Nortel T1/SMDI User manual
CallPilot
Release 4.0
Document Number: 555-7101-224
Document Version: Standard 1.13
February 2008
T1/SMDI and CallPilot Server
Configuration
Standard 1.13
2CallPilot
Copyright © 2006–2008 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.
February 2008
T1/SMDI and CallPilot Server Configuration 3
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.
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.
Standard 1.13
4CallPilot
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.
T1/SMDI and CallPilot Server Configuration 5
Publication history
February 2008 Standard 1.13 of the T1/SMDI and CallPilot Server
Configuration is issued to include information on
CallPilot T1 integrations.
April 2007 Standard 1.12 of the T1/SMDI and CallPilot Server
Configuration is issued for general release for
CallPilot 4.0.
January 2007 Standard 1.11 of the T1/SMDI and CallPilot Server
Configuration is issued for general release for
CallPilot 4.0.
October 2006 Standard 1.10 of the T1/SMDI and CallPilot Server
Configuration is issued for general release for
CallPilot 4.0.
November 2005 Standard 1.05 of the T1/SMDI and CallPilot Server
Configuration is issued for general release for
CallPilot 4.0.
July 2005 Standard 1.04 of the T1/SMDI and CallPilot Server
Configuration is issued for general release for
CallPilot 4.0.
July 2005 Standard 1.03 of the T1/SMDI and CallPilot Server
Configuration is issued for general release for
CallPilot 4.0.
July 2005 Standard 1.02 of the T1/SMDI and CallPilot Server
Configuration is issued for general release for
CallPilot 4.0.
6CallPilot
Publication history Standard 1.13
July 2005 Standard 1.01 of the T1/SMDI and CallPilot Server
Configuration is issued for general release for
CallPilot 4.0.
July 2005 Standard 1.0 of the T1/SMDI and CallPilot Server
Configuration is issued for general release for
CallPilot 4.0.
April 2003 Release 2.5, Standard 2.0; new material on
installing and configuring MCS 5100 with
CallPilot in the introduction.
October 2003 Release 2.5, Standard 1.0 of the CallPilot
Installation and Configuration, T1/SMDI and
CallPilot Server Configuration
February 2008 Publication history
T1/SMDI and CallPilot Server Configuration 7
.
Fundamentals
CallPilot Fundamentals Guide (555-7101-010)
Planning and Engineering
Data Networking for Voice over IP Guide (553-3001-160)
Network Planning Guide (555-7101-102)
Installation and Configuration
Installation and Configuration Task List Guide (555-7101-210)
Upgrade and Platform Migration Guide (555-7101-207)
Server Installation Guides
201i Server Hardware Installation Guide (555-7101-220)
703t Server Hardware Installation Guide (555-7101-226)
1002rp Server Hardware Installation Guide (555-7101-205)
1005r Server Hardware Installation Guide (555-7101-228)
Configuration and Testing Guides
Meridian 1 and CallPilot Server Configuration Guide (555-7101-222)
T1/SMDI and CallPilot Server Configuration Guide (555-7101-224)
Succession 1000 System and CallPilot Server Configuration Guide (555-7101-510)
Unified Messaging Software Installation
Desktop Messaging and MyCallPilot Installation Guide (555-7101-505)
Administration
Administrator's Guide (555-7101-301)
Software Administration and Maintenance Guide (555-7101-202)
Desktop Messaging and MyCallPilot Administration Guide (555-7101-503)
Meridian Mail to CallPilot Migration Guide (555-7101-801)
Application Builder Guide (555-7101-325)
Reporter Guide (555-7101-310)
Maintenance
Troubleshooting Guide (555-7101-501)
Server Maintenance and Diagnostics
201i Server Maintenance and Diagnostics Guide (555-7101-119)
703t Server Maintenance and Diagnostics Guide (555-7101-227)
1002rp Server Maintenance and Diagnostics Guide (555-7101-206)
1005r Server Maintenance and Diagnostics Guide (555-7101-512)
Symposium, M1/Succession 1000, and Voice Processing Guide (297-2183-909)
End User Information
End User Cards End User Guides
CallPilot Customer Documentation Map
Unified Messaging Quick Reference Card
Unified Messaging Wallet Card
A-Style Command Comparison Card
S-Style Command Comparison Card
Menu Interface Quick Reference Card
Alternate Command Interface Quick Reference Card
Multimedia Messaging User Guide
Speech Activated Messaging User Guide
Desktop Messaging User Guide for Microsoft Outlook
Desktop Messaging User Guide for Lotus Notes
Desktop Messaging User Guide for Novell Groupwise
Desktop Messaging User Guide for Internet Clients
MyCallPilot User Guide
Planning and Engineering Guide (555-7101-101)
8CallPilot
Publication history Standard 1.13
T1/SMDI and CallPilot Server Configuration 9
Task List
Connecting the CallPilot server to the switch .................. 31
To install the cabling........................................................................ 38
To install the cabling........................................................................ 39
To install the SMDI link.................................................................... 42
To install the T1 links....................................................................... 51
Configuring the switch ....................................................... 53
To datafill table MPC ....................................................................... 61
To datafill table MPCLINK ............................................................... 62
To datafill table SLLNKDEV ............................................................ 64
To datafill table UCDGRP ............................................................... 70
To datafill table DNROUTE ............................................................. 74
To datafill table LNINV .................................................................... 76
To finish configuring CFU................................................................ 82
Method 1 — To configure CFU at a telephone (recommended
method) ........................................................................................... 82
Method 2 — To configure CFU at the MAP terminal....................... 83
To move an agent from one UCD group to another ........................ 84
To datafill table IBNXLA .................................................................. 87
To check OFCVAR values .............................................................. 89
To start up the link (for a 1X89 card)............................................... 95
To disable message transfer on the link (for 1X89 cards only) ....... 96
To start up the link (for the 1X89 MPC port option on the IOM) ...... 96
