Mitel Communications Director

Transcription

1 MITEL Mitel Communications Director System Administration Course Product Release MCD 5.0 Issue 1 28 th February 2012

2 NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Corporation (MITEL). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes Inter-Tel is a registered trademark of Inter-Tel (Delaware), Incorporated. Mitel is a registered trademark of Mitel Networks Corporation. All other trademarks mentioned in this document are the property of their respective owners, including Mitel Networks Corporation and Inter-Tel (Delaware), Incorporated. All rights reserved Mitel Networks Corporation Personal use of this material is permitted. However, permission to reprint/republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists, or to reuse any copy righted component of this work in other works must be obtained from Mitel Networks Corporation.

3 System Administration Course Table of Contents Introduction MCD/3300 Hardware Overview Getting Started Logging In, Security and Licences Telephone User Administration Multiline IP Set Key Programming Telephone Directory Programming Controlling Phone Features Hot Desking Phone Groups Personal Ring Groups and Dynamic Extension Speed Call Call Rerouting Database Backup Form Printing Group Admin Tool Embedded Voice Mail (EVM) Fault Finding Appendix A - Clustering Appendix B IP phones and SIP Appendix C Integrated Directory Services i

4 System Administration Course ii

5 Introduction 01 Objectives When you finish this module, you will: Understand the purpose of this course

6 3300 MCD R5.0 System Administration 01-2 introduction.doc

7 Introduction Introduction Mitel Communications Director (MCD) MCD 5.X is the current version of MCD software. MCD is available on the 3300 Integrated Communications Platform (ICP) controllers and as a software only solution designed to run on an industry standard server, Mitel Multi-Instance Communications Director (MICD). MCD with the 3300 or MICD provides the customer with an advanced Voice over IP (VoIP) IP- PBX telephone solution incorporating many advanced features and applications to serve both the small, medium and large enterprise. System Administration System Administration refers to the programming and maintenance of MCD and peripheral equipment at a customer site to ensure the system is working correctly and the programmed database is maintained and up to date. This course is for those people who are responsible for system administration whether you have a 3300 ICP or MICD installation. In the MCD help files the programming of the database is also known as Embedded System Management or ESM. Course Contents This is a very practical course where you will be doing many of the tasks necessary to become a MCD System Administrator. This includes adding, changing or deleting telephone users of the system and their voic boxes; voic auto-attendant; programming features such as call re-routing to ensure internal and external calls reach the correct destination; programming hot desk users; dynamic extension (mobility); understanding external call barring and routing and maintenance tasks such as backing up the database and interpreting the alarm information presented in the unlikely event an alarm occurs. This course also provides some technical and networking information for reference. Detailed knowledge of local area networks, IP, SIP and telephony is not required to perform the tasks of an MCD administrator however having such knowledge may enable you to explore MCD to a greater level of understanding. Course Material During the course you will be using this student manual with the practical lab exercises in it. This is a classroom copy so please do not write in it. Copies of this manual in PDF (Adobe Portable Document Format) will be given to you on a USB memory stick. Each module explains a particular feature and there may be a lab exercise to do as well. In the modules you ll find references to the MCD help and notes pointing out information that is important or useful to know. 01-3

8 3300 MCD R5.0 System Administration 01-4 introduction.doc

9 MCD/3300 Hardware Overview 02 Objectives When you finish this module, you will understand The hardware that makes up an MCD 3300 installation How devices are interconnected The types of phones used with MCD

10 3300 MCD R5.0 System Administration 02-2 hardware.doc

11 MCD/3300 Hardware Overview Hardware Overview Introduction MCD can be installed on a physical 3300 ICP platform or an industry standard server as a software only solution, Mitel Multi-Instance Communications Director (MICD) 3300 ICP Controller There are several versions of the 3300 controller available: 3300 MXeIII, CX, CXiII, AX and MXe Server. The older versions don t have the III suffix. The difference is only in the hardware and minor changes to the front panel. All features and applications of the controllers are the same MXe 3300 CXi The controller is the heart of the installation. The main system microprocessor and hard disk drive (which holds the system operating software and customer programmed database) are fitted into it. All call processing is done in the controller and conversion from analogue phones and digital trunk circuits to IP circuits is also done here. The controller has a built in layer 2 Ethernet switch that is connected to the customer's Local Area Network. This allows the IP telephones to communicate directly with the controller. Analogue phones and trunks and digital trunks are supported either from within the controller or through units connected directly to it. MCD requires 2 static IP address, one for the system IP address that is used to connect your browser to and for phones to connect to and the other for the built in Layer 2 Ethernet switch. Each controller offers different capacities and hardware options but all offer the same features and applications (except the MXe Server which provides call control only with limited applications). There are options for a dual power supply and RAID 1 disk drives on the MXe controller. Multi-Instance Communications Director (MICD) MCD is installed on an industry standard PC server and can be offered as a stand alone install or part of a managed service whereby instances of MCD are available to customers. All the features and applications of MCD are available with MICD but you may need 3300 ICP platforms for analogue support and digital trunks. Options for redundant power or RAID is done with the server MCD is installed on. 02-3

12 3300 MCD R5.0 System Administration Analogue Telephones and Trunks Analogue telephones and trunks are supported through either an Analogue Service Unit II (ASU II) or embedded analogue cards (Analogue Main Board and Analogue Option Board) fitted into the back of the 3300 ICP controller. With MICD you will need a 3300 ICP and ASU for analogue support. ASU II Supports three different types of circuit cards: a 24 or 16 circuit analogue extension card or 12 extensions + 4 loop start trunks (12+4 combo). Two cards can be fitted into the ASUII. The analogue extensions are known as ONS circuits (On Network Station). There are two other versions of the Analogue Service Unit (ASU and Universal ASU) which are now withdrawn. Analogue Main Board (AMB)/Analogue Option Board (AOB) 4 analogue extensions and 6 loop start (LS) analogue trunks. The MXe controller supports only the AMB, the CX and CXi support an AMB and AOB (4+4 analogue extensions and 6+6 trunks). The analogue extensions appear in the database as Hybrid 4 ONS 6LS. Digital Trunks Euro ISDN Primary Rate Interface (PRI) trunks are directly supported through a plug in module in the Controller - the E1/T1 Dual Framer module - which provides two 30 channel digital links or the E1 Combo module which provides one 30 channel E1 link. These modules also support the Qsig private trunk interface and the CEPT standard for private trunks, DPNSS and public trunks DASSII. With MICD you may need a 3300 ICP for digital trunk support. You can also connect digital trunks through a Network Services Unit (NSU). NSU s are connected to the 3300 Controller with a fibre cable. Basic Rate Interface Trunks (BRI) are directly supported through a plug in module in the Controller. The module provides 4 Basic Rate Trunks (8 channels). SIP Trunks Session Initiation Protocol is an industry standard Internet protocol for voice and data. SIP provides a trunk connection between a 3300 MCD/MICD and a service provider and can be used to connect to the public telephone network. Direct Inward Dial trunks (DDI) Both Euro ISDN PRI and SIP trunks provide DDI where the number the caller dialled reaches the extension directly. The exchange sends the last 4 or 6 digits of the number to the MCD system which then process it and routes the call accordingly. For example, to ring a person on extension 2400 in the office in London a caller dials The exchange sends to the MCD which strips the first two digits (55) and routes the call to the extension hardware.doc

13 MCD/3300 Hardware Overview MCD Clustering A single 3300 ICP or MICD installation has a physical capacity of phones it can support. If a larger system is required multiple 3300 MCD/MICD systems are clustered together providing one seamless system with integration of numbers and features across a network. Clustering is commonly used for large corporate networks. Clustering is described in Appendix A at the end of this book ICP Controller Connectors and LED s The 3 controllers that are primarily available in the UK are the MXe/MXe III, CX and CXi/CXi II. They are shown below. The difference is in the hardware capacity and the layer 2 switch connections. The MXe/MXe III has a 2 port layer 2 switch (allowing support for Rapid Spanning Tree) and a WAN or Router port. The CXi/CXi II has a 16 port layer 2 switch (with an uplink port 17). The 16 port layer 2 switch provides power over Ethernet for any IP phones connected. The CX/CX is similar in appearance to the CXi but has only a single layer 2 switch port and no WAN/Router port. All three of these controllers offer the same phone and trunk options as well as all the same features and applications. The Serial printer port can be used to connect a call logger to although the preferred method of getting call records is via a TCP port on the LAN. 4 Modules for Fibre connections, E1 and BRI trunk modules. Alarm/Hard Disk and power LEDs MXe Controller Serial printer and maintenance terminal connectors Layer 2 switch and WAN (Internet Gateway) ports Copper Interface Module connectors for ASU s. 2 Modules for E1 and BRI trunk modules. Alarm/Hard Disk and power LEDs CXi Controller Serial printer and maintenance terminal connectors 16 Port Layer 2 switch and WAN (Internet Gateway) ports 02-5

14 3300 MCD R5.0 System Administration System Overview Analogue Phones Analogue Trunks Public Telephone Network Patch Panel Digital Trunks SIP Trunks ASU II Controller IP Phones LAN 5550/5540 Console Desktop PC s or laptops and other network components Desktop Devices There are a number of different types of phones available with the Each offers different features and functions. 52XX IP Devices (now discontinued) 02-6 hardware.doc

15 MCD/3300 Hardware Overview From left to right 5201 basic IP phone with hold button line keys and display, hands free line keys, display, hands free Navigator similar functions to the 5224 using a PC Monitor In the foreground 5224 with a 48 key Programmable Key Module (PKM). A 12 key version is available All IP phones have a message light for set to set messages and voic . 53XX IP Devices From left to right 5302 Entry level IP phone with speaker and 4 line keys Entry level IP phone with speaker, 2 line display and 8 line keys line keys, display and hands free line keys, display and hands free In the foreground 5320 Large display, 8 line keys and hands free line keys, large display and hands free line keys, large display and hands free 5360 Large colour touchscreen, 48 line keys and hands free All IP phones have a message light for set to set messages and voic

16 3300 MCD R5.0 System Administration Operator Consoles There are two consoles available: the 5550 IP console and the 5540 IP console. The 5550 is installed on a desktop PC. The 5540 is a dedicated IP console device IP Console This is a normal desktop computer (specifications apply) which is connected to your network. The console software is installed on the PC. There is also a keypad unit and handset. You can use either a handset or headset or both. The keypad is also connected to the network. The 5550 IP Console allows for a high call volume and gives the operator full control of calls with access to a busy lamp field, phone book and both scratchpad and bulletin board for exchanging information with other operators IP Console This console is designed for smaller installations and provides most of the call features of the 5550 IP console. User Guides User guides for all the IP phones and consoles are available to download at the Mitel On Line documentation site at You will need a Mitel On Line account to access these. If you do not have one your maintainer should be able to get them for you. There is also an interactive user guide called Feature Teacher you can purchase. Please us for details [email protected] 02-8 hardware.doc

17 Getting Started - Logging In, Security & Licences 03 Objectives When you finish this module, you will understand How to login to the MCD and install the security certificate How to navigate round the database and select forms and use the Help The importance of security and how to create user accounts and change passwords The licences used in MCD

18 3300 MCD R5.0 System Administration getstarted.doc

19 Getting Started - Logging In, Security and Licences Logging In/Out Programming and maintenance on MCD is done using Internet Explorer 7 or later. Internet Explorer 6, Firefox and Chrome are not supported. The web pages you view are referred to as Embedded System Management (ESM). You enter the IP address of the 3300 ICP/MICD into the address bar of Internet Explorer and press enter. The login screen appears and you enter a username and password. You may get a security certificate warning (see later). There is an option to remember the login ID but not the password. That must be entered every time you login. Caution Please note the warning about pop-ups. You must disable the IE pop up blocker and any others installed with toolbars like Google or Yahoo. Security- Secure Sockets Layer (SSL) The Embedded System Management (ESM) uses SSL (Secure Sockets Layer) as the method of encryption to protect user IDs and passwords to ensure they can t be compromised on the network. The client PC browser and MCD must 'trust' each other. Installing a security certificate, issued by Mitel Networks onto the client PC sets up this trust. The first time you connect the trust is not established and the certificate must be installed. Click on the link in the login window to install the Mitel Root certificate. This explains how to download and then install the security certificate. If you do not install the certificate you can still login but will get a security warning on the web browser. System Tool Options When you login at the highest level (System Administrator) you are presented with a choice of 3 tools to use: Desktop Tool This allows the administrator to program an individual desktop (phone) 03-3

20 3300 MCD R5.0 System Administration Group Administration Tool - for the Administrator to make simple day to day changes System Administration Tool - for the engineer to install, program and maintain the system and for the customer administrator to do additional programming. You can create accounts for individuals to use and select which of these tools they will have access to. For example, if you create a Desktop user then when they login they are presented with an interactive picture of their phone and can make changes to the keys and functions on it. Software Level If you report a fault to your maintainer they may ask what software level your MCD is running on. To find the software load click on the About button in the top right corner of the browser window. The software currently used is Mitel Communications Director 5.X which has a load version of 11.X.X.X. The previous software was MCD 4.2 which had a load version of 10.2.x.x. You need the number from the Active software load field which in this example is The Inactive software load is the previous version installed on your Older software also had number designations of 9, 8, 7, 6 and so on back to the initial software launched with the 3300 ICP of 3.0 Exiting the ESM Application To exit ESM you should use the Logout button in the top right of the browser window. Do not simply close the browser window. This also applies if your session has timed out and you have been logged out. You will see a message box on screen telling you the session has timed out. It is important you log off correctly to ensure sessions are available to other users. The system allows the following number of concurrent ESM sessions: 5 System Administration sessions. 5 Group Administration sessions. 10 Desktop User sessions getstarted.doc

21 Getting Started - Logging In, Security and Licences Exiting from the Group Administrator and Desktop Tools To exit from any page of the Group Admin tool or Desktop Tool select the option I want to..exit 03-5

22 3300 MCD R5.0 System Administration Navigating the Menus System Administration Tool Once you select the System Administration Tool from the login screen the main menu options appear. Here you have the choice of: View by Category which lists all the forms and maintenance commands in menu groups View Alphabetically an alphabetical list of all the forms in the database Click on the small arrow beside the menu name and the menu will open up with all the forms displayed. They are designed to provide you with all the forms you need to program a particular application or feature. You can quickly find a form if you know the name (or first part of the name) by just typing it in. The example shows the Telephone Directory opened from Users and Devices Telephone Directory Management. Here you have various forms associated with users and numbers including the telephone directory itself. If you click on Telephone Directory the form will open on the right hand pane. There are buttons to let you Add or Delete (or Clear) and Change data; a Search option and the Data Refresh button will refresh and update the screen. If you click on the help button a context sensitive help screen will open (this is shown in the next paragraph on Help) getstarted.doc

23 Getting Started - Logging In, Security and Licences On Line Help The ESM has direct help on screen and an easy to use context sensitive on-line help facility. In any programming form a? will appear by the cursor if help is available. Click the cursor to bring up a help pop up. Here is an example on the User and Device Configuration form for the field called When you click the Help button you will be presented with a Help web page that is specific to the current Administration page or form you are in. The example below is for the Telephone Directory. To get help on any subject or particular form use the navigation pane on the left. To find out information about a feature or application click on System Features or System Applications and find the feature by name 03-7

24 3300 MCD R5.0 System Administration Help for Group Administrator Tool and Desktop Tool Help for the Group Administrator and the Desktop tool is shown on the page for the feature getstarted.doc

25 Getting Started - Logging In, Security and Licences Lab Exercises Getting Started Lab 1 -This lab gets you to login and install the security certificate Step Task Expected Result/Observation 1 Open Internet Explorer on the PC 2 Enter the IP address for the classroom 3300 Controller which you instructor will give you 3 Ensure that pop-ups are turned off. Enter Username system and Password Passw0rd1 4 Install the Security Certificate following the instructions on the login page 5 Select System Administration from the 3 tool choices to open the database Lab 2 Find out the current software level Step Task Expected Result/Observation 1 Click the About button 2 What is the current software version? Lab 3 Navigate the menus and use the help. Please do not make any changes to the database at this time. Step Task Expected Result/Observation 1 Select Users and Devices User and Device Configuration. Notice here you have additional options to Add, Change, Copy and Delete users. Hover the mouse over an option so the? appears and then click to open the help popup. 2 Click on the Help button and notice the help page opens in the Users form. 03-9

26 3300 MCD R5.0 System Administration Security, Passwords and Usernames Security Management and Passwords On a new system there is one user account created by default with the name system and the default password is password. These are case sensitive. The installation engineer is prompted to change the password and cannot proceed until this is done. User accounts and passwords must conform to the security settings. By default the security is set to WEAK which require a password to be: 6 to 20 alphanumeric characters in length does not contain the user's login ID (username) or current password Security is controlled by the Security Management form. Here you can set the following: Login Banner: You can enable a login banner that appears whenever anyone logs in. Password Strength: weak (default), medium or strong as your company security policy requires. User Session Inactivity Period: The time before a login session times out due to no activity on the web browser. 15 minutes is the default. Password Expiry Interval: The time in days before users are prompted to change their passwords. This should conform to the company security policy. Changing Passwords You can reset user login passwords using a Maintenance command. The command is: RESET_LOGIN_PASSWORD username Caution You should not reset the top level system password without consulting your maintainer Do not use the RESET_ALL_LOGIN_PASSWORD command as it will reset ALL users to default getstarted.doc

27 Getting Started - Logging In, Security and Licences System Administration Policies System Administration Policies allow you to create profiles for user accounts to have controlled access to the forms and maintenance commands in the database. This way you can set up accounts for administrators who may only need access to certain forms. All other forms can be hidden (no access) or set as read only. Profiles are created and setup using the System Administration Policy Configuration form. There are 3 default policies setup (which cannot be modified): Root: Full access to all database forms and commands System Administration: Full access to all database forms and commands EXCEPT the System Administration Policy Configuration (cannot create or modify policies) and System Data Synchronisation forms (these are used as part of a clustered system to maintain a common database across multiple MCD systems). Remote: As system administration but restricted access to network forms. To create new policies, modify previously created ones or change a user from one policy to another you must be logged in as a ROOT administrator. The default system login is a root administrator. Logged in at Root level Logged in at System level Note The Desktop and Group Admin level at the main login screen is not affected by the policies and always has the same level of access. Creating New System Administration Policies To create a new policy you must be logged in at root level (default system user). First decide if the new policy is to have mostly read/write access or read only or no access and then create it as Read/Write or Read Only or No Access. It is then easier to go through the default settings and either allow or deny access to forms as required. When you create a new login user you ll see your new policy available along with the defaults remote, root and system. The column Default Policy will always be Yes for those created by default in the system and No for any customer added policies

28 3300 MCD R5.0 System Administration Creating New Users You can create many users on the system each with their own username and password and particular level of access. When creating the entry you select whether they will be Desktop Admin (desktop phone admin only), Group Admin (limited Administration access) or System Admin (full access depending on the Policy selected). The Application option is required for certain applications (such as Enterprise Manager and Contact Centre Manager) which may or may not be installed on your network. It can be left as default False. The User Authorization Profiles form is located in System Properties System Administration The User Profile Login ID is the actual login name; the User Name is the real name of that person. The Login ID can be up to 20 characters in length. The password must conform to the password strength set in the System Security Management form. In the Example above there is a system user who is a root System Admin Policy (top level) and desktop user Tom Gray getstarted.doc

29 Getting Started - Logging In, Security and Licences Lab Security, User Accounts and Admin Policies Lab 1 Change the system security settings Step Task Expected Result/Observation 1 Select System Properties System Administration System Security Management 2 Click Change and enable the Login Banner. Edit the banner text if you wish. Save the changes. 3 Select System Properties System Administration User Authorisation Profiles Create a new ROOT level SYSTEM ADMINISTRATOR user for yourself with your name and suitable password. 4 Logout and log back in using your new user account. Note the banner is displayed. 5 Use the maintenance command to reset your password. Logout and log back in to test it. 6 Select System Properties System Administration Admin Policies Note: It will be reset to password. You will be prompted to change it when you login before you can continue into the database. 1. Click Add 2. Create a new policy called Admin 3. Make it No Access 4. Save the changes 5. Select the new policy and Change All Members. 6. Make the Class of Service Options, Telephone Directory and User and Device Configuration all Read/Write Save the changes 7 Create a new System Administrator User in the User Authorisation Profiles form to use this new policy. 8 Logout and login with the new user and check what access to forms you have in the database. allowed

30 3300 MCD R5.0 System Administration Time and Date It will be necessary to set your MCD system s Time and Date so that system logs are properly recorded and that users be presented with the correct time & date display on their phone displays. Time and date can be changed manually or set to synchronise with an Internet or Intranet time source which ensures daylight savings are automatically adjusted. In the example below the time is synchronised to time.nist.gov and the time zone set for the United Kingdom. The form is located in System Properties System Settings Caution If you try and set the Time & Date form to synchronise to an Internet time source and get this error message then the most likely cause is the 3300 has no valid DNS entry in LAN/WAN Configuration - System IP properties You can also set the date and time (but not specify an Internet time source) with the Group Admin tool. This is the only method of changing the date and time for software release 9 and below. Time set this way will NOT automatically update for summer/winter time changes getstarted.doc

