MITEL COMMUNICATIONS DIRECTOR (MCD)

Transcription

1 MITEL COMMUNICATIONS DIRECTOR (MCD) ADVANCED INSTALLATION AND MAINTENANCE COURSE LAB WORKBOOK ISSUE 3 (UK) SOFTWARE RELEASE 5.0

2 MCD Advanced Installation and Maintenance Course 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. MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

3 MCD Advanced Installation and Maintenance Lab Workbook Table of Contents Module 1: LAN, WAN, and L2 Switch Connections on the 3300 ICP Lab 1 LAN, WAN and Layer 2 Switch Connections Module 2: MSDN/DPNSS Trunks Lab 1 MSDN/DPNSS Programming Module 3: IP Networking Lab 1A Programming an IP Network Using Two MCDs Per Lab Station Lab 1B Programming an IP Network Using Other Classroom Lab Stations Lab 2 Programming Direct IP Routing Using Two MCDs Per Lab Station Module 4: Session Initiation Protocol (SIP) Lab 1 Configuring a Generic IP Phone for SIP Lab 2A Configuring SIP Trunks Using Two MCDs Per Lab Station Lab 2B Configuring SIP Trunks Using Other Classroom Lab Stations Module 5: Emergency Services Management Lab 1 Programming and Review of Emergency Services Management Information Module 6: MCD Advanced Embedded Voice Mail Lab 1 Programming the MLAA Lab 2 Record-A-Call Lab 3 - Forward to Module 7: Automatic Call Distribution (ACD) Lab Planner Lab 1 Making Voice Mail Ports Available for RAD Greetings Lab 2 Programming a Class of Service for RAD Greetings Lab 3 Recording the RAD Greetings Lab 4 Assigning RAD Greetings to RAD Greeting Sets Lab 5 Assigning the RAD Greeting Sets to RAD Greeting Ports Lab 6 Testing the RAD Greetings Lab 7 Programming a RAD Hunt Group Lab 8 Verifying Feature Access Codes (Optional) Lab 9 Creating Classes of Service Lab 10 Programming Phones for ACD (Optional) Lab 11 Creating Traditional Agents (Optional) Lab 12 Preparing the System for Hot Desk ACD Agents Lab 13 Creating Hot Desk ACD Agents Lab 14 Converting Traditional ACD Agents to Hot Desk ACD Agents (Optional) Lab 15 Creating ACD Agent Skill Groups Lab 16 Creating ACD Paths Programming Progress Lab 17 Testing Basic ACD Functions Lab 18 Using Make Busy on Login (Optional) Lab 19 Programming Make Busy Walk Away Codes (Optional) Lab 20 Programming ACD Agent Auto Logout (Optional) Lab 21 Setting the Path Unavailable Answer Point Lab 22 Removing Agent Auto Log Out (Optional) Lab 23 Setting Generic Group Alerts (Optional) Lab 24 Setting Specific Group Alerts (Optional) Programming Progress i

4 MCD Advanced Installation and Maintenance Course Lab 25 Setting Up a Path Priority (Optional) Lab 26 Programming for Group Presence Lab 27 Using ACD Skill-Based Routing Lab 28 Programming a Dial Out (Optional) Lab 29 Programming an Overflow Group Lab 30 Programming a Path Interlow Programming Progress Lab 31 Setting Predictive Overflow (Optional) Lab 32 Programming a Gate (Optional) Lab 33 Programming an ACD Express Groups Lab 34 Viewing SMDR Event Records (Optional) Lab 35 Using Maintenance Commands (Optional) Module 8: System Data Synchronization (SDS) Lab 1A Share System Data Using Two MCDs Per Lab Station Lab 1B Share System Data Using Other Classroom Lab Stations Lab 2A Create a New Administrative Group Using Two MCDs Per Lab Station Lab 2B Create a New Administrative Group Using Other Classroom Lab Stations Lab 3 Using Application Reach-Through Module 9: Clusters in a Voice Network Lab 1A Creating a Cluster Using Two MCDs Per Lab Station Lab 1B Creating a Cluster Using Other Classroom Lab Stations Lab 2 Program a Local-Only Directory Number Module 10: Integrated Directory Services (IDS) Lab 1 Implementing IDS on MCD Module 11: Resiliency Lab 1 Program A Resilient Device Module 12: Bandwidth Management Lab 1 Switching Zones Lab 2 Installing the IP Phone Analyzer Lab 3A Programming Bandwidth Management Using Two MCDs Per Lab Station Lab 3B Programming Bandwidth Management Using Other Classroom Lab Stations Appendix B: Hospitality...B-1 Lab 1 Programming the Hotel / Motel Feature... B-1 ii MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

5 LAN, WAN, and L2 Switch Connections on the 3300 ICP Module 1: LAN, WAN, and L2 Switch Connections on the 3300 ICP Lab 1 LAN, WAN and Layer 2 Switch Connections The following exercise is for review purposes only. The IP information should not be changed if it is currently configured for the classroom LAN and WAN. Step Task Observation 1 In the System IP Properties form: What is your: System IP Address? Gateway IP Address? Layer 2 Switch IP Address? Primary DNS Server IP Address? 2 In the LAN Policy (QoS) form: What is your : DSCP Voice Media value? DSCP Voice Signaling value? Layer 2 Voice Media Priority? Layer 2 Voice Signaling Priority? 3 In the Layer 2 Switch form: How many ports are displayed? What is listed at the top of the form? 4 In the Spanning Tree form: Is RSTP enabled on your system? Is the STP Bridge Priority set at its highest or lowest? 5 In the IP Routing form, what is listed at the top of the form? 6 In the WAN Settings form: Is WAN Access enabled? What WAN IP Address Method is being used? What are your other options for the WAN IP Address Method? 7 In the Remote Access (PPTP) form: Is PPTP access enabled on your system? What is the Client IP Address used for? 1-1

