Administration. Avaya Business Communications Manager Find Me/Follow Me. Introduction. Find Me/Follow Me Fundamentals

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1 Avaya Business Communications Manager Find Me/Follow Me Administration Introduction Find Me/Follow Me allows simultaneous ringing on up to five different external destinations. Users and administrators can configure these destination numbers. You can configure Find Me/Follow Me based on the time and day by configuring schedules. Using Find Me/Follow Me, you can pick up a call either at your primary extension (your desk phone for example) or at one of the five external destinations, such as a cell phone, your home phone, or another phone. When you answer the call at one destination the other alerting calls are disconnected. By doing this, the Find Me/Follow Me feature reduces the chance of missed calls. You can then transfer the answered call back. and forth between your desk phone and other devices in your list of Find Me/Follow Me external destinations. With the Fixed Mobile Convergence Feature (FMC) feature, you can use park, page, transfer, and conference functions on mobile devices configured to be Find Me/Follow Me external destination numbers. For more information about FMC, see Find Me/Follow Me Operation on page 8. Navigation Find Me/Follow Me Fundamentals on page 1 Find Me/Follow Me User Configuration on page 4 Find Me/Follow Me Operation on page 8 Find Me/Follow Me Administration on page 14 Troubleshooting on page 18 Find Me/Follow Me Fundamentals Find Me/Follow Me allows simultaneous ringing on up to five different external destination numbers when a call is offered to your desk phone. This feature also allows you to transfer answered calls between your desk phone and the Find Me/Follow Me destination device you have selected to transfer the call. Users and administrators can configure these destination numbers. You can configure Find Me/Follow Me to always ring the specified destination numbers, or to schedule them to ring based on the time and day. This allows you to answer an incoming call from any of the specified external destination numbers, and reduces the chance of missing a call. When you answer the call at one destination the other ringing calls are disconnected. You can transfer the answered call back and forth between your desk phone and other devices in your list of Find Me/Follow Me external destination numbers. To use Find Me/Follow Me, you must purchase a Find Me/Follow Me keycode with the appropriate amount of seats for the number of mailboxes you want to enable. You can configure schedules and external destination numbers for users, or enable users to configure them on their own. You can also enable or disable Find Me/Follow Me for a Class of Service, and configure other options through CallPilot Manager. You can also enable Call Detail Recording (CDR) records to include Find Me/Follow Me call details through Business Element Manager.

2 2 A maximum of three simultaneous incoming calls received by the primary extension can receive Find Me/Follow Me treatment. Any incoming calls above the maximum are handled as normal (for example, sent to voice mail). Inbound calls can come from any source device, internal or external, including analog trunks (provided that disconnect supervision is available). You can configure Find Me/Follow Me to simultaneously ring a maximum of five external destination numbers. Configured external destination numbers are automatically enabled. Calling line identification Find Me/Follow Me calls contain the prefix > on the Calling line identification (CLID) information (for example, >John Smith). If no CLID information is available, Find Me/Follow Me calls appear as FindMe FollowMe. The following table illustrates the possible CLID displays when a Find Me/Follow Me call is offered to an external destination number (for example, the CLID display on a cell phone configured as an external destination).feature 960 Table 1 CLID displays CLID name CLID number CLID passed to external destinations Available Available >Original_CLID_Name Original_CLID_Number Available Not Available >Original_CLID_Name Not Available Available >Original_CLID_Number Not Available Not Available FindMe FollowMe Note: For calls coming from analog trunks, the CLID information passed to external destinations is always FindMe FollowMe even if the CLID Name or Number is available. However if your telephone provider overwrites all CLID coming from the Avaya BCM, then the CLID information is displayed as if the Avaya BCM called, not the originator. For example, if you dial from a BT analog line into the Avaya BCM and the Find Me/ Follow Me feature is invoked using a BT PRI (for example, it dials out), then the CLID displayed is that of the BT PRI, not of the BT analog line, because the BT network overwrites the CLID. This result is not a product fault and the behavior varies depending on the PSTN provider. Note: Some service providers do not support the > character when calling out from a SIP trunk. If Find Me/Follow Me calls fail over SIP trunks, enter a * before the external destination number. If your external destination has a *, #, or D at the beginning of the number, the CLID information will no longer include the > character. NN

