Nortel CallPilot, Communication Server 1000, Contact Center, Telephony Manager Supplementary Manual

Enterprise: Common

Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager

ATTENTION

Clicking on a PDF hyperlink takes you to the appropriate page. If necessary,

scroll up or down the page to see the beginning of the referenced section.

NN49000-300

Document status: Standard Document version: 01.01 Document date: 20 December 2006

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.

Nortel, the Nortel logo and the Globemark are trademarks of Nortel Networks. Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation. All other trademarks and registered trademarks are the property of their respective owners.

Sourced in Canada.

Contents

How to get help 5

Finding the latest updates on the Nortel Web site 5 Getting help from the Nortel Web site 6 Getting help over the phone from a Nortel Solutions Center 6 Getting help from a specialist by using an Express Routing Code 7 Getting help through a Nortel distributor or reseller 7

About this document 9

Audience 9 Related information 9

Overview 11 Prerequisites 15

Knowledge requirements 15

Training 15 Capturing integration parameters 15 Establishing the system baseline 17

CS 1000 conﬁguration 21

CS 1000 conﬁguration procedures 21 Checking the system status 21

Checking the current IP address of the CS 1000 (LD 117) 21

Deﬁning a default Gateway (LD 117) 22

Checking the Ethernet Interface status of the CS 1000 (LD 137) 23

Enabling the Ethernet interface on the CS 1000 (LD 137) 23

Checking the ELAN status on the CS 1000 (LD 48) 24

Enabling the ELAN on the CS 1000 (LD 48) 24 Conﬁguring CallPilot resources on the CS 1000 25

Conﬁguring the ELAN subnet (LD 17) 26

Conﬁguring the System Parameters (LD 17) 27

Deﬁning CallPilot in the customer data block (LD 15) 28

Conﬁguring the route data block 32

Conﬁguring Automatic Call Distribution (LD 23) 33

Conﬁguring ACD agent voice ports for CallPilot (LD 11) 35

Conﬁguring card slots 37

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4 Contents

Deﬁning the default Automatic Call Distribution DN (LD 23) 38

Conﬁguring a CDN queue (LD 23) 38

Conﬁguring attendant consoles (LD 15) 40

Conﬁguring a phantom superloop (LD 97) 41

Conﬁguring dummy ACD DNs (LD 23) 44

Provisioning telephones 45

Saving CS 1000 changes (LD 43) 48 Conﬁguring Contact Center resources on the CS 1000 49

Conﬁguring the ELAN subnet (LD 17) 49

Conﬁguring System Parameters (LD 17) 51

Conﬁguring Automatic Call Distribution for Contact Center (LD 23) 52

Conﬁguring IVR Automatic Call Distribution for Contact Center (LD 23) 53

Conﬁguring ACD agent voice ports for Contact Center (LD 11) 54

Conﬁguring a CDN queue for Contact Center Manager (LD 23) 56

Provisioning telephones for Contact Center 58

Saving CS 1000 changes (LD 43) 61

CallPilot conﬁguration 63

CallPilot conﬁguration procedures 63 Logging on to CallPilot Manager 63 Conﬁguring the keycode and serial numbers 66 Conﬁguring CallPilot server information 68 Conﬁguring password information 69 Conﬁguring multimedia allocations 70 Conﬁguring the CS 1000 switch information 71 Conﬁguring the links on the MGate card 72 Conﬁguring CDN information 74 Conﬁguring the Contact Center Language Source 75 Conﬁguring the CallPilot LAN interface 76

Contact Center conﬁguration 79

Contact Center conﬁguration procedures 79 Shutting down services 79 Conﬁguring Contact Center Manager Server after installation 80 Conﬁguring CDNs on the Contact Center Manager Administration Server 87 Conﬁguring and acquiring an IVR ACD DN 88 Conﬁguring agent telephones on the Contact Center Server 89 Conﬁguring voice ports on the Contact Center Server 90

Telephony Manager conﬁguration 91

Telephony Manager conﬁguration procedures 91 Setting up communications information 91 Setting up customer information 95 Setting up TM 3.0 applications 97 Setting up system data 99

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How to get help

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

Finding the latest updates on the Nortel Web site

The content of this documentation is current at the time of product release. To check for updates to the latest documentation and software for Communication Server 1000 (CS 1000), CallPilot, and Contact Center, click one of the following links:

For the...

