Nortel CallPilot User manual

Nortel CallPilot
Quickstart Guide
NN44200-313
.

Document status: Standard
Document version: 01.01
Document date: 11 July 2007
Copyright © 2007, Nortel Networks
All Rights Reserved.
Sourced in Canada.
Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or
components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between CallPilot and its servers, switches or system is
proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user
license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by
alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate
termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
Nortel Networks and third-party trademarks appear on the following pages:
*Nortel, the Nortel logo, the Globemark, and Unified Networks, BNR, CallPilot, DMS, DMS-100, DMS-250,
DMS-MTX, DMS-SCP, DPN, Dualmode, Helmsman, IVR, MAP, Meridian, Meridian 1, Meridian Link, Meridian Mail,
Norstar, SL-1, SL-100, Succession, Supernode, Symposium, Telesis, and Unity are trademarks of Nortel Networks.
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ACCENT is a trademark of Accent Software International Ltd.
ADOBE is a trademark of Adobe Systems Incorporated.
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MCAFFEE and NETSHIELD are trademarks of McAfee Associates, Inc.
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NET2PHONE is a trademark of Net2Phone, Inc.
NETOPIA is a trademark of Netopia, Inc.
NETSCAPE COMMUNICATOR is a trademark of Netscape Communications Corporation.
NOTES is a trademark of Lotus Development Corporation.
NORTON ANTIVIRUS and PCANYWHERE are trademarks of Symantec Corporation.
POWERQUEST is a trademark of PowerQuest Corporation.
PROMARK and RHOBOT are trademarks of DMI Promark, Inc.
QUICKTIME is a trademark of Apple Computer, In.
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WINAMP is a trademark of Nullsoft, Inc.
WINRUNNER is a trademark of Mercury Interactive Corporation.

5
Contents
How to get help 7
Getting help from the Nortel Web site 7
Getting help over the phone from a Nortel Solutions Center 7
Getting help from a specialist by using an Express Routing Code 7
Getting help through a Nortel distributor or reseller 8
CallPilot 5.0 installation 9
Prerequisites to CallPilot 5.0 installation 9
CallPilot 5.0 installation tasks 10
Time requirements 11
CS 1000/M1 system status check 13
CS 1000/M1 system status check tasks 13
Checking the current IP address of the PBX (LD 117) 14
Checking the currently configured VAS IDs 14
Checking the ELAN interface status of the PBX (LD 137) 15
Enabling the ELAN interface of the PBX (LD 137) 15
Checking the status of the ELAN connection to the PBX (LD 48) 15
CallPilot resource configuration 17
CallPilot resource configuration tasks 17
Configuring a new ELAN ID and VAS ID (LD 17) 18
Configuring system parameters (LD 17) 19
Defining CallPilot in the customer data block (LD 15) 20
Configuring the Route Data Block (LD 16) 22
Configuring Automatic Call Distribution (LD 23) 23
Configuring the DFDN (LD 23) 24
Configuring the CDN queue (LD 23) 25
Configuring ACD agents (LD 11) 26
Provisioning telephones (LD 11) 28
Enabling card slots (LD 32) 29
Saving CS 1000/M1 changes (LD 43) 30
CallPilot server general description 31
600r CallPilot server 31
Front panel 31
Nortel CallPilot
Quickstart Guide
NN44200-313 01.01 Standard
5.0 11 July 2007
Copyright © 2007, Nortel Networks
.