6 MCD Advanced Installation and Maintenance Course Step Task Observation 8 In the Firewall Control form, what is the programmed action for unknown packets? 9 In the Port Forward Table form, how many entries can this form have? 10 Using the blank lines in the picture, label the IPrelated connections on the front panel of the MXe chassis shown below. 11 Which database forms provide this MXe IP-related configuration? 12 Using the blank lines in the picture, label the IPrelated connections on the front panel of the CXi chassis shown below. 13 Which database form provides this CXi IP-related configuration? 14 Using the blank line in the picture, label the IPrelated connections on the front panel of the AX Controller card shown below. 1-2 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

7 LAN, WAN, and L2 Switch Connections on the 3300 ICP 1-3

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9 MSDN/DPNSS Trunks Module 2: MSDN/DPNSS Trunks Lab 1 MSDN/DPNSS Programming Programming In this lab, you will be using the following forms, in this order: Hardware > Modules > Controller Module Configuration form. Hardware > Framers > Dual T1-E1 Framers form. Trunks > Digital > Link Descriptors form. Trunks > Digital > Digital Links form. Trunks > Digital > MSDN/DPNSS/DASSII Trunk Circuit Descriptor form. Trunks > Trunk Attributes form. Trunks > Digital > Digital Trunks form. Trunks > Digital > Network Synchronization form. Reference Online Help > Contents > System Programming > Trunks > Digital Trunks > Program Embedded MSDN/DPNSS Trunks 2-1

10 MCD Advanced Installation and Maintenance Course This is the hardware setup in some lab environments. Consult the instructor. 2-2 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

11 MSDN/DPNSS Trunks Use this planning form to plan your programming. 2-3

12 MCD Advanced Installation and Maintenance Course Step Task Expected Result 1 In the Controller Module Configuration form, make sure that the module is programmed as a Dual T1/E1 Framer module. If it isn t, program it for one. 2 In the Dual T1/E1 Framers form: Assign an available unit number to the framer. Label the circuit. 3 In the Dual T1/E1 Framers form, select Change Member. 4 In the Dual T1/E1 Framers change member window, select T1 from the Interface Type dropdown menu for both ports. Select Save. 5 In the Digital Link Descriptors form, create a Digital Link Descriptor for port 1 of the framer by selecting Add. Port 1 will be connected to the next node. 6 In the Digital Link Descriptors Add window: Enter a unique number in the Number field. Select A from the Address for Message Control drop-down menu. Select DPNSS from the Integrated Digital Access drop-down menu. Select the LT radio button for the Termination Mode. 7 To create a Digital Link Descriptor for port 2 of the framer, which will be connected to the previous node, select Add. 8 In the Digital Link Descriptors Add window: Enter a unique number in the Number field. Select B from the Address for Message Control drop-down menu. Select DPNSS Node from the Integrated Digital Access drop-down menu. Select the NT radio button for the Termination Mode. The module is programmed as a Dual T1/E1 Framer. The data is entered, saved, and displayed in the Dual T1/E1 Framers form. The Dual T1/E1 Framers change member window opens. The data is entered, saved, and displayed in the Dual T1/E1 Framers form. The Digital Link Descriptors add window opens. The data is entered, saved, and displayed in the Digital Link Descriptors form. The Digital Link Descriptors Add window opens. The data is entered, saved, and displayed in the Digital Link Descriptors form. 2-4 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

13 MSDN/DPNSS Trunks Step Task Expected Result 9 In the Digital Links form, select Framer Port 1 and select Change: Assign the Digital Link Descriptor you just created to Port 1. Label the Link Connection Lab Y to Lab Z 10 Repeat step 9 for Port 2. Label the Link Connection Lab Y to Lab X. 11 In the MSDN-DPNSS-DASSII Trunk Circuit Descriptor form, create the first Trunk Circuit Descriptor: Select Add. Enter a unique number in the Number field. Select Universal E1 from the Card Type drop-down menu. Verify the Dual Seizure Priority is Incoming. Select Main PBX from the Far End Connection drop-down menu. Enter MSDN-DPNSS in the Signaling Protocol field. 12 Create a second Trunk Circuit Descriptor: Select Add. Enter a unique number in the Number field. Select Universal E1 from the Card Type drop-down menu. Verify the Dual Seizure Priority is Outgoing. Select Main PBX from the Far End Connection drop-down menu. Enter MSDN-DPNSS in the Signaling Protocol field. Select Save. 13 In the Trunk Attributes form, double-click on an available Trunk Service number and: Enter an available COS number in the Class of Service field. The COS is programmed later. Enter a 0 in the Dial In Trunks Incoming Digit Modification Absorb field. In the Trunk Label field, enter a label to identify this as an MSDN link. 14 In the Digital Trunks form, double-click on the first circuit. The data is displayed in the Digital Links form. The data is displayed in the Digital Links form. The data is displayed in the MSDN-DPNSS- DASSII Trunk Circuit Descriptor form. The data is displayed in the MSDN-DPNSS- DASSII Trunk Circuit Descriptor form. The data is displayed in the Trunk Attributes form. The first circuit is selected and the Trunk Number change window opens. 2-5