Go to...

Latest CS 1000E software Nortel page for CS 1000E software located at:

http://www130.nortelnetworks.com/go/main.js p?cscat=SOFTWARE&resetFilter=1&poid=1 4261

Latest CS 1000M Cabinet/Chassis software Nortel page for CS 1000E software located at:

http://www130.nortelnetworks.com/go/main.js p?cscat=SOFTWARE&resetFilter=1&poid=1 2515

Latest CS 1000M Half Group/Single Group/Multi-Group software

Nortel page for CS 1000E software located at: http://www130.nortelnetworks.com/go/main.js p?cscat=SOFTWARE&resetFilter=1&poid=1 2516

Latest CS 1000S software Nortel page for CS 1000E software located at:

http://www130.nortelnetworks.com/go/main.js p?cscat=SOFTWARE&resetFilter=1&poid=1 2514

Latest CallPilot software Nortel page for CallPilot software located at:

http://www130.nortelnetworks.com/go/main.jsp ?cscat=SOFTWARE&resetFilter=1&poid=8165

Latest CS 1000E documentation Nortel page for CS 1000E software located at:

http://www130.nortelnetworks.com/go/main.jsp ?cscat=DOCUMENTATION&resetFilter=1&po id=14261

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6 How to get help

For the...

Go to...

Latest CS 1000M Cabinet/Chassis documentation

Nortel page for CS 1000E software located at: http://www130.nortelnetworks.com/go/main.jsp ?cscat=DOCUMENTATION&resetFilter=1&po id=12515

Latest CS 1000M Half Group/Single Group/Multi-Group documentation

Nortel page for CS 1000E software located at: http://www130.nortelnetworks.com/go/main.jsp ?cscat=DOCUMENTATION&resetFilter=1&po id=12516

Latest CS 1000S documentation Nortel page for CS 1000E software located at:

http://www130.nortelnetworks.com/go/main.jsp ?cscat=DOCUMENTATION&resetFilter=1&po id=12514

Latest CallPilot documentation Nortel page for CallPilot software located at:

http://www130.nortelnetworks.com/go/main.js p?cscat=DOCUMENTATION&resetFilter=1&p oid=8165

Latest Contact Center documentation Nortel page for Contact Center software located

at: http://www130.nortelnetworks.com/go/mai n.jsp?cscat=DOCUMENTATION&resetFilter= 1&poid=8556

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:

ww.nortel.com/support

This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:

•

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 do not ﬁnd the information you require on the Nortel Technical Support Web site, and you 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).

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Getting help through a Nortel distributor or reseller 7

Outside North America, go to the following Web site to obtain the phone number for your region:

ww.nortel.com/callus

Getting help from a specialist by using an Express Routing Code

Toaccess some NortelTechnicalSolutions 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:

ww.nortel.com/erc

Getting help through a Nortel distributor or reseller

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

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8 How to get help

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About this document

This document describes the planning, conﬁguration, and troubleshooting of the integration of the Communication Server 1000 (CS 1000) system with CallPilot and Contact Center. Integrate the CS 1000 with CallPilot and Contact Center after all three systems are installed and a baseline of operation is achieved and tested.

The following systems and software releases are covered in this guide:

•

Communication Server 1000 Release 4.5

•

CallPilot Release 4.0

•

Contact Center Release 6.0

This document is intended to be a stand-alone guide, covering the prerequisites to and implementation of a successful CS 1000/CallPilot/Contact Center integration. A minimum skill set and level of understanding is assumed. References to other NTPs, engineering guides, or troubleshooting guides are made for informational purposes.

Audience

The intended audience for this document includes network planners, installers, and maintenance personnel.

Related information

The following NTPs are referenced in this guide:

•

CallPilot Network Planning Guide (555-7101-102)

•

Communication Server 1000E: Installation and Conﬁguration

(553-3041-210)

•

Communication Server 1000M and Meridian 1: Large System Installation and Conﬁguration (553-3021-210)

•

Communication Server 1000M and Meridian 1: Small System Installation and Conﬁguration (553-3011-210)

•

Communication Server 1000S: Installation and Conﬁguration

(553-3031-210)

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•

Dialing Plans: Description (553-3001-183)

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Overview

Figure 1 "CS 1000/CallPilot/Contact Center integration process" (page 12)

shows the sequence of procedures you perform to integrate the CS 1000, CallPilot, and Contact Center systems.

