Nortel 1000 Con?guration guide Instruction sheet

CallPilot
Release 4.0
Document Number: 555-7101-510
Document Version: Standard 1.16
January 2007
Communication Server 1000 Meridian and
CallPilot Server Configuration

Standard 1.16
2CallPilot
Copyright © 2007 Nortel Networks.
All Rights Reserved.
The information in this document is subject to change without notice. The statements,
configurations, technical data, and recommendations in this document are believed to be accurate
and reliable, but are presented without express or implied warranty. Users must take full
responsibility for their applications of any products specified in this document. The information in
this document is proprietary to Nortel Networks.
The process of transmitting data and call messaging between the CallPilot server and the switch 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.
Trademarks
*Nortel Networks, the Nortel Networks 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.
3COM is a trademark of 3Com Corporation.
ADOBE is a trademark of Adobe Systems Incorporated.
ATLAS is a trademark of Quantum Corporation.
BLACKBERRY is a trademark of Research in Motion Limited.
CRYSTAL REPORTS is a trademark of Seagate Software Inc.
EUDORA and QUALCOMM are trademarks of Qualcomm, Inc.
ETRUST and INOCULATEIT are trademarks of Computer Associates Think Inc.
DIRECTX, EXCHANGE.NET, FRONTPAGE, INTERNET EXPLORER, LINKEXCHANGE,
MICROSOFT, MICROSOFT EXCHANGE SERVER, MS-DOS, NETMEETING, OUTLOOK,
POWERPOINT, VISUAL STUDIO, WINDOWS, WINDOWS MEDIA, WINDOWS NT, and
WINDOWS SERVER are trademarks of Microsoft Corporation.
GROUPWISE and NOVELL are trademarks of Novell Inc.
INTEL is a trademark of Intel Corporation.
LOGITECH is a trademark of Logitech, Inc.
MCAFEE and NETSHIELD are trademarks of McAfee Associates, Inc.

January 2007
Communication Server 1000 Meridian and CallPilot Server Configuration 3
MYLEX is a trademark of Mylex Corporation.
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.
QUICKTIME is a trademark of Apple Computer, Inc.
RADISYS is a trademark of Radisys Corporation.
ROLM is a trademark of Siemens ROLM Communications Inc.
SLR4, SLR5, and TANDBERG are trademarks of Tandberg Data ASA.
SONY is a trademark of Sony Corporation.
SYBASE is a trademark of Sybase, Inc.
TEAC is a trademark of TEAC Corporation.
US ROBOTICS, the US ROBOTICS logo, and SPORTSTER are trademarks of US Robotics.
WINZIP is a trademark of Nico Mark Computing, Inc.
XEON is a trademark of Intel, Inc.
All other trademarks and registered trademarks are the property of their respective owners.

Standard 1.16
4CallPilot

Communication Server 1000 Meridian and CallPilot Server Configuration 5
Publication history
January 2007 CallPilot 4.0, Standard 1.16 of the CallPilot Communication
Server 1000 System and CallPilot Server Configuration guide
is released for general availability.
January 2007 CallPilot 4.0, Standard 1.15 of the CallPilot Communication
Server 1000 System and CallPilot Server Configuration guide
is released for general availability.
December 2006 CallPilot 4.0, Standard 1.14 of the CallPilot Communication
Server 1000 System and CallPilot Server Configuration guide
is released for general availability.
December 2006 CallPilot 4.0, Standard 1.13 of the CallPilot Communication
Server 1000 System and CallPilot Server Configuration guide
is released for general availability.
December 2006 CallPilot 4.0, Standard 1.12 of the CallPilot Succession 1000
System and CallPilot Server Configuration guide is released
for general availability.
November 2006 CallPilot 4.0, Standard 1.11 of the CallPilot Succession 1000
System and CallPilot Server Configuration guide is released
for general availability.
October 2006 CallPilot 4.0, Standard 1.10 of the CallPilot Succession 1000
System and CallPilot Server Configuration guide is released
for general availability.
June 2006 CallPilot 4.0, Standard 1.08 of CallPilot Succession 1000
System and CallPilot Server Configuration is released for
general availability.
October 2005 CallPilot 4.0, Standard 1.07 of CallPilot Succession 1000
system and CallPilot Server Configuration is released for
general availability.
October 2005 CallPilot 4.0, Standard 1.06 of CallPilot Succession 1000
system and CallPilot Server Configuration is released for
general availability.
July 2005 CallPilot 4.0, Standard 1.05 of CallPilot Succession 1000
system and CallPilot Server Configuration is released for
general availability.
July 2005 CallPilot 4.0, Standard 1.04 of CallPilot Succession 1000
system and CallPilot Server Configuration is released for
general availability.

6CallPilot
Publication history Standard 1.16
July 2005 CallPilot 4.0, Standard 1.03 of CallPilot Succession 1000
system and CallPilot Server Configuration is released for
general availability.
July 2005 CallPilot 4.0, Standard 1.02 of CallPilot Succession 1000
system and CallPilot Server Configuration is released for
general availability.
July 2005 CallPilot 4.0, Standard 1.01 of CallPilot Succession 1000
system and CallPilot Server Configuration is released for
general availability.
July 2005 CallPilot 4.0, Standard 1.0 of CallPilot Succession 1000 system
and CallPilot Server Configuration is released for general
availability.
November 2004 CallPilot 3.0, Standard 1.0; CallPilot Succession 1000 system
and CallPilot Server Configuration; title of book changed;
revisions for change of operating system from Windows NT to
Windows 2003.
September 2002 Standard 1.0 of CallPilot Succession 1000 system and
CallPilot Server Configuration is released for CallPilot 2.0
general availability.

