Manual de Estudiante Mitel 3300

MITEL
Mitel Communications
Director for 3300 ICP
Basic Installation and Maintenance

Training Course Student Manual
Volume 2
Issue 4.0.1
MCD for 3300 ICP Basic Installation and Maintenance Course
NOTICE
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Table of Contents
Volume 1
1. How to Use This Student Manual
2. Additional Resources for This Course
3. Installing the Hardware
4. Establishing Communications with the Controller
5. Configuring the Hardware
6. Assigning Access Privileges
7. Healthy System Checklist
8. Upgrading or Reloading Software
9. Programming and Registering the Sets
10. Controlling Phone Features With Classes of Service
11. Programming the Lines and Features of the Sets
12. Telephone Directory
13. Attendant Consoles
Volume 2
14. Move/Add/Change Users
15. Troubleshooting the System and the Sets
i
16. Hunt/Pickup/Ring Groups
17. Analog Trunks
18. SMDR, Printers, and System Ports
19. Automatic Route Selection (ARS)
20. Digital Trunks
21. Call Rerouting
22. Hot Desking
23. Voice Mail
24. Music On Hold and Paging
Appendices
A. Interconnect Restrictions
B. Tenanting
C. Intercept Handling
D. Traffic Reporting
E. Account Codes
F. High-End Sets
G. Speed Calls
H. Configuration Wizard
ii MCD for 3300 ICP Basic I&M TOC_rev3.doc

Move/Add/Change Users
Objectives
14
When you finish this module, you will:
Understand how to import and manage user data.

Use the User Configuration form to add, copy, change, or delete user and
device data.
Use the Change Attribute Assignment form to control any telephone’s
attributes.
Learn how to use the Move maintenance command to change directory
information.
14-2 Move_Add_Change Users_rev4.doc

Importing and Managing User Data
The User Configuration form displays a list of the users, including Hot Desk users, and devices
that are currently programmed in the system.
The User Configuration form does not display entries for consoles, Hunt Groups, remote
directory numbers, and telephone directory-only entries.
Use this form to:
• Search for a user based on specific criteria. For example, search for entries with a specific
Directory Number or name.
• Quickly add, copy, change, or delete user and device data using a single form.
• Import user configuration information into the database. Using the import functionality, you
can quickly import large amounts of user configuration data.
The User Configuration form is data from a number of other system forms, but it does not
replace those forms. For example, to create user authorization profiles, you can choose to use
either the User Authorization Profiles form or the User Configuration form. The advantage of
using the User Configuration form to manage user data is that you can modify a wide range of
user data, such as Telephone Directory, Department, or Personal Speed Call assignments,
without having to navigate through a large number of forms.
14-3

Importing User Configuration

There is a tool that allows you to import a large number of new users and devices by importing
configuration data from a Comma Separated Value (CSV) formatted file. The 3300 Import
Spreadsheet tool can only be used to add new users to the database.
The .csv format for importing files is different than the .csv format used to export files. When
importing, use the .csv format described in the 3300 Import Spreadsheet form.
You need Microsoft Excel® 97 or higher installed on your programming PC to download and
read the 3300 Import Spreadsheet form and import data into the system database.
You need a Zip archive application like WinZip® installed on your programming PC in order to
open the 3300 Import Spreadsheet form after downloading it.
Note
If you have a multi-system site, you must complete a separate Import
Spreadsheet for each system. Do not create one spreadsheet containing all
new configuration data for the entire multi-system site.
Download the 3300 Import Spreadsheet from the 3300 ICP by selecting the User Configuration
form and then selecting the Import button.
Importing was discussed in the COS module, and was used to import the recommended feature
codes that are used in this class.
14-5
; Lab 1 - Change a Phone’s Location
In this lab, you will be using the:
• System Administration > Telephone Directory Management > User Configuration form.
• System Administration > Telephone Directory Management > Telephone Directory

Assignment form.
Note
This lab changes only the location of the extension as listed in the telephone
directory. The name and COS remain the same.
Step Task Expected Result 9
1 Navigate to the System Administration > The User Configuration form

Telephone Directory Management > User is displayed.
Configuration form.
2 Select any lab extension and make note of its The extension is selected.
current extension number, COS, and COR.
3 Select Change. The User Configuration
change window opens.


4 In the User Configuration change window, Change A new Location is entered.
the Location field to something else.
5 Select Save. The data is saved, but no
change is indicated in the
User Configuration form.
5
4
14-7

6 Navigate to the System Administration > The Telephone Directory
Telephone Directory Management > Telephone Assignment form is
Directory Assignment form. displayed.
7 Verify that the change was made, The new Location is
displayed for the extension.
7
6

; Lab 2 - Add a New User to the Database

• System Administration > Telephone Directory Management > User Configuration form.

Assignment form.
• System Administration > User Authorization Profiles
• System Administration > System Options > Station Service Assignment form.
• System Configuration > Devices > IP Telephones > Multiline IP Sets > Multiline IP Set
Configuration form.
1 Navigate to the System Administration > The User Configuration form

Telephone Directory Management > User is displayed.
Configuration form.
2 Select Add. You will be programming only, no The User Configuration add
hardware is required. window opens.
3 In the User Configuration add window, make up The data is entered. Some
and enter: options are unavailable
because they are read-only
• Last and First Name
or other programming is
• Extension Number required.
• Department
• Location
• Device Type
• MAC Address
• PLID (if applicable)
• If Desktop Admin is checked, a Password
• If Desktop Admin is checked, Confirm
Password
4 Select Save. The data is saved and
displayed in the User
Configuration form.
14-9

5 Navigate to the following forms and verify the new The appropriate forms are
user has been added. displayed.
• Telephone Directory Assignment form.
• User Authorization Profile form.
• Station Service Assignment form.
• Multiline IP Set Configuration form, if it was a
multiline set that was added. If not, go to the
appropriate form.
14-11
; Lab 3 – Importing Multiple Users Into the Database
In this lab, you will be using the System Administration > Telephone Directory Management >
1 Locate and open the Import Spreadsheet that The Import Spreadsheet is
was used in the COS module. located and opened.
2 Select the User Configuration tab. The User Configuration
spreadsheet is displayed.
3 Enter some users and their user-related options. New users and their options
are entered into the User
Configuration spreadsheet.
4 Select the Check Data Format button and The formatting is checked and
change any formatting errors. either the errors are outlined in
red or, if nothing happens, the
formatting is correct.
5 When the formatting is correct, select the Save Although it seems like nothing
for Import button. happened, look for a file
similar to User Configuration
SDS_200807180726.csv in
the same folder as the Import
Spreadsheet.
Part 1 of User Configuration Import Spreadsheet
4
3
5
Part 2 of User Configuration Import Spreadsheet


6 Navigate to the System Configuration > The Multiline IP Set Configuration
Devices > IP Telephones > Multiline IP form is displayed.
Sets > Multiline IP Set Configuration
form.
7 Select Import. The Import Multiline IP Set
Configuration window opens.
8 In the Import Multiline IP Set Configuration The .csv file is displayed in the
window, browse to and select the .csv file Import Multiline IP Set Configuration
that was just created. window.
9 Select Next. The data is uploaded to the system
and a confirmation window opens.
14-13

10 In the confirmation window, review the data to be The data is imported into the
imported and select Import. User Configuration form.
10
11 Select Finish. The data is displayed in the

11
11

Changing a Phone’s Attributes
Like the User Configuration form, the Change Attributes Assignment form collects a single
phone’s attributes from many different database forms and presents them in a single form.
Fields shown as fixed text are read-only, but fields in text boxes are programmable.
User Type is Standard, ACD Agent, or Hotdesk
14-15

The User Configuration form and the Change Attribute Assignment form have some common
fields:
Change Attribute User Configuration User Configuration

Assignment Form Form Import Spreadsheet
(Change Only) (Add/Change/ (Add Only)
Delete)
Number ; ;
Last Name ; ;
First Name ; ;
Department ; ; ;
Location ; ; ;
Default Account Code ;
Intercept Number ; 9 9
Hot Desk User ; ;
Hot Desk PIN ; 9
Device Type ; ;
PKM ;
MAC Address ;
Wireless PIN ;
Circuit Descriptor ; 9 9
Interconnect Number ; 9 9
PLID ; ;
Class Of Service Day ; ; ;
Class of Service Night 1 ; ; ;
Class of Service Night 2 ; ; ;
Class Of Restriction Day ; ; ;
Class of Restriction Night1 ; ; ;
Class of Restriction Night2 ; ; ;
SIP Device Capabilities ;
Personal Speed Calls Allocated ; ; ;
Embedded Voice Mail ; ;
Embedded Voice Mail Name ; 9
Desktop Admin ; ;
User Profile Login ID ; 9
User Profile Language ; 9
14-17
Change Attribute User Configuration User Configuration

Assignment Form Form Import Spreadsheet
(Change Only) (Add/Change/ (Add Only)
Delete)
User Profile Password ; 9
Pickup Group ;
Hotline ;
Call Rerouting - 1st Alternative ;
Call Rerouting - 2nd Alternative ;
Call Rerouting - Day ;
Call Rerouting - Night1 ;
Call Rerouting - Night2 ;
Suite Pilot Number ;
Call Park – Paging Equipment
;
Automatically Connected To:
; = Programmable in the form
9 = Default is supplied by the system

The Move Maintenance Commands
Another way to quickly change Telephone Directory information for a specific device is to use
the Move maintenance commands.
Note
The commands only apply to ONS and DNIC sets connected to a peripheral
cabinet, and to ONS sets on an ASU or Universal ASU. They do not apply to
IP devices.
Move Add
This command attaches a new user name to an existing extension number and adds the result
to the telephone directory. The name must be enclosed in double quotation marks. One comma
separating first and last names is permitted. For example,
MOV ADD “Donne, John” TO 4001
Move Delete and Move Renumber

These commands act on the information in the telephone directory similar to the Move Add
command. For example,
MOV DEL “Donne,John” FROM 4001
MOV REN 3000 TO 3001
Move User
With the Move User command, attributes of one telephone are moved to another. The attributes
of the first telephone do not change, with the exception of the name, department, and location,
which are deleted. The following are transferred from the first to the second telephone:
• Name, department, and location
• COS information
• Class of Restriction (COR) information. COR is discussed later.
• Personal speed call information
• Interconnect type
• Default account code.
14-19
Move Swap
The following attributes are swapped with the Move Swap command:
• Name, department, and location
• Directory number
• Interconnect number
• Default account code
• COS information
• COR information
• Personal Speed Call information
• Hunt group pilot number
• Button Speed Calls
• Call Forward settings
• Do Not Disturb
• Auto Answer.
Note
The MOVE SWAP command does not move Message Waiting indications.
Before using the command, you should delete any messages from the set.
Always use the LOC FEAT EXT to determine which features are active on the
set before using the Move command.
You cannot use the MOVE SWAP command on:
• ONS devices programmed as Night Bells
• SUPERCONSOLE 1000
• SUPERSET telephones programmed as ACD agents
• ONS/OPS devices assigned as Recorded Announcement Devices (RADS)
• Telephones programmed as Hotel Extensions.

You cannot use the MOVE SWAP command unless the device types are the same on both
ports. For example, a multiline set telephone can only be swapped with another multiline set.

Questions
1. Which of these can be changed in the Change Attributes form?
a. Directory number
b. Directory name
c. Key Assignment
d. Device Type
e. Hunt group membership
f. Department name
g. Page group membership
2. You can change an attendant console attributes in the User Configuration form.
a. True
b. False
3. Which command could you use to delete one of 5 non-prime names from an extension?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
14-21

Troubleshooting the System
and the Sets 15
Objectives
Identify alarms.
Use location IDs.
Use maintenance commands to troubleshoot problems.
Display maintenance logs.
Change alarm thresholds.
Use login/logout logs.
Understand how to use the debug diagnostic button.
Troubleshoot peripheral devices.
Use system commands and IP commands.
Isolate system or LAN faults affecting analog or IP set devices.
15-2 Troubleshooting the System and the Sets_rev4.doc

Troubleshooting the System and the Sets
System Alarms
The system monitors its own performance by comparing the actual status of a device to the pre-
programmed alarm threshold levels. When a threshold level is exceeded, the system raises an
alarm which you can see on the:
• Attendant Consoles
• Controller Unit.
You can also query the system for alarm status.
Your ability to recognize an alarm condition, determine its severity, and correct its cause are all
skills necessary to ensure the system is operating properly.
Note
It is important to always check the Alarm Details form and to view alarms by
using the Maintenance Commands. Not all alarms will appear in both
locations.
Minor, Major, and Critical alarm

indicators are displayed in these areas.
Use the Alarm Details and maintenance

commands to query system alarms.
15-3
If the system detects an alarm, it can send an email message containing details about the alarm
to as many as ten different addresses. The alarms can be filtered by level so that emails are
sent for any or all alarms, such as for Major and Critical alarms or on Critical alarms only.
The email subject line contains the system name if it exists, the system IP address and the
system alarm status. For example:
System Name: ipbx182 System IP: 10.37.140.20 System Alarm Status: Critical
The alarm details are in the body of the e-mail and consist of:
• Category name
• Total alarms in the system
• Unavailable percentage
• Alarm level
• Threshold information
Note
The system always displays the sending time zone of GMT-5, so some e-mail
servers may display an incorrect e-mail arrival time.
To configure alarm notification by e-mail:

• Enable Remote Management in the License and Options Selection form.
• Enter the e-mail server IP address and the sender's e-mail address in the System Options
Assignment form.
• Enter the system name you want to appear in the subject line of the notification email in the
Network Elements Assignment form.
• In the Alarm E-mail Notification form, set the Alarm Email Feature Enabled to yes, enter
email addresses of the recipients, and specify the system alarm levels that will trigger the
system to send an email.
E-mails are triggered by alarm level changes at the system level, not at the category level. For
example, suppose the System Alarm Status in the Alarm E-mail Notification form is set to major,
but the alarm status is at critical. If a category alarm at the major level occurs, no e-mail will be
sent, since the overall system alarm level is at critical. To ensure an e-mail is sent for all alarm
events, enable all the System Alarm Status levels <Clear, Minor, Major and Critical>..
If the sender's e-mail address is omitted, the e-mail messages will show display
systemname@domain as the sender in the e-mail header, where systemname is the name from
the Network Elements Assignment form and domain is the host name from the System IP
Configuration form. If the address and system name are both omitted, the sender displays as
ipaddress@domain, where ipaddress is the IP Address from the System IP Configuration form.
If the domain name is blank, no e-mail is sent and an error log is posted.

Maintenance Commands
In most cases the system identifies the cause of the alarm and keeps a record of it. Here are
some simple maintenance commands that you can use to troubleshoot problems if your system
raises an alarm. Use them systematically in the order that they are listed. However, these
commands do not display the status of all system devices, such as an E2T failure.
BUSY (BU) <PLID> Busies the designated PLID.

SHOW STATUS ALARMS (SHO ST AL) Shows alarm categories with raised alarms.
SHOW FAULTS (SHO FA) <alarm category> Lists the faults and PLIDs causing the
alarms in the specific alarm categories.
STATE (ST) <PLID> Gives the state of the circuits at the
specified PLID.
RTS <PLID> Return To Service command returns the
designated PLID to normal service.
The Maintenance Command dialog provides Auto-fill, History and Favorites functions.
Auto-Complete Function
Use the Enable AutoComplete checkbox, and as you

type, the system presents possible variations of the
command and valid qualifiers in a drop-down list.
History Function
Use the History

button to display
a list of most
recently entered
commands.
15-5
Favorites Function
Use the
Favorites button
to create a list of
frequently used
commands.

; Lab 1- Using Standard Troubleshooting Procedures
• Maintenance and Diagnostics > Maintenance Commands > All form.
• System Configuration > Devices > Analog Telephones > Analog Set Assignment form.
Step Task Expected Result/Observations 9
1 Navigate to the System Configuration > The Analog Set Assignment form
Devices > Analog Telephones > Analog Set is displayed.
Assignment form.
2 What is your Analog phone’s PLID?
3 Navigate to the Maintenance and Diagnostics The Command/Response form is
> Maintenance Commands > All form. displayed.
4 Type BUSY X X X X, where X X X X is the The command is entered.
Analog phone’s PLID. There must be spaces
between the Xs.
5 Select Submit. The Response field is shown in
the figure below. A minor alarm is
indicated in the ESM window and
in the LED on the front of the
system.
6 Does your analog phone have dial tone?
3 5
15-7

7 Type SHOW STATUS ALARMS in the command The command is entered.
field.
8 Select Submit. The Response field is shown
in the figure below.
9 Which Category is causing the alarm?
10 Type SHOW FAULTS <Category> in the The command is entered.

command field.
12 What is the location of the faulty card?
10
11


13 Type STATE <PLID> in the command field. The command is entered.
15 What is the state of the ONS circuit?
13
14

16 Type RTS <PLID> in the command field. The command is entered.
17 Select Submit. A confirmation window
opens.
18 In the confirmation window, select OK. The Response field is shown
in the figure below. All alarm
indicators are cleared.
16
17
15-9

19 If your lab system is using a CIM port, disconnect The cable is disconnected.
the cable.
20 Type SHOW STATUS ALARMS in the command The command is entered.
field.
21 Select Submit. The Response field displays
the results.
22 What alarm level and category do you get?
23 Type SHOW FAULTS <Category> in the The command is entered.
command field.
the results.
25 What is the location of the faulty unit?
26 Type STATE <PLID> in the command field. The command is entered.
the results.
28 What is the state of the device?
29 Reconnect the cable. The cable is connected and
communication is
reestablished.
30 How long does it take for the alarm to clear?

; Lab 2 – Changing Alarm Thresholds
In this lab, you will be using the Maintenance and Diagnostics > Maintenance Commands > All
form.
Caution
Changing thresholds should only be performed when advised by Mitel
Technical Support. Masking alarms should not be performed unless instructed
to do so.
1 To view the default alarm threshold settings The alarm thresholds are
for the Lines category, type SHOW STATUS displayed.
LINES and select Submit.
2 To change the threshold settings for the Lines The Response field is shown in
category, type SET THRESHOLDS LINES the figure below.
<MINOR> <MAJOR> <CRITICAL>
15-11

3 Type SHOW STATUS LINES and select The new alarm thresholds are
Submit. displayed.
Note
To mask an alarm, change all threshold percentages to Nil.

Maintenance Logs
Maintenance Logs are used to record all maintenance-related information, including anything
that affects the functioning or capacity of the system. Examples of typical Maintenance Log
entries are those reporting the busying of circuits or those listing circuits that failed diagnostic
tests.
Software Logs are used to record unusual activities within the system.
Each log has a date and time stamp to indicate the time at which the recorded event occurred.
Use the LOGSYS READ maintenance command to filter and display maintenance logs entries,
or the LOGS browser page.
15-13
Details of occurrence.
Search logs by date of occurrence.

; Lab 3 – Using Maintenance Logs
• Maintenance and Diagnostics > Logs > Maintenance > All Maintenance Logs form.

Step Task Expected Result/Observation 9
1 Navigate to the Maintenance and Diagnostics The All Maintenance Logs form is
> Logs > Maintenance > All Maintenance displayed.
Logs form.
2 What is the date and time in the three most
recent log entries?
3 Use the log’s search function to find the logs
for yesterday’s activities.
4 Navigate to the Maintenance and Diagnostics The Command/Response form is
> Maintenance Commands > All form. displayed.
5 Type LOGSYS READ MAINT ALL MATCH The DBMS Check log is displayed
DBMS in the command field and select
Submit.
15-15
Additional Types of Logs

In addition to the maintenance logs, the 3300 ICP provides:
• Station Message Detail Recording (SMDR) logs that contain information about call times,
duration, digits dialed, etc.
• Software logs that contain information about software events, mostly used by Mitel support
personnel.
• Hotel logs that identify events relevant to the hotel environment.
• ACD logs that identify events related to ACD. These are not maintenance logs, and output is
not viewable via the maintenance screen.
• Login/Logout audit logs that identify who has accessed the system.
• Caller Emergency Service Identification (CESID) logs that enable you to monitor and
troubleshoot IP device moves and automatic CESID updates.
Login/Logout Audit Logs

Login/logout audit logs identify who has accessed the system. If there is an unexplained
programming change or an unexpected system activity, such as an unscheduled database
backup, another administrator could be responsible.
Check the login/logout logs to identify the:
• Current number of administrators that are accessing system tools.

• Date and time of each login and logout.
• Duration of each session.
• User name of the account that performed the login or logout.
• IP address of the computer from which the session was initiated.
• Applications that were used to access the system.
• Successful logins and failed login attempts
• Reason for login failures.
To view the login/logout logs, navigate to Maintenance and Diagnostics > Logs > Login/Logout
Audit Logs. Use the Session ID number and the Login Type field to identify the login/logout
events for a particular user. Use the Audit Log ID to uniquely identify each log. Separate logs
are generated for each login/logout event. The logs are ordered from newest to oldest.
The audit log is not saved during a database backup. The logs, starting with the oldest, are
overwritten when the maximum file size of 2000 records is reached.
Login/logout logs are also displayed in the All Logs view as Maintenance Log Type and
Login/Logout Security Audit Source. Successful logins and logouts are recorded as Information
maintenance logs. Failed login attempts due to incorrect passwords are recorded as Warning
maintenance logs.

Details of occurrence.
15-17
; Lab 4 – Using Login/Logout Audit Logs
In this lab, you will be using the Maintenance and Diagnostics > Logs > Login/Logout Audit
Logs form.
1 Log out of ESM and then log back in. A logout/login record is created in
the Login/Logout Audit Log.
2 Navigate to the Maintenance and Diagnostics The Login/Logout Audit Logs form
> Logs > Login/Logout Audit Logs form. is displayed.
3 View the logout and login records.

System Diagnostics
If the system fails, diagnostic information about the failure is written to a series of files. After you
reboot the system, you can export this information to a compressed .tar file. The information
includes xrtc, pstswlog.db, hdrwswlog.db logs, call control statistics, and other information that
can be used to diagnose system problems. The form allows you to send the information to Mitel
for analysis to determine problems and investigate system performance.
Caution
Use this only under the direction of Mitel Product Support. Collect the
information after a system lockout or unscheduled system reset.
Diagnostics information is kept through system reboots. Use the following form to collect and
send system diagnostics information. The files are collected as a .tar file then compressed in
gzip format. The filename is SD_<system name or ID>_<ISO date and time>.tar.gz.
The system diagnostics file can be downloaded to your computer or sent via FTP or e-mail. You
can program automatic e-mail of the diagnostics files if needed, up to 10 times.
15-19
While the System Administration Tool is compiling and sending the information, no other users
can access any of the web-based tools. To avoid blocking other users, it is recommended that
you gather system diagnostic information outside of business hours.
These tools include the:
• Desktop Tool
• Group Administration Tool
• System Administration Tool
• 5330/5340 PC Companion Tool
• The 5140/5230/5235/5240 IP Appliance keys, such as Online Services, Personal Directory,

Call Logs, and Visual Voice Mail, will also be unavailable.
Depending on the amount and type of data being exported, there could be a delay of a few
minutes while data is being retrieved from the system database and sent.
Before e-mailing the file, make sure your e-mail server and e-mail source address are
programmed in the System Options Assignment form. The file is sent as an attachment to an
empty e-mail. The e-mail subject line reads System Diagnostics info from <system name>.
You can program the system to e-mail the diagnostics information file once or automatically at a
regular interval, from one to seven days, up to a maximum of ten times. The file will be sent
every day at midnight for the specified number of times.

Debug Diagnostic Button
If a system locks up in the field, the logging system is probably not going to work. Being able to
run diagnostic tests is very beneficial in determining what has happened.
You can use the Remote On/Off button to force a diagnostic test that is followed with a
controlled system restart. When the button is pressed, it will continue to toggle the Remote
Alarms relay to an On or Off condition.
If you press and hold the Remote On/Off button for 3 seconds, a special set of diagnostics will
run and be followed by a restart. All of the alarm lights on the switch will light to indicate that the
procedure has been invoked.
This feature is available on the:
• 100-user controller
• 250/700-user controller
• MX controller
• LX controller
• MXe controller
• AX controller
Once the system is restarted, you can use System Diagnostics to send system diagnostic
information for analysis to determine problems and investigate system performance.
15-21
Troubleshooting Peripheral Devices
The system supports analog ONS devices, proprietary DNI sets, IP proprietary phones,
consoles, and other devices.
You can use the following tools to isolate and correct a fault:
• Online Help > Contents > Troubleshooting
• Telephony tools, such as a test set, toners, etc.
• System Maintenance Tools:

| Alarm Indicators
| ASU & NSU front panel LEDs
| Maintenance Logs
| Maintenance Commands
| IP set diagnostics
• PC connected to the network

| To issue network commands, such as Ping, Arp, etc.
| To run traffic diagnostics tools, such as Wireshark
• The IP device/set itself, to ping other network devices.
Fault Locations
All set problems fall into one of three categories:
• External Faults – isolated to system or network wiring, or to faulty peripheral equipment
• For IP devices, Network Faults – isolated to LAN/WAN issues such as network traffic,
network routing, and DHCP handling
• Internal Faults – isolated to the system hardware components and ESM programming.

Peripheral Devices
Peripheral devices include:
• IP Phones, IP Consoles, and IP Conference Units.
• Analog ONS phones and other devices, such as Faxes and Modems.
• Proprietary DNI sets.
Identifying System and Network Device Faults

Using the maintenance commands, you can isolate most system and peripheral faults, whether
they are for analog or IP set devices.
On a PC, using network DOS commands, such as ping or arp, and network diagnostics tools,
you can isolate system or LAN faults affecting IP set devices.
An additional tool is the Remote Ping capacity of the IP Telephones maintenance page. Use this
tool to direct an IP set to ping an alternate IP device.
Using troubleshooting tools available on the IP sets, you can isolate LAN faults affecting the IP
devices.
15-23
Using Ping in ESM

To use the PING test within ESM, navigate to the Maintenance and Diagnostics > IP
Telephones > All IP Telephones form. When a target device is identified and the PING activity is
issued, the reply is shown in the following figure.
Pinging extension
1003 from 1002.

When troubleshooting peripherals, consider these simple questions:
• What type of alarms and indicators does your system display? What do they mean?
• What other observations could lead you to the possible fault?
• Are other similar devices faulted in the same way?
• Does rebooting the set have any affect?
• Does the set operate when connected elsewhere in the network?
15-25
; Lab 5 – IP Set Troubleshooting
Reference
Help > Contents > Troubleshooting > Telephones > Accessing Debug Menu
on IP Phones

1 Power down and then power up an IP
phone that has an LCD display.
2 Watch the LCD display of the IP set to
identify the sequence of events that occur
when the IP set boots.
3 To access your phone’s debug menu, The phone enters Debug mode, and
perform the following: displays Network Parameters?
• Press and hold Volume Up * = Yes
• Press and hold Volume Down # = No
• Release Volume Up
• With Volume Down still pressed, dial
234 (CFG) on the keypad of newer
phones or 33284 (DEBUG) on older
phones.
• Release Volume Down
4 Enter into the Network Parameters option The settings are:
and record:
Set IP address=
• Set IP address Subnet mask=
• Subnet mask
Default Gateway=
• Default Gateway
TFTP server=
• TFTP server
• DHCP Server DHCP Server=
• DNS Server DNS Server=
• IP PBX Address IP PBX Address=
• MAC Address MAC Address=
• VLAN ID VLAN ID=
• VLAN Priority
VLAN Priority=


5 Put a set into debug mode by going to Tools PING IP ADDRESS:
and Features > Ping Test
XXX.XXX.XXX.XXX is displayed
on the phone.
6 Using the keypad, enter the 12 target IP The IP numbers are entered.
numbers.
7 Press the Volume Up or Volume Down key. The set pings the IP address five
times and displays successful and
unsuccessful ping counts.
Note
If the set displays SET LOCKED OUT or if you are experiencing difficulty
registering the set with the 3300 ICP, access the Debug Option > Tools and
Features and select ERASE PIN?. You will be prompted to confirm and save
changes then to reboot the IP set. Possible reasons for set lock out:
• The set remembers a PIN from a previous use
• The registration code and DN have been entered, but the DN is assigned
to a different set type.
15-27
; Lab 6 – Recognizing IP Peripheral Faults
In this lab, you will be using the
• System Configuration > IP Network Configuration > DHCP > DHCP Options form.

1 In the DHCP Options form, select DHCP DHCP Option 125’s TFTP server’s
Option 125: sw_tftp and change the value to IP address is changed.
any other IP address.
2 Use the LOAD IPDEVICE to reboot all of your The phones begin rebooting.
IP phones.
3 What happens?
4 Return Option 125’s TFTP IP address to the DHCP Option 125’s TFTP server’s
correct one. IP address is restored.
5 Reboot the IP phones using the LOAD
IPDEVICE command. What happens?

; Lab 7 – Troubleshooting Analog Peripheral Faults
If your classroom does not have the appropriate equipment, skip this lab.

1 Remove the Amphenol cable from the ASU. The Amphenol cable is
disconnected.
2 Use maintenance commands to determine the
alarm category and PLID in alarm state.
3 Reconnect the Amphenol cable. The Amphenol cable is

connected.
4 Disconnect the CIM cable linking the ASU to the The CIM cable is
controller. disconnected.
5 Use maintenance commands to determine the
alarm category and PLID in alarm state.
6 Reconnect the CIM cable. The CIM cable is connected.
15-29
; Questions
1. What are alarm thresholds?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
2. Are they programmable?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
3. What is the default threshold level that trips a Major Alarm for Trunks?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________

Hunt/Pickup/Ring Groups
Objectives
16
Recognize the different types of groups.

