MITEL COMMUNICATIONS DIRECTOR (MCD)

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MITEL

COMMUNICATIONS

DIRECTOR (MCD)

ADVANCED INSTALLATION AND MAINTENANCE

COURSE LAB WORKBOOK

ISSUE 3 (UK)

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MCD Advanced Installation and Maintenance Course

MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

NOTICE

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MCD Advanced Installation and Maintenance Lab Workbook

Lab Planner ...7-1 Lab 1 – Making Voice Mail Ports Available for RAD Greetings...7-4 Lab 2 – Programming a Class of Service for RAD Greetings...7-4 Lab 3 – Recording the RAD Greetings...7-5 Lab 4 – Assigning RAD Greetings to RAD Greeting Sets ...7-6 Lab 5 – Assigning the RAD Greeting Sets to RAD Greeting Ports ...7-6 Lab 6 – Testing the RAD Greetings ...7-7 Lab 7 – Programming a RAD Hunt Group...7-8 Lab 8 – Verifying Feature Access Codes (Optional) ...7-9 Lab 9 – Creating Classes of Service ...7-9 Lab 10 – Programming Phones for ACD (Optional) ...7-10 Lab 11 – Creating Traditional Agents (Optional) ...7-11 Lab 12 – Preparing the System for Hot Desk ACD Agents ...7-12 Lab 13 – Creating Hot Desk ACD Agents ...7-13 Lab 14 – Converting Traditional ACD Agents to Hot Desk ACD Agents (Optional) ...7-14 Lab 15 – Creating ACD Agent Skill Groups ...7-15 Lab 16 – Creating ACD Paths ...7-16 Programming Progress ...7-17 Lab 17 – Testing Basic ACD Functions...7-18 Lab 18 – Using Make Busy on Login (Optional)...7-20 Lab 19 – Programming Make Busy Walk Away Codes (Optional) ...7-21 Lab 20 – Programming ACD Agent Auto Logout (Optional)...7-22 Lab 21 – Setting the Path Unavailable Answer Point...7-23 Lab 22 – Removing Agent Auto Log Out (Optional)...7-24 Lab 23 – Setting Generic Group Alerts (Optional)...7-25 Lab 24 – Setting Specific Group Alerts (Optional)...7-27 Programming Progress ...7-29

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ii MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

Lab 25 – Setting Up a Path Priority (Optional) ...7-30 Lab 26 – Programming for Group Presence ...7-31 Lab 27 – Using ACD Skill-Based Routing ...7-32 Lab 28 – Programming a Dial Out (Optional) ...7-33 Lab 29 – Programming an Overflow Group...7-37 Lab 30 – Programming a Path Interlow...7-38 Programming Progress ...7-39 Lab 31 – Setting Predictive Overflow (Optional) ...7-40 Lab 32 – Programming a Gate (Optional) ...7-42 Lab 33 – Programming an ACD Express Groups ...7-42 Lab 34 – Viewing SMDR Event Records (Optional)...7-43 Lab 35 – Using Maintenance Commands (Optional) ...7-44

Module 8: System Data Synchronization (SDS)...8-1

Lab 1A – Share System Data Using Two MCDs Per Lab Station ...8-1 Lab 1B – Share System Data Using Other Classroom Lab Stations ...8-3 Lab 2A – Create a New Administrative Group Using Two MCDs Per Lab Station...8-5 Lab 2B – Create a New Administrative Group Using Other Classroom Lab Stations ...8-6 Lab 3 – Using Application Reach-Through...8-7

Module 9: Clusters in a Voice Network...9-1

Lab 1A – Creating a Cluster Using Two MCDs Per Lab Station ...9-1 Lab 1B – Creating a Cluster Using Other Classroom Lab Stations...9-4 Lab 2 – Program a Local-Only Directory Number ...9-7

Module 10: Integrated Directory Services (IDS)...10-1

Lab 1 – Implementing IDS on MCD...10-1

Module 11: Resiliency ...11-1

Lab 1 – Program A Resilient Device ...11-1

Module 12: Bandwidth Management...12-1

Lab 1 – Switching Zones ...12-1 Lab 2 – Installing the IP Phone Analyzer ...12-2 Lab 3A – Programming Bandwidth Management Using Two MCDs Per Lab Station...12-3 Lab 3B – Programming Bandwidth Management Using Other Classroom Lab Stations ...12-5

Appendix B: Hospitality ... B-1

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LAN, WAN, and L2 Switch Connections on the 3300 ICP

Module 1: LAN, WAN, and L2 Switch Connections on the

3300 ICP

Lab 1 – LAN, WAN and Layer 2 Switch Connections

The following exercise is for review purposes only. The IP information should not be changed if it is currently configured for the classroom LAN and WAN.

Step Task Observation 9

1 In the System IP Properties form:

What is your:

•

System IP Address?

•

Gateway IP Address?

•

Layer 2 Switch IP Address?

•

Primary DNS Server IP Address? 2 In the LAN Policy (QoS) form:

What is your :

•

DSCP Voice Media value?

•

DSCP Voice Signaling value?

•

Layer 2 Voice Media Priority?

•

Layer 2 Voice Signaling Priority? 3 In the Layer 2 Switch form:

•

How many ports are displayed?

•

What is listed at the top of the form? 4 In the Spanning Tree form:

•

Is RSTP enabled on your system?

•

Is the STP Bridge Priority set at its highest or lowest?

5 In the IP Routing form, what is listed at the top of

the form?

6 In the WAN Settings form:

•

Is WAN Access enabled?

•

What WAN IP Address Method is being used?

•

What are your other options for the WAN IP Address Method?

7 In the Remote Access (PPTP) form:

•

Is PPTP access enabled on your system?

•

What is the Client IP Address used for?

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Step Task Observation 9

8 In the Firewall Control form, what is the

programmed action for unknown packets?

9 In the Port Forward Table form, how many entries

can this form have?

10 Using the blank lines in the picture, label the IP-related connections on the front panel of the MXe chassis shown below.

11 Which database forms provide this MXe IP-related configuration?

12 Using the blank lines in the picture, label the IP-related connections on the front panel of the CXi chassis shown below.

13 Which database form provides this CXi IP-related configuration?

14 Using the blank line in the picture, label the IP-related connections on the front panel of the AX Controller card shown below.

