Mitel Communications Director for 3300 ICP

Transcription

1 MITEL Mitel Communications Director for 3300 ICP Basic Installation and Maintenance Training Course Student Manual Volume 2 Issue 4.1_2

2 NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Corporation (MITEL). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes Inter-Tel is a registered trademark of Inter-Tel (Delaware), Incorporated. Mitel is a registered trademark of Mitel Networks Corporation. All other trademarks mentioned in this document are the property of their respective owners, including Mitel Networks Corporation and Inter-Tel (Delaware), Incorporated. All rights reserved Mitel Networks Corporation Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse any copy righted component of this work in other works must be obtained from Mitel Networks Corporation.

3 Table of Contents Volume 1 1. How to Use This Student Manual 2. Additional Resources for This Course 3. Installing the Hardware 4. Establishing Communications with the Controller 5. Configuring the Hardware 6. Assigning Access Privileges 7. Healthy System Checklist 8. Upgrading or Reloading Software 9. Programming and Registering the Sets 10. Controlling Phone Features With Classes of Service 11. Programming the Lines and Features of the Sets 12. Telephone Directory 13. Attendant Consoles Volume Move/Add/Change Users 15. Troubleshooting the System and the Sets i

4 16. Hunt/Pickup/Ring Groups 17. Analog Trunks 18. SMDR, Printers, and System Ports 19. Automatic Route Selection (ARS) 20. Digital Trunks 21. Call Rerouting 22. Hot Desking 23. Voice Mail 24. Music On Hold and Paging Appendices A. Interconnect Restrictions B. Tenanting C. Intercept Handling D. Traffic Reporting E. Account Codes F. Speed Calls G. Scheduler H. Configuration Wizard ii MCD for 3300 ICP Basic I&M TOC_rev4.doc

5 Move/Add/Change Users 14 Objectives When you finish this module, you will: Understand how to import and manage user data. Use the User and Device Configuration form to add, copy, change, or delete user and device data. Use the User and Device Attributes form to control any telephone s attributes. Learn how to use the Move maintenance command to change directory information.

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7 Move/Add/Change Users Importing and Managing User Data The User and Device Configuration form displays a list of the users and devices, including Hot Desk users and Hot Desk ACD Agents that are currently programmed in the system. The User and Device Configuration form does not display entries for consoles, Hunt Groups, remote directory numbers, and telephone directory-only entries. Use this form to: Search for a user based on specific criteria. For example, search for entries with a specific Directory Number or name. Quickly add, copy, change, or delete user and device data using a single form. Import user configuration information into the database. Using the import functionality, you can quickly import large amounts of user configuration data. The User and Device Configuration form is data from a number of other system forms, but it does not replace those forms. For example, to create user authorization profiles, you can choose to use either the User Authorization Profiles form or the User and Device Configuration form. The advantage of using the User and Device Configuration form to manage user data is that you can modify a wide range of user data, such as Telephone Directory, Department, or Personal Speed Call assignments, without having to navigate through a large number of forms. It is possible to add an unlicensed device by designating its Service Type as IP Device Only on the User and Device Configuration form. Unlicensed devices can be used for basic functions, such as emergency and attendant calls, and for hot desking login. You can obtain the directory numbers of unlicensed devices and pending Hot Desk ACD agents by running the Locate IP License command. 14-3

8 Selecting the Add or Change buttons will cause the form to display the following tabs: Profile personal information, telephone directory, and service profile Device Details PKM selection, MAC address, and PLID information Service Details COS, Class of Restriction (COR), personal speed call allocations, and SIP device programming Voice Mail enable and program voice mailbox information, message notification type, message management, and forwarding to Access and Authorization user PN, wireless PIN, and authorize Desktop Tool access Phone Applications set application programming Keys device key programming 14-4 Move_Add_Change Users_rev6.doc

9 Move/Add/Change Users 14-5

10 Keys tab appears after Profile programming and selecting Apply Move_Add_Change Users_rev6.doc

11 Move/Add/Change Users Importing User and Device Configuration There is a tool that allows you to import a large number of new users and devices by importing configuration data from a Comma Separated Value (CSV) formatted file. The 3300 Import Spreadsheet tool can only be used to add new users to the database. The.csv format for importing files is different than the.csv format used to export files. When importing, use the.csv format described in the 3300 Import Spreadsheet form. You need Microsoft Excel 97 or higher installed on your programming PC to download and read the 3300 Import Spreadsheet form and import data into the system database. You need a Zip archive application like WinZip installed on your programming PC in order to open the 3300 Import Spreadsheet form after downloading it. Note If you have a multi-system site, you must complete a separate Import Spreadsheet for each system. Do not create one spreadsheet containing all new configuration data for the entire multi-system site. Download the 3300 Import Spreadsheet from the 3300 ICP by selecting the User and Device Configuration form and then selecting the Import button. Importing was discussed in the COS module, and was used to import the recommended feature codes that are used in this class. 14-7

12 Lab 1 - Change a Phone s Location In this lab, you will be using the: Users and Devices > User and Device Configuration form. Users and Devices > Telephone Directory Management > Telephone Directory form. Note This lab changes only the location of the extension as listed in the telephone directory. The name and COS remain the same. Step Task Expected Result 1 Navigate to the Users and Devices > User and Device Configuration form. 2 Select any lab extension and make note of its current extension number, COS, and COR. The User and Device Configuration form is displayed. The extension is selected. 3 Select Change. The User Profile tab is displayed Move_Add_Change Users_rev6.doc

13 Move/Add/Change Users Step Task Expected Result 4 In the Profile tab, change the Location field to something else. A new Location is entered. 5 Select Save. The data is saved, but no change is indicated in the User and Device Configuration form

14 Step Task Expected Result 6 Navigate to the Users and Devices > Telephone Directory Management > Telephone Directory form. The Telephone Directory form is displayed. 7 Verify that the change was made, The new Location is displayed for the extension Move_Add_Change Users_rev6.doc

15 Move/Add/Change Users Lab 2 - Add a New User to the Database In this lab, you will be using the: Users and Devices > User and Device Configuration form. Users and Devices > Telephone Directory Management > Telephone Directory form. System Properties > System Administration > User Authorization Profiles form. Users and Devices > Advanced Configuration > Station Attributes form. Users and Devices > Advanced Configuration > IP Telephones > Multiline IP Sets form. Step Task Expected Result 1 Navigate to the Users and Devices > User and Device Configuration form. 2 Select User and Device from the Add drop-down menu. You will be programming only, no hardware is required. 3 In the Profile tab, make up and enter: Last Name First Name Department Location Extension Number Device Type In the Device Details tab, make up and enter: PKM selection MAC Address PLID (if applicable) In the Service Details tab, make up and enter: COS COR Number of personal Speed Calls allowed. In the Access and Authentication tab: Enter and confirm a user PIN. If Desktop Admin is checked, enter a Password If Desktop Admin is checked, Confirm the Password The User and Devices Configuration form is displayed. The Profile tab is displayed. The data is entered. Some options are unavailable because they are read-only or other programming is required. 4 Select Save. The data is saved and displayed in the User and Device Configuration form

16 Step Task Expected Result 5 Navigate to the following forms and verify the new user has been added. Telephone Directory form. User Authorization Profiles form. Station Attributes form. Multiline IP Sets form, if it was a multiline set that was added. If not, go to the appropriate form. The appropriate forms are displayed Move_Add_Change Users_rev6.doc

17 Move/Add/Change Users Lab 3 Importing Multiple Users Into the Database In this lab, you will be using the Users and Devices > User and Device Configuration form. Step Task Expected Result 1 Locate and open the Import Spreadsheet that was used in the COS module. The Import Spreadsheet is located and opened. 2 Select the User and Device Configuration tab. The User and Device Configuration spreadsheet is displayed. 3 Enter some users and their user-related options. New users and their options are entered into the User and Device Configuration spreadsheet. 4 Select the Check Data Format button and change any formatting errors. 5 When the formatting is correct, select the Save for Import button. The formatting is checked and either the errors are outlined in red or, if nothing happens, the formatting is correct. Although it seems like nothing happened, look for a file similar to User and Device Configuration csv in the same folder as the Import Spreadsheet. Part 1 of User and Device Configuration Import Spreadsheet Part 2 of User and Device Configuration Import Spreadsheet

18 Step Task Expected Result 6 Navigate to the Users and Devices > User and Device Configuration form. The User and Device Configuration form is displayed. 7 Select Import. The Import User and Device Configuration window opens. 8 In the Import User and Device Configuration window, browse to and select the.csv file that was just created. The.csv file is displayed in the Import User and Device Configuration window. 9 Select Next. The data is uploaded to the system and a confirmation window opens Move_Add_Change Users_rev6.doc

19 Move/Add/Change Users Step Task Expected Result 10 In the confirmation window, review the data to be imported and select Import. The data is imported into the User and Device Configuration form. 10 Step Task Expected Result 11 Select Finish. The data is displayed in the User and Device Configuration form

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21 Move/Add/Change Users Changing a Phone s Attributes Like the User and Device Configuration form, the User and Device Attributes form collects a single phone s attributes from many different database forms and presents them in a single form. The User and Device Attributes form provides the system manager with a facility to make changes to an operational database for multiline and industry-standard telephones. Use this form to change a telephone's attributes. Fields shown as fixed text are read-only, but fields in text boxes are programmable

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23 Move/Add/Change Users The Move Maintenance Commands Another way to quickly change Telephone Directory information for a specific device is to use the Move maintenance commands. Note The commands only apply to ONS and DNIC sets connected to a peripheral cabinet, and to ONS sets on an ASU or Universal ASU. They do not apply to IP devices. Move Add This command attaches a new user name to an existing extension number and adds the result to the telephone directory. The name must be enclosed in double quotation marks. One comma separating first and last names is permitted. For example, MOV ADD Donne, John TO 4001 Move Delete and Move Renumber These commands act on the information in the telephone directory similar to the Move Add command. For example, MOV DEL Donne,John FROM 4001 MOV REN 3000 TO 3001 Move User With the Move User command, attributes of one telephone are moved to another. The attributes of the first telephone do not change, with the exception of the name, department, and location, which are deleted. The following are transferred from the first to the second telephone: Name, department, and location COS information Class of Restriction (COR) information. COR is discussed later. Personal speed call information Interconnect type Default account code

24 Move Swap The following attributes are swapped with the Move Swap command: Name, department, and location Directory number Interconnect number Default account code COS information COR information Personal Speed Call information Hunt group pilot number Button Speed Calls Call Forward settings Do Not Disturb Auto Answer. Note The MOVE SWAP command does not move Message Waiting indications. Before using the command, you should delete any messages from the set. Always use the LOC FEAT EXT to determine which features are active on the set before using the Move command. You cannot use the MOVE SWAP command on: ONS devices programmed as Night Bells SUPERCONSOLE 1000 SUPERSET telephones programmed as ACD agents ONS/OPS devices assigned as Recorded Announcement Devices (RADS) Telephones programmed as Hotel Extensions. You cannot use the MOVE SWAP command unless the device types are the same on both ports. For example, a multiline set telephone can only be swapped with another multiline set Move_Add_Change Users_rev6.doc

25 Move/Add/Change Users Questions 1. Which of these can be changed in the User and Device Attributes form? a. Directory number b. Directory name c. Key Assignment d. Device Type e. Hunt group membership f. Department name g. Page group membership h. None of the above 2. You can change an attendant console attributes in the User and Device Configuration form. a. True b. False 3. Which command could you use to delete one of 5 non-prime names from an extension? 14-21

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27 Troubleshooting the System and the Sets 15 Objectives When you finish this module, you will: Identify alarms. Use location IDs. Use maintenance commands to troubleshoot problems. Display maintenance logs. Change alarm thresholds. Use login/logout logs. Understand how to use the debug diagnostic button. Troubleshoot peripheral devices. Use system commands and IP commands. Isolate system or LAN faults affecting analog or IP set devices.

28 Reference Technician s Handbook > Maintenance Troubleshooting Guide on Student CD or MOL Troubleshooting the System and the Sets_rev6.doc

29 Troubleshooting the System and the Sets System Alarms The system monitors its own performance by comparing the actual status of a device to the preprogrammed alarm threshold levels. When a threshold level is exceeded, the system raises an alarm which you can see on the: Attendant Consoles Controller Unit. You can also query the system for alarm status. Your ability to recognize an alarm condition, determine its severity, and correct its cause are all skills necessary to ensure the system is operating properly. Note It is important to always check the Alarm Details form and to view alarms by using the Maintenance Commands. Not all alarms will appear in both locations. Minor, Major, and Critical alarm indicators are displayed in these areas. Use the Alarm Details and maintenance commands to query system alarms. 15-3

30 Alarm Status Levels There are four classes of alarms: CRITICAL, MAJOR, MINOR and NONE. Some of the alarm threshold levels are programmable. The following describes the various alarm classes. Critical LED Red when there is a total loss of service, which demands immediate attention. A critical alarm invokes system-fail transfer. This LED is on when there is a critical alarm, during power up, during a reset, or during initialization. Major LED Orange when there is a fault which affects service to many users. This may result in a major degradation in service and needs attention to minimize customer complaints. This LED is on when there is a major alarm, during power up, or during a reset. Minor LED Yellow when there is any fault which does not fall in either of the above two classes. Whenever the system is not 100% operational, a minor alarm is raised. This may require the attention of a crafts person but is not urgent. Examples of a minor alarm include the loss of a single line or trunk circuit or the loss of one circuit switch link. This LED is on when there is a minor alarm, during power up, or during a reset. Off There is no active alarm. Notification If the system detects an alarm, it can send an message containing details about the alarm to as many as ten different addresses. The alarms can be filtered by level so that s are sent for any or all alarms, such as for Major and Critical alarms or on Critical alarms only. The subject line contains the system name if it exists, the system IP address and the system alarm status. For example: System Name: ipbx182 System IP: System Alarm Status: Critical The alarm details are in the body of the and consist of: Category name Total alarms in the system Unavailable percentage Alarm level Threshold information Note The system always displays the sending time zone of GMT-5, so some servers may display an incorrect arrival time Troubleshooting the System and the Sets_rev6.doc

31 Troubleshooting the System and the Sets To configure alarm notification by Enable Remote Management in the License and Options Selection form. Enter the server IP address and the sender's address in the System Options form. Enter the system name you want to appear in the subject line of the notification in the Network Elements form. In the Alarm Notification form, set the Alarm Feature Enabled to yes, enter addresses of the recipients, and specify the system alarm levels that will trigger the system to send an . s are triggered by alarm level changes at the system level, not at the category level. For example, suppose the System Alarm Status in the Alarm Notification form is set to major, but the alarm status is at critical. If a category alarm at the major level occurs, no will be sent, since the overall system alarm level is at critical. To ensure an is sent for all alarm events, enable all the System Alarm Status levels <Clear, Minor, Major and Critical>. If the sender's address is omitted, the messages will display systemname@domain as the sender in the header, where systemname is the name from the Network Elements form and domain is the host name from the System IP Properties form. If the address and system name are both omitted, the sender displays as ipaddress@domain, where ipaddress is the IP Address from the System IP Properties form. If the domain name is blank, no is sent and an error log is posted. 15-5

32 Maintenance Commands In most cases the system identifies the cause of the alarm and keeps a record of it. Here are some simple maintenance commands that you can use to troubleshoot problems if your system raises an alarm. Use them systematically in the order that they are listed. However, these commands do not display the status of all system devices, such as an E2T failure. BUSY (BU) <PLID> SHOW STATUS ALARMS (SHO ST AL) SHOW FAULTS (SHO FA) <alarm category> STATE (ST) <PLID> RTS <PLID> Busies the designated PLID. Shows alarm categories with raised alarms. Lists the faults and PLIDs causing the alarms in the specific alarm categories. Gives the state of the circuits at the specified PLID. Return To Service command returns the designated PLID to normal service. The Maintenance Command dialog provides Auto-fill, History and Favorites functions. Auto-Complete Function Use the Enable AutoComplete checkbox, and as you type, the system presents possible variations of the command and valid qualifiers in a drop-down list. History Function Favorites Function Use the History button to display a list of most recently entered commands. Use the Favorites button to create a list of frequently used commands Troubleshooting the System and the Sets_rev6.doc

33 Troubleshooting the System and the Sets Lab 1- Using Standard Troubleshooting Procedures In this lab, you will be using the: Maintenance and Diagnostics > Maintenance Commands form. Users and Devices > Advanced Configuration > Analog Telephones > Analog Sets form. Step Task Expected Result/Observations 1 Navigate to the Users and Devices > Advanced Configuration > Analog Telephones > Analog Sets form. 2 What is your Analog phone s PLID? 3 Navigate to the Maintenance and Diagnostics > Maintenance Commands form. 4 Type BUSY X X X X, where X X X X is the Analog phone s PLID. There must be spaces between the Xs. 5 Select Submit. 6 Does your analog phone have dial tone? The Analog Sets form is displayed. The Command/Response form is displayed. The command is entered. The Response field is shown in the figure below. A minor alarm is indicated in the ESM window and in the LED on the front of the system

34 Step Task Expected Result/Observations 7 Type SHOW STATUS ALARMS in the command field. The command is entered. 8 Select Submit. The Response field is shown in the figure below. 9 Which Category is causing the alarm? 7 8 Step Task Expected Result/Observations 10 Type SHOW FAULTS <Category> in the command field. The command is entered. 11 Select Submit. The Response field is shown in the figure below. 12 What is the location of the faulty card? Troubleshooting the System and the Sets_rev6.doc

35 Troubleshooting the System and the Sets Step Task Expected Result/Observations 13 Type STATE <PLID> in the command field. The command is entered. 14 Select Submit. The Response field is shown in the figure below. 15 What is the state of the ONS circuit? Step Task Expected Result 16 Type RTS <PLID> in the command field. The command is entered. 17 Select Submit. A confirmation window opens. 18 In the confirmation window, select OK. The Response field is shown in the figure below. All alarm indicators are cleared

36 Step Task Expected Result/Observations 19 If your lab system is using a CIM port, disconnect the cable. 20 Type SHOW STATUS ALARMS in the command field. The cable is disconnected. The command is entered. 21 Select Submit. The Response field displays the results. 22 What alarm level and category do you get? 23 Type SHOW FAULTS <Category> in the command field. The command is entered. 24 Select Submit. The Response field displays the results. 25 What is the location of the faulty unit? 26 Type STATE <PLID> in the command field. The command is entered. 27 Select Submit. The Response field displays the results. 28 What is the state of the device? 29 Reconnect the cable. The cable is connected and communication is reestablished. 30 How long does it take for the alarm to clear? Troubleshooting the System and the Sets_rev6.doc

37 Troubleshooting the System and the Sets Lab 2 Changing Alarm Thresholds In this lab, you will be using the Maintenance and Diagnostics > Maintenance Commands form. Caution Changing thresholds should only be performed when advised by Mitel Technical Support. Masking alarms should not be performed unless instructed to do so. Step Task Expected Result 1 To view the default alarm threshold settings for the Lines category, type SHOW STATUS LINES and select Submit. The alarm thresholds are displayed. 1 Step Task Expected Result 2 To change the threshold settings for the Lines category, type SET THRESHOLDS LINES <MINOR> <MAJOR> <CRITICAL> The Response field is shown in the figure below

38 Step Task Expected Result 3 Type SHOW STATUS LINES and select Submit. The new alarm thresholds are displayed. 3 Note To mask an alarm, change all threshold percentages to Nil Troubleshooting the System and the Sets_rev6.doc

39 Troubleshooting the System and the Sets Maintenance Logs Maintenance Logs are used to record all maintenance-related information, including anything that affects the functioning or capacity of the system. Examples of typical Maintenance Log entries are those reporting the busying of circuits or those listing circuits that failed diagnostic tests. Software Logs are used to record unusual activities within the system. Each log has a date and time stamp to indicate the time at which the recorded event occurred. Use the LOGSYS READ maintenance command to filter and display maintenance logs entries, or the LOGS browser page

40 Details of occurrence. Search logs by date of occurrence Troubleshooting the System and the Sets_rev6.doc

41 Troubleshooting the System and the Sets Lab 3 Using Maintenance Logs In this lab, you will be using the: Maintenance and Diagnostics > Logs > Maintenance > All Maintenance Logs form. Maintenance and Diagnostics > Maintenance Commands form. Step Task Expected Result/Observation 1 Navigate to the Maintenance and Diagnostics > Logs > Maintenance > All Maintenance Logs form. 2 What is the date and time in the three most recent log entries? 3 Use the log s search function to find the logs for yesterday s activities. 4 Navigate to the Maintenance and Diagnostics > Maintenance Commands form. 5 Type LOGSYS READ MAINT ALL MATCH DBMS in the command field and select Submit. The All Maintenance Logs form is displayed. The Command/Response form is displayed. The DBMS Check log is displayed 15-15

42 Additional Types of Logs In addition to the maintenance logs, the 3300 ICP provides: Station Message Detail Recording (SMDR) logs that contain information about call times, duration, digits dialed, etc. Software logs that contain information about software events, mostly used by Mitel support personnel. Hotel logs that identify events relevant to the hotel environment. ACD logs that identify events related to ACD. These are not maintenance logs, and output is not viewable via the maintenance screen. Login/Logout audit logs that identify who has accessed the system. Caller Emergency Service Identification (CESID) logs that enable you to monitor and troubleshoot IP device moves and automatic CESID updates. Login/Logout Audit Logs Login/logout audit logs identify who has accessed the system. If there is an unexplained programming change or an unexpected system activity, such as an unscheduled database backup, another administrator could be responsible. Check the login/logout logs to identify the: Current number of administrators that are accessing system tools. Date and time of each login and logout. Duration of each session. User name of the account that performed the login or logout. IP address of the computer from which the session was initiated. Applications that were used to access the system. Successful logins and failed login attempts Reason for login failures. To view the login/logout logs, navigate to Maintenance and Diagnostics > Logs > Login/Logout Audit Logs. Use the Session ID number and the Login Type field to identify the login/logout events for a particular user. Use the Audit Log ID to uniquely identify each log. Separate logs are generated for each login/logout event. The logs are ordered from newest to oldest. The audit log is not saved during a database backup. The logs, starting with the oldest, are overwritten when the maximum file size of 2000 records is reached. Login/logout logs are also displayed in the All Logs view as Maintenance Log Type and Login/Logout Security Audit Source. Successful logins and logouts are recorded as Info maintenance logs. Failed login attempts due to incorrect passwords are recorded as Warning maintenance logs Troubleshooting the System and the Sets_rev6.doc

43 Troubleshooting the System and the Sets Details of occurrence 15-17

44 Lab 4 Using Login/Logout Audit Logs In this lab, you will be using the Maintenance and Diagnostics > Logs > Login/Logout Audit Logs form. Step Task Expected Result/Observation 1 Log out of ESM and then log back in. A logout/login record is created in the Login/Logout Audit Log. 2 Navigate to the Maintenance and Diagnostics > Logs > Login/Logout Audit Logs form. 3 View the logout and login records. The Login/Logout Audit Logs form is displayed Troubleshooting the System and the Sets_rev6.doc

45 Troubleshooting the System and the Sets System Diagnostics If the system fails, diagnostic information about the failure is written to a series of files. After you reboot the system, you can export this information to a compressed.tar file. The information includes xrtc, pstswlog.db, hdrwswlog.db logs, call control statistics, and other information that can be used to diagnose system problems. The form allows you to send the information to Mitel for analysis to determine problems and investigate system performance. Caution Use this only under the direction of Mitel Product Support. Collect the information after a system lockout or unscheduled system reset. Diagnostics information is kept through system reboots. Use the following form to collect and send system diagnostics information. The files are collected as a.tar file then compressed in gzip format. The filename is SD_<system name or ID>_<ISO date and time>.tar.gz. The system diagnostics file can be downloaded to your computer or sent via FTP or . You can program automatic of the diagnostics files if needed, up to 10 times

46 While the System Administration Tool is compiling and sending the information, no other users can access any of the web-based tools. To avoid blocking other users, it is recommended that you gather system diagnostic information outside of business hours. These tools include the: Desktop Tool Group Administration Tool System Administration Tool PC Companion Tool The IP Appliance keys, such as Online Services, Personal Directory, Call Logs, and Visual Voice Mail, will also be unavailable. Depending on the amount and type of data being exported, there could be a delay of a few minutes while data is being retrieved from the system database and sent. Before ing the file, make sure your server and source address are programmed in the System Options form. The file is sent as an attachment to an empty . The subject line reads System Diagnostics info from <system name>. You can program the system to the diagnostics information file once or automatically at a regular interval, from one to seven days, up to a maximum of ten times. The file will be sent every day at midnight for the specified number of times Troubleshooting the System and the Sets_rev6.doc

47 Troubleshooting the System and the Sets Debug Diagnostic Button If a system locks up in the field, the logging system is probably not going to work. Being able to run diagnostic tests is very beneficial in determining what has happened. You can use the Remote On/Off button to force a diagnostic test that is followed with a controlled system restart. When the button is pressed, it will continue to toggle the Remote Alarms relay to an On or Off condition. If you press and hold the Remote On/Off button for 3 seconds, a special set of diagnostics will run and be followed by a restart. All of the alarm lights on the switch will light to indicate that the procedure has been invoked. This feature is available on the: MXe controller AX controller Once the system is restarted, you can use System Diagnostics to send system diagnostic information for analysis to determine problems and investigate system performance

48 Troubleshooting Peripheral Devices The system supports analog ONS devices, proprietary DNI sets, IP proprietary phones, consoles, and other devices. You can use the following tools to isolate and correct a fault: Troubleshooting Guide Telephony tools, such as a test set, toners, etc. System maintenance tools: Alarm indicators ASU & NSU front panel LEDs Maintenance logs Maintenance commands IP set diagnostics PC connected to the network To issue network commands, such as Ping, Arp, etc. To run traffic diagnostics tools, such as Wireshark The IP device/set itself, to ping other network devices. Fault Locations All set problems fall into one of three categories: External Faults isolated to system or network wiring, or to faulty peripheral equipment For IP devices, Network Faults isolated to LAN/WAN issues such as network traffic, network routing, and DHCP handling Internal Faults isolated to the system hardware components and ESM programming Troubleshooting the System and the Sets_rev6.doc

49 Troubleshooting the System and the Sets Peripheral Devices Peripheral devices include: IP Phones, IP Consoles, and IP Conference Units. Analog ONS phones and other devices, such as Faxes and Modems. Proprietary DNI sets. Identifying System and Network Device Faults Using the maintenance commands, you can isolate most system and peripheral faults, whether they are for analog or IP set devices. On a PC, using network DOS commands, such as ping or arp, and network diagnostics tools, you can isolate system or LAN faults affecting IP set devices. An additional tool is the Remote Ping capacity of the IP Telephones maintenance page. Use this tool to direct an IP set to ping an alternate IP device. Using troubleshooting tools available on the IP sets, you can isolate LAN faults affecting the IP devices

50 Using Ping in ESM To use the PING test within ESM, navigate to the Maintenance and Diagnostics > IP Telephone Inventory > All IP Telephones form. When a target device is identified and the PING activity is issued, the reply is shown in the following figure. Pinging extension 1003 from Troubleshooting the System and the Sets_rev6.doc

51 Troubleshooting the System and the Sets When troubleshooting peripherals, consider these simple questions: What type of alarms and indicators does your system display? What do they mean? What other observations could lead you to the possible fault? Are other similar devices faulted in the same way? Does rebooting the set have any affect? Does the set operate when connected elsewhere in the network? 15-25

52 Lab 5 IP Set Troubleshooting Step Task Expected Result/Observation 1 Power down and then power up an IP phone that has an LCD display. 2 Watch the LCD display of the IP set to identify the sequence of events that occur when the IP set boots. 3 To access your phone s debug menu, perform the following: Press and hold Volume Up Press and hold Volume Down Release Volume Up With Volume Down still pressed, dial 234 (CFG) on the keypad of newer phones or (DEBUG) on older phones. Release Volume Down 4 Enter into the Network Parameters option and record: MAC Address Set IP Address Default Gateway Subnet Mask Current Controller IP TFTP Server VLAN ID VLAN Priority DNS Server DHCP Server (another menu) The phone enters Debug mode, and displays Network Parameters? * = Yes # = No The settings are: MAC Address= Set IP Address= Default Gateway= Subnet Mask= Current Controller IP= TFTP Server= VLAN ID= VLAN Priority= DNS Server= DHCP Server= Troubleshooting the System and the Sets_rev6.doc

53 Troubleshooting the System and the Sets Step Task Expected Result/Observation 5 Put a set into debug mode by going to Tools and Features > Ping Test 6 Using the keypad, enter the 12 target IP numbers. PING IP ADDRESS: XXX.XXX.XXX.XXX is displayed on the phone. The IP numbers are entered. 7 Press the Volume Up or Volume Down key. The set pings the IP address five times and displays successful and unsuccessful ping counts. Note If the set displays SET LOCKED OUT or if you are experiencing difficulty registering the set with the 3300 ICP, access the Debug Option > Tools and Features and select ERASE PIN?. You will be prompted to confirm and save changes then to reboot the IP set. Possible reasons for set lock out: The set remembers a PIN from a previous use The registration code and DN have been entered, but the DN is assigned to a different set type

54 Lab 6 Recognizing IP Peripheral Faults In this lab, you will be using the LAN/WAN Configuration > DHCP > DHCP Options form. Maintenance and Diagnostics > Maintenance Commands form. Step Task Expected Result/Observation 1 In the DHCP Options form, select DHCP Option 125: sw_tftp and change the value to any other IP address. 2 Use the LOAD IPDEVICE to reboot all of your IP phones. 3 What happens? DHCP Option 125 s TFTP server s IP address is changed. The phones begin rebooting. 4 Return Option 125 s TFTP IP address to the correct one. 5 Reboot the IP phones using the LOAD IPDEVICE command. What happens? DHCP Option 125 s TFTP server s IP address is restored Troubleshooting the System and the Sets_rev6.doc

55 Troubleshooting the System and the Sets Lab 7 Troubleshooting Analog Peripheral Faults (Optional) If your classroom does not have the appropriate equipment, skip this lab. Step Task Expected Result/Observation 1 Remove the Amphenol cable from the ASU. The Amphenol cable is disconnected. 2 Use maintenance commands to determine the alarm category and PLID in alarm state. 3 Reconnect the Amphenol cable. The Amphenol cable is connected. 4 Disconnect the CIM cable linking the ASU to the controller. 5 Use maintenance commands to determine the alarm category and PLID in alarm state. The CIM cable is disconnected. 6 Reconnect the CIM cable. The CIM cable is connected

56 Questions 1. What are alarm thresholds? 2. Are they programmable? 3. What is the default threshold level that trips a Major Alarm for Trunks? Troubleshooting the System and the Sets_rev6.doc

57 Hunt/Pickup/Ring Groups 16 Objectives When you finish this module, you will: Recognize the different types of groups. Understand how to program Group Presence and how it is used. Program and use Pickup Groups. Program and use Circular Hunt Groups. Program and use Terminal Hunt Groups. Program and use All Ring Ring Groups. Program and use Cascading Ring Groups. Program and use Personal Ring Groups. Be able to use Group Park.

