Automatic Route Selection (ARS)

Automatic Route Selection (ARS) 19 Objectives When you finish this module, you will: Program numbers for external local calls. Use ARS to route a call. Understand how the system uses various CO dial tones. Learn how to use the ARS planners. Use maintenance commands and SMDR to trace calls that use ARS. Program emergency call routes using ARS. Assign and program calling privileges and restrictions using ARS. Comprehend the steps required to prevent toll fraud. Examine samples of Automatic Route Selection programming and predict what will happen when a caller dials particular number sequences.

MCD for 3300 ICP Basic Installation and Maintenance Course 19-2 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) External Calling Permissions Dialing plans or numbering plans within the Public Switched Telephone Network (PSTN) vary from country to country and can be specific within a given area of a country. There are some common considerations regardless of the location. For example, a plan must be considered for local calls, long distance calls, international calls and emergency and special service numbers. On a 3300 ICP, all external numbers must be planned for and programmed into the database using ARS. 19-3

MCD for 3300 ICP Basic Installation and Maintenance Course Local Calls 3300 ICP phone users make calls into the PSTN in much the same way that we do from home. But the 3300 ICP phone user may prefix the external directory number with a single digit, such as 9 from a business phone or 8 from a phone in a hotel. This indicates to the 3300 ICP that it is an external call. From home, we dial 592-2122, but from a 3300 ICP phone, we dial 9-592-2122. See the figure below. Another difference between 3300 ICP users and home users is that some 3300 ICP users may be restricted from making external calls or from making certain types of external calls, such as long distance calls. Also, when making a call from the 3300 ICP, the 3300 ICP has the additional tasks of choosing which outgoing trunk to send the call out on and then deleting the 9. The ARS programming forms are used to instruct the 3300 ICP regarding which trunk to choose and which digits to delete. A sample ARS program and some blank ARS planning sheets are provided with your course materials. Making a PSTN Call 19-4 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) Automatic Route Selection ARS in the 3300 ICP does these four basic things: It recognizes digits, such as a leading 9, as an indication that the call is to be an external call. It restricts unauthorized phones from making external calls. It selects a trunk from within a group of trunks to send the call out on. It modifies the dialed digits, such as dropping the 9, to convert the digits into what the external network expects. ARS digits can be specified with leading digits as well as dialed digits. These digits can be listed explicitly, or wildcards can be used to specify predefined variables for a given ARS digit: N or n specifies a digit between 2 and 9 inclusive X or x specifies a digit between 0 and 9 inclusive Y or y specifies a digit between 0 and 9, * and # Programming the Digits for External Local Calls The digits dialed in the following example are 9-592-2122. But callers will dial many different numbers. There s no need to program all external directory numbers in ARS. Simply program the numbers as 95 + any six digits to address all external local directory numbers starting with 5. You may wish to call external numbers that start with 2, 3, 4, etc. In this case, we program ARS with 9NXXXXXX+ 0 additional digits. Making an External Call 19-5

MCD for 3300 ICP Basic Installation and Maintenance Course This is an ARS data collection table, giving a quick way to compile the information needed to program external directory numbers. See if you can associate the values in this table with those programmed in the forms that follow. Type of Call Digit String Trunk Group Digit Modification Stations to Block Route Number Digit Mod Number Qty of Digits to Absorb Digits to Insert COR Group COR Number Local 9NXXXXXX + 0 1 1 1 1 Operator 90 + 0 1 1 1 1 Long Distance 91XXXXXXXXXX + 0 1 1 1 2 1 2 This is 9 plus the digit 0 that the caller dials after the 9. The Xs signify any other digit. The N is a wildcard that specifies a digit between 2 and 9 inclusive. 19-6 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) The ARS Leading Digits form is automatically populated every time an entry is made to the ARS Digits Dialed form. The ARS Leading Digits form is used to turn on second dial tone. This is the 9 that callers dial whenever they call external numbers. This instructs the system to return dial tone to the user after the digit 9 has been received. Establishing an ARS Route A route is a set of call handling characteristics that controls the call. The route restricts unauthorized callers, selects a trunk group, and modifies the digits before dialing into the network. For external calls, the digits a caller dials must be programmed in the ARS Digits Dialed form. If the digits are not in the ARS Digits Dialed form, the system returns reorder tone to the caller. If the digits are in the ARS Digits Dialed form, ARS software assigns the call a route. Use the following programming forms when programming a route. Note To make programming easier, keep the COR Group Number the same as the Route Number. For example, Route 1 with COR Group 1. 19-7

MCD for 3300 ICP Basic Installation and Maintenance Course Programming a Route Digit Mod 2 tells the system to absorb the first dialed digit, so the system deletes the 9 and outpulses the remaining digits on a trunk in Trunk Group 1. The system outpulses the digits after the 9 on one of these available CO trunks. COR Group 1 contains no COR numbers. Any device is allowed to use this route, regardless of what COR number it has. Because Route 10 uses this COR group, no devices will be restricted from using this route. To restrict route 10, include the device s COR number in COR Group 1. In the Station Attributes form, different restrictions can be assigned to Day, Night1 and Night2 modes. This absorbs the leading digit 9. The ARS Routes form associates Route 10 with: -Trunk Group 1, which shows which trunks to use. -COR Group 1, which shows who to restrict from making the call. -Digit Mod 2, which shows how to modify the number. Use the Routing Medium to choose TDM, IP or SIP trunks. 19-8 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) Dial Tone From the CO If the system sends digits to the CO before the CO supplies dial tone, the digits are lost and the call fails. This situation may occur with analog LS trunks, but not digital trunks. To avoid this problem, we can make the system wait for dial tone before sending the digits. To do this, add a Tone Marker to the Route s ARS Digit Modification Plans form. If this is not done, the system sends the dialed digits the instant that it seizes the trunk. Programming a Tone Marker This Tone Plan marker, T2, references Tone Plan Number 2 in the ARS Call Progress Tone Detection form. This is the tone the system listens for. The tones the system can detect are listed in Detectable Tones on the next page. Usually, only those systems that must detect specific tones, or must insert wait cycles to receive a tone before outpulsing, will need an ARS Call Progress Tone Detection plan If the system detects the tone, it outpulses the digits in the signaling format that the trunk s circuit descriptor specifies, either Loop or DTMF. The possible actions are: -Blank -Outpulse default -Outpulse DTMF -Busy tone and release -Reorder tone and release -Give answer The system waits up to 5 seconds for dial tone from the CO. If the dial tone is not received in this time, the call is released and the caller gets a reorder tone. 19-9

