MITEL
Mitel Communications
Director
System Administration Course
Product Release MCD 5.0NOTICE
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Table of Contents
Introduction
MCD/3300 Hardware Overview
Getting Started – Logging In, Security and Licences
Telephone User Administration
Multiline IP Set Key Programming
Telephone Directory Programming
Controlling Phone Features
Hot Desking
Phone Groups
Personal Ring Groups and Dynamic Extension
Speed Call
Call Rerouting
Database Backup
Form Printing
Group Admin Tool
Embedded Voice Mail (EVM)
Fault Finding
Appendix A - Clustering
Appendix B – IP phones and SIP
Introduction
Objectives
When you finish this module, you will:
Understand the purpose of this course
Introduction
Mitel Communications Director (MCD)
MCD 5.X is the current version of MCD software. MCD is available on the 3300 Integrated Communications Platform (ICP) controllers and as a software only solution designed to run on an industry standard server, Mitel Multi-Instance Communications Director (MICD).
MCD with the 3300 or MICD provides the customer with an advanced Voice over IP (VoIP) IP-PBX telephone solution incorporating many advanced features and applications to serve both the small, medium and large enterprise.
System Administration
System Administration refers to the programming and maintenance of MCD and peripheral equipment at a customer site to ensure the system is working correctly and the programmed database is maintained and up to date. This course is for those people who are responsible for system administration whether you have a 3300 ICP or MICD installation. In the MCD help files the programming of the database is also known as Embedded System Management or ESM.
Course Contents
This is a very practical course where you will be doing many of the tasks necessary to become a MCD System Administrator.
This includes adding, changing or deleting telephone users of the system and their voicemail boxes; voicemail auto-attendant; programming features such as call re-routing to ensure internal and external calls reach the correct destination; programming hot desk users; dynamic extension (mobility); understanding external call barring and routing and maintenance tasks such as backing up the database and interpreting the alarm information presented in the unlikely event an alarm occurs.
This course also provides some technical and networking information for reference. Detailed knowledge of local area networks, IP, SIP and telephony is not required to perform the tasks of an MCD administrator however having such knowledge may enable you to explore MCD to a greater level of understanding.
Course Material
During the course you will be using this student manual with the practical lab exercises in it. This is a classroom copy so please do not write in it. Copies of this manual in PDF (Adobe Portable Document Format) will be given to you on a USB memory stick.
MCD/3300 Hardware Overview
Objectives
When you finish this module, you will understand
The hardware that makes up an MCD 3300 installation
How devices are interconnected
The types of phones used with MCD
Hardware Overview
Introduction
MCD can be installed on a physical 3300 ICP platform or an industry standard server as a software only solution, Mitel Multi-Instance Communications Director (MICD)
3300 ICP Controller
There are several versions of the 3300 controller available: 3300 MXeIII, CX, CXiII, AX and MXe Server. The older versions don’t have the ‘III’ suffix. The difference is only in the hardware and minor changes to the front panel. All features and applications of the controllers are the same.
3300 MXe 3300 CXi
The controller is the heart of the installation. The main system microprocessor and hard disk drive (which holds the system operating software and customer programmed database) are fitted into it. All call processing is done in the controller and conversion from analogue phones and digital trunk circuits to IP circuits is also done here. The controller has a built in layer 2 Ethernet switch that is connected to the customer's Local Area Network. This allows the IP telephones to communicate directly with the controller. Analogue phones and trunks and digital trunks are supported either from within the controller or through units connected directly to it. MCD requires 2 static IP address, one for the system IP address that is used to connect your browser to and for phones to connect to and the other for the built in Layer 2 Ethernet switch. Each controller offers different capacities and hardware options but all offer the same features and applications (except the MXe Server which provides call control only with limited
applications). There are options for a dual power supply and RAID 1 disk drives on the MXe controller.
Multi-Instance Communications Director (MICD)
MCD is installed on an industry standard PC server and can be offered as a ‘stand alone’ install or part of a ‘managed service’ whereby ‘instances’ of MCD are available to customers. All the features and applications of MCD are available with MICD but you may need 3300 ICP
platforms for analogue support and digital trunks. Options for redundant power or RAID is done with the server MCD is installed on.
Analogue Telephones and Trunks
Analogue telephones and trunks are supported through either an Analogue Service Unit II (ASU II) or embedded analogue cards (Analogue Main Board and Analogue Option Board) fitted into the back of the 3300 ICP controller. With MICD you will need a 3300 ICP and ASU for analogue support.
ASU II – Supports three different types of circuit cards: a 24 or 16 circuit analogue extension card or 12 extensions + 4 loop start trunks (12+4 combo). Two cards can be fitted into the ASUII. The analogue extensions are known as ONS circuits (On Network Station). There are two other versions of the Analogue Service Unit (ASU and Universal ASU) which are now withdrawn.
Analogue Main Board (AMB)/Analogue Option Board (AOB)
4 analogue extensions and 6 loop start (LS) analogue trunks. The MXe controller supports only the AMB, the CX and CXi support an AMB and AOB (4+4 analogue extensions and 6+6
trunks). The analogue extensions appear in the database as Hybrid 4 ONS 6LS.
Digital Trunks
Euro ISDN Primary Rate Interface (PRI) trunks are directly supported through a plug in module in the Controller - the E1/T1 Dual Framer module - which provides two 30 channel digital links or the E1 Combo module which provides one 30 channel E1 link. These modules also support the Qsig private trunk interface and the CEPT standard for private trunks, DPNSS and public trunks DASSII.
With MICD you may need a 3300 ICP for digital trunk support. You can also connect digital trunks through a Network Services Unit (NSU). NSU’s are connected to the 3300 Controller with a fibre cable.
Basic Rate Interface Trunks (BRI) are directly supported through a plug in module in the Controller. The module provides 4 Basic Rate Trunks (8 channels).
SIP Trunks
Session Initiation Protocol is an industry standard Internet protocol for voice and data. SIP provides a trunk connection between a 3300 MCD/MICD and a service provider and can be used to connect to the public telephone network.
Direct Inward Dial trunks (DDI)
Both Euro ISDN PRI and SIP trunks provide DDI where the number the caller dialled reaches the extension directly. The exchange sends the last 4 or 6 digits of the number to the MCD system which then process it and routes the call accordingly. For example, to ring a person on extension 2400 in the office in London a caller dials 02073552400. The exchange sends 552400 to the MCD which strips the first two digits (55) and routes the call to the extension 2400.
