Advanced Paging Productivity Pack Configuration BCM Business Communications Manager Document Status: Standard Document Version: 02.
Copyright © Nortel Networks 2007–2008, All rights reserved. The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks.
Contents 3 Contents How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Chapter 1: New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 One Button Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents Programming the symbol kiosk (or Web device) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Configuring the symbol kiosk (or Web device) in Element Manager . . . . . . . . . . . . . . . . 26 Chapter 6: Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Troubleshooting procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Navigation . . . . . . . . . . . . . . . . . . .
How to get help This section explains how to get help for Nortel products and services. Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products.
How to get help NN40010-503
Chapter 1 New in this release The following sections detail what’s new in Advanced Paging Productivity Pack Configuration (NN40020-200).
Chapter 1 New in this release Schedule Page Configure previously programmed announcements to play automatically in the designated paging zones according to a defined schedule. For more information about the Schedule Page feature, see the following sections: • • Schedule Page (page 13) Configuring the Schedule Page feature (page 20) Reporting Perform administration for the APPP features through Business Element Manager (Element Manager) or Network Configuration Manager (NCM).
Chapter 2 Introduction This document provides information about installing and configuring the Advanced Paging Productivity Pack (APPP). Installation and configuration of APPP is supported through Business Element Manager (Element Manager) and Network Configuration Manager (NCM). Unless otherwise indicated, this information applies to: • • • BCM 4.0 and later software BCM50 2.0 and later software BCM450 1.0 and later software Prerequisites • • • • • • • You have experience with BCM systems.
Chapter 2 Introduction NN40010-503
Chapter 3 Features description The Advanced Paging Productivity Pack (APPP) includes the following features: • • • • • One Button Page (page 11) One Button Text (page 11) Customer Assistance Page (page 12) Schedule Page (page 13) Reporting (page 13) Enable the APPP features through a single keycode that you apply to the BCM system. If you require the APPP on multiple BCM systems, apply a unique keycode file to each BCM system.
Chapter 3 Features description The alert tone is always enabled on the following IP Phones (changing the value in Element Manager has no effect): IP Phone 2004 (phase 1 and phase 2), IP Phone 2006, IP Phone 2007, IP Phone 1140E, IP Phone 2050, and WLAN Handsets 2210/2211/2212. The sent message is pre-pended with the originating telephone DN followed by a colon. When the message arrives, the destination telephone sounds an audible tone (if enabled). Then, the recipient selects an appropriate response.
Features description Chapter 3 13 Schedule Page Configure pre-programmed announcements to play automatically in the designated page zones according to a pre-determined schedule. If the page zone or overhead page system is in use at the time of the page, the BCM system queues the page and plays it when the resource becomes available. Reporting The supported CallPilot Manager reports are extended to the APPP features such that the BCM system tracks and generates reports for the APPP activities.
Chapter 3 Features description Reporting for One Button Page For the One Button Page feature, the reporting feature generates a CSV file located in the CDR Push/Pull directory. The CSV file is generated: • • • When the One Button Page service initiates Daily at midnight Whenever the current CSV file is pulled/pushed by a CDR client The CSV file is named Record.obp., where yyyy is the year, mm is the month, dd is the day, HH is the hour, MM are the minutes, and SS are the seconds.
Chapter 4 Installing software and applying the keycode Download and install the Advanced Paging Productivity Pack (APPP) software, and then apply the APPP keycode file to enable the APPP features. If required, you can uninstall the APPP using Business Element Manager (Element Manager) or Network Configuration Manager (NCM).
Chapter 4 Installing software and applying the keycode Applying the APPP keycode Enable the APPP by applying a valid keycode file to your BCM systems. Prerequisites • • Ensure you have installed the APPP software. For more information, see Installing the APPP software update (page 15). Ensure you have the APPP authorization code. You need this code to generate a keycode file for your BCM systems.
Chapter 5 Configuring the APPP features Configure the features in the Advanced Paging Productivity Pack (APPP). Prerequisites • Ensure the APPP software is installed and the APPP keycode file is applied to the BCM systems. For more information, see Installing software and applying the keycode (page 15).
Chapter 5 Configuring the APPP features 6 Create your custom call routing (CCR) tree with the required Park and Page nodes. For more information about CCR trees and Park and Page nodes, see the CallPilot Manager Set Up and Operation Guide (NN40090-300). 7 Program one-button access to the required Park and Page nodes. Use F*3 to program memory buttons on the telephone that correspond to the feature codes assigned in the Auto Attendant properties page.
Configuring the APPP features Chapter 5 19 Variable definitions Table 1 One Button Text panel—Global Settings tab Variable Value Description Alert Tone Enable or Disable A toggle to enable or disable an alert tone that signals to the user that a message is received. The alert tone is always enabled on the following IP Phones (you cannot disable this variable): IP Phone 2004 (phase 1 and phase 2), IP Phone 2006, IP Phone 2007, IP Phone 1140E, IP Phone 2050, and WLAN Handsets 2210/2211/2212.
