Nortel Observe, Remote Agent Observe User Manual
Nortel Remote Agent Observe
Planning, Installation and Administration Guide
Document Version 1.2 Jan 2007
Nortel Proprietary
Nortel Remote Agent Observe
Planning, Installation and Administration Guide
Document Version: 1.2
Release Date: Jan 10
th
2007
Copyright © 2007 Nortel Networks, All Rights Reserved.
Information is subject to change without notice. Nortel Networks reserves the right to make changes in
design or components as progress in engineering and manufacturing may warrant.
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Revision History
Jan 10th 2007 Version 1.2 is released. Changed switch port
configuration to using hunt groups instead of mcr key.
Changed all reference from Nortel Networks to Nortel.
Changed description re RSM rate change. Updated
PEC/CPC codes used in guide to RoHS compliant
codes.
Sep 21st, 2004 Version 1.1 is released. Added section re Voice Prompt
Level Regulatory Requirements to 6.6 TUI Language
Administration.
Feb 10th, 2004 Version 1.0. GA version is released.
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Table of Contents
1 GETTING STARTED.....................................................................................................................9
1.1 OVERVIEW..................................................................................................................................... 9
1.2 WHO SHOULD READ THIS GUIDE.........................................................................................................9
1.3 ABOUT NORTEL REMOTE AGENT OBSERVE........................................................................................ 9
1.4 SCCS VERSIONS PREVIOUS TO VERSION 4.2........................................................................................9
2 INSTALLING THE NORTEL REMOTE AGENT OBSERVE CARD.................................. 11
2.1 INSTALLATION OVERVIEW ............................................................................................................. 11
2.2 SWITCH CAPACITY RULES.............................................................................................................. 12
2.3 INSTALLING THE NORTEL REMOTE AGENT OBSERVE CARD.................................................................13
3 CONFIGURATION OF NORTEL REMOTE AGENT OBSERVE CARD........................... 16
3.1 CABLING THE NORTEL REMOTE AGENT OBSERVE CARD.................................................................... 16
3.2 NETWORK SETTINGS......................................................................................................................21
3.3 ASSIGNING THE INTERNET PROTOCOL (IP) ADDRESS..........................................................................23
3.4 CHANGING THE USERNAME AND PASSWORD FOR COMMAND LINE ACCESS................................................ 26
3.5 SWITCH CONFIGURATION FOR NORTEL REMOTE AGENT OBSERVE....................................................... 27
3.6 FTP CONFIGURATION....................................................................................................................35
4 PREPARING THE SYMPOSIUM CALL CENTRE SERVER............................................... 36
4.1 OVERVIEW................................................................................................................................... 36
4.2 MODIFYING REAL-TIME STATISTICS MULTICAST SETTINGS.................................................................. 37
4.3 TESTING THE REAL-TIME STATISTICS MULTICAST SERVICE.................................................................. 43
5 USING THE BROWSER USER INTERFACE ........................................................................ 45
5.1 BROWSER USER INTERFACE ACCESS GUIDELINES.............................................................................. 45
5.2 ACCESSING THE BUI.....................................................................................................................46
5.3 CONFIGURING THE CARD................................................................................................................48
5.4 CREATION OF OBSERVER ACCOUNTS................................................................................................52
5.5 MODIFICATION OF OBSERVER ACCOUNTS......................................................................................... 55
5.6 REMOVAL OF OBSERVER ACCOUNTS................................................................................................58
5.7 DISPLAY OF ACCOUNTS................................................................................................................. 61
5.8 OBSERVATION PARAMETERS CREATION/REMOVAL............................................................................. 63
5.9 SYMPOSIUM NAME TO ID MAPPING ............................................................................................... 66
5.10 OBSERVATION PARAMETERS SYNONYM ASSIGN...............................................................................67
5.11 BACKUP/RESTORE.......................................................................................................................69
5.12 ADMINISTRATION PASSWORD........................................................................................................ 70
5.13 OBSERVER REPORTING ................................................................................................................71
5.14 CARD RESET.............................................................................................................................. 73
6 USING THE TELEPHONY USER INTERFACE.....................................................................75
6.1 ACCESSING THE TELEPHONY USER INTERFACE ................................................................................. 75
6.2 QUICK REFERENCE CARD...............................................................................................................75
6.3 TUI AUTHENTICATION.................................................................................................................. 76
6.4 ADMINISTRATOR TUI MENU..........................................................................................................78
6.5 OBSERVER TUI MENU..................................................................................................................79
6.6 TUI LANGUAGE ADMINISTRATION.................................................................................................. 86
6.7 TELEPHONY USER INTERFACE MENU FLOWS.................................................................................... 91
7 CALL RECORDING.................................................................................................................. 100