58 Note Automatic Call Distribution (ACD) is another type of group and is referenced in this module. ACD may be covered in another course Hunt_Pickup_Ring Groups_rev7.doc

59 Hunt/Pickup/Ring Groups Calling a Group of Phones To provide better customer service, several phones can be programmed into a single group. A call directed to a group is more likely to be answered than a call directed to one phone. The system supports three types of groups used to alert called parties: Call Pickup Groups Hunt Groups Terminal Circular Ring Groups Ring All Cascade Personal 16-3

60 Group Presence Group Presence allows members of call groups to make themselves absent or present in a group. Only members who are present in a group are offered calls to that group. With Personal Ring Groups (PRGs), Group Presence lets users choose which of their personal answer points they want to receive their calls at by making it Present and the others Absent. Users can also be permitted to change the presence status of other users, allowing ACD supervisors, for example, to control which agents are available to take calls to a particular ACD group. Users belonging to multiple groups can control their presence in each group separately through the use of feature keys, with one for each group, or by dialing a FAC followed by the group pilot number. ACD agents can join or leave all the ACD groups they belong to by dialing a single FAC Hunt_Pickup_Ring Groups_rev7.doc

61 Hunt/Pickup/Ring Groups Class of Service Programming In the COS Options form: Enable Group Presence Control to permit users to change their status. Enable Group Presence Third Party Control to permit a user to control the status of other users. Feature Access Codes The following FACs are used to change the member s status: Group Presence Join Group Group Presence Leave Group Group Presence Join Group Third Party Group Presence Leave Group Third Party Group Presence Join All ACD Groups Group Presence Leave All ACD Groups Multiline Set Keys Form Group Presence and Personal Presence keys can also be programmed. The DN assigned is: For Group Presence, the group number, or pilot number, of the group that the set is in. For Personal Presence, the same PRG as the set is in. The ring type must be blank for both types of keys. 16-5

62 Pickup Groups Members of a pickup group can answer each other s calls. Callers are routed to the extension number they dialed, but any member of the pickup group is authorized to answer. If the Auto Pickup feature is enabled, the system automatically directs the call to the first member of the pickup group to go off hook. If Auto Pickup is disabled, another member of the pickup group may answer the call by pressing a Call Pickup key or by entering the Dialed Call Pickup Feature Access Code. If the Call Pickup - Directed feature is enabled, any user, regardless of pickup group membership, can answer calls by dialing the Call Pickup - Directed Feature Access Code followed by a ringing phone s DN Hunt_Pickup_Ring Groups_rev7.doc

63 Hunt/Pickup/Ring Groups Hunt Groups A Hunt Group is a collection of devices that share a common directory number, also called a pilot number. Callers are routed to the pilot number or they can dial the pilot number directly. Calls are routed to the first available extension in the hunt group. Extensions programmed in a hunt group may be accessed directly by dialing the extension number. There are two types of hunt groups: Terminal Circular Terminal Hunt Groups Terminal hunting is a top down selection method. Hunting always starts at the first extension programmed in the hunt group. The call is connected to the first idle extension found. The search progresses through all stations in the hunt group in a programmed sequence. 16-7

64 Circular Hunt Groups Circular hunting is a uniformly distributed selection method. The search for an idle station begins at the station programmed after the last one to receive a call. The search progresses through all stations in the hunt group in a programmed sequence Hunt_Pickup_Ring Groups_rev7.doc

65 Hunt/Pickup/Ring Groups Pickup Group Programming To program a pickup group, navigate to the Users and Devices > Group Programming > Pickup Groups form and: Select a Pickup Group Add existing users to the Pickup Group Auto Pickup automatically directs calls to the first member of a pickup group to go off-hook. Pickup Group Class of Service In the Class of Service Options form, set the Call Pickup Dialed Accept field to Yes for all phones in the pickup group. This field allows other members of the pickup group to answer calls that are ringing on the set. To allow any user, regardless of pickup group membership, to answer a call, set the Call Pickup Directed Accept field to Yes. 16-9

66 Pickup Group Feature Access Codes Assign an access code for: Call Pickup Dialed Call Pickup Directed. This is optional Hunt_Pickup_Ring Groups_rev7.doc

67 Hunt/Pickup/Ring Groups Lab 1 Creating a Pickup Group Use this planning form to plan your programming. Pickup Group Number: Comments: Auto Pickup Enabled: Call Pickup Dialed FAC: Call Pickup Directed FAC: Member Index Directory Number Member Name In this lab, you will be using the: Users and Devices > Group Programming > Pickup Groups form. Users and Devices > Advanced Configuration > User and Device Attributes form. Reference Online Help > Contents > Forms Reference > Forms N to R > Pickup Groups Note Program the COS options and Feature Access Codes

68 Step Task Expected Result 1 Navigate to the System Users and Devices > Group Programming > Pickup Groups form. The Pickup Groups form is displayed. 2 Select Add. The Pickup Groups add window opens Hunt_Pickup_Ring Groups_rev7.doc

69 Hunt/Pickup/Ring Groups Step Task Expected Result 3 In the Pickup Groups add window, enter the Pickup Group number in the Pickup Group value field. Leave the remaining values at default. The Pickup Group number is entered. 4 Select Save. The data is saved and displayed in the Pickup Groups form. 5 In the Pickups Groups form, select the new Pickup Group. The new pickup group is selected. 6 Select Add Member. The Pickup Groups add member window opens

70 Step Task Expected Result 7 In the Pickup Groups add member window, enter the first member s extension number in the Number field. The first member s extension number is entered in the Number field. 8 Select Save. The data is saved and displayed in the Pickup Groups Members section of the Pickup Groups form. 9 Repeat steps five through eight for two more pickup group members. The data is saved and displayed in the Pickup Groups Members section of the Pickup Groups form Step Task Expected Result/Observation 10 Ensure that the Feature Access Code for Call Pickup Dialed has been programmed and note what that code is. 11 Ensure that the COS for the phones in the pickup group has Call Pickup Dialed Accept and Call Pickup Directed Accept enabled. The COS options are enabled Hunt_Pickup_Ring Groups_rev7.doc

71 Hunt/Pickup/Ring Groups Step Task Expected Result 12 Call one of the phones in the pickup group. The called phone rings. 13 Enter the access code for Call Pickup Dialed on another phone in the pickup group. 14 Enable Auto Pickup and make the call again. Answer without using the Feature Access Code. Disable Auto Pickup again. 15 Navigate to the Users and Devices > Advanced Configuration > User and Device Attributes form. The call is answered and two-way voice is established between the calling phone and the phone that entered the access code. The call is connected on pickup. The User and Device Attributes form is displayed. 16 Select one of your group members. The group member is selected. 17 Select Change. The User and Device Attributes change window opens. The pickup group number is displayed. Note that hunt group numbers are also displayed here. 18 Select Cancel. The User and Device Attributes change window closes. 19 Delete the group. The group is deleted

72 Hunt_Pickup_Ring Groups_rev7.doc

73 Hunt/Pickup/Ring Groups Hunt Group Programming To program a hunt group, navigate to the Users and Devices > Group Programming > Hunt Groups form and: Create a Hunt Group by: Adding a pilot number, which is he number that will ring the group Select a mode, either terminal or circular Add existing users to the Hunt Group. In this example, the three-member hunt group can be reached by dialing If extension 1003 received the last call, the circular hunt will begin with extension 1004 for the next call. The system will ring the first of the three phones that it finds idle. The names are assigned in the Telephone Directory form

74 Hunt Group Class of Service You can specify the COS for a hunt group in the Hunt Groups form. The hunt group COS is used for the following COS options: Call Reroute after Call Forward Follow Me (CFFM) to busy destination ONS/OPS Internal Ring Cadence for External Callers, only if the first member is ONS/OPS ANSWER PLUS - Delay To Message Timer ANSWER PLUS - System Reroute Timer Call Forward - No Answer Timer Note If no hunt group COS is programmed, the COS of the first member of the hunt group is used Hunt_Pickup_Ring Groups_rev7.doc

75 Hunt/Pickup/Ring Groups Large Hunt Groups When the Extended Hunt Group option is selected in the License and Option Selection form, the system supports up to 16 hunt groups with a maximum of 240 members per group. This large voice mail hunt group can be resilient, and is only supported for use with NuPoint Messenger Release 10 or later voice mail systems. There can be 16 large hunt groups, but only one 240-member voice mail hunt group should be programmed on a switch. A 240-member recorder hunt group can also be programmed. Do not program any additional large groups of more than 64 members

76 Lab 2 Creating a Circular Hunt Group Use this planning form to plan your programming. Hunt Group Number: Comments: Hunt Mode: Name: DND FAC: DND Cancel FAC: Make Busy Setup FAC: Make Busy Cancel FAC: Member Index Directory Number Member Name In this lab, you will be using the: Users and Devices > Group programming > Hunt Groups form. Users and Devices > Telephone Directory Management > Telephone Directory form. Reference Online Help > Contents > Forms Reference > Forms H to M > Hunt Groups Hunt_Pickup_Ring Groups_rev7.doc

77 Hunt/Pickup/Ring Groups Step Task Expected Result 1 Navigate to the Users and Devices > Group programming > Hunt Groups form. The Hunt Groups form is displayed. 2 Select Add. The Hunt Groups add window opens

78 Step Task Expected Result 3 In the Hunt Groups add window, choose and enter the Hunt Group pilot number in the Hunt Group field. 4 Select the Hunt Group Mode s Circular radio button. 5 Enter an appropriate COS for Day, Night 1, and Night 2. Leave the remaining values at default, they will be discussed later. The Hunt Group pilot number is entered. The Hunt Group Mode s Circular radio button is selected. The COSs are entered. 6 Select Save. The data is saved and displayed in the Hunt Groups form Hunt_Pickup_Ring Groups_rev7.doc

79 Hunt/Pickup/Ring Groups Step Task Expected Result 7 In the Hunt Groups form, select the new hunt group. The new hunt group is selected. 8 Select Add Member. The Hunt Groups add member window opens

80 Step Task Expected Result 9 In the Hunt Groups add member window, enter the number of records to add in the Number of Records to Add field. This would be the number of hunt group members with consecutive extension numbers. Enter 3 for this lab. If you do not have consecutive extensions in your lab, you will need to add each member individually. 10 Enter the first extension number from your range of IP sets in the Number field. 11 Enter the number to increment the extension number by. The number of records to add is entered in the Number of Records to Add field. The first extension number is entered in the Number field. The Increment By number is entered. 12 Select Save. The data is saved and displayed in the Hunt Groups Members section of the Hunt Groups form Hunt_Pickup_Ring Groups_rev7.doc

81 Hunt/Pickup/Ring Groups Step Task Expected Result 13 Navigate to the Users and Devices > Telephone Directory Management > Telephone Directory form. The Telephone Directory form is displayed. 14 Add the new hunt group: Name it Enter the pilot number Make it the prime name 15 Place a call to the Hunt Group s DN. The first programmed extension in the hunt group should ring. 16 Answer it and then hang up. 17 Place a call to the Hunt Group s DN. The second programmed extension in the hunt group should ring. 18 Answer it and then hang up. 19 Place a call to the Hunt Group s DN. The third programmed extension in the hunt group should ring. 20 Place a call to the Hunt Group s DN. The first programmed extension in the hunt group should ring, confirming the circular ring. 21 Answer it and then hang up. 22 Place one of the phones in the circular hunt group into DND mode. The set is in DND. HINT: If you have problems putting an IP phone into DND, think COS. 23 Repeat the above hunt group call steps. The set that is in DND is skipped. 24 Call the set that is in DND directly. A busy signal is heard and DND is displayed. 25 Turn off the DND. 26 Place one of the phones in the circular hunt group into Make Busy mode. The set is in Make Busy mode. 27 Repeat the above hunt group call steps. The set that is in Make Busy is skipped. 28 Call the set that is in Make Busy directly. The phone should ring. 29 Turn off the Make Busy

82 Lab 3 Creating a Terminal Hunt Group In this lab, you will be using the Users and Devices > Group Programming > Hunt Groups form. Step Task Expected Result 1 Navigate to the Users and Devices > Group Programming > Hunt Groups form. 2 Change the hunt group that was just created to Terminal mode. The Hunt Groups form is displayed. The hunt group is now in Terminal mode. 3 Place a call to the Hunt Group s DN. The first programmed extension in the hunt group should ring. 4 Answer it and then hang up. 5 Place a call to the Hunt Group s DN. The first programmed extension in the hunt group should ring again. 6 Answer it and leave it off-hook. 7 Place a call to the Hunt Group s DN. The next programmed extension in the hunt group should ring. 8 Hang up the off-hook phone. 9 Place a call to the Hunt Group s DN. The first programmed extension in the hunt group should ring, confirming the terminal pattern. 10 Delete the group. The group is deleted Hunt_Pickup_Ring Groups_rev7.doc

83 Hunt/Pickup/Ring Groups Ring Groups Ring groups cause a call to ring multiple telephones, stopping when any one of them picks up. You can program a ring group to: Ring All - rings all extensions simultaneously (Ring All) Cascade Ring rings one at a time, starting with the first member of the group and continuing to other members in the order in which they are programmed in the group. Other features of Ring Groups are: A group member can belong to as many as eight ring groups. Calls go into a queue if there are no free members to ring. Calls unanswered within a specified period of time are sent to the group's designated overflow destination. Member phones with large displays show both the group and caller name and number when the group is called. Small-display phones show the ring group only. The following types of numbers or devices can be programmed as a ring group member: Any type of broadcast group Multiline set prime number Non-prime line numbers Key system numbers Multicall numbers Single line sets A night bell The following types of numbers or devices cannot be programmed as a ring group member: Extensions with the voice mail port COS option Extensions with the Recorded Announcement Device COS option Attendant consoles and console Listed Directory Numbers (LDNs) Hunt group, Agent group, Path, Ring Group, Suite and Linked Suite pilot numbers ACD Agent IDs and ACD set DNs ARS digits RDN numbers 16-27

84 Users cannot place callbacks or camp on to a ring group. Ring Group capacities are as follows: Maximum number of ring groups 176 Maximum number of members per group 32 Maximum number of queued calls to an all ring group 84 Maximum number of ring groups in which a device can be programmed 8 Maximum number of simultaneously ringing members: Single-line IP Sets Multiline appearances (see Note) Maximum number of calls that can be queued to any or all ring groups 84 Note The system can ring a maximum of 80 broadcast groups in unison. The maximum number of appearances in all 80 groups that it can ring is 200. Of the 200, up to 80 single line set prime members can be rung with the remaining appearances being multiline sets. System wide, the maximum number of single line IP sets that can be rung simultaneously by ring group calls is 172 simultaneously ringing members. Devices in excess of these limits will not ring. Error logs may also be generated during the call. The following directory numbers can be programmed as a ring group s overflow destination. The system does not check for invalid destinations. Station DNs Broadcast group DNs Attendant console DNs System speed call number Hunt group DN Ring group DN Ring group calls that are forwarded to an overflow point will follow call forwarding, but not system rerouting programmed for the overflow point. Call handling when the overflow destination is unavailable or not programmed, and does not have call forwarding enabled, depends on the state of the call: If ring group members are ringing, the call continues to ring until the caller hangs up or a member answers, or until the applicable ringing timer expires and the caller hangs up. If the call is queued to a ring group, the call remains queued until the caller hangs up or members start to ring whichever happens first Hunt_Pickup_Ring Groups_rev7.doc

85 Hunt/Pickup/Ring Groups Calls transferred to a ring group that go unanswered either recall the transferring party or go to the group's overflow destination. Whichever timer expires first the ring group s call ringing or call queued timer determines the behavior. Call forwarding and system rerouting cannot be programmed against a ring group s pilot number. A ring group can be a call forward or system reroute destination. Call forwarding or system reroute programming against ring group members is ignored for ring group calls. But if ring group members have Call Forward No Answer (CFNA) programmed, the Forward softkey prompt is displayed on ringing members phones. Pressing the softkey will forward the call to the member s CFNA destination. Phones that support the call history application accumulate logs for all ring group calls for each ring group in which the phone is a member. To avoid this, program a non-prime line appearance on the phone, and then program the non-prime line to the ring group. The following scenarios will generate missed call logs on devices that support the call history: When a ring group caller hangs-up When a ring all group caller calls the phone and is answered by another member When a cascade ring group caller rings the phone and subsequently rings another member When there are calls ringing or queued to a ring group, the first member to become available is offered the oldest ringing or waiting call. If a member belongs to more than one group when it becomes available, they will get the call waiting longest of all groups. Calls queued to a ring group and calls ringing a ring group will not survive a failover. But queued and ringing calls to a ring group may survive a failback. Calls can be parked to a ring group pilot number. Parked calls do not ring the members of a ring group. Ring groups are not supported by the Group Administration tool. Programming Ring Groups To program a ring group, navigate to the Users and Devices > Group Programming > Ring Groups form and: Enter the Pilot Number, Ring Group Mode and other information as required. Enter the DN of each member in the Ring Group Members section of the form. Note While ring groups can contain network members, only local group membership is displayed in this form

86 Personal Ring Groups (PRGs) Personal Ring Groups are an association of two or more devices for a single user under a common DN. The devices ring simultaneously when called. The typical scenario is a person's desktop phone and cell phone twinned together, where the desk phone is considered the prime extension, which is referred to as the pilot number or prime member. Other group members are referred to as non-prime members. PRGs provide functionality that is similar to Ring Groups and Hunt Groups, but for a single user. In contrast to Ring Groups, PRGs support Ring All, but not Cascade Ringing and support a maximum of 8 as opposed to 32 members. In contrast to PRGs, Hunt Groups can include Trunks. One Busy / All Busy Option PRG programming includes a One Busy / All Busy option that can be turned on or off as required. If it is enabled, busy is returned if any one member in the group is busy. If disabled, then idle members of the group are rung even if one or more members, but not all members, are busy. Handoff Feature The handoff feature for PRGs allows a call to be pushed or pulled from one group member to another. A Handoff Line Type Feature Key is supported in the Multiline Set Keys form to support pushing (sending) or pulling (retrieving) a call to or from a Personal Ring Group. For example, if a user receives a call on their prime line, they can push the call to another member of the Personal Ring Group using the Handoff key. The call can also be pulled from another member using the Handoff key. Multiline IP Sets Form If necessary, define a DN to be used as the prime member of the group. Personal Ring Groups Form Assign the prime member by adding a DN for a multiline IP set user or a hot desk user. Then add members by specifying the DN of each member Hunt_Pickup_Ring Groups_rev7.doc

87 Hunt/Pickup/Ring Groups Lab 4 Creating All Ring and Cascading Ring Groups In this lab, you will be using the Users and Devices > Group Programming > Ring Groups form. Reference Online Help > Contents > Forms Reference > Forms N to R > Ring Groups Step Task Expected Result 1 Navigate to the Users and Devices > Group Programming > Ring Groups form. The Ring Groups form is displayed. 2 Select Add. The Ring Groups add window opens

88 Step Task Expected Result 3 In the Ring Groups add window, choose and enter a pilot number in the Ring Group field. 4 Select the Ring Group Mode s Ring All radio button. 5 Enter a COS for Day, Night 1, and Night 2. Leave the remaining values at default, they will be discussed later. The Ring Group pilot number is entered. The Ring Group Mode s Ring All radio button is selected. The COSs are entered. 6 Select Save. The data is saved and displayed in the Ring Groups form Hunt_Pickup_Ring Groups_rev7.doc

89 Hunt/Pickup/Ring Groups Step Task Expected Result 7 In the Ring Groups form, select the new ring group. The new ring group is selected. 8 Select Add Member. The Ring Groups add member window opens

90 Step Task Expected Result 9 In the Ring Groups add member window, enter the number of records to add in the Number of Records to Add field. This would be the number of ring group members with consecutive extension numbers. Enter 3 for this lab. 10 Enter the first extension number from your range of IP sets in the Number field. 11 Enter the number to increment the extension number by. The number of records to add is entered in the Number of Records to Add field. The first extension number is entered in the Number field. The Increment By number is entered. 12 Select Save. The data is saved and displayed in the Ring Groups Members section of the Ring Groups form Hunt_Pickup_Ring Groups_rev7.doc

91 Hunt/Pickup/Ring Groups Step Task Expected Result 13 Place a call to the ring group pilot number. All ring group phones ring. 14 Change the ring group to Cascade Ring, set the Cascade Ring timer to 5 seconds, and make the Attendant Console the Overflow point. 15 Start the Attendant Console application and make the Operator Present. The Ring Group Mode and the Cascade Ring Timer are changed. The 5550 IP Console application starts. 16 Place a call to the ring group pilot number. The first extension rings for 5 seconds, then the second extension rings for 5 seconds, then the third extension rings for 5 seconds, then the console rings continuously. 17 Delete the group. The group is deleted

92 Lab 5 Creating a Personal Ring Group In this lab, you will be using the: Users and Devices > Group Programming > Personal Ring Groups form. Users and Devices > Advanced Configuration > Multiline Set Keys form. Reference Online Help > Contents > Forms Reference > Forms N to R > Personal Ring Groups Step Task Expected Result 1 Navigate to the Users and Devices > Group Programming > Personal Ring Groups form. The Personal Ring Groups form is displayed. 2 Select Add. The Personal Ring Groups add window opens Hunt_Pickup_Ring Groups_rev7.doc

93 Hunt/Pickup/Ring Groups Step Task Expected Result 3 In the Personal Ring Groups add window, enter the extension of one of your sets as the Personal Ring Group number, or prime extension. The extension to be dialed to access the PRG is entered. This is the prime extension. 4 Select Save. The data is saved and displayed in the Personal Ring Groups and the Members sections of the Personal Ring Groups form

94 Step Task Expected Result 5 In the Personal Ring Groups form, select Add Members. The Personal Ring Groups add members window opens. Step Task Expected Result 6 In the Personal Ring Groups add members window, enter another one of your extensions. The next Personal Ring Groups member s extension is entered. 7 Select Save. The data is saved and displayed in the Personal Ring Groups Members section. 8 Repeat steps 6 and 7. A total of three members are listed Hunt_Pickup_Ring Groups_rev7.doc

95 Hunt/Pickup/Ring Groups Step Task Expected Result 9 Call the prime extension. All member sets will ring. 10 In the Multiline Set Keys or User and Device Configuration form, program a Handoff Key for each set in the PRG. 11 Call the prime extension and answer one of the ringing members. A Handoff Key is programmed on each PRG set. Call is connected. 12 Press the Handoff key on the answered set. The call is pushed to the other two members and they begin ringing. 13 Answer one of those sets. Call is disconnected from the first set and connected to second set. 14 Press the Handoff key on the first set. The call is pulled back. 15 Enable Group Presence Control and Group Presence Third Party Control in the COS for the PRG sets. 16 Enter the FAC for Group Presence Leave Group on one of the PRG sets. COS for presence control is programmed. One set is now absent. 17 Call the prime extension again. The absent set fails to ring. 18 Enter the FAC for Group Presence Join Group on the same PRG set. The set is now present. 19 Delete the group. The group is deleted

96 Group Park This feature allows group members to use a group park key to park a call that is on soft hold. This call can then be picked up by any group member on the same controller node. When a call is parked against this specific group park key, it gives a visual indication, such as a flash, indicating that a call is parked on it. More than one call can be parked against the same group park key, as well as more than one group park key can appear on a set. You can program up to 64 group park keys that have the same park destination DN. Unlike the call park feature, when there is a call parked using group park, the LED will not be solid, but will flash. Any multiline set with a group park key will flash if there is a call parked against the park destination DN. Group park keys programmed on the primary controller will be shared on the set s secondary controller, and vice versa. Programming Group Park A Line Type called Group Park is introduced for the group park feature. The group park key can be programmed against any keys on the set or PKM. Program a valid park DN in the Button Directory Number field. There is no ring type associated with this line type. To allow users to park calls, enable the Call Park Allowed to Park option in the COS for the users Hunt_Pickup_Ring Groups_rev7.doc

97 Hunt/Pickup/Ring Groups 16-41

98 User Actions When the group park key flashes, it implies that there is minimum of one call parked against the park destination DN programmed against the group park key. A user can only retrieve a parked call from an idle set by pressing the flashing group park key. The longest parked call is automatically retrieved. When the user presses the flashing group park key but the call is no longer parked, the key pressed is ignored and the key will stop flashing. When the user presses the Group Park key The user is talking to another party The user has a party on soft hold Operation to be carried out Yes Yes Key Pressed is ignored Yes No Park operation Maintenance No Yes Park operation No No Retrieve operation The LOCATE maintenance command allows you to list all devices that have group park keys programmed against a given park DN. LOCATE GROUP_PARK <DN> The command will output all linked members of the list that correspond to devices that have the same group park key programmed. It will also indicate if the park destination DN programmed against the group park key is valid or not Hunt_Pickup_Ring Groups_rev7.doc

99 Hunt/Pickup/Ring Groups Questions 1. What is the maximum number of sets that may be in a hunt group? 2. If you had arranged a group of sales phones into a Hunt Group and you wished incoming calls to be distributed evenly among the phones, would you use terminal or circular hunting? 3. Describe an application in which you would want to use a Terminal Hunt Group. 4. What is the difference between a multicall group and a hunt group? 5. Can an extension number appear in more than one hunt group? (Try it!) 6. Can a 5550 IP Console softkey appear in a hunt group? (Try it!) 7. When does the Pickup softkey prompt appear on a display set? 16-43

100 16-44 Hunt_Pickup_Ring Groups_rev7.doc

101 Analog Trunks 17 Objectives When you finish this module, you will: Know the difference between Non-Dial-In and Dial-In trunks. Plan, install, program, and verify a Non-Dial-In trunk. Change the answer point. Understand how to select an outgoing trunk using a Direct Trunk Select key on a multiline set. Learn how to program a Dial-In trunk.

102 17-2 Analog Trunks_rev6.doc

103 Analog Trunks Incoming Trunks External callers use incoming trunks to reach the 3300 ICP s telephones. There are two types of trunks: Non-Dial-In trunks always ring a predetermined answer point, such as a console. Incoming calls on these trunks will always ring at the predefined answer point. Dial-In trunks allow incoming calls to access the specific station or answer point that was dialed. The dialed digits are received by the system and are analyzed in order to route the call to the correct station. Non-Dial-In Trunks Loop Start (LS) and Ground Start (GS) Trunks Loop Start (LS) and Ground Start (GS) Central Office trunks are types of non-dial-in trunks. An attendant console is often the answer point for LS/GS trunks. When a call comes in on the trunk, it rings at the attendant console. The attendant transfers the caller to the extension that the caller requests. The answer point for an LS/GS trunk does not have to be an attendant console. It can be a single phone, a hunt group, a key system line, or a multicall line. You can assign three answer points to non-dial-in trunks. These correspond to the three service modes of the system; Day, Night1, or Night2. When the attendant puts the system into day mode, the trunks ring at the day answer point. When the attendant puts the system into night1 or night2 mode, the trunks ring at the night answer points. Answering Non-Dial-In CO Trunks 17-3

104 In the following example, LS/GS trunks ring the attendant during the day. When leaving for the evening, the attendant puts the system into night 1 service so that the calls will ring at the security office. The customer does not require a second night service answer point, so the night 1 destination is used for night 2 as well. Programming This Example To program this example, three forms need to be programmed. CO Trunk Circuit Descriptors form - provides the system with a description of the incoming trunk characteristics. Configuration of this form can be verified by running the LSMeasure test. Trunk Attributes form - used to program the Day, Night1, and Night2 answer points for incoming non-dial in trunks. Analog Trunks form - assign unique trunk numbers, between 1 and 9999, to the analog trunk PLIDs. Be sure to specify the Trunk Service number and CO Trunk Circuit Descriptor number programmed in the previous two steps Analog Trunks_rev6.doc

105 Analog Trunks 100 for GS, 800 for LS Alternate answer points during night service Answer points can be an attendant console, single line set, hunt group, etc. Trunks 1 to 4 get answered at these numbers. 17-5

106 Lab 1 Programming an Incoming LS Trunk Use these planning forms to plan your programming. Trunk Attributes Form Trunk Service Number Release Line Trunk (RLT) Class of Service (COS) Class of Restriction (COR) Baud Rate Intercept Number Non-dial In Day Trunks Answer Night 1 Points Night 2 Dial-In Digit Mod Trunk Label Absorb Insert 17-6 Analog Trunks_rev6.doc

107 Analog Trunks Analog Trunks Form Cabinet Shelf Slot Circuit Card Type Trunk Number Trunk Service Number DTS Service Number Circuit Descriptor Number Interconnect Number Tenant Number In this lab, you will be using the: Trunks > Analog > Loop Start/LS-GS > CO Trunk Circuit Descriptors form. Trunks > Trunk Attributes form. Trunks > Analog > Analog Trunks form. Note Check with the instructor for details on how the CO is being simulated and how a successful external call is determined. For example, a phone rings or a Recorded Announcement Device (RAD) is heard. 17-7

108 Step Task Expected Result 1 Navigate to the Trunks > Analog > Loop Start/LS- GS > CO Trunk Circuit Descriptors form. The CO Trunk Circuit Descriptors form is displayed. 2 Select Add. The CO Trunk Circuit Descriptor add window opens Analog Trunks_rev6.doc

109 Analog Trunks Step Task Expected Result 3 In the CO Trunk Circuit Descriptor add window, enter a unique circuit descriptor identification number in the Number field. 4 Verify that the Guard Timer is 800 ms. Leave the remaining fields at default. The Circuit Descriptor Number is entered. 5 Select Save. The data is saved and displayed in the CO Trunk Circuit Descriptors form 17-9

110 Step Task Expected Result 6 Navigate to the Trunks > Trunk Attributes form. The Trunk Attributes form is displayed. 7 Select a desired Trunk Service number. The Trunk Service number is selected. 8 Select Change. The Trunk Attributes change window opens Analog Trunks_rev6.doc

111 Analog Trunks Step Task Expected Result 9 In the Trunk Attributes change window, enter: The Attendant Console for day mode One of your extensions for night 1 mode The answer points are entered. Another extension for night 2 mode 10 Enter a name in the Trunk Label field. The trunk name is entered. 11 Select Save. The data is saved and displayed in the Trunk Attributes form

112 Step Task Expected Result 12 Navigate to the Trunks > Analog > Analog Trunks form. The Analog Trunks form is displayed. 13 Select the desired trunk port. The trunk port is selected. 14 Select Change. The Analog Trunks change window opens Analog Trunks_rev6.doc

113 Analog Trunks Step Task Expected Result 15 In the Analog Trunks change window, enter: A unique identification number in the Trunk Number field. The Trunk Service Number just created. The Circuit Descriptor Number just created. A one in the Interconnect Number field. A one in the Tenant Number field. Leave the remaining fields at default. The data is entered. 16 Select Save. The data is saved and displayed in the Analog Trunks form. 17 Using Range Programming, program all available LS trunk ports. This information is provided by the instructor. The data is saved and displayed in the Analog Trunks form

114 Step Task Expected Result 18 Using the Individual Trunk Access feature code, verify that you receive a dial tone from your simulated CO. The trunk number is a 4-digit number. For example, trunk number 4 is dialed Put the system into day service using the attendant console. 20 Dial into your lab s main number using the information provided by your instructor. 21 Put the system into night 1 service using the attendant console. A dial tone is heard. The system is in day service. The attendant console rings, which is the day answer point. The system is in night 1 service. 22 Dial into your lab s main number again. The night 1 answer point rings. 23 Put the system into night 2 service using the attendant console. The system is in night 2 service. 24 Dial into your lab s main number again. The night 2 answer point rings. Note - Mitel Integrated Configuration Wizard Practice The following MiCW screen is used to perform the same programming that was just implemented. If you are configuring MiCW in parallel with the remaining labs in this course, then proceed to this screen Analog Trunks_rev6.doc

115 Analog Trunks Flexible Answer Point A customer may want to temporarily change a trunk s answer point. For example, after business hours in night1 mode, incoming LS/GS trunk calls are directed to a security phone. But because security personnel leave that phone unattended when they do inspection rounds, they need to be able to answer incoming calls from other phones, using Trunk Answer From Any Station (TAFAS). To change the trunk answer point to an alternate answering point, the security person enters the Flexible Answer Point access code followed by the appropriate night answer destination, either night 1 or night 2. Then they dial the alternate answering point extension number. This changes the trunk answer point from the programmed answering point to the alternate answering point. When the security person returns to the security phone and enters the Flexible Answer Point Cancel access code, the answer point changes back to its normal answer point

116 Lab 2 Programming a Flexible Answer Point Step Task Expected Result 1 Edit the COS to allow for Flexible Answer points on your IP phones. 2 Ensure that the system is in day service in the attendant console. 3 Enter the Flexible Answer Point feature code on one of your IP phones. The COS now allows Flexible Answer points. The system is in day service. The access code is entered. 4 Enter the day service answer point s extension. The programmed day service s answer point is entered. 5 Enter the new alternate answer point s extension. The new answer point is entered and dial tone is heard. 6 Dial into your lab s main number using the information provided by your instructor. 7 Enter the Flexible Answer Point Cancel All feature code on the phone. The new answer point rings. The access code is entered and the feature is disabled Analog Trunks_rev6.doc

117 Analog Trunks Direct Trunk Select (DTS) Trunks Incoming Calls A DTS trunk is a private line to the public network. The trunk rings to a Personal Key on a multiline set belonging exclusively to the multiline set user. Single Line or Key System If the DTS trunk appears on a personal key on only one multiline set, it is a single line appearance. If it appears on more than one set, it is a key system line appearance. It cannot be a multicall line appearance because the trunk itself supports only one call at a time. Outgoing Calls To make an outgoing call, the multiline set user presses the personal key for the DTS trunk. After receiving CO dial tone, the user dials directly out over the trunk. Calls completed via Direct Trunk Select bypass ARS, so calls are unaffected by toll control. Note If a trunk is selected as a DTS trunk, it cannot be a member of a Trunk Group

118 The following example illustrates how to program a DTS trunk on a personal key Analog Trunks_rev6.doc

119 Analog Trunks Dial-In Trunks Dial-in trunks are routed directly to a phone without first being answered by an attendant. The system interprets the numbers dialed and connects the call directly. There are two types of Dial- In trunks: Tie Trunks Direct Inward Dialing (DID) Trunks. Tie Trunks Tie trunks connect two PBXs together. They allow users on one system to directly dial users on the other system. The tie trunk connecting the two systems together relays the digits the caller dials to the destination system. The destination system connects the incoming trunk to the phone the caller dialed

120 Direct-Inward-Dial (DID) Trunks DID trunks connect the public network to a 3300 ICP. External callers dial the number that they want to reach, and the CO absorbs some of the digits and sends the rest to the 3300 ICP. Modifying Incoming Digits The CO has a limited set of numbers that it can allocate to the system owner. If these numbers do not match the system s numbering plan, the system may have to delete some of the digits and replace them with others. The system would then translate the number sent from the CO into the number that belongs to the target phone. The telecoms manager arranges with the CO the number of digits the CO will send Analog Trunks_rev6.doc

121 Analog Trunks In the following example, the CO has allocated 10 trunks and a block of 100 numbers, from to , to a system whose answer points number 1000 through Because the CO sends 54XX instead of 10XX, the system has to delete the first two digits, the 54, and replace them with 10. The figure shows a DID call from an outside caller who dials and reaches extension

122 Dial-In Trunk Programming The previous example is programmed to create DID and Tie Dial-In Trunks. DID Trunk Programming Absorbs first two digits controller receives Replace absorbed digits with 10. Trunks from PSTN Analog Trunks_rev6.doc

123 Analog Trunks E & M Trunk Programming Absorb no digits. Do not leave blank. Trunks connected to another 3300 ICP 17-23

124 Dial-In Trunks Incoming Digit Modification The Absorb and Insert fields will function with simple modification to incoming digits from a carrier, but in some cases, the requirements of a user may surpass the modification capacity of these fields. The range of incoming DID digits may extend past the internal range of directory numbers, or the internal range of DNs may be large enough that some digits may repeat. For example, 2199 and 2299 both repeat the digits 99. The user may have a wide variety of incoming digits in which there may not be a simple method of modifying the DIDs to match an internal DN based on the Absorb and Insert fields. To meet these needs, the system must now examine the entire string and attempt to find a match against a preprogrammed listing of system speed calls and Actual Number. The Dial In Trunks Incoming Digit Modification Absorb field must be set to 0 in order to accept all digits for comparison. Based on the delivered digits from the CO, the incoming string must now be entered into the System Speed Call Table as a Speed Call Number. That entry must now match a valid DN in the system, such as an extension, an ACD path, a Hunt Group, and so on. For example: is a speed entry for incoming digits from the carrier. These digits are the end result of any modification accomplished by at the carrier level. To route calls to the DID to internal DN 2150, the DN will be entered under the Actual Number column. A single entry must be made for every DID / internal DN pair, but there can be several DIDs matched to a single DN if that is a requirement. Since this form can be imported, it is easy to add a large batch of DIDs that a customer may purchase very quickly. Reference For more information about speed calls, see the Speed Calls module Analog Trunks_rev6.doc

125 Analog Trunks Questions 1. Which form would you use to program incoming digit modification for a dial-in trunk? 2. In which form would you assign a label to a trunk? 3. In which programing form would you assign different trunk answer points for Day and Night1? 4. Which forms would you use to create a DTS trunk? 5. Can you apply any outgoing toll restrictions to a DTS Trunk? 6. You want a Digital E&M trunk to behave as a non-dial-in trunk with an answer point. What programming would you do to make this happen? 7. What are the symptoms of leaving Digits to Absorb blank in the Trunk Attributes form for a dial-in trunk? 17-25

126 17-26 Analog Trunks_rev6.doc

127 SMDR, Printers, and System Ports 18 Objectives When you finish this module, you will be able to: Program and verify external Station Message Detail Reports (SMDR). Generate and print SMDR logs. Program and verify internal SMDR. Install and program system ports to output data. Verify the printing operation of different logs, reports, and programming forms.