Understand how to program Group Presence and how it is used.
Program and use Pickup Groups.
Program and use Circular Hunt Groups.
Program and use Terminal Hunt Groups.
Program and use All Ring Ring Groups.
Program and use Cascading Ring Groups.
Program and use Personal Ring Groups.
Be able to use Group Park.
Note
Automatic Call Distribution (ACD) is another type of group and is referenced in
this module. ACD may be covered in another course.
16-2 Hunt_Pickup_Ring Groups_rev5.doc

Calling a Group of Phones
To provide better customer service, several phones can be programmed into a single group. A
call directed to a group is more likely to be answered than a call directed to one phone.
The system supports three types of groups used to alert called parties:
• Call Pickup Groups
• Hunt Groups
| Terminal
| Circular
• Ring Groups
| Ring All
| Cascade
| Personal
16-3
Group Presence
Group Presence allows members of call groups to make themselves absent or present in a
group. Only members who are present in a group are offered calls to that group.
With Personal Ring Groups (PRGs), Group Presence lets users choose which of their personal
answer points they want to receive their calls at by making it Present and the others Absent.
Users can also be permitted to change the presence status of other users, allowing ACD
supervisors, for example, to control which agents are available to take calls to a particular ACD
group.
Users belonging to multiple groups can control their presence in each group separately through
the use of feature keys, with one for each group, or by dialing a FAC followed by the group pilot
number. ACD agents can join or leave all the ACD groups they belong to by dialing a single
FAC.

Class of Service Programming

In the COS Options Assignment form:
• Enable Group Presence Control to permit users to change their status.
• Enable Group Presence Third Party Control to permit a user to control the status of other
users.
Feature Access Codes

The following FACs are used to change the member’s status:
• Group Presence – Join Group
• Group Presence – Leave Group
• Group Presence – Join Group Third Party
• Group Presence – Leave Group Third Party
• Group Presence – Join All ACD Groups
• Group Presence – Leave All ACD Groups
Multiline Set Key Assignment Form

Group Presence and Personal Presence keys can also be programmed. The DN
assigned is:
• For Group Presence, the group number, or pilot number, of the group that the set is in.
• For Personal Presence, the same PRG as the set is in.

The ring type must be blank for both types of keys.
16-5
Pickup Groups
Members of a pickup group can answer each other’s calls. Callers are routed to the extension
number they dialed, but any member of the pickup group is authorized to answer.
If the Auto Pickup feature is enabled, the system automatically directs the call to the first
member of the pickup group to go off hook.
If Auto Pickup is disabled, another member of the pickup group may answer the call by pressing
a Call Pickup key or by entering the Dialed Call Pickup Feature Access Code.
If the Call Pickup - Directed feature is enabled, any user, regardless of pickup group
membership, can answer calls by dialing the Call Pickup - Directed Feature Access Code
followed by a ringing phone’s DN.

Hunt Groups
A Hunt Group is a collection of devices that share a common directory number, also called a
pilot number. Callers are routed to the pilot number or they can dial the pilot number directly.
Calls are routed to the first available extension in the hunt group. Extensions programmed in a
hunt group may be accessed directly by dialing the extension number. There are two types of
hunt groups:
• Terminal
• Circular
Terminal Hunt Groups

Terminal hunting is a top down selection method. Hunting always starts at the first
extension programmed in the hunt group. The call is connected to the first idle extension
found. The search progresses through all stations in the hunt group in a programmed
sequence.
16-7
Circular Hunt Groups

Circular hunting is a uniformly distributed selection method. The search for an idle
station begins at the station programmed after the last one to receive a call. The search
progresses through all stations in the hunt group in a programmed sequence.

Pickup Group Programming
To program a pickup group, navigate to the System Administration > Call Handling > Pickup
Groups > Pickup Group Assignment form and:
• Select a Pickup Group
• Add existing users to the Pickup Group

Auto Pickup automatically directs calls to the first member of a pickup group to go off-hook.
Pickup Group Class of Service

In the Class of Service Options Assignment form, set the Call Pickup Dialed Accept field to Yes
for all phones in the pickup group. This field allows other members of the pickup group to
answer calls that are ringing on the set.
To allow any user, regardless of pickup group membership, to answer a call, set the Call Pickup
Directed Accept field to Yes.
16-9
Pickup Group Feature Access Codes

Assign an access code for:
• Call Pickup – Dialed
• Call Pickup – Directed. This is optional.

Lab 1 – Creating a Pickup Group
Use this planning form to plan your programming.
Pickup Group Number: __________ Comments:

Auto Pickup Enabled: ___________
Call Pickup – Dialed FAC: _________
Call Pickup – Directed FAC: ________
Member Index Directory Number Member Name
• System Administration > Call Handling > Pickup Groups > Pickup Group Assignment
form.
• System Administration > Telephone Directory Management > Change Attribute

Assignment form.
Reference
Help > Contents > Forms Reference > Forms N to R > Pickup Group
Assignment
Note
Program the COS options and Feature Access Codes.
16-11

1 Navigate to the System Administration > Call The Pickup Group Assignment
Handling > Pickup Groups > Pickup Group form is displayed.
Assignment form.
2 Select Add. The Pickup Group Assignment
add window opens.


3 In the Pickup Group Assignment add window, The Pickup Group number is
enter the Pickup Group number in the Pickup entered.
Group value field. Leave the remaining values at
default.
displayed in the Pickup Group
Assignment form.
5 In the Pickup Group Assignment form, select the The new pickup group is
new Pickup Group. selected.
6 Select Add Member. The Pickup Group add
member window opens.
5
6
16-13

7 In the Pickup Group add member window, enter The first member’s extension
the first member’s extension number in the number is entered in the
Number field. Number field.
displayed in the Pickup Group
Members section of the Pickup
Group Assignment form.
9 Repeat steps five through eight for two more The data is saved and
pickup group members. displayed in the Pickup Group
Members section of the Pickup
8
7
10 Ensure that the Feature Access Code for Call

Pickup – Dialed has been programmed and note
what that code is.
11 Ensure that the COS for the phones in the pickup The COS options are enabled.
group has Call Pickup Dialed Accept and Call
Pickup Directed Accept enabled.

12 Call one of the phones in the pickup group. The called phone rings.
13 Enter the access code for Call Pickup – The call is answered and two-way
Dialed on the other phone in the pickup voice is established between the
group. calling phone and the phone that
entered the access code.
14 Enable Auto Pickup and make the call again. The call is connected on pickup.
Answer without using the Feature Access
Code. Disable Auto Pickup again.
15 Navigate to the System Administration > The Change Attributes
Telephone Management > Change Assignment form is displayed.
Attributes Assignment form.
16 Select one of your group members. The group member is selected.
17 Select Change. The Change Attribute Assignment
change window opens. The
pickup group number is displayed.
Note that hunt group numbers are
also displayed here.
18 Select Cancel. The Change Attribute Assignment
change window closes.
19 Delete the group. The group is deleted.
17
15 16
17
18
16-15
Hunt Group Programming
To program a hunt group, navigate to the System Administration > Call Handling > Hunt Groups
> Hunt Group Assignment form and:
• Create a Hunt Group by:

| Adding a pilot number, which is he number that will ring the group
| Select a mode, either terminal or circular
• Add existing users to the Hunt Group.

In this example, the three-member hunt group can be reached by dialing 1700. If extension
1003 received the last call, the circular hunt will begin with extension 1004 for the next call. The
system will ring the first of the three phones that it finds idle.
The names are assigned in

the Telephone Directory
Assignment form.

Hunt Group Class of Service

You can specify the COS for a hunt group in the Hunt Group Assignment form. The hunt group
COS is used for the following COS options:
• Call Reroute after Call Forward Follow Me (CFFM) to busy destination
• ONS/OPS Internal Ring Cadence for External Callers, only if the first member is ONS/OPS
• ANSWER PLUS - Delay To Message Timer
• ANSWER PLUS - System Reroute Timer
• Call Forward - No Answer Timer
Note
If no hunt group COS is programmed, the COS of the first member of the hunt
group is used.
16-17
Large Hunt Groups

When the Extended Hunt Group option is selected in the License and Option Selection form, the
system supports up to 16 hunt groups with a maximum of 240 members per group. This large
voice mail hunt group can be resilient, and is only supported for use with NuPoint Messenger
Release 10 or later voice mail systems.
There can be 16 large hunt groups, but only one 240-member voice mail hunt group should be
programmed on a switch. A 240-member recorder hunt group can also be programmed. Do not
program any additional large groups of more than 64 members.

Lab 2 – Creating a Circular Hunt Group
Hunt Group Number: __________ Comments:

Hunt Mode: ___________
Name: _____________
DND FAC: _______
DND Cancel FAC: _______
Make Busy Setup FAC: _______
Make Busy Cancel FAC: _______
Member Index Directory Number Member Name
• System Administration > Call Handling > Hunt Groups > Hunt Group Assignment form.

Assignment form.
Reference
Help > Contents > Forms Reference > Forms H to M > Hunt Group
Assignment
16-19

1 Navigate to the System Administration > Call The Hunt Group Assignment
Handling > Hunt Groups > Hunt Group form is displayed.
Assignment form.
2 Select Add. The Hunt Group Assignment
add window opens.


3 In the Hunt Group Assignment add window, The Hunt Group pilot number is
choose and enter the Hunt Group pilot number entered.
in the Hunt Group field.
4 Select the Hunt Group Mode’s Circular radio The Hunt Group Mode’s Circular
button. radio button is selected.
5 Enter an appropriate COS for Day, Night 1, The COSs are entered.
and Night 2. For this lab, use COS 1. Leave
the remaining values at default, they will be
discussed later.
6 Select Save. The data is saved and displayed
in the Hunt Group Assignment
form.
16-21

7 In the Hunt Group Assignment form, select the The new hunt group is selected.
new hunt group.
8 Select Add Member. The Hunt Group add member
window opens.


9 In the Hunt Group Assignment add member The number of records to
window, enter the number of records to add in the add is entered in the
Number of Records to Add field. This would be the Number of Records to Add
number of hunt group members with consecutive field.
extension numbers. Enter 3 for this lab.
10 Enter the first extension number from your range of The first extension number is
IP sets in the Number field. entered in the Number field.
11 Enter the number to increment the extension The Increment By number is
number by. entered.
displayed in the Hunt Group
Members section of the Hunt
10 11 12
16-23

13 Navigate to the System Administration > The Telephone Directory
Telephone Directory Management > Telephone Assignment form is
Directory Assignment form. displayed.
14 Add the new hunt group:
• Name it
• Enter the pilot number
• Make it the prime name
15 Place a call to the Hunt Group’s DN. The first programmed
extension in the hunt group
should ring.
16 Answer it and then hang up.
17 Place a call to the Hunt Group’s DN. The second programmed
should ring.
19 Place a call to the Hunt Group’s DN. The third programmed
should ring.
should ring, confirming the
circular ring.
22 Place one of the phones in the circular hunt group The set is in DND. HINT: If
into DND mode. you have problems putting
an IP phone into DND, think
COS.
23 Repeat the above hunt group call steps. The set that is in DND is
skipped.
24 Call the set that is in DND directly. A busy signal is heard DND
is displayed.
25 Turn off the DND.
26 Place one of the phones in the circular hunt group The set is in Make Busy
into Make Busy mode. mode.
27 Repeat the above hunt group call steps. The set that is in Make Busy
is skipped.
28 Call the set that is in Make Busy directly. The phone should ring.
29 Turn off the Make Busy.

Lab 3 – Creating a Terminal Hunt Group
In this lab, you will be using the System Administration > Call Handling > Hunt Groups > Hunt
1 Navigate to the System Administration > Call The Hunt Group Assignment
Handling > Hunt Groups > Hunt Group form is displayed.
Assignment form.
2 Change the hunt group that was just created to The hunt group is now in
Terminal mode. Terminal mode.
should ring.
should ring again.
6 Answer it and leave it off-hook.
7 Place a call to the Hunt Group’s DN. The next programmed
should ring.
8 Hang up the off-hook phone.
should ring, confirming the
terminal pattern.
16-25
Ring Groups
Ring groups cause a call to ring multiple telephones, stopping when any one of them picks up.
You can program a ring group to:
• Ring All - rings all extensions simultaneously (Ring All)
• Cascade Ring – rings one at a time, starting with the first member of the group and
continuing to other members in the order in which they are programmed in the group.
Other features of Ring Groups are:
• A group member can belong to as many as eight ring groups.
• Calls go into a queue if there are no free members to ring.
• Calls unanswered within a specified period of time are sent to the group's designated
overflow destination.
• Member phones with large displays show both the group and caller name and number when
the group is called. Small-display phones show the ring group only.
The following types of numbers or devices can be programmed as a ring group member:
• Any type of broadcast group
• Multiline set prime number
• Non-prime line numbers
• Key system numbers
• Multicall numbers
• Single line sets
• A night bell
The following types of numbers or devices cannot be programmed as a ring group member:
• Extensions with the voice mail port COS option
• Extensions with the Recorded Announcement Device COS option
• Attendant consoles and console Listed Directory Numbers (LDNs)
• Hunt group, Agent group, Path, Ring Group, Suite and Linked Suite pilot numbers
• ACD Agent IDs and ACD set DNs
• ARS digits
• RDN numbers

Users cannot place callbacks or camp on to a ring group.
Ring Group capacities are as follows:
Maximum number of ring groups 176

Maximum number of members per group 32
Maximum number of queued calls to an all ring group 84
Maximum number of ring groups in which a device can be programmed 8
Maximum number of simultaneously ringing members:
Single-line IP Sets 172
Multiline appearances 200 (see Note)
Maximum number of calls that can be queued to any or all ring groups 84
Note
The system can ring a maximum of 80 broadcast groups in unison. The
maximum number of appearances in all 80 groups that it can ring is 200. Of
the 200, up to 80 single line set prime members can be rung with the
remaining appearances being multiline sets.
System wide, the maximum number of single line IP sets that can be rung
simultaneously by ring group calls is 172 simultaneously ringing members.
Devices in excess of these limits will not ring. Error logs may also be
generated during the call.
The following directory numbers can be programmed as a ring group’s overflow destination. The
system does not check for invalid destinations.
• Station DNs
• Broadcast group DNs
• Attendant console DNs
• System speed call number
• Hunt group DN
• Ring group DN
Ring group calls that are forwarded to an overflow point will follow call forwarding, but not
system rerouting programmed for the overflow point.
Call handling when the overflow destination is unavailable or not programmed, and does not
have call forwarding enabled, depends on the state of the call:
• If ring group members are ringing, the call continues to ring until the caller hangs up or a
member answers, or until the applicable ringing timer expires and the caller hangs up.
• If the call is queued to a ring group, the call remains queued until the caller hangs up or
members start to ring—whichever happens first.
16-27
Calls transferred to a ring group that go unanswered either recall the transferring party or go to
the group's overflow destination. Whichever timer expires first—the ring group’s call ringing or
call queued timer—determines the behavior.
Call forwarding and system rerouting cannot be programmed against a ring group’s pilot
number.
A ring group can be a call forward or system reroute destination.
Call forwarding or system reroute programming against ring group members is ignored for ring
group calls. But if ring group members have Call Forward No Answer (CFNA) programmed, the
Forward softkey prompt is displayed on ringing members’ phones. Pressing the softkey will
forward the call to the member’s CFNA destination.
Phones that support the call history application accumulate logs for all ring group calls for each
ring group in which the phone is a member. To avoid this, program a non-prime line appearance
on the phone, and then program the non-prime line to the ring group. The following scenarios
will generate missed call logs on devices that support the call history:
• When a ring group caller hangs-up
• When a ring all group caller calls the phone and is answered by another member
• When a cascade ring group caller rings the phone and subsequently rings another member
When there are calls ringing or queued to a ring group, the first member to become available is
offered the oldest ringing or waiting call. If a member belongs to more than one group when it
becomes available, they will get the call waiting longest of all groups.
Calls queued to a ring group and calls ringing a ring group will not survive a failover. But queued
and ringing calls to a ring group may survive a failback.
Calls can be parked to a ring group pilot number. Parked calls do not ring the members of a ring
group.
Ring groups are not supported by the Group Administration tool.
Programming Ring Groups

To program a ring group, navigate to the System Administration > Call Handling > Ring Groups
> Ring Group Assignment form and:
• Enter the Pilot Number, Ring Group Mode and other information as required.
• Enter the DN of each member in the Ring Group Members section of the form.
Note
While ring groups can contain network members, only local group
membership is displayed in this form.

Personal Ring Groups (PRGs)

Personal Ring Groups are an association of two or more devices for a single user under a
common DN. The devices ring simultaneously when called. The typical scenario is a person's
desktop phone and cell phone twinned together, where the desk phone is considered the prime
extension, which is referred to as the pilot number or prime member. Other group members are
referred to as non-prime members.
PRGs provide functionality that is similar to Ring Groups and Hunt Groups, but for a single user.
In contrast to Ring Groups, PRGs support Ring All, but not Cascade Ringing and support a
maximum of 8 as opposed to 32 members. In contrast to PRGs, Hunt Groups can include
Trunks.
One Busy / All Busy Option

PRG programming includes a One Busy/All Busy option that can be turned on or off as
required. If it is enabled, busy is returned if any one member in the group is busy. If
disabled, then idle members of the group are rung even if one or more members, but not
all members, are busy.
Handoff Feature
The handoff feature for PRGs allows a call to be pushed or pulled from one group
member to another. A Handoff Line Type Feature Key is supported in the Multiline Set
Key Assignment form to support pushing (sending) or pulling (retrieving) a call to or from
a Personal Ring Group. For example, if a user receives a call on their prime line, they
can push the call to another member of the Personal Ring Group using the Handoff key.
The call can also be pulled from another member using the Handoff key.
Multiline IP Set Configuration Form

If necessary, define a DN to be used as the prime member of the group.
Personal Ring Group Assignment Form

Assign the prime member by adding a DN for a multiline IP set user or a hot desk user.
Then add members by specifying the DN of each member.
16-29
Lab 4 – Creating All Ring and Cascading Ring Groups
In this lab, you will be using the System Administration > Call Handling > Ring Groups > Ring
Reference
Help > Contents > Forms Reference > Forms N to R > Ring Group
Assignment

1 Navigate to the System Administration > Call The Ring Group Assignment
Handling > Ring Groups > Ring Group form is displayed.
Assignment form.
2 Select Add. The Ring Group Assignment
add window opens.


3 In the Ring Group Assignment add window, The Ring Group pilot number
choose and enter a pilot number in the Ring is entered.
Group field.
4 Select the Ring Group Mode’s Ring All radio The Ring Group Mode’s Ring
button. All radio button is selected.
5 Enter a COS for Day, Night 1, and Night 2. Leave The COSs are entered.
the remaining values at default, they will be
discussed later.
displayed in the Ring Group
Assignment form.
16-31

7 In the Ring Group Assignment form, select the The new ring group is
new ring group. selected.
8 Select Add Member. The Ring Group add member
window opens.


9 In the Ring Group Assignment add member The number of records to add
window, enter the number of records to add in is entered in the Number of
the Number of Records to Add field. This would Records to Add field.
be the number of ring group members with
consecutive extension numbers. Enter 3 for this
lab.
10 Enter the first extension number from your range The first extension number is
of IP sets in the Number field. entered in the Number field.
11 Enter the number to increment the extension The Increment By number is
number by. entered.
displayed in the Ring Group
Members section of the Hunt
10 11 12
16-33

13 Place a call to the ring group pilot number. All ring group phones ring.
14 Change the ring group to Cascade Ring, set the The Ring Group Mode and the
Cascade Ring timer to 5 seconds, and make the Cascade Ring Timer are
Attendant Console the Overflow point. changed.
15 Start the Attendant Console application and The 5550 IP Console
make the Operator Present. application starts.
16 Place a call to the ring group pilot number. The first extension rings for 5
seconds, then the second
extension rings for 5 seconds,
then the third extension rings
for 5 seconds, then the
console rings continuously.
14

; Lab 5 – Creating a Personal Ring Group
• System Administration > Call Handling > Ring Groups > Personal Ring Group
Assignment form.
• System Configuration > Devices > IP Telephones > Multiline IP Sets > Multiline Set Key
Assignment form.
Reference
Help > Contents > Forms Reference > Forms N to R > Personal Ring Group
Assignment
1 Navigate to the System Administration > Call The personal Ring Group
Handling > Ring Groups > Personal Ring Group Assignment form is displayed.
Assignment form.
2 Select Add. The Personal Ring Group
Assignment add window
opens.
16-35

3 In the Personal Ring Group Assignment add The extension to be dialed to
window, enter the extension of one of your sets access the PRG is entered.
as the Personal Ring Group number, or prime This is the prime extension.
extension.
displayed in the Personal Ring
Group Assignment and the
Members sections of the
Personal Ring Group
Assignment form.


5 In the Personal Ring Group Assignment form, The Personal Ring Group
select Add Members. Assignment add members
window opens.
6 In the Personal Ring Group Assignment add The next Personal Ring Group
members window, enter another one of your member’s extension is
extensions. entered.
displayed in the Personal Ring
Group Members section.
8 Repeat steps 6 and 7. A total of three members are
listed.
16-37

9 Call the prime extension. All member sets will ring.
10 In the Multiline Set Key Assignment form, A Handoff Key is programmed
program a Handoff Key for each set in the PRG. on each PRG set.
11 Call the prime extension and answer one of the Call is connected.
ringing members.
12 Press the Handoff key on the answered set. The call is pushed to the other
two members and they begin
ringing.
13 Answer one of those sets. Call is disconnected from the
first set and connected to
second set.
14 Press the Handoff key on the first set. The call is pulled back.
15 Enable Group Presence Control and Group COS for presence control is
Presence Third Party Control in the COS for the programmed.
PRG sets.
16 Enter the FAC for Group Presence – Leave One set is now absent.
Group on one of the PRG sets.
17 Call the prime extension again. The absent set fails to ring.
18 Enter the FAC for Group Presence – Join Group The set is now present.
on the same PRG set.

Group Park
This feature allows group members to use a group park key to park a call that is on soft hold.
This call can then be picked up by any group member on the same controller node. When a call
is parked against this specific group park key, it gives a visual indication, such as a flash,
indicating that a call is parked on it.
More than one call can be parked against the same group park key, as well as more than one
group park key can appear on a set.
You can program up to 64 group park keys that have the same park destination DN.
Unlike the call park feature, when there is a call parked using group park, the LED will not be
solid, but will flash.
Any multiline set with a group park key will flash if there is a call parked against the park
destination DN.
Group park keys programmed on the primary controller will be shared on the set’s secondary
controller, and vice versa.
Programming Group Park

A Line Type called Group Park is introduced for the group park feature. The group park key can
be programmed against any keys on the set or PKM. Program a valid park DN in the Button
Directory Number field. There is no ring type associated with this line type.
To allow users to park calls, enable the Call Park – Allowed to Park option in the COS for the
users.
16-39
User Actions
When the group park key flashes, it implies that there is minimum of one call parked against the
park destination DN programmed against the group park key.
A user can only retrieve a parked call from an idle set by pressing the flashing group park key.
The longest parked call is automatically retrieved.
When the user presses the flashing group park key but the call is no longer parked, the key
pressed is ignored and the key will stop flashing.
When the user presses the Group Park key

The user is talking The user has a party on soft hold Operation to be carried out
to another party
Yes Yes Key Pressed is ignored
Yes No Park operation
No Yes Park operation
No No Retrieve operation
Maintenance
The LOCATE maintenance command allows you to list all devices that have group park keys
programmed against a given park DN.
LOCATE GROUP_PARK <DN>
The command will output all linked members of the list that correspond to devices that have the
same group park key programmed. It will also indicate if the park destination DN programmed
against the group park key is valid or not.

Questions
1. What is the maximum number of sets that may be in a hunt group?
______________________________________________________________________
______________________________________________________________________
2. If you had arranged a group of sales phones into a Hunt Group and you wished
incoming calls to be distributed evenly among the phones, would you use terminal or
circular hunting?
______________________________________________________________________
______________________________________________________________________
3. Describe an application in which you would want to use a Terminal Hunt Group.
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
4. What is the difference between a multicall group and a hunt group?
______________________________________________________________________
______________________________________________________________________
5. Can an extension number appear in more than one hunt group? (Try it!)
______________________________________________________________________
______________________________________________________________________
6. Can a 5550 IP Console softkey appear in a hunt group? (Try it!)
______________________________________________________________________
______________________________________________________________________
7. When does the “Pickup” softkey prompt appear on a display set?
______________________________________________________________________
16-41

Analog Trunks
Objectives
17
Plan, install, program, and verify a Non-Dial-In trunk.

Change the answer point.
Understand how to select an outgoing trunk using a Direct Trunk Select key
on a multiline set.
Learn how to program a Dial-In trunk.
17-2 Analog Trunks_rev4.doc

Analog Trunks
Incoming Trunks
External callers use incoming trunks to reach the 3300 ICP’s telephones. There are two types of
trunks:
• Non-Dial-In trunks always ring a predetermined answer point, such as a console. Incoming
calls on these trunks will always ring at the predefined answer point.
• Dial-In trunks allow incoming calls to access the specific station or answer point that was
dialed. The dialed digits are received by the system and are analyzed in order to route the
call to the correct station.
Non-Dial-In Trunks
Loop Start (LS) and Ground Start (GS) Trunks

Loop Start (LS) and Ground Start (GS) Central Office trunks are types of non-dial-in
trunks. An attendant console is often the answer point for LS/GS trunks. When a call
comes in on the trunk, it rings at the attendant console. The attendant transfers the caller
to the extension that the caller requests.
The answer point for an LS/GS trunk does not have to be an attendant console. It can be
a single phone, a hunt group, a key system line, or a multicall line.
You can assign three answer points to non-dial-in trunks. These correspond to the three
service modes of the system; Day, Night1, or Night2. When the attendant puts the
system into day mode, the trunks ring at the day answer point. When the attendant puts
the system into night1 or night2 mode, the trunks ring at the night answer points.
Answering Non-Dial-In CO Trunks

17-3
In the following example, LS/GS trunks ring the attendant during the day. When leaving
for the evening, the attendant puts the system into night 1 service so that the calls will
ring at the security office. The customer does not require a second night service answer
point, so the night 1 destination is used for night 2 as well.
Programming This Example

To program this example, three forms need to be programmed.
• CO Trunk Circuit Descriptor Assignment form - provides the system with a description of
the incoming trunk characteristics. Configuration of this form can be verified by running
the LSMeasure test.
• Trunk Service Assignment form - used to program the Day, Night1, and Night2 answer
points for incoming non-dial in trunks.
• Analog Trunk Assignment form - assign unique trunk numbers, between 1 and 9999, to
the analog trunk PLIDs. Be sure to specify the Trunk Service number and CO Trunk
Circuit Descriptor number programmed in the previous two steps.

Analog Trunks
100 for GS,

800 for LS
Answer points can be an

attendant console, single
line set, hunt group, etc.
Trunks 1 to 4 get
answered at these
Alternate numbers.
answer
points during
night service
17-5
; Lab 1 – Programming an Incoming LS Trunk
Use these planning forms to plan your programming.
Trunk Service Assignment Form

Trunk Service Number
Release Line Trunk (RLT)
Class of Service (COS)
Class of Restriction (COR)
Baud Rate
Intercept Number
Non-dial In Day
Trunks
Night 1
Answer
Points Night 2
Dial-In Digit Absorb

Mod Insert
Trunk Label

Analog Trunks
Analog Trunk Assignment Form

Cabinet
Shelf
Slot
Circuit
Card Type
Trunk Number
Trunk Service Number
DTS Service Number
Circuit Descriptor Number
Interconnect Number
Tenant Number
• System Configuration > Trunks > Analog Trunks > Loop Start/LS-GS > CO Trunk Circuit
Descriptor Assignment form.
• System Configuration > Trunks > Analog Trunks > Loop Start/LS-GS > Trunk Service
Assignment form.
• System Configuration > Trunks > Analog Trunks > Loop Start/LS-GS > Analog Trunk
Assignment form.
Note
Check with the instructor for details on how the CO is being simulated.
17-7

1 Navigate to the System Configuration > Trunks > The CO Trunk Circuit
Analog Trunks > Loop Start/LS-GS > CO Trunk Descriptor Assignment form
Circuit Descriptor Assignment form. is displayed.
2 Select Add. The CO Trunk Circuit
Descriptor Assignment add
window opens.

Analog Trunks

3 In the CO Trunk Circuit Descriptor Assignment add The Circuit Descriptor
window, enter a unique circuit descriptor Number is entered.
identification number in the Number field.
4 Verify that the Guard Timer is 800 ms. Leave the
remaining fields at default.
displayed in the CO Trunk
Circuit Descriptor
Assignment form
17-9

6 Navigate to the System Configuration > Trunks > The Trunk Service
Analog Trunks > Loop Start/LS-GS > Trunk Assignment form is
Service Assignment form. displayed.
7 Select a desired Trunk Service number. The Trunk Service number is
selected.
8 Select Change. The Trunk Service
Assignment change window
opens.

Analog Trunks

9 In the Trunk Service Assignment change window, The answer points are
enter: entered.
• The Attendant Console for day mode
• One of your extensions for night 1 mode
• Another extension for night 2 mode
10 Enter a name in the Trunk Label field. The trunk name is entered.
displayed in the Trunk
Service Assignment form.
17-11

12 Navigate to the System Configuration > Trunks > The Analog Trunk
Analog Trunks > Loop Start/LS-GS > Analog Assignment form is
Trunk Assignment form. displayed.
13 Select the desired trunk port. The trunk port is selected.
14 Select Change. The Analog Trunk
opens.

Analog Trunks

15 In the Analog Trunk Assignment change window, The data is entered.
enter:
• A unique identification number in the Trunk
Number field.
• The Trunk Service Number just created.
• The Circuit Descriptor Number just created.
• A one in the Interconnect Number field.
• A one in the Tenant Number field.
Leave the remaining fields at default.
displayed in the Analog
Trunk Assignment form.
17 Repeat steps 13 through 16 for all available LS The data is saved and
trunk ports. This information is provided by the displayed in the Analog
instructor. Trunk Assignment form.
17-13

18 Using the Individual Trunk Access feature code, A dial tone is heard.
verify that you receive a dial tone from the CO or
your simulated CO. The trunk number is a 4-digit
number. For example, trunk number 4 is dialed
0004.
19 Put the system into day service using the The system is in day service.
attendant console.
20 Dial your lab’s main number using the information The attendant console rings,
provided by your instructor. which is the day answer
point.
21 Put the system into night 1 service using the The system is in night 1
attendant console. service.
22 Dial the your lab’s main number again. The night 1 answer point
rings.
23 Put the system into night 2 service using the The system is in night 2
attendant console. service.
24 Dial the your lab’s main number again. The night 2 answer point
rings.