7.1 INTRODUCTION............................................................................................................................100
7.2 CALL RECORDING CONFIGURATION AND OPERATION........................................................................100
7.3 CALL RECORDING FILE FORMAT................................................................................................... 100
8 ENGINEERING GUIDELINES ............................................................................................... 102
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8.1 INTRODUCTION............................................................................................................................102
8.2 DYNAMIC MEMORY SIZE LIMITS...................................................................................................102
8.3 PCMCIA CARD MEMORY SIZE LIMITS........................................................................................103
8.4 USAGE GUIDELINES.....................................................................................................................104
9 TEST AND DEBUG CAPABILITIES..................................................................................... 105
9.1 INTRODUCTION............................................................................................................................105
9.2 SELF TEST FEATURES.................................................................................................................. 106
9.3 FACTORY TEST FEATURES............................................................................................................107
9.4 VXWORKS SHELL.......................................................................................................................110
9.5 CARD STATE DEBUG UTILITIES.................................................................................................... 111
9.6 APPLICATION LEVEL DEBUGGING ................................................................................................. 112
9.7 TROUBLESHOOTING RSM PARSING............................................................................................... 114
10 UPGRADE PROCEDURES.....................................................................................................119
10.1 APPLICATION LOADWARE UPGRADE ............................................................................................119
10.2 XA FIRMWARE UPGRADE ........................................................................................................ 123
10.3 BOOTROM LOADWARE UPGRADE..............................................................................................125
11 GLOSSARY............................................................................................................................... 127
12 APPENDIX.................................................................................................................................128
12.1 PRECAUTIONS FOR HANDLING CIRCUIT CARDS.................................................................................128
12.2 SAMPLE BOOT-UP SEQUENCE....................................................................................................... 130
12.3 TUI PROMPT LIST....................................................................................................................133
12.4 SWITCH CONFIGURATION CHANGE ..............................................................................................135
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List of Figures
FIGURE 1 MEDIA CARD LAYOUT........................................................................................... 16
FIGURE 2 NORTEL REMOTE AGENT OBSERVE CARD ADAPTER CLAN (L-
ADAPTER)........................................................................................................................................18
FIGURE 3 L-ADAPTER AND FILTER BLOCK CONNECTION SETUP ON LARGE
SYSTEMS..........................................................................................................................................19
FIGURE 4 HUNTING FOR IDLE TUI PORTS...........................................................................28
FIGURE 5 SAMPLE LD11 TUI PORT SWITCH CONFIGURATION................................... 30
FIGURE 6 OBSERVE PORT SWITCH CONFIGURATION................................................... 33
FIGURE 7 LD 32 ENABLE NORTEL REMOTE AGENT OBSERVE UNIT.........................33
FIGURE 8 SAMPLE LD32 STATUS OUTPUT.......................................................................... 34
FIGURE 9 RTD MULTICAST CONTROLLER SCREEN....................................................... 38
FIGURE 10 RTD MULTICAST CONFIGURATION SCREEN...............................................39
FIGURE 11 BUI INTRODUCTION PAGE (NON-SCCS)......................................................... 46
FIGURE 12 BUI INTRODUCTION PAGE (SCCS)....................................................................47
FIGURE 13 SCCS CONFIGURATION PAGE........................................................................... 48
FIGURE 14 NON-SCCS CONFIGURATION PAGE................................................................. 49
FIGURE 15 SCCS OBSERVER ACCOUNT CREATION PAGE.............................................52
FIGURE 16 NON-SCCS OBSERVER ACCOUNT CREATION PAGE.................................. 53
FIGURE 17 OBSERVER ACCOUNT MODIFY SELECTION PAGE.................................... 55
FIGURE 18 SCCS OBSERVER ACCOUNT MODIFY PAGE................................................. 56
FIGURE 19 NON-SCCS OBSERVER ACCOUNT MODIFY PAGE....................................... 56
FIGURE 20 OBSERVER ACCOUNT REMOVE PAGE........................................................... 58
FIGURE 21 OBSERVER ACCOUNT REMOVAL PAGE........................................................ 59
FIGURE 22 OBSERVER ACCOUNT REMOVAL CONFIRM PAGE.................................... 60
FIGURE 23 OBSERVER ACCOUNT DISPLAY SELECTION PAGE................................... 61
FIGURE 24 OBSERVER ACCOUNT DISPLAY PAGE............................................................62
FIGURE 25 OBSERVATION PARAMETERS SELECTION PAGE.......................................63
FIGURE 26 OBSERVATION PARAMETERS MODIFY/REMOVAL PAGE....................... 64
FIGURE 27 BUI SYNONYM PARAMETER SELECTION PAGE..........................................67
FIGURE 28 BUI SYNONYM ASSIGNMENT PAGE.................................................................68
FIGURE 29 BUI BACKUP/RESTORE PAGE............................................................................ 69
FIGURE 30 BUI ADMINISTRATOR PASSWORD MODIFY PAGE..................................... 70
FIGURE 31 BUI OBSERVER ACTIVITY LOGGING PAGE.................................................. 71
