Nortel Networks NN44200-313 User Manual

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Nortel CallPilot

Quickstart Guide

NN44200-313

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Document status: Standard Document version: 01.02 Document date: 19 May 2008

Sourced in Canada. 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. The process of transmitting data and call messaging between CallPilot and its servers, switches or system is

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

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How to get help 7

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

CallPilot 5.0 installation 9

Prerequisites to CallPilot 5.0 installation 9 CallPilot 5.0 installation tasks 10 Time requirements 11

CS 1000/M1 system status check 13

CS 1000/M1 system status check tasks 13 Checking the current IP address of the PBX (LD 117) 14 Checking the currently conﬁgured VAS IDs 14 Checking the ELAN interface status of the PBX (LD 137) 15 Enabling the ELAN interface of the PBX (LD 137) 15 Checking the status of the ELAN connection to the PBX (LD 48) 15

CallPilot resource conﬁguration 17

CallPilot resource conﬁguration tasks 17 Conﬁguring a new ELAN ID and VAS ID (LD 17) 18 Conﬁguring system parameters (LD 17) 19 Deﬁning CallPilot in the customer data block (LD 15) 20 Conﬁguring the Route Data Block (LD 16) 22 Conﬁguring Automatic Call Distribution (LD 23) 23 Conﬁguring the DFDN (LD 23) 24 Conﬁguring the CDN queue (LD 23) 25 Conﬁguring ACD agents (LD 11) 26 Provisioning telephones (LD 11) 27 Enabling card slots (LD 32) 29 Saving CS 1000/M1 changes (LD 43) 30

CallPilot server general description 31

600r CallPilot server 31

Front panel 31 Back panel 32

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6 Contents

1005r CallPilot server 33

Front panel 33 Back panel 35

CallPilot server preinstallation 37

Recommended tools 37 CallPilot server preinstallation tasks 38 Choosing a location 38 Preparing the site 38 Connecting to the network 39 Unpacking the server 39

CallPilot server installation 41

CallPilot server installation tasks 41 Rack-mounting the server 41 Installing peripheral devices 42 Installing cables and grounds 43 Performing preboot checks 45 Connecting the server to power and starting it 45

CallPilot server conﬁguration 47

CallPilot server conﬁguration tasks 47 Logging on to the CallPilot server 47 Completing the Setup Wizard and installing PEPs 47 Running the Conﬁguration Wizard 49 Conﬁguring new mailboxes and additional tasks 52 Backing up the system 53

CallPilot server testing 55

CallPilot server testing tasks 55 Checking CallPilot connectivity and channels 55 Verifying that you can log on to mailboxes 56 Verifying that you can leave a message 57 Verifying that you can retrieve a message 57 Verifying that each CallPilot channel is functioning correctly 57 Testing pcAnywhere using a remote PC 58 What is next? 59

Installing the CallPilot 5.0 image 61 Conﬁguring phantom DNs 63

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How to get help

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

Getting help from the Nortel Web site

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

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). 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

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:

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8 How to get help

www.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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CallPilot 5.0 installation

The CallPilot 5.0 Quickstart Guide provides basic instructions on new hardware installation and basic conﬁguration of a CallPilot 5.0 system. After using this guide to set up a basic CallPilot conﬁguration, you should be able to dial a mailbox, leave a message and retrieve a message using the telephone. For more detailed conﬁguration information, see the appropriate technical documentation.

This document is designed to be followed from start to ﬁnish and is intended for experienced installers.

Prerequisites to CallPilot 5.0 installation

Before you proceed with installation of a CallPilot 5.0 system using this guide, you should have the following knowledge and skills:

• Understanding of basic programming and provisioning for CallPilot 5.0.

•

Understanding of basic programming and provisioning for the Communication Server 1000 (CS 1000) or Meridian 1 (M1) system.

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Knowledge of personal safety precautions to take to minimize risk of injury when installing components.

DANGER

Risk of injury by electric shock

To minimize risk of injury by electric shock, take care when working with power equipment and connections.

DANGER

Risk of injury by laser

Never look directly into the end of a ﬁber cable or use an optical device to look at the end of a ﬁber cable unless you are certain that the other end of the cable is not connected. The laser traveling through a ﬁber cable can injure the retina.

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10 CallPilot 5.0 installation

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Understanding of electrostatic discharge and how to prevent it. Electrostatic discharge (ESD) is the transfer of charge between bodies at different electrical potentials. ESD can change the electrical characteristics of a semiconductor device and degrade or destroy it. ESD can also disrupt the normal operation of an electronic system by causing equipment malfunction or failure. Follow these guidelines to prevent ESD:

— To dissipate or neutralize electrostatic charges, use proper grounding

— When handling modules, always wear an antistatic wrist strap

— Always set modules on appropriate antistatic material. Proper

•

Knowledge of general practices to protect equipment modules from damage. Follow these guidelines to prevent damage to equipment modules:

and use conductive or dissipative materials.

connected to the same ESD grounding point as the equipment being worked on. Any charge in your body will go to ground rather than transferring to hardware modules.

antistatic packaging effectively shields the product from charge and reduces the generation of charge caused by movement of the product within the container.

— Handle modules by the faceplate. Do not touch pins or electrical

connections.

— Do not leave slots open. All slots must be ﬁlled with modules or

be covered with slot covers, if empty, in order to maintain safety compliance, proper cooling, and EMI containment in the shelf.

— Ensure that your environment meets the necessary requirements for

temperature, humidity, and cleanliness. Refer to the environmental requirements for your switch and server in the CallPilot server conﬁguration guide for your switch model.

— Replace the optional air ﬁlter regularly (approximately every three

months) in order to maintain proper cooling and airﬂow through the shelf.

— Do not over-tighten thumb screws or lug nuts. Tighten until snug

plus a quarter turn. If you use a power tool to tighten screws, use a low torque setting (2–3 lbs/sq in).

CallPilot 5.0 installation tasks

The following is a list of the CallPilot 5.0 installation tasks covered in this guide, listed in the correct sequence. To link to detailed procedures for each task, click the text.

•

"CS 1000/M1 system status check tasks" (page 13)

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"CallPilot resource conﬁguration" (page 17)

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"CallPilot server preinstallation" (page 37)

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"CallPilot server installation" (page 41)

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"CallPilot server conﬁguration" (page 47)

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"CallPilot server testing" (page 55)

Time requirements

The following table shows the approximate time required to complete each task in the work ﬂow.

Table 1 Time requirements

Task Time to completion

CS 1000/M1 system status check 15 minutes CallPilot resource configuration 2 hours CallPilot server preinstallation 1 hour CallPilot server installation 1 hour

Time requirements 11

CallPilot server configuration 2 hours CallPilot server testing 1.5 hours

Total time to completion = 7 hours 45 minutes

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12 CallPilot 5.0 installation

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CS 1000/M1 system status check

This task describes how to check the Communication Server 1000 (CS

1000) or the Meridian 1 (M1) system status. To successfully install a basic CallPilot system, you must provision or verify

the following parameters on the telephony switch (CS 1000 or M1):

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PBX IP and host name

•

VAS ID

•

ELAN ID

• system parameters

•

ACD

•

DFDN

• CDN

•

ACD agents

•

telephones

CallPilot can be provided only on a per-customer basis on the CS 1000 or M1 system. ELAN messages used for communication between the telephony switch and CallPilot contain a customer number to which CallPilot belongs. In these procedures, ensure that you enter the correct customer number in the overlays.

CS 1000/M1 system status check tasks

The followingis a list of tasks you perform to check the status of the CS 1000 or M1 system. To link to detailed procedures for each task, click the text.