Chapter 5 Configuring the APPP features 9 To add more feature codes and associated text messages, repeat steps 3 to 8. End Variable definitions Table 2 One Button Text panel—Feature Configuration tab Variable Value Description Feature Code F9xy An available feature code must begin with a 9 (for example, F9xy). Text Message 1–24 characters The message to send to the destination DN when the feature key is pressed.
Configuring the APPP features Chapter 5 21 10 From the Page Type list, select the type of page. 11 In the Schedule Plan table, double-click the Page Zone field for the schedule plan to modify. 12 From the Page Zone list, select the number of the page zone. 13 From the Details for Scheduling Plan panel, configure any remaining variables. For information about the variables, see the table Schedule Page panel—Schedule Plan tab (page 21). 14 To add more schedule plans, repeat steps 3 to 13.
Chapter 5 Configuring the APPP features Table 3 Schedule Page panel—Schedule Plan tab (Sheet 2 of 2) Variable Value Description Day Everyday, Specific Day, Specific Date The type of day value for the schedule plan. Everyday—the page occurs every day. Specific Day—the page occurs only on the selected day as entered in the Day field. A plan with this value takes precedence over plans that are set to Everyday.
Configuring the APPP features Chapter 5 • 23 When a user presses the call button on the CAB, feature F970 is initiated, and when a user presses the Cancel button, feature F970 is released. Procedure steps Step Action 1 From the Element Manager navigation panel, select Configuration > Applications > Voice Messaging/Contact Center. 2 Click Launch CallPilot Manager. 3 From CallPilot Manager, configure the required Park and Page nodes in a custom call routing (CCR) tree.
Chapter 5 Configuring the APPP features Table 4 CAB name format Variable Value Description X 1–9 The number of the CCR tree that contains the desired Park and Page node. Y 1–8 The number of the Park and Page node within the CCR tree. Programming the symbol kiosk (or Web device) Program the symbol kiosk (or Web device) to send the correct URL to the BCM system to initiate or cancel a customer assistance page. The URL must have one of the specific formats described in the following procedure.
Configuring the APPP features Chapter 5 25 Variable definitions Table 5 Symbol kiosk (or Web device) URL format Variable Value Description nnpage as defined in Element Manager An account created in Element Manager to have the same privileges as the nnguest account. nnpagePassword as defined in Element Manager The nnpage account password. BCMIPAddress as defined in Element Manager The IP address of your BCM system.
Chapter 5 Configuring the APPP features Configuring the symbol kiosk (or Web device) in Element Manager Configure the symbol kiosk (or Web device) to use the Park and Page nodes in a custom call routing (CCR) tree to send a customer assistance page to the BCM system through a URL. Prerequisites • The client’s technical support personnel must program the symbol kiosk (or Web device). For more information, see Programming the symbol kiosk (or Web device) (page 24).
Chapter 6 Troubleshooting Use the procedures in this section to troubleshoot the Advanced Paging Productivity Pack (APPP).
Chapter 6 Troubleshooting Troubleshooting procedures This task flow shows you the sequence of procedures you perform to troubleshoot the APPP features. To link to any procedure, click on the procedure title in the flow chart.
Troubleshooting Chapter 6 29 Navigation • • • • • • • • Verifying that the APPP software update is installed (page 29) Verifying that the APPP keycode is applied (page 29) Verifying the name of the customer assistance box (page 30) Verifying the target node (page 30) Accessing the target node (page 31) Checking the CallPilot Manager event report (page 31) Verifying the One Button Text settings (page 32) Verifying the Schedule Page settings (page 32) Verifying that the APPP software update is installed I
Chapter 6 Troubleshooting Verifying the name of the customer assistance box If Customer Assistance Page (CAB) is not functioning correctly, verify that the name of the CAB has the correct format. Procedure steps Step Action 1 From the Element Manager navigation panel, select Configuration > Telephony > Sets > All DNs > Capabilities and Preferences tab. 2 Verify that the name has the correct format as described in Configuring the Customer Assistance Page feature (page 22).
Troubleshooting Chapter 6 31 Accessing the target node If One Button Page is not functioning correctly, access the node with a regular call. Procedure steps Step Action 1 Initiate an external call into your CallPilot system. 2 Answer the call at a telephone that is configured for one-button access to the Park and Page node in question. 3 Use F986 to access the Park and Page node. 4 If you cannot access the target node, verify that the one-button access to this node is correctly configured.
Chapter 6 Troubleshooting Verifying the One Button Text settings If One Button Text is not functioning correctly, use Element Manager to verify that the settings are correct. Procedure steps Step Action 1 From the Element Manager navigation panel, select Configuration > Applications > Advanced Paging Productivity Pack > One Button Text. 2 From the One Button Text panel, select the Global Settings tab. 3 Verify that the settings are correct.
