Avaya Advanced Paging Productivity Pack Configuration Configuration manual
Contents
1. For more information about programming memory buttons with feature codes using F 3 see the CallPilot Reference Guide NN40090 100 End Configuring the One Button Text feature Configure the One Button Text feature using Business Element Manager Element Manager e Configuring global settings page 18 e Configuring features page 19 Prerequisites e The alert tone is always enabled on the following IP Phones you cannot disable this variable IP Phone 2004 phase 1 and phase 2 IP Phone 2006 IP Phone 2007 IP Phone 1140E IP Phone 2050 and WLAN Handsets 2210 2211 2212 Configuring global settings Configure global settings to enable or disable an alert tone that signals to the user that a message is received You can also specify the amount of time to wait for the recipient to respond For more information about the variables on the One Button Text panel Global Settings tab see the table One Button Text panel Global Settings tab page 19 Procedure steps Step Action 1 From the Element Manager navigation panel select Configuration gt Applications gt Advanced Paging Productivity Pack gt One Button Text From the One Button Text panel select the Global Settings tab Select or clear the Alert Tone check box to enable or disable an alert tone In the Display Timeout s field type a timeout value in seconds End NN40010 503 Chapter 5 Configuring the APPP features 19 Vari2. Advanced Paging Productivity Pack Configuration BCM Business Communications Manager Document Status Standard Document Version 01 02 Document Number NN40010 503 Date April 2008 NORTEL Copyright Nortel Networks 2008 All rights reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel the Nortel logo and the Globemark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners Contents 3 Contents How to get Help sesicscieerieei0ee ised de bie aw ORO rae One Ae eRe ee 5 Chapter 1 New in this release pi cis cei cei va breed iewins tisereeniesineensceis 7 FRAINGS errara ceed NARREN EE RENAE PSAE S49 AIREARI AREN EEE rS 7 e ENA crusaime daane a a eii ae R aie charade ERDA aE de 7 One Button TEXT erneiisyrerstkedgdtidd ei apinn Ehei ie AE EE E 7 Customer Assistance Page sicciaroe atirar de Ghse chia EE EA A i 7 Schedule PAJE xi vuceewseenebeagerkSonenseocnnareenerLne
3. e Daily at midnight e Whenever the current CSV file is pulled pushed by a CDR client The CSV file is named Record OBT lt yyyymmddHHMMSS gt where yyyy is the year mm is the month dd is the day HH is the hour MM are the minutes and SS are the seconds This file contains one record for each time the One Button Text feature is used Each record contains the following fields e DN DN of the telephone where the One Button Text feature was initiated e Feature Code feature code of the One Button Text feature e Date and Time date and local time of day when the One Button Text feature was initiated The date and time takes the format yyyymmddHHMMSS as described previously e Result this field has one of three values Acked and Responded recipient pressed the OK soft key in response to the message Acked Only recipient pressed the Cancel soft key in response to the message Not Acked recipient did not acknowledge the message within the allowed time NN40010 503 15 Chapter 4 Installing software and applying the keycode Download and install the Advanced Paging Productivity Pack APPP software and then apply the APPP keycode file to enable the APPP features If required you can uninstall the APPP using Business Element Manager Element Manager or Network Configuration Manager NCM Prerequisites e The APPP is supported only on BCM 4 0 and BCM50 2 0 systems Navigation e Installing
4. 1 In Element Manager create an nnpage account Configuration gt Administrator Access gt Accounts and Privileges gt View by Account tab For more information about creating user accounts see the Administration Guide NN40020 600 for BCM50 2 0 or the Administration Guide NO060598 for BCM 4 0 Program the symbol kiosk or Web device to initiate or cancel a page by sending an appropriate URL to the BCM system The URL must have one of the following formats e URL with user name and password http lt nnpage gt lt nnpagePassword gt lt BCMIPAddress gt Voicemail cgi bin BCMPage station lt KioskName gt amp page lt xy gt amp status lt action gt e URL without user name and password lt http lt BCMIPAdadress gt Voicemail cgi bin BCMPage station lt KioskName gt amp page lt xy gt amp status lt action gt For more information about the variable definitions of the URL format see the table Symbol kiosk or Web device URL format page 25 Ensure that you program a cancel action for every initiated page Repeat steps 2 and 3 to program the number of pages required End NN40010 503 Chapter 5 Configuring the APPP features 25 Variable definitions Table 5 Symbol kiosk or Web device URL format Variable Value Description nnpage as defined in An account created in Element Manager to have Element Manager the same privileges as the nnguest account nnpagePassword as define
