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Mitel Networks 5485 IP

1. 43 F Features 4 49 Features of the 3300 ICP 49 Physical System Features 4 G Group Administration Tool 8 I IMAT 8 In line Power Unit 41 IP 3 20 ISDN 44 45 ISDN Connectivity 44 ISDN Primary Rate
2. 2 P Peripherals 20 Physical System Features 4 PKM 20 49 Power Unit 41 PRI 5 8 43 44 45 48 Programmable Key Module 20 49 PSTN 43 45 R R2 45 S Security 9 Authorized Maintenan
3. 22 Mitel Networks 5010 IP Phone 23 Mitel Networks 5020 IP Phone 24 Mitel Networks 5140 IP Appliance 25 Mitel Networks 5410 Programmable Key Module 27 Mitel Networks 5415 Programmable Key Module 28 Mitel Networks 5423 IrDA Module 29 Mitel Networks 5303 Conference Phone 30 Mitel Networks 5305 IP Office Conference Unit 31 Mitel Networks 5310 IP Board Room Conference Unit 32 SUPERSETTM 4001 33 Table of Contents v SUPERSET 4015
4. 46 Trunking 46 Attendant Console Specifications 47 LAN WAN Network Configuration 48 Network Guidelines 48 3300 ICP as a Backup WAN 48 FEATURES 49 Features of the 3300 ICP 49 SOLUTIONS 62 Solution Overview 62 Standalone Site 62 The Customer
5. 13 Mitel Networks 6200 Cost Management Solutions 13 Mitel Networks 6300 Call Recording Solutions 14 Mitel Networks 6500 Speech Enabled Applications 14 Mitel Networks 6500 Speech Enabled Applications 14 Mitel Networks 6500 Speech Enabled Attendant 14 Mitel Networks 6500 Speech Enabled Unified Messaging 15 Mitel Networks 6500 Speech Enabled Applications Options 15 Mitel Networks 6100 Contact Center Solutions 16 Mitel Networks 6100 Contact Center Solutions 16 Mitel Networks 6110 Contact Center Management 16 Mitel Networks 6115 Interactive Contact Center 16 Mitel Networks 6120 Contact Center Scheduling
6. 8 System Management Tools 8 Manual Maker 19 MiTAI 12 N Network 2 3 43 45 46 48 ISDN 44 45 Trunks 43 46 Network Guidelines 48 Network Services Unit 5 NSU 5 O Overview
7. 19 Guides 19 Tools 8 V Voice 12 Voice Mail 12 General Information Guide Release 3 1 72
8. 4 Network Services Units 5 Network Services Units 5 Mitel Networks 3300 Universal Network Services Unit 5 Mitel Networks 3300 R2 Network Services Unit 5 Mitel Networks 3300 BRI Network Services Unit 6 Analog Services Units 6 Analog Services Units 6 Mitel Networks 3300 Universal Analog Services Unit 6 Mitel Networks 3300 Analog Services Unit 7 Migration 7 Migration
9. 47 Authorized Maintenance Access 9 B BRI 5 8 11 43 44 48 C Circuit Indicators 8 Configuration Tool 8 Controller 4 D Desktop User Tool 8 Dimensions and Weights 11 Disclaimer 1 DS1 43 E E1
10. 34 SUPERSET 4025 35 SUPERSET 4125 36 SUPERSET 4150 37 Consoles 38 SUPERCONSOLE 1000 38 Mitel Networks 5550 IP Console 39 Accessories 41 Mitel Networks 3300 In Line Power Unit 41 Mitel Networks 5485 IP Paging Unit 42 NETWORK 43 Lines and Trunks
11. 62 The Problem 62 The Solution 62 Table of Contents vi Multiple Site 64 The Customer 64 The Problem 64 The Solution 65 Installed Base Migration 66 The Customer 66 The Problem 66 The Solution
12. 43 Lines 43 Trunks 43 IP Networking 44 ISDN Integrated Services Digital Network 44 ISDN Support 44 ISDN Connectivity 44 ISDN Primary Rate Interface 45 R2 45 R2 Support 45 Traffic and Performance Specifications 46 Traffic and Performance
13. 9 Specifications 10 Environment 10 Dimensions and Weights 11 Tone Plans 11 Table of Contents iv APPLICATIONS 12 System Applications 12 Applications Interfaces 12 Automatic Call Distribution ACD 12 Voice Mail 12 Management Applications 13 OPS Manager
14. 17 Mitel Networks 6150 Multimedia Contact Center 17 Mitel Networks 6160 Intelligent Queue 17 Mitel Networks 6170 Contact Center Quality Monitoring 18 Mitel Networks 6180 Contact Center Media Costing 18 Desktop Applications 19 Mitel Networks 5810 PDA Application 19 Manual Maker 19 PERIPHERALS 20 Peripherals 20 Desktop 21 Mitel Networks 5001 IP Phone 21 Mitel Networks 5005 IP Phone
15. 7 Mitel Networks SX 2000 MICRO LIGHT 7 Mitel Networks SX 2000 LIGHT 7 Mitel Networks 3200 Integrated Communications Platform ICP 8 Maintenance 8 Alarms 8 Circuit Indicators 8 System Management Tools 8 Redundancy Support 9 Security 9 Toll Control 9 Authorized Maintenance Access
16. At the same time ISDN supports enhanced voice communications capabilities These capabilities include Caller Line Identification Delivery CLID Automatic Number Identification ANI and Dialed Number Identification Service DNIS These options allow you to know who is calling and facilitate call center and CTI applications fast call set up call by call and Min Max for reduced trunking ISDN delivers the highest degree of voice clarity of any transmission medium available R2 R2 Support The 3300 R2 NSU provides access to the R2 National Public Switched Telephone Network PSTN with MF R2 digital trunk signaling The 3300 R2 NSU supports the CCITT Blue Book Volume VI Fascicle VI 4 Specifications of Signaling System R2 Recommendations Q 44o to Q 490 with the exception of Q 479 Echo Suppression Q 490 Test Calls and international signals Many countries use R2 signaling but do not adhere to the CCITT recommendations in their entirety The 3300 ICP is completely flexible and supports regional variations of the R2 protocol Line signaling tone interpretation and timing parameters for the converter can be adapted to suit any national or regional requirement For example Line signaling features allow you to program up to four bits to define the incoming and outgoing patterns for line signals such as Idle and Answer Register signaling features allow you to program the type of address signaling termination signaled or timed
17. 66 General Information Guide Release 3 1 1 Introduction Disclaimer The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel NetworksTM Corporation MITEL The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document Revisions of this document or new editions of it may be issued to incorporate such changes Trademarks MiTAI HOST COMMAND INTERFACE HCI TALK TO ANSWER PLUS Speak Ease are trademarks of Mitel Networks Corporation Mitel Networks is a trademarks of Mitel Networks Corporation Windows and Microsoft are trademarks of Microsoft Corporation Java is a trademark of Sun Microsystems Incorporated Adobe Acrobat Reader is a registered trademark of Adobe Systems Incorporated Other product names mentioned in this document may be trademarks of their respective companies and are hereby acknowledged Copyright TM Trademark of MITEL Networks Corporation Copyright 2002 MITEL Networks Corporation All rights reserved General Information Guide Release 3 1 2 Overview Product Overview The Mitel Networks 3300 Integrated Communications Platform ICP is a Voice over IP VoIP solution for medium to large enterprises and for cor
18. SUPERSET 4125 SUPERSET 4150 SUPERCONSOLE 1000 Analog telephones may also be connected when using the 3300 Universal ASU or 3300 ASU General Information Guide Release 3 1 21 Desktop Mitel Networks 5001 IP Phone The Mitel Networks 5001 IP Phone is a low cost entry level IP telephone that connects to a 10 100BaseT Ethernet network Features of the telephone include Three fixed function keys Handset and Ringer Control Message Waiting Lamp Wall mountable General Information Guide Release 3 1 22 Mitel Networks 5005 IP Phone The Mitel Networks 5005 IP Phone is a low cost IP telephone that connects to a 10 100BaseT Ethernet network Features of the telephone include Twenty character alpha numeric liquid crystal display LCD Twenty feature keys 6 pre assigned Two fixed function keys Handset and Ringer Control Message Waiting Lamp Wall mountable General Information Guide Release 3 1 23 Mitel Networks 5010 IP Phone The Mitel Networks 5010 IP Phone is a digital telephone that connects directly to a 10 100BaseT Ethernet network Features of the telephone include Twenty character alpha numeric liquid crystal display LCD Seven line keys each with a built in line status indicator Six fixed function keys SuperKey Cancel Hold Redial Transfer Conference and Message Automatic selection of
19. RJ 45 For detailed information on the hardware specifications refer to the Hardware User Guide General Information Guide Release 3 1 7 Mitel Networks 3300 Analog Services Unit The Mitel Networks 3300 ASU is the On Premises Station ONS Line unit and supports up to 24 ONS CLASS ports It connects to a 3300 Controller by using a Category 5 UTP cable that terminates on an 8 pin modular jack RJ 45 For detailed information on the hardware specifications refer to the Hardware User Guide Migration Migration The 3300 ICP offers the ability to migrate from an existing SX 2000 MICRO LIGHT SX 2000 LIGHT or 3200 ICP The database is converted and restored onto the 3300 ICP by using the Mitel Networks 3300 Configuration Tool Mitel Networks SX 2000 MICRO LIGHT By installing a triple FIM card in the SX 2000 MICRO LIGHT main cabinet you can physically connect it to the 3300 ICP by using multi mode fiber As a result you can use the existing peripheral and digital trunk cards within the main cabinet Any external cabinets can also be connected by using FIMs Mitel Networks SX 2000 LIGHT The SX 2000 LIGHT Digital Services Unit DSU cabinet provides digital trunk capability and the SX 2000 LIGHT peripheral cabinet provides connectivity for analog trunks analog telephones and Mitel Networks DNI devices Both cabinet types can be connected to the 3300 Controller by using multi mode fiber connections The DSU cabinet su
20. 2 2 3 3 200 2 2 3 2 3 3 3 4 5 300 2 3 3 2 3 4 3 5 7 400 2 3 4 3 4 5 4 6 8 500 2 3 4 3 4 6 4 7 10 600 3 4 5 3 5 7 5 8 12 700 3 4 6 4 6 8 6 10 13 Note System blocking will reduce the number of lines that can be handled at this traffic rate so the number of operators will be lower The following assumptions apply to the table above Majority of calls handled by the operator are for incoming trunk traffic Calls are answered on average within 10 seconds Calls are handled transferred dropped within an average of 20 seconds 85 of all calls are handled within these time limits Table shows recommended number of operators Local traffic conditions may increase or decrease these values and hold times may be higher requiring more operators or vice versa Table shows the quantity of incoming trunk calls handled by operator as 25 55 and 85 of all incoming calls Remaining calls are handled through direct connection diversion to voice mail or IVR equipment IVR can also be considered as an operator replacement Up to 16 IP operator consoles can be used on the 3300 ICP system As a rule of thumb operators will typically handle calls at a rate of 50 to 100CPH The majority of calls handled by the operator are for incoming trunk traffic General Information Guide Release 3 1 48 LAN WAN Network Configura
21. BRI U interfaces per unit It does not connect to a 3300 Controller directly but instead connects to the Mitel Networks 3300 Universal NSU by using a copper cable For detailed information on the hardware specifications refer to the Hardware User Guide Analog Services Units Analog Services Units The Analog Services Units ASUs provide connectivity for analog trunks and telephones POTS and On Premise Station ONS to the 3300 ICP system There are two variants Mitel Networks 3300 Universal Analog Services Unit ASU Mitel Networks 3300 Analog Services Unit ASU The 3300 ICP system supports up to four Analog Service Units in any combination giving a maximum total of 96 analog ports for standard telephone connectivity on the system Mitel Networks 3300 Universal Analog Services Unit The Mitel Networks 3300 Universal ASU is the combination unit that houses 16 ONS CLASS Custom Local Area Signaling System and four Loop Start LS trunk CLASS ports It also provides four integral System Fail Transfer SFT relays that provide direct connection between an analog telephone and Loop Start trunk in the event of a system or power failure The 3300 Universal ASU also provides the connections for Music on Hold MOH and Paging capabilities The connections are located on the rear panel of the unit The unit connects to a 3300 Controller by using a Category 5 Universal Twisted Pair UTP cable that terminates on an 8 pin modular jack
22. Interface 45 ISDN Support 44 General Information Guide Release 3 1 70 L LAN WAN 48 3300 ICP as a Backup WAN 48 Network Guidelines 48 Lines 43 Links 43 M Maintenance 8 Alarms 8 Circuit Indicators
23. Night service automatically if all attendant consoles are unable to receive calls or if all attendant consoles are inactive and the time out period has expired Node ID Recognition Node ID Recognition lets a system in a network determine if an incoming call applies to it or to another system in the network Non Busy Station Non Busy Station lets you program an extension never to return busy tone This feature is used for special situations such as emergency stations Non DID Extension Non DID Extension allows the system to support sets that are not directly accessible to DID trunks These calls are transferred to Non DID Extensions by an Intercept Handling point such as an attendant or a station General Information Guide Release 3 1 58 Feature Name Description Off Hook Voice Announce Off Hook Voice Announce lets you receive a Direct Page during a handset or headset call See Direct Page Overlap Outpulsing Overlap Outpulsing reduces post dialing delay when trunk calls are originated Once a route has been determined by ARS a trunk is seized and dial pulses or tones are outpulsed to the CO These outpulses are sent before the user has finished dialing to allow faster call setup on analog trunks Override Override lets you enter a conversation at a busy station or ring a station with Do Not Disturb activated Before you enter the conversation all parties receive a warning tone Override Security Override Secur
