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Advanced Paging Productivity Pack Copyright © 2010 Avaya Inc. All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes.
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Advanced Paging Productivity Pack Table of Contents Advanced Paging Productivity Pack (APPP) .................. 6 Overview .......................................................................................... 6 Required Information ....................................................................... 7 Business Communications Manager Pre-Requisites ....................... 7 Flow Chart .......................................................................................
Advanced Paging Productivity Pack Avaya Documentation Links .......................................... 76 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack Advanced Paging Productivity Pack (APPP) Overview The Advanced Paging and Productivity Pack provides a number of features that can be utilised in a retail establishment. The features available are described below. One Button Page: This feature allows a user to press a feature key or a sequence of keys on the telephones number pad, to initiate a preprogrammed page.
Advanced Paging Productivity Pack Required Information To configure the features of the Advance Paging Productivity Pack you need to consider: One Button Transfer facility / Customer Assistance Page The number of Custom Call Routing (CCR) Trees to be programmed with Park and Page features. The feature codes to be used. This will be based on the number of CCR Trees to be utilized. For example 16 feature codes will require a minimum configuration of 2 CCR Trees with 8 nodes on each tree.
Advanced Paging Productivity Pack Flow Chart The following flowchart depicts the relevant procedure for APPP setup: BCM 5.0 only: Install the APPP software Update to enable Text Paging: Refer to the Installing the Smart Update File (BCM 5.0 Only) section of this guide. Ensure the BCM has the APPP keycode entitlement: In Element Manager, look in System, Keycodes. The Status for APP Pack should read Active.
Advanced Paging Productivity Pack Accessing Business Element Manager If Element Manager has not been installed please refer to the Installing the Element Manager Application section of the System Start Up Guide. 1. To access the Business Element Manager application from the Start Menu, navigate to Start, Programs, Avaya, Business Communications Manager, Business Element Manager. 2. Alternatively, double-click on the Business Element Manager desktop icon. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 3. You will be presented with the Element Manager interface. 4. Open the Network Elements folder and select the IP Address of the BCM. 5. Enter the User Name of the BCM in the User Name field, by default this is nnadmin. Then enter the Password in the Password field, by default the password is PlsChgMe!. Click the Connect button. 10 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 6. A warning screen will appear, read the warning and click OK. 7. You will be presented with the Element Manager interface. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack Installing the Smart Update File (BCM 5.0 Only) For BCM Release 5.0 systems, the Text Paging facility will be available once a Smart Update file has been applied to the BCM. To ascertain if the update file has been applied, navigate in the Configuration tab, to Applications, Advanced Paging Productivity, One Button Text.
Advanced Paging Productivity Pack 3. Click the Get New Updates button. 4. The Get New Updates box will appear. Click on the Retrieve From drop down box and select the location from which to obtain the update file. 5. Click the Browse button and browse to the folder containing the update files. Select the update file and click Apply. Note: That the Status of the files should be displayed as Available. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 6. The update will proceed and its progress displayed. 7. Once the update has completed it can be viewed by selecting the Software Update History link. 14 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack Assigning Extensions to Page Zones In order for Page Announcements to be played in the appropriate Page Zones / store department areas, the DN‟s (telephones) themselves need to assigned to the required Page Zones. This can be completed by using Element Manager. 1. Login to Element Manager and From the Configuration tab open the Telephony folder, followed by Sets, and select the Active Sets link. 2. Select the DN that you wish to assign to a Page Zone.
Advanced Paging Productivity Pack 3. Select the Capabilities and Preferences tab in the upper panel followed by the Capabilities tab in the lower panel. 4. In the Page Zone field enter the appropriate Page Zone number as required. A DN can belong to one of six page zones. 16 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 5. Repeat the process to assign all of the DN‟s that will receive page announcements to the appropriate page zones. Accessing CallPilot Manager via Element Manager CallPilot Manager is the interface from which Custom Call Routing Trees (and consequently Park and Page nodes required for One Button Page, and Customer Assistant Page) can be configured and Page Announcements recorded. 1.
Advanced Paging Productivity Pack 3. The Main Menu of CallPilot Manager will be launched. One Button Page The one button page feature allows a user to press a programmed feature button or enter a feature code that will initiate a defined page to a defined paging zone. The One Button Page facility is initially programmed via CallPilot Manager and utilises the one Button Park and Page feature that is available with the Custom Call Routing Trees.