31 Getting Started - Logging In, Security and Licences Licences In order for phones and features to work they must be licenced on MCD. You can view how many licences you have purchased and also how many are in use or available for use. MCD is licenced during installation with the Mitel Application Management Centre (AMC). If new licences are purchased (or removed) then the MCD needs to be synchronised with the AMC again. This is something your maintainer would do. Caution Under no circumstances should you make ANY changes to the licence form without consulting your maintainer first. Some aspects of the form when changed improperly can impact system operation

32 3300 MCD R5.0 System Administration Explanation of the important licences Users IP Users required by each desktop user or hot desk user (including SIP phones or SIP softphones). Phones created as IP Device Only in the Users and Devices form DO NOT use an IP licence but they have limited telephone functions (this is explained in the Telephone User Administration module) External Hot Desk Users required by each external hot desk user (used by the Dynamic extension feature which is explained in the Personal Ring Group module) ACD Active Agents required for an ACD agent to login whether a traditional agent or hot desk agent. You may have more agents created than you have licences for but a licence is used when an agent logs in. Note if you are using ACD Express then the hot desk agents in use DO NOT require licences. Analog Lines required for each analogue extension connected to an Analogue Service Unit II. They are NOT required for analogue phones connected to the Analogue Main Board or Analogue Option board in the 3300 MXe and CX/CXi ICP controllers (explained in the Hardware Overview module) IP Console Active Operators This is a feature for future use and not yet enabled. Multi-device Users Required for each Multi Device group created. This is a group of phones that share a licence. Only one may be in use at any one time (explained later in the Phone Groups module) Multi-device Suites as above but for an hotel installation. Messaging Embedded Voice Mail required for each voice mail box whether a user or application mailbox Embedded Voice Mail PMS as above for integration to a hotel front of house computer Trunking/Networking Digital Links required for each digital trunk connected to the MCD (Euro ISDN PRI/Qsig), DPNSS or DASSII) SIP Trunks required for each SIP trunk connected to a SIP service provider Purchased, Locally Allocated and Locally Consumed In the licence form on the previous page you see the total number of licences Purchased and how many are Locally Allocated normally these would be the same. There is an option for multi-site MCD to have a Master MCD that holds all the licences and for them to be allocated out locally to each other MCD. The form that controls this (if the feature is enabled) is Application Group Licencing. Locally Consumed shows how many licences are actually in use on your MCD getstarted.doc

33 Getting Started - Logging In, Security and Licences Try Before You Buy and Over Allocation If there is a feature you have not purchased but would like to try you can edit the licence form and allocate a number of licences to your system for that feature. Similarly if you already have some licences but need more perhaps to demonstrate an application you can Over Allocate by adding more licences. You have a limited time to use these licences, normally 30 days. As soon as you activate the licence either as Try Before You Buy or Over Allocation a Licence Violation Event is started and you get a warning message on the ESM screen. Day 1 Warning Level Day 15 Minor Level Day 20 Major level Day 25 Critical level Day 30 System Lock level (in limited circumstances) WARNING Ignoring the Licence Violation Event warnings may result in your system database being locked when the time period runs out which means the phones, trunks etc will not operate. You will also get an alarm indication on the ESM session and when the warning goes to Critical a warning when you login. You can cancel the Licence Violation Event at any time or the System Lock if you ve left it too late by either removing the licences you have added or by purchasing them for permanent use

34 3300 MCD R5.0 System Administration System Capacity The System Capacity form also shows how many licences are allocated to this system and how many are in use consumed. As you scroll down the form you can also see the capacity limits and again how many of a feature are in use consumed. For example at the bottom is the Corporate Directory which allows 19,999 entries and on this system 23 are in use. There is no Lab for licences but please look at the forms next time you login getstarted.doc

35 Telephone User Administration 04 Objectives When you finish this module, you will understand How phones connect to a 3300 ICP/MICD How to program and register IP phones About adding, modifying and deleting users How to create and use Roles and Templates

36 3300 MCD R5.0 System Administration 04-2 telephone programming.doc

37 Telephone User Administration Telephone User Administration All analogue telephones and analogue/digital trunks connected to the 3300 ICP have a Physical Location Identity (PLID). This identifies the hardware unit the device is connected to. IP telephones have a phantom Device ID starting at 1 with the first phone programmed into the database. The PLID is required when adding analogue phones to the database so you need to know what it is. The PLID is also referenced when any faults occur and is used to identify the device rather than the extension number. All the units that make up a 3300 installation such as the Controller, analogue service units (ASU), embedded analogue boards (AMB and AOB), digital trunk modules and network service units (NSU) are given Unit numbers starting with the Controller as Unit 1. The PLID is made up of the Unit number, a shelf number (always 1), a slot number and a circuit number. Usually written as Unit/Shelf/Slot/Circuit. You may find some forms refer to the Unit as the Cabinet. It means the same thing. Physical Location Identity The ASU II has two card slots, numbered slot 1 (top) and slot 2(bottom) fitted into Shelf 1. Each card could have 12, 16 or 24 analogue extensions. The MXe controller has an Analogue Main Board fitted into slot 1. The slot is mounted in Shelf 1. It has 4 analogue extensions and 6 analogue trunks. Rear of the ASU II showing 2 circuit cards; slot 1 at the top and slot 2 below Rear of the MXe showing the Analogue Main Board in slot 1. The CXi and CX can have an Analogue Main Board fitted in the lower position - slot 1 and an Analogue Option Board in the upper position slot 2. Both are in Shelf 1. Rear of a CX/CXi with an Analogue Main Board in slot 1 (lower) and an Analogue Option Board in slot 2 (upper). Example 1: An analogue telephone connected through a patch panel to the third circuit of the card in slot 1 of an ASUII programmed as Unit 2 has a PLID of Phone plugged into 3 socket on patch panel card Patch panel connected to ASU II card 04-3

38 3300 MCD R5.0 System Administration In the table below X is the unit number of the ASUII or AMB/AOB and is whatever was used during installation. Analogue Extensions ASU II Slot 1 (lower) PLID Slot 2 (upper) PLID Analogue Main Board (MXe/CX/CXi) PLID Analogue Option Board (CX/CXi) PLID ONS 1 X X ONS 1 X ONS 1 X ONS 2 X X ONS 2 X ONS 2 X ONS 3 X X ONS 3 X ONS 3 X ONS 4 X X ONS 4 X ONS 4 X ONS 5 X X ONS 6 X X Continues to 12, 16 or 24 depending on the card fitted. Types of Telephones The 3300 supports 3 types of telephones: analogue, IP and SIP. Analogue telephones are directly wired through the building wiring to the 3300 units whilst IP and SIP telephones connect to the local area network through the normal computer wiring. The IP telephones use MiNet as the signalling protocol, which is a Mitel proprietary IP. The 3300 also supports SIP (Session Initiated Protocol) allowing a SIP phone to be connected to the More information about SIP phones is in Appendix B. Telephones are further described as being SINGLE LINE which is telephone with only one number - the Directory Number - assigned to it. It cannot have any other numbers associated with it. Analogue telephones and the 5201 IP telephone are single line devices. A MULTILINE telephone has its own Directory Number but can have other numbers either of other telephones or phantom numbers assigned to the programmable keys. 5312, 5324, 5330 and 5340, are examples of Multiline IP devices. Single Line Analogue Telephones Analogue Telephones are referred to as On Network Station circuits (ONS). They connect to the 3300 through either an ASU II or embedded AMB or AOB. Physical Connection All analogue phones need two wires to connect them to the 3300 system. The wiring in the building is terminated in either a patch panel or test jack frame. The ASUII s have a cable connecting the card to the patch panel or test jack frame. AMB and AOB cards have RJ11 connectors. Analogue Telephone Controls and Settings Good quality analogue telephones will have a number of buttons and controls fitted. These control how the keypad dials out and how the recall (transfer) button works (Earth or Time Break Recall). The example is an Ascom Berkshire telephone telephone programming.doc

39 Telephone User Administration LDE - Loop Disconnect keypad. Earth Recall Button. MFE - DTMF keypad. Earth Recall Button. MFT - DTMF keypad. Time Break Recall Button. Ringer/Volume controls The 3300 controller has to be programmed to match the telephone settings. The telephone may also be fitted with a Message Waiting lamp which can be used by the Embedded Voic System of the 3300 controller or external voic (NuPoint Unified Messenger). The installation engineer will have created a descriptor (usually number 1) using the ONS/OPS Circuit Assignment form that matches your phones. For Calibrated Flash the Low Flash Timer must be blank Time Break Recall = Calibrated Flash Message Waiting Lamp = Yes Note Time Break Recall is also known as Calibrated Flash 04-5

40 3300 MCD R5.0 System Administration IP Telephones All IP telephones connect to MCD through the local area network in the office. IP telephones are given an IP address (and other network options) when they are plugged in and communicate directly with MCD. The unique Media Access Control (MAC) address that the IP telephone has is used to identify the telephone when it is connected to the network and the extension number is associated in the 3300 database with the MAC address. This means wherever the phone is plugged in it will always get the correct extension number. This makes moves and changes very simple. All programmed information on the phone (name, number and features) is held in the controller and not on the phone itself. Although an IP set has buttons these do not send physical signals to MCD (as the analogue phones do). Therefore there is no circuit descriptor needed for IP phones. Caution More information on how IP phones connect and work including DHCP requirements is in Appendix B. Programmable Key Modules Several Multiline IP telephones can have a PKM attached if required. There are two versions, a 12 key and a 48 key. You select which you want when you program the phone into the database with a 48 key PKM Multiline IP Telephone Programmable Keys The keys on a Multiline IP telephone can be programmed as required. This is explained in a later module. SIP Telephones SIP telephones are programmed into the database in a similar way to IP phones but require additional information. SIP telephones do not support as many of the features and functions of the normal Mitel IP phones. You may also use a soft SIP phone installed on a PC or laptop with the SIP phones require IP user licences. More information on SIP phones is in Appendix B telephone programming.doc

41 Telephone User Administration Registering an IP Phone All IP phones (whether single or multiline) work the same way. Once a device type and number have been assigned in the database the IP phone is connected to the network. With a new IP phone you have to associate the telephone MAC address with a programmed extension number. This is called registration. The process is slightly different depending on the type of phone you are registering. Registering IP Telephone Types After plugging the phone in the display will prompt you what to do. You will be asked to Enter PIN and press a key, usually the Superkey (blue) or the Hold key (red). Enter the SET REGISTRATION PIN code followed by the extension number you want that phone to have. Then press the Superkey or Hold key. The set will send its MAC address to MCD and connect, the display showing the date and time. Note The Set Registration and Set Replacement PINs are programmed by the engineer during installation and are in System Properties System Feature Settings - System Options. The classroom uses *** and ###. Registration Problems Display: The set displays Enter PIN.. immediately after you have just registered it. Problem: You have entered either an invalid PIN code or the wrong extension number for that type of set. Display: The set displays Set Locked Out.. Problem: This can occur with a set that has been registered before and since removed. The set can remember its PIN and extension number. To solve this problem remove the power to the phone and then power it back up while holding down the * key. Follow the on screen prompts. This will clear the flash memory of the set. Replacing a faulty set If you need to replace a phone with a new one, simply unplug the old phone, connect the new one and when it asks for the PIN enter the SET REPLACEMENT PIN followed by the original extension number. This replacement code instructs the database to overwrite the original MAC address with the one of the new phone. 04-7

42 3300 MCD R5.0 System Administration Adding, Modifying and Deleting Telephone Users When you add a new user to the database the information you provide goes into several forms. Adding new users or modifying existing users is done in a single form, the User and Device Configuration Form and all the relevant forms are then programmed automatically. Users can be deleted using the same form. Some of the information you add, such as the Class of Service and Class of Restriction will already have been setup during installation. These are covered in a later module. The User Configuration form is in Users and Devices Users and Device Configuration Using Active Directory Integrated Directory Services (IDS) Users may also be added, deleted or changed using Microsoft Active Directory. In the User and Device Configuration form is a tick box to show the user is managed by IDS. If IDS is being used you should not use this form to make changes to these users but instead synchronise the MCD to the AD server. If you have phones programmed that are not specifically for users, such as hot desk devices then untick the box. Changes to these phones should be made in the User form. More information about IDS is in Appendix C. Default Users, Roles and Templates You can add a default user by providing all the necessary programming information about them. You can also create a Role and Template which allows you to quickly add users by having default information such as phone type and COS/COR already configured. Add a Default User Select Default User and Device and the form will open. The edit screen presents 7 tabs showing all the information about this user. The Profile tab opens first telephone programming.doc

43 Telephone User Administration The example below is for a user already added to the database. Profile Tab The basic information about the user is added here, name, number and type of phone they will use. The Service Level is Full meaning this is a person with a physical phone on their desk. If they were a hot desk user then just tick the Hot Desking User box. The Home Element and Secondary Element show which 3300 ICP/MCD the user is configured on and whether a second 3300 ICP/MCD is available for resiliency. This is a feature allowing the user always to have service if the Home Element should fail. Device Details tab Here is where you select whether the phone has a programmable key module (PKM) fitted, the phone s MAC address (automatically entered during registration) and if it was an analogue phone it would display the PLID 04-9

44 3300 MCD R5.0 System Administration Service Details tab The Class of Service (COS) provides access to features and applications of MCD, essentially the permissions the user has. The Class of Restriction (COR) allows the user to dial out on trunks. It controls what external access they have. COS and COR are covered in a later module. A COS and COR is entered for each of the 3 modes of operation, day, night 1 and night 2. You can also assign a number of personal speed calls to the user in the tab. If this is a SIP phone then additional information can be configured here. There is more information about SIP phones in Appendix B Voice Mail tab If the embedded voic system (EVM) is configured you can create mailboxes for your users. Voic is covered in detail in a later module telephone programming.doc

45 Telephone User Administration Access and Authentication tab If the user is a Hot Desk user, a Hot Desk ACD agent, has a wireless phone or the Phone Lock feature has been enabled the PIN for these features is entered here. Desktop Admin allows the user to login to MCD and program their own phone from their PC. It requires a login name and password. Phone Applications The application allows web pages to be uploaded to the 3300 ICP/MCD and displayed on the high end IP phones with displays that support it. The web pages could include company or hotel logos and information. You can also use the application to program and lock keys to specific functions. HTML applications are not covered on this System Administration course. If this tab is greyed out it means the phone type does not support the feature

46 3300 MCD R5.0 System Administration Keys tab Multiline IP phones have programmable keys allowing numbers and features to be assigned to the keys. These are covered in a later module. Change/Copy/Delete a User To change any details of a user just select the user you want and click the Change button. The 7 tabs open and you can edit the relevant fields. To Copy a user select the user you want to copy from and click the copy button. To delete a user just select the user and click the Delete button. If you get an error message when trying to delete a user it may be that their number is being used for another feature. For example they may have a button where incoming trunk calls are answered. That button would need to be deleted first. User Roles and Templates To make creating users easier you can create Roles with associated Templates which have some information already entered and then create users from the template. For example: You need to add new staff members to the Marketing department. All staff there will use a 5340 phone and have Class of Service 6 and Class of Restriction 4. Create a Role Create a Role called Marketing with a New Template. This will automatically create the Template called Marketing telephone programming.doc

47 Telephone User Administration Modify the new Marketing Template Add the relevant information to each tab you want to be default for this template. You can also specify default keys you want these users to have. The system will then create a key template. If you enter a Department or Location they must already be programmed in the relevant forms in Telephone Directory Management Department/Location

48 3300 MCD R5.0 System Administration Add a User with the Template Click on Add By Role and select the Role you created. The Add user dialogue opens with the Template information. You now enter the rest of this users details. You can create Roles and Templates for all user types including Hot Desk and ACD Hot desk agents telephone programming.doc

49 Telephone User Administration Connect a PC/Laptop to an IP Phone Most of the display IP phones have two Ethernet ports on the back. One is for connecting the phone to the network point at your desk; the other allows you to connect a PC or laptop. This way you only need one network point at the desk. Not all IP phones have a PC socket. You can disable the PC socket in the phones Class of Service. Desktop PC IP Phone Network socket Note The Ethernet port on the phone has a speed of 100mb/sec. If you need a 1Gb/sec connection for your PC there is an optional stand for the phone providing a 1Gb/sec Ethernet port

50 3300 MCD R5.0 System Administration Locate Command A very useful maintenance command is LOCATE. This allows you to find numbers, devices and features in the system. When programming a new phone you need to know what extension numbers are available. You also need to know which PLIDS are free for analogue phones. This is particularly useful if you have a lot of analogue phones. The command is also helpful for administrators to find out what the features users have activated on their desk phones. Maintenance Commands are entered in Maintenance and Diagnostics - Maintenance Commands. Enter the command and click Submit. The Maintenance Command line has an auto complete option which is very helpful if you are not sure of the command syntax as you type it in. You can turn this feature off. There is also a favourites and history button to access recently used or common commands. To find spare extension numbers within a given range: LOCATE ALL FREE DN xxxx to yyyy or LOCATE FIRST FREE DN xxxx to yyyy LOCATE ALL FREE DN 2000 TO 2400 The response shows extensions 2001 to 2399 are free. Note: you must enter the extension number in a consistent range of 2 to 7 digits. For example if you have a mix of 3 and 4 digit extension numbers your search must be xxx to yyy and then xxxx to yyyy. You cannot search from xxx to yyyy telephone programming.doc

51 Telephone User Administration To find out the PLID of an analogue phone from an extension number: LOCATE EXTENSION XXXX LOCATE EXTENSION 2000 This is an analogue device at the PLID of The Hybrid 4 ONS 6 LS and slot of 1 means it is an analogue main board in a CX/CXi or MXe controller. If it was the analogue option board in a CX/CXi it would be slot 2. To locate any extension number: LOCATE EXTENSION 2401 This is an IP device and the first one programmed into the database (IP Device ID 1). To find out where a number is being used: LOCATE NUMBER 6000 This number is assigned to a hunt group 04-17

52 3300 MCD R5.0 System Administration To find out what features are active a phone: LOCATE FEATURE EXTENSION 2400 The response shows that extension 2400 has Do Not Disturb active. A complete list of Locate commands (and all Maintenance Commands) can be found from the Help in the Maintenance Commands screen telephone programming.doc

53 Telephone User Administration Lab Adding, editing and deleting Users Lab 1 - Program a standard analogue telephone (the same type as the working standard extension on your workstation) onto the PLID specified by your instructor Step Task Expected Result/Observation 1 Select Users and Devices Advanced Configuration Analog Telephones - ONS/OPS Circuit Assignment. Highlight number 1 and click Change. This descriptor has already been created by your installation engineer and does not need changing. What is the value in the Message Waiting Lamp field? Leave all options as they are, cancel the form without making any changes 2 Go to Maintenance and Diagnostics Maintenance Commands Enter the locate command to find all free directory numbers in the range 2000 to You should see that 2001 is free. 3 Select Users and Devices User and Device Configuration. Click Add Default User and Device Enter the new users details in the tabs as follows: Name (choose something suitable) Department Training, Location your system location * Number (2001) Device Type analog PLID Enter COS 2 and COR 3 for Day/N1/N2** Tick the box for Voic Un-tick the box for Desktop Admin (not supported on analogue phones) Save your changes. * These will automatically be added to the Department and Location forms ** COS/COR are covered in a later lab 4 Test the phone works by dialling it from another working extension

54 3300 MCD R5.0 System Administration Lab 2 Program an IP phone Step Task Expected Result/Observation 1 Look at the phones on your workstation and choose one that is displaying Use Superkey to send... This phone is not yet programmed. Make a note of the type of phone. 2 Go to Maintenance and Diagnostics Maintenance Commands. Enter the locate command to find all free directory numbers in the range 2400 to Make a note of the first free number. You should see that 2402 is free. 3 Select Users and Devices User and Device configuration. Click Add Default User and Device Enter the new users details in the tabs as follows: Name (choose something suitable) Department Training, Location your system location Number (2402) Device Type the type of phone Leave the MAC Address field empty Enter COS 6 and COR 4 for Day/N1/N2 Tick the box for Voic Tick the box for Desktop Admin and enter a password (make a note of the name/password shown) Save your changes. 4 From the phone enter the Set Registration code *** followed by the extension number Press the blue Superkey or red Hold key depends on the type of phone. The display will tell you which to press. 5 Check the phone is now working by making a call to another phone. 6 Add another IP phone using one that indicates it is currently not programmed. Use number Lab 3 Delete a User Step Task Expected Result/Observation 1 Select Users and Devices User and Device Configuration. Highlight the IP phone you ve just added Click Delete and confirm. The user is deleted and the phone goes back to an unregistered state. 2 Would you please add this phone back into the database (2403) as it will be needed in a later lab telephone programming.doc

55 Telephone User Administration Lab Adding Users with a Role/Template Lab 4 Create a new Role and Template for Marketing Step Task Expected Result/Observation 1 Select Users and Devices Templates User Roles. Click Add and create a new Role called Marketing. Select the Template as New Template. You can add a Note to explain what this role is for. Save the new Role. 2 Select User and Device Templates, select the new Marketing template and click Change. In the tabs enter the following: Department/Location* Device Type 5340 COS 6 and COR 4 for Day/N1/N2 Tick the box for Voic Save your changes. *Note these MUST already be in the Department and Location forms. 3 Select Users and Devices User and Device configuration. Click Add By Role Marketing Look at the tabs to see the default information you created in the Template has been added. You now just need to add: Name (choose something suitable) Number (2402) Save your changes. You may create the user if you wish but it is not needed for any future labs