FIGURE 32 OLDER REPORTS MESSAGE DISPLAY............................................................ 72
FIGURE 33 BUI CARD RESET PAGE........................................................................................73
FIGURE 34 EXAMPLE OF MULTIPLE FILE TRANSFER USING FTP..............................90
FIGURE 35 TUI LOGIN MENU................................................................................................... 92
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FIGURE 36 SCCS MAIN MENU.................................................................................................. 93
FIGURE 37 AGENT ID SELECT MENU (SIMILAR STRUCTURE - POSITION ID
SELECT MENU)..............................................................................................................................94
FIGURE 38 AGENT ID OBSERVE MENU (SIMILAR STRUCTURE - POSITION ID
OBSERVE MENU)...........................................................................................................................95
FIGURE 39 SKILLSET SELECT MENU (SIMILAR STRUCTURE - APPLICATION,
CDN, DNIS SELECT MENUS)...................................................................................................... 96
FIGURE 40 SKILLSET OBSERVE MENU ( SIMILAR STRUCTURE -APPLICATION,
CDN AND DNIS OBSERVE)..........................................................................................................97
FIGURE 41 NON SCCS AND PRE RELEASE 4.2 SCCS MAIN MENU.................................98
FIGURE 42 NON SCCS AND PRE RELEASE 4.2 SCCS OBSERVE MENU.........................99
FIGURE 43 CALL RECORDING FILENAME – AMERICAN DATE FORMAT...............101
FIGURE 44 CALL RECORDING FILENAME – EUROPEAN DATE FORMAT...............101
FIGURE 45 DISABLING THE NORTEL REMOTE AGENT OBSERVE CARD USING
OVERLAY 32................................................................................................................................. 104
FIGURE 46 ENABLING THE NORTEL REMOTE AGENT OBSERVE CARD USING
OVERLAY 32................................................................................................................................. 104
FIGURE 47 RSM ERROR MESSAGE ON INTRODUCTION PAGE...................................114
FIGURE 48 SAMPLE BOOT-UP SEQUENCE.........................................................................132
FIGURE 49 HUNTING FOR IDLE TUI PORTS.......................................................................137
FIGURE 50 PRINTING TUI PORT SWITCH CONFIGURATION IN OVERLAY 20........139
FIGURE 51 DISABLING THE NORTEL REMOTE AGENT OBSERVE CARD SLOT
USING OVERLAY 32....................................................................................................................139
FIGURE 52 REMOVING TUI PORTS USING OVERLAY 11................................................139
FIGURE 53 DISPLAYING A LIST OF UNUSED DNS IN OVERLAY 20............................. 139
FIGURE 54 SAMPLE CONFIGURATION FOR TUI PORTS................................................ 140
FIGURE 55 CONFIGURING TUI PORTS FROM OVERLAY 11..........................................141
FIGURE 56 ENABLING THE NORTEL REMOTE AGENT OBSERVE CARD SLOT
USING OVERLAY 32....................................................................................................................141
FIGURE 57 DISPLAYING CONFIGURED PORTS FROM OVERLAY 32..........................141
FIGURE 58 NORTEL REMOTE AGENT OBSERVE TUI PORT CONFIGURATION
DETAILS.........................................................................................................................................142
List of Tables
TABLE 1 CALL-CENTRE OBSERVATION PARAMETERS.................................................... 9
TABLE 2 NORTEL REMOTE AGENT OBSERVE APPLICABILITY AND
COMPATIBILITY...........................................................................................................................12
TABLE 3 NORTEL REMOTE AGENT OBSERVE SWITCH CAPACITY RULES..............12
TABLE 4 PRE-INSTALL CHECKLIST FOR NORTEL REMOTE AGENT OBSERVE......13
TABLE 5 NORTEL REMOTE AGENT OBSERVE PRODUCT STRUCTURE..................... 16
TABLE 6 MODEM SETTINGS..................................................................................................... 20
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TABLE 7 TCP/UDP PORTS USED............................................................................................... 22
TABLE 8 LD11 NORTEL REMOTE AGENT OBSERVE TUI PORT CONFIGURATION. 29
TABLE 9 LD23 NORTEL REMOTE AGENT OBSERVE ACD QUEUE CONFIGURATION
............................................................................................................................................................ 31
TABLE 10 LD11 NORTEL REMOTE AGENT OBSERVE OBSERVATION PORT
CONFIGURATION......................................................................................................................... 31
TABLE 11 OBSERVER ACCOUNT PARAMETER EXPLANATION.................................... 54
TABLE 12 REPORTING LOG-FILE EXPLANATION............................................................. 71
TABLE 13 HEX DISPLAY CODES DURING BOOT-UP........................................................ 107
TABLE 14 HEX DISPLAY ERROR CODES............................................................................. 108
TABLE 15 FACEPLATE CONNECTOR MINI-DIN CONNECTOR PIN-OUT................... 109
TABLE 16 VXWORKS SHELL CARD STATE DEBUG UTILITIES....................................111
TABLE 17 TASK LOGGING COMMANDS..............................................................................112
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1 Getting Started
1.1 Overview
The Nortel Remote Agent Observe Planning, Installation and Administration
Guide will provide step-by-step instructions you must perform to complete the
installation and administration of Nortel Remote Agent Observe.
1.2 Who should read this guide
This guide is intended for
Nortel installers and distributors who are responsible for installing Nortel Remote
Agent Observe.
Administrators who are responsible for monitoring and maintaining Nortel Remote
Agent Observe.
1.3 About Nortel Remote Agent Observe
Nortel Remote Agent Observe allows supervisors and observers to remotely
observe and record agent calls without having to install any physical equipment at
the observer’s location.
Nortel Remote Agent Observe allows for observation by agent specific parameters
such as Position ID and Agent ID as well as observation by Symposium Call
Center Server parameters (SCCS) such as skillset ID, DNIS, Application ID and
CDN.
Nortel Remote Agent Observe is specifically designed to operate with SCCS
versions 4.2, 5.0 and later. It can be deployed in non-SCCS call centers and with
earlier SCCS versions, but in these cases only observe by position ID functionality
is available and call recording is not supported.
