Nortel CallPilot 5.0, Quick Start Manual

Page 1: ...Nortel CallPilot Quickstart Guide NN44200 313 ...

Page 2: ...Helmsman IVR MAP Meridian Meridian 1 Meridian Link Meridian Mail Norstar SL 1 SL 100 Succession Supernode Symposium Telesis and Unity are trademarks of Nortel Networks 3COM is a trademark of 3Com Corporation ACCENT is a trademark of Accent Software International Ltd ADOBE is a trademark of Adobe Systems Incorporated AMDEK is a trademark of Amdek Corporation AT T is a trademark of American Telephon...

Page 3: ... and PCANYWHERE are trademarks of Symantec Corporation POWERQUEST is a trademark of PowerQuest Corporation PROMARK and RHOBOT are trademarks of DMI Promark Inc QUICKTIME is a trademark of Apple Computer In 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 Corpor...

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Page 5: ...ling the ELAN interface of the PBX LD 137 15 Checking the status of the ELAN connection to the PBX LD 48 15 CallPilot resource configuration 17 CallPilot resource configuration tasks 17 Configuring a new ELAN ID and VAS ID LD 17 18 Configuring system parameters LD 17 19 Defining CallPilot in the customer data block LD 15 20 Configuring the Route Data Block LD 16 22 Configuring Automatic Call Distr...

Page 6: ...nfiguration tasks 47 Logging on to the CallPilot server 47 Completing the Setup Wizard and installing PEPs 47 Running the Configuration Wizard 49 Configuring new mailboxes and additional tasks 52 Backing up the system 53 CallPilot server testing 55 CallPilot server testing tasks 55 Checking CallPilot connectivity and channels 55 Verifying that you can log on to mailboxes 56 Verifying that you can ...

Page 7: ... manage technical support cases Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site and you have a Nortel support contract you can also get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site to obtain th...

Page 8: ... If you purchase a service contract for your Nortel product from a distributor or authorized reseller you can contact the technical support staff for that distributor or reseller Nortel CallPilot Quickstart Guide NN44200 313 01 02 Standard 5 0 19 May 2008 Copyright 2007 2008 Nortel Networks ...

Page 9: ...ve the following knowledge and skills Understanding of basic programming and provisioning for CallPilot 5 0 Understanding of basic programming and provisioning for the Communication Server 1000 CS 1000 or Meridian 1 M1 system Knowledge of personal safety precautions to take to minimize risk of injury when installing components DANGER Risk of injury by electric shock To minimize risk of injury by e...

Page 10: ...ules from damage Follow these guidelines to prevent damage to equipment modules Handle modules by the faceplate Do not touch pins or electrical connections Do not leave slots open All slots must be filled with modules or be covered with slot covers if empty in order to maintain safety compliance proper cooling and EMI containment in the shelf Ensure that your environment meets the necessary requir...

Page 11: ...ired to complete each task in the work flow Table 1 Time requirements Task Time to completion CS 1000 M1 system status check 15 minutes CallPilot resource configuration 2 hours CallPilot server preinstallation 1 hour CallPilot server installation 1 hour CallPilot server configuration 2 hours CallPilot server testing 1 5 hours Total time to completion 7 hours 45 minutes Nortel CallPilot Quickstart ...

Page 12: ...12 CallPilot 5 0 installation Nortel CallPilot Quickstart Guide NN44200 313 01 02 Standard 5 0 19 May 2008 Copyright 2007 2008 Nortel Networks ...

Page 13: ...the telephony switch and CallPilot contain a customer number to which CallPilot belongs In these procedures ensure that you enter the correct customer number in the overlays CS 1000 M1 system status check tasks The following is a list of tasks you perform to check the status of the CS 1000 or M1 system To link to detailed procedures for each task click the text Checking the current IP address of t...

