Page 1 Nortel CallPilot Communication Server 1000 and CallPilot Server Conﬁguration NN44200-312...
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. 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 QUICKTIME is a trademark of Apple Computer, Inc. RADISYS is a trademark of Radisys Corporation. ROLM is a trademark of Siemens ROLM Communications Inc. SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA. SONY is a trademark of Sony Corporation. SYBASE is a trademark of Sybase, Inc.
Page 5 Publication History May 2007 CallPilot 5.0, Standard 01.02 of Communication Server 1000 and CallPilot Server Conﬁguration issued for general availability. Added information pertaining to CS 1000 Release 5.0 March 2007 CallPilot 5.0, Standard 01.01 of Communication Server 1000 and CallPilot Server Conﬁguration issued for general availability.
Page 7: Table Of Contents
How calls are routed 27 Multimedia channels in the CallPilot server 29 How multimedia channels are acquired by callers 30 Chapter 3 Connecting the CallPilot server to the CS 1000 system Section A: Installing the MGate card 31 About the MGate card (NTRB18CA) 32...
Page 8 Changing pcAnywhere caller passwords 94 Setting Remote Desktop Policy on a Server 95 Conﬁguring CallPilot to operate in a Windows 2000 or 2003 domain 97 Chapter 6 Testing the CallPilot installation Checking that CallPilot is ready to accept calls 107...
Page 9: Chapter 1 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 10 To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to: http://www.nortel.com/erc...
Page 11: Chapter 2 Callpilot And Cs 1000 Connectivity Overview
"Section B: Understanding call routing" (page 22) "CS 1000 call routing components" (page 22) "Phantom DNs" (page 24) "CallPilot Service Directory Numbers and the SDN Table" (page 25) "How calls are routed" (page 27) "Multimedia channels in the CallPilot server" (page 29) "How multimedia channels are acquired by callers"...
Page 12: Reference Documents
12 Chapter 2 CallPilot and CS 1000 connectivity overview • connecting the CallPilot system to the CS 1000 system and the Nortel Server Subnet (NS Subnet) • conﬁguring the CallPilot server Reference Documents For a list of all CallPilot documents, see the following Customer Documentation Map.
Page 14 Complete the worksheets in the CallPilot Installation and Conﬁguration Task List. Note: If you need a high-level overview of CallPilot and CS 1000 connectivity, then read the remainder of this chapter. Otherwise, the installation steps begin in the following chapters: •...
Page 15 Step Description Stage 2: Configure the CS 1000 system and CallPilot server. Configure the CS 1000 system. Use the "Switch configuration worksheet" that you completed in the CallPilot Installation and Configuration Task List. For configuration instructions, see 53). Run the Configuration Wizard and configure the CallPilot server.
Page 16: Contact Center Voice Services Support
CallPilot Manager. Upon confirmation that CallPilot is operating correctly, clear all alarms. Stage 5: Install CallPilot Manager on a stand-alone web server (optional). Perform this step only if you want to set up a separate web server for CallPilot administration. This is necessary if you want to use the Reporter application, or if high administration traffic is expected.
Page 17: Section A: Callpilot Network Setup
CS 1000 system in an ACCESS ACD queue or IVR ACD queue. Also specify the Class ID for the channel. 2. In the CallPilot Manager Service Directory Number page, do the following: •...
Page 18: Callpilot And Cs 1000 Integration
18 Chapter 2 CallPilot and CS 1000 connectivity overview 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 "201i integrated with CS 1000" (page 18) server can be integrated with the CS 1000 system in your network.
Page 19 CallPilot components 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.
Page 20: Cs 1000 Media Gateway
PCs. For more information, see the Desktop Messaging and My CallPilot Installation Guide (NN44200-305). Any PC that has network access to the CallPilot server and has a web browser installed can be used to administer CallPilot. The CallPilot administration software is web-based.
Page 21 The Media Gateway and the Media Gateway Expansion provides four IPE slots. These slots support cards such as analog line cards, trunk cards, and application cards. The CallPilot 201i server is an application card that occupies two consecutive slots. The MGate Card (NTRB18CA) is a line card that occupies only one slot.