14 MCD Advanced Installation and Maintenance Course Step Task Expected Result 15 In the Change window, perform range programming across the links: Enter 30 into the Number of Records to Change field. Select the trunk number drop-down menu and select Increment. Enter the first Trunk Number in the Value to Change field. In this lab, use Enter a one in the Increment by field. Select Change All To from the Trunk Service Number drop-down menu. Enter the Trunk Service Number previously created in the Value to Change field. Select Change All To from the Circuit Descriptor Number drop-down menu. Enter Port 1 s Circuit Descriptor Number previously created in the Value to Change field. Select Change All To from the Interconnect Number drop-down menu. Enter a one in the Value to Change field. Keep Leave All Unchanged for the default of 1 in the Tenant Number field. 16 Repeat step 23 for Port 2. Use 1101 for the first trunk number. 17 If the instructor designates your lab as the clock source, skip this programming. Otherwise, in the Network Synchronization form, select Change and enter the PLID of any trunk that leads back towards the clock source via the fewest hops. This information is provided by the instructor or on the connection diagram. 18 Enable Public Network Access Via DPNSS in the COS that is used for your lab s IP sets and for the digital trunks you have just created. 19 Make a call from the local PBX to a busy set on the remote PBX across the MSDN/ DPNSS trunks. Are you able to Campon (Wait)? 20 Make a call from the local PBX to a busy set on the remote PBX across the MSDN/ DPNSS trunks. Are you able to use the Callback feature? The data is entered, saved, and displayed in the Digital Trunks form. The PLID for the clock source is entered. The COS for the sets is programmed for Public Network Access Via DPNSS. ISDN and IP/XNET Trunk Groups also support this feature. IP/XNET Trunk Groups support this feature, but ISDN Trunk Groups do not. 2-6 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

15 IP Networking Module 3: IP Networking Lab 1A Programming an IP Network Using Two MCDs Per Lab Station Use this lab in classrooms that have two MCDs per lab station. In this lab, you will be using the Traditional Method and the following forms: System Properties > System Feature Settings > System Options form. Voice Network > Network Elements form. Trunks > IP/XNET > ICP/PBX Networking form. Trunks > Trunk Attributes form. Trunks > IP/XNET > IP/XNET Trunk Profiles form. Trunks > IP/XNET > IP/XNET Trunk Groups form. ARS programming forms. Your lab setup will look like this: 3-1

16 MCD Advanced Installation and Maintenance Course Use this diagram as a guide. Each system wants to dial the other system s extension numbers, with no other leading digits, such as 9. No second dial tone should be provided. Step Task Expected Result 1 In the System Options form, enable DPNSS/QSIG Diversion. 2 In the Network Elements form on the 3300 ICP, select Add and: Enter the name of your second node (MiCD Instance) in the Name field; Lab 1B for example. Enter your second node s PBX number. Enter the FQDN or IP Address of your second node. Select Save. With DPNSS/QSIG Diversion enabled, call forwarding over XNET trunks is allowed. Your local element and the second node are named and assigned a unique PBX number. This automatically adds entries in the ICP/PBX Networking form. 3-2 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

17 IP Networking Step Task Expected Result 3 In the ICP/PBX Networking form on the 3300 ICP: Note the PBX Numbers have been populated from the Network Elements form. In the Profile tab, program this lab as the local ICP/PBX. Assign the maximum number of VoIP calls to 10. The maximum number of VoTDM calls is programmed automatically. In the IP Networking tab, enter the second node s System IP address. 4 In the Trunk Attributes form on the 3300 ICP: Program a Trunk Service number with the following: A COS that is unique to your IP trunks. Consider Public Trunk settings, allowing Public Network to Public Network access, and/or SMDR activation. Absorb 0 digits. This prevents incoming digits from being modified, which will be simply the four-digit extension number. Enter IPXNET for a trunk label. 5 In the IP/XNET Trunk Profiles form on the 3300 ICP, map the local trunk profile number 1 to the remote trunk profile number 1. Making all labs use the same profile for dial-in minimizes errors since each remote profile number is known. Enter the Trunk Service number programmed above. 6 In the IP/XNET Trunk Groups form on the 3300 ICP, create one trunk group for the other node: PBX Number = PBX Number of other node. Local Profile Number = 1 Maximum Network Hops = 5 Network Signaling Type = IP Voice Medium Type = IP Number of Trunks = 10 Comments: To IP Lab L 7 Program ARS Routes and ARS Digits Dialed forms to allow testing of the IP network using the second node s four digit extensions. PBX numbers are assigned. Your lab is the local PBX. The IP addresses are entered for all labs, including your own. The maximum number of VoIP and VoTDM calls is programmed. The Trunk Service number is programmed. The trunk profiles are linked. If this step is not correct, all calls to the remote system will fail. The remote system may be able to call you. The Trunk Groups are programmed. ARS is programmed for four digit dialing. 3-3

18 MCD Advanced Installation and Maintenance Course Step Task Expected Result 8 Repeat steps 1 through 7 for the second node instead of the 3300 ICP. 9 Use the STATE XNET ALL command. What is one of the Link Handle values and the Destination switches? 10 Use the STATE XNET LINK <Number> command to view the virtual IP trunk number assigned to an IP networking call after it has been established. What error is seen when there are no IP networking calls established? 11 Use the STATE XNET ICP <PBX Number> maintenance command. 12 Use the RESOURCE command to verify the resources used on the local PBX. Operation to the remote systems is verified. 13 Call an IP extension at each PBX. The call can be made and twoway audio is heard. 3-4 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

19 IP Networking Lab 1B Programming an IP Network Using Other Classroom Lab Stations Use this lab in classrooms that have a single MCD per lab station. In this lab, you will be using the Traditional Method and the following forms: System Properties > System Feature Settings > System Options form. Voice Network > Network Elements form. Trunks > IP/XNET > ICP/PBX Networking form. Trunks > Trunk Attributes form. Trunks > IP/XNET > IP/XNET Trunk Profiles form. Trunks > IP/XNET > IP/XNET Trunk Groups form. ARS programming forms. Your lab setup will look like this: 3-5

20 MCD Advanced Installation and Maintenance Course Use this diagram as a guide. Each system wants to dial the other system s extension numbers, with no other leading digits, such as 9. No second dial tone should be provided. 3-6 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

