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Nortel Meridian 1000 Configuration Manual

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Communication Server 1000 Meridian and
CallPilot Server Configuration
CallPilot
Release 4.0
Document Number: 555-7101-510
Document Version: Standard 1.16
January 2007

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Summary of Contents for Nortel Meridian 1000

  • Page 1 Communication Server 1000 Meridian and CallPilot Server Configuration CallPilot Release 4.0 Document Number: 555-7101-510 Document Version: Standard 1.16 January 2007...
  • Page 2 The process of transmitting data and call messaging between the CallPilot server and the switch 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.
  • Page 3 January 2007 MYLEX is a trademark of Mylex Corporation. 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. QUICKTIME is a trademark of Apple Computer, Inc. RADISYS is a trademark of Radisys Corporation.
  • Page 4 Standard 1.16 CallPilot...
  • Page 5 Publication history January 2007 CallPilot 4.0, Standard 1.16 of the CallPilot Communication Server 1000 System and CallPilot Server Configuration guide is released for general availability. January 2007 CallPilot 4.0, Standard 1.15 of the CallPilot Communication Server 1000 System and CallPilot Server Configuration guide is released for general availability.
  • Page 6 Publication history Standard 1.16 July 2005 CallPilot 4.0, Standard 1.03 of CallPilot Succession 1000 system and CallPilot Server Configuration is released for general availability. July 2005 CallPilot 4.0, Standard 1.02 of CallPilot Succession 1000 system and CallPilot Server Configuration is released for general availability.

  • Page 7: Table Of Contents

    Task List To set the MGate card’s DIP switches..........44 To install the MGate card ..............44 To replace an MGate card ...............47 To connect the DS30X cable ............56 To install the DS30X cable for the MPB96 board ......61 To provision the ELAN subnet ............68 To define the MGCR parameter ............70 To configure the IP addresses and enable the Ethernet interface ..71 To modify the customer data block..........74...
  • Page 8 Task List Standard 1.16 CallPilot...
  • Page 9 Contents How to get Help CallPilot and CS 1000 connectivity overview Overview ............14 Symposium Voice Services Support .
  • Page 10 Contents Standard 1.16 Configuring the route data block for Network Message Service ....95 Saving CS 1000 changes ..........96 Configuring the CallPilot server software Overview .

  • Page 11: How To Get Help

    Getting Help over the phone from a Nortel Solutions Center If you don’t find the information you require on the Nortel Technical Support Web site, and have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.
  • Page 12 How to get Help Standard 1.16 Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, contact the technical support staff for that distributor or reseller. CallPilot...

  • Page 13: Callpilot And Cs 1000 Connectivity Overview

    C h a p t e r 2 CallPilot and CS 1000 connectivity overview In this chapter Overview Symposium Voice Services Support Section A: CallPilot network setup CallPilot and CS 1000 integration CS 1000 Media Gateway Section B:Understanding call routing Section B: Understanding call routing CS 1000 call routing components Phantom DNs...

  • Page 14: Overview

    CallPilot installation. This guide includes: configuring the CS 1000 system for correct operation with CallPilot connecting the CallPilot system to the CS 1000 system and the Nortel Server Subnet (NS Subnet) configuring the CallPilot server Note: To comply with the Restriction of Hazardous Substances (RoHS) Directive 2002/95/EC, some of the part numbers now contain an E5 or E6 suffix.
  • Page 15 January 2007 CallPilot and CS 1000 connectivity overview Table 1: Installation and configuration checklist Step Description Check Stage 1: Install the connectivity hardware. Note: For the 201i server, this stage is not applicable. Hardware connectivity is established when the 201i server is installed in the CS 1000 system, as described in the CallPilot 201i Server Hardware Installation Guide.
  • Page 16 Check ❒ Test the connection to the ELAN subnet, if applicable. ❒ Test the connection to the Nortel Server Subnet (NS Subnet). ❒ Verify that CallPilot answers when you dial the Voice Messaging Stage 4: Test the CallPilot services and channels.

  • Page 17: Symposium Voice Services Support

    January 2007 CallPilot and CS 1000 connectivity overview Symposium Voice Services Support Introduction This section is applicable only if you are enabling the Symposium Voice Services Support feature. This section provides an overview of the specific CS 1000 configuration steps required for the Symposium Voice Services Support feature. Notes: For Symposium integration with CallPilot, Symposium channels can only be voice channels.
  • Page 18 CallPilot and CS 1000 connectivity overview Standard 1.16 Use the ACCESS ACD-DN to create an SDN for the Symposium Voice Services Support feature. Define treatment IDs used by Symposium Call Center Server as voice menus or announcements. See also Refer to the Symposium Call Center Server documentation for additional CS 1000 system instructions related to Symposium Call Center Server configuration.

  • Page 19: Section A: Callpilot Network Setup

    January 2007 CallPilot and CS 1000 connectivity overview Section A: CallPilot network setup In this section CallPilot and CS 1000 integration CS 1000 Media Gateway Section B:Understanding call routing Section B:Understanding call routing Communication Server 1000 Meridian and CallPilot Server Configuration...

  • Page 20: Callpilot And Cs 1000 Integration

    CallPilot and CS 1000 connectivity overview Standard 1.16 CallPilot and CS 1000 integration Introduction This section describes how the CallPilot server is integrated into your network with the CS 1000 system. Sample network diagrams 201i server Figure 1 on page 20 shows an example of how the 201i server can be integrated with the CS 1000 system in your network.
  • Page 21 CallPilot server The CallPilot server connects to the CS 1000 system and, where desktop messaging is enabled, to the Nortel Server Subnet (NS Subnet). If your server is a 201i server, it resides inside the CS 1000 system. Communication Server 1000 Meridian and CallPilot Server Configuration...
  • Page 22 CallPilot and CS 1000 connectivity overview Standard 1.16 MGate card (NTRB18CA) — tower and rackmount servers only The MGate card (NTRB18CA) is a line card that is installed inside the CS 1000 system. The MGate card sends the voice and data signals to the MPB boards in the CallPilot server.

