Optivity Telephony Manager (OTM) Guide for Sales and System Engineers

Transcription

1 Optivity Telephony Manager (OTM) Guide for Sales and System Engineers November 2002 Version 2.0 Page 1

2 Revision History Version Date Author Reason for Edit 0.1 6/1/2001 Patrick Hayashi Initial Draft 0.2 6/4/2001 Patrick Hayashi Initial Release /13/2001 Wendy Mikkelsen Updated to include OTM 1.2 release info /11/2002 Wendy Mikkelsen Updated to include OTM 2.0 information Page 2

3 1.0 INTRODUCTION Why Promote OTM? What does OTM support? What value does OTM provide? What are the key features/benefits for OTM? Sales tips to help you win!! OTM Key Features Windows vs. Web Functionality OTM Requirements Hardware Requirements Windows Support Details Web Browser Client Support OTM Technology OTM in the Data Network SNMP LDAP The Dongle The API Databases CDR Information OTM Documentation Where can I find OTM presentations and sales tools? What does the Partner Information Center (PIC) have? Available Documents Succession Enterprise Management Solutions Brochure Scripted Presentation Order Management and Logistics Information Package Installation and Engineering Guide OTM User Guide OTM Telemanagement User Guide OTM Training Where do go for training on the product? Do the courses provide enough details? OTM Fundamentals OTM Basic Functionality and Web Services OTM Telecom Billing Services OTM Software & Demonstrations Internal Nortel Employees Authorized Distributors Nortel Networks Support Portal OTM Demonstration CD SERVICES NEW OTM INSTALLATIONS Pre-Engineering and Network Design Implementation Services Help Desk Support OTM UPGRADE SERVICES Sales Support for OTM Page 3

4 6.1 Sales Support VoIP Discussion List How to sign up COMPETITION MAT and OTM The History of MAT OTM and MAT Feature Differences MAT Upgrade Options What Version of MAT am I Using? X What is X.11? OTM and X.11 Dependencies What are X.11 Software Packages? FREQUENTLY ASKED QUESTIONS MAT Retirement Questions Why is MAT being retired? What date will MAT be retired? Which OTM product do I migrate to? OTM General Questions What is OTM? What does OTM provide that MAT does not? What products does OTM manage? Does OTM support BCM? Can OTM be used to configure the ITG Cards? Does the OTM server reside on the Corporate LAN? Can the logo in the billing reports be customized? OTM Support Questions What Training is available for OTM? Pricing/Ordering Questions What do I need to do in order to correctly price OTM for a new customer? What is the difference between the General, Enhanced, and Premium packages? Page 4

5 1.0 INTRODUCTION The was created for account managers and systems engineers. The information in this document will be updated on a periodic basis and you should ensure that you are using the latest copy. Refer to the revision table to determine which version you have. The purpose of the Product Guide is to provide account managers and systems engineers with comprehensive information on Optivity Telephony Manager (OTM). In addition to information regarding OTM, this guide includes information that will be of particular value to account managers and systems engineers such as: Sales tips Frequently asked questions Sales tools for account managers Ordering demo software Training resources Pricing examples 1.1 Winning with OTM OTM is a software application that provides fault, configuration, accounting and performance management for the Meridian 1 and Succession CSE 1000 systems. Optivity is the brand name for Nortel s enterprise network management applications that include Optivity Telephony Manager (OTM), Optivity Network Management System (NMS) and Optivity Policy Services (OPS) Why Promote OTM? 1. OTM is the management application for Meridian 1 and Succession CSE1000 systems. Additionally, OTM is required for configuration of ITG cards and integration of the corporate directory on the M3900 series digital sets. (Note: IP Line 3.0 for Succession CSE 1000 release 2.0 is configured using the Element Manager interface) 2. OTM was built upon the foundation of Meridian Administration Tools (MAT), which is a robust management solution that is still used by many of our customers today. So OTM is not a new, untested product. OTM provides many new features including a web user interface and an improved call accounting application. 3. OTM provides simplified day-to-day management of Meridian 1 and CSE 1000 systems What does OTM support? 1. OTM supports the following Meridian switches: a. Options 11C, 51C, 61C, 81 and 81C systems running X11 Releases b b. Option 11C Compact systems running X27 Releases 1-2 c. Option 11C Mini systems running X11 Releases Page 5

