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Nortel CallPilot Quick Start Manual

Nortel callpilot: quick start
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Nortel CallPilot
Quickstart Guide
NN44200-313
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Summary of Contents for Nortel CallPilot

  • Page 1 Nortel CallPilot Quickstart Guide NN44200-313...
  • Page 2 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.
  • Page 3 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.

  • Page 5: Table Of Contents

    How to get help 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...
  • Page 6 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...

  • Page 7: How To Get Help

    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: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products.

  • Page 8: Getting Help Through A Nortel Distributor Or Reseller

    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.

  • Page 9: 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.

  • Page 10: Callpilot 5.0 Installation Tasks

    (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.

  • Page 11: Time Requirements

    • "CallPilot resource configuration" (page 17) • "CallPilot server preinstallation" (page 37) • "CallPilot server installation" (page 41) • "CallPilot server configuration" (page 47) • "CallPilot server testing" (page 55) Time requirements The following table shows the approximate time required to complete each task in the work flow.
  • Page 12 12 CallPilot 5.0 installation Nortel CallPilot Quickstart Guide NN44200-313 01.01 Standard 5.0 11 July 2007 Copyright © 2007, Nortel Networks...

  • Page 13: Cs 1000/M1 System Status Check

    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.

  • Page 14: Checking The Current Ip Address Of The Pbx (Ld 117)

    14 CS 1000/M1 system status check • "Checking the status of the ELAN connection to the PBX (LD 48)" (page 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.

  • Page 15: Checking The Elan Interface Status Of The Pbx (Ld 137)

    Perform the following procedure to check the status of the ELAN connection to the PBX. Copyright © 2007, Nortel Networks Checking the status of the ELAN connection to the PBX (LD 48) 15 —End— Note: If the ELAN interface is not configured, continue to "Enabling the ELAN interface of the PBX (LD 137)"...
  • Page 16 Enter STAT ELAN to display a list of current AML links. To exit the overlay, enter ****. Copyright © 2007, Nortel Networks 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.

  • Page 17: 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.

  • Page 18: Configuring A New Elan Id And Vas Id (Ld 17)

    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.

  • Page 19: Configuring System Parameters (Ld 17)

    For prompts not listed in the following table, press Enter to accept the default. Table 4 LD 17 - Configuring system parameters Prompt TYPE Copyright © 2007, Nortel Networks Configuring system parameters (LD 17) 19 Response —End— Response PARM Nortel CallPilot Quickstart Guide NN44200-313 01.01 Standard...

  • Page 20: Defining Callpilot In The Customer Data Block (Ld 15)

    CSQO To exit the overlay, enter ****. 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.
  • Page 21 Enter to accept the default. Table 7 LD 15 - Configuring End-to-End Signaling Tone Prompt TYPE CUST EEST Copyright © 2007, Nortel Networks Defining CallPilot in the customer data block (LD 15) 21 Response xxxx xxxx xxxx 1-(4)-15 1-(4)-15 1-(4)-15...

  • Page 22: Configuring The Route Data Block (Ld 16)

    22 CallPilot resource configuration Enter the appropriate values as described in the following table to define Integrated Services Digital Network. For prompts not listed in the following table, press Enter to accept the default. Table 8 LD 15 - Configuring Integrated Services Digital Network...

  • Page 23: Configuring Automatic Call Distribution (Ld 23)

    file of the output. 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.

  • Page 24: Configuring The Dfdn (Ld 23)

    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.

  • Page 25: Configuring The Cdn Queue (Ld 23)

    CDN for Multimedia Messaging, if you want to provide users with fax capability. Step Action Connect to the PBX. Enter LD 23. Copyright © 2007, Nortel Networks Configuring the CDN queue (LD 23) 25 Response xxxx —End— Nortel CallPilot Quickstart Guide NN44200-313 01.01 Standard...

  • Page 26: Configuring Acd Agents (Ld 11)

    Tech tip: Each channel maps to the MGATE card slot in the CS 1000 or M1 system that the DS30X cable is connected to from the CallPilot. For example, if your MGATE card is in slot 8 and your DS30X cable 1-1 is connected, your first channel TN may be 4.0.1.0 for a large system or...
  • Page 27 TYPE CUST 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. Repeat step 3 for each ACD agent channel required. To exit the overlay, enter ****.

  • Page 28: Provisioning Telephones (Ld 11)

    28 CallPilot resource configuration 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)

  • Page 29: Enabling Card Slots (Ld 32)

    Action 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). Copyright © 2007, Nortel Networks Response xxxx FNA MWA HTA xxxx...

  • Page 30: Saving Cs 1000/M1 Changes (Ld 43)

    30 CallPilot resource configuration For example: STAT 18. 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.

  • Page 31: 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.

  • Page 32: Back Panel

    ID button NMI button (not used) Back panel Figure 3 "600r CallPilot server - back panel" (page 33) on the 600r. The back panel controls and features are described in "600r CallPilot server - back panel controls and features" (page Copyright ©...

