Nortel Business Communications Manager (BCM) & Norstar Installation And User Manual
  1. Manuals
  2. Brands
  3. Nortel Manuals
  4. Software
  5. Business Communications Manager (BCM) &...
  6. Installation and user manual
Nortel Business Communications Manager (BCM) & Norstar Installation And User Manual

Nortel Business Communications Manager (BCM) & Norstar Installation And User Manual

Nortel networks business communications manager (bcm) & norstar installation
Hide thumbs
Table of Contents

Advertisement

Quick Links

Download this manual
Console.NET
For the Business Communications Manager (BCM) & Norstar
Installation & User Guide
Version 3.0.0
By ConverTec Inc.
www.convertecinc.com
Console.NET is a Nortel Compatible Product. Console.NET underwent testing in
Nortel Networks laboratory ensuring integration to the Business Communications
Manager (BCM) and Norstar phone systems.
Page 1

Advertisement

Table of Contents
loading

Related Manuals for Nortel Business Communications Manager (BCM) & Norstar

Summary of Contents for Nortel Business Communications Manager (BCM) & Norstar

  • Page 1 For the Business Communications Manager (BCM) & Norstar Installation & User Guide Version 3.0.0 By ConverTec Inc. www.convertecinc.com Console.NET is a Nortel Compatible Product. Console.NET underwent testing in Nortel Networks laboratory ensuring integration to the Business Communications Manager (BCM) and Norstar phone systems. Page 1...

  • Page 2: Table Of Contents

    Console.NET Installation & User Guide Chapter 1: Introduction ... 4 Introduction... 4 Minimum Requirements ... 6 Chapter 2: Nortel Prerequisites... 9 Norstar CTA Installation ... 9 BCM LAN CTE Client Installation... 10 Chapter 3: Microsoft Prerequisites ... 12 Microsoft Prerequisites... 12 Chapter 4: Installation ...
  • Page 3 Chapter 1: Introduction License Confirmation for BCM 3.x ... 72 License Confirmation for BCM 50... 74 Published IP address... 75 Appendix B ... 78 Troubleshooting ... 78 NOTE: Additional troubleshooting tips can be found in the Support section of the ConverTec web site ... 78 Norstar CTA Compatibility Chart ...

  • Page 4: Chapter 1: Introduction

    For example, a Notification message could read "sick today". Telephone Messaging allows any telephone set to select a message that will be displayed to Console.NET users and other telephones within the office.
  • Page 5 Join as a Conference From anywhere you have LAN or Web access; you have access to your Norstar or BCM phone system. If you are using a Nortel Networks BCM, add an IP telephone and begin answering and directing calls remotely.

  • Page 6: Minimum Requirements

    Console.NET Installation & User Guide Minimum Requirements Console.NET Dedicated Web Server PC Hardware/Software Requirements: Pentium 4, 2.5 GHz CPU or better (Single Processor) 512 MB RAM 1 GB Free Hard Drive space Display set to 1024 x 768 Resolution or higher (16-bit high color minimum required) CD-ROM Drive –...
  • Page 7 BCM Published IP address is accessible from the PC designated for Console.NET installation. Telephone Subscription Services: Caller ID Number service from your local telephone company, ( required for Call Preview & Screen Pop) Nortel Norstar Requirements: CICS/MICS software release 1.1 or greater * One CTA 100/ Norstar system connected Norstar CTE software is included with Console.NET CD-ROM...

  • Page 9: Chapter 2: Nortel Prerequisites

    PC and the Norstar KSU. Norstar CTE is installed by ConverTec’s PBX Manager after the installation of Console.NET. Norstar CTA device is available from your Nortel Networks Dealer and must be connected to the PC that Console.NET is being installed on.