  • Page 23: Cs 1000 Media Gateway

    January 2007 CallPilot and CS 1000 connectivity overview CS 1000 Media Gateway Introduction The Media Gateway and Media Gateway Expansion provide the interface for analog or digital trunks, i2004 Internet phonesets, analog phonesets, and applications such as CallPilot. Media Gateway and Media Gateway Expansion The Media Gateway and the Media Gateway Expansion provides four IPE slots.
  • Page 24 CallPilot and CS 1000 connectivity overview Standard 1.16 Figure 3: Media Gateway G101624 Except for the back panel connectors, the Media Gateway Expansion is similar in external appearance to the Media Gateway. The MGate Card (NTRB18CA), applicable to tower or rackmount servers only, occupies one slot in the CS 1000 system.

  • Page 25: Section B: Understanding Call Routing

    January 2007 CallPilot and CS 1000 connectivity overview Section B: Understanding call routing In this section CS 1000 call routing components Phantom DNs CallPilot Service Directory Numbers and the SDN Table How calls are routed Multimedia channels in the CallPilot server How multimedia channels are acquired by callers Communication Server 1000 Meridian and CallPilot Server Configuration...

  • Page 26: Cs 1000 Call Routing Components

    CallPilot and CS 1000 connectivity overview Standard 1.16 CS 1000 call routing components Introduction The CS 1000 system uses the following components to route calls: Automatic Call Distribution (ACD) Control Directory Number (CDN) Automatic Call Distribution Automatic Call Distribution (ACD) is a feature on the CS 1000 system that allows a number of programmed phonesets, known as ACD agents, to share equally in answering incoming calls.
  • Page 27 January 2007 CallPilot and CS 1000 connectivity overview Normally, a CDN operates in control mode. In control mode, call treatment and call routing are under the control of the CallPilot server. The CS 1000 system simply provides routing to CallPilot. The server specifies the type of treatment to be given to waiting calls.

  • Page 28: Phantom Dns

    DN to keep track of the requested service. Services that should use phantom DNs Nortel strongly recommends that you use either phantom DNs or dummy ACD DNs (see “Configuring ACD agents” on page 81) for the following services:...
  • Page 29 January 2007 CallPilot and CS 1000 connectivity overview Share DNs when your supply of available DNs on the CS 1000 system is low. Create a unique DN when you need to closely monitor each service (for example, so that each service generates its own traffic data in Reporter). Note: After you configure the SDN in CallPilot, specify with which service you are sharing the SDN.

  • Page 30: Callpilot Service Directory Numbers And The Sdn Table

    CallPilot and CS 1000 connectivity overview Standard 1.16 CallPilot Service Directory Numbers and the SDN Table Introduction When a call arrives at a CDN queue either directly or indirectly from a phantom DN or dummy ACD DN, the CS 1000 system gives the caller ringback treatment. While this happens, the dialed DN is looked up in the SDN Table in CallPilot to determine what service is required.
  • Page 31 January 2007 CallPilot and CS 1000 connectivity overview outcalling services (Remote Notification, Delivery to Telephone, Delivery to Fax) networking services (AMIS Networking and Enterprise Networking) Communication Server 1000 Meridian and CallPilot Server Configuration...

  • Page 32: How Calls Are Routed

    CallPilot and CS 1000 connectivity overview Standard 1.16 How calls are routed Figure 4: Call flow example Caller A dials the User C is away from Caller B dials service DN of a phone and caller is extension voice menu forwarded to CallPilot of User C Forwarded...
  • Page 33 January 2007 CallPilot and CS 1000 connectivity overview 6090 is the DN for a menu service (without fax items) 6095 is the DN for Fax Item Maintenance In Figure 5 on page 33, when the calls come in to the CS 1000 system, there are no available channels, and the calls are queued as a result.

  • Page 34: Multimedia Channels In The Callpilot Server

    CallPilot and CS 1000 connectivity overview Standard 1.16 Multimedia channels in the CallPilot server Multimedia Processing Units In addition to the CPU processing power required by CallPilot, calls that are received by CallPilot require DSP processing power to support the voice, fax, and speech recognition features.

  • Page 35: How Multimedia Channels Are Acquired By Callers

    January 2007 CallPilot and CS 1000 connectivity overview How multimedia channels are acquired by callers Introduction The system uses the information gathered from the SDN configuration to check the ACD agent queue to determine if an idle multimedia channel of the type required by the service is available.
  • Page 36 CallPilot and CS 1000 connectivity overview Standard 1.16 What’s next? IF your server is a THEN tower or rackmount server (703t, continue with “Connecting the CallPilot 1002rp or 1005r) server to the switch” on page 49. 201i server continue with “Configuring the CS 1000 system”...

  • Page 37: Connecting The Callpilot Server To The Cs 1000 System

    C h a p t e r 3 Connecting the CallPilot server to the CS 1000 system In this chapter Section A: Installing the MGate card About the MGate card (NTRB18CA) Installing the MGate card (NTRB18CA) Replacing an MGate card (NTRB18CA) Section B: Connecting the CallPilot server to the switch About the DS30X cable Connecting MPB16-4 boards to MGate cards (NTRB18CA)
  • Page 38 Connecting the CallPilot server to the CS 1000 system Standard 1.16 CallPilot...

