Nortel Express Call Center User manual

Nortel Symposium Express Call Center
Voice Services on Media Card Installation Guide
Product release 4.2 Standard 2.0 March 2005
297-2183-207

Nortel Symposium Express Call Center
Voice Services on Media Card Installation Guide
Publication number: 297-2183-207
Product release: 4.2
Document release: Standard 2.0
Date: March 2005
Copyright © 2005 Nortel Networks, All Rights Reserved
Information is subject to change without notice. Nortel Networks reserves the right to make changes
in design or components as progress in engineering and manufacturing may warrant.
The process of transmitting data and call messaging between the Meridian 1 and Symposium
Express Call Center 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.
*Nortel, Nortel (logo), the Globemark, and This is the Way, This is Nortel (design mark), CallPilot,
DMS, DMS-100, DMS-250, DMS-MTX, DPN, Dualmode, Helmsman, IVR, MAP, Meridian, Meridian
1, Meridian Mail, Norstar, Optivity, SL-1, SL-100, Supernode, and Symposium are trademarks of
Nortel Networks.

Voice Services on Media Card Installation Guide v
Publication history
March 2005 This is the Standard 2.0 version of the Nortel Symposium
Express Call Center Voice Services on Media Card
Installation Guide for Release 4.2.
April 2003 This is the Standard 1.0 version of the Nortel Networks
Symposium Express Call Center Voice Services Card
Installation Guide for Release 4.2.

vi Symposium Express Call Center
Publication history Standard 2.0

Voice Services on Media Card Installation Guide vii
Contents
Media Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
About the Media Card. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Installation overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Installing the Media Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
What’s next . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Cabling the Media Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Assigning network information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Upgrading the Media Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Configuring the Media Card on the switch. . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Replacing a Voice Services card with a Media Card . . . . . . . . . . . . . . . . . . . 35
Precautions for handling circuit cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Appendix A: System restart example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

viii Symposium Express Call Center
Contents Standard 2.0

Voice Services on Media Card Installation Guide ix
List of figures
Figure 1: Media Card (NTVQ01BB) . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Figure 2: A0852632 L-adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Figure 3: L-adapter installed in a large system . . . . . . . . . . . . . . . . . . 20
Figure 4: L-adapter connected to an Ethernet port . . . . . . . . . . . . . . . 20
Figure 5: Static discharge points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

x Symposium Express Call Center
List of figures Standard 2.0

Voice Services on Media Card Installation Guide 11
March 2005 Media Card
Media Card
Introduction
The Media Card provides functionality to implement Call Center Front Ending
and Announcements for Symposium Express Call Center Release 4.2.
The Media Card is a new replacement for the former Voice Services card. The
Media Card appears to the switch as an Extended Digital Line Card (XDLC)
with up to 24 sets attached. These sets must be configured as M2616 sets. The
Media Card is equipped with 24 DSP ports.
Hardware and software compatibility for the Media Card
The following table shows the hardware and software compatibility for the
Media Card:
Media Card
Switch Options Small systems: Option 11C/11C mini/Succession
1000/1000M chassis/1000M cabinet
Large systems: Option 51C/61C/81/81C/Succession
1000M Half Group/Single Group/Multi Group
Card slot location 51C, 61C, 81, or 81C, any IPE slot except CONT.
Note: On older Option 51C to 81C systems (before
IPE shelf vintage NT8D37EC), slots other than 0, 4, 8,
12 will require the NT8D81AA Backplane to I/O Panel
Cable to be installed to connect all required signals to
the I/O panel.
Nortel recommends that the Media Card be located in
the main Meridian 1 cabinet. Nortel also recommends
that on large systems, the Media Card be located in the
loop closest to the switch CPU.
Any IPE slot in an Option 11C.
MDF cabling None (the sets are virtual)

12 Symposium Express Call Center
Media Card Standard 2.0
Note: The most recent hardware and software compatibility information is
contained in the latest support bulletin. Contact your Nortel representative for
more information.
LAN cabling Complete cabling requires
!1 NTAG81 PC maintenance cable
!1 NVQ83 ITG EMC shielding kit
!1 A0852632 L-adapter
!1 Category 5, 10-Base-T Ethernet standard
Software Release Meridian 1 Release 25.15 software and later.
Succession Release 2.0 and later.
Dip Switches settings None
Time and Date stamp Automatically sent out by the Meridian 1/Succession
CPU.
Upgrade capability Yes, loadware upgrades invoked from maintenance
CLI. Upgrade across network via FTP.
Prompt Storage Recorded prompts are stored on a Type II PCMCIA
storage card.
Expandability None
Media Card (continued)

Voice Services on Media Card Installation Guide 13
March 2005 Media Card
About the Media Card
Introduction
Figure 1 shows the Media Card (NTVQ01BB). Refer to Figure 1 when
performing any of the procedures in this guide related to the Media Card.
Figure 1: Media Card (NTVQ01BB)
Features
The Media Card includes the following features:
!call recording application software preinstalled on the card
!24 on-board DSP ports
Note: Although the Media Card can handle 32 DSP ports, Symposium
Express Call Center supports only 24 ports. The remaining ports cannot be
used for other purposes.
!64 Mbytes of voice prompt storage
!64 Mbytes of RAM