  • Page 10: Bcm Lan Cte Client Installation

    BCM(s). NOTE: • As a precaution, un-install any existing Nortel Networks LAN CTE client from "Add/Remove Programs" to ensure the latest version gets installed • All Versions of BCM may require a specific LAN CTE patch to be installed on the BCM prior to downloading and installing the LAN CTE client.
  • Page 11 • Confirm you have at least one LAN CTE License before continuing. See Appendix A • Confirm you can Ping the BCM from the computer you are installing Console.NET and LANCTE on. See Published IP address in Appendix A Multiple BCM Installation Note: One LAN CTE client is capable of communicating to several BCM’s providing the Client used is compatible with all BCM versions and network communication is established.

  • Page 12: Chapter 3: Microsoft Prerequisites

    Console.NET Installation & User Guide Chapter 3: Microsoft Prerequisites Microsoft Prerequisites Initial Installation for windows components should be performed logged in as "Computer Administrator". Console.NET cannot be installed without first installing Microsoft Internet Information Services or Internet Services Manager otherwise know as IIS; NOTE: Microsoft IIS is included on the Windows 2000 Prof.

  • Page 13: Chapter 4: Installation

    Chapter 4: Installation Upgrading Upgrading Console.NET from versions below 3.0 will require a new license. Customers that subscribe to the Assurance Plan (AP) are entitled to a no-cost upgrade. Console.NET version 3.0.0 will uninstall previous version 2.2.0 and preserve the database containing all user information and call history.
  • Page 14 Console.NET Installation & User Guide Click on Install Console.NET to begin the installation process NOTE: The language displayed during the Console.NET installation is determined by the Computer Operating System language. Language selection for using Console.NET is determined by the user’s computer Browser Language settings (See Language Selection ) Additional Installation Components The Installation package will automatically check for required components and offer...
  • Page 15 • Accept any licensing agreements if prompted • Console.NET setup will display the installation progress of any components being installed • After all components have been installed, you will be prompted to continue installing Console.NET • Click on Next to continue Chapter 6: Reports Page 15...

  • Page 16: Norstar Dn Discovery

    Console.NET Installation & User Guide • Select Close to complete the installation Norstar DN Discovery In order for Console.NET to function properly, all active extensions (DN’s) must be monitored. For systems with Voice Mail, all B1 and B2 voice mail DN’s must also be monitored.

  • Page 17: Bcm Installation Wizard

    • When "Please Wait" ends, close the PBX Server Management Utility window and proceed to Login to Console.NET . This wait period may take several minutes based on your range entry. Please do not attempt to Login to Console.NET until the "Please Wait…"...
  • Page 18 Console.NET Installation & User Guide • Use the right Keyboard arrow to advance through the IP Address • Please wait while the switch is queried for compatibility • Switch Type is confirmed and requires a name for identification purposes • Click Next to continue after entering name Page 18...
  • Page 19 • Enter the Primary Voice Mail extension number determined as illustrated below • Click Next to Continue • Enter the extension numbers that represent Users of the Console.NET software. Since licensing is based upon concurrent users, it is possible to have as many users configured as required.
  • Page 20 Console.NET Installation & User Guide • Confirm the installation details and click on Finish • PBX Manager Window appears allowing you to add another BCM system • Close the PBX Manager Window and Login to Console.NET or continue to add additional BCM systems •...

  • Page 21: Console.net Licensing

    Console.NET Licensing Upon installation, Console.NET requires a valid license be installed in order to operate. In order to bring up the licensing Window, you must double click on the Console.NET shortcut on the desktop. If you are a ConverTec authorized Distributor or Dealer activating a permanent License, you should have received a Product Licensing Guide (PLG) detailing instructions on obtaining and activating a permanent license.
  • Page 22 Console.NET Installation & User Guide Complete the Trial License download and follow the instructions. Pay attention to where you save the license file To install a 30 day Trial or an Activation License; Click on the Browse button as shown in the illustration above Locate and double click on the downloaded *.lic file Click on Activate If the license is valid, you will be presented with the Console.NET Login screen.
  • Page 23 Number of PBX Servers: The maximum number of BCM or Norstar systems that can be monitored by the Console.NET Web Server. • Phone Messaging: Whether the optional Telephone Messaging is activated • Expires: Displays when a trial license expires otherwise displays "Never" if a...