128 Reference Online Help > Contents > System Programming > Devices > Program Printer Support Reference Online Help > Contents > System Programming > Printers 18-2 SMDR, Printers, and System Ports_rev6.doc

129 SMDR, Printers, and System Ports 3300 ICP Printer Ports The 3300 ICP has RS-232 printer capabilities. Any printer port may be programmed for any application. The system supports both system printers for its own applications and dedicated data communications printers. From a configured system port, the system provides important information about its status, which includes: Maintenance logs that indicate important events in the system operation SMDR records that log all calls made to and from system devices Traffic reports Hotel/motel reports ACD records that log agent activity within the system. Some system ports have devices other than printers connected to them, such as: Station Message Detailed Accounting (SMDA) machines that processes SMDR records Property Management Systems (PMS) devices that receive information from the system, including status of hotel rooms and duration of calls. Printer Port Types You can direct system logs to the following locations: Serial port labeled Printer on the system controller (LPR1) Serial ports on the 5550 IP Console PCs TCP/IP socket. Network port. System Port LPR1 LPR1 is a pre-defined system printer port located on the front of the controller and labeled Printer. LPR1 is not supported on the 3300 CX and CXi controllers IP Console Ports The technician defines the port name. The ports appear on COM port 1 of the 5550 console PC. They share the same device ID as the console. The console printer ports must be defined with a name before any reports can be directed to them. 18-3

130 Programming the Printer Port Define the System Port Depending on the device type, various levels of programming may be required in order to prepare the device as a system port. Give the Printer Port a Name The 5550 IP Console printer ports appear in the System Ports form automatically as soon as the console is programmed in the IP Consoles form. Once the printer ports appear in the System Ports form, you can assign names to them. Descriptive naming of a system port is recommended to avoid confusion and command conflicts. You can name the printers whatever you want, but the LPR1 is a reserved name that may not be changed or reused. Avoid using words that already exist in the system command vocabulary, such as DATA, VOLUME, and PRINT. Sending Printable Information to the Printer The Application Logical Ports form controls what information is sent to the various printer ports of the system. For example, you might send Maintenance Logs to LPR1, SMDR logs to a printer port you have named CONS1_PRT, and Traffic Reports to a printer port you have named CONS2_PRT SMDR, Printers, and System Ports_rev6.doc

131 SMDR, Printers, and System Ports The following is an example of programming system ports. Maintenance port not available on CX/CXi. Use Output for printer functions. Assign unique names to other system ports that you require. Use the BAUD command to change the baud rate or parity values. Types of information that can be printed LPR1 is associated with the serial port on the front of the controller. This particular information is printed to this port, which was named in the System Ports form. 18-5

132 TCP/IP Output Streaming The system streams system logs to TCP/IP clients that connect to the appropriate TCP/IP socket on the system. The logs will not be sent to a socket that does not have a TCP/IP client connected to it. For example, if the client is disconnected, the log records aren t automatically redirected to a file or other alternate source. The sockets are designated as outlined in the table below. Capturing Printable Information The Application Logical Ports form controls what information is sent to LPR1. For example, you might send Traffic Reports and Hotel/Motel Reports to LPR1 because they don t have a TCP/IP socket. You can then connect to TCP/IP socket 1754 and capture the data directed to the LPR1 socket. Note There are a maximum of three simultaneous client applications that may connect to a specific TCP/ IP socket. Refer to the Technician s Handbook for additional information. Log Type TCP Socket SMDR Logs 1752 ACD Real Time Events Hotel/Motel Logs 1753 Call Control Maintenance Logs 1751 Call Control Software Logs 1750 LPR1 Output 1754 PMS Voice mail 6830 Hotel/ Motel Management SMDR, Printers, and System Ports_rev6.doc

133 SMDR, Printers, and System Ports Network Printing To print to a network printer: Program the network printer connection parameters in the Controller Registry form. Caution With the exception of the Network Printer fields, do not change values in this form without prior consultation with the Mitel Product Support group. Assign a name to the network port in the System Ports form. Assign to applicable logs in the Application Logical Ports form. 18-7

134 Lab 1 Using a Telnet Session to Capture TCP/IP Socket Data In this lab, you will be using the: System Properties > System Settings > Application Logical Ports form. Maintenance and Diagnostics > Maintenance Commands form. Step Task Expected Result 1 Navigate to the System Properties > System Settings > Application Logical Ports form. The Application Logical Ports form is displayed. 2 Select Maintenance Logs. Maintenance Logs is selected. 3 Select Change. The Application Logical Port change window opens SMDR, Printers, and System Ports_rev6.doc

135 SMDR, Printers, and System Ports Step Task Expected Result 4 In the Application Logical Port change window, type LPR1 in the Port Physical Name field. LPR1 is displayed in the Port Physical Name field. 5 Select Save. The data is saved and displayed in the Application Logical Ports form. Step Task Expected Result 6 Open a Command Window and type, telnet <controller IP address> 1754 The telnet program is connected to the TCP/IP socket, which is the LPR1 output. The screen is blank. 18-9

136 Step Task Expected Result 7 Navigate to the Maintenance > Maintenance Commands form. The Command/Response window is displayed. 8 Make your single line extension busy. The single line extension is busied and displayed in both the Response field and in the telnet window. Step Task Expected Result 9 Return the single line extension to service. The single line extension returns to service and displayed in both the Response field and in the telnet window. 10 At this point, you have the capability of copying and pasting from the telnet window into a word processing application such as Notepad. From there, you can print it to a printer SMDR, Printers, and System Ports_rev6.doc

137 SMDR, Printers, and System Ports Printing Database Forms Single Instance Forms These forms have only one version. The Telephone Directory form is an example of a single instance form. This form contains all of the directory number/user name combinations in the system. Another example of a single instance form is the Analog Sets form. This form lists all the analog phone circuits in the system and shows the directory number for each. Multiple Instance Forms There are many versions of this type of form. The COS form is an example of a multiple instance form. This form lists all the operational privileges of a given phone or class of phones. Next to each privilege allowed there is a yes, and next each privilege denied there is a no. When you ask the system to display this form, it asks you to specify the instance or version of the form since each version can have a different set of privileges. There are up to 96 versions of the form available, numbered 1 to

138 Exporting and Printing Forms The following print functionality is available for most forms in the System Administration Tool: You can print all records in the form, a current page, or a group of specified pages. In forms that contain large lists of records, such as the Telephone Directory or User and Device Configuration forms, you can print a range of records. You can include the time stamp and system name on the printout. While it is printing, a form is locked, meaning you cannot Add, Change or Delete operations on the form. The output can be streamed to the printer port on the front of the system and captured using socket 1754 if desired. This functionality is programmed in the Application Logical Ports form. If a local or network printer is configured on the PC that is requesting the print with the Print button within ESM, the resulting printout will be directed to that printer. Note Not all forms support printing and not all forms support all printing options. If print options are not supported for a form, the options will be disabled, or grayed out, in the print dialog window. Printing From ESM To print data from the System Administration Tool, the client station must have: XML components required for client-side rendering Local or network printer installed and available to the browser. Depending on the amount and type of data being previewed, there could be a significant delay before the preview screen is displayed. While data is being retrieved from the database, other users cannot use the System Administration Tool SMDR, Printers, and System Ports_rev6.doc

139 SMDR, Printers, and System Ports Selecting the Print button in the ESM forms will print to a printer accessible to the programming PC

140 Exporting Form Data You can export data from most forms in the System Administration Tool into a: Text file (.txt) readable by any text editor or word processor Comma separated value file (.csv) comma-delimited file that can be imported into a spreadsheet program. Note If Internet Explorer won t let you export a.csv file, hold the Control key for the duration of preparing the export and saving the file. This feature is valuable if you need to update another application with data from the system. For example, you could export the telephone directory entries from the Telephone Directory form to a.csv file and then run a software script to import the file into a third-party application. Not all forms support the exporting of data, and not all forms support all the export options. If options are not supported for a form, they will be disabled, or grayed out, in the export dialog window. Exporting From ESM You will need a text editor, word processor, or spreadsheet program, such as Microsoft Excel, installed on your client station in order to manipulate the exported data. Note You must change the file extension from.tar to either.txt or.csv SMDR, Printers, and System Ports_rev6.doc

141 SMDR, Printers, and System Ports Station Message Detail Recording (SMDR) The system uses SMDR to keep records of who makes and receives calls. SMDR records include information such as the phone and the trunk involved, the time and duration of the call, the digits dialed, and the account codes used. You can send this data to a Call Accounting Device to determine the cost of telephone calls and to evaluate usage of the system trunks and stations. There are two separate SMDR applications. The external SMDR application allows trunk call data for individual stations to be collected for outgoing and incoming trunk calls. Internal SMDR collects data for calls made between stations. Internal SMDR is not used as often, but it can be enabled as required. You can enable the system with external SMDR, internal SMDR, or both. External SMDR External SMDR keeps track of incoming and outgoing trunk calls. You can program the system to generate a call record when a phone calls out on a trunk, when a trunk calls in to a phone, and when a trunk calls a trunk. External SMDR is most commonly used because it monitors expense-incurring calls over trunks. Programming SMDR To program External SMDR you must: Ensure that the SMDR options are enabled as required in the SMDR Options form. Assign a COS to the phones and trunks for which you want call records, with SMDR External set to yes. If using a physical printer, assign a port through which the system can dump the SMDR records in the Application Logical Ports form, or use TCP/IP socket 1752 to collect the records over the network

142 Generating an External SMDR Record Once you enable external SMDR for the system, you must enable it in the COS of all stations and trunks for which you want to keep SMDR records. If a trunk calls to a station, or vice versa, and either one has SMDR-External set to no in its COS, then there will be no SMDR record for the call. For example, you may want to disable SMDR for tie trunks between two systems while you enable it for CO trunks. To do this, set SMDR-External to yes in the COS of the stations and CO trunks, and set it to no in the COS of the tie trunks. Internal SMDR Internal SMDR keeps track of calls between the phones on the 3300 ICP. It is not used as much as External SMDR; it is typically used in high security installations or to monitor internal call traffic patterns. A record of calls made between the phones is kept as long as one of the devices in the call has SMDR - Internal set to yes in its COS. Internal SMDR does not track external calls involving trunks. If a station receives prank calls, turn on internal SMDR for that station so the system keeps a record of all the internal calls it receives. If you know the time of the prank call, it is easy identify the calling station in the SMDR record SMDR, Printers, and System Ports_rev6.doc

143 SMDR, Printers, and System Ports Programming SMDR Example Trunk Calls Internal Calls IDs system in reports When enabled, the Time to Answer field is expanded to four columns. Columns 29-32, or in extended digit length format. When enabled, OPS Manager can request an SMDR log file. When this option is enabled, a single call is recorded consistently across a PBX network. When enabled, a Call Sequence Identifier appears in column 122, or 130 when using extended digit length format. Standardize Network OLI must also be enabled. Assign this COS to sets, consoles, and trunks involved in calls to be recorded. Assign this COS option to sets for which you want to track internal calls

144 Lab 2 Programming SMDR In this lab, you will be using the: System Properties > System Feature Settings > SMDR Options form. System Properties > System Feature Settings > Class of Service Options form. Users and Devices > Advanced Configuration > Station Attributes form. Maintenance and Diagnostics > Maintenance Commands form. Step Task Expected Result 1 Navigate to the System Properties > System Feature Settings > SMDR Options form. The SMDR Options form is displayed. 2 Select Change. The SMDR Options change window opens. 3 In the SMDR Options change window, select the Yes radio buttons for: Report Incoming Calls Report Outgoing Calls Report Internal Calls 4 Enter a System Identification number in the System Identification field. The radio buttons are selected. An Identification number is entered. 5 Select Save. The data is saved and displayed in the SMDR Options form. 6 Navigate to the System Properties > System Feature Settings > Class of Service Options form. 7 Enable SMDR External and SMDR Internal in the COS for your IP sets. 8 Open a Command Window and type, telnet <controller IP address> Generate some records by placing calls and observe the results through the telnet session. 10 Navigate to the Maintenance > Maintenance Commands form. 11 Type LOGSYS READ SMDR ALL and select Submit. The Class of Service Options form is displayed. The COS for the IP sets is programmed for SMDR internal and external recording. The telnet program is connected to the TCP/IP socket, which is the SMDR logs output. The screen is blank. The telnet window displays the activity. The Command/Response window is displayed. The SMDR log is displayed in the Response field SMDR, Printers, and System Ports_rev6.doc

145 SMDR, Printers, and System Ports Questions 1. You are adding a new station to the system. How would you make sure that the system will keep SMDR records of its external calls? 2. SMDR records are appearing for tie-trunk calls between co-located systems. What would you do to stop record collection for these calls? 3. Both internal devices must have SMDR - Internal set to Yes in their Class of Service before the system will generate records for calls between them. a. True b. False 4. The system keeps a record of all calls, both internal and external, providing the originating device has at least SMDR Internal set to Yes in its Class of Service. a. True b. False 5. The system generates Internal SMDR records both for answered and unanswered calls. a. True b. False 6. SMDR Internal is a Class of Service option that you may enable for some phones and disable for others. a. True b. False 7. A phone user in an organization is receiving repeated prank calls from an unidentified internal caller. What would you do to track down the phone(s) the prankster is calling from? 18-19

146 8. Which form would you use to define the printer port of an operational 5550 IP console to cause the printer port to appear in the System Ports form? 9. Which programming form would you use to direct SMDR to the LPR1 printer port? 10. Which form would you use to assign a name to a printer? 11. Which maintenance command lists all of the programmed printer ports in the system as well as their present baud rate and print status? 12. How would you print instance 2 of the Class of Service form? 13. Which TCP/IP socket would you connect an application to with a telnet session to capture SMDR logs? 14. Which TCP/IP socket would you connect an application to with a telnet session to capture Hotel/Motel logs? SMDR, Printers, and System Ports_rev6.doc

147 Automatic Route Selection (ARS) 19 Objectives When you finish this module, you will: Program numbers for external local calls. Use ARS to route a call. Understand how the system uses various CO dial tones. Learn how to use the ARS planners. Use maintenance commands and SMDR to trace calls that use ARS. Program emergency call routes using ARS. Assign and program calling privileges and restrictions using ARS. Comprehend the steps required to prevent toll fraud. Examine samples of Automatic Route Selection programming and predict what will happen when a caller dials particular number sequences.

148 19-2 Automatic Route Selection_rev7.doc

149 Automatic Route Selection (ARS) External Calling Permissions Dialing plans or numbering plans within the Public Switched Telephone Network (PSTN) vary from country to country and can be specific within a given area of a country. There are some common considerations regardless of the location. For example, a plan must be considered for local calls, long distance calls, international calls and emergency and special service numbers. On a 3300 ICP, all external numbers must be planned for and programmed into the database using ARS. 19-3

150 Local Calls 3300 ICP phone users make calls into the PSTN in much the same way that we do from home. But the 3300 ICP phone user may prefix the external directory number with a single digit, such as 9 from a business phone or 8 from a phone in a hotel. This indicates to the 3300 ICP that it is an external call. From home, we dial , but from a 3300 ICP phone, we dial See the figure below. Another difference between 3300 ICP users and home users is that some 3300 ICP users may be restricted from making external calls or from making certain types of external calls, such as long distance calls. Also, when making a call from the 3300 ICP, the 3300 ICP has the additional tasks of choosing which outgoing trunk to send the call out on and then deleting the 9. The ARS programming forms are used to instruct the 3300 ICP regarding which trunk to choose and which digits to delete. A sample ARS program and some blank ARS planning sheets are provided with your course materials. Making a PSTN Call 19-4 Automatic Route Selection_rev7.doc

151 Automatic Route Selection (ARS) Automatic Route Selection ARS in the 3300 ICP does these four basic things: It recognizes digits, such as a leading 9, as an indication that the call is to be an external call. It restricts unauthorized phones from making external calls. It selects a trunk from within a group of trunks to send the call out on. It modifies the dialed digits, such as dropping the 9, to convert the digits into what the external network expects. ARS digits can be specified with leading digits as well as dialed digits. These digits can be listed explicitly, or wildcards can be used to specify predefined variables for a given ARS digit: N or n specifies a digit between 2 and 9 inclusive X or x specifies a digit between 0 and 9 inclusive Y or y specifies a digit between 0 and 9, * and # Programming the Digits for External Local Calls The digits dialed in the following example are But callers will dial many different numbers. There s no need to program all external directory numbers in ARS. Simply program the numbers as 95 + any six digits to address all external local directory numbers starting with 5. You may wish to call external numbers that start with 2, 3, 4, etc. In this case, we program ARS with 9NXXXXXX+ 0 additional digits. Making an External Call 19-5

152 This is an ARS data collection table, giving a quick way to compile the information needed to program external directory numbers. See if you can associate the values in this table with those programmed in the forms that follow. Type of Call Digit String Trunk Group Digit Modification Stations to Block Route Number Digit Mod Number Qty of Digits to Absorb Digits to Insert COR Group COR Number Local 9NXXXXXX Operator Long Distance 91XXXXXXXXXX This is 9 plus the digit 0 that the caller dials after the 9. The Xs signify any other digit. The N is a wildcard that specifies a digit between 2 and 9 inclusive Automatic Route Selection_rev7.doc

153 Automatic Route Selection (ARS) The ARS Leading Digits form is automatically populated every time an entry is made to the ARS Digits Dialed form. The ARS Leading Digits form is used to turn on second dial tone. This is the 9 that callers dial whenever they call external numbers. This instructs the system to return dial tone to the user after the digit 9 has been received. Establishing an ARS Route A route is a set of call handling characteristics that controls the call. The route restricts unauthorized callers, selects a trunk group, and modifies the digits before dialing into the network. For external calls, the digits a caller dials must be programmed in the ARS Digits Dialed form. If the digits are not in the ARS Digits Dialed form, the system returns reorder tone to the caller. If the digits are in the ARS Digits Dialed form, ARS software assigns the call a route. Use the following programming forms when programming a route. Note To make programming easier, keep the COR Group Number the same as the Route Number. For example, Route 1 with COR Group

154 Programming a Route Digit Mod 2 tells the system to absorb the first dialed digit, so the system deletes the 9 and outpulses the remaining digits on a trunk in Trunk Group 1. The system outpulses the digits after the 9 on one of these available CO trunks. COR Group 1 contains no COR numbers. Any device is allowed to use this route, regardless of what COR number it has. Because Route 10 uses this COR group, no devices will be restricted from using this route. To restrict route 10, include the device s COR number in COR Group 1. In the Station Attributes form, different restrictions can be assigned to Day, Night1 and Night2 modes. This absorbs the leading digit 9. The ARS Routes form associates Route 10 with: -Trunk Group 1, which shows which trunks to use. -COR Group 1, which shows who to restrict from making the call. -Digit Mod 2, which shows how to modify the number. Use the Routing Medium to choose TDM, IP or SIP trunks Automatic Route Selection_rev7.doc

155 Automatic Route Selection (ARS) Dial Tone From the CO If the system sends digits to the CO before the CO supplies dial tone, the digits are lost and the call fails. This situation may occur with analog LS trunks, but not digital trunks. To avoid this problem, we can make the system wait for dial tone before sending the digits. To do this, add a Tone Marker to the Route s ARS Digit Modification Plans form. If this is not done, the system sends the dialed digits the instant that it seizes the trunk. Programming a Tone Marker This Tone Plan marker, T2, references Tone Plan Number 2 in the ARS Call Progress Tone Detection form. This is the tone the system listens for. The tones the system can detect are listed in Detectable Tones on the next page. Usually, only those systems that must detect specific tones, or must insert wait cycles to receive a tone before outpulsing, will need an ARS Call Progress Tone Detection plan If the system detects the tone, it outpulses the digits in the signaling format that the trunk s circuit descriptor specifies, either Loop or DTMF. The possible actions are: -Blank -Outpulse default -Outpulse DTMF -Busy tone and release -Reorder tone and release -Give answer The system waits up to 5 seconds for dial tone from the CO. If the dial tone is not received in this time, the call is released and the caller gets a reorder tone. 19-9

156 Detectable Tones Blank NA dial tone mod 120 NA specialized carrier dial tone NA priority ringback UK congestion tone NZ number unobtainable NA precise audible ringback UK precise audible ringback NA busy tone UK busy tone NZ busy tone IT dial tone GE dial tone Speech UK 50 Hz dial tone NA dial tone mod 133 NA reorder tone UL dial tone UK NU tone NZ dial tone NA precise dial tone UK precise dial tone NA audible ringback tone UK audible ringback tone NZ audible ringback tone MA dial tone If you apply Wait for Dial Tone on a trunk, make sure that the trunk is a type that returns dial tone. Most digital E&M trunks and MSDN/DPNSS trunks connecting PBXs in North America do not send a dial tone (Dial Tone on Incoming Seize). If you apply tone detection to these trunks, the Maximum Wait for Tone timer expires and the system takes the programmed Action on Timeout Automatic Route Selection_rev7.doc

157 Automatic Route Selection (ARS) Planning and Programming ARS Programming ARS requires careful planning. Use the following diagram and planning sheets to plan your ARS programming. The pyramid diagram represents the programming sequence. Start programming at the bottom and move towards the top. Plan and troubleshoot problems from the top down

158 19-12 Automatic Route Selection_rev7.doc

159 Automatic Route Selection (ARS) Plan and Troubleshoot Program Forms 19-13

160 Lab 1 Local Calls Using ARS In this lab, you will be using the following forms, in this order: Trunks > Analog > Trunk Groups form. Call Routing > Automatic Route Selection (ARS) > ARS Digit Modification Plans form. Call Routing > Automatic Route Selection (ARS) > ARS Routes form. Call Routing > Automatic Route Selection (ARS) > ARS Digits Dialed form. Call Routing > Automatic Route Selection (ARS) > ARS Leading Digits form. Note Check with the instructor for details on how the CO is being simulated and how a successful external call is determined. For example, a phone rings or a Recorded Announcement Device (RAD) is heard. Reference Online Help > Contents > System Programming > Initial Configuration > Program Automatic Route Selection Use the supplied planning forms to plan your programming Automatic Route Selection_rev7.doc

161 Automatic Route Selection (ARS) Step Task Expected Result 1 Navigate to the Trunks > Analog > Trunk Groups form. The Trunk Groups form is displayed. 2 In the Trunk Groups form, select Add. The Trunk Groups add window opens. 3 In the Trunk Groups add window: Enter a Trunk Group Number. Select the Terminal radio button for the Hunt Mode. Leave the remaining fields at default. The data is entered. 4 Select Save. The data is saved and displayed in the Trunk Groups form. Step Task Expected Result 5 In the Trunk Groups form, select the new trunk group and then select Add Member. 6 Using range programming, and in reverse order, add the analog trunks created in an earlier module. The Trunk Groups add member window opens. The analog trunks are added to the new trunk group

162 Step Task Expected Result 7 Navigate to the Call Routing > Automatic Route Selection (ARS) > ARS Digit Modification Plans form. 8 In the ARS Digit Modification Plans form, select a desired Digit Modification number and then select Change. 9 In the Digit Modification change window, enter a one in the Number of Digits to Absorb field. Leave the remaining fields at default. The ARS Digit Modification Plans form is displayed. The Digit Modification number is selected and the Digit Modification change window opens. 10 Select Save. The data is saved and displayed in the ARS Digit Modification Plans form Automatic Route Selection_rev7.doc

163 Automatic Route Selection (ARS) Step Task Expected Result 11 Navigate to the Call Routing > Automatic Route Selection (ARS) > ARS Routes form. 12 In the ARS Routes form, select a desired Route number and then select Change. It is recommended to use the same number as the COR Group number that will be used. 13 In the ARS Routes change window: Select TDM Trunk Group from the Routing Medium drop-down menu. Enter the Trunk Group Number previously programmed. Enter a COR Group Number. Best practice is to use the same number as the Route Number. Enter the Digit Modification Number previously programmed. Leave the Digits Before Outpulsing filed blank. Select PSTN Access Via DPNSS from the Route Type drop-down menu. Select Save. The ARS Routes form is displayed. The Route number is selected and the Route change window opens. The data is entered, saved, and displayed in the ARS Routes form

164 Step Task Expected Result 14 Navigate to the Call Routing > Automatic Route Selection (ARS) > ARS Digits Dialed form. The ARS Digits Dialed form is displayed. 15 Select Add. The ARS Digits Dialed add window opens. 16 In the ARS Digits Dialed add window: In the Digits Dialed field, enter the digits to dial to access the routing information. Use wildcards. Select the number of digits needed to complete the number in the Number of Digits to Follow drop-down menu. Select Route from the Termination Type drop-down menu. Enter the Route number previously programmed. Select Save. Program additional Digits Dialed as needed. The data is entered, saved, and displayed in the ARS Digits Dialed form Automatic Route Selection_rev7.doc

165 Automatic Route Selection (ARS) Step Task Expected Result 17 Navigate to the Call Routing > Automatic Route Selection (ARS) > ARS Leading Digits form. 18 Select the Leading Digit 9 entry and then select Change. 19 In the ARS Leading Digit change window, select Yes from the Second Dial Tone dropdown menu. Select Save. The ARS Leading Digits form is displayed. The Leading Digit 9 entry is selected and the ARS Leading Digit change window opens. The data is entered, saved, and displayed in the ARS Leading Digits form. Step Task Expected Result 20 Test the programming by dialing the digits that were programmed. 21 Type DGT TRACE <digit string dialed> in the command window. A CO trunk can be accessed. The ARS digits and the route are displayed in the Response window

166 Step Task Expected Result 22 Use SMDR to verify which trunk was used and what was outpulsed to the CO. The telnet window displays the information. Note The call must be completed to see the SMDR records Automatic Route Selection_rev7.doc

167 Automatic Route Selection (ARS) Lab 2 Emergency Calls Using ARS In this lab, you will be using the following forms, in this order: Call Routing > Automatic Route Selection (ARS) > ARS Routes form. Call Routing > Automatic Route Selection (ARS) > ARS Digits Dialed form. Caution Always allow all desktop devices to dial emergency numbers. The COR Group number used for the emergency routes must not contain any COR numbers. Note Check with the instructor for details on how the CO is being simulated and how a successful external call is determined. For example, a phone rings or a Recorded Announcement Device (RAD) is heard. Reference Online Help > Contents > System Programming > Initial Configuration > Programming Automatic Route Selection Use the supplied planning forms to plan your programming

168 Step Task Expected Result 1 Navigate to the Call Routing > Automatic Route Selection (ARS) > ARS Routes form. 2 In the ARS Routes form, select an available Route number and then select Change. It is recommended to use the same number as the COR Group number that will be used, and that COR Group number must not contain any CORs. 3 In the Route change window: Select TDM Trunk Group from the Routing Medium drop-down menu. Enter the Trunk Group Number previously programmed. Enter the COR Group Number that contains no COR numbers. Enter a Digit Modification Number that absorbs no digits. Leave the Digits Before Outpulsing field blank. Select Emergency from the Route Type drop-down menu. Select Save. The ARS Routes form is displayed. The Route number is selected and the Route change window opens. The data is entered, saved, and displayed in the ARS Routes form Automatic Route Selection_rev7.doc

169 Automatic Route Selection (ARS) Step Task Expected Result 4 Select another available Route number and then select Change. It is recommended to use the same number as the COR Group number that will be used, and that COR Group number must not contain any CORs. 5 In the Route change window: Select TDM Trunk Group from the Routing Medium drop-down menu. Enter the Trunk Group Number previously programmed. Enter the COR Group Number that contains no COR numbers. Enter the previously programmed Digit Modification Number that absorbs one digit. Leave the Digits Before Outpulsing filed blank. Select Emergency from the Route Type drop-down menu. Select Save. The Route number is selected and the Route change window opens. The data is entered, saved, and displayed in the ARS Routes form

170 Step Task Expected Result 6 Navigate to the Call Routing > Automatic Route Selection (ARS) > ARS Digits Dialed form. 7 Add the following: 911, absorbing no digits , absorbing one digit. Digits to Follow must be zero. The ARS Digits Dialed form is displayed. 911 and 9911 digit strings are added is added just in case an emergency caller tries to dial a 9 to access a CO trunk Automatic Route Selection_rev7.doc

171 Automatic Route Selection (ARS) Step Task Expected Result 8 Test the programming by dialing 911 and 9911 on your sets. 9 Type DGT TRACE <digit string dialed> in the command window. A CO trunk can be accessed. The Attendant Console should ring. The ARS digits and the route are displayed in the Response window. Step Task Expected Result 10 Use SMDR to verify which trunk was used and what was outpulsed to the CO. The telnet window displays the information. Note The call must be completed to see the SMDR records

172 Calling Privileges There are usually different levels of calling privileges within an organization, from the executive level who may call almost anywhere, to sales who may be permitted to call anywhere on the continent, and so on, down to those phones restricted to make no external calls. In the system, every device within the database that can dial requires a COR number, which is assigned: To a device in the Station Attributes form. To trunks in the Trunk Attributes form. To restrict a device from making an external call, the device s COR number is assigned to the COR Group associated with the restricted route. The following figure represents a general hierarchy of restrictions, with the center being the least restrictive and the outer circles the most restrictive Automatic Route Selection_rev7.doc

173 Automatic Route Selection (ARS) For example, if it is necessary to restrict directory number 1005 from calling a long distance number, perform the following steps: 1. In the ARS Digits Dialed form, determine which route is used in order to call long distance within North America. The figure shows Route In the ARS Routes form, verify which Class of Restriction Group is used by Route 2. The figure shows COR group In the Station Attributes form, determine the COR number for extension The figure shows COR number In the COR Groups form, program COR number 7 into the COR group 2. This will restrict extension 1005 from making the long distance call

174 Routes, COR Groups, and COR Numbers The diagram shows the relationship between routes, COR Groups, and COR numbers. Route 1 restricts calls from users with COR number 1, which is the only member in COR Group 1. Route 2 allows all calls because there are no COR numbers in the COR Group associated with Route 2. An example of this is emergency numbers. Route 7 restricts calls from all users with COR number 1, 2, 3, 4, and 5, which are all members in COR Group 7. We use this in our example ARS program to block calls to numbers. Route 1 uses COR Group 1 COR Group 1 Phones with any COR Number other than COR 1 may use Route 1. 1 COR Group 1 contains COR number 1. Route 2 uses COR Group 2 Phones with any COR Number may use Route2. COR Group 2 COR Group 2 contains no COR numbers. Route 7 uses COR Group 7 COR Group 7 restricts all users from using this route. COR Group 7 1, 2, 3, 4, & 5 COR Group 7 contains COR numbers 1, 2, 3, 4 and Automatic Route Selection_rev7.doc

175 Automatic Route Selection (ARS) COR Planner The COR planning table lists: Call types that are created in the ARS Planner Example sheet, listed down the left column. Various types of users and assigned COR numbers, listed in the center column. COR numbers placed into COR Groups, listed in the right column. To use the planner, follow each call type across the table and restrict the COR numbers that do not have calling privileges for that call type. Notice that you can observe the restrictions imposed on any COR number by the entries in its column. User Call Type ARS Digits Dialed Form No Access Lobby Phones Junior Staff Senior Staff Executive/ Attendant COR 1 COR 2 COR 3 COR 4 COR 5 COR Groups Required in COR Groups Form COR # in Station Attributes Form Grp: Members 9+Local R 1: : : R R R R 4: R R R 5: (Telco) R R R R 6: R R R R R 7: Long Distance R R R 8: R R R R 9: , 904, 907 R R 10: 1, (Tech support) (Radio contest line) R R 11: 1,2 R R R R 12: R R R R 13:

176 COR Group Planner To assign these privileges to specific phones, use the Station Attributes form, User and Device Configuration form, or User and Device Attributes form. The system operates in one of three modes, Day, Night1, or Night2. The attendant puts the system in day mode during normal business hours, night1 mode after normal business hours, and perhaps night2 during the late night hours. A phone can be assigned different external calling privileges in each of these modes. The Station Attributes form is shown below Automatic Route Selection_rev7.doc

177 Automatic Route Selection (ARS) Preventing Toll Fraud This section provides some examples of how to minimize toll fraud by internal users and external callers. They highlight areas, which, if not programmed correctly, can allow unauthorized toll access. Note More information can be found in the Technical Knowledge Base on the MOL web site. Mitel disclaims any express or implied warranty that its equipment is technically immune from or prevents fraudulent intrusion into, or unauthorized use of, its telecommunications system, including its interconnection to the long distance network. Caution Mitel strongly recommends that PBX owners and/or the service personnel, program an appropriate COR to all system ports to control external dialing capabilities through Station Ports, Voice Mail Ports, DISA Trunks and all Dial- In-Trunks. This approach has proven effective in implementing a system that minimizes the occurrence of toll fraud. The 3300 ICP ESM forms are designed to offer a very flexible and highly customized programming structure and must be carefully programmed to prevent users from defeating your toll restriction plan. Types of Telephone Fraud External fraud is possible on systems using any combination of Direct Inward System Access (DISA) and/or Dial-in Trunks integrated with Auto Attendant or peripheral interfaced Auto Attendant/Voic and RAD groups. Internal fraud is possible if employees are using External Call Forward, Trunk-to-Trunk Connection Without Third Party, and and numbers. ARS programming using COR group assignments is the only proper way to minimize toll fraud. It is very important that only employees who require toll access be given telephone privileges. For example, a lobby telephone would be denied toll access unless it is authorized through attendants. COS options should be controlled with: Individual Trunk Access, which will bypass all ARS and COR restrictions Public Network to Public Network Connection Allowed, to allow trunks to be connected together without a third party Call Forwarding (External Destination), to allow extension users to forward their telephone to external trunks

