Nortel Express Call Center Installation Manual
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Nortel Express Call Center Installation Manual

Nortel Express Call Center Installation Manual

Voice services on media card
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297-2183-207
Nortel Symposium Express Call Center
Voice Services on Media Card Installation Guide
Product release 4.2
Standard 2.0
March 2005

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  • Page 1 297-2183-207 Nortel Symposium Express Call Center Voice Services on Media Card Installation Guide Product release 4.2 Standard 2.0 March 2005...
  • Page 3 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 5: Publication History

    March 2005 April 2003 Voice Services on Media Card Installation Guide This is the Standard 2.0 version of the Nortel Symposium Express Call Center Voice Services on Media Card Installation Guide for Release 4.2. This is the Standard 1.0 version of the Nortel Networks Symposium Express Call Center Voice Services Card Installation Guide for Release 4.2.
  • Page 6 Publication history Standard 2.0 Symposium Express Call Center...

  • Page 7: Table Of Contents

    Contents Media Card ........... 11 About the Media Card.
  • Page 8 Contents Standard 2.0 viii Symposium Express Call Center...
  • Page 9 List of figures Figure 1: Media Card (NTVQ01BB) ......Figure 2: A0852632 L-adapter ......Figure 3: L-adapter installed in a large system .
  • Page 10 List of figures Standard 2.0 Symposium Express Call Center...

  • Page 11: Media Card

    Introduction The Media Card provides functionality to implement Call Center Front Ending and Announcements for Symposium Express Call Center Release 4.2. The Media Card is a new replacement for the former Voice Services card. The Media Card appears to the switch as an Extended Digital Line Card (XDLC) with up to 24 sets attached.
  • Page 12 Time and Date stamp Upgrade capability Prompt Storage Expandability Note: The most recent hardware and software compatibility information is contained in the latest support bulletin. Contact your Nortel representative for more information. Media Card (continued) Complete cabling requires 1 NTAG81 PC maintenance cable...

  • Page 13: About The Media Card

    24 on-board DSP ports Note: Although the Media Card can handle 32 DSP ports, Symposium Express Call Center supports only 24 ports. The remaining ports cannot be used for other purposes. 64 Mbytes of voice prompt storage...

  • Page 14: Installation Overview

    Installation overview Before you begin Ensure that the Symposium Express Call Center server and client are installed and operational. For more information, refer to Chapter 3, “Server software,” in the Nortel Symposium Express Call Center Planning, Installation, and Administration Guide, Release 4.2.
  • Page 15 After you install the Media Card on the switch, you must perform the following tasks to configure the card on the server, and to play messages: Add the voice services voice ports to Symposium Express Call Center. For more information, see “Configuring a voice services card” in the Planning, Installation, and Administration Guide.

  • Page 16: Installing The Media Card

    Configure an Internet Protocol (IP) address for the Media Card. See “Assigning network information” on page 22. Configure Voice Services ports. See “To configure voice services ports” on page 31. The Symposium Express Voice Services on Media Card installation is complete. Symposium Express Call Center...

  • Page 17: What's Next

    ATTENTION Voice Services on Media Card Installation Guide See “Media Card test and debug capabilities” in the Symposium Express Call Center Voice Services on Media Card Maintenance and Troubleshooting Guide for information on maintenance port access, and for upgrade and maintenance information.

  • Page 18: Cabling The Media Card

    Customer LAN port (Nortel Server Subnet) one RS-232 port Note: The Nortel Server Subnet (formerly known as CLAN) network interface port is connected to the port labeled ELAN on the L-adapter. Symposium Express Call Center...

  • Page 19: Figure 2: A0852632 L-Adapter

    Figure 2: A0852632 L-adapter CAUTION Do not connect terminal equipment to both the backplane serial connector on NTMF94BA and the faceplate serial connector on NTAG81CA. These are physical cabling options for the same serial port. Figure 3 on page 20 shows an L-adapter installed in a large system with a securing screw and tie-wrap.

  • Page 20: Figure 3: L-Adapter Installed In A Large System

    Media Card Standard 2.0 Figure 3: L-adapter installed in a large system Figure 4 shows the L-adapter and cabling connected to an Ethernet port. Figure 4: L-adapter connected to an Ethernet port Symposium Express Call Center...
  • Page 21 RS-232 maintenance port The RS-232 maintenance port provides access to the Media Card command prompt for monitoring and maintenance purposes, such as upgrades and debugging. This port is available at the 9-pin connector on the Media Card Adapter CLAN, and also at the mini-DIN socket on the faceplate of the Media Card.