  • Page 24: Chapter 5: Configuration

    Console.NET Installation & User Guide Chapter 5: Configuration Server / Configuration NOTE: Configuration changes applied here do not affect your telephone system programming in any way. Most Configuration setting required to start using Console.NET are configured during the installation by PBX Installation Wizard.

  • Page 25: Console.net Main Gui

    Console.NET login screen • If the above screen is not displayed, click here for licensing instructions • Enter the Administrator extension 0 and the default password 12345 and click on Login. Console.NET Main GUI When the main GUI opens, the System Name and following connections states may be displayed.
  • Page 26 Console.NET Installation & User Guide • Click on the Config button to access the configuration window • Select Server then Configuration Page 26...
  • Page 27 Note: The following items highlighted in Manager wizard during the installation. Remote Norstar installations require manual entry. Add, Delete, Save • Add new allows manual adding of other system(s) for Console.NET to connect to. Add new should only be used by experienced users. ConverTec suggest that the PBX wizard is used for adding new systems.

  • Page 28: Server / Lines

    Console.NET allows line numbers to be named in order to assist in identifying particular types of calls that are associated to a specific line. Console.NET will display the name you assigned to the specified line when a call rings at the users telephone. NOTE: •...

  • Page 29: Server / Messages

    Line Number This is the physical trunk number on the telephone system that you wish to rename for identification purposes. Click on the drop down arrow in the right corner of the field and select the trunk line to be renamed.
  • Page 30 Console.NET Installation & User Guide Select Server | Messages from the Configuration Window menu bar Add, Delete, Save • Clicking on Add new displays the "Adding new message" screen allowing you to type a new message. • Clicking on Delete will delete the current message displayed in the message field •...

  • Page 31: Server / Notification Messages

    Console.NET "Telephone Messaging". Telephone Messaging allows any digital or IP phone to set a message that will show for any other telephone set calling as well as be displayed in the Console.NET BLF. Messages are activated using a Feature Code (Default F990).

  • Page 32: Directory Number / Configuration

    Console.NET Installation & User Guide Message • This field displays the first message, if present. Clicking on the drop down arrow located in the right corner of the field allows you to view all messages sorted by storage location number and allow selection of a particular message for editing. After selecting a message, the storage location is displayed.
  • Page 33 Extension numbers & names are initially imported as they are programmed on the telephone system(s). Names can be changed within Console.NET but will have no bearing on the names as displayed on the telephones themselves.
  • Page 34 First Name field • Unlike the seven character limit of the telephone system, Console.NET allows up to 14 characters combining first & last name including spaces. Page 34...
  • Page 35 This is a mandatory field displaying the extension number of the system Voice Mail Box • This field is for the mailbox associated to the telephone extension. If the entry is not used or invalid, transfer to Voice Mail will not for that particular extension Email •...
  • Page 36 Speaker options and can be configured differently for each user. For example, if a user only pages the warehouse through the external paging port, you can configure the Page button to be external page only. Default settings will page all zones for internal telephone speakers. Database Integration •...
  • Page 37 Database screen pop with quick transfer phone links o Screen Pop; when selected and after a call is answered, a separate window will pop on top of Console.NET displaying Customer details including the notes field. Phone numbers from the customer database appear as links to provide single click external call transfers.
  • Page 38 Console.NET Installation & User Guide o Call Preview; when enabled, prior to a call being answered, caller information is displayed including; the Customer/Company name, Contact, company phone numbers and the first 80 characters of the notes field. For example, in a Business Center environment, you could have the company the caller is calling along with a script of how to greet the caller.