  • Page 39: Section A: Installing The Mgate Card

    January 2007 Connecting the CallPilot server to the CS 1000 system Section A: Installing the MGate card In this section About the MGate card (NTRB18CA) Installing the MGate card (NTRB18CA) Replacing an MGate card (NTRB18CA) Communication Server 1000 Meridian and CallPilot Server Configuration...

  • Page 40: About The Mgate Card (Ntrb18Ca)

    Connecting the CallPilot server to the CS 1000 system Standard 1.16 About the MGate card (NTRB18CA) Introduction The MGate card (NTRB18CA) is the line interface card in the CS 1000 system that supports the call channels for CallPilot. A DS30X cable connects the MGate card to the CallPilot server.
  • Page 41 January 2007 Connecting the CallPilot server to the CS 1000 system Figure 6: MGate LED indicators Red LED Green LED G101794 The combined state of the red and green LEDs provides important indicators of the MGate card’s status. Table 3: MGate card status Red LED Green LED Description The MGate card is enabled in the CS 1000 system...
  • Page 42 Connecting the CallPilot server to the CS 1000 system Standard 1.16 If the CS 1000 system does not recognize that the MGate card is faulty, it does not automatically disable it. In this situation, you must use overlay 32 to manually disable the MGate card slot.

  • Page 43: Installing The Mgate Card (Ntrb18Ca)

    January 2007 Connecting the CallPilot server to the CS 1000 system Installing the MGate card (NTRB18CA) Introduction This section describes how to set the MGate card’s DIP switches install the MGate card in the Media Gateway or Media Gateway Expansion replace the MGate card Before you begin To minimize network blocking, refer to NTP 553-3021-120 for segmenting and...

  • Page 44: To Set The Mgate Card's Dip Switches

    Connecting the CallPilot server to the CS 1000 system Standard 1.16 Figure 7: MGate DIP switches To set the MGate card’s DIP switches Remove the MGate card from its protective sleeve. Set the DIP switches on the MGate card as shown in Table 5 on page 44. These DIP switch settings are used for all MGate cards and all system configurations.
  • Page 45 January 2007 Connecting the CallPilot server to the CS 1000 system Figure 8: Media Gateway slot latch Closed Open G101793 Slide the MGate card into an unoccupied slot. When correctly inserted, the top of the MGate card is on the left. See the following diagram.
  • Page 46 Connecting the CallPilot server to the CS 1000 system Standard 1.16 Figure 9: MGate cards in slots MGate card NTRB18CA G101597 Press the lock latches to close them. This locks the MGate card into position against the backplane. View the status of the LED indicators to ensure that the card is software- enabled (red LED is OFF) and the card is operational (green LED is ON).

  • Page 47: To Replace An Mgate Card

    January 2007 Connecting the CallPilot server to the CS 1000 system Replacing an MGate card (NTRB18CA) Introduction If the MGate card becomes faulty, follow this procedure to replace it. To replace an MGate card Note: You do not need to power down the switch for this procedure as the MGate card is hot-swappable.
  • Page 48 Connecting the CallPilot server to the CS 1000 system Standard 1.16 CallPilot...

  • Page 49: Section B: Connecting The Callpilot Server To The Switch

    January 2007 Connecting the CallPilot server to the CS 1000 system Section B: Connecting the CallPilot server to the switch In this section About the DS30X cable Connecting MPB16-4 boards to MGate cards (NTRB18CA) Connecting the MPB96 boards to MGate cards (NTRB18CA) Communication Server 1000 Meridian and CallPilot Server Configuration...

  • Page 50: About The Ds30X Cable

    Connecting the CallPilot server to the CS 1000 system Standard 1.16 About the DS30X cable Introduction The MGate card (NTRB18CA) ships from the factory with the DS30X cables required by the MPB board that is installed in the server. CAUTION Risk of data loss Do not substitute other versions of these boards and cables in the configurations specified in this documentation, as this can result in...
  • Page 51 January 2007 Connecting the CallPilot server to the CS 1000 system One end of the cable has a 44-pin connector that connects to the MPB96 board’s faceplate. If the server is equipped with more than one MPB96 board, the cable connects to the first board.
  • Page 52 Connecting the CallPilot server to the CS 1000 system Standard 1.16 Figure 10: Connectors between MGate and MPB96 Ferrites Connectors for the MGate cards Connector for the MPB96 board G101786 Note: The ferrites on this cable control EMC emission levels. Do not remove them. CallPilot...

  • Page 53: Connecting Mpb16-4 Boards To Mgate Cards (Ntrb18Ca)

    January 2007 Connecting the CallPilot server to the CS 1000 system Connecting MPB16-4 boards to MGate cards (NTRB18CA) Introduction This section describes the MPB16-4 board and MGate card connection scenarios that your CallPilot server supports. You must use the appropriate DS30X cable for the connection scenario—either the NTRH2012 or the NTRH2013 cable.
  • Page 54 Connecting the CallPilot server to the CS 1000 system Standard 1.16 Identifying the location of MGate #1, #2, and #3 In the cabling diagrams, the terms MGate #1, MGate #2, and MGate #3 identify the MGate cards. MGate #1 is in the lowest-numbered slot in the Media Gateway or Media Gateway Expansion.
  • Page 55 January 2007 Connecting the CallPilot server to the CS 1000 system Figure 12: MGate cabling for the 1002rp server SCbus cable MGate #1 MPB16-4 #1 MPB16-4 #2 DB-25 NTRH2012 G101721 One MPB16-4 board and two MGate cards (48 channels or less) Use the NTRH2013 cable, as shown in the diagrams that follow.