3 3 Feature *960 You can continue a Find Me/Follow Me call on any of the configured Find Me/Follow Me external destination numbers by pressing the Find Me/Follow Me feature code (F960 by default) on the desk set (primary or alternate extensions based on where you answer the call). Pressing F960 again returns the call to the extension where it was originally answered. At this point, pressing F960 again hands the call off to the external destination you previously selected. There are rare occurrences where the F960 feature code can be in use by another application prior to the first startup of the FM/FM application. In this case the FM/FM tries the next numeric feature number (F961) up to F969 until it locates a free feature code. Users cannot handoff conference calls from a desk set to a mobile phone. In this case Conf Not Allowed appears on the desk set display. Set restrictions Find Me/Follow Me recognizes the user s set restrictions. If a user attempts to enter an external destination number that they do not have permission to dial, the error message, You are not allowed to dial the number you specified appears. Voice Activity Detection and analog trunks If you are attempting to use Find Me/Follow Me on analog trunks, ensure that Voice Activity Detection is enabled. For more information about enabling Voice Activity Detection through Set Based Administration, see Avaya Business Communications Manager 6.0 Configuration Telephony (NN ). In order for Voice Activity Detection to function, verify that supervision is enabled on the analog trunk. In addition the analog lines provided by the PTSN must support disconnect supervision. For more information about enabling supervision on analog trunks, see Enabling supervision on analog trunks on page 7. Depending on your location or mobile service provider, cell phones configured as external destinations can cause Find Me/Follow Me calls to stop ringing before being answered due to interference on the line or automated messages (for example, if your phone is turned off, or you are out of a service area). This is a result of Voice Activity Detection mistaking the noise on the line as activity. For information about configuring Voice Activity Detection parameters through the Telset administration interface, see Avaya Business Communications Manager 6.0 Troubleshooting Guide (NN ). Avaya Business Communications Manager Find Me/Follow Me Administration

4 4 Virtual Terminal usage For Find Me/Follow Me to operate, you must correctly configure LAN CTE Virtual Terminals. You can configure the number of Virtual Terminal resources available for use by Find Me/Follow Me in Callpilot Manager (see Configuring the maximum available Virtual Terminals on page 16). Each Find Me/Follow Me session uses a Virtual Terminal line that you must configure to grant it access to dial out on trunks. For more information about configuring Virtual Terminals for use by Find Me/Follow Me, see Configuring the maximum available Virtual Terminals on page 16 and Configuring Virtual Terminal resources on page 17. Note: Only G711 and G729 codecs are supported for calls made through Virtual Terminals. Find Me/Follow Me User Configuration You can configure up to five external destination numbers, and five schedules for any user with a Find Me/Follow Me enabled Class of Service from Callpilot Manager. Perform the following procedures to configure Find Me/Follow Me external destinations and schedules. Note: For systems located in Spain, Italy, or the United Kingdom, Avaya recommends disabling Conference Tones through Business Element Manager. Navigation Logging on to CallPilot Manager as an administrator on page 4 Adding a schedule on page 5 Adding an external destination on page 5 Configuring the Calling Delay Time on page 7 Logging on to CallPilot Manager as an administrator To make administrative changes to a user s Find Me/Follow Me service, log on to CallPilot Manager. 1 Launch Callpilot Manager either from Business Element Manager, or by downloading the application from the Avaya BCM Web site. 2 If you launched CallPilot Manager manually, enter the administrator user name and password. If you launched CallPilot Manager from Business Element Manager, you are already logged on. 3 Click Submit. NN