Analog Trunks
Flexible Answer Point
A customer may want to temporarily change a trunk’s answer point. For example, after business
hours in night1 mode, incoming LS/GS trunk calls are directed to a security phone. But because
security personnel leave that phone unattended when they do inspection rounds, they need to
be able to answer incoming calls from other phones, using Trunk Answer From Any Station
(TAFAS).
To change the trunk answer point to an alternate answering point, the security person enters the
Flexible Answer Point access code followed by the appropriate night answer destination, either
night 1 or night 2. Then they dial the alternate answering point extension number. This changes
the trunk answer point from the programmed answering point to the alternate answering point.
When the security person returns to the security phone and enters the Flexible Answer Point
Cancel access code, the answer point changes back to its normal answer point.
17-15
; Lab 2 – Programming a Flexible Answer Point
In this lab, you will be using the System Administration > System Options > Feature Access
Codes form.
1 Edit the COS to allow for Flexible Answer points on The COS now allows
your IP phones. Flexible Answer points.
2 Ensure that the system is in day service in the The system is in day service.
attendant console.
3 Enter the Flexible Answer Point feature code on The access code is entered.
one of your IP phones.
4 Enter the day service answer point’s extension. The programmed day
service‘s answer point is
entered.
5 Enter the new alternate answer point’s extension. The new answer point is
entered and dial tone is
heard.
6 Dial a CO number that will ring into your system. If The new answer point rings.
you have the simulated setup, dial the single line
extension that is connected to the trunk port.
7 Enter the Flexible Answer Point Cancel All feature The access code is entered
code on the phone. and the feature is disabled.

Analog Trunks
Direct Trunk Select (DTS) Trunks
Incoming Calls
A DTS trunk is a private line to the public network. The trunk rings to a Personal Key on a
multiline set belonging exclusively to the multiline set user.
Single Line or Key System

If the DTS trunk appears on a personal key on only one multiline set, it is a single line
appearance. If it appears on more than one set, it is a key system line appearance. It cannot be
a multicall line appearance because the trunk itself supports only one call at a time.
Outgoing Calls
To make an outgoing call, the multiline set user presses the personal key for the DTS trunk.
After receiving CO dial tone, the user dials directly out over the trunk. Calls completed via Direct
Trunk Select bypass ARS, so calls are unaffected by toll control.
17-17
The following example illustrates how to program a DTS trunk on a personal key.

Analog Trunks
Dial-In Trunks
Dial-in trunks are routed directly to a phone without first being answered by an attendant. The
system interprets the numbers dialed and connects the call directly. There are two types of Dial-
In trunks:
• Tie Trunks
• Direct Inward Dialing (DID) Trunks.
Tie Trunks
Tie trunks connect two PBXs together. They allow users on one system to directly dial users on
the other system. The tie trunk connecting the two systems together relays the digits the caller
dials to the destination system. The destination system connects the incoming trunk to the
phone the caller dialed.
17-19
Direct-Inward-Dial (DID) Trunks

DID trunks connect the public network to a 3300 ICP. External callers dial the number that they
want to reach, and the CO absorbs some of the digits and sends the rest to the 3300 ICP.
Modifying Incoming Digits
The CO has a limited set of numbers that it can allocate to the system owner. If these numbers
do not match the system’s numbering plan, the system may have to delete some of the digits
and replace them with others.
The system would then translate the number sent from the CO into the number that belongs to
the target phone. The telecoms manager arranges with the CO the number of digits the CO will
send.

Analog Trunks
In the following example, the CO has allocated 10 trunks and a block of 100 numbers, from 238-
4600 to 238-4699, to a system whose answer points number 2200 through 2299. Because the
CO sends 46XX instead of 22XX, the system has to delete the first two digits, the 46, and
replace them with 22. The figure shows a DID call from an outside caller who dials 238-4697
and reaches extension 2297.
17-21
Dial-In Trunk Programming

The previous example is programmed to create DID and Tie Dial-In Trunks.
DID Trunk Programming
Absorbs first
two digits
controller
receives
Replace
absorbed
digits with 10.
Trunks from PSTN

Analog Trunks
E & M Trunk Programming
Absorb no
digits. Do not
leave blank.
Trunks connected to another 3300 ICP
17-23
Questions
1. Which form would you use to program incoming digit modification for a dial-in trunk?
______________________________________________________________________
______________________________________________________________________
2. In which form would you assign a label to a trunk?
______________________________________________________________________
______________________________________________________________________
3. In which programing form would you assign different trunk answer points for Day and
Night1?
______________________________________________________________________
______________________________________________________________________
4. Which forms would you use to create a DTS trunk?
______________________________________________________________________
______________________________________________________________________
5. Can you apply any outgoing toll restrictions to a DTS Trunk?
______________________________________________________________________
______________________________________________________________________
6. You want a Digital E&M trunk to behave as a non-dial-in trunk with an answer point.
What programming would you do to make this happen?
______________________________________________________________________
______________________________________________________________________
7. What are the symptoms of leaving ‘Digits to Absorb’ blank in the Trunk Service
Assignment form for a dial-in trunk?
______________________________________________________________________
______________________________________________________________________

SMDR, Printers, and System
Ports 18
Objectives
When you finish this module, you will be able to:
Program and verify external Station Message Detail Reports (SMDR).

Generate and print SMDR logs.
Program and verify internal SMDR.
Install and program system ports to output data.
Verify the printing operation of different logs, reports, and programming
forms.
Reference
Contents > Programming > Programming Devices > Program Printer Support
Reference
Contents > Programming > Programming Printers
18-2 SMDR, Printers, and System Ports_rev4.doc

SMDR, Printers, and System Ports
3300 ICP Printer Ports

The 3300 ICP has RS-232 printer capabilities. Any printer port may be programmed for any
application. The system supports both system printers for its own applications and dedicated
data communications printers.
From a configured system port, the system provides important information about its status,
which includes:
• Maintenance logs that indicate important events in the system operation
• SMDR records that log all calls made to and from system devices
• Traffic reports
• Hotel/motel reports
• ACD records that log agent activity within the system.

Some system ports have devices other than printers connected to them, such as:
• Station Message Detailed Accounting (SMDA) machines that processes SMDR records
• Property Management Systems (PMS) devices that receive information from the system,
including status of hotel rooms and duration of calls.
Printer Port Types

You can direct system logs to the following locations:
• Serial port labeled Printer on the system controller (LPR1)
• Serial ports on the 5550 IP Console PCs
• TCP/IP socket.
• Network port.
System Port – LPR1

• LPR1 is a pre-defined system printer port located on the front of the controller and
labeled Printer.
• LPR1 is not supported on the 3300 CX and CXi controllers.
5550 IP Console Ports

• The technician defines the port name.
• The ports appear on COM port 1 of the 5550 console PC. They share the same device
ID as the console.
• The console printer ports must be defined with a name before any reports can be
directed to them.
18-3
Programming the Printer Port
Define the System Port

Depending on the device type, various levels of programming may be required in order
to prepare the device as a system port.
Give the Printer Port a Name

The 5550 IP Console printer ports appear in the System Port Assignment form
automatically as soon as the console is programmed in the IP Console Assignment form.
Once the printer ports appear in the System Port Assignment form, you can assign
names to them. Descriptive naming of a system port is recommended to avoid confusion
and command conflicts.
You can name the printers whatever you want, but the LPR1 is a reserved name that
may not be changed or reused. Avoid using words that already exist in the system
command vocabulary, such as DATA, VOLUME, and PRINT.
Sending Printable Information to the Printer

The Application Logical Port Assignment form controls what information is sent to the various
printer ports of the system. For example, you might send Maintenance Logs to LPR1, SMDR
logs to a printer port you have named CONS1_PRT, and Traffic Reports to a printer port you
have named CONS2_PRT.

The following is an example of programming system ports.

Maintenance
port not
available on
CX/CXi.
Use Output for printer functions.
Assign unique names to other Use the BAUD command to change

system ports that you require. the baud rate or parity values.
Types of information
that can be printed.
LPR1 is
This particular associated with
information is the serial port
printed to this on the front of
port, which was the controller.
named in the
System Port
Assignment
form.
18-5
TCP/IP Output Streaming
The system streams system logs to TCP/IP clients that connect to the appropriate TCP/IP
socket on the system. The logs will not be sent to a socket that does not have a TCP/IP client
connected to it. For example, if the client is disconnected, the log records aren’t automatically
redirected to a file or other alternate source. The sockets are designated as outlined in the table
below.
Capturing Printable Information

The Application Logical Port Assignment form controls what information is sent to LPR1. For
example, you might send Traffic Reports and Hotel/Motel Reports to LPR1 because they don’t
have a TCP/IP socket. You can then connect to TCP/IP socket 1754 and capture the data
directed to the LPR1 socket.
Note
There are a maximum of three simultaneous client applications that may
connect to a specific TCP/ IP socket. Refer to the Technician’s Handbook for
additional information.
Log Type TCP Socket
SMDR Logs 1752

ACD Real Time Events 15373
Hotel/Motel Logs 1753
Call Control Maintenance Logs 1751
Call Control Software Logs 1750
LPR1 Output 1754
PMS Voice mail 6830
Hotel/ Motel Management 15374

Network Printing
To print to a network printer:
• Program the network printer connection parameters in the Controller Registry Configuration
form.
Caution
With the exception of the Network Printer fields, do not change values in this
form without prior consultation with the Mitel Product Support group.
• Assign a name to the network port in the System Port Assignment form.
• Assign to applicable logs in the Application Logical Port Assignment form.
18-7
; Lab 1 – Using a Telnet Session to Capture TCP/IP

Socket Data
• System Configuration > System Output Ports > LPR1 > Application Logical Port
Assignment form.

1 Navigate to the System Configuration > System The Application Logical Port
Output Ports > LPR1 > Application Logical Port Assignment form is
Assignment form. displayed.
2 Select Maintenance Logs. Maintenance Logs is
selected.
3 Select Change. The Application Logical Port
opens.


4 In the Application Logical Port Assignment change LPR1 is displayed in the Port
window, type LPR1 in the Port Physical Name Physical Name field.
field.
displayed in the Application
Logical Port Assignment
form.
6 Open a Command Window and type, telnet The telnet program is

<controller IP address> 1754 connected to the TCP/IP
socket, which is the LPR1
output. The screen is blank.
18-9

7 Navigate to the Maintenance > Maintenance The Command/Response
Commands > All form. window is displayed.
8 Make your single line extension busy. The single line extension is
busied and displayed in both
the Response field and in
the telnet window.

9 Return the single line extension to service. The single line extension returns
to service and displayed in both
the Response field and in the
telnet window.
10 At this point, you have the capability of copying
and pasting from the telnet window into a word
processing application such as Notepad. From
there, you can print it to a printer.

Printing Database Forms
Single Instance Forms

These forms have only one version. The Telephone Directory form is an example of a single
instance form. This form contains all of the directory number/user name combinations in the
system.
Another example of a single instance form is the Analog Set Assignment form. This form lists all
the analog phone circuits in the system and shows the directory number for each.
Multiple Instance Forms

There are many versions of this type of form. The COS form is an example of a multiple
instance form. This form lists all the operational privileges of a given phone or class of phones.
Next to each privilege allowed there is a yes, and next each privilege denied there is a no.
When you ask the system to display this form, it asks you to specify the instance or version of
the form since each version can have a different set of privileges. There are up to 96 versions of
the form available, numbered 1 to 96.
18-11
Exporting and Printing Forms
The following print functionality is available for most forms in the System Administration Tool:
• You can print all records in the form, a current page, or a group of specified pages.
• In forms that contain large lists of records, such as the Telephone Directory Assignment or
Multiline IP Set Configuration forms, you can print a range of records.
• You can include the time stamp and system name on the printout.
• While it is printing, a form is locked, meaning you cannot Add, Change or Delete operations
on the form.
• The output can be streamed to the printer port on the front of the system and captured using
socket 1754 if desired. This functionality is programmed in the Application Logical Port
Assignment form.
• If a local or network printer is configured on the PC that is requesting the print with the Print
button within ESM, the resulting printout will be directed to that printer.
Note
Not all forms support printing and not all forms support all printing options. If
print options are not supported for a form, the options will be disabled, or
grayed out, in the print dialog window.
Printing From ESM

To print data from the System Administration Tool, the client station must have:
• XML components required for client-side rendering
• Local or network printer installed and available to the browser.

Depending on the amount and type of data being previewed, there could be a significant delay
before the preview screen is displayed. While data is being retrieved from the database, other
users cannot use the System Administration Tool.

Selecting the Print

button in the ESM forms
will print to a printer
accessible to the
programming PC.
18-13
Exporting Form Data

You can export data from most forms in the System Administration Tool into a:
• Text file (.txt) – readable by any text editor or word processor
• Comma separated value file (.csv) – comma-delimited file that can be imported into a
spreadsheet program.
Note
If Internet Explorer won’t let you export a .csv file, hold the Control key for the
duration of preparing the export and saving the file.
This feature is valuable if you need to update another application with data from the system. For
example, you could export the telephone directory entries from the Telephone Directory
Assignment form to a .csv file and then run a software script to import the file into a third-party
application.
Not all forms support the exporting of data, and not all forms support all the export options. If
options are not supported for a form, they will be disabled, or grayed out, in the export dialog
window.
Exporting From ESM

You will need a text editor, word processor, or spreadsheet program, such as Microsoft Excel,
installed on your client station in order to manipulate the exported data.
Note
You must change the file extension from .tar to either .txt or .csv.

Station Message Detail Recording (SMDR)

The system uses SMDR to keep records of who makes and receives calls. SMDR records
include information such as the phone and the trunk involved, the time and duration of the call,
the digits dialed, and the account codes used. You can send this data to a Call Accounting
Device to determine the cost of telephone calls and to evaluate usage of the system trunks and
stations.
There are two separate SMDR applications.
• The external SMDR application allows trunk call data for individual stations to be collected
for outgoing and incoming trunk calls.
• Internal SMDR collects data for calls made between stations. Internal SMDR is not used as
often, but it can be enabled as required.
You can enable the system with external SMDR, internal SMDR, or both.
External SMDR
External SMDR keeps track of incoming and outgoing trunk calls. You can program the system
to generate a call record when a phone calls out on a trunk, when a trunk calls in to a phone,
and when a trunk calls a trunk. External SMDR is most commonly used because it monitors
expense-incurring calls over trunks.
Programming SMDR
To program External SMDR you must:
• Ensure that the SMDR options are enabled as required in the SMDR Options Assignment
form.
• Assign a COS to the phones and trunks for which you want call records, with SMDR –
External set to yes.
• If using a physical printer, assign a port through which the system can dump the SMDR
records in the Application Logical Port Assignment form, or use TCP/IP socket 1752 to
collect the records over the network.
18-15
Generating an External SMDR Record

Once you enable external SMDR for the system, you must enable it in the COS of all stations
and trunks for which you want to keep SMDR records. If a trunk calls to a station, or vice versa,
and either one has SMDR-External set to no in its COS, then there will be no SMDR record for
the call.
For example, you may want to disable SMDR for tie trunks between two systems while you
enable it for CO trunks. To do this, set SMDR-External to yes in the COS of the stations and CO
trunks, and set it to no in the COS of the tie trunks.
Internal SMDR
Internal SMDR keeps track of calls between the phones on the 3300 ICP. It is not used as much
as External SMDR; it is typically used in high security installations or to monitor internal call
traffic patterns.
A record of calls made between the phones is kept as long as one of the devices in the call has
SMDR - Internal set to yes in its COS. Internal SMDR does not track external calls involving
trunks.
If a station receives prank calls, turn on internal SMDR for that station so the system keeps a
record of all the internal calls it receives. If you know the time of the prank call, it is easy identify
the calling station in the SMDR record.

Programming SMDR Example
Internal
Trunk
Calls
Calls
When enabled, the Time to Answer field is
expanded to four columns. Columns 29-32,
IDs
or 34-37 in extended digit length format.
system
in
reports
When enabled,
OPS Manager
can request an
SMDR log file.
When this option is enabled, a

single call is recorded consistently
across a PBX network.
When enabled, a Call

Sequence Identifier appears
in column 122, or 130 when
using extended digit length
format. Standardize Network
OLI must also be enabled.
Assign this COS to

sets, consoles, and
trunks involved in
calls to be recorded.
Assign this COS

option to sets for
which you want to
track internal calls.
18-17
; Lab 2 – Programming SMDR
• System Administration > System Options > SMDR Options Assignment form.
• System Administration > System Options > Class of Service Options Assignment form.
• System Configuration > Devices > Station Service Assignment form.
• System Configuration > System Output Ports > LPR1 > Application Logical Port
Assignment form.

1 Navigate to the System Administration > System The SMDR Options
Options > SMDR Options Assignment form. Assignment form is displayed.
2 Select Change. The SMDR Options
opens.
3 In the SMDR Options Assignment change The radio buttons are
window, select the Yes radio buttons for: selected.
• Report Incoming Calls
• Report Outgoing Calls
• Report Internal Calls
4 Enter a System Identification number in the An Identification number is
System Identification field. entered.
displayed in the SMDR
Options Assignment form.
6 Navigate to the System Administration > System The Class of Service
Options > Class of Service Assignment form. Assignment form is displayed.
7 Enable SMDR External and SMDR Internal in the The COS for the IP sets is
COS for your IP sets. programmed for SMDR
internal and external
recording.
8 Navigate to the System Configuration > Devices The Station Service
> Station Service Assignment form. Assignment form is displayed.
9 Select the first IP set’s DN. The first DN is selected.
10 Select Change. The Station Service
Assignment form change
window opens.


11 In the Station Service Assignment form change The number of sets to change
window, enter the number of sets you have is entered.
programmed in the Number of records to change
field.
12 In each of the COS fields, select Change All To Change All To is selected in all
from the drop-down menu. three COS fields.
13 Enter the COS number in the Value to Change The COS number is entered.
field.
displayed in the Station
15 Navigate to the System Configuration > System The Application Logical Port
Output Ports > LPR1 > Application Logical Assignment form is displayed.
Port Assignment form.
16 Select SDMR Logs and select Change. The Application Logical Port
Assignment form change
window opens.
17 Type LPR1 in the Port Physical Name. Select LPR1 is entered as the Port
Save. Physical Name. The data is
saved and displayed in the
Application Logical Port
Assignment form.
18 Open a Command Window and type, telnet The telnet program is
<controller IP address> 1752 connected to the TCP/IP
socket, which is the SMDR
logs output. The screen is
blank.
19 Generate some records by placing calls and The telnet window displays the
observe the results through the telnet session. activity.
20 Navigate to the Maintenance > Maintenance The Command/Response
Commands > All form. window is displayed.
21 Type LOGSYS READ SMDR ALL and select The SMDR log is displayed in
Submit. the Response field.
18-19
Questions
1. You are adding a new station to the system. How would you make sure that the system
will keep SMDR records of its external calls?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
2. SMDR records are appearing for tie-trunk calls between co-located systems. What
would you do to stop record collection for these calls?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
3. Both internal devices must have SMDR - Internal set to Yes in their Class of Service
before the system will generate records for calls between them.
a. True
b. False
4. The system keeps a record of all calls, both internal and external, providing the
originating device has at least SMDR Internal set to Yes in its Class of Service.
a. True
b. False
5. The system generates Internal SMDR records both for answered and unanswered calls.
a. True
b. False
6. SMDR – Internal is a Class of Service option that you may enable for some phones and
disable for others.
a. True
b. False

7. A phone user in an organization is receiving repeated prank calls from an unidentified

internal caller. What would you do to track down the phone(s) the prankster is calling
from?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
8. Which form would you use to define the printer port of an operational 5550 IP console to
cause the printer port to appear in the System Port Assignment form?
______________________________________________________________________
______________________________________________________________________
9. Which programming form would you use to direct SMDR to the LPR1 printer port?
______________________________________________________________________
______________________________________________________________________
10. Which form would you use to assign a name to a printer?
______________________________________________________________________
______________________________________________________________________
11. Which maintenance command lists all of the programmed printer ports in the system as
well as their present baud rate and print status?
______________________________________________________________________
______________________________________________________________________
12. How would you print instance 2 of the Class of Service form?
______________________________________________________________________
______________________________________________________________________
13. Which TCP/IP socket would you connect an application to with a telnet session to
capture SMDR logs?
______________________________________________________________________
______________________________________________________________________
18-21
14. Which TCP/IP socket would you connect an application to with a telnet session to
capture Hotel/Motel logs?
______________________________________________________________________
______________________________________________________________________

Automatic Route Selection
(ARS) 19
Objectives
Program numbers for external local calls.

Use ARS to route a call.
Understand how the system uses various CO dial tones.
Learn how to use the ARS planners.
Use maintenance commands and SMDR to trace calls that use ARS.
Program emergency call routes using ARS.
Assign and program calling privileges and restrictions using ARS.
Comprehend the steps required to prevent toll fraud.
Examine samples of Automatic Route Selection programming and predict
what will happen when a caller dials particular number sequences.
19-2 Automatic Route Selection_rev5.doc

Automatic Route Selection (ARS)
External Calling Permissions
Dialing plans or numbering plans within the Public Switched Telephone Network (PSTN) vary
from country to country and can be specific within a given area of a country.
There are some common considerations regardless of the location. For example, a plan must
be considered for local calls, long distance calls, international calls and emergency and special
service numbers.
On a 3300 ICP, all external numbers must be planned for and programmed into the database
using ARS.
19-3
Local Calls
3300 ICP phone users make calls into the PSTN in much the same way that we do from home.
But the 3300 ICP phone user may prefix the external directory number with a single digit, such
as 9 from a business phone or 8 from a phone in a hotel. This indicates to the 3300 ICP that it is
an external call. From home, we dial 592-2122, but from a 3300 ICP phone, we dial 9-592-2122.
See the figure below.
Another difference between 3300 ICP users and home users is that some 3300 ICP users may
be restricted from making external calls or from making certain types of external calls, such as
long distance calls.
Also, when making a call from the 3300 ICP, the 3300 ICP has the additional tasks of choosing
which outgoing trunk to send the call out on and then deleting the 9.
The ARS programming forms are used to instruct the 3300 ICP regarding which trunk to choose
and which digits to delete. A sample ARS program and some blank ARS planning sheets are
provided with your course materials.
Making a PSTN Call


ARS in the 3300 ICP does these four basic things:
• It recognizes digits, such as a leading 9, as an indication that the call is to be an external

call.
• It restricts unauthorized phones from making external calls.
• It selects a trunk from within a group of trunks to send the call out on.
• It modifies the dialed digits, such as dropping the 9, to convert the digits into what the
external network expects.
ARS digits can be specified with leading digits as well as dialed digits. These digits can be listed
explicitly, or wildcards can be used to specify predefined variables for a given ARS digit:
• N or n specifies a digit between 2 and 9 inclusive
• X or x specifies a digit between 0 and 9 inclusive
• Y or y specifies a digit between 0 and 9, * and #”
Programming the Digits for External Local Calls

The digits dialed in the following example are 9-592-2122. But callers will dial many different
numbers. There’s no need to program all external directory numbers in ARS. Simply program
the numbers as 95 + any six digits to address all external local directory numbers starting with
5.
You may wish to call external numbers that start with 2, 3, 4, etc. In this case, we program ARS
with 9NXXXXXX+ 0 additional digits.
Making an External Call
19-5
This is an ARS data collection table, giving a quick way to compile the information needed to
program external directory numbers. See if you can associate the values in this table with those
programmed in the forms that follow.
Type of Digit String Trunk Digit Modification Stations to Block Route

Call Group Number
Digit Qty of Digits COR COR

Mod Digits to to Group Number
Number Absorb Insert
Local 9NXXXXXX + 0 1 1 1 1
Operator 90 + 0 1 1 1 1
Long
91XXXXXXXXXX + 0 1 1 1 2 1 2
Distance
This is 9
plus the
digit 0 that
the caller
dials after
the 9. The Xs
signify any
other digit.
The N is a
wildcard that
specifies a
digit
between 2
and 9
inclusive.

The ARS Leading Digits Assignment form is automatically populated every time an entry is
made to the ARS Digits Dialed Assignment form. The ARS Leading Digits Assignment form is
used to turn on second dial tone.
This is the 9 that callers dial whenever This instructs the system to return dial tone to
they call external numbers. the user after the digit 9 has been received.
Establishing an ARS Route

A route is a set of call handling characteristics that controls the call. The route restricts
unauthorized callers, selects a trunk group, and modifies the digits before dialing into the
network. For external calls, the digits a caller dials must be programmed in the ARS Digits
Dialed Assignment form.
If the digits are not in the ARS Digits Dialed Assignment form, the system returns reorder tone
to the caller. If the digits are in the ARS Digits Dialed Assignment form, ARS software assigns
the call a route. Use the following programming forms when programming a route.
Note
To make programming easier, keep the COR Group Number the same as the
Route Number. For example, Route 1 with COR Group 1.
19-7
Programming a Route
Digit Mod 2 tells the system

to absorb the first dialed
digit, so the system deletes
the 9 and outpulses the
remaining digits on a trunk The system outpulses the
in Trunk Group 1. digits after the 9 on one of
these available CO trunks.
COR Group 1 contains no

COR numbers. Any
device is allowed to use
this route, regardless of
what COR number it has. This absorbs the
Because Route 10 uses leading digit 9.
this COR group, no
devices will be restricted
from using this route. To
restrict route 10, include
the device’s COR number
in COR Group 1.
In the Station Service
Assignment form,
different restrictions can
be assigned to Day,
Night1 and Night2 modes.
The Route Assignment

form associates Route 10
with:
-Trunk Group 1, which
shows which trunks to
use.
-COR Group 1, which
shows who to restrict from
making the call.
-Digit Mod 2, which
shows how to modify the
number.
Use the Routing Medium

to choose TDM, IP or SIP
trunks.

Dial Tone From the CO

If the system sends digits to the CO before the CO supplies dial tone, the digits are lost and the
call fails. This situation may occur with analog LS trunks, but not digital trunks.
To avoid this problem, we can make the system wait for dial tone before sending the digits. To
do this, add a Tone Marker to the Route’s Digit Modification Assignment form. If this is not done,
the system sends the dialed digits the instant that it seizes the trunk.
Programming a Tone Marker
This Tone Plan marker, T2, references

Tone Plan Number 2 in the Call Progress
Tone Detection Plan Assignment form.
The system waits up

to 5 seconds for dial
tone from the CO. If
the dial tone is not
received in this time,
the call is released
and the caller gets a
reorder tone.
This is the tone the system listens for.

The tones the system can detect are If the system detects the tone, it
listed in Detectable Tones on the next outpulses the digits in the signaling
page. Usually, only those systems that format that the trunk’s circuit descriptor
must detect specific tones, or must insert specifies, either Loop or DTMF. The
wait cycles to receive a tone before possible actions are:
outpulsing, will need a Call Progress -Blank
Tone Detection Plan Assignment. -Outpulse default
-Outpulse DTMF
-Busy tone and release
-Reorder tone and release
-Give answer
19-9
Detectable Tones
Blank Speech
NA dial tone mod 120 UK 50 Hz dial tone
NA specialized carrier dial tone NA dial tone mod 133
NA priority ringback NA reorder tone
UK congestion tone UL dial tone
NZ number unobtainable UK NU tone
NA precise audible ringback NZ dial tone NA precise dial tone
UK precise audible ringback UK precise dial tone
NA busy tone NA audible ringback tone
UK busy tone UK audible ringback tone
NZ busy tone NZ audible ringback tone
IT dial tone MA dial tone
GE dial tone
If you apply Wait for Dial Tone on a trunk, make sure that the trunk is a type that returns
dial tone. Most digital E&M trunks and MSDN/DPNSS trunks connecting PBXs in North
America do not send a dial tone (Dial Tone on Incoming Seize). If you apply tone
detection to these trunks, the Maximum Wait for Tone timer expires and the system
takes the programmed Action on Timeout.

Planning and Programming ARS
Programming ARS requires careful planning. Use the following diagram and planning sheets to
plan your ARS programming. The pyramid diagram represents the programming sequence.
Start at the bottom and move towards the top. Troubleshoot problems from the top down.
19-11

Troubleshoot
Program
19-13
; Lab 1 – Local Calls Using ARS
In this lab, you will be using the following forms, in this order:
• System Configuration > Trunks > Analog Trunks > Loop Start/LS-GS > Trunk Group
Assignment form.
• System Administration > Automatic Route Selection > Digit Modification Assignment
form.
• System Administration > Automatic Route Selection > Class of Restriction Group
Assignment form.
• System Administration > Automatic Route Selection > Route Assignment form.
• System Administration > Automatic Route Selection > ARS Digits Dialed Assignment
form.
• System Administration > Automatic Route Selection > ARS Leading Digits Assignment
form.
Note
Reference
Help > Contents > Programming > Initial Configuration > Programming
Use the supplied planning forms to plan your programming.


1 Navigate to the System The Station Service Assignment form is
Administration > System Options > displayed.
Station Service Assignment form.
2 Select one of your IP sets and select The set is selected and the Station Service
change. Assignment change window opens.
3 In the Station Service Assignment The CORs are entered, saved, and
change window, enter a desired displayed in the Station Service
COR number for day service and Assignment form.
another number for night 1 and night
2 service. Select Save.
19-15

4 Navigate to the System Configuration > The Trunk Group Assignment form
Trunks > Analog Trunks > Loop Start/LS-GS is displayed.
> Trunk Group Assignment form.
5 In the Trunk Group Assignment form, select The Trunk Group Assignment add
Add. window opens.
6 In the Trunk Group Assignment add window: The data is entered.
• Enter a Trunk Group Number.
• Select the Terminal radio button for the
Hunt Mode.
Leave the remaining fields at default.
7 Select Save. The data is saved and displayed in
the Trunk Group Assignment form.
8 In the Trunk Group Assignment form, select the The Trunk Group
new trunk group and then select Add Member. Assignment add member
window opens.
9 Using range programming, and in reverse order, The analog trunks are added
add the analog trunks created in an earlier module. to the new trunk group.