56 3300 MCD R5.0 System Administration telephone programming.doc

57 Multiline IP Set Key Programming 05 Objectives When you finish this module, you will understand The different key types of the IP phones How to program the keys

58 3300 MCD R5.0 System Administration 05-2 multiline keys.doc

59 Multiline IP Set Key Programming Multiline IP Set Key Programming Types of Keys on a Set Prime Line and Line Appearance Keys On this 5224 IP set the keys number from 1 to 24. Key 1 is the Prime Line Key and is where the set s directory number is programmed. Keys 2 to 24 are Non-Prime line keys and are available for programming as required. Programming Set Keys Multiline Set keys can be programmed in 5 places: Users and Devices - User and Device Configuration form Users and Devices Advanced configuration Multiline set keys Group Administration Tool (see later in this module) Desktop Tool (see later in this module) On the set itself by the user Note Only the System Administration Tool can assign ALL types of key programming. The other programming options (Group Admin/Desktop Tool/User) have restrictions on the key programming available. The following examples of key programming are done using the System Administration Tool. The other methods are explained later in the module. 05-3

60 3300 MCD R5.0 System Administration Different Line Types and Options Single Line A Single Line is a directory number that only appears on one key in the entire system. Single Lines may be Prime Lines (appears on the first key on multiline sets) or Non-Prime Lines (appears on any key other than the first key). Example: The Manager s phone has the directory number of It is also assigned a nonprime single line appearance of 2444 on key 2. With this second line, the Manager can make or receive calls even while engaged in a call on the Prime Line. This number (2444) could be a DDI number if required. Ringing Options When you program a key type with a number there is an option for ringing. The key will always flash (or stay on depending on the function) but you specify if you want the phone to: RING the phone will ring when that number is called. If you are busy on your prime line, the phone will only give a single burst of ringing and then stop (the key continues to flash). RING CONTINUOUS the phone will ring (and continue to ring until you answer it) even if you are busy on your prime line. NO RING the phone won t ring (but the key will still flash) DELAYED RING the key will flash but the phone won t ring until after a delay (programmed in the phone Class of Service) DELAYED RING CONTINUOUS same as RING CONTINUOUS but after the delay. These ringing options apply to all types of key programming where the key has a number that can be called. You can have different ringing options at each set when the keys have been programmed with the same type of function. Note Please note the field Button Label only applies those IP sets with large displays such as the 5320, 5330, 5340 and 5360 which can display this text. All other IP sets have a paper label. Similarly the field URL is for book marking Internet Addresses only available on the 5240 IP set multiline keys.doc

61 Multiline IP Set Key Programming Multicall Lines A Multicall Line appearance is a directory number that may appear on more than one set (and/or on 2 or more keys of the same set) and that can support simultaneous separate conversations at each of its appearances. When a new call rings in to the number, all idle appearances can ring. If one set answers, all other appearances of the same number become idle and are available for use. With the exception of new calls ringing all appearances, multicall lines cannot be used to monitor the state of other lines or devices. A multicall number can be a phantom number or the number of a real extension on the system. Prime line Prime line Key 2 multicall 4444 Key 2 multicall 4444 Many Multicall Appearances on the Same Set Many appearances of a Multicall line on one set allow one person to receive many calls to the same phone number on the same set. Current calls are placed on hold before new calls are answered. Once the calls are on hold the person can retrieve and service them in whatever order they choose. A set acting as a backup to an Attendant Console can use this functionality when rerouting incoming calls to various departments. Multicall line appearances on many sets help to ensure that many simultaneous calls to a common number receive a prompt answer. Such configurations would be appropriate for sales desks, help desks, emergency services, etc. Please note that when you program the first appearance of a Multicall line and select Multicall as the line type it will default back to Single Line because at this moment it is still a single line. As soon as you program another appearance of this same number as a Multicall the first appearance will change to Multicall. 05-5

62 3300 MCD R5.0 System Administration Key System A Key System appearance is a number that appears on many sets and/or the same set many times. A key system number can be a phantom number or an appearance of another extension number on the system. When a call is routed to a Key System number all the appearances will indicate the call but when one person answers all the appearances become busy. Another call to that number will return busy tone. A Key System appearance also functions as a busy lamp showing the status of the other number. Key System is a useful way of having someone else s number on your phone so you can answer their calls when they are not at their desk. An example of this is Manager Secretary. Multiline Appearance Groups When you have many keys programmed on different sets the Multiline Appearance Group allows you to see where they all appear. In the example above for a Multicall line the number 4444 was programmed onto 2401 and Selecting the Group Directory Number 4444 shows that it appears on 2401 key 2 and 2400 key 3. You can use the Multiline Appearance Group form to modify key programming. Differences between Key System Lines and Multicall Lines When a member of a Key System Group answers a call, the line becomes busy (only one member can use the line at one time). When a member of a Multicall Group answers a call, all other appearances of the line become idle (all group members can use the line simultaneously). When a member of a Key System Group places a call on Hold, the call can be retrieved by any member of the group. When a member of a Multicall Group places a call on Hold, the call can be retrieved only by the set that placed the call on Hold. Direct Station Select / Busy Lamp Field (DSS/BLF) In this module you have seen three of the line types: single line, multicall line and key system line. Two more line types are available: DSS/Busy Lamp and Secretarial. When a Line Appearance Key is configured as a DSS/BLF key, it can have four different functions: 05-6 multiline keys.doc

63 Multiline IP Set Key Programming As a Busy Lamp (BLF), the key allows you to monitor the activity status of a directory number (Idle, Busy, Ringing, Do Not Disturb (DND)). As Direct Station Select (DSS), the key acts as a speed call key to the directory number. When you transfer a call it can be supervised (you announce the call to the destination before releasing it) or unsupervised (you release the call without announcing it). As Secretarial Transfer (dial-free), the key allows you to transfer calls without placing the call on soft hold to that directory number. Simply press the DSS/BLF key and the call will be automatically transferred (unsupervised). As Directed Call Pickup, the key allows you to answer calls that are ringing at that directory number. The monitored device may be on the same MCD or another MCD within the same cluster. When you program the line type dss/busy lamp, the key is a Direct Station Select key of the associated directory number while the corresponding appearance displays the status of the monitored device. When you program the line type secretarial, the key allows all the functions of dss/busy lamp and it also allows secretarial transfer of calls on soft hold to the associated directory number. The example shows extension 2400 with Key 3 as a Secretarial appearance of 2401 and Key 4 as a DSS/Busy Lamp of Feature Keys You can assign features such as Auto Answer and Do Not Disturb, to any unassigned Line Appearance Key on the set or PKM. The key becomes a Feature Key. Pressing that key activates the assigned feature. In most instances the key works as a toggle key. Pressing the key enables the feature (there will be a visual indication). Pressing the key again disables the feature. Most display IP phones have many of these features (Callback, Call Forward, Campon, Music, Night Answer, Override, Privacy Release, and Swap) available on their softkeys under the display. Features unavailable on the softkeys can be programmed against any spare Line Appearance Keys. In the example a Do Not Disturb key has been programmed to key 3 on extension

64 3300 MCD R5.0 System Administration Phone Lock Phone lock is a feature available from Release 9 software allowing the user to lock their telephone keys so no one else can use the phone. The feature is assigned to the user s class of service and a spare line key on the telephone is programmed so it can be activated and deactivated. Using the feature requires a PIN which is programmed in the User and Device Configuration. To activate the feature press the phone lock key and enter your PIN. If you are using an analogue phone or IP phone with no line keys then you need a feature access code to activate and deactivate the feature. Programming Phone Lock In the users COS add the Phone Lock feature. Program a PIN in the User and Device Configuration form of the user. In the Multiline Set Keys form (or the User and Device configuration) assign the Phone lock feature to a key. You may also do this by pressing the Superkey on your phone and following the prompts to program a Personal Key. It can also be done using the Group Admin and Desktop tools (see later in this module) multiline keys.doc

65 Multiline IP Set Key Programming Programming Using the Desktop/Group Admin Tool Individual Users can program the keys on their sets by using their browser to launch the webbased Desktop Tool. The Group Administrator can also access an individuals Desktop Tool through the Group Admin Tool. For a user to access their Desktop Tool they must have an account created in the MCD User Authorisation Profiles Form. In this example, Tom Gray has an account with just desktop access and his extension is identified (2401) When Tom logs into MCD using his account name and password he is presented with the desktop tool. 05-9

66 3300 MCD R5.0 System Administration Moving the mouse over a key will tell you whether the key is available to program or currently has something assigned to it. Simply select the feature from the right help is shown at the bottom and assign it to the key The same desktop tool screen is shown to the Administrator when they login using the Group Administration tool and select the option to edit a user s desktop. Programming Keys from the Phone The user can program the keys directly from the phone by pressing the Superkey and selecting Personal Keys from the options. Not all key programming is available to the user. Refer to the phone user guide for details multiline keys.doc

67 Multiline IP Set Key Programming Lab Programming Multiline keys Lab 1 Single Line Step Task Expected Result/Observation 1 Select Users and Devices Advanced Configuration - Multiline Set Keys 2 1. Highlight Extension 2400 and then highlight an unassigned button at the bottom. 2. Click Change Member and add the following: Directory Number 2444 Line type Single Line Ring Type Ring Label (optional if the phone has a large display) 3. Save your changes 3 Check the line works 1. Make a call to 2444 and the phone should ring and the key flash. 2. Answer it and hang up. 3. Place a call to Extension 2400, answer it and keep it established. Now place a call to The key will flash, but does the phone ring? 4. Answer the call by pressing the flashing key. The call you have on 2400 is automatically held. Hang up all calls

68 3300 MCD R5.0 System Administration Lab 2 Multicall Step Task Expected Result/Observation 1 Select Users and Devices Advanced Configuration - Multiline Set Keys 2 1. Highlight Extension 2400 and then highlight an unassigned button at the bottom. Click Change Member and add the following: Directory Number 4444 Line type Multicall Line Ring Type Ring Label (optional if the phone has a large display) Save your changes Note that the line type will save as Single Line; ignore this as it will change back to Multicall when you program the next phone. 3 Repeat the above programming on Extension Check the line works. Make a call to 4444, note the keys on both phones flash and they both ring. Answer the call at one phone. Note the other phone stops ringing and the light stops flashing. With the first call still up, make another call to The other phone rings and the light flashes. Answer this call. Make a third call to 4444 and you will get busy. Hang up all calls multiline keys.doc

69 Multiline IP Set Key Programming Lab 3 Key System Step Task Expected Result/Observation 1 Select Users and Devices Advanced Configuration - Multiline Set Keys 2 1. Highlight Extension 2400 and then highlight an unassigned button at the bottom. 2. Click Change Member and add the following: Directory Number 3333 Line type Key System Ring Type Ring Label (optional if the phone has a large display) 3. Save your changes 3 Repeat the above programming on Extension Check the line works. 1. Make a call to 3333, note the keys on both phones flash and they both ring. 2. Answer the call at one phone. Note the other phone stops ringing but what does the light indicate? 3. With the first call still up, make another call to What happens now? You should get busy. 4. Hang up all calls. Lab 4 Manager Secretary Step Task Expected Result/Observation 1 Select Users and Devices Advanced Configuration - Multiline Set Keys 2 1. Highlight Extension 2400 and then highlight an unassigned button at the bottom. 2. Click Change Member and add the following: Directory Number 2401 Line type Secretarial Ring Type Ring Label (optional if the phone has a large display) 3. Save your changes 05-13

70 3300 MCD R5.0 System Administration 3 Test it. 1. Make a call to 2400 (not from 2401!) and answer it. 2. Press the Secretarial key for What happens? 3. Hang up all calls 4 Change the key type of the key (2401) on extension 2400 from Secretarial to DSS/BLF. 1. Ring 2401 and answer it. What does the key on 2400 show? 2. Make a call to 2400 (not from 2401) and answer it. 3. Press the key for What happens? 5. What is the difference between this key type and secretarial? 6. Hang up the calls. With the phones idle, press the key (2401) on It should ring direct to Lab 5 Multiline Appearance Groups Step Task Expected Result/Observation 1 Select Users and Devices Advanced Configuration - Multiline Appearance Groups 2 Select 2401 at the top and look at where that number also appears. 3 Do the same for 4444 and 3333 Lab 6 Feature Keys Step Task Expected Result/Observation 1 Select Users and Devices Advanced Configuration - Multiline Set Keys 2 Highlight Extension 2401 and using unassigned buttons program a Do Not Disturb key and Auto Answer key. Press the DND key (it will light up). 1. Ring 2401 from another phone. You should see DND and hear busy tone. 2. Hang up the call. 3. Press the key to remove DND multiline keys.doc

71 Multiline IP Set Key Programming 1. Press the Auto Answer key. 2. Ring 2401 from another phone. It should give a burst of ringing then answer the call. 3. Hang up the call. Press the key to remove Auto Answer 05-15

72 3300 MCD R5.0 System Administration multiline keys.doc

73 Telephone Directory 06 Objectives When you finish this module, you will understand The purpose of the Telephone Directory How to add users and numbers

74 3300 MCD R5.0 System Administration 06-2 tel dir.doc

75 Telephone Directory Telephone Directory The MCD integrated telephone directory is an information database of all the directory numbers in the system. Each directory number has information associated with it, such as name, department, and location. It can also be used to store speedcall numbers, external numbers and labels for numbers such as the operator console keys. Who Can See the Telephone Directory? All IP phones with displays can use the Phonebook feature to search the telephone directory for names. They can scroll through the directory on their LCD displays or search until they get the name they want. Then they can call the desired party by simply pressing a softkey. Attendant Console Operators access the Telephone Directory through the Phonebook feature. They can search for a person by name, department, location, number, or any combination of these. All search matches are listed on the screen. The Operator can then select the required party and place the call with one keystroke. Entering Names in the Telephone Directory The preferred way to enter names in the Telephone Directory is in the format: Lastname,Firstname If you use this format the attendant and display phone users can search for names using first and last names, last name or initial and last name. Multiple Names Sharing a Number You can assign more than one person s names to the same phone in the Telephone Directory. However, when calling from the phone, only one of the names appears in the called set s display. That name is either the first one you assigned to the phone, or it is the name with Prime Name set to YES in the Telephone Directory form. In the case where this multi-user phone might represent a group or department consider adding an entry to the telephone directory to represent this group and then making it the prime name. Types of Names in the Telephone Directory The Telephone Directory can hold any name and number entry. You can have external numbers with a name, softkeys on the operator console and names for hunt groups and ACD paths. Programming the Telephone Directory The Telephone Directory is located in Users and Devices Telephone Directory Management Enter the name, number and whether it is to a Prime Name (normally for a single name/number this is left as default NO). 06-3

76 3300 MCD R5.0 System Administration The Privacy field, if set to YES stops the number being displayed if you call that person (or they call you). Only their name is displayed. The Cluster Element Id field is a system field and can t be edited. This is used in multiple 3300 ICP/MCD sites that are clustered together. Department and Location are information fields where you can give more details about the entry. Attendant Softkey Programming Example By directing various call types to different console softkeys, you permit the Attendant to handle calls on a priority basis and to answer them appropriately. In the telephone directory the number 0 (a key on the console) has the name Operator. The number 2899 is where external trunks are routed to. This is also a key on the console and is given the name External. If two calls to 0 and 2899 arrive at the same time the Attendant can answer the trunk call first before answering the internal (and lower priority call). Extension user External trunk calls are routed to this number. The name External appears on the console key 2899 Glasgow office HQ number Internal calls to the operator are routed to this number. The name Operator appears on the console key 0 Useful Tips If you want to change the name of a Department or Location for all entries using it in the telephone directory you can do so in the Department or Location form. Changing an entry here will update all entries in the telephone directory tel dir.doc

77 Controlling Phone Features 07 Objectives When you finish this module, you will understand What Class of Service and Class of Restriction are How COS and COR control phone features How to edit COS and COR How to assign a COS and COR to a user

78 3300 MCD R5.0 System Administration 07-2 cos cor.doc

79 Controlling Phone Features Controlling Phone Features The features and functions of all devices (extensions, trunks and consoles) in MCD are controlled by their Class of Service (COS) and their Class of Restriction (COR). These determine what features an extension user can have and their external access to trunks. The COS and COR of an extension gives the administrator great flexibility controlling how the extensions are used. COS and COR can be used to great effect to reduce costs in external calls. By default all devices are given COS 1 and COR 1 when you program them. These are considered default values and during the installation new COS s and COR s are created for the various users. There are 96 COS and 96 COR available to use. You will see additional COS above these numbers but these are reserved for special application and features. Class of Service Initially all COS are all identical with some default values enabled. COS also control timers in the system such as how long your phone will ring on No Answer before being forwarded, or in the case of a trunk how long it will wait on a busy extension before returning to the operator. The senior staff may want to use some advanced features which ordinary staff extensions won t have access to. You need to set up a number of COS s for use by the extensions and consoles. In this example COS 1 is not used for devices but kept as a template. You can copy from COS 1 to any COS you have been editing to get it back to default values. COS 1 Default Used as a template COS 2 to 5 Staff Phones COS 6 to 9 Manager s phones COS 10 to 13 Director s phones COS 14 Attendant Console COS 20 Hot Desk phones COS 21 Voic Ports COS Trunk Circuits COS 2 to 5 is set up for members of staff. This will have basic features enabled COS 6 to 9 is for Manager s and will have additional features enabled COS 10 to 13 is for Director s with perhaps more features COS 14 is for the consoles and will have some specific features and timers set COS 20 is for Hot Desk phones. COS 21 is for the voic ports COS 93 to 96 for trunks COS Option, Public Network Access via DPNSS must be enabled for any user that needs to dial out over a trunk connecting to the public telephone network. If it is not included users will get Access Denied on their phone displays (and unobtainable tone in the earpiece) 07-3

80 3300 MCD R5.0 System Administration Changing and Copying a Class of Service The Class of Service (COS) form is in System Properties System Feature Settings Class of Service Options The 96 COS are all identical and have a default set of features suitable for most phones to use immediately. You should edit the COS you need with the features you want. It is important you give each COS a name in the Comment field so you can easily identify what it is used for in the database. Features in the COS form are sorted by feature type (General tab) or alphabetically (Advanced tab). If you need an explanation of what each COS feature does then use the Help button. To Change a COS Select the COS from the list and click the Change button. The COS opens for editing. Set the features you want to Yes, No or a suitable value, enter a comment (name) and save the form. To Copy a COS Select the COS you want to copy from in the list and click the Copy button. Enter the new COS number and new comment (name). edit the features as needed and save the form cos cor.doc

81 Controlling Phone Features Multiple COS for the same user group In the example above COS 2 to 5 are for staff. You may find that within the staff group someone wants a feature that is different to others using the same COS. Example: Daniel Defoe s extension uses COS 2. He asks for the timer that controls how long the phone rings before it call forwards to his voic be made longer than the default 15 seconds. He wants it to be 30 seconds. If you edit the value in COS 2 then all other members of staff who are using COS 2 will have the 30 second timer. You must copy COS 2 to COS 3 and then edit COS 3 with the new timer value. Finally you assign Daniel s extension with COS 3. Using COS 2 Daniel Defoe Change Daniel to COS 3 COS 2 Default Call Forward No Answer Timer = 15 secs Copy COS 3 EDIT - Call Forward No Answer Timer = 30 secs Day and Night Operation The 3300 can be operated in 3 modes: Day when external calls will normally be answered by the console. Night 1 when the attendant has gone home and perhaps a security guard or answering machine answers external calls. Night 2 an option for perhaps lunchtime use when the operator goes out for an hour and the receptionist answers calls. An extension can have a different COS and COR in Day, Night 1 and Night 2. With COS the same number is normally assigned for all 3 modes. But with the COR you could have a default COR for night service which would stop unauthorised staff from making external calls from phones. Class of Restriction The COR of a phone determines what external access it has when dialling out on a trunk. This is controlled by an application called Automatic Route Selection (ARS). During the installation a number of COR s will have been set up providing different levels of access. This is an example. You must understand that ARS is a very powerful application allowing for very tight and comprehensive control over numbers dialled. 07-5

82 3300 MCD R5.0 System Administration COR 1 default, internal calls only except for Emergency numbers COR 2 Local and National calls (01 and 02). COR 3 As COR (free phone), 0845, 0870, 07 (mobiles) and 118xxx COR 4 As COR 3 + full international access, 100 (operator services) COR 5 As COR (premium rate). COR 6 no restriction You may decide that all staff will use COR 2; Managers COR 3, Directors COR 4 and 5 and the attendant console, COR 6. As an administrator you should not make changes to the Automatic Route Selection forms but you can give extensions a different COR number from those available to you. Example: A member of staff (COR 2) is promoted to a Managers position. You change the COR of her phone from COR 2 to COR 3. Note It is outside of the scope of this course to explain how the COR s are created in the Automatic Route Selection assignment programming. Changing an Extensions COS/COR To change an individual phone users COS or COR number you can use the User and Device Configuration form (Users and Devices Users and Device Configuration Service Details tab) or to change many extensions at the same time or to change the console COS/COR use the Station Attributes form (Users and Devices Advanced Configuration Station Attributes) cos cor.doc