Call Centre Type SCCS 4.2 SCCS 5.0 Non SCCS (including pre-
release 4.2 SCCS servers)
Observe
Functionality
Available
Agent ID
Skillset ID
Position ID
Agent ID
Skillset ID
DNIS
Application ID
CDN
Position ID
Call Recording
Supported
Yes Yes No
Table 1 Call-Centre Observation Parameters
1.4 SCCS versions previous to version 4.2
Nortel Remote Agent Observe requires the RSM stream from the SCCS server in
order to allow for observation by Agent ID, skillset ID, DNIS, Application ID and
CDN.
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Nortel Remote Agent Observe is not designed to accept an RSM stream from pre
4.2 versions of SCCS. Hence, the functionality available from Nortel Remote
Agent Observe with pre 4.2 versions of SCCS is similar to that available for nonSCCS call centers.
In pre 4.2 SCCS call centers, the card must be configured to operate as non-SCCS.
Throughout this document, any reference to Nortel Remote Agent Observe
operation with non-SCCS call centers also applies to pre 4.2 versions of SCCS.
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2 Installing the Nortel Remote Agent
Observe Card
2.1 Installation Overview
Table 2 outlines installation information for the card.
Nortel Remote Agent
Observe
Application and Compatibility
Switch Options Small systems:
Option 11 Cabinet / Chassis;
Succession 1000;
Succession 1000M Cabinet / Chassis.
Large Systems:
Option 51C/61C/81/81C
Succession 1000M Half Group/Single Group/Multi Group
Card Slot location Option 51C,61C, 81 or 81C: any IPE slot except CONT
Any IPE slot in an Option 11 Cabinet / Chassis.
Succession 1000M Half Group / Single Group / Multi Group: any IPE
slot except CONT.
Any IPE slot in a Succession 1000 or Succession 1000M Cabinet /
Chassis.
Note: On older Option 51C to 81C systems (before IPE shelf vintage
NT8D37ECE5) slots other than 0,4,8,12 will require the NT8D81AAE6
Backplane to I/O Panel Cable to be installed to connect all required
signals to I/O panel.
MDF Cabling None ( the sets are virtual)
LAN Cabling Complete Cabling Requires:
1 NTAG81CAE6 PC Maintenance Cable
50 pin I/O Connector -A0852632
NTVQ83AAE6 ITG EMC Shielding Kit
1 Category 5,100-Base-T Ethernet standard
Software Release Meridian 1 Rls 25.15 software and later.Succession Rls 2.0 and later
Dip Switches Setting None
Time & Date stamp Automatically sent out by M1 CPU
Upgrade Capability Yes, loadware upgrades invoked from Maintenance CLI. Upgrade
across network via FTP.
Recording Storage If Call Recording is chosen the FTP Server being used must have
adequate file storage space:
A 1 minute recording of a call takes up about 480KB.
Conference capacity Each Nortel Remote Agent Observe Session will use 3 conference
ports on the switch.
If OBTN is either AGENT or ALL, each Nortel Remote Agent Observe
Session will use 4 conference ports on the switch.
If Agent Greeting is being used and OBTN is either AGENT or ALL,
each Nortel Remote Agent Observer Port will use 5 conference ports
on the switch.
It is the responsibility of the switch administrator to ensure that
there are enough conference ports on the switch to handle the
number of simultaneous observes permitted by the Nortel Remote
Agent Observe keycode and that each agent has enough
conference capacity assigned to allow for usage by Nortel Remote
Agent Observe, Agent Greeting, OBTN and personal conference
activities.
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PEP Information To inter-operate with Agent Greeting the following PEP must be
applied: MPLR17930
Table 2 Nortel Remote Agent Observe Applicability and compatibility
2.2 Switch Capacity Rules
The following table shows the maximum number of Nortel Remote Agent Observe
Cards that can be installed in each type of switch.
Switch Type QTY
Small systems:
Option 11 Cabinet / Chassis.
Succession 1000.
Succession 1000M Cabinet / Chassis
1
Large Systems:
Option 51C/61C/81/81C.
Succession 1000M Half Group/Single Group/Multi Group
3
Table 3 Nortel Remote Agent Observe Switch Capacity Rules
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2.3 Installing the Nortel Remote Agent Observe Card
Pre-Install checklist
To allow for successful installation the Nortel Remote Agent Observe Card, the
administrator must ensure the requirements listed in the pre-install checklist (Table
4) below have been met.
Requirements for Nortel Remote Agent Observe Installation.
Nortel Remote Agent Observe Installation Pack (see Table 5).
RS232 Maintenance Cable for access to the card’s command prompt.
Access to switch software (with administrator privileges) so card can be
configured at switch level.
Free slot in switch where card can be installed.
IP configuration for the card: Card IP Address, Gateway IP Address and
Subnet Mask.
(see section “Assigning the Internet Protocol (IP” on page 23).
Keycode for the card (This is shipped with the Installation Pack).
Browser to access the card (IE 5.5 or 6.0), Netscape 7.0
If Using SCCS server (post release 4.2):
Multicast IP address of SCCS server
Multicast Agent-Moving window port of SCCS server
IP address of the SCCS server
If configuring call recording:
FTP server with accounts set up for Nortel Remote Agent Observe. These
accounts must have write and append access (see section “FTP
Configuration” on page 35)
Before Installation, perform the following tasks:
Examine carefully the Engineering Guidelines (page 102) and in
particular the section on usage guidelines (page 104) before utilising the
Card.
Ensure the system has adequate conference capacity to support the
number of Nortel Remote Agent Observe Sessions to be installed (see
page 7). If not, install extra XCT cards (large system) or Dual Fibre &
Conference cards (small systems) as required.