  • Page 22: Assigning Network Information

    Gateway IP address. An incorrect IP address or Subnet Mask can bring down the LAN to which the card is connected. An incorrect Gateway Address means that the card is inaccessible beyond its local LAN. Symposium Express Call Center...
  • Page 23 To assign or change the IP address, Subnet mask, and the default Gateway IP address Make sure you have a unique, valid IP address (ELAN), Subnet mask, and default Gateway IP address for the Media Card. Use this procedure to assign an IP address, Subnet mask, and default Gateway IP address if commissioning the card for the first time.
  • Page 24 Although the Media Card is located on the ELAN network, it is possible to administer files and directories from a client CLAN connection through the Symposium Express Call Center client application. This facility is part of the Voice Services or Media Card client application. When a voice services...
  • Page 25 PCMCIA storage card and do procedures such as add, create, or delete operations on prompt files and folders. For more information, see the Symposium Express Call Center Call Center Management Guide. Voice Services on Media Card Installation Guide...

  • Page 26: Upgrading The Media Card

    Dongle serial number: 10081198 All FPGAs are configured All self tests have passed SRAM test okay SDRAM Addr test okay SDRAM blank over Early serial debug initialized Copyright 1984-1998 VxWorks System Boot Wind River Systems, Inc. Symposium Express Call Center...
  • Page 27 To determine the loadware version Log on to the Media Card, and then run the command swInfoGet. Result: The swInfoGet command indicates the version. The following is an example: Media Card Hardware SECC Voice Services Rev: MC01:08a XA Version = MC Firmware Rls 6.5 DSP 0 Software Version:0.1 DSP 1 Software Version:0.1 DSP 2 Software Version:0.1...
  • Page 28 To end the ftp session, in the MS-DOS window type bye, and then press Enter. To restart the card, in the HyperTerminal session at the ➝ prompt, type sysReboot, and then press Enter. Choose Call ➝ Disconnect to end the HyperTerminal session. ➝ Symposium Express Call Center...

  • Page 29: Configuring The Media Card On The Switch

    Configuring the Media Card on the switch Introduction To configure the Media Card, complete the following tasks, which are described in this section: Configure the IVR ACD DNs and night call forward. Configure the Auxiliary Data System data block. Configure Voice Services ports. This section also describes how to enable or disable voice service ports replace a Media Card in the switch...
  • Page 30 It is also used if all ports are logged off, which may indicate an underlying problem. Interactive Voice Response. This is defined so that Symposium Express Call Center can acquire the queue and receive messaging related to the queue.
  • Page 31 Prompt CUST - IDLB - IDUB Type **** to exit from the overlay. Log off the switch. To configure voice services ports Overlay 11 is used to configure voice services ports. You configure voice services ports when you are commissioning the card for the first time. Note: The number of Voice Services ports configured must exactly match the number of keycoded Voice Services ports.
  • Page 32 Make Set Busy key. The voice services port must be logged off the ACD Queue and must not receive any calls while not controlled by Symposium Express Call Center. Incoming calls are diverted to the Night Service DN for the ACD queue.

  • Page 33: Command Description

    ATTENTION Note: Nortel recommends that the operator disable all Media Card digital units in LD 32 before moving (MOV) or removing (OUT) them in LD 11. This is because the Media Card does not receive any messages from the switch on a move or an out command.
  • Page 34 STAT l s c u Type **** to exit from the overlay. Log off the switch. Description (continued) Displays the status of the card and a brief status of all units. Displays the status of one unit (voice services port). Symposium Express Call Center...

  • Page 35: Replacing A Voice Services Card With A Media Card

    Replacing a Voice Services card with a Media Card Introduction Use this procedure to replace a Voice Services card (NTHF77AA) with a Voice Services on Media Card (NTVQ01BB). Ensure that you make the changes in a scheduled maintenance slot. Be sure to follow the appropriate procedure: “Replacing a Voice Services card that has one PC card”...
  • Page 36 Insert the dongle into the socket of the Media Card. Insert the PC card into the A:/ drive socket of the Media Card. Change the backplane cabling on the switch slot from the Voice Services cabling to the L-adapter type used by the Media Card. Symposium Express Call Center...
  • Page 37 Insert the Media Card into the IPE slot in the switch. Configure the IP address of the Media Card to be the IP address used by the Voice Services Card. Restart the Media Card, and then do a loadware upgrade, if necessary. Changing the location of announcements from B:/ drive to A:/ drive If announcements were stored on the B:/ drive of the Voice Services card, the server must be changed to play back the announcements from the A:/ drive of...
  • Page 38 Select the announcement for which you want to modify the drive location. In the location field, change the path from B:/ to A:/. Symposium Express Call Center...