•

"Checking the current IP address of the PBX (LD 117)" (page 14)

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"Checking the currently conﬁgured VAS IDs" (page 14)

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"Checking the ELAN interface status of the PBX (LD 137)" (page 15)

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"Enabling the ELAN interface of the PBX (LD 137)" (page 15)

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14 CS 1000/M1 system status check

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"Checking the status of the ELAN connection to the PBX (LD 48)" (page

15)

Checking the current IP address of the PBX (LD 117)

Perform the following procedure to check the current IP address in the CS 1000 or M1 system.

Step Action 1

Connect to the PBX. If you have not already done so, log on using the proper account

with the following syntax: logi <login name>

3 4 5 6

Press Enter. At the prompt, type the password for the login name and press Enter. Enter LD 117. Enter STAT HOST to display the IP addresses and host names

conﬁgured in the CS 1000 or M1 system.

Note: If there is no IP provisioning completed, see the CS 1000 System and CallPilot Server Conﬁguration guide (NN44200-312)

for advanced provisioning. When provisioning is complete, return to this guide and continue to the next procedure.

To exit the overlay, enter ****.

—End—

Checking the currently conﬁgured VAS IDs

Step Action 1 Connect to the PBX.

2 3 4 5

Enter LD 22. At the REQ prompt, enter PRT. At the TYPE prompt, enter VAS. If there are some VAS IDs provisioned, take note of the VAS ID

information. If there are no VAS IDs provisioned, this guide explains the steps to provision them in the next chapter.

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Checking the status of the ELAN connection to the PBX (LD 48) 15

—End—

Checking the ELAN interface status of the PBX (LD 137)

Perform the following procedure to check the ELAN interface status.

Step Action 1

2 3

Connect to the PBX. Enter LD 137. Enter STAT ELNK. The status of the ELAN interface appears.

Note: If the ELAN interface is not conﬁgured, continue to

"Enabling the ELAN interface of the PBX (LD 137)" (page 15).

If it is conﬁgured, continue to "Checking the status of the ELAN

connection to the PBX (LD 48)" (page 15).

To exit the overlay, enter ****.

—End—

Enabling the ELAN interface of the PBX (LD 137)

Perform the following procedure to enable the ELAN interface. If it is already enabled, skip to the next procedure.

Step Action 1

Connect to the PBX.

2 3

Enter LD 137. Enter CHG ELNK ACTIVE NAME, where NAME is the host name

for the primary IP address.

To exit the overlay, enter ****.

—End—

Checking the status of the ELAN connection to the PBX (LD 48)

Perform the following procedure to check the status of the ELAN connection to the PBX.

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16 CS 1000/M1 system status check

Step Action 1

2 3

Connect to the PBX. Enter LD 48. Enter STAT ELAN to display a list of current AML links.

Note: Take note of any enabled and active ELANs. This will be useful when deciding if a new VAS ID and ELAN ID are required.

To exit the overlay, enter ****.

—End—

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CallPilot resource conﬁguration

This task describes how to conﬁgure CallPilot 5.0 resources on the Communication Server 1000 (CS 1000) or Meridian 1 (M1) system.

CallPilot can be provided only on a per-customer basis on the CS 1000 or M1 system. AML messages used for communications between the telephony switch and CallPilot contain a customer number to which CallPilot belongs. In these procedures, ensure that you enter the correct customer number in the overlays.

CallPilot resource conﬁguration tasks

The following is a list of tasks you perform to conﬁgure CallPilot 5.0 resources on the CS 1000 or M1 system. To link to detailed procedures for each task, click the text.

•

"Conﬁguring a new ELAN ID and VAS ID (LD 17)" (page 18)

•

"Conﬁguring system parameters (LD 17)" (page 19)

•

"Deﬁning CallPilot in the customer data block (LD 15)" (page 20)

•

"Conﬁguring the Route Data Block (LD 16)" (page 22)

•

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

•

"Conﬁguring the DFDN (LD 23)" (page 24)

•

"Conﬁguring the CDN queue (LD 23)" (page 25)

•

"Conﬁguring ACD agents (LD 11)" (page 26)

•

"Provisioning telephones (LD 11)" (page 27)

•

"Enabling card slots (LD 32)" (page 29)

•

"Saving CS 1000/M1 changes (LD 43)" (page 30)

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18 CallPilot resource conﬁguration

Conﬁguring a new ELAN ID and VAS ID (LD 17)

Deﬁne and conﬁgure the ELAN subnet for the AML link and its associated VAS ID in the conﬁguration record. This provides the Ethernet connection over which AML messages are exchanged between the CS 1000 or M1 system and CallPilot. A separate ELAN must be created for CallPilot and Contact Center for the purpose of integration.

Perform this procedure only if there is no VAS ID provisioned or available.

Step Action 1

2 3

Connect to the PBX. Enter LD 17. Enter the appropriate values as described in the following table to

conﬁgure a new ELAN ID. For prompts not listed in the following table, press Enter to accept the default.

Table 2 LD 17 - Conﬁguring the ELAN ID

Prompt Response Notes

REQ CHG TYPE ADAN ADAN NEW ELAN xx Where xx is the next available

number, 16 – 31. CTYP ELAN DES

LCTL

Enter the appropriate values as described in the following table to

a..a

<cr>

Enter a relevant description (for

example, CallPilot).

conﬁgure a new VAS ID. For prompts not listed in the following table, press Enter to accept the default.

Table 3 LD 17 - Conﬁguring the VAS ID

Prompt Response Notes

REQ CHG TYPE VAS VAS NEW VSID

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Enter the number entered for

the ELAN ID above.

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Conﬁguring system parameters (LD 17) 19

Prompt Response Notes

ELAN

SECU YES

Enter the number entered for

the ELAN ID above.

To exit the overlay, enter ****. Tech tip: To view the new ELAN, enter LD 22. Enter PRT at the REQ

prompt, then ADAN. A list of all provisioned IDs appears. Use the capture text function in hyperterminal to save a text ﬁle of the output.

—End—

Conﬁguring system parameters (LD 17)

Tech tip: To view a list of all provisioned system parameters, enter LD 22

and enter PRT at the REQ prompt, then CFN. Use the capture text function in hyperterminal to save a text ﬁle of the output.

Step Action 1 Connect to the PBX.

2 3

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.

Table 4 LD 17 - Conﬁguring system parameters

Prompt Response Notes

REQ CHG TYPE PARM NCR

xxx

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Enter the number of DS0

channels multiplied by 2 plus

the current NCR.

For example, if the current NCR

is 500 and there are 24 DS0

channels, enter 548.

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20 CallPilot resource conﬁguration

Prompt Response Notes

CSQI

CSQO

xxx

Enter the number of CallPilot

DS0 channels multiplied by 2.

For example, if there are 24

DS0 channels, enter 48.

Enter the number of CallPilot

DS0 channels multiplied by 2.

For example, if there are 24

DS0 channels, enter 48.

To exit the overlay, enter ****.

—End—

Deﬁning CallPilot in the customer data block (LD 15)

Tech tip: To view current system parameters, go to LD 21 and enter PRT at

the REQ prompt, and then CDB and the appropriate customer number. The result is a list of all the current information in the Customer Data Block. Use the capture text function in hyperterminal to save a text ﬁle of the output.

Step Action 1

2 3

Table 5 LD 15 - Conﬁguring Call Park Allowed and Message Center Included

Connect to the PBX. Enter LD 15. Enter the appropriate values as described in the following table to

add Call Park Allowed and Message Center Included. For prompts not listed in the following table, press Enter to accept the default.

Prompt Response Notes

REQ CHG TYPE ftr CUST OPT CPA MCI IDEF YES

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Customer number for CallPilot.

If Call Forward by Call Type

(CFCT) is enabled on the CS

1000 or M1 switch, enter YES.

Otherwise, enter NO.