Page 14: ...onfigured in the CS 1000 or M1 system Note If there is no IP provisioning completed see the CS 1000 System and CallPilot Server Configuration guide NN44200 312 for advanced provisioning When provisioning is complete return to this guide and continue to the next procedure 7 To exit the overlay enter End Checking the currently configured VAS IDs Step Action 1 Connect to the PBX 2 Enter LD 22 3 At th...

Page 15: ...f the ELAN connection to the PBX LD 48 page 15 4 To exit the overlay enter End Enabling the ELAN interface of the PBX LD 137 Perform the following procedure to enable the ELAN interface If it is already enabled skip to the next procedure Step Action 1 Connect to the PBX 2 Enter LD 137 3 Enter CHG ELNK ACTIVE NAME where NAME is the host name for the primary IP address 4 To exit the overlay enter En...

Page 16: ... display a list of current AML links Note Take note of any enabled and active ELANs This will be useful when deciding if a new VAS ID and ELAN ID are required 4 To exit the overlay enter End Nortel CallPilot Quickstart Guide NN44200 313 01 02 Standard 5 0 19 May 2008 Copyright 2007 2008 Nortel Networks ...

Page 17: ...sks you perform to configure CallPilot 5 0 resources on the CS 1000 or M1 system To link to detailed procedures for each task click the text Configuring a new ELAN ID and VAS ID LD 17 page 18 Configuring system parameters LD 17 page 19 Defining CallPilot in the customer data block LD 15 page 20 Configuring the Route Data Block LD 16 page 22 Configuring Automatic Call Distribution LD 23 page 23 Con...

Page 18: ...d in the following table to configure a new ELAN ID For prompts not listed in the following table press Enter to accept the default Table 2 LD 17 Configuring the ELAN ID Prompt Response Notes REQ CHG TYPE ADAN ADAN NEW ELAN xx Where xx is the next available number 16 31 CTYP ELAN DES a a Enter a relevant description for example CallPilot LCTL cr 4 Enter the appropriate values as described in the f...

Page 19: ...nd enter PRT at the REQ prompt then CFN Use the capture text function in hyperterminal to save a text file of the output Step Action 1 Connect to the PBX 2 Enter LD 17 3 Enter the appropriate values as described in the following table For prompts not listed in the following table press Enter to accept the default Table 4 LD 17 Configuring system parameters Prompt Response Notes REQ CHG TYPE PARM N...

Page 20: ... information in the Customer Data Block Use the capture text function in hyperterminal to save a text file of the output Step Action 1 Connect to the PBX 2 Enter LD 15 3 Enter the appropriate values as described in the following table to add Call Park Allowed and Message Center Included For prompts not listed in the following table press Enter to accept the default Table 5 LD 15 Configuring Call P...

Page 21: ...ringing cycles for CFNA Option 1 CFN2 1 4 15 Number of normal ringing cycles for CFNA Option 2 5 Enter the appropriate values as described in the following table to define End to End Signaling Tone For prompts not listed in the following table press Enter to accept the default Table 7 LD 15 Configuring End to End Signaling Tone Prompt Response Notes REQ CHG TYPE ftr CUST xx Customer number for Cal...

Page 22: ...S 1000 or M1 system in LD 16 The default PNI 0 prevents the operations of features such as NRAG NACD and NMS HLOC xxxx Home Location Code defined in LD 90 LSC xxxx Local Steering Code defined in LD 15 7 To exit the overlay enter Tech tip To view a list of installed packages enter LD 22 and enter PRT at the REQ prompt then PKG Use the capture text function in hyperterminal to save a text file of th...

Page 23: ...ompt RDB and then the customer number and press Enter through the remaining prompts Use the capture text function in hyperterminal to save a text file of the output End Configuring Automatic Call Distribution LD 23 Configure only one ACD agent queue to service CallPilot unless you are enabling the Symposium Voice Services Support feature This queue holds all the agents that correspond to DS0 chann...