5. Keycode Retrieval System KRS and your APPP authorization code generate a new keycode file for each BCM system to update For information about keycodes see the Keycode Installation Guide NN40010 301 2 Apply the APPP keycode file to your BCM systems using Element Manager or NCM From the Element Manager navigation panel select Configuration gt System gt Keycodes For more information about performing software updates with Element Manager see the Keycode Installation Guide NN40010 301 e From the NCM navigation panel select Administration gt Configuration Data gt Wizards tab gt Keycode Wizard For more information about performing software updates with NCM see Using NCM 3 6 Release Pack 3 to Manage BCM50 2 0 NN40020 601 or Using NCM to Manage BCM 4 0 N0066233 End NN40010 503 17 Chapter 5 Configuring the APPP features Configure the features in the Advanced Paging Productivity Pack APPP Prerequisites e Ensure the APPP software is installed and the APPP keycode file is applied to the BCM systems For more information see Installing software and applying the keycode page 15 Navigation e Configuring the One Button Page feature page 17 e Configuring the One Button Text feature page 18 e Configuring the Schedule Page feature page 20 e Configuring the Customer Assistance Page feature page 22 Configuring the One Button Page feature Configure the One Butto
6. in your Nortel product or service To locate the ERC for your product or service go to www nortel com erc Getting Help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller contact the technical support staff for that distributor or reseller Advanced Paging Prductivity Pack Configuration 6 How to get help NN40010 503 Chapter 1 New in this release The following sections detail what s new in Advanced Paging Productivity Pack Configuration NN40010 503 Features See the following sections for information about feature changes e One Button Page page 7 e One Button Text page 7 e Customer Assistance Page page 7 e Schedule Page page 8 e Reporting page 8 One Button Page A user presses a feature key or a sequence of keys on the telephone dialpad to initiate a previously programmed page in a defined paging zone For more information about the One Button Page feature see the following sections e One Button Page page 11 e Configuring the One Button Page feature page 17 One Button Text A user presses a feature key or a sequence of keys on the telephone dialpad to send a previously programmed text message to a fixed or wireless telephone For more information about the One Button Text feature see the following sections e One Button Text page 11 e Configuring the One Button Text feat
7. programmed page is played in the appropriate paging zone If the page zone or overhead page system is in use at the time of the page the BCM system queues the page and plays it when the resource becomes available As an extension of the CallPilot Park and Page feature One Button Page uses the one button access to custom call routing CCR trees You configure Park and Page nodes in CallPilot Manager and then program one button access to the required nodes One Button Text A user presses a feature key or a sequence of keys on the telephone dialpad to send a pre programmed text message to a fixed or wireless telephone Program this feature in Element Manager by typing the text message adding the destination directory number DN and assigning it to a feature key through a feature code The BCM system stores up to 50 text messages You can enable or disable an alert tone that signals to the user that a message is received and you can specify the amount of time to wait for the recipient to respond to the message Advanced Paging Prductivity Pack Configuration 12 Chapter 3 Features description The alert tone is always enabled on the following IP Phones changing the value in Element Manager has no effect IP Phone 2004 phase 1 and phase 2 IP Phone 2006 IP Phone 2007 IP Phone 1140E IP Phone 2050 and WLAN Handsets 2210 2211 2212 The sent message is pre pended with the originating telephone DN followed by a colon When the
8. the message Fxxx Snd fail A message can fail if the message text and destination DN were not entered in Element Manager Customer Assistance Page A user presses a call button on a customer assistance box CAB or uses a symbol kiosk to request assistance The system plays the appropriate announcement stating that a customer requires assistance An employee responds to the page and presses a button on the CAB or uses the symbol kiosk to cancel the page If the page zone or overhead page system is in use at the time of the page the BCM system queues the page and plays it when the resource becomes available NN40010 503 Chapter 3 Features description 13 Schedule Page Configure pre programmed announcements to play automatically in the designated page zones according to a pre determined schedule If the page zone or overhead page system is in use at the time of the page the BCM system queues the page and plays it when the resource becomes available Reporting The supported CallPilot Manager reports are extended to the APPP features such that the BCM system tracks and generates reports for the APPP activities Access the reports through the Call Detail Recording CDR functionality in Element Manager Configuration gt Telephony gt Call Detail Recording For details about CDR functionality see the Call Detail Recording System Administration Guide NN40010 602 For details about reporting for CallPilot see the CallPilot Man