21 IP Networking Use the following planning tool. 3-7

22 MCD Advanced Installation and Maintenance Course Step Task Expected Result 1 In the System Options form, enable DPNSS/QSIG Diversion. 2 In the Network Elements form, double-click on your local MCD and: If not already done, enter a name provided by your instructor. If not already done, assign it a unique PBX number provided by your instructor. Repeat for each of the other lab systems in your classroom, entering their System IP address. 3 In the ICP/PBX Networking form: Note that the PBX Numbers have been populated from the Network Elements form. In the Profile tab, program your lab as a local lab. Assign the maximum number of VoIP calls to 10. The maximum number of VoTDM calls is programmed automatically. In the IP Networking tab, enter the System IP address. Repeat for each remote lab, with the exception of the local setting. 4 In the Trunk Attributes form: Program a Trunk Service number with the following: A COS that is unique to your IP trunks. Consider Public Trunk settings, allowing Public Network to Public Network access, and/or SMDR activation. Absorb 0 digits. This prevents incoming digits from being modified, which will be simply the four-digit extension number. Enter IPXNET for a trunk label. With DPNSS/QSIG Diversion enabled, call forwarding over XNET trunks is allowed. Your local element and all other elements are named and assigned a unique PBX number. This automatically adds entries in the ICP/PBX Networking form. PBX numbers are assigned. Your lab is the local PBX. The IP addresses are entered for all labs, including your own. The maximum number of VoIP and VoTDM calls is programmed. The Trunk Service number is programmed. 3-8 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

23 IP Networking Step Task Expected Result 5 In the IP/XNET Trunk Profiles form, map the local trunk profile number 1 to the remote trunk profile number 1. Making all labs use the same profile for dial-in minimizes errors since each remote profile number is known. Enter the Trunk Service number programmed above. 6 In the IP/XNET Trunk Groups form, create one trunk group for each of the other nodes: PBX Number = PBX Number of other node. Local Profile Number = 1 Maximum Network Hops = 5 Network Signaling Type = IP Voice Medium Type = IP Number of Trunks = 10 Comments: To IP Lab L 7 Program ARS Routes and ARS Digits Dialed forms to allow testing of the IP network using each lab s four digit extension. 8 Use the STATE XNET ALL command. What is one of the Link Handle values and the Destination switches? 9 Use the STATE XNET LINK <Number> command to view the virtual IP trunk number assigned to an IP networking call after it has been established. What error is seen when there are no IP networking calls established? 10 Use the STATE XNET ICP <PBX Number> maintenance command. 11 Use the RESOURCE command to verify the resources used on the local PBX. The trunk profiles are linked. If this step is not correct, all calls to the remote system will fail. The remote system may be able to call you. The Trunk Groups are programmed. ARS is programmed for four digit dialing. Operation to the remote systems is verified. 12 Call an IP extension at each remote PBX. The call can be made and twoway audio is heard. 3-9

24 MCD Advanced Installation and Maintenance Course Lab 2 Programming Direct IP Routing Using Two MCDs Per Lab Station Use this lab in classrooms that have two MCDs per lab station. In this lab, you will be using the Traditional Method and the following forms: System Properties > System Feature Settings > System Options form. Voice Network > Network Elements form. Trunks > IP/XNET > ICP/PBX Networking form. ARS programming forms. Your lab setup will look like this: 3-10 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

25 IP Networking Step Task Expected Result 1 In the System Options form, enable DPNSS/QSIG Diversion. 2 In the Network Elements form on the 3300 ICP, select Add and: Enter the name of your second node (MiCD Instance) in the Name field; Lab 1B for example. Enter your second node s PBX number. Enter the FQDN or IP Address of your second node. Select Save. 3 In the ICP/PBX Networking form on the 3300 ICP: Note that the PBX Numbers have been populated from the Network Elements form. In the Profile tab, program your lab as a local lab. Assign a maximum number of VoIP calls to 10. The maximum number of VoTDM calls is programmed automatically. In the IP Networking tab, enter the second node s System IP address. 4 In the ARS Routes form on the 3300 ICP, add a route that will use Direct IP Routing. With DPNSS/QSIG Diversion enabled, call forwarding over XNET trunks is allowed. Your local element and all other elements are named and assigned a unique PBX number. This automatically adds entries in the ICP/PBX Networking form. PBX numbers are assigned. Your lab is the local PBX. The IP addresses are entered for all labs, including your own. The maximum number of VoIP and VoTDM calls is programmed. 5 In the ARS Digits Dialed form on the 3300 ICP, select Add and then: Enter the digits that match the second node s CEID digits. Set the Number of Digits to Follow to 4. Set the Termination Type to Route. In the Termination Number box, enter the route number that corresponds to the ARS route to the second node. 6 Repeat steps 1 through 5 for the second node instead of the 3300 ICP. 7 Call an IP extension at each PBX. The call can be made and twoway audio is heard. 3-11

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27 Session Initiation Protocol (SIP) Module 4: Session Initiation Protocol (SIP) Lab 1 Configuring a Generic IP Phone for SIP In this lab, you will be using the: SIP Device Capabilities form. Class of Service Options form. User and Device Configuration form. Step Task Expected Result 1 In the SIP Device Capabilities form, double-click on an available number. In the SDP Options tab: Select Yes for the Prevent the Use of IP Address in SDP Messages option. Select No for the Suppress Use of SDP Inactive Media Streams option. 2 In the Class of Service Options form, create a COS for SIP phones with Public Network Access Via DPNSS option set to Yes. 3 In the User and Device Configuration form, create a Generic SIP phone and: Program the SIP Device Capabilities number created above. Program a COS for the SIP phone created above. Enable Voice mail. 4 If not already done, download and/or install the X- Lite SIP Softphone from 5 Open the X-Lite Softphone application, select Softphone > Account Settings. 6 In the Account Settings window, enter the following: An account name (make one up). User ID is the extension given to the Generic SIP phone. The domain, which is the IP address of the controller. Display Name, which is the display on the called party s phone. Authorization Name, same as User ID. Select OK to close the SIP Accounts window. A SIP Device Capabilities number is programmed. A COS for SIP phones is created. The SIP phone has the correct SIP Device Capabilities number and COS. The X-Lite SIP Softphone software is downloaded and/or installed. A SIP Accounts window opens. The X-Lite SIP Softphone registers with the controller and the User Name is displayed on the softphone. 4-1