MCD Clustering
A single 3300 ICP or MICD installation has a physical capacity of phones it can support. If a larger system is required multiple 3300 MCD/MICD systems are ‘clustered’ together providing one seamless system with integration of numbers and features across a network. Clustering is commonly used for large corporate networks.
Clustering is described in Appendix A at the end of this book.
3300 ICP Controller Connectors and LED’s
The 3 controllers that are primarily available in the UK are the MXe/MXe III, CX and CXi/CXi II. They are shown below.
The difference is in the hardware capacity and the layer 2 switch connections. The MXe/MXe III has a 2 port layer 2 switch (allowing support for Rapid Spanning Tree) and a WAN or Router port. The CXi/CXi II has a 16 port layer 2 switch (with an uplink port 17). The 16 port layer 2 switch provides power over Ethernet for any IP phones connected. The CX/CX is similar in appearance to the CXi but has only a single layer 2 switch port and no WAN/Router port. All three of these controllers offer the same phone and trunk options as well as all the same features and applications.
The Serial printer port can be used to connect a call logger to although the preferred method of getting call records is via a TCP port on the LAN.
2 Modules for E1 and BRI
trunk modules. Alarm/Hard Disk and power LEDs
CXi Controller MXe Controller
Alarm/Hard Disk and power LEDs
4 Modules for Fibre connections, E1 and BRI trunk modules.
Serial printer and maintenance terminal connectors
Layer 2 switch and WAN (Internet Gateway) ports
Copper Interface Module connectors for ASU’s.
System Overview
Desktop Devices
There are a number of different types of phones available with the 3300. Each offers different features and functions.
52XX IP Devices (now discontinued) Public Telephone Network Controller IP Phones 5550/5540 Console LAN Digital Trunks Desktop PC’s or laptops and other network components Analogue Trunks Analogue Phones ASU II Patch Panel SIP Trunks
From left to right
5201 – basic IP phone with hold button. 5212 - 12 line keys and display, hands free.
5224 – 24 line keys, display, hands free
Navigator – similar functions to the 5224 using a PC Monitor In the foreground
5224 – with a 48 key Programmable Key Module (PKM). A 12 key version is available All IP phones have a message light for set to set messages and voicemail.
53XX IP Devices
From left to right
5302 – Entry level IP phone with speaker and 4 line keys.
5304 – Entry level IP phone with speaker, 2 line display and 8 line keys. 5312 – 12 line keys, display and hands free
5324 – 24 line keys, display and hands free In the foreground
5320 – Large display, 8 line keys and hands free 5330 – 24 line keys, large display and hands free 5340 – 48 line keys, large display and hands free
Operator Consoles
There are two consoles available: the 5550 IP console and the 5540 IP console. The 5550 is installed on a desktop PC. The 5540 is a dedicated IP console device.
5550 IP Console
This is a normal desktop computer (specifications apply) which is connected to your network. The console software is installed on the PC. There is also a keypad unit and handset. You can use either a handset or headset or both. The keypad is also connected to the network.
The 5550 IP Console allows for a high call volume and gives the operator full control of calls with access to a busy lamp field, phone book and both scratchpad and bulletin board for exchanging information with other operators.
5540 IP Console
This console is designed for smaller installations and provides most of the call features of the 5550 IP console.
User Guides
User guides for all the IP phones and consoles are available to download at the Mitel On Line documentation site at http://edocs.mitel.com. You will need a Mitel On Line account to access these. If you do not have one your maintainer should be able to get them for you.
There is also an interactive user guide called ‘Feature Teacher’ you can purchase. Please email us for details [email protected]
Getting Started - Logging In,
Security & Licences
Objectives
When you finish this module, you will understand
How to login to the MCD and install the security certificate
How to navigate round the database and select forms and use the Help
The importance of security and how to create user accounts and change passwords
The licences used in MCD
Logging In/Out
Programming and maintenance on MCD is done using Internet Explorer 7 or later. Internet Explorer 6, Firefox and Chrome are not supported. The web pages you view are referred to as Embedded System Management (ESM).
You enter the IP address of the 3300 ICP/MICD into the address bar of Internet Explorer and press enter. The login screen appears and you enter a username and password. You may get a security certificate warning (see later).
There is an option to remember the login ID but not the password. That must be entered every time you login.
Caution
Please note the warning about pop-ups. You must disable the IE pop up blocker and any others installed with toolbars like Google or Yahoo.
Security- Secure Sockets Layer (SSL)
The Embedded System Management (ESM) uses SSL (Secure Sockets Layer) as the method of encryption to protect user IDs and passwords to ensure they can’t be compromised on the network. The client PC browser and MCD must 'trust' each other. Installing a security certificate, issued by Mitel Networks onto the client PC sets up this ‘trust’.
The first time you connect the trust is not established and the certificate must be installed. Click on the link in the login window to install the Mitel Root certificate. This explains how to
download and then install the security certificate.
If you do not install the certificate you can still login but will get a security warning on the web browser.
System Tool Options
When you login at the highest level (System
Group Administration Tool - for the Administrator to make simple day to day changes
System Administration Tool - for the engineer to install, program and maintain the system and for the customer administrator to do additional programming.
You can create accounts for individuals to use and select which of these tools they will have access to. For example, if you create a Desktop user then when they login they are presented with an interactive picture of their phone and can make changes to the keys and functions on it.
Software Level
If you report a fault to your maintainer they may ask what software level your MCD is running on. To find the software load click on the ‘About’ button in the top right corner of the browser window.
The software currently used is Mitel
Communications Director 5.X which has a load version of 11.X.X.X. The previous software was MCD 4.2 which had a load version of 10.2.x.x. You need the number from the Active software load field which in this example is 11.0.0.102. The Inactive software load is the previous version installed on your 3300.
Older software also had number designations of 9, 8, 7, 6 and so on back to the initial software launched with the 3300 ICP of 3.0
Exiting the ESM Application
To exit ESM you should use the Logout button in the top right of the browser window. Do not simply close the browser
window. This also applies if your session has timed out and you have been logged out. You will see a message box on screen telling you the session has timed out. It is important you log off correctly to ensure sessions are available to other users.