Advanced Paging Productivity Pack 1. Login to CallPilot Manager. Select the Auto Attendant link from Call Pilot Managers Main Menu. 2. You will be presented with the Lines Administration screen. Select the General Properties link. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 3. The Auto Attendant Properties screen will be displayed. 4. In the Starting CCR Tree Feature Code field enter the first three digit Feature code that will be available to users of the One Button Page facility. This will be the starting point for all subsequent One Button Transfer Feature Codes. The three-digits of the feature code represent: The first digit of the Feature Code. The CCR tree number. And the node that will be selected within the tree.
Advanced Paging Productivity Pack 5. In the example below a starting Feature Code of 911 has been entered representing Feature 9, CCR Tree 1, Node 1. 6. The range of Features Codes to be made available to users needs to be entered. In the example below 16 has been entered in the Number of CCR Tree Feature Codes field. This would limit the number of fully configured CCR trees that could be accessed to 2 as there can be 8 nodes per CCR Tree. (i.e. 2 trees x 8 nodes per tree equals 16 nodes).
Advanced Paging Productivity Pack Note: If the starting feature code is 911, a maximum of 56 feature codes can be entered. If the starting feature code is higher than a value of 911, the available number of feature codes decreases. Any feature codes that precede the starting feature code will be unavailable for use. For example: By using a starting feature code of F941, you will only be able to allocate a maximum of 32 feature codes. i.e. 941 to 948, 951 to 958, 961 to 968 and 971 to 978.
Advanced Paging Productivity Pack 2. Click on the Create button for the tree that is to be configured. 3. Select the Home Menu Node radio button followed by the Submit button. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 4. You will be presented with the CCR Tree Properties screen. Click on the Park & Page link. 5. The Park & Page node will be displayed as node 1. Click on the Change link. 24 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 6. The CCR Park & Page Node Properties screen will be displayed. 7. In the Caption field, enter a caption that describes the function of this Park and Page node. The caption can be up to 30 characters in length. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 8. The Transfer DN and Transfer Before Page settings are not required for the One Button Page facility. 9. From the Page Type drop down box, select a page type that will be used. The options available are: internal zone, overhead paging or both. The default setting is to page an internal zone. 26 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack Note: Extensions (DN‟s) can be assigned to the appropriate page zone from the DN‟s Capabilities settings within Element Manager. This will allow different physical areas to be covered by telephones belonging to specific zones. Eg Sales extensions in zone 1, Parts extensions in zone 2. Please refer to the Assigning Extensions to Page Zones sections of this guide. 10.
Advanced Paging Productivity Pack 11. The number of times the system will attempt to page the paging zone can be defined from the Page Retries drop down box. The number of potential retries ranges from 0 to 5 with a default setting of 1 retry. 12. The number of seconds between paging retries can be defined from the Retry Interval drop down box. The interval can be defined within a range of 5 to 300 seconds with a default of 15 seconds. 28 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 13. Click the Submit button. The Park and Page Announcements should now be recorded. 14. Repeat this process until the required Park and Page nodes are configured. Recording the Park and Page Announcements The announcements within a page zone advertising the caller and its allotted park code needs recording in the Primary/Alternate Prompt buttons. These recordings will play to the extensions within a paging zone or overhead paging system.
Advanced Paging Productivity Pack 2. Click the Change link of the Park and Page node. 3. Click the Voice button of the Primary or Secondary Prompts. 30 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 4. From the Recording window enter the DN (extension number) for the telephone from which you wish to record the page announcement. Click the Dial button. The telephone rings. 5. Pick up the handset. Do not use Handsfree. 6. Click the Record button and after the tone, record your Page prompt. 7. After you finish recording your prompt, click the Stop button. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 8. To listen to the prompt, click the Play button or to save the recording, click the Save button. Do not replace the handset before clicking the Save button if you wish to keep the recording. 9. Click the Close button and replace your telephone handset. 32 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 10. Click the Refresh icon in your browser (or press the F5 key) and the prompt should display as Recorded. Then click the Submit button. 11. The CCR Tree Properties screen appears. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 12. Click on the Change link adjacent to the Menu of the CCR Tree. 13. Enter a descriptive caption and click the Submit button. 14. Click the Close button or if further Park & Page nodes are to be added to the CCR Tree click the Park & Page link and follow steps 4 to 14 of the Configuring the CCR Tree Park and Page Nodes section of this guide. 34 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack This is an example of a completed CCR tree with the maximum eight Park & Page nodes configured for the tree. Programming a Button to Access the Park and Page Node To facilitate the use of the One Button Page feature from the required telephones, the telephones buttons will need programming with feature codes that provide access to the Page announcements in the various zones.
