Nortel Networks NN43001-321 User Manual

Nortel Communication Server 1000

Communication Server 1000 to MCS 5100 Converged Desktop Type 2 Conﬁguration Guide

NN43001-321

Document status: Standard Document version: 01.05 Document date: 15 February 2008

Sourced in Canada LEGAL NOTICE While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed

to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND,EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice.

Nortel, the Nortel Logo, the Globemark, SL-1, Meridian 1, and Succession are trademarks of Nortel Networks. All other trademarks are the property of their respective owners.

Revision history

February 2008

Standard 01.05. This document is up-issued to update the instructions for Conﬁguring Meet Me Audio Conferencing in the NRS for CDS.

January 2008

Standard 01.04. This document is up-issued to add instructions for Conﬁguring Meet Me Audio Conferencing in the NRS for CDS.

December 2007

Standard 01.03. This document is up-issued to update the Converged Desktop Feature installation.

June 2007

Standard 01.02. This document is up-issued to remove the Nortel Networks Conﬁdential statement.

May 2007

Standard 01.01. This document is up-issued to support Communication Server (CS) 1000 Release 5.0. This document contains information previously contained in the following legacy document, now retired: CS

1000 to MCS 5100 Converted Desktop Type 2 Conﬁguration Guide (553-3001-521). No new content has been added for Communication

Server 1000 Release 5.0. All references to Communication Server 1000 Release 5.5 are applicable to Communication Server Release 5.0.

In addition, changes for the following CRs are included: CR Q01473312, in the section "Feature implementation" (page 30), a note

is added regarding call forwarding on a converged telephone. CR Q01377222, a note is added regarding the default conﬁguration on-hook

Handsfree. CR Q01492694, a sentence is added regarding a virtual trunk call queued

on a CDN, explaining why a DSP resource is used.

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CR Q01478214, two options are added to "Conﬁguring MCS 5100 in the

NRS for CDS" (page 90). MCS 5100 is conﬁgured as a Gateway Endpoint

in the ﬁrst option and as a Collaborative Server in the second.

October 2006

Standard 3.00. This document is up-issued for CR Q01412328-01, to add prompt and response to LD-17 Conﬁguration of Value Added Server (VSID) table, to set the VSID security for the SIP CD AML link to No. This prompts the Signaling Serverto send a Cancel message to convergeddesktop so that the PC Client does not continue to ring after call is answered by Call Pilot.

April 2006

Standard 2.00. This document is up-issued for CR Q01291954, updating the available MCS 5100 documentation.

September 2005

Standard 1.00. This document is a new document issued to support Communication Server 1000 Release 4.5, and Multimedia Communication Server 5100 Release 3.5.

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How to get help 7

Finding the latest updates on the Nortel Web site 7 Getting help from the Nortel Web site 7 Getting help over the telephone from a Nortel Solutions Center 7 Getting help from a specialist by using an Express Routing Code 8 Getting help through a Nortel distributor or reseller 8

Introduction 9

Subject 9 Applicable systems 9 Intended audience 10 Conventions 10 Related information 10

Converged Desktop Services 13

Contents 13 Introduction 13 How Converged Desktop Services works 14 Operating parameters and feature interactions 26 Call walk-throughs 27 Feature requirements 29 Feature implementation 30 Dialing and numbering plan issues for the mixed network 30

Examples of dialing and numbering plan conﬁguration for mixed

networks 37

Contents 37 Introduction 37 Mixed network example: UDP 37 Mixed network example: CDP 42

CDS conﬁguration: overview 47

Contents 47 Introduction 47 Conﬁguration notes 47 Description of the network conﬁgured in this document 48

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Conﬁguring CS 1000 49

Contents 49 Before you begin 49 CS 1000 SIP conﬁguration and UDP location dialing 49 Conﬁguring the Converged Desktop User 66

Conﬁguring MCS 5100 67

Contents 67 Before you begin 67 Implementation summary 68 Implementation details 68 Conﬁguring a Converged Desktop user 81