  • Page 33: 1005R Callpilot Server

    Figure 4 "1005r CallPilot server - front panel" (page 34) on the 1005r. The front panel LEDs and control switches are described in Table 17 "1005r CallPilot server - front panel LEDs and controls" (page Copyright © 2007, Nortel Networks...
  • Page 34 34 CallPilot server general description Figure 4 1005r CallPilot server - front panel Table 17 1005r CallPilot server - front panel LEDs and controls Label Description Power button Reset button Critical alarm LED Major alarm LED Minor alarm LED Power alarm LED...

  • Page 35: Back Panel

    Back panel Figure 5 "1005r CallPilot server - back panel" (page 35) 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...
  • Page 36 36 CallPilot server general description Label Description USB 0 (dongle connects here) Server management LAN port SCSI port (does not require terminator) Copyright © 2007, Nortel Networks Nortel CallPilot Quickstart Guide NN44200-313 01.01 Standard 5.0 11 July 2007...

  • Page 37: Callpilot Server Preinstallation

    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 —...

  • Page 38: Callpilot Server Preinstallation Tasks

    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) •...

  • Page 39: Connecting To The Network

    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.
  • Page 40 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).

  • Page 41: Callpilot Server Installation

    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. •...

  • Page 42: Installing Peripheral Devices

    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.

  • Page 43: Installing Cables And Grounds

    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.

  • Page 44: Performing Preboot Checks

    • • • Performing preboot checks Perform the following preboot checks on the CallPilot server to ensure a smooth system boot. Copyright © 2007, Nortel Networks 1005r server — two power cords, redundant power supplies 600r server — one power cord monitor —...

  • Page 45: Connecting The Server To Power And Starting It

    Step Action 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.
  • Page 46 46 CallPilot server installation Nortel CallPilot Quickstart Guide NN44200-313 01.01 Standard 5.0 11 July 2007 Copyright © 2007, Nortel Networks...

  • Page 47: Callpilot Server Configuration

    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. •...
  • Page 48 In the Platform Validity page, check that the values listed are correct and marked with green check marks. Click Next. 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.

  • Page 49: Running The Configuration Wizard

    Additional provisioning and advanced configuration adds time to the installation. Step Action If CallPilot Manager is not already open in Internet Explorer, type http://localhost/cpmgr in the address bar. Log on to CallPilot Manager using the following default credentials: • •...
  • Page 50 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.
  • Page 51 From the Application Name list, select Voice Messaging. c. Click OK. 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.

  • Page 52: Configuring New Mailboxes And Additional Tasks

    Step Action 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.

  • Page 53: Backing Up The System

    If the tape drive is not already turned on, turn it on, and then ensure that an SLR 75 tape is inserted. 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 b.
  • Page 54 54 CallPilot server configuration a. From the Select the backup frequency list, select One time b. In Select the specific date and time. <your time zone>, select c. In the Description box, type a relevant description of the backup. d. Click Next.

  • Page 55: Callpilot Server Testing

    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. To link to detailed procedures for each task, click the text. •...

  • Page 56: Verifying That You Can Log On To Mailboxes

    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 On a test telephone, dial the CDN that is configured.

  • Page 57: Verifying That You Can Leave A Message

    Perform the following procedure to check that you can retrieve a message. Step Action 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 Press 2 on the telephone to play the message.

  • Page 58: Testing 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.

  • Page 59: What Is Next

    1005r Server Maintenance and Diagnostics (NN44200-704) • Reporter Guide (NN44200-603) • Application Builder Guide (NN44200-102) The following is a complete list of CallPilot 5.0 NTPs: Copyright © 2007, Nortel Networks Nortel CallPilot Quickstart Guide NN44200-313 01.01 Standard 5.0 11 July 2007...
  • Page 60 60 CallPilot server testing Nortel CallPilot Quickstart Guide NN44200-313 01.01 Standard 5.0 11 July 2007 Copyright © 2007, Nortel Networks...

  • Page 61: Installing The Callpilot 5.0 Image

    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.
  • Page 62 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 Copyright © 2007, Nortel Networks "CallPilot server configuration"...

  • Page 63: 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...
  • Page 64 For prompts not listed in the following table, press Enter to accept the default. Table 19 LD 10 - Creating a phantom DN Prompt TYPE CDEN Copyright © 2007, Nortel Networks —End— Response aaa.bbb.ccc.ddd xxxx Nortel CallPilot Quickstart Guide NN44200-313 01.01 Standard...
  • Page 65 Prompt Copyright © 2007, Nortel Networks Response DCFW nn xxxx Note: After you type the response and press Enter, the ftr prompt appears again. To continue, press Enter again. —End— Nortel CallPilot Quickstart Guide NN44200-313 01.01 Standard 5.0 11 July 2007...
  • Page 66 66 Appendix Configuring phantom DNs Nortel CallPilot Quickstart Guide NN44200-313 01.01 Standard 5.0 11 July 2007 Copyright © 2007, Nortel Networks...
  • Page 68 Document version: 01.01 Document date: 11 July 2007 To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback. Sourced in Canada. 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.

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