28 MCD Advanced Installation and Maintenance Course Step Task Expected Result 7 Place a call from the X-Lite SIP softphone to one of your sets. 8 Place a call from one of your sets to the X-Lite softphone. 9 In the X-Lite Softphone application, select Softphone > Account Settings > Voic and: Check the Check for Voic box. Enter sip:xxxx@<controller IP Address>, where xxxx is the voic hunt group number. Check the Send Calls to Voic If Unanswered For box, and enter 5 seconds. 10 Place a call from one of your sets to the X-Lite softphone and let it go to voic . The call is established. The PC needs a microphone and speakers to check audio. The call is established. The PC needs a microphone and speakers to check audio. The X-Lite SIP Softphone s voic is set up. 11 From the X-Lite Softphone, check for the new voice mail. 4-2 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

29 Session Initiation Protocol (SIP) Lab 2A Configuring SIP Trunks This lab will use the CO to act as a simple SIP exchange service across SIP trunks In this lab, you will be using the: Network Elements form. SIP Peer Profile form. Trunk Attributes form. ARS programming forms. Step Task Expected Result 1 In the Network Elements form on the 3300 ICP, add a SIP Peer and program the following: Enter SIPPEER in the Name field. Select Other from the Type drop-down menu. Enter the CO s IP address in the FQDN or IP Address field. It is provided on the wall. Select the SIP Peer check box. Select UDP from the SIP Peer Transport dropdown menu. Enter 5060 in the SIP Peer Port field. 2 In the SIP Peer Profile form on the 3300 ICP, add a SIP Peer Profile and program the following: In the Basic Tab: Enter SIPPROF in the SIP Peer Profile Label field. Select SIPPEER from the Network Element drop-down menu. Select the IP Address radio button. Change the Maximum Simultaneous Calls to 2. Enter an unused Trunk Service number that will be programmed later. 3 In the Trunk Attributes form edit the Trunk Service number above to absorb 7 digits (the CO sends all 11) Enter a COS and COR. The COS must have Public Network Access Via DPNSS set to Yes. Enter 0 in the Dial In Trunks Incoming Digit Modification Absorb field. Enter SIP TRUNKS in the Trunk Label field. The SIP Peer is now a Network Element. A SIP Peer Profile is created. A COS is assigned to the Trunk Service number. No leading digits will be removed from the digit stream received from the CO or remote system. 4-3

30 MCD Advanced Installation and Maintenance Course Step Task Expected Result 4 In the ARS Routes form on the 3300 ICP, doubleclick on an available route number and: Select SIP Trunk from the Routing Medium drop-down menu. Select SIPPROF from the SIP Peer Profile drop-down menu. 5 In the ARS Digits Dialed check that 9 is correctly programmed to a route. Change the route to use the SIP peer. A route is programmed for SIP trunks. Digits Dialed entries for each lab are programmed. 6 This step is blank 7 Test the programming by calling your lab external phone via the SIP trunk. For example in London dial To call in to your system use the number shown on the wall. For example for London dial XXXX 8 Use the maintenance commands SIP LINK STATE ALL and SIP LINK STATUS to see if the nodes are communicating. 4-4 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

31 Session Initiation Protocol (SIP) Lab 2B Configuring SIP Trunks Using Other Classroom Lab Stations - THIS LAB IS NOT REQUIRED IN THE UK This lab will use the CO to act as a simple SIP exchange service across SIP trunks In this lab, you will be using the: Network Elements form. SIP Peer Profile form. Trunk Attributes form. ARS programming forms. Step Task Expected Result 1 In the Network Elements form, add a SIP Peer and program the following: Enter SIPPEER in the Name field. Select Other from the Type drop-down menu. Enter the CO s IP address in the FQDN or IP Address field. It is provided by the instructor. Select the SIP Peer check box. Select UDP from the SIP Peer Transport dropdown menu. Enter 5060 in the SIP Peer Port field. 2 In the SIP Peer Profile form, add a SIP Peer Profile and program the following: In the Basic Tab: Enter SIPPROF in the SIP Peer Profile Label field. Select SIPPEER from the Network Element drop-down menu. Select the IP Address radio button. Change the Maximum Simultaneous Calls to 2. Enter an unused Trunk Service number that will be programmed later. 3 In the Trunk Attributes form, double-click on the Trunk Service number used in the previous step and: Enter a COS and COR. The COS must have Public Network Access Via DPNSS set to Yes. Enter 0 in the Dial In Trunks Incoming Digit Modification Absorb field. Enter SIP TRUNKS in the Trunk Label field. The SIP Peer is now a Network Element. A SIP Peer Profile is created. A COS is assigned to the Trunk Service number. No leading digits will be removed from the digit stream received from the CO or remote system. 4-5

32 MCD Advanced Installation and Maintenance Course Step Task Expected Result 4 In the ARS Routes form, double-click on an available route number and: Select SIP Trunk from the Routing Medium drop-down menu. Select SIPPROF from the SIP Peer Profile drop-down menu. 5 In the ARS Digits Dialed form, create the following entry: L + 4 digits, where L = lab Number 6 Test the programming by calling your lab phones via the SIP trunk. Dial L XXXX Where L=Lab Number and XXXX =Extension For example, to call Lab 1, extension 1004, dial: A route is programmed for SIP trunks. Digits Dialed entries for each lab are programmed. Calls can be made and twoway audio is heard. The call should be routed to the CO via the SIP trunk, then return via the SIP link to ring the destination extension in your lab. 7 Use the maintenance commands SIP LINK STATE ALL and SIP LINK STATUS to see if the nodes are communicating. 4-6 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

