CallPilot 600r Installation Notes

Identify the hardware!

You'll need:

600r 1U rack mount server, and software Security button/dongle in a blue USB stick MGATE card (NTRB18DA) for the C1000 Server ELAN and DS30 (MGATE) hookups

Hooking up

Label Description A B C D E F Secuity device in USB port 0 PS/2 Mouse SCSI tape drive chain DS30 to MGate (RJ-45) PSU AC power input

Label Description G H I J K L Ground studs (not used) ELAN (labelled 2) CLAN (labelled 1) (not used) Monitor COM1 serial PS/2 keyboard

Insert the security device with data contact down

The dongle must be installed in USB port 0 (bottom)

CS1000 MGate card

Install the MGate card in the Media Gateway or Media Gateway Expansion. Consider how many DSP's the shelf has (on the MGC, Media Gateway Controller) to minimise network blocking, add more if necessary. You can install MGate cards in any IPE slot. Connect the DS30X RJ-45 cable between the MGate and the MPB96 board in the server. One MGate/DS30X supports upto 32 channels, 96 channels requires 3 MGate cards. Your keycode will tell you how many channels you require.

NTRB18DA MGate Link LED indications

Green LED Yellow LED ON = Good DS30 signal ON (blink) = Frame slip OFF = Bad DS30 signal ON (steady) = No DS30 signal OFF = Normal

CS1000 programming
ACD programming
Set up an ACD agent queue for CallPilot. This queue holds all the agents that correspond to DS0 channels on the CallPilot server. LD 23

Prompt Response REQ TYPE CUST ACDN MWC MAXP IVR NEW ACD xx yyyy NO zzzz YES

Description Add new data Indicates this is an ACD queue. Customer number (0-99) This is the ACD DN for CallPilot. Message Waiting Center Maximum number of agents. MAXP must be equal to or greater than the total number of multimedia channels installed on your system. Interactive Voice Response queue

CALP

Called Party DN POS - Sends the POSID+DNIS in the called Party DN field in the PCI POS or TER message TER - Sends the terminating DN in the called Party DN field in the PCI message YES **** Provide automatic logon for ACD agents. Exits the overlay. <enter></en Press Enter until you reach the REQ prompt.

ALOG REQ

Configuring ACD agents

Define channels as ACD agents on M2008 digital sets. All agents are added to the ACD queue you just configured. Each agent must have the VCE and MMA class of service. To get the VCE class of service on the upper 16 units (15 to 31), you must first specify the FLXA class of service. Each agent must be provisioned with the following feature keys: ACD, SCN, NRD, MSB, TRN, and AO3. Terminal numbers Integrated server (201i or 202i server) For the 201i or 202i server, ACD agents use TNs associated with the slot location of the 201i or 202i server. Tower or rackmount servers For the tower and rack versions of the CallPilot server, ACD agents use TNs associated with the slot location of the MGate card (NTRB18CA or NTRB18DA). Position IDs You also need a Position ID for each agent. The server uses the position ID to inform the CS 1000 system to which agent an incoming call should be routed. Use sequential numbers to avoid confusion! To configure agents:

LD 11 Prompt REQ TYPE TN CUST CLS Response NEW 2008 cu xx WTA UNR VCE MMA (units 0-15) FLXA UNR VCE WTA MMA (units 16-31) 0 acd xxxx 0 yyyy 1 scn zzzz 2 msb 3 nrd 4 trn 5 ao3 Description Add new data ARIES digital set with 8 programmable keys. Terminal number of the MGate card (tower and rack server), or the 201i or 202i server, where c is the card, and u is the unit. Customer number (0-99) Voice terminal, Multimedia Agent, Flexible voice/data allowed. (watch the CLS entry order, sometimes its important).

key key key key key key

where xxxx is the ACD DN of the CallPilot agent queue, and yyyy is the Position ID of the agent. where zzzz is the single-call nonringing DN used to make outbound calls. Make Set Busy Not Ready Transfer Three-Party Conference If you are enabling the Contact Center Voice Services Support feature, you must define0and1astheASTkey0andkey1 values. If you are not enabling the Contact Center Voice Services Support feature, then press Enter to skip this prompt. Press Enter until you reach the REQ prompt. Exits the overlay.

AST (For IVR & 01 Access Agents only) <enter></en REQ ****

Enabling the card slots

After you have configured the ACD agents, use overlay 32 to ensure that the card slots used by an MGate card (NTRB18CA or NTRB18DA) or 201i or 202i server are enabled. 1. Load overlay 32. 2. Type STAT n and press Enter, where n is the card slot used by an MGate card or the 201i or 202i server. 3. Type ENLC n and press Enter, where n is the card slot used by an MGate card or the 201i or 202i server.

4. To verify that the card slot and the ACD agents are enabled, type STAT n and press

Enter, where n is the card slot used by an MGate card or 201i or 202i server. 5. Repeat this procedure for all other card slots used by an MGate card or the 201i or 202i server.

Defining the default ACD DN

Before you configure the CDN queue, define the default ACD DN that needs to be referenced in the CDN. During normal operation, the CDN is in control mode, and callers are queued to be routed and then answered by CallPilot services. Under error conditions (for example, if the AML link is down), the CDN operates in default mode and calls are routed to the default ACD DN defined for the CDN. This section describes how to set up the default ACD DN so that these calls are handled by the attendant. For the attendant to process incoming calls to CallPilot when the CDN is in default mode, define a dummy ACD DN and set it to night call forward to the attendant. LD 23 Prompt Response REQ TYPE CUST ACDN MWC MAXP NCFW REQ NEW ACD xx yyyy NO 1 0 **** Description Add new data Indicates this is an ACD queue. Customer number (0-99) The ACD DN. Enter this DN as the DFDN in the CDN configuration. Message Waiting Center. Set to NO This indicates that there are no agents in this queue and it is, therefore, a dummy queue. Night call forward to the attendant. Exits the overlay.

<enter></en Press Enter until you reach the REQ prompt.

Configuring CDN queues for messaging services

Configure a primary CDN for Voice Messaging. This becomes the main CDN queue. Note: Nortel strongly recommends that you use either a phantom DN or a dummy ACD DN for all other messaging services. LD 23 Prompt Response REQ NEW Description Add new data

TYPE CUST CDN

CDN xx yyyy

Control DN queue Customer number (0-99) The Control DN of the queue. This number must be entered as the SDN for the messaging service in the SDN Table. The default ACD DN. Calls to the CDN are directed to this ACD DN if the link or CallPilot goes down. Nortel recommends that this is not defined as the ACD DN of the CallPilot ACD queue. Press Enter so that the ID is dynamically assigned to the CDN when the ELAN subnet link is established. Exits the overlay.

DFDN

zzzz

VSID

<enter></en

<enter></en Press Enter until you reach the REQ prompt. REQ ****

Configuring phantom DNs

Found elsewhere on this site....

Configure a Phantom Superloop Configure a Phantom DN

Configuring the CallPilot server software

To run the Setup Wizard

log on to the operating system on the CallPilot server log on to the CallPilot server with CallPilot Manager have the CallPilot keycode and dongle ID (serial number) handy run the Configuration Wizard

CallPilot Windows 2003 login User ID: Administrator Password: Bvw250 (default)

After you type the user ID and password, the CallPilot Setup Wizard welcome screen appears. 1. Read the information displayed on the screen and click Next. 2. If there are Service Updates (SUs) or PEPs available, you can choose to install them now. Select Yes or No and click Next. If you choose Yes, install SU/PEPs, the Installing SU/PEP screen appears. 1. Install all the required SUs and PEPs. 2. Restart CallPilot (if required) 3. the Setup Wizzard lauches again...

If you choose No, do not install SU/PEPs now, the Platform Validity Check screen appears. 3. 4. 5. 6. View the items on the validity check and click Next. When the system asks you if you have data to restore, select No. Click Next to complete the Setup Wizard. The Finished screen appears. Read the information displayed on the Finished screen and click Finish.

Logging on to the CallPilot server with CallPilot Manager

Launch the web browser on your PC or on the CallPilot server (must both be connected to the ELAN). Enter CallPilots IP address in the URL window. When the connection is established, the CallPilot Manager - Login page appears.

Note: The URL automatically appears as http://<host name or IP address>/cpmgr/login.asp.</hos On the CallPilot server, the URL is http://localhost/cpmgr/login.asp.

To log on to the CallPilot server

Type the administration mailbox number and password choose the Last Server Accessed item, or enter the address manually Type the CallPilot server host name or IP address in the Server box.

CallPilot Manager login Mailbox: 000000 Password: 124578 (default)

Note: Logging on for the first time forces you to change the password using numeric characters.

Checking that CallPilot is ready to accept calls

The system-ready indicators appear only if the Configuration Wizard has previously been run on the server. The CallPilot server is not ready to accept calls if the Configuration Wizard has not been run. Can you ping the callserver from Callpilot?