MITEL COMMUNICATIONS DIRECTOR (MCD)

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

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. 2012 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

MCD Advanced Installation and Maintenance Lab Workbook Table of Contents Module 1: LAN, WAN, and L2 Switch Connections on the 3300 ICP...1-1 Lab 1 LAN, WAN and Layer 2 Switch Connections...1-1 Module 2: MSDN/DPNSS Trunks...2-1 Lab 1 MSDN/DPNSS Programming...2-1 Module 3: IP Networking...3-1 Lab 1A Programming an IP Network Using Two MCDs Per Lab Station...3-1 Lab 1B Programming an IP Network Using Other Classroom Lab Stations...3-5 Lab 2 Programming Direct IP Routing Using Two MCDs Per Lab Station...3-10 Module 4: Session Initiation Protocol (SIP)...4-1 Lab 1 Configuring a Generic IP Phone for SIP...4-1 Lab 2A Configuring SIP Trunks Using Two MCDs Per Lab Station...4-3 Lab 2B Configuring SIP Trunks Using Other Classroom Lab Stations...4-5 Module 5: Emergency Services Management...5-1 Lab 1 Programming and Review of Emergency Services Management Information...5-1 Module 6: MCD Advanced Embedded Voice Mail...6-1 Lab 1 Programming the MLAA...6-1 Lab 2 Record-A-Call...6-3 Lab 3 - Forward to E-Mail...6-4 Module 7: Automatic Call Distribution (ACD)...7-1 Lab Planner...7-1 Lab 1 Making Voice Mail Ports Available for RAD Greetings...7-4 Lab 2 Programming a Class of Service for RAD Greetings...7-4 Lab 3 Recording the RAD Greetings...7-5 Lab 4 Assigning RAD Greetings to RAD Greeting Sets...7-6 Lab 5 Assigning the RAD Greeting Sets to RAD Greeting Ports...7-6 Lab 6 Testing the RAD Greetings...7-7 Lab 7 Programming a RAD Hunt Group...7-8 Lab 8 Verifying Feature Access Codes (Optional)...7-9 Lab 9 Creating Classes of Service...7-9 Lab 10 Programming Phones for ACD (Optional)...7-10 Lab 11 Creating Traditional Agents (Optional)...7-11 Lab 12 Preparing the System for Hot Desk ACD Agents...7-12 Lab 13 Creating Hot Desk ACD Agents...7-13 Lab 14 Converting Traditional ACD Agents to Hot Desk ACD Agents (Optional)...7-14 Lab 15 Creating ACD Agent Skill Groups...7-15 Lab 16 Creating ACD Paths...7-16 Programming Progress...7-17 Lab 17 Testing Basic ACD Functions...7-18 Lab 18 Using Make Busy on Login (Optional)...7-20 Lab 19 Programming Make Busy Walk Away Codes (Optional)...7-21 Lab 20 Programming ACD Agent Auto Logout (Optional)...7-22 Lab 21 Setting the Path Unavailable Answer Point...7-23 Lab 22 Removing Agent Auto Log Out (Optional)...7-24 Lab 23 Setting Generic Group Alerts (Optional)...7-25 Lab 24 Setting Specific Group Alerts (Optional)...7-27 Programming Progress...7-29 i

MCD Advanced Installation and Maintenance Course Lab 25 Setting Up a Path Priority (Optional)...7-30 Lab 26 Programming for Group Presence...7-31 Lab 27 Using ACD Skill-Based Routing...7-32 Lab 28 Programming a Dial Out (Optional)...7-33 Lab 29 Programming an Overflow Group...7-37 Lab 30 Programming a Path Interlow...7-38 Programming Progress...7-39 Lab 31 Setting Predictive Overflow (Optional)...7-40 Lab 32 Programming a Gate (Optional)...7-42 Lab 33 Programming an ACD Express Groups...7-42 Lab 34 Viewing SMDR Event Records (Optional)...7-43 Lab 35 Using Maintenance Commands (Optional)...7-44 Module 8: System Data Synchronization (SDS)...8-1 Lab 1A Share System Data Using Two MCDs Per Lab Station...8-1 Lab 1B Share System Data Using Other Classroom Lab Stations...8-3 Lab 2A Create a New Administrative Group Using Two MCDs Per Lab Station...8-5 Lab 2B Create a New Administrative Group Using Other Classroom Lab Stations...8-6 Lab 3 Using Application Reach-Through...8-7 Module 9: Clusters in a Voice Network...9-1 Lab 1A Creating a Cluster Using Two MCDs Per Lab Station...9-1 Lab 1B Creating a Cluster Using Other Classroom Lab Stations...9-4 Lab 2 Program a Local-Only Directory Number...9-7 Module 10: Integrated Directory Services (IDS)...10-1 Lab 1 Implementing IDS on MCD...10-1 Module 11: Resiliency...11-1 Lab 1 Program A Resilient Device...11-1 Module 12: Bandwidth Management...12-1 Lab 1 Switching Zones...12-1 Lab 2 Installing the IP Phone Analyzer...12-2 Lab 3A Programming Bandwidth Management Using Two MCDs Per Lab Station...12-3 Lab 3B Programming Bandwidth Management Using Other Classroom Lab Stations...12-5 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

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

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

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

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

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

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

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

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

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 1001. 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

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

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

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

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

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

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

IP Networking Use the following planning tool. 3-7

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

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

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

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

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 0.0.0.0 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 www.counterpath.com. 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

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 > Voicemail and: Check the Check for Voicemail box. Enter sip:xxxx@<controller IP Address>, where xxxx is the voicemail hunt group number. Check the Send Calls to Voicemail 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 voicemail. 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 voicemail 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

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

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 902073511100 To call in to your system use the number shown on the wall. For example for London dial 0207357XXXX 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

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

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: 9 770 12L + 4 digits, where L = lab Number 6 Test the programming by calling your lab phones via the SIP trunk. Dial 9 770 12L XXXX Where L=Lab Number and XXXX =Extension For example, to call Lab 1, extension 1004, dial: 9 770 121 1004 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

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

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

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

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

MCD Advanced Installation and Maintenance Course Lab 3 - Forward to E-Mail Step Task Expected Result 1 Check with your instructor who will provide the IP address of the classroom e-mail server. 2 Specify the IP address for your e-mail server in the System Options form. 3 Configure Forward to E-mail parameters as follows: Activate the feature Specify your e-mail 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 e-mail inbox. 6 Open your e-mail 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

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 1600. 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 10 001 002 004 1 11 005 004 003 005 1 12 006 1 Port ID RAD Greeting Set 1 (N617) 10 2 (N618) 10 3 (N619) 11 4 (N620) 12 7-1

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 N209 7-2 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

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 N620 64 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

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 2. 7-4 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

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 Voicemail 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 001 - Thank you for calling! Please hold for the first available agent. RAD Greeting 002 - Remember to ask our team members about this week s special offers! RAD Greeting 003 - Your call is important to us. Please stay on the line. RAD Greeting 004 - Please hold to retain your place in the queue. RAD Greeting 005 - Sorry to keep you waiting! RAD Greeting 006 - 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

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 12 7-6 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

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

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

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

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. 7-10 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

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 N206 7-11

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. 7-12 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

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

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 N206. 8 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 N208. 7-14 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Automatic Call Distribution (ACD) Lab 15 Creating ACD Agent Skill Groups Step Task Expected Results 1 In the ACD Agent Skill Group form, add a new ACD Agent Skill Group as follows: Agent Skill Group ID Number N501 Agent Skill Group Reporting Number N51 Set Group Real Time Events to Yes. This is required by Contact Center Manager. Leave all other settings at default. 2 Add the following members, or Agent IDs, to the Agent Skill Group. Do not set a skill level yet. Agent IDs N101, N201, N202, and N203 3 Add two more new ACD Agent Skill Groups as follows: Agent Skill Group ID Number N502 Agent Skill Group Reporting Number N52 Agent IDs N102, N204, N205, and N206 Agent Skill Group ID Number N503 Agent Skill Group Reporting Number N53 Agent IDs N207 and N208 4 In the Telephone Directory form, assign names to each ACD Agent Skill Group as follows: N501 English Group N502 Spanish Group N503 Bilingual Group 7-15

