Nortel CallPilot Manual

Enterprise: Common
Solution Integration Guide
for Communication Server
1000/CallPilot/Contact
Center/Telephony Manager
ATTENTION
Clicking on a PDF hyperlink takes you to the appropriate page. If necessary,
scroll up or down the page to see the beginning of the referenced section.
NN49000-300
.

Document status: Standard
Document version: 01.01
Document date: 20 December 2006
Copyright © 2006, 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.
Nortel, the Nortel logo and the Globemark are trademarks of Nortel Networks.
Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.
All other trademarks and registered trademarks are the property of their respective owners.
Sourced in Canada.

3
Contents
How to get help 5
Finding the latest updates on the Nortel Web site 5
Getting help from the Nortel Web site 6
Getting help over the phone from a Nortel Solutions Center 6
Getting help from a specialist by using an Express Routing Code 7
Getting help through a Nortel distributor or reseller 7
About this document 9
Audience 9
Related information 9
Overview 11
Prerequisites 15
Knowledge requirements 15
Training 15
Capturing integration parameters 15
Establishing the system baseline 17
CS 1000 configuration 21
CS 1000 configuration procedures 21
Checking the system status 21
Checking the current IP address of the CS 1000 (LD 117) 21
Defining a default Gateway (LD 117) 22
Checking the Ethernet Interface status of the CS 1000 (LD 137) 23
Enabling the Ethernet interface on the CS 1000 (LD 137) 23
Checking the ELAN status on the CS 1000 (LD 48) 24
Enabling the ELAN on the CS 1000 (LD 48) 24
Configuring CallPilot resources on the CS 1000 25
Configuring the ELAN subnet (LD 17) 26
Configuring the System Parameters (LD 17) 27
Defining CallPilot in the customer data block (LD 15) 28
Configuring the route data block 32
Configuring Automatic Call Distribution (LD 23) 33
Configuring ACD agent voice ports for CallPilot (LD 11) 35
Configuring card slots 37
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.

4Contents
Defining the default Automatic Call Distribution DN (LD 23) 38
Configuring a CDN queue (LD 23) 38
Configuring attendant consoles (LD 15) 40
Configuring a phantom superloop (LD 97) 41
Configuring dummy ACD DNs (LD 23) 44
Provisioning telephones 45
Saving CS 1000 changes (LD 43) 48
Configuring Contact Center resources on the CS 1000 49
Configuring the ELAN subnet (LD 17) 49
Configuring System Parameters (LD 17) 51
Configuring Automatic Call Distribution for Contact Center (LD 23) 52
Configuring IVR Automatic Call Distribution for Contact Center (LD 23) 53
Configuring ACD agent voice ports for Contact Center (LD 11) 54
Configuring a CDN queue for Contact Center Manager (LD 23) 56
Provisioning telephones for Contact Center 58
Saving CS 1000 changes (LD 43) 61
CallPilot configuration 63
CallPilot configuration procedures 63
Logging on to CallPilot Manager 63
Configuring the keycode and serial numbers 66
Configuring CallPilot server information 68
Configuring password information 69
Configuring multimedia allocations 70
Configuring the CS 1000 switch information 71
Configuring the links on the MGate card 72
Configuring CDN information 74
Configuring the Contact Center Language Source 75
Configuring the CallPilot LAN interface 76
Contact Center configuration 79
Contact Center configuration procedures 79
Shutting down services 79
Configuring Contact Center Manager Server after installation 80
Configuring CDNs on the Contact Center Manager Administration Server 87
Configuring and acquiring an IVR ACD DN 88
Configuring agent telephones on the Contact Center Server 89
Configuring voice ports on the Contact Center Server 90
Telephony Manager configuration 91
Telephony Manager configuration procedures 91
Setting up communications information 91
Setting up customer information 95
Setting up TM 3.0 applications 97
Setting up system data 99
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.

