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Nortel CallPilot Supplementary Manual

Nortel CallPilot Supplementary Manual

Nortel callpilot: supplementary guide
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Enterprise: Common
Solution Integration Guide
for Communication Server
1000/CallPilot/Contact
Center/Telephony Manager
ATTENTION
Clicking on a PDF hyperlink takes you to the appropriate page. If necessary,
scroll up or down the page to see the beginning of the referenced section.
NN49000-300
.

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  • Page 1 Enterprise: Common Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager ATTENTION Clicking on a PDF hyperlink takes you to the appropriate page. If necessary, scroll up or down the page to see the beginning of the referenced section. NN49000-300...
  • Page 2 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, the Nortel logo and the Globemark are trademarks of Nortel Networks. Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.

  • Page 3: Table Of Contents

    Finding the latest updates on the Nortel Web site 5 Getting help from the Nortel Web site 6 Getting help over the phone from a Nortel Solutions Center 6 Getting help from a specialist by using an Express Routing Code 7...
  • Page 4 Setting up communications information 91 Setting up customer information 95 Setting up TM 3.0 applications 97 Setting up system data 99 Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Enterprise: Common NN49000-300 01.01 Standard CS 1000 Release 4.5 20 December 2006...

  • Page 5: How To Get Help

    How to get help This chapter explains how to get help for Nortel products and services. Finding the latest updates on the Nortel Web site The content of this documentation is current at the time of product release. To check for updates to the latest documentation and software for...

  • Page 6: Getting Help From The Nortel Web Site

    Latest CallPilot documentation Latest Contact Center documentation 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 7: Getting Help From A Specialist By Using An Express Routing Code

    To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to: www.nortel.com/erc...
  • Page 8 8 How to get help Enterprise: Common Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager NN49000-300 01.01 Standard CS 1000 Release 4.5 20 December 2006 Copyright © 2006, Nortel Networks Nortel Networks Confidential...

  • Page 9: About This Document

    This document describes the planning, configuration, and troubleshooting of the integration of the Communication Server 1000 (CS 1000) system with CallPilot and Contact Center. Integrate the CS 1000 with CallPilot and Contact Center after all three systems are installed and a baseline of operation is achieved and tested.
  • Page 10 10 About this document • Dialing Plans: Description (553-3001-183) Enterprise: Common Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager NN49000-300 01.01 Standard CS 1000 Release 4.5 20 December 2006 Copyright © 2006, Nortel Networks Nortel Networks Confidential...

  • Page 11: Overview

    Overview Figure 1 "CS 1000/CallPilot/Contact Center integration process" (page 12) shows the sequence of procedures you perform to integrate the CS 1000, CallPilot, and Contact Center systems. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Enterprise: Common NN49000-300 01.01 Standard...
  • Page 12 12 Overview Figure 1 CS 1000/CallPilot/Contact Center integration process Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Enterprise: Common NN49000-300 01.01 Standard CS 1000 Release 4.5 20 December 2006 Nortel Networks Confidential...
  • Page 13 The tasks in the CS 1000/CallPilot/Contact Center systems integration process are listed in checklist to implement the integration. Table 1 Task completion checklist Task Configure CS 1000 Configure CallPilot Configure Contact Center Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright ©...
  • Page 14 14 Overview Task Configure Telephony Manager Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Reference "Configuring voice ports on the Contact Center Server" (page 90) "Configuring Contact Center Manager Server after installation" (page 80) "Setting up communications information"...

  • Page 15: Prerequisites

    Knowledge of the Contact Center Manager Training Nortel recommends that you complete product-specific training before you begin integrating the CS 1000, CallPilot, and Contact Center systems. A complete list of courses is available at www.nortel.com. Capturing integration parameters Table 2 "Integration parameters" (page 15) required to successfully complete the integration.
  • Page 16 CS 1000 system switch IP address (ELAN) TN information a. Loop number b. Shelf number c. Card number Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Value Enterprise: Common NN49000-300 01.01 Standard CS 1000 Release 4.5 20 December 2006...

  • Page 17: Establishing The System Baseline

    Establishing the system baseline To successfully integrate voice services, you must first establish the system baseline for the CS 1000, CallPilot, and Contact Center systems so that the systems are configured and working in a stand-alone environment. Table 3 "Pre-integration checklist" (page 17) baselines prior to integration.
  • Page 18 Attendant Overflow Position package 56 is installed. CallPilot is commissioned without specific switch information. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Reference Communication Server 1000M and Meridian 1: Small System Installation and Configuration...
  • Page 19 CS 1000 switch information or Voice Services information. Contact Center software is Release 6.0 or later. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Reference Enterprise: Common NN49000-300 01.01 Standard CS 1000 Release 4.5 20 December 2006...
  • Page 20 20 Prerequisites Enterprise: Common Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager NN49000-300 01.01 Standard CS 1000 Release 4.5 20 December 2006 Copyright © 2006, Nortel Networks Nortel Networks Confidential...

  • Page 21: Cs 1000 Configuration

    CS 1000 configuration CS 1000 configuration procedures CallPilot can be provided only on a per customer basis on the Communication Server 1000 (CS 1000) system. AML messages used for communications between the CS 1000 system and CallPilot contain a customer number to which CallPilot belongs.

  • Page 22: Defining A Default Gateway (Ld 117)

    Action Connect to the Call Server. Enter LD 117. Enter the commands described in the following table. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks —End— Description Prints the network host table information stored in the database...

  • Page 23: Checking The Ethernet Interface Status Of The Cs 1000 (Ld 137)

    Action Connect to the Call Server. Enter LD 137. Enter the commands described in the following table. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Description Configures a new routing entry, where x.x.x.x = network IP address. For a default Gateway, enter 0.0.0.0 a.b.c.d = Gateway IP address of the local CS 1000 system...

  • Page 24: Checking The Elan Status On The Cs 1000 (Ld 48)

    Perform the following procedure to enable the ELAN. Enabling the ELAN on the CS 1000 (LD 48) Step Action Connect to the Call Server. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks "Checking the Ethernet Interface status of 23). —End—...

  • Page 25: Configuring Callpilot Resources On The Cs 1000

    "Configuring the ELAN subnet (LD 17)" (page 26) • "Configuring the System Parameters (LD 17)" (page 27) • "Defining CallPilot in the customer data block (LD 15)" (page 28) • "Configuring the route data block" (page 32) • "Configuring Automatic Call Distribution (LD 23)" (page 33) •...

  • Page 26: Configuring The Elan Subnet (Ld 17)

    VSID in the configuration record. This provides the Ethernet connection over which AML messages are exchanged between the CS 1000 system and CallPilot. A separate ELAN must be created for CallPilot and Contact Center for the purpose of integration. Perform this procedure only if the ELAN subnet is not provisioned.

  • Page 27: Configuring The System Parameters (Ld 17)

    LD 17 - System Parameters Prompt Response TYPE PARM Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring CallPilot resources on the CS 1000 27 Descriptions The VAS identifier can be in the range of 16–31.

  • Page 28: Defining Callpilot In The Customer Data Block (Ld 15)

    (20) to x Defining CallPilot in the customer data block (LD 15) 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: •...
  • Page 29 For prompts not listed in the following table, press Enter to accept the default. To exit the overlay, enter **** and press Return. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring CallPilot resources on the CS 1000 29 —End—...
  • Page 30 Enter the appropriate values as described in the following table. For prompts not listed in the following table, press Enter to accept the default. To exit the overlay, enter **** and press Return. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks —End— Descriptions...
  • Page 31 Response TYPE NET_DATA CUST ISDN (NO) YES Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring CallPilot resources on the CS 1000 31 Descriptions Change existing data block Customer features and options Customer number (0–99) End-to-End signaling tone to originating party.

  • Page 32: Configuring The Route Data Block

    Configuring the route data block 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. For details on additional switch configuration for NMS, refer to CallPilot Network Planning Guide (555-7101-102).

  • Page 33: Configuring Automatic Call Distribution (Ld 23)

    Configuring Automatic Call Distribution (LD 23) You must set up only one Automatic Call Distribution (ACD) agent queue to service CallPilot, unless you are enabling the Contact Center Voice Services Support feature. This queue holds all the agents that correspond to DS0 channels on the CallPilot server.
  • Page 34 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 35: Configuring Acd Agent Voice Ports For Callpilot (Ld 11)

    ALOG Configuring ACD agent voice ports for CallPilot (LD 11) For CallPilot, you must define channels as ACD agents on M2008 digital sets. All agents are added to the ACD queues that you configure. Perform the following procedure to configure agents.
  • Page 36 0 ACD xxxx 0 yyyy 1 SCN zzzz 2 msb 3 nrd Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Descriptions Customer number (0–99) Class of Service Each agent must have the VCE and MMA Class of Service.

  • Page 37: Configuring Card Slots

    Table 19 LD 32 - Card slots Command STAT l s c ENLC l s c Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring CallPilot resources on the CS 1000 37 Descriptions Transfer (trn) Three Party conference Key (AO3) —End—...

  • Page 38: Defining The Default Automatic Call Distribution Dn (Ld 23)

    Configuring a CDN queue (LD 23) During normal operation, the CDN is in control mode, and callers are queued to be routed and answered by CallPilot services. Under error conditions (such as when 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 39 Configure a secondary CDN for Multimedia Messaging, if you want to provide users with fax capability. Nortel strongly recommends that you use either a phantom DN or a dummy ACD DN for all other messaging services. Configuring a CDN queue...

  • Page 40: Configuring Attendant Consoles (Ld 15)

    TYPE ATT_DATA CUST ATDN (0) – xxxx Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Descriptions Default ACD DN Calls to the CDN are directed to this ACD DN if the link or CallPilot goes down.

  • Page 41: Configuring A Phantom Superloop (Ld 97)

    Checking for existing phantom loops" (page 42) any phantom superloops exist. Enter **** and press Return to exit LD 22. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring CallPilot resources on the CS 1000 41...
  • Page 42 Step Action Connect to the Call Server. Enter LD 10. Enter the appropriate values as described in the following table. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks —End— Descriptions Print Configured phantom loops are listed under the SUPL entry with the letter "P"...
  • Page 43 TYPE l s c u CDEN yyyy WTA UNR DCFW nn xxxx Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring CallPilot resources on the CS 1000 43 —End— Descriptions Add new data PBX telephone type...

  • Page 44: Configuring Dummy Acd Dns (Ld 23)

    LD 23 - Configuring dummy ACD DNs Prompt Response TYPE CUST yyyy ACDN (NO) / YES Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks —End— Descriptions Add new data Automatic Call Distribution Customer number (0–99) ACD Directory Number Enter the DN for the service.

  • Page 45: Provisioning Telephones

    Prompt Response MAXP NCFW yyyy Provisioning telephones Set up telephones to support the following features for CallPilot: • Call Forward No Answer to the appropriate CDN (voice or multimedia) • Call Forward Busy to the appropriate CDN • Call Forward All Calls to the appropriate CDN •...
  • Page 46 0-255 yyyy zzzz HUNT a..a 0 SCR xxxx Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks —End— Descriptions Add new data or change existing data Type of data block For a complete list of available...
  • Page 47 For prompts not listed in the following table, press Enter to accept the default. To exit the overlay, enter **** and press Return. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring CallPilot resources on the CS 1000 47...

  • Page 48: Saving Cs 1000 Changes (Ld 43)

    ACD xxxx yyyy Saving CS 1000 changes (LD 43) Perform the following procedure to save the CS 1000 changes. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Descriptions Add new data or change existing data...

  • Page 49: Configuring Contact Center Resources On The Cs 1000

    Configuring the ELAN subnet (LD 17) Perform the following procedure to configure the ELAN subnet. For the purpose of integration, a separate ELAN must be created for CallPilot and Contact Center. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright ©...
  • Page 50 ADAN NEW ELAN xx - CTYP ELAN - DES < Description > Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks —End— Descriptions Change existing data block Configuration Record This configures a new link and assigns it a number, where xx is within the ELAN subnet range of 16-31.

  • Page 51: Configuring System Parameters (Ld 17)

    LD 17 - Configuring System Parameters Prompt Response TYPE PARM Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring Contact Center resources on the CS 1000 51 Descriptions VAS Identifier xx can be in the range of 16-31. For...

  • Page 52: Configuring Automatic Call Distribution For Contact Center (Ld 23)

    Configuring Automatic Call Distribution for Contact Center (LD 23) A separate Automatic Call Distribution (ACD) must be configured for CallPilot and Contact Center. Perform the following procedure to configure ACD for Contact Center. Configuring Automatic Call Distribution for Contact Center (LD...

  • Page 53: Configuring Ivr Automatic Call Distribution For Contact Center (Ld 23)

    For prompts not listed in the following table, press Enter to accept the default. To exit the overlay, enter **** and press Return. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring Contact Center resources on the CS 1000 53 —End—...

  • Page 54: Configuring Acd Agent Voice Ports For Contact Center (Ld 11)

    For prompts not listed in the following table, press Enter to accept the default. To exit the overlay, enter **** and press Return. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Descriptions Add new data Automatic Call Distribution Customer number (0–99)
  • Page 55 CUST aaaa xx aaa yyyy ccc zzzz Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring Contact Center resources on the CS 1000 55 Descriptions Add new data Type of Data block For Contact Center, TYPE must be 2008.

  • Page 56: Configuring A Cdn Queue For Contact Center Manager (Ld 23)

    LD 23 - Configuring a CDN queue for Contact Center Manager Prompt Response TYPE CUST Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Descriptions xxx = ACD DN yyy = Agent Position DN zzzz = Non ringing DN used to make...
  • Page 57 (NO) / YES TDNS (NO) / YES RPRT CNTL Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring Contact Center resources on the CS 1000 57 Descriptions The Control DN of the queue. This number must be entered as the SDN for the messaging service in the SDN table.

  • Page 58: Provisioning Telephones For Contact Center

    For prompts not listed in the following table, press Enter to accept the default. To exit the overlay, enter **** and press Return. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Descriptions Allow the system to dynamically assign...
  • Page 59 Provisioning analog (500/2500-type) telephones for Contact Center (LD 10) Perform the following procedure to set up analog (500/2500-type) telephones. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring Contact Center resources on the CS 1000 59 Descriptions...
  • Page 60 SPID (1) - 48 AACD ACD xxxx yyyy Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks —End— Descriptions Add new data or change existing data 500 telephone Terminal Number For Large Systems, where l = loop, s = shelf, c = card, and u = unit.

  • Page 61: Saving Cs 1000 Changes (Ld 43)

    Do not remove the disk while the LED is lit. As long as the LED is on, the disk is still being written to. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring Contact Center resources on the CS 1000 61 —End—...
  • Page 62 62 CS 1000 configuration Enterprise: Common Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager NN49000-300 01.01 Standard CS 1000 Release 4.5 20 December 2006 Copyright © 2006, Nortel Networks Nortel Networks Confidential...

  • Page 63: Callpilot Configuration

    CallPilot configuration This chapter describes the configuration of the switch information for CallPilot. It is assumed that CallPilot is installed and configured and that the switch information was not configured during initial the initial configuration. The procedures in this chapter are sequential. You must complete these procedures in order, uninterrupted, to avoid losing all changes.
  • Page 64 64 CallPilot configuration Logging on to CallPilot Manager Step Action In your Web browser, enter the URL of the CallPilot Manager (for example, 192.168.249.91/cpmgr). The CallPilot login page appears. See (page Figure 2 CallPilot login In the user pane, enter the following administrator information: •...
  • Page 65 Click Next. The Configuration Wizard: Configuration Mode page appears See Figure 4 "Configuration Mode page" (page Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Enterprise: Common NN49000-300 01.01 Standard CS 1000 Release 4.5 20 December 2006 Logging on to CallPilot Manager 65 66).

  • Page 66: Configuring The Keycode And Serial Numbers

    Keycode and serial number page Configuring the keycode and serial numbers Perform the following procedure to configure the keycode and serial numbers. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks —End— Enterprise: Common NN49000-300 01.01 Standard CS 1000 Release 4.5 20 December 2006...
  • Page 67 Feature Verification page Review the Feature Verification page to ensure that all your features are included with the keycode you provided. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring the keycode and serial numbers 67 Figure 5 "Keycode and serial number page"...

  • Page 68: Configuring Callpilot Server Information

    The Server Information page appears. Figure 7 Server Information page Configuring CallPilot server information Perform the following procedure to configure the CallPilot server information. Configuring CallPilot server information Step Action In the Server Information page, for Computer Name, type the CallPilot computer name.

  • Page 69: Configuring Password Information

    Type the local Telephone Area Code where the CallPilot server resides. Type the Country Code where the CallPilot server resides. Enter the Ldap search base for the ldap database (for example, dc=Nortel,dc=ca). Click Next. The Password Information page appears. Figure 8 Password Information page Configuring password information...

  • Page 70: Configuring Multimedia Allocations

    Figure 9 Multimedia Allocation page Configuring multimedia allocations Perform the following procedure to configure Configuring multimedia allocations. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks —End— Enterprise: Common NN49000-300 01.01 Standard CS 1000 Release 4.5 20 December 2006...

  • Page 71: Configuring The Cs 1000 Switch Information

    M1 Switch Information page Configuring the CS 1000 switch information Perform the following procedure to configure the CS 1000 switch information. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring the CS 1000 switch information 71...

  • Page 72: Configuring The Links On The Mgate Card

    On the bottom half of the page, select the Channel Name for the channel to be configured. The Channel Detail Information page appears. See "Channel Detail Information page" (page Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks —End— Enterprise: Common NN49000-300 01.01 Standard...
  • Page 73 Click OK. The M1 Switch Information page appears. Click Next. The Meridian 1 CDN Information page appears. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring the links on the MGate card 73 Enterprise: Common NN49000-300 01.01 Standard...

  • Page 74: Configuring Cdn Information

    Select the Application Name. Click OK. The CDN Detail page appears with the newly created CDN. Click Next. The Language Source Directory page appears. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks —End— —End— Enterprise: Common NN49000-300 01.01 Standard...

  • Page 75: Configuring The Contact Center Language Source

    Select the Primary Language. Select the Secondary Language (optional). Click Next. The CallPilot Local Area Network Interface page appears. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring the Contact Center Language Source 75 Enterprise: Common NN49000-300 01.01 Standard...

  • Page 76: Configuring The Callpilot Lan Interface

    76 CallPilot configuration Figure 13 CallPilot Local Area Network Interface page Configuring the CallPilot LAN interface Perform the following procedure to configure the CallPilot LAN interface. Configuring the CallPilot LAN interface Step Action In the CallPilot Local Area Network Interface page, for Equipment LAN network interface card, select ELAN.
  • Page 77 CallPilot server out of service. Click OK. The switch configuration begins. This process takes several minutes to complete. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring the CallPilot LAN interface 77 CAUTION If you click Cancel, all configuration changes are lost.
  • Page 78 78 CallPilot configuration Enterprise: Common Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager NN49000-300 01.01 Standard CS 1000 Release 4.5 20 December 2006 Copyright © 2006, Nortel Networks Nortel Networks Confidential...

  • Page 79: Contact Center Configuration

    "Configuring voice ports on the Contact Center Server" (page 90) Shutting down services Perform the following procedure to configure Contact Center Voice Services. Before you begin configuring Voice Services, you must shut down the Nortel Contact Center Manager Server (CCMS). Shutting down services...

  • Page 80: Configuring Contact Center Manager Server After Installation

    Wait for the Contact Center Manager Server configuration Utility to appear. Figure 14 Customer Information Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Right-click on any services that did not shutdown successfully and select Stop.
  • Page 81 Click Next. The License Manager page appears. See Manager " (page Figure 15 License Manager Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring Contact Center Manager Server after installation 81 ATTENTION 81). Enterprise: Common NN49000-300 01.01 Standard...
  • Page 82 Click Next. The Local Area Network IP page appears. See Area Network IP " (page Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks If the information is not correct, you may have selected the wrong package.
  • Page 83 Click Next. The CS 1000 (M1) Switch Information page appears. See "CS 1000 (M1) Switch Information " (page Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring Contact Center Manager Server after installation 83 Enterprise: Common NN49000-300 01.01 Standard...
  • Page 84 For Switch Customer Number, enter the customer number for the switch. Click Next. The Voice Services page appears. See (page Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks 85). Enterprise: Common NN49000-300 01.01 Standard CS 1000 Release 4.5 20 December 2006...
  • Page 85 If you are using Meridian Mail as your voice-processing system, for Voice Connection Type, select Serial. If you are using CallPilot, for Voice Connection Type select TCP. Specify the ELAN subnet IP address of the CallPilot server, and set the CallPilot Server Port to 10008.
  • Page 86 224.0.1.0 and 239.255.255.255 range. The default is 230.0.0.1. Check with your network administrator for acceptable IP multicast addresses for your specific network. The RSM IP address must not be confused with your Nortel server subnet or ELAN subnet addresses. Click Next.

  • Page 87: Configuring Cdns On The Contact Center Manager Administration Server

    Select the CDN (Route Points) folder. The CDN Route Point page appears. For Name, type the name of the CDN to appear in reports. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks —End— Enterprise: Common NN49000-300 01.01 Standard...

  • Page 88: Configuring And Acquiring An Ivr Acd Dn

    To complete the addition, click on any other row in the table. Result: The system adds the ACD DN and the status appears as Not Acquired. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks —End—...

  • Page 89: Configuring Agent Telephones On The Contact Center Server

    Click Refresh Status to view the status of the acquisition. Repeat steps 6 to 11 to configure additional telephones. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Configuring agent telephones on the Contact Center Server 89 —End—...

  • Page 90: Configuring Voice Ports On The Contact Center Server

    Select the Acquired check box for the TN you just created to acquire the telephone. Click Refresh Status to view the status of the acquisition. Repeat steps 6 to 12 to configure additional TNs. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks —End— Enterprise: Common NN49000-300 01.01 Standard...

  • Page 91: Telephony Manager Configuration

    The System Properties dialog box appears with the General tab selected. Select the Communications tab. Select Add. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks 99). After connecting successfully, refer to Enterprise: Common NN49000-300 01.01 Standard CS 1000 Release 4.5 20 December 2006...
  • Page 92 For an Ethernet connection type (see - Communications tab" (page a. Enter the IP address that you configured on the system. b. Click Apply. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks 93)): Enterprise: Common NN49000-300 01.01 Standard...
  • Page 93 ID, a modem password, and a modem initialization string. For IP address, type the local IP address as configured on the system. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager CS 1000 Release 4.5 20 December 2006 Copyright © 2006, Nortel Networks Setting up communications information 93 Figure 22 "System Properties -...
  • Page 94 For Modem Script, select the appropriate value. This is commonly “None”, unless a specific value is defined for your system. Click Apply. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager CS 1000 Release 4.5 20 December 2006 Copyright © 2006, Nortel Networks Enterprise: Common NN49000-300 01.01 Standard...

  • Page 95: Setting Up Customer Information

    Setting up customer information Step Action Select the Customers tab. See Customers tab" (page Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager CS 1000 Release 4.5 20 December 2006 Copyright © 2006, Nortel Networks Setting up customer information 95 —End—...
  • Page 96 Select Properties. The Customer Properties dialog box appears with the General tab selected. See 97). Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks Figure 25 "Customer Properties - General tab" (page Enterprise: Common NN49000-300 01.01 Standard CS 1000 Release 4.5 20 December 2006...

  • Page 97: Setting Up Tm 3.0 Applications

    You must enable applications to make them available in the System window. Setting up TM 3.0 applications Step Action Select the Applications tab. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks —End— Figure 26 "System Properties - Applications tab" (page Enterprise: Common NN49000-300 01.01 Standard...
  • Page 98 Choose one the following: a. Enable All — enables the default communication profile for Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks all available applications under the Application tab (with the exception of Call Tracking, which is always serial).

  • Page 99: Setting Up System Data

    TM 3.0 directly from the system. When the data is copied from the system into TM 3.0, the test procedure is complete. Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager Copyright © 2006, Nortel Networks applications under the Application tab.
  • Page 100 100 Telephony Manager configuration Enterprise: Common Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager NN49000-300 01.01 Standard CS 1000 Release 4.5 20 December 2006 Copyright © 2006, Nortel Networks Nortel Networks Confidential...
  • Page 102 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, the Nortel logo and the Globemark are trademarks of Nortel Networks. Sourced in Canada.

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