33 Emergency Services Management Module 5: Emergency Services Management Lab 1 Programming and Review of Emergency Services Management Information In this lab you will: Program Emergency Services Management View and interpret Emergency Services calls that appear on a display phone Caution While Mitel training facilities support simulated 911/999/112 calls, do not dial these numbers if using this lab with a live PSTN connection! In this lab, in addition to the ARS forms, you will be using the Hunt Groups form. Step Task Expected Result/Observation 1 Program all the required ARS forms to support emergency call handling. Determine the emergency number to program in ARS for your lab environment. Caution must be taken if you program an actual emergency call number. 2 Program the Hunt Groups form. Create a new Hunt Group as an Emergency Group Type Add members to the Emergency Hunt Group 3 Program an Emergency Call Notification Key on a display phone ARS is programmed for emergency calls. 4 Make an emergency call. The emergency call displays on the appropriate display sets. 5 Delete the Emergency Hunt Group. 5-1

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35 MCD Advanced Embedded Voice Mail Module 6: MCD Advanced Embedded Voice Mail Lab 1 Programming the MLAA In this lab, you will be using the: VM Mailboxes form. VM Multi-Level Auto Attendants form. Reference Refer to the previous MLAA example. Use this planning form to plan your programming. 6-1

36 MCD Advanced Installation and Maintenance Course Step Task Expected Result 1 In the VM Mailboxes form, create all single-digit, top level mailboxes and define the appropriate mailbox type based on the planner. The top level mailboxes are defined and programmed. 2 Create the lower-level mailboxes. The lower-level mailboxes are defined and programmed. 3 In the VM Multi-Level Auto Attendants form, define the menu options for the Sales Menu Node mailboxes. 4 Log into each of the mailboxes you created and record greetings specific for each mailbox. Leave the mailbox name blank, unless it is a Transfer Only mailbox. 5 Record the main company greeting by accessing the administrator mailbox to record system day/night greetings. 6 Test the MLAA menu structure by dialing the voice mail pilot number followed by the * key twice to access the main greeting. 7 Try dialing zero for the operator, # to restart the menu, and doing nothing during various levels of the MLAA. The Sales Menu Node is programmed. The mailbox greetings are recorded. The main greeting is recorded. All branches of the MLAA structure provide the appropriate greeting, extension, or mailbox. 6-2 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

37 MCD Advanced Embedded Voice Mail Lab 2 Record-A-Call In this lab, you will be using the: Class of Service Options form. User and Device Configuration form. Hunt Groups form. Step Task Expected Result 1 In the Class of Service Options form, create a COS that has: Record-A-Call Active = Yes Record-A-Call Save Recording On Hang-Up = Yes 2 In the User and Device Configuration form, choose a set to use and then: Assign the COS to the set. Program a Record-A-Call feature key. 3 In the Hunt Groups form, create and program a Recorder Hunt Group. Give it a pilot number and make it a Recorder hunt group. Add two voice mail ports as members. 4 Establish a call between an external trunk extension and the recording internal extension. 5 Press the Record-A-Call feature key and begin a conversation. Hang up when the conversation is completed. 6 Check the recording set s voice mail to retrieve the recording. 7 Remove the Hunt Group. The COS for Record-A-Call is programmed. The recording set has the correct COS. A feature key is programmed on the recording set. A Recorder hunt group is programmed to use two voice mail ports. The call is established. Notify the called party that the conversation will be recorded. The feature key is lit and the conversation is recorded. The Message Waiting lamp will not be lit. The recording is heard. 6-3

38 MCD Advanced Installation and Maintenance Course Lab 3 - Forward to Step Task Expected Result 1 Check with your instructor who will provide the IP address of the classroom server. 2 Specify the IP address for your server in the System Options form. 3 Configure Forward to parameters as follows: Activate the feature Specify your address Forward voice mails manually Keep all forwarded voice mails 4 Use a lab extension to place a call to your voice mailbox and leave a message. 5 Login to your voice mailbox to play the message. Forward the message to your inbox. 6 Open your account to play, and then delete, the message. 7 Login to your voice mailbox to verify the message has been kept. 6-4 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

39 Automatic Call Distribution (ACD) Module 7: Automatic Call Distribution (ACD) Lab Planner The tables below show the final outcome once all of the labs have been completed. Note that COSs and Timers are not included in the summary, as well as what is added in the optional labs. Check with your instructor for which optional labs to skip and which numbering plan to use if this one is not appropriate for your classroom. Note RAD Greeting Number In the labs and illustrations, substitute your lab number for N. The labs and illustrations assume Lab 1, an MCD controller with 20 voice mail ports and a VM Hunt Group number of The VM ports are numbered from N601 to N620. The last four ports will be used as RAD Greeting Ports. RAD Greeting Ports Name N617 RAD Port 1 N618 RAD Port 2 N619 RAD Port 3 N620 RAD Port 4 Greeting 001 Thank you for calling! Please hold for the first available agent. 002 Remember to ask our team members about this week s special offers! 003 Your call is important to us. Please stay on the line. 004 Please hold to retain your place in the queue. 005 Sorry to keep you waiting! 006 I m sorry; our offices are closed at the moment. Our business hours are Monday to Friday, from 9 to 5. RAD Greeting Set RAD Greetings Times to Play Port ID RAD Greeting Set 1 (N617) 10 2 (N618) 10 3 (N619) 11 4 (N620)