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Deﬁning CallPilot in the customer data block (LD 15) 21

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

Table 6 LD 15 - Conﬁguring Call Redirection

Prompt Response Notes

REQ CHG TYPE rdr CUST FNAD FNAT FNAL CFNA CFN0 1-(4)-15 Number of normal ringing cycles

CFN1 1-(4)-15 Number of normal ringing cycles

CFN2 1-(4)-15 Number of normal ringing cycles

xx xxxx xxxx xxxx 4

Customer number for CallPilot. Enter the FDN for CallPilot. Enter the FDN for CallPilot. Enter the FDN for CallPilot.

for CFNA, Option 0.

for CFNA, Option 1.

for CFNA, Option 2.

Enter the appropriate values as described in the following table to deﬁne End-to-End Signaling Tone. For prompts not listed in the following table, press Enter to accept the default.

Table 7 LD 15 - Conﬁguring End-to-End Signaling Tone

Prompt Response Notes

REQ CHG TYPE ftr CUST EEST YES

Enter the appropriate values as described in the following table to

Customer number for CallPilot.

Enter NO if remote sites are set

to NO.

deﬁne Integrated Services Digital Network. For prompts not listed in the following table, press Enter to accept the default.

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22 CallPilot resource conﬁguration

Table 8 LD 15 - Conﬁguring Integrated Services Digital Network

Prompt Response Notes

REQ CHG TYPE CUST

net xx

Customer number for CallPilot. ISDN YES

PNI

HLOC

LSC

To exit the overlay, enter ****.

xxxxx

xxxx

Tech tip: To view a list of installed packages, enter LD 22 and enter PRT at the REQ prompt, then PKG. Use the capture text function in hyperterminal to save a text ﬁle of the output.

Enter NO if NMS is not installed

on the CS 1000 or M1 system.

Private Network Identifier.

Within one network, use the

same PNI value in LDs 15 and

16. When you interwork with

different networks, enter the

PNI of this CS 1000 or M1

system in LD 15, and the PNI of

the target or remote CS 1000 or

M1 system in LD 16.

The default PNI = 0 prevents

the operations of features such

as NRAG, NACD and NMS.

Home Location Code defined in

LD 90.

Local Steering Code defined in

LD 15.

—End—

Conﬁguring the Route Data Block (LD 16)

Perform the following procedure to conﬁgure the Route Data Block.

Step Action 1

Connect to the PBX. Enter LD 16.

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Conﬁguring Automatic Call Distribution (LD 23) 23

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

Table 9 LD 16 - Conﬁguring the Route Data Block

Prompt Response Notes

REQ CHG TYPE rdb CUST ROUTE

DES IDEF LOC RCLS EXT

To exit the overlay, enter ****.

xx xxx

aaa

Customer number for CallPilot.

Enter the number of the route

you wish to modify.

Description for the route.

Tech tip: To view all conﬁgured routes, enter LD 21. Enter PRT at the REQ prompt, RDB, and then the customer number, and press Enter through the remaining prompts. Use the capture text function in hyperterminal to save a text ﬁle of the output.

—End—

Conﬁguring Automatic Call Distribution (LD 23)

Conﬁgure only one ACD agent queue to service CallPilot, unless you are enabling the Symposium Voice Services Support feature. This queue holds all the agents that correspond to DS0 channels on the CallPilot server.

Step Action 1

2 3 Enter the appropriate values as described in the following table.

Connect to the PBX. Enter LD 23.

For prompts not listed in the following table, press Enter to accept the default.

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24 CallPilot resource conﬁguration

Table 10 LD 23 - Conﬁguring Automatic Call Distribution

Prompt Response Notes

REQ NEW TYPE ACD CUST ACDN

MWC NO MAXP

CALP POS IVR YES ALOG YES

xx xxxx

xxxx

Customer number for CallPilot.

This is the ACD DN the agents

point at.

Maximum number of agent

channels.

To exit the overlay, enter ****.

Conﬁguring the DFDN (LD 23)

Before you conﬁgure the CDN queue, deﬁne the default ACD DN to be referenced in the CDN. During normal operation, the CDN is in control mode, and callers are queued to be routed and then answered by CallPilot services. Under error conditions (for example, if the AML link is down), the CDN operates in default mode and calls are routed to the default ACD DN deﬁned for the CDN.

This procedure describes how to set up the default ACD DN so that these calls are handled by the attendant. For the attendant to process incoming calls to CallPilot when the CDN is in default mode, deﬁne a dummy ACD DN and set it to night call forward to the attendant.

Step Action 1

Connect to the PBX. Enter LD 23.

—End—

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

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Conﬁguring the CDN queue (LD 23) 25

Table 11 LD 23 - Conﬁguring DFDN

Prompt Response Notes

REQ NEW TYPE ACD CUST ACDN MWC NO

xx xxxx

Customer number for CallPilot.

Enter the DFDN.

MAXP

NCFW

To exit the overlay, enter ****.

Conﬁguring the CDN queue (LD 23)

The control DN is the single point to which the end user calls to access voice mail or use multimedia functions such as fax capabilities.

Perform this procedure to conﬁgure the following CDN queues:

• primary CDN for Voice Messaging. This becomes the main CDN queue.

•

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

Step Action

Maximum number of agent

channels.

Enter 1 to make this a DFDN

queue.

—End—

1 2 3

Connect to the PBX. Enter LD 23. Enter the appropriate values as described in the following table.

For prompts not listed in the following table, press Enter to accept the default.

Table 12 LD 23 - Conﬁguring the CDN queue

Prompt Response Notes

REQ NEW

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26 CallPilot resource conﬁguration

Prompt Response Notes

TYPE CDN CUST CDN

DFDN

xx xxxx

xxxx

Customer number for CallPilot.

Control DN of the CallPilot

system (for example, 4300).

The default ACD createdabove,

in the procedure "Configuring

the DFDN (LD 23)" (page 24).

To exit the overlay, enter ****.

Conﬁguring ACD agents (LD 11)

For CallPilot, you must deﬁne channels as ACD agents on M2008 digital sets. All agents are added to the conﬁgured ACD queues. Each agent must have the VCE and MMA Class of Service. To get the VCE class of service on the upper 16 units (15 to 31), you must ﬁrst specify the FLXA Class of Service. Each agent must be provisioned with the following feature keys: ACD, SCN, NRD, MSB, TRN, and AO3.

Tech tip: Each channel maps to the MGATE card slot in the CS 1000 or M1 system that the DS30 or DS30X cable is connected to from the CallPilot. For example, if your MGATE card is in slot 8 and your DS30 or DS30X cable 1-1 is connected, your ﬁrst channel TN may be 4.0.1.0 for a large system or

0.0.8.0 for a small system. For the purpose of this document, provision at least 2 agent channels. Additional agent channels can be conﬁgured later.

Step Action 1

Connect to the PBX.

—End—

2 3

Enter LD 11. Enter the appropriate values as described in the following table.

For prompts not listed in the following table, press Enter to accept the default.

Table 13 LD 11 - Conﬁguring ACD agents

Prompt Response Notes

REQ NEW TYPE

2008

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Provisioning telephones (LD 11) 27

Prompt Response Notes

TN aaa.bbb.ccc.ddd Terminal Number, where a =

loop, b = shelf, c = MGATE card

slot, d = channel for that card

(0–31). DES dddddd Description. CUST CLS KEY 0 ACD xxxx 0 yyyy xxxx = the ACD defined above

KEY 1 SCN xxxx xxxx = Single Call Non ringing

WTA UNR VCE MMA FLAX

Customer number for CallPilot.

in the procedure "Configuring

Automatic Call Distribution (LD

23)" (page 23).

yyyy = the position ID of the

agent,

For example: KEY: 0 ACD 4500

0 4571

DN KEY 2 MSB KEY 3 NRD KEY 4 TRN KEY 5 AO3

Tech tip: Take note of the TN, Key 0 position ID, and Key 1 SCN conﬁgured here. These parameters are required later in the CallPilot server conﬁguration.

