安装指导目录Obtaining a keycode3Determining the BCM system ID4Obtaining Web keycodes5Try ’N Buy keycode8Entering keycodes on the BCM system9Loading a keycode using Element Manager9Manually adding a keycode using Element Manager10Adding a keycode using the telset administration interface11Loading a keycode using Network Configuration Manager13Loading a keycode using the Startup Profile13Keycode regeneration14Keycode migration14Keycode information sheet16文件大小： 305.4 KB页数： 16Language: English打开用户手册
用户指南目录About Call Center9What Call Center includes10What you can administer through a telephone12Related documents13How to get help14About Call Center telephone administration15Setting up Call Center with a two line display telephone15System timeout15Using the dialpad16Symbols and conventions used in this guide17About telephone buttons17Feature codes18Programming a memory button with a Feature Code19Feature Codes used by Call Center Administrators and supervisors20Feature Codes used by Call Center agents21Agent Feature Codes21Call Center general properties23Enabling the Call Center software authorization code23Setting Call Center general properties25Primary and Secondary alert times25Reserved channels26Setting Caller ID27Setting the Supervisor Help request timeout28Selecting skillsets supervisors can receive help requests from28Configuring lines29Setting the Answer Lines status31Resetting the Call Center Administrator password32Call Center greetings35About Call Center greetings35Types of Call Center greetings35Recording a Call Center greeting36Setting up skillsets39About skillsets39How incoming calls are sent to a skillset39Skillset properties40Setting up a skillset43Enabling a skillset47Disabling a skillset48Changing skillset properties49Unconfiguring a skillset53Setting up skillset mailboxes55About skillset mailboxes55Determining a skillset mailbox number56Checking which telephone mailbox interface you use57Initializing a skillset mailbox58Opening a skillset mailbox59Opening a skillset mailbox remotely60Skillset mailbox password61Changing a skillset mailbox password61Resetting a skillset mailbox password62Recording skillset mailbox greetings63Examples of Primary and Alternate greetings63Choosing a Primary or Alternate skillset mailbox greeting65Recording a Personalized skillset mailbox greeting67Deleting a Personalized mailbox greeting68Checking skillset mailboxes for messages69Playing skillset mailbox messages70Retrieving erased messages73Replying to messages74Replying to an internal caller74Using the Reply feature to reply to an external caller76Off-premise Message Notification77About Off-premise Message Notification77Assigning an outdial method to a skillset mailbox78Off-premise Message Notification parameters79Setting up Off-premise Message Notification79About setting up Off-premise Message Notification to a pager number84Changing Off-premise Message Notification89Deleting a destination number97Adding a destination number98Turning Off-premise Message Notification on or off99Setting up agents101About adding agents101Agent properties101Adding an agent102Changing an agent104Adding multiple agents105Assigning an agent to a skillset107Assigning several agents to a skillset108Removing agents from a skillset109Viewing agents in a skillset110Logging an agent off111Deleting an agent112Resetting an agent password113Intelligent Overflow Routing115Examples of Intelligent Overflow Routing rules117Adding Overflow rules122Changing and viewing Overflow rules124Deleting Overflow rules126Routing table administration127Setting up DID routing127Fax Detection128About types of Routing Table steps129Adding a Greeting step130Greeting step parameters130Adding a Distribute for step134Adding a Goto step135Adding a Transfer step136Adding a Disconnect step138Example of a Day Routing Table139Example of a Night Routing Table143Changing a routing table145Reviewing Routing Table steps145Modifying Routing Table steps146Erasing a Routing Table147Setting the Service Modes for skillsets148Monitoring call activity151Monitoring agent calls with Silent Monitor151Setting up Silent Monitor on your system152Using Silent Monitor with Answer DN153Monitoring tips153Monitoring skillsets154To monitor skillsets154An example of monitoring skillsets155Using a memory button to monitor calls waiting in skillsets156Taking some Not Ready time156Using Not Ready156Programming Not Ready to a memory button157Logging off158Changing your password158Supervisor Help159How Supervisor Help works159Configuring Supervisor Help161How to handle Supervisor help requests161How to handle missed requests162An example of retrieving an escalated request162Tips for operating Call Center163Agent administration163Skillset administration163Call Center greetings163Routing Table administration164Call Center general parameters164How to calculate the longest time a caller can be on hold165Tips to improve the efficiency of Call Center166Troubleshooting Call Center167Resetting passwords167Resetting the Operator password167Agent problems168Agent log on problems168Important considerations about how agents use features168Skillset problems170Problems changing skillset properties170Call Center Programming Record171Feature Codes172General Call Center parameters172Operator/Business Status173Call Center skillsets174Call Center agents175Skillset assignments176Skillset mailboxes177Routing Tables178Line answering179Glossary181Index187文件大小： 954.7 KB页数： 191Language: English打开用户手册