MCD Advanced Installation and Maintenance Course Lab 16 Creating ACD Paths Step Task Expected Result 1 In the ACD Paths form, add a new Path as follows: Path Directory Number N011 Path Reporting Number N51 2 Select Change Member and set the following parameters: Primary Agent Skill Group ID N501 Recording 1 Delay to Start 5 seconds Recording 1 Directory Number N900 This is the RAD Hunt Group that contains ports 17 and 18. Recording 2 Delay to Start 10 seconds Recording 2 Directory Number N619 Repeat Last Recording Enabled Yes Last Recording Repeat Interval 20 seconds Path Real Time Events Yes This is required by Contact Center Manager. Leave all other settings at default 3 Add another Path as follows: Path Directory Number N022 Path Reporting Number N52 4 Select Change Member and set the following parameters: Primary Agent Skill Group ID N502 Recording 1 Delay to Start 5 seconds Recording 1 Directory Number N900 Recording 2 Delay to Start 10 seconds Recording 2 Directory Number N619 Repeat Last Recording Yes Last Recording Repeat Interval 20 seconds Path Real Time Events Yes Leave all other settings at default 5 In the Telephone Directory form, assign names to each Path as follows: N011 English Path N022 Spanish Path 7-16 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Automatic Call Distribution (ACD) Programming Progress This is what has been programmed so far. ACD Path Directory Number N011 Report Number N01 Recording 1 Delay to Start 5 sec RAD Hunt Group N900, containing RAD Ports N617 and N618 Thank you for calling! Please hold for the first available agent. Remember to ask our team members about this week s special offers! Please hold to retain your place in the queue. Primary Agent Skill Group Group ID Number N501 Group Reporting Number N51 Agent IDs N101, N201, N202, N203 Recording 2 Delay to Start 10 sec RAD Port N619 Sorry to keep you waiting! Please hold to retain your place in the queue. Your call is important to us. Please stay on the line. Sorry to keep you waiting! Last recording repeat interval 20 sec ACD Path Directory Number N022 Report Number N02 Recording 1 Delay to Start 5 sec RAD Hunt Group N900, containing RAD Ports N617 and N618 Thank you for calling! Please hold for the first available agent. Remember to ask our team members about this week s special offers! Please hold to retain your place in the queue. Primary Agent Skill Group Group ID Number N502 Group Reporting Number N52 Agent IDs N102, N204, N205, N206 Recording 2 Delay to Start 10 sec RAD Port N619 Sorry to keep you waiting! Please hold to retain your place in the queue. Your call is important to us. Please stay on the line. Sorry to keep you waiting! Last recording repeat interval 20 sec 7-17

MCD Advanced Installation and Maintenance Course Lab 17 Testing Basic ACD Functions In this lab, you will test the various options you ve programmed so far, including logging in agents, RAD Greetings, Make Busy, and DND. Part 1 - You will test the basic ACD functionality. Step Task Observations 1 On any ACD enabled phone, press the Superkey and follow the prompts to log in agent N201, who belongs to Path N011. FACs can be used as well. 2 Make a call to N011 and make sure you get the RAD Greetings at the appropriate times. 3 Answer and hang up the call. Note the Work Timer message on the Agents phone. 4 Make another call to the path while the Work Timer message is on the agent s phone. What happens? 5 Dial the Agents ID number directly. What happens? 6 On any ACD enabled phones, log in agents N101 and N202, who belong to Path N011. 7 Make a few calls to N011, answer the calls, and prove that the Path hunts for the longest idle agent. 8 Press the Make Busy key on one of the phones and then make a few calls to N011. What happens? 9 Dial the Agent ID number of the Make Busy agent directly. What happens? 10 Remove Make Busy. 11 Press the DND key on one of the phones and then make a few calls to N011. What happens? 12 Dial the Agent ID number of the DND agent directly. What happens? What s the difference between Make Busy and DND? 13 Remove DND. 14 Log out all agents. Part 2 - Now you will test the Work Timer, Silent Monitor and Request Help features. Step Task Expected Results/Observation 15 Log in the following Supervisor and Agent. N101 Supervisor N201 Agent 7-18 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Automatic Call Distribution (ACD) Step Task Expected Results/Observation 16 Press the Make Busy key on the Supervisor s phone. 17 Make two calls to path N011 and answer the first call, which should be ringing on the phone where N201 is logged in. 18 Hang up. What is displayed on the agent s phone? 19 When does the second call ring the agent? 20 Answer the second call, but do not hang up. 21 On the Supervisors phone, dial the ACD Silent Monitor FAC, followed by the Agent ID or phone to monitor. 22 What is displayed on the Agents phone? 23 The supervisor can conference into the call by pressing the Transfer/Conference key on their phone. Press the Trans/Conf key. 24 Hang up the all phones and make a new call to N011. 25 Answer the call. The Supervisor should now be monitoring the Agent or phone. The agent, supervisor and caller are now in a 3-party conference. The supervisor can now use the standard conference facilities to Split the call, Trade calls, and/or Release. Let s assume the agent needs some help from the supervisor: Press the Superkey Select Request Help Enter the supervisors number N101. Press Enter 26 Answer the call on the supervisor s phone. The supervisor can now hear the conversation, but neither the agent nor the caller can hear the supervisor. 27 The supervisor can conference into the call by pressing the Transfer/Conference key on their phone. Press the Trans/Conf key. 28 Log out of all phones. The agent, supervisor and caller are now in a 3 party conference. The agent can transfer the call to the supervisor after requesting help by simply hanging up 7-19

MCD Advanced Installation and Maintenance Course Lab 18 Using Make Busy on Login (Optional) This feature can be enabled or disabled for individual users based on their Class of Service. Step Task Expected Result/Observation 1 Enable ACD Make Busy on Login in the Supervisor s Class of Service. 2 Log in as agent N201. The agent does not go in to Make Busy automatically, as Make Busy on Login is not set in the Agents Class of Service. 3 Log in as supervisor N101. The agent does go in to Make Busy automatically, as Make Busy on Login is set in the Supervisor s Class of Service. 7-20 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Automatic Call Distribution (ACD) Lab 19 Programming Make Busy Walk Away Codes (Optional) With Make Busy Walk Away Codes enabled, ACD agents must enter a reason code when they place their telephones into Make Busy state. Only a single digit code can be entered and can be any number from 0, which is default, to 9. The * and # can also be used. Make Busy Walk Away codes are enabled in the System Options form. There is no list of codes available on the system, but if the Customer Interaction Solutions application is used, then names can be assigned to each code and reports can be run to show how often each code has been used and for how long. The ACD Make Busy On Login Reason Code option in System Options form allows the system to automatically assign a Make Busy code to any user who has Make Busy on Login enabled in their Class of Service. Step Task Expected Result/Observation 1 Navigate to the System Options form and set the following: ACD Make Busy Walk Away Codes Yes ACD Make Busy On Login Reason Code 1 2 On any agents phone, press the Make Busy key, or dial the FAC. You should be prompted to enter a code. Press any key 0 through 9, *, or #. 3 Log out of all phones. Note If you don t enter a code, the system uses 0. The code is displayed in the button number field of ACD Real Time Event records. The * is output as 10 and the # is output as 11. If CIS is used by the customer to monitor the ACD system, the Make Busy Codes can be assigned names and reports can be run to show how many times a code has been used and how long the agent has been in each state. 7-21