  • Page 39: Customers / Contacts

    NOTE: • Caller ID, DNIS and DID are features offered by your Telco • To complete the database integration, see Chapter 6 – Companies Customers / Contacts There are two separate locations for adding Contacts, they are; • The Contacts link on the "Customers/ Companies" configuration page creates contacts that are related to the specific Company record that is selected.

  • Page 40: Independent Contact

    Console.NET Installation & User Guide Independent Contact Independent Contacts are primarily used for speed dialing. Independent Contacts are not associated to a Company and are not used in conjunction with Call Preview or Screen Pop database integration. Adding a new Contact (Independent of a Company) •...

  • Page 41: Global Options

    Contact Name This field is used to display and or select an existing Contact for editing or deletion. First, Last Name These are mandatory fields containing the Contacts first and last name. These fields are displayed in Navigator when viewing external Contacts. Phone Number Fields Except for the Fax Field, the numbers entered here are displayed for quick dialing while viewing external Contacts within...
  • Page 42 Console.NET Installation & User Guide By default "Auto Search" is disabled but the lookup function is still possible from the User window by clicking on the URL button displayed above the active call window. If auto search is selected, every call that is answered or picked up from hold or park by Console.NET user will open the web link to try and perform a reverse lookup.
  • Page 43 This should only be done by an authorized dealer or under supervision of ConverTec support Delete all Directory Numbers This will reset Console.NET back to initial installation state. This should only be required when directory numbers sorting needs to change from Last Name to First name or First name to Last name.

  • Page 44: Chapter 6: Reports

    Console.NET Installation & User Guide Chapter 6: Reports Reports NOTE: • A Console.NET user or Administrator must be logged in at all times in order for call data to be gathered and stored in a database which can be used to generate a number of reports. The call data being tracked is not restricted to Console.NET users, all active devices on the Norstar or BCM system are monitored providing invaluable data for report generation •...

  • Page 45: Summary By Extensions

    The Customer Number is based upon the number sent by the Telco in Caller ID. Enter a specific telephone number or a partial match that you are looking for from an inbound call. If a partial number is entered such as an area code, all numbers from that area code will be displayed in the report based upon the Time &...
  • Page 46 Console.NET Installation & User Guide Report Criteria (Filters) Number • Enter a single extension number or partial match for many extensions beginning with the same leading numbers. Only extension(s) matching the number(s) entered will be displayed in the report. Eg; Based on 3 digit extensions, entering #335 will only display a report for that extension.
  • Page 47 NOTE: Valid date entry format is Year/Month/Day Generate Report • Click on this button to create the report based upon the defaults or user selected filtering criteria. Some reports may take several minutes due to complex calculations through millions of data fields. The report will open in a separate window providing viewing and printing options.

  • Page 48: Call Duration

    Customer number • Enter a specific telephone number or a partial match that you are looking for from an inbound call. If a partial number is entered such as an area code, all numbers from that area code will be displayed in the report based upon the Time & Date criteria selected below.
  • Page 49 o If no name and or numbers filters are entered, all calls will be displayed in the report Date • By default, the current month is selected. Click on the drop down arrow on the right side of the Date field to select from one of the pre-defined date ranges. Click in the Date From and to fields to manually enter a specific date range.
  • Page 50 Console.NET Installation & User Guide Generate Report • Click on the Generate Report button to create the report based upon the defaults or user selected filtering criteria. Depending upon the size of the stored data, reports may take several minutes to complete. •...

  • Page 51: Sample Reports

    Duration Displays the duration from beginning to end for Inbound, Outbound and Intercom calls. Sample Reports Inbound Calls Summary by Extension Call Duration Chapter 6: Reports Page 51...

  • Page 52: Report Toolbar

    Console.NET Installation & User Guide DID/DNIS Report Toolbar Exporting Options The data used to produce reports may be exported in various formats in order to create your own customized reports. To export data, after a report is produced, select Export. A window will open allowing you to select an export format for the report to be converted.
  • Page 53 Print Printing is a two step process. The first print request brings up the page printing options. After selecting OK, the report is opened in Adobe PDF viewer for final printing. • Choose the page printing options and then select OK •...
  • Page 54 Console.NET Installation & User Guide Go To Page • Enter a specific page and click on the goto page icon located on the right side of the page entry field. Data Search Field • Enter a number or value that you are looking for in the report and click on the binoculars to find it.