4 5

Repeat step 3 for each ACD agent channel required. To exit the overlay, enter ****.

Provisioning telephones (LD 11)

In the examples in this procedure, an i2004 Model NTDU92 is used. To conﬁgure other models, refer to IP Phones: Description, Installation, and

Operation (553-3001-368) and Telephones & Consoles: Description, Installation and Operation (553-3001-367)

—End—

Step Action 1

Connect to the PBX.

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28 CallPilot resource conﬁguration

2 3

Enter LD 11. Enter the appropriate values as described in the following table.

For prompts not listed in the following table, press Enter to accept the default.

Table 14 LD 11 - Provisioning telephones

Prompt Response Notes

REQ NEW TYPE

TN aaa.bbb.ccc.ddd Terminal Number, where a =

a..a

Telephone type

For example:

i2004

loop, b = shelf, c = card slot, d =

card channel (0–31).

For example:

66 0 0 10

IP Phones require a VGMC

card. The TNs you configure for

IP Phones are virtual circuits.

Digital and analog telephones

require a digital or analog card. DES dddddd Description.

For example:

johns CUST

Customer number for CallPilot.

For example:

0 ZONE

For example:

0 FDN

xxxx

For example:

4300 CLS FNA MWA HTA HUNT

xxxx

For example:

4300

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Enabling card slots (LD 32) 29

Prompt Response Notes

KEY 0 SCR xxxx Where xxxx is the line number

of the telephone. This is the

number dialled or the line

selected when the user makes

a call from the telephone.

For example:

4710 KEY 16 MWK xxxx Where xxxx is the CDN of the

CallPilot system.

For example:

4300

4 Repeat step 3 for each telephone to be conﬁgured.

Conﬁgure at least two telephones for testing purposes.

5 6

To exit the overlay, enter ****. Connect two telephones to either a phone line or a proper network

connection, depending on the telephone type. Refer to the user guides speciﬁc to the telephones.

Ensure that you have dial tone on both telephones, and check that you can dial one phone from the other.

Enabling card slots (LD 32)

If the MGATE card slots are not automatically provisioned, perform the following procedure to enable them.

Step Action 1

2 3

Connect to the PBX. Enter LD 32. To display the status of the MGATE card, enter STAT n (where n is

the card slot used by the MGATE). For example: STAT 18.

—End—

If the MGATE card is disabled, enter ENLC n (where n is the card slot used by the MGATE) to enable it. For example: ENLC 18.

Repeat steps 3 and 4 for each required MGATE card.

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30 CallPilot resource conﬁguration

To exit the overlay, enter ****.

Saving CS 1000/M1 changes (LD 43)

Perform the following procedure to save all conﬁguration changes. If a reboot occurs before you save the system, all your changes could be lost.

Tech tip: The prompt for LD 43 is just a period ".". Entering the command EDD will complete a data dump to the on board ﬂash.

Step Action 1

2 3 4

Connect to the PBX. Enter LD 43. At the "." prompt, enter EDD. To exit the overlay, enter ****.

—End—

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CallPilot server general description

This section describes the hardware components of the CallPilot servers. For CallPilot Release 5.0, there are two server models: the 600r

CallPilot server and the 1005r CallPilot server. The 600r system is a small-capacity system that can handle up to 20,000 mailboxes. The 1005r is a large-capacity system that can handle up to 50,000 mailboxes. Both servers are rack-mounted servers that ﬁt into a standard 19” or 23” rack.

600r CallPilot server

Front panel

Figure 1 "600r CallPilot server - front panel" (page 31) shows the front panel

on the 600r. The front panel LEDs and control switches are highlighted in

Figure 2 "600r CallPilot server - front panel LEDs" (page 32) and Table 15 "600r CallPilot server - front panel LEDs" (page 32).

Figure 1 600r CallPilot server - front panel

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32 CallPilot server general description

Figure 2 600r CallPilot server - front panel LEDs

Table 15 600r CallPilot server - front panel LEDs

Label Description

A Power button B Reset button C Critical fault LED D Major fault LED E Minor fault LED F Power LED G Disk 0 activity/fault LED (green/amber) H Not used I Main power LED (green) J NIC activity LED (green) K System ID LED (white) L ID button M NMI button (not used)

Back panel

Figure 3 "600r CallPilot server - back panel" (page 33) shows the back panel

on the 600r. The back panel controls and features are described in Table 16

"600r CallPilot server - back panel controls and features" (page 33).

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Figure 3 600r CallPilot server - back panel

Table 16 600r CallPilot server - back panel controls and features

Label Description

A USB 0, USB1, USB2 (bottom to top) B PS/2 mouse input C SCSI port (requires terminator)

1005r CallPilot server 33

D MPB96 card E Power supply F AC power input G Ground studs H ELAN input I Nortel server subnet (CLAN) input J Video input K COM1 DB-9 serial port L PS/2 keyboard input

1005r CallPilot server

Front panel

Figure 4 "1005r CallPilot server - front panel" (page 34) shows the front panel

on the 1005r. The front panel LEDs and control switches are described in

Table 17 "1005r CallPilot server - front panel LEDs and controls" (page 34).

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Figure 4 1005r CallPilot server - front panel

Table 17 1005r CallPilot server - front panel LEDs and controls

Label Description

A Power button B Reset button C Critical alarm LED D Major alarm LED E Minor alarm LED F Power alarm LED G NMI switch (not used) H ID switch I ID LED J NIC activity LED K Status LED L Hard drive 1 activity and status M Hard drive 0 activity and status N DVD/CD/CD-RW O RJ45 COM1 serial port P USB 2 Q ESD connection

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Label Description

R Hard drive 1 pull handle S Hard drive 1 release lever T Hard drive 0 pull handle U Hard drive 0 release level

Back panel

Figure 5 "1005r CallPilot server - back panel" (page 35) shows the back

panel on the 1005r. The back panel controls and features are described in

Table 18 "1005r CallPilot server - back panel controls and features" (page

35).

Figure 5 1005r CallPilot server - back panel

1005r CallPilot server 35

Table 18 1005r CallPilot server - back panel controls and features

Label Description

A DB15 Telco alarm connector (not used) B PCI low profile cards (1, 2, 3 from bottom to top) C MPB 96 cards (1, 2, 3 from bottom to top) D Power supply 1 E Power supply 2 F PS/2 mouse and keyboard input G RJ45 COM2 serial port H Nortel server subnet (CLAN) input I ELAN input J Video input K USB 1

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36 CallPilot server general description

Label Description

L USB 0 (dongle connects here) M Server management LAN port N SCSI port (does not require terminator)

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CallPilot server preinstallation

This task describes the CallPilot server preinstallation.

Recommended tools

•

The following is a list of recommended tools for the job: — antistatic ESD wrist strap kit — cordless power drill with various Phillips, Robertson, and nut driver

bits

— hand-held Phillips, Robertson and standard screwdrivers in various

sizes — handheld hex nut drivers — needle-nosed pliers — tweezers — tape measure

— ﬂashlight — cable tie wraps (various lengths, mainly small ones required) — side cutters — utility knife or box cutter — RJ45 crimper with various dyes (if making phone and Ethernet

cables) — null modem serial cable (for troubleshooting purposes) — cable identiﬁcation labels — equipment log, to record system information (for example, model,

serial number, and installed options) — pen and note pad

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38 CallPilot server preinstallation

CallPilot server preinstallation tasks

The following is a list of tasks you perform to prepare for CallPilot server installation. To link to detailed procedures for each task, click the text.