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Figure 1 CS 1000/CallPilot/Contact Center integration process

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Overview 13

The tasks in the CS 1000/CallPilot/Contact Center systems integration process are listed in Table 1 "Task completion checklist" (page 13). Use this checklist to implement the integration.

Table 1 Task completion checklist

Task Reference

Configure CS 1000

1. "Checking the system status" (page 21)

2. "Configuring CallPilot resources on the CS

1000" (page 25)

3. "Configuring Contact Center resources on

the CS 1000" (page 49)

Configure CallPilot

1. "Logging on to CallPilot Manager" (page 63)

2. "Configuring the keycode and serial

numbers" (page 66)

3. "Configuring CallPilot server information"

(page 68)

4. "Configuring password information" (page

69)

5. "Configuring multimedia allocations" (page

70)

6. "Configuring the CS 1000 switch

information" (page 71)

7. "Configuring the links on the MGate card"

(page 72)

8. "Configuring CDN information" (page 74)

9. "Configuring the Contact Center Language

Source" (page 75)

10. "Configuring the CallPilot LAN interface"

(page 76)

Configure Contact Center

1. "Shutting down services" (page 79)

2. Configuring the CallPilot connection on the Contact Center Manager Server

3. "Configuring CDNs on the Contact Center

Manager Administration Server " (page 87)

4. "Configuring and acquiring an IVR ACD DN"

(page 88)

5. "Configuring agent telephones on the

Contact Center Server" (page 89)

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14 Overview

Task Reference

6. "Configuring voice ports on the Contact

Center Server" (page 90)

7. "Configuring Contact Center Manager

Server after installation" (page 80)

Configure Telephony Manager

1. "Setting up communications information"

(page 91)

2. "Setting up customer information" (page 95)

3. "Setting up TM 3.0 applications" (page 97)

4. "Setting up system data" (page 99)

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Prerequisites

Before you begin to integrate the Communication Server 1000 (CS 1000), CallPilot, and Contact Center systems, ensure that you complete the following prerequisites:

•

"Knowledge requirements" (page 15)

• "Capturing integration parameters" (page 15)

•

"Establishing the system baseline" (page 17)

Knowledge requirements

The following knowledge and skills are required to implement a CS 1000/CallPilot/Contact Center systems integration:

•

basic programming and provisioning skills for the CS 1000 system

•

basic knowledge of the CallPilot Manager

•

basic Knowledge of the Contact Center Manager

Training

Nortel recommends that you complete product-speciﬁc training before you begin integrating the CS 1000, CallPilot, and Contact Center systems. A complete list of courses is available at w

ww.nortel.com.

Capturing integration parameters

Table 2 "Integration parameters" (page 15) provides a list of parameters

required to successfully complete the integration. Record these parameters during the initial planning phase of the integration.

Table 2 Integration parameters

Parameter Value CS 1000 parameters

Customer number to which CallPilot and Contact Center belong

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Parameter Value

ELAN subnet for the AML link and its associated VAS Identifier (VSID)

VAS Identifier (VSID) Number of Call Registers Primary Ethernet IP address (ELAN) Primary Host Name Secondary Ethernet IP Address (ELAN) Secondary Host Name Subnet Mask Default Gateway if CS 1000 is connected to a

Nortel server subnet Network IP address Private Network Identifier Home Location (ESN) of the CS 1000 Local Steering Code (LSC) of the CS 1000 ACDN for the CallPilot agent queue Maximum number of agents List of Terminal Number (TNs) for all agents Position IDs for each agent List of on ringing DNs used for outbound calls Default ACD DN referenced in the CDN DFDN used in the CDN configuration Control DN of the queue Attendant DN Voice messaging CDN Multimedia Messaging CDN Superloop number

CallPilot parameters

Switch customer number configured in CS 1000 CS 1000 system switch IP address (ELAN) TN information a. Loop number b. Shelf number c. Card number

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Parameter Value

d. Unit number e. Key 0 (position ID) f. Key 1 (SCN) g. Channel allocation Voice messaging CDN Multimedia Messaging CDN

Contact Center parameters

CS 1000 system name CS 1000 switch IP Address (ELAN) Switch customer number configured in CS 1000 CallPilot server IP address CallPilot server port: use 10008

Establishing the system baseline

To successfully integrate voice services, you must ﬁrst establish the system baseline for the CS 1000, CallPilot, and Contact Center systems so that the systems are conﬁgured and working in a stand-alone environment.

