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3Com 3C10402B, Administrator'S Manual

The 3Com 3C10402B Administrator's Manual is a comprehensive guide designed to assist users in effectively managing and configuring their 3Com 3C10402B product. This manual is available for free download from manualshive.com, providing users with convenient access to essential information needed for optimal utilization of the product.

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Supervisory Monitoring

57

You can configure announcement tones to allow the agent or the 
customer, or both, to know that the call is being monitored.

Domains and

Upgrades

Supervisory Monitoring domains are a new feature in release R6.0. To 
create and manage Supervisory Monitoring domains, click 

Feature 

Settings > Supervisory Monitoring

 and see the online Help for more 

information.

If you upgrade to release R6.0 from a previous release, make sure you are 
aware of upgrade results.

Release R5.0 supported Supervisory Monitoring for calls that hunt 
groups, ACD groups, and route points managed. When you upgrade a 
release R5.0 system to release R6.0, the system creates new Supervisory 
Monitoring domains automatically for all existing groups for which the 
Supervisory Monitoring passwords were changed from the default 
setting. If a group’s default password was not changed in release R5.0, 
the system does not create a new Supervisory Domain for that group.

The new Supervisory Monitoring domains have these characteristics:

■

The upgrade process transfers all relevant information from release 
R5.0 groups to the new release R6.0 Supervisory Monitoring domains. 
For example, the members of a new Supervisory Monitoring domain 
are the same members of the Hunt Group or the ACD Group that you 
created in release R5.0. 

■

The name of each new Supervisory Monitoring domain that the 
system creates during the upgrade process is the group name plus the 
group number of the Hunt Group or the ACD Group that had 
Supervisory Monitoring enabled. The new password is the group’s 
extension plus the former supervisory monitoring password. For 

Table 14   

Supervisory Monitoring Modes

Mode

Description

Monitor

Enables a supervisor to monitor a call with or without the 
knowledge of the agent or the external party (typically a 
customer). 

Whisper 

Enables a supervisor to coach or speak with an agent without 
the customer's knowledge. 

Barge-In 

Enables the supervisor to speak with both the agent and the 
customer. 

Summary of Contents for 3C10402B

Page 1: ...http www 3com com Part Number 900 0212 01 AA Published August 2006 NBX Administrator s Guide V3000 Analog V3000 BRI V3001R V5000 NBX 100 Release 6 0 ...

Page 2: ... LICENSE TXT or LICENSE TXT If you are unable to locate a copy please contact 3Com and a copy will be provided to you UNITED STATES GOVERNMENT LEGENDS If you are a United States government agency then this documentation and the software described herein are provided to you subject to the following United States Government Legend All technical data and computer software is commercial in nature and ...

Page 3: ...itial System Configuration 29 Disabling the Auto Discovery Feature 30 Enable Features System Wide 30 How Call Timer Works With Other Telephone Features 31 System Identity 33 Business Information 34 System Mode 34 Business Hours 35 Date and Time 35 System Date and Time 35 Simple Network Time Protocol SNTP 36 IP Settings 36 Audio Settings 37 Compression Overview 37 Codec Selection 38 Codecs and NBX ...

Page 4: ...oring 55 Introduction to Monitoring 56 Domains and Upgrades 57 Domains and Privacy 58 Announcement Tones and Supervisory Modes 60 Supervisory Monitoring Usage Notes 63 Supervisory Monitoring Error Conditions 65 Speed Dials 67 WhisperPage 68 WhisperPage Permissions 70 Using Domains For WhisperPage 70 Feature Interaction With Whisper Page 71 WhisperPage Restrictions 72 4 SYSTEM MAINTENANCE System Ba...

Page 5: ...Status 96 Removing a Telephone 96 Rebooting a Telephone 96 Adding a Remote Telephone 97 Remote NAPT Telephone Configuration 97 Creating and Managing Bridged Extensions 98 Example Bridged Extensions Configurations 100 Defining Bridged Extensions 101 Defining Bridged Extensions on a Primary Telephone 101 Defining Bridged Extensions on a Secondary Telephone 102 Defining Bridged Extensions on 3103 Man...

Page 6: ...vice IP Settings 117 Configuring the Attendant Console 119 Adding an Attendant Console 119 Modifying an Attendant Console 120 Viewing Attendant Console Status 120 Removing an Attendant Console 121 Configuring Attendant Console Buttons 121 Changing Attendant Console IP Settings 122 Configuring Connectivity to a 3105 Attendant Console Through the Serial Port 122 Connecting and Managing Analog Device...

Page 7: ...splay Data 144 Voice Mail Port Usage 144 Using ACD 144 ACD Groups 145 ACD Announcements 146 ACD Agents 148 ACD Statistics 149 Hunt Groups 152 Linear and Circular Hunt Groups 154 Calling Groups 154 Call Coverage 154 Hunt Group Supervisory Monitoring 155 8 PSTN GATEWAY CONFIGURATION Configuring and Managing Analog Line Card Ports 157 Configuring a Line Card Port 158 Modifying a Line Card Port 160 Re...

Page 8: ...ar End 186 T1 231 Far End 187 TR54016 Near End 187 TR54016 Far End 187 G 826 Near End 187 G 826 Far End 188 Using Loopback Tests 188 Enabling or Disabling Loopback Tests 189 Obtaining a Dial Tone from a PBX System 190 9 NBX MESSAGING Group List 195 NBX Voice Mail 196 Voice Mail Extensions 199 Voice Mail Passwords 199 IMAP for Integrated Voice Mail 199 Configurable Operators 200 Off site Notificati...

Page 9: ...n Considerations 238 SIP Mode and ACD 239 Other Applications Support 239 Call Log Support 239 SNMP Support 239 SysLog Support 239 CDR Support 239 Enabling and Configuring SIP Mode 240 Install and Configure the System for SIP Mode 240 Enable SIP Mode 240 Add Messaging 242 Configure Auto Attendants 244 Configure Music on Hold 245 Configure ACD Delayed Announcements 245 Add Trusted SIP Interfaces 249...

Page 10: ...ssing the Dial Plan 274 Creating Dial Plan Configuration Files 274 Importing and Exporting Dial Plan Configuration Files 275 Importing a User Defined Dial Plan 277 Exporting Saving a Dial Plan Configuration File 278 Testing a Dial Plan 279 Generating a Dial Plan Report 280 Modifying a Dial Plan Configuration File 281 Outdialing Prefix Settings 282 Managing Extensions 282 Extension Settings Overvie...

Page 11: ...ines 329 VTL Connections Using Unique Extension Ranges 330 VTL Connections Using Site Codes 331 Conference Calls Using VTL Connections 332 How to Configure a Virtual Tie Line 333 License Installation 333 Dial Plan Configuration 334 Updating the Extension List 337 Adding VTL Devices to the Pretranslators Optional 338 Verification of the Virtual Tie Line 339 Call Rerouting for Virtual Tie Lines 341 ...

Page 12: ...es 355 TAPI Settings 356 13 DOWNLOADS Software 357 LabelMaker 358 Documentation and Reference Guides 358 14 LICENSING AND UPGRADES Licenses 361 Add a License 362 Remove a License 362 Usage Report 363 Backing Up Licenses 363 Restoring Backed Up Licenses 363 Obtaining Details of License History 363 Software Upgrade 364 System Software Licensing 365 Restricted Operation 366 Considerations 367 Custome...

Page 13: ...ons 378 MIBs and MIB Objects 378 MIBs Used on the System 379 Standard SNMPv3 MIBs 380 Other IEEE RFC MIBs 380 3Com MIB Objects 381 Diagnostics for 3Com MIB Objects 383 Persistent Storage 385 Agent Conformance Reference 385 Network Management Applications 387 Applicable Endpoints 387 Syslog 389 Transport Mechanism 390 Terminology 390 3Com Implementation 390 Syslog Message Components 391 PRI Priorit...

Page 14: ...lication 430 Using the TLC Application 430 Using H3PingIP 430 System level Troubleshooting 431 Digital Line Card Troubleshooting 433 Alarm Conditions Overview 434 Alarm Descriptions 435 Alarms on NBX Digital Line Cards 436 Configuration and Status Reports 437 Connecting a Computer to a Serial Port 444 Servicing the Network Call Processor Battery 445 Getting Service and Support 446 A INTEGRATING TH...

Page 15: ...or Installation 465 Assembling System Information 466 Verifying the G 723 Converter 466 Configuring Licenses 466 Installing ConneXtions 468 Finishing the Installation 470 Overview of H 323 471 Negotiated Connections 471 Negotiated Voice Compression 472 Standard Extensions 473 Remote Internet Device Connections 473 The H 323 Connection 474 Connection Considerations 474 Overall Connectivity 475 Qual...

Page 16: ...Console 496 Other Extensions 497 Handling Conference Calls 497 Related H 323 Documentation 497 E CALLER ID Forwarded Calls and Caller ID 499 Long Caller ID Character Strings 499 Specific Caller ID Situations 500 Analog Telephones 500 Bridged Extension Telephones 501 Calls That Are Forwarded Multiple Times 501 External Calls 501 Internal Calls 503 Nortel Phones 503 Parked Calls 503 Second Incoming ...

Page 17: ... Extensions 506 Incoming DID Section 506 Least Cost Routing Portion 507 Pretranslators Part 1 508 Pretranslators Part2 509 G NBX ENTERPRISE MIB GLOSSARY INDEX 3COM CORPORATION LIMITED WARRANTY FCC CLASS A VERIFICATION STATEMENT FCC CLASS B STATEMENT FCC DECLARATION OF CONFORMITY ...

Page 18: ...18 ...

Page 19: ...features Chapter 3 Maintain the system Chapter 4 Configure telephones Chapter 5 Configure user settings Chapter 6 Configure Automatic Call Distribution Chapter 7 Configure and manage digital and analog line cards Chapter 8 Configure NBX Voice Messaging voice mail Auto Attendant and Voice Profile for Internet Mail VPIM Chapter 9 Enable and configure Session Initiation Protocol SIP operation Chapter...

Page 20: ... all topics in this book Index FCC and Industry Canada information Software End User License Agreement and Limited Warranty for Software and Hardware page 579 Table 1 Overview of This Guide Table 2 Notice Icons Icon Notice Type Description Information note Information that describes important features or instructions Caution Information that alerts you to potential loss of data or potential damage...

Page 21: ...umentation and Help systems to Voice_TechComm_Comments 3com com Please include the following information with your comments Document title Document part number found on the front page Page number Example NBX Administrator s Guide Part Number 900 0212 01 Rev AA Page 25 As always address all questions regarding the hardware and software to your authorized 3Com NBX Voice Authorized Partner ...

Page 22: ...22 ABOUT THIS GUIDE ...

Page 23: ...alls transfer calls park calls use voice mail and so on Inside the 3Com Telephone is a network device that can communicate over the LAN using Ethernet frames or IP packets The telephone also includes a LAN port You can connect your computer to your network through the telephone and avoid the need for a second LAN connection at the desktop The core of the system is the Call Processor The Call Proce...

Page 24: ...functions to expand the view of that function and display all the associated options Figure 1 NetSet Utility Page Zones Window Systems present the NBX NetSet utility through an embedded web server that is integrated in the system software NetSet passwords grant system administrators and telephone users different levels of access privileges Individual telephone users can view or change their person...

Page 25: ...ll navigation groups in the NBX NetSet user interface The navigation menu is partially or fully disabled under certain conditions These conditions include System backup in progress All menus are disabled System restore in progress All menus are disabled System shutdown All menus are disabled No system license Only Licensing and Upgrades and System Maintenance menus are enabled Tab Menu Bar Display...

Page 26: ...26 CHAPTER 1 INTRODUCTION ...

Page 27: ...dding information about new devices to the configuration database Devices include telephones Analog Line Card ports Digital Line Card channels Analog Terminal Adapter ports 3Com Attendant Consoles and virtual devices such as the pcXset Soft Telephone and the ConneXtions H 323 Gateway Devices must have network connectivity with the Call Processor After the system discovers a device the Auto Discove...

Page 28: ...00 4 digit dial plan or 100 3 digit dial plan as the first telephone extension You can use the NBX NetSet utility to specify a new extension starting number To simplify Auto Attendant configuration start a range at a base number for example 1000 100 2000 200 3000 300 or 4000 400 The default Auto Attendant assumes that extension 1000 4 digit dial plan or 100 3 digit dial plan is the extension of a ...

Page 29: ...a different subnet from the Call Processor enable IP on the Call Processor System Wide Settings IP Settings and each device must have IP configuration information You can use DHCP to configure the telephones You must configure the DHCP server to provide the Call Processor IP address through option 184 Also you can use the keypad to program IP settings into each device See Configuring Option 184 on...

Page 30: ...ish the Auto Discovery process for the initial configuration disable Auto Discovery so that the Call Processor does not continue to search for added devices To disable the Auto Discovery feature 1 Log in to the NBX NetSet utility using the administrator username and password 2 Click System Wide Settings Auto Discovery 3 Clear all Auto Discover check boxes 4 Click Apply Enable Features System Wide ...

Page 31: ...l Timer Behaviors Feature Description Internal Call The call duration displays on the originating telephone when the telephone user finishes dialing the destination number The call time increments while the called number is ringing Call Timer does not work if the caller enters an invalid internal extension External Call Call Timer behavior for an external call is the same as that of an internal ca...

Page 32: ...ed the call Call Timer displays the total time based on the time when the telephone originated the initial call Transfer Through Auto Attendant If the caller dials the main Auto Attendant number and the Auto Attendant transfers the call to the extension of choice or to the default destination then the called party sees the same behavior as if the call had been transferred That is the Call Timer co...

Page 33: ...network and host portions of an IP address on the network Network Protocol The transport mechanism for voice packets Ethernet only All communications are at the Ethernet frame layer Standard IP IP communications are used for traffic between NBX system addresses Every device needs an IP address IP On the Fly An implementation of IP communications in which Layer 2 Ethernet devices temporarily use a ...

Page 34: ...rate in a particular mode or automatically If necessary you can force the system into a specific Time of Day Service mode without changing other system settings such as Business Hours If the system is in Automatic mode it constantly compares the current time of day and day of week with the settings you establish in the Business Hours window click System Wide Settings Business Information and click...

Page 35: ...inds a match It skips a blank table Date and Time The Date and Time window allows you to configure the following System Date and Time Simple Network Time Protocol SNTP System Date and Time Make sure the system date and time are accurate because it affects these system features The 3Com telephone display panel Business hours behavior Time dependent prompts in the Auto Attendant Time and date stamp ...

Page 36: ...s with the SNTP server again Any changes to the SNTP configuration take effect when the synchronization interval expires The system uses the time provided by the SNTP server for all references to local time This includes the time stamps used by the Call Processor phones and gateways If the SNTP server fails you can configure the system to transfer server control to another active SNTP server in th...

Page 37: ... audio quality but compression requires increased processing overhead when encoding and decoding the audio information Too much processing overhead can introduce delay Table 7 lists the codecs that the system supports and describes the characteristics of each one Table 7 Supported Codecs Codec Description G 711 No Compression An International Telecommunications Union ITU standard for audio encodin...

Page 38: ...DPCM on both the low band 0 4000 Hz and the high band 4000 8000 The raw bit rate without network packet headers is 64 kbps G 722 2 is a CELP code excited linear prediction based codec G 722 is a 23 85 kbps rate G 722 2 LB has a rate of 8 85 kbps The standard was originally designed for wireless networks and the different rates allow for adapting to varying channel conditions Table 7 Supported Code...

Page 39: ...ions for a low bandwidth connection then the 3Com Business Telephone codec configuration list might show G 722 2 best quality medium bandwidth ADPCM low quality medium bandwidth G 722 high quality high bandwidth G 711 good quality high bandwidth Table 10 Default Order List Based on Bandwidth Codec Quality Bandwidth G 729 medium quality low bandwidth G 722 2 best quality medium bandwidth ADPCM low ...

Page 40: ...e those codecs are for wideband audio which is not supported by wide area networks or across the PSTN Table 11 Audio Encoding Supported by NBX Devices Device Part Number G 729 ADPCM G 711 G 722 G 722 2 G 722 2LB 3Com 1102 2102 and 2102 IR Business Telephones 3C10121 3C10122 3C10226A 3C10228IRA No Yes Yes No No No 3C10226PE 3C10226B 3C10228IRPE 3C10228IRB 3C10281PE 3C10281B Yes Yes Yes No No No 3Co...

Page 41: ... receiving telephone is subtly different from the silence in an audio stream Silence suppression results in compromises to audio quality Do not enable suppression unless you are trying to solve network bandwidth congestion issues that you cannot solve through other means such as increasing network capacity To enable Silence Suppression click System Wide Settings Audio Settings 3Com 3108 Wireless T...

Page 42: ...ge are unaffected Individual telephone users can modify the default setting in the Call Forward window of the User interface of the NBX NetSet utility by specifying the number of times the telephone rings before the system forwards a call Line Port Hold Timeout For a call that originated on an outside line the length of time that the call remains on hold before it rings at the extension that place...

Page 43: ...ation After two failures the call goes to the TAPI route point s call coverage option TAPI Line Redirect allows an external TAPI application typically a call center application to reroute incoming calls based on caller ID information automatically For more information see TAPI Route Points Camp On Timeout The length of time that a call can camp on a busy extension before the system returns the cal...

Page 44: ...ulticast addresses function in most network environments Certain addresses are reserved The MAC address and the IP address displayed on any one line of the Multicast Address List window are not related There are two methods for selecting multicast addresses Change IP Lets you select a starting address for all entries Changing IP multicast addresses is a quick way to change the range of system mult...

Page 45: ...nations For example call center operations often employ account codes to associate calls made by Automatic Call Distribution ACD agents with their relevant accounts for tracking purposes See Chapter 7 in this guide for more information about ACD Telephone users enter an account code while placing a call or during a call Verifying account codes is a global configuration setting while enforcing acco...

Page 46: ...n originate a call However once the call is answered either the primary or the secondary telephone can place the call on hold and take it off hold The last account code that the primary or the secondary telephone entered overrides the account code for the call CO Flash The system does not enforce account code entry for calls that you originate by means of a CO Flash This means that you can receive...

Page 47: ...ing You can use Paging without entering an account code Call Park If you entered an account code before you park a call that call is preserved when you unpark it You can unpark calls without entering an account code You can enter a new account code after unparking the call Redial Account codes are not stored as part of the redial digits except on analog phones even if you specified the account cod...

Page 48: ...all This means that the first call prior to the start of transfer can have account code XXX the second call prior to the completion of the transfer can have account code YYY and the transferred call has account code YYY VTL Forced account code entry applies to all VTL calls Account Codes Operational Modes Before you configure account codes for your system make sure you are familiar with the enforc...

Page 49: ...tering the outbound number and account code On a phone without a display panel the telephone plays the Feature Error tone and you must reenter the entire digit sequence The system does not require account codes for emergency calls such as 911 and immediately routes the calls During the call you can enter another valid account code using the following format F 888 Account_code You can enter multipl...

Page 50: ... does not force you to enter an account code However if you do enter an account code the system verifies that the account code is correct You can enter an account code during the call using the following format Feature 888 Account_code The system verifies the account code against the list of valid account codes On a telephone with a display panel an invalid account code shows the text string Unkno...

Page 51: ...on Class of Service 3 Click the appropriate CoS Group name which displays the Modify window 4 Locate the appropriate Class of Service such as International or Long Distance then enable or disable the corresponding Force Acct Code check box 5 Repeat the previous step for each appropriate Class of Service 6 Click Apply to activate the changes and leave this window open or click OK to activate the ch...

Page 52: ... users can remove themselves from Call Pickup group 0 but not from any other Call Pickup groups You can map Call Pickup Groups to user telephone buttons to provide one touch access to the Call Pickup groups See Creating and Managing Button Mappings in Chapter 5 To configure call pickup groups and modify group membership 1 Log on to the NBX NetSet utility using the administrator login ID and passwo...

Page 53: ...t dial plan 6000 through 6099 3 digit dial plan 601 through 609 Adding a Call Park Extension To add a Call Park extension 1 Click Feature Settings Call Park 2 Click Add 3 Enter the number of an extension in the Extension field 4 Enter a name for the extension in the Name field 5 Click OK Changing a Call Park Extension Name To change the name of a default Call Park extension 1 Click Feature Setting...

Page 54: ...ou can assign to a telephone user For example if you want to assign a page zone to extension 720 either change the dial plan to make 7 an internal call or assign the CoS permissions labelled Diagnostics to users who will be dialing the 720 page zone To keep the dial plan and CoS defaults use the extension range of 6000 6999 or 600 699 for page zones Many extensions in these ranges are already rese...

Page 55: ...Set utility using the administrator login ID and password 2 Click Feature Settings Page Zones 3 See the online Help for information about how to add modify and remove page zones Ring Patterns You can set system wide ring patterns such as one two or three rings to distinguish between internal and external calls Do not confuse ring patterns with ringer tones which telephone users can set for their t...

Page 56: ...g is disabled You can enable or disable Supervisory Monitoring on a system wide basis Click System Wide Settings Enable Features System Wide and then enable the Supervisory Monitoring check box There might be situations in which a telephone user s calls need not be monitored In this case the Privacy List domain is a special domain that contains telephone users whose calls cannot be monitored A mon...

Page 57: ...stem does not create a new Supervisory Domain for that group The new Supervisory Monitoring domains have these characteristics The upgrade process transfers all relevant information from release R5 0 groups to the new release R6 0 Supervisory Monitoring domains For example the members of a new Supervisory Monitoring domain are the same members of the Hunt Group or the ACD Group that you created in...

Page 58: ...counts as one of the parties in a conference which supports up to four parties at one time Domains A domain defines logical groupings of the agents who a supervisor or supervisors is required to monitor The NBX 100 system can support up to 49 domains All other hardware platforms can support up to 101 domains Anyone who has a valid Supervisory Monitoring domain password can be the supervisor and mo...

Page 59: ...vent a call from being monitored on a call by call basis Telephone users can toggle Call Privacy on and off to block or accept monitoring This contrasts with membership in the Privacy List domain which ensures that a supervisor cannot monitor any calls associated with a telephone user You can assign a telephone user to a CoS group that allows Call Privacy so that the telephone user can use Feature...

Page 60: ...e announcement tone scheme The system uses the announcement tones to indicate the status of Supervisory Monitoring to call participants When the supervisor invokes either Monitor or Whisper mode the agent might hear a tone depending on how you configured the Supervisory Monitoring domain to which that agent belongs When the supervisor invokes Barge In mode the agent and the external party might he...

Page 61: ...elephone press the programmable access button mapped to Monitor or press the Feature button and use the keypad to enter Feature Code 425 for Monitor The system prompts for the domain password 3 Enter the Supervisory Monitoring Domain password then press either the OK menu option or key as appropriate If the password or the extension is invalid the display panel displays an error message and allows...

Page 62: ...panel that displays menu options or indications that the Supervisory Monitoring feature is in use The agent s display panel does indicate that Supervisory Monitoring is in use Changing Agents and Changing Modes While Monitoring While you listen to a call in Monitor mode the telephone display panel provides options to allow you to choose Barge In mode Whisper mode or to change to another agent s ca...

Page 63: ...the appropriate mode 1 Press the BrgIn Soft Key on your telephone The agent might hear an announcement tone depending on the way you configured Supervisory Monitoring 2 Hang up the receiver to end the Monitor session Changing Agents While Monitoring a Conversation While in Monitor mode the supervisor can change which agent to monitor 1 Press the Chg Soft Key on your telephone The system prompts fo...

Page 64: ...uring a call Forward voice mail Do Not Disturb Mute Hold The display panel displays the message Not allowed if you invoke any other features during a monitoring session If the customer or the agent invokes a session modifying service such as Transfer Conference Call Park or Transfer to Voice Mail the system drops the supervisor from the call You can use third party TAPI applications to monitor cal...

Page 65: ...which you cannot monitor an ACD call though the system is processing the call as an ACD call You cannot monitor ACD calls going through call coverage to voice mail or Auto Attendant Multiple supervisors cannot monitor the same agent at the same time Supervisory Monitoring is limited to one active supervising session per agent Supervisory Monitoring Error Conditions This section describes the most ...

Page 66: ...plays an explanatory error message and the system gives the supervisor the option to change agents An agent puts an ACD call on hold before the supervisor invokes Supervisory Monitoring The display panel displays an explanatory error message and the system gives the supervisor the option to change agents Table 17 Validation Errors Action Result The supervisor enters an incorrect password or extens...

Page 67: ...the system prompts again for the extension of an agent The agent is not on any call The display panel displays an explanatory error message for five seconds then the system prompts again for the extension of an agent The agent hangs up before the monitoring message reaches him causing Supervisory Monitoring to timeout The display panel displays an explanatory error message for five seconds then th...

Page 68: ...kplace by an assistant and manager While a manager is on a call an assistant can start a WhisperPage session to alert the manager of an important meeting or call During the WhisperPage session the assistant cannot hear the manager or the third party speaking and the third party cannot hear the comments of the assistant If the manager is not on an active call when the assistant starts a WhisperPage...

Page 69: ...rson to whom the manager is speaking 4 To refuse the WhisperPage the manager can invoke the Do Not Disturb DND feature during the Decline Time The assistant hears an error tone and the display panel on the assistant s phone shows a message that indicates that the WhisperPage was unsuccessful The manager can also invoke DND to end an active WhisperPage session If the manager invokes DND the feature...

Page 70: ... time before an initiated WhisperPage session becomes active Telephone users listeners to whom you can initiate a WhisperPage session Telephone users speakers who can initiate a WhisperPage session with you You can define these access privileges when you create the WhisperPage domains Using Domains For WhisperPage A domain is a grouping of telephone users who are logically associated in some way Y...

Page 71: ...e Manager Assistant Account Code Allow Disallow CO Flash Allow Disallow Conference Allow drop assistant Disallow Conference drop Allow Disallow COS Override Allow Disallow Directory Allow Disallow Direct Mail Transfer Allow drop assistant Disallow Feature Manager Assistant Fwd RNA n a Disallow Fwd Busy n a Disallow Fwd DND Allow drop assistant Allow Handsfree Allow Allow Hold Allow drop assistant ...

Page 72: ...ser park Allow drop assistant Disallow Feature Manager Assistant Hunt Group Logging Allow Disallow Hunting Service n a n a Last Number Redial Allow Disallow Lock unlock Allow Disallow Orig startup n a n a Feature Manager Assistant System info Allow Disallow Term startup n a n a Transfer Allow drop assistant Disallow User password Allow Disallow Camp On Allow drop assistant Disallow Volume Up Down ...

Page 73: ...m has a resource pool of 42 multicast addresses for the WhisperPage feature There are no limits as to the maximum number of multicast addresses that any one feature can use It is possible for another feature to exhaust the addresses in the resource pool Use the DND feature to implement Decline Whisper On an ATA any feature that the manager tries to invoke disconnects the assistant from the call If...

Page 74: ...74 CHAPTER 3 FEATURE SETTINGS ...

Page 75: ...f your database be sure that the version number of the backup file matches the version number of the system software For example to restore the data on a system running release R6 0 use a backup file from release R6 0 not from release R5 1 or lower If you restore a database that you saved on an older release the operation will succeed However if there is a change in the database schema between the...

Page 76: ...uring a backup operation a series of status windows track the steps Some steps might occur quickly so that you do not see the status window For example you might see the status window appear to go from step 1 to step 4 if steps 2 and 3 complete quickly A system task which is independent of all other system tasks backs up your database You can safely perform any of these actions before the backup o...

Page 77: ... of 7 7 Backup Finishing The system deletes temporary files created during the backup operation The status bar displays step 7 of 7 Saving the Backup File After the system completes the backup operation the final window displays the name of the backup file and gives you the opportunity to save the file in a location you choose which is typically on the disk drive of your PC or on the disk of anoth...

Page 78: ...ion You might need to do this if you have installed a new version of the software but you want to use older configuration data During normal operation you do not need to use this function CAUTION 3Com does not support the restoration of a database from an older version of the system software In addition you can severely damage an NBX 100 system if you try to restore a database from a V5000 V3000 o...

Page 79: ...ta You can to import telephone data from a file on a PC to the database or export telephone data from the database to a file on a PC click System Maintenance Import Export Data The data is in CSV format which is a Microsoft Excel convention This method lets you populate many telephone user records into the database in a single operation CAUTION Make sure you are familiar with data in this format b...

Page 80: ...he system without first shutting down the system software using the NBX NetSet Shutdown function the operating system must perform a file system check during the next startup cycle to ensure file integrity The file system check significantly increases the time it takes for the system to come to a ready state During a file system check operation the Call Processor s S1 and S2 status lights flash in...

Page 81: ...d Limits access to Call Detail Reports an optional component of the system See Call Report Settings on page 82 for more information ACD Call Data Reporting Password Limits access to ACD Call Detail Reports Virtual Tie Lines Password Enables calls over Virtual Tie Lines VTLs to hop off after they reach the destination system The call then appears to originate at the destination system See Chapter 1...

Page 82: ...rting software spreadsheets databases and word processing applications Export your call data in HTML format for publication on a web server Export reports to a disk file or directly to a Microsoft mail message or a Microsoft Exchange folder CDR Changes At Release R6 0 The release R6 0 system software has enhanced NBX Call Reports to provide more data clarity and completeness for the CDR client rep...

Page 83: ...pervisory Monitoring data This is placed under the party tag This is an optional tag Fwp This subtag appears only for those parties having WhisperPage data This is placed under the party tag This is an optional tag Fwp uses the some of the fields that are present under the Fmwb subtag New File Format Release R6 0 requires CDR to use XML instead of CSV as a file format However the NBX NetSet utilit...

Page 84: ...ers upgrade from release R5 0 to release R6 0 All settings related to purge interval and logging of internal calls are retained as in release R5 0 pre R5 0 CDR NBX There is no option for supporting pre R5 0 CDR operations Select the option Enabled for XML If clients upgrade from pre release R5 0 versions to the CDR 6 0 version directly then backward compatibility is not provided and clients must v...

Page 85: ...more information about how to configure a VTL pretranslator to avoid inaccurate data in CDR records To configure call reporting click System Maintenance Call Report Settings and see the online Help for more information The software supplied by or on behalf of 3Com has the ability to mask or scramble the last four digits on call records If you do not select this function the software records call n...

Page 86: ...you have assigned Purge Database and CDR You can purge Call Detail Reports CDR data at the same time that you purge telephone user and device data To purge data and CDR data 1 Click System Maintenance Purge Data 2 Click Purge Database and CDR You might need to purge your existing CDR records if you perform an upgrade See the appropriate Software Upgrade Guide for details Purge All Voice Mail You c...

Page 87: ...ou cannot move the data from a V5000 system with 1000 devices successfully onto a V3000 system unless you install the memory upgrade and a license to support at least 1000 devices on the V3000 system You can choose to include or exclude telephone users voice mail messages when you perform the data migration The system software version on the target system must be equal to or higher than the softwa...

Page 88: ...system nor can you use the license keys from the old system License keys are generated from each system s unique system ID number 3 Perform a backup operation on the old system click System Maintenance System Backup 4 Enable the Include NBX Voice Mail and Include NBX Licenses check boxes if you want telephone users voice mail messages and licenses to be available on the new system 5 Use the backup...

Page 89: ... 30 to 90 minutes to complete the mirroring process depending on the amount of data on the master disk Adding a Mirror Disk If your V3001R or V5000 system uses a single disk you can add a mirror disk The disk you add must have at least the same storage capacity as the disk in the system You must obtain a disk mirroring license to convert a single disk system to use disk mirroring You also need a P...

Page 90: ...e disk tray in place 5 Restart the system 6 Verify that the disks begin the mirroring process On the Call Processor front panel check the four status lights under the PWR and S1 labels The status lights labeled 1 2 and 3 Figure 3 indicate disk status Figure 3 Disk and Power Status Lights Table 21 describes the possible states of the status lights Table 21 Disk Status Light States Explanation LED 1...

Page 91: ...id disks but they are not paired system is halted 4 flashes Configuration problem system is halted 5 flashes Two disks present but no mirroring license N A Flashing Flashing On Using disk 0 zero only N A On Off On Using disk 1 only N A Off On On Synchronizing disk 0 is valid disk 1 is becoming a fully mirrored disk LED 3 flash rate indicates progress If LED 3 stops normal flashing and intermittent...

Page 92: ...irrored disk drive e Disconnect the power harness from the mirrored disk drive f Unfasten the mirrored disk from the disk tray using the Phillips screwdriver and the screws provided with the disk g Reinsert the disk tray h Screw in the two retaining screws and lock the disk tray in place 4 Restart the system 5 Use the NBX NetSet utility to remove the disk mirroring license from the NBX NetSet util...

Page 93: ...and configuration procedures see the online Help For information about installing the system hardware components see the NBX Installation Guide Adding Removing and Modifying Telephones This section describes how to add remove and modify telephones in the NBX NetSet utility You can also review the status of each device and configure button mappings for 3Com telephones Adding a New Telephone You can...

Page 94: ... power and the network depend on your power source and the type of telephone See Chapter 3 in the NBX Installation Guide or the telephone packing sheet for telephone connection information Adding a New Telephone Using Auto Discovery Before you enable Auto Discovery verify that a 3 digit or 4 digit dial plan is installed on the Call Processor and that you have specified a starting extension See the...

Page 95: ...lephone its display panel displays the device s MAC address and a rotating hyphen You can now disconnect the telephone and move it to its destination The telephone retains its extension and button mappings Adding a Telephone Manually To add a new telephone manually 1 Click Telephone Configuration Telephones 2 Click Add 3 Enter the appropriate values in the fields See the online Help for more infor...

Page 96: ...em removes the selected telephone 4 Click User Configuration Users 5 Select the extension or extensions that you want to delete and click Remove Selected To select all telephones enable the Select check box 6 Click OK when the dialog box prompts you so that the system deletes the selected extension If you do not delete the telephone user the extension of the removed telephone becomes a phantom mai...

Page 97: ...ring the NAPT device see the documentation for that device To add a broadband connected telephone behind a NAPT device 1 Make sure the system is set up for IP operations either Standard IP or IP On the Fly If you are not using a VPN connection to establish access from your home system to the system network the system must have a public IP address 2 Use the NBX NetSet utility to enable Auto Discove...

Page 98: ...or system operations This mapping feature known as virtual server port mapping port range forwarding or rules is required to allow traffic to pass to and from the 3Com Telephone Creating and Managing Bridged Extensions Bridged extensions allow you to have the extension of a primary telephone appear on one or more secondary telephones Most activities associated with the extension can be performed o...

Page 99: ...ll the calls You can define any one telephone as either a primary telephone or a secondary telephone but not both If the telephone has an Attendant Console associated with it the bridged extension functions for the telephone extend to the Attendant Console For example you can configure an 3Com 2101 Basic Telephone with an associated Attendant Console as a primary telephone with up to 11 bridged ex...

Page 100: ...re defined as bridged extension buttons Two other 3Com Business Telephones extensions 1055 and 1066 are defined as secondary telephones on which extension 1044 appears On the 1055 telephone buttons 10 11 and 12 are configured as the three bridged extension buttons for the 1044 telephone On the 1066 telephone buttons 4 5 and 6 are configured as bridged extension appearances If a call is made to ext...

Page 101: ...a call using any of these buttons there is no indication status light of the call on either secondary telephone If there are five active calls on the 1077 telephone and a sixth call is made to that extension it rings only on the 1077 telephone on the first unused button in the 1 2 3 group Defining Bridged Extensions The process of defining bridged extensions involves Defining Bridged Extensions on...

Page 102: ...primary telephone in the Number column Figure 4 shows a group of three buttons that have been configured as bridged extension appearances for the extension 1066 on the primary telephone 5 Click OK Defining Bridged Extensions on a Secondary Telephone After you have defined the bridged extension buttons on the primary telephone you can define the corresponding bridged extension buttons on a secondar...

Page 103: ...n b Type the extension number of the primary telephone in the Number column Figure 5 shows a group of three buttons that have been configured as bridged extension appearances for the extension 1066 associated with the primary telephone Figure 5 Button Mapping Window After Mapping 5 Click OK Defining Bridged Extensions on 3103 Manager s Telephones To configure the 3Com 3103 Manager s Telephone as a...

Page 104: ...r of primary bridged extensions which also defines this telephone as a primary telephone The maximum number of primary bridged appearances and system appearances which you define from the System Appearances Quantity drop down list cannot total more than 12 From the System Appearances Quantity drop down list choose the number of system appearances for the telephone The default number of system appe...

Page 105: ...by associated secondary telephones Any other calls to the primary telephone use the system appearance lines and cannot be answered by associated secondary telephones If all three lines are in use a fourth call causes the Message Waiting Indicator on the primary telephone to flash but the display panel does not display any information However you can answer the call on the unused system appearance ...

Page 106: ... for extension 1051 and buttons 4 5 and 6 are configured as bridged extension appearances of the manager s telephone 1027 The other secondary telephone is also an 3Com Business Telephone extension 1018 The telephone is used by the person Connie who answers the manager s telephone whenever the manager s assistant is not available Buttons 10 11 and 12 are configured as bridged extension appearances ...

Page 107: ...ding has been evacuated because of a fire Neither Alicia nor Bradley nor Connie is available to answer the call After the number of rings that are configured for Alicia s telephone the call is sent to Alicia s voice mailbox Example 5 A call arrives at Alicia s telephone and Bradley answers the call then places it on hold and Alicia picks up the call Bradley leaves the area asking Connie to answer ...

Page 108: ...s a blind transfer and routes the call to voice mail if the call is not answered However you can initiate Camp On with Call Transfer to queue a call to a busy primary bridged extension line You can initiate Direct Camp On to queue a call to a busy primary bridged extension regardless of which line is in use That is the primary telephone user can be using a system appearance line or a bridged exten...

Page 109: ...k OK The Telephone Groups list includes the new group Modifying a Telephone Group You might want to change the name of a telephone group to reflect a change in your organization or you might want to change whether the group is configured for call recording and monitoring To change the name of a telephone group 1 Click Telephone Configuration Telephone Groups 2 Click the group whose name you want t...

Page 110: ...e information in ascending or descending order Recording and Monitoring Telephone Calls If you have call recording application software that runs on a PC that is external to the system you can record and monitor telephone calls to and from telephones on the system To enable call recording and monitoring on the system you must purchase a system wide license After you install the license you can ena...

Page 111: ...enable recording on any NBX device in a conference call the system enables recording for all NBX devices for the duration of the conference call When the call has been completed the system restores the recording settings that were in effect prior to the call Example A three party conference call involves these telephones A 3Com Business Telephone on the local system An analog telephone connected t...

Page 112: ...espond to the commands to enable or disable call recording If you disable recording for the Default Business Phone Group it might still be possible to record calls involving the telephones that are not 3Com Telephones in that group Creating and Managing Button Mappings Button mappings allow you to place features such as speed dial numbers and shortcuts on telephone buttons for individual telephone...

Page 113: ...ights You can assign one touch actions such as Speed Dial or system features such as Do Not Disturb to any access button 3Com 2101 Basic Telephones include three access buttons 3Com 2101 Basic Telephones operate in PBX mode only that is you cannot map CO lines directly to telephone buttons Not all button type functions are available on all models of telephones Functions that you might assign to a ...

Page 114: ...appings and create mappings for individual telephones For example you can create a group called Sales and assign three shared direct lines to the group Then you can assign one unshared direct line to each of the telephones currently in use by members of the Sales group The Lock feature see Creating Groups and Button Mappings on page 116 allows you to control button behavior If you enable Lock a ch...

Page 115: ...ating a Delayed Ringing Pattern You can define a ringing progression for a line that you map to multiple telephones For example you can configure a call to ring immediately at telephone 1 begin ringing at telephone 2 after 4 rings and then begin ringing at telephone 3 after 8 rings Any of the telephones can pick up the call at any time even if it has not yet started audibly ringing at a particular...

Page 116: ...yed ringing pattern do not need to belong to the same group As long as all the telephones have the same line mapped you can create the delayed ringing pattern Creating Groups and Button Mappings Telephone button mappings are part of a device You assign a set of mappings to an individual by associating a particular device or group to that telephone user A telephone user can see the button mappings ...

Page 117: ...e must be outside the address range that the DHCP server uses You can install 3C10116D T1 and 3C10165D E1 Digital Line Cards in a remote location and communicate with their Call Processors over a routed network For a description about how to configure remote Digital Line Cards see Setting Up a Digital Line Card at a Remote Location on page 183 See the online Help for more information about IP netw...

Page 118: ...emove power from a telephone or a single port ATA and then reconnect it If the device is a card it reboots automatically when you insert it into the new chassis You do not need to remove power to the chassis when you add or remove cards When you change IP Settings the system terminates all current calls through this device 9 In the NBX NetSet utility return to the IP Settings window for the device...

Page 119: ...to Discovery process maps all existing telephones to the Attendant Console You can associate any 3Com telephone with an Attendant Console However if you use a 3Com 3103 Manager s Telephone you cannot map a CO line directly to a button on the Attendant Console and the Attendant Console will not support Bridged Station Appearances This section describes these topics Adding an Attendant Console Modif...

Page 120: ...ephone To modify an existing Attendant Console 1 Click Telephone Configuration Attendant Console 2 Click the extension of the Attendant Console that you want to modify 3 Modify the appropriate settings 4 Click Apply to make the changes and then click OK Viewing Attendant Console Status From the Attendant Console Status window you can check the status of an Attendant Console You can also reboot the...

Page 121: ...re buttons Configuring Feature Buttons To map the Attendant Console Feature Buttons 1 Click Telephone Configuration Attendant Console 2 Click the Attendant Console extension for which you want to map Feature Buttons 3 Click the Feature Mapping tab 4 Use the drop down list next to each button to select the feature you want to assign to the button For a description of each function you can assign to...

Page 122: ... the Fly or DHCP to assign IP addresses and thus cannot manually change the addresses if you use Standard IP network protocol you can manually change the IP address of Attendant Consoles and other devices To set Attendant Console Feature IP settings 1 Click Telephone Configuration Attendant Console 2 Click the extension of the Attendant Console 3 Click the IP Settings tab 4 Type the new values for...

Page 123: ...t terminal emulation software on the computer and create a new connection 4 Configure the connection to use the settings in Table 24 5 Use the commands in Table 25 to configure the 3Com 3105 Attendant Console Make sure you specify IP and MAC address information appropriate for your network Note that NCP refers to the Call Processor For example nbxSetIpAddress 192 168 123 123 Table 23 Pinouts for 3...

Page 124: ...discusses these topics Adding an Analog Terminal Card Table 25 Hyperterminal Commands for Configuring the 3105 Attendant Console Parameter Hyperterminal Command Comment Device IP Address nbxSetIpAddress nnn nnn nnn nnn Sets the IP address of the device You clear the address is you set the IP address to 0 0 0 0 or 255 255 255 255 Subnet Mask nbxSetSubnetMask nnn nnn nnn nnn Sets the IP subnet mask ...

Page 125: ...figuration ATA The four ports of the Analog Terminal Card appear in the ATA list as well as the ports of any previously discovered Analog Terminal Cards and any previously discovered Single Port Analog Terminal Adapters ATAs Extension Assignments 3C10117 ATC The 3C10117C Analog Terminal Card replaces the 3C10117 Analog Terminal Card Each of the four ports on a 3C10117 Analog Terminal Card has a MA...

Page 126: ...r ports See Modifying an Analog Terminal Port on page 127 Extension Assignments 3C10117C ATC On a 3C10117C Analog Terminal Card there is only one MAC address Each of the four ports is assigned a unique virtual device number 1 through 4 so that the system software can address each port separately When you click Telephone Configuration ATA to view the information the system displays the port number ...

Page 127: ...as necessary See the online Help for more information 4 Click Apply to add the new ATA to the system 5 Repeat as necessary to add more ATAs 6 When you are finished adding ATAs click OK Modifying an Analog Terminal Port You can modify the configuration of an Analog Terminal Card port or a single port ATA at any time To modify an analog device configuration 1 Click Telephone Configuration ATA 2 Clic...

Page 128: ...iew the status of an ATA or an ATC port 1 Click Telephone Configuration ATA Use the MAC addresses to determine whether an item in the list is an ATA or one of the ports on an ATC Ports on a 3C10114 Analog Terminal Card have sequential MAC addresses Ports on a 3C10114C Analog Terminal Card all have the same MAC address followed by a Virtual Device Number VDN enclosed in square brackets An Analog Te...

Page 129: ...o set these parameters 1 Click Telephone Configuration ATA 2 Click the extension of an ATA or ATC port 3 Click the Advanced Settings tab See the online Help for more information If you change any of the values in the Advanced Settings dialog box the settings you change persist if you later upgrade the system software or you change the regional software ...

Page 130: ...130 CHAPTER 5 TELEPHONE CONFIGURATION ...

Page 131: ...add a SIP telephone user and extension to the system database and then use the SIP telephone to complete the configuration 2 See the online Help for information about how to add modify and remove telephone user settings and about SIP telephones For information about user settings that individual telephone users can configure see Chapter 1 in the NBX Telephone Guide Phantom Mailboxes A phantom mail...

Page 132: ...s a phantom mailbox from any telephone the telephone user 1 Calls the extension 2 Presses during the greeting 3 Logs in 4 Provides mailbox initiation information when the system prompts if this is the first time the phantom mailbox is accessed 5 Use the NBX NetSet utility to set up telephone options such as Call Forwarding after setting up a password Class of Service CoS Class of Service CoS is a ...

Page 133: ...erence room telephone with a CoS that does not allow external calls The telephone user enters the feature code into the conference room phone and the system prompts for username and password before allowing the call The feature code applies to the next call only After the telephone user hangs up the telephone reverts to its assigned CoS To set an account code as Forced enable the Force Acct Code c...

Page 134: ...ccess button Enable the Lock check box to prevent telephone users from mapping a function to the selected button CoS permissions do not apply to hunt groups This means a CoS cannot prevent you from configuring operators in a Hunt Group Service classes control these types of calls Intercom External local long distance international long distance toll free and long distance toll CO Code optional tel...

Page 135: ...istribution ACD ACD Considerations Using ACD Hunt Groups For more information about these topics and configuration procedures see the online Help Automatic Call Distribution ACD A call center is the general term that refers to any system that accepts incoming calls to a site ensures that those calls are sent to the proper destination within the site and manages database records on call activity an...

Page 136: ...ACD Groups To take full advantage of ACD organize your ACD agents into ACD groups An ACD group is a number of agents that the system treats as a single entity for the purposes of handling calls Supported ACD Group Types Multiple ACD Group Membership ACD Agent List ACD Licenses ACD Group Populations Supported ACD Group Types The system supports the following ACD group types ACD Linear Group The sys...

Page 137: ...calls for a given duration of time becomes the next available agent For example two agents in a group each have been logged in to their ACD group for ten minutes Agent One has answered five calls and Agent Two has answered ten calls In this case the system assigns Agent One to receive the next incoming call All types provide a timeout value that determines final call handling such as voice mail or...

Page 138: ... The system routes calls to Agent One based on this calculation You can use this feature to allow agents with different skill sets to be a part of multiple ACD groups ACD Agent List Both ACDs and hunt groups act upon a list of selected extensions rather than the entire directory of telephone extensions on the system In the case of ACD the supervisor creates this list called an Agent list The syste...

Page 139: ...s This is the default behavior Shift that uses system business hours The ACD group uses defined business hours click System Wide Settings Business Hours One of four custom configurable shifts The ACD group uses the hours specified in the ACD function Custom Hours Dynamic or Emergency Shifts The operating hours of the ACD group are dynamically reset in the ACD function Custom Hours Custom Operating...

Page 140: ...hat inform the caller approximately how long it will be before an agent answers the call For example you can record an announcement such as An agent will take your call in approximately one minute Please stay on the line This time interval is called Estimated Wait Time The system uses both static and dynamic information to calculate Estimated Wait Time To designate an announcement as an Estimated ...

Page 141: ... Close of any ACD Group for a holiday or emergency You must manually enable the first thing on the next working day Any new calls after the force close receive an ACD close announcement and the system forwards them to call coverage In case of a force open the ACD closes at the next configured close time Announcements for SIP Mode Systems A SIP mode system uses a different audio codec format than a...

Page 142: ...pped button allows the agent to override the Wrap Up timer to take new calls immediately However the agent can override the Wrap Up timer only after completing the call This means that even if the agent wants to override Wrap Up time during an ACD call to take another ACD call the agent cannot do so The only exceptions to this rule are personal calls or Calling Group calls Therefore if an agent is...

Page 143: ...Make sure you are aware of these restrictions before you configure ACD operations on your site Hardware Limits for ACD Groups ACD Operations With Call Detail Reports CDR Display Data Voice Mail Port Usage Hardware Limits for ACD Groups Table 28 lists the limits on the number of ACD groups for each hardware platform ACD Operations With Call Detail Reports CDR The Call Detail Reports application cre...

Page 144: ...5000 systems 12 voice mail ports NBX 100 systems See the section Contention on page 151 for more information about resource limitations for delayed announcements Using ACD First determine the scope of your call center operations Then determine that you have the system resources that you need Less than the allowable maximum of devices on the system Sufficient number of voice mail ports Sufficient n...

Page 145: ...Distribution Groups ACD Groups Display Fields in the ACD Groups Window Table 29 describes what each display field shows in the ACD Groups window Functions on the ACD Groups Window The ACD Groups window allows you to configure the operating environment of the ACD groups at your site You can perform specific Table 29 ACD Groups window Field Description Field Description Extension Lists the extension...