MCD Advanced Installation and Maintenance Course Lab 20 Programming ACD Agent Auto Logout (Optional) The system can be configured to automatically log out an agent if they do not answer their phone. For example, they may have walked away without putting Make Busy on their phone. There are two setting for this: ACD Logout Agent No Answer Timer located in the Agent s Class of Service, when set, an agent will be logged out if a call rings on their phone for longer than the value set in the timer. The only exception is if they are the last agent logged into the path, in which case the next option applies. ACD - Auto Logout Last Agent on No Answer located in the System Options form, when set, the last agent will be logged out and the caller will be disconnected unless additional programming is done. That programming is covered later. If it is not set, the last agent in the path will not be automatically logged out. Step Task Expected Result/Observation 1 Log in Supervisor N101 and Agents N201 and N202. Make sure they are not in Make Busy. 2 Make a call to Path N011, but do not answer it. 3 Leave the call ringing for at least a minute. What happens? 4 Set the ACD Logout Agent No Answer Timer in the COS of the Agent and Supervisor to 7 seconds. 5 Make a call to Path N011, but do not answer it. The first agent should be automatically logged out, but not the last agent. 6 Hang up and log in Supervisor N101 and Agents N201 and N202. Make sure they are not in Make Busy. 7 Enable ACD - Auto Logout Last Agent on No Answer in the System Options form. 8 Make a call to Path N011, but do not answer it. Both agents will eventually be logged off and the caller disconnected. This is normal operation unless the Path Unavailable Answer Point has been programmed. 7-22 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Automatic Call Distribution (ACD) Lab 21 Setting the Path Unavailable Answer Point In this lab, you will program a Path Unavailable Answer Point for the Path. This will be a RAD Greeting indicating that the offices are closed. At the end of the message, the caller will be disconnected. Step Task Expected Result/Observation 1 In the ACD Paths form, select Path N011. 2 Select Change Member and enter N620 in the Path Unavailable Answer Point field. This is the number of a RAD Greeting port programmed earlier. 3 Log in Supervisor N101 and Agent N201. Make sure they are not in Make Busy. 4 Make a call to Path N011. Both agents will eventually be logged out, but this time, the caller will be directed to the Path Unavailable Answer Point. 5 Hang up and log in Supervisor N101 and Agent N201. Make sure they are not in Make Busy. 6 Dial the DND - Remote FAC followed by the path directory number N011. The DND Remote and DND Cancel Remote features could be added as keys on the supervisor s phone. 7 Make a call to Path N011. What happens? 8 Dial the DND - Cancel Remote FAC to remove DND from Path N011. 9 Make a call to path N011 and make sure one of the agents receive the call. 10 Program N620 as the Path Unavailable Answer Point for path N022. Verify that it works. 7-23

MCD Advanced Installation and Maintenance Course Lab 22 Removing Agent Auto Log Out (Optional) In this lab, you will disable Agent Auto Log Out so that it does not interfere with the rest of the labs. Step Task Expected Result/Observation 1 In the System Options form, disable ACD - Auto Logout Last Agent on No Answer. 2 In the COSs for Agents and Supervisors, disable the Auto Logout for agents by setting the ACD Logout Agent on No Answer Timer to 0 seconds. 3 Ensure auto log out has been disabled before continuing. 4 Log out all agents. 7-24 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Automatic Call Distribution (ACD) Lab 23 Setting Generic Group Alerts (Optional) Step Task Expected Result/Observation 1 On each agent phone, program a key as a Generic Group Alert key. If you are using Traditional ACD, this will be the phone the agent uses. If you are programming Hot Desk ACD, this will be the Agent s ID. 2 Log in Traditional Agent N201. 3 Press the Generic Group Alert Key. What group data is displayed? How many agents are available? How many calls are waiting? 4 Make a call to Path N011, but do not answer it. 5 Press the Generic Group Alert Key. Why does it show there no calls waiting? 6 Hang up and put Make Busy on the phone. 7 Make another call to Path N011. 8 Press the Generic Group Alert Key. How many agents are available? How many calls are waiting? 9 In the ACD Agent Skill Groups form, set the following options for group N501: First Status Threshold 10 seconds Second Status Threshold 20 seconds 10 Make another call to N011. 11 How does the system show that there is a call waiting? 12 What happens if you leave the call waiting for 10 seconds? What happens if you leave the call waiting for 20 seconds? 13 Press the Generic Group Alert Key. What group data is displayed? If No Ring was specified when the Generic Alert key was programmed in Multiline Set Keys from, there will be no audible indication when an alert status changes. If Ring is specified, then an audible indication will be heard as well as a visual indication. 7-25

MCD Advanced Installation and Maintenance Course Step Task Expected Result/Observation 14 Log out agent N201 and log in agent N204. 15 Press the Generic Group Alert Key. What group is displayed? 16 Log in as a Hot Desk ACD Agent N205. 17 Verify the Generic Group Alert works as above. 18 Log out all agents. 7-26 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Automatic Call Distribution (ACD) Lab 24 Setting Specific Group Alerts (Optional) Step Task Expected Result/Observation 1 Navigate to the Multiline Set Keys form. 2 On the phone the supervisor normally uses, program three Specific Group Alert keys as follows: Label English SGA Line Type Specific Group Alert Button Directory Number N5*1 Ring Type Ring -------------------------------------------------------------------- Label Spanish SGA Line Type Specific Group Alert Button Directory Number N5*2 Ring Type Ring -------------------------------------------------------------------- Label Bilingual SGA Line Type Specific Group Alert Button Directory Number N5*3 Ring Type Ring 3 Navigate to ACD Agent Skill Groups form. 4 For group N501, set the following options: First Status Threshold 10 seconds Second Status Threshold 20 seconds Alert Device N5*1 -------------------------------------------------------------------- For group N502, set the following options: First Status Threshold 10 seconds Second Status Threshold 20 seconds Alert Device N5*2 -------------------------------------------------------------------- For group N503, set the following options: First Status Threshold 10 seconds Second Status Threshold 20 seconds Alert Device - N5*3 If you are using Traditional ACD, this will be the phone the supervisor uses. If you are programming Hot Desk ACD, this will be the Supervisor s ID. If No Ring is specified when the Specific Group Alert key is programmed in Multiline Set Keys form, there will be no audible indication when an alert status changes. If Ring is specified, then an audible indication will be heard as well as a visual indication. 7-27

MCD Advanced Installation and Maintenance Course Step Task Expected Result/Observation 5 Log in as N201 Put Agent in Make Busy so callers are queued to the path. All other agents are logged out 6 On the Supervisor s phone, press the Specific Group Alert Key for the English Group. What happens? How many agents are available? How many calls are waiting? 7 Make a call to N011 and observe what happens. 8 Log out all agents. Note If the supervisor or agent is a Hot Desk Agent, the Generic and Specific Group Alert keys are programmed in the same way against the Hot Desk Login ID number in Multiline Set Keys or User and Device Configuration forms. 7-28 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Automatic Call Distribution (ACD) Programming Progress This is what has been programmed so far. ACD Path Directory Number N011 Report Number N01 Path available? Yes No Path Unavailable Answer Point Number N620 Or hang up if not programmed Recording 1 Delay to Start 5 sec RAD Hunt Group N900, containing RAD Ports N617 and N618 Thank you for calling! Please hold for the first available agent. Remember to ask our team members about this week s special offers! Please hold to retain your place in the queue. Primary Agent Skill Group Group ID Number N501 Group Reporting Number N51 1 st Status Threshold 10 sec 2 nd Status Threshold 20 sec Alert Device N5*1 (Key) Agent IDs N101, N201, N202, N203 Recording 2 Delay to Start 10 sec RAD Port N619 Sorry to keep you waiting! Please hold to retain your place in the queue. Your call is important to us. Please stay on the line. Sorry to keep you waiting! Last recording repeat interval 20 sec Note Path Unavailable Answer Point is also added to Path N022. Threshold alerts also programmed for English (N501), Spanish (N502) and Bilingual (N503) groups. 7-29