10 Navigate to the System Administration > The Digit Modification Assignment

Automatic Route Selection > Digit form is displayed.
Modification Assignment form.
11 In the Digit Modification Assignment form, The Digit Modification number is
select a desired Digit Modification number selected and the Digit Modification
and then select Change. change window opens.
12 In the Digit Modification change window,
enter a one in the Number of Digits to
Absorb field. Leave the remaining fields at
default.
13 Select Save. The data is saved and displayed in
the Digit Modification Assignment
form.
14 Navigate to the System Administration > The Class of Restriction Group

Automatic Route Selection > Class of Assignment form is displayed.
Restriction Group Assignment form.
15 In the Class of Restriction Group The Class of Restriction Group
Assignment form, select a desired Class of number is selected and the Class of
Restriction Group number and then select Restriction Group change window
Change. opens.
16 In the Class of Restriction Group change The day service COR number is
window, enter the sets’ COR number for entered, the data is saved and
day service. Then select Save. displayed in the Class of Restriction
19-17

17 Navigate to the System Administration > The Route Assignment form is
Automatic Route Selection > Route displayed.
Assignment form.
18 In the Route Assignment form, select a The Route number is selected and
desired Route number and then select the Route change window opens.
Change. It is recommended to use the
same number as the COR Group number
that will be used.
19 In the Route change window: The data is entered, saved, and
displayed in the Route Assignment
• Select TDM Trunk Group from the
form.
Routing Medium drop-down menu.
• Enter the Trunk Group Number
previously programmed.
• Enter the COR Group Number
• Enter the Digit Modification Number
• Leave the Digits Before Outpulsing filed
blank.
• Select PSTN Access Via DPNSS from
the Route Type drop-down menu.
Select Save.


20 Navigate to the System Administration > The ARS Digits Dialed Assignment
Automatic Route Selection > ARS Digits form is displayed.
Dialed Assignment form.
21 Select Add. The ARS Digits Dialed add window
opens.
22 In the ARS Digits Dialed add window: The data is entered, saved, and
displayed in the ARS Digits Dialed
• In the Digits Dialed field, enter the digits
Assignment form.
to dial to access the routing information.
• Select the number of digits needed to
complete the number in the Number of
Digits to Follow drop-down menu.
• Select Route from the Termination Type
drop-down menu.
• Enter the Route number previously
programmed.
Select Save. Program additional Digits
Dialed as needed.
19-19

23 Navigate to the System Administration > The ARS Leading Digits
Automatic Route Selection > ARS Leading Assignment form is displayed.
Digits Assignment form.
24 Select the Leading Digit 9 entry and then The Leading Digit 9 entry is
select Change. selected and the ARS Leading Digit
Assignment change window opens.
25 In the ARS Leading Digit Assignment The data is entered, saved, and
change window: displayed in the ARS Leading Digit
Assignment form.
• Select Yes from the Second Dial Tone
drop-down menu,
Select Save.


26 Test the programming by dialing the digits A CO trunk can be accessed.
that were programmed.
27 Type DGT TRACE <digit string dialed> in The ARS digits and the route are
the command window. displayed in the Response window.
28 Use SMDR to verify your programming, The telnet window displays the
what trunk is used, and what is outpulsed to information.
the CO.
Note
The call must be completed to see the SMDR records.
19-21
; Lab 2 – Emergency Calls Using ARS
• System Administration > Automatic Route Selection > Digit Modification Assignment
form.
Assignment form.
• System Administration > Automatic Route Selection > Route Assignment form.
form.
Caution
Always allow all desktop devices to dial emergency numbers. The COR Group
number used for the emergency routes must not contain any COR numbers.
Note
Reference
Use the supplied planning forms to plan your programming.


1 Navigate to the System The Route Assignment form is displayed.
Administration > Automatic Route
Selection > Route Assignment
form.
2 In the Route Assignment form, select The Route number is selected and the
an available Route number and then Route change window opens.
select Change. It is recommended to
use the same number as the COR
Group number that will be used, and
that COR Group number must not
contain any CORs.
3 In the Route change window: The data is entered, saved, and displayed
in the Route Assignment form.
• Select TDM Trunk Group from
the Routing Medium drop-down
menu.
that contains no COR numbers.
• Enter a Digit Modification
Number that absorbs no digits.
• Leave the Digits Before
Outpulsing filed blank.
• Select Emergency from the
Route Type drop-down menu.
Select Save.
19-23

4 Select another available Route The Route number is selected and the
number and then select Change. It is Route change window opens.
recommended to use the same
number as the COR Group number
that will be used, and that COR
Group number must not contain any
CORs.
5 In the Route change window: The data is entered, saved, and displayed
in the Route Assignment form.
• Select TDM Trunk Group from
the Routing Medium drop-down
menu.
that contains no COR numbers.
• Enter the previously programmed
Digit Modification Number that
absorbs one digit.
• Leave the Digits Before
Outpulsing filed blank.
• Select Emergency from the
Route Type drop-down menu.
Select Save.


6 Navigate to the System The ARS Digits Dialed Assignment form is
Administration > Automatic Route displayed.
Selection > ARS Digits Dialed
Assignment form.
7 Add the following: 911 and 9911 digit strings are added.
9911 is added just in case an emergency
• 911, absorbing no digits.
caller tries to dial a 9 to access a CO
• 9-911, absorbing one digit. trunk.
Digits to Follow must be zero.
19-25
8 Test the programming by dialing 911 A CO trunk can be accessed. The

and 9911 on your sets. Attendant Console should ring.
9 Type DGT TRACE <digit string The ARS digits and the route are
dialed> in the command window. displayed in the Response window.
10 Use SMDR to verify your The telnet window displays the

programming, what trunk is used, information.
and what is outpulsed to the CO.
Note
The call must be completed to see the SMDR records.

Calling Privileges
There are usually different levels of calling privileges within an organization, from the executive
level who may call almost anywhere, to sales who may be permitted to call anywhere on the
continent, and so on, down to those phones restricted to make no external calls.
In the system, every device within the database that can dial requires a COR number, which is
assigned:
• To a device in the Station Service Assignment form.
• To trunks in the Trunk Service Assignment form.

To restrict a device from making an external call, the device’s COR number is assigned to the
COR Group associated with the restricted route.
The following figure represents a general hierarchy of restrictions, with the center being the
least restrictive and the outer circles the most restrictive.
19-27
For example, if it is necessary to restrict directory number 1005 from calling a long distance
number, perform the following steps:
1. In the ARS Digits Dialed Assignment form, determine which route is used in order to call
long distance within North America. The figure shows Route 2.
2. In the Route Assignment form, verify which Class of Restriction Group is used by Route 2.
The figure shows COR group 2.
3. In the Station Service Assignment form, determine the COR number for extension 1005.
The figure shows COR number 7.
4. In the COR Group Assignment form, program COR number 7 into the COR group 2. This
will restrict extension 1005 from making the long distance call.

Routes, COR Groups, and COR Numbers

The diagram shows the relationship between routes, COR Groups, and COR numbers.
Route 1 restricts calls from users with COR number 1, which is the only member in COR Group
1.
Route 2 allows all calls because there are no COR numbers in the COR Group associated with
Route 2. An example of this is emergency numbers.
Route 7 restricts calls from all users with COR number 1, 2, 3, 4, and 5, which are all members
in COR Group 7.
We use this in our example ARS program to block calls to 1-900 numbers.
Route 1 uses COR Group 1 COR Group 1
Phones with any COR Number other than COR COR Group 1 contains
1 may use Route 1. 1 COR number 1.
COR Group 2
Route 2 uses COR Group 2
Phones with any COR Number may use COR Group 2 contains no
Route2. COR numbers.
COR Group 7
Route 7 uses COR Group 7
COR Group 7 restricts all users from using this 1, 2, 3, COR Group 7 contains
route. 4, & 5 COR numbers 1, 2, 3, 4 and 5.
19-29
COR Planner
The COR planning table lists:
• Call types that are created in the ARS Planner Example sheet, listed down the left column
• Various types of users and assigned COR numbers, listed in the center column
• COR numbers placed into COR Groups, listed in the right column
To use the planner, follow each call type across the table and restrict the COR numbers that do
not have calling privileges for that call type. Notice that you can observe the restrictions
imposed on any COR number by the entries in its column.
No Lobby Junior Senior Executive/ COR Groups

User Call Type Required
Access Phones Staff Staff Attendant
(COR Group
Assignment
COR1 COR2 COR 3 COR 4 COR 5 form)
(ARS Digits Dialed
Assignment form) COR # (Station Service Assignment form) Grp: Members
9+Local R 1: 1
9+11 2:
9+911 3:
9+611 R R R R 4: 1-4
9+411 R R R 5: 1-3
9+0 (Telco) R R R R 6: 1-4
9+1-900 R R R R R 7: 1-5
9+1+Long Distance R R R 8: 1-3
9+011 R R R R 9: 1-4
9+1+212, 904, 907 R R 10: 1,2
9+1-900-592-2122 R R 11: 1,2
(Tech support)
9+839-1412 R R R R 12: 1-4
(Radio contest line)
9+1-800 R R R R 13: 1-4

COR Group Planner

To assign these privileges to specific phones, use the Station Service Assignment form, User
Configuration form, or Change Attributes form.
The system operates in one of three modes, Day, Night1, or Night2. The attendant puts the
system in day mode during normal business hours, night1 mode after normal business hours,
and perhaps night2 during the late night hours.
A phone can be assigned different external calling privileges in each of these modes. The
Station Service Assignment form is shown below.
19-31
Preventing Toll Fraud

This section provides some examples of how to minimize toll fraud by internal users and
external callers. They highlight areas, which, if not programmed correctly, can allow
unauthorized toll access.
Note
More information can be found in the Technical Knowledge Base on the MOL
web site.
Mitel disclaims any express or implied warranty that its equipment is

technically immune from or prevents fraudulent intrusion into, or unauthorized
use of, its telecommunications system, including its interconnection to the long
distance network.
Caution
Mitel strongly recommends that PBX owners and/or the service personnel,
program an appropriate COR to all system ports to control external dialing
capabilities through Station Ports, Voice Mail Ports, DISA Trunks and all Dial-
In-Trunks. This approach has proven effective in implementing a system that
minimizes the occurrence of toll fraud.
The 3300 ICP ESM forms are designed to offer a very flexible and highly
customized programming structure and must be carefully programmed to
prevent users from defeating your toll restriction plan.
Types of Telephone Fraud

External fraud is possible on systems using any combination of Direct Inward System Access
(DISA) and/or Dial-in Trunks integrated with Auto Attendant or peripheral interfaced Auto
Attendant/Voicemail and RAD groups.
Internal fraud is possible if employees are using External Call Forward, Trunk-to-Trunk
Connection Without Third Party, and 1-800 and 1-900 numbers.
ARS programming using COR group assignments is the only proper way to minimize toll fraud.
It is very important that only employees who require toll access be given telephone privileges.
For example, a lobby telephone would be denied toll access unless it is authorized through
attendants.
COS options should be controlled with:
• Individual Trunk Access, which will bypass all ARS and COR restrictions
• Public Network to Public Network Connection Allowed, to allow trunks to be connected

together without a third party
• Call Forwarding (External Destination), to allow extension users to forward their telephone to
external trunks.
800-numbers are traditionally free calls, but some COS can allow the reversal of 800-charges.
So it may be necessary that programmers designate 800-calls as toll calls for the company.
900-numbers and any information service calls should be COR-restricted from all users except
those who require access for their job function.
SMDR can be used to track internal users and control their calls, which is a deterrent for toll
abuse by internal callers.
It is important to note that System Speed Calls be subject to toll control. Access to system
speed calls should be controlled through the System Speed Call Assignment form, where toll
control can be enabled. It is also important to note that Speed Call via the keys located on a set
will be subject to toll control only if the set is COR restricted.
Note
Speed Calls are discussed in a later module.
In most applications, users are allowed to access 911 without restriction. The DISA-trunk
automated attendant, which allows the transfer to an external call, should be considered to be
COR-restricted from dialing 911 to avoid any possibility of abuse from this source.
ARS Digit String

ARS digit-string entries are the heart of every toll-control plan and should be analyzed very
closely. It is extremely important that the programmer clearly understands which digit-string
entries the system will find to be the closest match to the digit string dialed. What ARS finds to
be the closest match will not always be the same digit-string entry that the programmer intended
the dialed digits to match.
19-33
Example #1
A programmer expects that users dialing 901 would access route 2 only and that those
dialling 90 would access route 1.
ARS Leading Digits Assignment Form ARS Digits Dialed Assignment Form
Digits Number Termination Termination
Leading Second COR Group
Dialed of Digits Type Number
Digit Dial Tone Number
to Follow
9 Yes 90 Unknown Route 1
Generally, the programming works, but there is a chance that users may be able to beat
the system by making a 901 call via route 1, with no SMDR record. Users dial 90, wait
for the inter-digit timer to expire, and then dial 1. After the inter-digit time-out, the closest
match to the digit string dialed is 90. The system then dials 0 via route 1 and connects
the station directly to the CO trunk with no further toll control. Digits dialed after the inter-
digit time-out will not be captured in the SMDR.
To prevent the system from accessing the undesired route, the Digits Dialled should be
programmed to avoid non-unique match or ambiguous entries, as shown below. 9-0
calls, with no further digits dialed, will be blocked because there is no match in the Digits
Dialed field after the inter-digit time-out.

to Follow
Note
The selection of Alternate second dial tone is not designed for N.A. operation.

COR Group Assignment

The COR group assignment form is used to gather COR numbers into groups to enforce toll
restriction. A COR group number, not a COR number, is assigned to the Route Assignment
form in ARS programming.
The following examples show how to restrict internal, local, and long distance calls, using COR.
Note
These examples do not imply that ARS should be programmed this way.
Example #2 - No Restriction from the Leading Digit 9

Not all stations are COR-restricted from the leading digit 9. The entry 0-9 is intended to
pick up all local and long-distance calls, leaving the customer open to all long-distance
calls and potentially to a very high telephone bill. The following should not be a typical
ARS program because it does not provide any toll-control protection.

to Follow
19-35
Example #3 - Internal Restriction

All stations and trunks with COR defined in COR group 2 will be restricted from the
leading digit 9. Certain stations and trunks are restricted from accessing the local and
long-distance network. A typical application for this ARS program is on a lobby phone
that has numerous users.
In the Station Service Assignment form:
COS COR Default

Directory Intercept
Account
Number Number Day Night1 Night2 Day Night1 Night2 Code
1000 1 1 1 1 3 3 3
1001 1 1 1 1 3 3 3
1002 1 1 1 1 5 5 5
1003 1 1 1 1 1 1 1
1004 1 1 1 1 1 1 1
In the COR Group Assignment form:
COR Group Number COR for Group

1
2 3, 4, and 5
3
4 6 through 64
to Follow
9 No 2 90 Unknown Route 1

Example #3 - Long-Distance Call Restriction

All stations with COR numbers 3, 4 or 5 in COR group 2 will be restricted from long-
distance 0 and 1 calls. In this set-up, all extensions have access to the local network, but
only selective extensions will have access to the toll network.
In the Station Service Assignment form, DNs 1000, 1001, and 1002 have been COR
restricted in day and night service:
COS COR Default

Directory Intercept
Account
Number Number Day Night1 Night2 Day Night1 Night2 Code
1000 1 1 1 1 3 3 3
1001 1 1 1 1 3 3 3
1002 1 1 1 1 5 5 5
1003 1 1 1 1 1 1 1
1004 1 1 1 1 1 1 1
In the COR Group Assignment form:
COR Group Number COR for Group

1
2 3, 4, and 5
3
4 6 through 64
In the Route Assignment form, the route number that is to be COR-restricted should be
assigned a COR Group Number that contains the COR Number.
Trunk COR Digit Digits XNET Trunk Route Compression

Route
Group Group Modification Before Group Type
Number
Number Number Number Outpulsing Number
1 1 1 1
2 1 2 1
3 1 3 1
19-37
In the Leading Digits Assignment form, the system is programmed so that leading digits
0 and 1 take route 2, restricting any member in COR group 2 from accessing route 2.

to Follow
9 No 4 95 and Unknown Route 1
up
Example #4 – Maximum Digits

To further secure the restriction level shown in Example 3, limit the maximum digits able
to be dialed on a trunk by a station. These limits are defined below. All stations with
COR numbers 3, 4, and 5 cannot dial more than 10 digits against the COR, including
leading digit 9.
With this level of security, whether stations with a COR of 2 and 3 are COR-restricted
from accessing route 2 or not, they will be prevented from making long-distance calls
because they cannot dial more than 10 digits.
Note
This example does not apply to areas where users must dial an area code to
make a local call.
In the Maximum Dialed Digits form:
COR Number of Digits Allowed

1 Unlimited
2 10
3 10
4 Unlimited

Trunk CORs
All dial-in-trunks including DISA, TIE, DID and ISDN should be considered for COR restriction.
If these dial-in-trunks are accessible by external users, then these trunks should be treated like
an extension and should only be allowed certain privileges. If we follow this rule then the trunk
service assignment would have the following set up.
Based on the above ARS programming, once COR restriction is applied to trunk service number
1 and 2, any trunk assigned to either service number will be restricted from placing long-
distance calls beginning with 0 or 1. If possible, the programmer should also limit the maximum
number of digits to be dialed on another trunk.
Example #1 – DISA Trunk Service Assignment Form

Trunk service assignment : 1
Release Link trunk:
Class of Service: 1
Class of Restriction: 3
Baud Rate:
Intercept Number: 1
Non-Dial-in Trunk Answer Point: Day: 300
Non-Dial-in Trunk Answer Point: Night1: 300
Non-Dial-in Trunk Answer Point: Night2: 300
Dial Trunks Incoming Digit Modification: Absorb
Dial Trunks Incoming Digit Modification: Insert
Trunk Label: DISA
Example #2 – TIE/ISDN Trunk Service Assignment Form

Release Link trunk:
Class of Service: 1
Baud Rate:
Intercept Number: 1
Non-Dial-in Trunk Answer Point: Day:
Non-Dial-in Trunk Answer Point: Night1:
Dial Trunks Incoming Digit Modification: Absorb 0
Trunk Label: TIE/ISDN
19-39
Example #3 – DID Trunk Service Assignment Form

Release Link trunk:
Class of Service: 1
Baud Rate:
Intercept Number: 1
Non-Dial-in Trunk Answer Point: Day:
Dial Trunks Incoming Digit Modification: Absorb 0
Trunk Label: DID
DISA and Dial-In Trunks

DISA presents the greatest potential for abuse by external callers. Two levels of security
can be provided by restricting the COR and COS of the DISA trunk from making external
calls unless a Verified Account Code is dialed after the DISA access code. The Verified
Account Code changes the COR and COS of the normally-restricted DISA trunk,
allowing external access for legitimate users. The use of 12-digit account codes results
in the greatest number of possible account-code combinations and presents the greatest
deterrent for system abuse.
All dial-in trunks must be COR restricted from directly placing external calls. In most
applications, only a limited number of digit strings will ever be dialed inward on E&M or
DID trunks, but it is important to be aware that these trunks can directly access ARS.
It is very important to note that if the system is programmed to allow users to call into the
switch and then call back out, no matter how complex the dialing process is, maximum
protection from fraudulent calls cannot be achieved without the implementation of COR,
COS, and Independent Account Codes against the incoming trunk, with the provision
that there can be no guarantees when dealing with fraudulent behavior.
If DISA is only used to call internal extensions, then Interconnect Restrict the DISA trunk
from all outgoing trunks. When enabling COS options, caution should be given to
Individual Trunk Access and Independent Account Codes. COR assignments must be
enabled for dial-in trunks. Forced Account codes must be used wherever possible and
the maximum account code digit string length should be used. The maximum number of
digits dialed, which is defined by COR, should also be considered.
Trunk protocol errors can be encountered during the release state initiated by the PBX,
resulting in toll fraud. These errors occur when the internal PBX port hangs up, but the
external party stays off-hook longer than the Release Acknowledge Timer, as
programmed in the Trunk Circuit Descriptor on the PBX, and shorter than the release
timer of the CO equipment. The PBX treats this as a new call, opening the door for
hackers.

Caution
The appropriate COR and COS must be programmed against the incoming
trunks as described here to minimize toll fraud. In addition, the trunk circuit
descriptor can be adjusted for proper trunk protocol handling with the Telco by
increasing the Release Acknowledge Timer to a value that exceeds that of the
release timer of the CO equipment.
Miscellaneous Assignment Form

The DISA directory number is programmed in the Miscellaneous Assignment form. The
two types of DISA assignments are:
• DISA without account codes.
• DISA with forced account codes.
DISA Directory Number

If the installer programs the section DISA Directory Number, then anybody dialing this
number will receive DISA dial tone and can access any ARS without dialing an account
code. This is dangerous if this is the trunk answer point and the trunk is not COR
restricted.
Let’s assume that the DISA trunk is COR-restricted and cannot access any toll trunks,
and the DISA trunk is not forced to dial account codes. If legitimate users access the
DISA trunk, they would dial the feature access code for the account code, which can be
up to four digits in length and can include * and #, and then the independent account
code, which can be up to 12 digits in length. When the proper account code is entered, it
changes the COR and allows a toll call. So an authorized caller is required to dial up to
16 digits, including a feature access code, before making a toll call. This does not
prevent hackers from breaking in, but it makes it more difficult.
Note
The DISA trunk will only allow three attempts at the correct password. After
that, the user will be restricted from dialing any more digits until the next time
the trunk is accessed.
DISA Forced Account Code

If the installer programs the section DISA Forced Account Code Directory Number, the
system will force an account code, but the feature access code for the account code is
not required. This account code would be programmed in the Independent Account
Code Definition form. The longer the account code is, the more difficult it is to break in.
In this form, the system can also control the COS and COR of the DISA trunk. The COS
of both the DISA trunk and the Independent Account Code Definition should have limited
options. For example, it should not have the option of Individual Trunk Access. If this
option is enabled, the DISA trunk will be able to access trunks and override all toll
restrictions. It is very important that caution be exercised when assigning a COS to a
DISA trunk and to an Independent Account Code.
19-41
If a customer wishes to make it more difficult for the DISA trunk to access the ARS
network, then the COS for that account code could force a user to enter yet another
account code, thus adding more digits for the user to dial.
For example, a user accesses the DISA and receives dial tone. The system is set up for
a 12-digit account code. The user dials 057912543349 and receives a second dial tone.
The COS in the Independent Account Code form forces the user to enter a second
account code, so the user must now dial the same 12-digit account code or a different
code. This creates a total of 24 digits that the DISA user must dial to access the toll
network.

; Lab 3 – Restricting Numbers Using ARS
In this lab, you will be using the following forms:
Assignment form.
form.
Note
Reference
Use the supplied planning forms to plan your programming. An example of this lab is shown.
1 Plan the data that you need to make the following calls The planning sheet is
work with no restrictions. completed.
• Service Calls 611 in NA
• Directory Information 411 in NA
• Telco Operator
• 900/090 – Pay Premium
• Long Distance 1 - any ten digits in NA
• In Area long distance 1- your local area code in NA
• International calls 011 in NA
• Mitel overseas 011 44 1291430000 in NA
• Specific Area Codes 212, 904, 907 in NA
• Mitel Technical Support Calls 1-900-592-2122 in NA
• Radio Station Contest Line 839-1412 in NA
• Toll free calls 1-800 (or 888) + 7 digits in NA
2 Use the DGT TRACE <digit string dialed> command to The dialed digits and
verify that the correct digits are passed to the CO and the route are displayed
the correct route is being used. in the response field.
3 Complete your ARS programming and verify that: Calls can be made or
calls are denied.
• Using sets with permission, calls reach the CO trunk.
• Using sets with restrictions, calls denied.
19-43
Call Type Attendant Managers Customer Worker Lobby COR Groups in

and 1002 Service Bees 1005 COR Group
Executive 1003 1004 Assignment
1000/1001 form
ARS Digits Dialled COR1 COR2 COR 3 COR 4 COR 5

Assignment form
COR # in Station Service Assignment form Grp: Members
911 1
9+911 1
9+611 R R R R 2 2-5
9+411 R R R 3 3-5
9+0 R R R R 2 2-5
9+1+900+7 digits R R R R R 4 1-5
9+1+10 digits R 5 5
9+1+480+7 digits R 5 5
9+011+ Any # of digits R R R R 2 2-5
9+011441291430000 R 5 5
9+1+212+7 digits 1
9+1+904+7 digits 1
9+1+907+7 digits 1
9+1+9005922122 R 5 5
9+8391412 R R R R 2 2-5
9+1+800+7 digits 1
9+1+888+7 digits 1

19-45
Questions
For these questions, please refer to the table in the COR Planner section above.
1. Who can call 9-839-1412?
______________________________________________________________________
______________________________________________________________________
2. Which users are in COR Group 3?
______________________________________________________________________
______________________________________________________________________
3. Why are there no users in COR Group 2, used for 911 and 9911 ?
______________________________________________________________________
______________________________________________________________________
4. Which COR Groups has all users restricted?
______________________________________________________________________
______________________________________________________________________
5. Which area codes can a junior staff employee call?
______________________________________________________________________
______________________________________________________________________
6. The Tech support line 1-900-592-2122 has changed its number to 1-900-592-2123.
What is the next matched route for this new number? Who can reach them now? Which
extension(s) are never permitted to make long distance calls?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________

In the following five scenarios, an extension user dials an external directory number. Predict
what the system will do with the call based on the ARS Planner sheet.
7. Extension 1400 dials 9-4 7 7-1 9 2 8. Use the completed programming forms in the ARS
Planner sheet and the ADDITIONAL INFORMATION listed below to answer the next
questions.
ADDITIONAL INFORMATION:
Operational Mode: DAY mode
Busy Trunks: 4,5,7-9
What is outpulsed in this scenario?
a. Nothing, no trunks available for this call
b. Nothing, call is blocked by system
c. 477
d. 14771928
e. 914771928
f. 94771928
g. 4771928
h. 4095249118
Which trunk will be used for the call made in this scenario?
a. No trunk used; no trunks available for this call
b. No trunk used; call is blocked by system
c. Trunk 5
d. Trunk 6
e. Trunk 7
f. Trunk 10
19-47
8. Extension 1000 dials 9 1800 361 7185. Use the completed programming forms in the
ARS Planner sheet and the ADDITIONAL INFORMATION listed below to answer the
next questions.
Operational Mode: Day Mode
Busy Trunks: 10 –12
c. 18003617185
d. 918003617185
e. 15249118
f. 4095249118
g. 14095249118
h. 91409524911
c. Trunk 7
d. Trunk 8
e. Trunk 9
f. Trunk 10
g. Trunk 11
h. Trunk 12

9. Extension 1800 dials 9 1405 661 7138. Use the completed programming forms in the
ARS Planner sheet and the ADDITIONAL INFORMATION listed below to answer the
next questions.
Operational Mode: Day Mode
Busy Trunks: 4 – 7 and 10 – 12
c. 914056617138
d. 14056617138
e. 94095249118
f. 5249118
g. 17055249118
h. 03011
c. Trunk 4
d. Trunk 7
e. Trunk 9
f. Trunk 10
g. Trunk 11
h. Trunk 12
19-49
10. Extension 1900 dials 9 1 776 3865. Use the completed programming forms in the ARS
questions.
Operational Mode: Night Mode 1
Busy Trunks: 4 – 8
c. 17763865
d. 7763865
e. 917763865
f. 3011
g. 5249118
h. 9140
c. Trunk 4
d. Trunk 5
e. Trunk 9
f. Trunk 10
g. Trunk 11
h. Trunk 12

11. Extension 1700 dials 916184471234. Use the completed programming forms in the ARS
questions.
Operational Mode: Night Mode 2
Busy Trunks: 4 – 8
c. 96184471234
d. 16184471234
e. 6184471234
f. 4471234
g. 3011
h. 84471234
Which trunk will be used for the call made in this scenarion
c. Trunk 7
d. Trunk 8
e. Trunk 9
f. Trunk 10
g. Trunk 11
h. Trunk 12
19-51

Digital Trunks
Objectives
20
Understand the different types of digital trunks.

Be able to connect digital trunks to the controller.
Configure digital trunks.
Synchronize digital trunks in a networked environment.
Know the supported protocols for digital trunking.
Program T1 digital trunks.
Program an NSU’s ISDN PRI/QSIG protocol using IMAT.
Use maintenance commands to monitor T1 links.
Reference
Help > Contents > Programming > Programming Trunks > Digital Trunks >
Program Embedded PRI/QSIG Trunks
Program PRI/QSIG Trunks
20-2 Digital Trunks_rev4.doc

Digital Trunks
Digital Trunks
There are two primary methods of providing signaling over digital trunks.
Channel Associated Signaling (CAS)

CAS is used with T1/D4 digital links, with each link supporting 24 trunks, or channels. Each T1
trunk can be:
• An E&M trunk, used to tie co-located or remote PBXs together
• A LS/GS trunk, simulating an analog version of the trunk
• A DID trunk, simulating an analog version of the trunk.
Common Channel Signaling (CCS)

CCS is used with PRI, QSIG and Mitel Services Digital Network (MSDN) digital links, with each
link supporting 23 channels.
ESM Forms
All digital link types, T1/D4, PRI, QSIG and MSDN use the same six ESM forms:
• Link Descriptor Assignment
• Digital Link Assignment
• Trunk Circuit Descriptor, specific to the trunk type

| MSDN-DPNSS-DASSII (DPNSS-Digital Private Network Signaling System)
| Digital CO
| Digital E&M
| Digital DID
• Trunk Service Assignment
• Digital Trunk Assignment
• Network Synchronization
20-3
Installation Summary
The following is an installation summary, giving the major steps for installing T1 trunks on the
system. These procedures must be performed on each of the PBXs connected by the T1 link.
• Install the hardware

| Dual T1/E1 Framer
| T1/E1 Combo
| Dual FIM modules
| Universal NSU
• Program the Controller Modules or NSU with a programmed type and protocol.
• Program the links to tell the system what software to use to drive the links.
• Program the trunks to establish trunk types.
• Obtain information about link performance and take action where required.

Digital Trunks
Planning the Network
Planning the network consists of:
Managing Call Collisions on Digital E&M Trunks

When callers at either end of a network link simultaneously seize the same E&M trunk on the
link, it is best if one of the PBXs backs down and allows the other to use the trunk. This allows
at least one of the parties to make the call and no unintended connections are established.
On E&M trunks, the 3300 ICP uses the AT&T collision protocol. One end backs down while the
other does not. This is controlled with the Backoff/No Backoff value in the Digital E&M Trunk
Circuit Descriptors. The system at one end should be set to Backoff while the other end is set to
No Backoff.
Managing Call Collisions
Synchronizing the Network

Each 3300 ICP has a clock that controls its T1 data transmission and reception speed. To
communicate effectively with a system at the other end of a T1 link, one system’s clock must
operate at the same speed as the other system’s clock. If the clocks operate at different speeds,
the systems get out of synch with each other. Eventually one system resets its clock. This
synchronizes the clocks, but some data is lost in the reset.
Voice and Data

A system clock reset affects voice and data connections differently. In a voice
connection, the user may hear an almost unnoticeable click. Minor slips do not adversely
affect analog modem connections.
With a data connection at 56 or 64 kbps, some of the transmitted data is lost. If there is
error checking between the communicating devices, it will cause a request for
retransmission. If there is no error checking, the data is permanently lost.
20-5
Adjusting Clock Speeds

It is better if one system speeds up or slows down its clock in an ongoing basis to match
the speed of the other system’s clock. Clock resets are then not necessary and no data
is lost. The system that adjusts its clock to match the speed of the other system is called
the slave system. When you assign a synch source in the Network Synchronization
form, the system begins to automatically adjust its clock to the synch source in the other
system.
The following diagram shows the master-slave relationships for each of five links in a
network. Notice that the clock in PBX 1 is slaved, or synchronized, to the CO clock over
Link A. The clocks in PBXs 2, 3, 4, and 5 are slaved to PBX 1’s clock. In this scenario,
the CO clock is the master clock for the entire network.
Synchronizing a Network

Digital Trunks
Programming Network Synchronization

In the Network Synchronization form, list the link(s) to which you want your system’s
clock to synchronize. If your system has links to more than one system, list the links in
the order in which you want your system to use them as synch sources. If a synch
source fails, the system will synchronize to the next synch source listed in its Network
Synchronization form. If the preferred synch source returns to service, the system will
synchronize to it again.
If your system has a T1 connection to the public network, you should synchronize to that
clock source, like PBX 1 above. Other network nodes should synch to that system, like
PBXs 2, 3, 4, and 5 above.
Note
If your PBX is the master clock source for the entire network, the Network
Synchronization form must have no entries in it.
20-7
Primary Rate Interface (PRI) ISDN Trunks

Primary Rate Interface (PRI) ISDN and QSIG trunk protocols are supported on the 3300 ICP
and are connected through:
• Dual T1/E1 Framer modules on the MXe.
• T1/E1 Combo modules on the MXe and CX/CXi.
• Universal Network Services Unit (NSU)

The Dual T1/E1 Framer and T1/E1 Combo modules are fitted directly into the appropriate
module slot of the 3300 Controller. The NSU is connected to the 3300 controller with a fiber
cable.
T1/E1 Combo Module

Dual T1/E1 Framer
Physical Connections
The Dual T1/E1 Framer, T1/E1 Combo module, and NSU all have RJ45 connectors on the:
• Front of the Dual T1/E1 Framer or T1/E1 Combo module.
• Back of the NSU.

The links have status LEDs. Both links on the NSU have switches for setting impedance and
providing a TX and RX crossover.
Reference
Refer to the Technician's Handbook for LED status and switch settings.

Digital Trunks
Protocols
The Dual T1/E1 Framer or T1/E1 Combo Module T1 links support the following protocols:
• ISDN PRI
• QSIG
• T1/D4
The NSU T1 links support the following protocols:
• T1/D4
• MSDN/DPNSS
• PRI
• QSIG
Note
Both links of the NSU must run the same protocol.
The following table summarizes the support capabilities of each type of hardware.
Dual T1/E1
Framer Universal NSU
T1/E1 Combo
T1 E1 T1 E1
Format
T1/D4
; ;
Digital E&M,
Digital CO,
Digital DID
T1/DS1
; ;
MSDN/DPNSS/DASSII
CEPT
; ;
MSDN/DPNSS/DASS II
ISDN PRI ; ;
Euro-ISDN PRI ; ;
Q.Sig ; ; ; ;
20-9
Programming PRI/QSIG
Programming a T1 link as PRI/QSIG is done by first programming the T1 digital links, and their
23 channels each, into the database. Then program the ISDN PRI or QSIG protocol onto the
link. The PRI/QSIG protocol programming on the embedded modules is slightly different than
the programming on the NSU.
With the embedded modules, you program the PRI/QSIG protocol at the same time as the
digital trunks.
This PRI module is in three parts:
• Programming T1 Digital Links, which is common to both the embedded modules and the
NSU.
• Programming PRI/QSIG on embedded modules.
• Programming ISDN PRI/QSIG Protocol on the NSU.

With the NSU, first program the digital links in ESM and then program the PRI/QSIG protocol
directly into the NSU using a PC connected either through the serial connector or an Ethernet
connection, which is the preferred method. The Mitel-supplied ISDN Maintenance and
Administration Tool (IMAT) program is used for this. IMAT is available in the 3300 Software CD
in the Tools folder.

Digital Trunks
T1 Digital Trunk Programming
Use the Controller Module Configuration form to configure the T1/E1 modules and the Dual
FIMs.
Use the Dual T1/E1 Framer Configuration form to assign the T1 protocol to the T1/E1 Modules.
Use the Network Services Unit Configuration form to indicate that the NSU is connected via a
Dual FIM or as a secondary unit. The links use the Universal T1 protocol.
20-11
Controller Module Configuration Form

In this example, a dual FIM is programmed to Module 1 and the Dual Framer to Module 2. The
next step is to configure the NSU and Dual T1/E1 Framer module.
Dual T1/E1 Framer Configuration Form

In this example, the Dual T1/E1 Framer module is assigned as Unit 7.
If you have several NSUs in your system, each with a unit number, you may have to manually
check in the NSU Configuration form to determine the next available unit number.
Set the Interface Type for each port on the Dual T1/E1 Framer module.
• E1 in EMEA
• T1 in NA
Network Services Unit Configuration Form

In this example, the NSU is assigned as Unit 6 and the protocol as Universal T1.

Digital Trunks
Digital Trunk Forms

For the T1/E1 modules and the NSU, the ISDN-PRI menu is used. The following forms are
programmed:
• MSDN-DPNSS-DASSII Trunk Circuit Descriptor
• Class of Service
• Network Synchronization.
The T1 trunks need to have options set in their COS, and the extensions that will use the trunks
need options in their respective COS forms. Finally, ARS is programmed to allow outgoing calls
to be made.
20-13
Link Descriptor Assignment Form

This form defines the digital link and the protocol to be used on the T1/E1 module or
NSU.
Reference
Help > Contents > Forms Reference > Forms H to M > Link Descriptor
Assignment
Assign a unique index number
One end of the link is set to A

and the other end set to B
Program ISDN node for PRI
Leave these at Nil unless the

trunk is noisy, then set Voice
Encoding to Invert
If using cross-over cables,

leave as NT. If using straight
through cables, one end of the
link is set to NT and the other
end set to LT.
LT=Line Termination
NT=Network Termination

Digital Trunks
Digital Link Assignment Form

The descriptor is assigned to the digital links here. In this example, descriptor 3 is
assigned to 3 1 2 1, which is the Dual T1/E1 Framer module in Controller Module
position 1.
MSDN/DPNSS/DASSII Trunk Circuit Descriptor Form

This form defines the protocol to be used on each of the 23 channels. The system uses
the MSDN/DPNSS protocol even though the link is set-up for ISDN/PRI. In this example,
descriptor number 5 has been created.
20-15
Trunk Service Assignment Form

This form defines how incoming calls are handled. Create a physical answer point, such
as the operator console, by entering numbers in the Day, Night1, and Night2 fields. If the
trunk is a DID trunk, leave the D/N1/N2 fields blank and program the Dial In Trunks
Incoming Digit Modification fields as required. If the digits received from the exchange
need to be modified, absorb digits and then insert digits as needed. This may be useful if
the digits received do not match the DID extension range that you are using.
Caution
In the Trunk Service Assignment form, either fill out the three Non-dial In
Trunk fields or fill out the Dial In Trunk fields, but never both. For dial-in
trunks, if no digit absorption is required, you must put a zero in the Absorb
field.
If the DID range does not match the extension range at all, you may have to use the
System Speed Call tables, with 1000 entries, to provide a look up table.

Digital Trunks
Digital Trunk Assignment Form

In this form, the 23 channels of the link are added to the database. Program a range of
trunks by using a suitable trunk number, and then enter the Trunk Service number and
Trunk Circuit Descriptor that were previously created.
Select the first circuit of the NSU or T1/E1 module. In this example, the T1/E1 module
PLID 3 1 2 1 has been selected.
Select the first circuit, and then select Change. In this example, 23 trunks are being
added by using range programming. The first trunk is 100 and is incremented by 1. The
Trunk Service Number is 1 and the Circuit Descriptor Number is 3.
20-17
Network Synchronization Form

All controllers need to have a master clock source in order to keep the digital T1 links in
synchronization. This clock is usually provided on the link from the Service Provider.
The Network Synchronization form can be programmed with multiple choices for the
clock source. If the system has only a T1 ISDN PRI connection, then only the first clock
source is programmed using the PLID of that link. If you have more than one T1 ISDN
link, then program them as second, third, and so on. In the event that the first link fails,
the system can still get the clock.
Class of Service Form

For the trunks to operate correctly and for incoming Calling Line information to display,
the trunks must have options set in their COS.
COS Options for Trunks

Digital Trunks
Similarly, all extensions dialing out on these trunks must have options set in their
respective COS.
COS for Extensions
20-19
NSU Boot Process

When programming the digital link of an NSU is complete, the software is downloaded from the
controller into the NSU. If a serial cable is connected between the NSU and a PC running
HyperTerminal, you can see the boot messages.
The figure shows a capture of information from the serial port showing that the NSU was loaded
with CEPT/DPNSS software and is being loaded with PRI software.
SS_StartupTask Complete!
Card's Datetag found: Dt: SX2KVDSU 11-APR-2002 15:22 [VER-1.1.0.15]
Comparing datetags...
Card's Tag : Dt: SX2KVDSU 11-APR-2002 15:22 [VER-1.1.0.15]
Load's Tag : Dt: NSU_PRI 21-MAR-2002 16:30 [VER-1.1.0.7]
SS: Initiated NSU Software Upgrade...
Caution
This process can take about 20 minutes. The NSU must not be interrupted.
The status LEDs, L0 and L1 on the front of the NSU indicate what is happening:
• Yellow and Green alternating between L0 and L1 - downloading software, which takes about
15 to 20 minutes
• Yellow alternating between L0 and L1 - decompressing and loading software, which takes
about 2 to 4 minutes.
After the download is complete, the NSU should be rebooted. This download and reboot is only
required once during installation. If the NSU programming is changed, such as from PRI to
DNPSS, the process must be repeated.

Digital Trunks
Dual T1/E1 Framer Boot Process
The Dual T1/E1 Framer Module does not require a reboot after the digital trunk programming
has been completed. Continue with programming the T1 ISDN protocol to the two links.
If you are programming an NSU, go to the Programming the NSU’s PRI/QSIG Protocol Using
IMAT section of this module.
20-21
Programming PRI/QSIG on the Dual T1/E1 Framer Module
Once the digital trunk programming forms are complete, continue with the T1 menu options.
Follow each menu item to program the ISDN PRI/QSIG protocol onto the links.

Digital Trunks
T1 Protocol Assignment Form

In this example, the Dual T1/E1 Framer Module is in position 1 as assigned in the Controller
Module Configuration form. Select the T1/E1 module, and select Change. Select the values as
shown. If you are configuring the link as QSIG, set the Protocol accordingly and configure the
other options.
In the Outgoing Call Characteristics folder, the necessary protocols for ISDN PRI are set against
the NSU or T1 Framer link. Use the defaults for:
• Bearer Capabilities
• High Layer Compatibility
• Calling Line Restriction.
20-23
DID Ranges for Calling Party Number (CPN) Substitution Form

This form allows you to define the number that you send out onto the network that will be
displayed as the CPN at the far end. By default, it is not enabled, so no number is sent.
Create an index defining an extension range of who is making the outgoing call, and the number
that will actually be sent. See the following example.
The DID number range you have is 480-961-9xxx, but your extension numbering plan is 1xxx.
When an extension in the range of 1000 to 1150 makes an outgoing call, CPN Substitution
changes 1xxx to 9xxx. If the extension making the call is not in the index range, it is ignored. In
this case, either no number is sent or, if it is programmed, a Default Voice CPN is sent.
You can create as many indexes as required and use them on the same T1 link.
In the UK and most of Europe, the CPN number must match the DDI range. If you use a default
CPN, it must be a valid number for your business.
Note
The index numbers are programmed here but are not enabled by default. You
must enable them in the next form.
CPN Substitution Form

Select the Dual T1/E1 Framer module and then select Add Member. Add the index number
previously created.
Select Change at the top of the form, and enter a default CPN number, if required. This number
is used when any extension that is not covered by the index range makes a call.

Digital Trunks
Programming the NSU’s ISDN PRI/QSIG Protocol Using

IMAT
Once the Digital Trunk Programming is complete and the NSU has loaded, program the ISDN
PRI or QSIG protocol into the NSU. From a PC, use the IMAT program to create a database
and download it into the NSU. Any subsequent changes to programming are completed by
pulling the database from the NSU, modifying it with IMAT, and downloading it back to the NSU.
Connecting the IMAT PC

The PC can be connected to the serial port of the NSU by using the Direct Cable Connection
feature in Windows and a Dial-Up Networking connection.
Note
This option does not work with Windows 2000 Service Pack 4.
The preferred method is to connect the PC directly to the Ethernet port of the NSU using a
Category 5 crossover cable. The default IP address of the NSU is 192.168.1.1. If you are not
connecting the NSU to the customer's LAN, you do not have to change the IP address of the
NSU to match it; just directly connect the PC to the Ethernet port on the NSU.
Installing and Launching IMAT

The IMAT software is on the 3300 Software CD-ROM. Use the latest version of IMAT for the
version of 3300 software that you are using. See the release notes for details.
Install the IMAT program using the default options. The program appears in your PC’s program
list. Launch the program. The four options are:
• Connect to Remote Site - to establish a connection to the NSU
• New Database - to create a new database to load into the NSU later
• Load - to load a previously created database from the hard disk or from the NSU
• Save - to save a database to either the hard disk or to the NSU.
20-25
Creating a New IMAT Database

From the File menu, select New Database. Select the system type for the 3300 ICP. Note that if
you are working on a 3300 ICP and NSU at an older software release, you may need to select
an earlier release number. See the release notes for that software release.
Configuring the Options

Select each available option under the Config menu. Use the Help button to get an
explanation of the features and values. When making any changes to the options, you
must click the Update button before closing the window.
Site Options
Set the System Type to Universal NSU and Connected Platform to 3300 ICP. If the link
is to be configured as QSIG, select that option.

Digital Trunks
PRI Link Characteristics

Each link is programmed separately in this form. Set the Protocol Type to DMS 250 and
the Physical Type to T1/CSU. Use the defaults accessed with the Characteristics button.
Make sure you select the Update button to save the changes.
Incoming Call Characteristics

In this form, define how incoming calls are handled. Each link is programmed separately.
• DDI Delivery - set to yes or no depending on whether the link is for DDI or will have a
fixed answer point, such as a console.
• CPN Delivery - defines whether the incoming Calling Party Number (CLI) will be shown
on the 3300 display sets.
• Calling Party Number Prefix Insertion - Service providers remove the leading 1 of long
distance calls before the CLI is sent to the 3300. This causes a problem with the Call
Logs feature of the 5140 and 5240 phones where the user has to manually reenter this 1
to return a call. It will also affect any applications that need the full CLI. This option
allows you to insert the 1 for long distance calls. It is not normal for the CLI to be
presented on long distance calls, so this field is left blank.
20-27
CPN Substitution
This form allows you to define the number that you send out onto the network that will be
displayed as the CPN at the far end. By default, it is not enabled, so no number is sent.
Create an index defining an extension range of who is making the outgoing call, and the
number that will actually be sent. See the following example.
The DID number range you have is 480-961-9xxx, but your extension numbering plan is
1xxx. When an extension in the range of 1000 to 1150 makes an outgoing call, CPN
Substitution changes 1xxx to 9xxx. If the extension making the call is not in the index
range, it is ignored. In this case, either no number is sent or, if it is programmed, a
Default Voice CPN is sent.
You can create as many indexes as required and use them on the same T1 link.
In the UK and most of Europe, the CPN number must match the DDI range. If you use a
default CPN, it must be a valid number for your business.
Note
The index numbers are programmed here, but they are not enabled by
default. Enable them at the end of the next form.

Digital Trunks
Outgoing Call Characteristics

This form can be set-up in two ways:
• Per Call Bearer - each call is handled differently.

Set the options at the top of the form to:
| Voice and Data - Null
| Fixed Network Specific Facilities - Unassigned
| Fixed Calling Line ID Restriction (CLIR) Voice and Data – Null
The NSU T1 card is now expecting to see 3 digits before the dialed number. These digits
are inserted in the Digit Modification form.
You set these values in the IMAT form, and then program them into the 3300 ICP. For
example, set 000 in the 3300 ICP and make IMAT options:
| Per Call Bearer Capability - 0 (Speech)
| Per Call Network Specific Facilities - 0 (Telephony)
| Per Call CLIR - 0 (Allow)
You can set the digits to various values that tell the card how to handle the call.
20-29
• Fixed Bearer - all calls are treated the same way. Normally used in the UK.
Set the options at the top of the form to:
| Fixed Bearer Capability – Voice to Speech and Data to UDI
| Fixed High Layer Compatibility – Telephony
| Fixed CLIR – Voice to Allow and Data to Allow
Enabling the CPN Substitution Index

Select the Trunk CPN Tables Voice button. Enable the CPN Index numbers that were
programmed earlier by selecting the relevant box next to the Index number. You can
also program a Default CPN to be used by any extension making an outgoing call whose
number is not caught by one of the programmed index numbers.

Digital Trunks
Saving and Activating the Database

Save the database, either to the C: drive on the PC to retrieve and edit later, or directly
to the NSU. Select the destination from the drop-down Destinations box.
Note
The filename for saving to a PC cannot be more than 8 characters.
When saving the database directly to the NSU, you must have already established a
connection to it. The database is first compressed and then transferred to the NSU
where it is extracted. Reset the NSU by using the Remote Site Reset option under the
Maintenance Menu. The NSU resets and the links are established.
LAN Connection to an NSU

The NSU/Card must be connected with an RJ-45 Ethernet Cable that is connected to a
Hub/switch within the LAN. The NSU/Card should reside on the same Subnet as the PC
that requires Ethernet connectivity or the PC must have access to the Subnet where the
NSU/Card resides.
20-31
; Lab 1 – Programming PRI Trunks
• System Configuration > Units/Modules > Controller Module Configuration form.
• System Configuration > Units/Modules > Framer Configuration > Dual T1-E1 Framer
Configuration form.
• System Configuration > Trunks > Digital Trunks > ISDN/PRI > Link Descriptor
Assignment form.
• System Configuration > Trunks > Digital Trunks > ISDN/PRI > Digital Link Assignment
form.
• System Configuration > Trunks > Digital Trunks > ISDN/PRI > MSDN/DPNSS/DASSII
Trunk Circuit Descriptor form.
• System Configuration > Trunks > Digital Trunks > ISDN/PRI > Trunk Service Assignment
form.
• System Configuration > Trunks > Digital Trunks > ISDN/PRI > Digital Trunk Assignment
form.
• System Configuration > Trunks > Digital Trunks > ISDN/PRI > Network Synchronization
form.
• System Configuration > Trunks > Digital Trunks > ISDN/PRI > T1 > Protocol Assignment
form.
• System Configuration > Trunks > Class of Service Options Assignment form.
Reference
Program Embedded PRI/QSIG Trunks

Digital Trunks
This is the hardware setup in some lab environments. Consult the instructor.
20-33

Digital Trunks

1 Navigate to the System Configuration > The Controller Module
Units/Modules > Controller Module Configuration Configuration form is
form. displayed.
2 Make sure that the module is programmed as a Dual The module is
T1-E1 Framer module. If it isn’t, program it for one. programmed as a Dual T1-
E1 Framer.
3 Navigate to the System Configuration > The Dual T1-E1 Framer
Units/Modules > Framer Configuration > Dual T1-E1 Configuration form is
Framer Configuration form. displayed.
4 In the Dual T1-E1 Framer Configuration form: The data is entered,
saved, and displayed in
• Assign an available unit number to the framer.
the Dual T1-E1 Framer
• Label the circuit. Configuration form.
• Select Save.
5 In the Dual T1-E1 Framer Configuration The Dual T1-E1 Framer Configuration
form, select Change Member. change member window opens.
6 In the Dual T1-E1 Framer Configuration The data is entered, saved, and
change member window, select T1 from displayed in the Dual T1-E1 Framer
the Interface Type drop-down menu for Configuration form.
both ports. Select Save.
20-35

Digital Trunks

7 Navigate to the System Configuration > Trunks > The Link Descriptor Assignment
Digital Trunks > ISDN/PRI > Link Descriptor form is displayed.
Assignment form.
8 To create a Link Descriptor for port 1 of the The Link Descriptor Assignment
framer, select Add. Port 1 will be connected to add window opens.
the next node.
9 In the Link Descriptor Assignment add window: The data is entered, saved, and
displayed in the Link Descriptor
• Enter a number in the Number field.
Assignment form.
• Select A from the Address for Message
Control drop-down menu.
• Select ISDN Node from the Integrated Digital
Access drop-down menu.
• Select the NT radio button for the Termination
Mode.
Select Save.
20-37

10 To create a Link Descriptor for port 2 of the The Link Descriptor Assignment
framer, which will be connected to the previous add window opens.
node, select Add.
11 In the Link Descriptor Assignment add window: The data is entered, saved, and
displayed in the Link Descriptor
• Enter a number in the Number field.
Assignment form.
• Select B from the Address for Message
Control drop-down menu.
• Select ISDN Node from the Integrated Digital
Access drop-down menu.
• Select the LT radio button for the Termination
Mode.
• Select Save.

Digital Trunks
20-39

12 Navigate to the System Configuration > Trunks > The Digital Link Assignment
Digital Trunks > ISDN/PRI > Digital Link form is displayed.
Assignment form.
13 Select Framer Port 1 and select Change: The data is entered, saved, and
displayed in the Digital Link
• Label the Link Connection Lab Y to Lab Z
Assignment form.
• Assign the first Link Descriptor you just
created to Port 1.
Select Save.
14 Repeat step 13 for Port 2. Label the Link The data is entered, saved, and
Connection Lab Y to Lab X. displayed in the Digital Link
Assignment form.

Digital Trunks

15 Navigate to the System Configuration > Trunks > The MSDN-DPNSS-DASSII
Digital Trunks > ISDN-PRI > MSDN-DPNSS- Trunk Circuit Descriptor form
DASSII Trunk Circuit Descriptor form. is displayed.
16 To create Trunk Circuit Descriptor 1: The data is entered, saved,
and displayed in the MSDN-
• Select Add.
DPNSS-DASSII Trunk
• Enter a number in the Number field. Circuit Descriptor form.
• Select Universal T1 from the Card Type drop-
down menu.
• Verify the Dual Seizure Priority is Incoming.
• Select Local Office from the Far End
Connection drop-down menu.
Select Save.
17 To create Trunk Circuit Descriptor 2: The data is entered, saved,
and displayed in the MSDN-
• Select Add.
DPNSS-DASSII Trunk
• Enter a number in the Number field. Circuit Descriptor form.
• Select Universal T1 from the Card Type drop-
down menu.
• Verify the Dual Seizure Priority is Outgoing.
• Select Local Office from the Far End
Connection drop-down menu.
Select Save.
20-41

18 Navigate to the System Configuration > Trunks > The Trunk Service
Digital Trunks > ISDN-PRI > Trunk Service Assignment form is
19 Select an available Trunk Service Number and The Trunk Service Number
select Change. is selected and the Trunk
Service Assignment change
window opens.
20 For Port 1 of the framer, change the following: The data is entered, saved,
and displayed in the Trunk
• 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 node goes to the next lab.
Select Save.
21 Repeat steps 19 and 20 for Port 2. Label it to The data is entered, saved,
identify this node goes to the previous lab. and displayed in the Trunk

Digital Trunks

22 Navigate to the System Configuration > Trunks > The Digital Trunk
Digital Trunks > ISDN-PRI > Digital Trunk Assignment form is
23 Select an available Digital Trunk and select The Digital Trunk is selected
Change. and the Digital Trunk change
window opens.
24 Select Circuit 1 and then select Change. The data is entered, saved,
and displayed in the Digital
• Enter 23 into the Number of Records to
Trunk Assignment form.
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 Port 1’s
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.
• Select Change All To from the Tenant Number
drop-down menu. Enter a one in the Value to
Change field.
Select Save.
25 Repeat step 24 for Port 2. Use 1101 for the first
trunk number.
20-43

Digital Trunks

26 Navigate to the System Configuration > Trunks > The Network
Digital Trunks > ISDN-PRI > Network Synchronization form is
Synchronization form. If the instructor designates displayed.
your lab as the clock source, skip this programming.
27 Enter the PLID of any trunk on the framer that leads The PLID for the clock
back towards the clock source via the fewest hops. source is entered.
This information is provided by the instructor or on the
connection diagram.
28 If applicable in your classroom, program the IMAT The IMAT database is
database for the Universal NSU or for Embedded programmed.
PRI/QSIG, program Protocols and Outgoing Call
Characteristics according to your area. Consult the
instructor.
29 Navigate to the System Configuration > Trunks > The Protocol Assignment
ISDN-PRI > T1 > Protocol Assignment form. form is displayed.
30 To assign a protocol to run over the T1 link on Port 1: The data is entered,
saved, and displayed in
• Select Port 1.
the Protocol Assignment
• Select Change. form.
• Verify the Interface Type is T1
• Select QSIG from the Protocol drop-down menu.
• Select the Network Side/QSIG Master check box.
• Enter a label into the Comment field.
Select Save.
31 Repeat step 30 for Port 2. Do not select the Network The data is entered,
Side/QSIG Master check box. saved, and displayed in
the Protocol Assignment
form.
20-45

32 Navigate to the System Configuration > Trunks > The Class of Service
Class of Service Options Assignment form. Options Assignment form is
displayed.
33 Enable Public Network Access Via DPNSS in the The COS for trunks is
COS that was used in the Trunk Service defined.
Assignment form.
34 Enable Public Network Access Via DPNSS in the The COS for the sets is
COS that is used for your lab’s IP sets. Ensure that programmed for Public
Individual Trunk Access is enabled. Network Access Via
DPNSS.
35 Test your trunks using the Individual Trunk Access Calls can be completed to
feature code. Enter the feature code and then the and from each lab in the
four digit trunk number. Because this is a PRI trunk classroom. Errors can be
you won’t hear dial tone, so just dial a four-digit DN caused by either end of the
that is valid for that lab. Refer to the classroom span.
maps or the instructor for the DNs to dial.

Digital Trunks
; Lab 2 – Monitoring T1 Links
This lab is optional.

1 In the maintenance command field, type EDT Link availability and statistics
SHOW LINK INFO are displayed in the
response field
Type DTSTAT READ <PLID>
2 Type DTSTAT CLEAR <PLID> Resets link performance
statistics to zero.
3 Type NETSYNC SETSOURCE <NUMBER> - forces the
<NUMBER/FREERUN/AUTO> system to synch to the
source specified by number.
This is the number from the
Network Synchronization
form.
<FREERUN> - forces the
system to ignore all other
synch sources and run at its
own speed
<AUTO> - directs the
system to synch to the best
available source from the
sources listed in the Network
Synchronization form.
4 Type NETSYNC SUMMARY 1 Displays the current state of
the assigned synch sources
from the perspective of the
main controller.
5 Type TEST HYBRID <PLID> Tests the T1 hybrid at its
output.
The entire link must be busied before using this
command.
20-47

Call Rerouting
Objectives
21
Know the difference between call rerouting and call forwarding.

Program call handling for Call Rerouting Always.
Program call handling for Call Rerouting First Alternative.
Program call handling for Call Rerouting Second Alternative.
Understand how several sets can share alternative answer points.
Provide alternate answer points for devices that are unanswered.
Identify the call rerouting timers that control rerouting.
21-2 Call Rerouting_rev4.doc

Call Rerouting
Unanswered Call Handling
The 3300 ICP provides users with effective ways to ensure their calls are answered. If a called
set is busy or fails to answer, the system can reroute the call to an alternate set. If the alternate
set is busy or fails to answer, the system can reroute the call to a second alternate set.
Call Rerouting and Call Forwarding

There are two ways to control where calls reroute when they are unanswered:
• Call Forwarding - programmed and activated from the set, users can specify which phone
they wish incoming calls to go to. Calls can be forwarded to different phones based on:
| External or internal call
| A busy phone or an unanswered phone
| Nothing; Calls are forwarded no matter what.
• Call Rerouting - programmed in the system database, users cannot control the call rerouting
of their phone. This ensures that even when the user has not forwarded their phone, calls to
the set will follow the call rerouting path and be answered at the alternative answer points.
Call forwarding overrides call rerouting.
Since the number a call can be forwarded to may be different than the number that same call
can be rerouted to, an order of precedence is required. The system treats the calls with this
precedence:
1. Call Forward – Always
2. Call Reroute – Always
3. Call Forward – Busy/DND and/or No Answer
4. Call Reroute – Busy/DND and/or No Answer
21-3
This diagram summarizes the options and decisions made when programming call rerouting.

Call Rerouting
Call Rerouting - Always

The system can reroute all calls to an alternate answer point. For example, you may wish to
reroute DID calls arriving at a set 1003 to an alternate answer point 1100 after normal business
hours. Call rerouting - always means that regardless of the condition of 1003, the calls ring at
1100.
There are four sources of a call to a set:
• DID Trunks
• TIE Trunks
• CO Trunks
• Internal Sets
You may select all, or any subset of these, to reroute always. The calling source(s) you want to
reroute are selected in the Call Rerouting Always Alternative Assignment form. Program
Reroute to devices you wish to reroute, and No Reroute to devices you do not wish to reroute.
Rerouting can be set to happen when the system is in Day, Night1, and/or Night2 service. Here
is an example.
Always Rerouting Example
When Should They Always Reroute?