6Contents
Back panel 32
1005r CallPilot server 33
Front panel 33
Back panel 35
CallPilot server preinstallation 37
Recommended tools 37
CallPilot server preinstallation tasks 38
Choosing a location 38
Preparing the site 38
Connecting to the network 39
Unpacking the server 39
CallPilot server installation 41
CallPilot server installation tasks 41
Rack-mounting the server 41
Installing peripheral devices 42
Installing cables and grounds 43
Performing preboot checks 44
Connecting the server to power and starting it 45
CallPilot server configuration 47
CallPilot server configuration tasks 47
Logging on to the CallPilot server 47
Completing the Setup Wizard and installing PEPs 47
Running the Configuration Wizard 49
Configuring new mailboxes and additional tasks 52
Backing up the system 53
CallPilot server testing 55
CallPilot server testing tasks 55
Checking CallPilot connectivity and channels 55
Verifying that you can log on to mailboxes 56
Verifying that you can leave a message 57
Verifying that you can retrieve a message 57
Verifying that each CallPilot channel is functioning correctly 57
Testing pcAnywhere using a remote PC 58
What is next? 59
Installing the CallPilot 5.0 image 61
Configuring phantom DNs 63
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Quickstart Guide
NN44200-313 01.01 Standard
5.0 11 July 2007
Copyright © 2007, Nortel Networks
.

7
How to get help
This chapter explains how to get help for Nortel products and services.
Getting help from the Nortel Web site
The best way to get technical support for Nortel products is from the Nortel
Technical Support Web site:
www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and
tools to address issues with Nortel products. From this site, you can:
•download software, documentation, and product bulletins
•search the Technical Support Web site and the Nortel Knowledge Base
for answers to technical issues
•sign up for automatic notification of new software and documentation
for Nortel equipment
•open and manage technical support cases
Getting help over the phone from a Nortel Solutions Center
If you do not find the information you require on the Nortel Technical Support
Web site, and you have a Nortel support contract, you can also get help
over the phone from a Nortel Solutions Center.
In North America, call 1-800-4NORTEL (1-800-466-7835).
Outside North America, go to the following Web site to obtain the phone
number for your region:
www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code
To access some Nortel Technical Solutions Centers, you can use an Express
Routing Code (ERC) to quickly route your call to a specialist in your Nortel
product or service. To locate the ERC for your product or service, go to:
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Copyright © 2007, Nortel Networks
.

8How to get help
www.nortel.com/erc
Getting help through a Nortel distributor or reseller
If you purchase a service contract for your Nortel product from a distributor
or authorized reseller, you can contact the technical support staff for that
distributor or reseller.
Nortel CallPilot
Quickstart Guide
NN44200-313 01.01 Standard
5.0 11 July 2007
Copyright © 2007, Nortel Networks
.

9
CallPilot 5.0 installation
The CallPilot 5.0 Quickstart Guide provides basic instructions on new
hardware installation and basic configuration of a CallPilot 5.0 system. After
using this guide to set up a basic CallPilot configuration, you should be
able to dial a mailbox, leave a message and retrieve a message using the
telephone. For more detailed configuration information, see the appropriate
technical documentation.
This document is designed to be followed from start to finish and is intended
for experienced installers.
Prerequisites to CallPilot 5.0 installation
Before you proceed with installation of a CallPilot 5.0 system using this
guide, you should have the following knowledge and skills:
•Understanding of basic programming and provisioning for CallPilot 5.0.
•Understanding of basic programming and provisioning for the
Communication Server 1000 (CS 1000) or Meridian 1 (M1) system.
•Knowledge of personal safety precautions to take to minimize risk of
injury when installing components.
DANGER
Risk of injury by electric shock
To minimize risk of injury by electric shock, take care when
working with power equipment and connections.
DANGER
Risk of injury by laser
Never look directly into the end of a fiber cable or use an
optical device to look at the end of a fiber cable unless you are
certain that the other end of the cable is not connected. The
laser traveling through a fiber cable can injure the retina.
Nortel CallPilot
Quickstart Guide
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5.0 11 July 2007
Copyright © 2007, Nortel Networks
.