MCD for 3300 ICP Basic Installation and Maintenance Course Detectable Tones Blank NA dial tone mod 120 NA specialized carrier dial tone NA priority ringback UK congestion tone NZ number unobtainable NA precise audible ringback UK precise audible ringback NA busy tone UK busy tone NZ busy tone IT dial tone GE dial tone Speech UK 50 Hz dial tone NA dial tone mod 133 NA reorder tone UL dial tone UK NU tone NZ dial tone NA precise dial tone UK precise dial tone NA audible ringback tone UK audible ringback tone NZ audible ringback tone MA dial tone If you apply Wait for Dial Tone on a trunk, make sure that the trunk is a type that returns dial tone. Most digital E&M trunks and MSDN/DPNSS trunks connecting PBXs in North America do not send a dial tone (Dial Tone on Incoming Seize). If you apply tone detection to these trunks, the Maximum Wait for Tone timer expires and the system takes the programmed Action on Timeout. 19-10 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) Planning and Programming ARS Programming ARS requires careful planning. Use the following diagram and planning sheets to plan your ARS programming. The pyramid diagram represents the programming sequence. Start programming at the bottom and move towards the top. Plan and troubleshoot problems from the top down. 19-11

MCD for 3300 ICP Basic Installation and Maintenance Course 19-12 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) Plan and Troubleshoot Program Forms 19-13

MCD for 3300 ICP Basic Installation and Maintenance Course Lab 1 Local Calls Using ARS In this lab, you will be using the following forms, in this order: Users and Devices > Advanced Configuration > Station Attributes form. Trunks > Analog > Trunk Groups form. Call Routing > Automatic Route Selection (ARS) > ARS Digit Modification Plans form. System Properties > System Feature Settings > Class of Restriction Groups form. Call Routing > Automatic Route Selection (ARS) > ARS Routes form. Call Routing > Automatic Route Selection (ARS) > ARS Digits Dialed form. Call Routing > Automatic Route Selection (ARS) > ARS Leading Digits form. Note Check with the instructor for details on how the CO is being simulated. Reference Help > Contents > System Programming > Initial Configuration > Program Automatic Route Selection Use the supplied planning forms to plan your programming. 19-14 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) Step Task Expected Result 1 Navigate to the Users and Devices > Advanced Configuration > Station Attributes form. 2 Select one of your IP sets and select change. 3 In the Station Attributes change window, enter a desired COR number for day service and another number for night 1 and night 2 service. Select Save. The Station Attributes form is displayed. The set is selected and the Station Attributes change window opens. The CORs are entered, saved, and displayed in the Station Attributes form. 19-15

MCD for 3300 ICP Basic Installation and Maintenance Course Step Task Expected Result 4 Navigate to the Trunks > Analog > Trunk Groups form. The Trunk Groups form is displayed. 5 In the Trunk Groups form, select Add. The Trunk Groups add window opens. 6 In the Trunk Groups add window: Enter a Trunk Group Number. Select the Terminal radio button for the Hunt Mode. Leave the remaining fields at default. The data is entered. 7 Select Save. The data is saved and displayed in the Trunk Groups form. Step Task Expected Result 8 In the Trunk Groups form, select the new trunk group and then select Add Member. 9 Using range programming, and in reverse order, add the analog trunks created in an earlier module. The Trunk Groups add member window opens. The analog trunks are added to the new trunk group. 19-16 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) Step Task Expected Result 10 Navigate to the Call Routing > Automatic Route Selection (ARS) > ARS Digit Modification Plans form. 11 In the ARS Digit Modification Plans form, select a desired Digit Modification number and then select Change. 12 In the Digit Modification change window, enter a one in the Number of Digits to Absorb field. Leave the remaining fields at default. The ARS Digit Modification Plans form is displayed. The Digit Modification number is selected and the Digit Modification change window opens. 13 Select Save. The data is saved and displayed in the ARS Digit Modification Plans form. Step Task Expected Result 14 Navigate to the System Properties > System Feature Settings > Class of Restriction Groups form. 15 In the Class of Restriction Groups form, select a desired Class of Restriction Group number and then select Change. 16 In the Class of Restriction Group change window, enter the sets COR number for day service. Then select Save. The Class of Restriction Groups form is displayed. The Class of Restriction Group number is selected and the Class of Restriction Group change window opens. The day service COR number is entered, the data is saved and displayed in the Class of Restriction Groups form. 19-17