83 Controlling Phone Features Lab Programming Class of Service Lab 1 Changing a user s features In this lab you will change a feature of one IP phone (stop them using Do Not Disturb). All the IP phones on your workstation are using COS 6 so the feature cannot be changed there but has to be changed in a new COS which is a copy of COS 6 and then assigned to the phone Step Task Expected Result/Observation 1 Select Users and Devices Advanced Configuration - Multiline Set Keys 2 First check the feature is available on the phone Turn Do Not Disturb on with the feature access code *50. Test it works by calling 2401 from another phone and you will get busy tone and the message Do Not Disturb. Use the feature access code #50 to turn DND off again (check it is off by calling 2401 again). 3 Now the DND feature will be removed from the phone. 4 Select System Properties System Feature Settings - Class of Service 1. Locate a spare COS to use (one with no comment), for example COS Highlight Class of Service 6 click Copy. 3. Enter the new COS number 7 and a suitable comment e.g. Managers No DND 4. Set the Do Not Disturb feature to No 5. Save the COS This has now created a new COS (7) as a copy of COS 6 with the DND feature disabled. 5 Go to Users and Devices User and Device Configuration 1. Highlight Click Change 3. Change the COS to 7 for Day/N1/N2 6 Test it by using the feature access code *50 to turn DND on. You should get an error message saying Not Allowed. 07-7

84 3300 MCD R5.0 System Administration Lab 2 Assigning a COS/COR to multiple devices Both analogue phones currently use COR 3 but you are going to give them greater external access by changing this to COR 4. You use the Station Attributes form to change various features of phones and consoles either singly or more usually several at a time. Step Task Expected Result/Observation 1 Select Users and Devices Advanced Configuration - Station Attributes 2 1. Highlight the first analogue telephone and click Change. 2. Enter the number of records to change as 2 3. Click in the greyed out Change Action box for Class of Restriction Day and it will open. 4. Select Change all to and enter the new COR value. 5. Do the same for Class of Restriction Night 1 and Night Save your changes cos cor.doc

85 Hot Desking 08 Objectives When you finish this module, you will understand What the hot desking feature provides How to program and use hot desk phones and users The maintenance commands available for hot desks

86 3300 MCD R5.0 System Administration 08-2 hot desk.doc

87 Hot Desking Hot Desk Phones Hot Desking provides mobility for users who share a pool of IP telephones. Instead of always using the same location, these individuals work in an environment where they share a desk and telephone on a rotational basis. Users will log in at a Hot Desk device phone and it will become their number until they log out. Any calls to their number will be directed to that phone, any messages in their voic box will light the message waiting lamp. Any personal keys they ve programmed will become active and available. Login Nancy Smith 2420 Hot desk user COS 6 COR 4 Hotdesk Hot desk device COS 1 COR 1 Nancy Smith 2420 Hot desk user COS 6 COR 4 Hot desk Device type It is recommended that all hot desk devices are of the same model for example 5340 with 47 programmable keys. If you have a mix of phone types then you can have problems. Example: a user logged in at a 5340 hot desk device programs key 25 as a speedcall to a customer. The next time they login in they do so at another desk which has a 5324 hot desk device which only has 24 programmable keys. Key 25 is not there so they can t use that speedcall. You can set the type of phone you plan to use as a hot desk device in the System Options form Hot Desk Device COS/COR Hot Desk users can login to any phone that has the class of service (COS) to allow login. These can be any normal phones on the system but you can create IP Device Only types that do not use any licences. They are restricted to making emergency calls and calls to the operator only. When a hot desk user logs in to such a device the settings change to those of the user for the duration they are logged in. The Hot Desk device is given a COS with default features but must include Hot Desk Remote Logout Enabled and Hot Desk Login Accept COS options and a COR

88 3300 MCD R5.0 System Administration Hot Desk User COS/COR The Hot Desk user is an ordinary member of staff and their COS and COR will be one already created for staff, managers etc. When they login to a Hot Desk device phone their settings are applied to the phone for the time they are logged in. Programming Hot Desk Devices You Add a new Default User and Device in the User and Device Configuration form and give it a Service Level of IP Device only. Enter a suitable name, for example Hot Desk 1, phone number and Device Type. The class of service (COS) and class of restriction (COR) are assigned on the Service Details tab. Note When you Add a hot desk device as an IP Device Only it will automatically be locked when you register the phone. This only allows the phone to receive calls, make emergency calls and calls to the operator. When a hot desk user logs in to the device it will change to the settings for that user. If you Add the device as a Default User and Device with a Service Level of Full it will behave as a standard user device and use an IP User licence. Programming Hot Desk Users Hot desk users are added with the User and Devices Configuration form as Default User and Device. Tick the box Hot Desking User. You can create a Role and Template for Hot Desk users and add new users that way. Enter the person s name, their phone number (which could be a DDI number), the COS and COR, voic and PIN they ll use when they login. Note there is no Device as they are a hot desk user hot desk.doc

89 Hot Desking Logging In/Out and Handling Calls Logging In and Logging Out Logging In Depending on the type of set being used as a Hot Desk phone you will either get a prompt to login or have to enter a Feature Access Code. Press the Login prompt (or enter code) Enter your Hot Desk number and OK Enter your PIN and OK The Hot Desk device now has your number and settings until such time as you logout. The original DN of the hot desk device is now out of service. Calls to your number will ring this phone and if you get a voic message the light will come on and you can respond and listen to the message. Logging Out Press the Logout button (or enter code) Select logout User is now logged out Call Handling when Logged Out If you are currently not logged in at a hot desk device your number will appear Out of Service and if it is a DDI number then callers will not be able to reach you. It is important that Call Rerouting is programmed to catch calls to hot desk users who are logged out so the calls go to voic . Call Rerouting is covered in a later module in this course. Hot Desk Maintenance Commands There are several maintenance commands you can use to see the status of hot desk users, whether they are logged in or not and if they are at which device. Locate Hot_Desk_User All Hot Desk : 2450 Login active at 2500 Hot Desk : 2460 Currently not logged in Locate Hot_Desk_User Active Hot Desk : 2450 Login active at

90 3300 MCD R5.0 System Administration Locate Hot_Desk_User Inactive Hot Desk : 2460 Currently not logged in Hot Desk Conditions Please refer to the help for hot desking for details of the types of phones that can be used and other restrictions that may apply hot desk.doc

91 Hot Desking Lab Creating and Managing Hot Deskers Lab 1 Create a COS for hot desk phones It is first necessary to create a COS for the Hot Desk device to use and to assign it to a phone so people can login through it. At the moment all your phones are user phones with names so one will be deleted to make it available to use for hot desk. The new phone will be created as an IP Device Only which means it doesn t use an IP User licence. It cannot make calls but can be used by a hot desk user to login to. Step Task Expected Result/Observation 1 Select Users and Devices User and Device Configuration 2 Delete one of your phones to make it available to use as a hot desk device Select Users and Devices User and Device Configuration Highlight IP phone 2403 and click Delete. This will delete the device, the user and the mailbox making the phone available to re-assign. The phone on the desk will display Use Superkey. (or Use Hold key ) 3 Create a Class of Service Select System Properties System Feature Settings - Class of Service 1. Search for Class of Service Click Change 3. Comment: Hotdesk devices 4. Enable the options: Hot Desk Remote Logout = Yes Hot Desk Login Accept = Yes HCI/CTI/TAPI Call Control = Yes HCI/CTI/TAPI Monitor = Yes 5. Save the changes 4 Create a Hot Desk device phone Go to Users and Devices User and Device Configuration 1. Click Add Default User and Device 08-7

92 3300 MCD R5.0 System Administration 2. Name (last name): Hotdesk1 leave the first name field blank 3. Number: Device type type of phone that you just deleted. 5. Service Level IP Device Only 6. COS/COR: Set the COS as 20 (the one you just created) and COR as 1 (default) both for Day and Night 1 and 2 7. Save the new device. At the phone use the set registration code *** to register the phone with the new number Note, as you used the service level IP Device Only the phone is now locked and can only make emergency calls, calls to the operator or receive calls. Test this by trying to make call from this phone and to it from another phone. You could create hot desk devices with the service level of Full but they will use a IP user licence. The phone will not be locked and calls from the phone would be dependant on the COS/COR you use. Lab 2 Create a Hot Desk user In this lab you will create two hot desk users. Step Task Expected Result/Observation 1 Select Users and Devices User and Device Configuration 2 Add a new hot desk user 1. Click Add Default User and Device 2. Enter a suitable personal name, department and location. 3. Enter an extension number use Tick the box, Hot Desking User which will remove the device type hot desk.doc

93 Hot Desking 5. Give them COS 6 (manager COS) and COR 6 (full external access) for Day and Night 1 and 2 6. Enter and confirm a 4 digit pin (remember it!) 7. Tick the Voic box (will create a mailbox for this user) 8. Tick the Desktop Tool box (will create an account for them to use the desktop tool remember to enter a password) 9. Do not tick the box External Hot Desk user 3 Add a second hot desk user Repeat the above steps using a different name and extension 2460 Lab 3 Login/Logout a Hot Desk user In this lab you will log the hot desk users in and out Step Task Expected Result/Observation 1 From another phone, ring the device you set up as a hot desk device It will ring. Now ring one of your hot desk user numbers (2450 or 2460) which should be Out of Service (they are not logged in) From the hot desk device phone 2500 press the Hotdesk softkey 2. Follow the prompts to login The phone number now changes to Test this by ringing it. Then ring the original number the hot desk device had (2500) which is now out of service. 5. Dial out from the phone (now 2450) to the external phone on your work station. 3 In a later LAB we will see how to stop hot desk users who are not logged from being out of service (Call Rerouting to voic ). 08-9

94 3300 MCD R5.0 System Administration hot desk.doc

95 Phone Groups 09 Objectives When you finish this module, you will understand The different types of groups available How to program and use the different groups

96 3300 MCD R5.0 System Administration 09-2 hp groups.doc

97 Hunt Groups, Ring Groups and Pickup Groups Different Types of Groups Groups of phones are to help people handle calls more efficiently by normally having one number to ring that will then try and reach one or more other phones within the group. There are 5 different types of phone groups. Hunt groups and Ring groups: These groups of individual phones are accessed by dialling a single number (pilot number). The call is routed to the next available phone (or phones) in the group based on criteria setup during group programming. Depending on the group type there may be options for handling the call if it cannot be successfully answered. Personal Ring group: This is a group of phones that belong to an individual users but with their number as the pilot number. A call to this user will ring which ever phones are available and could include a home phone and mobile. Note: Personal Ring groups are covered in the next module on Dynamic Extension. Multi Device User groups: Similar to the Hunt group this allows a call to a group of phones but only one phone may be active at any one time. This group uses only one IP licence no matter how many phones are in the group. Pickup groups: This is a group of phones which allows anyone of them to answer a call ringing at another phone by lifting the handset and pressing a key (or dialling a code) to get the call. Types of Device in Groups There are some restrictions of what types of phones/users may be members of a group. Please refer to the Help for each group type for more details. SIP Phones (and SIP softphones) are treated like IP phones and may be members of these groups. SIP Phones are explained in Appendix B. Automatic Call Distribution (ACD) This is a type of group that allows complete control of the call at all stages to ensure the caller is answered promptly by an ACD agent. You can provide recorded messages and music to the caller while they wait. If an agent is not available there are options to bring additional agents in to answer the call. ACD is not part of this System Administration course. There is a separate ACD course available. 09-3

98 3300 MCD R5.0 System Administration Hunt Groups Types of Hunt Groups There are two Hunt Group types: Circular Here the callers to the pilot number will be routed to the next available phone in the group. Calls are shared out round the group. If a phone in the group is busy when the pilot number is rung that phone is missed out and the next one gets the call. The busy phone won t get another call until its turn. Terminal Here all calls to the pilot number are routed to the FIRST phone in the group. If it is free whenever a call arrives it will ring. If it is busy when a call arrives at the pilot number the second phone in the group ring. If the first and second phones are busy a call to the pilot number will ring the third phone. But if at anytime the first phone becomes free it gets the next call Pilot Number 2444 If a telephone in a hunt group does not answer when rung the call will not step onto the next phone but will remain where it is ringing. A Hunt Group cannot contain the pilot number of another hunt group. If you want to chain hunt groups together you must use a Ring Group or the Automatic Call Distribution application (ACD which is outside the scope of this course). Programming a Hunt Group Example: Create a Circular Hunt Group with a pilot number of 4000 and members 2400, 2401 and Hunt Groups are in Users and Devices Group Programming Add the new Hunt Group, Hunt Group Mode (circular) and Hunt Group Type (Voice). You can specify a Class of Service for the hunt group. If you leave the COS fields blanks the hunt group will use the COS of the first member. Then click Add and then add the members required you can use range programming to do this if the extension numbers are consecutive hp groups.doc

99 Hunt Groups, Ring Groups and Pickup Groups 09-5

100 3300 MCD R5.0 System Administration Ring Groups A ring group is similar to a hunt group and has a pilot number and individual members. The difference is in how the members are rung and how busy and no answer situations are handled. Types of Ring Group There are two types of Ring Group Cascade a call to a cascade ring group will ring each telephone in turn for a time period before stepping onto the next one and so on through the members. When it gets to the last member without the call being answered the call can be overflowed to another answering point which can be another Ring Group or Hunt group or any other valid number in the database. Ring All a call to a ring all ring group will ring ALL the members at the same time. There are restrictions on how many telephones can be rung simultaneously. Types of Device in Ring Groups Please refer to the Help for ring groups for details of what devices can be members of a hunt group and details of the overflow options. Ring Group Timers There are several timers that affect how a ring group works. If the timers are not correctly set then calls may either not ring where expected or members may be missed out completely. The timers are all in the ring group programming form. Call Ringing Timer this timer is used to time the duration a caller is ringing a ring group. When this timer expires, the caller is redirected away from the ring group if an overflow point is specified. Default value: 20 seconds. Cascade Ring Timer - this timer is used to time the duration each available member of a Cascade ring group is rung. When the timer expires, the next available member of the ring group is rung. Default value: 20 seconds. Call Queued Timer - this timer is used to time the duration a caller is queued to a ring group where all the members are busy. When this timer expires, the caller is redirected away from the ring group. Default value: 20 seconds. Programming Ring Groups Example: Create a cascade ring group 4100 with 3 members, 2400, 2401 and Each member will ring for 10 seconds and if there is no answer the call will overflow to extension Cascade Ring Timer is set to 10 seconds. This allows each member to ring for 10 seconds. With 3 members this is a total of 30 seconds hp groups.doc

101 Hunt Groups, Ring Groups and Pickup Groups Call Ringing Timer is set to 30 seconds. This is the total time all 3 members will be ringing for. Assuming no one has answered the call at the end of this timer the call will overflow to the If you set this timer to a longer value the last member of the ring group will ring for longer than the 10 seconds programmed in the Cascade ring timer. Call Queued Timer is set to 20 seconds. This means if all 3 members are busy, after 20 seconds the call will overflow to the answer point Ring Groups are in Users and Devices Group Programming 09-7

102 3300 MCD R5.0 System Administration Multi-Device User Groups Multi-device User Groups are a type of Personal Ring group including a prime member and additional members. All members must have a Service Level of Multi-device. This Service Level indicates that the directory numbers are IP Device only type which just gives them basic telephony functionality (eg. emergency or attendant calls). These phones do not use an IP User License. However, the group or suite (if used in a hotel environment) must have a Multi-device Users or Multi-device Suites license which one member of the group can use at a time in order to receive or make full telephony calls. When one member of the group is engaged in a call, callers will receive a busy signal (in other words, "One Busy All Busy" is always enabled). The other members of the group will be restricted to IP Device Only Service Level which indicates that the directory number (DN) is assigned to an unlicensed device that has only basic telephony functionality (emergency or attendant calls). Multi-device users are programmed in the Users and Devices User and Device configuration menu by adding a User and Service Level of Multi-Device Multi-device groups are programmed in Users and Devices Group programming Multidevice user groups hp groups.doc

103 Hunt Groups, Ring Groups and Pickup Groups Pickup Groups Call Pickup lets you answer an incoming call to another phone from your phone. There are two types of Call Pickup. Dialled Call Pickup (Pick Up Group) This allows a user of a phone to answer a call ringing at another set if they are members of the same programmed Pick Up Group. This can be done by: Lifting the handset and selecting the Call Pickup softkey on a display set Dialling the feature access code for Dialled Call Pickup Using a personal key that has been programmed as a Call Pickup - Dialled key The system connects you to the ringing phone in the pickup group. If several phones are ringing in your group you will pickup the longest ringing one. Directed (Individual) Call Pickup - Directed Call Pickup allows a user of a set to answer a call ringing at another set, regardless of pickup group membership. This can be done by: Dialling a feature access code + the ringing phone s directory number. Programming Call Pickup Example: Create a Call Pickup Group with members 2000, 2400 and Add a new Pickup Group and enter a comment if required. Leave the Auto Pickup to No. Please note the system assigns the pickup group number for you starting at Click Add Member and add the extensions Auto Pickup With this feature enabled you will pick up the ringing call as soon as you lift your handset, you do not get a choice of answering it. If you are not aware another phone is ringing in your pickup group and you lift the handset to make a call you ll be connected to the caller of the ringing phone! Pickup groups are in Users and Devices Group Programming. 09-9

104 3300 MCD R5.0 System Administration Group Presence Group Presence allows a member of a group (Ring Group, Hunt Group, Personal Ring Group or ACD Group) to control whether they receive calls or not. By default when you add a member to a group their presence is set to Present. Controlling Presence Presence can be enabled or disabled several ways: With a Feature Access Code With a key on the phone (which is programmed on the phone by the user; through the Multiline set keys form; Desktop tool or Group Admin tool) Remotely from a third party phone using a Feature Access Code or key on that phone Class of Service of the user also controls whether they are allowed to use presence or not. By default it is disabled in the COS. You may be a member of several groups and be able to control your presence (or the presence of other members) in those groups. Class of Service Feature Group Presence Control Group Presence Third Party Control Description Allows a member of a group to control their own presence in the group. Default is NO. Allows any user (not the member themselves) to control the presence of another member of a group. Default is NO hp groups.doc

105 Hunt Groups, Ring Groups and Pickup Groups Feature Access Codes Code Description Group Presence Join Group Group Presence Join Group 3 rd Party Group Presence Leave Group Group Presence Leave Group 3 rd Party *20 Allows a member to join a hunt group, ring group or personal ring group. They must already be a member of that group *22 Allows any user (not the member themselves) to make a member join a hunt group, ring group or personal ring group #20 Allows a member to leave a hunt group, ring group or personal ring group. They must already be a member of that group #22 Allows any user (not the member themselves) to make a member leave a hunt group, ring group or personal ring group Please note the actual Feature Access Codes shown are for the classroom. They may be different at your site. Note Even if Group Presence Control is disabled the user can still program a key on their phone but it won t work. They ll get a Not Allowed message when they press it. Using Group Presence Control On the user s phone Programming a key for Group Presence control on a user s phone allows them to be present or absent in that group. You simply press the key. When the user is present the key lights up green, when they are absent the key is not lit. When absent calls to the group will not ring their phone. Using the Feature Access Code: Dial the feature access code for either Group Presence Join Group or Leave Group You are prompted for the group you want to join or leave (present or absent) With this feature users can control their own membership of the groups they belong to. On the Managers phone You cannot program a key to directly control third party presence. You can either use the Feature Access Code or program a key as a User Speedcall key with the feature access code as the value. Dial the feature access code for either Group Presence Join Group Third Party or Leave Group Third Party You are prompted for the extension number of the member you want to control. Enter it

106 3300 MCD R5.0 System Administration You are prompted for the group you want that member to join or leave (present or absent). Enter it. With this feature a manager or other third party can control different members of different groups hp groups.doc

107 Hunt Groups, Ring Groups and Pickup Groups Lab Creating and Managing Phone Groups Lab 1 Hunt Groups In this lab you will create a hunt group with 3 members and then change the hunt group type Step Task Expected Result/Observation 1 Select Users and Devices Group Programming - Hunt Group 2 1. Click Add. 2. Select Number of records to add as 1 (create a single hunt group) 3. In the Hunt Group field enter a pilot number of Set the Hunt Group mode to Circular 5. Leave the COS fields empty (the hunt group will assume the COS of the first member) 6. Select the Hunt Group type as Voice 7. Save the changes 8. Click on the new Hunt Group and at the bottom click on Add member 9. Add 3 of your workstation phones including one of the analogue phones 2000, 2400 and Save the changes. 3 Test the hunt group by ringing the pilot number from another phone (not one of the members) several times. Each member should ring in turn. 4 Change the Hunt Group mode from Circular to Terminal 5 Test again by ringing the pilot number from another phone several times. The first member will always ring. Take this phone off hook and dial the hunt group again. The second member should ring. 6 Please delete the Hunt Group so you can do the next lab 09-13

