Nortel BCM 3.5 Handbook - Digitcom

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Software Solutions......................................................................................................................62 Telephony..................................................................................................................................... 68 Chapter Highlights......................................................................................................................68 Overview.....................................................................................................................................68 Emerging Trends ........................................................................................................................69 Benefits.......................................................................................................................................69 CLASS/CMS Features................................................................................................................70 Call Detail Recording (CDR) .....................................................................................................71 Telephony Features and Benefits................................................................................................74 Telephony Enhancements...........................................................................................................95 Data Capabilities ......................................................................................................................... 98 Chapter Highlights......................................................................................................................98 Overview.....................................................................................................................................98 Emerging Trends ........................................................................................................................99 Benefits.......................................................................................................................................99 Routing Services.......................................................................................................................100 IP Services ................................................................................................................................105 LAN Connections .....................................................................................................................111 WAN Connections....................................................................................................................112 Messaging................................................................................................................................... 118 Chapter Highlights....................................................................................................................118 Messaging Sales Scenario.........................................................................................................119 Overview...................................................................................................................................121 Emerging Trends ......................................................................................................................122 Benefits.....................................................................................................................................125 Voice Messaging Overview......................................................................................................126 iii
CallPilot Unified Messaging.....................................................................................................137 Voice Messaging Feature Codes...............................................................................................139 Features and Benefits................................................................................................................141 Voice over IP (VoIP) ................................................................................................................. 160 Chapter Highlights....................................................................................................................160 Voice over IP Sales Scenario....................................................................................................161 Overview...................................................................................................................................163 Emerging Trends ......................................................................................................................163 VoIP Benefits............................................................................................................................164 Voice over IP Trunk Capability................................................................................................165 Voice Networking ...................................................................................................................... 178 Chapter Highlights....................................................................................................................178 Voice Networking Sales Scenario ............................................................................................178 Overview...................................................................................................................................180 Emerging Trends ......................................................................................................................180 Benefits.....................................................................................................................................181 Meridian Customer Defined Networking (MCDN)..................................................................181 Lines/Trunks Used for Networking ..........................................................................................182 Networking Applications..........................................................................................................184 Access Using <strong>BCM</strong>...................................................................................................................185 <strong>BCM</strong> and a Gatekeeper.............................................................................................................189 Call Center ................................................................................................................................. 200 Chapter Highlights....................................................................................................................200 Call Center Sales Scenario........................................................................................................200 Overview...................................................................................................................................202 Emerging Trends ......................................................................................................................205 iv
Page 1 and 2: Business Communications Manager Han
Page 3: Table of Contents Introduction ....
Page 7 and 8: System Performance Requirements ...
Page 9 and 10: System Management and Software Opti
Page 11 and 12: Introduction Chapter Highlights •
Page 13 and 14: Business Communications Manager 3.0
Page 15 and 16: At the Infrastructure Level Since I
Page 17 and 18: operations and customer service str
Page 19 and 20: the IP station support of BCM to pr
Page 21 and 22: Streamlined Costs The ultimate goal
Page 23 and 24: • LAN CTE - allows customers to u
Page 25: Platform Services The BCM system ca
Page 28 and 29: Hardware Chapter Highlights • BCM
Page 30 and 31: The main component of the BCM is th
Page 32 and 33: BCM 3.0 offers a number of new hard
Page 34 and 35: Business Communications Manager LED
Page 36 and 37: Figure 2-4 The MSC also provides th
Page 38 and 39: • Page Output The BCM uses Page O
Page 40 and 41: 32-Port Digital Station Media Bay M
Page 42 and 43: Trunk Media Bay Modules Trunk Media
Page 44 and 45: Figure 2-11 The DDIM is supported i
Page 46 and 47: Caller ID Trunk Media Bay Module 8
Page 48 and 49: Fiber Expansion Media Bay Module (B
Page 50 and 51: The 4x16 is available in North Amer
Page 52 and 53: Data Networking Hardware Components
Page 54 and 55:
A special cable is required to conn
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The portfolio also offers tilt disp
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The T7208 supports the following fe
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• Volume control (rocker type)
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M7324 Telephone Figure 2-21 The M73