5 5 Adding a schedule You can create up to five schedules to determine when you want Find Me/Follow Me to ring the configured external destination numbers for a Find Me/Follow Me enabled mailbox. Perform the following procedure to configure schedules. You must be logged on to CallPilot Manager as an administrator. The mailbox you are editing must belong to a Find Me/Follow Me enabled Class of Service. 1 From the CallPilot Manager main page, click the Mailbox Administration link (located in the left pane). 2 Click Change/Delete Mailbox. 3 Click Change beside the mailbox you want to edit. 4 In the Find Me/Follow Me field, click Change. The Find Me/Follow Me page appears. 5 From the Schedule List table, select the schedule you want to modify (1 through 5), and then click Change. The Add Schedule screen appears. 6 Enter a name for the schedule in the Name field. 7 Select the check box beside the days you want to enable on Find Me/Follow Me. 8 Enter the start time (format HH:MM) for the schedule. 9 Enter the end time (format HH:MM) for the schedule. 10 Click Submit to save the schedule and return to the Find Me/Follow Me screen. 11 If you want to delete the schedule, click Delete under the Commands column. 12 After the confirmation box appears, click Ok to proceed, or Cancel to return to the Find Me/ Follow Me screen without deleting the schedule. Adding an external destination You can configure up to five external destination numbers for Find Me/Follow Me for each mailbox. You can configure Find Me/Follow Me to always ring these numbers when a call comes into the primary extension, or have them set to a predefined schedule. After you configure a number, it is automatically enabled for Find Me/Follow Me. You must be logged on to CallPilot Manager as an administrator. If you want to have Find Me/Follow Me ring the extension based on a schedule, you must first configure the schedule. The mailbox you are editing must belong to a Find Me/Follow Me enabled Class of Service. Avaya Business Communications Manager Find Me/Follow Me Administration

6 6 1 From the CallPilot Manager main page, click the Mailbox Administration link (located in the left pane). 2 Click Change/Delete Mailbox. 3 Click Change beside the mailbox you want to edit. 4 In the Find Me/Follow Me field, click Change. The Find Me/Follow Me page appears. 5 In the External Destination List, find the external destination you want to modify (1 through 5), and then click Change (under the Commands column). 6 From the Answer Mode field, select the schedule you want to apply to this destination, or if you want all calls to ring on this external destination at all times, select Always. 7 Enter the telephone number you want Find Me/Follow Me to call when a call comes into your primary extension. For telephone numbers, you can enter any digits from 0 to 9 as well as * for a star, # for the number sign, P for Timed Pause and D for a pause to recognize Dial Tone. The programmed number must be the entire string you use to dial out from your primary extension (for example, the first number should be 9 to dial an external number). You must enter any special characters in the string after the number string (you must first dial out the number before any special characters are recognized). 8 Enter the Maximum Ring Time (between 5 to 120 seconds). This is the maximum time the system rings an external destination before disconnecting. 9 Enter the Automated Answer Delay (between 10 to 5000 milliseconds). You can specify the delay between when a call is made and when Find Me/Follow Me treats it as answered by a human user as opposed to an automated system (for example, a cell phone call answered by voice mail because the cell phone is turned off). 10 Select Extension busy during call if you want your main extension to go into a busy state when a Find Me/Follow Me call is active on this destination. Find Me/Follow Me does not ring your configured external destination numbers for subsequent calls, but forwards them to your voice mail if you configure Call Forward Busy (CFB) to voice mail for the desk phone. Note: Extension busy during call only functions if CFB is set to be an internal number. 11 Select Disable Handoff if you want to allow Find Me/Follow Me resources (such as Virtual Terminal and conference ports) released after one of configured external destinations answers your call, such as a home phone or another fixed line, where you do not require handoffs. If you select this check box resources are optimized. 12 Click Submit to save your changes and return to the Find Me/Follow Me screen. 13 If you want to disable the external destination, click Disable under the Commands column. 14 If you want to delete the external destination, click Delete under the Commands column. 15 When the confirmation box appears, click Ok to proceed, or Cancel to return to the Find Me/ Follow Me screen without deleting the destination. NN