Page 22: Section B: Understanding Call Routing
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. In the case of CallPilot, the call-queuing capability of ACD is not used, but the call-handling capability of ACD agents is used.
Page 23 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 24: Phantom Dns
Phantom DNs Introduction Instead of using phonesets or dummy ACD DNs to route calls, CallPilot can use "virtual telephones" that exist only in software and have no associated hardware. The DN associated with one of these phantom phones is called a phantom DN.
Page 25: Callpilot Service Directory Numbers And The Sdn Table
The SDN Table is where the CDNs, phantom DNs, or dummy ACD DNs that have been conﬁgured on the CS 1000 system for your CallPilot services are recorded. In this table, the DN (now called an SDN) is associated with a speciﬁc service.
Page 26 26 Chapter 2 CallPilot and CS 1000 connectivity overview Inbound SDNs require DNs on the CS 1000 system Services that callers dial need inbound SDNs. An inbound SDN corresponds to either a CDN, a phantom DN, or a dummy ACD DN on the CS 1000 system, since callers must be able to dial in to the CS 1000 system with a unique number.
Page 27: How Calls Are Routed
• 6090 is the DN for a menu service (without fax items) • 6095 is the DN for Fax Item Maintenance Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks Nortel CallPilot NN44200-312 01.02 Standard 5.0 3 May 2007...
Page 28 2. Another caller dials 6095 to access the Fax Item Maintenance service. The call is forwarded to CDN 6050. 3. CallPilot looks up the DNs in the SDN Table on the server to check which service is being requested, the media type required, and the channel allocations for each service.
Page 29: Multimedia Channels In The Callpilot Server
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. DSP processing power is provided by Multimedia Processing Units (MPUs) in the CallPilot server.
Page 30: How Multimedia Channels Are Acquired By Callers
• CallPilot records a message. What happens when the call is dropped When CallPilot or the caller drops the call (hangs up), the multimedia channel returns to an idle state, ready to be acquired by another call. What is next?
Page 31: Chapter 3 Connecting The Callpilot Server To The Cs 1000 System
"Installing the MGate card (NTRB18CA)" (page 34) "Replacing an MGate card (NTRB18CA)" (page 39) "Section B: Connecting the CallPilot server to the switch" (page 40) "About the DS30X cable" (page 40) "Connecting MPB16-4 boards to MGate cards (NTRB18CA)" (page 42) "Connecting the MPB96 boards to MGate cards (NTRB18CA)"...
Page 32: About The Mgate Card (Ntrb18Ca)
32 Chapter 3 Connecting the CallPilot server to the CS 1000 system 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 33 The CS 1000 system may or may not recognize when an MGate card is faulty. If the CS 1000 system does recognize the problem, then it automatically disables the MGate card and informs CallPilot that the MGate card is faulty.
Page 34: Installing The Mgate Card (Ntrb18Ca)
MGate card slot. The DS0 channels associated with the disabled MGate card are taken out of service by CallPilot and assigned a Remote Off Duty status. If there are multiple MGate cards, then CallPilot continues to use the DS0 channels associated with the functioning MGate cards.
Page 35 Media Gateway expander shelves share the same clock reference as the Media Gateway shelf that they are connected to. In a CS 1000E, all MGate cards connected to the CallPilot system must reside in the same Media Gateway/Media Gateway Expansion shelf pair. For the CS 1000M and CS 1000S, the MGate cards can reside in separate shelves.
Page 36 36 Chapter 3 Connecting the CallPilot server to the CS 1000 system Set the DIP switches on the MGate card as shown in switch settings" (page all MGate cards and all system conﬁgurations. MGate DIP switch settings To install the MGate card...
Page 37 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. Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks Installing the MGate card (NTRB18CA) 37 Nortel CallPilot NN44200-312 01.02 Standard...
Page 38 38 Chapter 3 Connecting the CallPilot server to the CS 1000 system MGate cards in slots 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...
Page 39: Replacing An Mgate Card (Ntrb18Ca)
MGate card is hot-swappable. Step Action Courtesy stop the DS0 channels from the CallPilot administrative PC to stop all call processing gracefully. To do this, use the Channel Monitor or the Maintenance page in CallPilot Manager, as described in the CallPilot Server Maintenance and Diagnostics guide for your server.