MCD Advanced Installation and Maintenance Course Lab 25 Setting Up a Path Priority (Optional) Step Task Expected Result/Observation 1 Log out all Agents. 2 Create a Hot Desk ACD Agent ID N209. Assign the Class of Service for Agents. Assign Class of Restriction 1. 3 Add this agent to ACD Agent Skill Groups N501 and N502. 4 Log in Agent N209 and put the Agent in Make Busy. 5 Make a call to Path N011. Make another call to Path N022. 6 When Make Busy is removed, which call should the Agent be presented with? 7 Remove the Make Busy and check your answer. 8 Hang up and immediately make another call to Path N011 before the agent s Work Timer expires. 9 When the Work Timer expires, which call rings the Agent phone? Why? 10 Clear all calls and put Make Busy back on the Agent s phone. 11 Navigate to the ACD Paths form and select Path N011. 12 Set the Priority to anything less than 64. 13 Make a call to Path N022 first. Make another call to Path N011. 14 When Make Busy is removed, which call should the Agent be presented with? 15 Remove the Make Busy and check your answer. 16 Hang up and immediately make another call to Path N011 before the agent s Work Timer expires. 17 When the Work Timer expires, which call rings the Agent phone? Why? 18 Clear all calls and log out all agents. 7-30 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Automatic Call Distribution (ACD) Lab 26 Programming for Group Presence Step Task Expected Result/Observation 1 Log out all agents. 2 Create a Hot Desk ACD Agent ID N210. Assign the Class of Service for Agents. Assign Class of Restriction 1. 3 Add this agent to ACD Agent Skill Groups N501 and N502. 4 Add a Group Presence key for the English group, N501, to the Hot Desk ACD Agents N209 and N210. 5 Add a Group Presence key for the Spanish group, N502, to the Hot Desk ACD agents N209 and N210. 6 Log in both agents N209 and N210. 7 Verify that the indicator lights on the keys show that that the agents are logged into both groups. You can now use these keys to make yourself present or absent in each group. 8 Experiment with present and absent by making a few calls to paths N011 and N022 with agents present and absent in either group. 9 Make both agents absent from one of the groups. What happens? 10 Clear all calls and log out all agents. 7-31

MCD Advanced Installation and Maintenance Course Lab 27 Using ACD Skill-Based Routing Step Task Expected Result/Observation 1 Ensure all agents are logged out. 2 In the ACD Agent Skill Groups form, select group N501. 3 Set Group Uses Skill Levels to Yes. 4 Set Agent N201 to a Skill Level less than 500. Remember, 1 is the highest. 5 Log in N201 and N202 and make sure they are not in Make Busy. 6 Make a call to N011. Which Agent gets the call? 7 Answer the call, hang up, and wait for the Work Timer to expire. 8 Make another call to N011. Who gets the call? 9 When would the other Agent get a call? 10 Check your answer. 11 Remove all Agent Skill Level programming. 7-32 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Automatic Call Distribution (ACD) Lab 28 Programming a Dial Out (Optional) In this lab, you will program the Path Interflow Dialing List to inform callers that they can dial out of queue to leave a voice mail message. A voice mail mailbox is needed for the caller to leave a message in. This mailbox must be Call Re-Routed to the Voice Mail Hunt Group. Part 1 - You will add a voice mailbox for callers to leave a message. Step Task Observations 1 Add a new voice mailbox N901. 2 Initialize the voice mailbox. 3 In the User and Device Configuration form, add a Single Line Key on any phone with a directory number the same as the voice mailbox number N901. This key can be on any phone or PKM, even a phantom phone or PKM, since you are going to reroute the call to the voice mail hunt group. 4 In the Call Rerouting Always Alternatives form, configure Always Alternative Number 2 to reroute all calls to the voice mail hunt group. 5 In the Call Rerouting form, assign Always Alternative Number 2 to the Single Line Key N901. Part 2 - You will program Mailbox Message Waiting Indicator Keys. Step Task Observations 6 In the User and Device Configuration form, program a Message Waiting Indication Key, N901, on each phone you want to have an indication that a caller has left a message in the mailbox. 7-33

MCD Advanced Installation and Maintenance Course Part 3 - Next, you will program ACD Path Interflow Dialing Lists. Step Task Observations 7 In the ACD Path Interflow Dialing Lists form, select Path Interflow Dialing List 1. Add a Comment. Enter N901 against Digit 1 Redirection Digits 7-34 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Automatic Call Distribution (ACD) Part 4 - Now you will add the ACD Path Interflow Dialing List to the ACD Path. Step Task Expected Result/Observation 8 In the ACD Paths form, select Path N011. 9 For Recording 1: Path Interflow Dialing List, enter 1. This is the Path Interflow Dialing List created earlier. 10 Set the Release Digit Receiver After Recording field to No. Note: If this field is set to Yes for a particular recording, callers can dial out during the RAD Greeting, but not once it has finished. If the field is set to No, then the caller will be able to dial out following completion of the RAD Greeting too. This capability is available until a recording with different programming is played, the call is answered, or the caller clears the line. 11 Set the DTMF Receiver Unavailable Action to Skip. Note: The possible settings are as follows: Play RAD if the RAD message is to be played and the call will continue without the capability to dial out of the path during the recording. Skip if the RAD message is not played and the call will continue without the capability to dial out of the path during the recording. Divert if the call is to be diverted to the destination defined by the DTMF Receiver Unavailable Answer Point Directory Number field. 12 Note that you would normally re-record the RAD message played to the caller to inform them that they can dial out of the path. For this lab, you do not need to re-record the message. Just remember that you can dial out of the path. 7-35

MCD Advanced Installation and Maintenance Course Part 5 - It is time to test the ability to dial out of a path. Step Task Expected Result/Observation 13 Make a call to path N011. 14 Press 1 during or after the RAD Greeting. You can dial after the RAD message, because you set Release Digit Receiver After Recording to No. 15 Leave a voice mail message and hang up. How can you tell that someone has left a message? 16 Press the Message Key to enter voice mail for the Dial out of Path voice mailbox. Enter password, listen to the message, and then delete it. 7-36 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Automatic Call Distribution (ACD) Lab 29 Programming an Overflow Group In this lab, you will add an overflow group to each of the two paths already programmed. Step Task Expected Result/Observation 1 In the ACD Paths form, select Path N011. 2 Set the Overflow 1 Agent Skill Group ID to N503. N503 is an Agent Skill Group programmed in a previous lab. 3 Set the Primary Agent Skill Group Overflow Timer to 30 seconds. 4 Set the same values for path N022. 5 Log in agent N201, who is in the Primary Agent Skill Group. Log in agent N207, who is in the Overflow 1 Agent Skill Group for Path N011. 6 Make sure no other agents are logged in and that no agents are in Make Busy or DND. 7 Call Path N011. Does the call overflow? What happens and why? 8 Answer the call, but don t hang up. The call should be ringing on N201. 9 Make another call to N011. Does the call overflow? If yes, when? 10 Answer the second call, hang up, and wait for the Work Timer to expire. 11 Make another call to N011. What happens if the agent in the Primary Agent Skill Group finishes their call before the Overflow timer expires? Note If a call is ringing an agent s phone, it is not queued, and therefore will not overflow. 7-37

MCD Advanced Installation and Maintenance Course Lab 30 Programming a Path Interlow Step Task Expected Result/Observation 1 In the ACD Paths form, select path N011. 2 Program the following options: Interflow Enabled Yes Interflow Timeout 45 seconds Must be greater than the total of all Overflow Timers. Interflow Point Directory Number blank 3 Log in agent N201, who is in the Primary Agent Skill Group. Log in agent N207, who is in the Overflow 1 Agent Skill Group for Path N011. Make sure no other agents are logged in and that no agents are in Make Busy or DND. 4 Call Path N011. What happens after 45 seconds? 5 In the ACD Paths form, select N011 and add an Interflow Point Directory Number, which can be any valid directory number on your system. 6 Make another call to path N011. What happens after 45 seconds? Setting the Allow Overflow to Interflow Before Time Out feature allows an overflow time out on the last programmed overflow group to cause the waiting ACD call to interflow to the interflow point before the Interflow Timer expires. Step Task Expected Result/Observation 7 In ACD Path N011, enable Allow Overflow to Interflow Before Time Out and set the Overflow 1 Agent Skill Group Overflow Timer to 5 seconds. 8 Call Path N011. At what point does the call Interflow? Note The Allow Overflow to Interflow Before Time Out feature works in conjunction with the Predictive Overflow function of the Agent Skill Groups. Note If a call is ringing an agent s phone, it is not queued, and therefore will not interflow. 7-38 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Automatic Call Distribution (ACD) Programming Progress This is what has been programmed so far. ACD Path Directory Number N011 Report Number N01 Priority Less than 64 Path available? Yes No Path Unavailable Answer Point Number N620 Or hang up if not programmed Recording 1 Delay to Start 5 sec RAD Hunt Group N900, containing RAD Ports N617 and N618 Path Interflow Dialing List 1 Thank you for calling! Please hold for the first available agent. Remember to ask our team members about this week s special offers! Please hold to retain your place in the queue. Path Interflow Dialing List Number 1 Digit 1 - Redirection Digits N901 (VM) Recording 2 Delay to Start 10 sec RAD Port N619 Sorry to keep you waiting! Please hold to retain your place in the queue. Your call is important to us. Please stay on the line. Sorry to keep you waiting! Last recording repeat interval 20 sec Primary Agent Skill Group Group ID Number N501 Group Reporting Number N51 1 st Status Threshold 10 sec 2 nd Status Threshold 20 sec Alert Device N5*1 (Key) Agent IDs N101, N201, N202, N203, N209 Primary Agent Skill Group Overflow Timer 30 sec Overflow 1 Agent Skill Group Group ID Number N503 Group Reporting Number N53 First Status Threshold 10 sec Second Status Threshold 20 sec Alert Device N5*3 (Key) Agent IDs N207 and N208 Interflow Interflow Timeout 45 sec Interflow point DN of choice Or hang up if not programmed 7-39