  • Page 55: Chapter 7: Using Console.net

    Connected, Initializing to Connected, Ready when initialization is complete (Within 1 minute). • For new installations, the Extension Display Window (also known as the BLF) will automatically populate all extensions that are named on the telephone system(s). GUI (Graphical User Interface) Page 55...
  • Page 56 Console.NET Installation & User Guide The main GUI window consists of 5 Primary areas. Active Call Window The left side of the screen displays three types of calls. • Ringing Calls are displayed with a red background fill. • Parked calls are displayed with a blue background fill •...

  • Page 57: Call Control

    • Send a "Text Message" to a telephone set. Extension Display Window This window may also be referred to as the Busy Lamp field (BLF) • Displays all system extensions or a defined group to show statuses such as on the phone, Ringing, Do Not Disturb and notification messages.
  • Page 58 This is a limitation of the Norstar CTE (Computer Telephony Engine) and BCM LAN CTE Directed Pickup • To answer any ringing telephone, click on the extension button that is ringing (red) in the Extension Display (BLF) window. Conference •...
  • Page 59 NOTE: Console.NET follows the limitations of the BCM and Norstar phone systems. A total of 3 people can be involved in a conference call. The possible combinations are 2 external – 1 internal or 2 internal – 1 external Conference with Spilt •...

  • Page 60: Extension Directed Features

    To cancel the transfer and re-connect the caller, click on the Cancel link in the Personal Call Window and the holding call will be re-connected. Note: If "RLS" is selected in error from the telephone or GUI, the Held call will disappear from the Console.NET screen...
  • Page 61 VMail- Sends the Call Waiting directly to the recipients Voice Mailbox if activated o Join- This option is only available if there is an active call at the telephone that the call is waiting. Join will conference the "Call Waiting" to the current active call.

  • Page 62: Using Console.net Messaging

    • A text message sent to a user checking their voice mail will interrupt the session • Text messages sent to a telephone will override the display of any previous information on the telephone display Page 62...
  • Page 63 Meeting" was selected, that message would be displayed as a notification for the appropriate extension in Console.NET. In addition, the message is also displayed for any telephone on the same system calling the set with the active Chapter 8: Appendices...

  • Page 64: Navigator

    For example, If a Console user has a message applied to a particular extension indicating they are on lunch and the person at that telephone applies a new Telephone message, the new message will replace the one that the Console user had set.

  • Page 65: Speed Dialing

    Navigator – Group selection NOTE: • There is a 2-4 second delay before the extensions are displayed after clicking on the Monitor button. The last group you were viewing will automatically be presented upon subsequent logins • When exiting Console.NET, the last Group selected will be displayed the next time the Attendant logs in •...
  • Page 66 Console.NET Installation & User Guide Console.NET Navigator with Company speed dial Contact Speed Dialing By Contact Name • Click on the Navigator button • The Navigator screen will open. Select Ext and click in either the First Name or Last Name field. •...

  • Page 67: External Call Transfer

    • Click on the phone number you want to dial. The Contact will be called and their name and number will be displayed in the Personal Call window • To clear an entry, click on NEW • To close the Navigator window, click on the Contact Speed Dialing using First Name &...
  • Page 68 Console.NET Installation & User Guide Screen tips. Console.NET is unable to control the operational aspects of the screen tip display • By selecting or de-selecting the three display check boxes, an Attendant can alter the look of the extension buttons to suite their needs Details When Details has been selected, the extension buttons grow dynamically enabling call information to be displayed.