Page 40: Section B: Connecting The Callpilot Server To The Switch
40 Chapter 3 Connecting the CallPilot server to the CS 1000 system 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). Re-enable the DS0 channels that were disabled before the card was removed.
Page 41 DS30X cables supported by MPB16-4 boards The DS30X cable that establishes the connection between the MPB16-4 boards and the MGate cards is 10 m (30 ft) long. Therefore, the CallPilot server must be placed within 10 m (30 ft) of the Media Gateway or Media Gateway Expansion.
Page 42: Connecting Mpb16-4 Boards To Mgate Cards (Ntrb18Ca)
42 Chapter 3 Connecting the CallPilot server to the CS 1000 system Connectors between MGate and MPB96 Note: The ferrites on this cable control EMC emission levels. Do not remove them. 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.
Page 43 Note: On the 1002rp servers, MPB16-4 #1 is the MPB16-4 board closest to the SBC card. For more information on slot assignments, see the slot assignment tables in the CallPilot Server Hardware Installation guide for your server. 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.
Page 44 44 Chapter 3 Connecting the CallPilot server to the CS 1000 system MGate cabling for the 1002rp server Two MPB16-4 boards and one MGate card (32 channels or less) Use the DS30X single cable (NTRH2012) to connect the MPB16-4 #1 to the MGate card.
Page 45 MGate cabling for the 1002rp server To connect the DS30X cable Before you begin, review the supported cabling conﬁgurations illustrated in "Cabling conﬁgurations" (page Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks Connecting MPB16-4 boards to MGate cards (NTRB18CA) 45 43).
Page 46 46 Chapter 3 Connecting the CallPilot server to the CS 1000 system Step Action On the bottom of the Media Gateway or Media Gateway Expansion, locate the connector associated with the slot occupied by the MGate card. Attach the DS30X connector on the NTRH2012 or NTRH2013 cable to the slot connector as shown in the previous diagrams.
Page 47: Connecting The Mpb96 Boards To Mgate Cards (Ntrb18Ca)
Connecting the MPB96 boards to MGate cards (NTRB18CA) Introduction The CallPilot server ships from the factory with one or more MPB96 boards already installed. Because the MPB96 board is already installed in the server, you only need to connect it to the MGate card in the CS 1000 system with the NTRH2014 DS30X cable.
Page 48 48 Chapter 3 Connecting the CallPilot server to the CS 1000 system High capacity 3-MPB96 and 6-MGate To install the DS30X cable for the MPB96 board Step Action On the bottom of the Media Gateway or Media Gateway Expansion, locate the connector associated with the slot occupied by the MGate card.
Page 49 DS30X cable connection to MPB96 Connect the other end of the MGate cable to the MPB96 board’s connector on the bottom of the CallPilot server. What is next? Continue with Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks Connecting the MPB96 boards to MGate cards (NTRB18CA) 49 —End—...
Page 50 50 Chapter 3 Connecting the CallPilot server to the CS 1000 system Nortel CallPilot Communication Server 1000 and CallPilot Server Conﬁguration NN44200-312 01.02 Standard 5.0 3 May 2007 Copyright © 2007, Nortel Networks...
Page 51: Chapter 4 Conﬁguring The Cs 1000 System
"Deﬁning the Message Register for AML message tracing" (page 59) "Conﬁguring CS 1000 IP addresses and enabling the Ethernet interface" (page 59) "Deﬁning CallPilot in the customer data block" (page 62) "Conﬁguring the ACD agent queue" (page 67) "Conﬁguring ACD agents" (page 68) "Enabling the card slots"...
Page 52: Cs 1000 Hardware And Software Requirements
To support the CallPilot 201i server, the CS 1000 system requires software release X21 Release 3.0 or later. To support the CallPilot 600r, 703t, 1002rp, or 1005r servers, the CS 1000 system requires software release X21 Release 3.0 or later.
Page 53: Cs 1000 Conﬁguration Checklist
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. Conﬁguration checklist...
Page 54 CDN queue. Set this ACD DN as night call forward to the attendant. Note: You can also print configuration information from overlay 20 at any time. Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks Overlay See page "Defining CallPilot in the...