MCD Advanced Installation and Maintenance Course Lab 31 Setting Predictive Overflow (Optional) In this lab, try to prove that Predictive Overflow works. The average call duration is 25 seconds and has only one Active Agent in the Primary Agent Skill Group. The Primary Agent Skill Group Overflow Timer is already set to 30 seconds. With one call waiting, the calculation would work out to 25 seconds. That is less than the Overflow Timer, so the caller will stay queued. When a second call arrives, the calculation would work out to 50 seconds, which is greater than the Overflow Timer. The caller will overflow immediately, meaning the system has determined that the caller would eventually overflow anyway because the queue is busy. Note Predictive Overflow takes about three or four seconds to perform the calculation and make the decision whether to Overflow or not. So you need two calls waiting before the calculation is greater than the Overflow Timer. Average Call Duration X # of Active Agents # of Calls Waiting > Overflow Timer 25 seconds X 2 calls 1 agent > 30 seconds 50 seconds > 30 seconds True, so Overflow 7-40 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Automatic Call Distribution (ACD) Step Task Expected Result/Observation 1 In the ACD Paths form, select path N011. 2 Set the Primary Agent Skill Group Predictive Overflow Average Call Duration timer to 25 seconds. 3 Log in agent N201, who is in the Primary Agent Skill Group. Log in agent N207, who is in the Overflow 1 Agent Skill Group for Path N011. Make sure no other agents are logged in and that no agents are in Make Busy or DND. 4 Call to N011 and answer it. The agent in the Primary Agent Skill Group is now busy. 5 Make a second call to N011. The call should not overflow immediately. 6 Make a third call to N011. What happens? 7 Why does Predictive Overflow kick in immediately if N201 and N207 are logged in, and N201 is Make Busy? If you re not sure, try testing it to see and check the Group Alert keys to get the data to put in the formula. 7-41

MCD Advanced Installation and Maintenance Course Lab 32 Programming a Gate (Optional) Step Task Expected Result/Observation 1 Create a new RAD Greeting with the following message. RAD Greeting 007 - Thank you for calling. Unfortunately, due to an emergency, we are unable to take your call at the moment. Please call back later 2 Create a new ACD Agent ID N211. 3 Create a new ACD Agent Skill Group N504, and Enable Queue Caller to Group When No Local Agents Are Logged In and Present. 4 Create a new ACD Path N033, and add the new ACD Agent Skill Group to it. 5 Program the Path Unavailable Answer Point to go to the RAD Greeting created above. 6 Program the Interflow to go to the original Path, N011. Set the Interflow timeout to 1 second. 7 Ensure Path N011 is not in DND and that there is an agent logged in. Dial the new path. What happens? 8 Put new Path in DND and dial the new Path. What happens? Lab 33 Programming an ACD Express Groups Step Task Expected Result/Observation 1 Program three new Hot Desk ACD Agents. 2 Program one new ACD Express Group. 3 Add all three Hot Desk ACD Agents to the group. 4 Add one of the existing RAD Greetings to the ACD Express Group. 5 Verify that ACD Express Groups are working by logging agents in and making a few calls. 7-42 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Automatic Call Distribution (ACD) Lab 34 Viewing SMDR Event Records (Optional) Part 1- You will read SMDR event records using maintenance commands. Step Task Expected Result/Observation 1 What command displays the five newest SMDR event records? 2 Enter the command and observe the output. 3 What command displays ALL SMDR event records where path N011 was involved in the call? 4 Enter the command and observe the output. Part 2- Now you will monitor SMDR event records using Putty. Step Task Expected Result/Observation 5 Launch Putty and configure it to monitor SMDR. What port number should you monitor? 6 Make a few calls to the Path and allow some to Overflow/Interflow/Dial out of Path. 7 Observe the SMDR output and ensure you understand the information presented. Part 3- Next, you will monitor ACD event records using Putty. Step Task Expected Result/Observation 8 Launch Putty and configure to monitor ACD. What port number should you monitor? 9 Make a few calls to the Path and allow some to Overflow/Interflow. 10 Observe the ACD output and ensure you understand the information presented. 7-43

MCD Advanced Installation and Maintenance Course Lab 35 Using Maintenance Commands (Optional) Step Task Expected Result/Observation 1 What is the command to display information about Path N011? 2 Enter the command and check the results. 3 What is the command to display information about Agent Skill Group N51? 4 Enter the command and check the results. 5 What is the command to display information about Agent N101? 6 Enter the command. What information is displayed? 7 Use the LOCATE NUMBER command to display the information regarding the following, and record the response from the system A Path Directory Number A Path Reporting Number An Agent Skill Group Directory Number An Agent Skill Group Reporting Number A Traditional ACD Agent ID A Hot Desk Agent ID A RAD Directory Number A RAD Hunt Group Directory Number 8 Enter the following command. LOCATE HOT_DESK_USER ACTIVE How does the system respond? 9 Enter the following command. LOCATE HOT_DESK_USER TARGETS What s the difference between this command and the previous one? 10 Enter the following command. LOCATE HOT_DESK_USER ALL How does the system respond? 7-44 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Automatic Call Distribution (ACD) Step Task Expected Result/Observation 11 Enter the following command. LOCATE HOT_DESK_USER INACTIVE What is the output? 12 Enter the following command. LOCATE EXPRESS_GROUP N505 What is the output? Note There are restrictions on the MOVE command. Path numbers, Agent Skill Group numbers, and Agent IDs cannot be swapped, renumbered or moved. 7-45

System Data Synchronization (SDS) Module 8: System Data Synchronization (SDS) Lab 1A Share System Data Using Two MCDs Per Lab Station Caution Some common SDS problems are correct date / time on all elements and consistent system name spelling across all elements. In this lab, you will be using the following forms, in this order: System Options form. SDS Form Sharing form. Network Elements form. Feature Access Codes form. Step Task Expected Result 1 Program all IP networking between the 3300 ICP and the second node. This should already be done from a previous lab. IP networking between the 3300 ICP and the second node is programmed. 2 Backup your system. A pre-sds database is created. 3 In the System Options form on both systems, verify that System Data Synchronization is enabled. 4 In the SDS Form Sharing form on the 3300 ICP only: Under the General System category, select the Feature Access Codes form, then select Change. In the Share Form With drop-down menu, select All Network Elements. Select Save. It is possible to share the entire form with all PBXs in the network or to select only certain feature access codes within the form. In this case, you are sharing all records. 5 Verify the System Names on both elements are consistent. 6 Verify the Date and Time on both elements is correct. SDS should already be enabled by default. The Feature Access Codes form is set to be shared. 8-1