• "Choosing a location" (page 38)

•

"Preparing the site" (page 38)

•

"Connecting to the network" (page 39)

• "Unpacking the server" (page 39)

Choosing a location

Choose a site for the CallPilot server by considering following factors:

•

The DS30 cables that connect the NTRH40CA MPB96 board on the CallPilot server to the MGate card on the switch can be up to 600 meters (1968 feet) long. This allows you to install the CallPilot server in a different building from the switch.

•

The DS30X cable that connects the NTRH40AA MPB96 board on the CallPilot server to the MGATE card on the switch is 20 meters (60 feet) long. The total distance from switch to CallPilot must be taken into consideration. Include rack transitions, cable bends, and any routing necessary in your calculations before you install.

•

A monitor, keyboard, and mouse are required to connect to the CallPilot server for local console access. These peripherals should be located in the same rack as the CallPilot server, or at least within visual distance of the server’s status LEDs.

•

The area must have proper cooling and airﬂow. Consider installing a shelf with perforated holes for the peripheral devices, above or below the CallPilot server.

Preparing the site

Perform the following procedure to prepare the site for the CallPilot server.

Step Action 1

Ensure that the site is clean and clear of any debris.

Place a table or secure surface near the install location of the

CallPilot server for unpacking and inspection.

The surface or table should be large enough to accommodate a .9 m

X .9 m (3’ X 3’) box weighing approximately 10.4 kg (23 lbs) for the

600r CallPilot server, or 20 kg (44 lbs) for the 1005r CallPilot server.

Place an Electrostatic Discharge (ESD) mat on the unpacking

surface.

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Unpacking the server 39

Install the rack, or ensure that a pre-existing rack is properly installed

with sufﬁcient space for the CallPilot server and peripheral devices.

The 600r is a 1U form factor and the 1005r is a 2U form factor.

Ensure that an external analog phone line is available for the USB

modem.

Ensure that a single-point ground reference is available for all the

power outlets serving the CallPilot server and its peripherals.

Connecting to the network

The CallPilot server has two network connections: the ELAN network interface for the ELAN subnet and the CLAN network interface for the Nortel server subnet.

The ELAN subnet connects the CallPilot server to the CS 1000 or M1 switch. Install the ELAN subnet on the same network as the CS 1000 or M1 switch you are using for the CallPilot system, as a dedicated Ethernet switch or hub segregated from any other network.

—End—

The Nortel server subnet is used for the following features: Desktop Messaging, CallPilot Reporter, My CallPilot, CallPilot Manager remote access, and Application Builder.

Both the ELAN subnet and the Nortel server subnet use standard network Ethernet Cat 5e cables. If cables are made on site, ensure that IEEE 802.3 standards are maintained and followed.

Unpacking the server

Perform the following procedure to unpack the CallPilot server. As you unpack each item, check it off against the packing list.

Step Action 1

Place the cardboard carton containing the CallPilot server on the

ﬂoor, close to the secure surface or table.

Open the box, carefully remove the server, and place it on the ESD

mat on the table or secure surface.

Check that the USB dongle with keycode and feature list is included,

and for the 600r model, ensure that a SCSI terminator is included.

Open the other boxes containing the peripheral devices and check

that the following devices are included:

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40 CallPilot server preinstallation

•

monitor

•

keyboard

•

mouse

•

USB modem

•

Tandberg tape drive

•

tapes

•

SCSI cable

•

power cords

Place the peripheral devices in a safe, secure area near the

installation site.

Open the software package and check that the following software is

included:

•

CallPilot image DVD for your system

• CallPilot service Update/PEP CD

•

CallPilot Application CD

•

CallPilot Desktop CD

• CallPilot My CallPilot CD

•

CallPilot Language Prompts CDs (3)

•

CallPilot Documentation CD

• printed DTR documentation

Place the software in a safe, secure area near the installation site.

Inspect the server and peripheral devices. Do not discard the

CallPilot server box in case a return is necessary.

Locate the external SCSI terminator (included loose within the server

shipping carton). Connect the terminator to the rear SCSI port.

—End—

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CallPilot server installation

This task describes the CallPilot server installation.

CallPilot server installation tasks

The following is a list of tasks you perform to install the CallPilot server. To link to detailed procedures for each task, click the text.

•

"Rack-mounting the server" (page 41)

•

"Installing peripheral devices" (page 42)

•

"Installing cables and grounds" (page 43)

•

"Performing preboot checks" (page 45)

•

"Connecting the server to power and starting it" (page 45)

Rack-mounting the server

Perform the following procedure for four- or two-post rack-mounting. The CallPilot server includes installation instructions for the 19” and 23”

Universal Rack Mount kits. Refer to the those instructions for more details.

Step Action 1

2 Attach the front-tab mounting bracket to the chassis on both sides.

Attach the inner rail to the chassis on both sides.

The bracket is reversible for a ﬂush mount install.

Using the four outer studs, assemble the mounting brackets to the

outer rail. Insert the four thread covers of the 4 inner studs.

For a two-post install, ﬂip the mounting brackets so they are facing in

to each other.

Tech tip: Hand-tighten the nuts at this stage so you can adjust the

distance for the server and rack.

Install the two outer rail subassemblies.

Eight mounting screws are required for a four-post install. For a

two-post install, six mounting screws are required.

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42 CallPilot server installation

5 6

Tighten all the nuts that you previously hand-tightened.

Slide the system into the rack.

Check that the inner rail ﬁts together with the outer rail.

To secure the server in place, install screws in the front-tab mounting

bracket to the rail.

For a two-post install, install four screws through the clearance slots

in the side of the outer rail assembly into the inner rail.

Installing peripheral devices

Perform the following procedure to install the peripheral devices on the CallPilot server.

Step Action 1

Optionally, install a perforated shelf for the modem and Tandberg

tape drive to sit on.

Nortel recommends that you use a perforated shelf rather than

placing the modem and tape drive directly on the CallPilot server

equipment. The holes in the perforated shelf promote air ﬂow and

cooling.

—End—

2 Place the modem and tape drive on the perforated shelf or, on an

alternative surface.

Connect one end of the USB cable into the modem. Connect the

other end of the USB cable into the rear panel of the server module:

USB 2 for the 600r CallPilot server, or USB 1 for the 1005r CallPilot

server.

Connect the analog phone line to the RJ-11 jack labeled TELCO

on the modem.

Connect one end of the SCSI cable to the tape drive. Connect the

other end of the SCSI cable to the SCSI port on the rear panel of

the CallPilot server.

Ensure that all connectors are tightened.

Note: You must remove the SCSI terminator before you can connect the tape drive. Ensure that there is a terminator installed on the tape drive. The 600r hard drive and tape drive are on the same SCSI bus. If a terminator is not installed in the loop, the hard drive may be damaged when the system is powered up.

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Installing cables and grounds 43

6 7

Set the SCSI ID on the tape drive to 6.

Install the monitor, keyboard, and mouse in the same location as

the server.

If you are using a KVM-type box, ensure that you have visual contact

with the LEDs on the CallPilot server.

Plug the keyboard and mouse cables into the PS/2 connectors on

the rear panel according to the labels.

Plug the monitor into the video connector on the rear panel.

Tighten screws on the connector.

Install the USB dongle into USB port 0.

Ensure that the feature key is in place.

Installing cables and grounds

Perform the following procedure to install cables and grounds for the CallPilot server.

This procedure assumes that the cable and RJ45 are terminated properly according to IEEE 802 Ethernet standards and are of sufﬁcient length. This procedure does not cover Ethernet cables of customized length.

—End—

Step Action 1

Install and connect the ELAN Ethernet cable to the NIC 2 connector

labeled on the back of the server from the ELAN hub or Ethernet

switch.

Or, use an Ethernet cross-over cable to connect directly to the CS

1000 or M1 switch. If you use this method, no device other than

CallPilot can connect to the ELAN subnet.

