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
.

11
Overview
Figure 1 "CS 1000/CallPilot/Contact Center integration process" (page 12)
shows the sequence of procedures you perform to integrate the CS 1000,
CallPilot, and Contact Center systems.
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
.

12 Overview
Figure 1
CS 1000/CallPilot/Contact Center integration process
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
.

Overview 13
The tasks in the CS 1000/CallPilot/Contact Center systems integration
process are listed in Table 1 "Task completion checklist" (page 13). Use this
checklist to implement the integration.
Table 1
Task completion checklist
Task Reference
Configure CS 1000 1. "Checking the system status" (page 21)
2. "Configuring CallPilot resources on the CS
1000" (page 25)
3. "Configuring Contact Center resources on
the CS 1000" (page 49)
Configure CallPilot 1. "Logging on to CallPilot Manager" (page 63)
2. "Configuring the keycode and serial
numbers" (page 66)
3. "Configuring CallPilot server information"
(page 68)
4. "Configuring password information" (page
69)
5. "Configuring multimedia allocations" (page
70)
6. "Configuring the CS 1000 switch
information" (page 71)
7. "Configuring the links on the MGate card"
(page 72)
8. "Configuring CDN information" (page 74)
9. "Configuring the Contact Center Language
Source" (page 75)
10. "Configuring the CallPilot LAN interface"
(page 76)
Configure Contact Center 1. "Shutting down services" (page 79)
2. Configuring the CallPilot connection on the
Contact Center Manager Server
3. "Configuring CDNs on the Contact Center
Manager Administration Server " (page 87)
4. "Configuring and acquiring an IVR ACD DN"
(page 88)
5. "Configuring agent telephones on the
Contact Center Server" (page 89)
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
.

14 Overview
Task Reference
6. "Configuring voice ports on the Contact
Center Server" (page 90)
7. "Configuring Contact Center Manager
Server after installation" (page 80)
Configure Telephony Manager 1. "Setting up communications information"
(page 91)
2. "Setting up customer information" (page 95)
3. "Setting up TM 3.0 applications" (page 97)
4. "Setting up system data" (page 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
.

15
Prerequisites
Before you begin to integrate the Communication Server 1000 (CS 1000),
CallPilot, and Contact Center systems, ensure that you complete the
following prerequisites:
•"Knowledge requirements" (page 15)
•"Capturing integration parameters" (page 15)
•"Establishing the system baseline" (page 17)
Knowledge requirements
The following knowledge and skills are required to implement a CS
1000/CallPilot/Contact Center systems integration:
•basic programming and provisioning skills for the CS 1000 system
•basic knowledge of the CallPilot Manager
•basic Knowledge of the Contact Center Manager
Training
Nortel recommends that you complete product-specific training before you
begin integrating the CS 1000, CallPilot, and Contact Center systems. A
complete list of courses is available at www.nortel.com.
Capturing integration parameters
Table 2 "Integration parameters" (page 15) provides a list of parameters
required to successfully complete the integration. Record these parameters
during the initial planning phase of the integration.
Table 2
Integration parameters
Parameter Value
CS 1000 parameters
Customer number to which CallPilot and
Contact Center belong
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
.

16 Prerequisites
Parameter Value
ELAN subnet for the AML link and its associated
VAS Identifier (VSID)
VAS Identifier (VSID)
Number of Call Registers
Primary Ethernet IP address (ELAN)
Primary Host Name
Secondary Ethernet IP Address (ELAN)
Secondary Host Name
Subnet Mask
Default Gateway if CS 1000 is connected to a
Nortel server subnet
Network IP address
Private Network Identifier
Home Location (ESN) of the CS 1000
Local Steering Code (LSC) of the CS 1000
ACDN for the CallPilot agent queue
Maximum number of agents
List of Terminal Number (TNs) for all agents
Position IDs for each agent
List of on ringing DNs used for outbound calls
Default ACD DN referenced in the CDN
DFDN used in the CDN configuration
Control DN of the queue
Attendant DN
Voice messaging CDN
Multimedia Messaging CDN
Superloop number
CallPilot parameters
Switch customer number configured in CS 1000
CS 1000 system switch IP address (ELAN)
TN information
a. Loop number
b. Shelf number
c. Card number
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
.

Establishing the system baseline 17
Parameter Value
d. Unit number
e. Key 0 (position ID)
f. Key 1 (SCN)
g. Channel allocation
Voice messaging CDN
Multimedia Messaging CDN
Contact Center parameters
CS 1000 system name
CS 1000 switch IP Address (ELAN)
Switch customer number configured in CS 1000
CallPilot server IP address
CallPilot server port: use 10008
Establishing the system baseline
To successfully integrate voice services, you must first establish the system
baseline for the CS 1000, CallPilot, and Contact Center systems so that the
systems are configured and working in a stand-alone environment.
Use Table 3 "Pre-integration checklist" (page 17) to complete system
baselines prior to integration.
Table 3
Pre-integration checklist
Task Reference Comments
The Network Numbering Plan
is implemented. Dialing Plans: Description (553-3001-183) Are you using a Uniform Dialing Plan (UDP) or a
Coordinated Dialing Plan
(CDP), or both?
Are you also using a Group
Dialing Plan (GDP), a North
American Numbering Plan
(NANP), or a Flexible
Numbering Plan (FNP)?
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
.

18 Prerequisites
Task Reference Comments
CS 1000 software is Release
4.5 or later. Tocheckthe CS 1000 software release:
1Log on to Element Manager.
2On the left navigation pane,
select Home.
The Home System View page
appears.
3In the Call Server section,
the software release is referred
to as Release.
Basic installation, setup, and
configuration of the Call Server
components are complete.
Communication Server 1000M
and Meridian 1: Small System
Installation and Configuration
(553-3011-210)
Communication Server 1000M
and Meridian 1: Large System
Installation and Configuration
(553-3021-210)
Communication Server 1000S:
Installation and Configuration
(553-3031-210)
Communication Server 1000E:
Installation and Configuration
(553-3041-210)
Attendant Overflow Position
package 56 is installed. To check that the package is loaded:
1Open a Telnet session to the
Call Server.
2Log on to the Signaling
Server.
3Enter LD 22.
4Enter PRT.
5Enter PKG 56.
6The package is loaded if you
do not receive a “package is
restricted” message.
CallPilot is commissioned
without specific switch
information.
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
.

Establishing the system baseline 19
Task Reference Comments
CallPilot software is Release
4.0 or later.
Contact Center is
commissioned without specific
CS 1000 switch information or
Voice Services information.
Contact Center software is
Release 6.0 or later.
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
.

20 Prerequisites
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
.