CS 1000 NRS operation 87

Contents 87 Introduction 87 Operation 88 Operational logic 96

Maintenance 99

Contents 99 Introduction 99 CS 1000 CLI commands 99 MCS 5100 tools 101

Appendix A Parameter conﬁguration for a SIP URI 103

Contents 103 Introduction 103 Example 103 Phone-context strings 104

Appendix B PC Client windows 107 Procedures

Procedure 1 Conﬁguring SIP CDS on the Signaling Server 57 Procedure 2 Adding the IP Address of the IP Telephony node as an

Authenticated Server 68 Procedure 3 Conﬁguring the SIP Gateway, trunk, and trunk group 69 Procedure 4 Conﬁguring number qualiﬁers 74 Procedure 5 Conﬁguring a route list 75 Procedure 6 Conﬁguring routes for each dialing plan entry 78 Procedure 7 Conﬁguring a Service Package 82 Procedure 8 Conﬁguring a Converged Desktop User in MCS 5100 83 Procedure 9 Conﬁgure Meet Me Audio Conferencing 94 Procedure 10 Using the MCS 5100 Translation Veriﬁcation tool 101

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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 the product is released. To check for updates to the latest documentation for Communication Server (CS) 1000, go to w the Technical Documentation page for CS 1000.

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

ww.nortel.com

and navigate to

•

search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues

• sign up for automatic notiﬁcation of new software and documentation

for Nortel equipment

•

open and manage technical support cases

Getting help over the telephone 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 telephone 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 telephone number for your region:

ww.nortel.com/callus

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Getting help from a specialist by using an Express Routing Code

To access some Nortel Technical 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:

ww.nortel.com/erc

Getting help through a Nortel distributor or reseller

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

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Introduction

This document is a global document. Contact your system supplier or your Nortel representative to verify that the hardware and software described are supported in your area.

Subject

This document describes Session Internet Protocol Converged Desktop System (SIP CDS) and its conﬁguration on Communication Server 1000 (CS 1000) and Multimedia Communication Server 5100 (MCS 5100) systems. It also provides examples of the conﬁguration of a dialing plan and numbering plan for a mixed CS 1000/MCS 5100 network.

This document is describes the design and conﬁguration of a Converged Desktop environment between CS 1000 and MCS 5100 systems. The examples provided in this document represent only one example of design and conﬁguration. "Description of the network conﬁgured in this document"

(page 48) provides the outline of the network used as an example only.

Note on legacy products and releases

This technical document contains information about systems, components, and features that are compatible with Nortel CS 1000 Release 3.5 and MCS 5100 Release 4.0 software. For more information on legacy products and releases, click the Technical Documentation link under Support & Training on the Nortel home page:

ww.nortel.com

Applicable systems

This document applies to the following systems:

•

Communication Server 1000E (CS 1000E) CP PII, CP PIV and CP PM.

•

Communication Server 1000M Single Group (CS 1000M SG) CP PII, CP PIV

•

Communication Server 1000M Multi Group (CS 1000M MG) CP PII, CP PIV

•

Meridian 1 PBX 11C Chassis

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•

Meridian 1 PBX 11C Cabinet

•

Meridian 1 PBX 61C CP PII, CP PIV

•

Meridian 1 PBX 81C CP PII, CP PIV Note: When upgrading software, memory upgrades may be required on

the Signaling Server, the Call Server, or both.

Intended audience

This document is intended for individuals responsible for administering CS 1000 and Meridian 1 systems.

Conventions

Terminology

In this document, the following systems are referred to generically as "system":

•

Communication Server 1000E (CS 1000E)

•

Communication Server 1000M (CS 1000M)

•

Meridian 1

The following systems are referred to generically as "Small System":

•

Meridian 1 PBX 11C Chassis

•

Meridian 1 PBX 11C Cabinet

The following systems are referred to generically as "Large System":

•

Communication Server 1000M Single Group (CS 1000M SG)

•

Communication Server 1000M Multi Group (CS 1000M MG)

•

Meridian 1 PBX 61C CP PII, CP PIV

• Meridian 1 PBX 81C CP PII, CP PIV

Related information

This section lists information sources that relate to this document.