108 3300 MCD R5.0 System Administration Lab 2 Ring Groups In this lab you will create a cascade ring group with 3 members Step Task Expected Result/Observation 1 Select Users and Devices Group Programming - Ring Group 2 1. Click Add. 2. Add a single Ring group number 4500 and Cascade ring. 3. Leave the COS fields empty (the ring group will assume the COS of the first member) 4. Enter the timers as: Call Ringing timer = 40 seconds Call Queued timer = 20 seconds Cascade timer = 10 seconds 5. Set the overflow point to be 2000 (analogue phone) 6. Save the changes 7. Add 3 of your workstation phones 2400, 2401 and 2402 as members at the bottom 3 Test the ring group by dialling the pilot number from another phone (not one of the members or 2000) The first member should ring for about 10 seconds then stop when the second member should ring (also for about 10 seconds) and when it stops the third member will ring (also for about 10 seconds) then the call should go to the analogue phone Optional (if there is time) Experiment by changing the timers to explore how they work and set the Ring Group type to Ring All. Lab 3 Naming the Ring Groups In this lab you will give the ring group a name in the Telephone Directory Step Task Expected Result/Observation 1 Select Users and Devices Telephone Directory Management Telephone Directory 2 1. Click Add 2. Enter the number of the Ring Group 4500 and name Help Desk 3. Save the changes 3 Test by opening the Phonebook from a display phone and looking up Help Desk. Press Call hp groups.doc

109 Hunt Groups, Ring Groups and Pickup Groups Lab 4 Group Presence In this lab you will enable the control of group presence for the ring group members and test it. You need to find the COS the members are using and change it to add the necessary options. Step Task Expected Result/Observation 1 Select Users and Devices Advanced Configuration Station Attributes Identify the COS used by the 3 members of the ring group 2 Select System Properties System Feature Settings - Class of Service 1. Select the COS the members are using and click Change 2. Scroll down to these options and set both to Yes. Group Presence Control Group Presence Control Third party 3. Save the COS 4. On the phone 2400 program a Group Presence key: If the phone is a 5360/5340/5330 press the blue Superkey, then Settings, then Programmable keys. If the phone is a 5312/5324 press the blue Superkey and using the Yes and No soft keys say No until you get to Personal Keys say Yes. 5. Select an unused key and Change 6. Scroll through the options until you get to Group Presence. Note if you scroll past it you will have to start again as you cannot go back. 7. Select the option and enter the ring group pilot number as the Group DN Save the key. The key LED should light up green to indicate the phone is present in the ring group. 9. Press the key to make the phone absent in the group. The LED should go out. 10. Ring the ring group pilot number again from another phone should not ring as it is absent from the group. 3 Select Users and Devices Advanced Configuration Multiline Set Keys Highlight Check the key you manually programmed above and it shows as Group Presence 4500 You can use either the manual method to assign a key or the Multiline Set Keys form 4 Please delete the Ring Group so you can do the next lab 09-15

110 3300 MCD R5.0 System Administration Lab 5 Pickup Groups In this lab you will create a pick up group Step Task Expected Result/Observation 1 Select Users and Devices Group Programming - Pickup Group 2 1. Click Add 2. The next available Pick Up Group is automatically added in this case 1 3. Set Auto Pickup to No and enter a suitable comment (all other fields can be left default) 4. Save the changes 5. Highlight the newly created pickup group and at the bottom add 3 of your workstation phones, 2400, 2401 and Save the changes 3 Test the Pick Up Group 1. Make a call to one member of the pickup group from a phone who is not a member. 2. Whilst it is ringing lift the handset of another member of the group and press the Pickup prompt button. You will answer the ringing call hp groups.doc

111 Personal Ring Groups & Dynamic Extension 10 Objectives When you finish this module, you will understand How to program a personal ring group How to program an external hot desk user The purpose of Dynamic Extension and how to use it

112 3300 MCD R5.0 System Administration 10-2 prg.doc

113 Personal Ring Groups & Dynamic Extension Personal Ring Groups Personal Ring Groups (PRG) A personal ring group allows the user to have their own phone and other phones either internal or external as members so they all ring together when a call comes to the user s phone Tom Gray 2401 Tom Gray EHDU 2468 Rings Tom s mobile Tom s personal ring group 2401 In this example Tom Gray extension 2401 (DDI ) has a personal ring group 2401 (the personal ring group pilot number is the same as the extension). He has two members, one his own phone and the other his mobile phone. When Tom gets a call his phone will ring and so will his mobile. He could answer the call from either of them the other will stop ringing when he does so. If he answers the call on his mobile and then walks back to his desk he can handoff the call from the mobile to the desk phone. If he then wants to leave the building but keep the conversation going he can handoff back to the mobile. You can handoff from any member of the PRG to the other members. Note Using an EXTERNAL number as a member of a Personal Ring group and controlling the call as described is called Dynamic Extension. An external number is created as an External Hot Desk User (EHDU) and is a licenced feature. Personal Presence Tom can use a feature called Personal Presence to decide which phones in his ring group will ring. For example he may be working at home and only want his mobile to ring. With personal presence he can make his desk phone absent so it won t ring. When he gets back into the office he can make his mobile absent but make his desk phone present. Personal presence can be controlled with a feature access code from the desk phone or EHDU or by programming keys on the desk phone. 10-3

114 3300 MCD R5.0 System Administration External Hot Desk User (EHDU) An external number (such as your mobile or home phone) can be a member of a PRG. The external number cannot be entered directly into the PRG but is associated with an external hot desk user (EHDU) extension number. The user can change the external number that is called whenever they want. Example: Tom gets home from work and wants his home phone to be used when someone calls his work number (extension 2401) rather than his mobile. He calls into his office on a dedicated number and using a feature access code changes the number that is called from his mobile to his home number. The EHDU is an internal number associated with an external number. When an EHDU is a member of a PRG the system actually rings the internal number which routes the call to the external number. You must program the EHDU then add it to the PRG. Each EHDU requires a licence. Class of Service (COS) Options The EHDU needs a specific class of service to operate correctly. If you make a call into your system and login in with your EHDU number then you effectively become an internal extension connected remotely. You will need the normal options in your COS that your desk phone has as well as the ones specifically for EHDU. It is suggested you copy the normal COS your phones are using to a new COS and call it EHDU. Then add the new options as required. Feature Access Codes There are several feature access codes controlling the features of the PRG and EHDU. If you have an IP display desk phone then you may access many of the features via the soft keys or programmable keys. Please note the actual Feature Access Codes shown are for the classroom. They may be different at your site. Feature Code Description Group Presence Join Group *20 Allows a member to join a hunt group, ring group or personal ring group. They must already be a member of that group Group Presence Join Group 3 rd Party *22 Allows any user (not the member themselves) to make a member join a hunt group, ring group or personal ring group Group Presence Leave Group #20 Allows a member to leave a hunt group, ring group or personal ring group. They must already be a member of that group Group Presence Leave Group 3 rd Party #22 Allows any user (not the member themselves) to make a member leave a hunt group, ring group or personal ring group Hot Desk Login *40 Allows a hot desk user to login to a hot desk phone Hot Desk Logout #40 Allows a hot desk user to logout from a hot desk phone Hot Desk Remote Logout *41 Allows a hot desk user to logout from a hot desk phone from another phone Hot Desk User External Number - Store *42 Allows an EHDU to change the number associated with their EHDU number User Pin Store *25 Allows an EDHU to change their EHDU pin 10-4 prg.doc

115 Personal Ring Groups & Dynamic Extension Programming a Personal Ring Group Personal Ring Groups are programmed in Users and Devices Group Programming Add a Personal Ring Group with the PRG number the same as the extension number (2401 in this example). The PRG number must be of an extension that already exists in the database and must be a multiline IP set or Hot Desk user. You cannot make analogue phones or multiline key appearances PRG numbers. One Busy All Busy defaults to No. This means if any one member of the PRG is busy all the other members will be free to take calls. The extension (2401 in this example) is automatically added as a member. You can add other members as required. In the example above Tom Gray s mobile has been added as his External Hot Desk User number All members when added default to Present in the group. If the person wanted their mobile and home telephone to be members you d create two EHDU s and add them both as members. The following types of directory numbers can be added as members of a PRG a multiline IP set a multiline DNI set a single line DNI set a single line IP set an analogue set a Hot Desk user an External Hot Desk user SIP phone 10-5

116 3300 MCD R5.0 System Administration Personal Presence Programming Personal Presence Personal presence can be controlled using the following methods: With Feature Access Codes (group presence and group presence 3 rd party) With a key on the phone either programmed on the phone by the user or through the Multiline set key form, the desktop tool or the Gourp Admin tool (personal presence key) Remotely from another phone using Feature Access Codes (group presence third party) or key on that phone (personal presence key) Remotely from the EHDU using Feature Access Codes A Class of Service option determines whether a user is allowed to control presence or not. By default it is disabled in the COS. Class of Service Feature Group Presence Control Group Presence Third Party Control Description Allows a member of a group to control their own presence in the group. Default is NO. Allows any user (not the member themselves) to control the presence of a member of a group. Default is NO. Feature Access Codes Code Description Group Presence Join Group *20 Allows a member to join a hunt group, ring group or personal ring group. They must already be a member of that group. Group Presence Join Group 3 rd Party Group Presence Leave Group Group Presence Leave Group 3 rd Party *22 Allows any user (not the member themselves) to make a member join a hunt group, ring group or personal ring group. #20 Allows a member to leave a hunt group, ring group or personal ring group. They must already be a member of that group. #22 Allows any user (not the member themselves) to make a member leave a hunt group, ring group or personal ring group. Please note the actual Feature Access Codes shown are for the classroom. They may be different at your site. Caution Even if Group Presence Control is disabled the user can still program a key on their phone but it won t work. They ll get a Not Allowed message when they press it prg.doc

117 Personal Ring Groups & Dynamic Extension Controlling Personal Presence 2401 Tom Gray 2401 Tom Gray EHDU 2468 Rings Tom s mobile Tom s personal ring group 2401 Using the key on the phone Using the example of Tom s phone above. Two keys are programmed on the phone, one for presence of 2401 and one for presence of 2468 (EHDU mobile). All Tom has to do is just press the key to turn presence on or off for that device. Press the key LED goes out user is now absent Press the key LED lights up green user is now present You can program personal presence keys for any of the members of your PRG. In this example for Tom Gray 2401 he has a presence key for 2401 and one for the EHDU (set as Tom s mobile). You can also have Presence keys on other phones controlling your numbers. Using the Feature Access Code: To turn presence of 2401 on or off from the desk phone 2401: Dial the feature access code for either Group Presence Join Group or Leave Group You are prompted for the group number you want to join or leave (present or absent) which is 2401 (Tom s PRG) To turn presence of 2401 on or off from another desk phone: Dial the feature access code for either Group Presence Join Group 3 rd party or Leave Group 3 rd party You are prompted for the member number (2401 desk phone) and then the group number (2401 PRG) you want to join or leave (present or absent) Note the desk phone you are doing this from must have Group Presence 3 rd Party allowed in its COS To turn presence of 2468 (EHDU mobile) on or off from the desk phone 2401: Dial the feature access code for either Group Presence Join Group 3 rd party or Leave Group 3 rd party 10-7

118 3300 MCD R5.0 System Administration You are prompted for the member number (2468 EHDU) and then the group number (2401 PRG) you want to join or leave (present or absent) To turn presence of 2468 (EHDU mobile) on or off from your mobile Dial into the system on the dedicated number from your mobile device. If trust is set up you will be able to dial the feature access codes you need directly. If there is no trust set up you will need to login first. This is explained later in this module. Dial the feature access code for either Group Presence Join Group or Leave Group you will hear silence Dial the group number (2401 PRG) you hear dial tone as confirmation Hang up To turn presence of 2401 (desk phone) on or off from your mobile (EHDU) Dial into the system on the dedicated number from your mobile device. If trust is set up you will get dial tone. If there is no trust set up you will need to login first. This is explained later in this module. Dial the feature access code for either Group Presence Join Group 3 rd party or Leave Group 3 rd party you will hear silence Dial the member number (2401 desk phone) silence - and then the group number (2401 PRG) you want to join or leave (present or absent) - you will hear dial tone confirmation Hang up Handoff Handoff allows you to transfer the call from one member of the PRG to another. For example, you are walking into your office and take a call on your mobile. As you get to your desk you want to continue the call on your desk phone. Pressing a handoff key on the desk phone transfers the call from the mobile. You then need to leave your desk but want to continue the call on your mobile. Pressing the handoff key again transfers the call back to the mobile. You can handoff the call from any member of the PRG to the other members. You do need to program a handoff key on the desk phone or use the feature access code. If you handoff from a mobile you need to press a DTMF digit or use a feature access code (see next paragraph on mid call features). EHDU Mid Call Features When taking a call on your mobile or external phone you can access normal MCD features by either pressing single digit DTMF keys or using Feature Access Codes. This includes the handoff feature to transfer the call back to another member of the PRG. To enable the use of Feature Access Codes instead of single digits set the System Option External Hot Desk Single Digit Mid Call Features to No or Yes to use single digits. The default value is Yes (single digits) prg.doc

119 Personal Ring Groups & Dynamic Extension Using single digits for mid call features requires the use of a DTMF receiver during the call (key pad tone detection). This means that any key presses for other purposes such as controlling your voic will not work unless you first release the DTMF receiver. Please note the actual Feature Access Codes shown are for the classroom. They may be different at your site. Feature Hold or Retrieve Call Hold FAC to both hold and retrieve call Transfer User Flash FAC Conference Conference Call FAC Swap Swap FAC DTMF Key FAC Description 1 *70 The external hot desk user is given camp-on tone to indicate that the hold request was successful. While the call is on hold the only mid call feature available is Retrieve. All other key presses are ignored. Only the external hot desk user can retrieve the held call. Other appearances of the held line cannot be used to pick up the call. If an external hot desk user hangs up while they have a call on hold, they will be recalled. No recall indication is provided to the user, only the calling party ID (if available). 2 *36 Both supervised and unsupervised transfers are supported. To return to the call on soft hold while listening to dial tone (i.e.) before dialling the transfer destination) the user must dial the Call Hold Retrieve FAC (*71) 3 *81 The user may add more parties to an established conference by selecting Transfer and calling the additional party. Upon answering, the user presses the Conference DTMF key to add the party to the conference. Conferences established by external hot desk users cannot be split. Swap is not supported on conference calls and is ignored if attempted. 4 *3 Alternates between two calls. Handoff Handoff FAC Cancel Call Force Party Release FAC 5 *23 Pushes the call back to the user's Personal Ring Group. # *4 Terminates the current call and returns dial tone. Typically used when the called party is not answering or when encountering a busy signal. 10-9

120 3300 MCD R5.0 System Administration Remove Digit Detector Not required when using FACs * Disconnects the DTMF receiver allowing the user to interact with services and applications such as voice mail. Once the digit receiver is removed it cannot be started again for the duration of the call. The user would need to start the call again to obtain a new receiver. Using Mid Call Features from the EHDU Using single digits You have answered a call on your mobile and want to: 1. Transfer the call to another number press 2 and you ll get dial tone, the caller is put on hold. Dial the new number. 2. Handoff the call to your desk phone press 5 Using Feature Access Codes You have answered a call on your mobile and want to: 1. Transfer the call to another number dial *36 (User flash) and you ll get dial tone, the caller is put on hold. Dial the new number. 2. Handoff the call to your desk phone dial *23. The call is handed back to your desk phone which will ring. Programming an External Hot Desk User (EHDU) Class of Service The EHDU user will have the same class or service as a normal desktop user but may require these three additional options. How they are set depends on how the users want the features to work. Class of Service Feature Hot Desk External User Answer Confirmation Hot Desk External User - Permanent Login Description When a call rings the external number you answer it but must press any DTMF key to connect to the caller. This lets you see who is calling you before you accept the call. The caller will hear ringing until you press a key. If set to NO when you answer the call you are connected to the caller immediately. Default is YES. When set to NO (default) the user must dial into their MCD system and login with their EHDU number before the system will be able to ring it. If set to YES the EHDU is always logged in. It is recommended that this option is enabled. You can use presence to enable or disable the number in the PRG prg.doc

121 Personal Ring Groups & Dynamic Extension Hot Desk External User - Display Internal Calling Line ID If your engineer has programmed up Calling Party Number (CPN) substitution to display your extension DDI numbers when you make any outgoing call then a call to an EHDU from an internal extension will display the number of that extension calling you. If CPN substitution is not programmed then you can get the MCD system to send the calling extension number with this option in the EHDU COS. Default isyes. Class of Restriction The EHDU must have a class of restriction that allows external access to the number that will be rung. For example, if the user wants their mobile to ring (907xxxxxxxxx) then the COR must allow access to 907. If the COR does not allow access then callers will get Out of Service when they attempt to ring the EHDU (either directly or through the PRG). Adding EHD Users External Hot desk Users are programmed in Users and Devices User Device Configuration Add a new user as a Hot Desking User In the Profile tab enter the user name and number. A suggestion is to use the same name as the user but put EHDU after the last name. In the Service Details tab enter the COS and COR the EHDU will be using. Enter the External number that will be rung (in this example it is Tom s mobile). In the Access and Authentication tab enter a PIN and whether you want the EHDU user to have access to Desktop Admin. The user can change their own PIN either by dialling in to the system from an external number or by using the Desktop Admin tool

122 3300 MCD R5.0 System Administration Note To logout from the Desktop Admin tool you must use the I Want to Exit option Using the EHDU If you have set the COS option Permanent Login to NO then you must login the EHDU before calls can be routed to it. If you have set the COS option to YES there is no need to login, calls to the EDHU number (in our example it is 2468) from another extension will ring the external number programmed. When the EHDU is part of the PRG then a call to the PRG will ring the external number prg.doc

123 Personal Ring Groups & Dynamic Extension Calling into MCD from the EHDU device If you want to call someone in your office, change your external number or your PIN you must call into MCD on a dedicated number. This would be a DDI number; for example You will hear dial tone and be expected to login using your EHDU number (2468 in Tom s case) and the PIN. You can call into MCD from any external number but if you want to avoid having to login every time then you can set up your external number (in Tom s case this is his mobile ) as a trusted number. This means the MCD recognises the calling line ID of the mobile and returns dial tone so you can dial any number or use feature access codes to change your external number or your PIN. Trusting an EHDU external number The trust is setup in Trunk programming in the Trunk Attributes form. Each trunk programmed in your MCD uses a Trunk Service Number. In the example below the classroom 3300 is using Trunk Service number 2. Trusting is enabled in the Call Recognition Service option. You can view the EHDU devices that have been identified and that can be trusted in the Call Recognition Service form. This is located in Users and Devices Telephone Directory Management Caution You should not make any changes to the Trunk Attributes form without consulting your maintainer. Logging In and Out Log In 1. Dial the external hot desk access number. This would normally be a DDI number on your system. Dial tone is returned. 2. Enter your EHDU number. Dial tone is returned. 3. Enter your PIN followed by #. Internal dial tone is returned. You are now logged in

124 3300 MCD R5.0 System Administration Log Out 1. Dial the external hot desk access number. This would normally be a DDI number on your system. Dial tone is returned. 2. Enter your EHDU number. Dial tone is returned. 3. Enter your PIN followed by #. Dial tone is returned. 4. Enter the hot desk logout feature access code. Dial tone is returned. You are logged out. 5. Hang up. To change your external number 1. Log in. See Note below. 2. Enter the Hot Desk User External Number Store feature access code. Dial tone is returned. 3. Enter the new telephone number followed by the # key. Dial tone is returned. The number has been changed. 4. Hang up. To change your PIN: 1. Log in. See Note below. 2. Enter the User Pin Store feature access code. Dial tone is returned. 3. Enter your OLD pin followed by #. Dial tone is returned. 4. Enter your NEW pin followed by #. Dial tone is returned. 5. Enter your NEW again for confirmation followed by #. Dial tone is returned. The pin has been changed. 6. Hang up. Alternatively the user can use the Desktop Admin tool to change the PIN Note If you have the EHDU external number trusted then you do not need to login. Dial the external hot desk access number and you will get internal dial tone and can dial the feature access codes to change your number or the PIN prg.doc

125 Personal Ring Groups & Dynamic Extension Lab Personal Ring Groups and Dynamic Extension Lab 1 Create a Personal Ring Group (PRG) In this lab you will create a new Class of Service for 2401 to allow control of Presence, then a PRG for extension Step Task Expected Result/Observation 1 Create the new COS for 2401 Select System Properties System Feature Settings - Class of Service 1. Locate and then click to highlight COS 6 (the Manager s COS). Do not change this COS, instead click Copy. 2. In the COS number field enter 8 (COS 8 is currently not being used). 3. In the comment field enter Managers PRG. 4. Scroll down to the following options and set them as shown: Group Presence Control = Yes Group Presence Third Party Control = Yes Save the new COS 2 Create the Personal Ring Group for 2401 Select Users and Devices Group Programming Personal Ring Groups 1. Click Add. 2. Leave Number of records to add as 1 (create a single group). 3. In the Personal Ring Group field enter the extension number Leave the One Busy All Busy field as No 5. Save the changes. 6. Note the extension is automatically added as a member. The PRG will be tested later. Lab 2 Create an External Hot Desk User (EHDU) In this lab you will create an external hot desk user (EHDU) for 2401 to use. This would normally be associated with their mobile but in the classroom you ll use the external phone. Step Task Expected Result/Observation 1 Create the new COS for the EHDU Select System Properties System Feature Settings - Class of Service 1. Locate and then click to highlight COS 6 (the Manager s COS). Do not change this COS, instead click Copy. 2. In the COS number field enter 19 (COS 19 is currently not being used)