MCD for 3300 ICP Basic Installation and Maintenance Course Step Task Expected Result 17 Navigate to the Call Routing > Automatic Route Selection (ARS) > ARS Routes form. 18 In the ARS Routes form, select a desired Route number and then select Change. It is recommended to use the same number as the COR Group number that will be used. 19 In the Route change window: Select TDM Trunk Group from the Routing Medium drop-down menu. Enter the Trunk Group Number previously programmed. Enter the COR Group Number previously programmed. Enter the Digit Modification Number previously programmed. Leave the Digits Before Outpulsing filed blank. Select PSTN Access Via DPNSS from the Route Type drop-down menu. Select Save. The ARS Routes form is displayed. The Route number is selected and the Route change window opens. The data is entered, saved, and displayed in the ARS Routes form. 19-18 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) Step Task Expected Result 20 Navigate to the Call Routing > Automatic Route Selection (ARS) > ARS Digits Dialed form. The ARS Digits Dialed form is displayed. 21 Select Add. The ARS Digits Dialed add window opens. 22 In the ARS Digits Dialed add window: In the Digits Dialed field, enter the digits to dial to access the routing information. Select the number of digits needed to complete the number in the Number of Digits to Follow drop-down menu. Select Route from the Termination Type drop-down menu. Enter the Route number previously programmed. Select Save. Program additional Digits Dialed as needed. The data is entered, saved, and displayed in the ARS Digits Dialed form. 19-19

MCD for 3300 ICP Basic Installation and Maintenance Course Step Task Expected Result 23 Navigate to the Call Routing > Automatic Route Selection (ARS) > ARS Leading Digits form. 24 Select the Leading Digit 9 entry and then select Change. 25 In the ARS Leading Digit change window: Select Yes from the Second Dial Tone drop-down menu, Enter the COR Group Number previously programmed. Select Save. The ARS Leading Digits form is displayed. The Leading Digit 9 entry is selected and the ARS Leading Digit change window opens. The data is entered, saved, and displayed in the ARS Leading Digits form. 19-20 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) Step Task Expected Result 26 Test the programming by dialing the digits that were programmed. 27 Type DGT TRACE <digit string dialed> in the command window. A CO trunk can be accessed. The ARS digits and the route are displayed in the Response window. Step Task Expected Result 28 Use SMDR to verify your programming, what trunk is used, and what is outpulsed to the CO. The telnet window displays the information. Note The call must be completed to see the SMDR records. 19-21

MCD for 3300 ICP Basic Installation and Maintenance Course Lab 2 Emergency Calls Using ARS In this lab, you will be using the following forms, in this order: Call Routing > Automatic Route Selection (ARS) > ARS Routes form. Call Routing > Automatic Route Selection (ARS) > ARS Digits Dialed form. Call Routing > Automatic Route Selection (ARS) > ARS Digit Modification Plans form. System Properties > System Feature Settings > Class of Restriction Groups form. Caution Always allow all desktop devices to dial emergency numbers. The COR Group number used for the emergency routes must not contain any COR numbers. Note Check with the instructor for details on how the CO is being simulated. Reference Help > Contents > System Programming > Initial Configuration > Programming Automatic Route Selection Use the supplied planning forms to plan your programming. 19-22 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) Step Task Expected Result 1 Navigate to the Call Routing > Automatic Route Selection (ARS) > ARS Routes form. 2 In the ARS Routes form, select an available Route number and then select Change. It is recommended to use the same number as the COR Group number that will be used, and that COR Group number must not contain any CORs. 3 In the Route change window: Select TDM Trunk Group from the Routing Medium drop-down menu. Enter the Trunk Group Number previously programmed. Enter the COR Group Number that contains no COR numbers. Enter a Digit Modification Number that absorbs no digits. Leave the Digits Before Outpulsing filed blank. Select Emergency from the Route Type drop-down menu. Select Save. The ARS Routes form is displayed. The Route number is selected and the Route change window opens. The data is entered, saved, and displayed in the ARS Routes form. 19-23

MCD for 3300 ICP Basic Installation and Maintenance Course Step Task Expected Result 4 Select another available Route number and then select Change. It is recommended to use the same number as the COR Group number that will be used, and that COR Group number must not contain any CORs. 5 In the Route change window: Select TDM Trunk Group from the Routing Medium drop-down menu. Enter the Trunk Group Number previously programmed. Enter the COR Group Number that contains no COR numbers. Enter the previously programmed Digit Modification Number that absorbs one digit. Leave the Digits Before Outpulsing filed blank. Select Emergency from the Route Type drop-down menu. Select Save. The Route number is selected and the Route change window opens. The data is entered, saved, and displayed in the ARS Routes form. 19-24 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) Step Task Expected Result 6 Navigate to the Call Routing > Automatic Route Selection (ARS) > ARS Digits Dialed form. 7 Add the following: 911, absorbing no digits. 9-911, absorbing one digit. Digits to Follow must be zero. The ARS Digits Dialed form is displayed. 911 and 9911 digit strings are added. 9911 is added just in case an emergency caller tries to dial a 9 to access a CO trunk. 19-25

MCD for 3300 ICP Basic Installation and Maintenance Course Step Task Expected Result 8 Test the programming by dialing 911 and 9911 on your sets. 9 Type DGT TRACE <digit string dialed> in the command window. A CO trunk can be accessed. The Attendant Console should ring. The ARS digits and the route are displayed in the Response window. Step Task Expected Result 10 Use SMDR to verify your programming, what trunk is used, and what is outpulsed to the CO. The telnet window displays the information. Note The call must be completed to see the SMDR records. 19-26 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) Calling Privileges There are usually different levels of calling privileges within an organization, from the executive level who may call almost anywhere, to sales who may be permitted to call anywhere on the continent, and so on, down to those phones restricted to make no external calls. In the system, every device within the database that can dial requires a COR number, which is assigned: To a device in the Station Attributes form. To trunks in the Trunk Attributes form. To restrict a device from making an external call, the device s COR number is assigned to the COR Group associated with the restricted route. The following figure represents a general hierarchy of restrictions, with the center being the least restrictive and the outer circles the most restrictive. 19-27