MCD Advanced Installation and Maintenance Course Step Task Expected Result 7 In the Network Elements form on the 3300 ICP only, select the second node and then select Start Sharing. 8 Verify that the 3300 ICP has FACs programmed and the second node does not. 9 In the Feature Access Codes form on the 3300 ICP only, change the code for Account Codes from **3 to #3 for example. 10 In the Feature Access Codes form on the second node, verify that the data has been shared. 11 In the Feature Access Codes form on the second node, change the FAC back to its original setting. Verify that the setting has been changed on the 3300 ICP. 12 In the Network Elements form on the 3300 ICP only, select the second node and then select Sync. 13 In the Confirm Sync window, expand the General Systems category and select Features Access Codes only. Select OK. Start Sharing should complete without errors. At this point, the elements are only sharing new data or changes to existing data. The access code for Account Codes is changed. The access code for Account Codes has been shared and is changed. The access code for Account Codes has been shared and is changed back. Ensures previously existing data is synchronized across both elements. The Confirm Sync window opens. The synchronization should complete with no errors and the Feature Access Code form should be shared with the second node. Caution Do not make any more changes to your database at this time. 8-2 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

System Data Synchronization (SDS) Lab 1B Share System Data Using Other Classroom Lab Stations Caution Some common SDS problems are correct date / time on all elements and consistent system name spelling across all elements. In this lab, you will be using the following forms, in this order: System Options form. SDS Form Sharing form. Network Elements form. Feature Access Codes form. Step Task Expected Result 1 Program all IP trunks between the network elements in the classroom. This should already be done from a previous lab. IP trunks between all elements are programmed. 2 Backup your system. A pre-sds database is created. 3 In the System Options form on all systems in the classroom, verify that System Data Synchronization is enabled. 4 The instructor will designate one lab to be the master element. On the master element only, in the SDS Form Sharing form: Under the General System category, select the Feature Access Codes form, then select Change. In the Share Form With drop-down menu, select All Network Elements. Select Save. It is possible to share the entire form with all PBXs in the network or to select only certain feature access codes within the form. In this case, you are sharing all records. 5 Verify the System Names on all elements are consistent. 6 Verify the Date and Time on all elements is correct. 7 In the Network Elements form on the master element only, select the other nodes and then select Start Sharing. SDS is enabled on all lab systems. It should already be enabled by default. The Feature Access Codes form is set to be shared. Start Sharing should complete without errors. At this point, the elements are only sharing new data or changes to existing data. 8-3

MCD Advanced Installation and Maintenance Course Step Task Expected Result 8 In the Feature Access Codes form on the master element only, change the code for Account Codes from **3 to #3 for example. 9 In the Feature Access Codes form on all other nodes, verify that the data has been shared. 10 In the Feature Access Codes form on one of the other nodes, change the FAC back to its original setting. Verify that the setting has been changed on the master element. 11 In the Network Elements form on the master element only, select all other nodes and then select Sync. 12 In the Confirm Sync window, expand the General Systems category and select Features Access Codes only. Select OK. The access code for Account Codes is changed. The access code for Account Codes has been shared and is changed. The access code for Account Codes has been shared and is changed back. Ensures previously existing data is synchronized across both elements. The Confirm Sync window opens. The synchronization should complete with no errors. Caution Do not make any more changes to your database at this time. 8-4 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

System Data Synchronization (SDS) Lab 2A Create a New Administrative Group Using Two MCDs Per Lab Station In this lab, you will be using the Admin Groups form. Step Task Expected Result 1 In the Admin Groups form on the 3300 ICP only, rename the default Admin Group to Lab L Admin Group, where L = Lab Number. 2 In the Admin Groups form on the 3300 ICP only, use Application Reach-Through to verify that the Admin Groups form on the second node was changed. 3 In the Admin Groups form on the 3300 ICP only, create a new Admin Group by selecting the second node. Select Move Member. 4 Using Application Reach-Through, verify that the second node is now in the new group. Put the second node back into the original group. The Admin Groups form is displayed. The same Administrative Group name is displayed. The Member that was removed is no longer visible on the 3300 ICP. It is now displayed in the moved Lab s own Admin Groups form. New name for default Admin group Select the member to be added to a new Admin Group New group name 8-5

MCD Advanced Installation and Maintenance Course Lab 2B Create a New Administrative Group Using Other Classroom Lab Stations In this lab, you will be using the Admin Groups form. Note This is a group lab. Use the master element to work from. The remaining students should observe each step on the master element as if it were their own lab. The remaining students are observers. Step Task Expected Result 1 In the Admin Groups form on the master element only, rename the default group. 2 The observers should view their own Admin Groups form using both the Application Reach- Through and, after a Data refresh, their own session. 3 On the master element only, create a new Admin Group by selecting any member that will be in the new group. Select Move Member. 4 Using Application Reach-Through, put the lab back into the original group. The Administrative Group s new name is programmed. The same Administrative Group name is displayed. The Member that was removed is no longer visible on the master element. It is now displayed in the moved Lab s own Admin Groups form. New name for default Admin group Select the member to be added to a new Admin Group New group name 8-6 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

System Data Synchronization (SDS) Lab 3 Using Application Reach-Through In this lab, you will be using the User and Device Configuration form. Step Task Expected Result 1 On the 3300 ICP only (when using 2 MCDs per lab station) or on the master element only (when using other classroom lab stations), navigate to the User and Device Configuration form. In the Show Form On drop-down menu, select a Lab other than the one logged into. The remote lab is displayed in the drop-down menu. 2 Select Go. The User and Device Configuration form for the other Lab is displayed. 3 Select User and Device Configuration form in the left pane. The User and Device Configuration form for the local Lab is once again displayed. 4 Select the Auto Reach-Through button. The button changes to an Auto Reach-Through configuration. 5 In the Show Form On drop-down menu, select a remote Lab other than the one logged into. The remote lab is displayed in the drop-down menu. 6 Select Go. The User and Device Configuration form for the remote Lab is displayed. 7 Select User and Device Configuration form in the left pane. 8 Deselect the Auto Reach-Through button and then select Go. 9 In the Show Form On drop-down menu, select your local Lab, then select Go. 10 Use the FMAUSERCONFIG GET command. Is Polling disabled? The User and Device Configuration form for the remote Lab is still displayed. As long as Auto reach-through is enabled, the displayed forms are on the remote Lab. The button changes to a Manual Reach-Through configuration. The User and Device Configuration form for the local Lab is displayed. 8-7

Clusters in a Voice Network Module 9: Clusters in a Voice Network Lab 1A Creating a Cluster Using Two MCDs Per Lab Station In this lab, you will be using the: ARS Digits Dialed form. Cluster Elements form. Network Elements form. Remote Directory Numbers form. Telephone Directory form. User and Device Configuration form. Notes PNIs are not necessary for this lab. Configure ARS to Route Calls Using CEID Digits Step Task Expected Result 1 In the ARS Digits Dialed form on both the 3300 ICP and the second node: Identify the record that routes to the other node in your planned cluster. Change the Digits Dialed field to recognize the CEID digits. The CEID digits are provided by the instructor. For example, a record that sends a call to Lab 3 would change from: 3 + 3-digits using Route 3 to 7773 + 4-digits using Route 3 NOTE: If Direct IP Routing was used, these digits may already exist. If so, you may delete them. The ARS Digits Dialed form now uses the CEID Digits. 9-1