126 3300 MCD R5.0 System Administration 3. In the comment field enter EHDU 4. Scroll down to the following options and set them as shown: Hot Desk External User Answer Confirmation = Yes Hot Desk External User Permanent Login = Yes Group Presence Control = Yes Group Presence Third Party Control = Yes. 5. Save the new COS. 2 Create the EHDU Select Users and Devices User and Device Configuration. 1. Add a new Hot Desking User. 2. Following the information in the student manual add 2468 as an EHDU. 3. Use the newly created COS 19 and COR 6 (allows full external access). 4. Enter a PIN (write down what PIN you used). 5. Select Yes for External Hot Desk User licence. 6. You would normally link your EHDU to your mobile number but in the classroom you ll use the external phone. The number is on the phone on your workstation. If you are not sure of the number please ask your instructor. Remember to include the 9 in the prefix field. 7. Untick the boxes for Voic and Desktop Admin access the EHDU doesn t need these. 8. Save the new user. 3 Test the EHDU The COS option Hot Desk External User Permanent Login has been set to Yes so you don t need to log the user in. Note: If you had set this COS option to No then you would have to log the EHDU user in from the external number first. Dial 2468 and the external phone will ring. When you answer the call by lifting the external phone handset you are NOT connected because COS option Hot Desk External User Answer Confirmation = Yes. This option means you have to press any key on the keypad in order to connect to the caller. If you set the COS option to No then when you lift the handset (or answer on a mobile) you are immediately connected prg.doc

127 Personal Ring Groups & Dynamic Extension Lab 3 Create a Dynamic Extension After Lab 2 you just had a hot desk user who was logged in at the external number 2468 which rings the external number. In this lab you will add the EHDU to extension 2401 s Personal Ring Group to create a dynamic extension This means when you ring 2401 it will ring both that phone and the EHDU which means the external phone also rings. You will also program keys on the phone to control Presence and Handoff so you can have either the desk phone ringing, the external number ringing, both ringing or neither ringing and once on a call to handoff the call between the two devices. Step Task Expected Result/Observation 1 Add the EHDU to 2401 s PRG Select Users and Devices Group Programming Personal Ring Groups 1. Locate and click to highlight PRG Click Add member at the bottom of the form. 3. Add the EHDU number 2468 as a member. 4. Save the changes. 2 Program presence and handoff keys on extension 2401 User and Devices Advanced Configuration Multiline Set keys. Click to highlight 2401 and then click Change All Members in the Programmable Keys window (you ll program all the keys at the same time). First key Personal presence for Label Presc Line Type Personal Presence. 3. Button Directory Number Ring Type Blank. Second key Personal presence for 2468 (EHDU). 1. Label Presc Line Type Personal Presence. 3. Button Directory Number Ring Type Blank. Third key Handoff key. 1. Label Handoff. 2. Line Type Handoff. 3. Button Directory Number Blank. 4. Ring Type Blank. Save the keys

128 3300 MCD R5.0 System Administration Lab 4 Test Dynamic Extension Step Task Expected Result/Observation 1 Basic call functions of Dynamic Extension Ensure both the Presence keys are lit up. 1. Dial 2401 from one of the other phones on the workstation should ring and so should the external phone. 2. Answer the call from 2401 and the external phone will stop. 3. Repeat step 2 but this time answer it from the external phone. You will hear a beep in your ear reminding you to press any keypad key to accept the call (COS option Answer Confirmation = Yes). Do this and answer it. 4. Hang up. 5. Repeat step 1 and answer the call from the external phone. Keep the call established. 6. Now press the Handoff key on 2401 and the call is transferred from the external phone back to Press the Handoff key again and the call is transferred back to the external phone (which will start to ring). Answer the external phone and hang up Keep the call established. 7. On the external phone press 5 to handoff the call to Continue testing until you are comfortable with the feature. 2 Controlling Presence Ensure both the Presence keys are lit up. 1. Dial 2401 from another extension. Both 2401 and the external phone will ring. Hang up. 2. Press the key for Personal Group Presence of the EHDU The green LED will go out. 3. Repeat 1. This time only 2401 should ring. Hang up. 4. Now press the key again to make the EHDU 2468 present once more. 5. Press the key to make 2401 absent the green LED will go out. 6. Ring 2401 from another extension. This time only the external phone should ring. Hang up. 3 Changing the Answer Confirmation option Edit COS 19 and change External Hot Desk User Answer Confirmation to No. Make a call from one extension to 2401 and Note: The call is being made to an external number. If the caller to your PRG is not allowed to access such numbers normally the external number won t ring prg.doc

129 Personal Ring Groups & Dynamic Extension answer it on the external phone. You should be connected immediately to the caller without pressing a key. Lab 5 Optional. Changing the EHDU number and trusting the EHDU. These labs can be quite time consuming, if you have time please do them. To change the external number your EHDU rings you need to dial into your MCD system on a dedicated DDI number, login with your EHDU number and PIN and then change the phone number. To trust the EHDU external number (for example your mobile) so you don t have to login when you dial the dedicated external number you can set up a trust in the trunk forms which will recognise the Calling Line ID (CLI) of the external phone/mobile. Step Task Expected Result/Observation 1 Changing the external number remotely Ask your instructor for the external hot desk access number. Ask the students at your neighbouring workstation for the number of their external phone. 1. From your external phone dial the external hot desk access number and following the instructions in the student manual login your EHDU and change your external number to one of the other workstation external phones. You will need to know the Feature Access codes for changing the number. 2. Ring 2401 from another extension and it should ring as well as the new external phone. 2 Trusting the EHDU At the moment there is no trust setup for the external number the EHDU 2468 rings. If you call in from the external number you must first login. To trust the external phone number you must change the trunk forms. Select Trunks Trunk Attributes. 1. Highlight trunk attribute 2 and click Change. 2. Change the Call Recognition Service field to Trusted. 3. Save the changes. 4. Dial the external hot desk number and when you hear dial tone dial an internal phone number on your workstation. The phone should ring as you are trusted and not required to login

130 3300 MCD R5.0 System Administration Note that you should not make changes to this form on your own system without consulting your maintainer. Changes to this form can stop your external trunks from working. If you do this lab and change the Trunk Attributes form please make sure you REMOVE the trust feature afterwards so future labs will work. 3 Controlling Presence remotely make 2401 desk phone absent If you are away from the office and want to stop your desk phone ringing you can remotely turn presence off. Make sure both presence keys are lit up and 2401 and the external number are present. 1. From the external phone dial the external hot desk user number. If trust is set up you won t need to login. If it isn t you must login first. 2. Enter the Group Presence Leave Group Feature Access Code (#20) (no confirmation tone only silence). 3. Enter the Member number 2401 (no confirmation only silence). 4. Enter the Group number 2401 you will get dial tone confirming that 2401 is now absent. 5. Hang up. 6. Check the presence LED for 2401 on 2401 has gone out. 7. Repeat Enter the Group Presence Join Group FAC (*20) (no tone). 9. Enter the member number 2401 (no tone). 10. Enter the group number 2401 you will get confirmation dial tone that 2401 is now present. Check the LED for 2401 on 2401 has lit again. Note: You can remotely use the Third Party option to make any member of the PRG present or absent prg.doc

131 Speed Call 11 Objectives When you finish this module, you will understand What the speed call feature is used for How to program speed call

132 3300 MCD R5.0 System Administration 11-2 speedcall.doc

133 Speed Call Speed Call A Speed Call is a short number the user dials which is used by MCD to dial a longer number. MCD provides the user with 2 types of Speed Call access: System speed call numbers available to all users Personal speed call keys on multiline IP phones System Speed Calls System speed calls let users dial a short number in place of a longer one. All users have access to system speed call numbers. It is the administrator who defines the system speed call number entries. System speed calls are programmed in System Properties System Feature Settings System Speed Call The Speed Call number should be as short as possible to make it easy to remember and use. The examples above are for two national numbers. You could also enter speed call numbers for employee mobiles, numbers of other offices etc. Note the field Type is normally left to S/C (speed call). The option Int is only used when the MCD is part of a networked Cluster of multiple MCD s. System Speed Calls and Toll Restriction Each system speed call number may have Overrides Toll Control set to YES or NO. If it is set to NO, the system only allows the calling extension to make the speed call if it s COR allows it. If it is set to YES, the system does not look at the calling extension s COR. This allows a normally restricted phone to dial numbers it would not normally be able to. Other Uses of the System Speed Call form You should be careful when programming this form as it can be used as a look up table for DDI numbers where the incoming DDI number does not match your programmed extension number range. The installation engineer will have programmed a series of numbers in the form. Do not change these under any circumstance. Another entry you may find allows people to dial the emergency services quickly. Normally you would have to dial 9 for an outside line, then 999 for the service. In a panic someone may only dial 999 which won t connect. You can therefore have a Speed Call entry of 999 that dials out

134 3300 MCD R5.0 System Administration Personal Speed Call on a Multiline IP Set Any non-prime line key that is not currently programmed can be used for a personal speed call. Keys programmed this way are subject to any call barring on that phone. For example you cannot program a personal speed call to an international number if your COR forbids you dialling such numbers normally. Keys are programmed by pressing the Superkey and follow the prompts to Personal Keys, selecting the key you want and entering the number. You must prefix it with 9 if it is an external number (assumes 9 is your normal external access digit). You can make numbers private which stops anyone going to your phone and viewing them speedcall.doc

135 Speed Call Lab Speedcall Lab 1 System Speedcall In this lab you will create a system speed call to ring an external number Step Task Expected Result/Observation 1 System Properties System Feature Settings System Speed Call 1. Click Add. 2. Enter the Speed Call number as 800 (the number you dial) and the number of your external phone as the Actual number (remember to include the 9 for external calls). 3. Set Override Toll Control as Yes. 4. Save the changes. 2 Test the speed call by dialling 800 from any phone Lab 2 Personal Speedcall In this lab you will program a speed call key to a spare button Step Task Expected Result/Observation 1 1. At the phone, press the Superkey. 2. Navigate through the options until you get to Personal Keys. 3. Select a spare key. 4. Program the external phone number (including the 9). 5. Do not set it as Private. 2 Test the number works by pressing the key. 11-5

136 3300 MCD R5.0 System Administration 11-6 speedcall.doc

137 Call Rerouting 12 Objectives When you finish this module, you will understand What Call Rerouting is used for How to program Call Rerouting

138 3300 MCD R5.0 System Administration 12-2 call reroute.doc

139 Call Rerouting Call Rerouting Call Rerouting Provides Alternate Answer Points MCD provides users with effective ways to ensure their calls are answered. If a called set is busy or fails to answer, the system can reroute the call to an alternate set. If the alternate set is busy or fails to answer, the system can reroute the call to a second alternate set. Call Rerouting forms are in Call Routing Call Handling Rerouting vs. Forwarding There are two ways to control where calls reroute when they remain unanswered: Call Forwarding and Call Rerouting. Call Forwarding is programmed and activated at the telephone. Call Rerouting is programmed in the system database using programming forms. If someone call forwards their phone to another answer point, the forwarding they program overrides the equivalent rerouting programmed in the system database for their phone. Call Forwarding From their own telephones, users can specify which phone they wish incoming calls to go to. They can forward calls from external phones to one number and internal calls to another number. They can specify the numbers they forward to based on whether their phone is busy or whether it is unanswered. If they wish they can forward all calls to another number, regardless of the condition of their phone. Call Rerouting Extension users cannot control call rerouting from their extension. Call rerouting is programmed in the system database. This can ensure that even when the user has not forwarded their phone to an alternate answer point, calls to the set will follow the call rerouting path and be answered at the alternative answer points. In this module you will program Call Rerouting for extensions at your lab stations. Types of Call Rerouting Always Rerouting The MCD can reroute all calls to an alternate answer point. For instance, you may wish to reroute DDI calls arriving at a set (2000) to an alternate answer point (2402) after normal business hours. Always rerouting means that regardless of the condition of 2000 (Busy, DND, or No Answer), its calls ring immediately at What Calling Devices There are 4 device types that can call a set: DID Trunks (external trunks) TIE Trunks (private trunks between PBX s) CO Trunks (external trunks) 12-3

140 3300 MCD R5.0 System Administration Internal Sets You may select all, or any subset of these, to reroute always. You could reroute only CO trunks, or only internal sets, or you could reroute all trunk types and no internal sets, etc. The calling devices you want to reroute are selected in the Call Rerouting Always Alternative Assignment form. Give a value of Reroute to devices you wish to reroute, and a value of No Reroute to devices you do not wish to send to the alternate answer point. When Does it Reroute? There are 3 service modes in which the 3300 ICP operates: Day, Night 1, and Night 2. The Attendant can change the system s service mode from the console. Typically the Attendant puts it into Day service when business hours begin, and into Night 1 when business hours end. Some corporations may put their systems into Night 2 from late in the evening until morning, depending on their requirements. You can change rerouting for a set from Day, to Night 1, to Night 2. For example: you would likely want to reroute DID/DDI calls arriving at a set (2000) only during Night 1 and Night 2. During day service they should ring the set. You do this by assigning the Always Alternative Number only in the Night 1 and Night 2 column of the Call Rerouting Always Assignment form (see below). In this example calls to 2000 will always reroute to Extension 2402 during Night 1 and Night 2. During Day service, calls will ring First Alternative Rerouting First and Second Alternative Rerouting depend on the condition of the set receiving the call (the target set). You can independently reroute the 4 calling device types depending on whether the called set is busy or idle and failing to answer. Busy Target Set When the called set (2000) is busy (or Do Not Disturb) you might want trunk calls to reroute to an alternate phone (2400), but not the internal calls. This would allow internal callers to campon or send callback messages to 2000, while trunk calls are answered at Idle Target Set When 2000 is idle, you might want both trunk calls and internal calls to ring the idle set and then reroute to If 2000 fails to answer, the system presents the call to call reroute.doc

141 Call Rerouting Does Not Change Depending on Day/Night1/Night2 First and Second Alternative rerouting do not depend on the Day/Night1/Night2 operating mode of the system. (Remember that Always rerouting does.) When selecting a first or second alternative reroute you have NORMAL, THIS or LAST. NORMAL means there is no reroute. A call to a busy or no answer set will just get busy or no answer ringing. THIS reroute to the directory in the last column. If a second alternative has been programmed for the target set that will also be used depending on timers set. LAST ignore the directory number in the last column, reroute to the second alternative immediately. Second Alternative Rerouting If the 1st alternative set (2400) does not answer, you can reroute the call to a 2nd alternative, e.g., another extension or the operator. You can independently enable rerouting to the Second Alternative for each of the 4 calling device types. The following programming example reroutes all trunk calls, but not internal calls, to the second alternative (2410). 12-5

142 3300 MCD R5.0 System Administration Many Sets May Share the Alternative Answer Points Once we define the Always, 1st, and 2nd alternatives, we can apply them to other phones as well. Call Rerouting Timers When the target set and the first alternative are busy When the target set and the first alternative set are busy, the call reroutes immediately to the second alternative set. Timers are not required to limit the ringing duration since none of the sets ring. All are busy. When the target set and the alternative sets are ringing but not answered Timers control how long the call rings at each set before rerouting to the next alternative set. Call to target Target Set 2000 rings for 15 secs CFNA Timer in 2000 COS. This timer starts when call arrives at target set 2400 First Alt 2400 rings for 7 secs Call Reroute Timer in System Options. This timer starts when call arrives at target set. Value 22 secs 2800 Second Alt 2800 rings after 22 secs. Will continue to ring. Ringing duration at the TARGET SET The call rings at the target set for the duration of the Call Forward No Answer Timer. This timer is in 2000 s Class of Service. Its default value is 15 seconds. When the 15 seconds is up, the call stops ringing at 2000 and begins ringing the first alternative set Ringing duration at the FIRST ALTERNATIVE SET The call rings at 2400 until the Call Rerouting Timer (CRR) expires. Its default value is 22 seconds. The Call Rerouting Timer is in the System Options form. This timer starts at the same time as the Call Forward No Answer Timer when the call arrives at the target set. Therefore with default values, 2000 will ring for 15 seconds and 2400 (First Alt) for 7 seconds (22secs 15 secs). To make 2400 ring for a longer period increase the CRR timer. The Call Rerouting Timer is a single timer that all devices use, therefore if you change it all users First alternative phones will ring for this period. If you want to have an individual timer for the duration of the First alternative ringing timer you can use the Answer Plus System Reroute Timer (default is 0 seconds) in that users COS. Setting this timer to any value other than 0 will override the Call Rerouting Timer in the System Options form. This COS option is only available if you have ACD licences call reroute.doc

143 Call Rerouting Ringing duration at the Second Alternative Set If an Attendant Console or other station originally transferred a trunk call to the target set and if the final alternative fails to answer, the call returns to the Attendant Console or station that made the transfer. Before returning to the console or station, the call rings at the last alternative for the duration of the No Answer Recall Timer (NART). The NART is in the incoming trunk s Class of Service. Its default value is 17 seconds. It only applies to incoming trunk calls. If the call was internal then the Second Alternative device will continue to ring. Practical Example If a system has hot desk phones and voic then it would be normal to setup a Call Rerouting First alternative to the voic hunt group. This way a call to a normal DDI extension or hot desk user who is logged in would ring it and if no answer go to voic . If the extension was busy it too would go to voic . If the hot desk user was logged out their number is effectively out of service. This Call Rerouting ensures calls to their out of service number go straight to voic . Routing and Forwarding Users can activate Call Forwarding from their own telephones. User-activated Call Forwarding overrides the equivalent system controlled Call Rerouting. For example, if the system reroutes unanswered calls from 2001 to 2002 and the user of 2001 programs the phone to forward unanswered calls to 6000, the user-programmed value takes precedence. The general rule is: forwarding overrides the equivalent rerouting. 12-7

144 3300 MCD R5.0 System Administration Lab Call Rerouting Lab 1 Call Rerouting Always In this lab you will program a call reroute so that external calls to a phone (target) are rerouted to another phone all the time. Internal calls to the target phone will ring normally. Step Task Expected Result/Observation 1 Select Call Routing Call Handling Call Rerouting Always Alternatives 2 Program your system so that calls to extension 2400 are always rerouted to extension 2000 if the call originates externally in Day and N1/N2. Internal calls will ring Click on Call Rerouting Always Alternative. 2. Select a spare index number*, change DID/CO/TIE No reroute to Reroute, directory number routed to Save the changes. 4. Click on Call Rerouting. 5. Find ext 2400 and assign the index number you programmed in the Always alternative box for Day/N1 and N2. * never use 1 as all devices use this as a default. 4 Test by calling 2400 from an internal phone (don t use 2000). Does it ring? Now call 2400 from the external phone (your instructor will tell you which number to dial). The call should ring Did this happen? 5 Please clear the entry for ext 2400 in the Call Rerouting form so that it defaults back to 1 ready for the next lab. Lab 2 Call Rerouting First Alternative In this lab you will program a call reroute so that external calls to a phone (target) are rerouted to another phone if the target is busy or does not answer. Internal calls to the target phone will ring. Step Task Expected Result/Observation 1 Select Call Routing Call Handling Call Rerouting First Alternatives. 2 Program your system so that calls to extension 2400 are routed to 2000 when 2400 does not answer or is busy if the call is external. Internal calls will just ring Click on Call Rerouting First Alternative. 2. Select a spare index number*, change DID/CO/TIE No reroute to This for No Answer and Busy/DND, directory number routed to call reroute.doc

145 Call Rerouting 3. Save the changes. 4. Click on Call Rerouting. 5. Find ext 2400 and assign the index number you programmed in the First alternative box. * Never use 1 as all devices use this as a default. 4 Test by calling 2400 from an internal phone (don t use 2000). It will ring but not go to 2000, is this correct? Make a call to 2400 from another extension to make it busy. Make a call from the external phone (your instructor will tell you which number to dial) to The call should ring Did this happen? Lab 3 Call Rerouting Second Alternative In this lab you will program a call reroute so that external calls to a phone (target) are rerouted to another phone if the target is busy or does not answer. If this phone does not answer the call is routed to a second alternative answer point. Internal calls to the target phone will ring. Step Task Expected Result/Observation 1 Select Call Routing Call Handling Call Rerouting Second Alternatives Click on Call Rerouting Second Alternative. 2. Select the same index you used for First Alternative and change DID/CO/TIE No reroute to This for No Answer and Busy, directory number routed to Save the changes. 4. Click on Call Rerouting. 5. Find ext 2400 and assign the index number you programmed into the Second alternative box. * never use 1 as all devices use this as a default. 3 Make a call from the external phone to The default timers will apply should ring for 15 secs and then 2000 for 7 seconds and then Did this happen? Lab 4 Call Rerouting First Alternative for Voice Mail In this lab you will create a First Alternative Reroute to voice mail for the hot desk users when they are logged out (out of service) or anyone else who wants their calls to go to voice mail if they don t answer or are busy. Step Task Expected Result/Observation 1 Check that neither of your hot desk users are currently logged in. Use the maintenance command LOCATE HOT_DESK_USER ACTIVE or LOCATE HOT_DESK_USER ALL. You could also ring them (2450 and 2460) to see if they ring or are Out of Service. If they are logged 12-9