The system allows the following number of concurrent ESM sessions:
5 System Administration sessions.
5 Group Administration sessions.
10 Desktop User sessions.Exiting from the Group Administrator and Desktop Tools
To exit from any page of the Group Admin tool or Desktop Tool select the option ‘I want to…..Exit’
Navigating the Menus
System Administration Tool
Once you select the System Administration Tool from the login screen the main menu options appear. Here you have the choice of:
View by Category – which lists all the forms and maintenance commands in menu groups
View Alphabetically – an alphabetical list of all the forms in the database
Click on the small arrow beside the menu name and the menu will open up with all the forms displayed. They are designed to provide you with all the forms you need to program a particular application or feature.
You can quickly find a form if you know the name (or first part of the name) by just typing it in.
The example shows the Telephone Directory opened from Users and Devices – Telephone
Directory Management.
Here you have various forms associated with users and numbers including the telephone directory itself.
If you click on Telephone Directory the form will open on the right hand pane. There are buttons to let you Add or Delete (or Clear) and Change data; a Search option and the Data Refresh button will refresh and update the screen.
If you click on the help button a context sensitive help screen will open (this is shown in the next paragraph on Help).
On Line Help
The ESM has direct help on screen and an easy to use context sensitive on-line help facility. In any programming form a ? will appear by the cursor if help is available. Click the cursor to bring up a help ‘pop up’. Here is an example on the User and Device Configuration form for the field called ‘Email’
When you click the Help button you will be presented with a Help web page that is specific to the current Administration page or form you are in. The example below is for the Telephone Directory.
To get help on any subject or particular form use the navigation pane on the left. To find out information about a feature or application click on System Features or System Applications and find the feature by name
Help for Group Administrator Tool and Desktop Tool
Lab Exercises – Getting Started
Lab 1 -This lab gets you to login and install the security certificate
Step Task Expected Result/Observation
1 Open Internet Explorer on the PC
2 Enter the IP address for the classroom 3300 Controller which you instructor will give you 3 Ensure that ‘pop-ups’ are turned off.
Enter Username – system and Password – Passw0rd1
4 Install the Security Certificate following the instructions on the login page
5 Select System Administration from the 3 tool choices to open the database
Lab 2 – Find out the current software level
Step Task Expected Result/Observation
1 Click the About button
2 What is the current software version?
Lab 3 – Navigate the menus and use the help. Please do not make any changes to the database at this time.
Step Task Expected Result/Observation
1 Select Users and Devices – User and Device Configuration. Notice here you have additional options to Add, Change, Copy and Delete users. Hover the mouse over an option so the ? appears and then click to open the help popup.
2 Click on the Help button and notice the help page opens in the Users form.
Security, Passwords and Usernames
Security Management and Passwords
On a new system there is one user account created by default with the name system and the default password is password. These are case sensitive. The installation engineer is prompted to change the password and cannot proceed until this is done. User accounts and passwords must conform to the security settings. By default the security is set to WEAK which require a password to be:
6 to 20 alphanumeric characters in length
does not contain the user's login ID (username) or current passwordSecurity is controlled by the Security Management form. Here you can set the following: Login Banner: You can enable a login banner that appears whenever anyone logs in.
Password Strength: weak (default), medium or strong as your company security policy requires.
User Session Inactivity Period: The time before a login session times out due to no activity on the web browser. 15 minutes is the default.
Password Expiry Interval: The time in days before users are prompted to change their passwords. This should conform to the company security policy.
Changing Passwords
You can reset user login passwords using a Maintenance command. The command is: RESET_LOGIN_PASSWORD username
Caution
You should not reset the top level ‘system’ password without consulting your maintainer Do not use the RESET_ALL_LOGIN_PASSWORD command as it will reset ALL users to default.
System Administration Policies
System Administration Policies allow you to create profiles for user accounts to have controlled access to the forms and maintenance commands in the database. This way you can set up accounts for administrators who may only need access to certain forms. All other forms can be hidden (no access) or set as read only. Profiles are created and setup using the System Administration Policy Configuration form. There are 3 default policies setup (which cannot be modified):
Root: Full access to all database forms and commands
System Administration: Full access to all database forms and commands EXCEPT the System Administration Policy Configuration (cannot create or modify policies) and System Data Synchronisation forms (these are used as part of a clustered system to maintain a common database across multiple MCD systems).
Remote: As system administration but restricted access to network forms.
To create new policies, modify previously created ones or change a user from one policy to another you must be logged in as a ROOT administrator. The default ‘system’ login is a root administrator.
Logged in at Root level Logged in at System level
Note
The Desktop and Group Admin level at the main login screen is not affected by the policies and always has the same level of access.Creating New System Administration Policies
To create a new policy you must be logged in at root level (default system user).
First decide if the new policy is to have mostly ‘read/write’ access or ‘read only’ or ‘no access’ and then create it as Read/Write or Read Only or No Access. It is then easier to go through the default settings and either allow or deny access to forms as required.
Creating New Users
You can create many users on the system each with their own username and password and particular level of access. When creating the entry you select whether they will be Desktop Admin (desktop phone admin only), Group Admin (limited Administration access) or System Admin (full access depending on the Policy selected). The Application option is required for certain applications (such as Enterprise Manager and Contact Centre Manager) which may or may not be installed on your network. It can be left as default False. The User Authorization Profiles form is located in System Properties – System Administration
The User Profile Login ID is the actual login name; the User Name is the real name of that person. The Login ID can be up to 20 characters in length. The password must conform to the password strength set in the System Security Management form.
In the Example above there is a ‘system’ user who is a ‘root’ System Admin Policy (top level) and desktop user Tom Gray.
Lab – Security, User Accounts and Admin Policies
Lab 1 – Change the system security settings
Step Task Expected Result/Observation
1 Select System Properties – System
Administration – System Security Management 2 Click Change and enable the Login Banner. Edit
the banner text if you wish. Save the changes. 3 Select System Properties – System
Administration – User Authorisation Profiles Create a new ROOT level SYSTEM
ADMINISTRATOR user for yourself with your name and suitable password.
4 Logout and log back in using your new user account. Note the banner is displayed. 5 Use the maintenance command to reset your
password. Logout and log back in to test it.
Note: It will be reset to password. You will be prompted to change it when you login before you can continue into the database.