Advanced Paging Productivity Pack 1. On the telephone to be programmed, press the Feature key then the star key and 3 key. 2. Program Features will show on the telephones display. 36 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 3. You will then be prompted to Press a key i.e. the key that will be programmed with the feature code. Note: Memory buttons are buttons not assigned as line, intercom or handsfree buttons. Memory buttons store internal and external numbers or provide access to features. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 4. Press the key to be programmed and the display will show Feature Code. 5. Press the Feature key then enter the feature code that corresponds to the Park & Page Node on the CCR tree to be utilised. In this example CCR Tree 6 and Node 1 has been referenced with a feature code of F961. 38 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 6. The display will show Programmed as confirmation that the button has been configured to use the required page feature code. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack One Button Text The One Button Text feature provides the user with the facility to send a pre programmed text message to a specific telephone DN (Directory Number). Feature codes are configured each of which has a direct association with a specific text message. The features that relate to the text message can then be accessed by pressing a programmed memory key or by entering a feature code directly on a handset from which the text message will be sent.
Advanced Paging Productivity Pack 2. You can now determine whether an alert tone will be played on a recipient‟s telephone whenever a text message is received. Select or clear the Alert Tone check box as required. 3. The amount of time to wait for a recipient to respond to a message can also be specified. When the time expires a no response message will be returned to the sender. 4.
Advanced Paging Productivity Pack Associating Text Messages to Feature Codes Once the Global Settings have been configured the text messages can be associated with the appropriate feature code. Up to 50 features codes can be configured associated with text messages. 1. From the Configuration tab open the Applications folder followed by the Advanced Paging Productivity folder and select the One Button Text link. From the right side of the displayed window select the Feature Configuration tab. 2.
Advanced Paging Productivity Pack Note: That the format for valid feature codes is F9XY where X should be greater than 0 and less than 8. Y should be greater than 0 and less than 9. It should also be noted that these featured codes can not conflict with any existing feature codes already in use on the BCM. For example if you are using the one button page feature with 16 features relating to CCR Trees 1 and 2.
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Advanced Paging Productivity Pack 5. In the Destination DN field, enter the DN (extension) number for the telephone that will receive and display the text message. Note: The DN cannot be an analogue telephone or a telephone that does not have an LCD display. Note: Telephones that require access to these features can have buttons programmed that initiate the text messaging service. Please refer to the Programming a Button to Access the Park and Page Node section of this guide.
Advanced Paging Productivity Pack Text Messages – Understanding the Telephone Display. When a telephone receives a message the recipient can respond in a number of ways. The illustrations below show how a message can be displayed from the senders (DN 222) and the recipient‟s (DN 221) objective. In this example a message „Supervisor req Grd Floor’ has been created to send a text message to DN 221. When extension 221 receives the message it will be displayed as illustrated below.
Advanced Paging Productivity Pack If the recipient selects CANCEL (or presses 2). The telephone that sent the message will receive confirmation that the recipient viewed the message but is not taking the required action. If the recipient does not view the message within the defined timeout period, the telephone that sent the message will receive confirmation that the message has not been acknowledged. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack Text Paging The Text Paging facility enables configured text messages to be broadcast from a Customer Assistance Box (CAB) or configured DN to a number of defined extensions. The feature is invoked from the CAB itself or from a configured phone using Feature 970. The number of DNs that can support F970 is limited based on the model of BCM. A BCM50 can support 50 DNs and a BCM450 can support 300 DNs with F970.