Page 55 Save the configuration changes. Note: You can also print configuration information from overlay 20 at any time. Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks CS 1000 conﬁguration checklist 55 Overlay See page "Configuring CDN...
Page 56 3. When you complete the conﬁguration, type **** in response to the REQ prompt. The customer number CallPilot can only be provided on a per customer basis on the CS 1000 system. AML messages used for communications between the CS 1000 system and CallPilot contain a customer number to which CallPilot belongs.
Page 57: Provisioning The Elan Subnet
Enter. Prompt TYPE ADAN CTYP TYPE VSID ELAN Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks Provisioning the ELAN subnet 57 ATTENTION Response Description Change ADAN Action device and number...
Page 58 58 Chapter 4 Conﬁguring the CS 1000 system Prompt SECU TYPE CSQI CSQO Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks Response Description x...x If you have Contact Center connected to your switch, choose YES (even if you are not using Contact Center Voice Services Support).
Page 59: Deﬁning The Message Register For Aml Message Tracing
ELAN subnet. 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. To deﬁne the MGCR parameter...
Page 60 If the CS 1000 system is also connected to a Nortel Server Subnet (NS Subnet), you must deﬁne a gateway IP address. To change an IP address after CallPilot is installed and running, you must do the following: 1 Courtesy stop and shut down CallPilot.
Page 61 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 typing the following command: NEW HOST NAME xxx.xxx.xxx.xxx (where NAME is the host name...
Page 62: Deﬁning Callpilot In The Customer Data Block
Type PRT MASK and press Enter. 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. Communication Server 1000 and CallPilot Server Conﬁguration Copyright ©...
Page 63: Nortel Callpilot
DN, provided that the called phoneset has the Message Waiting Allowed (MWA) class of service enabled. Normally, non-Direct Inward Dialing (DID) calls are routed to CallPilot when a no answer or busy condition is encountered. As an option, you can route DID calls to the attendant’s or user’s Hunt DN.
Page 64: Nn44200-312 01.02 Standard
Attendant Queue Timing Threshold in seconds 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 65: Nortel Callpilot
Prompt TYPE Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks Deﬁning CallPilot in the customer data block 65 Response Description CallPilot Attendant Overflow DN. Set this prompt to a CallPilot CDN to launch a CallPilot service when the attendant overflows.
Page 66: Nortel Callpilot
Load overlay 16. For each prompt listed below, type the response indicated. For those prompts that are not listed, you can accept the default by pressing Enter. Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks Response Description...
Page 67: Conﬁguring The Acd Agent Queue
If you are enabling the Contact Center Voice Services Support feature, you must set up two additional ACD agent queues: one for ACCESS ports, and one for IVR ports. A segment of the CallPilot ports must be dedicated to the Contact Center Voice Services Support feature.
Page 68: Conﬁguring Acd Agents
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...
Page 69: Nortel Callpilot
Note: The left card slot used by the TNs must be used ﬁrst. Tower or rackmount servers For the tower and rack versions of the CallPilot server, ACD agents use TNs associated with the slot location of the MGate card (NTRB18CA).
Page 70: Enabling The Card Slots
(units 0-15) FLXA VCE MMA (units 16-31) 0 acd xxxx where xxxx is the ACD DN of the CallPilot 0 yyyy agent queue, and yyyy is the Position ID of the agent. 1 scn zzzz where zzzz is the single-call nonringing DN used to make outbound calls.
Page 71: Deﬁning The Default Acd Dn
CDN. During normal operation, the CDN is in control mode, and callers are queued to be routed and then answered by CallPilot services. Under error conditions (for example, if the AML link is down), the CDN operates in default mode and calls are routed to the default ACD DN deﬁned for the CDN.
Page 72: Conﬁguring Cdn Queues For Messaging Services
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...
Page 73: Conﬁguring Phantom Dns
The default ACD DN (see page 115). Calls to the CDN are directed to this ACD DN if the link or CallPilot goes down. Nortel recommends that this is not defined as the ACD DN of the CallPilot ACD queue.
Page 74: Nortel Callpilot
(the mailbox DN) forwards to the Voice Messaging CDN, whereas their fax number (the virtual fax DN) forwards to the Multimedia Messaging CDN. 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.