  • Page 56: To Connect The Ds30X Cable

    Connecting the CallPilot server to the CS 1000 system Standard 1.16 Two MPB16-4 boards and two MGate cards (48 channels or less) Use the NTRH2013 cable, as shown below. Ensure that the connector labeled DS30X-1 is connected to MGate #1 the connector labeled DS30X-2 is connected to MGate #2 Figure 14: MGate cabling for the 1002rp server MGate #1...
  • Page 57 January 2007 Connecting the CallPilot server to the CS 1000 system Figure 15: DS30X cable connection Velcro fastening strap Pull to tighten the strap G101592 Connect the other end of the MGate cable to the MPB16-4 board’s connector on the bottom of the CallPilot server. What’s next? Continue with “Configuring the CS 1000 system”...

  • Page 58: Connecting The Mpb96 Boards To Mgate Cards (Ntrb18Ca)

    Connecting the CallPilot server to the CS 1000 system Standard 1.16 Connecting the MPB96 boards to MGate cards (NTRB18CA) Introduction The CallPilot server ships from the factory with one or three MPB96 boards already installed. Since the MPB96 boards are already installed in the server, you only need to connect them to the MGate card in the Meridian 1 switch with the NTRH2014 DS30X cable.
  • Page 59 January 2007 Connecting the CallPilot server to the CS 1000 system MGate cabling for the 703t server Figure 16: One MPB96 board and three MGate cards (up to 96 channels) (if more than 32 channels required) MGate #1 MGate #2 MGate #3 DB-44 DS30X-1...

  • Page 60: To Install The Ds30X Cable For The Mpb96 Board

    Note that all three MGate cards associated with any one MPB96 card should all be on the same physical shelf backplane. Nortel recommends that M1 traffic engineering and configuration rules be re-checked whenever adding or moving MGate cards. (Refer to NTP 553-3021-120.) This may be helpful to ensure that channel blocking to MGate cards does not occur due to inappropriate M1 superloop provisioning, M1 backplane partitioning or incorrect M1 backplane cabling.
  • Page 61 January 2007 Connecting the CallPilot server to the CS 1000 system Figure 19: DS30X cable connection to MPB96 Velcro fastening strap Pull to tighten the strap G101592 Connect the other end of the MGate cable to the MPB96 board’s connector on the bottom of the CallPilot server.
  • Page 62 Connecting the CallPilot server to the CS 1000 system Standard 1.16 CallPilot...

  • Page 63: Configuring The Cs 1000 System

    C h a p t e r 4 Configuring the CS 1000 system In this chapter CS 1000 hardware and software requirements CS 1000 configuration checklist Provisioning the ELAN subnet Defining the Message Register for AML message tracing Configuring CS 1000 IP addresses and enabling the Ethernet interface Defining CallPilot in the customer data block Configuring the ACD agent queue Configuring ACD agents...

  • Page 64: Cs 1000 Hardware And Software Requirements

    To support the CallPilot 1005r, 703t and 1002rp servers, the CS 1000 system requires software release X21 Release 3.0 or later. Required X21 PEPs Check the CallPilot Distributor Technical Reference (DTR) at http://my.nortel.com for required X21 PEPs. You require a user name and password to access this site.

  • Page 65: Cs 1000 Configuration Checklist

    January 2007 Configuring the CS 1000 system CS 1000 configuration checklist Introduction The following checklist provides a list of the tasks you must complete for correct CallPilot and CS 1000 system interoperation. Detailed instructions are provided for each task, as indicated, in the remainder of this chapter. Table 8: Configuration checklist Step Overlay...
  • Page 66 Configuring the CS 1000 system Standard 1.16 Step Overlay page Check ❒ Create an agent for each CallPilot channel. All agents belong to the ACD agent queues that you created in step 8. ❒ Enable the slots in which the MGate card (NTRB18CA) is installed.
  • Page 67 January 2007 Configuring the CS 1000 system Note: You can also print configuration information from overlay 20 at any time. How the overlays are presented in this chapter Overlays are programmed by responding to a series of prompts. The procedures in this section mention only those prompts that require a specific entry for CallPilot.

  • Page 68: To Provision The Elan Subnet

    Configuring the CS 1000 system Standard 1.16 Provisioning the ELAN subnet Introduction Define and configure the ELAN subnet for the AML link and its associated VSID in the configuration record. This provides the Ethernet connection over which AML messages are exchanged between the CS 1000 system and CallPilot. To provision the ELAN subnet Load overlay 17.
  • Page 69 January 2007 Configuring the CS 1000 system Prompt Response Description SECU x...x If you have Symposium connected to your switch, choose YES (even if you are not using Symposium Voice Services Support). Change TYPE PARM System parameters x...x Number of call registers (range depends on system type).

  • Page 70: To Define The Mgcr Parameter

    The MGCR parameter affects the AML output when message tracing is turned on for the ELAN subnet. ATTENTION The MGCR parameter is used by your Nortel customer support representative to troubleshoot your CallPilot and CS 1000. This parameter is not required for normal day-to-day CallPilot operation.