Use Table 3 "Pre-integration checklist" (page 17) to complete system baselines prior to integration.

Table 3 Pre-integration checklist

Task Reference

Comments

The Network Numbering Plan is implemented.

Dialing Plans: Description

(553-3001-183)

Are you using a Uniform Dialing Plan (UDP) or a Coordinated Dialing Plan (CDP), or both?

Are you also using a Group Dialing Plan (GDP), a North American Numbering Plan (NANP), or a Flexible Numbering Plan (FNP)?

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Task Reference

Comments

CS 1000 software is Release

4.5 or later.

TochecktheCS1000software release:

1 Log on to Element Manager. 2 On the left navigation pane,

select Home. The Home System View page appears.

3 In the Call Server section, the software release is referred to as Release.

Basic installation, setup, and configuration of the Call Server components are complete.

Communication Server 1000M and Meridian 1: Small System Installation and Configuration

(553-3011-210)

Communication Server 1000M and Meridian 1: Large System Installation and Configuration

(553-3021-210)

Communication Server 1000S: Installation and Configuration

(553-3031-210)

Communication Server 1000E: Installation and Configuration

(553-3041-210)

Attendant Overflow Position package 56 is installed.

To check that the package is loaded:

1 Open a Telnet session to the Call Server.

2 Log on to the Signaling Server.

3 Enter LD 22. 4 Enter PRT. 5 Enter PKG 56. 6 The package is loaded if you

do not receive a “package is restricted” message.

CallPilot is commissioned without specific switch information.

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Establishing the system baseline 19

Task Reference

Comments

CallPilot software is Release

4.0 or later.

Contact Center is commissioned without specific CS 1000 switch information or Voice Services information.

Contact Center software is Release 6.0 or later.

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CS 1000 conﬁguration

CS 1000 conﬁguration procedures

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

In these procedures, ensure that you enter the correct customer number in the overlays.

The sequence of CS 1000 conﬁguration procedures is as follows:

•

"Checking the system status" (page 21)

•

"Conﬁguring CallPilot resources on the CS 1000" (page 25)

•

"Conﬁguring Contact Center resources on the CS 1000" (page 49)

Checking the system status

The sequence of procedures in this section is as follows:

•

"Checking the current IP address of the CS 1000 (LD 117)" (page 21)

•

"Deﬁning a default Gateway (LD 117)" (page 22)

•

"Checking the Ethernet Interface status of the CS 1000 (LD 137)" (page

23)

•

"Enabling the Ethernet interface on the CS 1000 (LD 137)" (page 23)

•

"Checking the ELAN status on the CS 1000 (LD 48)" (page 24)

• "Enabling the ELAN on the CS 1000 (LD 48)" (page 24)

Checking the current IP address of the CS 1000 (LD 117)

Perform the following procedure to check the current IP address and routes in the CS 1000.

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Checking the current IP address of the CS 1000 (LD 117)

Step Action 1

Connect to the Call Server.

Enter LD 117.

Enter the commands described in the following table.

—End—

Table 4 LD 117 - Check the IP address

Command

Description

PRT HOST Prints the network host table information stored in the database PRT ROUTE Prints the routing table information stored in the database STAT HOST Displays current runtime host table status PRT MASK Prints the subnet mask stored in the database

Deﬁning a default Gateway (LD 117)

Perform the following procedure to add a default Gateway if one is not deﬁned. Use the PRT ROUTE command described in "Checking the current

IP address of the CS 1000 (LD 117)" (page 21) section to determine

whether a default gateway is deﬁned.

Deﬁning a default Gateway (LD 117)

Step Action 1

Connect to the Call Server.

Enter LD 117.

Enter the commands described in the following table.

—End—

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Checking the system status 23

Table 5 LD 117 - Deﬁne default Gateway

Command

Description

new route x.x.x.x a.b.c.d Configures a new routing entry, where

x.x.x.x = network IP address. For a default Gateway, enter 0.0.0.0 a.b.c.d = Gateway IP address of the local CS 1000 system

Checking the Ethernet Interface status of the CS 1000 (LD 137)

Perform the following procedure to check the Ethernet interface status.