MCD Advanced Installation and Maintenance Course Create and Share at the Cluster Scope Step Task Expected Result 2 In the Cluster Elements form on the 3300 ICP only, verify there is a single-member cluster with the local element as its only member. All labs that implemented Hot Desking must have a cluster. The second node does not yet have a cluster. 3 In the Cluster Elements form on the 3300 ICP only: Enter the new name CLUSTER. Leave the Primary Node ID (PNI) field blank. At the bottom of the form, add CEID digits to the local element. At the bottom of the form, add the second node. Use the PBX/CEID Number and CEID Digits provided by the instructor. 4 In the Network Elements form on the 3300 ICP only, select the remote element. An asterisk has been placed next to the YES in the Data Sharing column. This identifies this element as one which you have previously shared data with. 5 Now you must start sharing to incorporate the new Cluster Members scope. In the Cluster Elements form on the 3300 ICP only, select the remote node and then select Start Sharing. 6 In the Cluster Elements form on the 3300 ICP only, select the remote node and then select Sync. Do not select any forms yet. Perform a Sync to verify the process. 7 In the Cluster Elements form on the 3300 ICP only, select the remote node and then select Sync. Expand General Systems and select only the Telephone Directory. Fix any SDS errors before proceeding. The Telephone Directory form is shared with the second node. Select OK. 9-2 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Clusters in a Voice Network Test Clustering Functions Step Task Expected Result 8 On all cluster members, examine the entries in the Remote Directory Numbers form. 9 On all cluster members, examine the entries in the Telephone Directory form. 10 On all cluster members, make calls to the other elements in the cluster using: Four-digit DNs, as before. CEID Digits followed by the DN. Users will never need to dial the CEID digits, but you may use them to verify ARS functionality 11 On one element, verify that user changes are synchronized automatically across the cluster by performing the following checks. In the User and Device Configuration form, make a change to the name of a user. Verify that the change replicates across the cluster. Create a new Hot Desk User or use one already programmed. Log the user in on a set at your controller, then on a set that belongs to another cluster element. 12 From a set on the remote node, use the Phonebook softkey to look up and dial a user on the 3300 ICP. DNs from the other cluster elements are listed, along with the correct Cluster Element Index number. All DNs in the cluster are listed, along with either a Cluster Element Index number or Internal. Calls can be made across the cluster. ARS is using the new CEID Digits + 4 pattern for call routing. Changes to user information are automatically shared with all other cluster members via SDS. The Hot Desk user is automatically logged off of the first element. 9-3

MCD Advanced Installation and Maintenance Course Lab 1B Creating a Cluster Using Other Classroom Lab Stations In this lab, you will be using the: ARS Digits Dialed form. Cluster Elements form. Network Elements form. Remote Directory Numbers form. Telephone Directory form. User and Device Configuration form. Notes The instructor will assign the clusters and elements within your classroom. PNIs are not necessary for this lab. Configure ARS to Route Calls Using CEID Digits Step Task Expected Result 1 In the ARS Digits Dialed form on each element in your planned cluster: Identify each record that routes to the other elements in your planned cluster. Change the Digits Dialed field to recognize the CEID digits. The CEID digits are provided by the instructor. For example, a record that sends a call to Lab 3 would change from: 3 + 3-digits using Route 3 to 7773 + 4-digits using Route 3 NOTE: If Direct IP Routing was used, these digits may already exist. If so, you may delete them. The ARS Digits Dialed form now uses the CEID Digits. 9-4 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Clusters in a Voice Network Create and Share at the Cluster Scope Step Task Expected Result 2 In the Cluster Elements form on the master element only, verify there is a single-member cluster with the local element as its only member. 3 In the Cluster Elements form on the master element only: Enter the new name CLUSTER. Leave the Primary Node ID (PNI) field blank. At the bottom of the form, add CEID digits to the local element. At the bottom of the form, add each cluster member. Use the PBX/CEID Number and CEID Digits provided by the instructor. 4 In the Network Elements form on the master element only, select all remote elements. All labs that implemented Hot Desking must have a cluster. The PBX/CEID Number and the CEID Digits are programmed for local and remote elements. An asterisk has been placed next to the YES in the Data Sharing column, identifying these elements as ones which you have previously shared data with. 5 Now you must start sharing to incorporate the new Cluster Members scope. In the Cluster Elements form on the master element only, select all remote nodes and then select Start Sharing. 6 In the Cluster Elements form on the master element only, select all remote nodes and then select Sync. Do not select any forms yet. Perform a Sync to verify the process. 7 In the Cluster Elements form on the master element only, select all remote nodes and then select Sync. Expand General Systems and select only the Telephone Directory. The Telephone Directory form is shared with all other nodes. Select OK. 9-5

MCD Advanced Installation and Maintenance Course Test Clustering Functions Step Task Expected Result 8 On all cluster members, examine the entries in the Remote Directory Numbers form. 9 On all cluster members, examine the entries in the Telephone Directory form. 10 On all cluster members, make calls to the other elements in the cluster using: Four-digit DNs, as before. CEID Digits followed by the DN. Users will never need to dial the CEID digits, but you may use them to verify ARS functionality 11 On one element, verify that user changes are synchronized automatically across the cluster by performing the following checks. In the User and Device Configuration form, make a change to the name of a user. Verify that the change replicates across the cluster. Create a new Hot Desk User or use one already programmed. Log the user in on a set at your controller, then on a set that belongs to another cluster element. 12 From a set on the remote node, use the Phonebook softkey to look up and dial a user on the 3300 ICP. DNs from the other cluster elements are listed, along with the correct CEID number. All DNs in the cluster are listed, along with either a CEID number or Internal. Calls can be made across the cluster. ARS is using the new CEID Digits + 4 pattern for call routing. Changes to user information are automatically shared with all other cluster members via SDS. The Hot Desk user is automatically logged off of the first element. 9-6 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Clusters in a Voice Network Lab 2 Program a Local-Only Directory Number In this lab, you will use the: User and Device Configuration form. Local-Only Directory Number List form. Step Task Expected Result 1 In the User and Device Configuration form on one element, add a user and program it as a Local-Only number. 2 In the Local-Only Directory Number List form on all elements, verify that the new DN is displayed. A Local-Only number is added. The Local-Only Directory Number List form displays the local-only DN. 9-7

Integrated Directory Services (IDS) Module 10: Integrated Directory Services (IDS) Lab 1 Implementing IDS on MCD In this lab, you will be using the: User and Device Templates form. User Roles form. Cluster Elements form. User Service Data to LDAP Attributes Mapping form. IDS Connection from. User and Device Configuration form. Step Task Expected Result 1 Create a template. Because you are limited on what information you can add via IDS, the best practice is to create one or more templates that can auto populate the user form with data beyond just COS, DN and Name. 10-1

MCD Advanced Installation and Maintenance Course Step Task Expected Result 2 Assign the template to a role. Templates and Roles allow you to populate repeating information for a range of users via templates and roles. Assign a role to a user, and that role will reference a template. This is important for IDS because you actually reference the name of the role on the AD server when you add a new user. Step Task Expected Result 3 In the Cluster Elements form, note the network element names. They are used when adding the AD profile to determine what the Home Element of that user will be. Step Task Expected Result 4 PNI In Use or Not? If the cluster is using a PNI, then that number must be added at the AD side so the MCD controller sees that it is a valid DN. For example, we don t enter 2020, we enter 592020. 10-2 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Integrated Directory Services (IDS) Step Task Expected Result 5 Define the Active Directory Attributes You may have to redefine the LDAP Attribute mapping to match the customer s existing configuration. In this example, I set the Fax telephone number attribute to map to the User Role properties on the MCD platform. 10-3

MCD Advanced Installation and Maintenance Course Step Task Expected Result 6 IDS Connection The screen shown below is an example of the programming for the AD attributes on the local domain. You must use a domain account with at least READ privileges to the AD attributes. Multiple OUs can be added in the Search Context field separated by a semi-colon. Step Task Expected Result 7 Schedule IDS Synch Schedule an incremental synch (just look for changes) that will run on an interval of every 15 minutes from now on. 10-4 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Integrated Directory Services (IDS) Step Task Expected Result 8 Test Adding a User When adding a new user to the Active Directory, the administrator must ensure they add the user properties as they are mapped in the previous steps. If the controller references a PNI, then it must be added as part of the user s telephone number. In this screen, extension 2111 is prefaced with the PNI of 59. 10-5

MCD Advanced Installation and Maintenance Course Step Task Expected Result 9 The Telephones tab is used to also define which element will be referenced as the home element for the user. By default, this is the IP Phone attribute. In this screen, the fax telephone attribute has been set to reference a specific User Role on the network element. User Role Network Element 10-6 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Integrated Directory Services (IDS) Step Task Expected Result 10 Verify the new User Properties. User Role Directory Number 10-7