6 d. Succession CSE 1000 releases 1.0, 1.1 and Additionally OTM supports: a. Meridian IP Trunk 3.0 b. Meridian IP Line 3.0 (CSE 1000 rls. 2.0 uses Element Manager for configuration) c. i2004, i2050, emobility wireless IP gateway d. Meridian Phones 3. OTM provides links to the web enabled management tools for: a. Call Pilot b. Meridian Mail c. Symposium Call Center Server (SCCS) d. Business Communication Manager What value does OTM provide? 1. OTM is a single management application for Fault, Configuration, Accounting and Performance management. a. OTM provides accounting features with the Telecom Billing System and Call Tracking. Utilized for billing back departments or customers for phone usage and tracking calls. b. Simplifies day-to-day adds, moves & changes with Station Administration c. The OTM Web browser provides station management, alarm viewing and systems status via Internet Explorer or Netscape Navigator. Also available via the OTM web browser is Virtual System Terminal, a feature that allows CLI pass-thru to the switch. OTM Web functionality translates to access anywhere, anytime. d. LDAP Synchronization allows synchronization of common data between the OTM server and an LDAP compliant directory, thus reducing duplicate data entry and improving accuracy. e. Comprehensive Alarm Management including pager, or fax notification. f. Traffic Analysis to monitor traffic trends to allow customers to forecast growth. g. Extensive reporting capabilities with the OTM Directory Reporting options. h. When utilized as a management server, the OTM server acts as an entry point to other systems management tools (i.e. BCM, CallPilot), thus reducing the number of modems and terminal servers. i. OTM provides complete management features for the Meridian 1 and Succession CSE What are the key features/benefits for OTM? Feature Benefit 1. Web-based Management Remote Access Anywhere/Anytime 2. Single Point of Collection Centralized Information 3. Pre-defined Reports Saves Time Page 6

7 1.1.5 Sales tips to help you win!! 1. Promote OTM to existing MAT customers: MAT is now retired and will be EOL in June Only migration to OTM is supported. 2. Promote OTM to Succession CSE 1000 Customers: OTM is the only management solution that supports CSE Promote OTM to ITG customers: OTM is required for configuration of ITG cards. (Note: IP Line 3.0 for CSE 1000 systems is configured using the Element Manager which resides on the signaling server.) 4. Promote OTM to customers needing fault consolidation: OTM can consolidate faults from the Meridian, Succession CSE1000, ITG cards, Call Pilot, Meridian Mail, Symposium Call Center Server (SCCS), Business Communication Manager and the Meridian SL-100. Alarms can then be forwarded from OTM to Optivity Network Management System or HP OpenView for a consolidated view of telephony and data elements. 5. Promote OTM as a single management solution: OTM provides a complete package of features such as fault management for monitoring supported devices, configuration management for setting up the Meridian, Succession, ITG cards and performing adds/moves/changes, call accounting features such as The Telecom Billing System and performance features such as Call Tracking. Rather than purchasing multiple packages from multiple vendors, OTM encompasses a complete management solution in one application. 6. Manage traditional telephony and VoIP via the same interface: Manage Meridian 1 and Succession CSE 1000 systems via the same OTM interface. Investment protection!! Page 7

8 1.2 OTM Key Features OTM Features Station Administration Traffic Analysis Call Tracking ESN Analysis and Reporting Tool Maintenance Windows/Web Alarm Management Telecom Billing System Web Navigator LDAP Synchronization PC Event Log Access Server Integration with Optivity NMS & HP OpenView Table 1. OTM Key Features & Functions OTM Functions Enables the user to configure telephone sets, program features and automatically assign DNs and TNs Provides the user with reports and graphs on system traffic. Provides call monitoring that examines call usage patterns. Provides a graphical display and alarm notification can be configured to notify the administrator of unusual calling patterns. Call Tracking is sold with the Telecom Billing System. Assists users in configuring, analyzing and managing complex (Electronic Switched Network) ESN data. Add new ESN data or modify existing data (saves time!) Provides real-time status and enable/disable/test capabilities for core CPU, I/O ports, network groups, loops, shelves and cards. Alarm viewer and processing center. Filters can be applied and notification sent to pager, or fax. Telecom costing and billing application. Utilizes Call Detail Records (CDR), allocate costs, and generates reports. Sold as a separate unbundled package and must be used with one of the OTM package options (General, Enhanced or Premuim). Provides access to OTM through a web browser allowing simplified remote access. Links the OTM common database to an external LDAP server, saving effort to populate the database. Based on LDAP version 3 and supports Netscape, Microsoft Exchange, Active Directory and Novell NDS LDAP directory servers. Stores event messages generated by all OTM applications to track all changes made. Provides capability to access OTM via Command Line Interface (CLI) input. This is an unbundled product. OTM has the capability to forward SNMP alarms to Optivity NMS and HP OpenView. Page 8

9 1.2.1 Windows vs. Web Functionality Listed below are the Windows and Web Navigator features included in OTM 1.2. Table 2. Windows vs. Web Functionality OTM Windows Navigator Common Services Ability to launch other applications Scheduler Backup & Restore (OTM Data) Import/Export PC Event Log Compact and Repair License management Data Buffering and Access Trap Master Trap Server Related utilities Fault Management PC Event Log and Viewer Event Monitor Alarm Banner Alarm notification by: pager file SNMP trap forwarder OTM Windows Navigator System Access Windows System Terminal End User Applications Windows Help OTM Web Navigator Ability to link to other systems Web urls Station Change Scheduler Event Service System Sanity Terminal Server Trap Master Trap Server Alarm Browser (consolidated systems) manage alarms from core Meridian 1, Succession CSE 1000, Meridian Mail, ITG, SCCS and Call Pilot. OTM Web Navigator Virtual Systems Terminal Web help End User Desktop Services view set configuration Ability to change keys and features Page 9

10 Table 3. Windows vs. Web Functionality (continued) OTM Windows Navigator Configuration Management Station Administration Directory Editor LDAP Query utility LDAP Synchronization Corporate Directory Maintenance Windows real time status of hardware PBX sorting by type or status enable, disable, test ESN ITG Configuration DBA Backup & Restore List Manager Inventory Directory Update (Global Change) Accounting Management Telecom Billing System (TBS) analyzes CDR from multiple switches pre-defined reports customization of reports General Cost Allocation System (GCAS) Consolidated Reporting System (CRS) Consolidated Call Cost Reports (CCCR) Call Tracking Performance Management Traffic Analysis Security Management User Groups Authentication options: Local Windows NT Domain LDAP Authentication OTM Web Navigator Maintenance Pages real time status of hardware PBX sorting by type or status enable, disable, test Customizable Web Help LDAP Synchronization Report Directory Update (Global Change) Desktop User Access finding telephones viewing set configuration changing keys and features Web Navigator Access Session Monitor Web billing reports User Groups Authentication options: Local Windows NT Domain LDAP Authentication Page 10

11 1.3 OTM Requirements Hardware Requirements The following table shows the recommended requirements for new PC configurations. For help in determining OTM server requirements, based upon the individual customer needs, please use the OTM Engineering Guidelines Worksheet (Excel format). Table 4. OTM Hardware/Software Requirements Requirement OTM Server OTM Client CPU (Minimum) Intel Pentium III Processor Intel Pentium III 500MHz or 600MHz or faster faster CPU Hard Drive 1000 MB free space plus data storage requirements 500MB free space plus data storage requirements RAM (Minimum) 512MB 256MB Operating System WinNT Server, Win2000 Server Win98, Windows NT 4.0 Workstation, Windows 2000 Professional Software Network Interface WinNT Service Pack 6a Windows Option Pack 4 Windows 2000 Service Pack 2 Two Ethernet Network Interfaces are required to support connection with the system via the ELAN and Customer LAN Windows 2000 Service Pack 2 Windows NT Service Pack 6a One Ethernet Network Interface Page 11

12 1.3.2 Windows Support Details The following table includes details on the Windows Operating System support. Table 5. Windows Support Details OTM Server (client-server architecture) Windows NT Server Windows 2000 Server Windows NT Workstation Windows 2000 Professional Windows 98 Yes Yes No No No OTM Client No No Yes Yes Yes OTM Standalone Systems No No Yes Yes Yes Web Browser Client Support The OTM Web Client can be launched from a browser on any OS supporting the Java 2 runtime environment. Windows 95/98, UNIX, and Macintosh platforms included. Other software required: - Internet Explorer 5.5 or 6.0 and Netscape Communicator Java Runtime Environment plug-in (version 1.3.1), available in the OTM installation and at OTM Technology OTM in the Data Network The OTM server resides in the data network. Products supported by OTM, such as the Meridian 1 or Succession CSE 1000, have a user defined IP address. This IP address is utilized by OTM to initialize communication with the switch. OTM Server The OTM software is loaded on a server in the network. The OTM server communicates to a device, such as a Meridian 1, through the data network. This is similar to how a computer on a desktop communicates to a server on the network. Utilizing the distribution of the data network within a company, the OTM server can reside anywhere in the network as long as it can access the devices it is managing. A complete data network will include switches, routers, and other servers. The OTM server is just like any Page 12

13 other server on the network. It is possible to access the server through a client providing a much larger reach for accessing the OTM server. Figure 1. OTM in a Network Succession CSE 1000 OTM Server Client Baystack Client Passport NMS Server Meridian 1 PSTN MAN Additionally, it is possible to access the OTM server through a standard web browser located on any PC that has access to the data network. Communication to Switch The OTM server provides a direct link to a voice switch such as the Meridian 1. Communication is typically from the OTM server to the voice switch. The OTM server is an off-line solution so it is not continuously communicating to the voice switch. Changes are typically scheduled and sent at a specified time. This allows the switch to handle voice traffic rather than constantly manage changes that are being requested by the OTM server. The OTM server is the middleman in this case, consolidating changes that are needed, and periodically requesting a database synchronization between the OTM server and the switch. Clients that log into the server, or users that access the server through a web browser gain access to the full functionality of the OTM server SNMP Simple Network Management Protocol (SNMP) is a set of protocols for managing complex networks. SNMP-compliant devices, called agents, store data about themselves in Management Information Bases (MIBs) and return this data to the SNMP requesters. OTM uses an SNMP agent to communicate with the Meridian 1 via Ethernet or PPP. SNMP is often used to gather information about a device or to send alarm traps. As an example, when the Meridian system has an alarm, it sends an SNMP trap to the OTM server. The OTM server receives this trap and displays the alarm. Page 13

14 1.4.3 LDAP Lightweight Directory Access Protocol (LDAP) is a set of protocols for accessing information directories. LDAP is based on the standards contained within the X.500 standard, but is significantly simpler. LDAP supports TCP/IP, which is necessary for any type of Internet access. OTM supports LDAP synchronization. What this means is that common information, such as last name, first name, location, etc., can be synchronized between an LDAP compliant directory server and the OTM server. In this scenario, common data is only entered once and then synchronizes with other LDAP devices. This can reduce duplicate data entry and improve accuracy. OTM supports Netscape, Microsoft Exchange, Microsoft Active Directory and Novell NDS LDAP directory servers. LDAP synchronization within OTM is mapped by the user so that OTM can execute and receive changes from the LDAP directory server The Dongle The Dongle is a physical device that is connected to the serial port of the OTM server. A key code associated with the dongle is necessary to operate the OTM server. The end user dongle is a security device that will verify the number of sets and clients that have been licensed by the customer. Once a customer has exceeded his licensing agreement, set expansions or additional clients must be ordered. Each OTM server will have a separate dongle and serial number. Set expansions and clients are designated to one server. Distributor dongles have been discounted and are available to authorized distributors for demonstration and internal use purposes only. Distributor dongles are very different from End user dongles and offer limited functionality. Distributor dongles have the same serial number across multiple dongles. This makes upgrades simple for the distributor. Distributor dongles are also available to internal Nortel sales engineers who require similar functionality. Distributor dongles cannot be resold The API API stands for Application Program Interface, which are a set of routines, protocols, and tools for building software applications. A customer does not need the OTM API s since the engineering team utilizes them for the development of the product Databases OTM contains multiple databases. A database, such as the alarm log includes all the alarm information about present and previous alarms. The CDR and Traffic database includes information for the billing and traffic analysis features of OTM. Updates to the databases are typically determined by user settings within the OTM application. For more information on the databases used in OTM, refer to the OTM FAQs. Figure 2. OTM Databases Page 14

15 1.4.7 CDR Information Call Detail Records (CDR) track actual phone usage for bill back or other accounting purposes. When a user places or receives a telephone call, the Meridian 1 records the information. This includes information such as the start date and time, its duration, the trunk it went out on, the associated line and the digits dialed. This data is sent to the Meridian 1 CDR port. From here, an application or hardware device must record it so it can be processed. CDR can be collected via an external buffer box, which is connected to the Meridian 1 serial port, or by using the Data Buffering and Access (DBA) application over an IP connection. So which choice is better, a buffer box or DBA? It depends on the customer requirements. Buffer boxes tend to be a reliable choice if data preservation is absolutely critical. A buffer box is portable enough to be located close to the Meridian 1. Some may also have security features to allow for safe data storage (e.g., battery backups, etc.). Some of the older buffer boxes only have dial-up capabilities, which could mean a slow upload to the OTM server when you retrieve the buffered call records. However, many buffer box manufacturers now have Ethernet ready buffer boxes. Depending on the number of buffer boxes required, this could be an expensive proposition. DBA is a less expensive alternative but doesn t have the security features (battery backups) that may be offered with a buffer box solution. Whichever way you decide to collect the call records, remember that unless something is collecting the call records output from the Meridian 1, they will be lost. 2.0 OTM Documentation 2.1 Where can I find OTM presentations and sales tools? All OTM information is provided on the internal website at: Page 15

16 2.2 What does the Partner Information Center (PIC) have? OTM sales tools, presentations, engineering tools, user guides, installation guide, product bulletins, release bulletins, and more! bin/mynn/home/nn_proddoc.jsp?bkmg=0&prodid=25540&prodname=optivity+telephony+manager&progsrcid=- 8026&whereClause=23&curOid=12460&progName=Product+Documentation+and+Technical+Reference 2.3 Available Documents Succession Enterprise Management Solutions Brochure This brochure provides an overview of managing Succession Enterprise systems using Optivity Telephony Manager to simplify administration, control and access to multiple voice devices and systems. Also included is information on the CSE 1000 Element Manager Web interface Scripted Presentation This is a scripted presentation that provides a comprehensive overview of Optivity Telephony Manager. This presentation contains extensive screen shots and describes the major features and benefits of Optivity Telephony Manager. It can be downloaded from the GlobalWeb or Partner Information Center (PIC) web sites Order Management and Logistics Information Package This document is extremely valuable to those who need a comprehensive description on the ordering process for Optivity Telephony Manager. This document provides a wealth of information on ordering guidelines and logistics issues. It can be downloaded from the GlobalWeb or the Partner Information Center (PIC) web sites. This document is for use by Nortel Networks and its authorized distributors only and should not be forwarded to customers Installation and Engineering Guide This document describes the installation process for the Optivity Telephony Manager server and client. The Engineering Guideline section of this document will be of particular value to systems engineers as it explains capacity sizing factors and utilization of network bandwidth. Systems engineers who are trying to install Optivity Telephony Manager should read this document prior to installing the software. This document can be forwarded to customers who require more in-depth information prior to purchasing the Optivity Telephony Manager. The installation guide can be downloaded free of charge from the GlobalWeb and Partner Information Center web sites. Additionally, the OTM user guides are posted to the support Web page which can be accessed by the public. Hard copies of this document can be ordered for a nominal fee from the Meridian 1 product catalog OTM User Guide The OTM User Guide provides how to information on the following applications: Common Services, Station Administration, Windows Navigator, Web Applications, ESN Analysis, and Traffic Analysis. This document is available for download from GlobalWeb and the Partner Information Center. Additionally, the OTM user guides are Page 16

17 posted to the support Web page which can be accessed by the public. Hard copies can also be ordered from the Meridian 1 product catalog OTM Telemanagement User Guide The Telemanagement User Guide provides how to information on the Telecom Billing System and Call Tracking applications. 3.0 OTM Training 3.1 Where do go for training on the product? Global Knowledge, provides a number of multi-media and leader-led courses. Visit their website at or call for more information. 1. MAT vs OTM What s the difference (#0322F) about $ OTM Overview VHS tape and Guide (#H316) about $ OTM Fundamentals CD-ROM (#CBT316) about $ OTM Basic Functionality and Web Services (#317) 5. OTM Telecom Billing Services (#318) 6. OTM Installation and Troubleshooting (#319) 3.2 Do the courses provide enough details? Global Knowledge provides coursework ranging from Computer-based Training to Live Instructor lead courses. The Computer-based courses are terrific. Check the catalog for more information. Following are some example descriptions. 3.3 OTM Fundamentals This computer based self-paced product introduces you to Nortel Networks next generation system management platform - Optivity Telephony Manager. Upon successful completion of this course, you will be able to: * Describe the Optivity Telephony Manager platform requirements * Describe the functionality of Optivity Telephony Manager applications and Web Services * Describe Directory Services and Lightweight Directory Access Protocol (LDAP) functionality * Describe the functions of the Telecom Billing System applications * Describe installation procedures * Describe the relationship between Optivity Telephony Manager and Optivity Network Management System 3.4 OTM Basic Functionality and Web Services This course is designed for personnel responsible for system configuration, security management, system management, station administration, performance management, or fault management using Optivity Telephony Manager. Upon successful completion of this course, you will be able to: * Perform site, system, and user administration * Use the Station Administration application to perform station moves, adds, and changes Page 17

18 * Use the Traffic Analysis application to generate user friendly reports and graphs and "what if" scenarios for Overlay 2 Traffic data * Access and use Overlays from within Optivity Telephony Manager * Use Optivity Telephony Manager for Meridian 1 utilities such as Scheduler, LDAP Synchronization, Corporate Directory, Backup and Restore, Alarm Notification, and Data Buffering and Access * Use the List Manager application to perform list management tasks * Use the Alarm Management application to connect to a live Meridian 1 system, get the current count of alarms, communicate the status of alarms and events, and customize event preferences * Use the Maintenance Windows application to access a selected piece of equipment and issue maintenance commands * Use the Inventory Reporting application to generate and download system inventory files for cards and sets * Use Optivity Telephony Manager Web Services 3.5 OTM Telecom Billing Services This course is designed for personnel responsible for installing, configuring, and maintaining the Telecom Billing System PC databases. It is also intended for personnel who generate reports on the details of call records collected from the Meridian 1 system and on the telephone system usage. Upon successful completion of this course, you will be able to: * Identify configurations and components of the Telecom Billing System application * Identify platform hardware and software requirements for the Telecom Billing System application * Make sure that the Meridian 1 system configuration meets the requirements for the Telecom Billing System application * Install rate tables and location books * Select communication options in the Telecom Billing System application * Collect call records * Build a basic Telephone Configuration * Apply costs to call records * Generate reports * Update a basic Telephone Configuration * Perform Sanity checks and interpret diagnostics * Perform routine maintenance 4.0 OTM Software & Demonstrations 4.1 Internal Nortel Employees Nortel Networks employees can order Optivity Telephony Manager at a nominal fee for internal use only. This software cannot be provided to any third-party outside of Nortel Networks. The software is orderable through your local purchasing organizations. Check the order guide for the standard order numbers. 4.2 Authorized Distributors Discounted packages of the OTM software/dongles have been made available so authorized distributors can purchase OTM for internal and demonstration purposes. Distributors may not Page 18

19 resell these discounted packages. Check the latest Meridian 1 price book for information on OTM Distributor Dongles. 4.3 Nortel Networks Support Portal The Nortel Networks Customer Support Web site delivers software, documentation, and patches for a variety of Meridian 1 products, including Meridian Administration Tools (MAT) and Optivity Telephony Manager (OTM). For MAT and OTM system Management items such as system software, updates, patches, and related documentation, look for the section titled Optivity OTM Demonstration CD A demonstration CD is available to provide an overview of the features and functionality provided by OTM. This CD provides a narrated tour of OTM and is approximately 30 minutes in length. The CD was designed so that sales representatives could effectively demonstrate the power of OTM without having to travel to an EBC or partner demo center to do so. You can play the demonstration in its entirety or you can select specific areas of interest (e.g. Station Administration, Traffic Analysis, etc.). You can order the OTM demo CD by calling Nortel or by visiting the literature fulfillment Web site SERVICES Services are offered as an optional choice to distributors who are not able to support the OTM installation. Professional services options are provided to give customers access to efficient, high quality installations. Nortel has partnered with 3rd party professional service providers to offer the following services: NEW OTM INSTALLATIONS 5.1 Pre-Engineering and Network Design 1. Avotus Pre-engineering Services 2. Teltronics Pre-Engineering Services 5.2 Implementation Services 1. Avotus Implementation Services 2. Teltronics Implementation Services 5.3 Help Desk Support 1. Avotus Help Desk Services 2. Teltronics Help Desk Services Each of the above services are sold in service blocks. The number of service blocks required depends upon the size of the installation. Please refer to the OTM Order Management & Logistics package for information on calculating service blocks. Page 19

20 OTM UPGRADE SERVICES OTM upgrade services are available as follows: Description Order Codes Bronze Upgrade Service Silver Upgrade Service Gold Upgrade Service The Bronze upgrade service offers Avotus SV remote telephone assistance to a Teltronics SV distributor on site who performs the installation of the upgrade. This level of service offers an onsite installation / configuration of an upgrade from OTM 1.x to OTM 2.0. It does not not include on site instruction. This level of service is the equivalent of the implementation services at a discounted price. It includes Installation, configuration and on site instruction for a simple upgrade that does not require major expansion. Avotus SV Teltronics SV Avotus SV Teltronics SV All of the OTM service offerings are listed in the Meridian 1 product catalog. 6.0 Sales Support for OTM 6.1 Sales Support The ASK support hotline is available to assist you with OTM specific questions. To access, call NORTEL. You can skip the menu by entering an ERC (Express Routing Code). If you have a voice question and you are a Nortel Networks employee, key If you have a voice question and you are a business partner, key The support hours have expanded to 7 x 24. Questions that cannot be answered by the hotline are routed to Portfolio Marketing and then escalated through Product Management. 7.0 VoIP Discussion List OTM is now being discussed in an newsgroup. Questions can be asked and resources throughout the company are available to provide answers. Becoming a part of the newsgroup provides you with up-to-date information on OTM and other VoIP products. 7.1 How to sign up Join DISCUSS_VFOIP at Alternatively, send an with the subject being "Subscribe" to discuss_vfoip@lyris.nortelnetworks.com. Messages from the newsgroup can be sorted in and redirected to a specific inbox folder through settings in Microsoft Outlook. Page 20

21 8.0 COMPETITION The products that compete with Optivity Telephony Manager can be placed in three categories: 1. Network management applications for competing voice PBXs (Avaya) 2. Network management applications that can manage the Meridian 1 (Switchview Intellicontrol) 3. Network management applications for VoIP PBXs (Cisco) Some of the key competitive differentiators are listed below: Ability to manage traditional and VoIP systems from a single OTM interface OTM has it s own, fully integrated, billing application for call accounting and usage monitoring the others rely on third party billing apps which may require additional work to synchronize the directories OTM provides a single access point to multiple systems The OTM navigator can be set up to include launch points to other systems so that OTM is the primary access point. This allow administrators to view and access all of their telephony sites and systems from the OTM interface. OTM Alarm Management they can t compete! View and sort all alarms via a Web browser, from any location. Get the alarm details and input the alarm status. Includes alarms from Meridian 1, CSE 1000, Symposium Call Center Server, CallPilot and ITG/IP Line and Trunk. Alarm Notification includes pager, fax, , text and SNMP forwarding to HP OpenView or Optivity NMS MAT and OTM 10.1 The History of MAT MAT stands for Meridian Administration Tools. MAT was the pre-curser to Optivity Telephony Manager (OTM). MAT has been retired and will be EOL in June of Customers should be encouraged to migrate their MAT installation to OTM. Upgrades are priced to be affordable. Again, MAT migration services are optional and can be obtained directly from our third party service providers, MDR and Teltronics. Since OTM was built upon the MAT application, OTM provides many of the features that were available with MAT. Because of this OTM is a robust solution with a history rich in features. OTM offers many additional features and performance improving enhancements, including a Web Interface for access from any location with a Web browser. OTM also provides LDAP synchronization for directory integration and a corporate directory feature for creating customized reports. Customers should be migrating to OTM to benefit from the enhanced features and to ensure optimal product support in the future OTM and MAT Feature Differences The following table lists the feature differences between OTM and MAT. Several improvements were made as well as additional services. The Web applications (Virtual Systems Terminal, Web Page 21

22 Alarm Browser, Web Station Help, Web Station Changes & Web Maintenance) are only available with OTM. As is the OTM server functioning as a LDAP client and the alarm integration with Optivity NMS. Table 8. OTM and MAT Features Functionality OTM MAT Notes Common Services Windows Navigator X X Web Navigator X Scheduler X X Improved version in OTM Backup & Restore (management server database) X X Improved version in OTM Import/Export X X Improved version in OTM Compact & Repair X Watchdog, System Monitor, and related utilities X Fault Management PC Event Log and Viewer X X Improved version in OTM Basic Alarm Capturing & Logging (any element of 'whole' Sys X X Improved version in OTM Ability to view M1 alarms - as in MAT X X Ability to view alarms - Web Browser X Alarm Banner (core alarms - as in MAT) X X Alarm Notification; handling, filtering, forwarding -Incl. Paging X X Improved version in OTM Alarm Notification Scripting Wizard X Configuration Management System Window X X Station Administration X X Directory Editor (organization, employee, ) X LDAP Synchronization X Corporate Directory X X Web Desktop Services - End-user help & training X Maintenance Window X X Maintenance Pages (Web) X ESN ART X X ITG Configuration X X DBA Backup & Restore (X11 database) X X List Manager X X Inventory X X Functionality OTM MAT Notes Accounting Management DBA CDR X X MAT Call Accounting/Telecom Billing Services (TBS) X X Improved version in OTM Performance Management DBA Traffic X X Traffic Analysis X X Security Management OTM User Admin (as in MAT for Windows clients) X X Standard Win NT system security X Call Tracking X X System Access Access Server (Command Line Interface) X Windows System Terminal X X Virtual System Terminal (Web) X Applications Optivity NMS Integration X Page 22

23 MAT Upgrade Options There are two supported upgrade paths for MAT customer. Customers on MAT 6.6 can upgrade directly to OTM. For older version of MAT, it is not technically possible to upgrade those systems directly to OTM. For customers on MAT releases 5.5 to 6.5, a two step upgrade process is required but we have bundled this into a single order code. For these customers, they will receive two sets of software: One that will upgrade them to MAT 6.67 and the second will provide the upgrade to OTM. Important! Please make sure that you order the base upgrade AND THE NO CHARGE EXPANSIONS!!! If you forget to order the free expansions, the customer will only have 50 set expansions with their newly upgraded OTM. Please refer to the OTM Order Management & Logistics Package for detailed MAT to OTM upgrade information. Also, a presentation is available to help you understand the migration process What Version of MAT am I Using? Open MAT on your PC. In the MAT Navigator Window, under Help, select About MAT Application. You will get a display showing Keycode information and version information among other details. Version will appear in this format: (for example) 11.0 X What is X.11? X.11 is the combined system Operating System and the applications built into the Meridian system. When new features are added to the Meridian or new hardware systems are developed, a new X.11 version is developed. OTM is dependant on certain X.11 releases to operate specific OTM features OTM and X.11 Dependencies The following table outlines the available OTM applications and the X11 software and connection types supported. It is best to upgrade to the latest X.11 release for the given Meridian System. Table 9. OTM X11 Dependency OTM Functionality X11 Release Supported Connection Type Page 23

24 Maintenance Windows Ethernet/PPP Alarm Management (windows) Ethernet/PPP/Serial System Terminal: Overlay Passthru Ethernet/PPP VT220 Serial ESN ART Ethernet/PPP/Serial Station Administration Ethernet/Serial Traffic Analysis Ethernet/Serial Telecom Billing System (TBS) Serial/Ethernet (DBA) Call Tracking Serial Web Alarm Viewing Ethernet/PPP/Serial Virtual Terminal Server Ethernet/PPP Maintenance Pages Ethernet/PPP Web Desktop Services Ethernet/Serial LDAP Sync. Ethernet/Serial Access Server Ethernet/PPP/Serial 11.3 What are X.11 Software Packages? Because not all customers and customer needs are the same, Meridian 1 system software allows users to customize their software to meet their organization's needs. This customization comes in the form of not only customizing feature sets, but also the size of the system as well. The following packages are required for each of the applications listed: Table 10. X11 S/W Package Application X11 S/W Pkg. Required Alarm Management* 164, 242, 243 and 296 Page 24