Table 4 Pre-Install Checklist for Nortel Remote Agent Observe
Install Procedure Introduction
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Complete the following steps to successfully install the Nortel Remote Agent
Observe Card. Print out these steps and use the provided check boxes to ensure
that all the installation tasks are completed.
STEP 1:
Determine the cabinet, shelf and slot location where the Nortel Remote Agent
Observe card is to be installed. See card slot location section of “Installation
Overview” 11.
STEP 2:
Configure Nortel Remote Agent Observe virtual sets on the Meridian 1/Sucession
1000 system. See “Switch Configuration for Nortel Remote Agent Observe
Sessions” on page 27.
STEP 3:
Connect cables. Refer to “Cabling the Nortel Remote Agent Observe card” on page
16.
STEP 4:
Unpack and inspect the circuit card.
Caution: Handle the circuit card using the guidelines set out in Precautions for
handling circuit cards section in the appendix.
STEP 5:
Check that a security dongle has been installed into the provided socket on the
card. If not already installed, a dongle should be installed into the provided socket.
See Figure 1 for location of dongle socket.
STEP 6:
Fully insert the card in its assigned slot and lock latches. During power-up the hex
LED display provides a visual progress indication of self-tests and provides
information on the first failure detected. Hex display codes are provided in chapter
9 “Test and Debug Capabilities” on page 105.
STEP 7:
The red LED on the faceplate of the Nortel Remote Agent Observe card will
remain lit until a unit has been configured and enabled. So if the red LED is lit, an
error has occurred on one of the previous steps. (The configuring and enabling of
units on the switch should have completed in step 2).
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STEP 8:
Configure an Internet Protocol (IP) address for the card. See “Assigning the
Internet Protocol (IP) address” on page 23.
STEP 9:
Ensure that if observing on an SCCS Call Centre that the SCCS server is
generating an Agent RSM Stream. See “Preparing Symposium Call Centre
Server” on page 36. Nortel strongly recommends that the update rate of the RSM
stream be set to 0.5 seconds, as this ensures that the Nortel Remote Agent Observe
Card can react as quickly as possible to changes in the state of the calls being
observed.
STEP 10:
Log on to the Browser User Interface (BUI) as the Administrator. See “Accessing
the BUI” on page 46.
STEP 11:
Install the keycode for the card. See “Installing the keycode” in section 5.3
“Configuring the Card”, page 48.
STEP 12:
Configure Call-Centre parameters for the card. See “SCCS Call Centre
Observation Configuration” and “Non-SCCS Call Centre Observation
Configuration” in section 5.3 “Configuring the Card”, page 48.
STEP 13:
Configure Alarm Numbers, Date Format and FTP (Call Recording) Configuration
settings for the card. See section 5.3 “Configuring the Card”, page 48.
STEP 14:
Create Observer Accounts in the Browser User Interface. See “Creation of Observe
Accounts” on page 52.
STEP 15:
Assign Parameters to the observer accounts created in step 16. See “Observation
Parameters Creation/Removal” on page 63.
STEP 16:
Nortel Remote Agent Observe card installation is complete.
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3 Configuration of Nortel Remote Agent
Observe Card
3.1 Cabling the Nortel Remote Agent Observe Card
Introduction
The Nortel Remote Agent Observe Card installation pack contains the following
items:
Part No NT Code Description
A0888965 NTVQ01BBE5 32 port Media card
A0852632 A0852632 Shielded 50 pin key telephone to 9D Sub & Twin RJ45
Adapter (L-Adapter)
A0870556 NTVQ83AAE6 ITG EMC Shielding Kit
A0783483 NTCW84JAE6 M1 backplane to 50-pin I/O panel cable (Filter Block)
A0517399 NT2F40BAE6 Compact Flash with Nortel Remote Agent Observe
Application Load
Security Device (Dongle)
Table 5 Nortel Remote Agent Observe Product Structure
The 32 port Media Card will have the Dongle and the Compact Flash with the
Nortel Remote Agent Observe load pre-installed onto the card (the C:/exec file on
the Compact Flash card). Figure 1 below shows the layout of the Media Card.
Figure 1 Media Card Layout.
Interfaces
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Dongle
Reset button
RED Enable LED
PC Card (PCMCIA) slot
Compact Flash C:/drive.
Ethernet activity LEDs
HEX Display
Serial Maintenance Port
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The Nortel Remote Agent Observe Card has 1 network interface (the C-LAN
interface). This is used for
• browser access for Nortel Remote Agent Observe configuration and
• parsing the RSM multicast stream in SCCS systems (SCCS Rls 4.2 and later)
The Nortel Remote Agent Observe Card uses the backplane interface to the switch
to download time-and-date messages from the switch.
C-LAN interface
The Nortel Remote Agent Observe card supports a single connector solution for
access to the C-LAN Ethernet Port.
Cables and connectors for the C-LAN interface functions include:
• The A0783483 (NTCW84JAE6) Meridian 1 Large System I/O panel filter block
• The A0852632 ‘L’ shaped connector block (see Figure 2) Standard shielded,
CAT-5 LAN cables (<100meters) are required to attach the LAN ports to the local
network.
Caution: An EMC shielding kit (ferrite- A0870556) must be installed on the CLAN interface cables to meet regulatory requirements at the installation site. The
ferrite must be placed on the C-LAN Ethernet cable during installation. Cable ties
are then placed to retain the ferrite in the correct position. This applies to small and
large systems.