7 7 Configuring the Calling Delay Time Configuring the Calling Delay Time specifies a timed delay when calling your external destination numbers. For example, you can configure a Find Me/Follow Me call to delay ringing your mobile phone for a set amount of time (0 to 120 seconds) after your desk phone is first called but doesn't answer the call. If the call is still not answered at either the desk phone or that external destination, the call rings other external destinations for another set duration. After Find Me/Follow Me attempts to ring all of your configured external destination numbers, the call is handled according to normal Call Forward No Answer rules (for example, sending the call to voice mail). You can set a call delay time for all of your configured external destination numbers. Configuring Calling Delay Time conserves Virtual Terminal usage, and prevents multiple devices ringing at the same time. You must be logged on to Mailbox Manager, or if you are a system administrator, Callpilot Manager. 1 From the Find Me/Follow Me page in Mailbox Manager, find the external destination you want to configure and then click Change. 2 In the Calling Delay Time field, enter the number of seconds (0 to 120) you want Find Me/ Follow Me to wait before ringing the external destination number. 3 In the Ring Time field, enter the number of seconds (0 to 120) you want Find Me/Follow Me to ring the external destination number. 4 Click Submit to save the changes and return to the Find Me/Follow Me screen. 5 Repeat steps 1 to 4 for each additional external destination number you want to configure. Enabling supervision on analog trunks If you are using Find Me/Follow Me over analog trunks, you must enable supervision on each analog trunk you want to use. You must be logged on to Business Element Manager. 1 From Business Element Manager, go to Configuration > Telephony > Lines > Active Physical Lines. 2 Select the line you want to enable for supervision. The details for the selected line appear underneath the Active Physical Lines table. Avaya Business Communications Manager Find Me/Follow Me Administration

8 8 3 Select Properties. 4 Set Trunk mode to Supervised. Find Me/Follow Me Operation After you configure external destination numbers and schedules, you can transfer calls between them using your primary extension. Perform the following procedures to operate Find Me/Follow Me from your primary extension. Navigation Transferring a call from the primary extension to an external destination number (page 8) Transferring a call from an external destination number to the primary extension (page 9) Enabling Find Me/Follow Me (page 9) Disabling Find Me/Follow Me (page 10) FMC Call Conferencing (page 10) FMC Call Transfer (page 11) FMC Park and Page (page 12) Transferring a call from the primary extension to an external destination number If you have answered a call on your primary extension, you can transfer it to a configured external destination number at any time during the duration of the call. You must configure at least one external destination number. A call must be active (in progress and not on hold) at the primary set, or at an alternate set associated with the primary set. The active call must not be in a conference. 1 On your desk phone, press Feature 960. OR If you are using an analog set, press Link *960. Your configured external destination numbers ring. 2 Pick up the call on the desired set. Outgoing calls sent from Find Me/Follow Me, as well as the current call to the primary extension, are disconnected. The call continues on the current set. NN

9 9 Transferring a call from an external destination number to the primary extension If you are currently on a call on one of your external destination numbers, you can transfer it back to your primary extension at any time during the call. This feature is only available for Find Me/ Follow Me calls. There must be a free key on your primary extension for where you want to transfer the call. You must be using the primary set, or an alternate set (associated to an external destination number). 1 On your desk phone, press Feature 960. OR If you are using an analog set, press Link *960. Find Me/Follow Me pulls the call back to your primary extension. The call disconnects from the previous extension. Enabling Find Me/Follow Me You can enable Find Me/Follow Me at any time from your voice mailbox. Enabling Find Me/ Follow Me enables all destinations. Note: CallPilot supports two interfaces: Norstar Voice Mail and CallPilot. You must be logged on to your voice mailbox. You must configure Find Me/Follow Me in Mailbox Manager. 1 Log on to your voice mail using your mailbox number and password. 2 Press 8 to access your mailbox options. 3 If you are using Norstar Voice Mail, press 3 to enable Find Me/Follow Me. If you are using Callpilot, press 8. The system plays acknowledgment. Avaya Business Communications Manager Find Me/Follow Me Administration