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LAN, WAN, and L2 Switch Connections on the 3300 ICP

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MSDN/DPNSS Trunks

Module 2: MSDN/DPNSS Trunks

Lab 1 – MSDN/DPNSS Programming

Programming In this lab, you will be using the following forms, in this order:

•

Hardware > Modules > Controller Module Configuration form.

•

Hardware > Framers > Dual T1-E1 Framers form.

•

Trunks > Digital > Link Descriptors form.

•

Trunks > Digital > Digital Links form.

•

Trunks > Digital > MSDN/DPNSS/DASSII Trunk Circuit Descriptor form.

•

Trunks > Trunk Attributes form.

•

Trunks > Digital > Digital Trunks form.

•

Trunks > Digital > Network Synchronization form. Reference

Online Help > Contents > System Programming > Trunks > Digital Trunks > Program Embedded MSDN/DPNSS Trunks

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This is the hardware setup in some lab environments. Consult the instructor.

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Use this planning form to plan your programming.

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Step Task Expected Result 9

1 In the Controller Module Configuration form,

make sure that the module is programmed as a Dual T1/E1 Framer module. If it isn’t, program it for one.

The module is

programmed as a Dual T1/E1 Framer.

2 In the Dual T1/E1 Framers form:

•

Assign an available unit number to the framer.

•

Label the circuit.

The data is entered, saved, and displayed in the Dual T1/E1 Framers form.

3 In the Dual T1/E1 Framers form, select Change

Member. The Dual T1/E1 Framers change member window opens.

4 In the Dual T1/E1 Framers change member window, select T1 from the Interface Type drop-down menu for both ports. Select Save.

The data is entered, saved, and displayed in the Dual T1/E1 Framers form.

5 In the Digital Link Descriptors form, create a

Digital Link Descriptor for port 1 of the framer by selecting Add. Port 1 will be connected to the next node.

The Digital Link

Descriptors add window opens.

6 In the Digital Link Descriptors Add window:

•

Enter a unique number in the Number field.

•

Select A from the Address for Message Control drop-down menu.

•

Select DPNSS from the Integrated Digital Access drop-down menu.

•

Select the LT radio button for the Termination Mode.

The data is entered, saved, and displayed in the Digital Link Descriptors form.

7 To create a Digital Link Descriptor for port 2 of the framer, which will be connected to the previous node, select Add.

The Digital Link

Descriptors Add window opens.

8 In the Digital Link Descriptors Add window:

•

Select B from the Address for Message Control drop-down menu.

•

Select DPNSS Node from the Integrated Digital Access drop-down menu.

•

Select the NT radio button for the Termination Mode.

The data is entered, saved, and displayed in the Digital Link Descriptors form.

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9 In the Digital Links form, select Framer Port 1

and select Change:

•

Assign the Digital Link Descriptor you just created to Port 1.

•

Label the Link Connection Lab Y to Lab Z

The data is displayed in the Digital Links form.

10 Repeat step 9 for Port 2. Label the Link

Connection Lab Y to Lab X. The data is displayed in the Digital Links form. 11 In the MSDN-DPNSS-DASSII Trunk Circuit

Descriptor form, create the first Trunk Circuit

Descriptor:

•

Select Add.

•

Select Universal E1

from the Card Type drop-down menu.

•

Verify the Dual Seizure Priority is Incoming.

•

Select Main PBX from the Far End Connection drop-down menu.

•

Enter MSDN-DPNSS in the Signaling Protocol field.

The data is displayed in the MSDN-DPNSS-DASSII Trunk Circuit Descriptor form.

12 Create a second Trunk Circuit Descriptor:

•

Select Add.

•

Select Universal E1

from the Card Type drop-down menu.

•

Verify the Dual Seizure Priority is Outgoing.

•

Select Main PBX from the Far End Connection drop-down menu.

•

Enter MSDN-DPNSS in the Signaling Protocol field.

Select Save.

The data is displayed in the MSDN-DPNSS-DASSII Trunk Circuit Descriptor form.

13 In the Trunk Attributes form, double-click on an

available Trunk Service number and:

•

Enter an available COS number in the Class of Service field. The COS is programmed later.

•

Enter a 0 in the Dial In Trunks Incoming Digit Modification – Absorb field.

•

In the Trunk Label field, enter a label to identify this as an MSDN link.

The data is displayed in the Trunk Attributes form.

14 In the Digital Trunks form, double-click on the

first circuit. The first circuit is selected and the Trunk Number change window opens.

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2-6 MCD Advanced I&M Lab Workbook_UK_5.0_3.doc

15 In the Change window, perform range programming across the links:

•

Enter 30 into the Number of Records to Change field.

•

Select the trunk number drop-down menu and select Increment. Enter the first Trunk Number in the Value to Change field. In this lab, use 1001. Enter a one in the Increment by field.

•

Select Change All To from the Trunk Service Number drop-down menu. Enter the Trunk Service Number previously created in the Value to Change field.

•

Select Change All To from the Circuit Descriptor Number drop-down menu. Enter Port 1’s

Circuit Descriptor Number previously created in the Value to Change field.

•

Select Change All To from the Interconnect Number drop-down menu. Enter a one in the Value to Change field.

•

Keep Leave All Unchanged for the default of 1 in the Tenant Number field.

The data is entered, saved, and displayed in the Digital Trunks form.

16 Repeat step 23 for Port 2. Use 1101 for the first trunk number.

17 If the instructor designates your lab as the clock source, skip this programming. Otherwise, in the

Network Synchronization form, select Change

and enter the PLID of any trunk that leads back towards the clock source via the fewest hops. This information is provided by the instructor or on the connection diagram.

The PLID for the clock source is entered.

18 Enable Public Network Access Via DPNSS in the COS that is used for your lab’s IP sets and for the digital trunks you have just created.

The COS for the sets is programmed for Public Network Access Via DPNSS. 19 Make a call from the local PBX to a busy set on the

remote PBX across the MSDN/ DPNSS trunks. Are you able to Campon (Wait)?

ISDN and IP/XNET Trunk Groups also support this feature.

20 Make a call from the local PBX to a busy set on the remote PBX across the MSDN/ DPNSS trunks. Are you able to use the Callback feature?

IP/XNET Trunk Groups support this feature, but ISDN Trunk Groups do not.

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IP Networking

Module 3: IP Networking

Lab 1A – Programming an IP Network Using Two MCDs Per Lab

Station

Use this lab in classrooms that have two MCDs per lab station.