40 MCD Advanced Installation and Maintenance Course RAD Hunt Group N900 Members N617 N618 Feature Name Code ACD Silent Monitor *04 ACD Agent Login *05 ACD Agent Logout #11 Do Not Disturb *06 Do Not Disturb Cancel #20 Do Not Disturb Cancel Remote #21 Do Not Disturb Remote *07 Make Busy - Setup *02 Make Busy - Cancel *03 * converted from Traditional ACD Agents to Hot Desk ACD Agents Traditional ACD Agents Agent ID Name N101 Carol Smith - Supervisor N201 Sherry Jones N202 Jeff Lewis N203 Brian Moore N204 John Baker N205* Carl Long N206* Liz Green Hot Desk ACD Agents Agent ID Name N102 Debbie Jacobs - Supervisor N205* Carl Long N206* Liz Green N207 Jim Taylor N208 Sue Blake N MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

41 Automatic Call Distribution (ACD) ACD Agent Skill Group Report Number Name Members N501 N51 English Group N101 N201 N202 N203 N209 N210 N502 N52 Spanish Group N102 N204 N205 N206 N209 N210 N503 N53 Bilingual Group N207 N208 ACD Path Report Number Name N011 N01 English Path N022 N02 Spanish Path Primary Agent Skill Group Rec. 1 Rec. 2 Path Unavailable Answer Point Priority Overflow Agent Skill Group Path Interflow Point N501 N900 N619 N620 < 64 N503 Att Console N502 N900 N619 N N503 In this lab, you will be using the: Hunt Groups form. Telephone Directory form. Class of Service Options form. Station Attributes form. VM RAD Greetings form. VM Greetings form. Feature Access Codes form. ACD Agent IDs form. ICP/PBX Networking form. Cluster Elements form. User and Device Configuration form. ACD Agent Skill Group form. ACD Paths form. System Options form. 7-3

42 MCD Advanced Installation and Maintenance Course Lab 1 Making Voice Mail Ports Available for RAD Greetings Voice Mail ports must be freed up so they can be used as RAD Greeting ports. Do this by removing them from the Voice Mail hunt group. Step Task Expected Result 1 In the Hunt Groups form, delete the last four members from the Voice Mail Hunt Group. 2 In the Telephone Directory form, add and assign names to the four RAD Greeting ports. Four ports are now available to reassign as RAD Greeting ports. The four RAD Greeting ports are named. Lab 2 Programming a Class of Service for RAD Greetings In this lab, you will set up a Class of Service to assign to the RAD Greeting ports later in the module. Program the following COS settings. Class of Service Option Setting Notes Comment RAD Greetings COV/ONS/E&M Voice Mail Hot Desk Login Accept No Cannot have this set to Yes when RAD is set to Yes. Recorded Announcement Device Recorded Announcement Device - Advanced No Yes Yes For Analog, DNIC, and IQ RADs, set to No. Answer Plus Delay to Message Timer Not used This timer is no longer used. It is now set in the ACD Path form as Recording x: Delay to Start Time. Answer Plus Expected Off-hook Timer 20 Set to 5 seconds longer than the Answer Plus Message Length Timer. Answer Plus Message Length Timer 15 Set slightly longer than the longest RAD Greeting Set. For Analog and DNIC RADs, set to the length of the RAD greeting. Step Task Expected Result 1 In the Class of Service Options form, create a COS for the RAD Greeting ports with the options in the table. 2 In the Station Attributes form, assign the Class of Service to the RAD Greeting ports for Day, Night 1 and Night MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

43 Automatic Call Distribution (ACD) Lab 3 Recording the RAD Greetings RAD Greetings are recorded by accessing the Administrator s mailbox and selecting option 8 from the main menu, then option 1. Step Task Expected Result 1 Dial in to the Voic system and access the Administrator s mailbox. 2 Choose option 8 and record the following RAD greetings. Speaking quickly will reduce lab times. RAD Greeting Thank you for calling! Please hold for the first available agent. RAD Greeting Remember to ask our team members about this week s special offers! RAD Greeting Your call is important to us. Please stay on the line. RAD Greeting Please hold to retain your place in the queue. RAD Greeting Sorry to keep you waiting! RAD Greeting I m sorry, our offices are closed at the moment. Our business hours are Monday to Friday, from 9 to 5. Note You can also upload professional greetings using System Audio File Update. 7-5

44 MCD Advanced Installation and Maintenance Course Lab 4 Assigning RAD Greetings to RAD Greeting Sets In this lab, you will configure RAD Greeting Sets to use the messages you recorded earlier. Step Task Expected Result 1 In the VM RAD Greetings form, assign the RAD Greetings to RAD Sets 10, 11 and 12 as follows. Enter 1 in the Times to Play field. RAD Set 10 RAD Greetings 1, 2, and 4 RAD Set 11 RAD Greetings 5, 4, 3, and 5 RAD Set 12 RAD Greeting 6 The RAD Sets, or RAD Greeting Sets, are programmed. Lab 5 Assigning the RAD Greeting Sets to RAD Greeting Ports You must now assign a RAD Greeting Set to a RAD Greeting Port using the VM Greetings form. Step Task Expected Result 1 In the VM Greetings form, assign the following RAD Greeting Sets to the relevant Port ID. Port 17 RAD Set 10 Port 18 RAD Set 10 Port 19 RAD Set 11 Port 20 RAD Set MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

45 Automatic Call Distribution (ACD) Lab 6 Testing the RAD Greetings Test the RAD Greetings by dialing the RAD Port directly. Step Task Expected Result 1 Dial each RAD Port and verify the correct message is heard and that it is not cut off. 2 If any RAD Port fails the test, go back and rectify the problem before continuing. If the RAD message is cut off, change the Answer Plus Message Length Timer in the RAD s Class of Service to a value slightly longer than the longest RAD Greeting Set. It may be necessary to change the Call Rerouting 1 st Alternative for the RAD Ports. 7-7