6 Select System Properties – System Administration – Admin Policies
1. Click Add
2. Create a new policy called ‘Admin’ 3. Make it No Access
4. Save the changes
5. Select the new policy and Change All Members.
6. Make the Class of Service Options,
Telephone Directory and User and Device Configuration all Read/Write
Save the changes
7 Create a new System Administrator User in the
Time and Date
It will be necessary to set your MCD system’s Time and Date so that system logs are properly recorded and that users be presented with the correct time & date display on their phone displays.
Time and date can be changed manually or set to synchronise with an Internet or Intranet time source – which ensures daylight savings are automatically adjusted. In the example below the time is synchronised to time.nist.gov and the time zone set for the United Kingdom.
The form is located in System Properties – System Settings
Caution
If you try and set the Time & Date form to synchronise to an Internet time source and get this error message then the most likely cause is the 3300 has no valid DNS entry in LAN/WAN
Configuration - System IP properties
You can also set the date and time (but not specify an Internet time source) with the Group Admin tool. This is the only method of changing the date and time for software release 9 and below. Time set this way will NOT automatically update for summer/winter time changes.
Licences
In order for phones and features to work they must be licenced on MCD. You can view how many licences you have purchased and also how many are in use or available for use. MCD is licenced during installation with the Mitel Application Management Centre (AMC). If new licences are purchased (or removed) then the MCD needs to be synchronised with the AMC again. This is something your maintainer would do.
Caution
Under no circumstances should you make ANY changes to the licence form without consulting your maintainer first. Some aspects of the form when changed improperly can impact system operation.
Explanation of the important licences
UsersIP Users – required by each desktop user or hot desk user (including SIP phones or SIP softphones). Phones created as IP Device Only in the Users and Devices form DO NOT use an IP licence but they have limited telephone functions (this is explained in the Telephone User Administration module)
External Hot Desk Users – required by each external hot desk user (used by the Dynamic extension feature which is explained in the Personal Ring Group module) ACD Active Agents – required for an ACD agent to login whether a traditional agent or hot desk agent. You may have more agents created than you have licences for but a licence is used when an agent logs in. Note if you are using ACD Express then the hot desk agents in use DO NOT require licences.
Analog Lines – required for each analogue extension connected to an Analogue Service Unit II. They are NOT required for analogue phones connected to the Analogue Main Board or Analogue Option board in the 3300 MXe and CX/CXi ICP controllers (explained in the Hardware Overview module)
IP Console Active Operators – This is a feature for future use and not yet enabled. Multi-device Users – Required for each Multi Device group created. This is a group of phones that ‘share’ a licence. Only one may be in use at any one time (explained later in the Phone Groups module)
Multi-device Suites – as above but for an hotel installation. Messaging
Embedded Voice Mail – required for each voice mail box whether a user or application mailbox
Embedded Voice Mail PMS – as above for integration to a hotel front of house computer
Trunking/Networking
Digital Links – required for each digital trunk connected to the MCD (Euro ISDN PRI/Qsig), DPNSS or DASSII)
SIP Trunks – required for each SIP trunk connected to a SIP service provider
Purchased, Locally Allocated and Locally Consumed
In the licence form on the previous page you see the total number of licences Purchased and how many are Locally Allocated – normally these would be the same. There is an option for multi-site MCD to have a ‘Master’ MCD that holds all the licences and for them to be allocated out ‘locally’ to each other MCD. The form that controls this (if the feature is enabled) is
Application Group Licencing .
Try Before You Buy and Over Allocation
If there is a feature you have not purchased but would like to try you can edit the licence form and allocate a number of licences to your system for that feature. Similarly if you already have some licences but need more – perhaps to demonstrate an application – you can ‘Over Allocate’ by adding more licences. You have a limited time to use these licences, normally 30 days.
As soon as you activate the licence either as ‘Try Before You Buy’ or ‘Over Allocation’ a ‘Licence Violation Event’ is started and you get a warning message on the ESM screen.
Day 1 — Warning Level Day 15 — Minor Level Day 20 — Major level Day 25 — Critical level
Day 30 — System Lock level (in limited circumstances)
WARNING
Ignoring the Licence Violation Event warnings may result in your system database being locked when the time period runs out which means the phones, trunks etc will not operate.
You will also get an alarm indication on the ESM session and when the warning goes to Critical a warning when you login.
System Capacity
The System Capacity form also shows how many licences are allocated to this system and how many are in use – consumed.
As you scroll down the form you can also see the capacity limits and again how many of a feature are in use – consumed.
For example at the bottom is the Corporate Directory which allows 19,999 entries and on this system 23 are in use.
Telephone User Administration
Objectives
When you finish this module, you will understand
How phones connect to a 3300 ICP/MICD
How to program and register IP phones
About adding, modifying and deleting users
How to create and use Roles and Templates
Telephone User Administration
All analogue telephones and analogue/digital trunks connected to the 3300 ICP have a Physical Location Identity (PLID). This identifies the hardware unit the device is connected to. IP
telephones have a phantom Device ID starting at 1 with the first phone programmed into the database.
The PLID is required when adding analogue phones to the database so you need to know what it is. The PLID is also referenced when any faults occur and is used to identify the device rather than the extension number.
All the units that make up a 3300 installation such as the Controller, analogue service units (ASU), embedded analogue boards (AMB and AOB), digital trunk modules and network service units (NSU) are given Unit numbers starting with the Controller as Unit 1. The PLID is made up of the Unit number, a shelf number (always 1), a slot number and a circuit number. Usually written as Unit/Shelf/Slot/Circuit. You may find some forms refer to the Unit as the Cabinet. It means the same thing.
Physical Location Identity
The ASU II has two card slots, numbered slot 1 (top) and slot 2(bottom) fitted into Shelf 1. Each card could have 12, 16 or 24
analogue extensions. Rear of the ASU II showing 2 circuit cards; slot 1 at the top and slot 2 below
The MXe controller has an Analogue Main Board fitted into slot 1. The slot is mounted in Shelf 1. It has 4 analogue extensions and 6 analogue trunks.
Rear of the MXe showing the Analogue Main Board in slot 1.
The CXi and CX can have an Analogue Main Board fitted in the lower position - slot 1 and an Analogue Option Board in the upper position – slot 2. Both are in
Shelf 1. Rear of a CX/CXi with an Analogue Main Board in slot 1 (lower) and an Analogue Option Board
in slot 2 (upper).
Example 1: An analogue telephone connected through a patch panel to the third circuit of the card in slot 1 of an ASUII programmed as Unit 2 has a PLID of 2 1 1 3.