In this lab, you will be using the Traditional Method and the following forms:

•

System Properties > System Feature Settings > System Options form.

•

Voice Network > Network Elements form.

•

Trunks > IP/XNET > ICP/PBX Networking form.

•

Trunks > IP/XNET > IP/XNET Trunk Profiles form.

•

Trunks > IP/XNET > IP/XNET Trunk Groups form.

•

ARS programming forms.

Your lab setup will look like this:

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Use this diagram as a guide. Each system wants to dial the other system’s extension numbers, with no other leading digits, such as 9. No second dial tone should be provided.

1 In the System Options form, enable

DPNSS/QSIG Diversion. With DPNSS/QSIG Diversion enabled, call forwarding over XNET trunks is allowed. 2 In the Network Elements form on the 3300 ICP,

select Add and:

•

Enter the name of your second node (MiCD Instance) in the Name field; Lab 1B for example.

•

Enter your second node’s PBX number.

•

Enter the FQDN or IP Address of your second node.

•

Select Save.

Your local element and the second node are named and assigned a unique PBX number.

This automatically adds entries in the ICP/PBX Networking form.

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IP Networking

3 In the ICP/PBX Networking form on the 3300

ICP:

•

Note the PBX Numbers have been populated from the Network Elements form.

•

In the Profile tab, program this lab as the local ICP/PBX.

•

Assign the maximum number of VoIP calls to 10. The maximum number of VoTDM calls is programmed automatically.

•

In the IP Networking tab, enter the second node’s System IP address.

PBX numbers are assigned. Your lab is the local PBX. The IP addresses are entered for all labs, including your own. The maximum number of VoIP and VoTDM calls is

programmed.

4 In the Trunk Attributes form on the 3300 ICP:

Program a Trunk Service number with the following:

•

A COS that is unique to your IP trunks. Consider Public Trunk settings, allowing Public Network to Public Network access, and/or SMDR activation.

•

Absorb 0 digits. This prevents incoming digits from being modified, which will be simply the four-digit extension number.

•

Enter IPXNET for a trunk label.

The Trunk Service number is programmed.

5 In the IP/XNET Trunk Profiles form on the 3300

ICP, map the local trunk profile number 1 to the remote trunk profile number 1. Making all labs use the same profile for dial-in minimizes errors since each remote profile number is known. Enter the Trunk Service number programmed above.

The trunk profiles are linked. If this step is not correct, all calls to the remote system will fail. The remote system may be able to call you.

6 In the IP/XNET Trunk Groups form on the 3300

ICP, create one trunk group for the other node:

•

PBX Number = PBX Number of other node.

•

Local Profile Number = 1

•

Maximum Network Hops = 5

•

Network Signaling Type = IP

•

Voice Medium Type = IP

•

Number of Trunks = 10

•

Comments: To IP Lab L

The Trunk Groups are programmed.

7 Program ARS Routes and ARS Digits Dialed

forms to allow testing of the IP network using the

second node’s four digit extensions.

ARS is programmed for four digit dialing.

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8 Repeat steps 1 through 7 for the second node instead of the 3300 ICP.

9 Use the STATE XNET ALL command. What is one of the Link Handle values and the

Destination switches?

10 Use the STATE XNET LINK <Number> command to view the virtual IP trunk number assigned to an IP networking call after it has been established. What error is seen when there are no IP networking calls established?

11 Use the STATE XNET ICP <PBX Number>

maintenance command. Operation to the remote systems is verified. 12 Use the RESOURCE command to verify the

resources used on the local PBX.

13 Call an IP extension at each PBX. The call can be made and two-way audio is heard.

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IP Networking

Lab 1B – Programming an IP Network Using Other Classroom Lab

Stations

Use this lab in classrooms that have a single MCD per lab station.

•

Trunks > IP/XNET > IP/XNET Trunk Profiles form.

•

Trunks > IP/XNET > IP/XNET Trunk Groups form.

•

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Use this diagram as a guide. Each system wants to dial the other system’s extension numbers, with no other leading digits, such as 9. No second dial tone should be provided.

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IP Networking

Use the following planning tool.

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DPNSS/QSIG Diversion. With DPNSS/QSIG Diversion enabled, call forwarding over XNET trunks is allowed. 2 In the Network Elements form, double-click on

your local MCD and:

•

If not already done, enter a name provided by your instructor.

•

If not already done, assign it a unique PBX number provided by your instructor.

•

Repeat for each of the other lab systems in your classroom, entering their System IP address.

Your local element and all other elements are named and assigned a unique PBX

number.

3 In the ICP/PBX Networking form:

•

Note that the PBX Numbers have been populated from the Network Elements form.

•

In the Profile tab, program your lab as a local lab.

•

Assign the maximum number of VoIP calls to 10. The maximum number of VoTDM calls is programmed automatically.

•

In the IP Networking tab, enter the System IP address.

•

Repeat for each remote lab, with the exception of the local setting.

programmed.

4 In the Trunk Attributes form:

Program a Trunk Service number with the following:

•

A COS that is unique to your IP trunks. Consider Public Trunk settings, allowing Public Network to Public Network access, and/or SMDR activation.

•

Absorb 0 digits. This prevents incoming digits from being modified, which will be simply the four-digit extension number.

•

Enter IPXNET for a trunk label.

The Trunk Service number is programmed.

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IP Networking

5 In the IP/XNET Trunk Profiles form, map the

local trunk profile number 1 to the remote trunk profile number 1. Making all labs use the same profile for dial-in minimizes errors since each remote profile number is known.

Enter the Trunk Service number programmed above.

The trunk profiles are linked. If this step is not correct, all calls to the remote system will fail. The remote system may be able to call you.

6 In the IP/XNET Trunk Groups form, create one

trunk group for each of the other nodes:

•

PBX Number = PBX Number of other node.

•

Local Profile Number = 1

•

Maximum Network Hops = 5

•

Network Signaling Type = IP

•

Voice Medium Type = IP

•

Number of Trunks = 10

•

Comments: To IP Lab L

The Trunk Groups are programmed.

7 Program ARS Routes and ARS Digits Dialed

forms to allow testing of the IP network using

each lab’s four digit extension.

ARS is programmed for four digit dialing.

8 Use the STATE XNET ALL command. What is one of the Link Handle values and the

Destination switches?