Page 24: ... 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 This procedure describes how to set up the default ACD DN so that these calls are handled by the attendant For the attendant to process incoming calls to CallPilot when the CDN is in default mode define a dummy ACD DN and set...

Page 25: ...functions such as fax capabilities Perform this procedure to configure the following CDN queues primary CDN for Voice Messaging This becomes the main CDN queue secondary CDN for Multimedia Messaging if you want to provide users with fax capability Step Action 1 Connect to the PBX 2 Enter LD 23 3 Enter the appropriate values as described in the following table For prompts not listed in the followin...

Page 26: ...feature keys ACD SCN NRD MSB TRN and AO3 Tech tip Each channel maps to the MGATE card slot in the CS 1000 or M1 system that the DS30 or DS30X cable is connected to from the CallPilot For example if your MGATE card is in slot 8 and your DS30 or DS30X cable 1 1 is connected your first channel TN may be 4 0 1 0 for a large system or 0 0 8 0 for a small system For the purpose of this document provisio...

Page 27: ... 2 MSB KEY 3 NRD KEY 4 TRN KEY 5 AO3 Tech tip Take note of the TN Key 0 position ID and Key 1 SCN configured here These parameters are required later in the CallPilot server configuration 4 Repeat step 3 for each ACD agent channel required 5 To exit the overlay enter End Provisioning telephones LD 11 In the examples in this procedure an i2004 Model NTDU92 is used To configure other models refer to...

Page 28: ...inal Number where a loop b shelf c card slot d card channel 0 31 For example 66 0 0 10 IP Phones require a VGMC card The TNs you configure for IP Phones are virtual circuits Digital and analog telephones require a digital or analog card DES dddddd Description For example johns CUST xx Customer number for CallPilot For example 0 ZONE xx For example 0 FDN xxxx For example 4300 CLS FNA MWA HTA HUNT x...

Page 29: ...ype Refer to the user guides specific to the telephones 7 Ensure that you have dial tone on both telephones and check that you can dial one phone from the other End Enabling card slots LD 32 If the MGATE card slots are not automatically provisioned perform the following procedure to enable them Step Action 1 Connect to the PBX 2 Enter LD 32 3 To display the status of the MGATE card enter STAT n wh...

Page 30: ...re you save the system all your changes could be lost Tech tip The prompt for LD 43 is just a period Entering the command EDD will complete a data dump to the on board flash Step Action 1 Connect to the PBX 2 Enter LD 43 3 At the prompt enter EDD 4 To exit the overlay enter End Nortel CallPilot Quickstart Guide NN44200 313 01 02 Standard 5 0 19 May 2008 Copyright 2007 2008 Nortel Networks ...

Page 31: ...dle up to 50 000 mailboxes Both servers are rack mounted servers that fit into a standard 19 or 23 rack 600r CallPilot server Front panel Figure 1 600r CallPilot server front panel page 31 shows the front panel on the 600r The front panel LEDs and control switches are highlighted in Figure 2 600r CallPilot server front panel LEDs page 32 and Table 15 600r CallPilot server front panel LEDs page 32 ...

Page 32: ...y fault LED green amber H Not used I Main power LED green J NIC activity LED green K System ID LED white L ID button M NMI button not used Back panel Figure 3 600r CallPilot server back panel page 33 shows the back panel on the 600r The back panel controls and features are described in Table 16 600r CallPilot server back panel controls and features page 33 Nortel CallPilot Quickstart Guide NN44200...

Page 33: ...round studs H ELAN input I Nortel server subnet CLAN input J Video input K COM1 DB 9 serial port L PS 2 keyboard input 1005r CallPilot server Front panel Figure 4 1005r CallPilot server front panel page 34 shows the front panel on the 1005r The front panel LEDs and control switches are described in Table 17 1005r CallPilot server front panel LEDs and controls page 34 Nortel CallPilot Quickstart Gu...