MCD for 3300 ICP Basic Installation and Maintenance Course For example, if it is necessary to restrict directory number 1005 from calling a long distance number, perform the following steps: 1. In the ARS Digits Dialed form, determine which route is used in order to call long distance within North America. The figure shows Route 2. 2. In the ARS Routes form, verify which Class of Restriction Group is used by Route 2. The figure shows COR group 2. 3. In the Station Attributes form, determine the COR number for extension 1005. The figure shows COR number 7. 4. In the COR Groups form, program COR number 7 into the COR group 2. This will restrict extension 1005 from making the long distance call. 19-28 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) Routes, COR Groups, and COR Numbers The diagram shows the relationship between routes, COR Groups, and COR numbers. Route 1 restricts calls from users with COR number 1, which is the only member in COR Group 1. Route 2 allows all calls because there are no COR numbers in the COR Group associated with Route 2. An example of this is emergency numbers. Route 7 restricts calls from all users with COR number 1, 2, 3, 4, and 5, which are all members in COR Group 7. We use this in our example ARS program to block calls to 1-900 numbers. Route 1 uses COR Group 1 COR Group 1 Phones with any COR Number other than COR 1 may use Route 1. 1 COR Group 1 contains COR number 1. Route 2 uses COR Group 2 Phones with any COR Number may use Route2. COR Group 2 COR Group 2 contains no COR numbers. Route 7 uses COR Group 7 COR Group 7 restricts all users from using this route. COR Group 7 1, 2, 3, 4, & 5 COR Group 7 contains COR numbers 1, 2, 3, 4 and 5. 19-29

MCD for 3300 ICP Basic Installation and Maintenance Course COR Planner The COR planning table lists: Call types that are created in the ARS Planner Example sheet, listed down the left column Various types of users and assigned COR numbers, listed in the center column COR numbers placed into COR Groups, listed in the right column To use the planner, follow each call type across the table and restrict the COR numbers that do not have calling privileges for that call type. Notice that you can observe the restrictions imposed on any COR number by the entries in its column. User Call Type No Access Lobby Phones Junior Staff Senior Staff Executive/ Attendant COR Groups Required (COR Groups form) COR1 COR2 COR 3 COR 4 COR 5 (ARS Digits Dialed form) COR # (Station Attributes form) Grp: Members 9+Local R 1: 1 9+11 2: 9+911 3: 9+611 R R R R 4: 1-4 9+411 R R R 5: 1-3 9+0 (Telco) R R R R 6: 1-4 9+1-900 R R R R R 7: 1-5 9+1+Long Distance R R R 8: 1-3 9+011 R R R R 9: 1-4 9+1+212, 904, 907 R R 10: 1,2 9+1-900-592-2122 (Tech support) 9+839-1412 (Radio contest line) R R 11: 1,2 R R R R 12: 1-4 9+1-800 R R R R 13: 1-4 19-30 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) COR Group Planner To assign these privileges to specific phones, use the Station Attributes form, User and Device Configuration form, or User and Device Attributes form. The system operates in one of three modes, Day, Night1, or Night2. The attendant puts the system in day mode during normal business hours, night1 mode after normal business hours, and perhaps night2 during the late night hours. A phone can be assigned different external calling privileges in each of these modes. The Station Attributes form is shown below. 19-31

MCD for 3300 ICP Basic Installation and Maintenance Course Preventing Toll Fraud This section provides some examples of how to minimize toll fraud by internal users and external callers. They highlight areas, which, if not programmed correctly, can allow unauthorized toll access. Note More information can be found in the Technical Knowledge Base on the MOL web site. Mitel disclaims any express or implied warranty that its equipment is technically immune from or prevents fraudulent intrusion into, or unauthorized use of, its telecommunications system, including its interconnection to the long distance network. Caution Mitel strongly recommends that PBX owners and/or the service personnel, program an appropriate COR to all system ports to control external dialing capabilities through Station Ports, Voice Mail Ports, DISA Trunks and all Dial- In-Trunks. This approach has proven effective in implementing a system that minimizes the occurrence of toll fraud. The 3300 ICP ESM forms are designed to offer a very flexible and highly customized programming structure and must be carefully programmed to prevent users from defeating your toll restriction plan. Types of Telephone Fraud External fraud is possible on systems using any combination of Direct Inward System Access (DISA) and/or Dial-in Trunks integrated with Auto Attendant or peripheral interfaced Auto Attendant/Voicemail and RAD groups. Internal fraud is possible if employees are using External Call Forward, Trunk-to-Trunk Connection Without Third Party, and 1-800 and 1-900 numbers. ARS programming using COR group assignments is the only proper way to minimize toll fraud. It is very important that only employees who require toll access be given telephone privileges. For example, a lobby telephone would be denied toll access unless it is authorized through attendants. COS options should be controlled with: Individual Trunk Access, which will bypass all ARS and COR restrictions Public Network to Public Network Connection Allowed, to allow trunks to be connected together without a third party Call Forwarding (External Destination), to allow extension users to forward their telephone to external trunks. 19-32 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) 800-numbers are traditionally free calls, but some COS can allow the reversal of 800-charges. So it may be necessary that programmers designate 800-calls as toll calls for the company. 900-numbers and any information service calls should be COR-restricted from all users except those who require access for their job function. SMDR can be used to track internal users and control their calls, which is a deterrent for toll abuse by internal callers. It is important to note that System Speed Calls be subject to toll control. Access to system speed calls should be controlled through the System Speed Calls form, where toll control can be enabled. It is also important to note that Speed Call via the keys located on a set will be subject to toll control only if the set is COR restricted. Note Speed Calls are discussed in a later module. In most applications, users are allowed to access 911 without restriction. The DISA-trunk automated attendant, which allows the transfer to an external call, should be considered to be COR-restricted from dialing 911 to avoid any possibility of abuse from this source. ARS Digit String ARS digit-string entries are the heart of every toll-control plan and should be analyzed very closely. It is extremely important that the programmer clearly understands which digit-string entries the system will find to be the closest match to the digit string dialed. What ARS finds to be the closest match will not always be the same digit-string entry that the programmer intended the dialed digits to match. 19-33

