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Nortel Networks Business Communications Manager (BCM) & Norstar Installation manual

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Table of contents for the manual

  • Page 1

    Page 1 Console.NET For the Business Communications Manager (BCM) & Norstar Installation & User Guide Version 3.0.0 By ConverTec Inc. www.convertecinc.com Console.NET is a Nortel Compatible Pr oduct. Console.NET underwent testing in Nortel Networks laboratory ensuring int egration to the Business Communications Manager (BCM) and Norstar phon[...]

  • Page 2

    Console.NET Installation & User Guide Page 2 T able of Content s Chapter 1: Introduction ........................................................................................................ .................................................. 4 Introduction.......................................................................................[...]

  • Page 3

    Chapter 1: Introduction Page 3 License Confirmation for BCM 3.x ............................................................................................... ................................. 72 License Confirmation for BCM 50 ................................................................................................ ........................[...]

  • Page 4

    Console.NET Installation & User Guide Page 4 Chapter 1: Introduction Introduction With the competitiveness of business today , the need to differentiate your company from the competition is crucial. Organizations using a live Attendant to answer calls rely on the Attendant to present the image of the company to the caller. Today’s Attendant r[...]

  • Page 5

    Chapter 1: Introduction Page 5  Call Waiting allows the attendant to send a call waiting to th e desired extension along with a text message to notify the recipient of details about the call. The recipient can choose from three possible options; o Take the call o Send to Voice Mail o Join as a Conference From anywhere you have LAN or Web access [...]

  • Page 6

    Console.NET Installation & User Guide Page 6 Minimum Requirements Console.NET Dedicated Web Server PC Hardware/Software Requirements: F Pentium 4, 2.5 GHz CPU or better (Single Processor) F 512 MB RAM F 1 GB Free Hard Drive space F Display set to 1024 x 768 Resolution or higher (16-bit high color minimum required) F CD-ROM Drive – preferred m[...]

  • Page 7

    Chapter 1: Introduction Page 7 * Windows critical updates are recommended but may not have been available for testing at the date of software release . Due to complex security and permission settings on Win 2003 server, ConverTec may be unable to support these installations. 128MB of memory must be added to the Console.NET Server for each additiona[...]

  • Page 8

    [...]

  • Page 9

    Page 9 Chapter 2: Nortel Prerequisites Norstar CTA Installation (Norstar Only) Nortel Networks Norstar phone systems require two Nortel products in order for Console.NET to operate. Norstar’s Computer Telephony Engine (CTE) is the software component which allows a computer to communicate with a Norstar KSU and the Norstar Computer Telephony Adapt[...]

  • Page 10

    Console.NET Installation & User Guide Page 10 NOTE: • The Norstar CTA 100 does not require a dedicated Norstar jack but can share an existing jack used by a Norstar phone. If you have a Norstar phone in close proximity to the Console.NET server, the CTA can use this same Norstar jack as the Norstar phone while maintaining the use of the phone[...]

  • Page 11

    Chapter 6: Reports Page 11 • Confirm you have at least one LAN CTE License before continuing. See Appendix A • Confirm you can Ping the BCM from the computer you are installing Console.NET and LANCTE on. See Published IP address in Appendix A Multiple BCM Installation Note : One LAN CTE client is capable of communicating to several BCM’s prov[...]

  • Page 12

    Console.NET Installation & User Guide Page 12 Chapter 3: Micros oft Prerequisites Microsoft Prerequisites Initial Installation for windows components should be perform ed logged in as "Computer Administrator". Console.NET cannot be installed without first installing Microsoft Internet Information Services or Internet Services Manager [...]

  • Page 13

    Chapter 6: Reports Page 13 Chapter 4: Installation Upgrading Upgrading Console.NET from versions below 3.0 will require a new license. Customers that subscribe to the Assurance Plan (AP) are entitled to a no-cost upgrade. Console.NET version 3.0.0 will uninstall previous version 2.2.0 and preserve the database containing all user information and ca[...]

  • Page 14

    Console.NET Installation & User Guide Page 14  Click on Install Console.NET to begin the installation process NOTE: The language displayed during the Console.NET installation is determined by the Computer Operating System language. Language selection for using Console.NET is determined by the user’s computer Browser Language settings (See [...]

