Nortel Networks NN44200-313 User Manual

Nortel CallPilot

Quickstart Guide

NN44200-313

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.

Nortel Networks and third-party trademarks appear on the following pages: *Nortel, the Nortel logo, the Globemark, and Uniﬁed Networks, BNR, CallPilot, DMS, DMS-100, DMS-250,

DMS-MTX, DMS-SCP, DPN, Dualmode, Helmsman, IVR, MAP, Meridian, Meridian 1, Meridian Link, Meridian Mail, Norstar, SL-1, SL-100, Succession, Supernode, Symposium, Telesis, and Unity are trademarks of Nortel Networks.

3COM is a trademark of 3Com Corporation. ACCENT is a trademark of Accent Software International Ltd. ADOBE is a trademark of Adobe Systems Incorporated. AMDEK is a trademark of Amdek Corporation. AT&T is a trademark of American Telephone and Telegraph Corporation. ATLAS is a trademark of Quantum Corporation. ATRIA is a trademark of Pure Atria Corporation. BLACKBERRY is a trademark of Research in Motion Limited. CASEWARE is a trademark of Caseware International, Inc. CONTINUUS is a trademark of Continuus Software Corporation. CRYSTAL REPORTS is a trademark of Seagate Software Inc. DEFINITY is a trademark of Avaya Inc. DIALOGIC, INTEL and VOICEBRIDGE are trademarks of Intel Corporation. DIVX is a trademark of DivXNetworks, Inc. EUDORA and QUALCOMM are trademarks of Qualcomm, Inc. eTrust and InoculateIT are trademarks of Computer Associates Think Inc. DIRECTX, EXCHANGE.NET, FRONTPAGE, INTERNET EXPLORER, LINKEXCHANGE, MICROSOFT,

MICROSOFT EXCHANGE SERVER, MS-DOS, NETMEETING, OUTLOOK, POWERPOINT, VISUAL STUDIO, WINDOWS, WINDOWS MEDIA, and WINDOWS NT are trademarks of Microsoft Corporation.

GROUPWISE and NOVELL are trademarks of Novell Inc.

HITACHI is a trademark of Hitachi Limited. LOGITECH is a trademark of Logitech, Inc. LUCENT is a trademark of Lucent Technologies, Inc. MATRA is a trademark of Matra Hachette. MCAFFEE and NETSHIELD are trademarks of McAfee Associates, Inc. MYLEX is a trademark of Mylex Corporation. NET2PHONE is a trademark of Net2Phone, Inc. NETOPIA is a trademark of Netopia, Inc. NETSCAPE COMMUNICATOR is a trademark of Netscape Communications Corporation. NOTES is a trademark of Lotus Development Corporation. NORTON ANTIVIRUS and PCANYWHERE are trademarks of Symantec Corporation. POWERQUEST is a trademark of PowerQuest Corporation. PROMARK and RHOBOT are trademarks of DMI Promark, Inc. QUICKTIME is a trademark of Apple Computer, In. RADISYS is a trademark of Radisys Corporation. ROLM is a trademark of Siemens ROLM Communications Inc. SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA. SONY is a trademark of Sony Corporation. SYBASE is a trademark of Sybase, Inc. TEAC is a trademark of TEAC Corporation. UNIX is a trademark of X/Open Company Limited. US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are trademarks of US Robotics. WINAMP is a trademark of Nullsoft, Inc. WINRUNNER is a trademark of Mercury Interactive Corporation.

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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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.

•

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

•

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)

•

"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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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):

•

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)

•

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

•

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

•

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

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14 CS 1000/M1 system status check

•

"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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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.

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.

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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