178 800-numbers are traditionally free calls, but some COS can allow the reversal of 800-charges. So it may be necessary that programmers designate 800-calls as toll calls for the company. 900-numbers and any information service calls should be COR-restricted from all users except those who require access for their job function. SMDR can be used to track internal users and control their calls, which is a deterrent for toll abuse by internal callers. It is important to note that System Speed Calls be subject to toll control. Access to system speed calls should be controlled through the System Speed Calls form, where toll control can be enabled. It is also important to note that Speed Call via the keys located on a set will be subject to toll control only if the set is COR restricted. Note Speed Calls are discussed in a later module. In most applications, users are allowed to access 911 without restriction. The DISA-trunk automated attendant, which allows the transfer to an external call, should be considered to be COR-restricted from dialing 911 to avoid any possibility of abuse from this source. ARS Digit String ARS digit-string entries are the heart of every toll-control plan and should be analyzed very closely. It is extremely important that the programmer clearly understands which digit-string entries the system will find to be the closest match to the digit string dialed. What ARS finds to be the closest match will not always be the same digit-string entry that the programmer intended the dialed digits to match Automatic Route Selection_rev7.doc

179 Automatic Route Selection (ARS) Example #1 A programmer expects that users dialing 901 would access route 2 only and that those dialling 90 would access route 1. ARS Leading Digits Form ARS Digits Dialed Form Leading Digit Second Dial Tone COR Group Number Digits Dialed Number of Digits to Follow Termination Type 9 Yes 90 Unknown Route 1 9 Yes 901 Unknown Route 2 Termination Number Generally, the programming works, but there is a chance that users may be able to beat the system by making a 901 call via route 1, with no SMDR record. Users dial 90, wait for the inter-digit timer to expire, and then dial 1. After the inter-digit time-out, the closest match to the digit string dialed is 90. The system then dials 0 via route 1 and connects the station directly to the CO trunk with no further toll control. Digits dialed after the interdigit time-out will not be captured in the SMDR. To prevent the system from accessing the undesired route, the Digits Dialled should be programmed to avoid non-unique match or ambiguous entries, as shown below. 9-0 calls, with no further digits dialed, will be blocked because there is no match in the Digits Dialed field after the inter-digit time-out. ARS Leading Digits Form ARS Digits Dialed Form Leading Digit Second Dial Tone COR Group Number Digits Dialed Number of Digits to Follow Termination Type 9 Yes 901 Unknown Route 2 9 Yes 902 Unknown Route 1 9 Yes 903 Unknown Route 1 9 Yes 904 Unknown Route 1 9 Yes 905 Unknown Route 1 9 Yes 906 Unknown Route 1 9 Yes 907 Unknown Route 1 9 Yes 908 Unknown Route 1 9 Yes 909 Unknown Route 1 9 Yes 900 Unknown Route 1 Termination Number Note The selection of Alternate second dial tone is not designed for N.A. operation

180 COR Groups The COR Groups form is used to gather COR numbers into groups to enforce toll restriction. A COR group number, not a COR number, is assigned to the ARS Routes form in ARS programming. The following examples show how to restrict internal, local, and long distance calls, using COR. Note These examples do not imply that ARS should be programmed this way. Example #2 - No Restriction from the Leading Digit 9 Not all stations are COR-restricted from the leading digit 9. The entry 0-9 is intended to pick up all local and long-distance calls, leaving the customer open to all long-distance calls and potentially to a very high telephone bill. The following should not be a typical ARS program because it does not provide any toll-control protection. ARS Leading Digits Form ARS Digits Dialed Form Leading Digit Second Dial Tone COR Group Number Digits Dialed Number of Digits to Follow Termination Type 9 Yes 90 Unknown Route 1 9 Yes 91 Unknown Route 1 9 Yes 92 Unknown Route 1 9 Yes 93 Unknown Route 1 9 Yes 94 Unknown Route 1 9 Yes 95 Unknown Route 1 9 Yes 96 Unknown Route 1 9 Yes 97 Unknown Route 1 9 Yes 98 Unknown Route 1 9 Yes 99 Unknown Route 1 Termination Number Automatic Route Selection_rev7.doc

181 Automatic Route Selection (ARS) Example #3 - Internal Restriction All stations and trunks with COR defined in COR group 2 will be restricted from the leading digit 9. Certain stations and trunks are restricted from accessing the local and long-distance network. A typical application for this ARS program is on a lobby phone that has numerous users. In the Station Attributes form: Directory Number Intercept COS COR Number Day Night1 Night2 Day Night1 Night Default Account Code In the COR Groups form: COR Group Number COR for Group 1 2 3, 4, and through 64 ARS Leading Digits Form ARS Digits Dialed Form Leading Digit Second Dial Tone COR Group Number Digits Dialed Number of Digits to Follow Termination Type 9 No 2 90 Unknown Route 1 9 No 2 91 Unknown Route 1 9 No 2 92 Unknown Route 1 9 No 2 93 Unknown Route 1 9 No 2 94 Unknown Route 1 9 No 2 95 Unknown Route 1 9 No 2 96 Unknown Route 1 9 No 2 97 Unknown Route 1 9 No 2 98 Unknown Route 1 9 No 2 99 Unknown Route 1 Termination Number 19-35

182 Example #3 - Long-Distance Call Restriction All stations with COR numbers 3, 4 or 5 in COR group 2 will be restricted from longdistance 0 and 1 calls. In this set-up, all extensions have access to the local network, but only selective extensions will have access to the toll network. In the Station Attributes form, DNs 1000, 1001, and 1002 have been COR restricted in day and night service: Directory Number Intercept COS COR Number Day Night1 Night2 Day Night1 Night Default Account Code In the COR Groups form: COR Group Number 1 COR for Group 2 3, 4, and through 64 In the ARS Routes form, the route number that is to be COR-restricted should be assigned a COR Group Number that contains the COR Number. Route Number Trunk Group Number COR Group Number Digit Modification Number Digits Before Outpulsing XNET Trunk Group Number Route Type Compression Automatic Route Selection_rev7.doc

183 Automatic Route Selection (ARS) In the ARS Leading Digits form, the system is programmed so that leading digits 0 and 1 take route 2, restricting any member in COR group 2 from accessing route 2. ARS Leading Digits Form ARS Digits Dialed Form Leading Digit Second Dial Tone COR Group Number Digits Dialed Number of Digits to Follow Termination Type 9 No 4 90 Unknown Route 2 9 No 4 91 Unknown Route 2 9 No 4 92 Unknown Route 1 9 No 4 93 Unknown Route 1 9 No 4 94 Unknown Route 1 9 No 4 95 and up Unknown Route 1 Termination Number Example #4 Maximum Digits To further secure the restriction level shown in Example 3, limit the maximum digits able to be dialed on a trunk by a station. These limits are defined below. All stations with COR numbers 3, 4, and 5 cannot dial more than 10 digits against the COR, including leading digit 9. With this level of security, whether stations with a COR of 2 and 3 are COR-restricted from accessing route 2 or not, they will be prevented from making long-distance calls because they cannot dial more than 10 digits. Note This example does not apply to areas where users must dial an area code to make a local call. In the ARS Maximum Dialed Digits form: COR Number of Digits Allowed 1 Unlimited Unlimited 19-37

184 Trunk CORs All dial-in-trunks including DISA, TIE, DID and ISDN should be considered for COR restriction. If these dial-in-trunks are accessible by external users, then these trunks should be treated like an extension and should only be allowed certain privileges. If we follow this rule then the trunk attributes would have the following set up. Based on the above ARS programming, once COR restriction is applied to trunk service number 1 and 2, any trunk assigned to either service number will be restricted from placing longdistance calls beginning with 0 or 1. If possible, the programmer should also limit the maximum number of digits to be dialed on another trunk. Example #1 DISA Trunk Attributes Form Trunk service number: 1 Release Link trunk: Class of Service: 1 Class of Restriction: 3 Baud Rate: Intercept Number: 1 Non-Dial-in Trunk Answer Point: Day: 300 Non-Dial-in Trunk Answer Point: Night1: 300 Non-Dial-in Trunk Answer Point: Night2: 300 Dial Trunks Incoming Digit Modification: Absorb Dial Trunks Incoming Digit Modification: Insert Trunk Label: DISA Example #2 TIE/ISDN Trunk Attributes Form Trunk service number: 2 Release Link trunk: Class of Service: 1 Class of Restriction: 3 Baud Rate: Intercept Number: 1 Non-Dial-in Trunk Answer Point: Day: Non-Dial-in Trunk Answer Point: Night1: Non-Dial-in Trunk Answer Point: Night2: Dial Trunks Incoming Digit Modification: Absorb 0 Dial Trunks Incoming Digit Modification: Insert Trunk Label: TIE/ISDN Automatic Route Selection_rev7.doc

185 Automatic Route Selection (ARS) Example #3 DID Trunk Attributes Form Trunk service number: 3 Release Link trunk: Class of Service: 1 Class of Restriction: 1 Baud Rate: Intercept Number: 1 Non-Dial-in Trunk Answer Point: Day: Non-Dial-in Trunk Answer Point: Night1: Non-Dial-in Trunk Answer Point: Night2: Dial Trunks Incoming Digit Modification: Absorb 0 Dial Trunks Incoming Digit Modification: Insert Trunk Label: DID DISA and Dial-In Trunks DISA presents the greatest potential for abuse by external callers. Two levels of security can be provided by restricting the COR and COS of the DISA trunk from making external calls unless a Verified Account Code is dialed after the DISA access code. The Verified Account Code changes the COR and COS of the normally-restricted DISA trunk, allowing external access for legitimate users. The use of 12-digit account codes results in the greatest number of possible account-code combinations and presents the greatest deterrent for system abuse. All dial-in trunks must be COR restricted from directly placing external calls. In most applications, only a limited number of digit strings will ever be dialed inward on E&M or DID trunks, but it is important to be aware that these trunks can directly access ARS. It is very important to note that if the system is programmed to allow users to call into the switch and then call back out, no matter how complex the dialing process is, maximum protection from fraudulent calls cannot be achieved without the implementation of COR, COS, and Independent Account Codes against the incoming trunk, with the provision that there can be no guarantees when dealing with fraudulent behavior. If DISA is only used to call internal extensions, then Interconnect Restrict the DISA trunk from all outgoing trunks. When enabling COS options, caution should be given to Individual Trunk Access and Independent Account Codes. COR assignments must be enabled for dial-in trunks. Forced Account codes must be used wherever possible and the maximum account code digit string length should be used. The maximum number of digits dialed, which is defined by COR, should also be considered. Trunk protocol errors can be encountered during the release state initiated by the PBX, resulting in toll fraud. These errors occur when the internal PBX port hangs up, but the external party stays off-hook longer than the Release Acknowledge Timer, as programmed in the trunk s Circuit Descriptor on the PBX, and shorter than the release timer of the CO equipment. The PBX treats this as a new call, opening the door for hackers

186 Caution The appropriate COR and COS must be programmed against the incoming trunks as described here to minimize toll fraud. In addition, the trunk circuit descriptor can be adjusted for proper trunk protocol handling with the Telco by increasing the Release Acknowledge Timer to a value that exceeds that of the release timer of the CO equipment. System Access Points Form The DISA directory number is programmed in the System Access Points form. The two types of DISA assignments are: DISA without account codes. DISA with forced account codes. DISA Directory Number If the installer programs the section DISA Directory Number, then anybody dialing this number will receive DISA dial tone and can access any ARS without dialing an account code. This is dangerous if this is the trunk answer point and the trunk is not COR restricted. Let s assume that the DISA trunk is COR-restricted and cannot access any toll trunks, and the DISA trunk is not forced to dial account codes. If legitimate users access the DISA trunk, they would dial the feature access code for the account code, which can be up to four digits in length and can include * and #, and then the independent account code, which can be up to 12 digits in length. When the proper account code is entered, it changes the COR and allows a toll call. So an authorized caller is required to dial up to 16 digits, including a feature access code, before making a toll call. This does not prevent hackers from breaking in, but it makes it more difficult. Note The DISA trunk will only allow three attempts at the correct password. After that, the user will be restricted from dialing any more digits until the next time the trunk is accessed. DISA Forced Account Code If the installer programs the section DISA Forced Account Code - Directory Number, the system will force an account code, but the feature access code for the account code is not required. This account code would be programmed in the Independent Account Codes form. The longer the account code is, the more difficult it is to break in. In this form, the system can also control the COS and COR of the DISA trunk. The COS of both the DISA trunk and the Independent Account Codes should have limited options. For example, it should not have the option of Individual Trunk Access. If this option is enabled, the DISA trunk will be able to access trunks and override all toll restrictions. It is very important that caution be exercised when assigning a COS to a DISA trunk and to an Independent Account Code Automatic Route Selection_rev7.doc

187 Automatic Route Selection (ARS) If a customer wishes to make it more difficult for the DISA trunk to access the ARS network, then the COS for that account code could force a user to enter yet another account code, thus adding more digits for the user to dial. For example, a user accesses the DISA and receives dial tone. The system is set up for a 12-digit account code. The user dials and receives a second dial tone. The COS in the Independent Account Code form forces the user to enter a second account code, so the user must now dial the same 12-digit account code or a different code. This creates a total of 24 digits that the DISA user must dial to access the toll network

188 Lab 3 Restricting Numbers Using ARS In this lab, you will be using the following forms: Users and Devices > Advanced Configuration > Station Attributes form. System Properties > System Feature Settings > Class of Restriction Groups form. Call Routing > Automatic Route Selection (ARS) > ARS Digits Dialed form. Note Check with the instructor for details on how the CO is being simulated and how a successful external call is determined. For example, a phone rings or a Recorded Announcement Device (RAD) is heard. Reference Online Help > Contents > System Programming > Initial Configuration > Programming Automatic Route Selection Use the supplied planning forms to plan your programming. Step Task Expected Result 1 Plan the data that you need to make the following calls work with no restrictions. Directory Information 411 Toll free calls (or 888) + 7 digits 2 Complete your ARS programming and verify that: Using sets with permission, calls can be completed. Using sets with restrictions, calls are denied. 3 Use the DGT TRACE <digit string dialed> command to verify that the correct digits are passed to the CO and the correct route is being used. The planning sheet is completed. Calls can be made or calls are denied. The dialed digits and the route are displayed in the response field. Call Type Lobby 1005 Worker Bees 1004 Customer Service 1003 Managers 1002 Attendant and Executive 1000/1001 COR Groups in COR Groups Form ARS Digits Dialed Form COR 1 COR 2 COR 3 COR 4 COR 5 COR # in Station Attributes Form Grp: Members R R R digits R Automatic Route Selection_rev7.doc

189 Automatic Route Selection (ARS) 19-43

190 Note - Mitel Integrated Configuration Wizard Practice The following MiCW screen is used to perform some of the same programming that was just implemented. If you are configuring MiCW in parallel with the remaining labs in this course, then proceed to this screen Automatic Route Selection_rev7.doc

191 Automatic Route Selection (ARS) Questions For questions 1 through 6, refer to this COR planner. Call Type Lobby 1005 Worker Bees 1004 Customer Service 1003 Managers 1002 Attendant and Executive 1000/1001 COR Groups in COR Groups Form ARS Digits Dialed Form COR 1 COR 2 COR 3 COR 4 COR 5 COR # in Station Attributes Form Grp: Members R R R R R R R R R R R digits R R R R R digits R digits R Any # of digits R R R R R digits digits digits R R R R R digits digits

192 1. Who can call ? 2. Which users are in COR Group 3? 3. Why are there no users in COR Group 2 used for 9911? 4. Which COR Groups has all users restricted? 5. Which area codes can a worker bee employee call? 6. The Tech support line has changed its number to What is the next matched route for this new number? Who can reach them now? Which extension(s) are never permitted to make long distance calls? Automatic Route Selection_rev7.doc

193 Automatic Route Selection (ARS) In the following five scenarios, an extension user dials an external directory number. Predict what the system will do with the call based on the ARS Planner sheet. 7. Extension 1400 dials Use the completed programming forms in the ARS Planner sheet and the ADDITIONAL INFORMATION listed below to answer the next questions. ADDITIONAL INFORMATION: Operational Mode: DAY mode Busy Trunks: 4,5,7-9 What is outpulsed in this scenario? a. Nothing, no trunks available for this call b. Nothing, call is blocked by system c d e f g h Which trunk will be used for the call made in this scenario? a. No trunk used; no trunks available for this call b. No trunk used; call is blocked by system c. Trunk 5 d. Trunk 6 e. Trunk 7 f. Trunk

194 8. Extension 1000 dials Use the completed programming forms in the ARS Planner sheet and the ADDITIONAL INFORMATION listed below to answer the next questions. ADDITIONAL INFORMATION: Operational Mode: Day Mode Busy Trunks: What is outpulsed in this scenario? a. Nothing, no trunks available for this call b. Nothing, call is blocked by system c d e f g h Which trunk will be used for the call made in this scenario? a. No trunk used; no trunks available for this call b. No trunk used; call is blocked by system c. Trunk 7 d. Trunk 8 e. Trunk 9 f. Trunk 10 g. Trunk 11 h. Trunk Automatic Route Selection_rev7.doc

195 Automatic Route Selection (ARS) 9. Extension 1800 dials Use the completed programming forms in the ARS Planner sheet and the ADDITIONAL INFORMATION listed below to answer the next questions. ADDITIONAL INFORMATION: Operational Mode: Day Mode Busy Trunks: 4 7 and What is outpulsed in this scenario? a. Nothing, no trunks available for this call b. Nothing, call is blocked by system c d e f g h Which trunk will be used for the call made in this scenario? a. No trunk used; no trunks available for this call b. No trunk used; call is blocked by system c. Trunk 4 d. Trunk 7 e. Trunk 9 f. Trunk 10 g. Trunk 11 h. Trunk

196 10. Extension 1900 dials Use the completed programming forms in the ARS Planner sheet and the ADDITIONAL INFORMATION listed below to answer the next questions. ADDITIONAL INFORMATION: Operational Mode: Night Mode 1 Busy Trunks: 4 8 What is outpulsed in this scenario? a. Nothing, no trunks available for this call b. Nothing, call is blocked by system c d e f g h Which trunk will be used for the call made in this scenario? a. No trunk used; no trunks available for this call b. No trunk used; call is blocked by system c. Trunk 4 d. Trunk 5 e. Trunk 9 f. Trunk 10 g. Trunk 11 h. Trunk Automatic Route Selection_rev7.doc

197 Automatic Route Selection (ARS) 11. Extension 1700 dials Use the completed programming forms in the ARS Planner sheet and the ADDITIONAL INFORMATION listed below to answer the next questions. ADDITIONAL INFORMATION: Operational Mode: Night Mode 2 Busy Trunks: 4 8 What is outpulsed in this scenario? a. Nothing, no trunks available for this call b. Nothing, call is blocked by system c d e f g h Which trunk will be used for the call made in this scenarion a. No trunk used; no trunks available for this call b. No trunk used; call is blocked by system c. Trunk 7 d. Trunk 8 e. Trunk 9 f. Trunk 10 g. Trunk 11 h. Trunk

198 19-52 Automatic Route Selection_rev7.doc

199 Digital Trunks 20 Objectives When you finish this module, you will: Understand the different types of digital trunks. Be able to connect digital trunks to the controller. Configure digital trunks. Synchronize digital trunks in a networked environment. Know the supported protocols for digital trunking. Program T1 digital trunks. Program an NSU s ISDN PRI/QSIG protocol using IMAT. Use maintenance commands to monitor T1 links.

200 Reference Online Help > Contents > System Programming > Trunks > Digital Trunks > Program Embedded PRI/QSIG Trunks Online Help > Contents > System Programming > Trunks > Digital Trunks > Program PRI/QSIG Trunks 20-2 Digital Trunks_rev6.doc

201 Digital Trunks Digital Trunks There are two primary methods of providing signaling over digital trunks. Channel Associated Signaling (CAS) CAS is used with T1/D4 digital links, with each link supporting 24 trunks, or channels. Each T1 trunk can be: An E&M trunk, used to tie co-located or remote PBXs together A LS/GS trunk, simulating an analog version of the trunk A DID trunk, simulating an analog version of the trunk. Common Channel Signaling (CCS) CCS is used with PRI, QSIG and Mitel Services Digital Network (MSDN) digital links, with each link supporting 23 channels. ESM Forms All digital link types, T1/D4, PRI, QSIG and MSDN use the same six ESM forms: Digital Link Descriptors Digital Links Trunk Circuit Descriptors, specific to the trunk type MSDN-DPNSS-DASSII (DPNSS-Digital Private Network Signaling System) Digital CO Digital E&M Digital DID Trunk Attributes Digital Trunks Network Synchronization 20-3

202 Installation Summary The following is an installation summary, giving the major steps for installing T1 trunks on the system. These procedures must be performed on each of the PBXs connected by the T1 link. Install the hardware Dual T1/E1 Framer T1/E1 Combo Dual FIM modules Universal NSU Program the Controller Modules or NSU with a programmed type and protocol. Program the links to tell the system what software to use to drive the links. Program the trunks to establish trunk types. Obtain information about link performance and take action where required Digital Trunks_rev6.doc

203 Digital Trunks Planning the Network Planning the network consists of: Managing Call Collisions on Digital E&M Trunks When callers at either end of a network link simultaneously seize the same E&M trunk on the link, it is best if one of the PBXs backs down and allows the other to use the trunk. This allows at least one of the parties to make the call and no unintended connections are established. On E&M trunks, the 3300 ICP uses the AT&T collision protocol. One end backs down while the other does not. This is controlled with the Backoff/No Backoff value in the Digital E&M Trunk Circuit Descriptors. The system at one end should be set to Backoff while the other end is set to No Backoff. Managing Call Collisions Synchronizing the Network Each 3300 ICP has a clock that controls its T1 data transmission and reception speed. To communicate effectively with a system at the other end of a T1 link, one system s clock must operate at the same speed as the other system s clock. If the clocks operate at different speeds, the systems get out of synch with each other. Eventually one system resets its clock. This synchronizes the clocks, but some data is lost in the reset. Voice and Data A system clock reset affects voice and data connections differently. In a voice connection, the user may hear an almost unnoticeable click. Minor slips do not adversely affect analog modem connections. With a data connection at 56 or 64 kbps, some of the transmitted data is lost. If there is error checking between the communicating devices, it will cause a request for retransmission. If there is no error checking, the data is permanently lost. 20-5

204 Adjusting Clock Speeds It is better if one system speeds up or slows down its clock in an ongoing basis to match the speed of the other system s clock. Clock resets are then not necessary and no data is lost. The system that adjusts its clock to match the speed of the other system is called the slave system. When you assign a synch source in the Network Synchronization form, the system begins to automatically adjust its clock to the synch source in the other system. The following diagram shows the master-slave relationships for each of five links in a network. Notice that the clock in PBX 1 is slaved, or synchronized, to the CO clock over Link A. The clocks in PBXs 2, 3, 4, and 5 are slaved to PBX 1 s clock. In this scenario, the CO clock is the master clock for the entire network. Synchronizing a Network 20-6 Digital Trunks_rev6.doc

205 Digital Trunks Programming Network Synchronization In the Network Synchronization form, list the link(s) to which you want your system s clock to synchronize. If your system has links to more than one system, list the links in the order in which you want your system to use them as synch sources. If a synch source fails, the system will synchronize to the next synch source listed in its Network Synchronization form. If the preferred synch source returns to service, the system will synchronize to it again. If your system has a T1 connection to the public network, you should synchronize to that clock source, like PBX 1 above. Other network nodes should synch to that system, like PBXs 2, 3, 4, and 5 above. Note If your PBX is the master clock source for the entire network, the Network Synchronization form must have no entries in it. 20-7

206 Primary Rate Interface (PRI) ISDN Trunks Primary Rate Interface (PRI) ISDN and QSIG trunk protocols are supported on the 3300 ICP and are connected through: Dual T1/E1 Framer modules on the MXe. T1/E1 Combo modules on the MXe and CX/CXi. Universal Network Services Unit (NSU) The Dual T1/E1 Framer and T1/E1 Combo modules are fitted directly into the appropriate module slot of the 3300 Controller. The NSU is connected to the 3300 controller with a fiber cable. Dual T1/E1 Framer T1/E1 Combo Module Physical Connections The Dual T1/E1 Framer, T1/E1 Combo module, and NSU all have RJ45 connectors on the: Front of the Dual T1/E1 Framer or T1/E1 Combo module. Back of the NSU. The links have status LEDs. Both links on the NSU have switches for setting impedance and providing a TX and RX crossover. Reference Refer to the Technician's Handbook for LED status and switch settings Digital Trunks_rev6.doc

207 Digital Trunks Protocols Reference Online Help > Forms Reference > Forms H to M > ISDN Protocol. Select the options table in the Description column under Protocol and Protocol Variant. The Dual T1/E1 Framer or T1/E1 Combo Module T1 links support the following protocols: ISDN PRI QSIG T1/D4 The NSU T1 links support the following protocols: T1/D4 MSDN/DPNSS PRI QSIG Note Both links of the NSU must run the same protocol. The following table summarizes the support capabilities of each type of hardware. Dual T1/E1 Framer T1/E1 Combo Universal NSU T1 E1 T1 E1 T1/D4 Digital E&M, Digital CO, Digital DID Format T1/DS1 MSDN/DPNSS/DASSII CEPT MSDN/DPNSS/DASS II ISDN PRI Euro-ISDN PRI Q.Sig 20-9

208 Programming PRI/QSIG Programming a T1 link as PRI/QSIG is done by first programming the T1 digital links, and their 23 channels each, into the database. Then program the ISDN PRI or QSIG protocol onto the link. The PRI/QSIG protocol programming on the embedded modules is slightly different than the programming on the NSU. With the embedded modules, you program the PRI/QSIG protocol at the same time as the digital trunks. This PRI module is in three parts: Programming T1 Digital Links, which is common to both the embedded modules and the NSU. Programming PRI/QSIG on embedded modules. Programming ISDN PRI/QSIG Protocol on the NSU. With the NSU, first program the digital links in ESM and then program the PRI/QSIG protocol directly into the NSU using a PC connected either through the serial connector or an Ethernet connection, which is the preferred method. The Mitel-supplied ISDN Maintenance and Administration Tool (IMAT) program is used for this. IMAT is available in the 3300 Software CD in the Tools folder Digital Trunks_rev6.doc

209 Digital Trunks T1 Digital Trunk Programming Use the Controller Module Configuration form to configure the T1/E1 modules and the Dual FIMs. Use the Dual T1/E1 Framers form to assign the T1 protocol to the T1/E1 Modules. Use the Network Services Units form to indicate that the NSU is connected via a Dual FIM or as a secondary unit. The links use the Universal T1 protocol

210 Controller Module Configuration Form In this example, a dual FIM is programmed to Module 1 and the Dual Framer to Module 2. The next step is to configure the NSU and Dual T1/E1 Framer module. Dual T1/E1 Framers Form In this example, the Dual T1/E1 Framer module is assigned as Unit 7. If you have several NSUs in your system, each with a unit number, you may have to manually check in the Network Services Units form to determine the next available unit number. Set the Interface Type for each port on the Dual T1/E1 Framer module. E1 in EMEA T1 in NA Network Services Units Form In this example, the NSU is assigned as Unit 6 and the protocol as Universal T Digital Trunks_rev6.doc

211 Digital Trunks Digital Trunk Forms For the T1/E1 modules and the NSU, the ISDN menu is used. The following forms are programmed: Digital Link Descriptors Digital Links MSDN-DPNSS-DASSII Trunk Circuit Descriptor Trunk Attributes Digital Trunks Class of Service Options Network Synchronization The T1 trunks need to have options set in their COS, and the extensions that will use the trunks need options in their respective COS forms. Finally, ARS is programmed to allow outgoing calls to be made

212 Digital Link Descriptors Form This form defines the digital link and the protocol to be used on the T1/E1 module or NSU. Reference Online Help > Contents > Forms Reference > Forms D to G > Digital Link Descriptors Note The Voice Encoding and Data Encoding values are different depending on whether you are using an NSU or T1/E1 Framer module. The following tables show the correct values. Parameter Voice Encoding Data Encoding Description Only valid for programming the voice encoding method of the: CEPT Formatter II DS1/T1 Formatter II (Universal T1/E1) NSU cards Possible values are: Nil for no change ADI for alternate digit inversion (even bits inverted) Invert for all bits inverted Inverted ADI for odd bits inverted NOTES: LA NSU (Universal T1/E1) is set to Inverted ADI when calling from the SX FD to a 3300 ICP (DSU to NSU). NA NSU (Universal T1), set to Invert. NA NSU (Universal E1) direct connect to Universal E1, set to ADI. UK NSU (Universal E1), set to ADI. UK NSU (Universal T1) direct connect to Universal T1, set to Invert. Embedded PRI: T1 in NA and E1 in Europe are set to Nil by default. However, if you experience garbling on the trunks, set Voice Encoding to Invert. E1 in NA or T1 in Europe must have voice encoding set to ADI. Only valid for programming the data encoding method of the: CEPT Formatter II DS1/T1 Formatter II NSU cards Possible values are: Nil for no change ADI for alternate digit inversion (even bits inverted) Invert for all bits inverted Inverted ADI for odd bits inverted Digital Trunks_rev6.doc

213 Digital Trunks Assign a unique index number. One end of the link is set to A and the other end set to B. Program ISDN node for PRI. For Dual T1/E1Framer only. If using ISDN cross-over cables, select LT. If using straight through cables, select NT. NT=Network Termination (default) LT=Line Termination 20-15

214 Digital Links Form The descriptor is assigned to the digital links here. In this example, descriptor 3 is assigned to , which is the Dual T1/E1 Framer module in Controller Module position 2. MSDN/DPNSS/DASSII Trunk Circuit Descriptor Form This form defines the protocol to be used on each of the 23 channels. The system uses the MSDN/DPNSS protocol even though the link is set-up for ISDN/PRI. In this example, descriptor number 5 has been created Digital Trunks_rev6.doc

215 Digital Trunks Trunk Attributes Form This form defines how incoming calls are handled. Create a physical answer point, such as the operator console, by entering numbers in the Day, Night1, and Night2 fields. If the trunk is a DID trunk, leave the D/N1/N2 fields blank and program the Dial In Trunks Incoming Digit Modification fields as required. If the digits received from the exchange need to be modified, absorb digits and then insert digits as needed. This may be useful if the digits received do not match the DID extension range that you are using. Caution In the Trunk Attributes form, either fill out the three Non-dial In Trunk fields or fill out the Dial In Trunk fields, but never both. For dial-in trunks, if no digit absorption is required, you must put a zero in the Absorb field. If the DID range does not match the extension range at all, you may have to use the System Speed Call tables, with 1000 entries, to provide a look up table

216 Digital Trunks Form In this form, the 23 channels of the link are added to the database. Program a range of trunks by using a suitable trunk number, and then enter the Trunk Service number and Trunk Circuit Descriptor that were previously created. Select the first circuit of the NSU or T1/E1 module. In this example, the T1/E1 module PLID has been selected. Select the first circuit, and then select Change. In this example, 23 trunks are being added by using range programming. The first trunk is 100 and is incremented by 1. The Trunk Service Number is 1 and the Circuit Descriptor Number is Digital Trunks_rev6.doc

217 Digital Trunks Network Synchronization Form All controllers need to have a master clock source in order to keep the digital T1 links in synchronization. This clock is usually provided on the link from the Service Provider. The Network Synchronization form can be programmed with multiple choices for the clock source. If the system has only a T1 ISDN PRI connection, then only the first clock source is programmed using the PLID of that link. If you have more than one T1 ISDN link, then program them as second, third, and so on. In the event that the first link fails, the system can still get the clock. Class of Service Options Form For the trunks to operate correctly and for incoming Calling Line information to display, the trunks must have options set in their COS. COS Options for Trunks 20-19

218 Similarly, all extensions dialing out on these trunks must have options set in their respective COS. COS for Extensions Digital Trunks_rev6.doc

219 Digital Trunks NSU Boot Process When programming the digital link of an NSU is complete, the software is downloaded from the controller into the NSU. If a serial cable is connected between the NSU and a PC running HyperTerminal, you can see the boot messages. The figure shows a capture of information from the serial port showing that the NSU was loaded with CEPT/DPNSS software and is being loaded with PRI software. SS_StartupTask Complete! Card's Datetag found: Dt: SX2KVDSU 11-APR :22 [VER ] Comparing datetags... Card's Tag : Dt: SX2KVDSU 11-APR :22 [VER ] Load's Tag : Dt: NSU_PRI 21-MAR :30 [VER ] SS: Initiated NSU Software Upgrade... Caution This process can take about 20 minutes. The NSU must not be interrupted. The status LEDs, L0 and L1 on the front of the NSU indicate what is happening: Yellow and Green alternating between L0 and L1 - downloading software, which takes about 15 to 20 minutes Yellow alternating between L0 and L1 - decompressing and loading software, which takes about 2 to 4 minutes. After the download is complete, the NSU should be rebooted. This download and reboot is only required once during installation. If the NSU programming is changed, such as from PRI to DNPSS, the process must be repeated

220 Dual T1/E1 Framer Boot Process The Dual T1/E1 Framer Module does not require a reboot after the digital trunk programming has been completed. Continue with programming the T1 ISDN protocol to the two links. If you are programming an NSU, go to the Programming the NSU s PRI/QSIG Protocol Using IMAT section of this module Digital Trunks_rev6.doc

221 Digital Trunks Programming PRI/QSIG on the Dual T1/E1 Framer Module Once the digital trunk programming forms are complete, continue with the ISDN menu options. Follow each menu item to program the ISDN PRI/QSIG protocol onto the links

222 ISDN Protocol Form In this example, the Dual T1/E1 Framer Module is in position 2 as assigned in the Controller Module Configuration form. Select the T1/E1 module, and select Change. Select the values as shown. If you are configuring the link as QSIG, set the Protocol accordingly and configure the other options. In the Outgoing Call Characteristics folder, the necessary protocols for ISDN PRI are set against the NSU or T1 Framer link. Use the defaults for: Bearer Capabilities High Layer Compatibility Calling Line Restriction Digital Trunks_rev6.doc