Install and connect the Ethernet cable for the Nortel server subnet

to the NIC 1 connector labeled on the back of the server from the

Nortel server subnet hub or Ethernet switch.

Not all sites require a Nortel server subnet; this subnet is used for

the following features: Desktop Messaging, CallPilot Reporter, My

CallPilot, CallPilot Manager remote access, and Application Builder.

Note: Connect the CS 1000 or M1 switch ELAN to the same subnet as the CallPilot server ELAN.

Note: Leave the Ethernet cable for the Nortel server subnet unplugged on the server side until antivirus software is installed on the server.

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44 CallPilot server installation

Install the power cords to all devices, but plug them only into the

receptacle, not into the end device. The devices requiring power are:

•

1005r server — two power cords, redundant power supplies

•

600r server — one power cord

•

monitor — one power cord

•

tape drive — one power cord

•

ELAN subnet Ethernet switch or hub — one power cord

•

Nortel server subnet Ethernet switch or hub — one power cord Note: The single-point ground (SPG) required by the system

can be an isolated ground (IG) bus or AC equipment ground (ACEG) bus in the service panel or transformer. The system must be connected to a safety ground or protective earth in accordance with NEC requirements. For international use, the system must be connected to safety ground or protective earth in accordance with Paragraph 2.5 of EN60950/IEC950.

Check the version of your MPB96 card or cards before proceeding.

The versions are identiﬁed as follows:

•

The NTRH40CA MPB96 board has three RJ-45 connectors on its faceplate. If you have an NTRH40CA, proceed to step 5.

•

The NTRH40AA MPB96 board has a single DB-44 connector on its faceplate. The MPB96 connects to the MGate using a DS30X cable. If you have an NTRH40AA, proceed to step 6.

Install and connect the DS30 cables from the switch MGATE card

to the CallPilot MPB96. There is no restriction as to which cable is

connected ﬁrst, as the NTRH40AC MPB96 can get its timing from

any of the three RJ-45 ports.

•

The RJ-45 connectors in the top MPB96 card are numbered from 1 to 3 starting at the right side of the server’s back panel (next to the power supplies) They are cabled to MGate cards 1 to 3 respectively

•

If there are three MPB96 cards in your server, the RJ-45 connectors in the middle card are cabled (from right to left) to MGate cards 4 to 6. The bottom MPB96 card is not connected to the switch.

Continue with "Performing preboot checks" (page 45)

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Connecting the server to power and starting it 45

Install and connect the DS30X cable from the switch MGATE card

to the CallPilot MPB96, starting from the switch side. The following

are guidelines:

•

The 3 connectors of each DS30X cable going to the MGate card are labeled with DS30X-1 to DS30X-3. Connect the DS30X-1 ﬁrst, the DS30X-2 second, and the DS30X-3 third. This is important for timing off the MGATE card.

•

If more then one MPB96 card is installed, ﬁrst connect the DS30X cable to the topmost MPB96 card, then to the middle card, and then to the bottom card.

•

Tighten all connectors. Loose connectors can cause loss of service.

Tech tip: It is easier to run the DS30X cable in starting from the telephony switch side. Protect the end connector of the cable.

Performing preboot checks

Perform the following preboot checks on the CallPilot server to ensure a smooth system boot.

—End—

Step Action 1

Check that a single-point ground (SPG) is followed for every device

requiring power in the CallPilot system. Check that power cords and

UPS devices are plugged into SPGs.

Check that all connectors and cables are properly tightened down

and connected where applicable.

Check that the dongle is plugged into the proper port and the feature

key is in it.

—End—

Connecting the server to power and starting it

For 600r servers: when you apply AC power to the 600r server, the server starts automatically. This is part of the BIOS startup sequence. It is important to follow the steps in the order given.

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46 CallPilot server installation

Step Action 1

Plug the power cords into all peripheral devices, including the

monitor, tape drive, and Ethernet switch or hub as applicable to

system setup.

2 Turn on all peripheral devices. 3

Plug the power cords into the CallPilot server.

Check that the status LEDs on the power supply are lit green.

Do one of the following:

•

For the 1005r server, push the power switch on the front panel to power on the server.

•

For the 600r server, if the server does not start automatically when you plug in the power cords, push the power switch on the front panel to power on the server.

5 6

Check that the status LEDs on the power supply are blinking green.

Wait while the server conﬁgures Windows 2003.

After the server automatically restarts several times, the Windows

logon screen appears.

—End—

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CallPilot server conﬁguration

This task describes the CallPilot server conﬁguration.

CallPilot server conﬁguration tasks

The following is a list of tasks you perform to conﬁgure the CallPilot server. To link to detailed procedures for each task, click the text.

•

"Logging on to the CallPilot server" (page 47)

• "Completing the Setup Wizard and installing PEPs" (page 47)

•

"Running the Conﬁguration Wizard" (page 49)

•

"Conﬁguring new mailboxes and additional tasks" (page 52)

• "Backing up the system" (page 53)

Logging on to the CallPilot server

Perform the following procedure to log on to the CallPilot server.

Step Action 1

From the local console, for the user name, enter administrator.

From the local console, for the password, enter Bvw250.

—End—

Completing the Setup Wizard and installing PEPs

Perform the following procedure to install Service Updates (SU) and PEPs on the CallPilot server.

Step Action 1

After you log on, the Setup Wizard appears automatically.

Click Next on the Welcome page of the Setup Wizard.

Insert the PEP CD into the DVD-ROM drive.

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48 CallPilot server conﬁguration

In the Service Update (SU)/PEP Installation page, select Yes, I

have updates that I want to install now.

Click Next.

A message appears, prompting you to install SUs and PEPs.

Browse to the PEP CD in the DVD-ROM (Z:) drive. For every PEP

or SU to be installed, review the readme ﬁle for important steps

required for the PEP or SU.

Tech tip: Ensure you read the readme ﬁle; readme ﬁles can contain

important steps pertaining to speciﬁc PEPs or SUs that are not

covered in this procedure.

To install an SU or PEP, double-click the runme.exe or runme.bat ﬁle

and click OK.

In the Service Update (SU)/PEP Installation page, select SU or PEP

to install and click Next.

8 9

A conﬁrmation message appears. Click Yes to continue.

If you are prompted to restart the server, do so.

10 Repeat steps 3 to 9 for each PEP or SU to be installed.

Note: If the system reboots, log back in to the system. If the Setup Wizard does not start automatically, select Start >

Programs > CallPilot > Setup Wizard.

11 In the Setup Wizard Welcome screen, click Next. 12

In the Service Update (SU)/PEP Installation page, select No, I do

not have updates that I want to install now.

13 14

Click Next.

In the Platform Validity page, check that the values listed are correct

and marked with green check marks. Click Next.

15 16

In the Telephony Board Validation page, click Next.

In the Upgrade of CallPilot page, click No, I do not have data to

restore.

Click Finish.

—End—

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Running the Conﬁguration Wizard

This procedure covers basic provisioning only. You can perform additional provisioning and advanced conﬁguration, such as media allocation, channels, CDNs, and languages, after completing the basic provisioning steps in this procedure. Alternatively, you can run the Conﬁguration Wizard at any time to make conﬁguration changes or add additional information. Additional provisioning and advanced conﬁguration adds time to the installation.

Step Action

Running the Conﬁguration Wizard 49

If CallPilot Manager is not already open in Internet Explorer, type

http://localhost/cpmgr in the address bar.

3 4

Log on to CallPilot Manager using the following default credentials:

•

Mailbox number: 000000

•

Password: 124578

•

Server: localhost

•

Location: leave this ﬁeld blank

Click Login.

When prompted, change the default administrator password for

mailbox 000000 as follows:

a. Type the current password, 124578.

b. Type a new password.

c. Type the new password again.