Advanced Paging Productivity Pack 2. Click the Text Paging tab. 3. From the Configured DNs panel, click the Add button. Enter a DN in the DN field. This will be the DN from which F970 can be invoked or the DN assigned to the CAB. Note: For configuration details relating to Customer Assistance Boxes, please refer to the “Configuring a Customer Assistance Box “ section of this guide NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 4. The configured DN will be displayed. Ensure that the DN is enabled. 5. The text message that will be sent to the destination DNs can now be defined. Double click the Text Message field and enter the required message. 50 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 6. The DNs that will receive the text message can now be defined. Select the CAB / DN from the Configured DNs panel. 7. Click the Add button in the lower panel. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 8. Enter the destination DN in the Destination DN field, and then click the OK button. Repeat the process for the other DNs that will receive the text message from the configured extension. 9. The destination DNs will be displayed. 52 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 10. The number of retries and retry intervals for sending text messages can be defined. The number of retries range from 0 to 5 (1 by default) and the retry interval is defined in seconds (30 seconds by default). 11. To change the number of retries, double click in the Retries field and select the required value from the drop down list. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 12. To change the retry interval, double click in the Retry Interval field and enter a value in seconds. (Maximum 300 seconds). 13. If the Wake Up option is selected, the destination DN will be called (alerted) before the text message is sent. When the DN is called its associated phone will ring for two seconds, the call will then be released and the text message sent.
Advanced Paging Productivity Pack 14. If the Acknowledgment option is selected, the phone receiving the text message can acknowledge the receipt of the message and consequently be removed from the paging sequence. A message can be acknowledged by selecting a soft key labelled “ACK” or by pressing key “5” on the phone. Schedule Page The BCM has the capability of playing pre recorded page announcements automatically to defined page zones, at pre defined times.
Advanced Paging Productivity Pack Creating a Schedule Plan 1. Login to Element Manager and from the Configuration tab open the Applications folder followed by the Advanced Paging Productivity Pack folder followed by the Schedule Page link. 2. Click on the Schedule Plan tab and click the Add button. 56 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 3. Enter a descriptive name to identify the Schedule Plan then click the OK button. 4. Select the schedule you have just created and the details for that schedule will appear in the bottom panel of the screen. 5. The time that the schedule will be activated can now be defined. There are four options available: i. ii. iii. iv. Fixed Time. Periodic. After Opening Time. Before Closing Time. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 58 Fixed Time: The page announcement will occur at the same specified time each day. The time is specified in the Time of Day field. In this example a fixed time of 2pm has been configured. Periodic: The page announcement will be played in a repeated fashion depending on the value entered in the Repeat (Mins) field. If you enter a 0 in this field the announcement will play once only at the start of the business hours. The time period available is 0 – 360 minutes.
Advanced Paging Productivity Pack After Opening Time: The page announcement will be played after a defined number of minutes after opening time. The defined minutes can range from 0 – 360 minutes. Before Closing Time: The page announcement will be played after a defined number of minutes before closing time. The defined minutes can range from 0 – 360 minutes. Note: The Opening Times and Closing Times are defined in the CallPilot Manager, Auto-Attendant Greeting Table 1. NN40011-034 Issue 1.
Advanced Paging Productivity Pack 6. The time of day that the page announcement will be played needs to be defined. There are three options available: v. Everyday. vi. Specific Day. vii. Specific Date. 60 Everyday: The page announcement will be played each day. Specific Day: The page announcement will only be played on the day specified in the Day field. This will take precedence over plans set to Everyday. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack Specific Date: The page announcement will be played each year on the date specified in the Date & Month fields. This will take precedence over plans set to either Everyday or Specific Day. Assigning a Greeting to a Schedule Plan 1. Login to Element Manager and from the Configuration tab open the Applications folder followed by the Advanced Paging Productivity Pack folder followed by the Schedule Page link. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 2. Any Schedule Plans that you have created will be displayed. 3. Double click on the Greeting ID field for the required scheduled plan and select the greeting that will be announced as part of this schedule. 4. From the Page Type drop down box select a page type that will be used. The options available are: internal zone, overhead paging or both. The default setting is Overhead Paging. 62 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack 5. The Page Zone drop down box allows you to select a page zone to which the page announcement will be played. The zones available are zones 1 to 6, or All zones. The default is zone 1. If overhead paging is utilised this setting is ignored. Note: That extensions (DN‟s) can be assigned to the appropriate page zone from the DN‟s Capabilities settings within Element Manager. This will allow different physical areas to be covered by telephones belonging to specific zones.
Advanced Paging Productivity Pack 2. Select the Change link for Greeting Table 1. 3. The Greeting table will be displayed. In order for announcements to be played in relation to the stores Opening and Closing Times enter the stores business hours for each day of the week in a 12 hour clock format. 4. In the example below the store is open from 8:30am until it closes at 5:30pm from Monday to Saturday. On Sunday the store opens at 9:00am and closes at 4:00pm.