MCD for 3300 ICP Basic Installation and Maintenance Course Example #1 A programmer expects that users dialing 901 would access route 2 only and that those dialling 90 would access route 1. ARS Leading Digits Form ARS Digits Dialed Form Leading Digit Second Dial Tone COR Group Number Digits Dialed Number of Digits to Follow Termination Type 9 Yes 90 Unknown Route 1 9 Yes 901 Unknown Route 2 Termination Number Generally, the programming works, but there is a chance that users may be able to beat the system by making a 901 call via route 1, with no SMDR record. Users dial 90, wait for the inter-digit timer to expire, and then dial 1. After the inter-digit time-out, the closest match to the digit string dialed is 90. The system then dials 0 via route 1 and connects the station directly to the CO trunk with no further toll control. Digits dialed after the interdigit time-out will not be captured in the SMDR. To prevent the system from accessing the undesired route, the Digits Dialled should be programmed to avoid non-unique match or ambiguous entries, as shown below. 9-0 calls, with no further digits dialed, will be blocked because there is no match in the Digits Dialed field after the inter-digit time-out. ARS Leading Digits Form ARS Digits Dialed Form Leading Digit Second Dial Tone COR Group Number Digits Dialed Number of Digits to Follow Termination Type 9 Yes 901 Unknown Route 2 9 Yes 902 Unknown Route 1 9 Yes 903 Unknown Route 1 9 Yes 904 Unknown Route 1 9 Yes 905 Unknown Route 1 9 Yes 906 Unknown Route 1 9 Yes 907 Unknown Route 1 9 Yes 908 Unknown Route 1 9 Yes 909 Unknown Route 1 9 Yes 900 Unknown Route 1 Termination Number Note The selection of Alternate second dial tone is not designed for N.A. operation. 19-34 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) COR Groups The COR Groups form is used to gather COR numbers into groups to enforce toll restriction. A COR group number, not a COR number, is assigned to the ARS Routes form in ARS programming. The following examples show how to restrict internal, local, and long distance calls, using COR. Note These examples do not imply that ARS should be programmed this way. Example #2 - No Restriction from the Leading Digit 9 Not all stations are COR-restricted from the leading digit 9. The entry 0-9 is intended to pick up all local and long-distance calls, leaving the customer open to all long-distance calls and potentially to a very high telephone bill. The following should not be a typical ARS program because it does not provide any toll-control protection. ARS Leading Digits Form ARS Digits Dialed Form Leading Digit Second Dial Tone COR Group Number Digits Dialed Number of Digits to Follow Termination Type 9 Yes 90 Unknown Route 1 9 Yes 91 Unknown Route 1 9 Yes 92 Unknown Route 1 9 Yes 93 Unknown Route 1 9 Yes 94 Unknown Route 1 9 Yes 95 Unknown Route 1 9 Yes 96 Unknown Route 1 9 Yes 97 Unknown Route 1 9 Yes 98 Unknown Route 1 9 Yes 99 Unknown Route 1 Termination Number 19-35

MCD for 3300 ICP Basic Installation and Maintenance Course Example #3 - Internal Restriction All stations and trunks with COR defined in COR group 2 will be restricted from the leading digit 9. Certain stations and trunks are restricted from accessing the local and long-distance network. A typical application for this ARS program is on a lobby phone that has numerous users. In the Station Attributes form: Directory Number Intercept COS COR Number Day Night1 Night2 Day Night1 Night2 1000 1 1 1 1 3 3 3 1001 1 1 1 1 3 3 3 1002 1 1 1 1 5 5 5 1003 1 1 1 1 1 1 1 1004 1 1 1 1 1 1 1 Default Account Code In the COR Groups form: COR Group Number COR for Group 1 2 3, 4, and 5 3 4 6 through 64 ARS Leading Digits Form ARS Digits Dialed Form Leading Digit Second Dial Tone COR Group Number Digits Dialed Number of Digits to Follow Termination Type 9 No 2 90 Unknown Route 1 9 No 2 91 Unknown Route 1 9 No 2 92 Unknown Route 1 9 No 2 93 Unknown Route 1 9 No 2 94 Unknown Route 1 9 No 2 95 Unknown Route 1 9 No 2 96 Unknown Route 1 9 No 2 97 Unknown Route 1 9 No 2 98 Unknown Route 1 9 No 2 99 Unknown Route 1 Termination Number 19-36 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) Example #3 - Long-Distance Call Restriction All stations with COR numbers 3, 4 or 5 in COR group 2 will be restricted from longdistance 0 and 1 calls. In this set-up, all extensions have access to the local network, but only selective extensions will have access to the toll network. In the Station Attributes form, DNs 1000, 1001, and 1002 have been COR restricted in day and night service: Directory Number Intercept COS COR Number Day Night1 Night2 Day Night1 Night2 1000 1 1 1 1 3 3 3 1001 1 1 1 1 3 3 3 1002 1 1 1 1 5 5 5 1003 1 1 1 1 1 1 1 1004 1 1 1 1 1 1 1 Default Account Code In the COR Groups form: COR Group Number 1 COR for Group 2 3, 4, and 5 3 4 6 through 64 In the ARS Routes form, the route number that is to be COR-restricted should be assigned a COR Group Number that contains the COR Number. Route Number Trunk Group Number COR Group Number Digit Modification Number Digits Before Outpulsing XNET Trunk Group Number Route Type Compression 1 1 1 1 2 1 2 1 3 1 3 1 19-37