10 10 Disabling Find Me/Follow Me You can disable Find Me/Follow Me at any time from your voice mailbox. Disabling Find Me/ Follow Me disables all destinations. Note: CallPilot supports two interfaces: Norstar Voice Mail and CallPilot. You must be logged on to your voice mailbox. You must configure Find Me/Follow Me in Mailbox Manager. 1 Log on to your voice mail using your mailbox number and password. 2 Press 8 to access your mailbox options. 3 Press 9 to disable Find Me/Follow Me. The system plays an acknowledgment. FMC Call Conferencing With the new Fixed Mobile Convergence (FMC) feature, Find Me/Follow Me now supports Call Conferencing to internal extensions from mobile phones configured as external destinations. Digit detection for analog trunks is supported for all FMC features. You can press the * key to return to the original call before the third party answers. You must configure mobile phone must be configured as an external destination number for Find Me/Follow Me. You can only conference to internal extensions. Entering an external number results in an error tone. NN

11 11 1 With a Find Me/Follow Me call active on your mobile device, press *<your voice mailbox password>#. 2 Press *3. A confirmation tone plays. 3 Enter the extension number, followed by the # key. 4 After the third party answers the call, press the # key to connect the original caller to the conference. If the call to the third party is not answered after 20 seconds, the system plays an error tone. You can then enter a new number to conference, or press * to return to the original call. FMC Call Transfer You can transfer a Find Me/Follow Me call from your configured mobile phone to an internal Avaya BCM extension using the FMC Transfer feature. Digit detection for analog trunks is supported for all FMC features. You can exit the call transfer and return to your call before entering the number you want to transfer to by pressing *. You must configure mobile phone must be configured as an external destination number for Find Me/Follow Me. You can only transfer to internal extensions. Entering an external number results in an error tone. 1 With a Find Me/Follow Me call active on your mobile device, press *<your voice mailbox password>#. 2 Press *70. The system plays an acknowledgement tone. 3 Enter the internal extension number where you want to transfer the call, followed by #. If you enter an invalid number an error tone plays. You can then re-enter the number. If you enter a valid number, the associated phone set rings. 4 Continue the call on the internal phone set. When the call transfer completes, the Virtual Terminal resources are released. If you do not answer the call on the internal set, the call is redirected to your main extension, and the Virtual Terminal resources are released. Avaya Business Communications Manager Find Me/Follow Me Administration

12 12 FMC Park and Page With the new Fixed Mobile Convergence (FMC) feature, mobile phones configured as external destinations can access to Park and Page features during Find Me/Follow Me calls. Digit detection for analog trunks is supported for all FMC features. Park When you activate Park, the Find Me/Follow Me Virtual Terminal reserves a park code, and plays it back to the user. The language of the park code played back is the same as the primary language configured for the mailbox. After you park the call, the Virtual Terminal stays in standby mode to receive the call back if the park timeout occurs. If the call is disconnected before the park timeout occurs, or if it is retrieved, the Virtual Terminal is released. If the park times out and the callback occurs, the Virtual Terminal extends the call back to the Avaya BCM primary DN. For internal calls, the Virtual Terminal becomes available as soon as you park the call. Note: Internal parked calls never time out. Use the following procedure to initiate the Park feature. 1 With a Find Me/Follow Me call active on your mobile device, press *<your voice mailbox password>#. 2 Press *74. The system plays an acknowledgement tone. Page During a Find Me/Follow Me call, you can invoke the Page feature by using the following feature codes. Table 2 FMC Page codes Feature code Description *610 Page Internal All Zones *611 Page Internal Zone 1 *612 Page Internal Zone 2 *613 Page Internal Zone 3 *614 Page Internal Zone 4 *615 Page Internal Zone 5 *616 Page Internal Zone 6 *62 Page Overhead Speaker NN