Technical Documents

The following technical documents referenced in this document:

•

IP Peer Networking Installation and Commissioning (NN43001-313)

Refer to the following MCS 5100 documentation for additional information about CDS:

•

Provisioning Client User Guide (NN42020-105)

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•

Feature Description Guide (NN42020-125)

•

Interworking Fundamentals (NN42020-127)

Online

To access Nortel documentation online, click the Technical Documentation link under Support & Training on the Nortel home page:

ww.nortel.com

CD-ROM

To obtain Nortel documentation on CD-ROM, contact your Nortel customer representative.

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Converged Desktop Services

This section contains information about the following topics:

"Introduction" (page 13)

"Scope of this document" (page 14)

"How Converged Desktop Services works" (page 14)

"Users in a mixed CS 1000/MCS 5100 network" (page 18) "Converged Mode and Unconverged Mode" (page 19) "CDS originating and terminating call handling" (page 19) "AML ELAN numbers and VAS numbers" (page 25)

"Click-to-Call" (page 25) "Operating parameters and feature interactions" (page 26) "Call walk-throughs" (page 27)

"Feature requirements" (page 29) "Feature implementation" (page 30) "Dialing and numbering plan issues for the mixed network" (page 30)

"Digit-based addresses and alphanumeric addresses" (page 30)

"Dialing plan issues" (page 31)

"DNs as MCS aliases versus DNs as MCS usernames" (page 32)

"Directory Number qualification" (page 32)

"Converged Desktop implications" (page 34)

Introduction

This section provides an overview of Converged Desktop Services (CDS) to give the user a perspective on what CDS is, how it works, and what it requires. This section also provides an overview of dialing plan and numbering plan issues for mixed CS 1000/MCS 5100 networks.

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Scope of this document

This document is intended to assist technical administrators in designing and conﬁguring a Converged Desktop environment between CS 1000 and MCS 5100 systems. The examples provided in this document represent only one example of design and conﬁguration. "Description of the network

conﬁgured in this document" (page 48) provides the outline of the network

used as an example only.

How Converged Desktop Services works

Session Initiation Protocol Converged Desktop Service (SIP CDS) is a CS 1000 and MCS 5100 feature. SIP CDS allows users to have simultaneous access to multimedia features on MCS 5100, and to business grade telephony features on CS 1000 systems. The Converged Desktop feature gives users access to business grade telephony features not supported by the SIP standard, while also allowing users to take advantage of the multimedia functionality of MCS 5100. The user’s existing telephone is used for telephony functionality while the PC Client delivers the multimedia features.

A Converged Desktop consists of a telephone and multimedia PC Client (PCC) software (see Figure 1 "Converged Desktop" (page 14)). The supported telephones include analog (500 or 2500-type) telephones, digital telephones, and IP Phones. A SIP Phone cannot be conﬁgured as a Converged Desktop. A SIP telephone can be conﬁgured on the MCS 5100 as a stand-alone device or be tied to a PC Client. In both instances, the SIP telephone receives only features associated with the MCS 5100.

Figure 1 Converged Desktop

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In Converged Mode, both the CS 1000 telephone and the MCS 5100 PC Client are integrated to provide both feature sets. In Converged Mode, the CS 1000 telephone effectively becomes the audio device for the MCS 5100 PC Client, so that any audio requirement from the MCS 5100 user (for example, Click-to-Call) is directed to the CS 1000 telephone.

A user may selectively deactivate Converged Mode, so both the MCS 5100 client and the CS 1000 telephone become stand-alone devices. This allows remote users to utilize the MCS 5100 client for both multimedia and voice functionality (for example, using a USB headset with the MCS 5100 PC Client). The voice functionality on a MCS 5100 client in Unconverged Mode is limited to the voice features supported on the MCS 5100. The CS 1000 telephone maintains its full feature set as programmed.

The Converged Desktop feature utilizes the CDS software on the Signaling Server and the SIP Trunking Application to integrate the two systems. These functions became available in CS 1000 Release 4.0.