On the Welcome to CallPilot Manager page, click Conﬁguration

Wizard.

On the Conﬁguration Wizard: Welcome page, click Next.

On the Keycode and serial number page, do the following:

a. Type the Serial number assigned to the USB dongle that is

b. Type the Keycode assigned to the CallPilot register from the

c. Click Next.

On the Feature Veriﬁcation page, review the parameters to ensure

they are correct, and then click Next.

9 On the Server Information page, do the following:

plugged into the CallPilot system.

dongle.

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50 CallPilot server conﬁguration

a. Type the Computer name.

b. Select the Time Zone.

c. Type the Area Code and Country Code.

d. Type the LDAP search base.

e. Click Next.

11 12

On the Password Information page, when prompted, change the

administrator password for the workstation local login as follows:

a. Type a new password (secure format required).

b. Type the new password again.

c. Click Next.

d. If a warning message appears, click OK.

In the Multimedia Allocation page, click Next.

In the M1 Switch Information page, do the following:

a. From the Switch type options, select the switch type. Choose

M1 for a large system format and M1 Option 11 for a small system format.

b. In the Switch Customer Number box, type the switch customer

number that the CallPilot system uses. c. In the Switch IP Address box, type the IP address of the PBX. Tech tip: Every channel represents an agent resource that the

CallPilot system can use. The channels require provisioning on the telephony switch side ﬁrst. Two test channels should have already been provisioned. Add the two test channels as follows:

d. From the list of channels, click the Channel Name

e. In the Channel Detail Information page, type the information

f. Leave the Channel Allocation conﬁgured as Multimedia. g. Click OK. h. For the second provisioned channel, repeat steps d to g. i. Click Next.

13 14

In the Meridian 1 CND Information page, click New. In the CND Detail page, do the following:

(STI01-001-001 or STI1-001-002).

for the ﬁrst provisioned channel. Refer to the TN, position ID,

and SCN conﬁgured in the procedure "Conﬁguring ACD agents

(LD 11)" (page 26).

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Running the Conﬁguration Wizard 51

a. In the CND box, type the CDN conﬁgured in the procedure

"Conﬁguring the CDN queue (LD 23)" (page 25).

b. From the Application Name list, select Voice Messaging. c. Click OK.

15 16 17

In the CND Information page, click Next. Insert the CallPilot 5.0 Language CD into the DVD drive. In the Language Source Directory page, do the following:

a. Select the Install Language option. b. In the Language CD Location box, type Z:. c. Click Next.

In the Language Installation page, do the following: a. Select languages and automated speech recognition to be

installed. b. Select the Primary and, optionally, Secondary languages to

install. c. Click Next.

In the CallPilot Local Area Network Interface page, do the following:

a. For Equipment LAN network interface card, select ELAN. b. For IP address, type the IP address assigned to the ELAN NIC. c. For Subnet Mask, type the network subnet mask assigned to

d. For Customer LAN network interface card, select CLAN. e. For IP address, type the IP address assigned to the CLAN NIC. f. For Subnet Mask, type the subnet mask assigned to the CLAN

g. For Gateway, type the gateway assigned to the CLAN NIC. h. Click Next.

In the Ready to Conﬁgure page, click Finish, and then wait for the conﬁguration to be applied.

the ELAN NIC.

NIC.

Note: With two languages installed, the conﬁguration process

takes approximately 20 minutes to complete. Each language

prompt installed adds approximately 10 minutes to the

conﬁguration process.

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52 CallPilot server conﬁguration

When the conﬁguration is complete, restart the CallPilot server.

—End—

Conﬁguring new mailboxes and additional tasks

Perform the following procedure to create new mailboxes on the CallPilot server.

In this procedure, you create two test mailboxes. Creating additional mailboxes and other items adds additional time to the installation.

Step Action 1

3 4

Log on to the CallPilot server using the new password you conﬁgured in the previous procedure.

Log on to CallPilot Manager using the new password you conﬁgured in the previous procedure.

On the Welcome to CallPilot Manager page, click Add User. On the Express User Add page, do the following:

a. From the Template Name list, select Regular User Template. b. In the First Name box, type John. c. In the Last Name box, type Smith. d. In the Mailbox Number/Extension DN box, type the test DN

provisioned in the procedure "Provisioning telephones (LD 11)"

(page 27).

e. Leave the Location Name as is. f. Click Add. g. In the User Add Result page, click Add Another User. h. Repeat steps a through f to create a second mailbox for the

second test DN. This time, substitute the name Jane Smith

and use the second test DN provisioned in the procedure

"Provisioning telephones (LD 11)" (page 27).

5 6

In the CallPilot Manager toolbar, select User > Search. Search for the users you just created, and ensure that they are

present with the correct information.

In the CallPilot Manager toolbar, select Maintenance > Channel Monitor.

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Backing up the system 53

In the Channel Monitor page, under Channel Status, check that two channels are shown in dark blue indicating an idle status.

Tech tip: If a channel status is red, check the DS30 cabling and then check the telephony switch provisioning. A cable may be plugged into the wrong slot or a card may be disabled or not provisioned.

Backing up the system

Note: At this point, a backup is recommended but not necessary. It serves as a point to restore from if something should happen during testing. It also serves as a way to test the tape drive to ensure it is in working order. This procedure takes approximately 20 min.

The following procedure describes how to perform a backup to a tape drive.

Note: For information about the advanced method of backing up to a network device, refer to the Software Administration and Maintenance NTP (NN44200-600) or the CallPilot Manager online Help.

Step Action

—End—

If the tape drive is not already turned on, turn it on, and then ensure that an SLR 75 tape is inserted.

2 3

In the CallPilot Manager toolbar, select System > Backup/Restore. In the Backup/Restore page, do the following:

a. From the Select a task list, select Review and schedule

backups. b. Click Add Backup.

In the Add New Backup Schedule page, do the following: a. From the Select a backup type list, select Full System Backup. b. From the Select a backup device list, select PrimaryServer-

Tape. c. From Additional Options, select Backup will overwrite any

existing data on tape. d. Click Next.

In the Add New Backup Schedule page, do the following: a. From the Select the backup frequency list, select One time

only.

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54 CallPilot server conﬁguration

b. In Select the speciﬁc date and time. <your time zone>, select

the current date and time using the 24-hour clock. c. In the Description box, type a relevant description of the backup. d. Click Next.

In the Conﬁrm Schedule page, review the backup information, and then click Finish.

In the Backup/Restore page, select the backup proﬁle you just created and click Backup Now.

In the message that prompts you to start the backup immediately, click OK.

When the backup is complete, check the summary log to ensure that no errors occurred.

—End—

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CallPilot server testing

This task describes how to test the CallPilot server.

CallPilot server testing tasks

The following is a list of tasks you perform to test the CallPilot server. Tolink to detailed procedures for each task, click the text.

•

"Checking CallPilot connectivity and channels" (page 55)

• "Verifying that you can log on to mailboxes" (page 56)

•

"Verifying that you can leave a message" (page 57)

•

"Verifying that you can retrieve a message" (page 57)

• "Verifying that each CallPilot channel is functioning correctly" (page 57)

•

"Testing pcAnywhere using a remote PC" (page 58)

Checking CallPilot connectivity and channels

Perform the following procedure to check CallPilot connectivity and channels.

Step Action 1

To check the ELAN connectivity, do the following: a. From the CallPilot server console, select Start > Run. b. Type cmd, and then click OK.

c. Type ping [IP address of your PBX], and then press

Tech tip: You should get ping replies back from the PBX. If you do not, do the following:

•

The command prompt appears.

Enter.

For example, ping 192.167.100.3

Check the ELAN cable connections.