13 13 Table 2 FMC Page codes Feature code Description *630 Page Overhead Speaker and All Zones *631 Page Overhead Speaker and Zone 1 *632 Page Overhead Speaker and Zone 2 *633 Page Overhead Speaker and Zone 3 *634 Page Overhead Speaker and Zone 4 *635 Page Overhead Speaker and Zone 5 *636 Page Overhead Speaker and Zone 6 When you input a page feature code, Find Me/Follow me acquires the needed resources and then plays a tone indicating that the caller can speak. Note: After you park a call, you must enter a page code within 10 seconds to connect the call to the page server. You can hang up the call if you do not want to send a page. If you do not disconnect the call after you Park the call, the call is kept active for 10 seconds. The paging feature requires two Virtual Terminals for each paging session. The administrator must add enough Virtual Terminals in the Hunt Group to handle paging. Alarm is raised if not enough Virtual Terminals are available to perform paging. The Virtual Terminal reserved for the page is released after you press # key, when you hang up, or when the page has exceeded the maximum page duration. Because a parked call can return to the same Virtual Terminal being used for paging, it is recommended that you configure the paging duration to not exceed the call back duration (number of rings configured in the Business Element Manager). If the paging duration exceeds the call back duration, the parked call is sent to the Virtual Terminal, the ring tone is heard by the caller, and the Virtual Terminal cannot handle the call. Note: You must permit the set associated to the mailbox to page to access this feature. Use the following procedure to initiate the Page feature. 1 With a Find Me/Follow Me call active on your mobile device, press *<your voice mailbox password>#. 2 Enter the feature code for the location you want to page. The system plays an acknowledgement tone. Avaya Business Communications Manager Find Me/Follow Me Administration

14 14 Find Me/Follow Me Administration As an administrator, you can grant users permission to create their own external destination numbers and schedules, enable and disable Find Me/Follow Me based on Class of Service, and configure other Find Me/Follow Me options. Perform the following procedures to configure Find Me/Follow Me options. Note: The Find Me/Follow Me feature can only be enabled or disabled through the user voice mailbox, if the Avaya BCM Voic has been configured in Norstar mode. This does not work if the Avaya BCM Voic is in Call Pilot mode. Navigation Enabling Find Me/Follow Me for a Class of Service on page 14 Changing a user s Class of Service on page 15 Disabling Find Me/Follow Me for hunt groups on page 15 Including Find Me/Follow Me call details in CDR records on page 16 Configuring the maximum available Virtual Terminals on page 16 Configuring Virtual Terminal resources on page 17 Enabling Find Me/Follow Me for a Class of Service When you enable Find Me/Follow Me for a Class of Service, any extension with that class has Find Me/Follow Me enabled. You must be logged on to CallPilot Manager as an administrator. You must have sufficient keycodes for the number of users you want to have Find Me/Follow Me service. If you attempt to enable more Find Me/Follow Me seats than you have purchased keycodes for, you receive the error message Enabling Find Me/Follow Me for this Class of Service will exceed the Find Me/Follow Me seats available, and you cannot enable Find Me/ Follow Me for this Class of Service. 1 From the CallPilot Manager main page, click the Mailbox Administration link (located in the left pane). 2 Click Class of Service. The Class of Service page appears. 3 Click the Class of Service ID (COS ID) you want to edit. The Class of Service page for that COS ID appears. NN