25 - Additional package for Alarm Notification 55, 315 Maintenance Windows 164, 242, 243 and 296 System Terminal - Overlay Passthru 164, 242, and 296 Virtual Terminal Server 164, 242, and 296 Ethernet Connection for Station Administration, Traffic Analysis and ESN ART 164, 242, and 296 Data Buffering and Access (DBA) - Ethernet 164, 242, 296 and 351 Data Buffering and Access (DBA) - Serial N/A Meridian 1 database disaster recovery 164, 242, 296 and FREQUENTLY ASKED QUESTIONS 12.1 MAT Retirement Questions Why is MAT being retired? - Optivity Telephony Manager has integrated the features of MAT in addition to encompassing the power of web management and the management of VOIP technology. - MAT is concurrent with X , but has limitations as far as Survivable IP Expansion (SIPE) and ITG. OTM is required for ongoing concurrency with subsequent X11 releases and for additional functionality with SIPE, ITG and the Succession CSE What date will MAT be retired? - The retirement notice for MAT was released in February Product: MAT Last Time Buy: October 1, Date of Retirement: June 30, Date of End of Life: June 30, Which OTM product do I migrate to? - Customers can migrate to OTM 2.0 today. - There are two migration paths supported: MAT 6.6 to OTM 2.0 migration MAT 5.x & 6.x to OTM 2.0 migration 12.2 OTM General Questions What is OTM? - OTM is Optivity Telephony Manager - OTM provides simplified control and management of Meridian 1 & Succession CSE 1000 systems Page 25

26 - OTM is a comprehensive management solution that combines traditional telephony management and VoIP management within the same application. Its flexible and simpleto-use Web Interface provides remote access capabilities to administrators. OTM provides station administration, configuration, accounting management, traffic monitoring and analysis, as well as many pre-defined reporting options for simplified administration What does OTM provide that MAT does not? 1) Client/Server Environment (No client dongle needed. Dongle only on the server) 2) Web Management for Stations, Alarms, Help, Maintenance (Access anywhere, anytime) 3) Support for future X.11 releases (MAT will not support release 25.40) 4) Support for Succession CSE ) ITG and IP phone support 6) Backup and Restore of Meridian Database 7) Data Buffering of CDR and Traffic Data 8) LDAP Synchronization What products does OTM manage? - Meridian 1 - Succession CSE ITG Configuration, IP Line & Trunk 3.0 (Meridian 1, CSE 1000 rls ) - Meridian Digital Phones and IP sets - Alarm Management (Meridian 1, CSE 1000, ITG, MIxx, CallPilot, SCCS, etc.) Does OTM support BCM? - OTM provides a Web Launch Point to the BCM Management Tool. - BCM support within the OTM Telecom Billing System is currently under consideration for inclusion in a future release Can OTM be used to configure the ITG Cards? The configuration of the ITG line side and trunk side is part of the general software package of OTM. IP Line and Trunk 3.0 (for Meridian 1 and CSE 1000 release 1.0 and 1.1) are configured via OTM. IP Line 3.0 for CSE 1000 rls. 2.0 systems is configured via the CSE 1000 Element Manager Web interface Does the OTM server reside on the Corporate LAN? Yes. The OTM server can reside on the corporate LAN. Isolation of the server is needed to avoid excess traffic from other portions of the LAN. It is possible to utilize the server with two NIC cards and replace the use of an isolation router between the Embedded LAN (ELAN) and the CLAN (Corporate LAN) Can the logo in the billing reports be customized? Yes. To do this you have to make a bit map called Logo.bmp 3.73" X 0.86" and a max. 256 colour resolution. Copy this into the "Site/ System" directory under Nortel. Page 26

27 12.3 OTM Support Questions What Training is available for OTM? - Training is provided by Global Knowledge and starts at a few hundred dollars. - MAT to OTM - What are the differences. $ OTM Fundamentals. CD-ROM. $314 - OTM Basic Functionality and Web Services. - OTM Telecom Billing Services - OTM Installation and Troubleshooting 12.4 Pricing/Ordering Questions What do I need to do in order to correctly price OTM for a new customer? For a new customer, follow these 7 steps: 1) Select an OTM software package (General, Enhanced, or Premium) 2) Select the number of telephone sets that must be supported 3) Select the number of Windows client licenses 4) Include the Telecom Billing System if required (billing general or billing enhanced) 5) Determine the number of billing RUs (reporting units) 6) Include rate table(s) for Telecom Billing System if required 7) Include any services necessary to support the OTM installation What is the difference between the General, Enhanced, and Premium packages? The General package is the base level package with each package providing additional functionality. Refer to the OTM presentation for a list that details the functionality included in the different package options. End Of Document. Page 27