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

Communication Server 1000 Meridian and CallPilot Server Configuration 11
Chapter 1
How to get Help
This section 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:
http://www.nortel.com/support
This site provides quick access to software, documentation, bulletins, and tools to
address issues with Nortel products. More specifically, the site enables you to:
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 don’t find the information you require on the Nortel Technical Support Web
site, and 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:
http://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:
http://www.nortel.com/erc

12 CallPilot
How to get Help Standard 1.16
Getting Help through a Nortel distributor or reseller
If you purchased a service contract for your Nortel product from a distributor or
authorized reseller, contact the technical support staff for that distributor or reseller.

Communication Server 1000 Meridian and CallPilot Server Configuration 13
Chapter 2
CallPilot and CS 1000 connectivity
overview
In this chapter
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
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

14 CallPilot
CallPilot and CS 1000 connectivity overview Standard 1.16
Overview
Introduction
This guide describes the CS 1000*system setup and CallPilot*server configuration
steps of the CallPilot installation. This guide includes:
configuring the CS 1000 system for correct operation with CallPilot
connecting the CallPilot system to the CS 1000 system and the Nortel Server
Subnet (NS Subnet)
configuring the CallPilot server
Note: To comply with the Restriction of Hazardous Substances (RoHS) Directive
2002/95/EC, some of the part numbers now contain an E5 or E6 suffix. For example,
part number NTRH2014 is now NTRH2014E6. The part numbers in this guide do
not contain the suffix.
Before you begin
Before configuring the CS 1000 system and CallPilot server:
Review the Installing CallPilot section in the CallPilot Installation and
Configuration Task List.
Complete stage 2 of the CallPilot Installation and Configuration Task List.
Complete the worksheets in the CallPilot Installation and Configuration Task
List.
Note: If you need a high-level overview of CallPilot and CS 1000 connectivity, then
read the remainder of this chapter.
Otherwise, the installation steps begin in the following chapters:
for tower or rackmount servers, in “Connecting the CallPilot server to the CS
1000 system” on page 37
for the 201i server, in “Configuring the CS 1000 system” on page 63
Complete the steps in each chapter before you continue to the next chapter.
Installation and configuration checklist
Check off the stages and steps in Table 1 on page 15 as they are completed.

Communication Server 1000 Meridian and CallPilot Server Configuration 15
January 2007 CallPilot and CS 1000 connectivity overview
Table 1: Installation and configuration checklist
Step Description Check
Stage 1: Install the connectivity hardware.
Note: For the 201i server, this stage is not applicable. Hardware
connectivity is established when the 201i server is installed in the CS
1000 system, as described in the CallPilot 201i Server Hardware
Installation Guide.
1 If your server is a tower or rackmount server, install the MGate card
(NTRB18CA) in the CS 1000 system. For instructions, see
“Installing the MGate card (NTRB18CA)” on page 43.
❒
2 Connect the tower or rackmount server to the CS 1000 system. For
instructions, see “Connecting the CallPilot server to the switch” on
page 49C.
❒
Stage 2: Configure the CS 1000 system and CallPilot server.
3 Configure the CS 1000 system. Use the “Switch configuration
worksheet” that you completed in the CallPilot Installation and
Configuration Task List. For configuration instructions, see “CS
1000 configuration checklist” on page 65.
❒
4 Run the Configuration Wizard and configure the CallPilot server.
Use the “Configuration Wizard worksheet” that you completed in
the CallPilot Installation and Configuration Task List. For
configuration instructions, see “Running the Configuration Wizard”
on page 105.
❒
5 Change the pcAnywhere password or set the Remote Desktop
Policy.
If you are using pcAnywhere, continue to “Changing
pcAnywhere caller passwords” on page 108.
Note: pcAnywhere is not supported on the CallPilot 201i
system. Continue to “Setting Remote Desktop Policy on a
Server” on page 110.
If you are using Remote Desktop Connection, continue to
“Setting Remote Desktop Policy on a Server” on page 110.
❒
Stage 3: Test CallPilot connectivity.
Note: For instructions, see “Testing the CallPilot installation” on
page 123.
6 Check the CallPilot system-ready indicators to see if CallPilot is
ready to accept calls.
❒