Page 146: ...g Service See Chapter 10 for more information Table 30 Function on the ACD Groups Window Function Description Add Invokes a multi step configuration utility that helps you create a new ACD group Modify Click a Group Extension to change the configuration parameters of an existing ACD group Memberships Lists the data of agents in a specific ACD group Announcements Provides the means to add change re...

Page 147: ... the wait period that is until the call is answered or until the ACD group s timeout period is exceeded If the timeout period is exceeded the system forwards the call to the destination that you specified in the Group Coverage Action after Timeout field when you added or modified the ACD group If the agent answers the call the system immediately stops playing the announcement or the Music On Hold ...

Page 148: ...ile Enter Path for WAV File to Import Announcement Lets you point ACD to the location in the file system of the WAV file that you want to associate with the selected telephone extension Browse Instructs the system to search the file system under your direction for the WAV file to associate with the selected telephone extension Import Imports a WAV file from the file system into the ACD list of usa...

Page 149: ...es the Add button and displays an error message to indicate that the maximum number of agents has been reached To unassign a system user as an ACD agent do the following 1 Click the Select box to deselect any user in the Agent List that you want to unassign from ACD responsibilities 2 Click Apply ACD Statistics The ACD Statistics window allows you to gather meaningful data about agents calls and c...

Page 150: ... contention Extension Displays the telephone extension for this ACD Name of ACD Displays the name of the ACD that is associated with this extension Logged In Agents Displays the total number of agents logged in at the time you invoked the Statistics window Current Queue Displays the number of calls that are currently in the call waiting queue of this ACD Answered Calls Calls to this ACD that were ...

Page 151: ...ist click Dial Plan Configure and then click the Modify tab 4 Configure the appropriate ACD group to use the new extension list for Delayed Announcements a Click Call Distribution Groups ACD Groups b Click the ACD group s extension c Click the Announcements tab d From the Select a port to play announcements drop down list select the new extension list The ports in the new extension list are now re...

Page 152: ... themselves using the hunt group password you create You can associate one or more of the hunt group login logout feature codes with a particular group and then map that feature code to a telephone access button to allow telephone users to easily login and logout of the hunt group The access button light remains lit while the user is logged into the hunt group Hunt groups are specified by extensio...

Page 153: ...e the online Help for more information When you create a hunt group you specify one of three types linear hunt group circular hunt group or calling group You base your choice on the ringing pattern that you want For each group that you define you also specify The Total Timeout The length of time in seconds that the call rings on the group s telephones before the call goes to the group s call cover...

Page 154: ... the Total Timeout begins ringing again through the telephones in order Depending on the Total Timeout value an unanswered call might ring through all telephones in the group multiple times If the Total Timeout value exactly matches the sum of the Per Device Timeouts the behavior of a single incoming call is the same for both linear and circular hunt groups When the system routes a second call to ...

Page 155: ...group with or without the knowledge of the parties involved in that conversation This feature is called Supervisory Monitoring The monitoring user is called the supervisor The supervisor who might or might not be the system administrator can join a call between a person calling into the system for example a customer and a person on site whose job it is to accept incoming calls Joining calls in pro...

Page 156: ...156 CHAPTER 7 CALL DISTRIBUTION GROUPS ...

Page 157: ...NBX Installation Guide Configuring and Managing Analog Line Card Ports Each Analog Line Card provides access for up to four local telephone lines into your system The Call Processor treats a line card port as an extension so each line card port needs its own extension number You use Auto Discovery to detect line card ports and you define the starting address for Auto Discovery of devices in the sy...

Page 158: ...s a member of a line pool You can configure a line card port automatically recommended or manually Verify that you have chosen a 3 digit or 4 digit dial plan before you begin to configure line card ports See Chapter 11 for information about how to configure the dial plan Configuring a Line Card Port Automatically To configure a line card port automatically 1 Login to the NBX NetSet utility using t...

Page 159: ...number of rings specified for the Receptionist s telephone Not mapped to any telephone 500 Calls go directly to the Automated Attendant without ringing any telephone Mapped to a button on the Receptionist s Telephone or to a button on an Attendant Console associated with the Receptionist s telephone Extension of the Receptionist Receptionist s telephone rings If no one answers the call transfers t...

Page 160: ...iguration Analog Line Cards and click an extension Mapped to a button on a user telephone or to a button on an Attendant Console associated with the user s telephone Extension of the Receptionist User telephone rings If no one answers the call transfers to the Receptionist s telephone The transfer occurs after the number of seconds specified in the Time Out field for the appropriate time of day Op...

Page 161: ...nline Help for more information Rebooting a Line Card Port To reboot a line card port 1 Click PSTN Gateway Configuration Analog Line Cards 2 Click the extension of the line card port 3 Click the Status tab 4 Click Reset Device CAUTION On the 3C10117 Analog Line Card you can reboot individual ports without affecting the other ports However if you reboot an analog port on the 3C10114C or 3C10114D An...

Page 162: ...ystem provides the calling number ANI so that the emergency services personnel can determine the location of the caller from the E911 database You must update the CO PSAP databases E1 Digital Line Card to connect to an E1 service that the local telephone company provides You can configure an E1 Digital Line Card for ISDN PRI signaling only BRI ST Digital Line Card to manage a BRI line with four BR...

Page 163: ...s Preparing the System for Digital Line Cards Ordering DID CLIP and MSN Services Enabling Auto Discovery for Digital Line Cards Inserting the Digital Line Card Preparing the System for Digital Line Cards Before you insert a T1 Digital Line Card into the chassis order a T1 line from your telephone carrier E1 Digital Line Card into the chassis order an E1 line with the specifications you want from y...

Page 164: ...the last digits of the telephone numbers that the carrier assigns to you do not match the telephone extension numbers you want to use for internal calls Create entries in your dial plan configuration file to trans late the incoming numbers into the corresponding extension numbers Example You want to use internal extensions from 4000 through 4999 but the local telephone carrier assigns you numbers ...

Page 165: ...nalog Line Cards check box 3 Click Apply Other check boxes might be enabled based on previous Auto Discoveries You do not need to clear these check boxes to install the Digital Line Card However it is good practice to clear all check boxes other than the one that you want to enable so that the Call Processor does not continue to search for added devices Inserting the Digital Line Card You do not n...

Page 166: ...fter the Auto Discovery process completes and before you connect the T1 Digital Line Card to the telephone company s T1 line the CF Carrier Fail light appears solid green on a 3C10116C card On a 3C10116D card the POST DNLD CARD and Call Processor lights appear solid green For more information about T1 card status lights see E1 and T1 Digital Line Card Status Lights on page 171 You are now ready to...

Page 167: ...al Line Card that you installed into the chassis 6 To change the name of the Digital Line Card edit the contents of the Board Name field to identify the card in device lists 7 For BRI service verify that the Card Type field displays ISDN BRI If it does not the system has not properly autodiscovered the card Restart the installation process 8 To change the signaling type for a T1 Digital Line Card ...

Page 168: ...eway Configuration ISDN BRI Spans 2 Click the MAC address of a span 3 Enable the On Line check box 4 Click OK 5 In the T1 ISDN Board List verify that the entry for this card in the Status column changes from Offline to Ready You might need to wait a minute or two and then refresh your browser window to see this change For reports about all installed Digital Line Cards click PSTN Gateway Configurat...

Page 169: ...runks 3Com does not recommend this setting because it enables the possibility of toll fraud 5 For T1 Digital Line Cards modify the Wink Wait value a Select Wink Wait from the Timer Values list b Type 3000 in the New Value field c Click Apply d Ask your telephone service provider to set their Wink Wait value to 3000 msec 6 For T1 Digital Line Cards modify the Guard value a Select Guard from the Tim...

Page 170: ... click Apply to refresh the list of channels and to see the updated status If you have connected the telephone company s line to the Digital Line Card the Nominal on 3C10165C E1 and 3C10116C T1 Digital Line Cards or the CO on 3C10165D E1 and 3C10116D T1 Digital Line Cards status light on the front panel of the Digital Line Card illuminates solid green If the light does not illuminate and you have ...

Page 171: ...On Self Test Off POST test is running The test runs approximately 5 seconds after you apply power to the board After 5 seconds Off indicates the POST test failed Green POST test completed successfully DCH D channel status of an ISDN PRI connection Off No line is attached or the card does not need a D channel such as when the card is running T1 robbed bit CAS Green Card is configured for ISDN PRI o...

Page 172: ...mber it might indicate a severely congested network or a hardware problem with the card CALL Call audio traffic Off No audio traffic on the link Flashing Audio traffic is present CARD Card Software Status Green The card has finished downloading software from the Call Processor and all software processes have started successfully Amber A problem with one or more of the software processes running on...

Page 173: ...elp for more information about the fields Depending on the configuration of the Digital Line Card The ISDN BRI ST Digital Line Card supports two or four channels per span The E1 Digital Line Card supports 30 channels per span The T1 Digital Line Card configured for DS1 supports 24 channels The T1 Digital Line Card configured for ISDN PRI it supports 23 channels 4 Enable the On Line check box to br...

Page 174: ...vice represents the number of active provisioned channels in the Partial E1 or T1 4 Create two groups Put all of the active channels in one group and all of the inactive channels in the other Mark the active group online and the inactive group offline See Adding or Modifying a Digital Line Card Group on page 177 for more information about creating groups Modifying Span Audio Controls Normally you ...

Page 175: ...io Controls tab and see the online Help for more information 4 Enable the Echo Canceller Enabled check box if you want to turn on echo cancellation There are two situations in which it might be desirable to disable echo cancellation on a T1 Digital Line Card If a system is connected to a telephone carrier Central Office by a T1 Digital Line Card and the telephone carrier guarantees to provide echo...

Page 176: ...tance The default service if you select the 4ESS protocol but purchases no other services You can use Long Distance with SDN but not with MEGACOM Selecting the 4ESS Protocol To enable the 4ESS protocol 1 Click PSTN Gateway Configuration ISDN PRI Spans 2 Click the MAC address of the desired span 3 From the CO Switch Protocol drop down list select AT T Custom 4ESS 4 Click either a OK to enable the 4...

Page 177: ... MEGACOM or Standard LDS as the service to use as the default You can configure the system dial plan to use a particular service Select MEGACOM as the default service only if you purchased MEGACOM from your long distance carrier You cannot select Standard LDS as the default service if you purchased MEGACOM because these two services do not work together 6 Click OK Adding or Modifying a Digital Lin...

Page 178: ...u want to modify 3 To modify the name of the group enter a new name in the Group Name field You can use alphanumeric characters hyphens and underscores The maximum name length is 30 characters 4 Make the necessary changes to the group parameters See the online Help for more information 5 Enable the On Line check box to bring the group on line The group does not come online unless the card and the ...

Page 179: ... Gateway Configuration ISDN PRI Groups PSTN Gateway Configuration ISDN BRI Groups 2 Click the name of the group that you want to modify 3 Click the Membership tab 4 Enable the Copy Group Settings to Channels check box so that the system copies the settings of the group to each channel you add or remove Otherwise the system does not change the channel settings 5 Enable the Refresh Channels on Add R...

Page 180: ...er of channels per span varies according to the configuration Each channel can accommodate a single telephone call This section describes how to modify channels for an installed card and how to view the status of an existing channel If you use Auto Discovery to add channels on an E1 PRI line note that the 30 channels the system discovers are numbered 1 through 15 and 17 through 31 This reflects th...

Page 181: ...Configuration T1 Channels PSTN Gateway Configuration ISDN PRI Channels PSTN Gateway Configuration ISDN BRI Channels 2 Click the extension of the channel for which you want status information 3 Click the Status tab 4 From the Dialog Refresh drop down list select Manual To refresh the Status window each time you click Refresh Device A time interval 5 10 15 30 or 60 seconds to refresh the Status wind...

Page 182: ...nge the IP address for any of the daughter cards the IP address of the other daughter cards changes as well You can use this method only when the Call Processor and the 3C10164D ST are located on the same subnetwork 3C10165D E1 and 3C10116D T1 Digital Line Cards do not support DHCP lease times of less than 20 minutes To modify the IP settings of a Digital Line Card 1 Click PSTN Gateway Configurati...

Page 183: ... the card or cards that you want to delete and click Remove Selected To select all extensions enable the Select check box 3 Click OK when the system prompts you to confirm Setting Up a Digital Line Card at a Remote Location Each 3C10116D T1 3C10165D E1 or 3C10164D BRI Digital Line Card can function as a standalone unit and communicate with the Call Processor over a routed network To function as a ...

Page 184: ...or both of these processes to complete When the card finishes its startup tests and establishes contact with its Call Processor the Call Processor status light on the card s front panel turns green You can then disable the Auto Discover Other Devices including ATA Digital Line Cards Analog Line Cards check box 4 Click PSTN Gateway Configuration Digital Line Cards to display a list of available Dig...

Page 185: ... startup process again 7 When the card finishes its startup process it is set with the IP address of its Call Processor You can now move the card to its remote location where it will use its saved Call Processor IP address to communicate with the system Setting Up T1 E1 Logging The 3C10116D T1 and 3C10165D E1 Digital Line Cards can generate logging information The system disk drive stores the TEP ...

Page 186: ...system reports G 826 near end information about the 3C101064D BRI card The system samples performance statistics every 15 minutes and saves up to 24 hours of data in 15 minute intervals By default the statistics windows display data from the most recent 15 minute interval To see other intervals or data from the entire 24 hour period use the Select Interval controls To display the currently selecte...

Page 187: ...assword 2 Click PSTN Gateway Configuration T1 Spans 3 Click a MAC address 4 Click the Performance Data tab 5 Click TR54016 Near End 6 See the online Help for details for more information TR54016 Far End To view T1 Span far end statistics in TR54016 format 1 Log in to the NBX NetSet utility using the administrator username and password 2 Click PSTN Gateway Configuration T1 Spans 3 Click a MAC addre...

Page 188: ...amer loopback tests The Central Office or test equipment that emulates Central Office equipment must initiate Line and Payload loopback tests For detailed logging information you can enable TEP logging before you enable loopback testing However to set up logging and interpret the logs are advanced tasks that require help from a technical support technician You can see a simple pass fail result by ...

Page 189: ... NBX NetSet utility to enable or disable loopback test support for 3C10116D T1 and 3C10165D E1 cards By default loopback test support is disabled After you enable loopback test support you can initiate the Local and Framer tests The Central Office or test equipment emulating Central Office equipment must initiate Line and Payload tests CAUTION If you enable one or more loopback tests you will term...

Page 190: ...An NBX system which connects to your system by means of a T1 line When you establish the links between your NBX system and the PBX or another NBX system the signalling bits provide the dial tone If your NBX system connects to another NBX system make sure the Digital Line Card types are configured as T1 This method is not supported if the Digital Line Card type is configured as ISDN 1 Click PSTN Ga...

Page 191: ...shows the pinout for the NBX BRI Digital Line Card Figure 8 BRI Connector Pinouts To determine the pinout for the PBX T1 or E1 connector see the PBX documentation 9 R TX Ring to PSTN T TX Tip to PSTN 1 2 3 4 5 6 7 8 R1 RX Ring from PSTN 10 T1 RX Tip from PSTN 9 R TX Ring to PSTN T TX Tip to PSTN 1 2 3 4 5 6 7 8 R1 RX Ring from PSTN 10 T1 RX Tip from PSTN ...

Page 192: ...Spans 3 Click the appropriate span MAC address 4 From the Timing Mode drop down list select Loop 5 Click OK If the PBX system only supports Loop timing mode then set the NBX system timing mode to Internal A BRI line operates in TE mode therefore the CO provides the timing source If your configuration includes two NBX systems that are connected by a T1 line make sure that one system s timing mode i...

Page 193: ... 4 Click OK If your NBX system connects to the PBX system by means of a T1 line you must configure the T1 Group settings 1 On the NBX system click PSTN Gateway Configuration T1 Groups 2 Click the appropriate group name 3 Modify the fields appropriately See the online Help for more information about the fields 4 Click OK ...

Page 194: ...194 CHAPTER 8 PSTN GATEWAY CONFIGURATION ...

Page 195: ...for your voice messaging system Group List System group lists are lists of system users that all telephone users on the system can see and use to send or append and forward a voice mail message There are 99 System group lists that the system administrator creates and manages The system identifies System group lists using a two digit numbering scheme 01 99 You can Add System group lists Modify Syst...

Page 196: ...lp NBX Voice Mail You can configure system wide settings for telephone users voice mailboxes click NBX Messaging When you add new telephone users to the system the system creates a mailbox for each user Telephone users must record a name announcement a personal greeting and create a password before they can retrieve their messages The system also creates mailboxes for extensions that are not assoc...

Page 197: ...marks the message for deletion Message Retention days The maximum number of days that a message remains in the mailbox after a telephone user has listened to or saved it The system then marks the message for deletion However the message is not deleted until after this sequence of events The telephone user logs in The system informs the telephone user that the message will be deleted The telephone ...

Page 198: ...differs depending on the operation If the Attendant Console forwards calls to the Auto Attendant and all voice mail extensions are in use an outside caller hears ringing but no answer until an extension is free If an internal telephone user transfers a caller to voice mail but no voice mail extensions are available the call rings back to the caller s extension As the system administrator you can c...

Page 199: ...n about the menus and features available to telephone users see the NBX Telephone Guide and the NBX NetSet utility User Help IMAP for Integrated Voice Mail NBX Voice Mail uses an Internet Message Access Protocol IMAP server which enables telephone users to access and manage their voice messages through any IMAP compliant e mail client As the system administrator you might need to help telephone us...

Page 200: ...ng Mail Server to the mail server in use for regular e mail The NBX IMAP server cannot perform address translation so you cannot use the system as your company e mail server 3 If necessary identify the server type as IMAP 4 For the username specify the user s telephone extension number For the password specify the user s voice mail password Configurable Operators You can allow callers to forward t...

Page 201: ...istrator you can assign any of the following as an operator destination System extension A system extension can be Auto Attendant or another extension within your facility Hunt group External telephone number Virtual Tie Line VTL extension Feature Support For Configurable Operators The following features and desktop applications support Configurable Operators Call Group mailboxes hunt group mailbo...

Page 202: ...ing Operator Destinations To configure system default operator destinations 1 Log on to NetSet using the administrator login ID and password 2 Click NBX Messaging Configure 3 Click the Personal Operator tab The editable fields display the current system default values for System Operator and Personal Operator You cannot leave the system default values for the operators as null Also the text string...

Page 203: ...cation can send e mail define an SMTP Domain Name and one or more valid Domain Name Servers click System Wide Settings IP Settings Table 38 Off site Notification Fields Field Purpose Offsite Notification Enabled Enables Off site Notification throughout the system By default Off site Notification is disabled When you enable Off site Notification you must also enable it for Class of Service Settings...

Page 204: ...pecified method for each new voice mail message If you configure more than one notification attempts configure them in order For example if you configure three attempts configure them on lines 1 through 3 without unconfigured lines in between If you disable NBX Messaging in favor of another messaging application the Offsite Notification is unavailable Status To view the status of all voice mail po...

Page 205: ...ne user s messages consume This report lists any type of mailbox including telephone phantom TAPI route point and hunt group mailboxes Deleting User Voice Mail From the User Usage report you can also delete the voice mail messages for a selected telephone user Select the extension or extensions from Used By The person or device that is using the voice mail port Values Extension number name The ext...

Page 206: ...voice mail system You can create and configure Auto Attendants and can record or import messages and prompts to direct the actions of callers Use the NBX NetSet utility to administer and configure these Auto Attendant features Multiple Auto Attendants The system supports multiple independent Auto Attendants You can assign different Auto Attendants to different extensions inbound lines or DID numbe...

Page 207: ... name on the telephone keypad After the caller selects the Name Directory option Auto Attendant prompts the caller to select whether to use the first name method or last name method When the caller begins to enter the name on the keypad Auto Attendant performs a database lookup and prompts the caller with the possible matches The caller selects the appropriate name and Auto Attendant transfers the...

Page 208: ...n number to an unused number that falls within the Auto Attendant extension range of your dial plan Default range 3 digit dial plan 500 599 4 digit dial plan 5500 5599 For both 3 digit and 4 digit dial plans the default Auto Attendant is extension 500 and the voice mail Attendant is extension 501 Maximum number of prompt repeats Select the number of times the Auto Attendant prompt repeats You can ...

Page 209: ...play a prompt the extension rings When you answer it you either hear the prompt you selected to play or you are prompted to record a prompt You cannot customize any greetings or prompts until you specify this extension To specify a play record extension click these links NBX Messaging Auto Attendant NBX Messaging Auto Attendant and then click the System Wide Greetings tab NBX Messaging Auto Attend...

Page 210: ...pt Menus You can use a main menu and submenus of prompts to direct callers to individuals and services in your organization To configure prompt menus for each Auto Attendant click NBX Messaging Auto Attendant click a specific extension and then click the Menu Tree tab The Menu Tree window consists of 13 button rows that you use to assign actions to the key pad buttons see Auto Attendant Buttons on...

Page 211: ...ion Numbers These buttons allow callers to dial these user extensions V3001R V3000 and V5000 systems 1000 3999 NOTE These systems are shipped with a factory default 4 digit dial plan If you import any 3 digit plan you must manually specify any 3 digit extension ranges that are not set by the imported plan NBX 100 systems 100 449 NOTE The NBX 100 system is shipped with a 3 digit dial plan If you im...

Page 212: ...tment press 1 For Technical Support press 2 The caller selects option 1 for sales and hears For European Sales press 1 For North American sales press 2 The caller requires North American sales presses 2 and is connected to a sales hunt group To configure submenus click NBX Messaging Auto Attendant click a specific Auto Attendant extension and then click the Menu Tree tab See the online Help for pr...

Page 213: ... All Prompts in Main Menu In this example the main menu is configured to map button 3 to a Sales submenu and button 4 to a Marketing and Public Relations submenu Button 9 is mapped to the Name Directory Three Greetings and a Main Menu Figure 10 shows a simple Auto Attendant that uses time dependent greetings to provide different messages for different times of the day Thank you for calling XYZ Cor...

Page 214: ...ing 6 pm Afternoon Greeting noon Morning Greeting 8 am Good morning Thank you for calling XYZ Corporation If you know your party s extension you can enter it now To speak to an operator press 0 Good afternoon Thank you for calling XYZ Corporation If you know your party s extension you can enter it now To speak to an operator press 0 Good evening Thank you for calling XYZ Corporation Our normal bus...

Page 215: ...w you can use prompts and greetings in an Auto Attendant see Examples on page 213 Table 42 describes the Menu Tree fields Table 42 Menu Tree Field Purpose Button Lists the buttons on the telephone key pad Main Menu Evening Greeting 6 pm Afternoon Greeting noon Morning Greeting 12 am Good morning Good afternoon Good evening Thank you for calling XYZ Corporation If you know your party s extension yo...

Page 216: ...hear a message that the choice is available Task Description Describes the key pad button operation If you assign the Enter Submenu action to the button this description is used as the Submenu name Action Contains a drop down list box that lists the actions you can assign to a key pad button The Auto Attendant prompts callers to press buttons to perform specific actions You must configure the Menu...

Page 217: ... letters that the caller enters to a Last Name in the list of User Profiles If the system finds more than three matches it prompts the caller to enter more letters When the system narrows the choice to three or fewer it offers the caller a choice by playing the recorded name greeting of each choice During a search the system ignores any User Profile that does not have a recorded greeting Value Not...

Page 218: ... Digit Transfer Allows a caller to press a specific button to reach a specific destination For example you might assign button 6 to a hunt group extension in the Sales Department In the menu prompt you can record To reach our Sales Department press 6 You can also use Single Digit Transfer to specify a destination typically the Attendant Console extension for the time out option T O By default Sing...

Page 219: ...t Greetings Modifying an Auto Attendant To modify an Auto Attendant click NBX Messaging Auto Attendant and click a specific Auto Attendant extension Enter Submenu Puts the caller into a submenu of options When you assign the Enter Submenu action to a button and then click Apply the system displays a down arrow button to the right of the row Click this down arrow button to configure the submenu tha...

Page 220: ... prompt repeats Edit the number of times the Auto Attendant prompt repeats You can select a number from 1 through 3 The default is 3 CAUTION If you set this field to 1 and the time out action for the Auto Attendant menu tree to Disabled the system disconnects a call forwarded to the Auto Attendant because the forwarding party always hears a portion of the Auto Attendant prompt Likewise if you set ...

Page 221: ...ice Application Setup utility is useful for making short term changes to your Auto Attendant For example if you must close your office because of bad weather you can edit the main menu and direct callers to a message telling them that your office is closed However you cannot use the Voice Application Setup to configure submenus That must be done using the NBX NetSet utility See Submenus on page 21...