Page 75: Nortel Callpilot
Prompt TYPE SUPL To conﬁgure a phantom DN Step Action Load overlay 10. Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks 75). If a phantom loop is conﬁgured, then go to 75). Response Description SUPL Superloop...
Page 76: Nortel Callpilot
Enter. Prompt TYPE CDEN Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks Response Description PBX set type Terminal number, where c is the card, and u is the unit.
Page 77: Conﬁguring Dummy Acd Dns
Enter. Prompt TYPE CUST ACDN Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks Conﬁguring dummy ACD DNs 77 Response Description <Enter> Press Enter until you reach the end of the overlay (REQ prompt).
Page 78: Provisioning User Phonesets
MAXP NCFW 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: •...
Page 79: Nortel Callpilot
11. For those prompts that are not listed, you can accept the default by pressing Enter. Prompt TYPE CUST HUNT CPND NAME Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks Response Description NEW or 2317, Type of set. 2008, and...
Page 80: Nortel Callpilot
10. For those prompts that are not listed, you can accept the default by pressing Enter. Prompt TYPE CUST HUNT Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks Response Description <Enter> Press Enter until you reach the end of the overlay (the REQ prompt).
Page 81: 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. This section provides instructions for this step. For details on additional switch conﬁguration for NMS, see the "Conﬁguring the switches"...
Page 82: Saving Cs 1000 Changes
82 Chapter 4 Conﬁguring the CS 1000 system Prompt INAC Saving CS 1000 changes Introduction Once you modify the switch conﬁguration to support CallPilot, save all changes to disk. To save the conﬁguration Step Action Load overlay 43. At the next "." prompt, type BKO to dump the data to disk.
Page 83: Chapter 5 Conﬁguring The Callpilot Server Software
"Running the Conﬁguration Wizard" (page 91) "Changing pcAnywhere caller passwords" (page 94) "Setting Remote Desktop Policy on a Server" (page 95) "Conﬁguring CallPilot to operate in a Windows 2000 or 2003 domain" (page Overview Introduction The Conﬁguration Wizard enables you to conﬁgure the CallPilot server software.
Page 84: 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 85: Running The Setup Wizard
Click OK. Continue with Running the Setup Wizard After you type the user ID and password, the CallPilot Setup Wizard welcome screen appears. Note: For more information on the Setup Wizard, see the Upgrade and Platform Migration Guide (NTP NN44200-400).
Page 86: Logging On To The Callpilot Server With Callpilot Manager
CallPilot server. This may be the simplest method when installing CallPilot for the ﬁrst time. Logon process overview The process for logging on to the CallPilot server with CallPilot Manager is the same for remote or local CallPilot servers. The logon process is completed in two stages: Step Action...
Page 87: Nortel Callpilot
CallPilot server or on a stand-alone server. If the CallPilot Manager web server software is installed on a stand-alone server, you must know the CallPilot Manager server’s host name or IP address, as well as the CallPilot server’s host name or IP address.
Page 88: Nortel Callpilot
88 Chapter 5 Conﬁguring the CallPilot server software CallPilot Manager on CallPilot server CallPilot Manager on stand alone server To log on to the CallPilot server Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks Nortel CallPilot NN44200-312 01.02 Standard...
Page 89: Nortel Callpilot
Step Action Launch the web browser on your PC or on the CallPilot server. If you are launching the web browser on the CallPilot server your PC CallPilot Manager, Login Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks...
Page 90: Nortel Callpilot
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. If you type local host instead of the CallPilot server name...
Page 91: Running The Conﬁguration Wizard
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 •...
Page 92: Nortel Callpilot
If you have upgraded your CS 1000S to a CS1000E, the Terminal Numbers (TNs) on the CS 1000 were remapped to the large system format. For CallPilot to operate, you must change the switch type to M1 and the TNs to the large system format in the Conﬁguration Wizard Switch Information page.
Page 93: Nortel Callpilot
Make sure that you are always able to identify the MPB16-4 boards. See "Identifying the location of MPB #1 and MPB #2" (page 43) of the slots in which the MPB #1 and MPB #2 can be installed on CallPilot servers.
Page 94: Changing Pcanywhere Caller Passwords
One licensed copy of pcAnywhere is provided for the server on the CallPilot Application CD-ROM. To install pcAnywhere on another PC, you must purchase a separate license.