24. Release Call Rerouting Call Rerouting lets the system redirect calls to alternate answering points or devices under specified conditions Call Rerouting may be used to redirect calls always in Day Night 1 and or Night 2 mode or under busy no answer or Do Not Disturb conditions Call Split See Conference Split Call Swap See Swap Call Transfer See Transfer Call Waiting Swap Call Waiting Swap lets you use the switch hook to alternate between two calls when a party is in Call Waiting for your station or when you have a call on Consultation Hold Camp on Call Waiting Camp on or Call Waiting lets you notify a busy party that you are waiting An attendant may also put a call through to a busy station to indicate they are waiting Upon hearing the Call Waiting tone the busy party can either respond or finish the current call Camp on Tone Security Camp on Tone Security prevents you from hearing Camp on tone If any party in a call has this option enabled no Camp on tone is returned to anyone in the call Centralized Attendant Service CAS interface See Attendant CAS Interface Class of Restriction Class of Restriction COR limits a station s access to specified numbers A station may have three CORs Day Night1 Night2 service and the COR may also be changed by using a Verified Account Code Class of Service Class of Service COS defines a station or trunk s feature and timer options A station or trunk ma
25. Users can place a call to any number in the company directory by stating a name extension or department Users can call into the system from their home telephone or cellular telephone and place calls to external numbers that are programmed in the company directory provided they have been assigned the required system privileges General Information Guide Release 3 1 15 Registered users can program their own list of frequently called numbers and then place calls to those numbers by using speech Mitel Networks 6500 Speech Enabled Unified Messaging Mitel Networks 6500 Speech Enabled Unified Messaging is fully integrated with Microsoft Outlook and the Mitel Networks 6500 Speech Enabled Attendant application It provides access to all messages from a single Outlook Inbox that users can filter and navigate via speech recognition Using this application users can Ask the system to play messages based on caller date type and priority without having to view messages sequentially Dial calls by simply saying the contact s name through access to Outlook s contact list Mitel Networks 6500 Speech Enabled Applications Options These applications are available as additional purchasable options on the 6500 SE Attendant or 6500 SE Unified Messaging For complete details please refer to the Mitel Networks 6500 Speech Enabled Applications documentation Enterprise Voice Portal Enterprise Voice Portal uses Voic
26. and whether signaling should be fully compelled or semi compelled These features allow the individual definition of each register signaling tone General Information Guide Release 3 1 46 Traffic and Performance Specifications Traffic and Performance Criteria Result Busy Hour Call Completions BHCC 1 5197 per second 5471 per hour Response Time Specification Delay to Dial Tone 1 s Dial Tone Cut Off Delay 500 ms Post Dialing Delay 1 5 s Connecting Delay 400 ms Data Blocking Possibilities Software lt 0 0001 Blocking Probability DTMF Trunks Provisioning dependent Note The BHCC will vary according to individual customer configuration and usage Trunking Configuration Trunks Echo Channels Calls per hour From lines Erlangs per Resource CCS per Resource 36 8 1323 ACD 50 Ports 3 Trunks 1350 64 Echo Channels 73 5 2646 ACD 100 Ports 4 Trunks 2700 128 Echo Channels 64 2 2310 700 IP 4 Trunks 4200 128 Echo Channels 64 2 2310 604 IP and 96 ONS 4 Trunks 4200 128 Echo Channels 350 IP 2 Trunks 2100 32 1 1155 General Information Guide Release 3 1 47 Attendant Console Specifications Number of Operators required at different system traffic rates against number of lines System Traffic 4CCS Low System Traffic 6CCS Medium System Traffic 12CCS High Lines 25 55 typical 85 25 55 typical 85 25 55 typical 85 100 1 2 2 2 2
27. forming technology to ensure superior performance The unit is used in conjunction with the 5020 IP Phone and connects by using the telephone s headset port This unit is designed for optimal performance in a room that measures 15 feet by 25 feet 4 5 meters by 7 6 meters Features of the conference unit include Full Duplex operation Acoustic beam forming technology that controls near end far end and double talk and also locates direction of speech Noise reduction and automatic gain control to eliminate background noise High fidelity speaker Directional and Presentation Modes Dual color LEDs 7 on the unit in total for visual confirmation the unit has picked up the speakers voice Power supply from a 24V wall adapter Simple installation Side Control Unit with mute hold and volume controls The 5310 IP Conference Unit package includes a 5020 IP Phone a speaker unit and a side control unit An optional mouse controller is available General Information Guide Release 3 1 33 SUPERSET 4001 The SUPERSET 4001 telephone connects to the DNI card in the peripheral cabinet It is a single line digital telephone that gives users basic access to system functionality The SUPERSET 4001 telephone has Seven Speed Call keys Four fixed function keys Program Hold Flash and Message Handset and ringer volume controls Up Arrow and Down Arrow Ring
28. platform For detailed information refer to Mitel Networks 6300 Call Recording and Quality Monitoring Solution documentation Mitel Networks 6500 Speech Enabled Applications Mitel Networks 6500 Speech Enabled Applications Mitel Networks 6500 Speech Enabled SE Applications deliver powerful and unique solutions The system responds to conversational voice commands and provides a single point of access for a wide range of information A Mitel Networks 6500 Speech Enabled Applications server can support from 2 to 16 ports of simultaneous speech corporate directories with up to 10 000 names and personal directories of up to 500 names The server connects to the system through the LAN by using the IP protocol 6500 SE Applications run on Microsoft Windows NT Server 4 0 There are two main applications Mitel Networks 6500 Speech Enabled Attendant Mitel Networks 6500 Speech Enabled Unified Messaging There are also four additional purchasable options available Enterprise Voice Portal Mobility Calendar and Task Management Fax Integration Mitel Networks 6500 Speech Enabled Attendant The Mitel Networks 6500 Speech Enabled Attendant routes incoming calls to people or departments within a company based on spoken commands For example users state the name of the person or department that they want to speak to and the system routes the call to the requested party Using this application
29. web collaboration video fax etc Scheduler that gives resource allocation forecast and allows you to choose among criteria random scheduled event or rules based Reporting Module that allows the user to quickly and easily generate reports as narrowly or broadly as is required From an individual call to an aerial view of the contact center Mitel Networks 6180 Contact Center Media Costing Mitel Networks 6180 Contact Center Media Costing provides the supervisor with all the tools they require to keep track of communications costs Telecom Billing System General Cost Allocation System Consolidated Reporting System Internet Reporting System Web based Reporting General Information Guide Release 3 1 19 Desktop Applications Mitel Networks 5810 PDA Application The Mitel Networks 5810 PDA Application increases the functionality of a Personal Digital Assistant PDA with the following applications Telephony Features Integration TFI gives users the flexibility to use as their own any 5140 IP Appliance or any 5020 IP Phone that has the Mitel Networks 5423 IrDA Module Dial by Address Book DBAB allows the user to select a telephone number and dial it directly from the PDA Note The Mitel Networks 5423 IrDA Module which is available as an add on unit for the Mitel Networks 5020 IP Phone and is integral to the Mitel Networks 5140 IP Appliance provides the connectivity
30. you with a display of the call duration for incoming and outgoing calls in one minute increments starting at 0 00 from the beginning of the call to the end of the call Call Forward Call Forward lets you redirect incoming calls to an alternate number Call Forward Cancel All Call Forward Cancel All lets you cancel all types of Call Forward Call Forward Follow Me End Chaining Call Forward Follow Me End Chaining ensures that calls are not further redirected Call Forward Follow Me Reroute When Busy Call Forward Follow Me Reroute When Busy forwards the call to the original set s First Alternative Rerouting if the call forward destination is busy Call Forward Forced Call Forward Forced lets you manually redirect an incoming call on your Prime or private line to another number Call Forward Override Call Forward Override lets you bypass any Call Forward condition that is set at the station that you are calling Call Hold See Hold Call Park Call Park lets the attendant Hold a call so that a telephone user can remotely retrieve the call Call Pickup Call Pickup lets you answer an incoming call that is ringing at another station Call Privacy Call Privacy protects a call from audible Call Waiting tones as the result of a camp on and prevents intrusion of any kind for example busy override General Information Guide Release 3 1 53 Feature Name Description Call Release See
31. 4025 supports PKM Interface Module for connection to additional devices General Information Guide Release 3 1 36 SUPERSET 4125 The SUPERSET 4125 telephone connects to the DNI card in the peripheral cabinet It is a multiline digital telephone with Twenty character alpha numeric liquid crystal display LCD with contrast control Three softkeys for feature access Fourteen line keys each with a built in line status indicator Eight fixed function keys SuperKey Cancel Hold Redial Transfer Conference Message Microphone and Speaker Built in RS 232 interface for a computer connection Automatic selection of prime line Key selection of non prime line Handsfree operation half duplex Handset speaker and ringer volume controls Up Arrow and Down Arrow Ringer pitch control Message waiting lamp The telephone has the same set functionality as the SUPERSET 4025 and has a backlit digital display The SUPERSET 4125 supports the PKM Interface Modules for connection to additional devices General Information Guide Release 3 1 37 SUPERSET 4150 The SUPERSET 4150 telephone connects to the DNI card in the peripheral cabinet It is a multiline digital telephone with Forty character alpha numeric liquid crystal display LCD with contrast control and six touch sensitive softkey areas for feature access Fourteen line keys each with a bu
32. AN and IP devices by using the four 10 100BaseT Ethernet switch ports located on the front panel via the customers LAN In addition existing SX 2000 Digital Services Units DSUs and Peripheral cabinets can be connected over a fiber cable Two sizes of 3300 Controller are available These units provide direct connectivity for either 2 NSUs direct connection 4 NSUs if chaining is used 4 ASUs 16 Attendant Consoles 250 IP telephones and 64 echo cancellers 4 NSUs direct connection 8 NSUs if chaining is used 4 ASUs 16 Attendant Consoles 700 IP telephones and 128 echo cancellers General Information Guide Release 3 1 5 Network Services Units Network Services Units The Network Services Units NSUs provide connectivity to digital trunks for public or private networks Protocol support includes DASS II PRI BRI MSDN DPNSS R2 T1 CAS Q Sig and XNET There are three variants of NSU Mitel Networks 3300 Universal Network Services Unit NSU Mitel Networks 3300 R2 Network Services Unit NSU Mitel Networks 3300 BRI Network Services Unit NSU Mitel Networks 3300 Universal Network Services Unit The Mitel Networks 3300 Universal NSU provides T1 or E1 connectivity and supports up to two T1 or E1 links per unit The protocols supported by the T1 interfaces are T1 CAS Digital E and M Digital CO Digital DID T1 CCS Primary Rate ISDN 4ESS 5ESS DMS 100 DMS 250 NI2 NI3
33. Administration Tool Up to 20 ports are available for voice mail calls with support for a maximum of 750 mailboxes and 100 hours of storage time Support is also available for attendant functionality such as automated attendant The voice mail system supports English French Spanish and Dutch languages Features provided by the voice mail system include Automated Attendant that plays different greetings during open and closed business hours provides a company directory that uses extension numbers or names as the dialing method and allows single digit option selection Subscriber mailboxes that are password protected Tutorial that assists new subscribers with mailbox setup Simple message retrieval Easy to use menus that allow subscribers to send urgent private or certified messages Notification of waiting messages whether subscribers are in or out of the office External voice mail systems are supported through both digital trunk and ONS interfaces General Information Guide Release 3 1 13 Management Applications OPS Manager OPS Manager is a complete telecommunications management tool that enables customers to control the maintenance and operation of a network of Mitel Networks systems Using a standard web browser an authorized user can perform the following functions from any PC Manage a network telephone directory Move add change and delete users Schedule pen
34. Busy Reason Codes ACD agents enter a reason code when telephones are put into a Make Busy state ACD Real Time Event Makes the ACD Real Time Event stream a purchasable option Add Held Add Held lets you move a call on Hold to another line appearance form a conference with a call on Hold or add a call on Hold to an existing conference Advanced Analog Networking The Advanced Analog Networking AAN feature provides calling line identification and travelling class marks across T1 D4 trunks Advanced ARS Allows day and time zones route plans and ARS assignment to be programmed Advice of Charge Advice of Charge AOC allows the caller to determine the cost of a toll call ANI DNIS ISDN Number Delivery Automatic Number Identification and Dialed Number Identification Service identify numbers that are transmitted on an incoming trunk ANSWER PLUS Automatic Attendant Allows an external caller to dial through to an extension without having to go through an attendant ANSWER PLUS Automatic Call Distribution II ACD 2000 Consists of four main components call distribution agent mobility management and reporting feature configuration and administration Each of these components offers many features not available with ANSWER PLUS Automatic Call Distribution ANSWER PLUS Mitel Networks Call Distribution Permits the use of Recorded Announcement Devices RADs and a uniform call distribution to hunt groups General Info