9. 2 Verifying the Schedule Page settings 0 006 cece eee eee eee 32 NN40010 503 How to get help This section explains how to get help for Nortel products and services Getting Help from the Nortel Web site The best way to get technical support for Nortel products is from the Nortel Technical Support Web site www nortel com support This site provides quick access to software documentation bulletins and tools to address issues with Nortel products More specifically the site enables you to e download software documentation and product bulletins e search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues e sign up for automatic notification of new software and documentation for Nortel equipment e open and manage technical support cases Getting Help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site and you have a Nortel support contract you can also get help over the phone from a Nortel Solutions Center In North America call 1 800 4NORTEL 1 800 466 7835 Outside North America go to the following Web site to obtain the phone number for your region www nortel com callus Getting Help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers you can use an Express Routing Code ERC to quickly route your call to a specialist
10. able definitions Table 1 One Button Text panel Global Settings tab Variable Value Description Alert Tone Enable or Disable A toggle to enable or disable an alert tone that signals to the user that a message is received The alert tone is always enabled on the following IP Phones you cannot disable this variable IP Phone 2004 phase 1 and phase 2 IP Phone 2006 IP Phone 2007 IP Phone 1140E IP Phone 2050 and WLAN Handsets 2210 221 1 2212 Display Timeout s 60 300 seconds The amount of time for the recipient to respond to the message When the time expires a no response message is returned to the sender indicating that the message was not received Configuring features Configure up to 50 feature codes on your BCM system to send a programmed text message to a specific telephone directory number DN Each feature code is associated with a different text message Access each feature by pressing the appropriate key on your telephone dialpad Program the feature codes on the Auto Attendant Properties page in CallPilot Manager CallPilot Manager gt Auto Attendant gt General Properties page For more information about the variables on the One Button Text panel Feature Configuration tab see the table One Button Text panel Global Settings tab page 19 Procedure steps Step Action 1 From the Element Manager navigation panel select Configuration gt Applications gt Advance
11. age is not functioning correctly access the node with a regular call Procedure steps Step Action 1 2 Initiate an external call into your CallPilot system Answer the call at a telephone that is configured for one button access to the Park and Page node in question Use F986 to access the Park and Page node If you cannot access the target node verify that the one button access to this node is correctly configured For more information about Park and Page nodes and one button access see the CallPilot Manager Set Up and Operation Guide NN40090 300 End Checking the CallPilot Manager event report If One Button Page or Customer Assistance Page is not functioning correctly examine the CallPilot Manager event log Procedure steps Step Action 1 From the Element Manager navigation panel select Configuration gt Applications gt Voice Messaging Contact Center Click Launch CallPilot Manager From the CallPilot Manager navigation panel select Reports gt Event Log Examine the Event Log for any issues that might cause the APPP to function incorrectly End Advanced Paging Prductivity Pack Configuration 32 Chapter 6 Troubleshooting Verifying the One Button Text settings If One Button Text is not functioning correctly use Element Manager to verify that the settings are correct Procedure steps Step Action 1 From the Element Manager navigation panel selec
12. ager Set Up and Operation Guide NN40090 300 for BCM50 2 0 or the CallPilot Manager Set Up and Operation Guide N0027247 for BCM 4 0 For details about reporting for APPP features see the following sections e Reporting for Customer Assistance Page page 13 e Reporting for One Button Page page 14 e Reporting for One Button Text page 14 There is no reporting for the Schedule Page feature Reporting for Customer Assistance Page For the Customer Assistance Page feature the reporting feature generates a daily at midnight CSV file located in the CDR Push Pull directory The CSV file is generated e When the Customer Assistance Page service initiates e Daily at midnight e Whenever the current CSV file is pulled pushed by a CDR client This file is named Record cab lt yyyymmddHHMMSS3 gt where yyyy is the year mm is the month dd is the day HH is the hour MM are the minutes and SS are the seconds This file contains one record for each help request where each record contains the following fields e DN DN of the CAB or the name of the symbol kiosk that generated the request e Feature code F9xy where x is the number of the CCR tree that contains the Park and Page node and y is the number of the Park and Page node within the CCR tree e Start time local time of day previously described format of HHMMSS when a customer pressed the Help button e End time local time of day previously described format of HHMMSS wh
13. d Paging Productivity Pack gt One Button Text From the One Button Text panel select the Feature Configuration tab Click Add From the Add Feature Code box type the feature code in the Feature Code field Click OK From the Feature Configuration tab select the feature code to modify 7 In the Details for Feature Code panel type a text message in the Text Message field Type the number of the destination DN in the Destination DN field To add more feature codes and associated text messages repeat steps 3 to 8 Advanced Paging Prductivity Pack Configuration 20 Chapter 5 Configuring the APPP features End Variable definitions Table 2 One Button Text panel Feature Configuration tab Variable Value Description Feature Code F9xy An available feature code must begin with a 9 for example F9xy Text Message 1 24 characters The message to send to the destination DN when the feature key is pressed Destination DN a valid DN from 3 The DN of the telephone that receives the text to 7 digits in length message The DN can be a TDM Unistim Dect Mobility or a wireless handset It cannot be an analog telephone or a telephone without an LCD display Configuring the Schedule Page feature Configure the Schedule Page feature by creating and configuring up to 50 schedule plans A schedule plan defines the variables for each page in your system For more informat
14. d he URES a ee a eee ees 17 Configuring the One Button Page feature anaua eee 17 Configuring the One Button Text feature 1 2 0 0 ee 18 Configuring global Settings ccc c2000cece e nde ees d TEAR EE Er EE 18 Commune MOUIGS arrr AEA A E EEEE 19 Advanced Paging Prductivity Pack Configuration 4 Contents Configuring the Schedule Page feature 0 0 cece eee eens 20 Configuring the Customer Assistance Page feature 0000 cece eens 22 Configuring the CAB occa eicddevevetee der iraire d eri daeentehdawedes 22 Programming the symbol kiosk or Web device 000e ce ee eae 24 Configuring the symbol kiosk or Web device in Element Manager 26 Chapter 6 Troubleshoot cece ect acer ci heck end sr o nase kireno uset 27 Troubleshootng proceduras c45 55 2446 0 eo 604 6440 RSS NRE RTOS EERO RRO 28 Mavi enois nont EnEn baGene eer aeehe onber dion peReeen cea serease cs 29 Verifying that the APPP software update is installed 2000005 29 Verifying that the APPP keycode is applied 00 e eee eee 29 Verifying the name of the customer assistance box CAB 20 05 30 Venfying the targat Node sissrsciseisrristesi si erdhe diresa corrieri 30 Accessing the target Node cscsceskcec ceased ts bebe readens Ru ORDER ERE eS 31 Checking the CallPilot Manager event report 0 00 c eee eee eee 31 Verifying the One Button Text settings 0 00 c cece 3
15. d in The nnpage account password Element Manager BCMIPAddress as defined in Element Manager The IP address of your BCM system KioskName The name assigned to the kiosk for reporting purposes for example Electronics01 x 1 7 The number of the CCR tree that contains the desired Park and Page node y 1 8 The number of the Park and Page node within the defined CCR tree action new cancel Indicates to the BCM system which action to perform where e newinitiates a new page e cancel cancels the current page Advanced Paging Prductivity Pack Configuration 26 Chapter 5 Configuring the APPP features Configuring the symbol kiosk or Web device in Element Manager Configure the symbol kiosk or Web device to use the Park and Page nodes in a custom call routing CCR tree to send a customer assistance page to the BCM system through a URL Prerequisites e The client s technical support personnel must program the symbol kiosk or Web device For more information see Programming the symbol kiosk or Web device page 24 Procedure steps Step Action 1 From the Element Manager navigation panel select Configuration gt Applications gt Advanced Paging Productivity Pack gt Schedule Page From the Schedule Page panel select the CAB Settings tab Select the Allow URL check box to enable the symbol kiosk Web device End Variable definitions Table 6 Sched
16. day the page occurs every day Specific Day the page occurs only on the selected day as entered in the Day field A plan with this value takes precedence over plans that are set to Everyday Specific Date the page occurs only on a specific date each year as shown in the Date and Month fields A plan with this value has precedence over plans with values of Everyday or Specific Day Company Greeting 1 250 Number The number of the greeting to play as defined in the Company Greetings Page Type Overhead Paging Internal Zone Both The location where the page is broadcast The default value is Overhead Paging Page Zone 1 6 or All The number of the zone where the page is broadcast Page Zone is available only if the Page Type is set to Internal Zone or Both The default value is 1 Configuring the Customer Assistance Page feature Configure the Customer Assistance Page feature so a user can generate the appropriate page by pressing a call button on a customer assistance box CAB or by sending the appropriate URL through a symbol kiosk Web device to the BCM system If you are using a CAB perform the procedure Configuring the CAB page 22 If you are using a symbol kiosk or Web device perform the procedures Programming the symbol kiosk or Web device page 24 and Configuring the symbol kiosk or Web device in Element Manager page 26 Configuring the CAB Configure the CAB to u