操作指南目录Updated BCM50 3.0 documents1BCM50 Administration Guide2BCM50a Integrated Router Configuration Guide-Advanced, BCM50a Integrated Router Configuration Guide-Basic, BCM50e Integrated Router Configuration Guide-Advanced, BCM50e Integrated Router Configuration Guide-Basic4CallPilot Manager Help4CallPilot Reference Guide, CallPilot Manager Set Up and Operation Guide, Intelligent Contact Center Setup and Operation Guide, and Intelligent Contact Center Supervisor Guide4CallPilot 4.0 Unified Messaging Addendum4CS 1000 Main Office Configuration Guide for SRG 504Device Configuration Guide6Installation Checklist and Quick Start Guide7Installation and Maintenance Guide7Installation and Maintenance Guide and Installation Checklist and Quick Start Guide7Intelligent Contact Center Setup and Operation Guide9IP Phone 1200 Series installation9IP Phone 1200 Series User Guide9IP Softphone 2050 Installation Guide10ipView Software Wallboard Setup and Operation Guide10LAN CTE Configuration Guide10Meet Me Conferencing User Guide11Multimedia Contact Center Set Up and Operation Guide11Networking Configuration Guide11Personal Call Manager User Guide15Reporting for Contact Center Setup and Operations Guide15SRG50 Configuration Guide15System Overview19Telephone Features User Guide20Unified Messaging Configuration Guide20文件大小： 366.1 KB页数： 20Language: English打开用户手册
网络指南目录Networking Configuration Guide1List of procedures3Contents9Getting started with BCM25About this guide25Purpose25Audience25Acronyms26Organization26About BCM26Symbols and conventions used in this guide28Related publications29How to get Help31Getting Help from the Nortel Web site31Getting Help over the telephone from a Nortel Solutions Center31Getting Help through a Nortel distributor or reseller32System telephony networking overview33Basic system configurations33Tandem calling to a remote PSTN36Private network parameters37Lines used for networking39Types of private networks39Routing-based networks using T1 E&M lines40PRI networking using Call-by-Call services41PRI SL-1/Q.Sig/DPNSS and VoIP trunk networking42System dialing plans43Creating tandem private networks43Understanding Nortel Voice Networking (MCDN) network features46Network Call Redirection Information46ISDN Call Connection Limitation47Trunk Route Optimization48Trunk Anti-tromboning49Networking with ETSI QSIG50ETSI Euro network services51DPNSS 1 services52DPNSS 1 capabilities53DPNSS 1 features53Private networking with DPNSS60BRI Euro Protocol61Naming convention62Application level differences62Protocol level differences62Telephony programming: Configuring call traffic63Incoming calls66Outgoing calls70Application Resources overview73Types of resources73Total and Reserved Resources73Setting values for application resources74Application Resources panel77Total Resources77Reserved Resources77Application Resource Reservations77Module configuration: Trunk modules81Configuring the trunk module parameters83Module parameters list83Managing modules87Disabling or enabling a bus or module87Disabling or enabling a port channel setting87Trunk module metrics88Lines overview89Understanding how the system identifies lines90Determining which lines you need to program90BRI loops programming92Line record93Line characteristics93Line restrictions93Remote restrictions94Voice message center94Line Job Aids94Determining line numbers and destination codes95Line pool tips96Using loss packages97Turn Privacy on or off for a call98Programming line access98Making lines available98Incoming calls99Outgoing calls99Configuring telephony resources101Telephony Resources table102Media bay module panels104Trunk Module Parameters104Call-by-Call Service Selection108Port details110Provisioning module lines/loops112IP telephones112IP Terminal Global Settings113IP telephone set details114Voice over IP trunks115Routing table116H323 Settings118H323 Media Parameters122SIP Settings125SIP Media Parameters126SIP URI Map127Configuring lines129Trunk/Line data, main panel130Properties132Preferences (lines)134Restrictions (Line and Remote)137Assigned DNs138Configuring lines: Target lines141Configuring Target line settings144Configuring lines: PRI145Configuring PRI line features147Configuring PRI Call-by-Call services148Configuring lines: T1-E&M151Configuring E&M line features155Configuring lines: T1-Loop start157Configuring digital (T1/E1) loop start lines161Configuring lines: T1-Digital Ground Start163Configuring digital ground start line features166Configuring lines: T1-DID169Configuring DID line features172Configuring lines: DASS2 lines175Configuring DASS2 line features177Configuring lines: DPNSS lines181Configuring DPNSS line features183BRI ISDN: BRI loop properties187Configure loop type and general parameters188T-loop general settings189T-loop SPIDS and network DNs190T-loops