14 Symposium Express Call Center
Media Card Standard 2.0
Installation overview
Before you begin
1. Ensure that the Symposium Express Call Center server and client are
installed and operational. For more information, refer to Chapter 3, “Server
software,” in the Nortel Symposium Express Call Center Planning,
Installation, and Administration Guide, Release 4.2.
2. Ensure that you have already run the Symposium Express Call Center
Import wizard. For more information, refer to Chapter 7, “Using the
configuration utilities,” in the Nortel Symposium Express Call Center
Planning, Installation, and Administration Guide, Release 4.2.
Installing the Media Card in the switch
To install a Media Card in the switch, you must complete the following tasks:
1. Install the Media Card in the switch. See “Installing the Media Card” on
page 16.
2. Connect the necessary cables. See “Cabling the Media Card” on page 18.
3. Configure the IVR ACD DNs. See “To configure the IVR ACD DNs and
night call forward” on page 29.
4. Configure the Auxiliary Data System (ADS) block. See “To configure the
Auxiliary Data System data block” on page 30.
5. Configure Voice Services ports on the switch. See “To configure voice
services ports” on page 31.
6. Configure the night call forward DN. See “To configure the IVR ACD DNs
and night call forward” on page 29.

Voice Services on Media Card Installation Guide 15
March 2005 Media Card
Post-installation tasks
After you install the Media Card on the switch, you must perform the following
tasks to configure the card on the server, and to play messages:
1. Add the voice services voice ports to Symposium Express Call Center. For
more information, see “Configuring a voice services card” in the Planning,
Installation, and Administration Guide.
2. Save the voice services card configuration information from the switch into
a text file, and then run the Voice Services Configuration Utility to import
the information into Symposium Express Call Center. For more
information, see “Configuring a voice services card” in the Planning,
Installation, and Administration Guide.
3. Use the Symposium Express Call Center client to record comfort messages,
voice menus, and voice segments, if required. For more information, see
the Call Center Management Guide.
4. Create call treatments. When you create call treatments, you specify which
announcements and voice segments to play, and when to play them.
For more information about configuring voice segments and creating call
treatments, refer to the Call Center Management Guide.

16 Symposium Express Call Center
Media Card Standard 2.0
Installing the Media Card
To install the Media Card
1Determine the cabinet, shelf, and slot location where the Media Card is to
be installed.
2Unpack and inspect the circuit card. Handle the circuit card using the
guidelines in “Precautions for handling circuit cards” on page 39.
3Install a 48/64 Mbyte Type II PC Storage Card in the slot labeled A: on the
Media Card. This card is necessary for prompt storage.
4Insert a dongle into the socket on the Media Card if it is not already present.
5Insert the Media Card into its assigned IPE slot, but do not fully seat the
card.
6Connect Media Card cables. See “Cabling the Media Card” on page 18.
Note: Do not cable the card for Ethernet until after the IP address has been
configured. See “Assigning network information” on page 22.
7Fully insert the Media Card in its assigned slot and lock latches.
Note: The red LED on the faceplate of the Media Card remains lit until a
unit has been configured and matched with a DSP port.
8Configure an Internet Protocol (IP) address for the Media Card.
See “Assigning network information” on page 22.
9Configure Voice Services ports. See “To configure voice services ports” on
page 31.
The Symposium Express Voice Services on Media Card installation is
complete.

Voice Services on Media Card Installation Guide 17
March 2005 Media Card
What’s next
After the card is installed, you must configure an Internet Protocol (IP) address
for the Media Card. See “Assigning network information” on page 22.
ATTENTION See “Media Card test and debug capabilities” in the
Symposium Express Call Center Voice Services on Media
Card Maintenance and Troubleshooting Guide for
information on maintenance port access, and for upgrade
and maintenance information.

18 Symposium Express Call Center
Media Card Standard 2.0
Cabling the Media Card
Introduction
The following components are required for cabling the Media Card:
!1 A0852632 L-adapter (shielded 50-pin key telephone to 9D Sub and Twin
RJ-45 adapter)
!1 NTVQ83AA (A0870556) ITG EMC shielding kit
!1 NTAG81 PC maintenance cable
!1 Category 5 10-Base-T Ethernet standard cable
Media Card Adapter Nortel Server Subnet (L-adapter)
The adapter shown in Figure 2 on page 19 breaks out the signals from the I/O
connector on small and large systems to the following:
!Customer LAN port (Nortel Server Subnet)
!one RS-232 port
Note: The Nortel Server Subnet (formerly known as CLAN) network interface
port is connected to the port labeled ELAN on the L-adapter.

Voice Services on Media Card Installation Guide 19
March 2005 Media Card
Figure 2: A0852632 L-adapter
Figure 3 on page 20 shows an L-adapter installed in a large system with a
securing screw and tie-wrap. In a small system, use a securing screw and cable
bar, and in an Option 11 Mini System, use a securing screw and hook and loop
tape when installing the adapter.
. r
CAUTION
Do not connect terminal equipment to both the backplane serial
connector on NTMF94BA and the faceplate serial connector on
NTAG81CA. These are physical cabling options for the same
serial port.

20 Symposium Express Call Center
Media Card Standard 2.0
Figure 3: L-adapter installed in a large system
Figure 4 shows the L-adapter and cabling connected to an Ethernet port.
Figure 4: L-adapter connected to an Ethernet port