9 Use the STATE XNET LINK <Number> command to view the virtual IP trunk number assigned to an IP networking call after it has been established. What error is seen when there are no IP networking calls established?

10 Use the STATE XNET ICP <PBX Number>

maintenance command. Operation to the remote systems is verified. 11 Use the RESOURCE command to verify the

resources used on the local PBX.

12 Call an IP extension at each remote PBX. The call can be made and two-way audio is heard.

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Lab 2 – Programming Direct IP Routing Using Two MCDs Per Lab

Station

Use this lab in classrooms that have two MCDs per lab station.

•

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IP Networking

3-11

DPNSS/QSIG Diversion. With DPNSS/QSIG Diversion enabled, call forwarding over XNET trunks is allowed. 2 In the Network Elements form on the 3300 ICP,

select Add and:

•

Enter the name of your second node (MiCD Instance) in the Name field; Lab 1B for example.

•

Enter your second node’s PBX number.

•

Enter the FQDN or IP Address of your second node.

Select Save.

Your local element and all other elements are named and assigned a unique PBX

number.

3 In the ICP/PBX Networking form on the 3300

ICP:

•

Note that the PBX Numbers have been populated from the Network Elements form.

•

In the Profile tab, program your lab as a local lab.

•

Assign a maximum number of VoIP calls to 10. The maximum number of VoTDM calls is programmed automatically.

•

In the IP Networking tab, enter the second node’s System IP address.

programmed.

4 In the ARS Routes form on the 3300 ICP, add a

route that will use Direct IP Routing.

5 In the ARS Digits Dialed form on the 3300 ICP,

select Add and then:

•

Enter the digits that match the second node’s CEID digits.

•

Set the Number of Digits to Follow to 4.

•

Set the Termination Type to Route.

•

In the Termination Number box, enter the route number that corresponds to the ARS route to the second node.

6 Repeat steps 1 through 5 for the second node instead of the 3300 ICP.

7 Call an IP extension at each PBX. The call can be made and two-way audio is heard.

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Session Initiation Protocol (SIP)

Module 4: Session Initiation Protocol (SIP)

Lab 1 – Configuring a Generic IP Phone for SIP

In this lab, you will be using the:

•

SIP Device Capabilities form.

•

Class of Service Options form.

•

User and Device Configuration form.

1 In the SIP Device Capabilities form, double-click

on an available number. In the SDP Options tab:

•

Select Yes for the Prevent the Use of IP Address 0.0.0.0 in SDP Messages option.

•

Select No for the Suppress Use of SDP Inactive Media Streams option.

A SIP Device Capabilities number is programmed.

2 In the Class of Service Options form, create a

COS for SIP phones with Public Network Access Via DPNSS option set to Yes.

A COS for SIP phones is created.

3 In the User and Device Configuration form,

create a Generic SIP phone and:

•

Program the SIP Device Capabilities number created above.

•

Program a COS for the SIP phone created above.

•

Enable Voice mail.

The SIP phone has the correct SIP Device Capabilities number and COS.

4 If not already done, download and/or install the

X-Lite SIP Softphone from www.counterpath.com. The X-Lite SIP Softphone software is downloaded and/or installed.

5 Open the X-Lite Softphone application, select

Softphone > Account Settings. A SIP Accounts window opens. 6 In the Account Settings window, enter the

following:

•

An account name (make one up).

•

User ID is the extension given to the Generic SIP phone.

•

The domain, which is the IP address of the controller.

•

Display Name, which is the display on the called party’s phone.

•

Authorization Name, same as User ID. Select OK to close the SIP Accounts window.

The X-Lite SIP Softphone registers with the controller and the User Name is displayed on the softphone.

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7 Place a call from the X-Lite SIP softphone to one

of your sets. The call is established. The PC needs a microphone and speakers to check audio. 8 Place a call from one of your sets to the X-Lite

softphone. The call is established. The PC needs a microphone and speakers to check audio. 9 In the X-Lite Softphone application, select

Softphone > Account Settings > Voicemail and:

•

Check the Check for Voicemail box.

•

Enter sip:xxxx@<Controller IP Address>, where xxxx is the voicemail hunt group number.

•

Check the Send Calls to Voicemail If Unanswered For box, and enter 5 seconds.

The X-Lite SIP Softphone’s voicemail is set up.

10 Place a call from one of your sets to the X-Lite softphone and let it go to voicemail.

11 From the X-Lite Softphone, check for the new voice mail.

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Lab 2A – Configuring SIP Trunks WRWKHFODVVRRP&2

This lab will use the CO to act as a simple SIP exchange service across SIP trunks In this lab, you will be using the:

•

Network Elements form.

•

SIP Peer Profile form.

•

Trunk Attributes form.

•

1 In the Network Elements form on the 3300 ICP,

add a SIP Peer and program the following:

•

Enter SIPPEER in the Name field.

•

Select Other from the Type drop-down menu.

•

Enter the CO’s IP address in the FQDN or IP Address field. It is provided on the wall.

•

Select the SIP Peer check box.

•

Select UDP from the SIP Peer Transport drop-down menu.

•

Enter 5060 in the SIP Peer Port field.

The SIP Peer is now a Network Element.

2 In the SIP Peer Profile form on the 3300 ICP, add

a SIP Peer Profile and program the following: In the Basic Tab:

•

Enter SIPPROF in the SIP Peer Profile Label field.

•

Select SIPPEER from the Network Element drop-down menu.

•

Select the IP Address radio button.

•

Change the Maximum Simultaneous Calls to 2.

•

Enter an unused Trunk Service number that will be programmed later.

A SIP Peer Profile is created.

3 In the Trunk Attributes form edit the Trunk

Service number above to absorb 7 digits (the CO sends all 11)

•

Enter a COS and COR. The COS must have Public Network Access Via DPNSS set to Yes.

•

Enter 0 in the Dial In Trunks Incoming Digit Modification – Absorb field.

•

Enter SIP TRUNKS in the Trunk Label field.

A COS is assigned to the Trunk Service number. No leading digits will be removed from the digit stream received from the CO or remote system.

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4 In the ARS Routes form on the 3300 ICP,

double-click on an available route number and:

•

Select SIP Trunk from the Routing Medium drop-down menu.

•

Select SIPPROF from the SIP Peer Profile drop-down menu.