D-packet service192S-loops assigned DNs193BRI ISDN: BRI T-loops195Configuring BRI T-loop parameters197Configuring BRI lines197Programming BRI S-loops, lines, and ISDN devices201Setting BRI properties for ISDN device connections201DN records: ISDN devices202Configuring an ISDN telephone DN record204Configuring CLID on your system205Programming incoming CLID207Using alpha tagging for name display (incoming)207Programming outgoing CLID208CLID: Name display211Business name display212Alpha tagging for name display212Name display213Incoming and outgoing call display214Dialing plans217Creating dialing plans218Public and Private Received numbers221Private network dialing221Setting up public network dialing221Outgoing call routing222Incoming call routing224Processing incoming calls225Determining line access dialing228Understanding access codes229Call Park codes230Creating Direct Dial sets231Tips about access codes232Using the MCDN access codes (tandem calls)232Line pool access codes234Using Carrier codes234Configuring call routing234Configuring Call-by-Call services235Call-by-Call services236Switches supporting Call-by-call limits237Provisioning for Call-by-Call limits with PRI238Call-by-Call service routing238PRI routing protocols239Using destination codes239Why use destination codes?240Deciding on a code241Adding Carrier access codes to destination codes242Routing schedules and alternate routes243Setting up VoIP trunks for fallback244Dialing plan: Routing configurations247Destination code numbering in a network249Setting up a destination for local calling249Setting up a route through a dedicated trunk250Grouping destination codes using a wild card251Programming for least-cost routing252Using multiple routes and overflow routing252Dialing plan using public lines254Programming the PRI routing table255Adding Carrier access codes to destination codes256Using the MCDN access codes to tandem calls257Dialing plan: Routing and destination codes259Routes260Destination codes262Alternate routes for routing schedules264Second Dial Tone265Dialing plan: System settings267Common dialing plan settings267DN length constraints270Received number notes271Tips about access codes272Call Park codes273Dialing plan: Public network275Public dialing plan settings275Public Network Settings276Public network DN lengths277Carrier Codes279Dialing plan: Private network settings281Private Network dialing plan settings281Private Network Settings282Private Network - MCDN network (PRI SL-1, PRI ETSI, VoIP)283VoIP-specific private network dialing285ETSI-specific network features286Outgoing private calls routing286Public networking: Setting up basic systems289Public networks: PBX system setup289Public network: DID system290Public networking: Tandem calls from private node293Programming for tandem dialing293Caller access on a tandem network294Private networking: MCDN over PRI and VoIP297Using MCDN to network with a Meridian system297Meridian system requirements297Meridian MCDN call features over PRI SL-1 lines299MCDN networking checklist303UDP-specific programming304CDP-specific programming305VM programming with Meridian 1306Meridian TRO programming307An example of a private network with Meridian 1307Configuring fallback over a VoIP MCDN network311MCDN functionality on fallback PRI lines312Networking with ETSI QSIG313Private networking: Basic parameters315Private networking protocols315Keycode requirements315Remote access to the network316Other programming that affects private networking316Types of private networks316Private networking: MCDN and ETSI network features319Configuring MCDN network features319Configuring ETSI Euro network services321Private networking: PRI and VoIP tandem networks323Routing for tandem networks323Routing calls through a tandem network324Calls originating from the public network325Calls originating in the private network326Using VoIP to tandem systems327Private networking: DPNSS network services (UK only)331Using the diversion feature331Using the Redirection feature333Executive intrusion, Intrusion protection level333Call offer334Route Optimization335Loop avoidance335Private networking with DPNSS335Private networking: Using destination codes339Private networking: PRI Call-by-Call services343Configuring voice messaging347Centralized Voice Messaging (external voice mail)347Programming MWI and MWC strings348Local voice messaging access (CallPilot Manager)349Configuring centralized voice mail351Local system as host351Meridian system as host352System set up for host system352System set up for satellite systems353Configuring the system for centralized voice mail355Dialing plan: Line pools and line pool codes357Line pools (and access codes)357Line pools: DNs tab359Line pools: Call-by-Call Limits tab (PRI only)360VoIP overview363IP telephones363VoIP trunks363Creating an IP telephony network363Telephones364Gatekeepers364SIP Proxy364IP Network364Key VoIP concepts365VoIP trunk gateways367Pre-installation system requirements367How VoIP trunks make a network368Local gateway programming369Routing Table370PSTN call to remote node371Fallback to PSTN from VoIP trunks373Describing