  • Page 69: Directory Number (Extension) Sorting

    Directory Number (extension) Sorting The default of Names and Extension Numbers is displayed only when Names only or Extensions only are not checked. You can change the sort order of the extension buttons to sort by extension number or by extension name. The default sort order is by Name.

  • Page 70: System

    Console.NET Installation & User Guide Extension buttons sorted by Extension number System The System Information utility is primarily a diagnostic tool which provides users with a real-time view of who is logged into Console.NET and what PBX Server’s are connected and their associated status. •...

  • Page 71: Url

    This feature sends the calling parties phone number (Caller ID number) in order to perform a reverse lookup to a specified URL address. When activated, a separate window opens providing the Console.NET user the mailing address of the incoming caller. 411.com is the default lookup URL but the URL may be changed in Console.NET Configuration under Global Options.

  • Page 72: Chapter 8: Appendices

    Console.NET Installation & User Guide Chapter 8: Appendices Appendix A License Confirmation for BCM 3.x for (BCM 50 Click Here) The following information is provided as a courtesy for dealers that require assistance in determining if the BCM is properly configured to meet the requirements of Console.NET software.
  • Page 73 Chapter 8: Appendices NOTE: ConverTec recommends that you consult your telephone equipment vendor for authorized access to BCM Unified Manager. Improper operation or changes in BCM Configuration can cause serious consequences to your Telephone System Operation Page 73...

  • Page 74: License Confirmation For Bcm 50

    Console.NET Installation & User Guide BCM 3.xConfiguration Window o Double click on the Services to expand the tree o Click on LAN CTE Configuration heading o Click on the Licensing Information tab o Confirm there is a minimum of one LAN CTE desktop license License Confirmation for BCM 50 Element Manager must be downloaded and installed...

  • Page 75: Published Ip Address

    Click on the LAN CTE button and the number of active LANCTE desktops is displayed. There must be at least one available LANCTE seat license for the LAN CTE client to connect to NOTE: If there is in-sufficient Permanent or Try n Buy LAN CTE license registered, contact your Nortel Vendor or call ConverTec Sales at 1-877-937- 8228...
  • Page 76 Console.NET Installation & User Guide Click on Configure Click YES to any security warnings Enter the Username and Password provided by your authorized Nortel dealer Page 76...
  • Page 77 Click on Services then IP Telephony to view the Published IP setting Click on Resources then LAN1 or LAN2 as indicated by the Published IP address to view the Published IP address required for LAN CTE client installation. NOTE: If you are unable to reach the Published IP address and it cannot be changed, enter the Published IP address as the Default Gateway on the computer that the LAN CTE client is being installed and continue to use the alternate IP address for the LAN CTE Client.

  • Page 78: Appendix B

    Console.NET Installation & User Guide Appendix B Troubleshooting NOTE: Additional troubleshooting tips can be found in the site Installation Troubleshooting Attempting to launch Console.NET after installation produces a webpage error. • Proper permissions must exist on the Console.NET directory folder in order to successfully operate.

  • Page 79: Norstar Cta Compatibility Chart

    ConverTec warranties Console.NET to perform as per specifications in the Installation User Guide provided all Minimum Requirements listed in the guide have been met. Interaction with the Nortel telephone system depends largely upon correct and stable operation of Nortel CTE (Computer Telephony Engine). Issues with the CTE interface are beyond the control of ConverTec and do not constitute Warranty coverage.
  • Page 80 Nortel. An optional 12 month software Assurance Plan is available from your ConverTec dealer. This package provides unlimited telephone support, via a toll free support phone number, along with no cost product upgrades.

  • Page 81: Index

    Index BCM Installation Wizard BCM LAN CTE Client Installation Call Control Call Duration Company Contacts Console.NET Licensing Console.NET Login Console.NET Main GUI Customers / Contacts Directory Number / Configuration Directory Number extension Sorting Extension Directed Features Extension Layout Settings External Call Transfer Global Options GUI Graphical User Interface Inbound Calls...

Table of Contents