35. CP with integrated voice mail This system will provide high quality voice communications and advanced integrated applications that scale as needed Since the 3300 ICP is a VoIP system RGRE will save money wiring their new office in London since only one set of wiring needs to be installed for both the voice and data network In order to save on costly PSTN long distance charges RGRE s service provider decided to route all long distance traffic over the corporate WAN This was easily accommodated by the 3300 ICP s integrated IP Networking feature A 3300 ICP was installed in Toronto and was connected to the 3300 ICP in London via IP Networking In addition to realizing significant cost savings RGRE was able to take advantage of MSDN features across the network Due to the flexibility of the 3300 ICP SX 2000 peripherals are supported on the new platform The peripherals on the SX 2000 in Toronto will migrate and be connected to the 3300 ICP These peripherals will continue to support TDM phones providing investment protection for the existing equipment As the business grows new IP phones can be installed on the 3300 ICP OPS Manager will be installed in Toronto to centrally manage the network OPS Manager helps reduce operating costs by simplifying day to day system administration and network maintenance tasks such as station set moves adds changes directory management alarms management database backups remote maintenance and more Manager
36. Modules include LDAP Lightweight Directory Access Protocol LDAP enables synchronization of directories from various systems Enhanced Data Collection Utility Using this utility data can be collected directly from the 3300 ICP over the LAN Optional Hardware MDR 2000e Ethernet ISD The MDR 2000e collects stores and downloads information from remote or local telephone systems It uses TCP IP protocol to poll across your network This microprocessor based system can simultaneously handle call detail recording translation alarm monitoring and traffic data The MDR 2000e offers increased polling efficiency decreased equipment costs and cost savings on remote polling long distance charges Note Optional hardware may be required depending on configuration For detailed information refer to Mitel Networks 6200 Cost Management Solutions documentation General Information Guide Release 3 1 14 Mitel Networks 6300 Call Recording Solutions The Mitel Networks 6300 Call Recording Solutions provide contact centers with the tools they need to record calls for liability purposes and or evaluate the quality of agents work measure performance and improve the response of the agents Features of this solution include Call Recording Bomb threat Abusive call selective save Last Call Repeat Facility Instant Recall Terminal Quality Assurance browser based application overlays recording
37. N connectivity The system connects with the ISDN public network and data devices such as routers video conferencing equipment and servers by using Primary Rate Interface PRI or Basic Rate Interface BRI ISDN takes advantage of the following features to capture and control costs analyze peak periods and fine tune network resources accordingly for both voice and data calls ARS LCR Automatic Route Selection Least Cost Routing SMDR Station Message Detail Recording Min Max Traffic Control Per Call Service Selection Limited Toll Restriction Trunk Diagnostics NFAS Non Facility Associated Signaling Remote LAN Access General Information Guide Release 3 1 45 ISDN Primary Rate Interface ISDN Primary Rate Interface PRI has become the most cost effective enterprise solution for IT managers responding to increased demands for remote LAN access Internet and intranet access off site desktop and group video conferences and a host of other inbound and outbound data applications All inbound and outbound services that are usually obtained by using different trunk types such as INWATS OUTWATS FX Tie and DID can be accessed with a single ISDN trunk as a result the number of trunks can be reduced by 10 to 15 percent On outbound calls the system requests the required service from the Network The trunk takes on the requested characteristics for the duration of the call
38. Selection Enables attendant to choose the language of operation for the attendant console English French German or Italian General Information Guide Release 3 1 51 Feature Name Description Attendant Lockout Attendant Lockout prevents the attendant from re entering a call once the attendant has released Attendant Messaging Attendant Messaging lets you activate a message waiting condition on a station from the attendant console The condition can be queried or canceled by the attendant or by a station user with the appropriate Class of Service Attendant Metered Calls Attendant Metered Calls lets you use the attendant console to track the cost of outgoing trunk calls Attendant New Call Tone Attendant New Call Tone notifies you of new calls to the attendant console through an audible indication Attendant Position Busy Out See Attendant Busy Out Console Attendant Recall Attendant Recall automatically alerts the attendant when a trunk call has been extended to an idle station and not answered within a specified time out period or when a call on Hold at the console has not been answered within a selected time Attendant Ringer Control Attendant Ringer Control lets you mute the attendant console ringer When the attendant console ringer is muted incoming calls continue to be indicated by the Call Waiting prompt at the top of the display Attendant Scratch Pad The Attendant Scratch Pad is your own personal t
39. System System Speed Call lets you dial stored system numbers Speed Dial See Speed Call Station Message Detailed Accounting SMDA Station Message Detailed Accounting SMDA lets the system accumulate meter pulses up to an assigned buffer size that can be read printed and cleared from a console You can collect meter pulses by using either a device device meter unit accumulation or an account code account code meter unit accumulation Station To Station Dialing Station To Station Dialing lets you dial any other station directly General Information Guide Release 3 1 60 Feature Name Description Suite Service Suite Service provides the ability to group a number of telephone lines through interconnected hotel motel rooms or suites for the purposes of billing and shared telephone service Swap Swap lets you temporarily suspend a telephone call while you originate a new call Once the new call has been established you can alternate between the two calls Switchhook Flash See Flash Switchhook System Access Authorization Administrative access to the system is controlled by passwords Different passwords are assigned for each of the five levels of access System Alarm Indications See Alarms and Attendant Console Status Display System Fail Transfer See System Fail Transfer T1 D4 Provides support for T1 Channel Associated Signaling A Dual T1 card is required TAPI Support Supports MiTAI and TALK
40. TO TAPI computer telephony interfaces Tandem Trunking The system can transparently interconnect trunk circuits originating from one CO or PBX and terminating on another tandem trunking without attendant intervention Telephone Directory Privacy Option Any extension number in the system telephone directory can be designated as private When an extension number is private the number is not displayed on other users telephones Tie Trunk Support Tie trunks terminate on the attendant console at station sets in hunt groups or on night bells They may also be arranged as dial in tie trunks or tandem trunks Like CO trunks tie trunks are arranged in groups Timed Reminder See Reminder Toll Control Toll control allows or denies access to specified routes CO exchanges and directory numbers Tone Demonstration Tone Demonstration lets you hear the tones provided on the system Tone Detection The system can detect and analyze call progress tones that originate from the central office during the course of a trunk call Tone Plan Flexibility Call progress and supervisory tones generated within the system are programmed to meet the requirements of the telephone authorities of the country in which the system is installed Traffic Reporting Provides traffic reports based on system usage to allow better system resource management Transfer Transfer lets you move a call from one telephone to another Before completing a Tran
41. Table of Contents ii Table of Contents iii INTRODUCTION 1 Disclaimer 1 Trademarks 1 Copyright 1 OVERVIEW 2 Product Overview 2 System Architecture 3 SYSTEM 4 Physical System Features 4 Controller 4 Mitel NetworksTM 3300 Controller
42. Us per hour Air Flow 150 cubic feet per minute at maximum output of the fans Acoustic Emissions Maximum 50 dBA continuous 75 dB intermittent lt 10 duty cycle Conversion factors 1 watt is equal to 3 412 BTUs per hour 1 ton of refrigeration is equal to 12 000 BTUs per hour or 3 516 Kilowatts and 3 4 Kilowatt hour is equal to 1 ton of refrigeration General Information Guide Release 3 1 11 Dimensions and Weights Component Height Width Depth Weight 3300 Controller 2 75 in 7 cm 19 0 in 48 3 cm 15 5 in 39 4 cm 16 19lbs 7 35kg 3300 Universal NSU 1 75 in 4 45 cm 19 in 48 3 cm 15 5 in 39 4 cm 9 25lb 4 2kg 3300 R2 NSU 1 75 in 4 45 cm 19 in 48 3 cm 15 5 in 39 4 cm 9 63lb 4 37kg 3300 BRI NSU 1 75 in 4 45 cm 19 in 48 3 cm 15 5 in 39 4 cm 9 57lb 4 34kg 3300 Universal ASU 1 75 in 4 45 cm 19 in 48 3 cm 15 5 in 39 4 cm 10 54lb 4 79kg 3300 ASU 1 75 in 4 45 cm 19 in 48 3 cm 15 5 in 39 4 cm 9 98lb 4 53kg Tone Plans The system supports tone plans for the following countries North America United Kingdom Latin America Argentina Chile Mexico For detailed information refer to the technical information in the Hardware User Guide General Information Guide Release 3 1 12 Applications System App
43. XNET over PRI Q Sig and MSDN DPNSS The protocols supported by the E1 interface are Q Sig Euro ISDN XNET over PRI DASS II and MSDN DPNSS The 3300 Universal NSU connects to a 3300 Controller by using a fiber cable Additional digital trunk capacity can be added to the 3300 ICP by chaining two NSUs together via the Copper Interface Module CIM connection using a Category 5 crossover cable For detailed information on the hardware specifications refer to the Hardware User Guide Mitel Networks 3300 R2 Network Services Unit The Mitel Networks 3300 R2 NSU provides connectivity to R2 trunks with MF R2 digital trunk signaling Up to two links are supported by a single 3300 R2 NSU The 3300 R2 NSU connects to a 3300 Controller by using a fiber cable Additional R2 trunks can be added to the 3300 ICP by chaining two NSUs together via the Copper Interface Module CIM connection using a Category 5 crossover cable General Information Guide Release 3 1 6 For detailed information on the hardware specifications refer to the Hardware User Guide Mitel Networks 3300 BRI Network Services Unit The Mitel Networks 3300 BRI NSU provides connectivity for Basic Rate ISDN BRI transport for both data and voice traffic It is available in North American and European variants The North American variant supports user side interfaces The European variant supports both network and user side interfaces The 3300 BRI NSU supports 15
44. abling users to see who called in their absence Bookmarks allow quick access to a customized list of URLs Services allow the administrator to program corporate URLs that can be accessed easily through the 5140 IP Appliance For detailed information refer to the Mitel Networks 5140 IP Appliance help system General Information Guide Release 3 1 26 General Information Guide Release 3 1 27 Mitel Networks 5410 Programmable Key Module The Mitel Networks 5410 Programmable Key Module provides 12 additional personal keys for a 5020 IP Phone They can be programmed as feature keys speedcall keys Direct Station Select keys or as a line appearance key Each key has a Line Status Indicator that works the same way as those on the associated telephone The 5410 PKM unit connects to a 5020 IP Phone by using a Mitel Networks PKM Interface Module IM The PKM IM is installed separately at the base of telephone and is only compatible with 5020 IP Phones General Information Guide Release 3 1 28 Mitel Networks 5415 Programmable Key Module The Mitel Networks 5415 Programmable Key Module provides 48 additional feature keys for a 5020 IP Phone They can be programmed as feature keys speedcall keys Direct Station Select keys or as a line appearance key Each key has a Line Status Indicator that works the same way as those on the associated telephone The keys can be programmed through the telephone The 5415 PKM
45. age to generate a queued Callback from a contact center agent Intelligent Call Routing allows calls to be routed based on ANI DNIS time of day or current queue conditions Call Detail Reporting General Information Guide Release 3 1 18 Mitel Networks 6170 Contact Center Quality Monitoring Mitel Networks 6170 Contact Center Quality Monitoring provides contact centers with the tools required to record calls for liability purposes and or evaluate the quality of an agents work measure performance and improve the response of the agents Call Recording features include 8 128 channels Support for thousands of networked channels TCP IP NET BIOS Token Ring Ethernet support Standard 1000 hour hard disk Loop Playback facility Remote diagnostics and service Simultaneous record and playback from the active archive media Record Mode Cascade Sequential or Parallel Compression Rate 15 24 32 40 64 Kbps selectable per channel Quality Monitoring features include Split screen master detail hierarchy for all information at a glance Organized Agents and supervisors with all relevant data into organizational structure Easy custom forms generation for evaluating and grading quality on your criteria Sessions playback in full multi media integrated through browser for easy evaluation Full multimedia support for voice email web chat