10 CallPilot 5.0 installation
•Understanding of electrostatic discharge and how to prevent it.
Electrostatic discharge (ESD) is the transfer of charge between
bodies at different electrical potentials. ESD can change the electrical
characteristics of a semiconductor device and degrade or destroy it.
ESD can also disrupt the normal operation of an electronic system by
causing equipment malfunction or failure. Follow these guidelines to
prevent ESD:
— To dissipate or neutralize electrostatic charges, use proper grounding
and use conductive or dissipative materials.
— When handling modules, always wear an antistatic wrist strap
connected to the same ESD grounding point as the equipment being
worked on. Any charge in your body will go to ground rather than
transferring to hardware modules.
— Always set modules on appropriate antistatic material. Proper
antistatic packaging effectively shields the product from charge
and reduces the generation of charge caused by movement of the
product within the container.
•Knowledge of general practices to protect equipment modules from
damage. Follow these guidelines to prevent damage to equipment
modules:
— Handle modules by the faceplate. Do not touch pins or electrical
connections.
— Do not leave slots open. All slots must be filled with modules or
be covered with slot covers, if empty, in order to maintain safety
compliance, proper cooling, and EMI containment in the shelf.
— Ensure that your environment meets the necessary requirements for
temperature, humidity, and cleanliness. Refer to the environmental
requirements for your switch and server in the CallPilot server
configuration guide for your switch model.
— Replace the optional air filter regularly (approximately every three
months) in order to maintain proper cooling and airflow through the
shelf.
— Do not over-tighten thumb screws or lug nuts. Tighten until snug
plus a quarter turn. If you use a power tool to tighten screws, use a
low torque setting (2–3 lbs/sq in).
CallPilot 5.0 installation tasks
The following is a list of the CallPilot 5.0 installation tasks covered in this
guide, listed in the correct sequence. To link to detailed procedures for
each task, click the text.
•"CS 1000/M1 system status check tasks" (page 13)
Nortel CallPilot
Quickstart Guide
NN44200-313 01.01 Standard
5.0 11 July 2007
Copyright © 2007, Nortel Networks
.

Time requirements 11
•"CallPilot resource configuration" (page 17)
•"CallPilot server preinstallation" (page 37)
•"CallPilot server installation" (page 41)
•"CallPilot server configuration" (page 47)
•"CallPilot server testing" (page 55)
Time requirements
The following table shows the approximate time required to complete each
task in the work flow.
Table 1
Time requirements
Task Time to completion
CS 1000/M1 system status check 15 minutes
CallPilot resource configuration 2 hours
CallPilot server preinstallation 1 hour
CallPilot server installation 1 hour
CallPilot server configuration 2 hours
CallPilot server testing 1.5 hours
Total time to completion = 7 hours 45 minutes
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Quickstart Guide
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5.0 11 July 2007
Copyright © 2007, Nortel Networks
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12 CallPilot 5.0 installation
Nortel CallPilot
Quickstart Guide
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5.0 11 July 2007
Copyright © 2007, Nortel Networks
.

13
CS 1000/M1 system status check
This task describes how to check the Communication Server 1000 (CS
1000) or the Meridian 1 (M1) system status.
To successfully install a basic CallPilot system, you must provision or verify
the following parameters on the telephony switch (CS 1000 or M1):
•PBX IP and host name
•VAS ID
•ELAN ID
•system parameters
•ACD
•DFDN
•CDN
•ACD agents
•telephones
CallPilot can be provided only on a per-customer basis on the CS 1000
or M1 system. ELAN messages used for communication between the
telephony switch and CallPilot contain a customer number to which CallPilot
belongs. In these procedures, ensure that you enter the correct customer
number in the overlays.
CS 1000/M1 system status check tasks
The following is a list of tasks you perform to check the status of the CS 1000
or M1 system. To link to detailed procedures for each task, click the text.
•"Checking the current IP address of the PBX (LD 117)" (page 14)
•"Checking the currently configured VAS IDs" (page 14)
•"Checking the ELAN interface status of the PBX (LD 137)" (page 15)
•"Enabling the ELAN interface of the PBX (LD 137)" (page 15)
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Quickstart Guide
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5.0 11 July 2007
Copyright © 2007, Nortel Networks
.