146 3300 MCD R5.0 System Administration in, log them both out. 2 Repeat Lab 2 and create another Call Reroute First Alternative index for Busy/No Answer for both external calls (DID/CO/TIE) and internal calls to 6000 (the voice mail access on your system). 3 In Call Rerouting apply this index to extensions 2450 and Test by calling 2450 (or 2460) from another phone and you should be prompted to leave a message as the call is rerouted to voice mail. Please note you won t hear a greeting as the mailbox has not been set up. 5 Finally, apply this index to all the phones on your workstation in Call Rerouting so they all reroute to voice mail on no answer or busy call reroute.doc

147 Database Backup 13 Objectives When you finish this module, you will understand Why a backup is required The different methods of backing up the database How to back up the database

148 3300 MCD R5.0 System Administration 13-2 backup.doc

149 Database Backup Database Backup The customer programmed database is held on the hard disk drive. In the event of a disk fault the database may be lost. It is important therefore the database is backed up when any changes have been made. Backing up the database simply means making a copy of it and transferring it from MCD onto a PC, a shared network drive or FTP server. A network drive is suggested as this in turn is probably backed up each night for extra security. Please note that while a backup is taking place you cannot do any programming but the system is still working and calls are not interrupted. Please check with your maintainer about backups as they may already have set this up for you. Manual Backup and Scheduled Backup You can do a manual on demand backup at any time or you can create an automatic schedule that backups the database at a set time, for example every day or every week. The frequency you do the backup depends on how much change is done to the database on a daily basis. Java Runtime Environment (JRE) When you do a manual backup you must have the JRE (sometimes referred to as the java plugin installed on the PC you are using to do the backup from and store the backup file on. You can download the latest version from Manual Backup Manual backups are done from Maintenance and Diagnostics Backup/Restore

150 3300 MCD R5.0 System Administration Note If the Browse button remains greyed out you don t have the Java JRE installed. 1. Node Selection: If your MCD is part of a network or cluster you may be able to back up all the systems at the same time. If it is a stand alone system the option All reachable nodes cannot be selected. 2. Location of the backup files(s): Choose to store the backup on the local hard drive of the PC you are programming from or an external FTP server. The FTP server has to be configured and ready (see later). Choose the location to store the file. If you are using an external FTP server this option is greyed out as the file is stored on the FTP server in the location you set it up on (see next paragraph). Otherwise browse to a location on the PC to store the file. 3. Backup files prefix: Give the backup a name. The default will be <prefix>_dbsave_<node name>_<release version>_<timestamp>.tar You can enter a prefix which is added to the front of the default filename. You can rename the whole file but DO NOT remove the.tar file extension. 4. Optional data to include: Decide whether to backup the Call History files and Voic messages. If you have the embedded voic system in use mailboxes and greetings are automatically backed up. You may choose to include the actual voic messages in user mailboxes. Be aware this will significantly increase the backup size and time it takes to do the backup. You may also backup the call history stored for each phone that is using it. Again this will increase the backup size. 5. When you are ready click the Start Backup button and the backup will begin. You will get a confirmation dialogue box on the screen during the backup and a confirmation message when it is finished. The file is transferred to the PC. Scheduled Backup Scheduled backups can only be done to an FTP server. You cannot schedule a backup to a local hard drive. You need to configure the FTP server first in the database and then from the backup options select it as the destination. In this example Windows FTP is being used on a server with the IP address of , the username and password to login are ftp and ftp and the path is left blank, meaning the backup will be transferred to the root directory of the FTP server C:\inetpub\ftproot backup.doc

151 Database Backup You can schedule a backup from either the manual backup screen or the Scheduler. With the Scheduler screen you get more options. Manual backup screen Scheduler Before creating a new schedule you can go through the calendar and set holiday times. Right click on any day for the options or use the calendar in the top right corner to navigate through days and months. Events you add display at the bottom of the screen. You may delete old events if you no longer need them. When an event runs, the status, either success or failure is shown. In the event of failure (as shown in this screen shot) you should use the maintenance logs for more information (see later). 13-5

152 3300 MCD R5.0 System Administration To add a scheduled backup event Click the Add button and select the event activity and parameters for a backup. Submit the event and it will appear in the list at the bottom of the screen. Scheduled event failures If an event fails it may show more information in the status field. If not you need to view the maintenance logs. In the example screen shot on the previous page the backup failed. Looking at Logs All Maintenance and Software logs we see this: The backup failed due to mandatory FTP parameters missing; IP address or username or password. The second log down gives more information. In this case the FTP server had not been configured in the database so the backup could not run. The logs show a huge amount of information so you can search them for specific information backup.doc

153 Database Backup Lab Backup the database Lab 1 on demand backup In this lab you ll do a manual backup to the workstation PC Step Task Expected Result/Observation 1 First check your PC has the Java plug in installed. Go to Start Control Panel Add Remove Programs and check that Java(TM) is installed. If it isn t or you are not sure how to check ask your IT help desk. In the classroom the instructor will help you. 2 Select Maintenance and Diagnostics Backup. 3 When the Browse button becomes active, click it and find a location to store the file on the PC (in the classroom you can put it on the desktop). Leave the boxes for Voic and Call History unticked. Start the Backup. 4 When it has finished check for the file on the desktop. Lab 2 Optional if time permits - Scheduled backup In this lab you ll create a schedule to back up the database everyday Step Task 1 Select Maintenance and Diagnostics External FTP Server. 2 Add the FTP server into the database. This will be one of the PC s on your workstation. They both have Windows FTP server running. IP Address: - Whatever the PC IP address is Username and Password both ftp Path blank (it will put the file in C:\inetpub\ftproot). 3 Select Maintenance and Diagnostics Scheduler. 4 Click Add and create a new Event Parameter Title: Daily Backup Start Date: Todays date Time: For 5 minutes ahead (so you can check the backup has completed) Repeats: Daily In Activity Parameters select Backup and Submit the scheduled event. It will appear in the Event Details list below. 5 Check the Event Details to see if the event has run or not and if there is a problem look at the logs. Expected Result/Observation 13-7

154 3300 MCD R5.0 System Administration 13-8 backup.doc

155 Form Printing and Export 14 Objectives When you finish this module, you will understand How to print a copy of any ESM form How to export any ESM form as a file

156 3300 MCD R5.0 System Administration 14-2 formprint.doc

157 Form Printing and Export Form Printing Any form you have on screen in ESM can be printed to a printer. In the example the Telephone Directory is opened. Click the Print and a dialogue box opens asking which records you want to print. You can print a selected entry, the whole page on screen, or the entire contents of the form. In this example we will print All records. You can select Preview to view the results before sending the job to your printer. 14-3

158 3300 MCD R5.0 System Administration Form Export Instead of printing a form you may select the Export option. You can export the form either as a Comma Delimited (CSV) file or as text. Spread sheet programs such as Microsoft Excel will import a CSV file and enable you to edit the text as required. When you click on the Export button you will be prompted where to save the file. Microsoft Windows (XP SP2, Vista and 7) may show an Active X security warning when you try and export the file as a.csv. Rather than change Internet Explorer security settings you can hold down the Control key to temporarily bypass the warning. The key should be held down from when you click Export through to the final dialogue box formprint.doc

159 Group Administration Tool 15 Objectives When you finish this module, you will understand What the Group Admin tool is used for How to use the tool to make database changes

160 3300 MCD R5.0 System Administration 15-2 groupadmin.doc

161 Group Administration Tool Group Administration Tool Introduction Use the Group Administration tool to: set the system time and date manage system speed calls create user guides manage extensions manage hunt and pickup groups Many of the tasks you have done using the System Admin Tool can also be done using the Group Admin Tool. Logging In to the Group Administration Tool Connect to the 3300 as normal and select the option Group Admin Tool at the login screen. From this page you can set the system Time and Date or choose another function from the list. To exit you must use the I want to. option. Do not close the window. The system allows FIVE concurrent Group Administration sessions. Use the EXIT menu option so that the system knows that you are finished with the session and can free up the session and make it available to the next user. 15-3

162 3300 MCD R5.0 System Administration System Speed Calls From this page you can manage the system speed call number list. Note the help information provided within the page. Manage Extensions Use this page to add a new extension, edit existing extension settings, or delete an extension. In this example extension 2401, Tom Gray is being edited groupadmin.doc

163 Group Administration Tool Set up Edit Desktop Allows the Group Administrator to access the desktop tool for that extension and program keys and features as required. You can also setup Call Forwarding for the extension. Modify Voice Mailbox Settings Allows changes to the mailbox for that user to be made. 15-5

164 3300 MCD R5.0 System Administration Lab Using the Group Admin Tool Lab 1 Create a system speed call Step Task Expected Result/Observation 1 Log in to the System but select Group Administration. 2 From the I Want to. Drop down select Manage System Speed Calls. 3 Create a new system speed call number 801 to call Test it works from a phone by dialling 801. Lab 2 Change an extension Class of Service Step Task Expected Result/Observation 1 Log in to the System but select Group Administration. 2 From the I Want to. Drop down select Manage Extensions. Click on Edit ext. Enter extension number 2000 and change the COS to either 2 or 6. 3 If time permits explore the other options of the Group Admin tool groupadmin.doc

165 Embedded Voice Mail (EVM) 16 Objectives When you finish this module, you will understand The features of the EVM How to create/edit/delete user mailboxes

166 3300 MCD R5.0 System Administration 16-2 voice mail.doc

167 Embedded Voice Mail (EVM) Embedded Voice Mail (EVM) Introduction MCD has its own embedded voice mail system, up to 30 logical ports support up to 750 mail boxes. Your installer/maintainer should already have set up the necessary voice mail ports and a hunt group to access the voice mail system under the System Settings menu. The only option in here you may wish to edit is the voice mail VM Business Hours. This determines when the Open (day) or Closed (night) greeting is played with the auto attendant feature. The EVM provides the system with many features including: Voice mail distribution lists Message only mailboxes (information mailboxes) Multi-level Auto-Attendant Forward Voice mail messages to Recorded Announcement device ports Record a Call Personal Contacts Network multiple MCD voice mail systems A caller who ends up in a mailbox may record a message for that person who then retrieves it and either deletes it, responds to it or saves it. You may also create messages for other users from within your own mailbox. There is a Telephone User Interface (TUI) for control and navigation of your mailbox as well as a Graphical User Interface (GUI) for management of EVM, mailboxes and the Auto-Attendant functions. Managing Voice Mailboxes Introduction Mailboxes can be added, deleted or modified as required. This is done through the System Administration Tool. Some of the functions can also be accessed through the Telephone User Interface of the Administrator s mailbox. The programmable values for the mailboxes include: Mailbox Number Name Extension Number 16-3

168 3300 MCD R5.0 System Administration Passcode Operator Extension Mailbox type Prompt Language Number of New Messages Number of Saved Messages Max Number Messages Messages Life (days) Message Envelope Notification Type Notification Schedule User Access Notification Number Administrator and Attendant mailboxes Two mailboxes are created during installation, the operator 0 for callers who press 0 during the auto attendant greeting. This mailbox routes calls to the number 0 if your operator position is not 0 then you need to change this number in mailbox 0 to that of your operator. It is the Extension field in the mailbox. The other mailbox is the Administrator This is used to manage users and record system greetings. If you created telephone users with the Users and Devices form a mailbox for the user can be automatically created if you select the option to do so. This saves considerable time because you do not have to enter user information into a mailbox again. If you did not create the mailbox when you added the user (or imported them) you can edit each user in Users and Devices and add the mailbox there. It transfers all the user information into the new mailbox. Administrator Mailbox The Admin mailbox is 9999 or 999 depending on whether your system is set for 4 or 3 digit extension number. The Admin mailbox has 3 login passcodes, one for Manager, one for Admin and one for Technician. Each gives you different functions. All 3 levels of access give you the same initial prompt when you login to the Admin mailbox, To begin a new installation and erase the current one, press 1. The actual function to do this is DISABLED in Manager access but enabled in Admin and Technician. For this reason you should ONLY use the MANAGER access to the Admin mailbox. If you do follow the prompt to begin a new installation you WILL delete ALL the mailboxes! 16-4 voice mail.doc

169 Embedded Voice Mail (EVM) Manager: You can edit mailboxes (change passcodes etc), create lists and record greetings. Admin: The same as the manager but you do have the option to begin a new installation. Technician: As Admin but you can also reset all the Admin mailbox passcodes. To login to this mailbox it MUST have a passcode set. Your maintainer may already have done this for you but you can reset the passcode if required. This is done in Voice Mail System Settings VM Options Toll fraud This is when someone uses your MCD system to make external calls at your expense is a serious matter and ensuring your system is protected is very important. One way to make fraudulent calls is to set up an extension with a mailbox that has the Personal Contact Numbers option set. This is normally for users to allow callers to reach their mobile or other external number. It can be setup to allow a fraudulent user to do the same thing. Protecting the Administrator mailbox with a suitable secure passcode is therefore very important. The option, Enable TUI edit, delete of mailboxes must be True if you want to manage mailboxes through the Admin mailbox. The Admin mailbox can also create distribution list, record names of dist lists, record system prompts and greetings and set business hours. 16-5

170 3300 MCD R5.0 System Administration Creating/editing/deleting user mailboxes You can manage user mailboxes either from the User and Devices menu for an individual user or the Voice Mail menu VM Mailboxes. The example below is from the User and Devices menu Voice Mail tab. Tick this box to automatically create the mailbox for this user Mailbox number, name, passcode (1111 default) and extension. The message light on this extension will come on when a message arrives Prompt Language. Mailboxes can be run in different languages to the main system language Operator Extension. Personal operator. If a caller dials 0 during your greeting they are transferred to this number Message Notification. A number can be rung to tell you a message has arrived. User Access allows you to control the schedule through the TUI Messages. How many messages can be kept in the mailbox and for how long Forward to . Allows voice messages to be sent to your address as an attachment. Allows you to control how this works. Visual Voice mail. For the 5330, 5340 and 5360 IP phone to display and control message information on the screen voice mail.doc

171 Embedded Voice Mail (EVM) Using Voice Mail Introduction To access your mailbox dial the voice mail hunt group number from your phone. You will automatically be taken to your mailbox as the system recognises your extension number. If you call the voice mail from another person s phone and want to access your mailbox then press * when you hear the request for the other persons passcode. You will be taken to the voice mail main greeting and can enter your mailbox number and passcode. Before you can use your mailbox you must record a name and greeting and enter a passcode. New mailbox users are given a tutorial to quickly help them set the mailbox up. Once configured you can change the name, greeting or passcode whenever you wish. It is recommended you periodically change your mailbox passcode to avoid unauthorised access. Callers to your phone who are routed into your mailbox will leave a message for you and the message light will light up on your phone. To respond to the message either press the message key and follow the prompts or dial the voice mail hunt group number. You can also login to your mailbox and record messages for other users. Forward calls to Voice mail If you are busy on the phone or away from your desk you can have MCD forward your calls to your voice mailbox. Using your telephone user guide you can set up call forwarding to the voice mail hunt group pilot number. Call rerouting should be set up to forward everyone s phone to the voice mail system on busy or no answer. This ensures all calls get an answer. The phone user can if they wish program call forward which will override the call reroute. Managing Distribution Lists The Distribution List feature allows the user to send or forward a message to a group of people. The administrator and the user can create distribution lists, add members, delete members, or change members in the list. There are two types of distribution lists: personal lists and global lists: Personal lists are set up by individual users for their own use. Users can create up to 10 personal lists numbered from 050 to 059. Global lists are for use by all users and are set up using the Distributions List Form. Only the system administrator can set up or change the global lists. Up to 49 global lists ( ) can be created. A fiftieth list (000) is already set up to broadcast messages to every local mailbox. Creating a Personal Distribution List Users may create their own distribution lists using list numbers 050 to 059. Login to your mailbox and select 7 from the Main Menu. 16-7

172 3300 MCD R5.0 System Administration When prompted for the distribution list number, you must enter a 3 digit number to represent one of the lists 050 to 059. Creating a Global Distribution List Distribution lists 001 to 049 are reserved for global distribution lists, controlled by the administrator. To set up global distribution lists from the administrator's mailbox: Dial the voice mail hunt group number from your phone. If you are prompted for YOUR passcode press * to get to the main greeting. Enter the Administrator mailbox number 9999 when prompted for a mailbox number. Enter the Administrator mailbox Manager passcode. Press 7 for Distribution Lists and follow the instructions. Managing the Auto Attendant The Auto Attendant replaces a "live" operator and directs external callers to the appropriate extensions or voice mailboxes. There are several things that need to done to set up for the Auto Attendant. These include: Enable the auto attendant This is in the Voice Mail menu System Settings VM Options. Set the Auto Attendant Transfer Allow Transfer to Any Number to True Company Business Hours Greetings Based on Night Mode of MCD or a set day/time Company Greetings Primary Greeting Up to Seven Alternate Greetings Which greetings are used for each Port Your installer/maintainer may already have set this up for you. System Greetings Each port can have one of 8 greetings assigned to it. By default on installation they are all the same and play the same greetings. Each port is assigned the Primary Set 1. You may re-record this greeting or record one of the Alternate Sets and apply that to the ports voice mail.doc

173 Embedded Voice Mail (EVM) Recording Greetings You may upload a suitable greeting to the relevant greeting set with the System Audio Files Update form. Please read the help for the correct file size and type. You can also record greetings in the Administrator mailbox. 16-9

174 3300 MCD R5.0 System Administration If you record over the default Primary or Alternate greetings you CANNOT set it back to default. Before you change any Voice Mail port greetings please contact your maintainer as they may already have set this up for you and changes you make could stop the auto attendant from operating correctly. Multi-Level Auto Attendant (MLAA) The Multi-Level Auto Attendant (MLAA) feature allows the Voice Mail Auto Attendant to interact with the caller by offering multiple levels of menu choices. Each menu level offers a choice of prompts to play. Each choice can provide an information message, transfer the call to another mailbox, extension or sub-menu. When you configure MLAA you program the single digit mailbox numbers to set up the initial level of the menu hierarchy. The system greeting is then recorded to tell callers what digits to press to reach their destination. The Menu Node mailbox type provides for a sub-menu. You can program multi-digit mailboxes to add more levels of choices. Each Sub-menu accessed through a Menu Node mailbox can have 9 single-digit choices, routing callers to appropriate mailbox types; Menu Node, Information, Transfer Only, Extension. There are 10 such sub-levels that you can program. Each mailbox used must have its greeting recorded as required. This is played to callers as they work their way through the levels. An example of multi level auto attendant is below. Please note that programming this is outside the scope of this Administrator course voice mail.doc

175 1 Main Greeting: Welcome to Nuts & Bolts limited, the number 1 company for holding things together. If you know the extension number please dial it. For Sales press 1 for Support press 2. Thank you 2 Embedded Voice Mail (EVM) Mailbox 1 Menu Node Sales Department. If you are a new customer please press 1, if you have an account with us press 2. Thank you. Ring Group Call Centre Path 5200 Accounts Agents will handle the call Mailbox 2 - Transfer Support Department. Please wait your call will be answered shortly. Call Centre Path 5100 Support Agents will handle the call Record-a-call Record a Call allows extension users to record both ends of a two-party external call conversation in progress at their phone. The recorded conversation is stored in the users' voice mailbox. You have the option of using the ports that store voice mail messages for Record a Call, or you can set up ports exclusively for recorded messages. To use Record A Call, a user must have a mailbox on the same MCD system as their telephone. It does not work with centralised voice mail systems. Programming Edit the extension COS with the following options as required: Record-a-Call Active: Yes enables the Record-a-Call feature Record-a-Call - Start Recording Automatically: Starts recording in the called party's mailbox if enabled. Disabled the user must manually start recording. Record-a-Call - Save Recording On Hang-up: if set to No - the recorded call will NOT be saved unless the user press the "Save" button prior to hang up. Program a Record a Call feature key on the extensions. The Record A Call key will set up a conference between the called and calling parties and a voice mail port (if available) from the hunt group programmed as Recorder. You can use a softkey or feature key to start recording the conversation. As with other feature key types, the Record a Call feature keys can be set through the Desktop and Group Administration tools

176 3300 MCD R5.0 System Administration When the recording is started, on a display phone you will see the softkeys "pause", "save", and "erase" if the COS options have been programmed. Create a Hunt Group Set the hunt group type as Recorder and a pilot number that doesn t conflict with any other number. Enter the number of voice mail ports in it. You can share voice mail ports between the mail voice mail system and Record a Call. Conditions You can have 12 concurrent Record a Call sessions in progress. No tones will be given to either party to indicate that the call is being recorded. Record a Call can only be initiated on two-party calls that include a trunk. Each Record A Call session requires 3 conference resources of the available 64. Record A Call is supported on most IP phone types (check the help for a detailed list) Unlike regular voice mail sessions, Record A Call sessions do not time out after five minutes. However, 60 seconds of silence in the conversation will cause automatic termination of the Record A Call session. If you started a recording on handsfree mode, even if far end hangs up the call, the recording is still going on until you manually hang-up. During recording, when the party who initiated the recording puts the call hardhold/softhold, the recorded call will be saved. If held call is retrieved, you need to re-activate "recording" if you need to record i.e. you will have more than one msg. Record A Call recordings DO NOT activate the Message Waiting Indicator. Although, whenever the user accesses the mailbox, the Voice Mail prompts, "You have 'N' new voice mail.doc