a fallback network374How fallback routing works375Optional VoIP trunk configurations377Gatekeeper call scenarios378Operational notes and restrictions379Configuring VoIP trunk gateways381Configuring VoIP trunk media parameters382Setting up the local gateway383Setting up remote gateways385Configuring a remote gateway (H.323 trunks)385Configuring VoIP lines385Configuring VoIP line features386VoIP interoperability: Gatekeeper configuration389Using CS 1000 as a gatekeeper389CS 1000 configuration390Setting up VoIP trunks for fallback391Configuring routes for fallback391Activating the VoIP schedule for fallback395Deactivating the VoIP schedule396Example: A private network configured for fallback396T.38 fax401Enabling T.38 fax401Lines402Media gateways402T.38 Fax restrictions403Operational notes and restrictions403Port ranges overview405RTP over UDP405UDP405Signaling Ports405Port Ranges panel407RTP over UDP Port Ranges407Adding new RTP over UDP Port Ranges408Deleting RTP over UDP Port Ranges408Modifying RTP over UDP Port Ranges409UDP Port Ranges409Signaling Port Ranges410Media gateways overview411Media Gateways panel413Call security and remote access415Defining restriction filters415Notes about restriction filters416Default filters (North America)417Default filters (other)418Restriction filter examples418Remote call-in programming419Creating Direct Inward System Access (DISA)420Defining remote access packages422Defining CoS passwords423External access tones425Call Security: Configuring Direct Inward System Access (DISA)427Remote access overview427Setting up remote access on lines430Remote access on loop-start trunks430Remote access on T1 DID trunks430Call security: Restriction filters433Restriction filters433Adding a restriction filter and exceptions435Default filters436Call security: Remote access packages439Configuring remote access packages439Configuring CoS passwords for remote access443Class of Service table443Adding or modifying a CoS password values444External access tones447LAN overview449What is a LAN?449LAN settings449DHCP configuration449Configuring the BCM with a DHCP address451Data networking overview453What is data networking?453About the BCM VoIP capability453Network routing453Configuring the BCM with data networks453IP Subsystem455Main panel tabs: General settings455IP settings options455DNS Settings options456MTU option456Main panel tabs: Internal subnets458Internal Subnet settings458Internal Subnet Details459Main panel tabs: Dial-out Static Routes461Configuring static routes463Data network prerequisites checklist465Network diagram465Network devices466Network assessment466Keycodes467System configuration for IP telephony functions467VoIP trunks468IP telephone records468Router overview469ADSL and Ethernet configurations469Router features469Router panel471Accessing your router471VLAN overview473Choosing DHCP for VLAN473Specifying the site-specific options for VLAN474DHCP overview475Understanding DHCP475DHCP on the BCM475Router DHCP Server475Main Module DHCP client476Main Module DHCP server476DHCP network scenarios476Default configurations478DHCP Server Settings panel481Main panel tabs: General Settings481Main panel tabs: IP Terminal DHCP Options483Main panel tabs: Address Ranges486DHCP subnets486Main panel tabs: Lease Info489DHCP configuration with router491Changing the default router DHCP configuration491Configuring the BCM with a DHCP address491Configuring the BCM to act as a DHCP server491Determining the status for the DHCP server492Using the BCM as a standalone DHCP server492DHCP for IP sets492Disabling the DHCP server493Firewall configuration resources495Dial Up overview497Remote Access Service498Automatic Data Dial-Out Service499WAN Failover Service500Modem compatibility500Dial Up Interfaces panel501Dial-out Interfaces panel501ISDN interfaces502ISDN Dial-out Channel Characteristics505ISDN Dial-out Link Parameters506ISDN Dial-out IP Address508Modem interface508Modem Dial-out Link Parameters510Modem Dial-out IP Address512Global Settings panel512WAN failover513Modem Dial-In Parameters panel514Additional configuration to allow network access functionality517ISDN Dial-In Parameters panel518Creating an automatic dial-out interface521Guidelines for using remote Dial-in522Using a dial-up interface as a primary connection522Static Routes for Automatic Dial-out Interfaces524VPN overview525IPSec tunnels525IPSec527Encryption527Silence suppression529Silence suppression on half-duplex links529Silence suppression on full-duplex links531Comfort noise533ISDN overview535Welcome to ISDN535Services and features for ISDN BRI and PRI537PRI services and features538BRI services and features538Service provider features539Network name display539Name and number blocking (ONN)540Call-by-Call Service Selection for PRI540Emergency 911 dialing5412-way DID541Dialing plan and PRI541ISDN hardware542PRI hardware542BRI hardware542Clock source for ISDN544ISDN BRI NT1 equipment544ISDN standards compatibility545Planning your ISDN network545Ordering ISDN PRI545Ordering ISDN BRI546Supported ISDN protocols547Codec rates549Index551文件大小： 7.3 MB页数： 568Language: English打开用户手册