14 CS 1000/M1 system status check
•"Checking the status of the ELAN connection to the PBX (LD 48)" (page
15)
Checking the current IP address of the PBX (LD 117)
Perform the following procedure to check the current IP address in the CS
1000 or M1 system.
Step Action
1Connect to the PBX.
2If you have not already done so, log on using the proper account
with the following syntax:
logi <login name>
3Press Enter.
4At the prompt, type the password for the login name and press Enter.
5Enter LD 117.
6Enter STAT HOST to display the IP addresses and host names
configured in the CS 1000 or M1 system.
Note: If there is no IP provisioning completed, see the CS 1000
System and CallPilot Server Configuration guide (NN44200-312)
for advanced provisioning. When provisioning is complete, return
to this guide and continue to the next procedure.
7To exit the overlay, enter ****.
—End—
Checking the currently configured VAS IDs
Step Action
1Connect to the PBX.
2Enter LD 22.
3At the REQ prompt, enter PRT.
4At the TYPE prompt, enter VAS.
5If there are some VAS IDs provisioned, take note of the VAS ID
information. If there are no VAS IDs provisioned, this guide explains
the steps to provision them in the next chapter.
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Quickstart Guide
NN44200-313 01.01 Standard
5.0 11 July 2007
Copyright © 2007, Nortel Networks
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Checking the status of the ELAN connection to the PBX (LD 48) 15
—End—
Checking the ELAN interface status of the PBX (LD 137)
Perform the following procedure to check the ELAN interface status.
Step Action
1Connect to the PBX.
2Enter LD 137.
3Enter STAT ELNK. The status of the ELAN interface appears.
Note: If the ELAN interface is not configured, continue to
"Enabling the ELAN interface of the PBX (LD 137)" (page 15).
If it is configured, continue to "Checking the status of the ELAN
connection to the PBX (LD 48)" (page 15).
4To exit the overlay, enter ****.
—End—
Enabling the ELAN interface of the PBX (LD 137)
Perform the following procedure to enable the ELAN interface. If it is already
enabled, skip to the next procedure.
Step Action
1Connect to the PBX.
2Enter LD 137.
3Enter CHG ELNK ACTIVE NAME, where NAME is the host name
for the primary IP address.
4To exit the overlay, enter ****.
—End—
Checking the status of the ELAN connection to the PBX (LD 48)
Perform the following procedure to check the status of the ELAN connection
to the PBX.
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Copyright © 2007, Nortel Networks
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16 CS 1000/M1 system status check
Step Action
1Connect to the PBX.
2Enter LD 48.
3Enter STAT ELAN to display a list of current AML links.
Note: Take note of any enabled and active ELANs. This will be
useful when deciding if a new VAS ID and ELAN ID are required.
4To exit the overlay, enter ****.
—End—
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Quickstart Guide
NN44200-313 01.01 Standard
5.0 11 July 2007
Copyright © 2007, Nortel Networks
.

17
CallPilot resource configuration
This task describes how to configure CallPilot 5.0 resources on the
Communication Server 1000 (CS 1000) or Meridian 1 (M1) system.
CallPilot can be provided only on a per-customer basis on the CS 1000
or M1 system. AML messages used for communications between the
telephony switch and CallPilot contain a customer number to which CallPilot
belongs. In these procedures, ensure that you enter the correct customer
number in the overlays.
CallPilot resource configuration tasks
The following is a list of tasks you perform to configure CallPilot 5.0
resources on the CS 1000 or M1 system. To link to detailed procedures
for each task, click the text.
•"Configuring a new ELAN ID and VAS ID (LD 17)" (page 18)
•"Configuring system parameters (LD 17)" (page 19)
•"Defining CallPilot in the customer data block (LD 15)" (page 20)
•"Configuring the Route Data Block (LD 16)" (page 22)
•"Configuring Automatic Call Distribution (LD 23)" (page 23)
•"Configuring the DFDN (LD 23)" (page 24)
•"Configuring the CDN queue (LD 23)" (page 25)
•"Configuring ACD agents (LD 11)" (page 26)
•"Provisioning telephones (LD 11)" (page 28)
•"Enabling card slots (LD 32)" (page 29)
•"Saving CS 1000/M1 changes (LD 43)" (page 30)
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Quickstart Guide
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5.0 11 July 2007
Copyright © 2007, Nortel Networks
.

18 CallPilot resource configuration
Configuring a new ELAN ID and VAS ID (LD 17)
Define and configure the ELAN subnet for the AML link and its associated
VAS ID in the configuration record. This provides the Ethernet connection
over which AML messages are exchanged between the CS 1000 or M1
system and CallPilot. A separate ELAN must be created for CallPilot and
Contact Center for the purpose of integration.
Perform this procedure only if there is no VAS ID provisioned or available.
Step Action
1Connect to the PBX.
2Enter LD 17.
3Enter the appropriate values as described in the following table to
configure a new ELAN ID. For prompts not listed in the following
table, press Enter to accept the default.
Table 2
LD 17 - Configuring the ELAN ID
Prompt Response Notes
REQ CHG
TYPE ADAN
ADAN NEW ELAN xx Where xx is the next available
number, 16 – 31.
CTYP ELAN
DES a..a Enter a relevant description
(for example, CallPilot).
LCTL <cr>
4Enter the appropriate values as described in the following table to
configure a new VAS ID. For prompts not listed in the following table,
press Enter to accept the default.
Table 3
LD 17 - Configuring the VAS ID
Prompt Response Notes
REQ CHG
TYPE VAS
VAS NEW
VSID xx Enter the number entered for
the ELAN ID above.
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Configuring system parameters (LD 17) 19
Prompt Response Notes
ELAN xx Enter the number entered for
the ELAN ID above.
SECU YES
5To exit the overlay, enter ****.
Tech tip: To view the new ELAN, enter LD 22. Enter PRT at the REQ
prompt, then ADAN. A list of all provisioned IDs appears. Use the
capture text function in hyperterminal to save a text file of the output.
—End—
Configuring system parameters (LD 17)
Tech tip: To view a list of all provisioned system parameters, enter LD 22
and enter PRT at the REQ prompt, then CFN. Use the capture text function
in hyperterminal to save a text file of the output.
Step Action
1Connect to the PBX.
2Enter LD 17.
3Enter the appropriate values as described in the following table.
For prompts not listed in the following table, press Enter to accept
the default.
Table 4
LD 17 - Configuring system parameters
Prompt Response Notes
REQ CHG
TYPE PARM
NCR xxx Enter the number of DS0
channels multiplied by 2 plus
the current NCR.
For example, if the current
NCR is 500 and there are 24
DS0 channels, enter 548.
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20 CallPilot resource configuration
Prompt Response Notes
CSQI xxx Enter the number of CallPilot
DS0 channels multiplied by 2.
For example, if there are 24
DS0 channels, enter 48.
CSQO xxx Enter the number of CallPilot
DS0 channels multiplied by 2.
For example, if there are 24
DS0 channels, enter 48.
4To exit the overlay, enter ****.
—End—
Defining CallPilot in the customer data block (LD 15)
Tech tip: To view current system parameters, go to LD 21 and enter PRT at
the REQ prompt, and then CDB and the appropriate customer number. The
result is a list of all the current information in the Customer Data Block. Use
the capture text function in hyperterminal to save a text file of the output.
Step Action
1Connect to the PBX.
2Enter LD 15.
3Enter the appropriate values as described in the following table to
add Call Park Allowed and Message Center Included. For prompts
not listed in the following table, press Enter to accept the default.
Table 5
LD 15 - Configuring Call Park Allowed and Message Center Included
Prompt Response Notes
REQ CHG
TYPE ftr
CUST xx Customer number for CallPilot.
OPT CPA MCI
IDEF YES
NO
If Call Forward by Call Type
(CFCT) is enabled on the CS
1000 or M1 switch, enter YES.
Otherwise, enter NO.
Nortel CallPilot
Quickstart Guide
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Copyright © 2007, Nortel Networks
.