46. ail distribution Emails are sent to one address and the application manages the distribution based on agent availability and skill level The process is similar to the way that Automatic Call Distribution works for telephone calls Features of this application include Email auto acknowledgement Automatic email routing Customer tracking Multimedia Reporting Multimedia real time monitoring Mitel Networks 6160 Intelligent Queue Mitel Networks 6160 Intelligent Queue enhances Mitel Networks 6110 Contact Center Management 6160 IQ is an intelligent recorded announcement device RAD that allows call centers to customize which messages callers will hear based on the time date and or number of callers in the queue The application is managed through a web based interface with WAV file recordings The following additional options are also available Static RAD TIQ TALK provides intelligent messaging to the caller based on real time ACD information supplied by the 6110 CCM application Smart Messaging provides callers with time of day day of week and exception based messaging Smart Choice auto attendant feature Web Callback provides web users with the capability of entering their telephone number into a web page and generating a queued Callback from a contact center agent Voice Message Queuing provides callers the option of entering their telephone number and a voice mess
47. are supported by the 3300 Universal ASU the 3300 ASU and the ONS line card in the peripheral cabinet Off Premises OPS Lines 48V per port are for industry standard telephones where the external loop resistance exceeds 600 ohms or where lightning surge protection is required The maximum resistance on an OPS line must be 1800 ohms or less and the loop length must be 19 000 feet 5800m or less on 26 gauge wire These lines are supported by the OPS line card and are only available if a peripheral cabinet is installed Digital Network Interface DNI Lines provide an interface for Mitel Networks digital telephones and consoles The maximum loop resistance on a DNI line must be 280 ohms or less and the loop length must be 3300 feet 1000m or less on 26 guage wire These lines are supported by the DNI Line card and are only available if a peripheral cabinet is installed Trunks The system can connect to the Public Switched Telephone Network PSTN or to private networks over both digital and analog trunks The following digital links are supported DS1 Links The system supports D4 Q Sig MSDN DPNSS Primary Rate ISDN DM 250 DMS 100 Bellcore National ISDN 4ESS NI 2 5ESS NI2 NI13 and XNET over PRI protocols The system connects to DS1 links through the 3300 Universal NSU E1 Links The system supports DASS II MSDN DPNSS Q Sig Primary Rate ISDN Euro ISDN CTR4 and XNET over PRI protocols The system co
48. between the telephone and the PDA Manual Maker Manual Maker is a tool for creating customized user guides Using this tool users can produce a user guide that is tailored to specified system model programmed features and feature activation methods Manual Maker also provides user guides for attendant consoles voice mail ACD and subattendant features Manual Maker is available on CD ROM or via the Internet General Information Guide Release 3 1 20 Peripherals Peripherals The 3300 ICP system supports any of the following Mitel Networks peripheral devices Mitel Networks 5001 IP Phone Mitel Networks 5005 IP Phone Mitel Networks 5010 IP Phone Mitel Networks 5020 IP Phone Mitel Networks 5140 IP Appliance Mitel Networks 5410 Programmable Key Module Mitel Networks 5415 Programmable Key Module Mitel Networks 5303 Conference Phone Mitel Networks 5305 IP Office Conference Unit Mitel Networks 5310 IP Board Room Conference Unit Mitel Networks 5423 IrDA Module Mitel Networks 5550 IP Console The following accessories are supported Mitel Networks 3300 In Line Power Unit Mitel Networks 5485 IP Paging Unit The following legacy telephones and consoles which are available for purchase can be used if a peripheral cabinet with a DNIC card is connected to the system SUPERSET 4001 SUPERSET 4015 SUPERSET 4025
49. ce Access 9 Toll Control 9 System Administration Tool 8 System Architecture 3 System Management Tools 8 T TAPI 12 Tone 11 Traffic and Performance 46 Trunks 43 46 General Information Guide Release 3 1 71 U User Guides
50. cific external directory numbers It also provides Class of Restriction COR and Class of Service COS features that can substantially reduce the risk of toll abuse Features that have a risk of toll abuse are Public Network to Public Network Connection Allowed permits or restricts trunks being connected together Call Forwarding External Destination allows or restricts extension user to forward calls to external trunks Automatic Route Selection allows or restricts on a per user or system basis access to directory numbers based on a users job function note 1 800 calls are usually free calls but some central offices can allow the reversal of 800 charges so that they are toll calls for your company As a deterrent to toll abuse by internal callers Station Message Detail Recording SMDR can be used to track calls from within your company giving detailed information including the originating extension number time duration and number dialed SMDR record access should be restricted as with any other function Authorized Maintenance Access Authorized access to the system tools provides protection for various administration commands from unauthorized users The web based system tools are System Administration Tool Group Administration Tool Desktop Tool Each user is given a login name password extension number and language preference All systems should have all levels of passwords and login name
51. ction lets you choose which group of incoming calls to answer first each group is selected by pressing a softkey on the attendant console Attendant Conference Attendant Conference lets the attendant set up one or more conference connections between central office trunks and internal stations Attendant Consoles See Peripherals Attendant Consoles Multiple Multiple Attendant Consoles can be supported Attendant Console Firmkeys Attendant Console Firmkeys on your console can be programmed as one of the following feature keys Phonebook Guest Service Hotel Motel Trunk Status Alarm SMDA Select Option or blank no application Attendant Console Status Display Attendant Console Status Display on each attendant console displays various parameters such as Day Night Service Attendant Status and Alarm Status Attendant Directory Number Attendant Directory Number lets you dial an attendant directory number typically 0 to reach the attendant Separate directory numbers can be programmed for each attendant console Attendant Help Attendant Help provides online assistance Attendant Hold Hold lets you temporarily suspend a telephone call While the call is on Hold you can use the other telephone features Attendant Identity Information Display Attendant Identity Information Display lets you view the console s prime directory number the PB software version and the console s hold slot number Attendant Language
52. ding moves adds and changes Integrate the network telephone directory with a network directory service database Schedule automatic upgrades database saves and database restores Monitor alarm status messages that are automatically reported from the network Audit the status of the managed devices Perform remote programming and maintenance Locate unused directory numbers and unused circuits OPS Manager is available as software only installed on a user dealer provided server Note OPS Manager is a Java based application that supports multiple client stations Therefore you can access the application through a Netscape Communicator 4 05 browser or a Microsoft Internet Explorer browser from any Windows NT Windows 95 98 or Windows 2000 workstation on the network Mitel Networks 6200 Cost Management Solutions The Mitel Networks 6200 Cost Management Solutions provide end users with useful facts about information travelling on their voice and data networks Using this information companies can increase efficiency and reduce costs The 6200 Cost Management Solutions are an application portfolio for monitoring and managing communication resources Mitel Networks has two Cost Management Solutions available Mitel Networks 6210 Cost Management General Business Call Accounting Mitel Networks 6220 Cost Management Hospital Call Accounting Hospitality Education Public Health Optional
53. eXML Voice Extensible Markup Language technology that allows interaction with the Internet by using voice commands Enterprise Voice Portal enables rapid creation and modification of voice enabled web sites for enterprises Adding the power of voice access to web sites provides access to anyone with a telephone It can be used to power applications such as Voice activated dialing Telephone access to corporate intranets Database access for queries such as parcel tracking news weather and stock quotes During a single telephone call users can surf a web site by using voice commands and link to other related sites Mobility The Mobility feature provides users with the ability to redirect the 6500 SE Applications calls made to their default number to one of their other programmed numbers or to a temporary number While Mobility is enabled all calls made to the users default are directed to the reach me at number However if a caller specifically requests the users cellular phone pager facsimile or home phone then the call is directed to the requested number Calendar amp Task Management Calendar amp Task Management provides users with access to their Calendar and Task lists using spoken commands Users can also review their message lists create modify or delete appointments meetings or tasks Fax Integration Fax Integration provides users with the ability to sort their message mail by type and can forwa
54. ect Page Direct Page allows you to page another telephone over its built in speaker See Off Hook Voice Announce Direct Station Select Busy Lamp Field DSS BLF A Busy Lamp Field BLF allows the status of a directory number to appear on the line status indicator of a telephone or Programmable Key Module The monitored device may be on the same system or another system within the same cluster The key associated with the busy lamp acts as a Direct Station Selection DSS key Display Contrast Control Display Contrast Control lets you adjust the contrast of the alphanumeric display DNI Allows the programming of Mitel Networks digital devices Do Not Disturb Do Not Disturb DND lets you place your set in an apparent busy condition without affecting the outgoing functionality If someone calls your set while DND is activated he or she will hear special busy tone DTMF Keypad Support DTMF Keypad Support lets ONS OPS extensions use all 16 keys on a 4x4 DTMF keypad The additional row of four keys ABCD is used to access features in the system General Information Guide Release 3 1 55 Feature Name Description Emergency Services Allows an Emergency Services number to be dialed which sends a Customer Emergency Services ID CESID from the system to the Public Safety Answering Point PSAP The CESID is used as a key in the Automatic Location Information ALI database to retrieve a database record indicating the preci
55. elephone directory and Speed Dial list Use it to save telephone numbers for faster dialing or to store the names and numbers of callers for future reference Attendant Serial Call Attendant Serial Call automatically returns a call to the attendant console when the caller finishes with the called party Attendant Setup and Cancellation of Station Features The attendant can setup and cancel certain station features such as Call Forward Do Not Disturb Callback and Reminder Attendant System Login The attendant has access to some programming functions from the attendant console To access these programming functions the attendant must log on Attendant Tone Signaling Attendant Tone Signaling lets the attendant send tones over the circuit once a call has been established Attendant Trunk Group Busy Status Attendant Trunk Busy Status Display lets you display and or print the busy status of the system trunk groups from the attendant console Auto Answer Auto Answer lets you automatically answer calls that ring your Prime line Auto Hold Auto Hold lets you automatically place an active call on Hold when you press a line key to originate or receive another call Automatic Route Selection ARS Automatic Route Selection ARS simplifies local and long distance dialing by automatically selecting the most convenient and cost effective route and by inserting and or deleting the proper routing digits Autovon Allows the system
56. ent teamed with a Mitel Networks VAR to evaluate and implement an integrated communications solution that would meet their needs today and into the future The foundation of the solution was the Mitel Networks 3300 Integrated Communications Platform ICP The 3300 ICP provides voice communications equal or superior to today s best PBXs all based on leading edge Voice over IP VoIP technology The 3300 ICP supports all the call features and reliability upon which Mitel Networks has built its reputation for almost 30 years and supports many new features and applications as well The Mitel Networks 6500 Speech Enabled Unified Messaging solution was selected to allow the sales team to efficiently manage messages voice e mail and fax ensuring customer satisfaction With a single message store the 6500 SE Unified Messaging uses natural speech navigation of the inbox for e mail voice mail and fax This provides the user with the flexibility to manage messages based on sender date or type It further allows the user to forward or reply to the message with voice or to simply return the call without having to look up the number through tight integration with Microsoft Exchange To further enhance productivity users can check their calendar make appointments and meeting requests and create tasks all through the voice user interface Being able to manage messages like this while on the road allows sales people to keep in touch and close more business whi