A route is programmed for SIP trunks.

5 In the ARS Digits Dialed check that 9 is correctly

programmed to a route. Change the route to use the SIP peer.

Digits Dialed entries for each lab are programmed.

6

This step is blank

7 Test the programming by calling your lab external phone via the SIP trunk.

For example in London dial 902073511100

To call in to your system use the number shown on the wall. For example for London dial 0207357XXXX

8 Use the maintenance commands SIP LINK STATE ALL and SIP LINK STATUS to see if the nodes are communicating.

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Lab 2B – Configuring SIP Trunks Using Other Classroom Lab

Stations - THIS LAB IS NOT REQUIRED IN THE UK

This lab will use the CO to act as a simple SIP exchange service across SIP trunks In this lab, you will be using the:

•

Network Elements form.

•

SIP Peer Profile form.

•

Trunk Attributes form.

•

1 In the Network Elements form, add a SIP Peer

and program the following:

•

Enter SIPPEER in the Name field.

•

Select Other from the Type drop-down menu.

•

Enter the CO’s IP address in the FQDN or IP Address field. It is provided by the instructor.

•

Select the SIP Peer check box.

•

Select UDP from the SIP Peer Transport drop-down menu.

•

Enter 5060 in the SIP Peer Port field.

The SIP Peer is now a Network Element.

2 In the SIP Peer Profile form, add a SIP Peer

Profile and program the following: In the Basic Tab:

•

Enter SIPPROF in the SIP Peer Profile Label field.

•

Select SIPPEER from the Network Element drop-down menu.

•

Select the IP Address radio button.

•

Change the Maximum Simultaneous Calls to 2.

•

Enter an unused Trunk Service number that will be programmed later.

A SIP Peer Profile is created.

3 In the Trunk Attributes form, double-click on the

Trunk Service number used in the previous step and:

•

Enter a COS and COR. The COS must have Public Network Access Via DPNSS set to Yes.

•

Enter 0 in the Dial In Trunks Incoming Digit Modification – Absorb field.

•

Enter SIP TRUNKS in the Trunk Label field.

A COS is assigned to the Trunk Service number. No leading digits will be removed from the digit stream received from the CO or remote system.

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4 In the ARS Routes form, double-click on an

available route number and:

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Select SIP Trunk from the Routing Medium drop-down menu.

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Select SIPPROF from the SIP Peer Profile drop-down menu.

A route is programmed for SIP trunks.

5 In the ARS Digits Dialed form, create the

following entry:

9 770 12L + 4 digits, where L = lab Number

Digits Dialed entries for each lab are programmed.

6 Test the programming by calling your lab phones via the SIP trunk.

Dial 9 770 12L XXXX

Where L=Lab Number and XXXX =Extension For example, to call Lab 1, extension 1004, dial: 9 770 121 1004

Calls can be made and two-way audio is heard.

The call should be routed to the CO via the SIP trunk, then return via the SIP link to ring the destination

extension in your lab. 7 Use the maintenance commands SIP LINK STATE

ALL and SIP LINK STATUS to see if the nodes are communicating.

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Emergency Services Management

Module 5: Emergency Services Management

Lab 1 – Programming and Review of Emergency Services

Management Information

In this lab you will:

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Program Emergency Services Management

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View and interpret Emergency Services calls that appear on a display phone

Caution

While Mitel training facilities support simulated 911/999/112 calls, do not dial these numbers if using this lab with a live PSTN connection!

In this lab, in addition to the ARS forms, you will be using the Hunt Groups form.

Step Task Expected Result/Observation 9

1 Program all the required ARS forms to support

emergency call handling. Determine the

emergency number to program in ARS for your lab environment. Caution must be taken if you

program an actual emergency call number.

ARS is programmed for emergency calls.

2 Program the Hunt Groups form.

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Create a new Hunt Group as an Emergency Group Type

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Add members to the Emergency Hunt Group 3 Program an Emergency Call Notification Key on a

display phone

4 Make an emergency call. The emergency call displays

on the appropriate display sets.

5 Delete the Emergency Hunt Group.

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MCD Advanced Embedded Voice Mail

Module 6: MCD Advanced Embedded Voice Mail

Lab 1 – Programming the MLAA

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VM Mailboxes form.

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VM Multi-Level Auto Attendants form. Reference

Refer to the previous MLAA example. Use this planning form to plan your programming.

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1 In the VM Mailboxes form, create all single-digit,

top level mailboxes and define the appropriate mailbox type based on the planner.

The top level mailboxes are defined and programmed.

2 Create the lower-level mailboxes. The lower-level mailboxes are defined and programmed. 3 In the VM Multi-Level Auto Attendants form,

define the menu options for the Sales Menu Node mailboxes.

The Sales Menu Node is programmed.

4 Log into each of the mailboxes you created and record greetings specific for each mailbox. Leave the mailbox name blank, unless it is a Transfer Only mailbox.

The mailbox greetings are recorded.

5 Record the main company greeting by accessing the administrator mailbox to record system day/night greetings.

The main greeting is recorded.

6 Test the MLAA menu structure by dialing the voice mail pilot number followed by the * key twice to access the main greeting.

All branches of the MLAA structure provide the appropriate greeting, extension, or mailbox. 7 Try dialing zero for the operator, # to restart the

menu, and doing nothing during various levels of the MLAA.

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MCD Advanced Embedded Voice Mail

Lab 2 – Record-A-Call

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Hunt Groups form.

1 In the Class of Service Options form, create a

COS that has:

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Record-A-Call Active = Yes

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Record-A-Call – Save Recording On Hang-Up = Yes

The COS for Record-A-Call is programmed.

2 In the User and Device Configuration form,

choose a set to use and then:

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Assign the COS to the set.

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Program a Record-A-Call feature key.

The recording set has the correct COS.

A feature key is programmed on the recording set.

3 In the Hunt Groups form, create and program a

Recorder Hunt Group. Give it a pilot number and make it a Recorder hunt group. Add two voice mail ports as members.

A Recorder hunt group is programmed to use two voice mail ports.

4 Establish a call between an external trunk

extension and the recording internal extension. The call is established. Notify the called party that the conversation will be recorded.

5 Press the Record-A-Call feature key and begin a conversation. Hang up when the conversation is completed.

The feature key is lit and the conversation is recorded. The Message Waiting lamp will not be lit.