223 Digital Trunks DID Ranges for Calling Party Number (CPN) Substitution Form This form allows you to define the number that you send out onto the network that will be displayed as the CPN at the far end. By default, it is not enabled, so no number is sent. Create an index defining an extension range of who is making the outgoing call, and the number that will actually be sent. See the following example. The DID number range you have is xxx, but your extension numbering plan is 1xxx. When an extension in the range of 1000 to 1150 makes an outgoing call, CPN Substitution changes 1xxx to 9xxx. If the extension making the call is not in the index range, it is ignored. In this case, either no number is sent or, if it is programmed, a Default Voice CPN is sent. You can create as many indexes as required and use them on the same T1 link. In the UK and most of Europe, the CPN number must match the DDI range. If you use a default CPN, it must be a valid number for your business. Note CPN Substitution Form The index numbers are programmed here but are not enabled by default. You must enable them in the next form. Select the Dual T1/E1 Framer module and then select Add Member. Add the index number previously created. Select Change at the top of the form, and enter a default CPN number, if required. This number is used when any extension that is not covered by the index range makes a call

224 Programming the NSU s ISDN PRI/QSIG Protocol Using IMAT Once the Digital Trunk Programming is complete and the NSU has loaded, program the ISDN PRI or QSIG protocol into the NSU. From a PC, use the IMAT program to create a database and download it into the NSU. Any subsequent changes to programming are completed by pulling the database from the NSU, modifying it with IMAT, and downloading it back to the NSU. Connecting the IMAT PC The PC can be connected to the serial port of the NSU by using the Direct Cable Connection feature in Windows and a Dial-Up Networking connection. Note This option does not work with Windows 2000 Service Pack 4. The preferred method is to connect the PC directly to the Ethernet port of the NSU using a Category 5 crossover cable. The default IP address of the NSU is If you are not connecting the NSU to the customer's LAN, you do not have to change the IP address of the NSU to match it; just directly connect the PC to the Ethernet port on the NSU. Installing and Launching IMAT The IMAT software is on the 3300 Software CD-ROM. Use the latest version of IMAT for the version of 3300 software that you are using. See the release notes for details. Install the IMAT program using the default options. The program appears in your PC s program list. Launch the program. The four options are: Connect to Remote Site - to establish a connection to the NSU New Database - to create a new database to load into the NSU later Load - to load a previously created database from the hard disk or from the NSU Save - to save a database to either the hard disk or to the NSU Digital Trunks_rev6.doc

225 Digital Trunks Creating a New IMAT Database From the File menu, select New Database. Select the system type for the 3300 ICP. Note that if you are working on a 3300 ICP and NSU at an older software release, you may need to select an earlier release number. See the release notes for that software release. Configuring the Options Select each available option under the Config menu. Use the Help button to get an explanation of the features and values. When making any changes to the options, you must click the Update button before closing the window. Site Options Set the System Type to Universal NSU and Connected Platform to 3300 ICP. If the link is to be configured as QSIG, select that option

226 PRI Link Characteristics Each link is programmed separately in this form. Set the Protocol Type to DMS 250 and the Physical Type to T1/CSU. Use the defaults accessed with the Characteristics button. Make sure you select the Update button to save the changes. Incoming Call Characteristics In this form, define how incoming calls are handled. Each link is programmed separately. DDI Delivery - set to yes or no depending on whether the link is for DDI or will have a fixed answer point, such as a console. CPN Delivery - defines whether the incoming Calling Party Number (CLI) will be shown on the 3300 display sets. Calling Party Number Prefix Insertion - Service providers remove the leading 1 of long distance calls before the CLI is sent to the This causes a problem with the Call Logs feature of the 5140 and 5240 phones where the user has to manually reenter this 1 to return a call. It will also affect any applications that need the full CLI. This option allows you to insert the 1 for long distance calls. It is not normal for the CLI to be presented on long distance calls, so this field is left blank Digital Trunks_rev6.doc

227 Digital Trunks CPN Substitution This form allows you to define the number that you send out onto the network that will be displayed as the CPN at the far end. By default, it is not enabled, so no number is sent. Create an index defining an extension range of who is making the outgoing call, and the number that will actually be sent. See the following example. The DID number range you have is xxx, but your extension numbering plan is 1xxx. When an extension in the range of 1000 to 1150 makes an outgoing call, CPN Substitution changes 1xxx to 9xxx. If the extension making the call is not in the index range, it is ignored. In this case, either no number is sent or, if it is programmed, a Default Voice CPN is sent. You can create as many indexes as required and use them on the same T1 link. In the UK and most of Europe, the CPN number must match the DDI range. If you use a default CPN, it must be a valid number for your business. Note The index numbers are programmed here, but they are not enabled by default. Enable them at the end of the next form

228 Outgoing Call Characteristics This form can be set-up in two ways: Per Call Bearer - each call is handled differently. Set the options at the top of the form to: Voice and Data - Null Fixed Network Specific Facilities - Unassigned Fixed Calling Line ID Restriction (CLIR) Voice and Data Null The NSU T1 card is now expecting to see 3 digits before the dialed number. These digits are inserted in the Digit Modification form. You set these values in the IMAT form, and then program them into the 3300 ICP. For example, set 000 in the 3300 ICP and make IMAT options: Per Call Bearer Capability - 0 (Speech) Per Call Network Specific Facilities - 0 (Telephony) Per Call CLIR - 0 (Allow) You can set the digits to various values that tell the card how to handle the call Digital Trunks_rev6.doc

229 Digital Trunks Fixed Bearer - all calls are treated the same way. Normally used in the UK. Set the options at the top of the form to: Fixed Bearer Capability Voice to Speech and Data to UDI Fixed High Layer Compatibility Telephony Fixed CLIR Voice to Allow and Data to Allow Enabling the CPN Substitution Index Select the Trunk CPN Tables Voice button. Enable the CPN Index numbers that were programmed earlier by selecting the relevant box next to the Index number. You can also program a Default CPN to be used by any extension making an outgoing call whose number is not caught by one of the programmed index numbers

230 Saving and Activating the Database Save the database, either to the C: drive on the PC to retrieve and edit later, or directly to the NSU. Select the destination from the drop-down Destinations box. Note The filename for saving to a PC cannot be more than 8 characters. When saving the database directly to the NSU, you must have already established a connection to it. The database is first compressed and then transferred to the NSU where it is extracted. Reset the NSU by using the Remote Site Reset option under the Maintenance Menu. The NSU resets and the links are established. LAN Connection to an NSU The NSU/Card must be connected with an RJ-45 Ethernet Cable that is connected to a Hub/switch within the LAN. The NSU/Card should reside on the same Subnet as the PC that requires Ethernet connectivity or the PC must have access to the Subnet where the NSU/Card resides Digital Trunks_rev6.doc

231 Digital Trunks Lab 1 Programming PRI Trunks Along With CPN Substitution In this lab, you will be using the following forms, in this order: Hardware > Modules > Controller Module Configuration form. Hardware > Framers > Dual T1-E1 Framers form. Trunks > Digital > Digital Link Descriptors form. Trunks > Digital > Digital Links form. Trunks > Digital > MSDN/DPNSS/DASSII Trunk Circuit Descriptor form. Trunks > Trunk Attributes form. Trunks > Digital > Digital Trunks form. Trunks > Digital > Network Synchronization form. Trunks > Digital > ISDN > ISDN Protocol form. Trunks > Digital > ISDN > Outgoing Call Characteristics > DID Ranges for CPN Substitution form. Trunks > Digital > ISDN > Outgoing Call Characteristics > CPN Substitution form. System Properties > System Feature Settings > Class of Service Options form. Reference Online Help > Contents > System Programming > Trunks > Digital Trunks > Program Embedded PRI/QSIG Trunks 20-33

232 This is the hardware setup in most lab environments. The CO ports used may vary. This lab assumes that straight-through cables are being used. Program ARS to call out to the CO and dial the other labs extensions. Use 770-LLL-NNNN where L = Destination Lab Number and NNNN = Destination Lab s Extension. For example, Lab 2 calling a Lab 5 extension would require programming The CO strips the first 6 digits, ringing extension 5004 on Lab 5, which displays as the calling party. This is accomplished using CPN Substitution. Use this planning form to plan your programming Digital Trunks_rev6.doc

233 Digital Trunks Step Task Expected Result 1 Navigate to the Hardware > Modules > Controller Module Configuration form. 2 Make sure that the module is programmed as a Dual Framer module. If it isn t, program it for one. 3 Navigate to the Hardware > Framers > Dual T1-E1 Framers form. 4 In the Dual T1-E1 Framers form: Assign an available unit number to the framer. Label the circuit. Select Save. The Controller Module Configuration form is displayed. The module is programmed as a Dual Framer. The Dual T1-E1 Framers form is displayed. The data is entered, saved, and displayed in the Dual T1-E1 Framers form. Step Task Expected Result 5 In the Dual T1-E1 Framers form, select Port 1 and then select Change Member. 6 In the Dual T1-E1 Framers change member window, select T1 from the Interface Type drop-down menu. Select Save. The Dual T1-E1 Framers change member window opens. The data is entered, saved, and displayed in the Dual T1-E1 Framers form

234 Step Task Expected Result 7 Navigate to the Trunks > Digital > Digital Link Descriptors form. 8 To create a Link Descriptor for port 1 of the framer, select Add. 9 In the Digital Link Descriptors add window: Enter a number in the Number field. Select B from the Address for Message Control drop-down menu. Select ISDN Node from the Integrated Digital Access drop-down menu. Select the NT radio button for the Termination Mode. Select Save. The Digital Link Descriptors form is displayed. The Digital Link Descriptors add window opens. The data is entered, saved, and displayed in the Digital Link Descriptors form. The CO end of the link is set to A and the lab end set to B Digital Trunks_rev6.doc

235 Digital Trunks Step Task Expected Result 10 Navigate to the Trunks > Digital > Digital Links form. 11 Select Framer Port 1 and select Change: Label the Link Connection PRI to CO Assign the Link Descriptor you just created to Port 1. Select Save. The Digital Links form is displayed. The data is entered, saved, and displayed in the Digital Links form

236 Step Task Expected Result 12 Navigate to the Trunks > Digital > MSDN/DPNSS/DASSII Trunk Circuit Descriptor form. 13 To create the Trunk Circuit Descriptor for Port 1: Select Add. Enter a number in the Number field. Select Universal T1 from the Card Type dropdown menu. Verify the Dual Seizure Priority is Incoming. Select Local Office from the Far End Connection drop-down menu. Select Save. The MSDN-DPNSS-DASSII Trunk Circuit Descriptor form is displayed. The data is entered, saved, and displayed in the MSDN- DPNSS-DASSII Trunk Circuit Descriptor form Digital Trunks_rev6.doc

237 Digital Trunks Step Task Expected Result 14 Navigate to the Trunks > Trunk Attributes form. The Trunk Attributes form is displayed. 15 Select an available Trunk Service Number and select Change. 16 For Port 1 of the framer, change the following: Select Trusted from the Call Recognition Service drop-down menu. Enter an available COS number in the Class of Service field. The COS is programmed later. Enter a 0 in the Dial In Trunks Incoming Digit Modification Absorb field. In the Trunk Label field, enter ISDN PRI. Select Save. The Trunk Service Number is selected and the Trunk Attributes change window opens. The data is entered, saved, and displayed in the Trunk Attributes form. To support EHDU Callback The CO will deliver the last 4 digits

238 Step Task Expected Result 17 Navigate to the Trunks > Digital > Digital Trunks form. The Digital Trunks form is displayed. 18 Select the first Digital Trunk and select Change. The Digital Trunk is selected and the Digital Trunk change window opens. 19 In the Digital Trunk change window: Enter 23 into the Number of Records to Change field. Select the trunk number drop-down menu and select Increment. Enter the first Trunk Number in the Value to Change field. In this lab, use 101. The data is entered, saved, and displayed in the Digital Trunks form. Enter a one in the Increment by field. Select Change All To from the Trunk Service Number drop-down menu. Enter the Trunk Service Number previously created in the Value to Change field. Select Change All To from the Circuit Descriptor Number drop-down menu. Enter the Circuit Descriptor Number previously created in the Value to Change field. Select Change All To from the Interconnect Number drop-down menu. Enter a one in the Value to Change field. Select Save Digital Trunks_rev6.doc

239 Digital Trunks 20-41

240 Step Task Expected Result 20 Navigate to the Trunks > Digital > Network Synchronization form. The Network Synchronization form is displayed. 21 Enter the PLID of the first trunk circuit. The PLID for the clock source is entered. 22 If applicable in your classroom, program the IMAT database for the Universal NSU or for Embedded PRI/QSIG, program Protocols and Outgoing Call Characteristics according to your area. Consult the instructor. 23 Navigate to the Trunks > Digital > ISDN > ISDN Protocol form. 24 To assign a protocol to run over the T1 link on Port 1: Select Port 1. Select Change. Verify the Interface Type is T1 Select DMS 100 from the Protocol drop-down menu. Select Save. The IMAT database is programmed. The ISDN Protocol form is displayed. The data is entered, saved, and displayed in the ISDN Protocol form. Setting this to DMS 100 will allow CLI to be passed in a later module Digital Trunks_rev6.doc

241 Digital Trunks Step Task Expected Result 25 To support outbound CPN, navigate to the Trunks > Digital > ISDN > Outgoing Call Characteristics > DID Ranges for CPN Substitution form. 26 Choose an Index number and then: Enter the DID Range of the included internal extensions. Enter the CPN number you want to substitute for any DID extension in the DID Range field. The DID Ranges for CPN Substitution form is displayed. The CPN Substitution is associated with the DID Range. The screen shot is for Lab #2. Step Task Expected Result 27 Navigate to the Trunks > Digital > ISDN > Outgoing Call Characteristics > CPN Substitution form. 28 Define and enter a Default Voice CPN for those DNs falling outside the DID Range. The CPN Substitution form is displayed. A Default Voice CPN is defined. 29 Enter the DID Index just created. The DID Range Index is associated with the selected link

242 Step Task Expected Result 30 Leave the following forms at default: Bearer Capabilities form, with Fixed Bearer Capabilities set for Speech and UDI. High Layer Compatibility form blank Calling Line ID Restriction form, with Fixed Capability and both Voice and Data allowed. 31 Navigate to the System Properties > System Feature Settings > Class of Service Options form. 32 Program the trunks COS that was used in the Trunk Attributes form by setting the following to Yes: ANI/DNIS/ISDN Number Delivery Trunk Public Network Access Via DPNSS 33 Program the sets COS by setting the following to Yes: Display ANI/ISDN Calling Number Only Display ANI/DNIS/ISDN Calling/Called Number The Class of Service Options form is displayed. The COS for trunks is programmed. The COS for the sets is programmed. Public Network Access Via DPNSS 34 Program ARS to the other labs via the CO. ARS is programmed. 35 Test your trunks by dialing LLL-NNNN, where L = Destination Lab Number and NNNN = Destination Lab s Extension. 36 In the DID Ranges for CPN Substitution form, change the DID Range to NOT include one of your extensions. Calls can be completed to and from each lab in the classroom. The called set should display 770-LLL-NNNN where L = Your Lab Number and NNNN = Your Extension The DID Range does not include an extension. 37 Make a call from that extension to another lab. The called set should display the Default Voice CPN Digital Trunks_rev6.doc

243 Digital Trunks Note - Mitel Integrated Configuration Wizard Practice The following MiCW screen is used to perform some of the same programming that was just implemented. If you are configuring MiCW in parallel with the remaining labs in this course, then proceed to this screen

244 Lab 2 Monitoring T1 Links (Optional) Step Task Expected Result 1 In the maintenance command field, type EDT SHOW LINK INFO Type DTSTAT READ <PLID> Link availability and statistics are displayed in the response field 2 Type DTSTAT CLEAR <PLID> Resets link performance statistics to zero. 3 Type NETSYNC SETSOURCE <NUMBER/FREERUN/AUTO> <NUMBER> - forces the system to synch to the source specified by number. This is the number from the Network Synchronization form. <FREERUN> - forces the system to ignore all other synch sources and run at its own speed <AUTO> - directs the system to synch to the best available source from the sources listed in the Network Synchronization form. 4 Type NETSYNC SUMMARY 1 Displays the current state of the assigned synch sources from the perspective of the main controller. 5 Type TEST HYBRID <PLID> The entire link must be busied before using this command. Tests the T1 hybrid at its output Digital Trunks_rev6.doc

245 Call Rerouting 21 Objectives When you finish this module, you will: Know the difference between call rerouting and call forwarding. Program call handling for Call Rerouting Always. Program call handling for Call Rerouting First Alternative. Program call handling for Call Rerouting Second Alternative. Understand how several sets can share alternative answer points. Provide alternate answer points for devices that are unanswered. Identify the call rerouting timers that control rerouting.

246 21-2 Call Rerouting_rev6.doc

247 Call Rerouting Unanswered Call Handling The 3300 ICP provides users with effective ways to ensure their calls are answered. If a called set is busy or fails to answer, the system can reroute the call to an alternate set. If the alternate set is busy or fails to answer, the system can reroute the call to a second alternate set. Call Rerouting and Call Forwarding There are two ways to control where calls reroute when they are unanswered: Call Forwarding - programmed and activated from the set, users can specify which phone they wish incoming calls to go to. Calls can be forwarded to different phones based on: External or internal call A busy phone or an unanswered phone Nothing; Calls are forwarded no matter what. Call Rerouting - programmed in the system database, users cannot control the call rerouting of their phone. This ensures that even when the user has not forwarded their phone, calls to the set will follow the call rerouting path and be answered at the alternative answer points. Call forwarding overrides call rerouting. Since the number a call can be forwarded to may be different than the number that same call can be rerouted to, an order of precedence is required. The system treats the calls with this precedence: 1. Call Forward Always 2. Call Reroute Always 3. Call Forward Busy/DND and/or No Answer 4. Call Reroute Busy/DND and/or No Answer 21-3

248 This diagram summarizes the options and decisions made when programming call rerouting Call Rerouting_rev6.doc

249 Call Rerouting Call Rerouting - Always The system can reroute all calls to an alternate answer point. For example, you may wish to reroute DID calls arriving at a set 1003 to an alternate answer point 1100 after normal business hours. Call rerouting - always means that regardless of the condition of 1003, the calls ring at There are four sources of a call to a set: DID Trunks TIE Trunks CO Trunks Internal Sets You may select all, or any subset of these, to reroute always. The calling source(s) you want to reroute are selected in the Call Rerouting Always Alternatives form. Program Reroute to devices you wish to reroute, and No Reroute to devices you do not wish to reroute. Rerouting can be set to happen when the system is in Day, Night1, and/or Night2 service. Here is an example. Always Rerouting Example When Should They Always Reroute? What Devices Should Always Reroute? Day Night1 Night2 DID Trunks X X TIE Trunks CO Trunks Internal Sets DID calls to phones with Always Alternative Number 2 will reroute directly to Always Alternative Number 2 applies to 1003 during Night1 and Night

250 Lab 1 Programming Call Rerouting Always Use the planning form to plan your programming. Use three of your lab phones: This Phone Will Be: A calling set A target set An alternate destination set Lab Extension What Devices Should Always Reroute? DID Trunks TIE Trunks CO Trunks Internal Sets When Should They Always Reroute? Day Night1 Night2 Always Originating Device Alternative Number DID TIE CO Internal Directory Number Number Call Rerouting Day Night1 Night2 DND Type 1 st Alternative Number 2 nd Alternative Number 21-6 Call Rerouting_rev6.doc

251 Call Rerouting The screen shots use the following: This Phone Will Be: Lab Extension A calling set Any other set A target set 1002 An alternate destination set 1005 In this lab, you will be using the: Call Routing > Call Handling > Call Rerouting Always Alternatives form. Call Routing > Call Handling > Call Rerouting form. Step Task Expected Result 1 Navigate to the Call Routing > Call Handling > Call Rerouting Always Alternatives form. 2 Select an available Always Alternative Number and then select Change. It is recommended to leave number one as default, with no rerouting. 3 Select the Originating Device INT Reroute radio button. Enter the DN of the alternate destination set and select Save. The Call Rerouting Always Alternatives form is displayed. The Rerouting Always Alternative change window opens. The data is entered, saved, and displayed in the Call Rerouting Always Alternatives form. 21-7

252 Step Task Expected Result 4 Navigate to the Call Routing > Call Handling > Call Rerouting form. The Call Rerouting form is displayed. 5 Select the target set and then select Change. The Call Rerouting change window opens. 6 Program the Always Alternative Number just programmed to the Night1 mode only. The rerouting rule is programmed. Step Task Expected Result 7 From the Attendant Console, ensure that the 3300 ICP is in Day mode. Call the target set from the calling set. 8 From the Attendant Console, ensure that the 3300 ICP is in Night1 mode. Call the target set from the calling set. The call should ring on the target set. The call should ring on the alternate destination set. 9 Remove the programming. The programming is removed Call Rerouting_rev6.doc

253 Call Rerouting Call Rerouting First Alternative First and Second Alternative Rerouting depend on the condition of the set receiving the call. You can independently reroute the four calling device types depending on whether the called set is: Idle Busy Not answering. First and Second Alternative rerouting do not depend on the Day/Night1/Night2 operating modes like Call Rerouting Always does. Note Best practice is to never use Call Rerouting First Alternative rule number one, as it affects all sets by default. Use another rule to forward calls to voice mail. Always start with rule 2, or you will reroute all hunt groups, all multicall numbers, and voic ports, etc. Called Set Is Idle In the example below, when 1003 is idle, you might want both trunk calls and internal calls to ring the idle set and then reroute to If 1003 fails to answer, the system reroutes the call to Called Set Is Busy When 1003 is busy or in Do Not Disturb, you might want its trunk calls to reroute to 1200, but not the internal calls. This would allow internal callers to camp on or send callback messages to 1003, while trunk calls are answered at

254 First Alternative Rerouting Example Devices Rerouted When Busy Rerouted When Idle / No Answer DID Trunks X X TIE Trunks X X CO Trunks X X Internal Sets X Normal = Do not reroute this device type This = Reroute this device type to the designated DN. Last = Reroute this device type to the Second Alternative s designated DN. First Alternative Number 2 applies to DID, TIE, and CO trunk calls will reroute to 1200 if 1003 is busy or in DND. Internal calls receive normal busy tone. All calls to 1003 reroute to 1200 when 1003 is idle and not answering Call Rerouting_rev6.doc

255 Call Rerouting Call Rerouting Second Alternative If the first alternative, set 2010, does not answer, you can reroute the call to a second alternative, such as voice mail at You can independently enable rerouting to the second alternative for each of the four calling device types. The example reroutes all trunk calls, but no internal calls, to the second alternative Leaving internal calls as Normal for the second alternative means they will not reroute to the second alternative. If the target set is idle and unanswered, the calls will remain ringing at the first alternative. Second Alternative Rerouting Example Devices DID Trunks TIE Trunks CO Trunks Internal Sets Rerouted to 2 nd Alternative X X X Normal = Do not reroute this device type This = Reroute this device type to the designated DN. Last = Reroute this device type to the Second Alternative s designated DN. DID, TIE, and CO trunk calls to 1003 will reroute to 1900 if 1003 is busy, in DND, or doesn t answer and if 1200 doesn t answer. Internal calls receive normal busy tone

256 Sharing Alternative Answer Points Once the Always, first, and second alternatives are defined, they can be applied to other phones. In this example of sets sharing rerouting patterns, they are applied to sets other than Number Call Rerouting Day Night1 Night2 DND Type 1 st Alternative Number 2 nd Alternative Number All All All All 2 3 These numbers index the Call Rerouting Always Alternatives form. This number indexes the Call Rerouting First Alternatives form. This number indexes the Call Rerouting Second Alternatives form Call Rerouting_rev6.doc

257 Call Rerouting Lab 2 Call Rerouting to First and Second Alternatives Use the planning form to plan your programming. Use four of your lab phones. This Phone Will Be: A calling set A target phone A first alternate destination set A second alternate destination set Lab Extension First and Second Alternative Rerouting Planner 1 st Alternative Number Busy / DND No Answer DID TIE CO INT DID TIE CO INT Directory Number 2 nd Alternative Number Busy / DND / No Answer DID TIE CO INT Directory Number Routed To Number Call Rerouting Day Night1 Night2 DND Type 1 st Alternative Number 2 nd Alternative Number 21-13

258 In this lab, you will be using the: Call Routing > Call Handling > Call Rerouting First Alternatives form. Call Routing > Call Handling > Call Rerouting Second Alternatives form. Call Routing > Call Handling > Call Rerouting form. The screen shots use the following: A calling set This Phone Will Be: Lab Extension Any other set A target set 1002 A first alternate destination set 1005 A second alternate destination set 1004 Step Task Expected Result 1 Navigate to the Call Routing > Call Handling > Call Rerouting First Alternatives form. 2 Select First Alternative number 2, select Change, and program as follows. It is recommended to leave number one as default. Program Busy/DND Int to This. Program No Answer Int to This. Leave the remaining fields at Normal. Enter the DN of your first alternate destination set. Select Save. The Call Rerouting First Alternatives form is displayed. The data is entered, saved, and displayed in the Call Rerouting First Alternatives form Call Rerouting_rev6.doc

259 Call Rerouting Step Task Expected Result 3 Navigate to the Call Routing > Call Handling > Call Rerouting Second Alternatives form. 4 Select the Second Alternative Number 3, select Change, and program as follows. It is recommended to leave number one as default. Program Busy/DND/No Answer Internal to This. Leave the remaining fields at Normal. Enter the DN of your second alternate destination set. Select Save. The Call Rerouting Second Alternatives form is displayed. The data is entered, saved, and displayed in the Call Rerouting Second Alternatives form

260 Step Task Expected Result 5 Navigate to the Call Routing > Call Handling > Call Rerouting form. 6 Select your target set, select Change, and program as follows: Enter the First Alternative number programmed previously in the Call Rerouting 1 st Alt field. Enter the Second Alternative number programmed previously in the Call Rerouting 2 nd Alt field. Select Save. The Call Rerouting form is displayed. The data is entered, saved, and displayed in the Call Rerouting form. Step Task Expected Result 7 Call the target set from the calling set, but do not answer it. The call should ring on the target set, then route to the first alternate destination set, then to the second alternate destination set. 8 Place the target set into DND. The target set is in DND. 9 Call the target set from the calling set. The call should ring on the first alternate destination set, and if not answered, route to the second alternate destination set. 10 Place the first alternate destination set into DND. The first alternate destination set is in DND. 11 Call the target set from the calling set. The call should ring on the second alternate destination set. 12 Remove the DND and reroute programming. DND and reroute programming is removed Call Rerouting_rev6.doc

261 Call Rerouting Call Rerouting Timers When the target set and the first alternative set are busy, the call reroutes immediately to the second alternative set. Timers are not required to limit the ringing duration since none of the sets ring. When the target set and the alternative sets are ringing but not answered, timers control how long the call rings at each set before rerouting to the next alternative set. The call rings at the target set for the duration of the Call Forward No Answer Timer. In the following example, this timer is in 1003 s COS. Its default value is 15 seconds. When the 15 seconds is up, the call stops ringing at 1003 and begins ringing the first alternative set The call rings at 1200 until the Call Rerouting Timer (CRR) or the Answer Plus System Reroute Timer (A+SR) expires. The Call Rerouting Timer is in the System Options form and the Answer Plus System Reroute Timer is in the target set s COS. If the A+SR timer has any value greater than 0, the system uses it in place of the Call Rerouting Timer. The default values are A+SR = 0 and CRR = 22 seconds. Note The A+SR timer is only available if ACD Agent licenses have been purchased. Note These timers start counting when the target set begins ringing rather than when the first alternative set begins ringing. They must extend from the beginning of the target set s ringing to the end of alternative set s ringing. When the CRR or A+SR timer expires, the first alternative stops ringing and the second alternative starts ringing. If an Attendant Console or other station originally transferred a trunk call to the target set, and if the final alternative fails to answer, the call returns to the Attendant Console or station that made the transfer. Before returning to the console or station, the call rings at the last alternative for the duration of the No Answer Recall Timer (NART). The NART is in the incoming trunk s COS. Its default is 17 seconds, and only applies to incoming trunk calls

262 The following diagram illustrates the timer interdependencies. When the NART expires, the call is returned to the transferring device. Programmed in COS of the set. Programmed in System Options form. Programmed in COS of target set. ACD licenses required. Programmed in COS of originating trunk Call Rerouting_rev6.doc

263 Call Rerouting Call Rerouting Path The rerouting first and second alternatives are only those programmed against the initial destination set. They do not include rerouting first and second alternatives programmed against other sets in the rerouting chain, such as against 1200 and 1250 in the example. But the call will go to the Always Rerouting alternatives belonging to the first and second alternatives

264 Rerouting Planner Always Originating Device Alternative Number DID TIE CO Internal Directory Number 1 st Alternative Number Busy / DND No Answer DID TIE CO INT DID TIE CO INT Directory Number 2 nd Alternative Number Busy / DND / No Answer DID TIE CO INT Directory Number Routed To Number Call Rerouting Day Night1 Night2 DND Type 1 st Alternative Number 2 nd Alternative Number Call Rerouting_rev6.doc

265 Call Rerouting Questions 1. What is the difference between Call Forwarding and Call Rerouting? 2. If Call Rerouting is programmed to reroute all calls from Extension 4000 to Extension 5000, and if the owner of 4000 activates Call Forward Always to Extension 6000, what happens to calls to 4000? 3. What is the effect of entering THIS in an Originating Device field of the Call Rerouting First Alternatives form? 4. Can you reroute calls to its First Alternative when a phone is busy and to its Second Alternative when it is idle and unanswered? 5. Can you reroute exclusively CO Trunk calls to the First Alternative and not reroute all other types of calls to an extension? 6. An extension has Busy/Do Not Disturb rerouting for Internal calls set to NORMAL. An internal caller calls the extension when it is already engaged in a call. What happens to the call, and what does the caller hear? 21-21

266 7. Can an extension user override Call Rerouting Always by activating Call Forward Busy at the extension? 8. Can a user of a multiline set with softkeys (for example a 5220 or 5224) and call forwarding programmed (but not activated) at their set, force their call to forward to a programmed destination? If so, how do they do it? 9. Which timer determines how long a call rings at an extension before rerouting to the extension s first alternative? In whose Class of Service is the timer found? 10. Which timer determines when a call reroutes to the second alternative? When does the timer start timing? Call Rerouting_rev6.doc

267 Hot Desking 22 Objectives When you finish this module, you will: Understand how hot desking works. Program hot desking. Use hot desking. Know some maintenance commands used to troubleshoot hot desking. Comprehend how external hot desking works. Communicate with the controller from an external hot desk device. Realize the full capabilities of a mobile extension when using Personal Ring Groups in conjunction with external hot desking. Program external hot desking.