17. en a salesperson pressed the Cancel button or the time of the system timeout if no salesperson pressed the Cancel button e Feature F9xy where x and y are the last two digits of the CAB name Advanced Paging Prductivity Pack Configuration 14 Chapter 3 Features description Reporting for One Button Page For the One Button Page feature the reporting feature generates a CSV file located in the CDR Push Pull directory The CSV file is generated e When the One Button Page service initiates e Daily at midnight e Whenever the current CSV file is pulled pushed by a CDR client The CSV file is named Record obp lt yyyymmddHHMMSSs where yyyy is the year mm is the month dd is the day HH is the hour MM are the minutes and SS are the seconds This file contains one record for each time the One Button Page feature is used Each record contains the following fields e DN DN of the telephone where the One Button Page feature was initiated e Feature code F9xy where x is the number of the CCR tree that contains the Park and Page node and y is the number of the Park and Page node within the CCR tree e StartTime local time of day previously described format of HHMMSS when One Button Page was initiated Reporting for One Button Text For the One Button Text feature the reporting feature generates a CSV file located in the CDR Push Pull directory The CSV file is generated e When the One Button Text service initiates
18. he CAB DN In Element Manager Configuration gt Telephony gt Sets gt All DNs gt Capabilities and Preferences tab set the name of the CAB The CAB name must have the format nnnnnxY For more information about the variable definitions for the CAB name format see the table CAB name format page 23 For more information about configuring a CAB or TDM device see the Device Configuration Guide NN40020 300 for BCM50 2 0 or the Device Configuration Guide NOO60600 for BCM 4 0 End Variable definitions Table 4 CAB name format Variable Value Description nnnnn up to five A descriptive name for the CAB characters X 1 7 The number of the CCR tree that contains the desired Park and Page node Y 1 8 The number of the Park and Page node within the CCR tree Advanced Paging Prductivity Pack Configuration 24 Chapter 5 Configuring the APPP features Programming the symbol kiosk or Web device Program the symbol kiosk or Web device to send the correct URL to the BCM system to initiate or cancel a customer assistance page The URL must have one of the specific formats described in the following procedure Prerequisites e This procedure is performed by the client s technical support personnel e Some Web browsers do not support embedding a user name and password into the URL In this case use the URL option without the user name and password Procedure steps Step Action
19. ion about the variables on the Schedule Page panel see the table Schedule Page panel Schedule Plan tab page 21 Procedure steps Step Action 1 From the Element Manager navigation panel select Configuration gt Applications gt Advanced Paging Productivity Pack gt Schedule Page From the Schedule Page panel select the Schedule Plan tab Click Add In the Add Schedule Plan box type a name in the Schedule Plan Name field Click OK In the Schedule Plan table select the Schedule Plan to modify In the Schedule Plan table double click the Greeting ID field for the schedule plan to modify From the Greeting ID list select the number of the greeting to play In the Schedule Plan table double click the Page Type field for the schedule plan to modify NN40010 503 Chapter 5 Configuring the APPP features 21 10 11 12 13 14 From the Page Type list select the type of page Inthe Schedule Plan table double click the Page Zone field for the schedule plan to modify From the Page Zone list select the number of the page zone From the Details for Scheduling Plan panel configure any remaining variables For information about the variables see the table Schedule Page panel Schedule Plan tab page 21 To add more schedule plans repeat steps 3 to 13 End Variable definitions Table 3 Schedule Page panel Schedule Plan tab Sheet 1 of 2 Variable Value Desc
20. message arrives the destination telephone sounds an audible tone if enabled Then the recipient selects an appropriate response The response is also pre pended with the telephone DN followed by a colon e Ifthe message is more than 16 characters long press the MORE soft key or 3 on the dialpad to show the remainder of a message e Press the OK soft key or 1 on the dialpad to indicate that you will take appropriate action in response to the request e Press the Cancel soft key or 2 on the dialpad to indicate that you will not take any action in response to the request You cannot use the numbers on the dialpad to respond to a message on the following IP Phones you can only use soft keys IP Phone 2004 phase 1 and phase 2 IP Phone 2006 IP Phone 2007 IP Phone 1140E IP Phone 2050 and WLAN Handsets 2210 2211 2212 After the recipient responds or the timeout time expires the originating telephone receives an audible tone if enabled and one of the following messages e Msg recv indicates that the recipient viewed your message and is taking appropriate action e Msg cncl indicates that the recipient viewed your message and is not taking any action e Msg nack indicates that the recipient did not view your message within the defined time On the WLAN Handsets 2210 2211 2212 pressing the Menu key releases the session within ten seconds and sends Msg nack back to the sender If a sent message fails the user receives
21. n Page feature to enable a user to initiate the desired page in a defined paging zone by pressing a feature key or a sequence of keys on the telephone dialpad The One Button Page feature is an extension of the Park and Page feature and uses the one button access to custom call routing CCR trees available in CallPilot Manager Procedure steps Step Action 1 From the Element Manager navigation panel select Configuration gt Applications gt Voice Messaging Contact Center Click Launch CallPilot Manager From CallPilot Manager select Auto Attendant gt General Properties From the Auto Attendant Properties page type a number for the starting feature code in the Starting CCR tree feature code field 5 Type a number for the range of feature codes in the Number of CCR tree feature codes field 6 Create your custom call routing CCR tree with the required Park and Page nodes Advanced Paging Prductivity Pack Configuration 18 Chapter 5 Configuring the APPP features For more information about CCR trees and Park and Page nodes see the CallPilot Manager Set Up and Operation Guide NN40090 300 Program one button access to the required Park and Page nodes Use F 3 to program memory buttons on the telephone that correspond to the feature codes assigned in the Auto Attendant properties page For more information about one button access to CCR trees see the Cal Pilot Manager Set Up and Operation Guide NN40090 300
22. neeaeanans 8 Repon 2c cserereriiesrit trke Ere RE EREE e EAE EER E 8 Chapter 2 Introducti ssriccicrirssrriiidris sidade driks ee eee kisia 9 Prora OS oesreste rikers ake RRREGRESL GRE EEE KER ERAS ese POR EER RR EERE 9 NVON e45ceelepees iy EEE Ar Stee oie Se rte ee eyed 9 Chapter 3 Features GESCTIOUON lt ccasc statu enendewns des aes bce wede cabs des 11 One Putton PAQE tcct ctkee virdar tan Ener ke ehedeeesaagneekenh neneweauae 11 One PURG TGR center srir irti Oecd Sed tnee eee ceeendeed adders EA ox 11 Customer Assistance Page os reie debe chs ceeds wa meee aes ow ed Ronan 12 SCNSUUIG PROG asak lt skeee Poe sc Sew bse he Pou eee eek GES SEGEsehSHE eee Ss 13 ol ee ee ee ee ee ee ee er re ee ee 13 Reporting for Customer Assistance Page 0 00 c cece eee 13 Reporting for One Button Page 2 c0 csescd eee teens daesenmeceeees s 14 Reporting for One Button Text oaks eek eda dde kannt orphan iana 14 Chapter 4 Installing software and applying the keycode nssannssnnnnnnn 15 PrErGQUISIIOS 24 ccccccceea crnu it riren i Ek bee Ar Erea RES 15 NaO 5 desis ata A E E E EEEE So 15 installing the APPP software Update 2s 50cs4d akon ae bw eee RE ea ar erir ki 15 Applying ihe APPP Keveode irsisirersisirirerseiekisnesev ik eS det HE ERT SS 16 Chapter 5 Configuring the APPP features 0 000 e eee eee eee eee 17 Per ON O cadena thees Rade dee ehee akeeeoReatd ea Gade a nekeee eae es 17 MSVIGGUGN sig 4 od5e Gey Sekt eh se dak aa
23. on Guide NN40020 300 for BCM50 2 0 or the Device Configuration Guide NO0060600 for BCM 4 0 Navigation e Features description page 11 e Installing software and applying the keycode page 15 e Configuring the APPP features page 17 e Troubleshooting page 27 Advanced Paging Prductivity Pack Configuration 10 Chapter 2 Introduction NN40010 503 11 Chapter 3 Features description The Advanced Paging Productivity Pack APPP includes the following features e One Button Page page 11 e One Button Text page 11 e Customer Assistance Page page 12 e Schedule Page page 13 e Reporting page 13 Enable the APPP features through a single keycode that you apply to the BCM system If you require the APPP on multiple BCM systems apply a unique keycode file to each BCM system Configure and administer the One Button Text and Schedule Page features with Business Element Manager or Network Configuration Manager NCM Administration through Telset Admin or CallPilot Manager is not supported for these two features Configure and administer the One Button Page and Customer Assistance Page features through CallPilot Manager The BCM system reserves a total of 56 feature codes that you can use for One Button Page One Button Text and one button access to Park and Page One Button Page A user presses a feature key or a sequence of keys on the telephone dialpad to initiate a pre programmed page The pre
24. onfiguration 30 Chapter 6 Troubleshooting 3 If the keycode is not Active generate and apply a keycode for the APPP For more information see Installing software and applying the keycode page 15 End Verifying the name of the customer assistance box CAB If Customer Assistance Page is not functioning correctly verify that the name of the CAB has the correct format Procedure steps Step Action 1 From the Element Manager navigation panel select Configuration gt Telephony gt Sets gt All DNs gt Capabilities and Preferences tab 2 Verify that the name has the correct format as described in Configuring the Customer Assistance Page feature page 22 End Verifying the target node If One Button Page or Customer Assistance Page is not functioning correctly verify that the target node is a valid Park and Page node Procedure steps Step Action 1 From the Element Manager navigation panel select Configuration gt Applications gt Voice Messaging Contact Center Click Launch CallPilot Manager With CallPilot Manager verify that the node is a valid Park and Page node If it is not a valid Park and Page node create a valid Park and Page node in a CCR tree For more information about Park and Page nodes see the Cal Pilot Manager Set Up and Operation Guide NN40090 300 End NN40010 503 Chapter 6 Troubleshooting 31 Accessing the target node If One Button P