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56 CallPilot server testing

•

Check the provisioning, to ensure the PBX is on the same

subnet.

•

Check the provisioning of the telephony switch.

To check the CLAN connectivity, do the following: a. From the CallPilot server console, click Start > Run. b. Type cmd, and then click OK.

The command prompt appears. c. Type ping [IP address of your Nortel server

subnet Gateway], and then press Enter.

For example, ping 192.167.249.1 Tech tip: You should get ping replies back from the Gateway.

Sometimes the ping reply may be turned off on the Gateway. If you think that is the case, try another known IP that will reply on the Nortel server subnet. You can also check the following:

•

Check the cable for the Nortel server subnet.

•

Check your provisioning and ensure that they are on the same

subnet.

Check that channels are in a state ready to accept calls. a. In the CallPilot Manager toolbar, select Maintenance > Channel

Monitor. b. In the Channel Monitor page, check that both provisioned

channels are shown in dark blue, indicating that they are in an

idle state waiting for a call.

—End—

Verifying that you can log on to mailboxes

Perform the following procedure to check that you can log on to mailboxes.

Note: This will also test to ensure the CallPilot server answers when you dial the voice messaging DN.

Step Action 1

On a test telephone, dial the CDN that is conﬁgured. Ensure that a greeting plays with an automated voice, and that you

are prompted for a mailbox in the primary language you installed.

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Verifying that each CallPilot channel is functioning correctly 57

Type the test mailbox number for the telephone you are on, followed by the # key .

Type the password for the mailbox, followed by the # key. The default password is 12 + mailbox number. For example, if the mailbox number is 4500 the password is 124500.

When prompted, type a new password, followed by the # key. Re-enter the new password followed by the # key to conﬁrm the changed password.

—End—

Verifying that you can leave a message

Perform the following procedure to check that you can leave a message.

Step Action 1

On a test telephone, dial the DN of that telephone. You are automatically forwarded to CallPilot voice messaging.

After the tone, leave a test message.

—End—

Verifying that you can retrieve a message

Perform the following procedure to check that you can retrieve a message.

Step Action 1

On a test telephone, dial the CallPilot voice messaging CDN. Log on to the mailbox where the message was left in the procedure

"Verifying that you can leave a message" (page 57).

Press 2 on the telephone to play the message.

—End—

Verifying that each CallPilot channel is functioning correctly

Perform the following procedure to check that CallPilot channels are functioning correctly.

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Step Action 1

Log on to CallPilot Manager on the local console. In the CallPilot Manager toolbar, select Maintenance > Channel

Monitor.

From both test telephones, simultaneously dial the CallPilot voice messaging CDN.

Call from one test telephone and leave it off the hook while you dial from the other, so that both channels are occupied at the same time. If you have other channels that require testing, stop all other channels except the ones being tested.

In CallPilot Manager, observe the channel status of both channels change from dark blue to light blue, indicating the channels are in an active state.

Hang up both telephones and observe both channels. The channels change from light blue to dark blue, indicating they are in idle mode waiting for a call.

—End—

Testing pcAnywhere using a remote PC

Perform the following procedure to test pcAnywhere using a remote PC. This procedure requires a PC with modem, a connected telephone line, and

the pcAnywhere client installed. pcAnywhere is preinstalled with one license on the CallPilot server but requires a separate client license and software. Nortel does not include a copy for client installation.

Step Action 1

3 4 5

Conﬁgure your client pcAnywhere using the dialing information of the telephone line connected to the CallPilot server modem.

Start pcAnywhere and connect to the CallPilot server through the remote PC.

Log on to the CallPilot server. Check that you have full remote control of the system. Disconnect the pcAnywhere client.

—End—

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What is next?

For advanced conﬁguration and provisioning information, refer to the following NTPs:

•

• Reporter Guide (NN44200-603)

•

What is next? 59

Administrator Guide (NN44200-601) and CallPilot Manager online Help Software Administration and Maintenance (NN44200-600) Desktop Messaging and My CallPilot Installation and Administration

(NN44200-305)

600r Server Hardware Installation (NN44200-307) 600r Server Maintenance and Diagnostics (NN44200-703) 1005r Server Hardware Installation (NN44200-306) 1005r Server Maintenance and Diagnostics (NN44200-704)

Application Builder Guide (NN44200-102)

The following is a complete list of CallPilot 5.0 NTPs:

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Appendix Installing the CallPilot 5.0 image

The CallPilot 5.0 software comes preinstalled from the factory. If the installed image becomes corrupted, perform this procedure to install the CallPilot 5.0 image again.

Installing the CallPilot 5.0 image

Step Action

Insert the CallPilot Image DVD for the platform type you are recovering into the DVD drive.

Using the button on the front panel of the server, power the server off, and then power it back on.

Select 1. Install CallPilot 5.0 [server model] server image and exit to DOS (recommended), and then press Enter.

A message appears, asking if you are upgrading to CallPilot 5.0 from a previous release.

Type N. A message appears, asking if you want to continue and overwrite

all of the data on the system. Type Y.

The imaging program automatically installs a fresh image of the operating system, CallPilot software, and additional third-party software on the server. When the installation is complete, a message appears stating that the CallPilot 5.0 image is installed on your server.

Remove the DVD.

Restart the server by pressing Ctrl + Alt + Delete.

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62 Appendix Installing the CallPilot 5.0 image

The server starts the Windows 2003 conﬁguration. During the Windows 2003 conﬁguration, the server restarts several times. After the last restart sequence, the Windows login dialog appears.

Return to "CallPilot server conﬁguration" (page 47).

—End—

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Appendix Conﬁguring phantom DNs

This appendix describes how to conﬁgure phantom DNs. There are two reasons to conﬁgure phantom DNs on the switch:

•

to create a dialable number for CallPilot services such as Application Builder conﬁgurations and voice forms

•

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

Checking for existing phantom loops

Step Action

A phantom loop must exist before you begin to conﬁgure phantom DNs. Use this procedure to identify a phantom loop.

1 2 3 4 5

Connect to the PBX. Enter LD 97. At the REQ prompt, enter PRT. At the TYPE prompt, enter SUPL. Use the capture text function in hyperterminal to save a text ﬁle of

the output. Review the output for a superloop tagged PHANTOM. If a phantom

loop does not exist, perform the procedure below to create one.

Conﬁguring a phantom superloop

Step Action 1

Connect to the PBX.

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Page 64

64 Appendix Conﬁguring phantom DNs

2 3

Enter LD 97. At the REQ prompt, enter CHG.

4 At the TYPE prompt, enter SUPL. 5

At the SUPL prompt, enter xxxx, where xxxx is the loop number, preﬁxed with N to designate the loop as a phantom loop, or with V to designate a virtual loop. For Large Systems, xxxx = N0–N156 in multiples of 4. For Small Systems, xxxx = N96 - N112 in multiples of 4.

To exit the overlay, enter ****.

Creating a phantom DN

Step Action 1

Connect to the PBX. Enter LD 10.

—End—

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

Table 19 LD 10 - Creating a phantom DN

Prompt Response Notes

REQ NEW TYPE TN aaa.bbb.ccc.ddd Terminal number, where aaa =

CDEN

500

xxxx

loop, bbb = shelf, ccc = card, and ddd = unit.

Card density supported by the loop, where xx = DD for double density, or 4D for quadruple density.

DN for CallPilot.

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Creating a phantom DN 65

Prompt Response Notes

CLS WTA

UNR

FTR DCFW nn xxxx

Note: After you type the response and press Enter, the ftr prompt appears again. To continue, press Enter again.

nn = maximum number of digits in the DCFW DN

xxxx = the CDN to which this DN forwards

For example: DCFW 04 4300

—End—

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Publication: NN44200-313 Document status: Standard Document version: 01.02 Document date: 19 May 2008

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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.

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