Checking the Ethernet interface status of the CS 1000 (LD 137)

Step Action 1

Connect to the Call Server.

Enter LD 137.

Enter the commands described in the following table.

Check that the parameter ELNK is ENABLED. If ELNK is not ENABLED, perform the procedure "Enabling the

Ethernet interface on the CS 1000 (LD 137)" (page 23).

—End—

Table 6 LD 137 - Check Ethernet interface status

Command

Description

STAT ELNK Displays the status of the Ethernet link on the active IOP card

Enabling the Ethernet interface on the CS 1000 (LD 137)

Perform the following procedure to enable the Ethernet interface.

Enabling the Ethernet interface on the CS 1000 (LD 137)

Step Action 1

Connect to the Call Server.

Enter LD 137.

Enter the commands described in the following table.

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24 CS 1000 conﬁguration

Check that the Ethernet interface is enabled. Refer to the procedure "Checking the Ethernet Interface status of

the CS 1000 (LD 137)" (page 23).

—End—

Table 7 LD 137 - Enable Ethernet interface

Command

Description

ENL ELNK Enables the Ethernet link on the active IOP card

Checking the ELAN status on the CS 1000 (LD 48)

Perform the following procedure to check the ELAN status.

Checking the ELAN status on the CS 1000 (LD 48)

Step Action 1

Connect to the Call Server.

Enter LD 48.

Enter the commands described in the following table.

Check that the Server Task parameters are set to ENABLED. If the server task is not enabled, perform the procedure "Enabling

the ELAN on the CS 1000 (LD 48)" (page 24).

—End—

Table 8 LD 48 - Check ELAN status

Command

Description

STAT ELAN Checks the status of all configured ELAN subnets STAT ELAN x Checks the status of ELAN x

Enabling the ELAN on the CS 1000 (LD 48)

Perform the following procedure to enable the ELAN.

Enabling the ELAN on the CS 1000 (LD 48)

Step Action 1

Connect to the Call Server.

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Conﬁguring CallPilot resources on the CS 1000 25

Enter LD 48.

Enter the commands described in the following table.

4 Check that the ELAN is enabled.

Refer to the procedure "Checking the ELAN status on the CS 1000

(LD 48)" (page 24).

—End—

Table 9 LD 48 - Enable ELAN

Command

Description

ENL ELAN Enables the ELAN server task

Conﬁguring CallPilot resources on the CS 1000

The sequence of procedures in this section is as follows:

•

"Conﬁguring the ELAN subnet (LD 17)" (page 26)

•

"Conﬁguring the System Parameters (LD 17)" (page 27)

•

"Deﬁning CallPilot in the customer data block (LD 15)" (page 28)

•

"Conﬁguring the route data block" (page 32)

•

"Conﬁguring Automatic Call Distribution (LD 23)" (page 33)

•

"Conﬁguring ACD agent voice ports for CallPilot (LD 11)" (page 35)

•

"Conﬁguring card slots" (page 37)

•

"Deﬁning the default Automatic Call Distribution DN (LD 23)" (page 38)

•

"Conﬁguring a CDN queue (LD 23)" (page 38)

•

"Conﬁguring attendant consoles (LD 15) " (page 40)

•

"Conﬁguring a phantom superloop (LD 97)" (page 41)

•

"Conﬁguring phantom DNs (LD 10)" (page 42)

•

"Conﬁguring dummy ACD DNs (LD 23)" (page 44)

•

"Provisioning telephones" (page 45)

•

"Saving CS 1000 changes (LD 43)" (page 48)

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Conﬁguring the ELAN subnet (LD 17)

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. A separate ELAN must be created for CallPilot and Contact Center for the purpose of integration.

Perform this procedure only if the ELAN subnet is not provisioned.

Conﬁguring the ELAN subnet (LD 17)

Step Action 1

Connect to the Call Server.

Enter LD 17.

Enter the appropriate values as described in the following table. For prompts not listed in the following table, press Enter to accept the default.

To exit the overlay, enter **** and press Return.

—End—

Table 10 LD 17 - ELAN subnet

Prompt Response Descriptions

REQ CHG Change existing data block TYPE CFN Configuration record 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. Make a note of this link number for your reference.

- CTYP ELAN Card type

- DES

x...x

Enteradesignatorofuptosix characters in length to identify this ELAN subnet. Because the ELAN subnet is not dedicated to a specific application, make the designator generic.