268 22-2 Hot Desking_rev6.doc

269 Hot Desking Hot Desking Hot Desking allows a number of users to share one or more hot desk enabled IP phones. The system associates the user s settings, such as DN, COS/COR, language, and feature key programming with the IP phone. Once logged in, the user can: Receive incoming calls Place outgoing calls Retrieve voice messages Program and use feature keys. 22-3

270 Logging In Each hot desk user is assigned a DN and 13 programmable feature keys. By using a softkey or feature access code, the hot desk user can log in to a hot desk enabled IP phone. Once the hot desk user logs in, their hot desk user DN and key programming are associated with that IP phone. While the hot desk user is logged in, the DN of the hot desk enabled IP phone is treated by the system as out of service Hot Desking_rev6.doc

271 Hot Desking Logging Out A hot desk user logs out by again using a softkey or feature access code. An administrator with remote logout permission can log out a user remotely by using an access code and the user s DN. The hot desk user is automatically logged out: If that user logs into a different IP phone. If another hot desk user logs into the IP phone. 22-5

272 When a hot desk user is logged out, their hot desk user DN follows out-of-service handling, and the hot desk enabled IP phone reverts back to the programming associated with its profile. Planning Hot Desking Hot desking is supported on Mitel Multiline IP and SpectraLink Wireless IP Phones. Each hot desk user consumes an IP user license. To ensure that all keys are available to the user, the hot desk IP phone should also have 13 programmable feature keys. But any other supported IP phone can be selected. If the user logs into a device that supports fewer keys, the extra keys are hidden, but any hidden line keys remain operational Hot Desking_rev6.doc

273 Hot Desking Programming Hot Desking To program hot desking: Program a cluster ID for nodal hot desking only. Enable hot desking on supported sets. Program the hot desk users, including phone keys Program feature access codes for login, logout, and remote logout. Remote logout is optional. Enable sets for remote logout. This is optional. Set a default device type for the Desktop Tool. This is optional. System Options and COS Options Forms In the System Options form, select the default IP device for Hot Desking. Note You can use the Desktop Tool to change the IP device presented to each hot desk user when they access their Desktop Tool. In the Class of Service Options form: Set the Hot Desk Login Accept field to Yes. Set the Hot Desk Remote Logout Enabled field to Yes. This is optional. Set the HCI/CTI/TAPI Call Control Allowed and HCI/CTI/TAPI Monitor Allowed fields to Yes. 22-7

274 Note Hot desk enabled devices are typically shared telephones, so it is recommended that these sets provide only basic service, such as emergency and operator calls. Note To avoid phantom ringing on hidden line appearances, enable Ringing Line Select in the COS for the hot desk user, allowing the user to answer any ringing non-prime line appearance by simply going off-hook. Cluster Elements Form If the host ICP is not part of a cluster, meaning it is a standalone system, you must assign it a PBX Number with the local IP address of the controller in the ICP/PBX Networking form. Then, assign this PBX Number as the CEID in the Cluster Elements form. This, in effect, is creating a phantom cluster Hot Desking_rev6.doc

275 Hot Desking User and Device Configuration Form In the User and Device Configuration form, select Hot Desking User from the Add dropdown menu. Select the Profile tab and enter: Name, department, and location. A Hot Desk directory number in the Number field. Select the Service Details tab and enter, the COSs and CORs for this user. Select the Access and Authentication tab, enter the User PIN field. Enter a 0-8 character password using digits 0-9. Re-enter the password in the Confirm User PIN field. Select Save. 22-9

276 Note Certain features are not applicable to the hot desk user because they are defined for the hot desk enabled device. Feature Access Codes Form In the Feature Access Codes form: Assign access codes for Hot Desk Login and Hot Desk Logout. Assign an access code for Hot Desk Remote Logout. This is optional Hot Desking_rev6.doc

277 Hot Desking Troubleshooting Hot Desking The LOCATE REMOTE command is used to determine the prime host of a specified hot desk user DN. The LOCATE HOT_DESK_USER command is used to list hot desk user s DNs. All, Active, or Inactive, can be specified. It can also be used to list hot desk enabled devices with logged in users. When the LOCATE command includes a hot desk user s DN in its output, it provides the last known user DN only. Because maintenance commands apply to the controller where they are executed, you must run the command from each controller that the set has registered with. Use the BUSY RESET command to log out a logged in user before replacing a set. Set replacement is not allowed while a user is logged in. Alarm thresholds are not affected by out of service hot desk users or phone DNs. Mobility logs are generated when a hot desk user: Logs in to a device Logs out of a device Logs another user out of a device during login Is remotely logged out of a device A log is also generated if a login attempt fails for the following reasons: The hot desk user is improperly configured. For example, the user's COS has Suite Services or Hotel Extension enabled. A hot desk device is not supported on a remote cluster element. For example, the phone's host controller only supports nodal hot desking. The hot desk user's host controller cannot be reached. The device does not support hot desking. These logs are included in the INFO maintenance logs

278 Lab 1 Programming Hot Desking In this lab, you will be using the: Trunks > IP/XNET > ICP/PBX Networking form. Voice Network > Cluster Elements form. System Properties > System Feature Settings > Class of Service Options form. Users and Devices > Advanced Configuration > Station Attributes form. System Properties > System Feature Settings > Feature Access Codes form. Users and Devices > User and Device Configuration form. Step Task Expected Result 1 Navigate to the Trunks > IP/XNET > ICP/PBX Networking form. 2 In the ICP/PBX Networking form: Add a local PBX using the number assigned by the instructor. Select Change Member and enter the local controller s IP address. The ICP/PBX Networking form is displayed. The local PBX number is programmed and the controller is added as a member Hot Desking_rev6.doc

279 Hot Desking Step Task Expected Result 3 Navigate to the Voice Network > Cluster Elements form. 4 Select the Create Cluster button. Enter Lab N in the name field, where N is your lab number. 5 Select Change Member. Enter your PBX number in the PBX Number/Cluster Element ID field. Enter 777N in the Cluster Element ID Digits field, where N is your lab number. Select the Yes radio button in the Local field. The Cluster Elements form is displayed. A Cluster is created. The member is programmed. If a message is received about ARS digits not matching an ARS Digits Dialed record, select OK to continue. Step Task Expected Result 6 Navigate to the System Properties > System Feature Settings > Class of Service Options form. 7 Program a new Class of Service for Hot Desk users with the following options: Set Ringing Line Select to Yes Set HCI/CTI/TAPI Call Control Allowed to Yes Set HCI/CTI/TAPI Monitor Allowed to Yes Set Hot Desk Remote Logout Enabled to Yes Set Hot Desk Login Accept to Yes 8 Navigate to the Users and Devices > Advanced Configuration > Station Attributes form and assign the Class of Service defined above to two of your sets. The Class of Service Options form is displayed

280 Step Task Expected Result 9 Navigate to the System Properties > System Feature Settings > Feature Access Codes form. Assign a Primary Code of *31 to Hot Desk Login and #31 to Hot Desk Logout. 10 Navigate to the Users and Devices > User and Device Configuration form. 11 Add two new hot desk user DNs by programming the following options: Assign a new directory number in the Number field Assign a User PIN, using from 0 to 8 characters Confirm the User PIN 12 Using the Feature Codes and PIN assigned earlier, log in both of your hot desk users into the two phones that were assigned the COS in step From another set, call the DN of the hot desk user you created. The phones take on the new identity of the hot desk user. Call should ring to the phone the user is logged into. 14 Log out one of your Hot Desk users. The set will return to the original programming. 15 Call the Hot Desk users directory number that is logged out. 16 Program Call Forward No Answer Internal for your other hot desk phone to ring one of your sets. 17 From a third set, call the DN for the hot desk user that is currently logged in. Do not answer. 18 Using any phone, call the original prime directory number for the set you logged into. The station should be out of service. The call should ring at the HD set, and then forward to the set programmed as the Internal Forward Destination. The station should be out of service Hot Desking_rev6.doc

281 Hot Desking Note - Mitel Integrated Configuration Wizard Practice The following MiCW screen is used to perform the same programming that was just implemented. If you are configuring MiCW in parallel with the remaining labs in this course, then proceed to this screen

282 External Hot Desking External Hot Desking extends hot desking capabilities to an external device, which makes it appear as an extension on the system. When the External Hot Desk User (EHDU) is logged into the 3300 ICP, a caller only needs to dial the extension number assigned to the user and the system automatically rings the user's cell phone, home phone or other device of choice, including an extension on another private network or PBX. Hot Desk functionality can be extended to external devices, such as cell phones, allowing such devices to: Appear as another extension on the system Access system resources, including voice mail and outgoing trunks. Users can then log in using the external device and receive calls from anybody dialing its hot desk DN. Calls to the hot desk DN will be redirected to the external number stored against the user when they are logged in. As a PBX extension, the external device user has access to extension dialing along with select PBX features and enterprise CLID on all calls originated through the system. When a call is extended from the system to an EHDU, the internal state of the user is updated to reflect the busy condition. Since the state of the user is known, an EHDU can be monitored by DSS/BLF keys on other devices. Call diversion features and group features, such as hunt groups, follow the normal treatments for busy, out of service, etc. For example, if an EHDU is a member of hunt group, and is active on a call, the hunting algorithm will skip the busy EHDU and try the next member. Caution Emergency calls should not be made from an EHDU device since the call cannot be guaranteed to contain the correct location information. Mitel assumes no legal, financial or personal responsibility for users or persons performing such actions Hot Desking_rev6.doc

283 Hot Desking External hot desking supports: Remotely changing the external device number and the login PIN. Accessing mid-call features by dialing fixed single-digit codes or system feature access codes, as determined in the System Options form, while active on a PSTN trunk. Hold/Retrieve Transfer Conference Swap/Camp-on Retrieval Handoff Cancel Call Remove Digit Detector Access to select system features, such as Call Forward Setup, Paging, Group Presence, through the use of FACs. The COS option allowing EHDU to remain permanently logged in. A Call Recognition Service that simplifies or eliminates the need to log in by authenticating them based on their calling line ID. Push-to-answer, which requires the EHDU to press a DTMF key to accept an incoming call. This COS option is used when the trunk terminating on the EHDU device fails to provide answer supervision. Group membership, including hunt groups, ring groups, personal ring groups, and hospitality suites. A Callback service that recognizes that an EHDU is calling, hangs up on the user, and then calls them back. Mobile phone users can take advantage of this service to save on the charges normally associated with outgoing calls. Device resiliency. The maximum number of EHDU licenses is equal to the maximum number of IP User Licenses allowed for the specific system type

284 EHDU Operation The EHDU can: Log In. Log Out. Change the external number. Make and answer calls. Logging In To log in from an external location: 1. Dial the Hot Desking Access Number 2. Enter a hot desk user DN 3. Enter a User PIN. If the Hot Desking Access Number, DN, and PIN are valid, then the external device is logged in and confirmation tone is returned. Otherwise, the user hears reorder tone. Once logged in, the user may make a new call or hang up and remain logged in. Users with Permanent Login enabled in their COS are not required to log in. The following conditions apply. The hot desk user DN must be idle before logging in. If the user is currently logged in on an internal hot desk set, the set is logged out and the external device is logged in. Likewise, when a user logs into an internal host desk set while logged in on an external device, the external device is logged out and internal set is logged in. In both cases, the log out/log in can only occur if the logged in device is idle. A permanently logged in external hot desk user may log in at an internal hot desk set. The external location is automatically logged out. When the internal hot desk set logs out, the user is automatically logged back into the external location. If the Permanent Login COS option is disabled while a user is logged in, the user will remain logged in until a manual logout is performed or a system reset occurs. Lockout Mechanism for Failed Log-in Attempts After three failed PIN log-in attempts within a five minute period, the user is locked out. No further attempts are allowed until the DISA lockout timer in the System Options form expires. Use the Locate Feature or State maintenance commands to view the lockout status. To clear a user's lockout state and allow them to log in again, use the Busy Reset command. A mobility maintenance log is generated on the last failed log-in attempt. While locked out, the EDHU can still take calls originating through the 3300 ICP. After completing the call and receiving dial tone, the user is permitted to originate new calls Hot Desking_rev6.doc

285 Hot Desking Logging Out To log out from an external location: 1. Dial the Hot Desking Access Number. 2. Enter the hot desk user DN. 3. Enter the User PIN. 4. Enter the Hot Desk Logout FAC. If the Hot Desking Access Number, DN, and PIN are valid, then the external device is logged out and confirmation tone is returned. Otherwise, the user hears reorder tone. To log out while the external device is busy on a call: 1. Dial Enter the Hot Desk Logout FAC. To log out from a remote location, if the feature is allowed through the COS: 1. Enter the Remote Logout FAC. 2. Enter the hot desk user DN. The following conditions apply: Logout is immediate if initiated from an idle phone. If the external device is busy or has a call on hold on any line, the user can still initiate a logout by doing a mid call transfer and dialing the Hot Desk Logout FAC. After the external device returns to an idle state, the logout takes effect. An external hot desk user cannot be logged out if there are any ringing line appearances of the external device

286 Changing the External Number Users can change, but not delete, their external number at any time to have their calls directed to a different location. A valid external number is 1 to 26 digits in length and can include * and #. To use #, the Disable End of Dial Character (#) system option must be set to No, which is the default. The 26-digit maximum includes the prefix digits required to access an outgoing trunk. To change the external number from an external location: 1. Log in. 2. Enter the Hot Desk User External Number - Store FAC. 3. Enter the new number. Do not include the ARS prefix. A confirmation tone is returned if successful. To change the external number while logged in at an internal hot desk set: 1. Enter the Hot Desk User External Number - Store FAC. 2. Enter the new number. Do not include the ARS prefix. A confirmation tone is returned if successful. To change the User PIN: 1. Log in. 2. Enter the User PIN Store FAC. Dial tone is returned. 3. Enter the current PIN followed by #. Dial tone is returned. 4. Enter a new PIN followed by #. Dial tone is returned. 5. Re-enter the PIN to confirm it. A confirmation tone is returned. 6. Hang up Making and Answering Calls When logged in, users can make outgoing calls over system trunks as if they were a regular extension user. Calling privileges are subject to the COS and COR assigned to the user's directory number. Upon going off-hook, the user hears internal message waiting tone if messages are waiting and the COS option Message Waiting Audible Tone Notification is enabled. If features such as Do Not Disturb or Call Forwarding are in use, the user will hear feature active dial tone. By default, calls to an external hot desk user's DN are answered by the user going offhook and pressing any key on the dial pad. The alternative, which is controlled by the External Host Desk User - Push to Talk COS option, requires only going off-hook Hot Desking_rev6.doc

287 Hot Desking Using Mid-Call Features The external hot desk user can invoke mid-call features by dialing fixed single-digit codes or system feature access codes when active on a PSTN trunk. The invocation method is determined by a setting in the System Options form. External hot desk DNs that terminate at private network destinations will invoke features on their hosting PBX and not the hot desk DN host node. Feature DTMF Key Usage Notes Hold or Retrieve 1 The external hot desk user is given camp-on tone to indicate that the hold request was successful. Subsequent camp-on tones are applied at intervals specified by the Camp-on Repetitive Tone Timer in the System Options form. While the call is no hold, the only mid-call feature available is Retrieve. All other key presses are ignored. Only the external hot desk user can retrieve the held call. Other appearances of the held line cannot be used to pick up the call. If an external hot desk user hangs up while they have a call on hold, they will be recalled. No recall indication is provided to the user, only the calling party ID. Transfer 2 Both supervised and unsupervised transfers are supported. To return to the call on soft hold while listening to dial tone, such as before dialing the transfer destination, the user must dial the Call Hold Retrieve FAC. Conference 3 The user may add more parties to an established conference by selecting Transfer, and then calling the additional party. Upon answering, the user presses the Conference DTMF key to add the party to the conference. Conferences established by external hot desk users cannot be split. Swap is not supported on conference calls and is ignored if attempted. Swap/Campon Retreival 4 Swap - alternates between two calls. Camp-on Retrieval connects the EHDU to a camped on call. Handoff 5 Pushes the call back to the user's Personal Ring Group. Cancel Call # Terminates the current call and returns dial tone. Typically used when the called party is not answering or when encountering a busy signal. Remove Digit Detector * Disconnects the DTMF receiver, allowing the user to interact with services and applications such as voice mail, long distance carriers, and telephone banking. Once the digit receiver is removed, it cannot be started again for the duration of the call. The user would need to start the call again to obtain a new receiver

288 Feature Access Code Support A logged in external hot desk user may invoke any of the following features by dialing the associated feature access code while listening to dial tone: Call Forwarding Busy (External Source) Call Forwarding Busy (External & Internal Source) Call Forwarding Busy (Internal Source) Call Forwarding Follow Me Call Forwarding - I Am Here Call Forwarding - No Answer (External Source) Call Forwarding - No Answer (External & Internal Source) Call Forwarding - No Answer (Internal Source) Call Hold Retrieve Call Park Call Park Retrieve Campon - Retrieve Cancel All Forwarding Cancel Call Forwarding - Busy (External & Internal Source) Cancel Call Forwarding Follow Me Cancel Call Forwarding Follow Me Remote Cancel Call Forwarding - No Answer (External & Internal Source) Clear All Features Conference Call Direct Page Do Not Disturb Do Not Disturb Cancel Group Presence Join Group Group Presence Leave Group Hot Desk Logout Hot Desk User External Number Store Loudspeaker Paging User Pin Store User Flash Hot Desking_rev6.doc

289 Hot Desking External Hot Desk User Callback EHDU Callback helps to eliminate or reduce outgoing call charges for EHDU users. When the system receives an authenticated call from the EHDU, it returns busy tone, and then disconnects the call. On hearing the tone, the user hangs up and awaits the callback. Using the calling party number received in the initial call, the system calls the user back, usually within a few seconds. After answering the callback, the user is presented with dial tone, and then dials the required number. This process can be expedited if the user's device supports smart dialing. This feature greatly reduces charges to EHDUs in different local calling areas than their home 3300 ICP or on a mobile calling plans that charge for outgoing calls. In both cases, the user avoids charges for calls to the system since they can't be completed due to busy condition. Programming This section discusses the programming forms for EHDUs. License and Option Selection Form The maximum number of EHDU licenses that can be installed is equal to the maximum number of User Licenses allowed

290 User and Device Configuration Form Users can use the Hot Desk User External Number - Store FAC to change, but not delete, their external number at any time to have their calls directed to a different location. Assign a DN. Enable Hot Desk User option. Enter 9 or other prefix digit required to dial out to the external hot desk device. Enter the phone number of the external hot desk device. Enter and confirm a User PIN Hot Desking_rev6.doc

291 Hot Desking COS Options Form Hot Desk External User Permanent Login Set to Yes if you want the external hot desk user to remain permanently logged in. Hot Desk External User Answer Confirmation - set as required depending on whether the trunk terminating at the EHDU provides true answer supervision. If not provided, ensure that Fake Answer Supervision After Outpulsing and Ignore Answer Supervision are set to Yes in the trunk's circuit descriptor. Audio cut through on a call extended to the EHDU is only provided once Answer Supervision is received. Select Yes to force an external hot desk user to press a DTMF key to answer incoming calls. Use this option only if the terminating trunk fails to provide true answer supervision. Select Yes if you want the EHDU to press any key to indicate answer. This can avoid answer by a voic system associated with the external device. Select Yes if the trunk terminating at the EHDU provides true answer supervision. Hot Desk External User Display Internal Calling ID display s extension user s name and extension number on calls to an EHDU

292 System Options Form (Optional) Set the DISA Number Lock-Out Timer and DISA Failed Attempts Before Lock-Out values as required to handle unsuccessful EHDU login attempts. Feature Access Codes Form (Optional) Enter FACs for: Hot Desk User External Number - Store - allows the user to change their external number, not including the prefix. User PIN Store allows the user to change the login PIN from their phone Hot Desking_rev6.doc

293 Hot Desking System Access Points Form Program a Hot Desking Access Number to provide access to the feature. This number can only be directly dialed from a trunk. If the callback feature will be used, in the Hot Desking Callback Before Digit Collection Number, program a DN that termintaes the DID number dialed by the EHDU to request callback. For Blackberry users and users of devices that support smart dialing, in the Hot Desking Callback After Digit Collection Number, users can store the callback DID number. SMDR Options Form (Optional) Enable External Hot Desk User Reporting to include EHDU calls in SMDR reports. Note To create an outbound-only EHDU, omit the PIN in the Multiline IP Sets or User and Device Configuration form and enable the Permanent Login - External Only COS option. This is the recommended method of including non- Mitel extensions in a Mitel hunt group or other type of group. Outbound-only EHDUs cannot originate calls from the ICP and have their corporate telephone directory name and number presented to the called party

294 EHDUs and PRGs When Personal Ring Groups are used in conjunction with External Hot Desking, the full benefits of both are realized. PRG benefits are best seen after EHDU, where you dial the one internal DN and internal and external devices all start ringing. You can complete a handoff with mid-call facilities from the external set to the internal device. For example, answering a call to your cell phone, coming into the office on the call, then seamlessly handing the call off to the desk device Hot Desking_rev6.doc

295 Hot Desking Lab 2 Programming External Hot Desking Along With Call Recognition Service This lab assumes: Each lab has one analog phone already programmed. The PRI links are operational as they were in the Digital Trunks lab and are using CPN. The Trunk Service Number used by the digital trunks has Call Recognition Service set to Trusted. EHDU licenses are available. After programming an EHDU, the testing is in three parts. There is a diagram for each. In this lab, you will be using the: Users and Devices > User and Device Configuration form. System Properties > System Feature Settings > System Access Points form. Users and Devices > Telephone Directory Management > Call Recognition Service form. Step Task Expected Result 1 Create a COS for EHDUs by setting the following to Yes. Hot Desk External User Answer Confirmation Hot Desk External User Permanent Login Public Network Access Via DPNSS 2 Navigate to the Users and Devices > User and Device Configuration form. 3 Add a Hot Desk User and program: In the Profile tab, enter a first and last name. Enter a unique DN in the number field. In the Service Details tab, enter the COS for EHDUs. Select the Yes radio button next to External Hot Desking Enabled Enter the leading ARS digit in the External Hot Desking Dialing Prefix field. Enter the external number in the External Hot Desking Number field. In the Access and Authentication tab, enter and confirm a User PIN. A COS for EHDUs is created. The User and Device Configuration form is displayed. An EHDU user is added

296 22-30 Hot Desking_rev6.doc

297 Hot Desking Step Task Expected Result 4 Navigate to the System Properties > System Feature Settings > System Access Points form. 5 Enter a unique DN in the following fields: Hot Desking Access Number Hot Desking Callback Before Digit Collection Number The System Access Points form is displayed. An EHDU access number and callback number are entered. Step Task Expected Result 6 Navigate to the Users and Devices > Telephone Directory Management > Call Recognition Service form. All EHDU users and their corresponding EHDU number are displayed

298 Note - Mitel Integrated Configuration Wizard Practice The following three MiCW screens are used to perform the same programming that was just implemented. If you are configuring MiCW in parallel with the remaining labs in this course, then proceed to these screens Hot Desking_rev6.doc

299 Hot Desking 22-33

300 Part 1 Calling from External Phone Step Task Expected Result 7 Dial into your lab from your external device using the DN of the EHDU. A busy tone is heard. 8 Press #. A dial tone is heard. 9 Dial an internal extension. The extension rings and displays the EHDU s name. 10 Hang up and dial into your lab from your external device using the Hot Desking Access Number. A dial tone is heard. 11 Dial an internal extension. The extension rings and displays the EHDU s name Hot Desking_rev6.doc

301 Hot Desking Part 2 Calling to External Phone Step Task Expected Result 12 Dial the EHDU s DN from one of your lab s phones. The external device rings. 13 Answer the external device. Silence is heard. 14 Press any key. The call is connected. 15 Hang up the calling set. Dial tone is heard. 16 Dial another internal extension. The extension rings and displays the EHDU s name. 17 Practice some mid-call features

302 Part 3 Using the Callback Service Step Task Expected Result 18 From your external phone, dial the Callback number. Reorder tone is heard. 19 Hang up. The system calls you back. 20 Answer and press any key. Dial tone is heard. 21 Dial an internal extension. 22 Dial another lab s extension as if you were calling directly from Lab Hot Desking_rev6.doc

303 Voice Mail 23 Objectives When you finish this module, you will be able to: Program the Embedded Voice Mail (EVM) application. Program voice mailboxes for end users. Set system EVM parameters. Set up the Auto Attendant. Manage voice mail distribution lists.

304 Reference On-Line Help > Contents > System Applications > Messaging > Voice Mail (Embedded) > Programming 23-2 Voice Mail_rev7.doc

305 Voice Mail Introduction to Embedded Voice Mail (EVM) The 3300 ICP has its own integrated, or embedded, voice mail system. The voice mail application supports up to 30 logical ports, with each port supporting a single Auto Attendant and/or voice mail session. The voice mail application supports up to 750 voice mailboxes. The 3300 ICP hard drive provides 14.5 GB of space and supports approximately 450 hours of voice message storage. The EVM is included at system start up. No installation is required. There are system defaults that get you started quickly, but user mailboxes and access to the voice mail ports must be programmed. EVM supports voice mail distribution lists and Auto-Attendant functionality. Callers directed to a user s mailbox can record a message that the user can later review. A user can also record and send messages to other mailbox users. Greetings and voice mail messages are stored on the system hard drive and are backed up to a file on the LAN. The messages are encrypted when they are backed up. There is a Telephone User Interface (TUI) for control and navigation of the voice mail commands as well as a Graphical User Interface (GUI) for management of EVM, the mailboxes, and the Auto-Attendant functions. VM Port Capacity Program the number of ports for voice mail in the VM Port Capacity form by entering the Number of Ports field. Up to 30 voic ports can be assigned on the MXe controller. The base CX and CXi controllers allow up to 4 ports and, with increased DSP resources, up to 16 may be supported. Note Changing VM Port Capacity requires a system reboot. 23-3

306 Lab 1 Setting Up Voice Mail In this lab, you will be using the: Voice Mail > System Settings > VM Port Capacity form. System Properties > System Feature Settings > Class of Service Options form. Voice Mail > System Settings > VM Ports form. Users and Devices > Advanced Configuration > Station Attributes form. Users and Devices > Group Programming > Hunt Groups form. Voice Mail > System Settings > VM Prompt Languages form. Voice Mail > System Settings > VM Options form. Voice Mail > System Settings > VM Business Hours Settings form. Reference Online Help > Contents > System Applications > Messaging > Voice Mail (Embedded) > Programming Caution To prevent possible toll fraud through voice mail ports, use the proper COSs and CORs in the Station Attributes form to prevent external dialing. Discuss with the customer their exact requirements before opening access to external numbers through the voice mail ports. For example, the customer may request to allow Message Notification or Pager Notification which may require unrestricted ARS and COR on the voice mail ports. Otherwise, a COR should be used in ARS to block all access to external numbers, included emergency services. Note A Feature Access Code for Message Waiting Activate and Message Waiting Deactivate must be programmed for the Message Waiting Indicator lamp to function. These codes were included when the Feature Access Codes were imported in a previous module Voice Mail_rev7.doc

307 Voice Mail Step Task Expected Result 1 Navigate to the Voice Mail > System Settings > VM Port Capacity form. 2 In the VM Port Capacity form: Select Change. Enter the number of voice mail ports available in the system. Select Save. 3 Navigate to the System Properties > System Feature Settings > Class of Service Options form. 4 In the Class of Service Options form, create a COS for the voice mail ports. Add the following settings: COV/ONS/E&M Voice Mail Port = Yes Message Waiting = Yes Voice Mail Softkey = Yes 5 In the Class of Service Options form, add the following settings to the COS of the sets that will have mailboxes: Call Forwarding (Internal Destination) Message Waiting Voice Mail Softkey 6 Navigate to the Voice Mail > System Settings > VM Ports form. 7 Assign available extension numbers to the available voice mail ports by selecting the first port and performing Change Range programming on it. The VM Port Capacity form is displayed. The VM Port Capacity is programmed. The Class of Service Options form is displayed. A COS for Voice Mail ports is created. The COS for the sets is modified for mailboxes. The VM Ports form is displayed. The data is entered, saved, and displayed in the VM Ports form. 23-5

308 Step Task Expected Result 8 Navigate to the Users and Devices > Advanced Configuration > Station Attributes form. 9 Assign the COS just programmed for the voice mail ports and CORs to the voice mail port extensions. 10 Navigate to the Users and Devices > Group Programming > Hunt Groups form. 11 In the Hunt Groups form, create a voice mail hunt group that contains all of the voice mail port extensions. The Station Attributes form is displayed. The COS and COR are assigned to the voice mail port extensions. The Hunt Groups form is displayed. The data is entered, saved, and displayed in the Hunt Groups form. You can have a single or multiple voice mail hunt group for the system. All voice mail ports must belong to a voice mail hunt group, except when used for RAD greetings. Assign a unique directory number for the hunt group. This will be the pilot number. Set the hunt group in Circular hunting mode. Assign the COS just programmed for the voice mail ports to the voice mail port extensions. The Hunt group type must be set to Voic Add the directory numbers of each voice mail port to the hunt group Voice Mail_rev7.doc

309 Voice Mail Note - Mitel Integrated Configuration Wizard Practice The following MiCW screen is used to perform some of the same programming that was just implemented. If you are configuring MiCW in parallel with the remaining labs in this course, then proceed to this screen. 23-7

310 Step Task Expected Result 12 Navigate to the Voice Mail > System Settings > VM Prompt Languages form. 13 Select the language settings to the appropriate language in your area. Disable the Bilingual Option if only one language is required. 14 Navigate to the Voice Mail > System Settings > VM Options form. 15 Change the parameters for: Send Notification Calls is checked, or True Allow Transfers To Any Number by the Auto Attendant is checked, or True. Directory Voice Prompts set for Last Names. 16 Navigate to the Voice Mail > System Settings > VM Business Hours Settings form. 17 In the VM Business Hours Settings form, select Change, and then select ICP Day/Night Mode. 18 Reboot the system to initialize the Embedded Voice Mail system. The VM Prompt Languages form is displayed. The voice mail prompts will now be in the local language, and you will no longer hear the bilingual prompt. The VM Options form is displayed. The data is entered, saved, and displayed in the VM Options form. The VM Business Hours Settings form is displayed. The data is entered, saved, and displayed in the VM Business Hours Settings form Voice Mail_rev7.doc

311 Voice Mail Managing Voice Mailboxes Mailboxes can be added, deleted, or modified to suit the needs of the system users. These activities can be accomplished from the System Administration Tool using either the User and Device Configuration form or the VM Mailboxes form. Some of the activities can also be accessed through the TUI. Reference On-Line Help > Contents > Forms Reference > Forms S to Z > VM Mailboxes The programmable values for the mailboxes include: Mailbox Number, which is required. Name Extension Number, which may or may not be required, depending on the mailbox type. Passcode Operator Extension Mailbox type Prompt Language Operator Extension Notification Type Notification Number User Access Notification Schedule Max Number Messages Delete Messages After Messages Life (days) Date/Time Stamp Forward to Messages Forwarded Delete After Forwarding Visual Voice Mail Hunt Group 23-9

312 In the following example, two new mailboxes are added using the System Administration Tool. All of the screens necessary to assign voice mail parameters are located under Voice Mail. To add, change, or delete your mailboxes, select VM Mailboxes. The VM Mailboxes form is shown below. The bottom of the screen lists all of the mailboxes. Use the Change button to view the details of the highlighted mailbox. To create a new mailbox, select the Add button. The default passcode for mailboxes is Mailbox 0 and 9999 are reserved for an operator s mailbox and an administrator s mailbox Voice Mail_rev7.doc

313 Voice Mail Mailbox Type is set to Extension by default Voice Mail Hunt Group pilot number used by this mailbox, used to deliver visual voice mail information to a set that supports Visual Voice Mail 23-11

314 Here is the same VM Mailbox being added using the user and Device Configuration form Voice Mail_rev7.doc

315 Voice Mail Lab 2 Managing Voice Mailboxes In this lab, you will be using the Voice Mail > VM Mailboxes form. Reference Online Help > Contents > Forms Reference > Forms S to Z > VM Mailboxes Step Task Expected Result 1 Navigate to the Voice Mail > VM Mailboxes form. 2 Program each user s mailbox by performing the following: Enter a mailbox number for this extension. The mailbox number is usually the same as the extension number. Enter a name to identify the user of the mailbox. Enter the extension number where calls to this mailbox are to be directed. A 3- to 6-digit passcode, depending on the passcode length setting. The system requires users to enter their current passcode to retrieve their messages. The default passcode is Leave the remaining fields at default. 3 Create a Call Rerouting First Alternative number to route to the voice mail hunt group for Busy and No Answer for all sets. The VM Mailboxes form is displayed. The data is entered, saved, and displayed in the VM Mailboxes form. A Call Rerouting First Alternative number is set to go to voic for all sets

316 Note - Mitel Integrated Configuration Wizard Practice The following MiCW screen is used to perform the same programming that was just implemented. If you are configuring MiCW in parallel with the remaining labs in this course, then proceed to this screen Voice Mail_rev7.doc

317 Voice Mail Using Voice Mail Before using the voice mail, record a greeting on the telephone and forward the unanswered telephone calls to voice mail. Recording and Playing Messages Users accessing voice mail for the first time are prompted to enter their name and record a greeting. For each of the extensions you added, enter voice mail and follow the prompts to record a greeting. Forwarding Calls to Voice Mail Do not set Call Forwarding on the telephones to send unanswered calls to voice mail. Use a Call Rerouting First Alternative number to route to the voice mail hunt group. This will take care of all users sets with one rule instead of going to each set and adding a call forwarding rule. Call Forwarding is left alone so the users can set their own call forwarding rule that may supersede the call rerouting rule. For example, have calls go to a cell phone instead of voic . The user can then turn it off when they need calls to go back to voic . Note Remember to program a Call Rerouting First Alternative number for all sets to route to the voice mail hunt group. Do this on all sets that require voice mail. Visual Voice Mail Visual voic allows you to visually interact with your voice mail. It is only available on the: 5140 IP Phone 5230 IP Phone 5235 IP Phone 5240 IP Phone 5340 IP Phone 5360 IP Phone It is not available for guest mailboxes on 5140 or 5240 IP phones. You are automatically logged out of the system after 5 minutes of inactivity. Visual Voice Mail shows the caller information for internal extensions that have a voice mailbox. All other calls are displayed as Unknown Caller

318 Lab 3 - Using Voice Mail Use this lab to set up voice mail on your sets. Step Task Expected Result 1 Initialize all voice mailboxes. 2 Access the System Administrator s mailbox and follow the prompts by: Entering the voic hunt group pilot number. Press *. Entering the administrator s mailbox number Enter the administrator s default passcode Press 4 for the System Greetings menu. Press 1 for the Primary Greeting set. Record greetings for Business Open, Business Closed, and a Temporary Greeting. 3 Activate Message Waiting using the *33 access code on one of your extensions. 4 Place a call to the extension and let it ring to the user s voice mailbox. Leave a message in the mailbox. 5 From the called extension, access the user s mailbox. Play the message Voice Mail_rev7.doc

319 Voice Mail Lab 4 Setting Up Visual Voice Mail (Optional) This lab requires a phone that supports Visual Voice Mail. In this lab, you will be using the Voice Mail > VM Mailboxes form. Step Task Expected Result 1 Navigate to the Voice Mail > VM Mailboxes form. The VM Mailboxes form is displayed. 2 Select a mailbox whose user has a phone that supports Visual Voice Mail and enter the Visual Voice Mail Hunt Group Number. 3 Ensure that the COS for the set has HCI/CTI/TAPI Call Control Allowed set to Yes. 4 Call the set and leave a message. 5 Press the Superkey and then select Voic . Log into the mailbox and select the new message. What is displayed on the set when retrieving the message? The mailbox is now set up to provide Visual Voice Mail

320 Managing Distribution Lists A Distribution List allows mailbox subscribers to send messages to several people at one time. There are two types: Personal lists - set up by individual subscribers for their own use Global lists - set up by using the VM Distribution Lists form for use by all subscribers. Only the system administrator can set up or change global lists. Users can create up to 10 personal lists, numbered Each list can have up to 750 contacts. Up to 49 global lists can be created, numbered A 50 th list, number 000, is already set up to broadcast messages to every local mailbox. Select the Add button to add a new list. Select the Add Member button to add the mailboxes to the selected distribution list. From the Main Menu, press 7 for Distribution Lists. The TUI uses the Distribution list menu. When prompted for the distribution list number, enter a two-digit number to represent one of the lists, from 50 to Voice Mail_rev7.doc

321 Voice Mail Lab 5 - Managing Distribution Lists In this lab, you will be using the Voice Mail > VM Distribution Lists form. Step Task Expected Result 1 Navigate to the Voice Mail > VM Distribution Lists form. 2 In the VM Distribution Lists form: Select Add. Enter an ID number from 1 to 49 Enter a Name Select Save. The VM Distribution Lists form is displayed. The data is entered, saved, and displayed in the VM Distribution Lists form. 3 Add some of your mailboxes to the distribution list. The mailboxes are added to the distribution list. 4 Test the 3-digit distribution list by using a set s voic and selecting the programmed distribution list. A voic is sent to all on the distribution list

322 Administrator and Attendant Mailboxes The Administrator's Mailbox allows you to perform voice mail programming from a telephone. Programming by phone cannot completely replace programming from the System Administration Tool, but it is convenient for certain functions such as adding mailboxes and editing mailbox settings. If users gain access to programming areas of voice mail, they can create mailboxes, dial into them, and program personal numbers allowing them to dial back out of the system. This necessitates changing of all three voice mail passcodes, since all systems leaving the factory have the same default passcodes. Caution To protect system security, always change the default passcodes at install, keep them confidential, and change them periodically. Customers should encourage users to do the same. The manager passcode should be given to the person who performs the dayto-day operations, such as editing mailboxes and changing greetings. The default passcodes are listed below, as well as procedures to change the technician level passcode, and what to do should the technician passcode be forgotten. The passcode used to log into the Administrator's Mailbox determines which functions can be accessed. Manager Passcode - allows the user to perform all system administration, mailbox management, and maintenance functions such as changing user passcodes and record system greeting. They cannot add mailboxes, change the administrator passcode, or change the passcode length. Administrator Passcode - allows the user to perform all the manager functions plus adding mailboxes and changing the administrator and manager passcodes, and passcode length. Technician Passcode - allows a technician to do all that the administrator can do, plus enter the function code area for special debugging. The passcode length is a system wide value. If passcode length is increased, all passcodes will have zeros appended to them to match the new length. For example, if changing from 3 to 6 digits, 123 becomes When decreased, passcodes are shortened starting with the last digit moving to the first. For example, if changing from 6 to 3 digits, becomes 123. Passcode Type Passcode Length Technician Default Administrator Default Manager Default Voice Mail_rev7.doc