Patch panel connected to ASU II card
Phone plugged into 3 socket on patch panel
In the table below X is the unit number of the ASUII or AMB/AOB and is whatever was used during installation. Analogue Extensions ASU II Slot 1 (lower) PLID Slot 2 (upper) PLID Analogue Main Board (MXe/CX/CXi) PLID Analogue Option Board (CX/CXi) PLID
ONS 1 X 1 1 1 X 1 2 1 ONS 1 X 1 1 1 ONS 1 X 1 2 1 ONS 2 X 1 1 2 X 1 2 2 ONS 2 X 1 1 2 ONS 2 X 1 2 2 ONS 3 X 1 1 3 X 1 2 3 ONS 3 X 1 1 3 ONS 3 X 1 2 3 ONS 4 X 1 1 4 X 1 2 4 ONS 4 X 1 1 4 ONS 4 X 1 2 4 ONS 5 X 1 1 5 X 1 2 5
ONS 6 X 1 1 6 X 1 2 6 Continues to 12, 16 or 24 depending on the card fitted.
Types of Telephones
The 3300 supports 3 types of telephones: analogue, IP and SIP. Analogue telephones are directly wired through the building wiring to the 3300 units whilst IP and SIP telephones connect to the local area network through the normal computer wiring. The IP telephones use MiNet as the signalling protocol, which is a Mitel proprietary IP. The 3300 also supports SIP (Session Initiated Protocol) allowing a SIP phone to be connected to the 3300. More information about SIP phones is in Appendix B.
Telephones are further described as being SINGLE LINE which is telephone with only one number - the Directory Number - assigned to it. It cannot have any other numbers associated with it. Analogue telephones and the 5201 IP telephone are single line devices. A MULTILINE telephone has its own Directory Number but can have other numbers – either of other
telephones or phantom numbers assigned to the programmable keys. 5312, 5324, 5330 and 5340, are examples of Multiline IP devices.
Single Line Analogue Telephones
Analogue Telephones are referred to as On Network Station circuits (ONS). They connect to the 3300 through either an ASU II or embedded AMB or AOB.
Physical Connection
All analogue phones need two wires to connect them to the 3300 system. The wiring in the building is terminated in either a patch panel or test jack frame. The ASUII’s have a cable connecting the card to the patch panel or test jack frame. AMB and AOB cards have RJ11 connectors.
Analogue Telephone Controls and Settings
Good quality analogue telephones will have a number of buttons and controls fitted. These control how the keypad dials out and how the recall (transfer) button works (Earth or Time Break Recall). The example is an Ascom Berkshire telephone.
The 3300 controller has to be programmed to match the telephone settings. The telephone may also be fitted with a Message Waiting lamp which can be used by the Embedded Voicemail System of the 3300 controller or external voicemail (NuPoint Unified Messenger). The installation engineer will have created a descriptor (usually number 1) using the ONS/OPS Circuit Assignment form that matches your phones.
Note
Time Break Recall is also known as Calibrated Flash LDE - Loop Disconnect keypad.Earth Recall Button.
MFE - DTMF keypad. Earth Recall Button.
MFT - DTMF keypad. Time Break Recall Button.
Ringer/Volume controls
Time Break Recall = Calibrated Flash
Message Waiting Lamp = Yes For Calibrated Flash
the Low Flash Timer must be blank
IP Telephones
All IP telephones connect to MCD through the local area network in the office. IP telephones are given an IP address (and other network options) when they are plugged in and
communicate directly with MCD. The unique Media Access Control (MAC) address that the IP telephone has is used to identify the telephone when it is connected to the network and the extension number is associated in the 3300 database with the MAC address. This means wherever the phone is plugged in it will always get the correct extension number. This makes moves and changes very simple. All programmed information on the phone (name, number and features) is held in the controller and not on the phone itself.
Although an IP set has buttons these do not send physical signals to MCD (as the analogue phones do). Therefore there is no circuit descriptor needed for IP phones.
Caution
More information on how IP phones connect and work including DHCP requirements is in Appendix B.
Programmable Key Modules
Several Multiline IP telephones can have a PKM attached if required. There are two versions, a 12 key and a 48 key. You select which you want when you program the phone into the database.
Multiline IP Telephone Programmable Keys
The keys on a Multiline IP telephone can be programmed as required. This is explained in a later module.
SIP Telephones
SIP telephones are programmed into the database in a similar way to IP phones but require additional information. SIP telephones do not support as many of the features and functions of the normal Mitel IP phones. You may also use a ‘soft’ SIP phone installed on a PC or laptop with the 3300. SIP phones require IP user licences. More information on SIP phones is in Appendix B.
Registering an IP Phone
All IP phones (whether single or multiline) work the same way. Once a device type and number have been assigned in the database the IP phone is connected to the network. With a new IP phone you have to associate the telephone MAC address with a programmed extension number. This is called registration. The process is slightly different depending on the type of phone you are registering.
Registering IP Telephone Types
After plugging the phone in the display will prompt you what to do. You will be asked to ‘Enter PIN…’ and press a key, usually the Superkey (blue) or the Hold key (red).
Enter the SET REGISTRATION PIN code followed by the extension number you want that phone to have. Then press the Superkey or Hold key.
The set will send its MAC address to MCD and connect, the display showing the date and time. Note
The Set Registration and Set Replacement PINs are programmed by the engineer during installation and are in System Properties – System Feature Settings - System Options. The classroom uses *** and ###.Registration Problems
Display: The set displays “Enter PIN…..” immediately after you have just registered it.
Problem: You have entered either an invalid PIN code or the wrong extension number for that type of set.
Display: The set displays “Set Locked Out…….”.
Problem: This can occur with a set that has been registered before and since removed. The set can ‘remember’ its PIN and extension number. To solve this problem remove the power to the phone and then power it back up while holding down the * key. Follow the on screen prompts. This will clear the ‘flash’ memory of the set.
Replacing a faulty set
If you need to replace a phone with a new one, simply unplug the old phone, connect the new one and when it asks for the PIN enter the SET REPLACEMENT PIN followed by the original extension number. This replacement code instructs the database to overwrite the original MAC address with the one of the new phone.
Adding, Modifying and Deleting Telephone Users
When you add a new user to the database the information you provide goes into several forms. Adding new users or modifying existing users is done in a single form, the User and Device Configuration Form and all the relevant forms are then programmed automatically. Users can be deleted using the same form.
Some of the information you add, such as the Class of Service and Class of Restriction will already have been setup during installation. These are covered in a later module.
The User Configuration form is in Users and Devices – Users and Device Configuration
Using Active Directory – Integrated Directory Services (IDS)
Users may also be added, deleted or changed using Microsoft Active Directory. In the User and Device Configuration form is a tick box to show the user is managed by IDS. If IDS is being used you should not use this form to make changes to these users but instead synchronise the MCD to the AD server. If you have phones programmed that are not specifically for users, such as hot desk devices then untick the box. Changes to these phones should be made in the User form. More information about IDS is in Appendix C.
Default Users, Roles and Templates
You can add a default user by providing all the necessary programming information about them. You can also create a Role and Template which allows you to quickly add users by having default information such as phone type and COS/COR already configured.
Add a Default User
Select Default User and Device and the form will open.
The edit screen presents 7 tabs showing all the information about this user. The Profile tab opens first.
The example below is for a user already added to the database. Profile Tab
The basic information about the user is added here, name, number and type of phone they will use. The Service Level is Full meaning this is a person with a physical phone on their desk. If they were a hot desk user then just tick the Hot Desking User box.
The Home Element and Secondary Element show which 3300 ICP/MCD the user is configured on and whether a second 3300 ICP/MCD is available for resiliency. This is a feature allowing the user always to have service if the Home Element should fail.
Device Details tab
Here is where you select whether the phone has a programmable key module (PKM) fitted, the phone’s MAC address (automatically entered during registration) and if it was an analogue phone it would display the PLID
Service Details tab
The Class of Service (COS) provides access to features and applications of MCD, essentially the ‘permissions’ the user has. The Class of Restriction (COR) allows the user to dial out on trunks. It controls what external access they have. COS and COR are covered in a later module. A COS and COR is entered for each of the 3 modes of operation, day, night 1 and night 2. You can also assign a number of personal speed calls to the user in the tab. If this is a SIP phone then additional information can be configured here. There is more information about SIP phones in Appendix B
Voice Mail tab
If the embedded voicemail system (EVM) is configured you can create mailboxes for your users. Voicemail is covered in detail in a later module.
Access and Authentication tab
If the user is a Hot Desk user, a Hot Desk ACD agent, has a wireless phone or the Phone Lock feature has been enabled the PIN for these features is entered here.
Desktop Admin allows the user to login to MCD and program their own phone from their PC. It requires a login name and password.
Phone Applications
The application allows web pages to be uploaded to the 3300 ICP/MCD and displayed on the ‘high end’ IP phones with displays that support it. The web pages could include company or hotel logos and information. You can also use the application to program and ‘lock’ keys to
Keys tab
Multiline IP phones have programmable keys allowing numbers and features to be assigned to the keys. These are covered in a later module.
Change/Copy/Delete a User
To change any details of a user just select the user you want and click the Change button. The 7 tabs open and you can edit the relevant fields. To Copy a user select the user you want to copy from and click the copy button. To delete a user just select the user and click the Delete button. If you get an error message when trying to delete a user it may be that their number is being used for another feature. For example they may have a button where incoming trunk calls are answered. That button would need to be deleted first.
User Roles and Templates
To make creating users easier you can create Roles with associated Templates which have some information already entered and then create users from the template.
For example: You need to add new staff members to the Marketing department. All staff there will use a 5340 phone and have Class of Service 6 and Class of Restriction 4.
Create a Role
Create a Role called Marketing with a ‘New Template’. This will automatically create the Template called Marketing.
Modify the new ‘Marketing’ Template
Add the relevant information to each tab you want to be default for this template. You can also specify default keys you want these users to have. The system will then create a key template.
If you enter a Department or Location they must already be programmed in the relevant forms in Telephone Directory Management – Department/Location.
Add a User with the Template
Click on Add – By Role and select the Role you created.
The Add user dialogue opens with the Template information. You now enter the rest of this users details.
You can create Roles and Templates for all user types including Hot Desk and ACD Hot desk agents.
Connect a PC/Laptop to an IP Phone
Most of the display IP phones have two Ethernet ports on the back. One is for connecting the phone to the network point at your desk; the other allows you to connect a PC or laptop. This way you only need one network point at the desk. Not all IP phones have a PC socket. You can disable the PC socket in the phones Class of Service.
Note
The Ethernet port on the phone has a speed of 100mb/sec. If you need a 1Gb/sec connection for your PC there is an optional stand for the phone providing a 1Gb/sec Ethernet port.
Network socket IP Phone
Locate Command
A very useful maintenance command is LOCATE. This allows you to find numbers, devices and features in the system. When programming a new phone you need to know what extension numbers are available. You also need to know which PLIDS are free for analogue phones. This is particularly useful if you have a lot of analogue phones. The command is also helpful for administrators to find out what the features users have activated on their desk phones. Maintenance Commands are entered in Maintenance and Diagnostics - Maintenance Commands. Enter the command and click Submit.
The Maintenance Command line has an auto complete option which is very helpful if you are not sure of the command syntax as you type it in. You can turn this feature off. There is also a favourites and history button to access recently used or common commands.
To find spare extension numbers within a given range:
LOCATE ALL FREE DN xxxx to yyyy or LOCATE FIRST FREE DN xxxx to yyyy LOCATE ALL FREE DN 2000 TO 2400
The response shows extensions 2001 to 2399 are free.
Note: you must enter the extension number in a consistent range of 2 to 7 digits. For example if you have a mix of 3 and 4 digit extension numbers your search must be xxx to yyy and then xxxx to yyyy. You cannot search from xxx to yyyy.
To find out the PLID of an analogue phone from an extension number: LOCATE EXTENSION XXXX
LOCATE EXTENSION 2000
This is an analogue device at the PLID of 3 1 1 1. The ‘Hybrid 4 ONS 6 LS’ and slot of 1 means it is an analogue main board in a CX/CXi or MXe controller. If it was the analogue option board in a CX/CXi it would be slot 2.
To locate any extension number: LOCATE EXTENSION 2401
This is an IP device and the first one programmed into the database (IP Device ID 1).
To find out where a number is being used: LOCATE NUMBER 6000
This number is assigned to a hunt group
To find out what features are active a phone:
LOCATE FEATURE EXTENSION 2400
The response shows that
extension 2400 has Do Not Disturb active.
A complete list of Locate commands (and all Maintenance Commands) can be found from the Help in the Maintenance Commands screen.
Lab – Adding, editing and deleting Users
Lab 1 - Program a standard analogue telephone (the same type as the working standard extension on your workstation) onto the PLID specified by your instructor
Step Task Expected Result/Observation
1 Select Users and Devices – Advanced
Configuration – Analog Telephones - ONS/OPS Circuit Assignment. Highlight number 1 and click Change.
This descriptor has already been created by your installation engineer and does not need changing. What is the value in the Message Waiting Lamp field?
Leave all options as they are, cancel the form without making any changes
2 Go to Maintenance and Diagnostics – Maintenance Commands Enter the locate command to find all free directory numbers in the range 2000 to 2099.
You should see that 2001 is free.
3 Select Users and Devices – User and Device Configuration. Click Add – Default User and Device
Enter the new users details in the tabs as follows: Name (choose something suitable)
Department – Training, Location your system location *
Number (2001) Device Type – analog PLID 3 1 1 1
Enter COS 2 and COR 3 for Day/N1/N2** Tick the box for Voicemail
Un-tick the box for Desktop Admin (not supported on analogue phones) Save your changes.
* These will automatically be added to the Department and Location forms
** COS/COR are covered in a later lab
4 Test the phone works by dialling it from another working extension.
Lab 2 – Program an IP phone
Step Task Expected Result/Observation
1 Look at the phones on your workstation and choose one that is displaying “Use Superkey to send…..”. This phone is not yet programmed. Make a note of the type of phone.
2 Go to Maintenance and Diagnostics – Maintenance Commands. Enter the locate command to find all free directory numbers in the range 2400 to 2499.
Make a note of the first free number. You should see that 2402 is free.
3 Select Users and Devices – User and Device configuration. Click Add – Default User and Device
Enter the new users details in the tabs as follows: Name (choose something suitable)
Department – Training, Location your system location
Number (2402)
Device Type – the type of phone Leave the MAC Address field empty Enter COS 6 and COR 4 for Day/N1/N2 Tick the box for Voicemail
Tick the box for Desktop Admin and enter a password (make a note of the
name/password shown) Save your changes.
4 From the phone enter the Set Registration code *** followed by the extension number – Press the blue Superkey or red Hold key – depends on the type of phone. The display will tell you which to press. 5 Check the phone is now working by making a call
to another phone.
6 Add another IP phone using one that indicates it is currently not programmed. Use number 2403.
Lab 3 – Delete a User
Step Task Expected Result/Observation
1 Select Users and Devices – User and Device Configuration. Highlight the IP phone you’ve just added – 2403. Click Delete and confirm.
The user is deleted and the phone goes back to an unregistered state.
2 Would you please add this phone back into the database (2403) as it will be needed in a later lab.
Lab – Adding Users with a Role/Template
Lab 4 – Create a new Role and Template for Marketing
Step Task Expected Result/Observation
1 Select Users and Devices – Templates – User Roles. Click Add and create a new Role called Marketing. Select the Template as New Template. You can add a Note to explain what this role is for. Save the new Role.
2 Select User and Device Templates, select the new Marketing template and click Change. In the tabs enter the following:
Department/Location* Device Type – 5340
COS 6 and COR 4 for Day/N1/N2 Tick the box for Voicemail
Save your changes.
*Note these MUST already be in the Department and Location forms.
3 Select Users and Devices – User and Device configuration. Click Add – By Role – Marketing
Look at the tabs to see the ‘default’ information you created in the Template has been added. You now just need to add:
Name (choose something suitable) Number (2402)
Save your changes.
You may create the user if you wish but it is not needed for any future labs.
Multiline IP Set Key
Programming
Objectives
When you finish this module, you will understand
The different key types of the IP phones
How to program the keys
Multiline IP Set Key Programming
Types of Keys on a Set
Prime Line and Line Appearance Keys
On this 5224 IP set the keys number from 1 to 24. Key 1 is the Prime Line Key and is where the set’s directory number is programmed. Keys 2 to 24 are Non-Prime line keys and are available for programming as required.
Programming Set Keys
Multiline Set keys can be programmed in 5 places:
Users and Devices - User and Device Configuration form
Users and Devices – Advanced configuration – Multiline set keys
Group Administration Tool (see later in this module)
Desktop Tool (see later in this module)
On the set itself by the userNote
Only the System Administration Tool can assign ALL types of key
2 1
23 24
Different Line Types and Options
Single LineA Single Line is a directory number that only appears on one key in the entire system. Single Lines may be Prime Lines (appears on the first key on multiline sets) or Non-Prime Lines (appears on any key other than the first key).
Example: The Manager’s phone has the directory number of 2401. It is also assigned a non-prime single line appearance of 2444 on key 2. With this second line, the Manager can make or receive calls even while engaged in a call on the Prime Line. This number (2444) could be a DDI number if required.
Ringing Options
When you program a key type with a number there is an option for ringing. The key will always flash (or stay on depending on the function) but you specify if you want the phone to:
RING – the phone will ring when that number is called. If you are busy on your prime line, the phone will only give a single burst of ringing and then stop (the key continues to flash).
RING CONTINUOUS – the phone will ring (and continue to ring until you answer it) even if you are busy on your prime line.
NO RING – the phone won’t ring (but the key will still flash)
DELAYED RING – the key will flash but the phone won’t ring until after a delay (programmed in the phone Class of Service)
DELAYED RING CONTINUOUS – same as RING CONTINUOUS but after the delay. These ringing options apply to all types of key programming where the key has a number that can be called. You can have different ringing options at each set when the keys have been programmed with the same type of function.Note
Please note the field ‘Button Label’ only applies those IP sets with large displays such as the 5320, 5330, 5340 and 5360 which can display this text. All other IP sets have a paper label. Similarly the field ‘URL’ is for book marking Internet Addresses – only available on the 5240 IP set.Multicall Lines
A Multicall Line appearance is a directory number that may appear on more than one set (and/or on 2 or more keys of the same set) and that can support simultaneous separate conversations at each of its appearances. When a new call rings in to the number, all idle appearances can ring. If one set answers, all other appearances of the same number become idle and are available for use. With the exception of new calls ringing all appearances, multicall lines cannot be used to monitor the state of other lines or devices. A multicall number can be a phantom number or the number of a real extension on the system.