VAS NEW Configure a new AML link or change the

existing link configuration.

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Conﬁguring CallPilot resources on the CS 1000 27

Prompt Response Descriptions

- 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

Use the same number as defined in the ADAN prompt.

- SECU YES Security. If you have a Contact Center server

connected to your switch, enter YES (even if you are not using Contact Center’s Voice Services Support).

Conﬁguring the System Parameters (LD 17)

Perform the following procedure to conﬁgure the System Parameters.

Conﬁguring the System Parameters (LD 17)

Step Action 1

Connect to the Call Server.

Enter LD 17.

Enter the appropriate values as described in the following table. For prompts not listed in the following table, press Enter to accept the default.

To exit the overlay, enter **** and press Return.

—End—

Table 11 LD 17 - System Parameters

Prompt Response Descriptions

REQ CHG Change existing data block TYPE PARM System Parameters

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Prompt Response Descriptions

NCR

x...x

Number of Call Registers. The range depends on the 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, enter 548.

Refer to the Software Input/Output: Administration (553-3001-311) for more about NCR.

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

CSL input queues. Set this parameter to the number of CallPilot DS0 channels, multiplied by two.

x = 25% of NCR. For example, if there are 24 DS0

channels, enter 48.

CSQO (20) to x Maximum number of call registers for

CSL/AML output queues. Set this parameter to the number of CallPilot DS0 channels, multiplied by two.

x = 25% of NCR. For example, if there are 24 DS0

channels, enter 48.

Deﬁning CallPilot in the customer data block (LD 15)

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

Enterprise: Common

Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager

NN49000-300 01.01 Standard

CS 1000 Release 4.5 20 December 2006

Conﬁguring CallPilot resources on the CS 1000 29

Conﬁguring Call Park Allowed and Message Center Included

Step Action 1

Connect to the Call Server.

Enter LD 15.

Enter the appropriate values as described in the following table. For prompts not listed in the following table, press Enter to accept the default.

To exit the overlay, enter **** and press Return.

—End—

Table 12 LD 15 - Call Park Allowed and Message Center Included

Prompt Response Descriptions

REQ CHG Change existing data block TYPE FTR_DATA Customer features and options CUST

Customer number, where xx = 0–99

OPT CPA MCI a..a Options.

Enter CPA (Call Park Allowed) MCI (Message Center Included), and all other desired options, each separated with a space.

IDEF YES or NO Internal/External Definition.

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

Conﬁguring Call Redirection

Step Action 1

Connect to the Call Server.

Enter LD 15.

Enter the appropriate values as described in the following table. For prompts not listed in the following table, press Enter to accept the default.

To exit the overlay, enter **** and press Return.

Enterprise: Common

Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager

NN49000-300 01.01 Standard

CS 1000 Release 4.5 20 December 2006

30 CS 1000 conﬁguration

—End—

Table 13 LD 15 - Call Redirection

Prompt Response Descriptions

REQ CHG Change existing data block TYPE RDR_DATA Call Redirection CUST

Customer number (0–99)

FNAD

aaa

Call forward No Answer treatment for DID calls, where aaa = FDN for CallPilot setup

FNAT YES or NO Call forward No Answer treatment for

external trunk non-DID calls, where aaa = FDN for CallPilot setup

FNAL

aaa

Call forward No Answer treatment for all other calls, including trunk calls marked as internal, where aaa = FDN for CallPilot setup

CFNA 1-(4)-15 Number of normal ringing cycles for Call

Forward No Answer (CFNA)

CFN(X) 1-(4)-15 Thenumberof normal ring cycles before

the call is forwarded, where X = 0, 1, or

2. The CFN(X) prompts may appear

instead of CFNA, depending on the release installed on the CS 1000.

Enabling or disabling End-to-End Signaling Tone (LD 15)

Step Action 1

Connect to the Call Server.

Enter LD 15.

Enter the appropriate values as described in the following table. For prompts not listed in the following table, press Enter to accept the default.

To exit the overlay, enter **** and press Return.

—End—

Enterprise: Common

Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager

NN49000-300 01.01 Standard

CS 1000 Release 4.5 20 December 2006

+ 72 hidden pages

Nortel CallPilot, Communication Server 1000, Contact Center, Telephony Manager Supplementary Manual

Specifications and Main Features

Frequently Asked Questions

User Manual