  • Page 71: To Configure The Ip Addresses And Enable The Ethernet Interface

    Ethernet interface, as described in this section. Notes: The CS 1000 system has dual CPUs. If the CS 1000 system is also connected to a Nortel Server Subnet (NS Subnet), you must define a gateway IP address. ATTENTION...
  • Page 72 IP address, and xxx.xxx.xxx.xxx is the primary IP address) Example: NEW HOST PRIMARY_HOST 47.1.1.10 If the CS 1000 system is connected to a Nortel Server Subnet (NS Subnet), create a host entry for the gateway IP address by entering the following command: NEW HOST NAME xxx.xxx.xxx.xxx (where NAME is the host name for the...
  • Page 73 January 2007 Configuring the CS 1000 system b. Enable the route by entering the following command: ENL ROUTE x (where x is the number assigned to the ROUTE entry) Update the INET database by entering the following command:UPDATE DBS Type **** and press Enter to exit the overlay. Load overlay 137.

  • Page 74: To Modify The Customer Data Block

    Configuring the CS 1000 system Standard 1.16 Defining CallPilot in the customer data block Introduction You must define the CallPilot service in the customer data block, with the Call Park Allowed (CPA) and Message Center Included (MCI) options enabled. During this configuration, you also define how unanswered and busy calls are routed: Flexible Call Forward (FNAD/FNAN/FNAL) is set on a per customer basis.
  • Page 75 January 2007 Configuring the CS 1000 system Prompt Response Description TYPE TYPE Attendant consoles CUST Customer number (0–99) AQTT 1–255 (30) Attendant Queue Timing Threshold in seconds ATDN (0) yyyy Attendant DN MATT NO (YES) Set to YES if Network Message Service (NMS) has not been purchased.
  • Page 76 Configuring the CS 1000 system Standard 1.16 Prompt Response Description AODN CallPilot Attendant Overflow DN. Set this prompt to a CallPilot CDN to launch a CallPilot service when the attendant overflows. The SDN Table in CallPilot must have the desired AODN service defined for DN 0.
  • Page 77 January 2007 Configuring the CS 1000 system Prompt Response Description NMS only. The Private Network Identifier. Within one network, use the same PNI value in overlays 15 and 16. When you interwork with different networks, enter the PNI of this CS 1000 system in overlay 15, and the PNI of the remote CS 1000 system in overlay 16.
  • Page 78 Configuring the CS 1000 system Standard 1.16 Prompt Response Description IDEF Use local data to define a call as internal or external. <Enter> Press Enter until you reach the end of the overlay (REQ prompt). **** Exits the overlay. CallPilot...

  • Page 79: To Configure An Acd Agent Queue

    January 2007 Configuring the CS 1000 system Configuring the ACD agent queue Introduction You must set up only one ACD agent queue to service CallPilot, unless you are enabling the Symposium Voice Services Support feature (see “Symposium Voice Services Support additional requirements” below). This queue holds all the agents that correspond to DS0 channels on the CallPilot server.
  • Page 80 Configuring the CS 1000 system Standard 1.16 Prompt Response Description ALOG Provide automatic logon for ACD agents. <Enter> Press Enter until you reach the REQ prompt. **** Exits the overlay. CallPilot...

  • Page 81: Configuring Acd Agents

    January 2007 Configuring the CS 1000 system Configuring ACD agents Introduction For CallPilot, you must define channels as ACD agents on M2008 digital sets. All agents are added to the ACD queues that you have configured. 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.

  • Page 82: To Configure Agents

    Configuring the CS 1000 system Standard 1.16 To configure agents Load overlay 11. For each prompt listed below, enter the response indicated. For those prompts that are not listed, you can accept the default by pressing Enter.: Prompt Response Description TYPE 2008 ARIES digital set with 8 programmable keys.
  • Page 83 January 2007 Configuring the CS 1000 system Prompt Response Description If you are finished adding agents, enter **** to exit the overlay. To add another agent, return to the top of the table. Communication Server 1000 Meridian and CallPilot Server Configuration...

  • Page 84: To Enable The Card Slots

    Configuring the CS 1000 system Standard 1.16 Enabling the card slots Introduction After you have configured the ACD agents, use overlay 32 to ensure that the card slots used by an MGate card (NTRB18CA) or 201i server are enabled. Note: The 201i server occupies two slots. Both slots must be enabled to use all ports supported by the 201i server.

  • Page 85: To Create A Default Acd Dn

    January 2007 Configuring the CS 1000 system Defining the default ACD DN Introduction Before you configure the CDN queue, define the default ACD DN that needs 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.

  • Page 86: To Configure A Cdn Queue

    Configure a secondary CDN for Multimedia Messaging, if you want to provide users with fax capability. Note: Nortel strongly recommends that you use either a phantom DN or a dummy ACD DN for all other messaging services. To configure a CDN queue Load overlay 23.
  • Page 87 January 2007 Configuring the CS 1000 system Prompt Response Description To configure another CDN, return to the top of the table. To exit, enter ****. Communication Server 1000 Meridian and CallPilot Server Configuration...

  • Page 88: Configuring Phantom Dns

    Instead, you must set up a TN as the virtual fax DN. Because physical TNs are more costly, Nortel recommends that you configure phantom DNs instead. A separate TN is necessary because a single TN (the telephone) can be call forwarded to only one DN (regardless of how many DNs appear on that phone).

  • Page 89: To Configure A Phantom Superloop

    January 2007 Configuring the CS 1000 system Note: When you add the user to CallPilot (as a mailbox owner), you must define this virtual fax DN as one of the user’s extension DNs. To check for existing phantom loops A phantom loop must exist before you begin to configure phantom DNs. Use overlay 22 to print the configuration record to see if any phantom loops are already configured.

  • Page 90: To Configure A Phantom Dn

    Configuring the CS 1000 system Standard 1.16 To configure a phantom DN Load overlay 10. For each prompt listed below, enter the response indicated. For those prompts that are not listed, you can accept the default by pressing Enter. Prompt Response Description TYPE...