What Devices Should Always Reroute?
Day Night1 Night2
DID Trunks X X
TIE Trunks
CO Trunks
Internal Sets
DID calls to phones

with Always
Alternative Number
2 will reroute
directly to 1100.
Always Alternative
Number 2 applies to
1003 during Night1
and Night2.
21-5
; Lab 1 – Programming Call Rerouting – Always

Use the planning form to plan your programming. Use three of your lab phones:
This Phone Will Be: Lab Extension

A calling set
A target set
An alternate destination set
When Should They Always Reroute?

What Devices Should Always Reroute?
Day Night1 Night2
DID Trunks
TIE Trunks
CO Trunks
Internal Sets
Always Originating Device

Directory
Alternative
DID TIE CO Internal Number
Number
1
2
3
4
Call Rerouting 1st 2nd

DND
Number Alternative Alternative
Day Night1 Night2 Type
Number Number

Call Rerouting
The screen shots use the following:

A calling set Any other set
A target set 1002
An alternate destination set 1005
• System Administration > Call Handling > Call Routing > Call Rerouting Always Alternative
Assignment form.
• System Administration > Call Handling > Call Routing > Call Rerouting Assignment form.
1 Navigate to the System Administration > Call The Call Rerouting Always
Handling > Call Routing > Call Rerouting Always Alternative Assignment form
Alternative Assignment form. is displayed.
2 Select an available Always Alternative Number and The Rerouting Always
then select Change. It is recommended to leave Alternative change window
number one as default, with no rerouting. opens.
3 Select the Originating Device INT Reroute radio The data is entered, saved,
button. Enter the DN of the alternate destination and displayed in the Call
set and select Save. Rerouting Always Alternative
Assignment form.
21-7

4 Navigate to the System Administration > Call The Call Rerouting
Handling > Call Routing > Call Rerouting Assignment form is
5 Select the target set and then select Change. The Call Rerouting
opens.
6 Program the Always Alternative Number just The rerouting rule is
programmed to the Night1 mode only. programmed.
7 From the Attendant Console, ensure that the 3300 The call should ring on the
ICP is in Day mode. Call the target set from the target set.
calling set.
8 From the Attendant Console, ensure that the 3300 The call should ring on the
ICP is in Night1 mode. Call the target set from the alternate destination set.
calling set.
9 Remove the programming. The programming is
removed.

Call Rerouting
Call Rerouting First Alternative
First and Second Alternative Rerouting depend on the condition of the set receiving the call.
You can independently reroute the four calling device types depending on whether the called
set is:
• Idle
• Busy
• Not answering.
First and Second Alternative rerouting do not depend on the Day/Night1/Night2 operating
modes like Call Rerouting – Always does.
Called Set Is Idle

In the example below, when 1003 is idle, you might want both trunk calls and internal calls to
ring the idle set and then reroute to 1200. If 1003 fails to answer, the system reroutes the call to
1200.
Called Set Is Busy

When 1003 is busy or in Do Not Disturb, you might want its trunk calls to reroute to 1200, but
not the internal calls. This would allow internal callers to camp on or send callback messages to
1003, while trunk calls are answered at 1200.
21-9
First Alternative Rerouting Example
Devices Rerouted When Busy Rerouted When Idle / No Answer

DID Trunks X X
TIE Trunks X X
CO Trunks X X
Internal Sets X
• Normal = Do not reroute this device type
• This = Reroute this device type to the designated DN.
• Last = Reroute this device type to the Second Alternative’s designated DN.
DID, TIE, and CO trunk calls will reroute to 1200 if 1003

First Alternative Number is busy or in DND. Internal calls receive normal busy
2 applies to 1003. tone. All calls to 1003 reroute to 1200 when 1003 is idle
and not answering.

Call Rerouting
Call Rerouting Second Alternative
If the first alternative, set 2010, does not answer, you can reroute the call to a second
alternative, such as voice mail at 3050. You can independently enable rerouting to the second
alternative for each of the four calling device types.
The example reroutes all trunk calls, but no internal calls, to the second alternative 3050.
Leaving internal calls as Normal for the second alternative means they will not reroute to the
second alternative. If the target set is idle and unanswered, the calls will remain ringing at the
first alternative.
Second Alternative Rerouting Example
Devices Rerouted to 2nd Alternative

DID Trunks X
TIE Trunks X
CO Trunks X
Internal Sets
• Normal = Do not reroute this device type
• This = Reroute this device type to the designated DN.
• Last = Reroute this device type to the Second Alternative’s designated DN.
DID, TIE, and CO trunk calls to

1003 will reroute to 1900 if 1003
is busy, in DND, or doesn’t
answer and if 1200 doesn’t
answer. Internal calls receive
normal busy tone.
21-11
Sharing Alternative Answer Points
Once the Always, first, and second alternatives are defined, they can be applied to other
phones. In this example of sets sharing rerouting patterns, they are applied to sets other than
1003.

DND
Number Number
1000 1 2 2 All 2 3
1001 1 2 2 All 2 3
1002 1 2 2 All 2 3
1004 1 2 2 All 2 3
These numbers index the This number This number

Call Rerouting Always indexes the indexes the
Alternative form. Call Rerouting Call Rerouting
First Second
Alternative Alternative
form. form.

Call Rerouting
; Lab 2 – Call Rerouting to First and Second Alternatives
Use the planning form to plan your programming. Use four of your lab phones.

A calling set
A target phone
A first alternate destination set
A second alternate destination set
First and Second Alternative Rerouting Planner
1st Alternative Busy / DND No Answer Directory

Number DID TIE CO INT DID TIE CO INT Number
1
2
3
4
Busy / DND / No Answer Directory

2nd Alternative
Number
Number DID TIE CO INT Routed To
1
2
3
4

DND
Number Number
21-13
• System Administration > Call Handling > Call Routing > Call Rerouting First Alternative
Assignment form.
• System Administration > Call Handling > Call Routing > Call Rerouting Second
Alternative Assignment form.
System Administration > Call Handling > Call Routing > Call Rerouting Assignment form.
The screen shots use the following:

A calling set Any other set
A target set 1002
A first alternate destination set 1005
A second alternate destination set 1004

1 Navigate to the System Administration > Call The Call Rerouting First
Handling > Call Routing > Call Rerouting First Alternative Assignment
Alternative Assignment form. form is displayed.
2 Select First Alternative Number 2, select Change, and The data is entered,
program as follows. It is recommended to leave saved, and displayed in
number one as default. the Call Rerouting First
Alternative Assignment
• Program Busy/DND Int to This.
form.
• Program No Answer Int to This.
• Leave the remaining fields at Normal.
• Enter the DN of your first alternate destination set.
Select Save.

Call Rerouting

3 Navigate to the System Administration > Call The Call Rerouting Second
Handling > Call Routing > Call Rerouting Second Alternative Assignment form
Alternative Assignment form. is displayed.
4 Select the Second Alternative Number 3, select The data is entered, saved,
Change, and program as follows. It is and displayed in the Call
recommended to leave number one as default. Rerouting Second
Alternative Assignment form.
• Program Busy/DND/No Answer Internal to
This.
• Leave the remaining fields at Normal.
• Enter the DN of your second alternate
destination set.
Select Save.
21-15

5 Navigate to the System Administration > Call The Call Rerouting
Handling > Call Routing > Call Rerouting Assignment form is
6 Select your target set, select Change, and program The data is entered, saved,
as follows: and displayed in the Call
Rerouting Assignment form.
• Enter the First Alternative number programmed
previously in the Call Rerouting – 1st Alt field.
• Enter the Second Alternative number
programmed previously in the Call Rerouting –
2nd Alt field.
Select Save.

7 Call the target set from the calling set, but The call should ring on the target set,
do not answer it. then route to the first alternate
destination set, then to the second
alternate destination set.
8 Place the target set into DND. The target set is in DND.
9 Call the target set from the calling set. The call should ring on the first
alternate destination set, and if not
answered, route to the second
10 Place the first alternate destination set into The first alternate destination set is
DND. in DND.
11 Call the target set from the calling set. The call should ring on the second
12 Remove the DND and reroute DND and reroute programming is
programming. removed.

Call Rerouting
Call Rerouting Timers
When the target set and the first alternative set are busy, the call reroutes immediately to the
second alternative set. Timers are not required to limit the ringing duration since none of the
sets ring.
When the target set and the alternative sets are ringing but not answered, timers control how
long the call rings at each set before rerouting to the next alternative set.
The call rings at the target set for the duration of the Call Forward No Answer Timer. In the
following example, this timer is in 1003’s COS. Its default value is 15 seconds. When the 15
seconds is up, the call stops ringing at 1003 and begins ringing the first alternative set 1200.
The call rings at 1200 until the Call Rerouting Timer (CRR) or the Answer Plus System Reroute
Timer (A+SR) expires.
The Call Rerouting Timer is in the System Options Assignment form and the Answer Plus
System Reroute Timer is in the target set’s COS.
If the A+SR timer has any value greater than 0, the system uses it in place of the Call Rerouting
Timer. The default values are A+SR = 0 and CRR = 22 seconds.
Note
The A+SR timer is only available if ACD Agent licenses have been purchased.
Note
These timers start counting when the target set begins ringing rather than
when the first alternative set begins ringing. They must extend from the
beginning of the target set’s ringing to the end of alternative set’s ringing.
When the CRR or A+SR timer expires, the first alternative stops ringing and
the second alternative starts ringing.
If an Attendant Console or other station originally transferred a trunk call to the target set, and if
the final alternative fails to answer, the call returns to the Attendant Console or station that
made the transfer.
Before returning to the console or station, the call rings at the last alternative for the duration of
the No Answer Recall Timer (NART). The NART is in the incoming trunk’s COS. Its default is
17 seconds, and only applies to incoming trunk calls.
21-17
The following diagram illustrates the timer interdependencies.
When the NART expires,

the call is returned to the
transferring device.
Programmed in
COS of
originating trunk.
Programmed in
Programmed in Programmed in COS of COS of
System Options target set. ACD licenses originating trunk.
Assignment required.
form.

Call Rerouting
Call Rerouting Path
The rerouting first and second alternatives are only those programmed against the initial
destination set. They do not include rerouting first and second alternatives programmed against
other sets in the rerouting chain, such as against 1200 and 1250 in the example. But the call will
go to the Always Rerouting alternatives belonging to the first and second alternatives.
21-19
Rerouting Planner
Always Originating Device

Directory
Alternative
DID TIE CO Internal Number
Number
1
2
3
4
1st Alternative Busy / DND No Answer Directory

Number DID TIE CO INT DID TIE CO INT Number
1
2
3
4
Busy / DND / No Answer Directory

2nd Alternative
Number
Number DID TIE CO INT Routed To
1
2
3
4

DND
Number Number

Call Rerouting
Questions
1. What is the difference between Call Forwarding and Call Rerouting?
______________________________________________________________________
______________________________________________________________________
2. If Call Rerouting is programmed to reroute all calls from Extension 4000 to Extension
5000, and if the owner of 4000 activates Call Forward Always to Extension 6000, what
happens to calls to 4000?
______________________________________________________________________
______________________________________________________________________
3. What is the effect of entering THIS in an Originating Device field of the Call Rerouting
First Alternative form?
______________________________________________________________________
______________________________________________________________________
4. Can you reroute calls to its First Alternative when a phone is busy and to its Second
Alternative when it is idle and unanswered?
______________________________________________________________________
______________________________________________________________________
5. Can you reroute exclusively CO Trunk calls to the First Alternative and not reroute all
other types of calls to an extension?
______________________________________________________________________
______________________________________________________________________
6. An extension has Busy/Do Not Disturb rerouting for Internal calls set to NORMAL. An
internal caller calls the extension when it is already engaged in a call. What happens to
the call, and what does the caller hear?
______________________________________________________________________
______________________________________________________________________
21-21
7. What would happen if the CRR timer was shorter than the CFNA time in the example on
page 14?
______________________________________________________________________
______________________________________________________________________
8. Can an extension user override Call Rerouting Always by activating Call Forward Busy
at the extension?
______________________________________________________________________
______________________________________________________________________
9. Can a user of a multiline set with softkeys (for example a 5220 or 5224) and call
forwarding programmed (but not activated) at their set, force their call to forward to a
programmed destination? If so, how do they do it?
______________________________________________________________________
______________________________________________________________________
10. Which timer determines how long a call rings at an extension before rerouting to the
extension’s first alternative? In whose Class of Service is the timer found?
______________________________________________________________________
______________________________________________________________________
11. Which timer determines when a call reroutes to the second alternative? When does the
timer start timing?
______________________________________________________________________
______________________________________________________________________

Hot Desking
Objectives
22
Understand how hot desking works.

Program hot desking.
Use hot desking.
Know some maintenance commands used to troubleshoot hot desking.
Comprehend how external hot desking works.
Communicate with the controller from an external hot desk device.
Realize the full capabilities of a mobile extension when using Personal Ring
Groups in conjunction with external hot desking.
Program external hot desking.
22-2 Hot Desking_rev4.doc

Hot Desking
Hot Desking
Hot Desking allows a number of users to share one or more hot desk enabled IP phones. The
system associates the user’s settings, such as DN, COS/COR, language, and feature key
programming with the IP phone.
Once logged in, the user can:
• Receive incoming calls
• Place outgoing calls
• Retrieve voice messages
• Program and use feature keys.
22-3
Logging In
Each hot desk user is assigned a DN and 13 programmable feature keys.
By using a softkey or feature access code, the hot desk user can log in to a hot desk enabled IP
phone.
Once the hot desk user logs in, their hot desk user DN and key programming are associated
with that IP phone. While the hot desk user is logged in, the DN of the hot desk enabled IP
phone is treated by the system as out of service.

Hot Desking
Logging Out
A hot desk user logs out by again using a softkey or feature access code.
An administrator with remote logout permission can log out a user remotely by using an access
code and the user’s DN.
The hot desk user is automatically logged out:
• If that user logs into a different IP phone.
• If another hot desk user logs into the IP phone.
22-5
When a hot desk user is logged out, their hot desk user DN follows out-of-service handling, and
the hot desk enabled IP phone reverts back to the programming associated with its profile.
Planning Hot Desking

Hot desking is supported on Mitel multiline IP and SpectraLink Wireless IP Phones. Each hot
desk user consumes a user license, but not a device license.
To ensure that all keys are available to the user, the hot desk IP phone should also have 13
programmable feature keys. But any other supported IP phone can be selected. If the user logs
into a device that supports fewer keys, the extra keys are hidden, but any hidden line keys
remain operational.

Hot Desking
Programming Hot Desking

To program hot desking:
• Program a cluster ID for nodal hot desking only.
• Enable hot desking on supported multiline IP sets.
• Program the hot desk users including phone keys
• Program feature access codes for login, logout, and remote logout. Remote logout is
optional.
• Enable sets for remote logout. This is optional.
• Set a default device type for the Desktop Tool. This is optional.
System Options Assignment and COS Option Assignment Forms

In the System Options Assignment form, select the default IP device for Hot Desking.
Note
You can use the Desktop Tool to change the IP device presented to each hot
desk user when they access their Desktop Tool.
In the Class of Service Options Assignment form:
• Set the Hot Desk Login Accept field to Yes.
• Set the Hot Desk Remote Logout Enabled field to Yes. This is optional.
• Set the HCI/CTI/TAPI Call Control Allowed and HCI/CTI/TAPI Monitor Allowed fields to
Yes.
22-7
Note
Hot desk enabled devices are typically shared telephones, so it is
recommended that these sets provide only basic service, such as emergency
and operator calls.
Note
To avoid phantom ringing on hidden line appearances, enable Ringing Line
Select in the COS for the hot desk user, allowing the user to answer any
ringing non-prime line appearance by simply going off-hook.

Hot Desking
Cluster Element Assignment Form

If the host ICP is not part of a cluster, meaning it is a standalone system, you must
assign it a PBX Number with the local IP address of the controller in the ICP/PBX
Assignment form. Then, assign this PBX Number as the CEID in the Cluster Element
Assignment form. This, in effect, is creating a phantom cluster.

In the Multiline IP Set Configuration form:
• Set the Hot Desk User field to Yes.
• Enter a Hot Desk directory number in the Number field.
• In the User PIN field, enter a 0-8 character password using digits 0-9.
• Re-enter the password in the Confirm User PIN field.
• Enter a number in the Interconnect Number field.
22-9
Note
Certain features are not applicable to the hot desk user because they are
defined for the hot desk enabled device.
Feature Access Code Assignment Form

In the Feature Access Code Assignment form:
• Assign access codes for Hot Desk Login and Hot Desk Logout.
• Assign an access code for Hot Desk Remote Logout. This is optional.

Hot Desking
Troubleshooting Hot Desking
The LOCATE REMOTE command is used to determine the prime host of a specified hot desk
user DN.
The LOCATE HOT_DESK_USER command is used to list hot desk user’s DNs. All, Active, or
Inactive, can be specified. It can also be used to list hot desk enabled devices with logged in
users.
When the LOCATE command includes a hot desk user’s DN in its output, it provides the last
known user DN only. Because maintenance commands apply to the controller where they are
executed, you must run the command from each controller that the set has registered with.
Use the BUSY RESET command to log out a logged in user before replacing a set. Set
replacement is not allowed while a user is logged in.
Alarm thresholds are not affected by out of service hot desk users or phone DNs.
Mobility logs are generated when a hot desk user:
• Logs in to a device
• Logs out of a device
• Logs another user out of a device during login
• Is remotely logged out of a device

A log is also generated if a login attempt fails for the following reasons:
• The hot desk user is improperly configured. For example, the user's COS has Suite Services
or Hotel Extension enabled.
• A hot desk device is not supported on a remote cluster element. For example, the phone's
host controller only supports nodal hot desking.
• The hot desk user's host controller cannot be reached.
• The device does not support hot desking.

These logs are included in the INFO maintenance logs.
22-11
; Lab 1 - Hot Desking
• System Configuration > Trunks > IP Networking/XNET > ICP/PBX Assignment form.
• System Configuration > Voice Network Configuration > Cluster Element Assignment form.
• System Configuration > Devices > Class of Service Options Assignment form.
• System Configuration > Devices > Station Service Assignment form.
• System Administration > System Options > Feature Access Code Assignment form.
Configuration form.
1 Navigate to the System Configuration > Trunks > The ICP/PBX Assignment
IP Networking/XNET > ICP/PBX Assignment form is displayed.
form.
2 In the ICP/PBX Assignment form: The local PBX number is
programmed and the
• Add a local PBX using the number assigned by
controller is added as a
the instructor.
member.
• Select Change Member and enter the local
controller’s IP address.

Hot Desking

3 Navigate to the System Configuration > Voice The Cluster Element
Network Configuration > Cluster Element Assignment form is
4 Select the Create Cluster button. Enter Lab N in A Cluster is created.
the name field, where N is your lab number.
5 Select Change Member. The member is
programmed. If a message
• Enter your PBX number in the PBX
is received about ARS digits
Number/Cluster Element ID field.
not matching an ARS Digits
• Enter 777N in the Cluster Element ID Digits Dialed record, select OK to
field, where N is your lab number. continue.
• Select the Yes radio button in the Local field.
6 Navigate to the System Configuration > Devices > The Class of Service
Class of Service Options Assignment form. Options Assignment form is
displayed.
7 Program a new Class of Service with the following
options:
• Set Ringing Line Select to Yes
• Set HCI/CTI/TAPI Call Control Allowed to Yes
• Set HCI/CTI/TAPI Monitor Allowed to Yes
• Set Hot Desk Remote Logout Enabled to Yes
• Set Hot Desk Login Accept to Yes
8 Navigate to the System Configuration > Devices >
Station Service Assignment form and assign the
Class of Service defined above to two of your sets.
22-13
9 Navigate to the System Administration > System

Options > Feature Access Code Assignment
form. Assign a Primary Code of *31 to Hot Desk
Login and *32 to Hot Desk Logout.
10 Navigate to the System Configuration > Devices >
IP Telephones > Multiline IP Sets > Multiline IP
Set Configuration form.
11 Add two new hot desk user DNs by programming
the following Multiline IP Set Configuration options:
• Set Hot Desk User to Yes
• Assign a new directory number in the Number
field
• Assign a User PIN, using from 0 to 8
characters
• Confirm the User PIN
• Assign an Interconnect Number
12 Using the Feature Codes and PIN assigned earlier, The phones take on the new
log in both of your hot desk users into two of your identity of the hot desk user.
phones.
13 From another set, call the DN of the hot desk user Call should ring to the phone
you created. the user is logged into.
14 Log out one of your Hot Desk users. The set will return to the
original programming.
15 Call the Hot Desk users directory number that is The station should be out of
logged out. service.
16 Program Call Forward No Answer Internal for your
other hot desk phone to ring one of your sets.
17 From a third set, call the DN for the hot desk user The call should ring the set
that is currently logged in. programmed as the Internal
Forward Destination.
18 Using any phone, call the original prime directory The station should be out of
number for the set you logged into. service.

Hot Desking
External Hot Desking
External Hot Desking extends hot desking capabilities to an external device, which makes it
appear as an extension on the system. When the External Hot Desk User (EHDU) is logged into
the 3300 ICP, a caller only needs to dial the extension number assigned to the user and the
system automatically rings the user's cell phone, home phone or other device of choice,
including an extension on another private network or PBX.
Hot Desk functionality can be extended to external devices, such as cell phones, allowing such
devices to:
• Appear as another extension on the system
• Access system resources, including voice mail and outgoing trunks.
Users can then log in using the external device and receive calls from anybody dialing its hot
desk DN. Calls to the hot desk DN will be redirected to the external number stored against the
user when they are logged in.
As a PBX extension, the external device user has access to extension dialing along with select
PBX features and enterprise CLID on all calls originated through the system. When a call is
extended from the system to an EHDU, the internal state of the user is updated to reflect the
busy condition. Since the state of the user is known, an EHDU can be monitored by DSS/BLF
keys on other devices. Call diversion features and group features, such as hunt groups, follow
the normal treatments for busy, out of service, etc. For example, if an EHDU is a member of
hunt group, and is active on a call, the hunting algorithm will skip the busy EHDU and try the
next member.
Caution
Emergency calls should not be made from an EHDU device since the call
cannot be guaranteed to contain the correct location information. Mitel
assumes no legal, financial or personal responsibility for users or persons
performing such actions.
22-15
External hot desking supports:
• Remotely changing the external device number and the login PIN.
• Accessing mid-call features by outpulsing DTMF tones while active on a PSTN trunk .
| Hold/Retrieve
| Transfer
| Conference
| Call Swap
| Cancel Call
| Remove Digit Detector
• Access to select system features, such as Call Forward Setup, Paging, Group Presence,
through the use of FACs.
• The COS option allowing EHDU to remain permanently logged in.
• Push-to-answer, which requires the EHDU to press a DTMF key to accept an incoming call.
This a COS option is used when the trunk terminating on the EHDU device fails to provide
answer supervision.
• Group membership, including hunt groups, ring groups, personal ring groups, and hospitality
suites.
• Device resiliency.
The maximum number of EHDU licenses is equal to the maximum number of IP User Licenses
allowed for the specific system type.
EHDU Operation
The EHDU can:
• Log In.
• Log Out.
• Change the external number.
• Make and answer calls.
Logging In
To log in from an external location:
1. Dial the Hot Desking Access Number
2. Enter a hot desk user DN
3. Enter a User PIN.
If the Hot Desking Access Number, DN, and PIN are valid, then the external device is
logged in and confirmation tone is returned. Otherwise, the user hears reorder tone.
Once logged in, the user may make a new call or hang up and remain logged in.
Hot Desking
Users with Permanent Login enabled in their COS are not required to log in.
The following conditions apply.
• The hot desk user DN must be idle before logging in.

• If the user is currently logged in on an internal hot desk set, the set is logged out and the
external device is logged in. Likewise, when a user logs into an internal host desk set
while logged in on an external device, the external device is logged out and internal set
is logged in. In both cases, the log out/log in can only occur if the logged in device is idle.
• A permanently logged in external hot desk user may log in at an internal hot desk set.
The external location is automatically logged out. When the internal hot desk set logs
out, the user is automatically logged back into the external location.
• If the Permanent Login COS option is disabled while a user is logged in, the user will
remain logged in until a manual logout is performed or a system reset occurs.
Logging Out
To log out from an external location:
1. Dial the Hot Desking Access Number.
2. Enter the hot desk user DN.
3. Enter the User PIN.
4. Enter the Hot Desk Logout FAC.
If the Hot Desking Access Number, DN, and PIN are valid, then the external device is
logged out and confirmation tone is returned. Otherwise, the user hears reorder tone.
To log out while the external device is busy on a call:

1. Dial 2.
2. Enter the Hot Desk Logout FAC.
To log out from a remote location, if the feature is allowed through the COS:
1. Enter the Remote Logout FAC.
2. Enter the hot desk user DN.
The following conditions apply:
• Logout is immediate if initiated from an idle phone. If the external device is busy or has a
call on hold on any line, the user can still initiate a logout by doing a mid call transfer and
dialing the Hot Desk Logout FAC. After the external device returns to an idle state, the
logout takes effect.
• An external hot desk user cannot be logged out if there are any ringing line appearances
of the external device.
22-17
Changing the External Number

Users can change, but not delete, their external number at any time to have their calls
directed to a different location.
A valid external number is 1 to 26 digits in length and can include * and #. To use #, the
Disable End of Dial Character (#) system option must be set to No, which is the default.
The 26-digit maximum includes the prefix digits required to access an outgoing trunk.
To change the external number from an external location:

1. Log in.
2. Enter the Hot Desk User External Number - Store FAC.
3. Enter the new number. Do not include the ARS prefix. A confirmation tone is returned if
successful.
To change the external number while logged in at an internal hot desk set:
1. Enter the Hot Desk User External Number - Store FAC.
2. Enter the new number. Do not include the ARS prefix. A confirmation tone is returned if
successful.
To change the User PIN:
1. Log in.
2. Enter the User PIN Store FAC. Dial tone is returned.
3. Enter a new PIN followed by #. Dial tone is returned.
4. Re-enter the PIN to confirm it. A confirmation tone is returned.
5. Hang up
Making and Answering Calls

When logged in, users can make outgoing calls over system trunks as if they were a
regular extension user. Calling privileges are subject to the COS and COR assigned to
the user's directory number.
Upon going off-hook, the user hears internal message waiting tone if messages are
waiting and the COS option Message Waiting – Audible Tone Notification is enabled. If
features such as Do Not Disturb or Call Forwarding are in use, the user will hear feature
active dial tone.
By default, calls to an external hot desk user's DN are answered by the user going off-
hook and pressing any key on the dial pad. The alternative, which is controlled by the
External Host Desk User - Push to Talk COS option, requires only going off-hook.

Hot Desking
Using Mid-Call Features

The external hot desk user can invoke mid-call features by outpulsing DTMF tones to the
system when active on a PSTN trunk. External hot desk DNs that terminate at private
network destinations will invoke features on their hosting PBX and not the hot desk DN
host node.
Feature DTMF Usage Notes

Key
Hold or 1 • The external hot desk user is given camp-on tone to indicate that
Retrieve the hold request was successful. Subsequent camp-on tones are
applied at intervals specified by the Camp-on Repetitive Tone
Timer in the System Options Assignment form.
• While the call is no hold, the only mid-call feature available is
Retrieve. All other key presses are ignored.
• Only the external hot desk user can retrieve the held call. Other
appearances of the held line cannot be used to pick up the call.
• If an external hot desk user hangs up while they have a call on
hold, they will be recalled. No recall indication is provided to the
user, only the calling party ID.
Transfer 2 • Both supervised and unsupervised transfers are supported.
• To return to the call on soft hold while listening to dial tone, such
as before dialing the transfer destination, the user must dial the
Call Hold – Retrieve FAC.
Conference 3 • The user may add more parties to an established conference by
selecting Transfer, and then calling the additional party. Upon
answering, the user presses the Conference DTMF key to add the
party to the conference.
• Conferences established by external hot desk users cannot be
split.
• Swap is not supported on conference calls and is ignored if
attempted.
Swap 4 Alternates between two calls.
Handoff 5 Pushes the call back to the user's Personal Ring Group.
Cancel Call # Terminates the current call and returns dial tone. Typically used when
the called party is not answering or when encountering a busy signal.
Remove * • Disconnects the DTMF receiver, allowing the user to interact with
Digit services and applications such as voice mail, long distance
Detector carriers, and telephone banking.
• Once the digit receiver is removed, it cannot be started again for
the duration of the call. The user would need to start the call again
to obtain a new receiver.
22-19
Feature Access Code Support

A logged in external hot desk user may invoke any of the following features by dialing
the associated feature access code while listening to dial tone:
• Call Forwarding – Busy (External Source)
• Call Forwarding – Busy (External & Internal Source)
• Call Forwarding – Busy (Internal Source)
• Call Forwarding – Follow Me
• Call Forwarding - I Am Here
• Call Forwarding - No Answer (External Source)
• Call Forwarding - No Answer (External & Internal Source)
• Call Forwarding - No Answer (Internal Source)
• Call Hold – Retrieve
• Call Park
• Call Park – Retrieve
• Cancel All Forwarding
• Cancel Call Forwarding - Busy (External & Internal Source)
• Cancel Call Forwarding Follow Me
• Cancel Call Forwarding Follow Me – Remote
• Cancel Call Forwarding - No Answer (External & Internal Source)
• Clear All Features
• Conference Call
• Direct Page
• Do Not Disturb
• Do Not Disturb – Cancel
• Group Presence – Join Group
• Group Presence – Leave Group
• Hot Desk Logout
• Hot Desk User External Number – Store
• Loudspeaker Paging
• User Pin – Store

Hot Desking
Programming
This section discusses the programming forms for EHDUs.
License and Option Selection Form

The maximum number of EHDU licenses that can be installed is equal to the maximum
number of User Licenses allowed.
Miscellaneous Assignment Form

Program a Hot Desking Access Number to provide access to the feature. This number
can only be directly dialed from a trunk.
22-21
COS Options Assignment Form

• Hot Desk External User Permanent Login – Set to Yes if you want the external hot desk
user to remain permanently logged in.
• Hot Desk External User – Answer Confirmation - set as required depending on whether
the trunk terminating at the EHDU provides true answer supervision. If not provided,
ensure that Fake Answer Supervision After Outpulsing and Ignore Answer Supervision
are set to Yes in the trunk's circuit descriptor. Audio cut through on a call extended to the
EHDU is only provided once Answer Supervision is received.
Select Yes to force an external hot desk user to press a DTMF key to answer incoming
calls. Use this option only if the terminating trunk fails to provide true answer
supervision.
Select Yes if you want the EHDU to press any key to indicate answer. This can avoid
answer by a voicemail system associated with the external device.
Select Yes if the trunk terminating at the EHDU provides true answer supervision.

Hot Desking
Multiline IP Set Configuration Form or User Configuration Form

Users can use the Hot Desk User External Number - Store FAC to change, but not
delete, their external number at any time to have their calls directed to a different
location.
Enable Hot
Desk User
option.
Assign a DN.
Enter and
confirm a User
PIN.
Enable the
External Hot
Desk User
License option.
Enter 9 or other
prefix digit
required to dial
out to the
external hot
desk device.
Enter the phone

number of the
external hot
desk device.
22-23
Feature Access Code Assignment Form (Optional)

Enter FACs for:
• Hot Desk User External Number - Store - allows the user to change their external
number, not including the prefix.
• User PIN Store – allows the user to change the login PIN from their phone.

Hot Desking
SMDR Options Assignment Form (Optional)

Enable External Hot Desk User Reporting to include EHDU calls in SMDR reports.
System Options Assignment Form (Optional)

Set the DISA Number Lock-Out Timer and DISA Failed Attempts Before Lock-Out
values as required to handle unsuccessful EHDU login attempts.
Note
To create an outbound-only EHDU, omit the PIN in the Multiline IP Set
Configuration or User Configuration form and enable the Permanent Login -
External Only COS option. This is the recommended method of including non-
Mitel extensions in a Mitel hunt group or other type of group.
Outbound-only EHDUs cannot originate calls from the ICP and have their
corporate telephone directory name and number presented to the called party.
22-25
EHDUs and PRGs

When Personal Ring Groups are use in conjunction with External Hot Desking. PRG benefits
are best seen after EHDU, where you dial the one internal DN and internal and external devices
all start ringing. You can complete a handoff with mid-call facilities from the external set to the
internal device. For example, answering a call to your cell phone, coming into the office on the
call, then seamlessly handing the call off to the desk device.

Hot Desking
; Lab 2 – External Hot Desking
This lab is optional and assumes that the PRI links are operational and EHDU licenses are
available.
In this lab, Lab A will act as the external hot desk device, while Lab B hosts the EHDU.
• System Administration > System Options > System Speed Call Assignment form.
1 Lab A setup:
• Use the analog phone to simulate an external
PSTN call into the system. Record the DN.
• Ensure the COS of the PRI Links have the
PUBLIC TRUNK feature enabled to simulate a
public access trunk.
2 Add a route that will be used solely for the EHDU.
Use a unique leading digit. This examples uses 8,
using route 8, no COR, and Digit Modification 3,
which absorbs the first four digits (8+XXX).
22-27

3 Add an ARS Digits Dialed Assignment entry using
8 as the leading digit. In this example, digit
8XXXXXXX, with 0 digits to follow, using route 5.

Hot Desking

4 Lab B setup:
Enter the required number of EHDU licenses in the
License and Option Selection form. Each EHDU
also consumes an IP user license.
22-29

5 In the Multiline IP Set Configuration or User Configuration form:
• Enable the EHDU License option.
• Enter the Hot Desk User External Dialing Prefix, which is 8
in this example.
• Enter the Hot Desk User External Number of the external
device, which is 4444005 in this example. Since the Digit
Modification index will absorb 8444, the remaining 4 digits
are the DN of the LAB A analog device. In our lab example,
the external hot desk user will call from extension 4005 of
Lab A.
• Enter / confirm a User PIN, which is 1234 in this example.
• Enter a unique DN and Interconnect number.

Hot Desking
22-31

6 In the COS Options Assignment form, select the COS for
EHDUs and program the following.
• If you want the user to remain permanently logged in,
enable the Hot Desk External User - Permanent Login
option
• Enable the Hot Desk External User – Answer Confirmation
as required depending on whether the trunk terminating at
the External Hot Desk User provides true answer
supervision. If not provided, ensure that the Fake Answer
Supervision After Outpulsing and Ignore Answer
Supervision are set to Yes in the trunk's circuit descriptor.
• Since we are using PRI links, enable Public Network Access
via DPNSS in the COS for the hot desk extension.
7 In the FAC Assignment form, make sure there are FACs
programmed for:
• Hot Desk User External Number – Store
• User PIN store
8 In the Miscellaneous Assignment form, enter a unique Hot
Desking Access Number. In this example, it is 5800.

Hot Desking
9 Add a route on Lab B that will be used solely for directing a call
outbound to the External Hot Desk set in Lab A. Use a unique
leading digit. This examples uses 8, using route 8, and Digit
Modification 3, which absorbs the first 4 digits (8+XXX).
10 Add an ARS Digits Dialed Assignment entry using

8 as the leading digit. In this example, digit 8, with
7 digits to follow, using route 8.
22-33

11 To log in from Lab A:
• Dial from the external device to Lab B using the
DID/DDI directed to the Hot Desk Access Number.
• Enter the Hot Desk Number created in Lab B. In this
example, 5700. Dial tone is heard.
• Enter the User PIN and number. In this example,
1234. Dial tone is heard.
12 To receive the call, dial the hot desk extension. In this
example, 5700. The external device rings. To answer, lift
the handset and press any key.
13 To make calls from within Lab B:
• Answer a call on the Hot Desk Extension. In this
example, 5700.
• Press # to cancel the call and receive return dial
tone.
• The external device will not follow the ARS
programming of Lab B until you cancel a call from
Lab B.
• You should now be able to dial the extensions from
within Lab B.
14 To use Mid-Call features:
• Place a call on hold and then retrieve it. Call from
Lab B to the Hot Desk number 5700. After
answering, press 1 to place the call on hold. Press 1
again to retrieve.
• Place a conference call. Call from Lab B to the Hot
Desk number 5700. After answering, press 2 to
transfer. Dial a third party in the lab. When
answered, press 3 to place all callers into a
conference call.
• To cancel, press the # key.
15 To log out form Lab A:
• Dial from the external device to Lab B using the DID
directed to the Hot Desk Access Number. Dial tone
is heard.
• Enter the Hot Desk Number created in Lab B. In this
example, 5700. Dial tone is heard.
• Enter the User PIN and number. In this example,
1234. Dial tone is heard.
• Enter the FAC for Hot Desk User Logout. Dial tone is
heard.
• Dial the Hot Desk extension. It should be Out of
Service.

Hot Desking

16 In the Personal Ring Group form:
• Create a Personal Ring Group using an existing DN
in the lab you wish to add extension to.
• Add another member beyond the primary DN. This
should be the DN of the Hot Desk User.
22-35

17 To enable seamless handoffs of a call between
members of the PRG, add a Handoff Key to the set.
18 Dial the prime number or any member of the PRG.

19 Answer the call from any member.
20 To handoff the call to another member, press the
Handoff Key.
21 Answer the call on any of the ringing members. Once
answered, the previous member will have released the
call without the caller knowing anything happened.

Voice Mail
Objectives
23
Verify that the Embedded Voice Mail (EVM) application can record and play
messages.
Check the EVM health.
Maintain the EVM system.
Manage voice mailboxes.
Set up the Auto Attendant.
Set system EVM parameters.
Manage voice mail distribution lists.
Reference
Contents > Programming > Programming Applications > Program Embedded
Voice Mail
23-2 Voice Mail_rev5.doc

Voice Mail
Introduction to Embedded Voice Mail (EVM)

The 3300 ICP has its own integrated, or embedded, voice mail system.
• The voice mail application supports up to 30 logical ports, with each port supporting a single
Auto Attendant and/or voice mail session.
• The voice mail application supports up to 750 voice mailboxes.
• The 3300 ICP hard drive provides 14.5 GB of space and supports approximately 450 hours
of voice message storage.
The EVM is included at system start up. No installation is required. There are system defaults
that get you started quickly, but user mailboxes and access to the voice mail ports must be
programmed.
EVM supports voice mail distribution lists and Auto-Attendant functionality.
Callers directed to a user’s mailbox can record a message that the user can later review. A user
can also record and send messages to other mailbox users.
Greetings and voice mail messages are stored on the system hard drive and are backed up to a
file on the LAN. The messages are encrypted when they are backed up.
There is a Telephone User Interface (TUI) for control and navigation of the voice mail
commands as well as a Graphical User Interface (GUI) for management of EVM, the mailboxes,
and the Auto-Attendant functions.
Voice Mail Port Capacity

Program the number of ports for voice mail in the Voice Mail Port Capacity form by entering the
Number of Ports field. Up to 30 voicemail ports can be assigned on the MXe controller. The
base CX and CXi controllers allow up to 4 ports and, with increased DSP resources, up to 16
may be supported.
Note
Changing Voice Mail Port Capacity requires a system reboot.
23-3
; Lab 1 – Setting Up Voice Mail

• System Administration > Voice Mail > System Settings > Voice Mail Port Capacity form.
• System Administration > Voice Mail > System Settings > Class of Service Options
Assignment form.
• System Administration > Voice Mail > System Settings > Voice Mail Port Assignment
form.
• System Administration > Voice Mail > System Settings > Station Service Assignment
form.
• System Administration > Voice Mail > System Settings > Hunt Group Assignment form.
• System Administration > Voice Mail > System Settings > Voice Mail Prompt Language
Assignment form.
• System Administration > Voice Mail > System Settings > Voice Mail Options Assignment
form.
• System Administration > Voice Mail > System Settings > Business Hours Configuration
form.
• System Administration > Voice Mail > System Greetings > Greetings Definition form.
• System Administration > Voice Mail > System Greetings > Greetings Assignment form.
Reference
Help > Contents > Programming Applications > Programming Voice Mail >
Programming Embedded Voice Mail
Caution
To prevent possible toll fraud through voice mail ports, use the proper COSs
and CORs in the Station Service Assignment form to prevent external dialing.
Discuss with the customer their exact requirements before opening access to
external numbers through the voice mail ports. For example, the customer
may request to allow Message Notification or Pager Notification which may
require unrestricted ARS and COR on the voice mail ports.
Otherwise, a COR should be used in ARS to block all access to external

numbers, included emergency services.
Note
A Feature Access Code for Message Waiting Activate and Message Waiting
Deactivate must be programmed for the Message Waiting Indicator lamp to
function. These codes were included when the Feature Access Codes were
imported in a previous module.

Voice Mail

1 Navigate to the System Administration > Voice The Voice Mail Port
Mail > System Settings > Voice Mail Port Capacity form is displayed.
Capacity form.
2 In the Voice Mail Port Capacity form: The Voice Mail Port
Capacity is programmed.
• Select Change.
• Enter the number of voice mail ports available
in the system.
Select Save.
3 Navigate to the System Administration > Voice The Class of Service
Mail > System Settings > Class of Service Options Assignment form is
Options Assignment form. displayed.
4 In the Class of Service Options form, create a COS A COS for Voice Mail ports
for the voice mail ports. Add the following settings: is created.
• COV/ONS/E&M Voice Mail Port = Yes
• Message Waiting = Yes
• Voice Mail Softkey = Yes
5 In the Class of Service Options form, add the The COS for the sets is
following settings to the COS of the sets that will modified for mailboxes.
have mailboxes:
• Call Forwarding (Internal Destination)
• Message Waiting
• Voice Mail Softkey
6 Navigate to the System Administration > Voice The Voice Mail Port
Mail > System Settings > Voice Mail Port Assignment form is
7 Assign available extension numbers to the The data is entered, saved,
available voice mail ports by selecting the first port and displayed in the Voice
and performing Change Range programming on it. Mail Port Assignment form.
23-5

8 Navigate to the System Administration > Voice The Station Service
Mail > System Settings > Station Service Assignment form is
9 Assign the COS just programmed for the voice The COS and COR are
mail ports and CORs to the voice mail port assigned to the voice mail
extensions. port extensions.
10 Navigate to the System Administration > Voice The Hunt Group Assignment
Mail > System Settings > Hunt Group form is displayed.
Assignment form.
11 In the Hunt Group Assignment form, create a voice The data is entered, saved,
mail hunt group that contains all of the voice mail and displayed in the Hunt
port extensions. Group Assignment form.
You can have a single or multiple voice mail hunt

group for the system. All voice mail ports must
belong to a voice mail hunt group, except when
used for RAD greetings.
• Assign a unique directory, number for the hunt

group. This will be the pilot number.
• Set the hunt group in Circular hunting mode.
• Assign the COS just programmed for the voice
mail ports to the voice mail port extensions.
• The Hunt group type must be set to Voicemail
• Add the directory numbers of each voice mail
port to the hunt group.

Voice Mail

12 Navigate to the System Administration > Voice The Voice Mail Prompt
Mail > System Settings > Voice Mail Prompt Language Assignment form
Language Assignment form. is displayed.
13 Select the language settings to the appropriate The voice mail prompts will
language in your area. now be in the local
language.
14 Navigate to the System Administration > Voice The Voice Mail Options
Mail > System Settings > Voice Mail Options Assignment form is
15 Change the parameters for: The data is entered, saved,
and displayed in the Voice
• Send Notification Calls is checked, or True
Mail Options Assignment
• Allow Transfers To Any Number by the Auto form.
Attendant is checked, or True.
• Directory Voice Prompts set for Last Names.
16 Navigate to the System Administration > Voice The Business Hours
Mail > System Settings > Business Hours Configuration form is
Configuration form. displayed.
17 In the Business Hours Configuration form, select The data is entered, saved,
Change, and then select ICP Day/Night Mode. and displayed in the
Business Hours
Configuration form.
18 Reboot the system to initialize the Embedded
Voice Mail system.
23-7
Managing Voice Mailboxes
Mailboxes can be added, deleted, or modified to suit the needs of the system users. These
activities can be accomplished from the System Administration Tool. Some of the activities can
also be accessed through the TUI.
The programmable values for the mailboxes include:
• Mailbox Number
• Name
• Extension Number
• Passcode
• Operator Extension
• Mailbox type
• Prompt Language
• Operator Extension
• Notification Type
• Notification Number
• User Access
• Notification Schedule
• Max Number Messages
• Delete Messages After
• Messages Life (days)
• Date/Time Stamp
• Forward to E-mail
• E-mail
• Messages Forwarded
• Delete After Forwarding
• Visual Voice Mail Hunt Group

Voice Mail
In the following example, two new mailboxes are added using the System Administration Tool.
All of the screens necessary to assign voice mail parameters are located in the Voice mail
folder.
To add, change, or delete your mailboxes, select Voice Mailboxes. The Voice Mailbox
Configuration form is shown below.
The bottom of the screen lists all of the mailboxes. Use the Change button to view the details of
the highlighted mailbox. To create a new mailbox, select the Add button.
The default passcode for mailboxes is 1111.
23-9

Voice Mail
; Lab 2 – Managing Voice Mailboxes
In this lab, you will be using the System Administration > Voice Mail > System Greetings >
Voice Mailbox Configuration form.
Reference
Help > Contents > Forms Reference > Forms S to Z > Voice Mailbox
Configuration

1 Navigate to the System Administration > Voice The Voice Mailbox
Mail > Voice Mailbox Configuration form. Configuration form is
displayed.
2 Program each user’s mailbox by performing the The data is entered, saved,
following: and displayed in the Voice
Mailbox Configuration form.
• Enter a mailbox number for this extension. The
mailbox number is usually the same as the
extension number.
• Enter a name to identify the user of the
mailbox.
• Enter the extension number where calls to this
mailbox are to be directed.
• A 3- to 6-digit passcode. The system requires
users to enter their current passcode to retrieve
their messages. The default passcode is all 1s.
• Leave the remaining fields at default.
3 Create a Call Rerouting First Alternative number to A Call Rerouting First
route to the voice mail hunt group for Busy and No Alternative number is set to
Answer as the default condition for all sets. go to voicemail for all sets.
23-11
Using Voice Mail
Before using the voice mail, record a greeting on the telephone and forward the unanswered
telephone calls to voice mail.
Recording and Playing Messages

Users accessing voice mail for the first time are prompted to enter their name and record a
greeting. For each of the extensions you added, enter voice mail and follow the prompts to
record a greeting.
Forwarding Calls to Voice Mail

Set Call Forwarding on the telephones to send unanswered calls to voice mail. See the different
Call Forwarding feature codes in the Feature Codes Assignment form. Use the desired Call
Forwarding feature code followed by the Voice Mail system hunt group pilot number.
Note
Remember to make Call Rerouting First Alternative number one to route to
the voice mail hunt group as the default condition for all sets.
Visual Voice Mail

Visual voicemail allows you to visually interact with your voice mail. It is only available on the
5235 IP Phone, 5340 IP Phone, 5140 IP Appliance, 5240 IP Appliance, or 5230 IP Appliance. It
is not available for guest mailboxes on 5140 or 5240 IP Appliances.
You are automatically logged out of the system after 5 minutes of inactivity. Visual Voice Mail
shows the caller information for internal extensions that have a voice mailbox. All other calls are
displayed as Unknown Caller.

Voice Mail
; Lab 3 - Using Voice Mail
1 Initiate all voice mailboxes.

2 Access the System Administrator’s mailbox and
follow the prompts by:
• Entering the voicemail hunt group pilot number.
• Press *.
• Entering the administrator’s mailbox number
9999.
• Enter the administrator’s default passcode
8642.
• Press 4 for the System Greetings menu.
• Press 1 for the Primary Greeting set.
• Record greetings for Business Open, Business
Closed, and a Temporary Greeting.
3 Activate Message Waiting using the *90 access
code on one of your extensions.
4 Forward that extension to voice mail.
5 Place a call to the extension and let it ring to the
user’s voice mailbox. Leave a message in the
mailbox.
6 From the called extension, access the user’s
mailbox. Play the message.
23-13
Managing Distribution Lists
A Distribution List allows mailbox subscribers to send messages to several people at one time.
There are two types:
• Personal lists - set up by individual subscribers for their own use
• Global lists - set up by using the Distributions List Form for use by all subscribers. Only the
system administrator can set up or change global lists.
Users can create up to 10 personal lists, numbered 050-059. Each list can have up to 750
contacts.
Up to 49 global lists can be created, numbered 001-049. A 50th list, number 000, is already set
up to broadcast messages to every local mailbox.
Select the Add button to add a new list. Select the Add Member button to add the mailboxes to
the selected distribution list.
From the Main Menu, press 7 for Distribution Lists. The TUI uses the Distribution list menu.
When prompted for the distribution list number, enter a two-digit number to represent one of the
lists, from 50 to 59.

Voice Mail
; Lab 4 - Managing Distribution Lists
In this lab, you will be using the System Administration > Voice Mail > System Greetings >
Distribution List Configuration form.
1 Navigate to the System Administration > Voice The Distribution List

Mail > System Greetings > Distribution List Configuration form is
Configuration form. displayed.
2 In the Distribution List Configuration form: The data is entered, saved,
and displayed in the
• Select Add.
Distribution List
• Enter an ID number from 1 to 49 Configuration form.
• Enter a Name
Select Save.
3 Add some of your sets to the distribution list. The users are added to the
distribution list.
4 Test the 3-digit distribution list by using a set’s A voicemail is sent to all on
voicemail and selecting the programmed the distribution list.
distribution list.
23-15
Administrator and Attendant Mailboxes

The Administrator's Mailbox allows you to perform voice mail programming from a telephone.
Programming by phone cannot completely replace programming from the System
Administration Tool, but it is convenient for certain functions such as adding mailboxes and
editing mailbox settings.
If users gain access to programming areas of voice mail, they can create mailboxes, dial into
them, and program personal numbers allowing them to dial back out of the system. This
necessitates changing of all three voice mail passcodes, since all systems leaving the factory
have the same default passcodes.
Caution
To protect system security, always change the default passcodes at install,
keep them confidential, and change them periodically.
Customers should encourage users to do the same.
The manager passcode should be given to the person who performs the day-
to-day operations, such as editing mailboxes and changing greetings.
The default passcodes are listed below, as well as procedures to change the technician level
passcode, and what to do should the technician passcode be forgotten.
The passcode used to log into the Administrator's Mailbox determines which functions can be
accessed.
• Manager Passcode - allows the user to perform all system administration, mailbox
management, and maintenance functions such as changing user passcodes and record
system greeting. They cannot add mailboxes, change the administrator passcode, or
change the passcode length.
• Administrator Passcode - allows the user to perform all the manager functions plus adding
mailboxes and changing the administrator and manager passcodes, and passcode length.
• Technician Passcode - allows a technician to do all that the administrator can do, plus enter
the function code area for special debugging.
The passcode length is a system wide value. If passcode length is increased, all passcodes will
have 0's appended to them to match the new length. For example, if changing from 3 to 6 digits,
123 becomes 123000.
When decreased, passcodes are shortened starting with the last digit moving to the first. For
example, if changing from 6 to 3 digits, 123456 becomes 123.
Passcode Type Passcode Length

3 4 5 6
Technician Default 973 9731 97310 973100
Administrator Default 864 8642 86420 864200
Manager Default 648 6483 64830 648300

Voice Mail
To change the technician passcode, follow these steps. The current technician passcode must
be known.
1. Call voice mail and log in to mailbox 999 (9999) using the current technician passcode.
2. Once logged in, dial 9. If the voice mail does not understand that command, the wrong
passcode was used to log in to mail box 9999. The expected response is, "Please enter a
technician function code".
3. Dial 17271. The expected response is, "Please enter a technician function code."
4. Dial the new passcode, keeping the length the same as the current setting. The expected
response is, "Please enter a technician function code."
5. Dial the new passcode again, the same number dialed in step 4. The expected response is,
"Your passcode has been changed. Please enter a technician function code."
6. Disconnect from the call.
Caution
Users should not attempt any other technician function codes other than the
one used above to change the passcode. Serious damage may result from
improper use. If the user changes the default technician passcode, they
should notify their service technician what the new passcode is.
Once the technician passcode has been changed, the technician should store
the new one for safe keeping. Is it is lost or unavailable, Mitel will attempt a
password reset under the same rules and guidelines governing the reset of
top-level passwords on our PBX systems. This service is chargeable.
Caution
The operator’s mailbox is mailbox 0 and the default passcode is 1234. It is
important that this passcode be changed at installation time.
23-17
; Lab 5 – Changing Default Passcodes
This lab is optional. In this lab, you will be changing the default:
• Technician passcode
• Administrator passcode
• Manager passcode
• Operator’s mailbox passcode

Use this planner to track the new passcodes.
Passcode Type Default Passcode New Passcode

Technician 9731
Administrator 8642
Manager 6483
Attendant Mailbox 1234
1 Dial voice mail, log on as the administrator (*, The administrator is accessed on
9999), and use the default technician a technician level.
passcode of 9731.
2 Press 9. "Please enter a technician
function code" is heard.
3 Press 17271. "Please enter a technician
4 Enter a new four-digit passcode. "Please enter a technician
5 Enter a new four-digit passcode again. "Your passcode has been
changed. Please enter a
technician function code" is heard.
6 End the call. The call is ended.
9999), and use the default administrator an administrator level.
passcode of 8642.
8 Press 6, then press 1. “Enter a new administrator
passcode” is heard.
9 Enter a new four-digit passcode. “For confirmation, please reenter
your new passcode” is heard.
changed.

Voice Mail

9999), and use the administrator passcode an administrator level.
assigned in step 9.
13 Press 6, then press 3. “Enter a new manager passcode”
is heard.
changed.
17 Dial voice mail and log on to the operator’s There will be a pause while the
mailbox 0 (*, 0). interdigit timer expires. “Welcome,
the operator” is heard.
18 Enter the default operator passcode of 1234. Normal voice mail options are
heard.
19 Press 8 (U), then press 7 (P). “Enter your new passcode” is
heard.
changed.
23-19
Managing EVM System Settings
EVM can support multiple prompting languages and reroute Faxes to the programmed FAX
extension.
FAX Settings
EVM can detect a FAX tone and direct the call to an extension programmed as the FAX
extension. The FAX extension has to be an analog extension. The number could be across the
network.
• Status, such as Enabled / Disabled
• FAX Messages Extension
• Softkey Support
• Dial Any Extension Support
• Block Ext. That Begins With
• Digital Pager Callback Number
• Notification Calls
Prompt Language
You can view and program system default and alternate prompt language, and you can enable
or disable bilingual prompting.
• Default Language
• Alternate Language
• Bilingual Enable
• Language Change mailbox

Voice Mail
Managing the Auto Attendant
The auto attendant replaces a live operator and directs external callers to the appropriate
extensions or voice mailboxes. There are several things needed to set up the auto attendant on
the system. These include setting:
• Company business hours greetings based on:

| Night mode of the system
| Days of the week
| Opening time
| Closing time
• Company greetings
| Primary greeting
| Up to seven alternate greetings
| Which greetings are used for each port.
Use the administrator’s mailbox to record the primary and/or alternate greetings, or download
audio (.WAV) files to the system to use as auto attendant greetings. Greetings include:
• Primary greetings
• Bilingual welcome greeting
• Business open greeting
• Business closed greeting
• Alternate greetings
• Sets 2 to 8 and Guest Login/ Alternate 9
• RAD greetings
Caution
Once the company greetings have been recorded, they replace the default
system greetings. They can only be restored by performing Knowledge Base
Article 06-6748-00003.
23-21
Audio File Download

The downloaded audio files are preserved during a system backup or upgrade. They must be
G.711 WAV, A-law or mu-law (G.711), 8 bit, mono format.
Note
Verify the quality and clarity of the audio file before uploading it to the system.
Audio quality varies depending on the program used for the conversion. To
avoid customer complaints of poor MOH quality, listen to it on your PC
speakers first.
Note
Because each greeting uses a mailbox, voice mailbox licenses are needed to
download audio files for system greetings.

Voice Mail
Preventing Unauthorized Access
The auto attendant feature is very similar to DISA in its operation. The only difference between
DISA and the auto attendant is that the caller listens to a recorded announcement instead of a
dial tone. This means that if the caller is on a dial-in trunk and is not COR-restricted, the caller
can dial ARS leading digits and place an outgoing call. Even a COR-restricted trunk can dial a
verified account code that could allow access to external trunks. For this reason, all sites with
auto attendant, dial-in trunks, and non-dial-in trunks should be toll controlled, with limited COS
options and a 12-digit account code to increase the level of difficulty encountered by
unauthorized callers attempting to place external calls.
If the auto attendant is not to permit external calls, use Interconnect Restrictions to control it.
Consideration should also be given to limiting the maximum digits dialed, as defined by the
COR number, to enhance the security.
There is a setting in the Voice Mail Options Assignment Form called Restrict Numbers That
Begin With. It is used to prevent callers from accessing system trunks via the auto attendant.
Access is prevented by programming the system to deny transfers when the leading digit dialed
matches the first digit of a trunk group access code. For example, it is a method of applying toll
fraud restriction to individuals attempting to dial 8 or 9 and an outside number to get PSTN
access.
For any type of interfaced Voice Mail/Auto Attendant, such as COV/ONS/E&M, proper
consideration should be made for toll control of COV and ONS VM/AA ports. Many peripheral
systems will simply perform a blind transfer to any digit sequence entered by the incoming trunk.
Some ONS VM/AA systems use station ports looped back onto loop-start trunks for message-
sending set-ups. All station ports used in loop-backs should be properly toll controlled, only
have the minimum required COS options, and be COR restricted.
External voice mail systems connected directly to a modem should also be connected to a
surveillance device.
Most voice mail systems require a password before access, so be sure this password is
complicated. It is important to change the passwords periodically, especially when anyone with
system access quits the job from either the site or the service provider.
23-23
; Lab 6 - Setting Up the Auto Attendant
This lab is optional. Use the Administrators mailbox to record and customize the open and
closed greetings.
1 Program the voicemail hunt group’s pilot number

as the answer point in the Trunk Service
Assignment form.
2 View and Set Company Business Hours.
3 View and Define Greetings.
4 Change the greeting used on port 1.
5 Change the alternate greeting.
6 Test the Auto Attendant by making an incoming
trunk call.

Voice Mail
Questions
1. What is the maximum number of mailboxes allowed on a 3300 ICP? Refer to the
General Information Guide.
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
2. How many hours of recorded message time does the 3300 ICP have?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
3. When the system is backed up, what happens to the voice mail messages to protect the
security of the message contents?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
23-25

Music On Hold and Paging
Objectives
24
Describe Music On Hold (MOH).

Program analog and digital MOH.
Download a .WAV file for Embedded MOH.
Describe Loudspeaker Paging.
Program and install the 5485 IP Paging Unit
24-2 Music on Hold and Paging_rev4.doc

Music On Hold
Music On Hold (MOH) provides callers with music or information while they are waiting for a call
to complete. MOH is provided when a call is on hold, transferred to a busy party, or camped on
to an extension.
The customer provides the MOH source, such as a radio, CD player, or .WAV file.
There are three types of MOH:
• Analog MOH
• Digital MOH
• Embedded MOH
Analog MOH
For analog MOH, an external music source is connected to a MOH circuit on a Universal ASU
or the music jack on the MXe or CX/CXi controller.
For external MOH sources, you specify which circuit connects to the music source. The system
uses the circuit to supply music to callers placed on hold and to ACD callers in queue.
Each Universal ASU has four physical MOH circuits. Only one of the four circuits can be used
and is always programmed as the first PLID.
The system AMB uses a 3.5 mm stereo jack for MOH input and is also programmed as the first
PLID.
For a MOH source on a Universal ASU, only pair 1 is used on the RJ-45 connector marked
Music on the back of the Universal ASU.
CX/CXi Controller AMB MOH audio jack Universal ASU MOH connector
24-3
MOH ASU Connection

ESM View Maintenance View RJ45 Pins ASU Pair
Connector
Unit Port Location ID J
X 1 X-1-4-1 5-6 (G-W/W-G) 1 (W/Bl)
MOH System Connection
ESM View Maintenance View
Unit Port Location ID
4 3 4-1-3-1
Analog Music on Hold is programmed as E&M trunks.
• In the System Options Assignment form set the Music On Hold option to Yes.