6 Check the recording set’s voice mail to retrieve the

recording. The recording is heard.

7 Remove the Hunt Group.

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Lab 3 - Forward to E-Mail

1 Check with your instructor who will provide the IP address of the classroom e-mail server.

2 Specify the IP address for your e-mail server in the

System Options form.

3 Configure Forward to E-mail parameters as follows:

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Activate the feature

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Specify your e-mail address

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Forward voice mails manually

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Keep all forwarded voice mails

4 Use a lab extension to place a call to your voice mailbox and leave a message.

5 Login to your voice mailbox to play the message. Forward the message to your e-mail inbox.

6 Open your e-mail account to play, and then delete, the message.

7 Login to your voice mailbox to verify the message has been kept.

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Automatic Call Distribution (ACD)

Module 7: Automatic Call Distribution (ACD)

Lab Planner

The tables below show the final outcome once all of the labs have been completed. Note that COSs and Timers are not included in the summary, as well as what is added in the optional labs. Check with your instructor for which optional labs to skip and which numbering plan to use if this one is not appropriate for your classroom.

Note

In the labs and illustrations, substitute your lab number for N. The labs and illustrations assume Lab 1, an MCD controller with 20 voice mail ports and a VM Hunt Group number of 1600. The VM ports are numbered from N601 to

N620. The last four ports will be used as RAD Greeting Ports.

RAD Greeting Ports Name

N617 RAD Port 1

N618 RAD Port 2

N619 RAD Port 3

N620 RAD Port 4

RAD Greeting Number Greeting

001 “Thank you for calling! Please hold for the first available agent.” 002 “Remember to ask our team members about this week’s special

offers!

003 “Your call is important to us. Please stay on the line.” 004 “Please hold to retain your place in the queue.” 005 “Sorry to keep you waiting!”

006 “I’m sorry; our offices are closed at the moment. Our business hours are Monday to Friday, from 9 to 5.”

RAD Greeting Set RAD Greetings Times to Play

10 001 – 002 – 004 1

11 005 – 004 – 003 – 005 1

12 006 1

Port ID RAD Greeting Set

1 (N617) 10

2 (N618) 10

3 (N619) 11

4 (N620) 12

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RAD Hunt Group Members

N900 N617 – N618

Feature Name Code

ACD Silent Monitor *04

ACD Agent Login *05

ACD Agent Logout #11

Do Not Disturb *06

Do Not Disturb Cancel #20

Do Not Disturb Cancel Remote #21

Do Not Disturb Remote *07

Make Busy - Setup *02

Make Busy - Cancel *03

* converted from Traditional ACD Agents to Hot Desk ACD Agents

Traditional ACD Agents

Agent ID Name

N101 Carol Smith - Supervisor N201 Sherry Jones N202 Jeff Lewis N203 Brian Moore N204 John Baker N205* Carl Long N206* Liz Green

Hot Desk ACD Agents

Agent ID Name

N102 Debbie Jacobs - Supervisor N205* Carl Long

N206* Liz Green N207 Jim Taylor N208 Sue Blake N209

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ACD Agent Skill Group Report Number Name Members

N501 N51 English Group N101 – N201 – N202 – N203 – N209 – N210 N502 N52 Spanish Group N102 – N204 – N205 – N206 – N209 – N210 N503 N53 Bilingual Group N207 – N208 ACD

Path Number Report Name Primary Agent Skill Group

Rec. 1 Rec. 2 Path

Unavailable Answer Point Priority Overflow Agent Skill Group Path Interflow Point N011 N01 English

Path N501 N900 N619 N620 < 64 N503 Console Att

N022 N02 Spanish

Path N502 N900 N619 N620 64 N503

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Hunt Groups form.

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Telephone Directory form.

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Station Attributes form.

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VM RAD Greetings form.

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VM Greetings form.

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Feature Access Codes form.

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ACD Agent IDs form.

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ICP/PBX Networking form.

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Cluster Elements form.

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ACD Agent Skill Group form.

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ACD Paths form.

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System Options form.

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Lab 1 – Making Voice Mail Ports Available for RAD Greetings

Voice Mail ports must be freed up so they can be used as RAD Greeting ports. Do this by removing them from the Voice Mail hunt group.

1 In the Hunt Groups form, delete the last four

members from the Voice Mail Hunt Group. Four ports are now available to reassign as RAD Greeting ports.

2 In the Telephone Directory form, add and

assign names to the four RAD Greeting ports. The four RAD Greeting ports are named.

Lab 2 – Programming a Class of Service for RAD Greetings

In this lab, you will set up a Class of Service to assign to the RAD Greeting ports later in the module. Program the following COS settings.

Class of Service Option Setting Notes

Comment RAD Greetings

COV/ONS/E&M Voice Mail No

Hot Desk Login Accept No Cannot have this set to Yes when

RAD is set to Yes. Recorded Announcement Device Yes

Recorded Announcement Device -

Advanced Yes For Analog, DNIC, and IQ RADs, set to No.

Answer Plus Delay to Message Timer Not used This timer is no longer used. It is now set in the ACD Path form as Recording x: Delay to Start Time. Answer Plus Expected Off-hook Timer 20 Set to 5 seconds longer than the

Answer Plus – Message Length Timer.

Answer Plus Message Length Timer 15 Set slightly longer than the longest RAD Greeting Set. For Analog and DNIC RADs, set to the length of the RAD greeting.

1 In the Class of Service Options form, create a COS for

the RAD Greeting ports with the options in the table. 2 In the Station Attributes form, assign the Class of Service

to the RAD Greeting ports for Day, Night 1 and Night 2.

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7-5

Lab 3 – Recording the RAD Greetings

RAD Greetings are recorded by accessing the Administrator’s mailbox and selecting option 8 from the main menu, then option 1.

1 Dial in to the Voicemail system and access the Administrator’s mailbox.

2 Choose option 8 and record the following RAD greetings. Speaking quickly will reduce lab times.

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RAD Greeting 001 - “Thank you for calling! Please hold for the first available agent.”

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RAD Greeting 002 - “Remember to ask our team members about this week’s special offers!”

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RAD Greeting 003 - “Your call is important to us. Please stay on the line.”

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RAD Greeting 004 - “Please hold to retain your place in the queue.”

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RAD Greeting 005 - “Sorry to keep you waiting!”