Page 222: ...ttendant Before using your system 3Com strongly recommends that you review and test it to verify that all features work as you intend Use this checklist to verify that your system is ready Do your recorded prompts match your key pad button actions You can define key pad button actions through the NBX NetSet utility see Auto Attendant Buttons on page 215 or through the Voice Application Setup utili...

Page 223: ...er Protocol or ESMTP Extended Simple Mail Transfer Protocol to send the e mail message and its VPIM attachment VPIM uses an SMTP server that is embedded in the operating system To avoid abuse by spammers always protect an SMTP server with a firewall Configure the firewall to allow access to UDP port 25 on the system only from valid VPIM systems that need to deliver VPIM messages to the telephone s...

Page 224: ...a message is larger than the specified value the system rejects it The default value represents a voice mail message approximately 4 to 5 minutes in length Default 3000 KB Minimum 500 KB Maximum 5000 KB Time between send attempts Minutes For outgoing messages the system might not be able to contact the target system on the first attempt If so the system attempts to contact the target system later ...

Page 225: ...es enable the Select check box Time Waiting The time that the voice mail message has been waiting in the queue Attempts The remaining number of attempts to send the message Sender The IP address and extension of the telephone user who sent the voice mail message Destination The IP address and extension to which the voice mail message is to be sent If a message has multiple destinations the system ...

Page 226: ...as been received Total messages returned to sender on failed delivery The number of messages that have been returned because they could not be delivered Failed Outgoing Messages The number of messages that never left the queue either because every attempt to deliver them failed and the retry limit was reached or because the type of failure caused the retry limit to be ignored example a non existen...

Page 227: ... recent than Last system reboot then the system began to collect the currently displayed statistics at this date and time Last system reboot The date and time of the most recent reboot of the system A system reboot resets all VPIM statistics to 0 zero If this field s date and time are more recent than Last reset command then the system began to collect the currently displayed statistics at this da...

Page 228: ... other site then responds with an acknowledgement of that message Minimum 0 minutes Default 5 minutes SMTP MAIL response The amount of time that the local system waits for an acknowledgement of a MAIL command After the local system sends out a MAIL command along with the From information it waits for a response from the other site to indicate that the MAIL command was received Minimum 5 minutes De...

Page 229: ...Default 10 minutes SMTP RSET response The time that the local system waits for an acknowledgement of a RSET command Maintaining a cached connection between the local system and any other site requires additional system resources compared to a non cached connection If connection caching is enabled the local system waits for the defined time out period and if no message is received it sends a RSET c...

Page 230: ...ee DNS entries with the NBX NetSet utility The system uses the second and third entries if the first or second cannot be reached To configure DNS information in the NBX NetSet utility 1 Click System Wide Settings IP Settings 2 In the Primary DNS Secondary DNS and Tertiary DNS fields type the IP addresses of three Domain Name Servers If you have the IP address of only one server type it in the Prim...

Page 231: ...om telephones and line cards communicate with the system using 3Com call control mode SIP devices such as the 3Com 3108 Wireless Telephone generic SIP phones and SIP gateways and servers use IETF RFC 3261 SIP Session Initiation Protocol to communicate with the system When you configure a system to run in SIP mode all audio is carried using RFC 1889 RTP A Transport Protocol for Real Time Applicatio...

Page 232: ...roperate with the 3Com VCX Telephony System a SIP based system designed to support large distributed enterprises 3Com Telephones connected to a SIP mode system behave the same as they do when running under 3Com call control mode except for these differences Conferences can include up to three parties the conference originator and two other conference parties either internal or external The limit i...

Page 233: ... Messaging Module On a system running 3Com call control mode you need an optional license to run an external messaging system If you enable SIP mode on a system no external messaging license is required A telephone user can login at different phones Hot Desking but only one login at a time is allowed If a telephone user is on a call and then logs into another phone the system disconnects the first...

Page 234: ...nes and the 3108 Wireless Telephone can neither initiate nor receive pages There are restrictions on the Automatic Call Distribution ACD feature on a SIP mode system See SIP Mode and ACD on page 239 Directory services are not supported on generic SIP phones and 3Com 3108 Wireless Telephones SIP mode systems support Attendant Console operations However only call status not line status of SIP endpoi...

Page 235: ...out how generic SIP telephones and the 3Com 3108 Table 49 Devices Supported in SIP Mode Operation Device Part Number 2102B PE Business Phone 3C10226B PE or 3C10228IRB PE 1102B PE Business Phone 3C10281B PE 2101B PE Basic Phone 3C10248B PE 3100 Entry Phone 3C10399A and 3C10399B 3101 and 3101SP Basic Phone 3C10401A and 3C10401SPKRA 3C10401B and 3C10401SPKRB 3102 and 3102B Business Phone 3C10402A and...

Page 236: ...tem services might be different for the telephone user if the new telephone is a different type The telephone user can use the NBX NetSet interface to change the extension of the new telephone but it is the responsibility of the telephone user to change the extension on the telephone itself to effect synchronization Otherwise the system cannot authenticate the telephone and it is inoperative Platf...

Page 237: ...e sessions For some NetSet SIP related functions such as messaging and conference configuration you must estimate the number of simultaneous sessions that the feature is likely to manage For example if you estimate that the system is likely to manage up to 30 simultaneous voice mail messages the system blocks the thirty first message The number of simultaneous sessions that you specify for a featu...

Page 238: ...ch trusted interface must assign the maximum number of audio paths that it can have open concurrently Each audio path is tracked against the licensed system capacity device limit of up to 1500 devices For example if the trusted interface is configured for thirty audio paths the thirty first request receives a busy tone or is redirected to another Dial Plan route if one is configured and available ...

Page 239: ...uncement Estimated Wait time Announcement Business and custom hours Shifts Wrap Up Time Closed announcement Other Applications Support This section lists how SIP mode supports other applications on the system Call Log Support SIP telephones themselves provide call log information That is the system does not communicate information related to call logs to SIP endpoints SNMP Support The system store...

Page 240: ...nd Configure the System for SIP Mode Enable SIP Mode Add Messaging Configure Music on Hold Configure Auto Attendants Configure ACD Delayed Announcements Add Trusted SIP Interfaces Add an Optional IP Conferencing Module Install and Configure the System for SIP Mode To install and configure the system for SIP mode Follow the procedures in the NBX Installation Guide to power up the system and configu...

Page 241: ...ssword 2 Click System Wide Settings Enable Features System Wide 3 Clear the Enable SIP check box and then click Apply The system queries if you want to restore the database from a previously stored backup If you do not select a previously stored backup the system uses the default backup database when it reboots Caution When you enabled SIP mode the system created a backup database for you If you d...

Page 242: ...ng the administrator login ID and password 2 Click SIP Applications IP Messaging 3 Type the extension used by the system for IP Messaging This extension must be an unused extension on the system in the range of external extensions 6000 7999 in a 4 digit dial plan The system adds the extension to the 0003 extension list in the dial plan Every physical and virtual device on a system must have an ext...

Page 243: ...em communicates with the IP Messaging Module which then creates a new mailbox This communication method from the system to the IP Messaging Module is not in real time The system creates an XML file that includes the new user information and sends it to the IP Messaging Module at defined intervals You can also manually execute an immediate file transfer At defined intervals the default is every six...

Page 244: ...e the system to use the Auto Attendant services of the IP Messaging Module This section describes how to configure IP Messaging on the system For instructions about how to configure the IP Messaging server to operate with the system see the IP Messaging Module Installation Guide which is available through the NBX NetSet utility click Downloads Documentation The IP Messaging Module includes a defau...

Page 245: ...usic on Hold MOH and Music on Transfer MOT services on the system 1 Log in to the NBX NetSet utility using the administrator login ID and password 2 Click SIP Applications IP Messaging and then click the Music On Hold tab 3 Select the MOH and MOT options and provide the mailbox number that the IP Messaging Module uses to provide music service You must provide a mailbox number if either the Music o...

Page 246: ...group or a Calling group ACD Features Not Available in SIP These ACD features are not available on a SIP mode system In Queue Digit processing Queue Exit announcement Estimated Wait time Announcement Business and custom hours Shifts Closed announcement Incoming ACD Calls From a SIP Gateway Calls coming in to an ACD group from a SIP gateway exhibit the same behavior as incoming calls from any other...

Page 247: ...administrator is responsible for configuring the mailboxes on IP Messaging with appropriate announcements For example assume that IP Messaging is configured as follows 2 Set up the Delayed Announcements for the ACD groups the NBX NetSet utility lets you map Mailbox numbers present on IP Messaging to an Announcement Description click SIP Applications Announcements Keeping with this example assume t...

Page 248: ...g Module Mailbox a URL such as Mailbox ipms com In the above case new requests are sent to the IP Messaging Service after each timeout Therefore the IP Messaging Service receives 3 requests Mailbox1 ipms com Mailbox4 ipms com Mailbox5 ipms com Adding and Modifying Announcement Mailboxes To add or modify an announcement mailbox on the system 1 Log in to the NBX NetSet utility using the administrato...

Page 249: ... password 2 Click SIP Applications Trusted SIP Interfaces 3 Click Add to add a new trusted interface or click an extension from the list to modify that trusted interface Add an Optional IP Conferencing Module SIP mode operations support only 3 party conferences You can add an external conferencing server such as the 3Com IP Conferencing Module to expand your system s conference capabilities The 3C...

Page 250: ... an unused extension on the system in the range of external extensions 6000 7999 in a 4 digit dial plan You must use a different extension from the one you use to configure the Conference Attendant settings 4 Type a description for the IP Conferencing Module 5 Type the IP address for the IP Conferencing Module 6 Type a port number A SIP endpoint is identified by the IP and port combination Port 50...

Page 251: ...r settings 4 Type a description for the IP Conferencing Module 5 Type the IP address for the IP Conferencing Module 6 Type a port number A SIP endpoint is identified by the IP and port combination Port 5092 is the port number defined in the IP Conferencing server for running the Conference Attendant 7 Type the maximum number of simultaneous sessions Each session requires one system device license ...

Page 252: ...he entry below shows a dial in that begins with 900 Therefore if the caller dials 900 the system receives the extension of the 3Com IP Conferencing Module and the port number for the private conference from the dial plan The system can route the call to the 3Com IP Conferencing Module 3Com Public IP Conferencing Module Configuration You must configure the dial plan to complete the 3Com Public IP C...

Page 253: ...oth SIP mode and 3Com call control mode systems However because the 3Com 3108 Wireless Telephone is a SIP device you cannot use Auto Discovery to add it to the system See Adding a 3Com 3108 Wireless Telephone on page 255 for information about how to add a 3108 to a SIP mode system Adding a Generic SIP Telephone To add a generic SIP telephone to the SIP mode system Add a new telephone user and exte...

Page 254: ... After you find the telephone s IP address open a browser and type it into the address line Most but not all telephones include an embedded web server for local configuration Be sure to consult the telephone s documentation if you cannot access the its configuration interface 6 After you connect to the telephone s configuration interface find and configure connections settings For example on a Sip...

Page 255: ...ation Users Add Specify an unused extension number a first name and last name of the user and select Default 3108 Wireless Group as the Telephone Group 3 Click OK to save the new user profile 4 Configure connectivity settings on the telephone The 3108 Wireless Telephone Guide click Downloads Documentation Telephone Guides includes complete instructions about how to configure the telephone to conne...

Page 256: ...256 CHAPTER 10 SIP MODE OPERATIONS ...

Page 257: ...e 4ESS Protocol T1 Dial Plan Configurations and VPIM Configuring the Dial Plan for VPIM Configuring the Dial Plan for VPIM Dial Plan Configuration File Commands Sample Solutions Using Dial Plan Configuration File Commands For more information about these topics and configuration procedures see the online Help For general information about Virtual Tie Lines VTLs and how to configure them in the dia...

Page 258: ...nce of digits and the action the system performs in response to sending or receiving those digits For more information about the Internal Incoming and Least Cost Routing dial plan tables see Dial Plan Tables on page 263 You can access the dial plan configuration file and manage dial plan operations tables pretranslators and extension lists through the NBX NetSet administration utility However if y...

Page 259: ... pretranslator operation performs a digit manipulation operation on the dialed digits For incoming calls if the DID DDI Direct Inward Dial Direct Dial Inward range matches the internal extensions the dial plan requires no pretranslator However you can use pretranslators to map nonmatching dialed numbers on an incoming DID DDI channel to desired internal extensions See the example in Customer Requi...

Page 260: ... export the dial plan configuration file to save it You can also edit the configuration file off system with any ASCII editor to make changes and then import the modified file You can easily reuse a given configuration file on many systems For more information see Importing and Exporting Dial Plan Configuration Files on page 275 The system is shipped with several default dial plan configuration fi...

Page 261: ...stripLead or stripTrail The system passes dialed digits first through the device s Least Cost Routing table if there is one If the system finds no entry it then uses the Normal dial plan table If the system does find an entry in the Least Cost Routing table it attempts to use that entry and even if the attempt is unsuccessful it does not use the Normal table You can route incoming calls to the Aut...

Page 262: ... a single digit typically 8 9 or 0 before placing an outside call the telephone user presses a button to select an available Analog Line Card port The telephone user defines the routing that is the selection of a destination device by pressing the button to select the Analog Line Card port however the system controls the call using the dial plan You cannot map a digital line extension in Keyset mo...

Page 263: ...s the entries that begin with 8 or create a new set of entries to allow the dial plan devices to route calls by means of the selected line card ports Example You set up one 4 port card to manage all off site notification calls You create a set of entries in the Internal dial plan table that each start with the digit 8 You define a route to the 4 port card for all of these dial plan entries so that...

Page 264: ...rnal table If you have entries for the same purpose in both the Least Cost and Internal tables the behavior of the dial plan can be confusing See Dial Plan Command Format next for a description of dial plan command syntax and structure For a complete list and description of dial plan commands including command arguments and examples see Dial Plan Configuration File Commands on page 305 Dial Plan C...

Page 265: ...Command Table ID Number Leading Digits to Collect Table Entry ID Number Call Classification Used with Class of Service Priority Not Used Table Name Number of the route dial tone facility from Routing Tables Maximum and Minimum Characters to Collect Table 52 Dial Plan Command Fields Field Description Command Command name For example TableEntry Create is the command that makes CoS and call routing d...

Page 266: ...r multiple entries can start with the same digit The system uses this field with the Min and Max fields to determine when to make the call routing decision Most sample tables have a single entry for digit 0 zero to specify how the system manages a telephone number with zero as the first digit If you want the system to manage calls differently depending on whether they start with 90 or 91 you must ...

Page 267: ...lumns might be different if the table entry applies to more than one situation Example In the United States the Min value for the 90 entry is 2 because 90 allows an internal caller to reach a telephone company operator 9 to get an outside line and then 0 to get the operator The Max value is 64 because the caller can continue to dial after the zero enter a number to call plus a telephone credit car...

Page 268: ...at see Dial Plan Command Format on page 264 Table 52 on page 265 describes each element of the command Table 53 describes the predefined routes You cannot delete or modify predefined routes You can only create new routes Each device must have a Normal table The Least Cost Routing table is optional Telephones use the Internal dial plan table table ID 1 as their normal outbound table and the Least C...

Page 269: ... codes that apply to a geographic region In France you can specify a carrier by adding prefix digits to the telephone number By default internal telephones specify the Least Cost Routing table as their least cost table Typically devices associated with the Incoming dial plan table Line Card ports Digital Line Card ports and H 323 gateways do not use the Least Cost Routing table The Least Cost Rout...

Page 270: ...e specific location of the emergency For example in a campus of buildings the emergency staff can identify the specific building floor and location from which the emergency call originates The system supports E911 over ISDN You must define an outbound call pretranslator to provide the specific extension number from which the 911 call originates Dial Plan Pretranslators The system uses pretranslato...

Page 271: ...e a pretranslator to remove the first digit the remaining 3 digits can then be used as internal extension numbers in a 3 digit dial plan Define digit manipulation operations append prepend replace stripLead or stripTrail within the PreTranslator section of the dial plan configuration file to indicate which pretranslations you want to perform Incoming Pretranslator Example 2 Assume the telephone co...

Page 272: ...e range 200 through 300 you could define a single pretranslation operation to stripLead remove the first digit for instance the number 5 from an incoming number such as 5278 and pass the call to extension 278 Sample Solutions Using Dial Plan Configuration File Commands on page 320 shows how to accomplish this pretranslation using the dial plan configuration file Pretranslators for Certain Outgoing...

Page 273: ...onstructs the full telephone number Example If you use two different long distance carriers at different times of the day to save costs you can prepend different digit sequences to the outgoing dialed number to select which carrier that you want If you prepend 1010321 between the time the business opens and 3 00 p m you select one long distance carrier If you prepend 1010220 from 3 00 p m until th...

Page 274: ...elect one from the pull down list 4 Click Open to open the file in your browser 5 Click Save As and save the dial plan as a new file You can now edit the file with an ASCII editor After you customize the new dial plan Import it to the system see Importing and Exporting Dial Plan Configuration Files on page 275 3Com recommends that you enter these commands at the top of every dial plan configuratio...

Page 275: ... and pretranslators To preserve the default sample dial plan configuration included with the system 3Com advises you to choose a unique file name for new files so that you do not overwrite the sample default files Import a North American Dial Plan The default dial plan scheme is as follows V3000 V3001R and V5000 system NorthAmerica 4 digit txt NBX 100 system NorthAmerica txt The system includes cu...

Page 276: ...tent errors Carefully check any changes that you make to the configuration file before you import it 4 Click OK The system imports the new dial plan and produces a report of any errors 5 Reboot the system You might see a warning that destination extension list is empty This means that a particular type of device is not installed You may safely ignore this type of warning International Dial Plan Is...

Page 277: ...rgency numbers Importing a User Defined Dial Plan To import a customer defined user defined dial plan configuration file 1 Click Dial Plan Configure 2 In the User Defined File field enter the path and name of the user defined configuration file or click Browse to find the file that you want The system has no predefined location for dial plan configuration files You can specify any directory or pat...

Page 278: ... new configuration file from the current values in the database and displays it Figure 13 shows a partial display Scroll your browser window to see your complete dial plan Figure 13 Dial Plan Configuration File partial 3 Click the File menu and select Save As 4 From the list box at the top of the Save As window select the destination folder 5 In the File Name field replace the default file name wi...

Page 279: ...s if the day and time you select are the current day and time If you define timed routes in the dial plan you use different day and time settings to determine whether the timed route works properly Example You can define a timed route to select route 35 during open business hours Monday through Friday but to select route 36 when business is closed on those days and on weekends After you define the...

Page 280: ... plan table entries point to valid routes which in turn point to valid extensions Identifies how many devices are using each dial plan table and each pretranslator To generate a dial plan report 1 Click Dial Plan Configure 2 Click Reports which displays the dial plan report in the browser window Errors can prevent calls from being successfully routed Warnings are conditions that you can easily cor...

Page 281: ...y line of an imported dial plan configuration file it ignores that line and continues to process all remaining lines in the file This precaution minimizes the impact of errors on the dial plan Modifying a Dial Plan Configuration File This section describes how to modify the currently loaded dial plan configuration file CAUTION Modifications must be syntactically correct Each time that the system i...

Page 282: ...Managing Extensions This section describes how to add change and manage extensions Extension Settings Overview Changing Extension Length and Ranges How Auto Discovery Assigns Extensions Modifying Extensions Converting Extensions Extension Settings Overview The system establishes connections between extension numbers The concept of an extension applies to more than just telephones Extensions are al...

Page 283: ...ensions so that they fall within the appropriate range Note 2 The NBX 100 system is shipped with a factory default 3 digit dial plan If you import any 4 digit plan you must manually specify any 4 digit extension ranges that are not set by the imported plan You must also manually change any device extensions so that they fall within the appropriate range Note 3 TAPI Route Point extensions occur in ...

Page 284: ...te 3 TAPI Route Point extensions occur in the same range as telephones TAPI Route Point extensions do not appear in telephone lists within the NBX NetSet utility For more information about TAPI Route Points see TAPI Route Points on page 351 Note 4 An extension cannot begin with a zero Table 56 Dial Plan Extension Settings Field Purpose See Notes 1 3 Telephone Extensions The range of extensions for...

Page 285: ...ions The range of extensions that are connected to external devices such as Analog Line Card ports Digital Line Card ports BRI S T T1 E1 ISDN PRI Call Park and Paging extensions Default 4 digit dial plan 6000 7999 3 digit dial plan 600 799 Call Park Extensions Range The range of extensions for Call Park This feature allows the telephone user to park a telephone call temporarily and then pick it up...

Page 286: ...accesses an outside line the system must check Class of Service The system prepends the External Keyset Prefix value typically 8 9 or 0 when it makes a call in Keyset mode Default Auto Extension Default extension that the system assigns to the default Auto Attendant The Auto Discovery process assigns this extension Default menu Auto Attendant 500 Voice mail Auto Attendant 501 Note 1 The V3000 V300...

Page 287: ...Auto Discovery to assign extension numbers to each port on the card The Auto Discovery process initially assigns a default name new user to each new telephone and assigns the next available extension number Later you can replace new user with the appropriate telephone user s name It is possible to bypass the Auto Discovery process and to add a new telephone and assign an extension manually However...

Page 288: ... If you select multiple extensions the system changes only the first extension that you selected Prepend Prepends digits in front of all selected extensions Append Appends digits to the end of all selected extensions Strip Leading Digits Strips removes the specified number of digits from the beginning of all selected extensions For example if you type the number 2 in the field the system strips re...

Page 289: ...part of a hardware upgrade a Install the new hardware b Install new licenses on the new system You cannot move licenses from the old system to the new system Licenses keys are tied to a system hardware ID number 2 If you are upgrading your hardware migrate your data from the old system to the new system For details about data migration see Migrating Data on page 88 3 Click Dial Plan Configure 4 Ma...

Page 290: ... facilities or to specific applications voice mail Auto Attendant and so on or both You can add an extension list to define a subset of devices such as fax machines The system default extension lists are numbered starting at 0001 in either a 3 digit or 4 digit plan By convention a default extension list number is preceded by an asterisk See Table 57 for a description of the standard extension list...

Page 291: ...og Line Card port or Digital Line Card port To dial the extension number that is associated with one of these devices directly you must have diagnostic privileges In addition you cannot dial a prefix to obtain a Digital Line Card port Table 57 Extension Lists Extension List ID Description 0001 Contains extension numbers assigned to Analog Line Card ports Routes 1 and 2 use this list 0002 Contains ...

Page 292: ...u disable the Cycle Extensions check box the extension selection always starts from the top of the list If an extension in the list has a higher priority the system uses the highest priority extension regardless of the Cycle Extension setting 7 To add an extension to the list a If the list does not include any members click the check boxes next the extension that you want to add to the list b If t...

Page 293: ...ld type a name for the extension list If you change the name of an extension list you invalidate any aspect of the dial plan that refers to the name You must change all references to the extension list name in the dial plan configuration file If you use an editor to make changes rather than modifying the dial plan from within the NBX NetSet utility reimport the dial plan 5 If you want calls to cyc...

Page 294: ...ion list from the dial plan before you can delete the extension list To remove an extension list 1 Click Dial Plan Extension Lists 2 Select the extension or extensions that you want to delete and click Remove Selected To select all extensions enable the Select check box 3 Click OK to confirm CAUTION Do not remove any of the predefined lists lists 0001 through 0008 Managing Dial Plan Tables The sys...

Page 295: ...ready has devices click Show all to display a list of devices that you can add to the list s membership Note You can toggle between the Show all and Show members only buttons to display devices that have membership in the device list and the devices that are not members of the list but which you can add to the list and to confirm your changes 7 Click Apply to make the changes and keep this window ...

Page 296: ...slator or click None for devices that have no pretranslator The system displays the Device Using window If you selected None you see a list of devices that do not use a pretranslator Table 58 describes each field The fields are the same for the Devices Using Pretranlator for CLI dialog box 3 To add a device to the Devices Using Pretranslator list click Show All and then click to select an availabl...

Page 297: ...rate caller ID information to identify a caller VTLs transmit a maximum of 30 characters for the caller ID Because the caller ID for incoming VTL calls also includes the IP address before the extension number the 31st and subsequent characters are dropped from the caller ID Consequently the CDR records might contain abbreviated caller ID information If you enable CDR and VTL add a pretranslator to...

Page 298: ...en the caller ID will be the extension of the telephone making the call If system A and or System B has CLIR enabled then CLIR will be in effect The only exception is for emergency calls as defined in System B s dial plan which never have caller ID blocked Figure 14 shows an example of a pretranslator that removes the character from VTL calls that originate on a system with the IP address 10 234 2...

Page 299: ...es on page 275 5 Specify the devices that use the pretranslator See Adding VTL Devices to the Pretranslators Optional on page 338 Identifying Devices Using Pretranslators for CLI To view a list of devices that use a particular pretranslator to present Calling Line ID CLI information about outgoing calls 1 Click Dial Plan Pretranslators 2 Click a pretranslator or click None for devices that have no...