CDS is enabled between CS 1000 and MCS 5100 using several components, including:

•

SIP Trunking Application — SIP Gateway and Virtual Trunk Route

•

CDS on the Signaling Server

•

Application Module Link (AML) and Value Added Server (VAS) assigned to the CDS application over the common ELAN subnet

•

Control Directory Number (CDN) (Converged Services Directory Number [CSDN]) to trigger messaging over the AML/VASlink associated with CDS

•

Automatic Call Distribution (ACD) queue with agents — used for the Personal Call Assistant (PCA) application associated with CDS

•

telephone Class of Service — used to enable Converged Desktop messaging

•

telephone option for CSDN — redirects inbound calls directed to the telephone to CSDN to enable Converged Desktop signaling

•

optional Recorded Announcement (RAN) route — used to play progress or delay indication to caller while waiting for PCA agent

•

Converged Desktop as a part of the Service Package for the MCS Client user

•

dialing plan for CS 1000 and MCS 5100

In general, when a CS 1000 user is designated as a Converged Desktop user, they receive a CS 1000 telephone and an MCS 5100 PC Client. The telephone is programmed with a Class of Service to allow CDS messaging (the options described in "CDS conﬁguration: overview" (page 47)).

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When a call terminates to the CS 1000 telephone, the CDMV or CDMO Class of Service redirects the call to the CSDN deﬁned on the telephone, before ringing the CS 1000 telephone. The CSDN is a CDN used for CDS. This CDN number is also conﬁgured on the Signaling Server so that it can be acquired by the CDS application when the Signaling Server starts.

When the call terminates to the CDN a message is sent over AML/VAS to the CDS as notiﬁcation of the incoming call. If the call is a virtual trunk call, and queued on a CDN, a Digital Signal Processor (DSP) resource is used to play the ringback to the caller because CDN is a TDM resource. (A DSP resource is required to handle media between a TDM resource and an IP resource.) The CDS cannot determine where the call terminates, either on the CS 1000 telephone or in the SIP network; the termination location is based on the user’s Advanced Screening options in the MCS 5100 Client. Therefore, the CDS instructs the Call Server to make a Virtual Trunk call to a predetermined number, as deﬁned on the Signaling Server (the Service DN used for making a VTRK call from an Agent) and the CS 1000 dialing plan. This call reserves a Virtual Trunk in case it is required to terminate the call to a SIP device (if so conﬁgured in the user’s Advanced Screening options). After the Virtual Trunk call is established, CDS sends a SIP INVITE message to the MCS 5100 using the SIP Gateway Application.

The MCS 5100 receives the INVITE message and processes it on the user’s PC Client. The user’s Advanced Screening options are checked for any rules that determine the destination. If no rules exist and the user is in Converged Mode, the MCS 5100 notiﬁes the CDS application to notify the converged telephone. The CDS bridges the call and the Virtual Trunk is dropped. An MCS 5100 call notiﬁcation screen-pop appears, and the CS 1000 telephone rings. The call is answered on the CS 1000 telephone and call logs are generated on the MCS 5100 PC Client. If the caller is another SIP device or Converged Desktop user, all MCS 5100 features become available for the call.

For outbound calls, the user may use their MCS client in a Click-to-Call scenario or use the keypad of their CS 1000 telephone. When using the MCS 5100 Client, the user has access to all directories available and can process a call. When the user selects a directory entry or dials a telephone number, the MCS 5100 sends an INVITE message to the CS 1000, and CDS processes the call to the CS 1000 telephone. The telephone must be answered before CDS can process the second leg of the call. When the call is answered at the CS 1000 telephone, the destination called and the two calls are bridged together. The PCA application is used for making these calls. The MCS 5100 Client activates call logs. If the destination is another SIP device, the MCS 5100 Client allows multimedia features.

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In Converged Mode, incoming and outgoing calls to and from a converged telephone notify the MCS 5100. Upon notiﬁcation, the MCS 5100 then provides different SIP services and features to the user. The features include the following, depending on where the call is destined, or from where it originated.

All calls to or from a Converged Desktop user receive:

•

Call log — Allows a user to see who has called and when the call occurred.

•

Real-time call state update — Provides the presence (status) of a user. For example, "active on the phone" or "active available".