16 CallPilot
CallPilot and CS 1000 connectivity overview Standard 1.16
7 Test the connection to the ELAN subnet, if applicable. ❒
8 Test the connection to the Nortel Server Subnet
(NS Subnet).
❒
9 Verify that CallPilot answers when you dial the Voice Messaging
DN.
❒
Stage 4: Test the CallPilot services and channels.
Note: For instructions, see “Testing the CallPilot installation” on
page 123.
10 Check the system-ready indicators. ❒
11 Verify network connectivity to the CallPilot server over the ELAN
subnet and NNS Subnet.
❒
12 Verify that CallPilot can receive calls. ❒
13 Verify that you can leave a message. ❒
14 Verify that you can retrieve a message. ❒
15 Verify that each call channel and multimedia channel is functioning
correctly.
❒
16 Check for CallPilot alarms using the Alarm Monitor in CallPilot
Manager. Upon confirmation that CallPilot is operating correctly,
clear all alarms.
❒
Stage 5: Install CallPilot Manager on a stand-alone web server (optional).
17 Perform this step only if you want to set up a separate web server
for CallPilot administration. This is necessary if you want to use the
Reporter application, or if high administration traffic is expected.
For instructions, refer to the CallPilot Software Administration
Guide.
❒
Step Description Check

Communication Server 1000 Meridian and CallPilot Server Configuration 17
January 2007 CallPilot and CS 1000 connectivity overview
Symposium Voice Services Support
Introduction
This section is applicable only if you are enabling the Symposium* Voice Services
Support feature. This section provides an overview of the specific CS 1000
configuration steps required for the Symposium Voice Services Support feature.
Notes:
For Symposium integration with CallPilot, Symposium channels can only be
voice channels.
ACD overflow is not supported.
Configuring the CS 1000 system to support CallPilot and Symposium
Call Center Server
This guide provides the specific CS 1000 system configuration instructions required
to support CallPilot. Where there is an exception or additional step required for the
Symposium Voice Services Support feature, this information is also provided. A list
of these exceptions and additional steps is provided below:
1. In overlay 17 (see “Provisioning the ELAN subnet” on page 68), the SECU
prompt must be set to YES.
2. You must set up two additional ACD agent queues: one for ACCESS ports, and
one for IVR*ports. See “Configuring the ACD agent queue” on page 79.
3. In overlay 11, you must specify AST 0 1, where 0 is the number for key 0, and
1 is the number for key 1.
Configuring CallPilot for Symposium Voice Services Support
To configure CallPilot for Symposium Voice Services Support, make the following
changes.
1. In the Configuration Wizard, you must specify the following information for
the Symposium Voice Services Support feature:
On the CS 1000 Information web page, you must specify the Symposium
Call Center Server NNS Subnet IP address.
In the Channel Detail Information dialog box, you must select the check box
for ACCESS or IVR for channels that are to be used for the Symposium
Voice Services Support feature. These are the same channels that you must
program on the CS 1000 system in an ACCESS ACD queue or IVR ACD
queue. Also specify the Class ID for the channel.
2. In the CallPilot Manager Service Directory Number page, do the following:

18 CallPilot
CallPilot and CS 1000 connectivity overview Standard 1.16
Use the ACCESS ACD-DN to create an SDN for the Symposium Voice
Services Support feature.
Define treatment IDs used by Symposium Call Center Server as voice
menus or announcements.
See also
Refer to the Symposium Call Center Server documentation for additional CS 1000
system instructions related to Symposium Call Center Server configuration.
For additional information on Symposium to CallPilot integration, refer to the
CallPilot Distributor Technical Reference.

Communication Server 1000 Meridian and CallPilot Server Configuration 19
January 2007 CallPilot and CS 1000 connectivity overview
Section A: CallPilot network setup
In this section
CallPilot and CS 1000 integration 20
CS 1000 Media Gateway 23
Section B:Understanding call routing 25
Section B:Understanding call routing 25

20 CallPilot
CallPilot and CS 1000 connectivity overview Standard 1.16
CallPilot and CS 1000 integration
Introduction
This section describes how the CallPilot server is integrated into your network with
the CS 1000 system.
Sample network diagrams
201i server
Figure 1 on page 20 shows an example of how the 201i server can be integrated with
the CS 1000 system in your network.
Figure 1: 201i integrated with CS 1000
Tower or rackmount servers
Figure 2 on page 21 shows how a tower or rackmount server can be integrated with
the CS 1000 system in your network: