Table of Contents · - ii -
Table of Contents INTRODUCTION........................................................................................................ 1 Disclaimer ......................................................................................................................... 1 Trademarks......................................................................................................................................1 Copyright ...................................................................................
Table of Contents APPLICATIONS ...................................................................................................... 12 System Applications ........................................................................................................ 12 Applications Interfaces ..................................................................................................................12 Automatic Call Distribution (ACD) .......................................................................
Table of Contents SUPERSET 4015 ..........................................................................................................................34 SUPERSET 4025 ..........................................................................................................................35 SUPERSET 4125 ..........................................................................................................................36 SUPERSET 4150 ...............................................................
Table of Contents Multiple Site..................................................................................................................... 64 The Customer ................................................................................................................................64 The Problem ..................................................................................................................................64 The Solution..........................................................
General Information Guide - Release 3.1 Introduction Disclaimer The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel NetworksTM Corporation (MITEL®). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document.
General Information Guide - Release 3.1 Overview Product Overview The Mitel Networks™ 3300 Integrated Communications Platform (ICP) is a Voice over IP (VoIP) solution for medium to large enterprises and for corporate enterprises with branch offices. The Mitel Networks 3300 ICP provides a complete solution by delivering sophisticated call management, desktop peripherals, and applications. All of these components are easily managed by a web-based application.
General Information Guide - Release 3.1 System Architecture The 3300 ICP is built upon Mitel Networks Data Integrated Voice Applications™ architecture. This approach uses the IP network for connecting IP telephony devices and provides a supplementary TDM (Time Division Multiplexing) bus for switching calls between traditional telephone devices. Using this approach all traffic is switched optimally as traffic is connected in it's native format.
General Information Guide - Release 3.1 System Physical System Features The 3300 ICP components have the following common physical features: • External Casing - all of the components may be stacked or rack-mounted (in a 19-inch rack) • Power Supply - each unit has its own Standard Male IEC AC input connector for power • LEDs - all LEDs are located on the front of the units for visual indication of circuit status.
General Information Guide - Release 3.1 Network Services Units Network Services Units The Network Services Units (NSUs) provide connectivity to digital trunks for public or private networks. Protocol support includes DASS II, PRI, BRI, MSDN/DPNSS, R2, T1/ CAS, Q.Sig, and XNET. There are three variants of NSU: • Mitel Networks 3300 Universal Network Services Unit (NSU) • Mitel Networks 3300 R2 Network Services Unit (NSU) • Mitel Networks 3300 BRI Network Services Unit (NSU).
General Information Guide - Release 3.1 For detailed information on the hardware specifications, refer to the Hardware User Guide. Mitel Networks 3300 BRI Network Services Unit The Mitel Networks 3300 BRI NSU provides connectivity for Basic Rate ISDN (BRI) transport for both data and voice traffic. It is available in North American and European variants. The North American variant supports user-side interfaces. The European variant supports both network and user-side interfaces.
General Information Guide - Release 3.1 Mitel Networks 3300 Analog Services Unit The Mitel Networks 3300 ASU is the On-Premises Station (ONS) Line unit and supports up to 24 ONS CLASS ports. It connects to a 3300 Controller by using a Category 5 UTP cable that terminates on an 8-pin modular jack (RJ-45). For detailed information on the hardware specifications, refer to the Hardware User Guide.
General Information Guide - Release 3.1 Mitel Networks 3200 Integrated Communications Platform (ICP) The Mitel Networks 3200 ICP database is converted and restored to a 3300 ICP database, and any peripheral cabinets connected to the FIM ports on the 3300 Controller. In addition to the DNIC telephones supported by the peripheral cabinet, the 3300 ICP supports the following legacy single port IP telephones: • SUPERSET 4015IP • SUPERSET 4025IP.