•

Presence update — Displays the status of other users if the user is added in the Friends list. The Friends list is a list of friends/users that were added (by the user) from the Personal Directory Book, Global Directory Book, or from the call logs. This feature is provided by the MCS 5100 to all PC Clients (including the Converged PCC). Activity on the telephone can update the presence on the PC Client. For example, establishing a voice call to the telephone can update your presence for all registered MCS 5100 users to a presence update such as "Active on the phone". Other presence updates include "Available", "Unavailable", or "Ofﬂine".

•

Popup window on the converged PC Client — Opens a window when receiving a call. The user sees the caller’s name and picture ID (if a picture is available). A popup window also opens when the user calls another Converged Desktop user or calls a stand-alone SIP user.

•

Click-to-Call — Allows a user to click a contact from their PC Client and make a call. The call is initiated from the PC Client but the call is placed from the telephone. For more information, see "Click-to-Call" (page 25).

The following features are available if the call if originated on, or destined for, a SIP client:

• Application sharing — Allows users to share applications such as whiteboard functionality, clipboard transfers, instant messaging, and ﬁle transfers.

•

Video — Allows users to have a video conversation. The voice portion of the conversation is provided by the telephone and the video portion is provided by the PC Client. It is possible to add video to an already initiated telephone conversation. If in Converged Mode, the video can be started manually from the PC Client. The Converged Desktop application knows from where to pick up the video because the requested video session is bound with the voice conversation. If the voice conversation is dropped, then the video session is automatically closed.

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•

Web co-browsing — Allows users to share a web browser. If both users have the web co-browsing feature, then one user can automatically control (or drive) the other user’s web browser.

All of these features are achieved by sending originating and terminating call notiﬁcations to the MCS 5100.

Users in a mixed CS 1000/MCS 5100 network

CS 1000 and MCS 5100 systems can interoperate directly using SIP. Both systems can be deployed in a single mixed customer network. Table 1

"Types of users in a mixed CS 1000 and MCS 5100 customer network" (page 18) shows the three types of users in this mixed CS 1000 and MCS

5100 customer network.

Table 1 Types of users in a mixed CS 1000 and MCS 5100 customer network

User Description

CS 1000 user A CS 1000 user has an account created on the CS 1000 system. The only

client available to the CS 1000 user is a client under CS 1000 control.

This user does not have an account on the MCS 5100 system and the user cannot use clients under MCS 5100 control.

MCS 5100 user An MCS 5100 user has an account created on the MCS 5100 system. The

only client available to the MCS 5100 user is a client under MCS 5100 control.

This user does not have an account on the CS 1000 system. The user cannot use clients under CS 1000 control.

Converged Desktop (CD) user

A Converged Desktop user has two accounts:

•

a CS 1000 account

•

an MCS 5100 account

The Converged Desktop user also has two available clients:

• a client under CS 1000 control (for example, an IP Phone 2004)

•

a client under MCS 5100 control (the Multimedia PC Client)

A Converged PC Client always uses the CS 1000 client as an endpoint for audio streams (in this conﬁguration, the Multimedia PC Client cannot terminate/originate audio streams). A call itself can be initiated on the CS 1000 client or on the Multimedia PC Client. The Multimedia PC Client uses the "Click-to-Call" mechanism to engage the CS 1000 client in the call.

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Note: When a Converged Desktop user is not in a converged state, the user effectively becomes an MCS 5100 user and the CS 1000 device becomes a stand-alone voice device.

Converged Mode and Unconverged Mode

An MCS 5100 client can be in one of the two following modes:

•

Converged Mode — The MCS 5100 client uses the CS 1000 voice path. It also uses the AML link for CDS signaling.

• Unconverged Mode — The MCS 5100 client uses the MCS 5100 voice path. It does not use the AML link for CDS signaling.

The mode is deﬁned when each Client is conﬁgured.

Note: Thisdocument assumes that the MCS 5100 client is in Converged Mode. Exceptions for Unconverged Mode are noted.

CDS originating and terminating call handling

The implementation of the Converged Desktop Service includes two parts:

•

outgoing call (or a telephone-originated call) notiﬁcation to the MCS 5100

•

incoming call (or a call terminated on a converged telephone) notiﬁcation to the MCS 5100

Users in Converged Mode can be deﬁned with two Classes of Services for Converged Desktop:

•

CDMO = Converged Desktop Multimedia Only — The user has an MCS 5100 PC Client and a CS 1000 desktop telephone. The user has access to all MCS 5100 multimedia features (such as video), except Personal (PA) routing.