Nortel Remote Agent Observe Card Adapter C-LAN (L-Adapter)
The adapter (see Figure 2) breaks out the signals from the I/O connector on small
and large systems to the following:
• Customer LAN port (CLAN)
• One RS232 port.
Notes:
1. The C-LAN Ethernet cable must be connected to the port labelled T-LAN
on the L-Adapter.
2. The Port Labelled E-LAN is not used by the Nortel Remote Agent Observe
card.
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Figure 2 Nortel Remote Agent Observe Card Adapter CLAN (L-Adapter)
Filter Block Install for Large Systems
The A0783483 I/O panel-mounting filter block must be installed on large systems
before the Nortel Remote Agent Observe Card Adapter CLAN (L-Adapter) is
installed (see Figure 3 below). The Filter block allows the CLAN to operate at
100Mbps on large systems such as an option 81.
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Figure 3 L-Adapter and Filter Block Connection Setup on Large Systems
RS232 maintenance port
The RS232 maintenance port provides access to the Nortel Remote Agent Observe
command prompt for monitoring and maintenance purposes such as upgrades and
debugging. This port is available at the 9-pin connector on the Nortel Remote
Agent Observe Card Adapter CLAN and also at the mini-DIN socket on the
faceplate of the Nortel Remote Agent Observe Card. The serial port settings are
9600 baud, 8 data bits, 1 stop bit, no parity, and no flow control.
Note: The maintenance port should only be accessed by one of the above
connections at any one time.
Connecting the Nortel Remote Agent Observe card to a modem
To provide remote access to the Command Line Interface (CLI) for support and
remote maintenance, you can connect a modem to the serial port of the Nortel
Remote Agent Observe card. To set up a working interface:
1 Use a standard serial cable and establish communication with the modem from a
PC with the following settings: 9600 baud, 8 data bits, 1 stop bit, no parity and no
flow control
2 Ensure that a Hayes compatible modem is used. From the command line, type the
following:
AT <return>
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3 When the OK prompt appears, enter the required settings from Table 6 below:
Setting Action
ASSO=1<return> set to auto-answer on first ring
ATQ1 <return> disable result codes
ATE0<return> disable local echo
AT&W0<return> save settings
Table 6 Modem Settings
4 Connect the modem to the Nortel Remote Agent Observe card, using the 9-pin
connector on the card Adapter (L-adapter).
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3.2 Network Settings
Network Speed/Duplex Setting
The Nortel Remote Agent Observe Card C-LAN interface will autonegotiate its
speed and duplex settings. To verify these settings execute the following command
from the maintenance Command Line Interface:
->linkGetOperation 0
Result:
0x2a4eedc (tShell): T-LAN in Autonegotiation Mode
0x2a4eedc (tShell): T-LAN operating in 100Mbps, Full-Duplex mode.
Note: The T-LAN mentioned in the output of the linkGetOperation command is
the C-LAN of the card.
Network Configuration with SCCS system
The SCCS server generates a multicast stream, which contains the dynamic call
related information which the Nortel Remote Agent Observe card uses to
grant/deny access to calls for the remote observer. Thus the network propagation
delay between the SCCS server transmitting the multicast stream and the Nortel
Remote Agent Observe card receiving the multicast steam must be minimised.
Note: This applies to the 4.2 release of SCCS and all subsequent releases.
IP Multicasting
IP multicasting provides multipoint communication by simultaneously delivering
information from one sender to multiple receivers who want to receive the
information. The greatest advantage to IP multicasting is its ability to transmit
information to many recipients in a way that minimizes the bandwidth required to
communicate across networks, and the resources required by the sender to carry
out a transmission.
With IP multicasting, communication is receiver-based. Users who want to receive
data join a multicast host group and become members of that group. Since
duplication and distribution of the information is handled by a router, the source
computer’s resources and its designated bandwidth are utilized efficiently,
allowing the source to distribute information quickly and with minimal impact on
the network.
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Security Settings
Nortel strongly recommends that the Nortel Remote Agent Observe Card be placed
in the same subnet as the SCCS server. If this is not possible, IGMP must be
configured on all routers on the network that will carry multicast traffic from the
SCCS server to the Nortel Remote Agent Observe Card.
Nortel Remote Agent Observe needs to use a number of TCP/UDP ports to operate
correctly. These are detailed in Table 7 below.
L4 Protocol
(TCP/UDP)
Port
Number Description Comment
TCP 21 ftp
TCP 23 telnet
TCP 80 http
TCP 111 sunrpc-portmapper
UDP 6070
RSM stream
parsing
This is the default SCCS RSM
Agent Moving Window. This will
change if this port is changed in
the SCCS setup.
Table 7 TCP/UDP Ports Used
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3.3 Assigning the Internet Protocol (IP) Address
Nortel Remote Agent Observe allows two basic methods of assigning IP addresses
to individual cards. These are static assignment via the Maintenance and Debug
Serial Port and dynamic assignment using Dynamic Host Configuration Protocol
(DHCP).
It is recommended that a Static IP address is assigned to the card unless a Reserved
IP address entry can be made in the DHCP server, which will always give the
reserved IP address to the Nortel Remote Agent Observe card.
Static IP Address Assignment
Caution: Assigning an IP address requires great care to ensure that you have a
unique IP address, the correct subnet mask and the correct gateway address. An
incorrect IP address or Subnet Mask can bring down the entire LAN to which the
card is connected. An incorrect Gateway Address means that the card is
inaccessible beyond its local LAN.