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RAD Greeting 006 - “I’m sorry, our offices are closed at the moment. Our business hours are Monday to Friday, from 9 to 5.”

Note

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Lab 4 – Assigning RAD Greetings to RAD Greeting Sets

In this lab, you will configure RAD Greeting Sets to use the messages you recorded earlier.

1 In the VM RAD Greetings form, assign the RAD

Greetings to RAD Sets 10, 11 and 12 as follows.

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Enter 1 in the Times to Play field.

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RAD Set 10 – RAD Greetings 1, 2, and 4

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RAD Set 11 – RAD Greetings 5, 4, 3, and 5

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RAD Set 12 – RAD Greeting 6

The RAD Sets, or RAD Greeting Sets, are programmed.

Lab 5 – Assigning the RAD Greeting Sets to RAD Greeting Ports

You must now assign a RAD Greeting Set to a RAD Greeting Port using the VM Greetings form.

1 In the VM Greetings form, assign the following

RAD Greeting Sets to the relevant Port ID.

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Port 17 – RAD Set 10

•

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Lab 6 – Testing the RAD Greetings

Test the RAD Greetings by dialing the RAD Port directly.

1 Dial each RAD Port and verify the correct message

is heard and that it is not cut off. If the RAD message is cut off, change the Answer Plus Message Length Timer in the RAD’s Class of Service to a value slightly longer than the longest RAD Greeting Set.

It may be necessary to change the Call Rerouting 1st_{Alternative for the RAD} Ports.

2 If any RAD Port fails the test, go back and rectify the problem before continuing.

(46)

Lab 7 – Programming a RAD Hunt Group

In this lab, you will create a RAD Hunt Group with a Phase Timer for later use.

1 Add a new Hunt Group N900 and program as follows.

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Hunt Group Mode – Terminal

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Class of Service – same as the RAD Greeting COS

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Hunt Group Type – RAD

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Phase Timer Ring – Phase Timer should be set to the total length of the RAD Greetings in Greeting Set 10 divided by 2.

2 Add RAD Ports 1 and 2 to this Hunt Group. These ports should have the same Greeting Set applied to them. Test by dialing the Hunt group pilot number.

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Lab 8 – Verifying Feature Access Codes (Optional)

1 In the Feature Access Codes form, if not already

done, program these commonly used feature access codes:

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ACD Silent Monitor – *04

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ACD Agent Login – *05

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ACD Agent Logout – #11

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Do Not Disturb – *06

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Do Not Disturb Cancel – #20

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Do Not Disturb Cancel Remote – #21

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Do Not Disturb Remote – *07

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Make Busy - Setup – *02

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Make Busy - Cancel – *03

Lab 9 – Creating Classes of Service

1 Create a Class of Service for the Agents and set options as in the table above.

2 Create a Class of Service for the Supervisors and set options as in the table above.

3 Modify the Class of Service for the Phones and set options as in the table above.

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Lab 10 – Programming Phones for ACD (Optional)

Note

A minimum of four phones are required.

1 Enable all of the multiline phones on your system for ACD.

What changes on the phone when this option is enabled?

2 Assign the COS to the phones.

3 Program the following keys on all ACD Sets:

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Make Busy

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Do Not Disturb

4 Program a key as a Superkey on all 5330 and 5340 phones. The Blue key on these sets is not a Superkey, it’s a setting key. So you must program one of the line keys as a Superkey.

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Lab 11 – Creating Traditional Agents (Optional)

1 In the ACD Agent IDs form:

For the supervisor:

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Create an ACD Agent ID N101 for the Supervisor.

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Assign the Class of Service for Supervisors.

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Assign Class of Restriction 1. For the agents:

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Create six ACD Agent IDs, N201 to N206, for the Agents.

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Assign the Class of Service for Agents.

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Assign Class of Restriction 1.

2 In the Telephone Directory form, assign names to

each ACD Agent ID as follows: Carol Smith – N101 Sherry Jones – N201 Jeff Lewis – N202 Brian Moore – N203 John Baker – N204 Carl Long – N205 Liz Green – N206 7-11

(50)

Lab 12 – Preparing the System for Hot Desk ACD Agents

These steps must be completed prior to adding Hot Desk ACD Agents.

Note

These steps may already have been completed. Verify settings, and then continue to the next lab.

1 IN the ICP/PBX Networking form:

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Add a local PBX using the number assigned by the instructor.

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Select Change Member and enter the local controller’s IP address.

The local PBX number is programmed and the controller is added as a member.

2 In the Cluster Elements form, select the Create

Cluster button. Enter Lab L in the name field, where L is your lab number.

A Cluster is created.

3 In the Cluster Elements form, select Change Member and:

•

Enter your PBX number in the PBX Number/Cluster Element ID field.

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Enter 777L in the Cluster Element ID Digits field, where L is your lab number.

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Select the Yes radio button in the Local field.

The member is programmed.

If a message is received about ARS digits not matching an ARS Digits Dialed record, select OK to continue.

(51)

Lab 13 – Creating Hot Desk ACD Agents

Hot Desk Agents are not configured in the ACD Agent ID form. They are configured in the User and Device Configuration form.

Note

If you are configuring a resilient ACD system, configure the agents as resilient Hot Desk ACD Agents. Refer to ACD Resiliency in the Resiliency Guide for details.

1 In the User and Device Configuration form, add

a Hot Desk User for a Supervisor with the following:

In the Profile tab, enter:

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Last Name – Jacobs

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First Name – Debbie

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Number – N102

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Department – as required

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Location – as required

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Select ACD Agent

In the Service Details tab, assign:

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Class of Service for Supervisors

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Class of Restriction 1

In the Access and Authentication tab, enter a PIN for the Hot Desk user.

2 Create two more Hot Desk ACD Agents:

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Jim Taylor – N207

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Sue Blake – N208

Assign them the Class of Service for Agents

Caution

Although it is possible to configure both Traditional ACD Agents and Hot Desk ACD Agents on one system, if CIS for Real-time and Reporting is being used, the CIS Server only supports one type per system.

(52)

Lab 14 – Converting Traditional ACD Agents to Hot Desk ACD

Agents (Optional)

Converting Traditional ACD Agents to Hot Desk ACD Agents is quick and simple.

Open the User and Device Configuration form, select the ACD Agent ID number of the existing Traditional Agent, and select the Hot Desking User check box.

1 In the User and Device Configuration form, add

a Hot Desk User.