25. pdate is installed page 29 e Verifying that the APPP keycode is applied page 29 e Verifying the name of the customer assistance box CAB page 30 e Verifying the target node page 30 e Accessing the target node page 31 e Checking the CallPilot Manager event report page 31 e Verifying the One Button Text settings page 32 e Verifying the Schedule Page settings page 32 Verifying that the APPP software update is installed If any of the APPP features are not functioning correctly use Business Element Manger Element Manager to verify that the APPP software update is installed on your BCM system Procedure steps Step Action 1 From the Element Manager navigation panel select Administration gt Software Management gt Software Update History Verify that the software update for the APPP is in the list If the software update for the APPP is not listed download and install the software update For more information see Installing software and applying the keycode page 15 End Verifying that the APPP keycode is applied If any of the APPP features are not functioning correctly use Element Manger to verify that the APPP keycode is applied to your BCM system Procedure steps Step Action 1 From the Element Manager navigation panel select Configuration gt System gt Keycode 2 In the Feature licenses list verify that the APPP keycode is Active Advanced Paging Prductivity Pack C
26. ription Schedule Plan alphanumeric _ The name or identifier for the schedule plan Schedule Detail read only The automatically generated description of the schedule plan Time Fixed Time Periodic After Opening Time Before Closing Time The type of time value for the schedule plan Fixed Time the page occurs at a specific time of day in local time as entered in the Time of Day field Periodic the page repeats periodically depending on the value entered in the Repeat Mins field If the value is 0 then the page plays only once at the start of business hours The opening time is defined in CallPilot Greeting Table 1 The value is 0 360 minutes After Opening Time the page occurs a specific number of minutes after opening time as entered in the Minutes After Opening field The opening time is defined in CallPilot Greeting Table 1 The value is 0 360 minutes Before Closing Time the page occurs a specific number of minutes before closing time as entered in the Minutes Before Closing field The closing time is defined in CallPilot Greeting Table 1 The value is 0 360 minutes Advanced Paging Prductivity Pack Configuration 22 Chapter 5 Configuring the APPP features Table 3 Schedule Page panel Schedule Plan tab Sheet 2 of 2 Variable Value Description Day Everyday Specific Day Specific Date The type of day value for the schedule plan Every
27. rk Configuration Manager NCM Unless otherwise indicated this information applies to e BCM 4 0 software e BCMSO 2 0 software Prerequisites e You have experience with BCM50 2 0 and BCM 4 0 systems e You can use Element Manager to configure and administer BCM systems For more information see the Administration Guide NN40020 600 for BCM50 2 0 or the Administration Guide N0060598 for BCM 4 0 e Ifusing NCM you can use NCM to configure and administer BCM systems For more information see Using NCM 3 6 Release Pack 3 to Manage BCM50 2 0 NN40020 601 or Using NCM to Manage BCM 4 0 N0066233 e You understand keycodes For details about keycodes see the Keycode Installation Guide NN40010 301 e You can use CallPilot Manager to configure Park and Page nodes in custom call routing CCR trees program one button access to Park and Page nodes administer company greetings and manage reports For more information see the CallPilot Manager Set Up and Operation Guide NN40090 300 for BCM50 2 0 or the CallPilot Manager Set Up and Operation Guide N0027247 for BCM 4 0 e You understand F 3 to program feature codes on telephone memory buttons For more information see the CallPilot Manager Reference Guide NN40090 100 for BCM50 2 0 or the CallPilot Manager Reference Guide N0060617 for BCM 4 0 e You can program and configure a TDM telephone on a BCM system through Element Manager For more information see the Device Configurati
28. se the Park and Page nodes in a custom call routing CCR tree to send a customer assistance page Prerequisites e After the CAB is installed wait 2 minutes for the CAB to boot before initiating any functionality e The CAB emulates a TDM device e When a user presses the call button on the CAB feature F970 is initiated and when a user presses the Cancel button feature F970 is released NN40010 503 Chapter 5 Configuring the APPP features 23 Procedure steps Step Action 1 From the Element Manager navigation panel select Configuration gt Applications gt Voice Messaging Contact Center Click Launch CallPilot Manager From CallPilot Manager configure the required Park and Page nodes in a custom call routing CCR tree For more information about Park and Page nodes see the CallPilot Manager Set Up and Operation Guide NN40090 300 Connect the CAB to an available TDM port on your BCM system The CAB is automatically assigned a DN The CAB takes approximately 2 minutes to boot Do not use the CAB during the boot process To find the CAB DN check the port through Element Manager or plug in a TDM set and press F 0 In Element Manager change the DN of the CAB if required The CAB appears in the DN list as a 7208 telephone If there are other 7208 telephones on the system then you can determine the CAB DN by unplugging the CAB plugging in a telephone and pressing F 0 on the intercom to see t