Using static assignment, the operator assigns an IP address, Subnet Mask, and
default Gateway IP address via the serial port interface. On a reboot, the Nortel
Remote Agent Observe card will retrieve the IP information from NVRAM and
apply it. To switch to this mode of IP assignment, the function lnIsaIPMethodSet
must be invoked with the parameter 2 (that is, lnIsaIPMethodSet 2). Below is the
command sequence to assign a static IP address to the card.
The installer must access the card via the maintenance port. The installer must
enter the correct username and password to gain access to the shell.
Note: The default username is “raoadmin” and the default password is
“raosecurity”. (See the section “Changing the username and password for
command line access” on page 26 for details on changing these defaults).
If, on first boot-up of the card, you find that you cannot log into the shell using the
default username and password, check that the correct software version is on the
card. This is displayed during boot-up. (See Figure 48 Sample boot-up
Sequence”).
VxWorks login: raoadmin
Password: raosecurity
>
> lnIsa_writeSubnetMask “AAA.BBB.CCC.DDD”
value = 0 = 0x0
> lnIsa_progIP “DDD.CCC.BBB.AAA”
value = 0 = 0x0
lnIsa_writeGW “ZZZ.YYY.XXX.WWW”
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value = 0 = 0x0
lnIsaIPMethodSet 2
value = 0 = 0x0
The Card must now be reset by either pressing the reset button on the faceplate or
by typing sysReboot at the command line interface. When the card has rebooted,
the operation of the network interface can be tested by using the “ping” command.
ping “mm.nn.oo.pp”,3
Where mm.nn.oo.pp is another IP address in the network that should be accessible
from the Nortel Remote Agent Observe card and 3 denotes that 3 ping packets will
be sent out to the other IP address.
This should result in output similar to that shown below:
> ping "47.85.3.41", 3
PING 47.85.3.41: 56 data bytes
64 bytes from 47.85.3.41: icmp_seq=0. time=0. ms
64 bytes from 47.85.3.41: icmp_seq=1. time=0. ms
64 bytes from 47.85.3.41: icmp_seq=2. time=0. ms
----47.85.3.41 PING Statistics----
3 packets transmitted, 3 packets received, 0% packet loss
round-trip (ms) min/avg/max = 0/0/0
value = 0 = 0x0
DHCP IP Address Assignment
DHCP is used to determine the network configuration of each Nortel Remote
Agent Observe card in a dynamic fashion. DHCP aims to reduce the work
necessary to administer an IP network by using a server to allocate network
addresses. DHCP also allows automatic reuse of addresses by specifying a lease
time. Clients must renew the lease periodically.
The client (Nortel Remote Agent Observe Card) first broadcasts a discover
message containing its Ethernet address as a client identifier. A DHCP server then
replies with an offer message, containing configuration parameters. The client can
receive offers from multiple DHCP servers. The client must then select a server by
broadcasting a request message containing the server identifier. The server then
acknowledges the reply and assigns the configuration to the client. The client can
now use the assigned configuration.
The DHCP server should assign a reserved address to the card to guarantee that the
card always receives the same IP address. Otherwise, the card must have an
assigned DNS name to ensure that it can always be found using a Web Browser. If
the local DHCP server provides long lease periods, this may not be necessary.
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Note:
The lnIsaIPMethodSet function has three possible options: 1 - use DHCP for IP
address assignment, 2 - use static IP address information stored in NVRAM, 3 Hybrid (not recommended for Nortel Remote Agent Observe).
The parameter to lnIsa_writeSubnetMask is the Subnet Mask in dot notation
format. It is critical that the Subnet Mask matches the local subnetting policy or
you will not be able to access some systems on the LAN from the Nortel Remote
Agent Observe Card or vice versa.
The parameter to lnIsa_progIP is a string containing the dot notation representation
of the IP address to be assigned to the card.
The parameter to lnIsa_writeGW is a string containing the dot notation
representation of the IP address of the default router for the local LAN. Note that
the Gateway address must be an IP address in the local subnet of the IP address
previously assigned to the card using lnIsa_progIP. If a gateway address is not
configured it will not be possible to access the Nortel Remote Agent Observe card
from outside the local subnet.
To return to DHCP IP address assignment, execute the following command on the
serial maintenance port:
lnIsaIPMethodSet 1
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3.4 Changing the username and password for
command line access
It is strongly recommended that the logon password and username for command
line access are changed from their default values by using the command
shellPasswordSet. (Defaults are “raoadmin” for username, “raosecurity” for
password)
The username and password must both be between eight and ten characters long:
> shellPasswordSet
Enter current username: username1
Enter current password: password1
Enter new username: username2
Enter new password: password2
Enter new password again to confirm: password2:
value = 0
>
If a non-zero “value” is returned, the password and username have not been
changed.
Username and Password applicability
The same username and password are used for maintenance port command line
access, telnet access and FTP access.
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3.5 Switch Configuration for Nortel Remote Agent
Observe
The Nortel Remote Agent Observe card has 32 ports, 16 of which are configured as
Telephone User Interface (TUI) ports and 16 of which configured as Observe ports.
When a customer dials into the card, a Nortel Remote Agent Observe Session is
initiated.