Page 34: ...C Critical alarm LED D Major alarm LED E Minor alarm LED F Power alarm LED G NMI switch not used H ID switch I ID LED J NIC activity LED K Status LED L Hard drive 1 activity and status M Hard drive 0 activity and status N DVD CD CD RW O RJ45 COM1 serial port P USB 2 Q ESD connection Nortel CallPilot Quickstart Guide NN44200 313 01 02 Standard 5 0 19 May 2008 Copyright 2007 2008 Nortel Networks ...

Page 35: ...ntrols and features page 35 Figure 5 1005r CallPilot server back panel Table 18 1005r CallPilot server back panel controls and features Label Description A DB15 Telco alarm connector not used B PCI low profile cards 1 2 3 from bottom to top C MPB 96 cards 1 2 3 from bottom to top D Power supply 1 E Power supply 2 F PS 2 mouse and keyboard input G RJ45 COM2 serial port H Nortel server subnet CLAN i...

Page 36: ...iption Label Description L USB 0 dongle connects here M Server management LAN port N SCSI port does not require terminator Nortel CallPilot Quickstart Guide NN44200 313 01 02 Standard 5 0 19 May 2008 Copyright 2007 2008 Nortel Networks ...

Page 37: ...dheld hex nut drivers needle nosed pliers tweezers tape measure flashlight cable tie wraps various lengths mainly small ones required side cutters utility knife or box cutter RJ45 crimper with various dyes if making phone and Ethernet cables null modem serial cable for troubleshooting purposes cable identification labels equipment log to record system information for example model serial number an...

Page 38: ...s and any routing necessary in your calculations before you install A monitor keyboard and mouse are required to connect to the CallPilot server for local console access These peripherals should be located in the same rack as the CallPilot server or at least within visual distance of the server s status LEDs The area must have proper cooling and airflow Consider installing a shelf with perforated ...

Page 39: ...network The Nortel server subnet is used for the following features Desktop Messaging CallPilot Reporter My CallPilot CallPilot Manager remote access and Application Builder Both the ELAN subnet and the Nortel server subnet use standard network Ethernet Cat 5e cables If cables are made on site ensure that IEEE 802 3 standards are maintained and followed Unpacking the server Perform the following p...

Page 40: ...CD CallPilot Desktop CD CallPilot My CallPilot CD CallPilot Language Prompts CDs 3 CallPilot Documentation CD printed DTR documentation Place the software in a safe secure area near the installation site 5 Inspect the server and peripheral devices Do not discard the CallPilot server box in case a return is necessary 6 Locate the external SCSI terminator included loose within the server shipping ca...

Page 41: ...Rack Mount kits Refer to the those instructions for more details Step Action 1 Attach the inner rail to the chassis on both sides 2 Attach the front tab mounting bracket to the chassis on both sides The bracket is reversible for a flush mount install 3 Using the four outer studs assemble the mounting brackets to the outer rail Insert the four thread covers of the 4 inner studs For a two post insta...

Page 42: ...mote air flow and cooling 2 Place the modem and tape drive on the perforated shelf or on an alternative surface 3 Connect one end of the USB cable into the modem Connect the other end of the USB cable into the rear panel of the server module USB 2 for the 600r CallPilot server or USB 1 for the 1005r CallPilot server 4 Connect the analog phone line to the RJ 11 jack labeled TELCO on the modem 5 Con...

Page 43: ...ized length Step Action 1 Install and connect the ELAN Ethernet cable to the NIC 2 connector labeled on the back of the server from the ELAN hub or Ethernet switch Or use an Ethernet cross over cable to connect directly to the CS 1000 or M1 switch If you use this method no device other than CallPilot can connect to the ELAN subnet Note Connect the CS 1000 or M1 switch ELAN to the same subnet as th...

