Integrating a Mitel 3300 ICP system with a IPCM System.

Transcription

1 Integrating a Mitel 3300 ICP system with a IPCM System. Version: 1.0 Created by: Francisco Piedra Date: Nov 27 th 2008 Web Site: info@sai.es Phone:

2 Chapter 1: Mitel SIP Configuration for IPCM Integration This Document details the Mitel 3300 ICP SIP Trunk configuration when configuring to FrontRange IPCM to enable SIP communication between the two platforms. Some detail in the screen shots below will vary based on 3300 ICP and IPCM configuration. (See notes below screen shots for these settings.) NOTE: You will need version 9 of Mitel 3300 ICP to use SIP features. 1. Licensing For being able to apply these settings, first you have to get a Mitel ICP 3300 number with SIP licenses enabled. Read the line SIP Trunk Licenses to see how much concurrent SIP licenses you will have for your system. In the example shown, there are two. To get to the licensing screen, go to the System Configuration selection on the upper left combo, click on System Configuration, then on System Capacity folder, and inside it click the License and Option Selection option. Click on Change button and if you have and Application Record ID, you can click on the Retrieve Licenses button for getting them automatically.

3 2. Trunking. A SIP Trunk will be configured on the IPCM SIP Settings configuration that is pointed to the Mitel 3300 ICP server that the corresponding SIP Trunk is configured on in the following screen shots. This Trunk will provide communication and call routing from the IPCM server and will allow for prefix manipulation of the DID s coming in and going out across the trunk. (Refer to the FrontRange IPCM Administrators Guide for details on this configuration) The sample configuration used in this document is: IPCM Server: IP Address: Voice Server Ext.: 501 Outbound Call Route: 0 Outbound Internal Extension Route (applications): 5 Mitel 3300 ICP: IP Address: Test Help Desk Extension to IPCM: 602 Live Help Desk Extension to IPCM: 604 a) Create a new network element for the IPCM server. Click on System Configuration, drop down the Voice Network Configuration folder and then select the Network Element Assignment option. Click on the Add button.

4 In the screen for adding a new element, put these values in the following fields, and let the others with the default value. - Name: the one you will use, in the example is IPCM. - Type: Other - FQDN or IP Address: The IP address of the IPCM system (in the example is ) - SIP Peer: Enable this option. Be aware that if you didn t retrieve SIP trunks in the licensing screen, this option and the next two will be always disabled. - SIP Peer Transport: Select the UDP option. - SIP Peer Port: 5060 (the one by default in IPCM). b) Add a new SIP Peer Profile. Go to the System Configuration tree, Trunks, IP Networking/XNET, and select the SIP Peer Profile option. Click on the Add button, and fill in these values (the others will be left as found by default) - SIP Peer Profile Label: the label you select for the profile. In the example has the same name as the network element: IPCM. - Drop down the combo box and select the network element defined in the previous step. - Address type: tick the IP Address option. - Trunk service: select one that is not used for BRI/PRI or extension trunks, or any other type used in your Mitel.

5 - Maximum simultaneous calls: write the maximum SIP trunks retrieved on the license. - NAT KeepAlive: enable this option. - Disable Reliable Provisional Responses: Yes. - FQDN or IP Address: Write the IP address of the IPCM system. c) Not closing the SIP Peer Profile screen, go to the down frame of the screen and add as much DID Ranges as you have configured in your system (this can be seen on the System Configuration -> Trunks -> IP Networking/XNET -> DID Ranges for CPN Substitutions). The way to do this is to add a DID Range number. In the example, the system has three ranges (configured already for the Mitel basic configuration): Add as many indexes (in the example the only one added is the 1) as you wish to enable access to the IPCM system (for default, you can pass all the indexes configured in the DID Ranges for CPN Substitution screen.

6 d) Review the Trunk Service number you selected two steps before (b). To do this, go to System Configuration, then to Trunks, open The IP Networking/XNET folder to get to the Trunk Service Assignment option. If you selected, for example, trunk number 44 (as in the example). You should label it, and review Class of Service (also briefed as CoS). You can write the same class as in the ingoing digital trunks (BRI / PRI ), but you will have ALWAYS to avoid using CoS number 1 (this is a internal Mitel ICP 3300 restriction). e) Configure parameters in the CoS referred in the Trunk Service used for ICPM trunk. Go to System Configuration / Trunks / Class of Service Options Assignment option, mark the CoS number you selected before, press the Change button, and be sure to check this options as affirmative: - ANI/DNIS/ISDN Trunk Number Delivery - Calling Name Display Internal OMS - Calling Number Display Internal OMS - Display ANI/ISDN Calling Number Only - Display ANI/DNIS/ISDN Calling/Called Number - Display Caller ID on multicall / keylines - Public Network Access via DPNSS - Public Network to Public Network Connection Allowed. - Trunk Calling Party Identification. After all save the changes. You now have the basic structure for handling trunks.