Page 300: ...for PRI operation requires specific configuration entries in the system dial plan If you purchase the 4ESS protocol and SDN Software Defined Network service from your long distance carrier you must make dial plan changes similar to those outlined in Configuring the Dial Plan for SDN Calls on page 300 If you want to make long distance calls or international long distance calls using the 4ESS protoc...

Page 301: ...wn in Figure 17 remove the first two digits 91 and submit the remaining 10 digits to the long distance carrier Figure 17 Dial Plan Entries for North American Long Distance Configuring the Dial Plan for International Long Distance If you use the 4ESS protocol and you want to make international long distance calls in the dial plan remove from the dial string the digits 9011 that are dialed by teleph...

Page 302: ...ollowed by the extension of the person for whom the voice mail message is intended If the dial plan is configured without site codes the telephone user specifies the extension of the person for whom the message is intended This requires that each site use a unique extension range for telephones A telephone user who knows the IP address of a VPIM compliant voice mail system and the extension of a p...

Page 303: ...o an existing dial plan implement VPIM connections to two other systems one in Atlanta and one in Dallas Table 59 explains each entry Figure 19 Dial Plan with VPIM Implementation Commands Table Create 1 Internal Extensions Id Entry Digits Min Max Class Prio Route TableEntry Create 1 45 V82 5 5 WAN 0 532 TableEntry Create 1 46 V83 6 6 WAN 0 533 Route Description DestinationRoute Create 532 Atlanta ...

Page 304: ...lected number must not conflict with other dial plan entries This example assumes that 82 is not used in any other way in the dial plan NOTE Long digit sequences can a create an opportunity for dialing errors Min 5 Max 5 Indicates that the total digit sequence the telephone user dials is 5 digits The first two digits are the site code 82 in this example and the remaining 3 digits are the destinati...

Page 305: ...pped with your system Dial Plan Command Summary Table 60 provides a brief summary of the dial plan commands The summary lists and categorizes these commands in the order that they might logically appear in a working dial plan See List of Dial Plan Commands on page 307 for a complete list and description of each dial plan command including syntax and arguments For DestinationRoute 532 entry 1 this ...

Page 306: ...he system treats any line that begins with forward slash as a comment and ignores it CAUTION Do not place comments at the end of a command line Table 60 Dial Plan Command Summary Command Name Description Table Create Creates a dial plan table TableEntry Create Creates an entry in a dial plan table DestinationRoute Create Creates a route that specifies the primary and alternative destination device...

Page 307: ...tor entry and specifies a string of digits that are compared to the incoming digits PreTranslatorEntry Create Creates a pretranslator entry and specifies a string of digits that are compared to the incoming digits PreTranslatorEntry Delete Deletes a pretranslator entry or deletes all entries for a particular pretranslator PreTranslatorOperation Create Creates a digit manipulation operation for a p...

Page 308: ...outeEntry Create Syntax DestinationRouteEntry Create nRouteId nEntryId szExtension Description creates a destination route entry that identifies a single destination device or device list If the specified destination route entry already exists this command overwrites it with the new information During routing the system checks the list of destinations in ascending nEntryId order nEntryId 1 first A...

Page 309: ...er in the range 1 through 32768 specifying the destination route entry to which this operation applies nOperId An integer in the range 1 through 32768 The system processes the list of operations in ascending nOperId order szOperation The name of the digit manipulation operation to perform stripLead stripTrail replace prepend append szValue A value used by the operation either the string of digits ...

Page 310: ... A range of extensions for each type of device When the system automatically generates extensions it assigns them from within this range When you manually generate an extension number verify that it is within the valid range During a dial plan import operation the system does not validate that existing extensions are within the specified range 3Com strongly recommends that you configure the dial p...

Page 311: ...Park which must be within the External range ExternalSettings Syntax ExternalSettings szExternalKeysetPrefix szFirstAutoDiscoverExtension szDefaultAutoExtension Description Specifies settings for several aspects of external devices Arguments szExternalKeysetPrefix The digits that are prepended to external calls made in Keyset mode This is used to determine the Class of Service CoS for external cal...

Page 312: ...rwarding incoming calls This is always 500 The system must direct each incoming call on an external line to an extension After you import the dial plan configuration file and complete the Auto Discovery process you can manually configure the extension for each analog line and each Digital Line Card channel if you want PreTranslator Create Syntax PreTranslator Create nPreTranslatorId szDescription ...

Page 313: ...eTranslatorEntry Create 1 5 4 PreTranslatorEntry Create 1 6 5 PreTranslatorEntry Create 1 7 6 PreTranslatorEntry Create 1 8 7 PreTranslatorEntry Create 1 9 8 PreTranslatorEntry Create 1 10 9 PreTranslatorEntry Delete Syntax PreTranslatorEntry Delete nPreTranslatorId nEntryId Description Deletes a pretranslator entry or deletes all entries for a particular pretranslator Use caution when using this ...

Page 314: ...eTranslatorId nEntryId nOperId szOperation szValue Description Creates a digit manipulation operation for a pretranslator entry If the specified digit manipulation operation already exists this command overwrites it with the new information During pretranslation the system processes the list of operations in ascending nOperId order nOperId 1 first Arguments nPreTranslatorId An integer in the range...

Page 315: ...on or name of the dial plan table the NBX NetSet utility uses this name to refer to the table Example This example command creates dial plan table 1 and names it Internal 4 Digit Extensions Table Create 1 Internal 4 Digit Extensions TableEntry Create Syntax TableEntry Create nDialPlanTableId nEntryId szDigits nMinDigits nMaxDigits szCallClass nPriority nRouteId Description Creates an entry in a di...

Page 316: ...r specifying the ID of the route to use when this dial plan entry is matched A route ID of zero 0 indicates that this entry has no defined route digits are transmitted ed as soon as they are dialed Example This example command creates in table ID 1 table entry 1 which looks for 3 as the first digit in a 4 digit string minimum and maximum number of characters are both specified as 4 classifies the ...

Page 317: ...oute entry specifying either a time of day or system mode day of the week criteria and the destination route to use if that criteria are met If the specified timed route entry already exists this command overwrites it with the new information During routing the system checks the list of timed route entries in ascending nEntryId order nEntryId 1 first The system performs any digit manipulation oper...

Page 318: ...ter position represents one day of the week beginning with Sunday as the first character and ending with Saturday as the last character The system excludes any day if a dot character appears in that day s position As a convention you place the first letter of each day in the appropriate character position to indicate that the day is included but you can use any letter you want the presence of a do...

Page 319: ...he week Sunday through Saturday The number 3 designates destination route 3 defined in the system routes table Because this route applies to the business closed hours route 3 could connect the incoming call to an Auto Attendant menu that tells the caller that the company is closed and gives instructions on how to leave a message and how to reach someone in an emergency TimedRouteEntry Create 7 1 O...

Page 320: ...ows each step in the solution For a detailed explanation of each command see Dial Plan Configuration File Commands on page 305 Customer Requirement 1 Assume that the telephone company passes 4 digit numbers to the system for each incoming telephone call for example numbers in the range 5200 through 5300 If the system uses 3 digit extensions in the range 200 through 300 you could define a single pr...

Page 321: ...ranslator Create 1 10 to 3 digit T1 DID DDI Pretranslator Explanation Create pretranslator table 1 called 10 to 3 digit T1 DID DDI Pretranslator PreTranslatorEntry Create 1 1 4567893 Explanation Creates the first entry in pretranslator table 1 This entry looks for sequence of digits 4567893 This example assumes that all numbers begin with the same 7 digits 4567 89 3 and differ only in the last 3 d...

Page 322: ...ing digit string beginning with the number 6 PreTranslatorOperation Create 1 2 1 stripLead 1 Explanation Creates the first operation associated with PreTranslator 1 PreTranslatorEntry 2 Defines a stripLead operation that removes strips the first leading digit from the incoming 4 digit sequence This removes the 6 from the incoming numbers 6000 through 6199 leaving 3 digit numbers from 000 through 1...

Page 323: ...e has 46 entries before you make any additions Columns in each table entry are titled Command Table Number Entry Number Digits Min Max Class Priority and Route Number Add these lines to the dial plan configuration file TableEntry Create 1 47 91 12 12 LongDistance 0 2 Explanation Creates in table ID 1 the Internal table entry 47 which directs the system to look for the digits 91 at the beginning of...

Page 324: ...e system leaves 0 zero as the value and assigns the call to route 1 the route that uses the 4 port card TableEntry Create 1 51 91978 7 7 LongDistance 0 1 Explanation In table ID 1 the Internal table creates entry 51 which directs the system to look for the digits 91978 at the beginning of any 12 digit sequence Min and Max are both 12 If the system detects such a sequence it assigns LongDistance as...

Page 325: ...t digit in the sequence is 3 All internal telephone extensions begin with the number 3 PreTranslatorOperation Create 1 1 1 replace 555 555 1212 Explanation For pretranslator 1 entry 1 create operation 1 which replaces the extension number with the string 555 555 1212 Customer Requirement 6 Assume that you want to use two different long distance carriers at different times of the day to obtain a co...

Page 326: ...Explanation For DestinationRoute 29 entry 1 create operation 1 which strips 2 digits 9 and 1 from the beginning of the dialed string DestinationRouteOperation Create 29 1 2 prepend 1010321 Explanation For DestinationRoute 29 entry 1 create operation 2 which prepends 1010321 to select the long distance carrier to use from 7 30 a m Monday through Friday DestinationRoute Create 28 Carrier After 3pm a...

Page 327: ...d Determines that the date is a valid business date Determines that the time is prior to 3 00 p m Selects timed route 29 Prepends 1010321 to the outgoing call to select the first long distance carrier Example 2 If you make a long distance call at any time on any Saturday the system uses these timed route definitions and Determines that the date is not a valid business date Selects timed route 28 P...

Page 328: ...328 CHAPTER 11 DIAL PLAN ...

Page 329: ...t up to 8 simultaneous VTL connections On any system you can use a VTL connection either for an incoming VTL call from any site or for an outgoing VTL call to any site A VTL connection is not dedicated in the same way as a physical tie line which always connects the same pair of sites In the example in Figure 20 you can use the VTLs on the Chicago system for any combination of incoming and outgoin...

Page 330: ...o specify the site Assess your growth plans for each site to verify that as you add telephones you do not exceed your defined extension ranges Figure 20 depicts a configuration that uses unique extension ranges Figure 20 Multi site Network using Virtual Tie Lines In the sample network shown in Figure 20 each site is set up to use a unique range of telephone extensions The dial plan on each of the ...

Page 331: ...ne or two digit numbers make the most sense The dial plan at each site must include appropriate routing instructions for each of the possible site code Figure 21 shows three sites connected by VTLs All sites use the same range of extension numbers 1000 through 3999 To reach someone on another system a user must dial a site code 61 62 or 63 in this example followed by an extension Figure 21 Virtual...

Page 332: ... you must implement IGMP Internet Group Management Protocol on your network Conference Calls Using Site Unique Extensions In Figure 20 a user in Chicago establishes a conference call with two users in Atlanta and one user in Dallas as follows 1 Dial the first extension in Atlanta 2 After the user answers press Conference and dial the second extension in Atlanta 3 When the second user answers press...

Page 333: ...res that you dial 9 to reach an outside telephone line and if the call is a long distance call the user might dial a number in area code 367 using the digit sequence 913675551212 5 When the person answers press Conference again to connect all four users How to Configure a Virtual Tie Line Configuring a working VTL connection between two systems involves License Installation Dial Plan Configuration...

Page 334: ...al plan after you install the VTL license See License Installation on page 333 for information about VTL licenses To configure the dial plan for VTLs you must define Routes within the dial plan Digit sequences to be used to select those routes Operations to be performed for each route Example Dial Plan with Site Unique Extensions In Figure 20 each of the three sites uses a unique extension range I...

Page 335: ...ns for the sites Two DestinationRoute Create commands create routes 522 and 523 The Description field contains any text you want to use to describe each route Two DestinationRouteEntry Create commands specify the extension list for routes 522 and 523 Extension list 0006 is reserved for VTLs Table Create 1 Internal 4 Digit Extensions Id Entry Digits Min Max Class Prio Route TableEntry Create 1 3 2 ...

Page 336: ...s the site codes 62 and 63 respectively and then dials an extension The dial plans for the Atlanta and Dallas systems would contain similar but not identical entries An explanation of each line in the dial plan follows Figure 23 Figure 23 Sample Dial Plan Entries for Chicago Using Site Codes Table Create 1 Internal 4 Digit Extensions Id Entry Digits Min Max Class Prio Route TableEntry Create 1 100...

Page 337: ...wo DestinationRouteOperation Create commands perform two functions The stripLead command removes the two digits 62 or 63 leaving the 4 digit extension the user dialed The prepend command adds the IP Address of the destination system to the extension that the user dialed In this example the IP address for Atlanta is 192 168 25 100 and for Dallas the IP address is 192 168 35 100 In the dial plan you...

Page 338: ...n to reformat the information of incoming VTL calls you must add the VTL devices to that pretranslator You can add a pretranslator to the dial plan to format caller ID and CDR records for VTL calls See Creating a Pretranslator for VTL Calls on page 297 To add the VTL devices to the pretranslator 1 Log on to NetSet using the administrator login ID and password 2 Click Dial Plan Pretranslators 3 Cli...

Page 339: ...s Verification Verify that each of the systems can access each other Placing Telephone Calls Verify that telephone users can make calls can between all pairs of connected systems in both directions Local System Verification On each system use the NBX NetSet utility to verify that you can view the local VTLs 1 Click Virtual Connections Virtual Tie Lines 2 Verify that the list displays the VTLs you ...

Page 340: ...Atlanta office and specify the IP address of the Chicago system the local system displays two installed but idle VTL connections If the local system fails to access the remote system it displays an error message If you have not yet configured the remote system to support VTLs this message indicates that you must do so before the Query Remote operation can succeed If you have configured the remote ...

Page 341: ...with the intention of hopping off dialing a telephone number local to the other system when all trunks are busy on the other system Dialing an invalid telephone number If you normally connect calls from site A to site B using VTL connections you can define an alternate route to site B using Analog Line Card ports Digital Line Card channels etc If a network problem such as a router failure occurs o...

Page 342: ...ts There are four DestinationRouteOperation lines The first two lines specify the primary way to manage the call using VTL methods The last two lines specify the backup way to manage the call if the first method fails Table Create 1 Internal 4 Digit Extensions Id Entry Digits Min Max Class Prio Route TableEntry Create 1 8 72 6 6 WAN 0 6 Routes Route Description DestinationRoute Create 6 Site B Rou...

Page 343: ...re working properly you can manage them using the NBX NetSet utility There are NetSet utility functions for Modifying a Virtual Tie Line Name Viewing and Resetting Virtual Tie Line Statistics Enabling Audio Compression for VTL Calls Enabling Silence Suppression on VTL Calls Modifying a Virtual Tie Line Name You can change the name of a VTL The name appears in NetSet lists and helps you identify ea...

Page 344: ...e you restart the system you reset the statistics for all VTLs Number of incoming VTL calls received The number of incoming calls received over all VTLs since the most recent reset command or since the time the system was last restarted Number of active VTL calls The number of calls currently active on all VTLs Maximum number of concurrently active VTL calls The maximum number of VTL calls that ha...

Page 345: ...ompression affects bandwidth see Audio Settings on page 37 When you enable VTL silence suppression the VTL software attempts to use silence suppression on all VTL calls If the other system is not configured to support silence suppression the local VTL software attempts to find a compatible communications mode Do not enable silence suppression unless you have network congestion problems you cannot ...

Page 346: ... in the Current Admin Password field 4 Type the new VTL password in the New Virtual Tie Lines Password field Passwords are from 8 to 15 characters in length and must contain only letters and numbers Upper and lower case letters are permitted 5 Retype the new VTL password in the Re enter New Password field 6 Click OK Configuring VTL Passwords in the Dial Plan For each remote system that controls ho...

Page 347: ...oute Create 523 Dallas VTL Connection DestinationRoute Create 524 Atlanta VTL Connection with password DestinationRoute Create 525 Dallas VTL Connection with password Route Entry DestinationExtension DestinationRouteEntry Create 522 1 0006 DestinationRouteEntry Create 523 1 0006 DestinationRouteEntry Create 524 1 0006 DestinationRouteEntry Create 525 1 0006 Route Entry OperId Operation Value Desti...

Page 348: ...st two DestinationRoute Create commands create routes 522 and 523 The Description field contains text that describes each route The second two DestinationRoute Create commands create routes 524 and 525 the routes that are used with a VTL password The four DestinationRouteEntry Create commands specify the extension list for routes 522 523 524 and 525 Extension list 0006 is the default extension lis...

Page 349: ...rier and the remaining digits specify the long distance number If the same user used site code 62 to place a call to the Atlanta office only toll free emergency and internal call would be allowed Toll Calls Without a VTL Password If a local user has configured his telephone to forward calls to a long distance number then an incoming VTL call to that telephone does not need to supply the local syst...

Page 350: ...l plan for errors 2 Examine the dial plan on the remote system for errors 3 Verify that the password for the remote system is used in both dial plans No audio 1 Telephones are not configured to use either IP On the Fly or Standard IP 2 VTL Audio compression is supported on only one of the two systems 3 3C10165D E1 and 3C10116D T1 Digital Line Cards do not have static IP addresses 1 Verify that the...

Page 351: ...ternal application examines it and then instructs the Call Processor to redirect the call to a destination specified in the external application Typically the redirect action is based on the caller ID information of the incoming call Redirect Behaviors Table 64 describes the behavior of TAPI Route Points and redirected calls within the system Table 64 TAPI Route Points and System Features Call Red...

Page 352: ... reports that the call has been successfully redirected Calls can be redirected from a Hunt Group extension You cannot add a TAPI Route Point extension to a Hunt Group Hunt Group member A Hunt Group takes precedence over a Route Point If a call arrives on a Hunt Group member telephone because it is a member of a Hunt Group a redirect is not permitted If a call arrives on the phone s extension not ...

Page 353: ...or more information Modifying a TAPI Route Point To modify a TAPI Route Point 1 Log on to the NBX NetSet utility using the administrator login ID and password 2 Click Virtual Connections TAPI Route Points 3 From the list of TAPI Route Points select the one you want to modify to open the Modify window 4 See the see the online Help for more information To modify the password for the TAPI Route Point...

Page 354: ...ebooted See the online Help for information about dialog box fields Specifying TAPI Line Redirect Timeout The TAPI Line Redirect Timeout is a system wide timer that specifies the amount of time before a redirected call goes back to its original destination which allows the TAPI application to redirect the call again When a redirected call times out the system also sends a failure code back to the ...

Page 355: ... The System Administrator configures Supervisory Monitoring parameters using the Supervisory Monitoring window of the NBX NetSet utility Supervisory Monitoring uses IP Multicast Because the system has a global pool of multicast addresses that Supervisory Monitoring and other features use it is possible for the system to exhaust its pool of multicast addresses and thus return an error to a monitori...

Page 356: ...ephony Application Programming Interface TAPI settings before users can download the NBX TAPI Service Provider NBXTSP NBXTSP enables a TAPI application on a user s PC to interact with the user s 3Com telephone You can set a maximum number of TAPI clients in the system You can also require users to enter passwords for TAPI devices Before you configure system wide TAPI settings install the appropria...

Page 357: ...vice Provider NBX TSP You can install NBX TSP on a computer that runs the Microsoft Windows 2000 or Windows XP operating system The application enables you to use TAPI enabled programs with the system For more information see Chapter 2 3Com Telephone Local Configuration Application You can install the application on a computer that runs the Microsoft Windows 2000 or Windows XP operating system Dev...

Page 358: ...ting system that cannot run Windows programs contact your 3Com NBX Voice Authorized Partner for a PDF version of the LabelMaker To launch the LabelMaker and select a label 1 Log in to the NBX NetSet utility using the administrator username and password 2 Click Downloads LabelMakers Universal LabelMaker You can also log in as a user and click Resources Telephone Button Labels to launch the LabelMak...

Page 359: ...hone users can click Resources and then the appropriate tabs to access quick reference guides telephone guides and the feature codes guide You can get or upgrade your existing version of Adobe Acrobat Reader from the Adobe web site www adobe com ...

Page 360: ...360 CHAPTER 13 DOWNLOADS ...

Page 361: ... components System software 3Com ConneXtions H 323 Gateway pcXset Soft Telephone application Voice mail Additional voice mail and Auto Attendant ports and voice mail storage Disk mirroring V5000 and V3001R systems only Devices specifies the total number of devices allowed on the system Windows Audio Volume WAV devices Virtual Tie Lines VTLs Internet Voice Messaging VPIM Third Party Messaging Compl...

Page 362: ...the disk tray On NBX 100 systems the serial number is on the Call Processor backplane To configure the system to support new licenses contact your 3Com dealer and provide the serial number The dealer obtains a new license key from 3Com Customer Support that enables the upgrade See the online Help for procedures to add a license to a system Remove a License The only license that you can remove from...

Page 363: ...NBX Licenses check box Restoring Backed Up Licenses You can restore all licenses from a previously created backup file 1 Log on to the NBX NetSet utility using the administrator login ID and password 2 Click Licensing and Upgrades Licenses 3 Click the Restore Licenses tab 4 Type the full path to the license backup file in the Enter path to restore license s on this system field or browse to the lo...

Page 364: ...e Software Upgrade Notes Release 4 2 introduced system software licensing Be sure to review the information in the next topic System Software Licensing before you upgrade your system software See the Software Upgrade Procedure which is available on the NBX Resource Pack DVD or from www 3com com for information about how to upgrade a specific release of software To run system software release R4 2 ...

Page 365: ...m software on your system you must have and install a license A license key is required only for upgrading to major releases RX X All minor releases RX X X use the corresponding major release license key All systems that are shipped from the factory with software release R4 2 or any later release include a license for the software version that is shipped with the system Upgrading to R4 2 From a Pr...

Page 366: ...te action for you to take Restricted Operation If you reboot the system without installing the required license the system remains operational with these restrictions the NBX NetSet utility is not available Each telephone display panel periodically displays a NO LICENSE message Auto discovery is turned off for all device types Voice mail messages are not allowed The Automated Attendant software is...

Page 367: ...stem and you need to replace the main system chassis for any reason provide a valid license backup file to your 3Com NBX Voice Authorized Partner This file enables them to provide you with license keys equivalent to those that were associated with the replaced chassis Licenses for Future Releases If you purchase a license for a future software release all software releases up to that version are i...

Page 368: ...disk Importing the software driver This step activates the third party driver software See the online Help for more information about these procedures To remove a third party driver you must either purge the system database or revert to a previous database in which the third party driver was not installed Software Upgrades When you upgrade the system software you do not need to reinstall and impor...

Page 369: ...Third Party Drivers 369 A third party telephone can belong to the default third party telephone group or to a telephone group that you create for that third party telephone ...

Page 370: ...370 CHAPTER 14 LICENSING AND UPGRADES ...

Page 371: ...s of a person s last name to search this directory The Last Name parameter of each user profile forms the dial by name directory The directory includes only mailboxes that have been initialized and have a recorded greeting The directory does not include special purpose mailboxes such as a mailbox associated with a TAPI Route Point You can exclude a user from the directory when you add or modify a ...

Page 372: ...us button Disk Status In addition to viewing basic system data you can also view data specifically about disk drives If your system is configured for disk mirroring you can confirm the status of both disks To view disk status click Reports System Data Disk Status and see the online Help for more information Power Supply Status If your system is configured with two power supplies the Power Supply S...

Page 373: ...ding remote fault notification and performance monitoring SNMP sends messages called Protocol Data Units PDUs between SNMP managers and SNMP agents Agents store data about themselves in Management Information Bases MIBs and return this data to SNMP managers System users with special rights can be SNMP users and retrieve this data You use the NBX NetSet utility to enable and disable SNMP configure ...

Page 374: ...and Acronyms Item Detail Authentication Process of ensuring data origin authenticity specifically that the identity of the user is genuine Also incorporates data integrity checks to ensure data has not been altered or destroyed in an unauthorized manner CBC Cipher Block Chaining a method of encoding data encryptions in a message HMAC Keyed Hash Message Authentication Code Provides message authenti...

Page 375: ...User based Security Model USM SNMPv3 The View based Access Control Model VACM applies to both security models 3Com recommends that you use SNMPv3 because of its enhanced security features Community Strings User based Security Model USM View based Access Control Model SNMPv1 SNMPv2c and SNMPv3 Traps Notifications and Informs Community Strings Community strings is the method by which SNMPv1 manages ...

Page 376: ... of security on a per user basis No authentication and no privacy no encryption of data This option is comparable to SNMPv1 and does not provide the additional benefits of SNMPv3 Authentication provided by Message Digest 5 MD5 or Secure Hash Algorithm SHA with no encryption of data Authentication with encryption of data by Data Encryption Standard DES To set an SNMP user s level of security 1 Logi...

Page 377: ...xisting SMIv1 error code no such name instead of the enhanced read only error status on an attempt to set them Traps Notifications and Informs In addition to receiving requests and sending responses to management applications managers agents also can send unsolicited messages to managers when they detect some significant event An unsolicited message is called a trap SNMPv1 or a notification SNMPv2...

Page 378: ...ack up SNMP as a part of your general system backup operations The system does not display Authentication and Privacy keys You cannot use the same password for the Authentication and Privacy keys When you enable Syslog the system logs the results of a SNMPv1 SNMPv2 and SNMPv3 set operation In this case The SNMPv1 Read community string is logged SNMPv1 The Security Name is logged SNMPv2 SNMPv3 The ...

Page 379: ...C 1157 SNMP Fully supported RFC 1213 MIB II Does not support egp and cmot groups RFC 1215 Defining Traps Does not support the warm start trap RFC 1901 SNMPv2 You cannot do SNMP SET on any of the objects by default using either V1 or V2 Read Write access is removed for the SNMP V1 V2 versions RFC 1907 SNMPv2 MIBs Fully supported RFC 2571 SNMP Management Frameworks Fully supported RFC 2572 SNMP Mess...

Page 380: ... according to the Security Posture of minimum secure User table entries are instantiated and keys are generated based on each system login user name and password in force when the SNMPv3 software version is first upgraded SNMP VIEW BASED ACM MIB Supported The standard View based Access Control Module and Conformance MIB This MIB is read only and has permanent entries The default security configura...

Page 381: ...ce class i e phone ATA TLIM BRI T1 PRI ATC etc IP address IP mask IP gateway Physical address Description Device Name Network Settings MIB objects representing the following exist for the Call Processor IP On The Fly settings QoS settings Gateways MIB objects representing the following must be implemented for gateways Analog Line Cards and Digital Line Cards Chassis in which the card is contained ...

Page 382: ...PAN list configuration MAC address Name Type CO switch protocol framing type line code line length number of channels number of channels on line number of channels off line ISDN BRI SPAN list configuration MAC ID CO switch protocol TEI manual auto TEI ID number of channels number of channels on line number of channels off line T1 channel list configuration group name ...

Page 383: ...tion group name channel name span id channel id channel mac extension autoExt Diagnostics for 3Com MIB Objects Diagnostic and statistical information for the system must be made available through MIB objects that represent the following Call Processor Number of active calls Number of Licenses used Number of buffer allocation failures Memory utilization Disk Usage Gateways ALCs DLCs Number of avail...

Page 384: ...line Red Alarm Blue Alarm Yellow Alarm T1 ISDN Channel error count T1 ISDN Channel last error code Quality performance metrics as defined in RFC 2495 Traps and Informs The system generates traps and Informs for the following events Call Processor coldstart Call Processor Power up down Call Processor out of buffer threshold Call Processor IP change Fan failure V5000 systems Power supply failure V50...

Page 385: ...te the following commands as a result of invoking an SNMP set operation on the system Set NCP reboot including a scheduled reboot Set NCP shutdown now Set reboot now for each gateway Set T1 ISDN channel restart now NCP refers to the Call Processor Persistent Storage All new MIB objects are stored in the system database except Privacy and authentication passwords Agent Conformance Reference Table 6...

Page 386: ...S Yes Yes Community based Security Model Yes Yes Access Control User defined Groups Yes No User defined Views Yes No Full support of Read only Views Yes No Command Responder noAuthNoPriv Yes Yes authNoPriv Yes Yes authPriv Yes Yes Notification Originator Unconfirmed notifications Yes Yes Confirmed notifications Yes Yes Target filtering Yes No noAuthNoPriv Yes Yes authNoPriv Yes Yes authPriv Yes Ye...

Page 387: ...em provides some proxy information about telephones CLI Full management Yes No Web Full management Yes No MIBs SNMP FRAMEWORK MIB Yes Yes SNMP MPD MIB Yes Yes SNMP TARGET MIB Yes Yes SNMP NOTIFICATION MIB Yes Yes SNMP USER BASED SM MIB Yes Yes SNMP VIEW BASED ACM MIB Yes Yes SNMP COMMUNITY MIB Yes No Table 69 SNMPv3 Agent Conformance for NBX Systems SNMPv3 RFC Recommended Release R6 0 Support Tabl...

Page 388: ... Console 3C10123A or 3C10124 Not Applicable 3105 Attendant Console 3C10405A Not Applicable Analog Adapters 1 port ATA original and INT versions 3C10120 and 3C10120B xx No 1 port ATA Wednesday 2nd gen ATA 3C10400 Yes 4 port ATC original and intermediate versions 3C10117 and 3C10117B INT No 4 port ATC 2nd gen 3C10117C Yes Analog Line Cards ALC original TLIM 3C10114 No ALC Australia TLIM 3C10114 ANZ ...

Page 389: ...an acknowledgement of the receipt The contents of a message have also been at the discretion of its creator 3Com recommends that you write the messages so that they are informative to the person who might be reading them It has also been considered good practice to include a timestamp and some indication of the sending device and the process that originated it in the messages Transport Mechanism C...

Page 390: ...y other machines is called a collector This has been commonly known as a Syslog server Any device or relay is known as the sender when it sends a message Any relay or collector is known as the receiver when it receives the message Senders send messages to relays or collectors with no knowledge of whether it is a collector or relay Senders might be configured to send the same message to multiple re...

Page 391: ...iscretion of its creator PRI Priority Message Component The PRI portion of a Syslog message must have the following characteristics Three four or five characters Be bound with angle brackets as the first and last characters The PRI portion starts with a leading less than character followed by a number which is followed by a greater than character The less than character is defined as the Augmented...

Page 392: ...on audit and alert messages which seem to be similar 5 messages generated internally by Syslog 6 Line printer subsystem 7 network news subsystem 8 UUCP subsystem 9 clock daemon Various operating systems have been found to utilize both Facilities 9 and 15 for clock cron at messages 10 security authorization messages Various operating systems have been found to utilize Facilities 4 10 13 and 14 for ...

Page 393: ...ck cron at messages 16 local use 0 local0 17 local use 1 local1 18 local use 2 local2 19 local use 3 local3 20 local use 4 local4 21 local use 5 local5 22 local use 6 local6 23 local use 7 local7 Table 72 Severity Level Codes Numerical Code Severity 0 Emergency system is unusable 1 Alert action must be taken immediately 2 Critical critical conditions 3 Error error conditions 4 Warning warning cond...

Page 394: ... messages AccountCode 10 security authorization messages AIncomingDe 0 kernel messages ATA 16 Devices AutoAttApp 17 Applications AutoAttApp1 17 Applications AutoAttApp2 17 Applications AutoAttApp3 17 Applications BasicSet 16 Devices BasicSet12 16 Devices Bitmail 2 mail system BRIChannel 16 Devices Call 18 CallP CallControl 18 CallP CallGroup 18 CallP CDR 17 Applications COFlash 18 CallP ConfDrop 1...

Page 395: ... Devices HuntGroupLo 16 Devices i18n 17 Applications IMAP 2 mail system IntVM 2 mail system IntVM6 2 mail system IntVM64 2 mail system IntVM642 2 mail system IntVM643 2 mail system IPPool 3 system daemons LastNumDial 18 CallP License 4 security authorization messages note1 LockUnlock 4 Security Authorization note1 MailStatSrvr 2 mail system MediaServer 17 Applications MWB1 18 CallP MWB2 18 CallP M...

Page 396: ...utDialT2 17 Applications OutDialT3 17 Applications PageGroup 18 CallP ParkZone 18 CallP Performance 0 kernel messages PickupClient 3 system daemons PickupServer 3 system daemons PRIChannel 16 Devices RDC 16 Devices Remote 16 Devices RoutePoint 18 CallP Router 0 kernel messages Server 0 kernel messages ServManager 0 kernel messages Span 0 kernel messages SpeedDial 18 CallP SystemInfo 0 kernel messa...

Page 397: ...17 Applications VAppIL 17 Applications VoiceApp 17 Applications VoiceApp1 17 Applications VoiceApp2 17 Applications VoiceApp3 17 Applications VoiceApp4 17 Applications VoiceApp5 17 Applications VoiceApp6 17 Applications VoiceApp7 17 Applications VoiceApp8 17 Applications VoiceMail 17 Applications VoiceMail1 17 Applications VoiceMail2 17 Applications VoiceMail3 17 Applications VTL 18 CallP VTLMerge...

Page 398: ...rackets as 0 and 165 respectively The only time a value of zero follows the less than character is when the Priority value is zero Otherwise leading zeroes must not be used Header Component The Header component of the Syslog message must contain the following A timestamp An indication of the hostname or IP address of the device Visible printing characters A seven bit ASCII code set in an eight bit...

Page 399: ...ws Table 75 TIMESTAMP Field Format Value Description Mmm The English language abbreviation for the month of the year with the first character in uppercase and the other two characters in lowercase The following are the only acceptable values Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec dd Day of the month If the day of the month is less than ten a space character must precede the month digit Fo...

Page 400: ...or the IPv6 address of the originator of the message The preferred value is the hostname A single space character must follow the TIMESTAMP field Restrictions Following are the limitations in populating the HOSTNAME field The hostname cannot contain any embedded spaces The domain name must not be included in the HOSTNAME field If the IPv4 address is used it must be shown as the dotted decimal nota...

Page 401: ...characters in a code set that cannot be viewed or understood by a recipient yields no information of value to an operator or administrator reviewing it MSG Component Fields The MSG component has two fields TAG Field The TAG is a string of ABNF alphanumeric characters that must not exceed 32 characters Any non alphanumeric character terminates the TAG field and is assumed to be the starting charact...

Page 402: ...e colon is the first character in the CONTENT field Syslog Security Considerations The Syslog process places Event Notification messages into files on that system This process relies upon the integrity of the system for the protection of the messages Be aware that event messages might be sent accidentally erroneously and even maliciously Since Syslog is a relatively simple protocol its operations ...

Page 403: ... a set interval If the system experiences a problem of any kind this timestamp can help you identify when the problem occurred If the time interval is set to X minutes it will print every X minutes whether or not any other messages are printing To configure the PTOC 1 Log on to the NBX NetSet utility using the administrator login ID and password 2 Click Network Management Syslog Settings 3 Select ...

Page 404: ...ogging has a performance cost it is disabled by default To enable TEP logging contact your 3Com NBX Voice Authorized Partner To view event logs click Network Management Event Logging and see the online Help for more information Maintenance Alerts If you have a V5000 system with disk mirroring or dual power supplies and with NBX Messaging enabled you can Configure maintenance alert voice mail messa...

Page 405: ...ecify users to receive maintenance alerts Off site E mail Message The name of the configured system user appears in the From field of the e mail The From field in the e mail contains the word anonymous Off site Voice Mail Message The system user is announced as the sender of the message An outside caller is announced as the sender of the message Table 76 Source of Maintenance Alert Messages contin...

Page 406: ...406 CHAPTER 16 NETWORK MANAGEMENT ...

Page 407: ...r region A region is a country and language pair for example China Mandarin or France French The system uses English as the default You must install Country Packs to enable the system to support other languages Table 77 Country Pack Documentation Prompts Tones and Cadences Argentina_es taz Latin Spanish Latin Spanish Argentina Australia taz US English Australian English Australia Brazil taz Brazil...

Page 408: ...Regional Settings NOTE The LabelMaker utility included as part of the Chinese Country Packs is in US English PDF format Chinese LabelMakers are available on the NBX Resource Pack DVD Egypt_en taz US English UK English Egypt France taz Parisian French Parisian French France Germany taz German German Germany Israel taz US English Hebrew Israel Italy taz Italian Italian Italy Mexico taz Latin Spanish...

Page 409: ...ere associated with earlier releases might no longer be usable by recent system software versions 3Com recommends that you purge unused regional software to conserve disk space You can only remove unused regional software immediately after you delete a version of system software If you choose not to remove this software when prompted you must either Wait until you remove a subsequent version of sy...

Page 410: ... require local tones and cadences but want the documentation to be in English and the voice prompts in Australian English You can select separate regional settings for Voice prompts The Auto Attendant voice prompts Documentation The NBX Telephone Guide the NBX NetSet user Help the LabelMaker utility and the quick reference cards Tones and Cadences The tones and the patterns of rings cadence versus...

Page 411: ...ilence United States busy tone is 0 75 seconds of tone followed by 0 75 seconds of silence To enable different regional settings 1 Log on to the NBX NetSet utility using the administrator login ID and password 2 Click Country Settings Regional Settings Advanced Regional Settings 3 See the online Help for more information ...

Page 412: ...412 CHAPTER 17 COUNTRY SETTINGS ...

Page 413: ...on and license databases especially after you make changes to system or user configurations Using the Telephone Local User Interface Utility Each 3Com telephone supports a telephone diagnostic and configuration utility called the Local User Interface LUI The LUI utility enables you to perform these tasks View telephone settings both the active settings and the settings stored in the telephone s me...

Page 414: ...and then access the LUI menu options see step 2 before the telephone finishes its download of code from the Call Processor For telephones that use a powered Ethernet cable instead of a power adapter disconnect and then reconnect the Ethernet cable You do not need to cycle power to 3101B and 3102B Business Telephones 2 To access or exit from the LUI utility On the 3Com 3102 and 3102B Business Telep...

Page 415: ...27 3Com 3102 and 3102B Business Telephone see Figure 28 on page 417 3Com 3101 3101B or 3101SP Basic Telephones see Figure 29 on page 418 3Com 1102 2102 or 2102 IR Business Telephones see Figure 30 on page 419 3Com 2101Basic Telephone see Figure 31 on page 420 3Com 3106C Cordless Telephone see Figure 32 on page 421 3Com 3107C Cordless Telephone see Figure 33 on page 422 Table 79 on page 423 describ...

Page 416: ...enu If you press the center select button before you save a change to a setting you exit the menu item without saving the change Up and down buttons move up or down through the LUI menu and select hex digits when editing a MAC address Left and right buttons position the cursor in the display panel when you edit a setting such as an IP address or an Call Processor MAC address 4 Key pad numeric keys...

Page 417: ...tem Use the key to save changes after you edit an item 4 Access buttons AB1 AB4 from bottom to top select menu items 5 Program button Start and exit from the LUI utility Exit from a menu item and move to the next higher menu If you press the Program button before you save a change to a setting you exit the menu item without saving the change 6 Scroll buttons Up and down buttons move up or down thr...

Page 418: ...y to save changes after you edit an item 4 Access buttons AB1 AB4 from left to right select LUI menu items 5 Scroll buttons Center select button starts and exits from the LUI utility or exits from a menu item and moves to the next higher menu If you press the center select button before you save a change to a setting you exit the menu item without saving the change Up and down buttons move up or d...

Page 419: ...or exits from a menu item and moves to the next higher menu If you press the Program button before you save a change to a setting you exit the menu item without saving the change 4 Key pad numeric keys select menu items or enter numeric characters in a menu item Use the key to save changes after you edit an item 5 Access buttons AB1 AB4 from top to bottom select LUI menu items 6 Scroll buttons mov...

Page 420: ...o save changes after you edit an item 4 Access buttons AB1 AB3 select LUI menu items 5 Volume Down button selects LUI menu item AB4 6 MSG voice mail message button starts and exits from the LUI utility or exits from a menu item and moves to the next higher menu If you press the MSG button before you save a change to a setting you exit the menu item without saving the change 7 Scroll buttons move u...

Page 421: ...Use to commit changes Use to exit from a menu item or from the LUI utility If you have not already saved changes by pressing pressing exits that menu item without saving changes 5 Access buttons AB1 AB4 from left to right select LUI menu items 6 Feature button starts the LUI utility After you start the LUI utility the Feature button Scrolls up the LUI menu Selects hex digits when editing a MAC add...

Page 422: ...it changes Use to exit from a menu item or from the LUI utility If you have not already saved changes by pressing pressing exits that menu item without saving changes 5 Access buttons AB1 AB4 from left to right select LUI menu items 6 Feature button starts the LUI utility After you start the LUI utility the Feature button Scrolls up the LUI menu Selects hex digits when editing a MAC address 7 Conf...

Page 423: ...r DSP code on the telephone Serial Rev Serial Number on 3101B and 3102B Business Telephones Telephone serial number and hardware version Phone Port Speed Speed and duplex setting of the LAN connection PC Port Speed The speed and duplex setting of the PC port to the device if any connected to the port Note The next four settings are all valid only if the device downloads via IP layer 3 These four s...

Page 424: ...Business Telephones Secondary download server address configured in the telephone s memory Valid for 3Com VCX Telephone systems only Mem VLAN Config except on 3101B and 3102B Business Telephones VLAN values configured in the telephone s memory Valid for 3Com VCX Telephone systems only For the 3101B and 3102B Business Telephones only EE My IP The IP address configured in the telephone s memory EE S...

Page 425: ...how to return 3101B and 3102B Business Telephones to their default settings Press the key to commit your address change 5 Set NCP IP Note On 3101B and 3102B Business Telephones 5 Configure NCP IP Address Lets you specify the IP address of the Call Processor If the telephone is on the same subnet as the Call Processor you never need to specify the Call Processor IP address If the telephone is on a ...

Page 426: ...ange a telephone back to its default setting enter all Fs for the Call Processor MAC address 2 Show EEPROM Contents Lets you scroll through the locations in the memory of the telephone The information is presented in hexadecimal format and can be properly interpreted only by a 3Com service person 3 Set EEPROM Default Restores the telephone to default settings by clearing these configured settings ...

Page 427: ...served for future use except on 3101B and 3102B Business Telephones 7 VCX Config Menu On 3103B and 3102B Business Telephones only Not used in an NBX environment 3Com telephones can operate as SIP clients for the 3Com VCX Telephone System This option opens a submenu that allows you to set telephone operating settings for a VCX environment 8 Test LED LCD Note See menu option 6 Advanced Settings for ...

Page 428: ...07C Cordless Telephones 0 EEPROM Default Note See menu option 6 Advanced Settings for information about how to access this option on 3101B and 3102B Business Telephones Restores the telephone to default settings by clearing these configured settings IP Information My IP Subnet Mask Gateway IP NCP IP and the Alt Download Server IP return to 255 255 255 255 NCP MAC address The Call Processor MAC add...

Page 429: ...e Call Processor In all but special circumstances the system messages communicate this information and you do not need to manually configure the MAC address To change a telephone back to its default setting enter all Fs for the Call Processor MAC address AB2 Show EEProm Note See menu option 6 Advanced Settings for information about how to access this option on 3101B and 3102B Business Telephones L...

Page 430: ... application to configure a 3Com device Discover the 3Com device Connect the 3Com device to the same subnet as the PC that is running the TLC application Enter the device s MAC address found on the label on the underside of the 3Com device into the TLC interface After the TLC application connects to the device specify the device IP settings you want to assign After you configure a device you can o...

Page 431: ...gested Action Date time display on telephones is wrong either incorrect date or shows random characters A power surge has corrupted the system time If the display shows incorrect date use NetSet to reset the system time If the display shows random characters for example 00 0 you must 1 Disconnect power to the chassis that holds the Call Processor 2 Wait 60 seconds 3 Reconnect power to the system 4...

Page 432: ...istrator but it rejects Administrator and ADMINISTRATOR Callers on hold do not hear music No music source is connected to the Call Processor See Adding External Hardware in the NBX Installation Guide for more information MOH audio is disabled Enable MOH audio in System Wide Settings See Connecting a Music on Hold MOH Input Device in the NBX Installation Guide MOH volume is set too low See Adjustin...

Page 433: ...sed MuLaw compression With R1 1 0 audio that is any prompt message or greeting was recorded using ADPCM compression If you are running R1 1 0 or higher leave the compression format set to ADPCM The ability to select the format allows you to migrate existing data into an older database for backwards compatibility In release R2 6 and all later releases the compression is set to ADPCM and you cannot ...

Page 434: ...nel Service Unit or in the telephone company s line Contact the telephone company for assistance The 3C10165D E1 Card and the 3C10116D T1 card each have an onboard CSU You can view CSU statistics for the card through the NBX NetSet utility For more information see Viewing CSU State Information and Statistics on page 185 Alarm Conditions Overview T1 and E1 Digital Line Cards might experience these ...

Page 435: ...ight be located upstream of that equipment AIS CFA also known as Blue CFA A state that exists at the downstream equipment and indicates that it has detected an AIS signal from the upstream equipment Yellow Alarms RAI also known as Yellow Alarm Signal A signal transmitted in the outgoing direction when a terminal determines that it has lost the incoming signal The terminal equipment generates the Y...

Page 436: ...o the NBX NetSet utility using the administrator ID and password 2 Click PSTN Gateway Configuration Digital Line Cards 3 In the Select Device Type list select T1 Span List or ISDN PRI Span List and then click Apply 4 Select the span you want and click Status The words Red Alarm or Blue Alarm appear in the Status field RA Remote Alarm On A Yellow Alarm state on the card To confirm that the Yellow A...

Page 437: ...e are no error or alarm conditions Amber An alarm condition at the remote end or the CO is not connected or available To determine which alarm state exists 1 Log on to the NBX NetSet utility using the administrator ID and password 2 Click PSTN Gateway Configuration Digital Line Cards 3 In the Select Device Type list select T1 Spans or ISDN PRI Spans and then click Apply 4 Select the span you want ...

Page 438: ...TEP performance data G 826 Near End Far End Number of E1 background block errors bber TEP performance data G 826 Near End Far End Background block ratio bes TEP performance data Bursty Errored Seconds TR54016 Far End and Far End Number of seconds during which there were 2 to 319 CRC errors but no Severely Errored Frame or AIS conditions BdId Board card ID number BdId Name Board card name Brd The n...

Page 439: ... incoming call Can include both DNIS DID and ANI and can specify the order in which they arrive and the number of digits involved EchoCanceller The state of the echo cancellation function Values Enabled Disabled E M Direction For a T1 line the direction of the E M signaling Values Two Way One Way Default Two Way ErrorCnt Reserved for future use ErrorCode Reserved for future use es TEP performance ...

Page 440: ...eriod after a call completes before the channel can be used for another outbound call from system InterfaceType Type of interface Values E1 T1 ISDN no config Default T1 Does not apply to T1 E M Interval TEP performance statistics are sampled every 15 minutes The system saves up to 24 hours of data in 15 minute intervals Intl Prefix An advanced configuration setting An identifier up to five digits ...

Page 441: ...efix is for situations where the telephone company equipment requires special configuration on the system NCP Conne The amount of time that the Digital Line Card waits for the Call Processor to connect the call USER_ALERTING_NO_ANSWER errors mean that this value might be too small NCP Gener A time out value that controls how long the Digital Line Card waits for a response from the Call Processor D...

Page 442: ...ax The maximum duration of a received Wink signal RxWnkMin The minimum duration of a received Wink signal sasp TEP performance data SEF AIS Seconds T1 231 Near End Number of seconds when at least 2 frame bit errors or loss of frame encountered sefsp TEP performance data Severely Errored Frame Seconds T1 231 Far End Number of one second intervals with either out of frame signals AIS defects 390 or ...

Page 443: ...tart of a call Status Status of a channel span card Values Online Idle Unknown Default Online Strip Full Text Strip trailing from Called Party Number in Setup Request Either enabled or disabled An advanced configuration setting for situations where the telephone company equipment requires special configuration on the system TEI Terminal Equipment Identification number of BRI board The telephone co...

Page 444: ... uasc TEP performance data Unavailable Seconds G 826 Near End and Far End Number of seconds during which the frame was unavailable for 10 seconds uasp TEP performance data Unavailable Seconds T1 231 Near End and Far End Number of seconds during which the frame was unavailable for 10 seconds vsecs TEP performance data Valid seconds for the selected interval Wink Wait This time out value controls ho...

Page 445: ...with the board for example the initialization process appear in the terminal emulation window Servicing the Network Call Processor Battery If you lose the system date and time when you reboot the V5000 system it could mean that the Call Processor battery must be replaced The battery is not a user serviceable item If you suspect a problem with the battery contact your 3Com Technical Support represe...

Page 446: ...port needs including systems and cable plant design installation configuration and project management A choice of maintenance services including remote diagnostics on site support telephone technical support and hardware replacement is available from your 3Com NBX Voice Authorized Partner Training and enhancement services are also available ...

Page 447: ...ough the NBX NetSet utility click Downloads Documentation Installing Software on the Third Party Messaging Server You must install the NBX Media Driver and the NBX TAPI Service Provider NBXTSP on the third party messaging server to enable it to interact with the system See your messaging application s documentation for server requirements 1 Install the NBX Media Driver application from the NBX Res...