•

CDMV = Converged Desktop Multimedia and Voice — The user has an MCS 5100 PC Client and a CS 1000 desktop telephone. The user has access to all MCS 5100 multimedia features (such as video), including PA routing.

Making a call

Users can make an outgoing Converged Desktop call in two ways:

•

Dial from a CS 1000 telephone.

•

"Dial" from an MCS 5100 PC Client (Click-to-Call) in one of the following ways:

— Press the Make a call button. — Select from a Call Log.

A call from the inbox to the PSTN is not supported.

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— Select from a Friends list or Directory book.

In both instances the following functionality is automatically provided:

•

The Call Log is updated after the call.

•

A pop-up window is generated if another CD user or SIP user was called.

•

The users’ Presences are updated after the call is answered.

Figure 2 "Call ﬂow: making a call from a CS 1000 desktop telephone" (page

20) shows the call ﬂow and messaging that occurs when a call is made

from a CS 1000 desktop telephone.

Figure 2 Call ﬂow: making a call from a CS 1000 desktop telephone

Legend: 1 Converged user A dials user B. 2

User B rings; Off-hook message sent.

Calling message sent.

4 PCC Call Log updated. 5

User B answers call.

Active message sent.

Call timer started.

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Converged user A releases.

Call disconnected; Disconnect message sent.

Release message sent.

12 Call timer stopped, Call Log updated.

Figure 3 "Call ﬂow: Click-to-Call" (page 21) shows the call ﬂow and

messaging that occurs during a Click-to-Call session.

Figure 3 Call ﬂow: Click-to-Call

Legend: 1

Click-to-Call action initiated.

Click-to-Call Invite message sent.

One idle PCA selected to call own phone.

4 Converged user A rings. 5

User A answers.

Initial call is answered.

Call is answered.

Call made to user B.

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Call between PCA and converged user A disconnected; call made from converged user A to user B.

Call placed to user B.

Receiving a call

Depending on the Class of Service (CDMV or CDMO) of the converged user, the call ﬂow will differ slightly. To receive a call, note the following:

•

A CD user in CS 1000 can be deﬁned as Multimedia Only user or Multimedia and Voice user.

•

All calls to CD users are sent ﬁrst to a predeﬁned CDN queue.

•

The MCS 5100 forks the call based on the user’s PA setting.

•

The new Class of Service (CDMO or CDMV) distinguishes the CD user from other users.

•

The CSDN prompt in LD10/11 deﬁnes the CDN queue.

•

A group of PCAs are deﬁned to serve as the agents servicing CDN.

• Use AML messages for call notiﬁcation and call control.

Figure 4 "Call ﬂow: call terminating to a user with a CDMV Class of Service" (page 22) shows the call ﬂow and messaging that occurs for a call

terminating to a user with a CDMV Class of Service.

Figure 4 Call ﬂow: call terminating to a user with a CDMV Class of Service

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Legend: 1

User A dials user B; call is forwarded to CDN.

Incoming call to CDMV user sent to CDS.

PCA selected; call made to Service DN to select a Virtual Trunk.

Virtual Trunk reserved.

INVITE message sent to CDS URL.

6 INVITE PC Client

•

Call Forking based on PA route

•

Call Log updated

•

Pop-up window generated

If PA settings allow a call to converged user B, then:

INVITE message sent to converged user B.

Select one idle PCA to call converged user B.

Calling converged user B.

10 Converged user B answers. 11

Call Answered message sent to CDS.

Message sent to Call Server to release Virtual Trunk and to connect user A and converged user B.

13,14 Call is established between user A and converged user B. 15

User B is active.

Call Log updated; call timer started.

Figure 5 "Call ﬂow: call terminating to a user with a CDMO Class of Service" (page 24) shows the call ﬂow and messaging that occurs for a call

terminating to a user with a CDMO Class of Service.

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Figure 5 Call ﬂow: call terminating to a user with a CDMO Class of Service

Legend: 1 User A dials user B; call is forwarded to CDN. 2

Incoming call to CDMO user sent to CDS.

PCA selected; call made to Service DN to select a Virtual Trunk.

Virtual Trunk reserved.

INVITE message sent to CDS URL.

INVITE PC Client

•

No Call Forking

•

Call Log updated

•

Pop-up window generated

302 Moved Temporarily message sent to CDS.

Message sent to Call Server to release Virtual Trunk and to connect user A and converged user B.

Converged user B called.

10Converged user B answers call.

Call is established between user A and converged user B.

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When receiving a call, the functionality of the PC Client is different from that when making a call. With CDMO, a call to a converged telephone always rings the converged telephone. It does not invoke PA routing. But with CDMV, a call to a converged telephone on MCS 5100 invokes PA routing to determine if it is to ring the converged telephone or another telephone.

AML ELAN numbers and VAS numbers

The messaging required for CDS to operate between the CS 1000 Call Server and the Signaling Server is achieved by deﬁning two functions:

•

Application Module Link (AML) — AML is the deﬁnition of a link to provide connectivity between two applications.

•

Value Added Server (VAS) — VAS is the Application Layer link carried through the AML link.

A new range of AML/VAS IDs has been created for CDS. To distinguish this AML link from existing AML ELAN links, the AML ELAN link numbers and VAS numbers are:

•

a range of 32–47 (inclusive) on Small Systems

• a range of 32–127 (inclusive) on Large Systems

with numbers greater than 32 reserved for the "logical" AML ELAN link. These numbers enable multiple CDS gateways and multiple MCS 5100

systems to be supported on CS 1000 systems in addition to other Meridian Link products (such as Symposium, CallPilot, or IP Call Recording), which also use ELAN link numbers.

The 16 existing AML links are used for physical connections to other applications.

Click-to-Call

The Click-to-Call feature enables users to originate voice calls from their PC Client when in Converged Mode. This feature is not available to CS 1000 telephones not conﬁgured for CDS.

Note: Click-to-Call operation for MCS 5100 Clients in Unconverged Mode may differ from that described.

When the call is established, a voice path is set up between the telephone of the originating converged user and the terminating side. The PC Client is not used to establish the voice path.

The user originates a Click-to-Call call by clicking on a number or address from such things as an address book, a call log, a buddies list, an inbox, an outbox, or by entering an address in an address ﬁeld on the PC Client.

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The following steps must be performed when using Click-to-Call:

•

The caller makes a call from the PC Client software and the caller’s telephone rings.

•

The caller must answer their telephone when it rings if the desktop telephone is an analog (500/2500-type) telephone or is part of a Multiple Appearance DN (MADN) group. Answering the telephone then directs the call to the called party. However, the call is automatically answered if the desktop telephone is a digital telephone or an IP Phone and is a Single Appearance DN.

Note: If the caller is in an MADN group, and the answered phone is conﬁgured with the default on-hook path Handsfree, the answered phone rings the called party using handsfree, even if the call is answered using a headset. This occurs because the answered phone makes the new call to the called party using the default on-hook path.

Operating parameters and feature interactions

The following items apply to all Converged Desktop users (including both incoming and outgoing Converged Desktop calls):

•

When a Converged Desktop user is a member of a Multiple Appearance Directory Number (MADN) group, the user must be Multiple Appearance Redirection Prime (MARP) to receive the Converged Desktop Service. Or,all users in the same MADN group must be conﬁgured with the same Class of Service, so that they receive the same Converged Desktop Service.

• The CDS feature applies only to a primary DN key. Calls made or received on any other keys do not receive the Converged Desktop Service.

•

If a call is answered by any non-Converged Desktop telephone, then the popup window, call log, and presence of the Converged Desktop user are removed after a few seconds. The timeout value for this setting is conﬁgurable (default value is 2 seconds).

•

A ConvergedDesktop user does not receive a popup window if the caller is an attendant and is using the Attendant Monitor feature. An attendant call terminating to the Converged Desktop does not notify the MCS 5100.

•

Group Call does not apply to a Converged Desktop caller. Initiating Group Call from a Converged Desktop user does not notify the MCS

5100.