57. er Scheduling solution management can create customized schedules for agents ensuring the right amount of staff to maintain their required service levels Because of its modular design the 3300 ICP can keep up with RGA as their business grows by clustering 3300 ICP controllers to support thousands of users General Information Guide Release 3 1 64 Multiple Site The Customer Excellent Advertising EA is a Park Avenue advertising firm with a reputation for putting together innovative cutting edge advertising campaigns In addition to its head office in New York they have a large branch office in San Francisco that takes care of the West Coast practice The nature of the advertising business requires that large files be transferred between the East West Coast offices all the time A robust corporate WAN has been put in place to support this need The Problem Excellent Advertising EA is concerned that their cost of doing business is getting out of control Their long distance bills are spiraling upwards and managing two independent PBXs is becoming increasingly difficult Employees complain about wasted time dialing network access codes to call their colleagues on the other side of the country The sales team cannot keep up with messages left by clients as they travel developing new business The managing partners have decided that their legacy telecommunications equipment is starting to impact their ability to be successful It was
58. er pitch control Message waiting lamp General Information Guide Release 3 1 34 SUPERSET 4015 The SUPERSET 4015 telephone connects to the DNI card in the peripheral cabinet It is a multiline digital telephone with Twenty character alpha numeric liquid crystal display LCD Seven line keys each with a built in line status indicator Six fixed function keys SuperKey Cancel Hold Redial Transfer Conference and Message Automatic selection of prime line or ringing line Key selection of non prime line Handset and ringer volume controls Up Arrow and Down Arrow Ringer pitch control Message waiting lamp General Information Guide Release 3 1 35 SUPERSET 4025 The SUPERSET 4025 telephone connects to the DNI card in the peripheral cabinet It is a multiline digital telephone with Twenty character alpha numeric liquid crystal display LCD with contrast control Three softkeys for feature access Fourteen line keys each with a built in line status indicator Eight fixed function keys SuperKey Cancel Hold Redial Transfer Conference Message Microphone and Speaker Automatic selection of prime line Key selection of non prime line Handsfree operation half duplex Handset speaker and ringer volume controls Up Arrow and Down Arrow Ringer pitch control Message waiting lamp The SUPERSET
59. f the activity and state transitions of extensions HCI CTI Basic Telephony Permits a host computer application to initiate and clear calls on behalf of an extension on the system through X 409 X 410 and X 25 protocols Headset Operation Headset Operation lets you use a Headset to make and receive telephone calls Hold Hold lets you temporarily suspend a telephone call While the call is on Hold you can use the other telephone features The call can be either retrieved at the originating telephone or another telephone Hold on Hold This feature allows both parties of a two party call to put the call on Hold Hotel Motel Provides features commonly used by hotels motels hospitals as well as a Property Management Interface General Information Guide Release 3 1 56 Feature Name Description Hotline Hotline limits your access to a designated answer point The system automatically dials the answer point when you go off hook The designated answer point can be another station an attendant a trunk or a hunt group Hunt Groups Hunt Groups let you dial a pilot number and have the call completed to the first idle station in a group of stations Any station within a Hunt Group may be accessed directly by dialing the station number Intercept Handling Intercept Handling lets the system control what happens to a call when the call cannot be completed to the required destination A call may be routed to a tone or to a d
60. functionality is only required between the IP and non IP networks All traffic is switched with minimum conversion between packet and traditional telephony to provide optimum voice quality in all call scenarios General Information Guide Release 3 1 4 System Physical System Features The 3300 ICP components have the following common physical features External Casing all of the components may be stacked or rack mounted in a 19 inch rack Power Supply each unit has its own Standard Male IEC AC input connector for power LEDs all LEDs are located on the front of the units for visual indication of circuit status Controller Mitel Networks 3300 Controller The Mitel Networks 3300 Controller provides the voice signaling central processing and communications resources for the system It also houses an optional integrated voice mail system The 3300 Controller contains a hard drive two RS 232 ports DB 9 connectors a remote alarm port 64 or 128 channels of echo cancellation a Stratum 3 clock and a power fail protected real time clock For specific details on the 3300 Controller hardware refer to the Hardware User Guide The 3300 Controller connects to Network Services Units NSUs using multi mode fiber terminated on an ST connector The 3300 Controller connects to Analog Services Units ASUs by using copper cables terminated on an RJ 45 connector The 3300 Controller connects to the customer s L
61. g lets you distinguish between incoming internal calls incoming trunk calls tie line calls and Callbacks by using different ringing patterns cadences Ringing Discriminating Optional Optional Discriminating Ringing lets you change the Discriminating Ringing patterns on ONS OPS lines so that you hear internal ringing 1 second on and 3 seconds off for both internal and external calls Ringing Line Select Ringing Line Select lets you answer any ringing line by going off hook SMDR External Collects data for outgoing and incoming trunk calls SMDR Internal Collects data for calls made between stations within the system SNMP Agent Simple Network Management Protocol SNMP governs the management and monitoring of network devices and their functions Speech Recognition Softkey Support Provides quick and easy access to the Speech Recognition voice recognition system Speaker Volume Control Speaker Volume Control lets you adjust the volume of the telephone speaker Speed Call Keys Speed Call Keys let you store and dial frequently used numbers by using the personal keys on your telephone Speed Call Pause When the system encounters a Pause while dialing a Speed Call string the system ceases dialing for the duration of the Pause When the Pause ends dialing resumes Speed Call Personal Personal Speed Calls let you store and dial frequently used numbers by using access codes and index numbers Speed Call
62. her to form a virtual private network Q SIG supports both incoming and outgoing calls for the systems Universal Network Services Unit Recall Recall lets an incoming caller who has been transferred to an idle station and not answered within a specified time out period call back the last party who handled the call Similar time out Recalls occur for parties who were transferred to busy stations or who were placed on Hold Recall Button See Ground Button Redial Redial lets you automatically dial the last number that you manually dialed General Information Guide Release 3 1 59 Feature Name Description Redial Saved Number Redial Saved Number lets you save a number for future dialing The number remains saved until a replacement number is saved Release Release lets you forcibly release from an attempted connection to an external party without going on hook Release is useful when you encounter a busy or unavailable external party that you are attempting to add to a Conference Reminder Reminder lets you program your set to ring and provide a message at a specified time within the 24 hour period Remote Wake up Calls Wake up calls can be set or cancelled remotely from a telephone or attendant console using the Hotel Motel Room Remote Wake up Call feature access codes Ringer Control Ringer Control lets you adjust the volume and pitch of the telephone ringer Ringing Discriminating Discriminating Ringin
63. ilt in line status indicator Four fixed function keys SuperKey Hold Redial Speaker and Microphone Built in RS 232 interface for a computer connection Automatic selection of prime line Key selection of non prime line Handsfree operation full duplex if AC adapter is plugged in Handset speaker and ringer volume controls Up Arrow and Down Arrow Ringer pitch control Message waiting lamp The SUPERSET 4150 also accepts PKM Interface Module that lets you connect to additional devices General Information Guide Release 3 1 38 Consoles SUPERCONSOLE 1000 The SUPERCONSOLE 1000 attendant console is used to perform call handling functions as well as some maintenance and administrative functions such as moves and changes The 4 line by 80 character alphanumeric display shows source and destination information time and date information call waiting information and station information such as COS and COR values Macros can be programmed to facilitate the transfer of calls to voice mail recover calls released to the wrong extension dial frequently called numbers using one button The SUPERCONSOLE 1000 connects to the DNI card in the peripheral cabinet The console has Fourteen hardkeys Four programmable firmkeys for access to purchased options such as Hotel Motel Ten softkeys A dial pad for both alphabetic and numeric input Backlit d
64. ion This alarm invokes System Fail Transfer Major indicates a fault that affects service to many users This alarm usually results in a major degradation in service and needs attention to minimize customer complaints Minor indicates any fault that does not fall into either of the above two classes When the system is not 100 operational a minor alarm is raised It may require the attention of a repair person but it is not urgent Examples of a minor alarm include the loss of a single line or trunk circuit An alarm condition is cleared when the fault is corrected Circuit Indicators The system has Light Emitting Diodes LEDs on the front of each component that indicate the status of the power trunk circuits line circuits message links and alarm status as applicable For details refer to the Hardware User Guide System Management Tools The system has the following programming tools that have been designed for different levels of user System Administration Tool provides a web based interface that trained technicians use to program the system It requires Microsoft Internet Explorer 6 0 or later Group Administration Tool provides a web based interface that enables administrators and receptionists to make changes to user information It requires Microsoft Internet Explorer 5 5 or later Desktop Tool provides a web based interface that enables IP telephone users to program their telephone feature ke
65. irectory number Two alternate destinations may be programmed for each condition Interconnect Restrictions Each peripheral device is assigned an Interconnect Number that is used to restrict one device from connecting with another Interconnect Restrictions can be used to restrict access to certain trunks stations or equipment i e data communications equipment The restriction is also a function of the direction of the call IP Networking IP Networking allows calls to be placed or received over an IP trunk originating from either an IP endpoint or a non IP endpoint Key System Groups See Groups Key System and Multicall Language Change Language Change lets you change the language of the telephone softkeys and prompts to any one of the following languages English French Italian German Spanish or Dutch Line Types and Appearances Line appearance keys are single or shared lines that appear on the telephone programmable keys There are three types of lines Prime Non Prime and No Where Prime Line Appearance Ring Types Each line appearances can be programmed to ring in a different manner Maintenance The system provides extensive maintenance coverage All types of peripheral hardware are periodically tested by the system Maintenance users may also test individual circuits on demand Meet Me Answer Meet Me Answer lets a paged party respond to a Group Page even if they do not know the identity or location of the paging
66. isplay Volume controls Integral handset Connector for a headset An RS 232 serial printer port General Information Guide Release 3 1 39 Mitel Networks 5550 IP Console The Mitel Networks 5550 IP Console is an advanced PC based console and administration application It has a highly intuitive Graphical User Interface GUI including screen based call status and call handling prompts A telephony keypad and dual handset headset jack provide fast efficient attendant call handling on the Mitel Networks 3300 ICP This application is ideal for both departmental and enterprise attendants requiring fast and easy access to call processing functionality and the ability to use other applications in the off peak traffic hours Some of the console features include Specialized telephony keypad for dialing call processing and access to 3300 ICP features and applications Highly intuitive Graphical User Interface GUI One button access to programmable key functions On screen scratch pad window for note taking and messaging and storage of speed dial numbers On screen bulletin board for sharing information with other 5550 IP Console attendants on the system Retrieve key to retrieve calls forwarded to the wrong extension Single Key to transfer calls to voice mail Language Support for English French and Spanish The 5550 IP Console is sold with all the parts a
67. ity prevents users from using Override on your station Paging Paging lets you connect to loudspeaker paging equipment to access individual paging zones or all paging zones simultaneously Before you are connected to the paging equipment you will hear a two second burst of tone Phonebook Phonebook lets you locate and telephone a system user based on his or her name extension number department and or location PRI Primary Rate ISDN Describes the options supported by the Universal Network Services Unit These options include Min Max Automated Min Max NFAS Non Facilities Associated Signaling D channel Backup and Remote LAN Access Printer Support The system has complete RS 232 printer flexibility Any printer port may be programmed for any application The system supports both system printers for its own applications such as SMDR and maintenance and dedicated data communications printers Priority Queuing Priority Queuing ensures that calls are handled in order of priority When internal or external callers must wait for calls to be completed they are placed into a queue and assigned an access priority Privacy Release Privacy between users who share line appearances in key systems groups is automatic The privacy release feature allows users to release privacy during a call to allow another member of the key system group to intrude on the call Q SIG A protocol that allows you to connect a minimum of two systems toget
68. l over all elements anytime and from anywhere Mitel Networks 6500 Speech Enabled Unified Messaging lets users selectively navigate their unified inbox using natural voice commands Sales staff calling in to the unified messaging system can reply to forward and return calls and messages from any location This allows sales staff to immediately reply to an urgent message from a valued client instead of having to answer all messages sequentially in the order that they arrived This results in superior customer service and client satisfaction General Information Guide Release 3 1 66 Installed Base Migration The Customer Really Good Real Estate RGRE is a Toronto based company that provides commercial real estate management and leasing The business has seen steady growth in the past 5 years and now management has decided to expand to Europe The Problem Initially RGRE will open an office in London Management is concerned that they may have trouble managing the costs of their telecommunications infrastructure Most of their experienced staff will remain in Canada and so they expect a high volume of overseas long distance calling RGRE currently owns a Mitel Networks SX 2000 and wants to ensure that they maintain and future proof their investment as they expand The Solution General Information Guide Release 3 1 67 Central to RGRE s solution is the Mitel Networks 3300 ICP The new switch in London will be a 3300 I
69. le on the road Next it was decided to provide in building mobility to technicians responsible for troubleshooting assembly lines and desktops The Mitel Networks 3300 ICP supports Symbol Spectrum24 and Netvision allowing users full mobility while keeping in touch Being able to make and receive calls from anywhere in their facility allows technicians to consult with colleagues about a problem as they are working on resolving it This ensures efficient problem resolution saving a technician hours per week And because the system is IP based technicians can easily check the trouble ticket database to ensure the next ticket they solve is a high priority so that their time is spent on problems with the highest business value The integrated ACD functionality of the 3300 ICP combined with the Mitel Networks 6100 Contact Center Solutions CCS applications provides management with the tools required to efficiently manage their contact center The Mitel Networks 6110 Contact Center Management CCM application keeps managers abreast of issues affecting service in real time In conjunction with the 6110 CCM the Mitel Networks 6115 Interactive Contact Center application is the perfect solution to manage RGA s multiple queues and erratic call volumes Through their web browser supervisors can remove ACD queues from service in times of low call volume and return them to service when the inbound call traffic increases Using the Mitel Networks 6120 Contact Cent
70. lications Applications Interfaces The following application interfaces are supported on the 3300 ICP system TAPITM Microsoft s TAPI Telephony Application Programming Interface is supported for desktop applications or client server applications MiTAITM The Mitel Telephony Applications Interface MiTAI is an Applications Protocol Interface API that allows third party developed CTI applications to interface with the Mitel Network s call control A programmer s toolkit plus run time software is also available which enables developers to create computer telephony applications For additional information refer to Mitel Networks Enabling Technology documentation Automatic Call Distribution ACD The 3300 ICP provides fully integrated ACD functionality that includes call distribution agent mobility management and reporting feature configuration administration and recorded announcement devices RADs The system also supports ACD functions over the MSDN DPNSS digital network to allow multi site working Agents at different locations service calls on the network independently of where they entered the network Additional functionality can be added by using the Mitel Networks 6100 Contact Center Solutions product line Voice Mail The 3300 ICP includes a complete voice mail system designed to improve communication between your company clients customers and employees Programming is completed by using the System
71. n Hold music source through the speaker of the telephone Music On Hold Music On Hold provides callers with music while they are waiting for a call to be completed Music On Hold is provided when a call is on Hold when a call is transferred to a busy party or when a call is in Call Waiting for a station The customer provides the music source Networking The system supports both analog and digital networking See Node ID Recognition and Uniform Numbering Plan Networked ACD Networked ACD supports ACD functions over a Mitel Switched Digital Network MSDN Agent groups at different locations on different systems may service calls on the network independently of where the call first entered the network Networked Group Page Group Paging can be completed across a network or cluster This allows a set on system A to page a specific group defined on system B NI3 Calling Name Delivery NI3 Calling Name Delivery allows the called party to see the name of the caller on the telephone display screen if the caller has programmed Calling Name to Allow through IMAT NI3 supports both incoming and outgoing calls for the system T1 card and is supported by the 3300 Universal NSU Night Service Night Service lets you redirect calls to alternate answer points for individual trunks The answer point used depends on the selected mode of operation Day Night 1 or Night 2 Night Service Automatic Automatic Night Service places the system into
72. n the IP telephone For more information refer to the documentation that is shipped with the unit and the Mitel Networks 3300 In Line Power Unit User Manual CAUTION Follow all installation instructions and observe all safety precautions contained in the safety documentation provided with the 3300 In Line Power Unit Refer servicing to qualified service personnel only General Information Guide Release 3 1 42 Mitel Networks 5485 IP Paging Unit The Mitel Networks 5485 IP Paging Unit is an optional module that provides paging functionality on the system The 5485 IP Paging Unit can be a stand alone or a wall mounted unit There are two LEDs that provide basic status information The unit is powered by a 24 VDC power adapter which is supplied Each IP Paging Unit supports one paging zone For detailed information refer to the Hardware User Guide General Information Guide Release 3 1 43 Network Lines and Trunks Lines The system supports the following types of internal voice lines A 10 100BaseT Ethernet connection is required for Mitel Networks IP telephones to connect through an Ethernet LAN to a 3300 Controller These lines are supported by the 3300 controller On Premises ONS Lines 24V per port are for industry standard DTMF analog telephones The external loop resistance on an ONS line must be 600 ohms or less and the loop length must be 5000 ft 1500m or less on 26 gauge wire These lines
73. nd software that will enable it to run on a customer supplied PC This PC should have as a minimum 450MHz or faster Pentium compatible processor Microsoft Windows 2000 Professional Microsoft Windows 98 or Microsoft Windows Millenium 128MB of available RAM 4GB hard drive 17 inch SVGA monitor CD ROM drive AT 101 enhanced keyboard mouse and a VLAN aware Network Interface Card NIC The package includes the following items Keypad AC Power adapter Mitel Networks 4000 series handset and cord Handset Cradle Ethernet cable 10 100BaseT A CD ROM containing the application software Designation labels for the programmable keys Quick Start Guide Installation Guide General Information Guide Release 3 1 40 General Information Guide Release 3 1 41 Accessories Mitel Networks 3300 In Line Power Unit The Mitel Networks 3300 In Line Power Unit provides power and data communication over an Ethernet network it eliminates the need for AC outlets and AC adapters for IP telephones Each unit can be used to provide remote power feeding for 24 IP telephones from a centralized universal 110 220V 60 50Hz AC input The 3300 In Line Power Unit is connected in series to an Ethernet switch The data output jack on the switch connects to the input jack on the 3300 In Line Power Unit and the data power output jack on the 3300 In Line Power Unit connects to the data input jack o
74. nnects to E1 links through the 3300 Universal NSU R2 Links The system supports the CCITT Blue Book Volume IV Fascicle VI 4 Specifications of the Signaling System R2 Recommendations Q 440 to Q 490 with the exception of Echo Suppression Q 479 Test Calls Q 490 and international signals The system connects to R2 links through the 3300 R2 NSU PRI Links The system supports DM 250 DMS 100 Bellcore National ISDN 4ESS NI 2 5ESS NI2 NI13 and Euro ISDN CTR4 protocols The system connects to PRI links through the 3300 Universal ASU or the PRI card in the DSU cabinet BRI Links The system supports Euro ISDN 2B D Basic Rate Interface or the North American ISDN 1 and ISDN 2 protocols The system connects to BRI links through the 3300 BRI NSU or the BRI card in the DSU cabinet The following analog trunks are supported Analog CO trunks interface to the system by using the Loop Start LS ports on the 3300 Universal ASU or the Loop Start Ground Start LS GS card in the peripheral cabinet General Information Guide Release 3 1 44 E amp M trunks interface to the system using the E amp M trunk card in the peripheral cabinet The card can be configured for either 2 wire or 4 wire operation Type 1 through Type V circuits are supported Direct Inward Dial and Tie trunks interface to the system through the DID Loop Tie trunk card in the peripheral cabinet IP Networking IP Networking pr
75. oice Trunk Labels Trunk Labels may be assigned to individual trunks or groups of trunks When a trunk call appears at an attendant console the trunk label and trunk number are displayed Trunk Select Direct Direct Trunk Select lets you access an outside trunk for the purposes of originating and receiving external calls Because the trunk is assigned to a line appearance you can access the trunk to make or answer calls without the need for trunk access codes Trunk Support The system supports most public network trunk types both analog and digital Uniform Numbering Plan The system supports the use of a network Uniform Numbering Plan that allows you to use the same digits to reach a station from any location in the network Universal Port Orientation All peripheral interface ports are identical as a result the system is flexible and can accommodate various different system configurations Voice Mail The system has its own integral voice mail system that supports up to 750 voice mail boxes Voice Mail Interfaces Most voice processing systems work in conjunction with the system The system provides the following voice processor interfaces Voice Mail Digital E amp M Interface Voice Mail ONS Interface Voice Mail Integral Voice Mail Softkeys Provides the user with a quick and convenient method to access voice mail Access to the system is provided through context sensitive softkeys presented on the IP teleph
76. one XNET Proprietary switched MSDN DPNSS networking over the PSTN General Information Guide Release 3 1 62 Solutions Solution Overview The purpose of this section is to provide examples of different customer requirements and a possible solution that could be provided by the 3300 ICP and Mitel Networks applications Standalone Site Multiple System Site Installed Base Standalone Site The Customer Really Good Autoparts RGA manufactures auto parts for a Big Three car manufacturer in Detroit Since being bought out a year and a half ago RGA has become a dynamic company that is known for its high quality and excellent turnaround time RGA runs an integrated facility manufacturing marketing and sales are all located in the same building The Problem As with any large manufacturing operation efficiency and cost containment are essential There were several areas of concern to RGA s management First sales people complained that they were having difficulty prioritizing the volume of voice messages that they were receiving resulting in customer complaints about response time Second troubleshooting the production lines was becoming more expensive as production volume and complexity increased Third customer service was having trouble keeping up with orders and support calls to satisfy the demands of this growing business The Solution General Information Guide Release 3 1 63 Managem
77. orecasting Multisite Reporting Monitoring and Forecasting Chatline Inspector Mitel Networks 6115 Interactive Contact Center Mitel Networks 6115 Interactive Contact Center enables supervisors to alter the way calls are handled in the contact center The web based interface enables supervisors to Put queues paths in and out of operation DND Schedule queues to open or close based on time of business day Put Agents in and out of DND Put Agents in and out of Make Busy Log in and log out Agents Move Agents to different answer points Agents can make busy with reason codes General Information Guide Release 3 1 17 Mitel Networks 6120 Contact Center Scheduling Mitel Networks 6120 Contact Center Scheduling works in conjunction with the Mitel Networks 6110 Contact Center Management application enabling the optimization of staffing levels to match business needs Features of this application include Seamless integration with Mitel Networks 6110 Contact Center Management Skills based Schedules Automated Schedules Customized Agent Schedules Accrual based time off planning Import Scheduling Information Employee Database Reporting Mitel Networks 6150 Multimedia Contact Center Mitel Networks 6150 Multimedia Contact Center works with Microsoft Exchange and Outlook to provide contact centers with automatic em