Page 448: ...mends that you back up your licenses each time you make a license change 2 Verify that Auto Discover Telephones is enabled a Click System Wide Settings Auto Discovery b Verify that Auto Discover Telephones is enabled c Click Apply 3 Verify that NBX Messaging is disabled a Click System Wide Settings Enable Features System Wide b Verify that NBX Messaging is disabled c Click Apply 4 Create a Hunt Gr...

Page 449: ...nsions that have membership in the list and the voice mail extensions that are not members of the list but which you can add to the list and to confirm your changes 4 Click OK Configuring NBXTSP on the Server On the third party messaging server you must add the WAV extensions to the NBX TAPI Control Panel If your third party messaging system needs TAPI messages from Analog Terminal Adapter devices...

Page 450: ...450 APPENDIX A INTEGRATING THIRD PARTY MESSAGING ...

Page 451: ...These completion cause code descriptions are only guidelines The detailed cause might vary according to the Public Switched Telephone Network PSTN to which your system is connected Table 86 Completion Cause Codes Class Grouping Hex Code Decimal Code Description Details Normal events 0x00 0 No diagnostic 0x01 1 Unassigned number The requested destination although valid cannot be reached 0x02 2 No r...

Page 452: ...x1B 27 Destination out of order The destination interface is not operating correctly 0x1C 28 Invalid number format The called party number is invalid or incomplete 0x1D 29 Facility rejected The network cannot provide the facility requested 0x1E 30 Response to status enquiry The reason for the STATUS message was the prior receipt of a STATUS ENQUIRY message 0x1F 31 Unspecified cause Used to report ...

Page 453: ... networks 0x34 52 Outgoing call barred 0x36 54 Incoming call barred 0x39 57 Bearer capability not authorized The user is trying to make unauthorized use of equipment providing a bearer capability 0x3A 58 Bearer capability not available The user has requested a bearer capability which is implemented by the equipment generating the cause but is not available at this time 0x3F 63 Service not availabl...

Page 454: ...patible destination 0x58 88 Incompatible destination The equipment sending this cause has received a request to establish a call that has low layer compatibility high layer compatibility or other compatibility attributes for example data rate that cannot be managed 0x5B 91 Transitnetwork does not exist 0x5F 95 Invalidmessage unspecified Reports an invalid message event only when no other cause in ...

Page 455: ...nding equipment was not able to implement the code because one or more of the fields were incorrectly coded 0x65 101 Wrong message for state The received message is incompatible with the call state 0x66 102 Timer expiry A timer has expired and an associated Q 931 error handling procedure has been initiated 0x67 103 Mandatory IE length error 0x6F 111 Protocol error Reports an error event only when ...

Page 456: ...456 APPENDIX B ISDN COMPLETION CAUSE CODES ...

Page 457: ...pecifies a second location from which a telephone can receive its download Not used in an NBX system Voice VLAN Configuration Reserved for future use Fail Over Call Route Point Reserved for future use This appendix includes an example of how to configure option 184 on a Windows 2000 server that has been configured to run DHCP server software It describes these topics Creating Option 184 Editing Op...

Page 458: ... Array check box 7 In the Code field type 184 8 In the Description field enter a description of your choice Example NBX NCP IP Address 9 Click OK In the Predefined Options and Values dialog box the DHCP Microsoft Management Console creates a new option name by combining the option number with the name that you chose and adds this name to the Option name drop down list Example If you used NBX as th...

Page 459: ...P server software To activate option 184 for a specific scope 1 In the left pane of the DHCP Microsoft Management Console dialog box find the scope that you want Then highlight Scope Options 2 Right click Scope Options and from the menu that appears select Configure Options The Scope Options dialog box appears Table 87 What You Type Description 1 Enter 1 as the only suboption code for option 184 S...

Page 460: ...al format To activate option 184 globally 1 In the left pane of the DHCP Microsoft Management Console dialog box highlight Server Options 2 Right click Server Options and from the menu that appears select Configure Options The Server Options dialog box appears 3 Scroll down in the Available Options list until you find the option that you just added 184 NBX in this example 4 Enable the check box to...

Page 461: ...ng Calls Receiving Calls Handling Conference Calls Related H 323 Documentation Overview of ConneXtions ConneXtions is a 3Com software product that allows you to use an appropriately configured Windows system as an H 323 gateway for use with NBX systems H 323 gateways implement an ITU standard that allows telephone like call connections to occur through an IP network Although this standard addresse...

Page 462: ...Firewall Security page 480 WAN Router WAN Routers typically connect to ISDN T1 E1 Frame Relay or Asynchronous Transfer Mode facilities depending on the load they carry A dedicated router can often reduce problems encountered with firewalls Firewalls often interfere with connections because they are designed to admit only authorized addresses and because they discriminate against specific types of ...

Page 463: ...Processor Memory and Bandwidth Requirements discussed next and Firewall Security on page 480 Windows Compatibility To check the compatibility of your system 1 On a computer that has Internet access enter www microsoft com hwdq hwtest 2 Locate the link to the Hardware Compatibility List 3 Verify that your intended Windows 2000 system is on the Hardware Compatibility List Processor Memory and Bandwi...

Page 464: ...ocessor Capabilities Pentium II Speed MHz Pentium III Speed MHz Bandwidth Kbps on the LAN Ports G 711 G 723 G 711 G 723 G 711 G 723 2 100 256 40 150 153 6 38 4 4 200 512 80 300 307 2 76 8 8 400 1000 160 600 614 4 153 6 16 800 2000 320 1200 1228 8 307 2 32 1600 4000 640 2400 2457 6 614 4 64 3200 10000 1280 4800 4915 2 1228 8 100 5000 12800 2000 7500 7680 1920 Table 89 Pentium II and III Processor C...

Page 465: ...e Card NIC in that gateway system The same NIC can also be used to communicate with the IP router This single NIC configuration is appropriate if the firewall which separates Internet and intranet is either unnecessary or is required by company policy ConneXtions Software You use the NBX Resource Pack DVD to install ConneXtions software The ConneXtions software performs the protocol conversions be...

Page 466: ... use with a firewall if any Verifying the G 723 Converter Installations that need G 723 1 audio compression require access to a converter in Microsoft NetMeeting 2 1 or 3 01 NetMeeting must be installed on the same PC that holds the ConneXtions software but the two cannot run simultaneously G 723 1 does not appear as a selectable option in ConneXtions unless the converter is accessible To confirm ...

Page 467: ...C addresses use colons as separators Take care to record the Call Processor MAC Address not the Music on Hold MAC address which also appears in the System Data tab 3 Determine the number of port licenses a In NetSet click Licensing and Upgrades Licenses b Record the number of licenses for the H 323 Gateway c Click Add License d Enter the License Key must be purchased to unlock the license To obtai...

Page 468: ... legal 3 Specify the Audio Channel Format a Select first option G 711 only for uncompressed connections b Select one of the other two options to configure G 723 1 connections These options require the file msg723 acm See Verifying the G 723 Converter on page 466 4 Information Block click OK 5 Specify the number of configured H 323 ports for this ConneXtions gateway 3Com recommends that licenses ar...

Page 469: ...ones and provide call control services to registered endpoints 13 If you have chosen to use a gatekeeper enter the IP address of the preferred gatekeeper This forces ConneXtions to try to use this gatekeeper first and provides a more secure option If you want ConneXtions to autodiscover a gatekeeper leave the field empty You might chose to do this if you only have one gatekeeper on your network 14...

Page 470: ...outes all calls directly using the gatekeeper To use address resolution in large multi zone configurations which have one or more gatekeepers in each zone 17 You are prompted to set the size of the log files The default value is 1 Mb ConneXtions maintains two log files named ConneXtions01 log and ConneXtions02 log Data is logged to only one of these at a time Once the active log file reaches a spe...

Page 471: ...gateway H 323 gatekeepers Miscellaneous H 323 compliant end point devices such as H 323 telephones Suitably equipped personal computers An emerging class of wireless handsets The quality of H 323 calls over the Internet is determined by the quality of the connection provided by your ISP The H 323 protocol addresses these main areas Negotiated Connections Negotiated Voice Compression Standard Exten...

Page 472: ...s that are inherent in the way standard voice is represented The international standard for representing voice G 711 requires 64 Kb for each second of conversation 3Com Business and Basic Telephones contain a digital signal processor DSP that transforms spoken voice into this form An Ethernet interface also within each telephone breaks up the 64 Kbps stream into frames adds addressing and error ch...

Page 473: ...s H 323 gatekeepers Wireless Handsets An emerging class of H 323 wireless handsets is being used by some large outlet stores as portable PBX telephones A ConneXtions H 323 server is well suited for use with these H 323 handsets Personal Computers Microsoft NetMeeting software supports H 323 voice connections over the Internet The personal computer must be equipped with Internet access a sound syst...

Page 474: ...sending a frame with a simulated Ethernet address that contains a requested IP address The ConneXtions gateway uses this address to request a level three connection between the local router and the remote router associated with another PBX or NBX system After an IP connection has been established the ConneXtions software begins a series of H 323 exchanges by using TCP packets on the IP connection ...

Page 475: ...second NIC in the gateway system to provide a separate connection between the H 323 gateway and the IP router Logical Connections Locally every device on an NBX LAN has the same physical access to the local network traffic as any other device Consequently addresses control connections because devices can only read information that is addressed to them This makes addressing and managing addresses a...

Page 476: ...y is typically no greater than 400 ms You can test this by using several ping commands Voice conversations occur in real time so these packets need to be delivered in a consistent manner and with the shortest delay The goal is to deliver 32 regularly spaced packets to the recipient every second The frequency response dynamic range and noise of a voice conversation depend on the voice representatio...

Page 477: ...rs the entire end to end connection You can reduce NBX system s bandwidth requirements by enabling silence suppression but doing so compromises audio quality 3Com telephones generate voice frames at regular intervals for the duration of a connection These frames normally continue when no one is speaking When you enable silence suppression the system sends a silence indicator when the telephone sen...

Page 478: ...ystem load and by upgrading system components as needed Jitter Momentary transmission delays can affect the pace of a conversation and if severe cause the voice to break up This is known as jitter All voice over internet devices have a jitter buffer at the receiving end whose purpose is to absorb jitter It does this by delaying the first packets that arrive by some significant amount from 50 to 20...

Page 479: ...ss substitutes based on the preceding and following samples If your network is not optimized for voice the quality of voice can be affected Priority Schemes Packet based voice systems depend on the speedy and consistent delivery of voice packets for good voice quality This dependency presents an obstacle to H 323 communication on the Internet because it was designed to treat all packets alike with...

Page 480: ...es on it NBX systems are designed to use the default values that come with 3Com switches If you use other routers you might need to reprogram their diff serv settings The 3Com default is 101110xx This setting must be consistent at both ends of the connection Note that some routers overwrite the TOS field diff serv priority field and eliminate the priority distinctions between packets NBX ConneXtio...

Page 481: ...must conform to very conservative firewall policies can use a Virtual Private Network VPN if they need to filter incoming H 323 calls from the public Internet An alternative is to use a firewall with H 323 proxy support While the operating system that runs the H 323 gateway can be programmed to serve both as an H 323 gateway and as an IP router such arrangements are usually impractical because the...

Page 482: ...iminates for or against specific types of packets IP addresses and packet types must match for packets to pass The H 323 protocol uses TCP packets for call setup and UDP packets to carry the voice payload Each type of packet includes an array of port addresses that are used during the connection Ports 1720 negotiates which of the other available ports is used to carry the connection The ConneXtion...

Page 483: ...ernet ready laptop with Microsoft NetMeeting to make H 323 calls and a Virtual Private Network VPN connection to the NBX system LAN Microsoft NetMeeting software works with Windows 2000 and it can be downloaded for free from www microsoft com You can use Microsoft s VPN Dial Up Networking version 1 3 to establish a virtual private network connection between a roaming laptop and the NBX system LAN ...

Page 484: ...cribe a universally accepted interface for interconnecting similar systems each of the 20 or 30 PBX manufacturers brings its own PBX solution to the marketplace The diversity of products and release levels that are associated with each manufacturer increase this complexity further Because any implementation differences can affect connectivity this manual can only offer guidelines for connecting NB...

Page 485: ...for caller ID purposes ConneXtions allows you to choose if you want to use a gatekeeper on your network Outgoing IP addresses can be entered As pre programmed speed dial numbers that forward callers to the Auto Attendant at a remote NBX system By modifying the dial plan You can configure the speed dial numbers to include an appended extension if a person in one NBX system needs to make frequent ca...

Page 486: ...ions because H 323 calls use IP addresses instead of the familiar numbers that are used for public switched network calls different dial plan The cost of an H 323 call is distance independent so you do not need to limit long distance calling for cost reasons External Call Control Users of ConneXtions equipped systems can place H 323 calls to other H 323 systems anywhere in the world without having...

Page 487: ...ks Gateway Checks Gateway checks can verify that the systems at each end of an H 323 connection are working properly Gateway Self Check A gateway self check is simply an H 323 call that returns to the local IP address loopback test To perform a gateway loopback test 1 Access a ConneXtions H 323 port from an 3Com Business or Basic Telephone by dialing an H 323 port line number or by using a dial pl...

Page 488: ...he IP router at the remote end of the intended H 323 connection The easiest way to initiate a ping is with a DOS ping command This command sends four pings to the specified IP address The router at that address immediately returns the ping and the command notes the round trip delay for each ping packet Some firewalls do not return pings for security reasons If the ping test fails you can use a tra...

Page 489: ...o includes the number of times 3 required to reach each intermediate gateway If a network connection failure occurred in route this command indicates where it occurred Because the tracert command reveals the chain of logical connections across a network it can be useful for comparing the performance of alternative internet service providers NetMeeting Connections You can also check H 323 voice pac...

Page 490: ...n help to recognize firewall problems without the complexity of the system and ConneXtions H 323 server To make a NetMeeting check 1 From the Start menu select Settings and then Control Panel 2 Select Applications and then Services 3 Select 3ComConnextions from the list and click Stop 4 Access www microsoft com using a web browser a Click Downloads in the navigation bar b In the Product Name field...

Page 491: ...NetMeeting call a Click the NetMeeting icon followed by the telephone icon b Enter the IP address of similar system at remote end after To c Select Network or Direct Call after using d Click Call e Confirm the connection using a speaker or headset and microphone 9 To end the call click the hang up icon Interpreting the Results The NetMeeting check has three possible outcomes No communication with ...

Page 492: ...rate the four octets in the IP address and then press the key to dial now You must configure the dial plan to use ConneXtions You must have Super User Group CoS privileges to perform this test These examples show key pad sequences that request an extension list connection and a specific port connection 8192 168 1 15 where extension list access is used OR 754 192 168 1 15 if there is no extension l...

Page 493: ...ion before it presents the remaining digits to the remote terminal 8192 168 1 15 273 Both configurations produce the same result when dialing into another NBX system however other PBX systems can be position sensitive If you are not sure use the first format with the sign after the extension Speed Dials Your telephone system has a speed dial capability that offers a quick way to dial frequently ca...

Page 494: ... system speed dial numbers 700 through 709 b In the New Number field type an H 323 extension or an 8 for extension list followed by an IP address or a system name Examples are 8192 168 1 15 273 IP address plus extension 8192 168 1 15 273 IP address plus extension 8273 h323 nbx com extension plus host name 8h323 nbx com host name defaults to AA Use those characters shown here that is no spaces hyph...

Page 495: ...e H 323 device if the device supports version 2 or later of the H 323 standard The behavior of ConneXtions depends on when the sign is entered during this process ConneXtions sends digits as messages which are more reliable than audio tones ConneXtions also expects to receive digits from H 323 devices in the same way and therefore does not have a tone detector This means older H 323 version 1 devi...

Page 496: ...xtension by adding a 3 digit extension immediately after the last octet in an H 323 IP address Do not use commas spaces or hyphens between the IP address and an extension when programming an H 323 speed dial number IP network connections do not incur delays like those that occur with analog PSTN connections 8192 168 1 15 273 The sign in this example indicates when the last digit was entered so tha...

Page 497: ...ld enter the required extension number CAUTION Do not route an H 323 port directly to another line port Routing an H 323 call to a PSTN line from the Internet is dangerous because it would allow anyone to make long distance toll calls through the Call Processor with no accountability 6 Click OK Handling Conference Calls You can include gateway port connections in local conference calls along with ...

Page 498: ...NEXTIONS H 323 GATEWAY Web Sites http www packetizer com iptel h323 http www itu int itudoc itu t rec h Book IP Telephony Packet Based Multimedia Communications Systems Olivier Hersent David Gurle Jean Pierre Petit 1999 ...

Page 499: ...ansfer displays After the call is answered only the Caller ID of the original caller remains in the display and the greater than character is removed Long Caller ID Character Strings Some models of the 3Com Business Telephone can display two lines of 16 characters while other models of the 3Com Business Telephone can display two lines of 24 characters The displays of different brands and models of...

Page 500: ...d in line with the analog telephone depends on whether the Caller ID device telephone supports 2 line Caller ID display Most analog telephones with built in Caller ID and most Caller ID boxes do not support 2 line display of Caller ID information For this type of device only the Caller ID of the original caller displays If the analog telephone or Caller ID box supports 2 line display of Caller ID ...

Page 501: ...ns the Caller ID for A and the bottom line contains the Caller ID for C After 5 seconds only the Caller ID information for A displays External Calls The display of Caller ID information for external calls depends on how the call arrives at the system External Analog Line Card Calls An external call arrives at a system on an Analog Line Card port and is routed to A s telephone When A transfers the ...

Page 502: ...mber from the Digital Line Card appear on the top line of B s telephone display panel A s ID displays on the bottom line External T1 Calls An external call arrives at a system on a T1 channel and is routed to telephone A If the call is transferred to B the display of caller ID information on B s telephone depends on which Incoming Call Digit Format is configured on the T1 board DNIS DID The T1 boa...

Page 503: ...ntrolled by TAPI software both the original Caller ID and the Caller ID of the person forwarding the call are sent to the TAPI software TAPI Redirected Calls If telephone A is being monitored by an external TAPI application and a forwarded call to A is redirected to telephone B the TAPI software passes the Caller ID of the original caller and the Caller ID of the forwarding telephone to telephone ...

Page 504: ...ER ID 3Com Cordless Calls The 3Com Cordless handset shows DTMF entries that briefly start from the bottom right hand corner of the display then shift to standard screen placement This behavior is normal for this telephone ...

Page 505: ...nnels that you put in this list must be removed from the 0002 extension list to ensure that channels are available for emergency calls In the example in this appendix Ext List 0011 and Route 11 are used 2 Once you have customized and imported your dial plan see the example in the section go to Dial Plan Pretranslators Highlight Outbound Caller ID for non 911 Calls Click Devices Using for CLI 3 Mov...

Page 506: ... 1 8 7 3 3 Diagnostics 0 0 TableEntry Create 1 9 9 8 8 Local 0 1 TableEntry Create 1 10 90 2 64 Operator 0 1 TableEntry Create 1 11 901 4 64 International 0 1 TableEntry Create 1 12 91 9 12 LongDistance 0 1 TableEntry Create 1 13 9101 9 64 AlternateLong 0 1 TableEntry Create 1 14 911 3 3 Emergency 0 11 TableEntry Create 1 15 91800 12 12 TollFree 0 1 TableEntry Create 1 16 91888 12 12 TollFree 0 1 ...

Page 507: ... Pool DestinationRoute Create 11 Route for 911 Route Entry DestinationExtension DestinationRouteEntry Create 1 1 0002 DestinationRouteEntry Create 1 2 0001 DestinationRouteEntry Create 2 1 0001 DestinationRouteEntry Create 3 1 0003 DestinationRouteEntry Create 4 1 0004 DestinationRouteEntry Create 5 1 0005 DestinationRouteEntry Create 6 1 0006 DestinationRouteEntry Create 7 1 0003 DestinationRoute...

Page 508: ...y Create 1 5 5 PreTranslatorEntry Create 1 6 6 PreTranslatorEntry Create 1 7 7 PreTranslatorEntry Create 1 8 8 PreTranslatorEntry Create 1 9 9 PreTranslatorEntry Create 1 10 0 PreTranslator Create 2 Outbound Caller ID for non 911 Calls PreTransId Entry Digits PreTranslatorEntry Create 2 1 1 PreTranslatorEntry Create 2 2 2 PreTranslatorEntry Create 2 3 3 PreTranslatorEntry Create 2 4 4 PreTranslato...

Page 509: ...e 1 6 1 stripLead 1 PreTranslatorOperation Create 1 7 1 stripLead 1 PreTranslatorOperation Create 1 8 1 stripLead 1 PreTranslatorOperation Create 1 9 1 stripLead 1 PreTranslatorOperation Create 1 10 1 stripLead 1 PreTranslatorOperation Create 2 1 1 replace 5083232000 PreTranslatorOperation Create 2 2 1 replace 5083232000 PreTranslatorOperation Create 2 3 1 replace 5083232000 PreTranslatorOperation...

Page 510: ...510 APPENDIX F OUTBOUND CALLER ID AND 911 SERVICE ...

Page 511: ...ions within this MIB are derived from the IANA assigned enterprise which is declared under the enterprises node defined in the SNMP SMI IMPORTS a3comNbxMIB FROM A3Com products MIB Import the ENTITY mib for showing the NBX hardware and software versions Serial Number entPhysicalIndex entPhysicalName FROM ENTITY MIB PhysAddress DisplayString FROM SNMPv2 TC DisplayString ipAdEntAddr FROM RFC1213 MIB ...

Page 512: ...nd Qos Settings etc REVISION 200511081714Z DESCRIPTION a3comNbxMIB 1 This MIB defines 3 groups that provide for the control and monitoring of all parts of an NBX system and one group for notifications nbxCallProcessorOBJECT IDENTIFIER nbx 1 nbxGatewayOBJECT IDENTIFIER nbx 2 nbxPhoneOBJECT IDENTIFIER nbx 3 nbxNotificationsOBJECT IDENTIFIER nbx 4 The Call Processor Group Implementation of this group...

Page 513: ...system we can show these statistics for each ncpTableOBJECT TYPE SYNTAXSEQUENCE OF NcpEntry MAX ACCESSnot accessible STATUScurrent DESCRIPTION The Table consisit of one row for each NCP board available in the NBX System nbxCallProcessor 2 ncpEntryOBJECT TYPE SYNTAXNcpEntry MAX ACCESSnot accessible STATUScurrent DESCRIPTION Indicates an Entry for each NCP in the NCP table INDEX entPhysicalIndex ncp...

Page 514: ...utgoing VTL Call Failures ncpEntry 3 Though the Memory free is in MB to present the accurate value it is better to use the display string ncpMemoryFreeOBJECT TYPE SYNTAXDisplayString MAX ACCESSread only STATUScurrent DESCRIPTION Indicates the free Memory in the system ncpEntry 4 This is a display string as the number is greater than the maximum value that an integer can store The value is in GB So...

Page 515: ... MAX ACCESSread only STATUS current DESCRIPTION Indicates the power status of the NCP when redundant power supply is available ncpEntry 7 ncpNumberOfVMPorts OBJECT TYPE SYNTAXInteger32 MAX ACCESSread only STATUScurrent DESCRIPTION Indicates the number of voicemail ports that are present in the NBX ncpEntry 8 The Operations table starts from here This is used for doing a NCP reboot or shutdown ncpO...

Page 516: ...ive 2 MAX ACCESSread write STATUScurrent DESCRIPTION This object is used to set the NCP to reboot When set to active 2 the NBX is rebooted When a GET is done then the inActive 1 is returned indicating the current status ncpOperationEntry 1 ncpOperationShutDownOBJECT TYPE SYNTAX INTEGER inActive 1 active 2 MAX ACCESSread write STATUS current DESCRIPTION This object is used to set the NCP to Shut Do...

Page 517: ... STATUS current DESCRIPTION The License Index is a unique number to distinguish the licenses that are present in the NBX system ncpLicenseEntry 1 The License name is indicative of the feature for which respective access is enabled these are taken from License cpp file Because of some limitations the voicemail feature codes are abbrievated for example the code vmNbx100Upg4H4PFrom30M4P should be rea...

Page 518: ...tor 22 tpPolycomCount 23 tpCitelNorstar 24 vmNbx100DefaultLicense 26 starFish 28 softwareUpgrade 29 citelAvaya2GatewayLicense 30 tpCitelAnalog 31 citelOther2Gateway 32 citelOther3Gateway 33 desoto 34 basicPhone3101 36 group2 37 group1 38 group0 40 group3 43 group4 44 nbxACD 45 bri2portto4port 46 v3001RDiskMirroringKit 47 invalidLicense 48 unknownLicense 49 MAX ACCESSread only STATUS current DESCRI...