•

MCS 5100 clients can be in Converged Mode or Unconverged Mode. The selected mode determines which functionality is available, as described throughout this document.

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In the Converged Desktop Environment, voice mail is supported only on the CS 1000 telephone, not the MCS 5100 Client.

Call walk-throughs

The ﬁgures in this section show messages exchanged between a CS 1000 system and an MCS 5100 system with different conﬁgurations. Although two CS 1000 systems appear in the ﬁgures, they collapse into one if the call is internal.

The different conﬁgurations are:

• Figure 6 "Outgoing Converged Desktop call" (page 27)

•

Figure 7 "Incoming call to CDMV user with forking" (page 28)

•

Figure 8 "Incoming call to CDMV user with NO forking" (page 28)

•

Figure 9 "Incoming call to CDMO user" (page 28)

•

Figure 10 "Combined incoming and outgoing Converged Desktop call" (page 29)

Figure 6 Outgoing Converged Desktop call

Call walk-throughs 27

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Figure 7 Incoming call to CDMV user with forking

Figure 8 Incoming call to CDMV user with NO forking

Figure 9 Incoming call to CDMO user

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Figure 10 Combined incoming and outgoing Converged Desktop call

Feature requirements

CS 1000 systems

CS 1000 systems require:

Feature requirements 29

•

CS 1000 Release 4.0 or later software

•

Nortel Symposium Call Center (NGCC) (also referred to as Next Generation Call Center) package 311 (Level 2 or 3b)

•

SIP Gateway and Converged Desktop Package (SIP) package 406 (Level 2)

•

ACD and PCA licenses for PCA Agents

•

SIP Access Ports for the CDS application; may also need other SIP Access Ports for MCS 5100 users calling in Unconverged Mode, depending on trafﬁc requirements

•

Signaling Server with CDS and SIP Trunk applications enabled

MCS 5100 systems

MCS 5100 systems require MCS 5100 Release 3.5 or later software.

Product Enhancement Packages and Patches

In addition, you must ensure that all required Product Enhancement Packages (PEP) and patches are installed. For a list of the required PEPs and patches, refer to the Nortel web site at:

ww.nortel.com

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Feature implementation

For CDS to operate, you must have the following conditions in place:

•

MCS 5100 clients must assume the location identiﬁer (LOC) of a CS 1000 system. This enables one MCS 5100 system to provide CDS to many CS 1000 systems, having the MCS 5100 clients assume the location identiﬁer (LOC) of each CS 1000 system.

•

The dialing plan and numbering plan between the CS 1000 systems and the MCS 5100 system must be compatible. See "Dialing and numbering

plan issues for the mixed network" (page 30), and "Examples of dialing and numbering plan conﬁguration for mixed networks" (page 37).

Note: If the original converged phone is call forwarded to another number, the forwarded phone is used as the terminator, however the Converged Multimedia PC Client call window for the original Converged phone continues to appear.

Implementation summary

In order to use SIP Converged Desktop Services, the SIP Trunk Gateway must ﬁrst be conﬁgured. See IP Peer Networking Installation and Commissioning (NN43001-313).

Conﬁguration of the SIP CDS requires conﬁguration on both the CS 1000 system and the MCS 5100 system. For CS 1000 conﬁguration, refer to

"Conﬁguring CS 1000" (page 49). For MCS 5100 conﬁguration, refer to "Conﬁguring MCS 5100" (page 67).

Dialing and numbering plan issues for the mixed network

In a mixed CS 1000/MCS 5100 network, special attention must be placed on addressing.

If a call is originated by a CS 1000 user and the call must terminate at an MCS 5100 user, the destination address given to the MCS 5100 system must make sense for the MCS translation engine. The same requirement applies to the call in the opposite direction — a destination address passed to the CS 1000 system by the MCS 5100 must make sense to the CS 1000 translation engine.

Digit-based addresses and alphanumeric addresses

The CS 1000 translation engine supports only digit-based addresses. An example is 5573.

The MCS 5100 translation engine supports both digit-based and alphanumeric addresses. Examples are 3435573 and asmith.

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