General Information Guide - Release 3.1 Redundancy Support The 3300 ICP can auto fail over (route) around failed IP links if provisioned redundantly. Security Toll Control Any communications system that has a combination of Direct Inward System Access (DISA), integrated auto attendant, or RAD groups and peripheral interfaced auto attendant or voice mail can be susceptible to toll abuse. Therefore, it’s important to assign appropriate telephone privileges to users and devices.
General Information Guide - Release 3.1 Specifications Environment Storage Environment for 3300 ICP Components and Peripherals Condition Temperature Specification 3300 Controller: 32º to 104º F (0º to 40º C) All Other Components: 39º to 120ºF (4º to 49ºC) Humidity 15-95% Relative Humidity, non-condensing Vibration 0.5 g, 5 to 100 Hz, any orthogonal axis 1.5 g, 100 to 500 Hz, any orthogonal axis Mechanical Stress One 15.3 cm (6 in.
General Information Guide - Release 3.1 Dimensions and Weights Component 3300 Controller 3300 Universal NSU 3300 R2 NSU 3300 BRI NSU 3300 Universal ASU 3300 ASU Height Width Depth Weight 2.75 in. 19.0 in. 15.5 in. 16.19lbs (7 cm) (48.3 cm) (39.4 cm) (7.35kg) 1.75 in. 19 in. 15.5 in. 9.25lb (4.45 cm) (48.3 cm) (39.4 cm) (4.2kg) 1.75 in. 19 in. 15.5 in. 9.63lb (4.45 cm) (48.3 cm) (39.4 cm) (4.37kg) 1.75 in. 19 in. 15.5 in. 9.57lb (4.45 cm) (48.3 cm) (39.4 cm) (4.34kg) 1.
General Information Guide - Release 3.1 Applications System Applications Applications Interfaces The following application interfaces are supported on the 3300 ICP system: • TAPITM - Microsoft’s TAPI (Telephony Application Programming Interface) is supported for desktop applications or client/server applications.
General Information Guide - Release 3.1 Management Applications OPS Manager OPS Manager is a complete telecommunications management tool that enables customers to control the maintenance and operation of a network of Mitel Networks systems.
General Information Guide - Release 3.1 Mitel Networks 6300 Call Recording Solutions The Mitel Networks 6300 Call Recording Solutions provide contact centers with the tools they need to record calls for liability purposes and/or evaluate the quality of agents’ work, measure performance and improve the response of the agents.
General Information Guide - Release 3.1 • Registered users can program their own list of frequently called numbers and then place calls to those numbers by using speech. Mitel Networks 6500 Speech-Enabled Unified Messaging Mitel Networks 6500 Speech-Enabled Unified Messaging is fully integrated with Microsoft Outlook and the Mitel Networks 6500 Speech Enabled Attendant application. It provides access to all messages from a single Outlook Inbox that users can filter and navigate via speech recognition.
General Information Guide - Release 3.1 Mitel Networks 6100 Contact Center Solutions Mitel Networks 6100 Contact Center Solutions Mitel Networks 6100 Contact Center Solutions (CCS) is a suite of applications that enhances the integrated ACD functionality of the 3300 ICP. These applications enable customers to maximize the efficiency of their contact center.
General Information Guide - Release 3.1 Mitel Networks 6120 Contact Center Scheduling Mitel Networks 6120 Contact Center Scheduling works in conjunction with the Mitel Networks 6110 Contact Center Management application enabling the optimization of staffing levels to match business needs.
General Information Guide - Release 3.1 Mitel Networks 6170 Contact Center Quality Monitoring Mitel Networks 6170 Contact Center Quality Monitoring provides contact centers with the tools required to record calls for liability purposes and/or evaluate the quality of an agents work, measure performance and improve the response of the agents.
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General Information Guide - Release 3.1 Desktop Mitel Networks 5001 IP Phone The Mitel Networks 5001 IP Phone is a low-cost, entry-level IP telephone that connects to a 10/100BaseT Ethernet network. Features of the telephone include: • Three fixed-function keys • Handset and Ringer Control • Message Waiting Lamp • Wall-mountable.
General Information Guide - Release 3.1 Mitel Networks 5005 IP Phone The Mitel Networks 5005 IP Phone is a low-cost IP telephone that connects to a 10/100BaseT Ethernet network. Features of the telephone include: • Twenty-character alpha-numeric liquid crystal display (LCD) • Twenty feature keys (6 pre-assigned) • Two fixed-function keys • Handset and Ringer Control • Message Waiting Lamp • Wall-mountable.
General Information Guide - Release 3.1 Mitel Networks 5010 IP Phone The Mitel Networks 5010 IP Phone is a digital telephone that connects directly to a 10/100BaseT Ethernet network.
General Information Guide - Release 3.1 Mitel Networks 5020 IP Phone The Mitel Networks 5020 IP Phone is a digital telephone that connects to a 10/100BaseT Ethernet network.
General Information Guide - Release 3.1 Mitel Networks 5140 IP Appliance The Mitel Networks 5140 IP Appliance is an exciting new IP telephony offering. It combines proven, high-quality communications with superior features access for easy information retrieval. This device adds IP value to the desktop by offering improved integration with desktop devices and software server applications. It also provides portal access to the LAN network.
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General Information Guide - Release 3.1 Mitel Networks 5410 Programmable Key Module The Mitel Networks 5410 Programmable Key Module provides 12 additional personal keys for a 5020 IP Phone. They can be programmed as feature keys, speedcall keys, Direct Station Select keys, or as a line appearance key. Each key has a Line Status Indicator that works the same way as those on the associated telephone. The 5410 PKM unit connects to a 5020 IP Phone by using a Mitel Networks PKM Interface Module (IM).
General Information Guide - Release 3.1 Mitel Networks 5415 Programmable Key Module The Mitel Networks 5415 Programmable Key Module provides 48 additional feature keys for a 5020 IP Phone. They can be programmed as feature keys, speedcall keys, Direct Station Select keys, or as a line appearance key. Each key has a Line Status Indicator that works the same way as those on the associated telephone. The keys can be programmed through the telephone.
General Information Guide - Release 3.1 Mitel Networks 5423 IrDA Module The Mitel Networks 5423 IrDA (Infrared Display Adapter) Module is an optional module that attaches to a 5020 IP Phone. Software must also be installed on the Palm Personal Digital Assistant (PDA) operating system. A wireless connection between the telephone and the Palm PDA is established through the infrared ports. This optional module gives the user the ability to dial telephone numbers directly from the Palm PDA.
General Information Guide - Release 3.1 Mitel Networks 5303 Conference Phone The Mitel Networks 5303 Conference Phone uses Mitel Networks acoustic beam-forming technology to produce superior performance.
General Information Guide - Release 3.1 Mitel Networks 5305 IP Office Conference Unit The Mitel Networks 5305 IP Office Conference Unit is a high quality conference unit that uses acoustic beam forming technology to ensure superior performance. The unit is used in conjunction with the 5020 IP Phone and connects by using the telephone’s headset port. This unit is designed for a private office that measures 12 feet by 15 feet (3.6 meters by 4.5 meters).
General Information Guide - Release 3.1 Mitel Networks 5310 IP Board Room Conference Unit The Mitel Networks 5310 IP Board Room Conference Unit is a high quality conference unit that uses acoustic beam forming technology to ensure superior performance. The unit is used in conjunction with the 5020 IP Phone and connects by using the telephone’s headset port. This unit is designed for optimal performance in a room that measures 15 feet by 25 feet (4.5 meters by 7.6 meters).
General Information Guide - Release 3.1 SUPERSET 4001 The SUPERSET 4001 telephone connects to the DNI card in the peripheral cabinet. It is a single-line, digital telephone that gives users basic access to system functionality. The SUPERSET 4001 telephone has • Seven Speed Call keys • Four fixed-function keys: Program, Hold, Flash, and Message • Handset and ringer volume controls (Up Arrow and Down Arrow) • Ringer pitch control • Message waiting lamp.
General Information Guide - Release 3.1 SUPERSET 4015 The SUPERSET 4015 telephone connects to the DNI card in the peripheral cabinet.
General Information Guide - Release 3.1 SUPERSET 4025 The SUPERSET 4025 telephone connects to the DNI card in the peripheral cabinet.
General Information Guide - Release 3.1 SUPERSET 4125 The SUPERSET 4125 telephone connects to the DNI card in the peripheral cabinet.
General Information Guide - Release 3.1 SUPERSET 4150 The SUPERSET 4150 telephone connects to the DNI card in the peripheral cabinet.
General Information Guide - Release 3.1 Consoles SUPERCONSOLE 1000 The SUPERCONSOLE 1000 attendant console is used to perform call handling functions as well as some maintenance and administrative functions (such as moves and changes). The 4-line by 80character alphanumeric display shows source and destination information, time and date information, call waiting information, and station information (such as COS and COR values).
General Information Guide - Release 3.1 Mitel Networks 5550 IP Console The Mitel Networks 5550 IP Console is an advanced PC-based console and administration application. It has a highly intuitive Graphical User Interface (GUI) including screen based call status and call handling prompts. A telephony keypad and dual handset/headset jack provide fast, efficient attendant call handling on the Mitel Networks 3300 ICP.
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General Information Guide - Release 3.1 Accessories Mitel Networks 3300 In-Line Power Unit The Mitel Networks 3300 In-Line Power Unit provides power and data communication over an Ethernet network; it eliminates the need for AC outlets and AC adapters for IP telephones. Each unit can be used to provide remote power feeding for 24 IP telephones from a centralized universal 110/220V, 60/50Hz AC input. The 3300 In-Line Power Unit is connected in series to an Ethernet switch.
General Information Guide - Release 3.1 Mitel Networks 5485 IP Paging Unit The Mitel Networks 5485 IP Paging Unit is an optional module that provides paging functionality on the system. The 5485 IP Paging Unit can be a stand-alone or a wall-mounted unit. There are two LEDs that provide basic status information. The unit is powered by a 24 VDC power adapter which is supplied. Each IP Paging Unit supports one paging zone. For detailed information, refer to the Hardware User Guide.
General Information Guide - Release 3.1 Network Lines and Trunks Lines The system supports the following types of internal voice lines: • A 10/100BaseT Ethernet connection is required for Mitel Networks IP telephones to connect through an Ethernet LAN to a 3300 Controller. These lines are supported by the 3300 controller. • On-Premises (ONS) Lines (24V per port) are for industry-standard DTMF analog telephones.
General Information Guide - Release 3.1 • E&M trunks interface to the system using the E&M trunk card in the peripheral cabinet. The card can be configured for either 2-wire or 4-wire operation. Type 1 through Type V circuits are supported. • Direct Inward Dial and Tie trunks interface to the system through the DID/Loop Tie trunk card in the peripheral cabinet.
General Information Guide - Release 3.1 ISDN Primary Rate Interface ISDN Primary Rate Interface (PRI) has become the most cost-effective enterprise solution for IT managers responding to increased demands for remote LAN access, Internet and intranet access, off-site desktop and group video conferences, and a host of other inbound and outbound data applications.
General Information Guide - Release 3.1 Traffic and Performance Specifications Traffic and Performance Criteria Result Busy Hour Call Completions (BHCC)* 1.5197 per second 5471 per hour Response Time Specification Delay to Dial Tone 1 s Dial Tone Cut Off Delay 500 ms Post-Dialing Delay 1.5 s Connecting Delay 400 ms Data Blocking Possibilities Software <0.0001 Blocking Probability DTMF, Trunks Provisioning dependent Note: The BHCC will vary according to individual customer configuration and usage.
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General Information Guide - Release 3.1 LAN/WAN Network Configuration Network Guidelines To maintain optimum voice quality, voice and data traffic should be separated as much as possible.
General Information Guide - Release 3.1 Features Features of the 3300 ICP Feature Name: Description: Account Codes - Default Default Account Codes are entered automatically by the system each time a user dials an external number. They may be used to segregate groups in SMDR for billing. Account Codes - Verified and Non-Verified Verified Account Codes let you access features that are not normally available at a station. These Account Codes can be used at any station to change the COS and COR.
General Information Guide - Release 3.1 Feature Name: Description: Attendant Access See Attendant Directory Number. Attendant Alarm Indications See Attendant Console Status Display. Attendant Bulletin Board Bulletin Board is shared by all 5550 IP Consoles on the system that have a network connection. Use it to post information that you want other attendants to see and to store speed dial numbers that all attendants can access.
General Information Guide - Release 3.1 Feature Name: Description: Attendant Lockout Attendant Lockout prevents the attendant from re-entering a call once the attendant has released. Attendant Messaging Attendant Messaging lets you activate a message waiting condition on a station from the attendant console. The condition can be queried or canceled by the attendant or by a station user with the appropriate Class of Service.
General Information Guide - Release 3.1 Feature Name: Description: BRI (Basic Rate Interface) BRI is a basic ISDN service consisting of two 64Kbps channels and a single 16Kbps channel. This feature is supported on the 3300 ICP with the 3300 BRI Network Services Unit. Broadcast Groups See Groups - Key System and Multicall. Broker’s Call Broker’s Call lets you temporarily suspend a telephone call while you originate a new call.
General Information Guide - Release 3.1 Feature Name: Description: Call Release See Release. Call Rerouting Call Rerouting lets the system redirect calls to alternate answering points or devices under specified conditions. Call Rerouting may be used to redirect calls always (in Day, Night 1, and/or Night 2 mode) or under busy, no answer, or Do Not Disturb conditions. Call Split See Conference Split. Call Swap See Swap. Call Transfer See Transfer.
General Information Guide - Release 3.1 Feature Name: Description: Day/Night Service Control See Night Service. Dial Tone You will normally hear continuous dial tone when you lift the handset. You will hear discriminating dial tone (also called interrupted dial tone) or transfer dial tone under certain conditions. Dial Tone - Outgoing Calls The system can provide a pseudo-CO dial tone to prevent possible confusion to station users.
General Information Guide - Release 3.1 Feature Name: Description: Emergency Services Allows an Emergency Services number to be dialed, which sends a Customer Emergency Services ID (CESID) from the system to the Public Safety Answering Point (PSAP). The CESID is used as a key in the Automatic Location Information (ALI) database to retrieve a database record indicating the precise location of the caller. Feature Keys Feature Keys let you activate features without dialing feature access codes.
General Information Guide - Release 3.1 Feature Name: Description: Hotline Hotline limits your access to a designated answer point. The system automatically dials the answer point when you go off-hook. The designated answer point can be another station, an attendant, a trunk, or a hunt group. Hunt Groups Hunt Groups let you dial a pilot number and have the call completed to the first idle station in a group of stations.
General Information Guide - Release 3.1 Feature Name: Description: MSDN Release Link Trunk This feature allows the attendant to make a call by using the same incoming trunk. It helps to provide centralized attendant service by allowing the attendants on the attendant system to reroute calls without tying up additional trunk resources. Multicall Groups See Groups - Key System and Multicall. Multiple Consoles See Attendant Consoles (Multiple).
General Information Guide - Release 3.1 Feature Name: Off-Hook Voice Announce Description: Off-Hook Voice Announce lets you receive a Direct Page during a handset or headset call. See Direct Page. Overlap Outpulsing Overlap Outpulsing reduces post-dialing delay when trunk calls are originated. Once a route has been determined by ARS, a trunk is seized and dial pulses or tones are outpulsed to the CO.
General Information Guide - Release 3.1 Feature Name: Description: Redial - Saved Number Redial - Saved Number lets you save a number for future dialing. The number remains saved until a replacement number is saved. Release Release lets you forcibly release from an attempted connection to an external party without going on-hook. Release is useful when you encounter a busy or unavailable external party that you are attempting to add to a Conference.
General Information Guide - Release 3.1 Feature Name: Description: Suite Service Suite Service provides the ability to group a number of telephone lines through interconnected hotel/motel rooms, or suites, for the purposes of billing and shared telephone service. Swap Swap lets you temporarily suspend a telephone call while you originate a new call. Once the new call has been established, you can alternate between the two calls. Switchhook Flash See Flash - Switchhook.
General Information Guide - Release 3.1 Feature Name: Description: Trunk Answer From Any Station (TAFAS) Trunk Answer From Any Station (TAFAS) lets you answer any call that rings a night bell. Once you answer the call, you can use any of the features that are normally available at the station. Trunk Busy-out Trunk Busy-Out lets you busy-out a specific trunk. When you perform a Trunk Busy-Out, the trunk is busied out if it is idle; if the trunk is in use, it is busied out as soon as it becomes idle.
General Information Guide - Release 3.1 Solutions Solution Overview The purpose of this section is to provide examples of different customer requirements and a possible solution that could be provided by the 3300 ICP and Mitel Networks applications. • Standalone Site • Multiple System Site • Installed Base Standalone Site The Customer Really Good Autoparts (RGA) manufactures auto parts for a Big Three car manufacturer in Detroit.
General Information Guide - Release 3.1 Management teamed with a Mitel Networks VAR to evaluate and implement an integrated communications solution that would meet their needs today and into the future. The foundation of the solution was the Mitel Networks 3300 Integrated Communications Platform (ICP). The 3300 ICP provides voice communications equal or superior to today’s best PBXs all based on leading edge Voice-over-IP (VoIP) technology.
General Information Guide - Release 3.1 Multiple Site The Customer Excellent Advertising (EA) is a Park Avenue advertising firm with a reputation for putting together innovative, cutting edge advertising campaigns. In addition to its head office in New York, they have a large branch office in San Francisco that takes care of the West Coast practice. The nature of the advertising business requires that large files be transferred between the East West Coast offices all the time.
General Information Guide - Release 3.1 The Solution Central to the solution that EA’s communications service provider recommended was the Mitel Networks 3300 ICP. The 3300 ICP supports flexible networking as well as natural speech recognition technology, which deliver tangible business advantages. EA’s solution consists of two 3300 ICPs, one located in New York and one in San Francisco.
General Information Guide - Release 3.1 Installed Base Migration The Customer Really Good Real Estate (RGRE) is a Toronto based company that provides commercial real estate management and leasing. The business has seen steady growth in the past 5 years and now management has decided to expand to Europe. The Problem Initially RGRE will open an office in London. Management is concerned that they may have trouble managing the costs of their telecommunications infrastructure.
General Information Guide - Release 3.1 Central to RGRE’s solution is the Mitel Networks 3300 ICP. The new switch in London will be a 3300 ICP with integrated voice mail. This system will provide high quality voice communications and advanced, integrated applications that scale as needed. Since the 3300 ICP is a VoIP system, RGRE will save money wiring their new office in London since only one set of wiring needs to be installed for both the voice and data network.
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General Information Guide - Release 3.1 Index 3 3300 ICP Components and Peripherals ...............................................................................................10 3300 In-Line Power Unit .......................................................................................................................41 A ACD.......................................................................................................................................................49 Alarms .................
General Information Guide - Release 3.1 L LAN/WAN..............................................................................................................................................48 3300 ICP as a Backup WAN .............................................................................................................48 Network Guidelines ...........................................................................................................................48 Lines...............................
General Information Guide - Release 3.1 U User Guides ..........................................................................................................................................19 Guides ...............................................................................................................................................19 Tools....................................................................................................................................................
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