15 15 4 Select the Enable Find Me/Follow Me field to enable Find Me/Follow Me for this Class of Service. 5 Select Enable Find Me/Follow Me User Configuration if you want users with this Class of Service to configure their own external destinations. 6 Select the Max Find Me/Follow Me Calls Per Set. This option determines the number of inbound calls that can receive Find Me/Follow Me treatment (maximum of three). Note: If the number of Find Me/Follow Me Calls set to 1, analog sets are prevented from performing handoff (Link*960) to retrieve a call. Set the value to two or three for analog sets. 7 Click Submit to save your changes and return to the Class of Service page. Changing a user s Class of Service After you enable Find Me/Follow Me for a Class of Service, you must change the user s Class of Service before they can use the feature. You must be logged on to Callpilot Manager as an administrator. You must have an available Find Me/Follow Me seat on your keycode. 1 From the CallPilot Manager main page, click the Mailbox Administration link (located in the left pane). 2 Click Change/Delete Mailbox. The Mailbox List screen appears. 3 Click Change beside the mailbox you want to edit. The Subscriber Mailbox screen appears. 4 Select the appropriate Class of Service number from the Class of Service field. 5 Click Submit to save your changes and return to the Mailbox List screen. Disabling Find Me/Follow Me for hunt groups You can disable the Find Me/Follow Me feature for calls coming in through a hunt group so that other hunt group members can answer the call instead of ringing your Find Me/Follow Me external destinations. You must be logged on to Callpilot Manager as an administrator. Avaya Business Communications Manager Find Me/Follow Me Administration

16 16 1 From the CallPilot Manager main page, click the Mailbox Administration link (located in the left pane). 2 Click Change/Delete Mailbox. 3 Click Change beside the mailbox you want to edit. 4 Select the Find Me/Follow Me disabled for hunt groups field to disable Find Me/Follow Me for hunt groups for this account. 5 Click Submit to save your changes and return to the Class of Service page. Including Find Me/Follow Me call details in CDR records You can specify if Find Me/Follow Me call details are included in Call Detail Recording (CDR) Records through Business Element Manager. For more information about CDR, see Call Detail Recording Administration Guide (NN ). You must be logged on to Business Element Manager. 1 Under the Configuration tab, select Telephony > Call Detail Recording. The Call Detail Recording pane appears. 2 Click the Report Options tab. 3 Under Report Content, select the Find Me/Follow Me records field. CDR records now include Find Me/Follow Me call details. Configuring the maximum available Virtual Terminals Perform the following procedure to configure the maximum number of Virtual Terminals available for Find Me/Follow Me to use. The maximum number of Virtual Terminals must be between 0 and the system maximum. NN

17 17 1 Log on to Callpilot Manager. 2 Click System Properties under the main menu. The System Properties screen appears. 3 Enter the maximum number of Virtual Terminal seats you want available for Find Me/Follow Me to use (between 0 and the system maximum) in the Maximum Find Me/Follow Me Sessions field. 4 Click Submit to save your changes. Configuring Virtual Terminal resources Perform the following procedure to configure Virtual Terminal resources for Find Me/Follow Me to use for external dialing. You can find a list of Virtual Terminals being used by Find Me/Follow Me in Business Element Manager under Configuration > Applications > LAN CTE > Virtual Terminals. Find Me/Follow Me uses DNs with the Application Name FMFM, and you must configure them. Each Find Me/Follow Me session uses a Virtual Terminal DN that must be configured to grant it access to dial out on trunks. Find Me/Follow Me authorization codes (up to 300) must be installed on the Avaya BCM system. Ensure DNs have at least three intercom keys. Ensure Maximum Find Me/Follow Me Sessions is greater then zero. Ensure each line has access to trunks for external dialing. For more information about routing configuration for Avaya BCM450 systems, see the planning and engineering guide, telephony configuration guide, or networking configuration guide for your Avaya BCM system. 1 Log on to Business Element Manager. 2 Navigate to Configuration > Telephony > Sets > Active Application DNs. 3 Select the DN you want to configure. 4 Click the Capabilities and Preferences tab. 5 Double-click the Intercom Keys field. 6 In the Intercom Keys field, type 3. 7 Under the Capabilities tab (bottom half of the screen), deselect the DND Busy check box. 8 Deselect the Auto hold for incoming page check box. 9 Clear the Page Zone field. 10 Make sure the Auto Hold field is set. Avaya Business Communications Manager Find Me/Follow Me Administration