Page 95: Setting Remote Desktop Policy On A Server
Continue to domain" (page 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...
Page 96: Nortel Callpilot
96 Chapter 5 Conﬁguring the CallPilot server software Ensure the Allow users to connect remotely to this computer option is selected. Click OK to close the window. Open the Group Policy Snap-in to choose from the ﬁve options available for remote control settings. Open a command prompt window by clicking Start >...
Page 97: Conﬁguring Callpilot To Operate In A Windows 2000 Or 2003 Domain
Customers can add their server machine to a Windows 2000 or 2003 domain for added security and manageability. Whether you are upgrading to CallPilot 4.0 or installing a new CallPilot 4.0 system, you can move your server from a Windows workgroup to a Windows 2000 or 2003 domain.
Page 98: Nortel Callpilot
Conﬁguration Wizard" (page 91) user account. If you identify conﬂicts, you can adjust your group policies for CallPilot, or you can exclude the CallPilot server machine from a speciﬁc group policy. 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.
Page 99: Nortel Callpilot
Conﬁguring CallPilot to operate in a Windows 2000 or 2003 domain 99 a. If the difference in the M1/Succession time and the Domain b. If the difference in the M1/Succession time and the Domain To change M1/Succession time to match the Domain controller time, perform the following steps: a.
Page 100: Nortel Callpilot
100 Chapter 5 Conﬁguring the CallPilot server software In the System Properties window, click the Computer Name tab. Result: The following System Properties window appears. Click Change. Result: The Computer Name Changes window appears. 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.
Page 101: Nortel Callpilot
T1/SMDI system. To prevent the Domain Controller from controlling the CallPilot server time, you must disable the Win32 time Service on the CallPilot server. This allows the M1 or Succession switch to continue to control the CallPilot server time.
Page 102: Nortel Callpilot
102 Chapter 5 Conﬁguring the CallPilot server software Right-click on My Computer and select Manage > Services and Applications > Services. Result: The Computer Management window appears: a. In the right pane, right-click on Windows Time and select Stop. b. When the Service stops, right-click on Windows Time and c.
Page 103: Nortel Callpilot
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 account for remote logon.
Page 104: Nortel Callpilot
Type the username and password that you received in Step 1. Initiate a pcAnywhere or a Remote Desktop Client (RDC) session. Type the local CallPilot administrator account to log on to the CallPilot server. Option 2: Use the Domain user account for remote logon...
Page 105: Nortel Callpilot
Conﬁguring CallPilot to operate in a Windows 2000 or 2003 domain 105 To run Conﬁguration Wizard in a domain After you add the CallPilot server to a domain, the domain account that is used to log on to the CallPilot server does not have network administrator privileges.
Page 106: Nortel Callpilot
106 Chapter 5 Conﬁguring the CallPilot server software To change the local account passwords To change the local account passwords when you run Conﬁguration Wizard and CallPilot is a member of a domain, perform the following steps: Step Action Ask your network administrator to remove the CallPilot server from the domain and add the server to a workgroup.
Page 107: Chapter 6 Testing The Callpilot Installation
"Testing the CallPilot software and channels" (page 113) Checking that CallPilot is ready to accept calls 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.
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108 Chapter 6 Testing the CallPilot installation The system-ready indicators described in this section appear when you restart the server, and also when CallPilot is running if a change in system readiness status occurs. The system-ready indicators appear only if the Conﬁguration Wizard has previously been run on the server.
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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, see the CallPilot Manager online Help. SRI CallPilot error message Close the dialog box by clicking the X in the upper right corner.
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View events in CallPilot Manager or in the operating system Event Viewer on the server The Pass, Warning, and Error system-ready indicator messages appear as events in the Event Browser and Alarm Monitor in CallPilot Manager, and in the operating system Event Viewer on the server. By default •...
Page 111: Testing 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"...
Page 112: Testing The Connection To The Nns Subnet
Verifying that CallPilot can receive calls Introduction The following procedure is a basic test to verify that CallPilot is able to receive calls from the CS 1000 system and answer those calls. A more thorough test that requires the use of CallPilot Manager is described in "Testing the CallPilot software and channels"...