MCD for 3300 ICP Basic Installation and Maintenance Course In the ARS Leading Digits form, the system is programmed so that leading digits 0 and 1 take route 2, restricting any member in COR group 2 from accessing route 2. ARS Leading Digits Form ARS Digits Dialed Form Leading Digit Second Dial Tone COR Group Number Digits Dialed Number of Digits to Follow Termination Type 9 No 4 90 Unknown Route 2 9 No 4 91 Unknown Route 2 9 No 4 92 Unknown Route 1 9 No 4 93 Unknown Route 1 9 No 4 94 Unknown Route 1 9 No 4 95 and up Unknown Route 1 Termination Number Example #4 Maximum Digits To further secure the restriction level shown in Example 3, limit the maximum digits able to be dialed on a trunk by a station. These limits are defined below. All stations with COR numbers 3, 4, and 5 cannot dial more than 10 digits against the COR, including leading digit 9. With this level of security, whether stations with a COR of 2 and 3 are COR-restricted from accessing route 2 or not, they will be prevented from making long-distance calls because they cannot dial more than 10 digits. Note This example does not apply to areas where users must dial an area code to make a local call. In the ARS Maximum Dialed Digits form: COR Number of Digits Allowed 1 Unlimited 2 10 3 10 4 Unlimited 19-38 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) Trunk CORs All dial-in-trunks including DISA, TIE, DID and ISDN should be considered for COR restriction. If these dial-in-trunks are accessible by external users, then these trunks should be treated like an extension and should only be allowed certain privileges. If we follow this rule then the trunk attributes would have the following set up. Based on the above ARS programming, once COR restriction is applied to trunk service number 1 and 2, any trunk assigned to either service number will be restricted from placing longdistance calls beginning with 0 or 1. If possible, the programmer should also limit the maximum number of digits to be dialed on another trunk. Example #1 DISA Trunk Attributes Form Trunk service number: 1 Release Link trunk: Class of Service: 1 Class of Restriction: 3 Baud Rate: Intercept Number: 1 Non-Dial-in Trunk Answer Point: Day: 300 Non-Dial-in Trunk Answer Point: Night1: 300 Non-Dial-in Trunk Answer Point: Night2: 300 Dial Trunks Incoming Digit Modification: Absorb Dial Trunks Incoming Digit Modification: Insert Trunk Label: DISA Example #2 TIE/ISDN Trunk Attributes Form Trunk service number: 2 Release Link trunk: Class of Service: 1 Class of Restriction: 3 Baud Rate: Intercept Number: 1 Non-Dial-in Trunk Answer Point: Day: Non-Dial-in Trunk Answer Point: Night1: Non-Dial-in Trunk Answer Point: Night2: Dial Trunks Incoming Digit Modification: Absorb 0 Dial Trunks Incoming Digit Modification: Insert Trunk Label: TIE/ISDN 19-39