18 18 11 Select the Line Access tab. 12 Select the Line Assignment tab in the bottom pane. 13 Click Add. 14 Enter the DN number of the line you want Find Me/Follow Me to have access to. 15 Click Ok. 16 Repeat step 10 and step 12 for each additional line. 17 Select the Line Pool Access tab in the bottom pane. 18 Click Add. 19 Enter the Line Pool you want Find Me/Follow Me to have access to. 20 Click Ok. 21 Repeat step 15 and step 17 for each additional line pool. Troubleshooting The following section provides information on troubleshooting Find Me/Follow Me issues. Navigation Alarms on page 18 Handoff errors on page 20 Known issues on page 20 Alarms The following table lists Find Me/Follow Me specific alarms and their possible resolutions. Table 3 Find Me/Follow Me alarms list Alarm ID Severity Component name Problem description Problem resolution Warning RemoteX Find Me/Follow Me. User DN: <desk_dn>. Call to destination <dest_number> failed because there are no available trunks or because Virtual Terminal <vt_dn> is misconfigured Warning RemoteX Find Me/Follow Me. User DN: <desk_dn>. Call to destination <dest_number> failed because there are no available Find Me/ Follow Me session resources. Increase the number of trunks available for use by Find Me/Follow Me and ensure that the Virtual Terminals have access to the trunks. Increase the maximum number of Find Me/Follow Me sessions Minor RemoteX Find Me/Follow Me. Registering Handoff feature failed. Disable applications using F960. NN

19 19 Table 3 Find Me/Follow Me alarms list Warning RemoteX Find Me/Follow Me. User DN: <desk_dn>. Find Me/Follow Me call connected within <x>msecs Warning RemoteX Find Me/Follow Me. User DN: <desk_dn>. Find Me/Follow Me call not allowed to external destination <dest_number> because of set restrictions Warning RemoteX Find Me/Follow Me. User DN: <desk_dn>. Find Me/Follow Me call not allowed to external destination <dest_number> because the destination number is ambiguous Minor RemoteX Find Me/Follow Me: Configuration of Virtual Terminal <vt_dn> is wrong Warning RemoteX Find Me/Follow Me: Virtual Terminal registration failed. Alarm ID Severity Component name Problem description Minor RemoteX Find Me/Follow Me. Enabling Virtual Terminal <vt_dn> failed Info RemoteX FindMe/FollowMe: Registered Handoff Feature Code <feature_number> Minor Voic Voic -Find Me/Follow Me- Insufficient Find Me/Follow Me keycodes Warning RemoteX FindMe/FollowMe: Not enough Virtual Terminals to perform paging Warning RemoteX FindMe/FollowMe: Virtual Terminals not allowed to page. Consider enabling Voice Activity Detection for analog trunks assigned to Find Me/ Follow Me resources. Otherwise the destination may have an automated system that is answering immediately. Ensure all external destination numbers are valid and entered correctly. Ensure all external destination numbers are valid and entered correctly. Ensure that the Virtual Terminal has three intercom keys. Free some unused Virtual Terminals or increase the number of Application DNs. Problem resolution Ensure there are sufficient Virtual Terminal resources available. No action required. Purchase additional Find Me/Follow Me keycodes. Ensure you have sufficient Virtual Terminal resources to perform paging. Ensure that the configured DN has paging permission. Avaya Business Communications Manager Find Me/Follow Me Administration

20 20 Handoff errors The following table lists errors that can occur during a call handoff, as well as the possible causes. Table 4 Call handoff errors list Handoff errors Conf Not Allowed Not Allowed Handoff Failed Ambiguous No Calls Possible causes Attempting to transfer a conference call. Set not programmed for FM/FM, Find Me/Follow Me hand off already in progress Maximum limit of Find Me/Follow Me sessions reached Contact Center call The active call is not connected (alerting or originating). Consult alarm log for cause. Occurs if there are multiple sessions at an external destination. It is ambiguous as to which call should be handed off. No call to hand off to remote destinations and no calls to pull back from external destination. Known issues If Personal Call Manager (PCM) or In-Touch transfers a call while a user is performing a handoff, the handoff fails. NN Copyright 2010 Sourced in Canada Document number: NN Standard Version May 2010