Page 113: Testing The Callpilot Software And Channels
CallPilot Server Maintenance and Diagnostics guide What is next? Continue with 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 •...
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"Logging on to Windows 2003 on the CallPilot 84). Note: Although you can access CallPilot Manager from any PC that has network access to the CallPilot server, later tests require that you be logged on to the CallPilot server. "Logging on to the CallPilot server with CallPilot 86).
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Voice Messaging DN for these tests. You can still use the Voice Messaging application as described in this procedure. Note: If there are no voice channels installed on CallPilot, then select Fax or Speech Recognition based on the DN that you speciﬁed in step 3.
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Copyright © 2007, Nortel Networks —End— 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 call channel and multimedia channel is functioning properly"...
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(for example, 8050#). Result: CallPilot plays the following prompt: Password? Type the mailbox password (for example, 805011#). Result: CallPilot plays the following prompt: You have one new message. Communication Server 1000 and CallPilot Server Conﬁguration Copyright © 2007, Nortel Networks Testing the CallPilot software and channels 117 Your mailbox is empty.
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118 Chapter 6 Testing the CallPilot installation If you do not hear the exact message, You have one new message..., this indicates that the wrong prompts have been installed or that CallPilot did not install properly. If you did not hear the correct message, contact your Nortel customer support representative.
Page 119: Nortel Callpilot
Multimedia Monitor, and Service Directory Number pages in CallPilot Manager. If you need additional instructions for these CallPilot Manager pages, see the CallPilot Manager online Help, or to the CallPilot Administrator’s Guide (NN44200-601). You must also access the System Monitor utility. The System Monitor utility is described in the chapter "Using CallPilot system utilities"...
Page 120: Nortel Callpilot
Example: If you have started eight voice channels, then start eight call channels. On the CallPilot server desktop, click Start -> Programs -> CallPilot -> System Utilities -> System Monitor. Result: The CallPilot System Monitor window appears. By default, the Channel Monitor tab appears on top.
Page 121: Nortel Callpilot
Testing the CallPilot software and channels 121 Note: You can leave the Application Name as Voice Messaging. 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. When those eight fax channels are tested, stop them and start another set of fax channels.
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122 Chapter 6 Testing the CallPilot installation On the CallPilot server desktop, click Start -> Programs -> CallPilot -> System Utilities -> System Monitor. Result: The CallPilot System Monitor window appears. By default, the Channel Monitor tab appears on top.
Page 123: Nortel Callpilot
Example: If you started eight speech recognition channels, then start eight call channels. On the CallPilot server desktop, click Start -> Programs -> CallPilot -> System Utilities -> System Monitor. Result: The CallPilot System Monitor window appears. By default, the Channel Monitor tab appears on top.
Page 124: Nortel Callpilot
Off Duty (out of service). Use a telephone to dial the service DN that you entered in the SDN table. Verify that CallPilot answers the call and that the CallPilot greeting plays. Observe the System Monitor and record which call channel (on the Channel Monitor page) and which speech recognition channel (on the Multimedia Monitor page) change to Active states.
Page 125: Nortel Callpilot
Once your testing indicates that the server upgrade, new installation, conﬁguration, platform migration, or system rebuild is successful, perform a full system backup. See "Backing up and restoring CallPilot information," in the CallPilot Administrator’s Guide (NN44200-601) for more information. Communication Server 1000 and CallPilot Server Conﬁguration Copyright ©...
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126 Chapter 6 Testing the CallPilot installation Nortel CallPilot Communication Server 1000 and CallPilot Server Conﬁguration NN44200-312 01.02 Standard 5.0 3 May 2007 Copyright © 2007, Nortel Networks...
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Users must take full responsibility for their applications of any products speciﬁed in this document. The information in this document is proprietary to Nortel Networks. *Nortel 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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1000 con?guration guide

Nortel CallPilot Server User Manual

Chapter 1 How to Get Help

Chapter 2 Callpilot and CS 1000 Connectivity Overview

Chapter 3 Connecting the Callpilot Server to the CS 1000 System

Chapter 4 Conﬁguring the CS 1000 System

Chapter 5 Conﬁguring the Callpilot Server Software

Chapter 6 Testing the Callpilot Installation

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