Advanced Paging Productivity Pack Recording Schedule (Company Greetings) Page Announcement Greetings You will need to define the greetings that will be played as the page announcements. These are Company Greetings that are recorded from the Auto Attendant section of CallPilot Manager. Recording a Company Greeting 1. Login to Call Pilot Manager and click the Auto-Attendant heading. 2. Click the Company Greetings link. The Company Greetings screen appears. 3.
Advanced Paging Productivity Pack 4. The Company Greeting recording screen appears as below. 5. In the Connect to box, type the extension number or telephone number you are using to record the greeting. For a local extension, just type the extension number. For a telephone number that is not a local extension, type the sequence of digits that dial the telephone number from the voicemail system. For example, you might need to dial 9, the area code, and then the telephone number. a. Click the Dial button.
Advanced Paging Productivity Pack Customer Assistance Page The customer assistance page facility can be used by a customer to alert store personnel that they require assistance. When the customer requires assistance they press a button on a customer assistance box (CAB). Once the button has been pressed a pre-programmed page announcement is played to the configured page zone. For example “customer assistance required in the footwear department”.
Advanced Paging Productivity Pack Creating a CCR Tree with Park & Page Nodes. To create a CCR Tree that includes the required Park & Page nodes please refer to the Configuring the CCR Tree Park & Page Nodes section of this guide. Configuring the Customer Assistance Box The CAB itself we need to be connected to the BCM as an available TDM port. When this process has been completed the CAB will automatically be assigned a Directory Number (DN). The CAB now needs to be named within Element Manager: 1.
Advanced Paging Productivity Pack 3. In the example below DN 412 has been assigned as a CAB DN and has been named to identify its location in the store. For example it is located on Floor 1 Sales Area A (Flr1A) and will access CCR Tree 6 and Node 1 of that tree (61). So to reflect this the CAB name in this example is Flr1A61. 4. Press the Tab key on the keyboard to confirm the changes you have made. NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack Reporting Call Pilot Manager can be used to produce reports that contain information regarding the use of the Customer Assistance Page, One Button Page and One Button Text features. 1. To access the reports, login into CallPilot Manager and select the Reports link, followed by the Advanced Paging Productivity Pack link. 2. The report will be generated. 70 NN40011-034 Issue 1.2 BCM Rls 6.
Advanced Paging Productivity Pack Reporting for Customer Assistance Page This section of the report contains details relating to each help request. The information produced includes: DN: DN configured for use as a CAB. Start time: The time of day when a customer pressed the Help button. End time: The time of day when a salesperson pressed the Cancel button, or the time of the system timed out if no salesperson pressed the Cancel button. Feature (F9xy): Where x and y are the last two digits of the CAB name.
Advanced Paging Productivity Pack Reporting for One Button Page This section of the report contains a record for each time the One Button Page feature was utilised. The information produced includes: DN: DN of the telephone where the One Button Page feature was initiated. Feature (F9xy): Where x is the number of the CCR tree that contains the desired Park and Page node, and y is the number of the Park and Page node within the CCR tree. Start Time: The time of day when One Button Page was initiated.
Advanced Paging Productivity Pack Reporting for One Button Text This section of the report contains a record for each time the One Button Text feature was utilised. The information produced includes: DN – DN of the telephone where the One Button Text feature was initiated. Feature Code – feature code of the One Button Text feature. Time – the time of day when the One Button Text feature was initiated.
Advanced Paging Productivity Pack Reporting for Text Paging This section of the report contains a record for each time the Text Paging feature was utilised. The information produced includes: DN – DN of the telephone where the Text Paging feature was initiated. Start Time – The time of day when the Text Paging feature was started. Stop Time - The time of day when the Text Paging feature was stopped.
Advanced Paging Productivity Pack Troubleshooting If you find that the Advanced Paging features are not functioning you should ensure that the Advanced Paging Productivity Pack keycode is applied. If the one button page feature is not working then ensure that the target CCR tree and target node is referenced correctly by the feature button programmed on the sets. For example if CCR Tree 3, Park and Page Node 1 has been configured then the corresponding feature code required would be Feature 931.
Advanced Paging Productivity Pack Avaya Documentation Links 76 Advanced Paging Productivity Pack Configuration Guide Advanced Paging Productivity Pack Quick Reference Guide NN40011-034 Issue 1.2 BCM Rls 6.
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