Many Multicall Appearances on the Same Set
Many appearances of a Multicall line on one set allow one person to receive many calls to the same phone number on the same set. Current calls are placed on hold before new calls are answered. Once the calls are on hold the person can retrieve and service them in whatever order they choose. A set acting as a backup to an Attendant Console can use this functionality when rerouting incoming calls to various departments.
Multicall line appearances on many sets help to ensure that many simultaneous calls to a common number receive a prompt answer. Such configurations would be appropriate for sales desks, help desks, emergency services, etc.
Key 2 – multicall 4444 Key 2 – multicall 4444
Key System
A Key System appearance is a number that appears on many sets and/or the same set many times. A key system number can be a phantom number or an appearance of another extension number on the system. When a call is routed to a Key System number all the appearances will indicate the call but when one person answers all the appearances become busy. Another call to that number will return busy tone. A Key System appearance also functions as a busy lamp showing the status of the other number.
Key System is a useful way of having someone else’s number on your phone so you can answer their calls when they are not at their desk. An example of this is Manager Secretary.
Multiline Appearance Groups
When you have many keys programmed on different sets the Multiline Appearance Group allows you to see where they all appear. In the example above for a Multicall line the number 4444 was programmed onto 2401 and 2402.
Selecting the Group Directory Number 4444 shows that it appears on 2401 key 2 and 2400 key 3.
You can use the Multiline Appearance Group form to modify key programming.
Differences between Key System Lines and Multicall Lines
When a member of a Key System Group answers a call, the line becomes busy (only one member can use the line at one time). When a member of a Multicall Group answers a call, all other appearances of the line become idle (all group members can use the line simultaneously). When a member of a Key System Group places a call on Hold, the call can be retrieved by any member of the group. When a member of a Multicall Group places a call on Hold, the call can be retrieved only by the set that placed the call on Hold.
Direct Station Select / Busy Lamp Field (DSS/BLF)
In this module you have seen three of the line types: single line, multicall line and key system line. Two more line types are available: DSS/Busy Lamp and Secretarial.
When a Line Appearance Key is configured as a DSS/BLF key, it can have four different functions:
As a Busy Lamp (BLF), the key allows you to monitor the activity status of a directory number (Idle, Busy, Ringing, Do Not Disturb (DND)).
As Direct Station Select (DSS), the key acts as a speed call key to the directory number. When you transfer a call it can be supervised (you announce the call to the destination before releasing it) or unsupervised (you release the call without announcing it).
As Secretarial Transfer (dial-free), the key allows you to transfer calls without placing the call on soft hold to that directory number. Simply press the DSS/BLF key and the call will be automatically transferred (unsupervised).
As Directed Call Pickup, the key allows you to answer calls that are ringing at that directory number.
The monitored device may be on the same MCD or another MCD within the same cluster. When you program the line type “dss/busy lamp”, the key is a Direct Station Select key of the associated directory number while the corresponding appearance displays the status of the monitored device. When you program the line type “secretarial”, the key allows all the functions of “dss/busy lamp” and it also allows secretarial transfer of calls on soft hold to the associated directory number.
The example shows extension 2400 with Key 3 as a Secretarial appearance of 2401 and Key 4 as a DSS/Busy Lamp of 2402.
Feature Keys
You can assign features such as Auto Answer and Do Not Disturb, to any unassigned Line Appearance Key on the set or PKM. The key becomes a Feature Key. Pressing that key activates the assigned feature. In most instances the key works as a toggle key. Pressing the key enables the feature (there will be a visual indication). Pressing the key again disables the feature. Most display IP phoneshave many of these features (Callback, Call Forward, Campon, Music, Night Answer, Override, Privacy Release, and Swap) available on their softkeys under the display. Features unavailable on the softkeys can be programmed against any spare Line Appearance Keys. In the example a Do Not Disturb key has been programmed to key 3 on
Phone Lock
Phone lock is a feature available from Release 9 software allowing the user to ‘lock’ their telephone keys so no one else can use the phone. The feature is assigned to the user’s class of service and a spare line key on the telephone is programmed so it can be activated and deactivated. Using the feature requires a PIN which is programmed in the User and Device Configuration.
To activate the feature press the phone lock key and enter your PIN.
If you are using an analogue phone or IP phone with no line keys then you need a feature access code to activate and deactivate the feature.
Programming Phone Lock
In the users COS add the Phone Lock feature. Program a PIN in the User and Device Configuration form of the user.
In the Multiline Set Keys form (or the User and Device configuration) assign the Phone lock feature to a key. You may also do this by pressing the Superkey on your phone and following the prompts to program a Personal Key. It can also be done using the Group Admin and Desktop tools (see later in this module).
Programming Using the Desktop/Group Admin Tool
Individual Users can program the keys on their sets by using their browser to launch the web-based Desktop Tool. The Group Administrator can also access an individuals Desktop Tool through the Group Admin Tool.
For a user to access their Desktop Tool they must have an account created in the MCD User Authorisation Profiles Form.
In this example, Tom Gray has an account with just desktop access and his extension is identified (2401)
When Tom logs into MCD using his account name and password he is presented with the desktop tool.
Moving the mouse over a key will tell you whether the key is available to program or currently has something assigned to it. Simply select the feature from the right – help is shown at the bottom – and assign it to the key
The same desktop tool screen is shown to the Administrator when they login using the Group Administration tool and select the option to edit a user’s desktop.
Programming Keys from the Phone
The user can program the keys directly from the phone by pressing the Superkey and selecting ‘Personal Keys’ from the options. Not all key programming is available to the user. Refer to the phone user guide for details.
Lab – Programming Multiline keys
Lab 1 – Single Line
Step Task Expected Result/Observation
1 Select Users and Devices – Advanced Configuration - Multiline Set Keys
2 1. Highlight Extension 2400 and then highlight an unassigned button at the bottom. 2. Click Change Member and add the
following:
Directory Number 2444 Line type Single Line Ring Type Ring
Label (optional if the phone has a large display)
3. Save your changes
3 Check the line works
1. Make a call to 2444 and the phone should ring and the key flash.
2. Answer it and hang up.
3. Place a call to Extension 2400, answer it and keep it established. Now place a call to 2444. The key will flash, but does the phone ring?
4. Answer the call by pressing the flashing key. The call you have on 2400 is automatically held.