Page 44: ...sions are identified as follows The NTRH40CA MPB96 board has three RJ 45 connectors on its faceplate If you have an NTRH40CA proceed to step 5 The NTRH40AA MPB96 board has a single DB 44 connector on its faceplate The MPB96 connects to the MGate using a DS30X cable If you have an NTRH40AA proceed to step 6 5 Install and connect the DS30 cables from the switch MGATE card to the CallPilot MPB96 Ther...

Page 45: ...phony switch side Protect the end connector of the cable End Performing preboot checks Perform the following preboot checks on the CallPilot server to ensure a smooth system boot Step Action 1 Check that a single point ground SPG is followed for every device requiring power in the CallPilot system Check that power cords and UPS devices are plugged into SPGs 2 Check that all connectors and cables a...

Page 46: ...the 1005r server push the power switch on the front panel to power on the server For the 600r server if the server does not start automatically when you plug in the power cords push the power switch on the front panel to power on the server 5 Check that the status LEDs on the power supply are blinking green 6 Wait while the server configures Windows 2003 After the server automatically restarts sev...

Page 47: ...the system page 53 Logging on to the CallPilot server Perform the following procedure to log on to the CallPilot server Step Action 1 From the local console for the user name enter administrator 2 From the local console for the password enter Bvw250 End Completing the Setup Wizard and installing PEPs Perform the following procedure to install Service Updates SU and PEPs on the CallPilot server Ste...

Page 48: ...and click Next 8 A confirmation message appears Click Yes to continue 9 If you are prompted to restart the server do so 10 Repeat steps 3 to 9 for each PEP or SU to be installed Note If the system reboots log back in to the system If the Setup Wizard does not start automatically select Start Programs CallPilot Setup Wizard 11 In the Setup Wizard Welcome screen click Next 12 In the Service Update S...

Page 49: ...ilbox number 000000 Password 124578 Server localhost Location leave this field blank 3 Click Login 4 When prompted change the default administrator password for mailbox 000000 as follows a Type the current password 124578 b Type a new password c Type the new password again 5 On the Welcome to CallPilot Manager page click Configuration Wizard 6 On the Configuration Wizard Welcome page click Next 7 ...

Page 50: ...stem uses c In the Switch IP Address box type the IP address of the PBX Tech tip Every channel represents an agent resource that the CallPilot system can use The channels require provisioning on the telephony switch side first Two test channels should have already been provisioned Add the two test channels as follows d From the list of channels click the Channel Name STI01 001 001 or STI1 001 002 ...

Page 51: ...ea Network Interface page do the following a For Equipment LAN network interface card select ELAN b For IP address type the IP address assigned to the ELAN NIC c For Subnet Mask type the network subnet mask assigned to the ELAN NIC d For Customer LAN network interface card select CLAN e For IP address type the IP address assigned to the CLAN NIC f For Subnet Mask type the subnet mask assigned to t...

Page 52: ...Template Name list select Regular User Template b In the First Name box type John c In the Last Name box type Smith d In the Mailbox Number Extension DN box type the test DN provisioned in the procedure Provisioning telephones LD 11 page 27 e Leave the Location Name as is f Click Add g In the User Add Result page click Add Another User h Repeat steps a through f to create a second mailbox for the ...

Page 53: ... backing up to a network device refer to the Software Administration and Maintenance NTP NN44200 600 or the CallPilot Manager online Help Step Action 1 If the tape drive is not already turned on turn it on and then ensure that an SLR 75 tape is inserted 2 In the CallPilot Manager toolbar select System Backup Restore 3 In the Backup Restore page do the following a From the Select a task list select...

Page 54: ...irm Schedule page review the backup information and then click Finish 7 In the Backup Restore page select the backup profile you just created and click Backup Now 8 In the message that prompts you to start the backup immediately click OK 9 When the backup is complete check the summary log to ensure that no errors occurred End Nortel CallPilot Quickstart Guide NN44200 313 01 02 Standard 5 0 19 May ...