MCD for 3300 ICP Basic Installation and Maintenance Course Example #3 DID Trunk Attributes Form Trunk service number: 3 Release Link trunk: Class of Service: 1 Class of Restriction: 1 Baud Rate: Intercept Number: 1 Non-Dial-in Trunk Answer Point: Day: Non-Dial-in Trunk Answer Point: Night1: Non-Dial-in Trunk Answer Point: Night2: Dial Trunks Incoming Digit Modification: Absorb 0 Dial Trunks Incoming Digit Modification: Insert Trunk Label: DID DISA and Dial-In Trunks DISA presents the greatest potential for abuse by external callers. Two levels of security can be provided by restricting the COR and COS of the DISA trunk from making external calls unless a Verified Account Code is dialed after the DISA access code. The Verified Account Code changes the COR and COS of the normally-restricted DISA trunk, allowing external access for legitimate users. The use of 12-digit account codes results in the greatest number of possible account-code combinations and presents the greatest deterrent for system abuse. All dial-in trunks must be COR restricted from directly placing external calls. In most applications, only a limited number of digit strings will ever be dialed inward on E&M or DID trunks, but it is important to be aware that these trunks can directly access ARS. It is very important to note that if the system is programmed to allow users to call into the switch and then call back out, no matter how complex the dialing process is, maximum protection from fraudulent calls cannot be achieved without the implementation of COR, COS, and Independent Account Codes against the incoming trunk, with the provision that there can be no guarantees when dealing with fraudulent behavior. If DISA is only used to call internal extensions, then Interconnect Restrict the DISA trunk from all outgoing trunks. When enabling COS options, caution should be given to Individual Trunk Access and Independent Account Codes. COR assignments must be enabled for dial-in trunks. Forced Account codes must be used wherever possible and the maximum account code digit string length should be used. The maximum number of digits dialed, which is defined by COR, should also be considered. Trunk protocol errors can be encountered during the release state initiated by the PBX, resulting in toll fraud. These errors occur when the internal PBX port hangs up, but the external party stays off-hook longer than the Release Acknowledge Timer, as programmed in the trunk s Circuit Descriptor on the PBX, and shorter than the release timer of the CO equipment. The PBX treats this as a new call, opening the door for hackers. 19-40 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) Caution The appropriate COR and COS must be programmed against the incoming trunks as described here to minimize toll fraud. In addition, the trunk circuit descriptor can be adjusted for proper trunk protocol handling with the Telco by increasing the Release Acknowledge Timer to a value that exceeds that of the release timer of the CO equipment. System Access Points Form The DISA directory number is programmed in the System Access Points form. The two types of DISA assignments are: DISA without account codes. DISA with forced account codes. DISA Directory Number If the installer programs the section DISA Directory Number, then anybody dialing this number will receive DISA dial tone and can access any ARS without dialing an account code. This is dangerous if this is the trunk answer point and the trunk is not COR restricted. Let s assume that the DISA trunk is COR-restricted and cannot access any toll trunks, and the DISA trunk is not forced to dial account codes. If legitimate users access the DISA trunk, they would dial the feature access code for the account code, which can be up to four digits in length and can include * and #, and then the independent account code, which can be up to 12 digits in length. When the proper account code is entered, it changes the COR and allows a toll call. So an authorized caller is required to dial up to 16 digits, including a feature access code, before making a toll call. This does not prevent hackers from breaking in, but it makes it more difficult. Note The DISA trunk will only allow three attempts at the correct password. After that, the user will be restricted from dialing any more digits until the next time the trunk is accessed. DISA Forced Account Code If the installer programs the section DISA Forced Account Code - Directory Number, the system will force an account code, but the feature access code for the account code is not required. This account code would be programmed in the Independent Account Codes form. The longer the account code is, the more difficult it is to break in. In this form, the system can also control the COS and COR of the DISA trunk. The COS of both the DISA trunk and the Independent Account Codes should have limited options. For example, it should not have the option of Individual Trunk Access. If this option is enabled, the DISA trunk will be able to access trunks and override all toll restrictions. It is very important that caution be exercised when assigning a COS to a DISA trunk and to an Independent Account Code. 19-41

MCD for 3300 ICP Basic Installation and Maintenance Course If a customer wishes to make it more difficult for the DISA trunk to access the ARS network, then the COS for that account code could force a user to enter yet another account code, thus adding more digits for the user to dial. For example, a user accesses the DISA and receives dial tone. The system is set up for a 12-digit account code. The user dials 057912543349 and receives a second dial tone. The COS in the Independent Account Code form forces the user to enter a second account code, so the user must now dial the same 12-digit account code or a different code. This creates a total of 24 digits that the DISA user must dial to access the toll network. 19-42 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) Lab 3 Restricting Numbers Using ARS In this lab, you will be using the following forms: Users and Devices > Advanced Configuration > Station Attributes form. System Properties > System Feature Settings > Class of Restriction Groups form. Call Routing > Automatic Route Selection (ARS) > ARS Digits Dialed form. Note Check with the instructor for details on how the CO is being simulated. Reference Help > Contents > System Programming > Initial Configuration > Programming Automatic Route Selection Use the supplied planning forms to plan your programming. An example of this lab is shown. Step Task Expected Result 1 Plan the data that you need to make the following calls work with no restrictions. Service Calls 611 in NA Directory Information 411 in NA Telco Operator 900/090 Pay Premium Long Distance 1 - any ten digits in NA In-area long distance 1- your local area code in NA International calls 011 in NA Mitel overseas 011 44 1291430000 in NA Specific Area Codes 212, 904, 907 in NA Mitel Technical Support Calls 1-900-592-2122 in NA Radio Station Contest Line 839-1412 in NA Toll free calls 1-800 (or 888) + 7 digits in NA 2 Use the DGT TRACE <digit string dialed> command to verify that the correct digits are passed to the CO and the correct route is being used. 3 Complete your ARS programming and verify that: Using sets with permission, calls reach the CO trunk. Using sets with restrictions, calls denied. The planning sheet is completed. The dialed digits and the route are displayed in the response field. Calls can be made or calls are denied. 19-43

MCD for 3300 ICP Basic Installation and Maintenance Course Call Type Attendant and Executive 1000/1001 Managers 1002 Customer Service 1003 Worker Bees 1004 Lobby 1005 COR Groups in COR Groups form ARS Digits Dialed form COR1 COR2 COR 3 COR 4 COR 5 COR # in Station Attributes form Grp: Members 911 1 9+911 1 9+611 R R R R 2 2-5 9+411 R R R 3 3-5 9+0 R R R R 2 2-5 9+1+900+7 digits R R R R R 4 1-5 9+1+10 digits R 5 5 9+1+480+7 digits R 5 5 9+011+ Any # of digits R R R R 2 2-5 9+011441291430000 R 5 5 9+1+212+7 digits 1 9+1+904+7 digits 1 9+1+907+7 digits 1 9+1+9005922122 R 5 5 9+8391412 R R R R 2 2-5 9+1+800+7 digits 1 9+1+888+7 digits 1 19-44 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) 19-45