  • Page 91: To Configure Dummy Acd Dns

    January 2007 Configuring the CS 1000 system Configuring dummy ACD DNs Introduction As an alternative to creating phantom DNs for directly dialable services, you can create a dummy ACD DN that is set up to call forward to the appropriate CDN depending on the multimedia channel type required.

  • Page 92: To Provision Digital Phonesets

    Configuring the CS 1000 system Standard 1.16 Provisioning user phonesets Introduction You must set up users’ phonesets in a certain way to support CallPilot. The procedure depends on whether you are provisioning a digital phoneset or a 500 phoneset. Required features You must set up phonesets to support the following features: Call forward no answer to the appropriate CDN (voice or multimedia) Note: You cannot forward users’...

  • Page 93: To Provision 500/2500 Phonesets

    January 2007 Configuring the CS 1000 system Prompt Response Description WTA, UNR, Call forward no answer allowed. Call forward busy FNA, FBA, allowed. Hunt allowed. Message waiting allowed. HTA, MWA 0 SCR xxxx Single call ringing DN, where xxxx is the user’s DN. CPND Calling Party Name Display (if adding a new set).
  • Page 94 Configuring the CS 1000 system Standard 1.16 Prompt Response Description HUNT zzzz Hunt (internal). Set this to the CDN of the Voice Messaging or Multimedia Messaging CDN queue. WTA, UNR, Hunt allowed. Message waiting allowed. Call forward no HTA, MWA, answer allowed.

  • Page 95: To Modify The Route Data Block

    January 2007 Configuring the CS 1000 system Configuring the route data block for Network Message Service Introduction If you have purchased Network Message Service (NMS) to allow a number of switches to share CallPilot (installed on only one switch), then configure the route data block.

  • Page 96: To Save The Configuration

    Configuring the CS 1000 system Standard 1.16 Saving CS 1000 changes Introduction Once you modify the switch configuration to support CallPilot, save all changes to disk. To save the configuration Load overlay 43. At the next “.” prompt, type BKO to dump the data to disk. Result: The system displays the data being saved.

  • Page 97: Configuring The Callpilot Server Software

    C h a p t e r 5 Configuring the CallPilot server software In this chapter Overview Logging on to Windows 2003 on the CallPilot server Running the Setup Wizard Logging on to the CallPilot server with CallPilot Manager Running the Configuration Wizard Changing pcAnywhere caller passwords Setting Remote Desktop Policy on a Server Configuring CallPilot to operate in a Windows 2000 or 2003 domain...

  • Page 98: Overview

    Configuring the CallPilot server software Standard 1.16 Overview Introduction The Configuration Wizard enables you to configure the CallPilot server software. You can rerun the Configuration Wizard to update or review the server configuration. The Configuration Wizard is accessible from CallPilot Manager (a web-based user interface).

  • Page 99: To Log On To Windows 2003 On The Callpilot Server

    January 2007 Configuring the CallPilot server software Logging on to Windows 2003 on the CallPilot server Introduction If you want to access CallPilot Manager from the web browser embedded on the CallPilot server, you must first log on to Windows 2003 on the CallPilot server. Alternatively, you can access CallPilot Manager from any PC that has network access to the CallPilot server.

  • Page 100: To Run The Setup Wizard

    Configuring the CallPilot server software Standard 1.16 Running the Setup Wizard After you enter the user ID and password, the CallPilot Setup Wizard welcome screen appears. Note: For more information on the Setup Wizard, please refer to the Upgrade and Platform Migration Guide (NTP 555-7101-207).

  • Page 101: Logging On To The Callpilot Server With Callpilot Manager

    January 2007 Configuring the CallPilot server software Logging on to the CallPilot server with CallPilot Manager Introduction The Configuration Wizard is a menu item in CallPilot Manager. CallPilot Manager is the web-based CallPilot management tool, and can be accessed from any PC that has network access to the CallPilot server.
  • Page 102 Configuring the CallPilot server software Standard 1.16 Figure 20: CallPilot Manager on CallPilot server CallPilot Manager web server is on the CallPilot server CallPilot server CallPilot server host name: sunbird CallPilot Manager web server Web server host name: sunbird Web browser on admin PC Connect to http://sunbird/cpmgr/, and then use CallPilot Manager to log on to sunbird.

  • Page 103: To Log On To The Callpilot Server

    January 2007 Configuring the CallPilot server software To log on to the CallPilot server Launch the web browser on your PC or on the CallPilot server. IF you are launching the web browser on THEN the CallPilot server the CallPilot Manager, Login page appears automatically.
  • Page 104 Configuring the CallPilot server software Standard 1.16 choosing the list of pre-configured servers or locations in the Preset server list box choosing the Last Server Accessed item entering the address manually Type the CallPilot server host name or IP address in the Server box. Note: If you are logging on to the CallPilot server from a PC, type the actual CallPilot server name or IP address in the Server box.

  • Page 105: To Run The Configuration Wizard

    January 2007 Configuring the CallPilot server software Running the Configuration Wizard Introduction This section describes how to access and run the Configuration Wizard. Requirements CallPilot language CD, if you are installing, adding, or upgrading languages completed “Configuration Wizard worksheet” from the CallPilot Installation and Configuration Task List CallPilot keycode and dongle ID (serial number) To run the Configuration Wizard...
  • Page 106 Configuring the CallPilot server software Standard 1.16 Read the instructions carefully on each page. ATTENTION The CallPilot 1005r server has three dual network interface cards. Two of the network interface cards are preconfigured with the following IP addresses: Preconfigured IP address Label 10.0.0.3 MIRROR...
  • Page 107 January 2007 Configuring the CallPilot server software Restart the server. Note: Ensure you use the restart procedure documented in the CallPilot Installation and Configuration Task List. Result: The server restarts and the configuration changes are in effect. Note: If you run the Configuration Wizard after your CallPilot server is added to a domain, two procedures do not work until you remove the server from the domain.

