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

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.

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

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

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

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

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

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

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

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

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