Page 519: ...e being used in system ncpLicenseEntry 5 The Gateways Group This group is one of the groups configured under nbx object identifier Implementation of this group is mandatory for all systems This group contains a Table of all the gateways that form part of an nbx system The NCP discovers and proxies the configuration specific to digital or analog gateways gatewayTableOBJECT TYPE SYNTAXSEQUENCE OF Ga...

Page 520: ...yDescription DisplayString gatewayDeviceName DisplayString gatewayStatus INTEGER gatewayNumberOfChannels Integer32 gatewayModelNumber DisplayString gatewayReboot INTEGER The gateway class is meant to indicate the type of gateway present in the system The enum other indicates any other gateway that is present in the system other than the T1 ISDN PRI BRI cards that are generally supported gatewayDev...

Page 521: ...n 37 trunkPriSpan 40 trunkBriSpan 41 trunkPriChannel 42 trunkBriChannel 43 trunkPriGroup 44 trunkBriGroup 45 trunkDSP 46 ataMorticia 58 tlimGomez 59 trunkPriDChannel 61 trunkBriDChannel 62 ataThirdPart 63 ataWednesday 64 trunkSpanLoopback 65 trunkPriSpanLoopback 66 ataSkylark 94 unknownGatewayClass 100 isdnPRI 101 MAX ACCESSread only STATUS current DESCRIPTION An enumeration for E1 T1 PRI BRI ATA ...

Page 522: ...CRIPTION The hardware verison of the gateway gatewayEntry 6 gatewaySWVersionOBJECT TYPE SYNTAX DisplayString MAX ACCESSread only STATUS current DESCRIPTION The Software Version of the gateway gatewayEntry 7 gatewayIPAddressOBJECT TYPE SYNTAX IpAddress MAX ACCESSread only STATUS current DESCRIPTION The IP Address of the Gateway gatewayEntry 8 gatewayIPMaskOBJECT TYPE SYNTAX IpAddress MAX ACCESSread...

Page 523: ... the gateway gatewayEntry 12 The enums that are given here are as mentioned in the dbconst h Changing the order will effect the complexity of code for handling the enums gatewayStatusOBJECT TYPE SYNTAX INTEGER online 1 offline 3 unknownGatewayStatus 100 MAX ACCESSread only STATUS current DESCRIPTION An enumeration that gives the status of the gateway as online offline unknown etc gatewayEntry 13 g...

Page 524: ...ive gateway gatewayEntry 16 nbxDlC is in the gateway group It gives the span and channel information of digital line cards that are connected to the nbx gatewayDLCOBJECT IDENTIFIER nbxGateway 2 dlcSpanTableOBJECT TYPE SYNTAXSEQUENCE OF DlcSpanEntry MAX ACCESSnot accessible STATUScurrent DESCRIPTION This table gives the information of the span entries of various Digital line cards that are connecte...

Page 525: ... MAX ACCESSnot accessible STATUS current DESCRIPTION The span device ID is a unique number that identifies the respective span dlcSpanEntry 1 dlcSpanMACAddressOBJECT TYPE SYNTAX PhysAddress MAX ACCESSread only STATUS current DESCRIPTION The MAC address of the Span dlcSpanEntry 2 dlcSpanIDOBJECT TYPE SYNTAX Integer32 2147483648 2147483647 MAX ACCESSread only STATUS current DESCRIPTION The span devi...

Page 526: ...ibes the Protocol used by the span dlcSpanEntry 5 The enums that are given here are as mentioned in the gNipTep h Changing the order will effect the complexity of code for handling the enums dlcSpanFramingOBJECT TYPE SYNTAX INTEGER crcmf 1 f4mf 2 f12mf 3 esf 4 f72mf 5 d4 6 df 7 framingNotApplicable 100 MAX ACCESSread only STATUS current DESCRIPTION Enumeration describing the Framing type used by t...

Page 527: ...5 t1_len_145185 6 t1_len_175210 7 t1_len_dbLongHaul 8 t1_len_7dbLongHaul 9 t1_len_15dbLongHaul 10 t1_len_22dbLongHaul 11 pri_len_000035 51 pri_len_025056 52 pri_len_055095 53 pri_len_085125 54 pri_len_115155 55 pri_len_145185 56 pri_len_175210 57 pri_len_NA 58 pri_len_dbLongHaul 59 pri_len_7dbLongHaul 60 pri_len_15dbLongHaul 61 pri_len_22dbLongHaul 62 lineLengthNotApplicable 100 MAX ACCESSread onl...

Page 528: ...urrent DESCRIPTION The number of channels that are present in the card dlcSpanEntry 10 dlcSpanNumberOfChannelsOnlineOBJECT TYPE SYNTAX Integer32 MAX ACCESSread only STATUS current DESCRIPTION The number of channels that are online in the span list of the card dlcSpanEntry 11 dlcSpanNumberOfChannelsOfflineOBJECT TYPE SYNTAX Integer32 MAX ACCESSread only STATUS current DESCRIPTION The number of chan...

Page 529: ...d else manual 1 is returned If it doesnot exist notApplicable is returned dlcSpanEntry 14 dlcSpanTEIIdOBJECT TYPE SYNTAX DisplayString MAX ACCESSread only STATUS current DESCRIPTION The TEI ID of the span if exists dlcSpanEntry 15 dlcChannelTableOBJECT TYPE SYNTAXSEQUENCE OF DlcChannelEntry MAX ACCESSnot accessible STATUScurrent DESCRIPTION This table consists of the details regarding the channels...

Page 530: ...nteger32 dlcChannelStatus INTEGER dlcChannelRestart INTEGER dlcChannelErrorCountCounter32 dlcChannelLastErrorCode DisplayString dlcChannelDeviceIdOBJECT TYPE SYNTAX Integer32 MAX ACCESSnot accessible STATUS current DESCRIPTION The Channel device Id gives the unique number that identifies the channel appropriately dlcChannelEntry 1 dlcChannelMACOBJECT TYPE SYNTAX PhysAddress MAX ACCESSread only STA...

Page 531: ...nelSpanIdOBJECT TYPE SYNTAX Integer32 MAX ACCESSread only STATUS current DESCRIPTION The Span Id of the channel dlcChannelEntry 6 dlcChannelExtensionOBJECT TYPE SYNTAX Integer32 MAX ACCESSread only STATUS current DESCRIPTION The Extension of the channel dlcChannelEntry 7 dlcChannelProtocolOBJECT TYPE SYNTAX INTEGER did 1 fxo 2 fxs 3 gnd 4 sigModeClearChannel 5 em 6 channelProtocolNotApplicable 100...

Page 532: ...TYPE SYNTAX INTEGER immediate 1 delay 2 dialTone 3 wink 4 channelStartTypeNotApplicable 100 MAX ACCESSread only STATUS current DESCRIPTION Indicates the start type of the channel dlcChannelEntry 10 dlcChannelIncomingDigitFormatOBJECT TYPE SYNTAX INTEGER pulse 1 dnis 2 dnisAni 3 sDnis 4 sDnisAnis 5 sAnisDnis 6 dtmf 7 incomingDigitFormatNotApplicable 100 MAX ACCESSread only STATUS current DESCRIPTIO...

Page 533: ...MAX ACCESSread only STATUS current DESCRIPTION Gives the outgoing digit format configured for the channel dlcChannelEntry 13 dlcChannelAutoExtOBJECT TYPE SYNTAX Integer32 MAX ACCESSread only STATUS current DESCRIPTION The auto extension configured for the channel dlcChannelEntry 14 dlcChannelStatusOBJECT TYPE SYNTAX INTEGER online 1 offline 3 unknownChannelStatus 100 MAX ACCESSread only STATUS cur...

Page 534: ...urrent DESCRIPTION The Last error code returned by the channel dlcChannelEntry 18 The analog line entries are described here These entries give the analog line details for ALC ATA etc gatewayAnalogLineOBJECT IDENTIFIER nbxGateway 3 analogLineTableOBJECT TYPE SYNTAXSEQUENCE OF AnalogLineEntry MAX ACCESSnot accessible STATUScurrent DESCRIPTION This table consists of the details regarding the Analog ...

Page 535: ...the unique number that identifies the line appropriately analogLineEntry 1 analogLineMACAddressOBJECT TYPE SYNTAX PhysAddress MAX ACCESSread only STATUS current DESCRIPTION The Mac address of the ALC card to which the line belongs to analogLineEntry 2 analogLineIDOBJECT TYPE SYNTAX Integer32 MAX ACCESSread only STATUS current DESCRIPTION The Analog line ID gives the unique Port number that identif...

Page 536: ...aySIPEndPointTableOBJECT TYPE SYNTAXSEQUENCE OF GatewaySIPEndPointEntry MAX ACCESSnot accessible STATUScurrent DESCRIPTION This table consists of the details regarding the SIP Endpoints connected to the NBX nbxGateway 4 The device Id of the sip endpoint is the index of the table gatewaySIPEndPointEntryOBJECT TYPE SYNTAXGatewaySIPEndPointEntry MAX ACCESSnot accessible STATUScurrent DESCRIPTION Indi...

Page 537: ...32 MAX ACCESSread only STATUS current DESCRIPTION The port number being used by the SIP endpoint gatewaySIPEndPointEntry 3 gatewaySIPEndPointDeviceNameOBJECT TYPE SYNTAX DisplayString MAX ACCESSread only STATUS current DESCRIPTION The name of the SIP endpoint gatewaySIPEndPointEntry 4 gatewaySIPEndPointDescriptionOBJECT TYPE SYNTAX DisplayString MAX ACCESSread only STATUS current DESCRIPTION The d...

Page 538: ...1 PhoneEntry SEQUENCE phoneDeviceIdInteger32 phoneMACAddress PhysAddress phoneVDN Integer32 phoneClass INTEGER phoneExtension DisplayString phoneSerialNumber DisplayString phonePartNumber DisplayString phoneHWVersion DisplayString phoneSWVersion DisplayString phoneIPAddress IpAddress phoneIPMask IpAddress phoneIPGateway IpAddress phoneDescription DisplayString phoneDeviceName DisplayString phoneSt...

Page 539: ...ct the complexity of code for handling the enums So we prefer it being this way phoneClassOBJECT TYPE SYNTAX INTEGER nbSetGrowler 1 nbSetProto 2 nbSetAlpha 3 nbSetBusiness 4 nbSetSoft 15 ata 16 nbSetWav 48 basicSet 49 thirdParty1 51 thirdParty2 52 thirdParty3 53 thirdParty4 54 thirdParty5 55 thirdParty6 56 thirdParty7 57 thirdParty8 58 ataMorticia 59 ataThirdParty1 64 ataWednesday 65 nbSet3102Busi...

Page 540: ... current DESCRIPTION The Extension number of the phone phoneEntry 5 phoneSerialNumberOBJECT TYPE SYNTAX DisplayString MAX ACCESSread only STATUS current DESCRIPTION The 3COM 13 digit S N phoneEntry 6 phonePartNumberOBJECT TYPE SYNTAX DisplayString MAX ACCESSread only STATUS current DESCRIPTION The 3C Part Number of the device phoneEntry 7 phoneHWVersionOBJECT TYPE SYNTAX DisplayString MAX ACCESSre...

Page 541: ...he IP mask of the Phone Device phoneEntry 11 phoneIPGatewayOBJECT TYPE SYNTAX IpAddress MAX ACCESSread only STATUS current DESCRIPTION The IP gateway address of the phone device phoneEntry 12 phoneDescriptionOBJECT TYPE SYNTAX DisplayString MAX ACCESSread only STATUS current DESCRIPTION Description for the phone phoneEntry 13 phoneDeviceNameOBJECT TYPE SYNTAX DisplayString MAX ACCESSread only STAT...

Page 542: ... with the table object notifyPowerStatusChangeNOTIFICATION TYPE OBJECTS entPhysicalName ncpPowerStatus STATUS current DESCRIPTION Notifies if the one of the redundant power supplies status changes from on to off and vice versa nbxNotifications 1 The IP address is accessed from the MIB 2 IP address table Therefore the Notification will be associated with the object of the MIB 2 for IP address entry...

Page 543: ...vice name is associated to the notification objects so that the manager can get to know the device that sent the notification By default the notification contains the information on the MAC address of phone gateway span channel as it is the index of the respective table notifyPhoneStatusChangeNOTIFICATION TYPE OBJECTS phoneStatus phoneDeviceName STATUS current DESCRIPTION Notifies if the status of...

Page 544: ...s sent that notifySpanStatusChangeNOTIFICATION TYPE OBJECTS dlcSpanStatus dlcSpanName STATUS current DESCRIPTION Notifies if there is a change in the span status of the Digitl line card nbxNotifications 11 notifyChannelStatusChangeNOTIFICATION TYPE OBJECTS dlcChannelStatus dlcChannelName STATUS current DESCRIPTION Notifies if there is a change in the channel status of the digital line card nbxNoti...

Page 545: ...seName STATUS current DESCRIPTION Notifies if the threshold for the License is exceeded nbxNotifications 14 nbxLicenseAddDeleteNOTIFICATION TYPE OBJECTS entPhysicalName ncpLicenseName STATUS current DESCRIPTION Notifies if a new license is added or deleted nbxNotifications 15 END ...

Page 546: ...546 APPENDIX G NBX ENTERPRISE MIB ...

Page 547: ... with a client or account for tracking purposes ADSL Asymmetrical Digital Subscriber Line A telephone line that delivers high speed data services such as Internet access videoconferencing interactive TV and video on demand The line is split asymmetrically so that more bandwidth can be used from the telephone company to the customer downstream than from the customer to the telco upstream ATM Asynch...

Page 548: ...ials a busy number a fixed number of times before giving up autorelocation A feature that allows a telephone to keep its extension number and personal and systems settings when you connect it to a different Ethernet jack on the same LAN ACD Automatic Call Distribution A feature that distributes calls to agents and queues the calls that have not been answered before a pre determined time period exp...

Page 549: ...nit of 8 bits that forms a unit of data Usually each byte stores one character call coverage point The user specified destination for the call forward feature that is how the system is to manage incoming calls when the user is unable to answer the telephone C caller ID A telephone company service that displays the name and number associated with an incoming call Also called calling line ID or CLI ...

Page 550: ...etwork protection and diagnostic capabilities and regenerate the signal received from the network The CSU also controls pulse shape and amplitude for the transmission of the signal into the network client server computing The division of an application into two parts that are linked by a network A typical example is a database application in which the database and application software reside on a ...

Page 551: ...ollision detection Ethernet devices detect collisions instantly and attempt to resend This is the principle on which CSMA CD Carrier Sense Multiple Access with Collision Detection is based and the access control method for Ethernet concentrator A central chassis into which various modules such as bridging supervisory and 10BASE T cards are plugged congestion The result of increased network use on ...

Page 552: ... l00Mbit s over voice grade UTP cable DHCP Dynamic Host Configuration Protocol A method by which devices are assigned temporary renewable IP addresses by a server when the devices become active on the network DID DDI Direct Inward Dial Direct Dialing Inward A feature that allows outside calls to reach an internal extension without going to an operator or Automated Attendant direct mail transfer Tr...

Page 553: ...hnique to restore data integrity in received data that has been corrupted during transmission Error correction techniques involve sending extra data The correct form of the data can be reconstructed from the extra information error detection A set of techniques that can be used to detect errors in received data Parity checking techniques include the use of parity bits checksums or a Cyclic Redunda...

Page 554: ...om one topology protocol or architecture into a different topology protocol or architecture gigabit Ethernet An Ethernet technology that raises transmission speed to 1 Gbit s targeted primarily for use in backbones glare A condition in telephony where both ends of an available connection are seized at the same time group mailboxes Mailboxes that are not associated with a single telephone but allow...

Page 555: ...ss outside lines by dialing a pool access code See also key mode I IEEE Institute of Electrical and Electronic Engineers A U S publishing and standards organization responsible for many LAN standards such as the 802 series IEEE 802 2 The Data Link standard for use with IEEE 802 3 802 4 and 802 5 standards It specifies how a basic data connection must be set up over the cable IEEE 802 3 The Etherne...

Page 556: ...es a separate D channel or delta channel for control signals to the telephone company computer ITU International Telecommunication Union An international standards organization for telecommunications J jitter The variation in latency waiting time for different packets on the network For real time data such as voice transmission jitter must be kept to a minimum K key mode A telephone system operati...

Page 557: ...ns loop start The most common signaling method in the public telephone network typically used for residence and business CO lines M MAC Media Access Control A sub layer of the Data Link layer Layer 2 of the ISO OSI model responsible for media control Also known as the MAC layer MAC address A unique 48 bit number that is encoded in the circuitry of a device to identify it on a LAN Also known as a h...

Page 558: ...ve or cancel special indicators that i N NetBEUI NetBios Extended User Interface A network device driver or transport protocol that is the transport driver supplied with LAN Manager NetBios Network Basic Input Output System Software developed by IBM that provides the interface between the PC operating system the I O bus and the network Since its design NetBIOS has become a de facto standard NetWar...

Page 559: ... Manufacturer The maker of a product or component that is marketed by another vendor integrator VAR Value Added Reseller or reseller off hook The state of a telephone line that allows dialing and transmission but prohibits incoming calls from being answered The term stems from the days when a telephone handset was lifted off of a hook Contrast with on hook off site notification A feature that send...

Page 560: ...he transmission starts paging 1 A communications service that includes a one way beeper service one way text service and two way text and voice service 2 A public address announcement system Many PBX telephone systems can do paging through the speakers in the telephone sets PBX Private Branch eXchange An in house telephone switching system that interconnects telephone extensions to each other as w...

Page 561: ...check and activate the call PRI Primary Rate Interface An ISDN service for users with large bandwidth requirements such as large PBX systems or high performance video desktop conferencing systems the ISDN equivalent of a T1 circuit protocol A set of rules governing the information flow within a communications infrastructure A protocol typically specifies the structure of parameters like format tim...

Page 562: ...ed REN capacity of the telephone line repeater A device that extends the maximum length of cable that can be used in a single network RMON Remote Monitoring A facet of SNMP based network management the RMON MIB Management Information Base defines the standard network monitoring functions for communication between SNMP based management consoles and remote monitors A typical MIB captures information...

Page 563: ... two mail systems interact and the format of control messages they exchange to transfer mail SNA Systems Network Architecture IBM s layered communications protocol for sending data between IBM hardware and software STP Shielded Twisted Pair A twisted pair of wires surrounded by a shield that is typically made of braided wire or metal foil Supervisory Monitoring A facility that allows a supervisor ...

Page 564: ...endant toll free The U S term for free phone toll restrictions The U S term for call barring translation The process of interpreting or modifying dialed digits for incoming or outgoing calls and allows the call to progress through the network trunk A communications channel between two points It often refers to large bandwidth telephone channels between major switching centers capable of transmitti...

Page 565: ...s exchange messages across TCP IP based intranets and the Internet VTL Virtual Tie LIne Allows several domains to create tie lines on demand and to place calls over a WAN Uses peer to peer connections for the audio W WAN Wide Area Network A network that covers a larger geographical area than a LAN In a WAN telecommunications links are normally leased from the appropriate Public Telephone Operator ...

Page 566: ...566 GLOSSARY ...

Page 567: ...group defined 135 hardware limits 143 licenses 138 linear groups 136 most idle agent groups 137 overriding wrap up time 142 port contention 151 statistics 150 wrap up time 141 ACT E1 status light 172 adding Attendant Console 120 extension lists 292 mirror disk 89 telephones 93 to 95 address IP Call Processor 423 configuring DHCP server to provide Call Processor s IP address 457 gateway 423 viewing...

Page 568: ...s 495 importing prompts 206 importing system wide greetings 210 importing time dependent greetings 210 modifying 219 overview 206 recording prompts 206 restoring defaults 221 testing 222 timeout 207 voice application setup utility 221 Automated Attendant Setup Utility default password 222 automatic callback timeout 43 automatic reboot 86 B battery replacing on V5000 Call Processor 445 blue alarm T...

Page 569: ... restrictions with bridged extensions 108 timeout 43 Central Office CO code 134 digital line card status light 171 channel service unit 185 channels modifying 180 removing from a digital line card group 180 viewing status 181 Class of Service CoS and 911 133 and hunt groups 134 override 133 speed dial numbers 133 user settings 132 CLIR and VTL call pretranslators 297 CO Central Office code 134 dig...

Page 570: ...L password 346 VTLs and site unique extensions 334 VTLs with site codes 336 dial plan configuration file 4ESS protocol 300 accessing 274 commands 305 creating 274 DDI MSN services for BRI 164 translator entries for BRI 164 dial plan report creating 280 dial plan settings changing 286 dial plan tables incoming 268 internal 268 managing 258 dial prefix settings 282 dial tone 190 digital line card gr...

Page 571: ...7 managing 282 phantom mailbox 287 removing Call Park 53 extension ranges Automated Attendant 284 Call Park 285 changing 286 external extensions 285 hunt groups 285 telephones 284 extension settings dial plan 282 Extensions Start at 30 external extensions extension ranges 285 External Keyset Prefix dial plan 286 311 External Paging Delay 30 External Paging Volume 30 External Prefix 30 F fax machin...

Page 572: ... for BRI ST 164 H 323 495 pretranslator 271 incoming dial plan table 268 Index 567 informs explained 377 In Queue Digit Hot Key 140 internal dial plan table 268 international dial plan importing 276 international terminology 20 Internet Group Management Protocol IGMP 43 Internet Message Access Protocol IMAP 199 IP address viewing 423 bins changing 44 configuring DHCP server to pass address of NCP ...

Page 573: ... 24 Model Number board names for hex values 441 modifying Analog Terminal Adapter ATA 127 Attendant Console 120 Auto Attendant 219 BRI channels 180 BRI groups 177 178 bridged extensions 106 BRI ST Digital Line Card 173 BRI ST Digital Line Card IP settings 182 channels 180 dial plan 281 digital line card IP settings 182 extension lists 293 line card ports 160 system settings 43 administrator passwo...

Page 574: ...ator 81 voice mail 199 PBX connections 484 supplying dial tone 190 permissions 132 phantom mailbox and TAPI Route Points 352 creating 132 extensions 287 H 323 calls 497 overview 131 play record extension where to specify 209 Port Usage voice mail 205 POST E1 status light 171 powered Ethernet cable and LUI 414 pretranslators 270 assigning 296 dial plan 261 270 incoming calls 271 managing in dial pl...

Page 575: ...sion 41 477 system wide 37 single digit transfer button 218 SIP mode conferencing 249 enabling 31 Public conferences 249 Restricted conferences 249 sessions 237 SIP RFC support 231 SIP user extension default password 254 site codes pretranslator for caller ID 297 using for VPIM 302 using for VTLs 331 SMPT 230 SNMP agents 374 community strings 375 disabling 373 enabling 373 managers 374 security 37...

Page 576: ...TAPI Route Point 351 support for SIP 234 TAPI Telephony Application Programming Interface maximum clients 356 system settings for 356 TAPI Line Redirect Timeout 354 TAPI line redirect timeout 43 TAPI Route Point statistics 353 system capacities 353 telephone adding 93 to 95 analog 124 Auto Discovery 93 button mappings 112 connections 430 cordless 124 diagnostics 413 extension length 284 extension ...

Page 577: ...pace 198 transferring calls to 217 user usage 205 VPIM Voice Profile for Internet Mail advanced settings 227 configuring DNS server information 230 configuring the dial plan for 303 control parameters 224 operations management 224 overview 223 statistics 225 using unique extension ranges 302 VTL Virtual Tie Line 329 audio compression option 344 configuring 333 dial plan configuration 334 license i...

Page 578: ...578 INDEX ...

Page 579: ...asonable efforts to provide compatibility except where the non compatibility is caused by a bug or defect in the third party s product or from use of the software product not in accordance with 3Com s published specifications or user manual YEAR 2000 WARRANTY In addition to the Hardware Warranty and Software Warranty stated above 3Com warrants that each product sold or licensed to Customer on and ...

Page 580: ...AUSE BEYOND THE RANGE OF THE INTENDED USE OR BY ACCIDENT FIRE LIGHTNING OTHER HAZARDS OR ACTS OF GOD LIMITATION OF LIABILITY TO THE FULL EXTENT ALLOWED BY LAW 3COM ALSO EXCLUDES FOR ITSELF AND ITS SUPPLIERS ANY LIABILITY WHETHER BASED IN CONTRACT OR TORT INCLUDING NEGLIGENCE FOR INCIDENTAL CONSEQUENTIAL INDIRECT SPECIAL OR PUNITIVE DAMAGES OF ANY KIND OR FOR LOSS OF REVENUE OR PROFITS LOSS OF BUSI...

Page 581: ...h can be determined by turning the equipment off and on the user is encouraged to try to correct the interference by one or more of the following measures Reorient or relocate the receiving antenna Increase the separation between the equipment and receiver Connect the equipment into an outlet on a circuit different from the one which the receiver is connected to Consult the dealer or an experience...

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