  • Page 39: Precautions For Handling Circuit Cards

    Precautions for handling circuit cards CAUTION Risk of equipment damage Module covers are not hinged; when removing them, do not let go of the covers. Lift covers away from the module and set them out of your work area. DANGER Risk of equipment damage and personal injury Circuit cards may contain a lithium battery.

  • Page 40: Figure 5: Static Discharge Points

    Whenever there is an enable/disable switch, hardware disable cards before they are removed or inserted. Return defective or heavily contaminated cards to a repair center. Do not try to repair or clean them. Module rear Bare metal strip Module Bare metal strip front Symposium Express Call Center 553-5000...

  • Page 41: Appendix A: System Restart Example

    Rebooting Pack ... value = 0 = 0x0 -> MC Firmware Rls 6.5 8051XA Firmware Version 4.9 6 Dec 2002 (C) Nortel Inc. 2001 EPLD Version: 4.0 32K External RAM detected 8K DPRAM detected Dongle serial number: 10081198 All FPGAs are configured...
  • Page 42 Target Name: vxTarget User: defuser MAC Address for Port 0 is : 00:20:d8:d0:21:a8 SysConf: uEng_intConnect to pktHandlingIsr. 0 symbols bound. Load uCode from buffer Status : Return Success Starting Microengines. : ata= : /C:/exec : 0x0 : ixpMac Symposium Express Call Center...
  • Page 43 0x1affe64 (tRootTask): Loading MAC_21440... 0x1affe64 (tRootTask): mac21440Load: Init String[0] NULL: ixpMac 0x1affe64 (tRootTask): Loading MAC_21440... 0x1affe64 (tRootTask): MAC 21440 String : Processed all arugments 0x1affe64 (tRootTask): mac21440InitMem: Net Pool ID is 20018720 0x1affe64 (tRootTask): Done loading mac21440... 0x1affe64 (tRootTask): mac21440Start: Starting port 0 TLAN Port set to Auto-Negotiate Speed and Duplex Settings ELAN set to 10BaseT Operation...
  • Page 44 ]]]]]]]]]]]]]]]]]]]]]]]]]]] ]]]]]]]]]]]]]]]]]]]]]]]]]] ]]]]]]]]]]]]]]]]]]]]]]]]] Inc., 1984-2000 CPU: IXP1200. Memory Size: 0x1b00000. **************************************************** -> NORTEL SYMPOSIUM EXPRESS CALL CENTER VOICE SERVICES on Media Card SoftwareRelease: SECC **************************************************** 0x10bc78c (tMaint): Task spawned. TEST: 1 12 /REC:/ - Volume is OK 0x1affe64 (): task dead...
  • Page 45 /A:/ - Volume is OK /C:/ - Volume is OK 0x10bc78c (tMaint): XA : - Query 8051XA for Dongle ID 0x10bc78c (tMaint): dspmInit : Initializing DSPM 0xf8daa4 (tXA): Got Dongle Response 0xf8daa4 (tXA): Dongle : 10081198 0xf8daa4 (tXA): Got Version Response 0xf8daa4 (tXA): Version : MC Firmware Rls 6.5 0xf8daa4 (tXA): Serial Number not supported 0x10bc78c (tMaint): xaToHostPollingEnable: XA to Host Polling...
  • Page 46 0x1afd754 (tAriesAudit): Task operational. 0x10bc78c (tMaint): Generate DTMF go operational... 0xf78ce4 (tGenDTMF): Task operational. 0x10bc78c (tMaint): VP application go operational... 0xf8303c (tDSPM): tDSPM resuming... 0xf76b38 (tVpAppl): Task operational. 0x10bc78c (tMaint): Server go operational... 0xf7498c (tServer): Task operational. Symposium Express Call Center...
  • Page 48 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.

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