29. t Configuration gt Applications gt Advanced Paging Productivity Pack gt One Button Text From the One Button Text panel select the Global Settings tab Verify that the settings are correct From the Element Manager navigation panel select Configuration gt Applications gt Advanced Paging Productivity Pack gt One Button Text From the One Button Text panel select the Feature Configuration tab Verify that the settings are correct For more information see Configuring the One Button Text feature page 18 End Verifying the Schedule Page settings If Schedule Page is not functioning correctly use Element Manager to verify that the settings are correct Procedure steps Step Action 1 From the Element Manager navigation panel select Configuration gt Applications gt Advanced Paging Productivity Pack gt Schedule Page 2 Verify that the settings are correct For more information see Configuring the Schedule Page feature page 20 End NN40010 503
30. the APPP software update page 15 e Applying the APPP keycode page 16 Installing the APPP software update Install the APPP software using the software updates process in Element Manager or NCM Procedure steps Step Action 1 From the Nortel Technical Support Web site download the software update for the APPP 2 Install the APPP software update using Element Manager or NCM From the Element Manager navigation panel select Administration gt Software Management gt Software Updates For more information about performing software updates with Element Manager see the Administration Guide for your BCM system e From the NCM navigation panel select Administration gt Configuration Data and then select your BCM systems For more information about performing software updates with NCM see Using NCM 3 6 Release Pack 3 to Manage BCM50 2 0 NN40020 601 or Using NCM to Manage BCM 4 0 N0066233 End Advanced Paging Prductivity Pack Configuration 16 Chapter 4 Installing software and applying the keycode Applying the APPP keycode Enable the APPP by applying a valid keycode file to your BCM systems Prerequisites Ensure you have installed the APPP software For more information see Installing the APPP software update page 15 Ensure you have the APPP authorization code You need this code to generate a keycode file for your BCM systems Procedure steps Step Action 1 Using the Nortel
31. ule Page panel CAB Settings tab Variable Value Description Allow URL enable disable A user can enable or disable the symbol kiosk or invocation Web device functionality for the APPP The default value is disable NN40010 503 27 Chapter 6 Troubleshooting Use the procedures in this section to troubleshoot the Advanced Paging Productivity Pack APPP Advanced Paging Prductivity Pack Configuration 28 Chapter 6 Troubleshooting Troubleshooting procedures This task flow shows you the sequence of procedures you perform to troubleshoot the APPP features To link to any procedure click on the procedure title in the flow chart Figure 1 APPP troubleshooting task flow Troubleshoot the APPP Verifying that the APPP software update is installed Verifying that the APPP keycode is applied Problem with Customer Assistance Page or One Button Page Problem with Verifying the name of Customer Assistance the customer Page assistance box CAB Verifying the target node y Accessing the target node Checking the CallPilot Manager event report Problem with Verifying the One One Button Text Button Text settings i Verifying the Schedule Ca P age settings NN40010 503 Chapter 6 Troubleshooting 29 Navigation e Verifying that the APPP software u
32. ure page 18 Customer Assistance Page A user presses a button on a call box or telephone or uses a symbol kiosk to initiate a customer assistance page in the designated paging zone For more information about the Customer Assistance Page feature see the following sections e Customer Assistance Page page 12 e Configuring the Customer Assistance Page feature page 22 Advanced Paging Prductivity Pack Configuration 8 Chapter 1 New in this release Schedule Page Configure previously programmed announcements to play automatically in the designated paging zones according to a defined schedule For more information about the Schedule Page feature see the following sections e Schedule Page page 13 e Configuring the Schedule Page feature page 20 Reporting Perform administration for the APPP features through Business Element Manager Element Manager or Network Configuration Manager NCM The BCM system generates and stores reports for the One Button Page and Customer Assistance Page features These reports are supported through CallPilot Manager For more information about APPP reporting see the following section e Reporting page 13 NN40010 503 Chapter 2 Introduction This document provides information about installing and configuring the Advanced Paging Productivity Pack APPP Installation and configuration of APPP is supported through Business Element Manager Element Manager and Netwo
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