Resiliency Module 11: Resiliency Lab 1 Program A Resilient Device In this lab, you will be using the: User and Device Configuration form. Remote Directory Numbers form. Step Task Expected Result 1 Make an IP networking call from one node to another and answer it. Check for two-way audio. 2 Remove the LAN connection from the controller you are calling from. Do you still have two-way audio? Why? 3 Hang up, reinstall the LAN connection, and let the phones reregister. 4 Remove the LAN connection from the controller you are calling from again. What happens? Can you make a call? 5 Hang up, reinstall the LAN connection, and let the phones reregister. 6 In the User and Device Configuration form, make one of your sets resilient by assigning a Secondary Element to it. See your instructor for the appropriate secondary element. 7 In the Remote Directory Numbers form, verify that the DN you just added is displayed with both a Cluster Element Index and Secondary Cluster Element Index. 8 Remove the LAN connection from the controller you are calling from again. What happens? Can you make a call from the resilient set now? Two-way audio is heard. A new resilient user is programmed. 11-1

Bandwidth Management Module 12: Bandwidth Management Lab 1 Switching Zones Step Task Expected Result 1 Assign one of your IP sets to one zone and another to a second zone. 2 Make a phone call from between the two. 3 Put one of them into a new zone and try the call again. 4 What is the difference? You should not hear a difference in voice quality. Maintain this programming for use in the IP Phone Analyzer module. 12-1

MCD Advanced Installation and Maintenance Course Lab 2 Installing the IP Phone Analyzer In this lab, you will be using the DHCP Options form. Step Task Expected Result 1 Your instructor will provide you with the location of the installation file for the Mite IP Phone Analyzer. Install the application on your lab s workstation. 2 In the DHCP Options form, select Option 125 and select Change. 3 Enter the PC s IP address, which is the IP Phone Analyzer Server IP, in the IP Phone Analyzer Address (ipa_srv) field. 4 Use the LOAD IPDEVICE command to reset all the IP sets without cycling the power to the sets. 5 Start the IP Phone Analyzer application. The DHCP Options change form for Options 125 is displayed. The PC is designated as the communication device for the IP Phone Analyzer. The sets will receive the updated DHCP Option 125. 6 Enter in the DHCP Lease Range for your lab. This will begin the data collection between the IP Phone Analyzer and the IP sets with the updated Option 125. 7 Make IP-to-IP device calls on the same network, then across the network to another lab. View the status change as the sets establish a call path. While making calls between the IP sets that are in different compression zones, view whether or not the G.729a, G.711, or G722.1 codecs are being used. With IP Trunk route set to Auto, you should see: IP to IP sets will remain uncompressed in the same zone IP to IP sets across zones will be compressed 12-2 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Bandwidth Management Lab 3A Programming Bandwidth Management Using Two MCDs Per Lab Station In this lab, you will be using the following forms, in this order: Network Zones form. Network Elements form. Network Zone Topology form. Bandwidth Management form. Current Bandwidth Statistics form. Use this diagram to plan the programming. To make a call to the other lab, the call must traverse the WAN. If you traverse the WAN, monitor that traffic. If the traffic exceeds the bandwidth limit, CAC takes affect and blocks further calls. Step Task Expected Results/Observations 1 In the Network Zones form on the 3300 ICP only, label the zones according to the planning diagram. 2 In the Network Elements form on the 3300 ICP only, assign the zones according to the planner. 3 In the Zone Tree Assignment section of the Network Zone Topology form on the 3300 ICP only, set all zones to point to their parent zone 1. 4 In the Zone Access points section of the Network Zone Topology form on the 3300 ICP only, program the bandwidth limits for ZAP 1 between Headquarters and the WAN and for ZAP 1 between Mission 1 and the WAN. 5 In the Bandwidth Management form on the 3300 ICP only: Enable Call Admission Control. Enable Bandwidth Management Statistics and Reporting. If Bandwidth Reporting and Statistics are enabled, modify the rising and falling thresholds for the Bandwidth Alarm, if required. CAC is enabled. Bandwidth Reporting and Statistics are enabled. The Bandwidth Alarm thresholds are set. 12-3

MCD Advanced Installation and Maintenance Course Step Task Expected Results/Observations 6 Make a call from the 3300 ICP to the second node using the IP trunks. 7 In the Current Bandwidth Statistics form, what are the results? The call is established. 8 Make a second call. The second call is established. 9 What are the results in the Current Bandwidth Statistics form now? Was the call successful? Why or why not? 10 Make a third call. 11 What are the results in the Current Bandwidth Statistics form now? Was the call successful? Why or why not? What is displayed on the phone? 12 In the Bandwidth Management form on the 3300 ICP only, disable Call Admission Control. 12-4 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Bandwidth Management Lab 3B Programming Bandwidth Management Using Other Classroom Lab Stations In this lab, you will be using the following forms, in this order: Network Zones form. Network Elements form. Network Zone Topology form. Bandwidth Management form. Current Bandwidth Statistics form. Use this diagram to plan the programming. The student that was the master element in the SDS lab will be assigned as the Headquarters in Zone 2 and will be sharing with all Missions using SDS. To make a call to another lab, the call must traverse the WAN. If you traverse the WAN, monitor that traffic. If the traffic exceeds the bandwidth limit, CAC takes affect and blocks further calls. Step Task Expected Result/Observation 1 In the Network Zones form on the master element only, label the zones according to the planning diagram. 2 In the Network Elements form on the master element only, assign the zones according to the planner. 3 In the Zone Tree Assignment section of the Network Zone Topology form on the master element only, set all zones to point to their parent zone 1. 12-5

MCD Advanced Installation and Maintenance Course Step Task Expected Result/Observation 4 In the Zone Access points section of the Network Zone Topology form on the master element only, program the bandwidth limits for ZAP 1 between Headquarters and the WAN and for ZAP 1 between each Mission and the WAN. 5 In the Bandwidth Management form on the master element only: Enable Call Admission Control. Enable Bandwidth Management Statistics and Reporting. If Bandwidth Reporting and Statistics are enabled, modify the rising and falling thresholds for the Bandwidth Alarm, if required. 6 Make a call from the master element to another node using the IP trunks. CAC is enabled. Bandwidth Reporting and Statistics are enabled. The Bandwidth Alarm thresholds are set. The call is established. 7 In the Current Bandwidth Statistics form, what are the results? 8 Make a second call. The second call is established. 9 What are the results in the Current Bandwidth Statistics form now? Was the call successful? Why or why not? 10 Make a third call. 11 What are the results in the Current Bandwidth Statistics form now? Was the call successful? Why or why not? What is displayed on the phone? 12 In the Bandwidth Management form on the 3300 ICP only, disable Call Admission Control. 12-6 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Bandwidth Management 12-7

Hospitality Appendix B: Hospitality Lab 1 Programming the Hotel / Motel Feature In this lab, you will be using the: Hotel Options form. Guest Rooms form. Class of Service Options form. Feature Access Codes form. System Ports form, if applicable. Application Logical Ports form, if applicable. ARS forms. RAD programming. Step Task Expected Result/Observation 1 Create some basic settings in the Hotel Options form: Update Room Status Hours/Minutes 12:30 PM Hotel Reports Hours/Minutes 10:00 AM CORs for Internal/Local/Long Distance PMS Connectivity Logical Port Default Checked Out Name Leave Blank Leave the Clustered Hospitality Gateway Home Element at Not Assigned. This option requires programming not included in this lab exercise. 2 Set your lab s 5550 Attendant Console for guest services mode by selecting the appropriate icon. Enter a guest room extension number. The Hotel Options form will be saved with these settings. Screen for Guest Services is displayed. B-1

MCD Advanced Installation and Maintenance Course Step Task Expected Result/Observation 3 Validate the wake up call function. The display options are: Once Automatic Once Personal Daily Automatic Daily Personal For lab purposes, these settings will typically remain at Once, Automatic. Other key information is: Name/Affiliation/Number Occupancy Call Restriction DND (On/Off) MW (On/Off) 4 Review the programming Online Help files for setting up a wake up call RAD. <Wake-up Directory Number> 5 Review the programming Online Help files for setting up the Curfew Control function. Review only. Review only. B-2 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc