CallPilot PBX Setup
Terms:
- CDN - A Control Directory Number (CDN) is a special PBX DN, with no agents. It provides call queuing and routing.
- ELAN - Embedded Local Area Network (ELAN) is the pipe going to the server; the interface to the application on the other end.
- ELNK - ELNK is the IP address of the Meridian 1 (CS1000) PBX.
- HOST - Host is a name unique to your network used in place of the IP Address. It references IP addressed by using a host table.
- SDN - Service Directory Number, associated with a specific service. DNs configured on the PBX are also entered in the server.
Call Routing Components:
- CDN - A Primary CDN for Voice Messaging and a secondary if Multimedia Messaging is on the PBX. A CDN queue is like an ACD queue, except that Call Pilot manages the calls in the CDN, while the PBX manages the calls in an ACD queue.
- PHANTOM DNs - Call Pilot can use Phantom DNs instead of dummy ACD DNs to route calls. First, create a Phantom Loop, define a TN within the LOOP and assign a DN. When DN is entered into the SDN page, it becomes the dialable number of a Call Pilot service. (Applications Builder dialables, Express Messaging and Prompt Maintenance)
- SDN - SDN designates a specific service and the number of channels allocated to the service. CDNs and Phantom DNs are recorded in the SDN Table and associated with a specific service. The SDN table is administered from the Call Pilot Manager Service Directory Number page. It affects the session behavior for services created with Application Builder. It determines the minimum number of channels guaranteed to a service for simultaneous use and the maximum channels that you can use at one time.
Configure ELAN for AML (LD 17):
➤ ELAN - Configure ELAN for the AML Link and associated VSID to provide Ethernet connection for AML messages between the PBX and Call Pilot server.
LD 17 REQ CHG TYPE ADAN ADAN NEW ELAN 16 or CHG ELAN 16 or OUT ELAN 16 CTYP ELAN DES ( ) LCTL ↵ <enter> N1 ↵ <enter>
The ELAN has now been defined.
You can add an additional ELAN and VAS to use in case of disabled ELAN or for troubleshooting.
To verify the ELAN, print it in LD 22:
LD 22 REQ PRT TYPE ADAN ELAN 16 CTYP ELAN DES ( )
➤ VSID - Voice Services Identification
LD 17 REQ CHG TYPE VAS VAS NEW VSID 16 ELAN 16 SECU ↵ <enter>, unless Symposium Voice Serices Support feature INTL ↵ <enter> MCNT ↵ <enter>
VSID must be between 16-31. It is preferable to have the VSID and the ELAN the same number.
Adjust System Parameters (LD 17):
Adjust the NCR (Number of call Registers), CSQI and CSQO.
- NCR should be the current value plus double the amount of DS0 (Digital Signal) channels, eg, 500+(24x2).
- CSQI and CSQO should be adjusted to double the amount of DS0 (Digital Signal) channels, eg 48 channels.
LD 17 REQ CHG TYPE PARM NCR 548 Add double DS0 Channel count to current value, eg, 500+(24x2) CSQI 48 Double the DS0 Channel count, eg, 24x2 CSQO 48 Double the DS0 Channel count, eg, 24x2
Provision the ELNK IP Address (LD 117):
Administration configuration for the IP network addresses, maintenance and diagnostics.
- Single CPU (OPT 11) there is only one Ethernet interface and one primary IP address
- Redundant (OPT 61C-81C) you MUST define a primary and secondary IP address
- If the PBX is also connected to a CLAN (remote access), a gateway IP address must be defined
- Courtesy stop and shut down the Call Pilot server
- Change the PBX IP address
- Restart the call Pilot server
- Re-run the Call Pilot Configuration Wizard to update the PBX IP address information.
Perform the following in LD 117: PRT HOST, STAT HOST, PRT MASK, PRT ELNK and record the output.
Change the PBX IP Address (LD 117):
ONLY IF NECESSARY!
A CS1000E system will already be configured with an IP address, so skip this step.
The PBX IP address is entered in the CallPilot Configuration Wizard: Meridian 1 CDN Information.
1. Create New Host:
NEW HOST ???? XXX.XXX.XXX.XXX NAME IS = ???? (IE NEW HOST PBX1)
2. Assign New Host to Primary IP Address:
CHG ELNK ACTIVE ???? NAME IS = ???? (from above)
3. Set the Subnet Mask:
CHG MASK XXX.XXX.XXX.XXX Eg, 255.255.255.0
The Subnet Mask for the Ethernet Link on the PBX must be the same as for the ELAN network interface card on the Call Pilot server.
4. Set the Gateway:
NEW ROUTE XXX.XXX.XXX.XXX YYY.YYY.YYY.YYY X=Network IP address and Y=Gateway IP address
Routing info is required if a Gateway or Router connect the PBX network to the CLAN
5. Update the Database:
UPDATE DBS
6. Dis/Enable the ELNK (LD 137), you must toggle the ELNK to enable any changes:
DIS ELNK ENL ELNKCheck the ELNK Status (LD 137)
STAT ELNK is up before continuing...
Verify the ELAN Status (LD 48):
Ping ELAN Connection to Call Pilot (LD 117) PING XXX.XXX.XXX.XXX If OK, go to LD 48 and enable the ELAN.
ELAN Status LD 48:STAT ELAN,ENL ELAN(it will need enabling)...
If CP Server fails to connect to the ELAN, Nortel recommends that you verify the IP address on the PBX, ping the IP address from the CP Server, restart the CP Server, and check the physical connection.
Define CallPilot in the Customer Data Block (LD 15):
- Enable Options: CPA (Call Park Allowed), and MCI (Message Center Included)
- Define a Call Forward DN in each user's phone data (TNB)
- All no answer and busy calls are routed to the flexible call forward DN. For this feature, ensure that all phones have CLS MWA enabled
- Normal operation: Non-DID calls are routed to Call Pilot when a no answer or busy condition is encountered. Route DIDs to user's Hunt DN
LD 15 REQ CHG TYPE FTR Customer Features and options CUST 0 OPT CPA MCI IDEF YES or NO Set to YES if Call Forward by Call Type is enabled
LD 15 REQ CHG TYPE ATT Attendant Consoles CUST 0 ATDN DID or PHANTOM number, Do not use 0 MATT NO AQTT ↵ <enter> AODN <CP_CDN> Attendant Overflow DN = Callpilot CDN
LD 15 REQ CHG TYPE RDR Call Redirection CUST 0 FNAD FDN Call Forward No Answer for DID calls FNAT FDN CFNA for external Trunk non-DID calls FNAL FDN CFNA for All other calls CFNA 4
LD 15 REQ CHG TYPE FTR Customer Features and options CUST 0 EEST YES End-to-End Signaling Tone DTMF YES DTMF feedback tone
LD 15 REQ CHG TYPE NET Networking CUST 0 ISDN NO YES, if NMS has been purchased; may already be YES
LD 16 is used to configure the Route Data Block for NMS
Configure the ACD Agent Queue (LD 23):
This queue contains the virtual agents that correspond to DS0 channels on the CP Server
- ACD DN is not normally used as Service DN, In applications where calls are to be overflowed into Call Pilot, you must define the ACD DN as Service DN.
- If you intend to enable the Symposium Voice Services Support feature on your Call Pilot system, two additional ACD agent queues are required. One queue is required for ACCESS ports, and another for IVR ports.
LD 23
REQ NEW
TYPE ACD
CUST 0
ACDN XXXX This is the Agent queue DN for CallPilot.
MWC NO
MAXP # MAXP = # CallPilot licensed voice channels
IVR YES * ← Interactive Voice Response queue
ALOG YES Enable automatic logon for ACD agents.
* the ACD agent queue MUST be defined as an IVR queue to let the CP Server route an incoming call to a specific port. The default is NO, enter YES for Call Pilot.
Configure Agents (LD 11):
Build a 2008 agent for each licensed port. Each agent requires a Position ID (key 0) and SCR (key 1), assign unique sequential numbers for these. The ACD queue is the Agent queue defined above. CallPilot uses the position ID to inform the CS1K to which agent an incoming call should be routed.
LD 11 REQ NEW TYPE 2008 TN l s c u TN of MGATE Card or 201i/202i: slot location and port CUST 0 CLS VCE WTA UNR MMA FOR UNITS 0-15 FLXA VCE WTA UNR MMA FOR UNITS 16-31 (prepend FLXA) KEY 0 ACD XXXX 0 YYYY X=Agent queue DN, Y=Pos ID KEY 1 SCN ZZZZ Z=Single Call Non ringing DN (used for outbound calls) KEY 2 MSB KEY 3 NRD KEY 4 TRN KEY 5 A03
201i/202i servers typically have 24 ports/agents. For tower and rack-mount servers, all 32 units on the Mgate card can be defined as agents; therefore, to support 96 channels, a minimum of 3 Mgate cards is required.
CallPilot Channel, TN, and KEY 0/KEY 1 assignment's must match in the CallPilot Configuration Wizard: Meridian 1 Switch Information...
Eg, if CallPilot (or MGate) is in slot 10, and the agent queue ACD is 5550:
- TN: 0 0 10 0:
KEY 0 5550 0 5500,KEY 1 scr 5600 - TN: 0 0 10 1:
KEY 0 5550 0 5501,KEY 1 scr 5601 - TN: 0 0 10 2:
KEY 0 5550 0 5502,KEY 1 scr 5602
etc...
Define Default ACD DN (LD 23):
You must define ACD DN in LD 23 before you configure the CDN queue because the default ACD DN is referenced in the CDN.
For back up, build a dummy ACD DN that is night call forwarded
LD 23 REQ NEW TYPE ACD ACDN XXXX DFDN in the CDN configuration MWC NO MAXP 1 NCFW 0 ← eg: night call-forward to the operator
Define CDN Queue(s) (LD 23):
- Configure a primary CDN for Voice Messaging. This becomes the main CDN queue.
- Optional: configure a secondary CDN for Multimedia Messaging, eg, for fax capability.
LD 23
REQ NEW
TYPE CDN
CUST 0
CDN XXXX The control DN for the queue, entered a SDN for messaging service
DFDN XXXX Calls to the CDN are sent to this ACD DN if CallPilot goes down.
VSID ↵ <enter> so that the ID is dynamically assigned to
the CDN when the ELAN subnet link is established.
Never set the DFDN (Default DN) to the server ACD DN. The DFDN is used to divert calls if the server is out of service or the AML link is down. Do not set a VSID. The VSID is dynamically assigned when the ELAN link is established and the server acquires the CDN.
The CDN must match in the CallPilot Configuration Wizard: Meridian 1 CDN Information, eg: 5555...
A CDN can operate in one of two modes:
- Control mode - call routing is controlled by CallPilot: calls are sent to the ACD Agent Queue
- Default mode - if CallPilot is offline, calls are sent to Default ACD DN associated with the CDN
Watch for CDN0002 and/or CDN0003 messages to see if the CDN was put to Control or Default mode.
Dummy ACD DNs (LD 23):
These are forwarded to one of the CDNs configured for Call Pilot (voice or multimedia).
Each application or service in the SDN table requires a Dummy DN, eg: Prompt Maintenance and Express Messaging
LD 23 REQ NEW TYPE ACD CUST 0 ACDN xxxx Here the Service DN, referenced in SDN table MWC YES MAXP 1 NCFW yyyy Voice Messaging CDN, or Multimedia Messaging CDN
Enable ELAN:
>ld 48 LNK000 .stat elan ← get ELAN status SERVER TASK: DISABLED ELAN #: 016 APPL_IP_ID: 0 .0 .0 .0 LYR7: DOWN DSBL .enl elan ← enable ELAN OK . ELAN020 ELAN Server enabled by LD 48 ELAN014 ELAN 16 host IP=10.10.10.10 is enabled ← Callpilot's IP address, enabled!
Save PBX Changes (LD 43):
To avoid the danger of losing your hard work, save these changes in Overlay 43.
Load Overlay 43, and at the "." prompt, enter EDD to save customer data to disk.
>LD 43 . EDD
Notes:
- SET SCSI TAPE DRIVE TO ID 6
- SCSI TERMINATOR ON TOP OF DRIVE
- 600r DONGLE IN USB 0 (Security device)
- LD 48 DACR ALL x (Manually de-acquire CDN's)