177 Embedded Voice Mail (EVM) message, 'N' saved messages and 'N' recorded conversations." The recorded conversations is stored in order of arrival and interspersed with any new/saved messages. Record a Call messages can be forwarded using the Forward Voice Mail to feature. Use of Record a Call can significantly increase the volume of messages stored on the hard disk. This may cause a warning alarm indicating the voice mail system is getting full and messages should be deleted. This is the responsibility of the users. If you do a system backup and choose to backup the voice mail it can significantly increase the backup time. Disclaimer Record a Call should only be used in conjunction with the laws of the jurisdiction where the call is placed from and/or the laws of the jurisdiction of the place being called. Mitel Networks is not liable for misuse of this feature in a manner that does not conform with the applicable law; for example: laws involving wiretapping, eavesdropping, electronic surveillance, call recording etc. Dealers should warn the customer in writing that they are responsible to use this feature in accordance with the law and that in many jurisdictions both parties must be made aware that the call is being recorded in order to comply. Admin Mailbox Menu Lists These menu items are the TUI prompts available to the System Administrator 16-13

178 3300 MCD R5.0 System Administration Lab Voice Mail Lab 1 Managing voice mailboxes In this lab you will login to your personal mailbox and following the tutorial set up the various options. Step Task Expected Result/Observation 1 Using two of the telephones on the workstation dial the voice mail hunt group (6000) and follow the tutorial to set up both mailboxes. Set up the personal contact number to the external phone on your workstation. Remember to put a 9 in front of the number. Hang up when done. 2 From an earlier lab on Call Rerouting calls to your phone will reroute to the voice mail box if you are busy or do not answer. 1. Ring your partners phone from yours and when it goes into their mailbox leave a message. Do this on both phones so you both have messages. 2. Your message light will now be flashing. Dial the voice mail hunt group 6000 and listen to the message. Follow the prompts to answer it. 3. Finally, dial into your voice mail and listen to and delete all your messages, your message light should now go out. 3 Accessing your mailbox from another phone If you dial into the voice mail system from your partners phone you will go into their mailbox and be prompted for their passcode. 1. Press * and you hear the main greeting. 2. Enter your mailbox number and passcode to login to your mailbox. 4 Try sending further messages and handling them until you are comfortable with the operation. 5 Login to your mailbox and re-record your greeting to be specific for today and save it. Press 8 for user options to get to the greeting. Call your phone from another phone and listen to your new greeting voice mail.doc

179 Embedded Voice Mail (EVM) Lab 2 Resetting a mailbox passcode from ESM In this lab you will reset the passcode for a user who has forgotten theirs Step Task Expected Result/Observation 1 You can reset a mailbox passcode either from the user form in Users and Devices or the Voice Mail VM Mailbox form Select the mailbox for one of your phones. 2. Enter a new passcode and save. 3. Dial into voice mail from the user extension and check the new passcode works. Lab 3 Changing a user s settings. In this lab you ll change a user s settings so they have a personal operator. Step Task Expected Result/Observation 1 1. Select your mailbox and click Change 2. in the Operator field enter the number of one of the analogue telephones. 3. Save the changes. This number is now your personal operator. 2 To test, ring your phone from another phone and when the call goes to voice mail and you hear your greeting, press 0 and the call is transferred. Lab 4 Setting up a System distribution list In this lab you ll create a system distribution list that anyone can use. Step Task Expected Result/Observation 1 Select Voice mail VM Distribution Lists 2 1. Click Add. 2. enter number Name Trainers. 4. click Add Member. 5. enter 3 of the user mailbox numbers (including the two you are working with). 3 To test the distribution list works, from your mailbox, select make a message (option 6) enter 001, record a message. A message should have been left in all mailboxes entered

180 3300 MCD R5.0 System Administration voice mail.doc

181 Fault Finding 17 Objectives When you finish this module, you will understand The alarm system on MCD How to enter maintenance commands How to gather information from maintenance logs

182 3300 MCD R5.0 System Administration 17-2 faultfinding.doc

183 Fault Finding Fault Finding Fault Finding Indicators The 3300 Controller has a number of LED's and maintenance aids to help you locate a fault. Indicator LED's The Controller, Digital Trunk Modules and ASU's all have indicator LED's to help you find out where a problem is. It is helpful to know where these are if your maintainer asks you for more information about a problem. An MCD virtual system will not have these LED s. Controller Alarm LED Minor Alarm - LED on orange - a fault has occurred that is not serious. Possibly loss of a single circuit. Major Alarm - LED flashing orange - a fault has occurred that is potentially serious. Critical Alarm - LED on red - serious fault that is has probably stopped call processing. Alarm Indicators The alarm level is indicated on the ESM screen and on operator consoles. You may also have the alarm state (alarm on or alarm cleared) generate an message to your maintainer or other person (up to 10 addresses may be specified). This is a licenced feature and may not be available on your system. 17-3

184 3300 MCD R5.0 System Administration Maintenance Commands and Alarms You should investigate an alarm condition to get information that you can pass to your maintenance engineer. This may help them to resolve the problem prior to a site visit. With a 3300 that has digital trunks and analogue devices you need to understand how the Physical Location ID works to interpret alarms better. Alarm Details In the Maintenance and Diagnostics screen you can get information about the current alarm state. Alarm Details - shows the category (or categories) which have a fault. In the example below there are two categories showing alarms, NETSYNC source and Trunks. In this case the digital trunk connection to the service provider has failed causing a trunk fault and also a synchronisation (clock) fault. Use the help for more information on categories. Maintenance Commands You can also type in specific maintenance commands to find the status of a fault or circuit. Click on Maintenance Commands/All to open the dialogue box. In here you type in the command and the type ahead and auto complete feature will offer you prompts as to the command you want. You also have a favourites list to store the most useful or common commands. There is also a history list to quickly find a recently used command/ The online help gives a list of these commands but the most useful for fault finding are: SHOW FAULTS ALARMS - to show the specific circuit and its physical location ID. As you type this command in the Auto Complete will show you a list of matching commands and you can select the one you want. Then click the Submit button. The response appears in the window below. In the example below there is a problem with Trunks on the Universal E1 at PLID and a NETSYNC source problem faultfinding.doc

185 Fault Finding To get more information about the problem use the State PLID command. The PLID of the faulty circuit is shown from the command above in the example it is and the command is entered as State (note a space is needed between each number). STATE In this example the E1 trunks show as Not Seizable. There is a problem with the main trunk connection (Euro ISDN Primary Rate or PRI) trunks connecting your 3300 to the public telephone network. You would give this information to your maintainer. Finding Information - Locate Command The locate command is explained in Module 4 Telephone programming. Hard Disk Drive Fault Finding Fault Indications 17-5

186 3300 MCD R5.0 System Administration There are no fault indicators directly available to tell you there is a disk fault. The most likely symptom will be the Controller failing to start up. This will be indicated by the IP Phones not booting up and you won't be able to log in to the Controller. If you suspect a disk fault you should immediately contact your Maintenance engineer. Audit Logs, Maintenance and Software logs As a system administrator it is not expected that you will be able to interpret these logs as they are meant for maintainers and Mitel support. However there is much information in them that may help your maintainer when you report a fault. Knowing where to get the information can be helpful. Audit Trail logs This is a very important log as it shows who has logged into your system, where from and EXACTLY what they did whilst in there; programming and maintenance commands. Logs read from the latest at the top back in time. In the example above the logs show activity by a user chris from IP address The line shown (log ID68) shows the VM Options were changed. Below is exactly what was done. In this case the 3 passcodes for the Admin mailbox were changed. The Audit Trail log is 5000 entries long and will overwrite once full. You can use the Scheduler to create a schedule to automatically archive the log. The activity is File Transfer Audit Trail Logs Maintenance and Software Logs In these logs are recorded the events that happen on your system. For example, faults, database backups and simple things like someone unplugging a phone faultfinding.doc

187 Fault Finding Lab Fault Finding Lab 1 - Simulate a fault and interrogate the system In this lab you will simulate a fault to look at and find out how to read it Step Task Expected Result/Observation 1 Select Maintenance and Diagnostics Maintenance Commands 2 Enter the following command to take out of service one of your analogue phones: BUSY This is the PLID of the phone. Check in the top of the screen for a change to the alarm state. Please note if there is already an alarm then it may not change. 3 In the Maintenance and Diagnostics menu go to Alarm Details and view the alarm. In the example below there is an alarm on Lines (extensions) and on Trunks. 4 Select Maintenance and Diagnostics Maintenance Commands 5 Enter the following command to get more information: SHOW FAULTS ALARM The system will respond and give you the location of the problems. Your maintainer will need this information so you should either write it down or copy the text to a file. The text in the command response area can be copied and sent to your maintainer if required. 17-7

188 3300 MCD R5.0 System Administration 6 Enter the following command to show the state of the circuit: STATE The system will respond with the status of the circuit (in this case Manbusy manually busied out). 7 Finally clear the fault on the analogue phone by entering the maintenance command: RTS Return to Service this returns the circuit to an idle state. Lab 2 Reading the Audit Trail logs In this lab you look at the maintenance logs Step Task Expected Result/Observation 1 Select Maintenance and Diagnostics Logs Audit Trail Logs. 2 Scroll through the logs and observe that all the things you did during the previous lab are recorded. Scroll back to your last period of programming and observe every detail is also recorded. Lab 3 Reading the maintenance logs In this lab you look at the maintenance logs Step Task Expected Result/Observation 1 Select Maintenance and Diagnostics Logs Maintenance All Maintenance Logs 2 Scroll through the logs and observe the actions you took in the lab on busying out a phone are shown 17-8 faultfinding.doc

189 Appendix A Clustering A Objectives When you finish this Appendix, you will have a better understanding of What clustering is and what it does

190 3300 MCD R5.0 System Administration A- 2 appendix a.doc

191 Appendix A - Clustering Clustering Clustering is the term used to describe a network of multiple MCD systems (3300 and/or MICD referred to as cluster elements) that are programmed to appear as one large system. It is used when the required capacity of phones at a site exceeds the capacity of an individual MCD. Clustering allows features to work across the network to provide a seamless MCD system. Each MCD in a cluster has its own users programmed in the database but a reference to all the other users programmed on the other cluster elements. This ensures when you dial a number your MCD knows where the other party is located and can correctly route the call. Clustering is transparent to the users; they just use their phones as normal no matter where on the network they are. Resiliency Resiliency is a feature that ensures your phone continues to work in the event the MCD you are programmed on fails for any reason. During programming your phone is given a Home Element and a Secondary Element it has two MCDs it is registered with. In the event the Home element fails the phone automatically registers with the Secondary element. There is an interruption to service for about 10 to 15 seconds while this happens. If you happen to be on a call when the MCD fails your call will be maintained and the fail over to the other MCD will take place when you hang up the call. Enterprise Manager Enterprise Manager is a network management package that allows you to see a visual representation of your network, including 3300 s, MICD, Mitel application servers and network switches and routers. It allows you to quickly login into the devices and also to manage alarms that occur including sending out notifications when problems happen. OPS Manager OPS Manager is an application to create and manage a cluster. It has been superceded now by MCD clustering directly on the 3300/MICD systems. OPS Manager and MCD clustering are not compatible, you must manage your cluster with one or the other though you can easily upgrade from OPS Manager to an MCD cluster. Creating and Managing a Cluster Prior to the release of MCD 4.0 software the only way to create a cluster of MCD systems was to use Enterprise Manager and OPS Manager. With MCD 4.0 clustering and cluster management can be done with MCD you do not need OPS Manager (but may still use Enterprise Manager if you wish). With MCD 4.1 software and later you can only use MCD to cluster the network, OPS manager clustering is no longer supported. It is very important to understand whether you are part of a cluster and whether MCD or OPS Manager is managing it. A- 3

192 3300 MCD R5.0 System Administration OPS Manager Cluster If OPS Manager is managing the cluster then the individual forms in the MCD for adding and modifying or deleting users should NOT BE USED. These are the User Configuration form, Multiline Set Assignment form, Analogue Set Assignment form and Telephone Directory. OPS Manager programs these forms automatically from the tasks you carry out using the OPS Manager Moves, Adds and Changes form. If you do make a change to the Telephone Directory then OPS Manager will be aware of the change and should be able to collect the change and ensure it is synchronised with the other MCDs in your network or cluster. MCD Cluster If your systems are in an MCD cluster and OPS Manager is NOT being used, then you program your users on each 3300 as normal using the various forms. A feature of MCD called System Data Synchronisation (SDS) ensures the form information is updated on all the other elements in the cluster. Checking How Your Cluster is Managed If you are not using MCD 4.x software and your MCD is part of a cluster it will be managed by OPS Manager. If you are using MCD 4.0 you can check by looking in the System Data Synchronisation form Shared Forms Configuration. If it displays Migrate to Common Data Distribution this means your cluster is being managed by OPS Manager. The option is to Migrate to a cluster using Common Data Distribution or an MCD cluster. In this screen shot the 3300 is using Common Data Distribution which is an MCD managed cluster. MCD 4.2 onwards can ONLY be an MCD cluster. A- 4 appendix a.doc

193 Appendix A - Clustering MCD Managed Cluster Administration Groups If your MCD is part of a network and/or cluster it will also be part of an Administration Group. This introduces a new feature from MCD 4.0 called Reach Through. In the top right corner of the programming screen is a box, Show form on. This lets you login into one MCD on the network and open up a form. You can then view the same form on the other MCDs by simply selecting them from the drop down box and clicking the Go button. The form from the other MCD will open up. If you select a different form you will automatically be connected back to your login MCD. If you wish to stay on the other MCD then when you select it from the drop down box and click Go also click the down arrow and that will lock your session until you click the arrow again to unlock it. If you try to use Application Reach through and get an error message you need to add the MCD IP address to your browser Trusted Sites. A- 5

194 3300 MCD R5.0 System Administration A- 6 appendix a.doc

195 Appendix B IP and SIP B Objectives When you finish this Appendix, you will have a better understanding of How the IP phones and DHCP work on your network How SIP is supported on MCD How to program a SIP softphone

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197 Appendix B IP and SIP Introduction This Appendix gives details of how IP and SIP phones and SIP trunks work on the Local Area Network and what the Network Administrator needs to do. It is not part of the System Administration Course but provided for information purposes only. How the IP Phones Work All IP phones have a Network Interface Card (NIC) which has a MAC address. The phones use DHCP to obtain an IP address and network information. The NIC needs power. You may also set an IP phone with static values if required. Power All IP phones need to be powered. This is normally done using an 802.3af compliant power over Ethernet layer 2 switch. Alternatively you can purchase a plug top power supply with a moulded UK (or European 2 pin) plug on it. The LAN cable from the network socket is plugged into the power supply LAN connection and a cable from the power out connection taken to the IP phone. IP Phone Boot Sequence When you plug an IP phone into a network socket the following happens: 1. The phone sends out a DHCP request and waits for a response. 2. The IP address offer is checked for the correct options 3. The phone reads the values of the options included with the address offer as follows: Vendor ID string. If this is missing (or wrong) the IP address offer is rejected and another request sent out. The phone displays the progress of this. TFTP server IP address. The phone connects to the TFTP server and downloads its boot files. This is normally defined as the MCD system. This takes about 15 seconds. The phone displays the download sequence. If the boot files are new the phone will automatically upgrade itself. If the boot files are from an older MCD release the phone will automatically downgrade itself. Call Server IP address. The phone sends it MAC address to this IP address (the MCD system) and waits for a response. The MCD checks the MAC address in the relevant IP set programming form. If it finds a match of MAC address to an extension number the phone is sent the information and boots up, displaying the date and time. If the phone is either not programmed in the 3300 database or programmed but not yet registered, the phone boots up and displays Enter PIN and press... It is waiting to be registered. If the phone cannot communicate with the MCD because this option is missing or wrong the phone displays a communication error. VLAN s Mitel IP phones support VLAN s and the CISCO CDP. To enable a phone on a particular VLAN it must receive the VLAN identity during boot up. This is done at step 2 above when it receives an initial IP address offer. Once accepted, if the offer contains the VLAN ID information the phone releases the IP address and sends out another request tagged with the new VLAN ID. B- 3

198 3300 MCD R5.0 System Administration Please note IP phones ALWAYS boot up on the default VLAN 1 unless static values have been assigned. DHCP The IP phone normally uses DHCP. MCD has a DHCP server built in if required. The DHCP server must provide sufficient IP addresses for the IP phones and must also give out the following information: network gateway/router IP address network DNS server TFTP server IP address for the phones to download their boot files (normally the MCD) Call Server IP address (the MCD the phones will register with) Text string of ipphone.mitel.com so the phone knows to use this IP address offer VLAN ID and Priority (if used) Diffserve value Please note that from MCD release 7.0 new DHCP options are available called vendor specific. In the MCD they are option 125. Prior to MCD release 7 the options 128 to 133 were used. For a Windows DHCP they must be added in as a new Vendor Class. Below is the DHCP options screen for the MCD DHCP server. Option 125 contains all the information the phone needs and is shown in edit mode. B- 4 appendix b.doc

199 Appendix B IP and SIP Windows DHCP To add these options to a Windows DHCP server you create a new Vendor class called Mitel Vendor Class (or other name) and add the string information (as shown in the MCD DHCP on previous page) of: id:ipphone.mitel.com;sw_tftp= ;call_srv= ;vlan=3;l2p=6;dscp=46v46s2 This example has the VLAN ID of 3 and priority of 6. B- 5

200 3300 MCD R5.0 System Administration SIP on MCD SIP Phones SIP phones, either a physical phone or a softphone like X-Lite are configured in the Users and Devices as a Generic SIP Device with a suitable name, number and COS/COR. The SIP Device Capabilities can be left as default 1. You may also configure a mailbox if required. You must enter a User PIN. This with the number is used by the SIP phone/softphone to register with the MCD. SIP Phones require an IP user licence. In the X-Lite Account Settings add the new phone information in: User ID extension number Domain the MCD IP address Password the PIN in the Access and Authentication tab of the User and Device form Display name what will display when you call someone Authorization name the extension number SIP Phones may be members of Hunt Groups, Ring Groups, Personal Ring Groups (can also be the main number) and Pickup Groups. They can be members of a Page group but won t auto answer the page. They can also be programmed as Multi-Device group type phones and be members of Multi- Device groups. They may also be programmed as appearances on multiline set keys. B- 6 appendix b.doc

201 Appendix B IP and SIP SIP Trunks In the UK there are many service providers offering SIP trunks in place of dedicated digital Euro ISDN PRI. Although the connection is different the operation is the same and calls are made outgoing the same way and incoming calls can use DDI and be routed as required. B- 7

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203 Appendix C Integrated Directory Services IDS C Objectives When you finish this Appendix, you will have a better understanding of How MCD integrates to Active Directory The MCD programming to support AD

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205 Appendix C Integrated Directory Services IDS Integrated Directory Services IDS This Appendix gives details of how IDS is configured and used on MCD 5.x to manage users. Microsoft Active Directory is a database of the users on a customer network and allows users to login to the network from their PC s, authenticating them and providing them with network services. AD holds additional information about users that can be synchronised with MCD. This allows the network administrator to add/modify/delete a staff member and AD updates the MCD automatically. With MCD 5.0 synchronisation is only done from AD to MCD automatically. If you wish to synch MCD to AD you must manually do this by exporting the data and importing it to AD. Integrating AD to MCD There are 3 forms that need to be completed to allow MCD and AD to synchronise. You must also set up a schedule to run the synch at a suitable time during the day (or several times a day). Voice Networks - Network Elements: Add a new element for a Directory Server with the IP address. Integrated Directory Services IDS Connection: Add the specific details of the AD server including the login credentials. C- 3

206 3300 MCD R5.0 System Administration Integrated Directory Services User Service Data to LDAP Attributes: Here the MCD user information is mapped to the LDAP fields in AD. You can edit these as required. Create a Schedule to synch AD to MCD The schedule allows two synch options for IDS: Full Schedule. A full IDS synchronization will query the directory server for new, modified and deleted user records. Because a full synchronization searches for the full range of updates deletions as well as new and modified records it has intensive processing requirements and should be performed less frequently than an incremental synchronization. Incremental Schedule. An incremental IDS synchronization will query the directory server for new and modified user records. Because incremental synchronizations do not search for deleted user records, they are less processing intensive and can be performed more frequently than full synchronizations. C- 4 appendix c.doc

207 Appendix C Integrated Directory Services IDS Synchronising MCD to AD You can export the MCD users as an LDIF file and import that into AD. This is done in the IDS Data Management form. This form also displays entries from the directory server that have not yet been updated on the MCD IDS. These entries may be detained (waiting to be processed manually), pending (waiting to be processed automatically), failed (rejected due an error). C- 5

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