78. ovides an integrated networking solution that allows voice and signaling data to be transported over the existing LAN WAN infrastructure between multiple 3300 ICPs MSDN DPNSS features are supported over IP Networking Each 3300 ICP supports up to 2000 IP trunks allowing for a cluster of up to 80 3300 ICP systems to work as a single integrated voice system Each pair of 3300 ICP systems can be connected by up to 200 IP trunks Note A Mitel Networks 3800 IP Trunking Gateway that adjuncts an SX 2000 or 3200 ICP cannot be directly connected to a 3300 ICP To support this configuration the 3300 ICP would also require an adjunct 3800 IP Gateway ISDN Integrated Services Digital Network ISDN Support The Integrated Services Digital Network ISDN transmits voice data and video at high speeds ISDN services can be deployed and accessed at enterprise department and desktop levels by adding the 3300 Universal NSU with PRI or the 3300 BRI NSU LAN traffic can also be carried over existing private or public digital network connections on Euro ISDN DASSII public access protocols or even on a private MSDN DPNSS network using ISDN connections to a router ISDN Connectivity ISDN access lets customers leverage the advantages of ISDN network services for both voice and data applications effectively improving performance and network resource management while controlling costs The 3300 ICP supports multiple ISDN protocols and provides ISD
79. party Messaging Advisory Messaging Advisory lets you select a short advisory message to show display set users who call your telephone Messaging Callback Callback Messaging lets you leave a callback message on a telephone when the called party is busy or does not answer When you receive a callback message you can review the message on the display if applicable and or call the sender back Messaging Dialed Dialed Messaging lets you leave a message waiting indication on a telephone When you receive a message waiting indication you call your message taker to accept the message MNMS Supports OPS Manager functions MSDN DPNSS MSDN DPNSS is a digital signaling system that provides many other features and used within a private network of PBXs General Information Guide Release 3 1 57 Feature Name Description MSDN Release Link Trunk This feature allows the attendant to make a call by using the same incoming trunk It helps to provide centralized attendant service by allowing the attendants on the attendant system to reroute calls without tying up additional trunk resources Multicall Groups See Groups Key System and Multicall Multiple Consoles See Attendant Consoles Multiple Multiple Message Waiting Indications Line keys on multiline telephones can be programmed as message waiting indicators which are associated with the mailboxes of other stations Music Music lets you listen to the Music O
80. porate enterprises with branch offices The Mitel Networks 3300 ICP provides a complete solution by delivering sophisticated call management desktop peripherals and applications All of these components are easily managed by a web based application A single 3300 ICP supports up to 700 IP telephones per system With the ability to cluster multiple systems together the system supports thousands of users whether they are co located or geographically dispersed The clustered systems can all be managed as a single network from any location Refer to the Solutions section of this document for examples of different system configurations General Information Guide Release 3 1 3 System Architecture The 3300 ICP is built upon Mitel Networks Data Integrated Voice Applications architecture This approach uses the IP network for connecting IP telephony devices and provides a supplementary TDM Time Division Multiplexing bus for switching calls between traditional telephone devices Using this approach all traffic is switched optimally as traffic is connected in it s native format The 3300 ICP controller provides call setup tear down and signaling between Ethernet IP connected telephones For traditional telephony such as POTS and PSTN trunks non IP circuit communications switching is handled via the conventional TDM circuit switched bus This ability to use two different switching techniques simultaneously means that Gateway
81. pports BRI PRI T1 D4 MSDN DPNSS and DASS II trunks The peripheral cabinet supports the following analog trunks Analog CO trunks E amp M trunks and Direct Inward Dial and Tie Trunks It also supports the following DNI telephones and devices SUPERSET 401 SUPERSET 401 SUPERSET 410 SUPERSET 420 SUPERSET 430 SUPERSET 4001 SUPERSET 4015 SUPERSET 4025 SUPERSET 4125 SUPERSET 4150 SUPERCONSOLE 1000 Mitel Networks Analog Interface Module For additional information refer to SX 2000 technical documentation General Information Guide Release 3 1 8 Mitel Networks 3200 Integrated Communications Platform ICP The Mitel Networks 3200 ICP database is converted and restored to a 3300 ICP database and any peripheral cabinets connected to the FIM ports on the 3300 Controller In addition to the DNIC telephones supported by the peripheral cabinet the 3300 ICP supports the following legacy single port IP telephones SUPERSET 4015IP SUPERSET 4025IP Maintenance Alarms An alarm is an event that takes place when an anomaly is detected and corrective action is required All attendants who use the Mitel Networks consoles are provided with alarm status information when an alarm is raised Alarm threshold levels are programmable There are three classes of alarms Critical indicates a loss of service that demands immediate attent
82. prime line or ringing line Key selection of non prime line Handset and ringer volume controls Up Arrow and Down Arrow Ringer pitch control Message waiting lamp Dual Ethernet port to provide connectivity to the LAN for both your telephone and computer Dedicated Headset port General Information Guide Release 3 1 24 Mitel Networks 5020 IP Phone The Mitel Networks 5020 IP Phone is a digital telephone that connects to a 10 100BaseT Ethernet network Features of the telephone include Twenty character alpha numeric LCD with contrast control Three softkeys for feature access Fourteen line keys each with a built in line status indicator Eight fixed function keys SuperKey Cancel Hold Redial Transfer Conference Message Microphone and Speaker Automatic selection of prime line Key selection of non prime line Handsfree operation half duplex Handset speaker and ringer volume controls Up Arrow and Down Arrow Ringer pitch control Message waiting lamp Dual Ethernet port to provide connectivity to the LAN for both your telephone and computer Dedicated Headset port General Information Guide Release 3 1 25 Mitel Networks 5140 IP Appliance The Mitel Networks 5140 IP Appliance is an exciting new IP telephony offering It combines proven high quality communications with superior features access for eas
83. rd their faxes to another fax machine The faxes are stored on the fax server and the Exchange 2000 Server General Information Guide Release 3 1 16 Mitel Networks 6100 Contact Center Solutions Mitel Networks 6100 Contact Center Solutions Mitel Networks 6100 Contact Center Solutions CCS is a suite of applications that enhances the integrated ACD functionality of the 3300 ICP These applications enable customers to maximize the efficiency of their contact center This suite incorporates Mitel Networks 6110 Contact Center Management CCM Mitel Networks 6115 Interactive Contact Center Mitel Networks 6120 Contact Center Scheduling Mitel Networks 6150 Multimedia Contact Center MCC Mitel Networks 6160 Intelligent Queue IQ Mitel Networks 6170 Contact Center Quality Monitoring Mitel Networks 6180 Contact Media Costing Mitel Networks 6110 Contact Center Management Mitel Networks 6110 Contact Center Management is an application that manages ACD information It uses the familiar Microsoft Excel and Microsoft Internet Explorer interface Contact center managers can log on to any PC to run reports monitor real time activities forecast the number of agents required and perform numerous management functions over the network The incorporated applications include Reporter Report Inbox SuperAdvisor AgentAdvisor SuperAuditor Wallboarder F
84. rmation Guide Release 3 1 50 Feature Name Description Attendant Access See Attendant Directory Number Attendant Alarm Indications See Attendant Console Status Display Attendant Bulletin Board Bulletin Board is shared by all 5550 IP Consoles on the system that have a network connection Use it to post information that you want other attendants to see and to store speed dial numbers that all attendants can access Attendant Busy Out Console Attendant Busy Out Console places your attendant console in a busy out condition absent status under certain circumstances In the busy out condition incoming calls are automatically rerouted Attendant Busy Out Station Attendant Busy Out Station lets you busy out a specific station by using the attendant console Attendant CAS Interface Centralized Attendant Service CAS interface allows 3300 ICP to be a remote node for a CAS site CAS is an attendant call handling service that is provided at a central office switch for calls from both public and private networks Attendant Call Answering Priority Attendant Call Answering Priority lets you assign priority to calls based on their destination when multiple calls are waiting the call with the highest priority is answered first Attendant Call Information Display The Attendant Call Information Display provides the attendant with information about called and calling parties Attendant Call Selection Attendant Call Sele
85. s altered from the default value and these passwords should be changed periodically Ensure that any voice mail systems connected directly to modems employ a surveillance device Also most voice mail systems require a password to gain access therefore make sure that this password is difficult to guess and is changed frequently Any user no longer authorized to use the system should have password privileges revoked immediately General Information Guide Release 3 1 10 Specifications Environment Storage Environment for 3300 ICP Components and Peripherals Condition Specification Temperature 3300 Controller 32 to 104 F 0 to 40 C All Other Components 39 to 120 F 4 to 49 C Humidity 15 95 Relative Humidity non condensing Vibration 0 5 g 5 to 100 Hz any orthogonal axis 1 5 g 100 to 500 Hz any orthogonal axis Mechanical Stress One 15 3 cm 6 in drop each edge and corner adjacent to the rest face unpackaged One 76 2 cm 30 in drop each edge and corner packaged in cardboard amp foam Operational Environment for 3300 ICP Components and Peripherals Condition Specification Temperature 3300 Controller 59 to 95 F 15 to 35 C All Other Components 39 to 120 F 4 to 49 C Humidity 3300 Controller 40 90 Relative Humidity non condensing All Other Components 34 95 Relative Humidity non condensing Maximum Heat Dissipation fully loaded see Note 724 BT
86. s have centralized control over all elements anytime and from anywhere General Information Guide Release 3 1 68 General Information Guide Release 3 1 69 Index 3 3300 ICP Components and Peripherals 10 3300 In Line Power Unit 41 A ACD 49 Alarms 8 Analog 4 6 11 20 43 Analog Services Units 4 6 Applications 12 19 Applications Interfaces 12 Attendant Console Specifications
87. se location of the caller Feature Keys Feature Keys let you activate features without dialing feature access codes Flash Calibrated Flash Calibrated provides an alternative method of generating a Switchhook Flash Flash Switchhook Flash Switchhook lets you place a call on Consultation Hold and return to dial tone so that you can invoke station features Flash Trunk Flash Trunk lets you single or double flash a trunk in order to access Centrex features Flexible Answer Point Flexible Answer Point lets station and console users program a night answer point for their incoming trunk calls Ground Button A Ground Button Recall Button lets you place a call on Consultation Hold and return to dial tone so that you can invoke station features The Ground Button provides an alternative method of producing a Switchhook Flash Group Page Group Page lets you page a group of telephones over their built in speakers Groups Key System and Multicall Key System Groups and Multicall Groups let multiple telephones share the same extension number Incoming calls ring all of the idle stations and the stations stop ringing when one member answers the call Handset Receiver Volume Control Handset Receiver Volume Control lets you adjust the volume of the handset receiver Handsfree Operation Handsfree Operation lets you use your telephone without lifting the handset HCI CTI Advanced Telephony Allows monitoring o
88. sfer you can consult privately with the third party and swap between private conversations with each of the parties Transmission Tests Transmission Tests let you perform the following tests on a trunk milliwatt test balance test and 100 test Trunk Access Trunk Access lets you access a specific trunk directly No toll control or ARS checking is done when you use Trunk Access This feature is used when a maintenance telephone is required General Information Guide Release 3 1 61 Feature Name Description Trunk Answer From Any Station TAFAS Trunk Answer From Any Station TAFAS lets you answer any call that rings a night bell Once you answer the call you can use any of the features that are normally available at the station Trunk Busy out Trunk Busy Out lets you busy out a specific trunk When you perform a Trunk Busy Out the trunk is busied out if it is idle if the trunk is in use it is busied out as soon as it becomes idle When you busy out the trunk it cannot be accessed Trunk Group Busy Status Enables attendants to query the status of trunk groups from the attendant console Trunk Group Hunting Trunk Group Hunting lets you search for trunk groups in either a terminal or circular pattern In a terminal hunt group trunks are always selected in a predetermined order In a circular hunt group trunks are selected in a distributed manner the first free trunk after the last one used becomes the new first ch