  • Page 108: To Change Pcanywhere Caller Passwords

    PC, refer to the CallPilot Administrator’s Guide (555-7101-301). To simplify the remote logon process, Nortel recommends that you match the pcAnywhere caller password for CallPilotDist to the Nortel user account password for NGenDist.
  • Page 109 January 2007 Configuring the CallPilot server software What’s Next? Continue to “Configuring CallPilot to operate in a Windows 2000 or 2003 domain” on page 112. Communication Server 1000 Meridian and CallPilot Server Configuration...

  • Page 110: To Set Remote Desktop Policy

    Configuring the CallPilot server software Standard 1.16 Setting Remote Desktop Policy on a Server CallPilot server comes with the Remote Desktop server enabled and configured for use by default. If necessary, remote desktop access can be enabled or disabled as follows: To set remote desktop policy From the CallPilot server desktop, right-click My Computer, then choose...
  • Page 111 January 2007 Configuring the CallPilot server software Result: The Group Policy Object Editor window appears. On the left side of the window, expand Computer Configuration, Administrative Templates, Windows Components, and then select Terminal Services. On the right side of the window, double-click Sets Rules for Remote Control Terminal Services User Sessions.

  • Page 112: Configuring Callpilot To Operate In A Windows 2000 Or 2003 Domain

    4.0 system, you can move your server from a Windows workgroup to a Windows 2000 or 2003 domain. Note: You do not need to add CallPilot to a domain. This procedure is optional. Nortel will continue to support CallPilot 4.0 in a workgroup. If you do not want to add your server to a domain, continue with Chapter 6, “Testing the CallPilot installation,”...

  • Page 113: To Add The Server As A Member Of An Existing Domain

    When you add your CallPilot server to a domain, you must also consider that the Windows 2003 Domain Controller determines the security policy that applies to the server. Note: Nortel strongly recommends that you add the server to a domain after running the Configuration Wizard. To add CallPilot server to a domain...
  • Page 114 Configuring the CallPilot server software Standard 1.16 ensure that the five minute tolerance is not exceeded. If the time difference is exceeded by five minutes, you can experience problems with Event Viewer, audit logs, and local system network shares. You can also receive messages on the local server that indicate that the CallPilot server time is out of synchronization with the Domain Controller.
  • Page 115 January 2007 Configuring the CallPilot server software 6 In the System Properties window, click the Computer Name tab. Result: The following System Properties window appears. Communication Server 1000 Meridian and CallPilot Server Configuration...
  • Page 116 Configuring the CallPilot server software Standard 1.16 7 Click Change. Result: The Computer Name Changes window appears. 8 To add the server to an existing domain, click the Domain option button in the Member of pane, and then type the name of the domain. 9 Click OK.
  • Page 117 January 2007 Configuring the CallPilot server software 11 Click OK. Result: When the system processes your change successfully, the following dialog box appears, notifying you that the server now belongs to the specified domain. 12 Click OK. 13 Click Yes to restart your computer. To stop and disable the Win32 Time Service Note: If you are on a T1/SMDI switch, this procedure does not apply to a T1/SMDI system.

  • Page 118: To Stop And Disable The Win 32 Time Service

    Configuring the CallPilot server software Standard 1.16 To stop and disable the Win 32 Time Service 1 Log on to the CallPilot server. 2 Right-click on My Computer and select Manage > Services and Applications > Services. Result: The Computer Management window appears: a.
  • Page 119 January 2007 Configuring the CallPilot server software b. When the Service stops, right-click on Windows Time and select Properties > General tab. Result: The Windows Time Properties (Local Computer) window appears: c. Select Disabled from the Startup type menu. d. Click Apply, and then click OK. e.
  • Page 120 Configuring the CallPilot server software Standard 1.16 After you set up a domain user account and assign dial-in access permission, you have two options to log on to the local CallPilot system using dial-in access permission. See below an example of a Domain user account with dial-in access: Option 1: Use the local Administrator and NGen accounts for remote logon.

  • Page 121: To Run Configuration Wizard In A Domain

    January 2007 Configuring the CallPilot server software 2 When you dial in to the server, you are prompted for a dial-in Domain user account and password. Enter the username and password that you received in Step 1. 3 Initiate a pcAnywhere or a Remote Desktop Client (RDC) session. 4 Enter one of the local CallPilot accounts to log on to the CallPilot server: Administrator, NGenSys, NGenDist, or NGenDesign.

  • Page 122: To Change The Local Account Passwords

    Configuring the CallPilot server software Standard 1.16 3 Run the Configuration Wizard and select the option to change the computer name. 4 Shutdown and restart the CallPilot system. 5 Ask your network administrator to add the CallPilot server to the domain. You can also perform this step on your own, if you acquire network administrator privileges from your network administrator.

  • Page 123: Testing The Callpilot Installation

    C h a p t e r 6 Testing the CallPilot installation In this chapter Checking that CallPilot is ready to accept calls Testing the connection to the ELAN subnet Testing the connection to the NNS Subnet Verifying that CallPilot can receive calls Testing the CallPilot software and channels Communication Server 1000 Meridian and CallPilot Server Configuration...