Page 55: ...s functioning correctly page 57 Testing pcAnywhere using a remote PC page 58 Checking CallPilot connectivity and channels Perform the following procedure to check CallPilot connectivity and channels Step Action 1 To check the ELAN connectivity do the following a From the CallPilot server console select Start Run b Type cmd and then click OK The command prompt appears c Type ping IP address of your...

Page 56: ...r subnet Check your provisioning and ensure that they are on the same subnet 3 Check that channels are in a state ready to accept calls a In the CallPilot Manager toolbar select Maintenance Channel Monitor b In the Channel Monitor page check that both provisioned channels are shown in dark blue indicating that they are in an idle state waiting for a call End Verifying that you can log on to mailbo...

Page 57: ...n a test telephone dial the DN of that telephone You are automatically forwarded to CallPilot voice messaging 2 After the tone leave a test message End Verifying that you can retrieve a message Perform the following procedure to check that you can retrieve a message Step Action 1 On a test telephone dial the CallPilot voice messaging CDN 2 Log on to the mailbox where the message was left in the pr...

Page 58: ... blue to dark blue indicating they are in idle mode waiting for a call End Testing pcAnywhere using a remote PC Perform the following procedure to test pcAnywhere using a remote PC This procedure requires a PC with modem a connected telephone line and the pcAnywhere client installed pcAnywhere is preinstalled with one license on the CallPilot server but requires a separate client license and softw...

Page 59: ...tallation and Administration NN44200 305 600r Server Hardware Installation NN44200 307 600r Server Maintenance and Diagnostics NN44200 703 1005r Server Hardware Installation NN44200 306 1005r Server Maintenance and Diagnostics NN44200 704 Reporter Guide NN44200 603 Application Builder Guide NN44200 102 The following is a complete list of CallPilot 5 0 NTPs Nortel CallPilot Quickstart Guide NN44200...

Page 60: ...60 CallPilot server testing Nortel CallPilot Quickstart Guide NN44200 313 01 02 Standard 5 0 19 May 2008 Copyright 2007 2008 Nortel Networks ...

Page 61: ...rver image and exit to DOS recommended and then press Enter A message appears asking if you are upgrading to CallPilot 5 0 from a previous release 4 Type N A message appears asking if you want to continue and overwrite all of the data on the system 5 Type Y The imaging program automatically installs a fresh image of the operating system CallPilot software and additional third party software on the...

Page 62: ...ing the Windows 2003 configuration the server restarts several times After the last restart sequence the Windows login dialog appears 8 Return to CallPilot server configuration page 47 End Nortel CallPilot Quickstart Guide NN44200 313 01 02 Standard 5 0 19 May 2008 Copyright 2007 2008 Nortel Networks ...

Page 63: ...op must exist before you begin to configure phantom DNs Use this procedure to identify a phantom loop 1 Connect to the PBX 2 Enter LD 97 3 At the REQ prompt enter PRT 4 At the TYPE prompt enter SUPL 5 Use the capture text function in hyperterminal to save a text file of the output 6 Review the output for a superloop tagged PHANTOM If a phantom loop does not exist perform the procedure below to cre...

Page 64: ...Step Action 1 Connect to the PBX 2 Enter LD 10 3 Enter the appropriate values as described in the following table to modify the system parameters For prompts not listed in the following table press Enter to accept the default Table 19 LD 10 Creating a phantom DN Prompt Response Notes REQ NEW TYPE 500 TN aaa bbb ccc ddd Terminal number where aaa loop bbb shelf ccc card and ddd unit CDEN xx Card den...

Page 65: ...ponse and press Enter the ftr prompt appears again To continue press Enter again nn maximum number of digits in the DCFW DN xxxx the CDN to which this DN forwards For example DCFW 04 4300 End Nortel CallPilot Quickstart Guide NN44200 313 01 02 Standard 5 0 19 May 2008 Copyright 2007 2008 Nortel Networks ...

Page 66: ...nfigurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty 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 Netwo...