Each Nortel Remote Agent Observe session consists of two ports: a TUI port and
an observe port. These ports must be established in pairs with the even number
ports (units 0, 2, 4, 6 etc) configured as TUI ports and the odd numbers ports (units
1, 3, 5, 7 etc) configured as observe ports.
An example configuration of two Nortel Remote Agent Observe sessions is:
Unit 0 as a TUI port with unit 1 as the corresponding observe port,
Unit 2 as a TUI port with unit 3 as the corresponding observe port.
Note: If installing less than 16 Nortel Remote Agent Observe sessions, only the
required number of TUI and observe ports should be configured.
TUI Port Configuration
Overlays 11 and 32 are used to configure TUI ports on the Nortel Remote Agent
Observe card.
Note: The TUI port configuration has changed in version 1.2 of the NRAO NTP.
To update from the previous configuration to the current configuration, see
“Switch Configuration Change ” on page 135.
A round robin approach to answering TUI calls is used rather than the switch
presenting a new call to all idle TUI ports, as occurs when an MCR key is used.
This is achieved by use of SCR keys and a mode of operation known as Hunting.
Note: The Hunt Configuration is only required if more than 1 TUI port is being
configured.
Hunting involves linking all configured ports into a chain of DNs.
How hunting works:
1 An observer calls the SCR key DN on TUI port 0.
2 If port 0 is idle, then TUI port 0 answers the call. All other TUI ports remain
idle.
3 If port 0 is busy and it is the only TUI port configured then the observer will
hear a busy tone.
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4 If port 0 is busy and other TUI ports are configured, the switch shall “hunt”
for an idle TUI port in the chain of TUI ports configured.
Once an idle port is found, that port shall answer the call.
If no idle TUI port is found, the observer will hear a busy tone.
Figure 4 below shows how the switch may move through the chain of TUI
ports searching for an idle port. In this example, 4 TUI ports are configured.
Figure 4 Hunting for idle TUI ports
The sequence of configuration is:
1. Select MADN for the TUI ports on the Nortel Remote Agent Observe
configuration.
2. Configure the TUI ports as M2616 in LD11 as described below.
3. Enable the card in LD32
Overlay 11 – The TUI ports (even ports on Nortel Remote Agent Observe Card,
i.e. 0,2,4,6 etc.) are configured as Meridian Modular M2616 sets with the
following requirements.
Prompt Response Description
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TUI Port 0
TUI Port 2
TUI Port 4
TUI Port 6
Nortel Proprietary
REQ: NEW CHG Add or change
TYPE: 2616 Ports must be configured as M2616
TN l s c u Terminal Number.
DES d..d Designator.
CUST 0-99
…
CLS Class of service entries are separated by a space
UNR Unrestricted Access.
FLXA
Flexible Voice/Data Ports Allowed (Required for ports
16–31 only)
VCE Voice Port (Required for ports 16–31 only)
WTA Warning Tone Allowed (Required for ports 16–31 only)
HTA
Hunting Allowed (only required if more than 1 TUI
port configured)
...
HUNT XXXX
XXXX is the Hunt DN (only required if more than 1
TUI port configured)
…
KEY 0 SCR YYYY
Key 0 defined as an SCR key. YYYY is the SCR key
DN.
KEY 1—15 UNCONFIGURED
Table 8 LD11 Nortel Remote Agent Observe TUI Port Configuration
A list of unassigned DNs may be listed via overlay 20 (LD 20, REQ PRT, TYPE
LUDN).
Figure 5 below is a sample overlay 11 switch configuration for a TUI port (with an
SCR of 1560 and with the next TUI port in the hunt chain having an SCR of 1561.
REQ: prt
TYPE: 2616
TN 9 0
DATE
PAGE
DES
TN 9 0
DATE
PAGE
DES
DES TUI
TN 009 0 00 00
TYPE 2616
CDEN 8D
CUST 0
AOM 0
FDN
TGAR 1
LDN NO
NCOS 0
SGRP 0
RNPG 0
SCI 0
SSU
XLST
SCPW
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SFLT NO
CAC_CIS 3
CAC_MFC 0
CLS UNR FBD WTA LPR MTD FND HTA ADD HFD
MWD LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LND CNDD
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD CLTD ASCD
CPFA CPTA HSPD ABDD DELD CFHD FICD NAID DNAA BUZZ AGRD MOAD
UDI RCC HBTD AHD IPND DDGA NAMA MIND PRSD NRWD NRCD NROD
DRDD EXR0
USMD USRD ULAD CCBD RTDD RBDD RBHD PGND FLXD FTTC DNDY DNO3 MCBN
CPND_LANG ENG
HUNT 1561
PLEV 02
AST
IAPG 0
AACS NO
ITNA NO
DGRP
MLWU_LANG 0
DNDR 0
KEY 00 SCR 1560 0 MARP
ANIE 0
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
DATE 7 OCT 2003
Figure 5 Sample LD11 TUI Port Switch Configuration
Observation Port Configuration
Overlays 11, 23 and 32 are used to configure observation ports on the Nortel
Remote Agent Observe card.
The sequence of configuration is:
1. Configure ACD queue for use with Nortel Remote Agent Observe in LD23
as described below. Each observation port is required to be part of an ACD
queue in order to be able to observe.
2. Configure the observation ports as M2616 in LD11 as described below.
3. Enable the card in LD32
Overlay 23 – If there is no ACD queue already configured, one will need to be
configured for Nortel Remote Agent Observe.
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