  • Page 15

    Chapter 6: Reports Page 15 • Accept any licensing agreements if prompted • Console.NET setup will display the installation progress of a ny components being installed • After all components have been installed, you will be prompted to continue installing Console.NET • Click on Next to continue[...]

  • Page 16

    Console.NET Installation & User Guide Page 16 • Select Close to complete the installation Norstar DN Discovery In order for Console.NET to function properly, all active extensions (DN’s) must be monitored. For systems with Voice Mail, all B1 and B2 voice mail DN’s must also be monitored. Norstar systems are unable to send a list of active[...]

  • Page 17

    Chapter 6: Reports Page 17 • When "Please Wait" ends, close the PBX Server Management Utility window and proceed to Login to Console.NET . This wait period may take several minutes based on your range entry. Please do not attempt to Login to Console.NET until the "Please Wait…" window closes. BCM Installation Wizard • Ente[...]

  • Page 18

    Console.NET Installation & User Guide Page 18 • Use the right Keyboard arrow to advance through the IP Address • Please wait while the switch is queried for compatibility • Switch Type is confirmed and requires a name for identification purposes • Click Next to continue after entering name[...]

  • Page 19

    Chapter 6: Reports Page 19 • Enter the Primary Voice Mail extension number determined as illustrated below • Click Next to Continue • Enter the extension numbers that represent Users of the Console.NET software. Since licensing is based upon concurrent users, it is possible to have as many users configured as required. Users will only be able[...]

  • Page 20

    Console.NET Installation & User Guide Page 20 • Confirm the installation details and click on Finish • PBX Manager Window appears allowing you to add another BCM system • Close the PBX Manager Window and Login to Console.NET or continue to add additional BCM systems • Click on Add New and continue with the wizard for each new BCM system[...]

  • Page 21

    Chapter 6: Reports Page 21 Console.NET Licensin g Upon installation, Console.NET requires a valid license be installed in order to operate. In order to bring up the licensing Window, you must double click on the Console.NET shortcut on the desktop. If you are a ConverTec authorized Distribut or or Dealer activating a permanent License, you should h[...]

  • Page 22

    Console.NET Installation & User Guide Page 22  Complete the Trial License download and follow the instructions. Pay attention to where you save the license file To install a 30 day Trial or an Activation License;  Click on the Browse button as shown in the illustration above  Locate and double click on the downloaded *.lic file  Cli[...]

  • Page 23

    Chapter 6: Reports Page 23 • Number of PBX Servers: The maximum number of BCM or Norstar systems that can be monitored by the Console.NET Web Server. • Phone Messaging: Whether the optional Telephone Messaging is activated • Expires: Displays when a trial license ex pires otherwise displays "Never" if a permanent license is activate[...]

  • Page 24

    Console.NET Installation & User Guide Page 24 Chapter 5: Configuration Server / Configuration NOTE: Configuration changes applied here do not affect your telephone system programming in any way. Most Configuration setting required to start using Console.NET are configured during the installation by PBX Installation Wizard. Advanced settings can[...]

  • Page 25

    Chapter 6: Reports Page 25 Console.NET login screen • If the above screen is not displayed, c lick here for licensing in structions • Enter the Administrator extension 0 and the default password 12345 and click on Login. Console.NET Main G UI When the main GUI opens, the System Name and following connections states may be displayed. For Configu[...]

  • Page 26

    Console.NET Installation & User Guide Page 26 • Click on the Config button to access the configuration window • Select Server then Configuration[...]

  • Page 27

    Chapter 6: Reports Page 27 Note: The following items highlighted in RED are pre-configured by the PBX Manager wizard during the installation. Remote Norstar installations require manual entry. Add, Delete, Save • Add new allows manual adding of other system(s) for Console.NET to connect to. Add new should only be used by experienced users. Conver[...]

  • Page 28

    Console.NET Installation & User Guide Page 28 Note: This setting is not used for access to PRI or Analog line pools Primary Voice Mail Extension This extension is determined by pressing " Feature 985" from an idle telephone. This extension is required in order for Transfer to Voice Mail to function within Console.NET. If centralized v[...]

  • Page 29

    Chapter 6: Reports Page 29 • If using Digital lines, these names can only be associated to the PRI or T1 channels, not the target lines Select Server | Lines from the Configuration Window menu bar Current Switch Name When more than one system is configured, you can select the drop down arrow on the right side of the field to select the appropriat[...]

  • Page 30

    Console.NET Installation & User Guide Page 30 Select Server | Messages from the Configuration Window menu bar Add, Delete, Save • Clicking on Add new displays the "Adding new message" screen allowing you to type a new message. • Clicking on Delete will delete the current message displayed in the message field • Click on Save to [...]

  • Page 31

    Chapter 6: Reports Page 31 Note: In order to view any message changes, Console.NET users, must refresh the main User Interface window, by pressing (F5) on the Keyboard Server / Notification Messag es Notification messages are used in conjunction with the optio nal purchase of Console.NET "Telephone Messaging". Telephone Messaging allows a[...]

  • Page 32

    Console.NET Installation & User Guide Page 32 Message • This field displays the first message, if present. Clicking on t he drop down arrow located in the right corner of the field allows you to view all messages sor ted by storage location number and allow selection of a particular message for editing. After selecting a message, the storage [...]

  • Page 33

    Chapter 6: Reports Page 33 This section is used to enable Console.NET user(s) and configure their options as well as set some security options for spec ific extensions. Extension numbers & names are initially imported as they are programmed on the telephone system(s). Names can be changed within Console.NET but will have no bearing on the names[...]

  • Page 34

    Console.NET Installation & User Guide Page 34 Disable Access • To disable the particular DN from being able to log into Console.NET, check this box. Note: By default, any extension (DN) with a blank password will automatically be disabled from logging in. By selecting "Disable Access", the password for that DN will be deleted after [...]

  • Page 35

    Chapter 6: Reports Page 35 • Long names will use more space in the main window and may introduce a scroll bar. For optimal display usage, try to keep the total characters for First & Last name to ten characters or less Company Name • Company name can be entered for the extension. This field is not displayed or utilized by a Console.NET user[...]

  • Page 36

    Console.NET Installation & User Guide Page 36  Provides the user with full access to all configuration menus. The rights are the same as logging into Console.NET as the Administrator using ext 0 and the passwaord 12345 Line Pools • Select the appropriate analog or digital line pool to enable th e attendant to dial external calls. The Norst[...]

  • Page 37

    Chapter 6: Reports Page 37 Database screen pop with quick transfer phone links o Screen Pop ; when selected and after a call is answered, a separate window will pop on top of Console.NET displaying Customer details including the notes field. Phone numbers from the customer database appear as links to provide single cl ick external call transfers. ([...]

  • Page 38

    Console.NET Installation & User Guide Page 38 o Call Preview ; when enabled, prior to a call being answered, caller information is displayed including; the Customer/Company name, Contact, company phone numbers and the fi rst 80 characters of the notes field. For example, in a Busine ss Center environment, you could have the company the caller i[...]

  • Page 39

    Chapter 6: Reports Page 39 NOTE: • Caller ID, DNIS and DID are features offered by your Telco • To complete the database integration, see Chapter 6 – Companies Customers / Contacts There are two separate locations for adding Contacts, they are; • The Contacts link on the "Customers/ Companies" configuration page creates contacts t[...]

  • Page 40

    Console.NET Installation & User Guide Page 40 Independent Contac t Independent Contacts are primarily used for speed dialing. Independent Contacts ar e not associated to a Company and are not used in conjunction with Call Preview or Screen Pop database integration. Adding a new Contact (Independent of a Company) • Click on Config • Click on[...]

  • Page 41

    Chapter 6: Reports Page 41 Contact Name This field is used to display and or select an existing Contact for editing o r deletion. First, Last Name These are mandatory fields containing the Contacts first and last name. These fields are displayed in Navigator when viewing external Contacts. Phone Number Fields Except for the Fax Field, the numbers e[...]

  • Page 42

    Console.NET Installation & User Guide Page 42 By default "Auto Search" is disabled but the lookup function is still possible from the User window by clicking on the URL button displayed above the active call window. If auto search is selected, every call that is answered or picked up from hold or park by Console.NET user will open the[...]

  • Page 43

    Chapter 6: Reports Page 43 This should only be done by an authorized dealer or under supervision of ConverTec support Delete all Directory Numbers This will reset Console.NET back to initial install ation state. This should only be required when directory numbers sorting needs to change from Last Name to First name or First name to Last name. Warni[...]

  • Page 44

    Console.NET Installation & User Guide Page 44 Chapter 6: Reports Reports NOTE: • A Console.NET user or Administrator must be logged in at all times in order for call data to be gathered and stored in a database which can be used to generate a number of reports. The call data being tracked is not restricted to Console.NET users, all active dev[...]

  • Page 45

    Chapter 6: Reports Page 45 Select Criteria (filter) Customer Number The Customer Number is based upon the number sent by the Telco in Caller ID. Enter a specific telephone number or a partial match that you are looking for from an inbound call. If a partial number is entered such as an area code, all numbers from that area code will be displayed in[...]

  • Page 46

    Console.NET Installation & User Guide Page 46 Report Criteria (Filters) Number • Enter a single extension number or parti al match for many extensions beginning with the same leading numbers. Only extension(s) matching the number(s) entered will be displayed in the report. Eg; Based on 3 digit extensions, entering #335 will only display a rep[...]

  • Page 47

    Chapter 6: Reports Page 47 NOTE: Valid date entry format is Year/Month/Day Generate Report • Click on this button to create the report based upon the defaults or user selected filtering criteria. Some reports may take several minutes due to complex calculations through millions of data fields. The re port will open in a separate window providing [...]

  • Page 48

    Console.NET Installation & User Guide Page 48 • Displays a total of all Inbound, Outbound and Internal calls as well as the total duration of all calls NOTE: Internal call totals and durations are only included in "Total Calls" when the option is selected before generating the report Call Duration The Call Duration report produces a[...]

  • Page 49

    Chapter 6: Reports Page 49 o If no name and or numbers filters are entered, all calls will be displayed in the report Date • By default, the current month is selected. Click on the drop down arrow on the right side of the Date field to select from one of the pre-defined date ranges. Click in the Date From and to fields to manually enter a specifi[...]

  • Page 50

    Console.NET Installation & User Guide Page 50 Generate Report • Click on the Generate Report button to create the report based upon the defaults or user selected filtering crit eria. Depending upon the size of the stored data, reports may take several minutes to complete. • The report will open in a separate window providing viewing and pri[...]

  • Page 51

    Chapter 6: Reports Page 51 Duration Displays the duration from beginning to end for Inbound, Outbound and Intercom calls. Sample Reports Inbound Calls Summary by Extension Call Duration[...]

  • Page 52

    Console.NET Installation & User Guide Page 52 DID/DNIS Report Toolbar Exporting Options The data used to produce reports may be exported in various formats in order to create your own customized reports. To export data, after a report is produced, select Export . A window will open allowing you to select an export format for the report to be co[...]

  • Page 53

    Chapter 6: Reports Page 53 Print Printing is a two step process. The first print request brings u p the page printing options. After selecting OK , the report is opened in Adobe PDF viewer for final printing. • Choose the page printing options and then select OK • • After the report prepares itself in a new window for printing, click on the P[...]

  • Page 54

    Console.NET Installation & User Guide Page 54 Go To Page • Enter a specific page and click on the goto page icon lo cated on the right side of the page entry field. Data Search Field • Enter a number or value that you are looking for in the report and click on the binoculars to find it. Searches are only able to work forward through a repor[...]

  • Page 55

    Page 55 Chapter 7: Using Console.NET Console.NET Login • From the Console.NET web server PC, double click on the Console.NET desktop shortcut • From a networked PC client, open Internet Explorer and enter the following in the address bar; • http://<computer name>/consolenet ; where computer name is the name of the Console.NET web server[...]

  • Page 56

    Console.NET Installation & User Guide Page 56 The main GUI window consists of 5 Primary areas. Active Call Window The left side of the screen displays three types of calls. • Ringing Calls are displayed with a red background fill. • Parked calls are displayed with a blue background fill • Holding calls are displayed with a yellow backgrou[...]

  • Page 57

    Chapter 8: Appendices Page 57 • Send a "Text Message" to a telephone set. Extension Display Window This window may also be referred to as the Busy Lamp field (BLF) • Displays all system extensions or a defined group to show statuses such as on the phone, Ringing, Do Not Disturb and notification messages. • Offers single click to tra[...]

  • Page 58

    Console.NET Installation & User Guide Page 58 Park • While on a call, click on the Park button. The call will move from the Personal Call window to the Active Call window. The call will change to blue and the Park location will be displayed. You can add a sticky message to help identify who the caller is Parked for. See Sticky Messages for mo[...]

  • Page 59

    Chapter 8: Appendices Page 59 NOTE: Console.NET follows the limitations of the BCM and Norstar phone systems. A total of 3 people can be involved in a conference call. The possible combinations are 2 external – 1 internal or 2 internal – 1 external Conference with Spilt • To split a conference and talk to one of the confe rence members, once [...]

  • Page 60

    Console.NET Installation & User Guide Page 60 o o Click on the dialer icon • Console.NET dialer keypad o Use your keyboard to enter a number or click on the digits you want to dial. o Click on the Dial link to dial the number. The number will be displayed in the Personal Call window. NOTE: The system prefix is not applied to numbers dialed fr[...]

  • Page 61

    Chapter 8: Appendices Page 61 Voice Mail Xfer • To transfer a call directly to a person’s voice mail box, while on a call, right click on the extension button of the person you wish to transfer the call to, and click on Voice Mail Xfer. The call will be transferred directly into the person’s mailbox Voice Call • Voice Call allows a caller t[...]

  • Page 62

    Console.NET Installation & User Guide Page 62 Options Configuration. By default the Ringback would look as follows: "Call waiting Unanswered, Ron 242". Using Console.NET Messaging Console.NET provides three messaging schemes to enhance communication within an office. All messages are initiated through the Messaging Win dow in Console.[...]

  • Page 63

    Chapter 8: Appendices Page 63 Sticky Messages A Console.NET user can attach a message to a call to assist in identifying calls t hat are placed on Hold or Parked. For example, if a calle r has to be placed on Hold, a message can be attached to the call which helps identify who the caller is waiting for. The sticky note remains attached to the call [...]

  • Page 64

    Console.NET Installation & User Guide Page 64 message. The Feature code is assigned in Console.NET Server Configuration. The messages are set in Config/ Server/ Message Notifications. NOTE: Programming the feature code to a telephone button beside an LCD display offers a convenient and quick method to enable and disable messages. The associated[...]

  • Page 65

    Chapter 8: Appendices Page 65 Navigator – Group selection NOTE: • There is a 2-4 second delay before the extensions are displayed after clicking on the Monitor button. The last group you were viewing will automatically be presented upon subsequent logins • When exiting Console.NET, the last Group selected will be displayed the next time the A[...]

  • Page 66

    Console.NET Installation & User Guide Page 66 Console.NET Navigator with Company speed dial Contact Speed Dialing By Contact Name • Click on the Navigator button • The Navigator screen will open. Select Ext and click in either the First Name or Last Name field. • Begin entering the Contacts name and the Navigator will begin drilling down [...]

  • Page 67

    Chapter 8: Appendices Page 67 • Click on the phone number you want to di al. The Contact will be called and their name and number will be displayed in the Personal Call window • To clear an entry, click on NEW • To close the Navigator window, click on the in the top right corner Contact Speed Dialing using First Name & Company External Ca[...]

  • Page 68

    Console.NET Installation & User Guide Page 68 Screen tips. Console.NET is unable to control the operational aspects of the screen tip display • By selecting or de-selecting the three display check boxes, a n Attendant can alter the look of the extension buttons to suite their needs Details When Details has been selected, the extension buttons[...]

  • Page 69

    Chapter 8: Appendices Page 69 Directory Number (exte nsion) Sorting The default of Names and Extension Numbers is displayed only when Names only or Extensions only are not checked. You can change the sort order of the extension buttons to sort by extension number or by extension name. The default sort order is by Name . NOTE: If a last name is ente[...]

  • Page 70

    Console.NET Installation & User Guide Page 70 Extension buttons sorted by Extension number Syst em The System Information utility is primarily a diagnostic tool which provides users with a real-time view of who is logged into Console.NET and what PBX Server’s are connected and their associated status. • Servers; Displays the status of conne[...]

  • Page 71

    Chapter 8: Appendices Page 71 URL This feature sends the calling parties phone number (Caller ID number) in order to perform a reverse lookup to a specified URL address. When activated, a separate window opens providing the Console.NET user the mailing address of the incoming caller. 411.com is the default lookup URL but the URL may be changed in C[...]

  • Page 72

    Console.NET Installation & User Guide Page 72 Chapter 8: Appendices Appendix A License Confirmati on for BCM 3.x for (BCM 50 Click Here) The following information is provided as a courtesy for dealers that require assista nce in determining if the BCM is properly configured to meet the requirements of Console.NET software.  From a PC, open a[...]

  • Page 73

    Chapter 8: Appendices Page 73 NOTE : ConverTec recommends that you consult your telephone equipment vendor for authorized access to BCM Unified Manager. Improper operation or changes in BCM Configuration can cause serious consequences to your Telephone System Operation[...]

  • Page 74

    Console.NET Installation & User Guide Page 74 BCM 3.xConfiguration Window o Double click on the Services to expand the tree o Click on LAN CTE Configuration heading o Click on the Licensing Information tab o Confirm there is a minimum of one LAN CTE desktop license License Confirmati on for BCM 50 Element Manager must be downloaded and installe[...]

  • Page 75

    Chapter 8: Appendices Page 75  Click on the LAN CTE button and the number of active LANCTE desktops is displayed. There must be at least one available LANCTE seat license for the LAN CTE client to connect to NOTE: If there is in-sufficient Permanent or Try n Buy LAN CTE license registered, contact your Nortel Vendor or call ConverTec Sales at 1-[...]

  • Page 76

    Console.NET Installation & User Guide Page 76  Click on Configure  Click YES to any security warnings  Enter the Username and Password provided by your authorized Nortel dealer[...]

  • Page 77

    Chapter 8: Appendices Page 77  Click on Services then IP Telephony to view the Published IP setting  Click on Resources then LAN1 or LAN2 as indicated by the Published IP address to view the Published IP address required for LAN CTE client installation. NOTE: If you are unable to reach the Published IP address and it cannot be changed, enter [...]

  • Page 78

    Console.NET Installation & User Guide Page 78 Appendix B Troubleshooting NOTE: Addition al troubleshooting ti ps can be found in the Support section of the Con verTec web site Installation Troubleshooting Attempting to launch Console.NET after installation produces a webpage error. • Proper permissions must exist on the Console.NET directory [...]

  • Page 79

    Chapter 8: Appendices Page 79 Norstar CTA Compatibilit y Chart Note: Since Console.NET requires Microsoft IIS available on Win 2000 and XP, the only compatible CTA devices for Norstar Installations are CTA100 and CTA200(Serial Cable). Warranty/Software Support Console.NET comes with a 60-day warranty period commencing from the time of license activ[...]

  • Page 80

    Console.NET Installation & User Guide Page 80 In the unlikely event that a Nortel CTE issue is discovered, ConverTec will provide assistance to the dealer in resolving the issue wit h Nortel. An optional 12 month software Assurance Pl an is available from your ConverTec dealer. This package provides unlimited telephone support, via a toll free [...]

  • Page 81

    Page 81 Index B BCM Installation Wizard 15 BCM LAN CTE Client Installation 6 C Call Control 57 Call Duration 47 Company Contacts 38 Console.NET Licensing 19 Console.NET Login 55 Console.NET Main GUI 24 Customers / Contacts 38 D Directory Number / Configuration 31 Directory Number extension Sorting 69 E Extension Directed Features 60 Extension Layou[...]