323 Voice Mail To change the technician passcode, follow these steps. The current technician passcode must be known. 1. Call voice mail and log in to mailbox 999 (9999) using the current technician passcode. 2. Once logged in, dial 9. If the voice mail does not understand that command, the wrong passcode was used to log in to mailbox The expected response is, "Please enter a technician function code". 3. Dial The expected response is, "Please enter a technician function code." 4. Dial the new passcode, keeping the length the same as the current setting. The expected response is, "Please enter a technician function code." 5. Dial the new passcode again, the same number dialed in step 4. The expected response is, "Your passcode has been changed. Please enter a technician function code." 6. Disconnect from the call. Caution Users should not attempt any other technician function codes other than the one used above to change the passcode. Serious damage may result from improper use. If the user changes the default technician passcode, they should notify their service technician what the new passcode is. Once the technician passcode has been changed, the technician should store the new one for safe keeping. Is it is lost or unavailable, Mitel will attempt a password reset under the same rules and guidelines governing the reset of top-level passwords on our PBX systems. This service is chargeable. Caution The operator s mailbox is mailbox 0 and the default passcode is It is important that this passcode be changed at installation time

324 Lab 6 Changing Default Passcodes (Optional) In this lab, you will be changing the default: Technician passcode Administrator passcode Manager passcode Operator s mailbox passcode Use this planner to track the new passcodes. Passcode Type Default Passcode New Passcode Technician 9731 Administrator 8642 Manager 6483 Attendant Mailbox 1234 Step Task Expected Result 1 Dial voice mail, log on as the administrator (*, 9999), and use the default technician passcode of The administrator is accessed on a technician level. 2 Press 9. "Please enter a technician function code" is heard. 3 Press "Please enter a technician function code" is heard. 4 Enter a new four-digit passcode. "Please enter a technician function code" is heard. 5 Enter a new four-digit passcode again. "Your passcode has been changed. Please enter a technician function code" is heard. 6 End the call. The call is ended. 7 Dial voice mail, log on as the administrator (*, 9999), and use the default administrator passcode of The administrator is accessed on an administrator level. 8 Press 6, and then press 1. Enter a new administrator passcode is heard. 9 Enter a new four-digit passcode. For confirmation, please reenter your new passcode is heard. 10 Enter a new four-digit passcode again. "Your passcode has been changed Voice Mail_rev7.doc

325 Voice Mail Step Task Expected Result 11 End the call. The call is ended. 12 Dial voice mail, log on as the administrator (*, 9999), and use the administrator passcode assigned in step 9. The administrator is accessed on an administrator level. 13 Press 6, and then press 3. Enter a new manager passcode is heard. 14 Enter a new four-digit passcode. For confirmation, please reenter your new passcode is heard. 15 Enter a new four-digit passcode again. "Your passcode has been changed. 16 End the call. The call is ended. 17 Dial voice mail and log on to the operator s mailbox 0 (*, 0). There will be a pause while the interdigit timer expires. Welcome, the operator is heard. 18 Enter the default operator passcode of Normal voice mail options are heard. 19 Press 8 (U), then press 7 (P). Enter your new passcode is heard. 20 Enter a new four-digit passcode. For confirmation, please reenter your new passcode is heard. 21 Enter a new four-digit passcode again. "Your passcode has been changed. 22 End the call. The call is ended

326 Managing EVM System Settings EVM can support multiple prompting languages and reroute faxes to the programmed FAX extension. FAX Settings EVM can detect a FAX tone and direct the call to an extension programmed as the FAX extension. The FAX extension has to be an analog extension. The number could be across the network. Status, such as Enabled / Disabled FAX Messages Extension Softkey Support Dial Any Extension Support Block Ext. That Begins With Digital Pager Callback Number Notification Calls Prompt Language You can view and program system default and alternate prompt language, and you can enable or disable bilingual prompting. Default Language Alternate Language Bilingual Enable Language Change mailbox Note Disable bilingual prompting if bilingual support is not being used. Otherwise, you can receive duplicate prompts in English within the Telephony User Interface (TUI) Voice Mail_rev7.doc

327 Voice Mail Managing the Auto Attendant The auto attendant replaces a live operator and directs external callers to the appropriate extensions or voice mailboxes. There are several things needed to set up the auto attendant on the system. These include setting: Company business hours greetings based on: Night mode of the system Days of the week Opening time Closing time Company greetings Primary greeting Up to seven alternate greetings Which greetings are used for each port. Use the administrator s mailbox to record the primary and/or alternate greetings, or download audio (.WAV) files to the system to use as auto attendant greetings. Greetings include: Primary greetings Bilingual welcome greeting Business open greeting Business closed greeting Alternate greetings Sets 2 to 8 and Guest Login/Alternate 9 RAD greetings Caution Once the company greetings have been recorded, they replace the default system greetings. They can only be restored by performing Knowledge Base Article , or if a backup had been completed before the defaults were changed

328 Audio File Download The downloaded audio files are preserved during a system backup or upgrade. They must be G.711 WAV, A-law or mu-law (G.711), 8 bit, mono format. Note Verify the quality and clarity of the audio file before uploading it to the system. Audio quality varies depending on the program used for the conversion. To avoid customer complaints of poor MOH quality, listen to it on your PC speakers first. Note Because each greeting uses a mailbox, voice mailbox licenses are needed to download audio files for system greetings Voice Mail_rev7.doc

329 Voice Mail Preventing Unauthorized Access The auto attendant feature is very similar to DISA in its operation. The only difference between DISA and the auto attendant is that the caller listens to a recorded announcement instead of a dial tone. This means that if the caller is on a dial-in trunk and is not COR-restricted, the caller can dial ARS leading digits and place an outgoing call. Even a COR-restricted trunk can dial a verified account code that could allow access to external trunks. For this reason, all sites with auto attendant, dial-in trunks, and non-dial-in trunks should be toll controlled, with limited COS options and a 12-digit account code to increase the level of difficulty encountered by unauthorized callers attempting to place external calls. If the auto attendant is not to permit external calls, use Interconnect Restrictions to control it. Consideration should also be given to limiting the maximum digits dialed, as defined by the COR number, to enhance the security. There is a setting in the VM Options form called Restrict Numbers That Begin With. It is used to prevent callers from accessing system trunks via the auto attendant. Access is prevented by programming the system to deny transfers when the leading digit dialed matches the first digit of a trunk group access code. For example, it is a method of applying toll fraud restriction to individuals attempting to dial 8 or 9 and an outside number to get PSTN access. For any type of interfaced Voice Mail/Auto Attendant, such as COV/ONS/E&M, proper consideration should be made for toll control of COV and ONS VM/AA ports. Many peripheral systems will simply perform a blind transfer to any digit sequence entered by the incoming trunk. Some ONS VM/AA systems use station ports looped back onto loop-start trunks for messagesending set-ups. All station ports used in loop-backs should be properly toll controlled, only have the minimum required COS options, and be COR restricted. External voice mail systems connected directly to a modem should also be connected to a surveillance device. Most voice mail systems require a password before access, so be sure this password is complicated. It is important to change the passwords periodically, especially when anyone with system access quits the job from either the site or the service provider

330 Lab 7 - Setting Up the Auto Attendant (Optional) Use the Administrators mailbox to record and customize the open and closed greetings. Step Task Expected Result 1 Program the voic hunt group s pilot number as the answer point in the Trunk Attributes form. 2 View and Set Company Business Hours. 3 View and Define Greetings. 4 Change the greeting used on port 1. 5 Change the alternate greeting. 6 Test the Auto Attendant by making an incoming trunk call Voice Mail_rev7.doc

331 Voice Mail Questions 1. What is the maximum number of mailboxes allowed on a 3300 ICP? Refer to the General Information Guide. 2. How many hours of recorded message time does the 3300 ICP have? 3. When the system is backed up, what happens to the voice mail messages to protect the security of the message contents? 23-29

332 23-30 Voice Mail_rev7.doc

333 Music On Hold and Paging 24 Objectives When you finish this module, you will be able to: List and identify the three types of Music On Hold (MOH) sources available. Identify the steps and procedures to install, program and test all variables of MOH, including the variations when working with the Tenanting and ACD Applications. Use the Audio File Manager to install, program and test an embedded MOH scenario. Identify the various connection points and programming steps required to install and program Paging for the different styles of controllers. List the various steps required to install and program a 5485 IP Paging Unit.

334 24-2 Music on Hold and Paging_rev6.doc

335 Music On Hold and Paging Music On Hold Music On Hold (MOH) provides callers with music or information while they are waiting for a call to complete. MOH is provided when a call is on hold, transferred to a busy party, or camped on to an extension. The customer provides the MOH source, such as a radio, CD player, or.wav file. There are three types of MOH: Analog MOH Digital MOH Embedded MOH Analog MOH For analog MOH, an external music source is connected to a MOH circuit on a Universal ASU or the music jack on the MXe or CX/CXi controller. Note In the case of Tenanting and/or ACD, a music source can be connected to an ONS port on the system. Program the port as an extension and assign a DN. The DN is then programmed in the Tenants and/or ACD Paths forms. For external MOH sources, you specify which circuit connects to the music source. The system uses the circuit to supply music to callers placed on hold and to ACD callers in queue. Each Universal ASU has four physical MOH circuits. Only one of the four circuits can be used and is always programmed as the first PLID. The system AMB uses a 3.5 mm stereo or mono jack for MOH input and is also programmed as the first PLID. For a MOH source on a Universal ASU, only pair 1 is used on the RJ-45 connector marked Music on the back of the Universal ASU. CX/CXi Controller AMB MOH audio jack Universal ASU MOH connector 24-3

336 MOH ASU Connection ESM View Maintenance View RJ45 Pins Unit Port Location ID X 1 X MOH System Connection ESM View Maintenance View Unit Port Location ID Analog Music on Hold is programmed as E&M trunks. In the System Options form, set the Music On Hold option to Yes Music on Hold and Paging_rev6.doc

337 Music On Hold and Paging In the E&M Trunk Circuit Descriptors form: Set the Outgoing Start Type parameter to Immediate. Set the Transmission Facility parameter to 2 wire. Set the 2 Wire Balanced Network Setting parameter to 600. Set the Perform Seize Test on Out-of-Service Trunks parameter to No. All other parameters may be any value. 24-5

338 In the E&M Trunks form, ensure that the trunk number is unique. The service number, E&M trunk circuit descriptor number, and the interconnect number may be the same as other E&M trunks. In the System Access Points form, set Music Source to External. In the Music Source Port Location ID field, enter the PLID of the E&M trunk circuit. This is considered System MOH. Connect the MOH source to the programmed MOH circuit Music on Hold and Paging_rev6.doc

339 Music On Hold and Paging Digital MOH Digital Music on Hold is provided by an external music source, such as a radio, connected to a DNIC Music on Hold/Pager Unit (DMP). The DMP is connected to a Peripheral Cabinet s DNI Line Card. Note On the 25-pair Amphenol connector, the 25 th pair goes to the DNIC port and the 7 th pair goes to the music source. To program and install DNIC Music on Hold: In the System Options form Set Music on Hold to Yes. 24-7

340 Program the DMP in the Single Line DNI Sets form as a DMP. A directory number is not required for programming a DMP. In the System Access Points form set the Music Source to External. In the Music Source Port - Location ID field, enter the PLID of the DMP. Music on Hold on Transfer is a Class of Service option that allows a transferred trunk call to hear music while the transfer is taking place. If the trunk s COS has the option on, the trunk s MOH source is heard. If the transferee s COS has the option on and the trunk s COS does not, then the transferees MOH source is heard. Connect the MOH source to the programmed MOH circuit Music on Hold and Paging_rev6.doc

341 Music On Hold and Paging Embedded MOH An audio file downloaded to a controller provides embedded MOH. Sites can use multiple embedded music sources. Up to 65 sources of music can be connected to each system. One music source is for the system MOH and up to 64 alternate audio sources can be used for system and tenant MOH and ACD path recordings. Platform Total RAM Total Hold Time Maximum Number of Embedded MOH Sources MXe with 512 MB (1400-user controller) 16 MB 32 min. 64 CX/CXi 4 MB 8 min. 8 AX 2 MB 2 min. 2 Downloading Embedded MOH Audio Files You can download audio files in.wav format into the system to use as an embedded MOH source for the system. The downloaded audio files are preserved during a system backup or upgrade. The audio file must be G.711.WAV format, 8 KHz, A-law or mu-law (CCITT G.711), 8 bit, mono format. To download an embedded MOH audio file to a 3300 ICP: Select the audio source you want to update. 0 = System MOH by default. When you download an audio file, select an audio file ID number without an existing label unless you want to overwrite an existing audio file. Enter the location / path of the audio file. Select Update to begin the download process. Dialog windows describe the status of the audio file download. 24-9

342 View Embedded Media Sources Once you have downloaded an Embedded MOH audio file, it can be viewed, edited or deleted. The Embedded Media Sources form lists the embedded audio files used for MOH. Use this form to change the label on or delete an audio file. The files are listed by their audio file ID number. The audio file ID numbers are used to identify embedded audio files when assigning them to tenants or ACD paths. A label next to an audio file ID number indicates an existing audio file in the system. The Embedded Media Sources form also displays how much disk space is available in the partitioned hard drive reserved for embedded MOH files Music on Hold and Paging_rev6.doc

343 Music On Hold and Paging Lab 1 Programming and Installing Music on Hold In this lab, you will install an embedded MOH source. The.wav file is located on your student CD. In this lab, you will be using the: Music On Hold > System Audio Files Update form. System Properties > System Feature Settings > System Options form. System Properties > System Feature Settings > System Access Points form. Step Task Expected Result 1 Navigate to the Music On Hold > System Audio Files Update form. 2 Program the form by: Selecting the Music and Alternate Audio Source radio button. Selecting the Audio Source 0 from the Audio Source ID drop-down menu. Select the Browse button and select the MOH.wav file on your student CD. Select Update. 3 Navigate to the System Properties > System Feature Settings > System Options form. 4 Select Change, and then select the Yes radio button for Music on Hold. Select Save. 5 Navigate to the System Properties > System Feature Settings > System Access Points form. 6 Select Change, and then select Embedded from the Music Source drop-down menu. Select Save. 7 Call one of your sets, answer it, and then place the called set on hold. The System Audio Files Update form is displayed. The data is entered and displayed in the System Audio Files Update form, and the file is uploaded to the system. The System Options form is displayed. The data is entered, saved, and displayed in the System Options form. The System Access Points form is displayed. The data is entered, saved, and displayed in the System Access Points form. The MOH recording is heard

344 Paging Paging lets you connect to customer-provided loudspeaker/paging equipment to access individual paging zones or all paging zones simultaneously. The controller can have 16 Paging Zones, numbered 00 through 15. Zone 00 is an All Page, so technically you can have 15 external, customer supplied paging amplifiers. Most installations requiring Overhead or Public Address paging use multi-zone paging amplifiers. A DTMF digit(s) is sent to the Paging unit to identify the required zone and then audio is transmitted to the appropriate zone(s). Analog Paging The ASU and the AMB each provide paging outputs. Each paging port has a tip/ring pair for audio and a second tip/ring pair contact for zone control. The contact closes when paging on zones. Paging is accomplished in one of two methods: Zone control using outpulsed DTMF digits. Emulates E&M trunks, using the contact closure control. CX/CXi Controller AMB paging circuits Universal ASU page connector Music on Hold and Paging_rev6.doc

345 Music On Hold and Paging IP Paging The 5485 IP Paging Unit provides an interface from an external paging amplifier to a Layer 2 switch port on the network, providing communication via TCP/ IP with the system. The 5485 IP Paging Unit uses a local power source. A single 25-pair Amphenol cable connects to the external amplifier using the Main Distribution Frame (MDF). The unit can be wallmounted. Two LED indicators on the J2 and J3 ports provide basic paging status information. Each 5485 IP Paging Unit supports one paging interface to a customer-provided amplifier. If more than one paging interface is needed, you can use multiple units. The 5485 IP Paging Unit is programmed as a 5010 IP Phone. You can use both AMB and Universal ASU paging circuits along with the 5485 IP Paging Units on the same system. But the 5485 IP Paging units are accessed using directed or group page and the AMB/ASU paging circuits are accessed as loudspeaker paging zones IP Paging Unit Pinouts Pin Color Code Signal 9 BR/R Audio output, Positive 34 R/BR Audio output, Negative 36 BK/BL Relay Closure (normally closed) 37 BK/O Relay Closure (normally open) 11 BL/BK 12 O/BK Page Control input 24-13

346 To program and install a 5485 IP Paging Unit: Program the 5485 IP Paging Unit as a 5010 IP phone in the Multiline IP Sets form or User and Device Configuration form Music on Hold and Paging_rev6.doc

347 Music On Hold and Paging Connect the system to the Ethernet LAN Port on the 5485 IP Paging Unit. Attach the paging adapter interface to the 9th pair of the 5485 IP Paging Unit. If required, attach the page control inputs of the paging adapter via the MDF to the 11th and 12th pair of the 5485 IP Paging Unit. Connect the 5485 IP Paging Unit power adapter. Connect the external speakers as required to the paging amplifier via the MDF. IP Paging uses the Direct Page feature. Note To reduce the risk of hum or other interference, install the 5485 IP Paging Unit close to the paging amplifier and keep the cables to and from the unit as short as possible. If unbalanced input or output equipment is used, you may need a balancing transformer

348 Questions 1. What is the maximum number of analog paging circuits that can be connected to a 3300 ICP system? 2. Which unit provides the analog paging circuit connectivity on the 3300 ICP? 3. How many paging interfaces does a 5485 IP Paging Unit provide to customer-provided paging equipment? 4. What is the maximum number of analog MOH sources that can be connected to a 3300 ICP system? 5. Which MOH unit is required to provide DNIC Music On Hold connectivity on a 3300 ICP? 6. In order for an embedded MOH source file to be downloaded to a 3300 ICP system what audio parameters must it adhere to? Music on Hold and Paging_rev6.doc

349 Interconnect Restrictions A Objectives When you finish this module, you will be able to restrict devices from calling each other.

350 A-2 Interconnect Restrictions_rev6.doc

351 Interconnect Restrictions Interconnect Restriction Interconnect restrictions are used to prevent certain devices from connecting to other devices, such as phones, trunks, modems and fax machines. For example: Restricting a lobby phone from calling office extensions Blocking trunk to trunk connections Whenever you wish to always restrict one device from calling other devices on the system, you must program the restriction in the Interconnect Restriction table. It defines which devices can call other devices and restricts a one-way connection with each entry. It controls which devices can call or be called by other devices based on the Interconnect number assigned to each device. To make the restrictions effective, assign the Interconnect numbers to the devices you wish to restrict in the appropriate device forms. There are several device forms where you can assign interconnect numbers: Analog Sets Single Line IP Sets Multiline IP Sets Single Line DNI Sets Multiline DNI Sets IP & DNI Consoles Analog/Digital Trunks IP/XNET Trunk Profiles VM Ports The Interconnect number is used in: The Intercept Handling form, which allows you to program how the system is to treat various intercept conditions as they arise in call processing. The Hospitality application in conjunction with the Curfew feature. Hospitality is covered in another module. A-3

352 As shown in the diagram, the multiline sets with interconnect number 1 are restricted from calling multiline sets with interconnect number 5. Extensions 2151 and 2152 cannot call extensions 2154 through This restricts devices with Interconnect Number 1 from calling devices with Interconnect Number 5. Device Extension Interconnect Number Interconnect restrictions cannot be overridden by user features. A third party can act as a bridge to conference restricted devices. If the third party leaves the conference, all members are dropped from the call due to the interconnect restrictions. A-4 Interconnect Restrictions_rev6.doc

353 Interconnect Restrictions Lab 1 Establishing Restrictions Between Devices In this lab, you will be using the: Call Routing > Call Handling > Interconnect Restriction form. Users and Devices > Advanced Configuration > IP Telephones > Multiline IP Sets form. Use the planning form to plan your programming. Planning Sheet Device Extension Interconnect Number Interconnect Restriction Planner From To Interconnect Number Interconnect Number A-5

354 Step Task Expected Result/Observations 1 Navigate to the Call Routing > Call Handling > Interconnect Restriction form. 2 Program an interconnect restriction from number 1 to number 2. This is for lab purposes only. It is recommended that the default interconnect restriction number 1 remain as default with no restriction programmed. 3 Navigate to the Users and Devices > Advanced Configuration > IP Telephones > Multiline IP Sets form 4 Assign interconnect restriction 2 to one of your IP sets. 5 Call that set from another set. What happens? 6 Make a call from that set. What happens? 7 Navigate back to the Interconnect Restriction form. 8 Program an interconnect restriction from number 2 to number 1. 9 Make a call from that set again. What happens? The Interconnect Restriction form is displayed. Interconnect restriction 1 is programmed. The Multiline IP Sets form is displayed. The IP set is assigned interconnect restriction 2 The Interconnect Restriction form is displayed. Interconnect restriction 2 is programmed. 10 Remove all interconnect restrictions. The interconnect restrictions are removed. A-6 Interconnect Restrictions_rev6.doc

355 Interconnect Restrictions Questions 1. In the various Single Line Sets forms, you assign interconnect numbers to telephones. Which form do the interconnect numbers index? 2. Interconnect restriction is intended to restrict callers from using expensive calling routes at certain times of the day. a. TRUE b. FALSE 3. The interconnect number assigned to a station may change depending on whether the system is in Day Service or Night Service. a. TRUE b. FALSE 4. Can an unrestricted third party transfer a set to a device it is restricted from calling? Transferred Conferenced Restricted One-way Two-way One-way Two-way Yes or No? A-7

356 A-8 Interconnect Restrictions_rev6.doc

357 Tenanting B Objectives When you finish this module, you will be able to: List the major steps required to implement a Tenanting application. Design and implement a small Tenant application.

358 B-2 Tenanting_rev6.doc

359 Tenanting Introduction to Tenanting Tenanting allows a single controller to be partitioned among a number of tenants and configured to look like a separate system to each tenant. Up to 64 small businesses, or departments of a larger business, can share features and capabilities of the system. Consoles, CO trunks, and dial-in trunks can be allocated individually to each tenant or shared between tenants as shown in the following diagrams. Switching to night service can be done centrally, or on a tenant-to-tenant basis. Calls through the system can be blocked, so tenants can only call each other on CO trunks. Some system features are enabled for each tenant individually while other features are shared by all tenants. You can define groups such as Attendant Groups, Trunk Groups, and Multiline Appearances with devices belonging to different tenants. B-3

360 Planning Tenanting Because tenants can be allowed to connect to each other, extension numbers must be unique across the entire system. You can have up to 64 tenants, including the landlord tenant 1. Unless otherwise programmed, all phones, consoles, and trunks are in the landlord group. Tenant 1 will always be able to contact all the other tenants. No permissions need to be granted to Tenant 1. Note Tenanting is not supported on systems with: Networked or clustered configurations Resiliency Hot Desking. In addition, IP trunks are not tenantable resources. Some tenants may be allowed to access only specific trunks. ARS checks the tenant interconnection table to verify if a caller may access a particular trunk. If the first choice trunks are not available to a particular tenant, the system skips them and takes the next choice trunks instead. The system automatically searches available trunks from first choice to last choice as it attempts to find a free trunk. Each tenant can have its own MOH source. Callers placed on hold will receive the MOH of the tenant of the call holder. External callers placed on hold by an attendant will receive the MOH of the tenant to which the DID number or answer point is assigned. Hunt groups may contain members from multiple tenants. Group page, call park, and other similar features function for all sets independently of tenant assignment. Calls cannot be forwarded or rerouted to a set in another tenant unless both tenants in question have permission to call each other. This also applies to campon, trade, conference, intrude, callback and other similar features. B-4 Tenanting_rev6.doc

361 Tenanting Programming Tenanting In the License and Option Selection form: Set Tenanting to Yes. Enter your new password. There is no reboot required. B-5

362 In the Tenants form, program the information for each tenant. All inter-tenant connectivity is restricted except as defined under Permissions Granted. For each device and trunk not in the landlord group, enter the tenant number in the appropriate form: Analog Trunks Digital Trunks DNI Consoles IP Consoles Single Line DNI Sets Single Line IP Sets Multiline DNI Sets Multiline IP Sets Wireless IP Sets B-6 Tenanting_rev6.doc

363 Tenanting B-7

364 Night Service Switching to night service can be done centrally or by individual tenants. Central control means that tenant 1, or default tenant, controls the system s day/night service status. It is also referred to as the Landlord group. For example, consider initial conditions like this. Tenant Tenant s Leader Status 1 1 Day 2 1 Day 3 1 Day 4 1 Day When the leader goes into night service, the other tenants also go into night service. Tenant Tenant s Leader Status 1 1 Night 2 1 Night 3 1 Night 4 1 Night B-8 Tenanting_rev6.doc

365 Tenanting Individual tenants can control night service status by applying the day/night status to the phones and trunks in that tenant group. Tenant Tenant s Leader Status 1 1 Day 2 2 Day 3 3 Day 4 4 Day When a leader(s) goes into night service, the other tenants are not affected. Tenant Tenant s Leader Status 1 1 Day 2 2 Night 3 3 Day 4 4 Night B-9

366 Another tenant designated as the night service leader can also control tenant night service. When the night service leader changes the day/night status, the associated tenants night service state is also changed. In this example, tenant 2 has been designated the leader. Tenant Tenant s Leader Status 1 1 Day 2 2 Day 3 2 Day 4 2 Day When leader 2 goes into night service, the associated tenants are also put into night service. Tenant Tenant s Leader Status 1 1 Day 2 2 Night 3 2 Night 4 2 Night B-10 Tenanting_rev6.doc

367 Tenanting Programming Music on Hold In the Tenants form: In the Audio Source list, select one of the following: Default, for system MOH source Embedded, for tenant-specific embedded MOH source External, for tenant-specific analog or digital MOH source If you selected an embedded music source, select the audio source ID assigned to the tenant. If you selected an external music source, enter the Directory Number of the source assigned to the tenant. In a multi-tenant application, music is presented to the held parties in the following order: Music programmed and configured for the tenant. Music programmed and configured for the system. Music programmed and configured for the held party. If no MOH has been programmed and configured, the held party hears silence. B-11

368 Maintenance The CP SERVICE DAY/NIGHT1/NIGHT2 maintenance command will put the default tenant into the specified day/night service. Other tenants defining Tenant 1 as night service leader will be affected the same way. The new LOCATE TENANT 1-n ALL command will list the names and status of the tenant numbers specified. B-12 Tenanting_rev6.doc

369 Tenanting Lab 1 Programming a Tenant A 3300 ICP controller will be used at an office with two tenants. A single attendant console will be responsible for answering all incoming calls for both tenants. In this lab, you will be using the: System Properties > System Feature Settings > Tenants form. Users and Devices > Advanced Configuration > IP Telephones > Multiline IP Sets form. Trunks > Analog > Analog Trunks form. Users and Devices > Attendants > Console Softkeys form. Users and Devices > Telephone Directory Management > Telephone Directory form. Trunks > Trunk Attributes form. Step Task Expected Result/Observations 1 In the Tenants form, program tenant numbers 2 and 3 to be occupied. 2 In the Multiline IP Sets form, program two of your sets as Tenant 2 and two as Tenant 3. Leave the Attendant Console as Tenant 1. 3 Ensure that Tenant 2 cannot call Tenant 3 sets. 4 Ensure that Tenant 3 cannot call Tenant 2 sets. 5 In the Analog Trunks form, program the first two Loop Start trunks as Tenant 2 and the second two Loop Start trunks as Tenant 3. 6 Ensure that Tenant 2 sets cannot call out on Tenant 3 trunks. 7 Ensure that Tenant 3 sets cannot call out on Tenant 2 trunks. 8 In the Console Softkeys form, program a softkey as the trunk answer point for Tenant 2 and a second softkey as the trunk answer point for Tenant 3. 9 In the Telephone Directory form, program a label for the two softkeys in the Telephone Directory. B-13

370 Step Task Expected Result 10 In the Trunk Attributes form, program the Tenant 2 softkey as the answer point for the first two Loop Start trunks and the Tenant 3 softkey as the answer point for the second two Loop Start trunks. 11 Call in to the 3300 ICP on a Tenant 2 trunk. Which softkey rings on the Attendant Console? 12 Call in to the 3300 ICP on a Tenant 3 trunk. Which softkey rings on the Attendant Console? 13 Allow each tenant to control their Day/ Night 1/ Night 2 operational mode. 14 Change Tenant 2 into Night service. Did this affect Tenant 3? B-14 Tenanting_rev6.doc

371 Tenanting Questions 1. When phones are configured as Tenant 1, who can change their day/night status? 2. Tenant permissons control callers from using other tenant resources at certain times of the day. a. True b. False B-15

372 B-16 Tenanting_rev6.doc

373 Intercept Handling C Objectives When you finish this module, you will be able to use Intercept Handling.

374 C-2 Intercept Handling_rev6.doc

375 Intercept Handling Intercept Handling Intercept handling lets the system control what happens to a call when it cannot be completed to the required destination. Intercept handling treats user-generated error conditions in two ways: Presents dial tone or reorder tone Reroute to the directory number of an extension, attendant console, hunt group, or Recorded Announcement Device (RAD) C-3

376 By default, the system sends reorder tone to every intercepted call. Each error condition can be treated individually. For example A toll denied call is intercepted to reorder tone A call to an attendant in night service is intercepted to a RAD An invalid account code returns dial tone allowing additional attempts at entering a correct account code Programming Intercept Handling In the Intercept Handling form: Select an Intercept Number. For each error condition, change the tone or enter a directory number as required. Note Because most callers do not need to receive anything more than a reorder tone, it s a good idea to leave the first instance of the Intercept Handling form in its default condition. In the Station Attributes form, assign an Intercept Number to each directory number. In the Trunk Attributes form, assign an Intercept Number to each Trunk Service Number. Note Trunks should have different intercept numbers than phones so that internal and incoming calls are treated differently. C-4 Intercept Handling_rev6.doc

377 Intercept Handling Extension 1001 will ring extension 1005 if the user dials 0 while the system is in night mode. It will ring extension 1000 if the user violates ARS toll restrictions. C-5

378 Lab 1- Changing Intercept Handling In this lab, you will be using the: Call Routing > Call Handling > Intercept Handling form. Users and Devices > Advanced Configuration > Station Attributes form. Use the planning form to plan your programming. Step Task Expected Result 1 In the Intercept Handling form, modify an intercept instance to reroute calls to one of your extensions when the attendant is dialed while the system is in night service. It is recommended that the default intercept number one not be changed. Ensure that the call to the attendant cannot be completed, including going to voice mail via call rerouting rules. 2 Modify the same intercept instance to reroute calls to one of your attendants s softkeys for: Dial an unassigned (non-existent) directory number Dial a directory number that is Out of Service 3 Assign the Intercept Number to a one of your sets. 4 Verify your Intercept Handling programming from the designated set. C-6 Intercept Handling_rev6.doc

379 Intercept Handling Questions 1. How would you route internal callers to a recording with a warning message whenever they attempt to make restricted outside calls? Form: Form: Intercept Reason: 2. A user dials the Verified Account Code feature access code, and immediately receives reorder tone. What reason would this fall under? C-7

380 C-8 Intercept Handling_rev6.doc

381 Traffic Reporting D Objectives When you finish this module, you will be able to control and generate traffic reports.