46 MCD Advanced Installation and Maintenance Course Lab 7 Programming a RAD Hunt Group In this lab, you will create a RAD Hunt Group with a Phase Timer for later use. Step Task Expected Result 1 Add a new Hunt Group N900 and program as follows. Hunt Group Mode Terminal Class of Service same as the RAD Greeting COS Hunt Group Type RAD Phase Timer Ring Phase Timer should be set to the total length of the RAD Greetings in Greeting Set 10 divided by 2. 2 Add RAD Ports 1 and 2 to this Hunt Group. These ports should have the same Greeting Set applied to them. Test by dialing the Hunt group pilot number. 7-8 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

47 Automatic Call Distribution (ACD) Lab 8 Verifying Feature Access Codes (Optional) Step Task Expected Result 1 In the Feature Access Codes form, if not already done, program these commonly used feature access codes: ACD Silent Monitor *04 ACD Agent Login *05 ACD Agent Logout #11 Do Not Disturb *06 Do Not Disturb Cancel #20 Do Not Disturb Cancel Remote #21 Do Not Disturb Remote *07 Make Busy - Setup *02 Make Busy - Cancel *03 Lab 9 Creating Classes of Service Step Task Expected Result 1 Create a Class of Service for the Agents and set options as in the table above. 2 Create a Class of Service for the Supervisors and set options as in the table above. 3 Modify the Class of Service for the Phones and set options as in the table above. 7-9

48 MCD Advanced Installation and Maintenance Course Lab 10 Programming Phones for ACD (Optional) Note A minimum of four phones are required. Step Task Expected Result 1 Enable all of the multiline phones on your system for ACD. What changes on the phone when this option is enabled? 2 Assign the COS to the phones. 3 Program the following keys on all ACD Sets: Make Busy Do Not Disturb 4 Program a key as a Superkey on all 5330 and 5340 phones. The Blue key on these sets is not a Superkey, it s a setting key. So you must program one of the line keys as a Superkey MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

49 Automatic Call Distribution (ACD) Lab 11 Creating Traditional Agents (Optional) Step Task Expected Result 1 In the ACD Agent IDs form: For the supervisor: Create an ACD Agent ID N101 for the Supervisor. Assign the Class of Service for Supervisors. Assign Class of Restriction 1. For the agents: Create six ACD Agent IDs, N201 to N206, for the Agents. Assign the Class of Service for Agents. Assign Class of Restriction 1. 2 In the Telephone Directory form, assign names to each ACD Agent ID as follows: Carol Smith N101 Sherry Jones N201 Jeff Lewis N202 Brian Moore N203 John Baker N204 Carl Long N205 Liz Green N

50 MCD Advanced Installation and Maintenance Course Lab 12 Preparing the System for Hot Desk ACD Agents These steps must be completed prior to adding Hot Desk ACD Agents. Note These steps may already have been completed. Verify settings, and then continue to the next lab. Step Task Expected Result 1 IN the ICP/PBX Networking form: Add a local PBX using the number assigned by the instructor. Select Change Member and enter the local controller s IP address. 2 In the Cluster Elements form, select the Create Cluster button. Enter Lab L in the name field, where L is your lab number. 3 In the Cluster Elements form, select Change Member and: Enter your PBX number in the PBX Number/Cluster Element ID field. Enter 777L in the Cluster Element ID Digits field, where L is your lab number. Select the Yes radio button in the Local field. The local PBX number is programmed and the controller is added as a member. A Cluster is created. The member is programmed. If a message is received about ARS digits not matching an ARS Digits Dialed record, select OK to continue MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

51 Automatic Call Distribution (ACD) Lab 13 Creating Hot Desk ACD Agents Hot Desk Agents are not configured in the ACD Agent ID form. They are configured in the User and Device Configuration form. Note If you are configuring a resilient ACD system, configure the agents as resilient Hot Desk ACD Agents. Refer to ACD Resiliency in the Resiliency Guide for details. Step Task Expected Result 1 In the User and Device Configuration form, add a Hot Desk User for a Supervisor with the following: In the Profile tab, enter: Last Name Jacobs First Name Debbie Number N102 Department as required Location as required Select ACD Agent In the Service Details tab, assign: Class of Service for Supervisors Class of Restriction 1 In the Access and Authentication tab, enter a PIN for the Hot Desk user. 2 Create two more Hot Desk ACD Agents: Jim Taylor N207 Sue Blake N208 Assign them the Class of Service for Agents Caution Although it is possible to configure both Traditional ACD Agents and Hot Desk ACD Agents on one system, if CIS for Real-time and Reporting is being used, the CIS Server only supports one type per system. 7-13

52 MCD Advanced Installation and Maintenance Course Lab 14 Converting Traditional ACD Agents to Hot Desk ACD Agents (Optional) Converting Traditional ACD Agents to Hot Desk ACD Agents is quick and simple. Open the User and Device Configuration form, select the ACD Agent ID number of the existing Traditional Agent, and select the Hot Desking User check box. Step Task Expected Result 1 In the User and Device Configuration form, add a Hot Desk User. 2 Select the Profiles tab and under Service Profile: Enter N205, the ACD Agent ID number of the existing Traditional Agent. Select ACD Agent 3 Select the Service Details tab and assign: Class of Service for Agents Class of Restriction 1 4 In the Access and Authentication tab, enter a PIN for the Hot Desk user. 5 Select Save. 6 When the information window regarding converting agent appears, select OK to continue. 7 Repeat for Agent ID N Programming Line Appearance keys for Hotdesk ACD Agents in the User and Device Configuration form. Select a 5330 or 5340 extension and copy the Superkey, Do Not Disturb, and Make Busy keys to N102, and N205 through N MCD Advanced I&M Lab Workbook_UK_5.0_3.doc