  • Page 124: Checking That Callpilot Is Ready To Accept Calls

    Testing the CallPilot installation Standard 1.16 Checking that CallPilot is ready to accept calls ATTENTION CallPilot is not ready to accept calls until the CallPilot services are fully operational. CallPilot services require approximately 10 minutes after starting up the CallPilot server to become fully operational.
  • Page 125 January 2007 Testing the CallPilot installation Immediately after you log on to the server, the dialog box, shown in Figure 24 on page 125, appears on the screen if CallPilot services are not yet fully operational. It can take approximately 1 minute after logon for the dialog box to appear. Figure 24: SRI CallPilot boot fail The Elapsed Time indicates how much time has passed since the CallPilot application began its boot sequence.
  • Page 126 Testing the CallPilot installation Standard 1.16 Figure 26: SRI CallPilot warning Close the dialog box by clicking the X in the upper right corner. Check the Event Browser or Alarm Monitor in CallPilot Manager for more details. For instructions, refer to the CallPilot Manager online Help. Figure 27: SRI CallPilot error message Close the dialog box by clicking the X in the upper right corner.
  • Page 127 January 2007 Testing the CallPilot installation the Event Browser and Alarm Monitor show only the latest 100 events Change the default settings to remove the system-ready indicator events from the Event Browser and Alarm Monitor windows. the Event Browser lists only Critical events You can change the Filter Criteria so that Major, Minor, and Information events are listed as well.
  • Page 128 Testing the CallPilot installation Standard 1.16 IPE CallPilot server HEX display Description An alarm of unknown severity has occurred. This error should not occur on a properly installed system. The severity of this event is treated as higher-than-critical. CallPilot...

  • Page 129: To Test The Connection To The Elan Subnet

    CallPilot server’s ELAN subnet card to the CS 1000 system. If the CallPilot server is also connected to a Nortel Server Subnet (NS Subnet), then continue with “Testing the connection to the NNS Subnet” on page 160.

  • Page 130: To Test The Connection To The Nns Subnet

    Testing the connection to the NNS Subnet Introduction This procedure tests the network connection between the server and the Nortel Server Subnet (NS Subnet). This applies only if CallPilot has an NNS Subnet card and is connected to an NNS Subnet.

  • Page 131: To Verify That Callpilot Can Receive Calls

    Dial the main Voice Messaging DN that you defined in the Configuration Wizard. Listen for a response from CallPilot (for example, “CallPilot from Nortel ...”), and then hang up. If you do not get a response, then do the following: a.

  • Page 132: To Verify That You Can Leave A Message

    Testing the CallPilot installation Standard 1.16 Testing the CallPilot software and channels Introduction This section provides a series of tests of the CallPilot installation, including verifying that you can leave a message you can retrieve a message each call channel and multimedia (DSP) channel is functioning properly Before you begin Ensure that you have configured the CS 1000 system and CallPilot server, as described in this guide.

  • Page 133: To Configure The Voice Messaging Dn

    January 2007 Testing the CallPilot installation Each required field is marked with an asterisk (*). Accept the default values for other fields. For example, create a user named TEST USER. ATTENTION The tests in this section use the mailbox number 8050 as an example.

  • Page 134: To Leave A Message

    From any active phoneset that is connected to the CS 1000 system, dial the Voice Messaging Service DN that you have just created. Result: CallPilot plays the following prompt: CallPilot from Nortel Network. Mailbox? Note: If CallPilot does not answer the call or you do not hear a prompt, then check that the call channels and multimedia channels are in Idle state, as described in “Verifying that each call channel and multimedia channel is...

  • Page 135: To Verify That You Can Retrieve A Message

    CallPilot did not install properly. If you did not hear the correct message, contact your Nortel customer support representative. Press 2 to play the message, and then listen to it.

  • Page 136: To Test Call Channels And Voice Channels

    Result: The Multimedia Monitor appears. Select and start a maximum of eight voice channels for testing. Note: Nortel recommends that you test a maximum of eight voice channels at one time. For example, if you have a 96-channel system, start only eight voice channels.

  • Page 137: To Test Call Channels And Fax Channels

    January 2007 Testing the CallPilot installation In CallPilot Manager, click Maintenance / Channel Monitor. Result: The Channel Monitor appears. Select the whole system and stop all channels. Select and start the same number of call channels as voice channels that you started.
  • Page 138 In the Multimedia Monitor page, select and start a maximum of eight fax channels for testing. Note: Nortel recommends that you test a maximum of eight fax channels at one time. For example, if you have a 96-channel system, start only eight fax channels.

  • Page 139: To Test Call Channels And Speech Recognition Channels

    In the Multimedia Monitor page, select and start a maximum of eight speech recognition channels for testing. Note: Nortel recommends that you test a maximum of eight speech recognition channels at one time. For example, if you have a 96-channel system, start only eight speech recognition channels.

  • Page 140: To Restore The Sdn Table And Put All Channels Back In Service

    Testing the CallPilot installation Standard 1.16 Result: The CallPilot System Monitor window appears. By default, the Channel Monitor tab appears on top. Observe the System Monitor window and verify that all the required multimedia (DSP) and call channels are in Idle state, and that all other channels are Off Duty (out of service).
  • Page 141 January 2007 Testing the CallPilot installation Result: The Multimedia Monitor appears. In the Multimedia Monitor page, select the whole system and start all channels. Verify that all multimedia channels are in Idle state. Result: The CallPilot tests are completed. What’s next Once your testing indicates that the server upgrade, new installation, configuration, platform migration, or system rebuild is successful, perform a full system backup.
  • Page 142 Testing the CallPilot installation Standard 1.16 CallPilot...
  • Page 144 The information in this document is proprietary to Nortel Networks. *Nortel Networks, the Nortel Networks logo, and the Globemark are trademarks of Nortel Networks. *Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.

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