To disable message transfer on the link (for the1X89 MPC port
option on the IOM)........................................................................... 97
Configuring the CallPilot server software......................... 99
To log on to Windows 2003 on the CallPilot server....................... 102
To run the Setup Wizard ............................................................... 104
To log on to the CallPilot server .................................................... 107
To run the Configuration Wizard ................................................... 110
Task List Standard 1.13
10 CallPilot
To change pcAnywhere caller passwords..................................... 113
To set remote desktop policy on a server ..................................... 115
To set domain group policy ........................................................... 119
To add CallPilot server to a domain .............................................. 119
To add the server as a member of an existing domain ................. 120
To stop and disable the Win 32 Time Service............................... 125
To set up user accounts for remote access domain...................... 127
To run Configuration Wizard in a domain...................................... 130
To change the computer name ..................................................... 130
To change the local account passwords ....................................... 131
Testing the CallPilot installation ...................................... 133
To test the connection to the CLAN .............................................. 138
To verify that CallPilot can receive calls........................................ 139
To verify that you can leave a message........................................ 140
To add a user for testing purposes................................................ 141
To configure the Voice Messaging DN......................................... 142
To leave a message ...................................................................... 142
To verify that you can retrieve a message .................................... 144
To test call channels and voice channels...................................... 146
To test call channels and fax channels ......................................... 148
To test call channels and speech recognition channels ................ 149
To restore the SDN Table and put all channels back in service.... 151
T1/SMDI and CallPilot Server Configuration 11
Contents
1How to get Help 13
2CallPilot and T1/SMDI connectivity overview 15
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Installation and configuration checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
CallPilot and T1/SMDI switch combinations. . . . . . . . . . . . . . . . . . . . . . . 20
CallPilot T1 and SMDI components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
SL-100/DMS-100 IP Enabled call routing . . . . . . . . . . . . . . . . . . . . . . . . . 26
3Connecting the CallPilot server to the switch 31
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
CallPilot to switch interface hardware reference . . . . . . . . . . . . . . . . . . . . 33
SMDI link options between CallPilot and the switch. . . . . . . . . . . . . . . . . 37
Installing the switch to SMDI link — direct cable connection. . . . . . . . . . 38
Installing the SMDI link — modem connection. . . . . . . . . . . . . . . . . . . . . 40
Installing the T1 links and EMC cable requirements . . . . . . . . . . . . . . . . . 49
4Configuring the switch 53
Switch hardware and software requirements . . . . . . . . . . . . . . . . . . . . . . . 54
Overview of switch programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Login and Logout code restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Checking the amount of memory available . . . . . . . . . . . . . . . . . . . . . . . . 60
Assigning terminal devices for the NT1X89 card or IOM (NTFX30AA) . 61
Defining datalink characteristics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Datafilling table OFRT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Datafilling table DIGCOL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Defining the UCD group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Assigning a primary DN to a UCD group . . . . . . . . . . . . . . . . . . . . . . . . . 74
Defining line location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Adding agents to a UCD group. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Creating a line DN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Moving an agent from one UCD group to another. . . . . . . . . . . . . . . . . . . 84
Entering feature activation codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Contents Standard 1.13
12 CallPilot
Checking OFCVAR values. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Call routing options and features for user telephone sets . . . . . . . . . . . . . . 90
Starting up the link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Adjusting the volume level. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
5Configuring the CallPilot server software 99
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Logging on to Windows 2003 on the CallPilot server . . . . . . . . . . . . . . . 102
Running the Setup Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Logging on to the CallPilot server with CallPilot Manager . . . . . . . . . . . 105
Running the Configuration Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Changing pcAnywhere caller passwords . . . . . . . . . . . . . . . . . . . . . . . . . 113
Setting Remote Desktop Policy on a Server. . . . . . . . . . . . . . . . . . . . . . . 115
Configuring CallPilot to operate in a Windows 2000 or 2003 domain . . 118
6Testing the CallPilot installation 133
Checking that CallPilot is ready to accept calls . . . . . . . . . . . . . . . . . . . . 134
Testing the connection to the CLAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Verifying that CallPilot can receive calls. . . . . . . . . . . . . . . . . . . . . . . . . 139
Testing the CallPilot software and channels. . . . . . . . . . . . . . . . . . . . . . . 140
ACallPilot T1/SMDI interfaces 153
CallPilot T1 interface and EMC cable requirements . . . . . . . . . . . . . . . . 154
CallPilot SMDI interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Index 189
T1/SMDI and CallPilot Server Configuration 13
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).
How to get Help Standard 1.13
14 CallPilot
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
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.
CallPilot and T1/SMDI connectivity overview Standard 1.13
16 CallPilot
Introduction
This guide describes the steps in setting up a T1/SMDI switch or system and
configuring a CallPilot*server for the CallPilot installation:
connecting the CallPilot system to the T1/SMDI switch or system and
the Customer Local Area Network (CLAN)
configuring the T1/SMDI switch or system for correct operation with
CallPilot
configuring the CallPilot server
For a high-level overview of CallPilot and switch or system connectivity,
read the remainder of this chapter.
For a list of CallPilot documentation, see the document map on page 7.
Before you begin
Before you proceed with configuring the T1/SMDI switch or system and
CallPilot server:
review the “Installing CallPilot” section in the CallPilot Installation and
Configuration Task List
complete the “Installation and configuration checklist,” on page 17
February 2008 CallPilot and T1/SMDI connectivity overview
T1/SMDI and CallPilot Server Configuration 17
Installation and configuration checklist
Complete the steps in each chapter before you continue to the next chapter.
Step Description Check
Stage 1: Install the hardware to connect the CallPilot server to the
switch or system.
1 Connect the CallPilot server to the T1/SMDI switch or system.
For instructions, depending on the type of switch or system you
have, see Chapter 3, “Connecting the CallPilot server to the
switch,” on page 31.
❒
Stage 2: Configure the switch or system and CallPilot server.
2 Configure the T1/SMDI switch or system.
Note: Use the “Switch or system configuration worksheet” that
you completed in the CallPilot Installation and Configuration
Task List.
For configuration instructions, see Chapter 4, “Configuring the
switch,” on page 53.
❒
3 Log onto the CallPilot Server. The Setup Wizard launches
automatically and guides you through installing Service Updates
(SUs) and Performance Enhancements Packages (PEPs), if
updates are required.
❒
4 Run the Configuration Wizard to configure the CallPilot server.
Use the “Configuration Wizard worksheet” that you completed in
the CallPilot Installation and Configuration Task List.
For configuration instructions, see Chapter 5, “Configuring the
CallPilot server software,” on page 99.
❒
CallPilot and T1/SMDI connectivity overview Standard 1.13
18 CallPilot
5 Change pcAnywhere password or set Remote Desktop Policy.
If you are using pcAnywhere, continue to “Changing
pcAnywhere caller passwords” on page 113.
If you are using Remote Desktop Connection, continue to
“Setting Remote Desktop Policy on a Server” on page 115.
❒
Stage 3: Test CallPilot connectivity.
Note: For instructions, see Chapter 6, “Testing the CallPilot installation,”
on page 133.
6 Check CallPilot system-ready indicators to see if CallPilot is ready
to accept calls.
❒
7 Test the connection to the Customer Local Area Network (CLAN). ❒
8 Verify that CallPilot answers when you dial the Voice Messaging
DN.
❒
Stage 4: Test the CallPilot services and channels.
Note: For instructions, see Chapter 6, “Testing the CallPilot installation,”
on page 133.
9 Check the system-ready indicators. ❒
10 Verify network connectivity to the CallPilot server over the
CLAN.
❒
11 Verify that CallPilot can receive calls. ❒
12 Verify that you can leave a message. ❒
13 Verify that you can retrieve a message. ❒
14 Verify that each call channel and multimedia channel is
functioning correctly.
❒
Step Description Check
February 2008 CallPilot and T1/SMDI connectivity overview
T1/SMDI and CallPilot Server Configuration 19
.
Step Description Check
Stage 5: Install CallPilot Manager on a stand-alone web server (optional).
15 Perform this step only if you want to set up a separate web server
for CallPilot administration. This is necessary if the customer
wants to use the Reporter application, or if high administration
traffic is expected.
For instructions, refer to the CallPilot Software Administration
Guide.
❒
CallPilot and T1/SMDI connectivity overview Standard 1.13
20 CallPilot
CallPilot and T1/SMDI switch
combinations
You can integrate the following types of T1/SMDI switches with the
CallPilot server.
SL-100 switch with line side T1 card or channel bank interface
DMS-100 switch with channel bank interface
The following diagrams show the network diagrams of CallPilot 1001rp or
1002rp rackmount servers integrated with each of the T1/SMDI switches.
This manual suits for next models
1
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