5
How to get help
This chapter explains how to get help for Nortel products and services.
Finding the latest updates on the Nortel Web site
The content of this documentation is current at the time of product
release. To check for updates to the latest documentation and software for
Communication Server 1000 (CS 1000), CallPilot, and Contact Center,
click one of the following links:
For the... Go to...
Latest CS 1000E software Nortel page for CS 1000E software located at:
http://www130.nortelnetworks.com/go/main.js
p?cscat=SOFTWARE&resetFilter=1&poid=1
4261
Latest CS 1000M Cabinet/Chassis software Nortel page for CS 1000E software located at:
http://www130.nortelnetworks.com/go/main.js
p?cscat=SOFTWARE&resetFilter=1&poid=1
2515
Latest CS 1000M Half Group/Single
Group/Multi-Group software Nortel page for CS 1000E software located at: http://www130.nortelnetworks.com/go/main.js
p?cscat=SOFTWARE&resetFilter=1&poid=1
2516
Latest CS 1000S software Nortel page for CS 1000E software located at:
http://www130.nortelnetworks.com/go/main.js
p?cscat=SOFTWARE&resetFilter=1&poid=1
2514
Latest CallPilot software Nortel page for CallPilot software located at:
http://www130.nortelnetworks.com/go/main.jsp
?cscat=SOFTWARE&resetFilter=1&poid=8165
Latest CS 1000E documentation Nortel page for CS 1000E software located at:
http://www130.nortelnetworks.com/go/main.jsp
?cscat=DOCUMENTATION&resetFilter=1&po
id=14261
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.

6How to get help
For the... Go to...
Latest CS 1000M Cabinet/Chassis
documentation Nortel page for CS 1000E software located at: http://www130.nortelnetworks.com/go/main.jsp
?cscat=DOCUMENTATION&resetFilter=1&po
id=12515
Latest CS 1000M Half Group/Single
Group/Multi-Group documentation Nortel page for CS 1000E software located at: http://www130.nortelnetworks.com/go/main.jsp
?cscat=DOCUMENTATION&resetFilter=1&po
id=12516
Latest CS 1000S documentation Nortel page for CS 1000E software located at:
http://www130.nortelnetworks.com/go/main.jsp
?cscat=DOCUMENTATION&resetFilter=1&po
id=12514
Latest CallPilot documentation Nortel page for CallPilot software located at:
http://www130.nortelnetworks.com/go/main.js
p?cscat=DOCUMENTATION&resetFilter=1&p
oid=8165
Latest Contact Center documentation Nortel page for Contact Center software located
at: http://www130.nortelnetworks.com/go/mai
n.jsp?cscat=DOCUMENTATION&resetFilter=
1&poid=8556
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).
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.

Getting help through a Nortel distributor or reseller 7
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 usean 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:
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.
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.

8How to get help
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.

9
About this document
This document describes the planning, configuration, and troubleshooting
of the integration of the Communication Server 1000 (CS 1000) system
with CallPilot and Contact Center. Integrate the CS 1000 with CallPilot
and Contact Center after all three systems are installed and a baseline of
operation is achieved and tested.
The following systems and software releases are covered in this guide:
•Communication Server 1000 Release 4.5
•CallPilot Release 4.0
•Contact Center Release 6.0
This document is intended to be a stand-alone guide, covering
the prerequisites to and implementation of a successful CS
1000/CallPilot/Contact Center integration. A minimum skill set and level of
understanding is assumed. References to other NTPs, engineering guides,
or troubleshooting guides are made for informational purposes.
Audience The intended audience for this document includes network planners,
installers, and maintenance personnel.
Related information
The following NTPs are referenced in this guide:
•CallPilot Network Planning Guide (555-7101-102)
•Communication Server 1000E: Installation and Configuration
(553-3041-210)
•Communication Server 1000M and Meridian 1: Large System
Installation and Configuration (553-3021-210)
•Communication Server 1000M and Meridian 1: Small System
Installation and Configuration (553-3011-210)
•Communication Server 1000S: Installation and Configuration
(553-3031-210)
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.

10 About this document
•Dialing Plans: Description (553-3001-183)
Enterprise: Common
Solution Integration Guide for Communication Server 1000/CallPilot/Contact Center/Telephony Manager
NN49000-300 01.01 Standard
CS 1000 Release 4.5 20 December 2006
Copyright © 2006, Nortel Networks Nortel Networks Confidential
.