Communication Server 1000 Meridian and CallPilot Server Configuration 7
Task List
To set the MGate card’s DIP switches.............................................44
To install the MGate card ................................................................44
To replace an MGate card...............................................................47
To connect the DS30X cable ...........................................................56
To install the DS30X cable for the MPB96 board ............................61
To provision the ELAN subnet.........................................................68
To define the MGCR parameter ......................................................70
To configure the IP addresses and enable the Ethernet interface ..71
To modify the customer data block..................................................74
To configure an ACD agent queue ..................................................79
To configure agents.........................................................................82
To enable the card slots ..................................................................84
To create a default ACD DN ............................................................85
To configure a CDN queue..............................................................86
To configure a phantom superloop ..................................................89
To configure a phantom DN ............................................................90
To configure dummy ACD DNs .......................................................91
To provision digital phonesets .........................................................92
To provision 500/2500 phonesets ...................................................93
To modify the route data block ........................................................95
To save the configuration ................................................................96
To log on to Windows 2003 on the CallPilot server .........................99
To run the Setup Wizard................................................................100
To log on to the CallPilot server ....................................................103
To run the Configuration Wizard....................................................105
To change pcAnywhere caller passwords .....................................108
To set remote desktop policy.........................................................100
To add the server as a member of an existing domain:.................113
To stop and disable the Win 32 Time Service ...............................118
To run Configuration Wizard in a domain ......................................121
To change the computer name......................................................121
To change the local account passwords .......................................122
To test the connection to the ELAN subnet ...................................129
To test the connection to the NNS Subnet ....................................130
To verify that CallPilot can receive calls ........................................131
To verify that you can leave a message ........................................132
To add a user for testing purposes................................................132
To configure the Voice Messaging DN ..........................................133
To leave a message ......................................................................134
To verify that you can retrieve a message.....................................135
To test call channels and voice channels ......................................136
To test call channels and fax channels..........................................137
To test call channels and speech recognition channels ................139
To restore the SDN Table and put all channels back in service ....140

8CallPilot
Task List Standard 1.16

Communication Server 1000 Meridian and CallPilot Server Configuration 9
Contents
1How to get Help 11
2CallPilot and CS 1000 connectivity overview 13
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Symposium Voice Services Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Section A: CallPilot network setup 19
CallPilot and CS 1000 integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
CS 1000 Media Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Section B: Understanding call routing 25
CS 1000 call routing components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Phantom DNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
CallPilot Service Directory Numbers and the SDN Table. . . . . . . . . . . . . . . . . . . 30
How calls are routed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Multimedia channels in the CallPilot server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
How multimedia channels are acquired by callers . . . . . . . . . . . . . . . . . . . . . . . . 35
3Connecting the CallPilot server to the CS 1000 system 37
Section A: Installing the MGate card 39
About the MGate card (NTRB18CA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Installing the MGate card (NTRB18CA). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Replacing an MGate card (NTRB18CA). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Section B: Connecting the CallPilot server to the switch 49
About the DS30X cable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Connecting MPB16-4 boards to MGate cards (NTRB18CA) . . . . . . . . . . . . . . . . 53
Connecting the MPB96 boards to MGate cards (NTRB18CA). . . . . . . . . . . . . . . 58
4Configuring the CS 1000 system 63
CS 1000 hardware and software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
CS 1000 configuration checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Provisioning the ELAN subnet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Defining the Message Register for AML message tracing . . . . . . . . . . . . . . . . . . 70
Configuring CS 1000 IP addresses and enabling the Ethernet interface . . . . . . . . 71
Defining CallPilot in the customer data block. . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Configuring the ACD agent queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Configuring ACD agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Enabling the card slots . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Defining the default ACD DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Configuring CDN queues for messaging services . . . . . . . . . . . . . . . . . . . . . . . . . 86
Configuring phantom DNs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Configuring dummy ACD DNs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Provisioning user phonesets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92

10 CallPilot
Contents Standard 1.16
Configuring the route data block for Network Message Service . . . . . . . . . . . . . . 95
Saving CS 1000 changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
5Configuring the CallPilot server software 97
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Logging on to Windows 2003 on the CallPilot server . . . . . . . . . . . . . . . . . . . . . . 99
Running the Setup Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Logging on to the CallPilot server with CallPilot Manager . . . . . . . . . . . . . . . . . 101
Running the Configuration Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Changing pcAnywhere caller passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Setting Remote Desktop Policy on a Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Configuring CallPilot to operate in a Windows 2000 or 2003 domain. . . . . . . . . 112
6Testing the CallPilot installation 123
Checking that CallPilot is ready to accept calls . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Testing the connection to the ELAN subnet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Testing the connection to the NNS Subnet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Verifying that CallPilot can receive calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Testing the CallPilot software and channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132