7 3. Call Handling After receiving a call in your Mitel ICP 3300 System, you can send it to the ICPM system, to be handled by the second one. There are some things to be configured on this point: a) Define a route to the SIP Trunk. In the Mitel ICP 3300 Web interface, check the System Administration tree in the combo box on the upper left corner. Then go to the folder Automatic Route Selection (ARS), and select the Route Assignment option. Go to one of the predefined route numbers that isn t used, click on the Change button and put the following values: - Routing Medium: Select the SIP Trunk option. - SIP Peer Profile: Drop down and select the SIP profile configured in the early steps (almost for sure will be only one) - CoR Group Member: Write 1. - Digit Modification Number: 2 - Digits Before Outpulsing: 1 b) Digits modification. Almost for sure, the numbers assigned to applications in the IPCM system will be different that the ones used on the Mitel. In fact, if these are the same, a high risk of being unable to reach the IPCM is real, so the ranges MUST be different. By default, the range for application numbers in IPCM tarts with 501 so you can have the 5011 number assigned to the operator application, then the 5012 to the technical application, and so on.

8 To configure that point, you will have to go to the System Administration -> Automatic Route Selection (ARS) -> ARS Digits Dialed Assignment. This step is easy to understand: we are only telling the Mitel system that any call done to a number starting with 501 will be automatically redirected to the SIP trunk we have just configured. Press the Add button and then fill in the next fields: - Digits dialed: by default, IPCM connects the applications to extension numbers starting by 501, so the number written here will be 501X. The X indicates the Mitel that any number will follow the first three digits. - Number of Digits to Follow: 1. - Termination Type: select Route. - Termination Number: write the number of route configured in step (a). c) Write a rule for leading digits. Go to System Administration -> Automatic Route Selection (ARS) -> ARS Leading Digits Assignment, add a new rule, and put these values in: - Leading Digits: 5 - Second Dial Tone: No.

9 4. Voic Once the rules for handling calls have been defined, one can make calls to the ICPM system directly from the physical phone, or also a SoftPhone. But, what can we do when the call comes from the outside? A good solution is to create a new voic to get ride of the incoming call, and then pass it to the IPCM. One of the uses for voic s is to act as numeric options of a menu, so if a voic is created with number 4, when a user call goes into the PBX and then starts the speech like Welcome to SAI, if you want to contact technical staff press 1, to contact a commercial, press 2... an so on, voic s with the number 1, 2 and the others, are configured in the system as Transfer Only. Create a new Voic filling the next values. The others can be left by default: - Mailbox Number: the digit you will ask the customer to press for accessing to that option. - Name: A descriptive name for that voic , for example, IPCM. - Extension Number: The number assigned to the main application that will get ride of the call at first. - Mailbox Type: Transfer Only. Be aware that the voic s licenses are limited to the ones purchased in the license. To check for availability, count the current voic s configured, and then go to the licensing screen to see how many are purchased. The difference between them will be the remaining available licenses.

10 Chapter 2: IPCM SIP Configuration for Mitel Integration The most of the work of integrating a Mitel with an IPCM is located in the first party. But some changes have to be done on IPCM to make this work. All this changes are located in the Management Portal ( Start menu on Windows-> Programs - > FrontRange Solutions -> Communications Management -> Management Portal ). Log in with the defined Admin user and password. a) Check that server settings are correct. Click on System Configuration, SIP Soft Switch, and click on the Settings option. Check that the SIP UDP port that was configured in the first chapter, second part, section (a) is the same that the one shown here (by default: 5060). b) Configure a Trunk in the IPCM system, to send calls done by applications or users with softphones, to extensions on the Mitel or external numbers. To do that go to the System Configuration screen and open the SIP Soft Switch menu on the left on the screen. Then select the Trunks/Gateways option. Once achieved this screen, click on the Add button to create a new trunk that will be redirected to the Mitel.

11 Fill in the correct settings: - ID: The ID of the PBX (by default: Mitel) - Name: A name for the trunk - Static IP Address: The IP Address of the Mitel PBX. - Static SIP Port: 5060 by default. - Bridge RTP: tick this option. - Prefixes: Here we can configure how the calls can be redirected thru this trunk depending on the starting numbers. In the example, the extensions for the physical numbers are 1001, 1002 to 1020, so the leading digits for sending calls to the operators on phones can be: Prefix= 1, Cost= 1. Note: The cost value indicates the far away the destination number is, so if more than one trunk routing the same prefixes, the less costing one will be chosen, unless that route is down, so an alternative can be selected. The functionality is similar to the Automatic Route Selection on the Mitel. See that in the sample screen there is configured a route for prefix 0. That is because the calls to external numbers always start with 0, so all these calls are directly redirected to the Mitel, and then that system will handle them. Warning: Do not forget to restart the SIP Soft Switch service on the Management Console after saving changes!!