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Feature List T7100 T7208 T7316 M732
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For high-density analog connectivit
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Central Answering Position (CAP) Fi
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• i2004 Internet Telephone - is i
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• Self-labeling programmable keys
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icon-based characters. These featur
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• User-friendly design supports t
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BCM Handbook Introduction Hardware
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BCM offers a number of ways to conn
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• Automatic Redial • central of
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• Store and clip • Provide real
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Table 3-2 Features Description Bene
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Features Description Benefits Auxil
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Features Description Benefits Call
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Features Description Benefits Confe
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Features Description Benefits Direc
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Features Description Benefits Flexi
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Features Description Benefits Last
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Features Description Benefits Move
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Features Description Benefits Remot
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Features Description Benefits Servi
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Features Description Benefits Unsup
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Increased Analog Station Capacity T
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Data Capabilities Chapter Highlight
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over public networks. A single BCM
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RIP v2 RIP version 2 is very simila
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Figure 4-2 BCM also supports Static
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Network Address Translation (NAT) N
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Figure 4-3 DNS The Domain Name Serv
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PPTP Point-to-Point Tunneling Proto
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WAN Connections A wide area network
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Point-to-Point Protocol (PPP) is a
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policies for time of day or in reac
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Page 132 and 133:
Messaging Sales Scenario The Challe
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Business Impact Auto Attendant has
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Table 5-1 Application Groupware Ema
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Benefits CLASS/CMS Integration In a
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Mailboxes (Voice Messaging) The sys
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Optional Voice Messaging Software A
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Voice Messaging Call Answering Over
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Mailboxes A mailbox is a storage pl
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• User mailboxes can be assigned
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CallPilot Unified Messaging CallPil
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• Microsoft Outlook 98 and 2000 i
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Features and Benefits Administratio
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Feature Description Benefits Site-b
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Feature Description Benefits Custom
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Fax Messaging Features Table 5-8 Fe
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Feature Description Benefits Called
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Feature Description Benefits Messag
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Feature Description Benefits Prerec
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Feature Description Benefits Multip
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Reports Table 5-12 Feature Descript
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Feature Description Benefits Incorr
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Voice over IP (VoIP) Chapter Highli
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includes fully featured traditional
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VoIP is becoming an increasingly im
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VoIP Gateway The VoIP gateway: •
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Network Performance Utilities Two c
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Figure 6-1 Figure 6-2 170
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As the network delay (the total tim
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If the call is to a digital or anal
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Media Path Management/WAN Figure 6-
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Page 194 and 195:
Voice Networking Chapter Highlights
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The number of extensions a business
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Message Waiting Indication. (Additi
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DPNSS Digital Private Network Signa
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• Call into BCM and use remote fe
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How Calls Are Made Dialing plans ar
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Toll Bypass with VoIP Gateway Figur
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MCDN Features Customers can benefit
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The BSTs, T7316, T7208 and T7100, a
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Without TRO (2 PRI/IP Links) Figure
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With TAT (1 PRI/IP Channels) Figure
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Page 218 and 219:
system into a solution that could h
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• Longest Idle and Top-down routi
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Emerging Trends Today’s call cent
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Improve Customer Service BCM Call C
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The Call Center applications can in
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Features Basic Call Center Professi
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Feature Description Benefits Intell
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Line Priority This feature lets the
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Agents Features The Call Center app
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Feature Description Benefits Skills
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System Features The Call Center has
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Multimedia Call Center The primary
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Multimedia Call Center Features Cha
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eal-time access to a wealth of info
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Figure 8-1 Information displayed in
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• Agents who are busy are highlig
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• TCP/IP protocol • SVGA displa
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Wallboard Schedule Messages can be
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History View Figure 8-6 Summary Vie
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Call Center Keycodes Basic Call Cen
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241
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Page 262 and 263:
Emerging Trends An old bumper stick
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Figure 9-1 - IVR embedded in the BC
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Education • Local school district
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PSO is ready to assist business cus
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• A scheduling IVR application co
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Database Support The following data
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Mobility Chapter Highlights • Nor
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data and wireless while providing i
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• Offers cost-effective desk-cent
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BCM Wireless VoIP Integration Funct
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Alerting Tone Attenuation The H.323
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• Last Number Redial • Speed Di
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Call released - press END key or fa
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Figure 10-11 Current H.323+ Wireles
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Figure 10-16 5. The user then enter
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802.11 Wireless VoIP Gatekeeper - B
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Figure 10-22 Symbol NetVision Phone
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Figure 10-23 Wireless LAN Access Po
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Compatible Third-Party Wireless VoI
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• Plan of integration into existi
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Miller & Reid has a front-desk atte
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The GUI also provides information n
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CTI offers companies the following
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Figure 11-1 With PCM, a user can ac
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active at any given time (with exce
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In the past, the knowledge worker w
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Attendant Console BCM Attendant Con
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caller has been waiting. This infor
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Attendant Software This software pr
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notification lets the assistant pic
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• Send the caller to an assistant
Page 326 and 327:
Compatibility Attendant Console is
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307
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Virtual Private Networks (VPN) Chap
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security advantages, as it allows b
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This growth means that the dominant
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Remote Access Outsourcing Features
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Figure 12-3 Extranet Features and B
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VPN Infrastructure If businesses re
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This model is often used to support
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Authenticity and Integrity Authenti
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VPN Typical Applications Small, med
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Extranets Figure 12-13 shows a VPN
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Security Payload (ESP) and Authenti
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company. The PPTP implementation on
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Page 356 and 357:
that some branches could not offer
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Figure13-1 In addition, third party
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that are enabled via keycode, eithe
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• Provides the ability to monitor
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BCM Management Access Options Conne
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Figure 13-4 Significant improvement
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Figure 13-6 The Services and Resour
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Figure 13-8 347
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Figure 13-10 shows the Setup and Ma
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In BCM 3.0, the voice application b
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Finally, BCM also supports MIB II.
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BCM Network Configuration Manager a
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• System QuickStart Wizard Settin
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• Hold/unhold calls • Forward a
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Table 13-3 Options Try-and-Buy Opti
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Server/Client Software Some server/
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BCM 3.5 Updates This document suppl
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Introduction BCM 3.5 is a key compo
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Telephony As with previous releases
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• Integrated BLF/DSS • Fixed bu
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• Colors: charcoal and platinum W
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Passive Call Log Call logging is en
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• IP/UDP Header Compression reduc
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Auto Attendant Park and Page When a
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directly to BCM 3.5. Common formats
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Call Center Enhanced Call Center fe
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Broadband Service Node or another B
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Apache Web server upgrades BCM 3.5
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System Management and Software Opti
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• Store data off the NCM database
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• setting the Authentication type
Page 418 and 419:
Page 420 and 421:
Glossary AbsorbLength A setting tha
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Automatic Dial A feature that allow
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us A collection of communication li
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Call Pickup Directed A feature that
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Companion Wireless provides mobilit
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Direct-dial number The digit used t
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IP addresses from a central point a
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filtering Filtering is the process
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Hard disk drive A data storage devi
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Initialization The steps required t
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ISDN DN A directory number (DN) use
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Maintenance A type of programming t
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network device A network device is
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Page A feature you can use to make
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PPP is a full-duplex protocol that
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public line An external line that c
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Remote access service (RAS) The RAS
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Router A router is a device that fo
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Data, or duplicating System Data on
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T T-1 Digital carrier system or lin
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IP dictates how packets are sent ou
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the person he or she calls will hea
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Page 466 and 467:
Application Program Interface, 287,
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Overview of portfolio, 46-50 T24 Ke
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CLID alignment on multiple line app
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DN, 84, 393, 412 DND, 83 On Busy, 8
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Guest Mailbox, 150 GUI, 130, 132, 1
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Connections, 111 Switch, 173 LAN CT
Page 478 and 479:
Source, 395, 405, 415 MWI, 45, 192,
Page 480 and 481:
Personal Call Manager. See PCM , 29
Page 482 and 483:
Services, 92 Static, 15, 101 Steps,
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