382 D-2 Traffic Reporting_rev6.doc

383 Traffic Reporting Traffic Reporting Traffic reports are used to measure the maximum number of system resources used at one time versus the total number of resources available. Dynamics of Traffic System traffic is dynamic, consisting of peaks and lulls. By measuring system traffic, you can determine the pattern of usage and adjust your resources accordingly. Insufficient resources result in degraded services. Excess resources are expensive. System traffic shown in a graph format illustrates traffic fluctuations. This example graph illustrates the number of call attempts made on a trunk group for the duration of one day. The demand ranges from two call attempts to 35 call attempts and indicates that the trunk group receives the heaviest demand during the peak hours from 2:00 to 2:30 PM. Controlling Traffic Reports The system generates traffic reports at regular intervals or reporting periods. The periods may be 15, 30, or 60 minutes each. These periods exist in a time slot. The system fits as many consecutive reporting periods into the time slot as it can. In the illustration, the time slot is 2 hours long. The reporting periods are 30 minutes each, so the system will generate 4 traffic reports within the 2 hour time slot. D-3

384 Use the Traffic Report Options form to control the traffic report. The default usage units for the report will be in Erlangs. D-4 Traffic Reporting_rev6.doc

385 Traffic Reporting For an actual traffic report on Trunk Group Usage, see the following example. This number represents the total number of times this field was successfully accessed during the period indicated on the report. Trunk Groups Outgoing Trk Trunk Group Usage Maximum Group Number Label Peg (CCS) Busy Peg In Use/Avl. 3 E&M TRUN / 4 20 CEPT / 1 22 T1/D4 E& / 1 24 LOOP TRU / 1 28 CO TRUNK / Trunks Trunk Peg Usage In Peg Usage Out Number Label In (CCS) Out (CCS) 1 E&M TRU XXXX E&M TRU E&M TRU BBBB E&M TRU LOOP TR CEPT CO TRUN This number represents the number of times a call could not seize a trunk in the group due to a busy condition. If the trunk group is part of an ARS Route List, the busy peg will reflect a count which applies to busy conditions encountered while scanning the Route List. D-5

386 Lab 1- Generating a Traffic Report In this lab, you will be using the: System Properties > System Feature Settings > Traffic Report Options form. Maintenance and Diagnostics > Maintenance Commands form. Step Task Expected Result 1 In the Traffic Report Options form: Program a 15 minute time slot - to start in 15 minutes (or later) The system should generate a report in 30 minutes Traffic units should be CCS The traffic report file should NOT print as soon as the system generates it The system should store up to 10 traffic files The reports should include Routes, Trunks and Attendant Consoles 2 Wait for the reporting period to begin. Confirm traffic collection is working with the TRAFFIC STATUS maintenance command. 3 Make and answer several calls. 4 Generate, Answer, and Abandon calls to and from the Attendant 5 When the period is over, use the TRAFFIC FILES command to list the traffic files stored in the system. 6 Then use the TRAFFIC PRINT command to print the files. D-6 Traffic Reporting_rev6.doc

387 Traffic Reporting Traffic Report Options - Part 1 Traffic Report Options - Part 2 Option Value Sections to Include In Traffic Report Value Time Slot 1 Active (Yes/No) Start Time 1 (hh:mm: or blank) Stop Time 1 (hh:mm: or blank) Route Plans (Yes/No) Time Slot 2 Active (Yes/No) Start Time 2 (hh:mm: or blank) Stop Time 2 (hh:mm: or blank) Route Lists (Yes/No) Time Slot 3 Active (Yes/No) Start Time 3 (hh:mm: or blank) Stop Time 3 (hh:mm: or blank) Routes (Yes/No) Time Slot 4 Active (Yes/No) Start Time 4 (hh:mm: or blank) Stop Time 4 (hh:mm: or blank) Trunk Groups Time Slot 5 Active (Yes/No) Start Time 5 (hh:mm: or blank) Stop Time 5 (hh:mm: or blank) Trunks (Yes/No) Time Slot 6 Active (Yes/No) Start Time 6 (hh:mm: or blank) Stop Time 6 (hh:mm: or blank) Links (Yes/No) Period Length (15, 30, or 60 minutes) Groups of Links (Yes/No) Usage Units (Erlangs or CCS) Channels (Yes/No) Autoprint (Yes/No) DTMF Receivers (Yes/No) Max. No. of Traffic Files (0 to 10) Data Transceivers (Yes/No) Modem Groups (Yes/No) Data Station Groups (Yes/No) Attendant Groups (Yes/No) Attendant Consoles (Yes/No) Attendants (Yes/No) D-7

388 Questions 1. What is the relation between Time Slots and Periods? 2. Can more than one time slot have Time Slot Active set to YES at the same time? 3. Can their times overlap? 4. What command would you use to list the traffic files that are stored in the system? 5. What command would you use to print a particular traffic report? D-8 Traffic Reporting_rev6.doc

389 Account Codes E Objectives When you finish this module, you will be able to: Program and use Account Codes to change the COS and the COR for a call. Program and use Account Codes to record calls in billing records.

390 E-2 Account Codes_rev6.doc

391 Account Codes Account Code Types Account codes allow you to access features that are normally not available at a phone. Before making a call, enter an account code to change the COS and COR privileges at any phone. When you hang up, the phone returns to its original operating parameters. SMDR can track the use of account codes for billing purposes. Account codes can also be reported in internal SMDR logs. The five types of account codes are: Verified Account Codes Non-Verified Account Codes System Account Codes Default Account Codes Forced Account Codes Verified Account Codes Verified account codes allow access to certain features normally not available at a phone. For example, making long distance calls from a phone that does not normally allow this type of call. With verified account codes, you can change the COS and COR at any phone. When you enter a valid account code number, the system assigns the phone the COS and COR associated with that account code. This is also known as Travelling Class of Service and Class of Restriction. Verified account code numbers can be tracked in SMDR. Non-Verified Account Codes Non-verified account codes let you enter codes on the SMDR record for billing and call management purposes. For example, a law office can use non-verified account codes to keep track of the amount of time a lawyer spends on the phone with specific clients. During a call, you can enter non-verified account codes as often as needed. The system accepts any number as a non-verified account code. System Account Codes System account codes are automatically outpulsed by the system when outgoing calls are made on specialized carrier trunk circuits. When a user makes a call on one of these circuits, the system account code is automatically outpulsed by the system and used by the carrier to validate and record details of the call. E-3

392 Default Account Codes Default account codes are entered automatically by the system each time a user dials an external number. Forced Account Codes Forced account codes must be entered before a call can be made. There are two types: Verified Non-Verified E-4 Account Codes_rev6.doc

393 Account Codes Changing Phone Privileges With Traveling COS and COR Using verified account codes, a company may want to provide some employees with access to long distance calls and certain phone features. Verified account codes allow the user to change user privileges on phones that normally do not have access to long distance calls or specific phone features. As soon as a user hangs up after using the account code, the set returns to its normal condition. In this example, sales people must enter a verified account code before dialing a long distance number in order to track and bill the calls. A user who enters the verified account code number will assume the characteristics of COS 1 and COR 6. Extension Numbers COS Number for Sets Feature Access Code for Account Code Planner **3 Verified (Independent) Account Codes COS Number COR Number E-5

394 Programming the Changing of Set Privileges These are programming form examples. The system will only accept Verified Account Codes if the code is in the Independent Account Codes form. COS 1 ensures that the external calls are recorded in the SMDR records. COS 3 allows the set to dial a Verified This FAC precedes the Account Code number. E-6 Account Codes_rev6.doc

395 Account Codes Lab 1 - Changing Set Privileges Create an independent account code that allows you access to long distance calls from a single-line telephone that is restricted from placing this type of call. In this lab, you will be using the System Properties > System Feature Settings > Independent Account Codes form. Use the planning form to plan your programming. Planner Extension Numbers COS Number for Sets Feature Access Code for Account Code Verified (Independent) Account Codes COS Number COR Number Step Task Expected Result 1 In the Independent Account Codes form, create an independent account code, such as , that allows you to dial long distance calls. 2 From one of your phones, complete a simulated long-distance call. E-7

396 Tracking and Billing Calls A customer may want to include account codes in SMDR records to record incoming and outgoing calls for billing or call management purposes. For example, a law or accounting office may want to bill clients who call for consultation. To do this, the SMDR record for the system needs to include not only the telephone number of the phone that receives the call, but also an account number to identify the customer. If the customer wants to bill clients for consultation, they can assign an account number to each client. When a client calls for a consultation, the consultant simply enters the account code number of the customer while the call is in progress. The account code number creates an SMDR record that includes the telephone number of the phone that receives the call, and the account number that identifies the customer who called. Account codes used for billing or management purposes change as client s change and are not verified by the 3300 ICP. These non-verified account codes can be programmed as either forced or not forced. A Non-Verified Account Code - Not Forced is entered during a call. The Non-Verified Account Code - Forced is entered at the beginning of the call. After the user dials the external number, the system returns dial tone and does not extend the call until the user enters an account code. This feature is useful when a law or accounting office wants to make sure calls made on behalf of clients are always captured in the SMDR records. E-8 Account Codes_rev6.doc

397 Account Codes Non-Verified Account Codes - Not Forced In this example, a law office wishes to track and bill a client who calls into the system. The system must be programmed to include Non-Verified Account Codes - Not Forced in its SMDR records for all incoming and outgoing calls. Extension Numbers Planner SMDR Options Report Account Codes Report Incoming Calls Report Outgoing Calls Yes Yes Yes Class of Service Options Class of Service Number 11 Forced Non-Verified Account Code Non-Verified Account Code SMDR - External No Yes Yes Feature Access Code Non-Verified Account Code **4 E-9

398 Programming Non-Verified Account Codes - Not Forced These are programming form examples. This adds Account Codes to the SMDR records. These create SMDR records for both incoming and outgoing calls. This allows users to enter one or more Non-Verified Account Codes during a call. This FAC precedes the Account Code number. E-10 Account Codes_rev6.doc

399 Account Codes Lab 2 - Tracking and Billing Calls Using Non-Verified Account Codes - Not Forced Create incoming and outgoing call records for your system. The records must include Non- Verified Account Codes - Not Forced. In this lab, you will be using the: System Properties > System Feature Settings > Independent Account Codes form. System Properties > System Feature Settings > Class of Service Options form. Reference Online Help > Contents > System Features > Features A to B > Account Codes-Verified and Non-Verified Use the planning form to plan your programming. Extension Numbers Planner Report Account Codes Report Incoming Calls Report Outgoing Calls Class of Service Number SMDR Options Class of Service Options Forced Non-Verified Account Code Non-Verified Account Code SMDR - External Feature Access Code Non-Verified Account Code Step Task Expected Result 1 Complete the system programming using the required forms. 2 Generate incoming and outgoing call records. 3 Verify the call records that include Non-Verified Account Codes. E-11

400 Forced Account Codes There are two types of Forced Account Codes: Verified Non-Verified With forced verified account codes, you must enter the account code as soon as the phone goes off-hook and before you dial a telephone number. With forced non-verified account codes, you must enter the account code after you dial the telephone number. Forced Verified Account Codes Forced verified account codes must be entered every time you make a call. The system will not give you access to any call processing functions, including dial 0, until it has received a valid account code number. Caution Forced verified account codes restrict the use of the phone, but users must be able to dial emergency numbers. DO NOT enable the forced verified account code feature in the COS form for any telephone. The ONLY time you might want to use forced account codes is for certain DISA applications. Forced Non-Verified Account Codes Forced non-verified account codes numbers are used to ensure calls made on behalf of clients are captured in SMDR records. You must enter an account code after you dial the phone number. You can program the system to avoid entering a forced non-verified account code number when making a call. For example, you could dial a leading digit, such as 8, to make a call without entering an account code, and dial another leading digit, such as 9, to make a call that requires an account code. In this example, a law office wishes to track and bill calls made on behalf of clients. The system must be set-up to include forced non-verified account codes in their SMDR records for incoming and outgoing calls. E-12 Account Codes_rev6.doc

401 Account Codes Extension Numbers Planner SMDR Options Report Account Codes Report Incoming Calls Report Outgoing Calls Yes Yes Yes Class of Service Options Class of Service Number 12 Forced Non-Verified Account Code Non-Verified Account Code SMDR External Yes No Yes ARS Routes Route Number 1 Route Type Non-Verified Account E-13

402 These are programming form examples. Select Non-Verified Account for a route that requires a Forced Non-Verified Account Code. E-14 Account Codes_rev6.doc

403 Account Codes Lab 3 - Tracking and Billing Calls Using Non-Verified Account Codes This lab is optional. In this lab, you will be using the: System Properties > System Feature Settings > Independent Account Codes form. System Properties > System Feature Settings > Class of Service Options form. Reference Online Help > Contents > System Features > Features A to B > Account Codes-Verified and Non-Verified Use the planning form to plan your programming. Extension Numbers Planner Report Account Codes Report Incoming Calls Report Outgoing Calls Class of Service Number SMDR Options Class of Service Options Forced Non-Verified Account Code Non-Verified Account Code SMDR - External Route Number Route Type ARS Routes Step Task Expected Result 1 Complete the system programming using the required forms. 2 Generate incoming and outgoing call records. 3 Verify the call records that include Non-Verified Account Codes. E-15

404 Account Code Length The maximum and default account code length is 12 digits. The minimum is two. If you use an account code that is less than 12 digits long, use # at the end of the digit string. The # sign signals to the system that there are no more digits to come and it makes it more difficult for hackers to crack the account code. Fixed Length Account Codes Verified and non-verified account codes can be a fixed length, between 2 and 12 digits. Fixed length account codes are automatically submitted to the system when you enter the correct number of digits. Fixed length account codes do not work unless the optional Advanced Analog Networking feature package is enabled on the system. The Fixed Account Code Length is entered in the COS Options form. E-16 Account Codes_rev6.doc

405 Account Codes Default Account Codes Default account codes are entered automatically by the system each time a user dials an external number. Account codes may be used to segregate groups in SMDR for billing purposes. Conditions More than one station can be assigned the same default account code. If you enter an account code, it replaces the default account code on the SMDR record. A maximum of 225 default account codes may be programmed. Programming Program account code numbers in the Default Account Codes form. Enter the associated account code index numbers in the Station Attributes form. E-17

406 Questions 1. Which type of Account Code allows a user to change the programmed COS and COR of a phone? 2. A law office wants their 3300 ICP to accept only a predefined set of Account Code numbers. Into which form in the system s database would you enter the set of Account Codes? 3. Which form allows you to change the Account Code length? 4. What could a lawyer do to make the system automatically record a particular Non- Verified Account Code whenever a call is placed to client X? E-18 Account Codes_rev6.doc

407 Speed Calls F Objectives When you finish this module, you will be able to: Define the four speed call types and how they are used. Program Speed Call User. Program Speed Calls - Personal. Program Speed Calls - System. Program Speed Calls Customer Data Entry (CDE).

408 Reference Online Help > Contents > System Features > Features S to V > Speed Call User Online Help > Contents > System Features > Features S to V > Speed Call Personal Online Help > Contents > System Features > Features S to V > Speed Call System Online Help > Contents > System Features > Features S to V > Speed Call CDE Speedcall F-2 Speed Calls_rev6.doc

409 Speed Calls Speed Calls Speed Calls, also known as Speed Dialing, allows users to call specific numbers by pressing a single, pre-programmed key, or dialing an abbreviated number. The system provides the end user with four different types of Speed Calls: User Speed Call - Speed Call Keys allow you to store external numbers under feature keys for faster dialing. You can press a Speed Call Key to dial a phone number or, during a call, to outpulse DTMF tones. Personal Speed Call - lets you store and dial frequently-used numbers by using access codes and index numbers. System Speed Call - allows users to speed dial phone numbers that the administrator has programmed into the system. Users initiate a system speed call by dialing an abbreviated Speed Call Number. Only the administrator can store system speed calls, although all users can dial them. Customer Data Entry (CDE) Speed Call - allows users to speed dial phone numbers that the administrator has programmed into the system. The administrator programs the number into a CDE speed call key on a user's set through the Multiline Set Keys form. Users initiate the speed call by pressing the key. F-3

410 The following diagram shows some examples of how speed calls can be used. F-4 Speed Calls_rev6.doc

411 Speed Calls Speed Calls - User Speed Call Keys allow you to store external numbers under feature keys for faster dialing. You can press a Speed Call Key to dial a phone number or, during a call, to outpulse DTMF tones. A trunk flash or a pause can be inserted into a Speed Call. When the system encounters a pause while dialing a Speed Call string, the system ceases dialing for the duration of the pause. When the pause ends, dialing resumes. To create a longer pause, use multiple pauses. To add a pause while programming a Speed Call number, press Hold/Retrieve, Hold, or Pause. Programming Users can store speed calls directly under the personal keys on their sets. If a user makes a speed call private, the speed call number is not displayed in the system administration tool forms. The system administrator can program User Speed Call keys for a user s set from the Multiline Set Keys or 5235 Idle Softkeys forms. User Speed Call keys cannot exceed 26 digits. Operation To operate, the user simply lifts the handset and presses the Speed Call key. F-5

412 Lab 1 Programming User Speed Call Keys In this lab, you will be using the Users and Devices > Advanced Configuration > Multiline Set Keys form. Step Task Expected Result 1 Navigate to the Users and Devices > Advanced Configuration > Multiline Set Keys form. 2 Select one of the multiline IP set directory numbers. 3 Under Programmable keys, select an available button. The Multiline Set Keys form is displayed. The directory number is selected. The button is selected. 4 Select Change Member. The Multiline Set Keys change member window opens. 5 In the Multiline Set Keys change member window, type SCxxxx in the Label field, where xxxx is the target directory number. Be aware that the number of characters in a label is limited on opposing keys, such as keys 3 and 4 on a 5340 set. 6 Select User Speedcall from the Line Type dropdown menu. 7 Enter the target directory number in the Button Directory Number field. 8 Leave the Ring Type field blank. SCxxxx is entered. User Speedcall type is selected. The target directory number is entered. 9 Select Save. The data is saved and displayed in the Multiline Set Keys form. 10 Press the Speed Call key. It should place a call to the other set F-6 Speed Calls_rev6.doc

413 Speed Calls Speed Calls - Personal An administrator can assign personal speed calls to a station, allowing users to store and retrieve frequently used numbers by dialing access codes and index numbers. Each user can be assigned a maximum of 100 personal speed calls in blocks of 10. The total number of personal speed calls in the system is listed in the System Capacity form. The speed call index must be a two-digit number from 00 to 99. Using the programmed access codes, a user can store up to 26 digits per speed call. Programming To program Personal Speed Calls: Assign a block of personal speed call numbers to the station. Assign up to 100 in multiples of 10, on the Personal Speed Call Allocation form. Assign Feature Access codes for: Personal Speed Call Invoke Operation Personal Speed Call Store Personal Speed Call Remove To dial a Speed Call number: Lift the handset. Dial the Personal Speed Call-Invoke feature access code. Enter a personal speed call index number. It must be a two-digit number. To store a Speed Call number: Lift the handset. Dial the Personal Speed Call-Store feature access code. Enter a two-digit personal speed call index number, from 00 to a maximum of 99. For numbers 0 to 9, add a leading zero. For example, 00, 01, 02, 03 and so on. Dial the number to be stored and hang up. F-7

414 F-8 Speed Calls_rev6.doc

415 Speed Calls Displaying a User s Personal Speed Call Numbers The Personal Speed Calls form allows an administrator to view any user s list of personal speed call numbers. The list can be printed for the user. F-9

416 Lab 2 Allocate Personal Speed Calls to Users In this lab, you will be using the following forms, in this order: Users and Devices > Advanced Configuration > Personal Speed Call Allocation form. Users and Devices > Advanced Configuration > Personal Speed Calls form. Step Task Expected Result 1 Navigate to the Users and Devices > Advanced Configuration > Personal Speed Call Allocation form. 2 Select one of your lab phones and then select Change. Assign a block of 10 personal speed call numbers to the phone. The Personal Speed Call Allocation form is displayed. Ten personal speed call numbers are allocated to the selected phone. F-10 Speed Calls_rev6.doc

417 Speed Calls Step Task Expected Result/Observation 3 Note the following Feature Access Codes from the Feature Access Code form: Personal Speed Call - Store Personal Speed Call - Invoke Personal Speed Call - Remove 4 On the phone, enter the Personal Speed Call Store feature code. 5 Enter a two-digit personal speed call index number from 00 to a maximum of 09. Store = Invoke = Remove = The Personal Speed Call Store feature code is entered. The index number is entered. 6 Enter one of your other lab extension numbers. The target extension number is entered. 7 Hang up. 8 Navigate to the Users and Devices > Advanced Configuration > Personal Speed Calls form. 9 Select the DN that has the block of speed call number assigned to it. The Personal Speed Calls form is displayed. The DN is selected and the speed call index number and the target extension are displayed. F-11

418 Step Task Expected Result 10 On the phone, enter the Personal Speed Call Invoke feature code. The Personal Speed Call Invoke feature code is entered. 11 Enter the Speed Call Index number. The target extension rings. 12 On the phone, enter the Personal Speed Call Remove feature code. The Personal Speed Call Remove feature code is entered. 13 Enter the Speed Call Index number. The speed call number is removed. F-12 Speed Calls_rev6.doc

419 Speed Calls Speed Calls - System The system administrator programs system speed call numbers. Access to a system speed call number is available to all phones within the system. System speed calls let users dial a short number in place of a longer one. All users have access to system speed call numbers. The administrator defines the system speed call number entries. In the following example, the user may dial the 3 speed call numbers shown to access offices in the 3 remote locations. The database administrator usually equates the speed call numbers to the telephone numbers of commonly called business locations such as branch offices. F-13

420 System Speed Calls and Toll Restriction Each system speed call number may have Overrides Toll Control set to Yes or No. If it is set to No, the system only allows the calling extension to make the speed call if its COR allows it. If it is set to Yes, the system does not look at the calling extension s COR. This allows a normally restricted phone to dial offices in remote locations. System Speed Dials Used for DID Conversions In the event that purchased DID numbers do not match the extensions that they will route to, it is necessary to utilize System Speed Dials to route the calls to the appropriate destination. Simply program a system speed dial that matches the DID digits received, and then program the System Speed Dial destination to the appropriate extension. Programming To program system speed call numbers: Enter the Actual Numbers to be dialed into the System Speed Calls form. This can be up to 26 digits. Enter the Speed Call Numbers that the user dials. This can be up to seven digits. To allow all users to dial the System Speed Call, even if they would normally be restricted from doing so in the Class of Restriction, enable Overrides Toll Control in the System Speed Calls form. Operation To operate, the user simply lifts the handset and dials the Speed Call number. F-14 Speed Calls_rev6.doc

421 Speed Calls Lab 3 Programming System Speed Call Numbers In this lab, you will be using the System Properties > System Feature Settings > System Speed Calls form. Step Task Expected Result 1 Navigate to the System Properties > System Feature Settings > System Speed Calls form. 2 Select add and enter: The speed call number that will be entered by the user. The target number that the speed call number will dial. Use one of your lab phones. Select the Override Toll Control yes radio button the set s CORs are to be ignored. Leave the remaining fields at default. Select Save. 3 On one of the lab phones, enter the speed call number. The System Speed Calls form is displayed. The data is entered, saved, and displayed in the System Speed Calls form. The target set rings. F-15

422 Speed Calls - Customer Data Entry (CDE) This feature allows users to speed dial numbers that the administrator has programmed into the system. The administrator programs the number into a CDE Speedcall key on a user's set through the Multiline Set Keys or User and Device Configuration forms. Users initiate the speed call by pressing the key. CDE Speed Call numbers cannot exceed seven digits in length. Users cannot modify CDE Speed Call numbers from their sets. CDE Speed Call allows for special characters to be used in the dial string. This is helpful when programming a digit string that will enable a call to be parked on a specific park zone. For example, the access code for the park feature has been programmed as *51 and we want to park all calls on park zone If the administrator programs a CDE Speed Call button with the digit string *511000, it will allow a single button to be pressed to park the call to zone Another example is the ability to utilize a single button to enter an account code. The button can be programmed to include the feature access code followed by the account code to be registered. Programming To assign a system speed call as a CDE Speed Call key on a user's set: In the Multiline Set Keys form, select the user's directory number from the upper frame. Select a button that is Not Assigned in the lower frame. Select Change Member. Set the Line Type to CDE Speedcall. In the Button Directory Number field, enter the number. There is a maximum of seven digits. If more than seven digits are required, program the number as a User Speed Call in the System Speed Call form. Then program the User Speed Call number against the CDE Speedcall Key. Operation To operate, the user simply lifts the handset and presses the CDE Speedcall Key. F-16 Speed Calls_rev6.doc

423 Speed Calls Lab 4 - Programming CDE Speed Calls Step Task Expected Result 1 Navigate to the Users and Devices > User and Device Configuration form. The User and Device Configuration form is displayed. 2 Select one of the multiline IP sets. The set is selected. 3 Under Keys, select and program an available button as a CDE Speedcall key. Have the key dial a FAC followed by an extension. For example, the Individual Trunk Access FAC followed by a trunk number. 4 Use the CDE Speedcall Key to dial the new digit string. The button is programmed. The digit string is dialed. F-17

424 Questions 1. What is the maximum number of personal speed call numbers (averaging 12 digits in length) that may be stored in a 3300 ICP? 2. Can the database administrator define system speed call numbers? 3. You wish all users to be able to dial a system speed call number. However, many users have a class of restriction that stops them from dialing the number that the speed call equates to. How can you make it possible for these users to dial the speed call number and connect to the destination without changing their classes of restriction? 4. What is the minimum number (greater than 0) of personal speed call numbers you may assign to an extension user? 5. Can multiline set users employ their spare line select keys as speed call keys? F-18 Speed Calls_rev6.doc

425 Scheduler G Objectives When you finish this module, you will understand how to use the Scheduler.

426 G-2 Scheduler_rev2.doc

427 Scheduler Scheduling Events To reduce management overhead and improve productivity, you can schedule common events to run automatically. For example, you may choose to create one event that switches the system from day service to night service every evening, and another event that switches the system back to day service every morning. This feature includes a calendar, which you can update with the holidays for your locality. Then, when you add an event, you can specify an exact repetition interval (daily, weekly, etc.) and indicate whether the event should run on holidays or only on weekdays. Before you begin, complete the basic programming for the Night Service feature by entering answer points for Day, Night 1, and Night 2. Configure a night bell if needed. G-3

428 Update the Calendar Update the calendar so that it contains the correct holidays for your locality. You can do this manually, by programming holidays directly on the calendar, or automatically, by importing a.csv file containing all of the holidays for the current year. To manually update the calendar: 1. Navigate to the Maintenance and Diagnostics > Scheduler form. 2. Use the arrows or mini-calendar to locate the day you wish to update. The mini-calendar appears after selecting the Choose a Date button. 3. To change a weekday into a holiday, right-click the day and select one of the following: Designate this day as a holiday - programs the selected day as a holiday. Designate this week as a holiday - programs the entire week, including the selected day, as a holiday. Designate this day of the week as a holiday - programs this day of the week as a holiday for the selected month. 4. To change a holiday, including Saturday or Sunday, into a weekday, right-click the day and select one of the following: Designate this day as NOT a holiday - programs the selected day as a weekday. Designate this week as NOT a holiday - programs the entire week, including the selected day, as weekdays. Designate this day of the week as NOT a holiday - programs this day of the week as a weekday for the selected month. G-4 Scheduler_rev2.doc

429 Scheduler Add an Event Adding an event involves picking an activity, specifying a start date and time, and indicating whether the event should occur repeatedly or only once. To create a new event: 1. Navigate to the Maintenance and Diagnostics > Scheduler form. 2. Use the arrows or mini-calendar to locate the day you wish to update. 3. Select the day and select Add Event. 4. Select the Event Parameters tab and complete the following: Title enter a title for the event. Start Date - use the dialog box to select the Month, Day, and Year that the event is scheduled to start. Time - use the dialog box to select the Hour, AM/PM, and Minute that the event is scheduled to occur. Select Set to save your changes. Repeats - specify how often you want the event to repeat - Once, Daily, Weekly, Monthly, or Yearly. If you select Daily, Weekly, Monthly, or Yearly, the dialog expands, enabling you to customize the repetition interval. 5. Click the Activity Parameters tab and complete the following: Select Activity - select an event: Go to Day Service Go to Night Service Night Service Options - select a night service option, if applicable: Night1 Night2 6. Select Submit and then OK to save the new event. The new is added to the event list. G-5

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431 Scheduler Manage Events To edit events: 1. Navigate to the Maintenance and Diagnostics > Scheduler form. 2. Locate the event in the event list. 3. Select the event and then select Edit Event. 4. Select the Event Parameters tab and update the Title, Start Date, Time and Repeats fields as necessary. 5. Select the Activity Parameters tab and update the Activity. 6. Select Submit and then OK to save the edited event. The event list is updated. To delete events: 1. Navigate to the Maintenance and Diagnostics > Scheduler form. 2. Locate the event in the event list. 3. Select the event and then select Delete Event and select one of the following options: Cancel Event Deletion - returns to the event list without making any changes. Delete All - deletes all scheduled instances of the event. Delete Just This Instance - deletes the selected instance of the event. 4. Select OK to confirm deletion. The event list is deleted. G-7

432 G-8 Scheduler_rev2.doc

433 Scheduler Lab 1 - Scheduling an Event In the lab, you will be using the Maintenance and Diagnostics > Scheduler form. Step Task Expected Result 1 Navigate to the Maintenance and Diagnostics > Scheduler form. 2 Using either one of your phones or the Attendant Console, put the system into day mode. 3 Program the Scheduler to put the system into Night 1 mode in five minutes for today only. 4 Using either one of your phones or the Attendant Console, check the system s mode. The Scheduler form is displayed. The system is in day mode. The Scheduler is programmed to go into Night 1 mode in five minutes. The system is in Night 1 mode. G-9

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435 Configuration Wizard H Objectives When you finish this module, you will be able to use the Mitel Integrated Configuration Wizard (MiCW)

436 H-2 Configuration Wizard_rev7.doc

437 Configuration Wizard Integrated Configuration Wizard The Mitel Integrated Configuration Wizard allows you to perform initial system setup and user commissioning of a 3300 ICP system with MCD software and the following Mitel Applications Suite (MAS) applications only: Unified Communicator Mobile TeleWorker NuPoint Unified Messaging Speech Auto Attendant Audio and Web Conferencing This module addresses its use with the system only. The wizard is installed on a maintenance PC and then run while the PC is either connected to or disconnected from the controller and the MAS server. After the system configuration is complete, save the file for future application to the controller and server. Further customization can be done by importing.csv files using the wizard and by using ESM and the MAS User and Services application. Supported Installations The Configuration Wizard supports the following installations: Initial installations of both the 3300 ICP and MAS applications Adding new users to existing installations originally configured using the Configuration Wizard. The Configuration Wizard does not support the configuration of existing 3300 ICP and MAS installations beyond the adding of new users. It is not used for day-to-day administration. To add new users to existing installations, no configuration changes are allowed to the 3300 ICP or MAS server from the time that the initial configuration is applied by the wizard. In the case where a user already exists, the existing user data is preserved but the COS is not. The Configuration Wizard does not include programming for: ACD Agents Attendant Consoles NSUs or external ASUs Networking or clustering H-3

438 Forms Programmed By the Wizard The following forms can be modified by the Configuration Wizard. Forms with an asterisk do not have default values. Analog Services Units Analog Trunks ARS Call Progress Tone Detection ARS Digits Dialed ARS Digit Modification Plans ARS Leading Digits ARS Routes Call Rerouting Call Rerouting First Alternatives Card Assignment * Class of Service Options Class of Restriction Groups Cluster Elements Controller Module Configuration * DHCP IP Address Range * DHCP Options * DHCP Server * DHCP Subnet * Digital Links Digital Link Descriptors Digital Trunks Dual E1/T1 Framers * External Visual VM Feature Access Codes Hunt Groups ICP/PBX Networking License and Option Selection * H-4 Configuration Wizard_rev7.doc

439 Configuration Wizard Multiline Set Keys * Network Elements * Personal Ring Groups Quad BRI Framers * Resilient T1/E1 Framers * SMDR Options Station Attributes System Access Points System IP Properties * System Options Telephone Directory Trunk Attributes Trunk Circuit Descriptors CO Trunk Circuit Descriptors E and M Trunk Circuit Descriptors - MSDN-DPNSS-DASSII Trunk Groups Users and Device Configuration VM Business Hours Settings VM Mailboxes VM Options VM Port Capacity VM Ports H-5

440 Wizard Installation The Configuration Wizard is installed onto a maintenance PC running Windows 2000, Windows XP Professional, or Windows Vista (Business or Ultimate) operating system. To download and install the software from MOL: 1. Log on to MOL. 2. Select Technical and then select Software Downloads. 3. Select Mitel Communications Director. 4. Select the appropriate MCD release. 5. Select the MiCW software link. 6. Download the file to your PC hard drive. 7. Run the executable file and follow the prompts to install the software. Defaults Applied to the 3300 ICP The defaults applied by the wizard are listed in: The System Administration Help The Mitel Integrated Configuration Wizard Help Reference Online Help > Contents > System Programming > Using the Mitel Configuration Wizard > Defaults Applied to the 3300 ICP The help system identifies the forms and default values programmed to the forms by the Configuration Wizard. The list is arranged by wizard page. Some forms do not have defaults and the data is supplied by the user. H-6 Configuration Wizard_rev7.doc

441 Configuration Wizard Importing Files The Configuration Wizard lets you import.csv files to further customize or extend the initial configuration. To import 3300 ICP data, create.csv import files using the 3300ICPImportSpreadsheet.xls file. To import 3300 ICP and MAS users, create a.csv import file using the UserServicesTemplate.csv file. Importing files is covered in another module. If you want to remove a.csv file from the list, select the file and click Delete. Caution If you import a.csv file associated with a form that is modified by the Configuration wizard, you will overwrite your wizard selections. H-7

442 Importing Form Data You can import data into the system database using the import functionality accessed in all configurable forms except the following: Console Softkeys Console Softkeys > Softkeys Device Connectivity - All Device Connectivity - Moved DHCP Lease Viewer Dimension Selection Embedded Media Sources > Embedded Media Source Usage License and Option Selection MiXML Applications MiXML Applications > MiXML Application Features VM Network Users Personal Speed Calls Personal Speed Calls > Speed Calls Restore SDS Form Sharing System Audio Files Update System Diagnostics Reporting H-8 Configuration Wizard_rev7.doc

443 Configuration Wizard Running the Wizard The first screen lists the requirements and limitations. H-9

444 Use the wizard to create or open a previously saved configuration file. Select the system type and application options as required. Beginning here, the database can be saved. In this example, Hot Desk Devices and Voice Mail are included. H-10 Configuration Wizard_rev7.doc

445 Configuration Wizard Select the voice mail and record-a-call hunt groups and ports as required. Configure Hot Desking Access Points here as well. Enter the Hot Desk device information. H-11

446 Enter the anticipated number of users and then select Add. Enter the user names. All of this can be imported. Select all users. Use the Autofill button to range program directory numbers, set types, and e- mail addresses. H-12 Configuration Wizard_rev7.doc

447 Configuration Wizard Note It is possible to add all IP sets and also the analog devices connected to the Analog Main Board. Use the Import Spreadsheets to program digital sets connected to a Peripheral Cabinet or analog sets connected to an ASU II. Enter a common format and domain name. Performing an Autofill on the next screen programs the DNs and set types. H-13

448 Configure the external numbers to be used with Dynamic Extension. Configure any Personal Ring Groups. H-14 Configuration Wizard_rev7.doc

449 Configuration Wizard Set up license basics. You can enter license information manually or use the AMC. If you do not change the existing license, the Configuration Wizard will not configure any license information. Enter the System Name and IP Address along with other required information. H-15

450 Configure the time zone and the way the controller will set its date and time. Set up the DHCP server and options. H-16 Configuration Wizard_rev7.doc

451 Configuration Wizard Set the Controller Modules and port types. Set up the Trunks. Note Use the Import Spreadsheets to program Digital Trunks on a Universal Network Services Unit or Analog Trunks on an ASU II. H-17

452 Set up the Trunk Routes. Set the ARS Digits Dialed treatment. H-18 Configuration Wizard_rev7.doc

453 Configuration Wizard Finally, you can import additional forms from.csv files. The Configuration Wizard presents a summary. H-19

454 Use the Save and Configure screen to save your file and implement the new configuration. Use the Save As button on any screen to save your configuration file. Implement the new configuration. H-20 Configuration Wizard_rev7.doc

455 Configuration Wizard A status screen tracks the wizard s progress. H-21

456 H-22 Configuration Wizard_rev7.doc