MCD for 3300 ICP Basic Installation and Maintenance Course Questions For these questions, please refer to the table in the COR Planner section above. 1. Who can call 9-839-1412? 2. Which users are in COR Group 3? 3. Why are there no users in COR Group 2, used for 911 and 9911? 4. Which COR Groups has all users restricted? 5. Which area codes can a worker bee employee call? 6. The Tech support line 1-900-592-2122 has changed its number to 1-900-592-2123. What is the next matched route for this new number? Who can reach them now? Which extension(s) are never permitted to make long distance calls? 19-46 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) In the following five scenarios, an extension user dials an external directory number. Predict what the system will do with the call based on the ARS Planner sheet. 7. Extension 1400 dials 9-4 7 7-1 9 2 8. Use the completed programming forms in the ARS Planner sheet and the ADDITIONAL INFORMATION listed below to answer the next questions. ADDITIONAL INFORMATION: Operational Mode: DAY mode Busy Trunks: 4,5,7-9 What is outpulsed in this scenario? a. Nothing, no trunks available for this call b. Nothing, call is blocked by system c. 4 7 7 d. 1 4 7 7 1 9 2 8 e. 9 1 4 7 7 1 9 2 8 f. 9 4 7 7 1 9 2 8 g. 4 7 7 1 9 2 8 h. 4 0 9 5 2 4 9 1 1 8 Which trunk will be used for the call made in this scenario? a. No trunk used; no trunks available for this call b. No trunk used; call is blocked by system c. Trunk 5 d. Trunk 6 e. Trunk 7 f. Trunk 10 19-47

MCD for 3300 ICP Basic Installation and Maintenance Course 8. Extension 1000 dials 9 1800 361 7185. Use the completed programming forms in the ARS Planner sheet and the ADDITIONAL INFORMATION listed below to answer the next questions. ADDITIONAL INFORMATION: Operational Mode: Day Mode Busy Trunks: 10 12 What is outpulsed in this scenario? a. Nothing, no trunks available for this call b. Nothing, call is blocked by system c. 1 8 0 0 3 6 1 7 1 8 5 d. 9 1 8 0 0 3 6 1 7 1 8 5 e. 1 5 2 4 9 1 1 8 f. 4 0 9 5 2 4 9 1 1 8 g. 1 4 0 9 5 2 4 9 1 1 8 h. 9 1 4 0 9 5 2 4 9 1 1 Which trunk will be used for the call made in this scenario? a. No trunk used; no trunks available for this call b. No trunk used; call is blocked by system c. Trunk 7 d. Trunk 8 e. Trunk 9 f. Trunk 10 g. Trunk 11 h. Trunk 12 19-48 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) 9. Extension 1800 dials 9 1405 661 7138. Use the completed programming forms in the ARS Planner sheet and the ADDITIONAL INFORMATION listed below to answer the next questions. ADDITIONAL INFORMATION: Operational Mode: Day Mode Busy Trunks: 4 7 and 10 12 What is outpulsed in this scenario? a. Nothing, no trunks available for this call b. Nothing, call is blocked by system c. 9 1 4 0 5 6 6 1 7 1 3 8 d. 1 4 0 5 6 6 1 7 1 3 8 e. 9 4 0 9 5 2 4 9 1 1 8 f. 5 2 4 9 1 1 8 g. 1 7 0 5 5 2 4 9 1 1 8 h. 0 3 0 1 1 Which trunk will be used for the call made in this scenario? a. No trunk used; no trunks available for this call b. No trunk used; call is blocked by system c. Trunk 4 d. Trunk 7 e. Trunk 9 f. Trunk 10 g. Trunk 11 h. Trunk 12 19-49

MCD for 3300 ICP Basic Installation and Maintenance Course 10. Extension 1900 dials 9 1 776 3865. Use the completed programming forms in the ARS Planner sheet and the ADDITIONAL INFORMATION listed below to answer the next questions. ADDITIONAL INFORMATION: Operational Mode: Night Mode 1 Busy Trunks: 4 8 What is outpulsed in this scenario? a. Nothing, no trunks available for this call b. Nothing, call is blocked by system c. 1 7 7 6 3 8 6 5 d. 7 7 6 3 8 6 5 e. 9 1 7 7 6 3 8 6 5 f. 3 0 1 1 g. 5 2 4 9 1 1 8 h. 9 1 4 0 Which trunk will be used for the call made in this scenario? a. No trunk used; no trunks available for this call b. No trunk used; call is blocked by system c. Trunk 4 d. Trunk 5 e. Trunk 9 f. Trunk 10 g. Trunk 11 h. Trunk 12 19-50 Automatic Route Selection_rev6.doc

Automatic Route Selection (ARS) 11. Extension 1700 dials 916184471234. Use the completed programming forms in the ARS Planner sheet and the ADDITIONAL INFORMATION listed below to answer the next questions. ADDITIONAL INFORMATION: Operational Mode: Night Mode 2 Busy Trunks: 4 8 What is outpulsed in this scenario? a. Nothing, no trunks available for this call b. Nothing, call is blocked by system c. 9 6 1 8 4 4 7 1 2 3 4 d. 1 6 1 8 4 4 7 1 2 3 4 e. 6 1 8 4 4 7 1 2 3 4 f. 4 4 7 1 2 3 4 g. 3 0 1 1 h. 8 4 4 7 1 2 3 4 Which trunk will be used for the call made in this scenarion a. No trunk used; no trunks available for this call b. No trunk used; call is blocked by system c. Trunk 7 d. Trunk 8 e. Trunk 9 f. Trunk 10 g. Trunk 11 h. Trunk 12 19-51

MCD for 3300 ICP Basic Installation and Maintenance Course 19-52 Automatic Route Selection_rev6.doc