2 Select the Profiles tab and under Service Profile:

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Enter N205, the ACD Agent ID number of the existing Traditional Agent.

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Select ACD Agent

3 Select the Service Details tab and assign:

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Class of Service for Agents

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Class of Restriction 1

4 In the Access and Authentication tab, enter a PIN for the Hot Desk user.

5 Select Save.

6 When the information window regarding converting agent appears, select OK to continue.

7 Repeat for Agent ID N206.

8 Programming Line Appearance keys for Hotdesk ACD Agents in the User and Device

Configuration form. Select a 5330 or 5340

extension and copy the Superkey, Do Not Disturb, and Make Busy keys to N102, and N205 through

N208.

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Lab 15 – Creating ACD Agent Skill Groups

Step Task Expected Results 9

1 In the ACD Agent Skill Group form, add a new

ACD Agent Skill Group as follows:

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Agent Skill Group ID Number – N501

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Agent Skill Group Reporting Number – N51

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Set Group Real Time Events to Yes. This is required by Contact Center Manager. Leave all other settings at default.

2 Add the following members, or Agent IDs, to the Agent Skill Group. Do not set a skill level yet. Agent IDs – N101, N201, N202, and N203 3 Add two more new ACD Agent Skill Groups as

follows:

Agent Skill Group ID Number – N502 Agent Skill Group Reporting Number – N52 Agent IDs – N102, N204, N205, and N206

Agent Skill Group ID Number – N503 Agent Skill Group Reporting Number – N53 Agent IDs – N207 and N208

each ACD Agent Skill Group as follows:

N501 – English Group N502 – Spanish Group N503 – Bilingual Group

(54)

Lab 16 – Creating ACD Paths

1 In the ACD Paths form, add a new Path as follows:

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Path Directory Number – N011

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Path Reporting Number – N51

2 Select Change Member and set the following parameters:

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Primary Agent Skill Group ID – N501

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Recording 1 Delay to Start – 5 seconds

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Recording 1 Directory Number – N900

This is the RAD Hunt Group that contains ports 17 and 18.

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Repeat Last Recording Enabled – Yes

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Last Recording Repeat Interval – 20 seconds

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Path Real Time Events – Yes

This is required by Contact Center Manager. Leave all other settings at default

3 Add another Path as follows:

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Path Directory Number – N022

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Path Reporting Number – N52

4 Select Change Member and set the following parameters:

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Primary Agent Skill Group ID – N502

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Repeat Last Recording – Yes

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Last Recording Repeat Interval – 20 seconds

•

Path Real Time Events – Yes Leave all other settings at default

each Path as follows:

N011 – English Path N022 – Spanish Path

(55)

Programming Progress

This is what has been programmed so far.

Last recording repeat interval – 20 sec

ACD Path

Directory Number – N011 Report Number – N01

Primary Agent Skill Group

Group ID Number – N501 Group Reporting Number – N51 _______________________________

Agent IDs – N101, N201, N202, N203

Recording 2

Delay to Start – 10 sec

Recording 1

Delay to Start – 5 sec RAD Hunt Group – N900, containing RAD Ports N617 and N618 ______________________________ “Thank you for calling! Please hold for the first available agent. Remember to

ask our team members about this week’s special offers! Please hold to

retain your place in the queue.”

RAD Port – N619

_______________________________ “Sorry to keep you waiting! Please hold

to retain your place in the queue. Your call is important to us. Please stay on

the line. Sorry to keep you waiting!”

ACD Path

Directory Number – N022 Report Number – N02

Primary Agent Skill Group

Group ID Number – N502 Group Reporting Number – N52 _______________________________

Agent IDs – N102, N204, N205, N206

Recording 2

Delay to Start – 10 sec RAD Port – N619

_______________________________ “Sorry to keep you waiting! Please hold

to retain your place in the queue. Your call is important to us. Please stay on

the line. Sorry to keep you waiting!”

Recording 1

Delay to Start – 5 sec RAD Hunt Group – N900, containing RAD Ports N617 and N618 ______________________________ “Thank you for calling! Please hold for the first available agent. Remember to ask our team members about this week’s special offers! Please hold to

retain your place in the queue.”

Last recording repeat interval – 20 sec

(56)

Lab 17 – Testing Basic ACD Functions

In this lab, you will test the various options you’ve programmed so far, including logging in agents, RAD Greetings, Make Busy, and DND.

Part 1 - You will test the basic ACD functionality.

Step Task Observations 9

1 On any ACD enabled phone, press the Superkey and follow the prompts to log in agent N201, who belongs to Path N011. FACs can be used as well.

2 Make a call to N011 and make sure you get the RAD Greetings at the appropriate times.

3 Answer and hang up the call. Note the Work Timer message on the Agents phone.

4 Make another call to the path while the Work Timer message is on the agent’s phone. What happens? 5 Dial the Agents ID number directly. What happens? 6 On any ACD enabled phones, log in agents N101 and

N202, who belong to Path N011.

7 Make a few calls to N011, answer the calls, and prove that the Path hunts for the longest idle agent.

8 Press the Make Busy key on one of the phones and then make a few calls to N011. What happens?

9 Dial the Agent ID number of the Make Busy agent directly. What happens?

10 Remove Make Busy.

11 Press the DND key on one of the phones and then make a few calls to N011. What happens?

12 Dial the Agent ID number of the DND agent directly. What happens?

What’s the difference between Make Busy and DND? 13 Remove DND.

14 Log out all agents.

Part 2 - Now you will test the Work Timer, Silent Monitor and Request Help features.

Step Task Expected Results/Observation 9

15 Log in the following Supervisor and Agent.

N101 – Supervisor N201 – Agent

MITEL COMMUNICATIONS DIRECTOR (MCD)

MITEL

COMMUNICATIONS

DIRECTOR (MCD)

ADVANCED INSTALLATION AND MAINTENANCE

COURSE LAB WORKBOOK

ISSUE 3 (UK)

Table of Contents

Module 1: LAN, WAN, and L2 Switch Connections on the

3300 ICP

Lab 1 – LAN, WAN and Layer 2 Switch Connections

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Module 2: MSDN/DPNSS Trunks

Lab 1 – MSDN/DPNSS Programming

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Module 3: IP Networking

Lab 1A – Programming an IP Network Using Two MCDs Per Lab

Station

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