89. sfer dial tone under certain conditions Dial Tone Outgoing Calls The system can provide a pseudo CO dial tone to prevent possible confusion to station users Dialed Number Editing Dialed Number Editing lets you edit numbers during dialing Dialing Conflicting Numbers The system can differentiate between conflicting numbers such as 1 0 0 0 0 and 1 0 0 0 In this example if the 5th digit is not dialed within a time out period the system assumes that the dialed sequence is complete and makes the call Direct In Lines DIL Direct In Lines DIL allow incoming trunks to be assigned to a specific station or hunt group so that calls from the trunk ring the station or hunt group directly Direct Inward Dialing DID Direct Inward Dialing DID allows incoming calls on designated trunks to directly access predefined stations or other answering points on the system Direct Inward System Access DISA Direct Inward System Access DISA lets external callers access the system by using a special trunk The system sees the DISA trunk as a station with its own Class of Service and Class of Restriction Calls that enter the system on DISA trunks have access to a variety of system features In all cases the DISA trunk can be assigned account codes to provide a high degree of security or additional options Direct Outward Dialing DOD Direct Outward Dialing DOD lets you make external calls without the assistance of the attendant Dir
90. ther ISDN compatible device such as a router General Information Guide Release 3 1 49 Features Features of the 3300 ICP Feature Name Description Account Codes Default Default Account Codes are entered automatically by the system each time a user dials an external number They may be used to segregate groups in SMDR for billing Account Codes Verified and Non Verified Verified Account Codes let you access features that are not normally available at a station These Account Codes can be used at any station to change the COS and COR Non Verified Account Codes let you enter codes on the SMDR record for billing and or call management Account Codes System System Account Codes are automatically outpulsed by the system when outgoing calls are made on a specialized carrier trunk circuit ACD 2000 Extended Agent Groups This feature lets you program a maximum of 64 agent groups with up to 150 agents in each group By using the ACD 2000 Extended Agent Groups feature package you can assign up to 500 agents to each group however the maximum number of agent groups is reduced to 32 ACD 2000 Skill based routing Each agent in an agent group is assigned a skill level Calls to the group are routed to the most skilled available agent If agents of equal skill are available the call is routed to the longest idle agent To facilitate skill based routing agent IDs can appear in more than one agent group ACD Make
91. time for a change General Information Guide Release 3 1 65 The Solution Central to the solution that EA s communications service provider recommended was the Mitel Networks 3300 ICP The 3300 ICP supports flexible networking as well as natural speech recognition technology which deliver tangible business advantages EA s solution consists of two 3300 ICPs one located in New York and one in San Francisco The two 3300 ICPs were connected using the integrated IP Networking feature of the 3300 ICP thus leveraging the corporate WAN By sending voice traffic over the corporate WAN significant long distance savings were realized Since the full suite of MSDN features is available over IP networking EA was able to implement a four digit dialing plan that allowed simple and efficient calling across the country In addition EA was able to take advantage of other MSDN features like calling line ID callback and call pickup The 3300 ICP also supports all of Mitel Networks legacy features ARS was used to route network calls over the PSTN as a backup in the event of congestion on the corporate WAN OPS Manager was installed in New York to manage the network OPS Manager helps reduce operating costs by simplifying day to day system administration and network maintenance tasks such as station set moves adds changes directory management alarms management database backups remote maintenance and more Managers have centralized contro
92. tion Network Guidelines To maintain optimum voice quality voice and data traffic should be separated as much as possible To separate voice and data traffic you can Run Voice and Data on separate Virtual LANs VLAN Use a separate subnet for voice traffic Use Ethernet switches instead of hubs voice and data should not use the same shared ethernet hub Use Full Duplex Fast Ethernet to the 3300 Controller ports Use Full Duplex Fast Ethernet and Ethernet Trunks between switches When IP telephones are being placed across routed links the routers should be configured to prioritize voice traffic by using techniques such as Weighted Fair Queuing WFQ with multiple queues configured for example high priority for voice and low priority for data Where the routed connection is across a Wide Area Network WAN set the Maximum Transmittable Unit MTU appropriately for the speed of the WAN link to minimize delay on slow WAN links 3300 ICP as a Backup WAN Many sites have PRI Primary Rate Interface access to their telephone system and a separate WAN link for their data The majority of routers allow for a backup link as well Instead of renting another BRI or PRI link from the telephone company you can use the system s existing ISDN access Using the remote LAN access option on ISDN configure the card as if it was the interface from the public network as a result information can be sent and received from ano
93. to connect to with Autovon networks defense switched networks and Canadian switched networks for incoming and outgoing calls General Information Guide Release 3 1 52 Feature Name Description BRI Basic Rate Interface BRI is a basic ISDN service consisting of two 64Kbps channels and a single 16Kbps channel This feature is supported on the 3300 ICP with the 3300 BRI Network Services Unit Broadcast Groups See Groups Key System and Multicall Broker s Call Broker s Call lets you temporarily suspend a telephone call while you originate a new call Once the new call has been established you can alternate between the two calls Busy Dial Through Busy Dial Through lets you dial a feature access code sequence when a busy condition is encountered See Callback and Camp on Busy Override See Override Calibrated Flash See Flash Calibrated Callback Callback lets you request that the system notify you when a busy line becomes idle or when an unanswered station goes off hook and on hook Callback System Programmable Callback System Programmable lets you program the destination of a matured callback set against a key line or multicall line group Call By Name See Phonebook Call Coverage Call Coverage is provided through a combination of features Call Rerouting Call Forward Do Not Disturb and Answer Plus Mitel Networks Call Distribution Call Duration Display Call Duration Display provides
94. unit connects to a 5020 IP Phone by using a Mitel Networks PKM Interface Module IM The PKM IM is installed separately at the base of telephone and is only compatible with 5020 IP Phones General Information Guide Release 3 1 29 Mitel Networks 5423 IrDA Module The Mitel Networks 5423 IrDA Infrared Display Adapter Module is an optional module that attaches to a 5020 IP Phone Software must also be installed on the Palm Personal Digital Assistant PDA operating system A wireless connection between the telephone and the Palm PDA is established through the infrared ports This optional module gives the user the ability to dial telephone numbers directly from the Palm PDA If users find themselves away from their desks they can point their Palm PDA at any telephone with the attached module and access features and telephone numbers programmed at their own extension number General Information Guide Release 3 1 30 Mitel Networks 5303 Conference Phone The Mitel Networks 5303 Conference Phone uses Mitel Networks acoustic beam forming technology to produce superior performance Features of this unit include Full Duplex operation Acoustic beam forming that controls near end far end and double talk and locates direction of speech Noise Reduction and automatic gain control to eliminate background noise Dynamic allocation of microphones to activate speakers 40 character 2 line LCD display
95. with backlighting and contrast control 9 pre programmed speed dials Time of day and date programming Echo cancellation 12 key alpha numeric keypad Softkeys for easy programming General Information Guide Release 3 1 31 Mitel Networks 5305 IP Office Conference Unit The Mitel Networks 5305 IP Office Conference Unit is a high quality conference unit that uses acoustic beam forming technology to ensure superior performance The unit is used in conjunction with the 5020 IP Phone and connects by using the telephone s headset port This unit is designed for a private office that measures 12 feet by 15 feet 3 6 meters by 4 5 meters Features of the conference unit include Full Duplex operation Acoustic beam forming technology that controls near end far end and double talk and also locates direction of speech Noise reduction and automatic gain control to eliminate background noise High fidelity speaker Power supply from a 24V wall adapter Simple installation Side Control Unit with mute hold and volume controls The 5305 IP Conference Unit package includes a speaker unit and a side control unit An optional mouse controller is available General Information Guide Release 3 1 32 Mitel Networks 5310 IP Board Room Conference Unit The Mitel Networks 5310 IP Board Room Conference Unit is a high quality conference unit that uses acoustic beam
96. y have three COSs Day Night1 Night2 service and the COS may also be changed by using a Verified Account Code Clear All Features Clear All Features lets you cancel most of the features activated on your extension or another user s extension Compression Compression allows IP calls to be made utilizing less bandwidth than an uncompressed call Conference Conference lets you connect three or more people into a single telephone conversation While you are in a Conference you can use any of the features that would normally be available during a two party call Conference Split Conference Split lets you separate a 3 party conference so that you can speak privately with one of the parties While you are speaking privately with one party the other party is on Consultation Hold DASS II Voice I Allows basic calls to be made from the system to a DASS II protocol Central Office using CEPT Digital Trunks and DASS II signaling Date and Time The date and time is set through the System Administration Tool This data appears on all Station Message Detail Recording SMDR traffic measurements data dumps display telephones and attendant consoles General Information Guide Release 3 1 54 Feature Name Description Day Night Service Control See Night Service Dial Tone You will normally hear continuous dial tone when you lift the handset You will hear discriminating dial tone also called interrupted dial tone or tran
97. y information retrieval This device adds IP value to the desktop by offering improved integration with desktop devices and software server applications It also provides portal access to the LAN network Features of this device include Audio device controls Large LCD screen with backlighting for easy viewing Standard 12 key dialpad Infrared transceiver lens for use with Mitel Networks 5810 PDA Application 6 command keys that perform context sensitive actions shown on the LCD display 9 quick keys for interacting with items shown on the LCD display 4 navigation keys enabling you to scroll and move around pages on the display screen 3 telephony feature keys 8 applications keys for easy access to 5140 IP Appliance applications Ringing Indicator Message Waiting Indicator 2 10 100BaseT Ethernet ports Embedded Help Mitel Networks AC Power The 5140 IP Appliance has its own applications that are hosted on a server and accessed through an integrated browser Applications of the 5140 IP Appliance include Corporate Directory allows the user to scroll through names or search based on last name full name department and location Personal Directory allows the user to maintain a list of personal contacts Call Log records the last 60 incoming and outgoing calls detailing caller ID duration date and time made by and to the 5140 IP Appliance en
98. ys It requires Microsoft Internet Explorer 5 5 or later Mitel Networks 3300 Configuration Tool enables the installer to get a new system up and running at the installation site It also enables databases from legacy SX 2000 systems and 3200 ICP systems to be migrated forward to the 3300 ICP by using a database conversion and restore utility The 3300 Configuration Tool requires Microsoft Windows NT 4 0 or Microsoft Windows 2000 Professional operating system ISDN Maintenance and Administration Tool IMAT provides the programming interface for PRI and R2 protocols It requires Microsoft Windows 95 Microsoft Windows 98 or Microsoft Windows 2000 Professional General Information Guide Release 3 1 9 Redundancy Support The 3300 ICP can auto fail over route around failed IP links if provisioned redundantly Security Toll Control Any communications system that has a combination of Direct Inward System Access DISA integrated auto attendant or RAD groups and peripheral interfaced auto attendant or voice mail can be susceptible to toll abuse Therefore it s important to assign appropriate telephone privileges to users and devices In addition telephones in public places such as a lobby telephone should be denied toll access unless authorized through an attendant The 3300 ICP system has comprehensive toll control as an integral part of the call control It lets you restrict user access to trunk routes and or spe

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