• In the E&M Trunk Circuit Descriptor Assignment form:

| Set the Outgoing Start Type parameter to Immediate.
| Set the Transmission Facility parameter to 2 wire.
| Set the 2 Wire Balanced Network Setting parameter to 600.
| Set the Perform Seize Test on Out-of-Service Trunks parameter to No.
All other parameters may be any value.
24-5
• In the E&M Trunk Assignment form, ensure that the trunk number is unique. The service
number, E&M trunk circuit descriptor number, and the interconnect number may be the
same as other E&M trunks.
• In the Miscellaneous Assignment form, set Music Source to External. In the Music Source
Port Location ID field, enter the PLID of the E&M trunk circuit.
• Connect the MOH source to the programmed MOH circuit.

Digital MOH
Digital Music on Hold is provided by an external music source, such as a radio, connected to a
DNIC Music on Hold/Pager Unit (DMP). The DMP is connected to a Peripheral Cabinet’s DNI
Line Card.
To program and install DNIC Music on Hold:
• In the System Options Assignment form Set Music on Hold to Yes.
• Program the DMP in the Single Line DNI Set Configuration form as a DMP. A directory
number is not required for programming a DMP.
24-7
• In the Miscellaneous Assignment form set the Music Source to External. In the Music
Source Port - Location ID field, enter the PLID of the DMP.
• Connect the MOH source to the programmed MOH circuit.

Embedded MOH
An audio file downloaded to a controller provides embedded MOH. Sites can use multiple
embedded music sources. Up to 65 sources of music can be connected to each system. One
music source is for the system MOH and up to 64 alternate audio sources can be used for
system and tenant MOH and ACD path recordings.
Maximum Number of
Platform Total RAM Total Hold Time
Embedded MOH Sources
MXe with 512 MB
(1400-user controller)
16 MB 32 64
CX/CXi 4 MB 8 8
Downloading Embedded MOH Audio Files

You can download audio files in .WAV format into the system to use as an embedded MOH
source for the system. The downloaded audio files are preserved during a system backup or
upgrade. The audio file must be G.711 .WAV format, 8 KHz, A-law or mu-law (CCITT G.711), 8
bit, mono format.
To download an embedded MOH audio file to a 3300 ICP:
• Select the audio source you want to update. 0 = System MOH by default. When you
download an audio file, select an audio file ID number without an existing label unless you
want to overwrite an existing audio file.
• Enter the location / path of the audio file.
• Select Update to begin the download process.
• Dialog windows describe the status of the audio file download.
24-9
View Embedded Media Sources

Once you have downloaded an Embedded MOH audio file, it can be viewed, edited or deleted.
The Embedded Media Sources form lists the embedded audio files used for MOH. Use this form
to change the label on or delete an audio file. The files are listed by their audio file ID number.
The audio file ID numbers are used to identify embedded audio files when assigning them to
tenants or ACD paths. A label next to an audio file ID number indicates an existing audio file in
the system.
The Embedded Media Sources form also displays how much disk space is available in the
partitioned hard drive reserved for embedded MOH files.

; Lab 1 – Programming and Installing Music on Hold
In this lab, you will install an embedded MOH source. The .wav file is located on your student
CD.
• System Configuration > Music On Hold > System Audio Files Update form.
• System Configuration > Music On Hold > System Options Assignment form.
• System Configuration > Music On Hold > Miscellaneous Assignment form.

1 Navigate to the System Configuration > Music On The System Audio Files
Hold > System Audio Files Update form. Update form is displayed.
2 Program the form by: The data is entered and
displayed in the System
• Selecting the Music and Alternate Audio
Audio Files Update form,
Source radio button.
and the file is uploaded to
• Selecting the Audio Source 0 from the Audio the system.
Source ID drop-down menu.
• Select the Browse button and select the MOH
.wav file on your student CD.
• Select Update.
3 Navigate to the System Configuration > Music On The System Options
Hold > System Options Assignment form. Assignment form is
displayed.
4 Select Change, select the Yes radio button for The data is entered, saved,
Music on Hold. Select Save. and displayed in the System
Options Assignment form.
5 Navigate to the System Configuration > Music On The Miscellaneous
Hold > Miscellaneous Assignment form. Assignment form is
displayed.
6 Select Change, select Embedded from the Music The data is entered, saved,
Source drop-down menu. Select Save. and displayed in the
Miscellaneous Assignment
form.
7 Call one of your sets, answer it, and then place the The MOH recording is
called set on hold. heard.
24-11
Paging
Paging lets you connect to customer-provided loudspeaker/paging equipment to access

individual paging zones or all paging zones simultaneously.
Analog Paging
The ASU and the AMB each provide two overhead paging outputs. In combination with their
relay contacts, four possible zones can be paged, but only two circuits can be paged
simultaneously. Paging is accomplished in one of two methods:
• Zone control using outpulsed DTMF digits.
• Emulates E&M trunks, using the contact closure control.
CX/CXi Controller AMB paging circuits Universal ASU page connector

IP Paging
The 5485 IP Paging Unit provides an interface from an external paging amplifier to a Layer 2
switch port on the network, providing communication via TCP/ IP with the system.
The 5485 IP Paging Unit uses a local power source. A single 25-pair Amphenol cable connects
to the external amplifier using the Main Distribution Frame (MDF). The unit can be wall-
mounted. Two LED indicators on the J2 and J3 ports provide basic paging status information.
Each 5485 IP Paging Unit supports one paging interface to a customer-provided amplifier. If
more than one paging interface is needed, you can use multiple units.
The 5485 IP Paging Unit is programmed as a 5010 IP Phone.
You can use both AMB and ASU paging circuits along with the 5485 IP Paging Units on the
same system. But the 5485 IP Paging units are accessed using directed or group page and the
AMB/ASU paging circuits are accessed as loudspeaker paging zones.
5485 IP Paging Unit Pinouts
Pin Color Code Signal
9 BR/R Audio output, Positive

34 R/BR Audio output, Negative
36 BK/BL Relay Closure (normally closed)
37 BK/O Relay Closure (normally open)
11 BL/BK
Page Control input
12 O/BK
24-13
To program and install a 5485 IP Paging Unit:
• Program the 5485 IP Paging Unit as a 5010 IP phone in the Multiline IP Set Configuration
form.
• Connect the system to the Ethernet LAN Port on the 5485 IP Paging Unit.
• Attach the paging adapter interface to the 9th pair of the 5485 IP Paging Unit.
• If required, attach the page control inputs of the paging adapter via the MDF to the 11th and
12th pair of the 5485 IP Paging Unit.
• Connect the 5485 IP Paging Unit power adapter.
• Connect the external speakers as required to the paging amplifier via the MDF.
• IP Paging uses the Direct Page feature.
Note
To reduce the risk of hum or other interference, you should install the 5485 IP
Paging Unit close to the paging amplifier and keep the cables to and from the
unit as short as possible. If unbalanced input or output equipment is used, you
may need a balancing transformer.

; Lab 2 - Installing And Programming Paging
This lab is optional. If you have paging equipment in the classroom, complete the following lab
tasks.
Reference
Help > Contents > Programming > Programming Devices > Programming
Loudspeaker Paging
Help > Contents > Features Reference > Features P to R > Paging-
Loudspeaker
1 Follow the procedures in the Online Help to

program an analog or IP paging circuit for your
system.
2 If available, connect the paging system
components to the appropriate paging circuit.
3 Verify that you can page through the paging
system components.
24-15
Questions
1. What is the maximum number of analog paging circuits that can be connected to a 3300
ICP system?
______________________________________________________________________
2. Which unit provides the analog paging circuit connectivity on the 3300 ICP?
______________________________________________________________________
3. How many paging interfaces does a 5485 IP Paging Unit provide to customer-provided
paging equipment?
______________________________________________________________________
4. What is the maximum number of analog MOH sources that can be connected to a 3300
ICP system?
______________________________________________________________________
5. Which MOH unit is required to provide DNIC Music On Hold connectivity on a 3300 ICP?
______________________________________________________________________
6. In order for an embedded MOH source file to be downloaded to a 3300 ICP system what
audio parameters must it adhere to?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________

Interconnect Restrictions
Objectives
A
When you finish this module, you will be able to restrict devices from calling each other.
A-2 Interconnect Restrictions_rev4.doc

Interconnect Restriction
Interconnect restrictions are used to prevent certain devices from connecting to other devices,
such as phones, trunks, modems and fax machines. For example:
• One 3300 ICP shared between several tenants
• Blocking trunk to trunk connections

Whenever you wish to always restrict one device from calling other devices on the system, you
must program the restriction in the Interconnect Restriction Table. It defines which devices can
call other devices. It controls which devices can call or be called by other devices based on the
Interconnect number assigned to each device.
To make the restrictions effective, assign the Interconnect numbers to the devices you wish to
restrict in the appropriate device assignment forms.
There are several device assignment forms where you can assign interconnect numbers:
• Analog Set Assignment
• Single Line IP Set Configuration
• Multiline IP Set Configuration
• Single Line DNI Set Configuration
• Multiline DNI Set Configuration
• IP & DNI Console Configuration
• Analog/Digital Trunk Assignment
• IP/XNET Trunk Profile Assignment
• Voice Mail Port Assignment

The Interconnect number is used in:
• The Intercept Handling Assignment form, which allows you to program how the system is to
treat various intercept conditions as they arise in call processing.
• The Hotel Options Assignment form, to provide curfew control.

With Curfew Control enabled, users on active calls at curfew, or Call Block Enabled time,
receive a warning tone indicating that all calls, including held calls, will be cleared down.
After curfew, normal call blocking takes affect. Calls to members of the same interconnect
number are disallowed and the user hears reorder tone upon dialing. Calls to members of a
different interconnect number are connected only long enough for the user to hear a warning
tone and have the call cleared down.
A-3
As shown in the diagram, the multiline sets with interconnect number 1 are restricted from
calling multiline sets with interconnect number 5. Extensions 2151 and 2152 cannot call
extensions 2154 through 2156.
This restricts devices with

Interconnect Number 1 from
calling devices with
Interconnect Number 5.

; Lab 1 – Establishing Restrictions Between Devices
• System Administration > Call Handling > Exception Handling > Interconnect Restriction
form.
Configuration form.
Use the planning form to plan your programming.
Planning Sheet
Device Extension Interconnect Number
Interconnect restriction Planner
From To Interconnect Number

Interconnect
Number 1 2 3 4 5 6 7 8 9 1 01 11 21 31 41 5
1
2
3
4
5
6
A-5

1 Navigate to the System Administration > Call The Interconnect Restriction
Handling > Exception Handling > Interconnect form is displayed.
Restriction form.
2 Program an interconnect restriction from number Interconnect restriction 1 is
1 to number 2. This is for lab purposes only. It is programmed.
recommended that the default interconnect
restriction number 1 remain as default with no
restriction programmed.
3 Navigate to the System Configuration > Devices > The Multiline IP Set
IP Telephones > Multiline IP Sets > Multiline IP Configuration form is
Set Configuration form displayed.
4 Assign interconnect restriction 2 to on of your IP The IP set is assigned
sets. interconnect restriction 2
5 Call that set from another set. What happens?
6 Make a call from that set. What happens?
7 Navigate back to the Interconnect Restriction The Interconnect Restriction
form. form is displayed.
8 Program an interconnect restriction from number Interconnect restriction 2 is
2 to number 1. programmed.
9 Make a call from that set again. What happens?
10 Remove all interconnect restrictions. The interconnect restrictions
are removed.

Questions
1. In the Single Line Set Assignment form you assign interconnect numbers to telephones.
Which form do the interconnect numbers index?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
2. Interconnect restriction is intended to restrict callers from using expensive calling routes
at certain times of the day.
a. TRUE
b. FALSE
3. The interconnect number assigned to a station may change depending on whether the
system is in Day Service or Night Service.
a. TRUE
b. FALSE
4. Can an unrestricted third party transfer a set to a device it is restricted from calling?
A-7

Tenanting
Objectives
B
When you finish this module, you will be able to use tenanting.
B-2 Tenanting_rev4.doc
Tenanting
Introduction to Tenanting
Tenanting is a cost-effective solution that allows multiple businesses or departments to share

the services of a single controller.
Consoles, voicemail, MOH and trunks can be shared between tenants or allocated individually
to each tenant.
B-3
Night Service
Switching to night service can be done centrally or by individual tenants. Central control means
that tenant 1, or default tenant, controls the system’s day/night service status.
Tenant Status Leader Tenant Status Leader Tenant Status
1 Day 1 1 Night 1 1 Night
2 Day 1 2 Day 1 2 Night
Initial Conditions Leader goes to night service Result
Individual tenants can control night service status by applying the day/night status to the phones
and trunks in that tenant group.
1 Day 1 1 Day 1 1 Day
Tenanting
Another tenant designated as the night service leader can also control tenant night service.
When the night service leader changes the day/night status, the associated tenants’ night
service state is also changed.

B-5
Planning Tenanting
Because tenants can be allowed to connect to each other, extension numbers must be unique
across the entire system.
You can have up to 64 tenants, including the landlord tenant 1. Unless otherwise programmed,
all phones, consoles, and trunks are in the landlord group. Tenant 1 will always be able to
contact all the other tenants. No permissions need to be granted to Tenant 1.
Note
Tenanting is not supported on systems with:
• Networked or clustered configurations
• Resiliency
• Hot Desking.
In addition, IP trunks are not tenantable resources.
Some tenants may be allowed to access only specific trunks. ARS checks the tenant
interconnection table to verify if a caller may access a particular trunk. If the first choice trunks
are not available to a particular tenant, the system skips them and takes the next choice trunks
instead. The system automatically searches available trunks from first choice to last choice as it
attempts to find a free trunk.
• Each tenant can have its own MOH source.
• Callers placed on hold will receive the MOH of the tenant of the call holder.
• External callers placed on hold by an attendant will receive the MOH of the tenant to which
the DID number or answer point is assigned.
• Hunt groups may contain members from multiple tenants.
• Group page, call park, and other similar features function for all sets independently of tenant
assignment.
• Calls cannot be forwarded or rerouted to a set in another tenant unless both tenants in
question have permission to call each other. This also applies to campon, trade, conference,
intrude, callback and other similar features.
Tenanting
Programming Tenanting
In the License and Option Selection form:
• Set Tenanting to Yes.
• Enter your new password.
B-7
In the Tenanting Assignment form, program the information for each tenant. All inter-tenant
connectivity is restricted except as defined under Permissions Granted.
For each device and trunk not in the landlord group, enter the tenant number in the appropriate
form:
• Analog Trunk Assignment
• DNI Console Configuration
• IP Console Configuration
• Single Line DNI Set Configuration
• Single Line IP Set Configuration
• Multiline DNI Set Configuration
• Multiline IP Set Configuration
• Wireless Phones IP Set Configuration
Tenanting
B-9
Programming Music on Hold

In the Tenanting Assignment form:
• In the Audio Source list, select one of the following:

| Default, for system MOH source
| Embedded, for tenant-specific embedded MOH source
| External, for tenant-specific analog or digital MOH source
• If you selected an embedded music source, select the audio source ID assigned to the
tenant.
• If you selected an external music source, enter the Directory Number of the source assigned
to the tenant.
Tenanting
Maintenance
The CP SERVICE DAY/NIGHT1/NIGHT2 maintenance command will put the default tenant into
the specified day/night service. Other tenants defining Tenant 1 as night service leader will be
affected the same way.
The new LOCATE TENANT 1-n | ALL command will list the names and status of the tenant
numbers specified.
B-11
; Lab 1 – Programming a Tenant

A 3300 ICP controller will be used at an office with two tenants. A single attendant console will
be responsible for answering all incoming calls for both tenants.
• System Administration > System Options > Tenanting Assignment form.
Configuration form.
• System Configuration > Trunks > Analog Trunks > Loop Start/LS-GS > Analog Trunk
Assignment form.
• System Configuration > Devices > Consoles > Attendant Softkey Assignment form.

Assignment form.
• System Configuration > Trunks > Analog Trunks > Loop Start/LS-GS > Trunk Service
Assignment form.
1 In the Tenanting Assignment form, program

tenant numbers 2 and 3 to be occupied.
2 In the Multiline IP Set Configuration form,
program two of your sets as Tenant 2 and two as
Tenant 3. Leave the Attendant Console as
Tenant 1.
3 Ensure that Tenant 2 cannot call Tenant 3 sets.
4 Ensure that Tenant 3 cannot call Tenant 2 sets.
5 In the Analog Trunk Assignment form, program
the first two Loop Start trunks as Tenant 2 and
the second two Loop Start trunks as Tenant 3.
6 Ensure that Tenant 2 sets cannot call out on
Tenant 3 trunks.
7 Ensure that Tenant 3 sets cannot call out on
Tenant 2 trunks.
8 In the Attendant Softkey Assignment form,
program a softkey as the trunk answer point for
Tenant 2 and a second softkey as the trunk
answer point for Tenant 3.
9 In the Telephone Directory Assignment form,
program a label for the two softkeys in the
Telephone Directory.
Tenanting

10 In the Trunk Service Assignment form, program the
Tenant 2 softkey as the answer point for the first two
Loop Start trunks and the Tenant 3 softkey as the
answer point for the second two Loop Start trunks.
11 Call in to the 3300 ICP on a Tenant 2 trunk. Which
softkey rings on the Attendant Console?
12 Call in to the 3300 ICP on a Tenant 3 trunk. Which
softkey rings on the Attendant Console?
13 Allow each tenant to control their Day/ Night 1/ Night
2 operational mode.
14 Change Tenant 2 into Night service. Did this affect
Tenant 3?
B-13
Questions
1. When phones are configured as Tenant 1, who can change their day/night status?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
2. Tenant permissons control callers from using other tenant resources at certain times of
the day.
a. True
b. False
Intercept Handling
Objectives
C
When you finish this module, you will be able to use Intercept Handling.
C-2 Intercept Handling_rev4.doc

Intercept Handling
Intercept Handling
Intercept handling lets the system control what happens to a call when it cannot be completed to
the required destination.
Intercept handling treats user-generated error conditions in two ways:
• Presents dial tone or reorder tone
• Reroute to the directory number of an extension, attendant console, hunt group, or

Recorded Announcement Device (RAD)
C-3
By default, the system sends reorder tone to every intercepted call. Each error condition can be
treated individually. For example
• A toll denied call is intercepted to reorder tone
• A call to an attendant in night service is intercepted to a RAD
• An invalid account code returns dial tone allowing additional attempts at entering a correct
account code
Programming Intercept Handling

In the Intercept Handling Assignment form:
• Select an Intercept Number.
• For each error condition, change the tone or enter a directory number as required.
Note
Because most callers do not need to receive anything more than a reorder
tone, it’s a good idea to leave the first instance of the Intercept Handling form
in its default condition.
In the Station Service Assignment form, assign an Intercept Number to each directory number.
In the Trunk Service Assignment form, assign an Intercept Number to each Trunk Service
Number.
Note
Trunks should have different intercept numbers than phones so that internal
and incoming calls are treated differently.

Intercept Handling
Extension 1001 will ring extension

1005 if the user dials 0 while the
system is in night mode.
It will ring extension 1000 if the user
violates ARS toll restrictions.
C-5
This phone will ring extension 3300 if the user

dials 0 while the system is in night service. It will
ring extension 3000 if the user violates ARS toll
restriction.

Intercept Handling
; Lab 1- Changing Intercept Handling
• System Administration > Call Handling > Exception Handling > Intercept Handling
Assignment form.
• System Configuration > Devices > IP Telephones > Multiline IP Sets > Station Service
Assignment form.
1 In the Intercept Handling Assignment form,

modify an intercept instance to reroute calls to one
of your extensions when the attendant is dialed
while the system is in night service. It is
recommended that the default intercept number
one not be changed. Ensure that the call to the
attendant cannot be completed, including going to
voice mail via call rerouting rules.
2 Modify the same intercept instance to reroute calls
to one of your attendants’s softkeys for:
• Dial an unassigned (non-existent) directory
number
• Dial a directory number that is Out of Service
3 Assign the Intercept Number to a one of your sets.
4 Verify your Intercept Handling programming from
the designated set.
C-7
Questions
1. How would you route internal callers to a recording with a warning message whenever
they attempt to make restricted outside calls?
Form: ______________________________________
Form: ______________________________________
Intercept Reason: ____________________________
2. A user dials the “Verified Account Code” feature access code, and immediately receives
reorder tone. What reason would this fall under?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________

Traffic Reporting
Objectives
D
When you finish this module, you will be able to control and generate traffic reports.
D-2 Traffic Reporting_rev4.doc

Traffic Reporting
Traffic Reporting
Traffic reports are used to measure the maximum number of system resources used at one time
versus the total number of resources available.
Dynamics of Traffic
System traffic is dynamic, consisting of peaks and lulls. By measuring system traffic, you can
determine the pattern of usage and adjust your resources accordingly. Insufficient resources
result in degraded services. Excess resources are expensive.
System traffic shown in a graph format illustrates traffic fluctuations. This example graph
illustrates the number of call attempts made on a trunk group for the duration of one day. The
demand ranges from two call attempts to 35 call attempts and indicates that the trunk group
receives the heaviest demand during the peak hours from 2:00 to 2:30 PM.
Controlling Traffic Reports

The system generates traffic reports at regular intervals or reporting periods. The periods may
be 15, 30, or 60 minutes each. These periods exist in a time slot. The system fits as many
consecutive reporting periods into the time slot as it can. In the illustration, the time slot is 2
hours long. The reporting periods are 30 minutes each, so the system will generate 4 traffic
reports within the 2 hour time slot.
D-3
Use the Traffic Options Assignment form to control the traffic report.
The default usage units

for the report will be in
Erlangs.

Traffic Reporting
For an actual traffic report on Trunk Group Usage, see the following example.
This number represents the total

number of times this field was
successfully accessed during the period
indicated on the report.
Trunk Groups
Outgoing Trk Trunk Group Usage Maximum
Group Number Label Peg (CCS) Busy Peg In Use/Avl.
3 E&M TRUN 85 23.07 61 3/ 4
20 CEPT 53 7.11 70 1/ 1
22 T1/D4 E& 0 0.00 75 0/ 1
24 LOOP TRU 26 3.17 75 0/ 1
28 CO TRUNK 51 7.15 81 1/ 1
1 0 0.00 0
2 0 0.00 0
4 0 0.00 0
------ -------- ------
215 40.50 362
Trunks
Trunk Peg Usage In Peg Usage Out
Number Label In (CCS) Out (CCS) This number represents the number of
1 E&M TRU 1 0.33 32 7.74 times a call could not seize a trunk in the
6 XXXX E&M TRU 0 0.00 45 0.02 group due to a busy condition. If the trunk
14 E&M TRU 31 8.92 0 0.00
group is part of an ARS Route List, the
32 BBBB E&M TRU 0 9.03 0 0.00
60 LOOP TR 65 8.34 0 0.00 busy peg will reflect a count which applies
123 CEPT 0 0.00 53 7.12 to busy conditions encountered while
200 CO TRUN 0 0.00 51 7.16 scanning the Route List.
3 0 0.00 0 0.00
4 0 0.00 0 0.00
7 0 0.00 0 0.00
------ -------- ------ --------
97 26.32 181 22.0
D-5
; Lab 1- Generating a Traffic Report
• System Administration > System Options > Traffic Options Assignment form.

1 In the Traffic Options Assignment form:
• Program a 15 minute time slot - to start in 15
minutes (or later)
• The system should generate a report in 30
minutes
• Traffic units should be CCS
• The traffic report file should NOT print as soon
as the system generates it
• The system should store up to 10 traffic files
• The reports should include Routes, Trunks and
Attendant Consoles
2 Wait for the reporting period to begin. Confirm
traffic collection is working with the TRAFFIC
STATUS maintenance command.
3 Make and answer several calls.
4 Generate, Answer, and Abandon calls to and from
the Attendant
5 When the period is over, use the TRAFFIC FILES
command to list the traffic files stored in the
system.
6 Then use the TRAFFIC PRINT command to print
the files.

Traffic Reporting
Traffic Options Assignment - Part 1 Traffic Options Assignment - Part 2

Sections to Include In Traffic
Option Value Value
Report
Time Slot 1 Active (Yes/No) Route Plans (Yes/No)
Start Time 1 (hh:mm: or blank)
Stop Time 1 (hh:mm: or blank)
Time Slot 2 Active (Yes/No) Route Lists (Yes/No)
Time Slot 3 Active (Yes/No) Routes (Yes/No)
Time Slot 4 Active (Yes/No) Trunk Groups
Time Slot 5 Active (Yes/No) Trunks (Yes/No)
Time Slot 6 Active (Yes/No) Links (Yes/No)
Period Length (15, 30, or 60 Groups of Links (Yes/No)
minutes)
Usage Units (Erlangs or CCS) Channels (Yes/No)
Autoprint (Yes/No) DTMF Receivers (Yes/No)
Max. No. of Traffic Files (0 to 10) Data Transceivers (Yes/No)
Modem Groups (Yes/No)
Data Station Groups
(Yes/No)
Attendant Groups (Yes/No)
Attendant Consoles
(Yes/No)
Attendants (Yes/No)
D-7
Questions
1. What is the relation between Time Slots and Periods?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
2. Can more than one time slot have “Time Slot Active” set to YES at the same time?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
3. Can their times overlap?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
4. What command would you use to list the traffic files that are stored in the system?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
5. What command would you use to print a particular traffic report?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________

Account Codes
Objectives
E
Program and use Account Codes to change the COS and the COR for a call.
Program and use Account Codes to record calls in billing records.
E-2 Account Codes_rev4.doc

Account Codes
Account Code Types
Account codes allow you to access features that are normally not available at a phone. Before
making a call, enter an account code to change the COS and COR privileges at any phone.
When you hang up, the phone returns to its original operating parameters.
SMDR can track the use of account codes for billing purposes. Account codes can also be
reported in internal SMDR logs.
The five types of account codes are:
• Verified Account Codes
• Non-Verified Account Codes
• System Account Codes
• Default Account Codes
• Forced Account Codes
Verified Account Codes

Verified account codes allow access to certain features normally not available at a phone. For
example, making long distance calls from a phone that does not normally allow this type of call.
With verified account codes, you can change the COS and COR at any phone. When you enter
a valid account code number, the system assigns the phone the COS and COR associated with
that account code. This is also known as Travelling Class of Service and Class of Restriction.
Verified account code numbers can be tracked in SMDR.
Non-Verified Account Codes

Non-verified account codes let you enter codes on the SMDR record for billing and call
management purposes. For example, a law office can use non-verified account codes to keep
track of the amount of time a lawyer spends on the phone with specific clients. During a call, you
can enter non-verified account codes as often as needed. The system accepts any number as a
non-verified account code.
System Account Codes

System account codes are automatically outpulsed by the system when outgoing calls are made
on specialized carrier trunk circuits. When a user makes a call on one of these circuits, the
system account code is automatically outpulsed by the system and used by the carrier to
validate and record details of the call.
E-3
Default Account Codes

Default account codes are entered automatically by the system each time a user dials an
external number.
Forced Account Codes

Forced account codes must be entered before a call can be made. There are two types:
• Verified
• Non-Verified

Account Codes
Changing Phone Privileges With Traveling COS and COR
Using verified account codes, a company may want to provide some employees with access to
long distance calls and certain phone features. Verified account codes allow the user to change
user privileges on phones that normally do not have access to long distance calls or specific
phone features. As soon as a user hangs up after using the account code, the set returns to its
normal condition.
In this example, sales people must enter a verified account code before dialing a long distance
number in order to track and bill the calls. A user who enters the verified account code number
123456789012 will assume the characteristics of COS 1 and COR 6.
Planner
_______________________
Extension _______1002____________
Numbers _______1003____________
_______________________
COS Number for
Sets
3
Feature Access **3

Code for
Account Code
Verified
(Independent) COS Number COR Number
Account Codes
123456789012 1 6
210987654321 1 4
888777666444 1 3
E-5
Programming the Changing of Set Privileges

These are programming form examples.
The system will

only accept Verified
Account Codes if
the code is in the
Independent
Account Code
Definition form.
COS 1 ensures that

the external calls
are recorded in the
SMDR records.
COS 3 allows the

set to dial a Verified
Account Code.
This FAC precedes the

Account Code number.

Account Codes
; Lab 1 - Changing Set Privileges
Create an independent account code that allows you access to long distance calls from a
single-line telephone that is restricted from placing this type of call.
In this lab, you will be using the System Administration > System Options > Independent
Account Code Definition form.

Planner
_______________________
Extension _______________________
Numbers _______________________
_______________________
COS Number for
Sets
Feature Access
Code for
Account Code
Verified
(Independent) COS Number COR Number
Account Codes
1 In the Independent Account Code Definition

form, create an independent account code, such
as 123456, that allows you to dial long distance
calls.
2 From a single-line telephone complete a simulated
long-distance call.
E-7
Tracking and Billing Calls
A customer may want to include account codes in SMDR records to record incoming and
outgoing calls for billing or call management purposes. For example, a law or accounting office
may want to bill clients who call for consultation. To do this, the SMDR record for the system
needs to include not only the telephone number of the phone that receives the call, but also an
account number to identify the customer.
If the customer wants to bill clients for consultation, they can assign an account number to each
client. When a client calls for a consultation, the consultant simply enters the account code
number of the customer while the call is in progress. The account code number creates an
SMDR record that includes the telephone number of the phone that receives the call, and the
account number that identifies the customer who called.
Account codes used for billing or management purposes change as client’s change and are not
verified by the 3300 ICP. These non-verified account codes can be programmed as either
forced or not forced.
• A Non-Verified Account Code - Not Forced is entered during a call.
• The Non-Verified Account Code - Forced is entered at the beginning of the call. After the
user dials the external number, the system returns dial tone and does not extend the call
until the user enters an account code. This feature is useful when a law or accounting office
wants to make sure calls made on behalf of clients are always captured in the SMDR
records.

Account Codes
Non-Verified Account Codes - Not Forced

In this example, a law office wishes to track and bill a client who calls into the system.
The system must be programmed to include Non-Verified Account Codes - Not Forced in its
SMDR records for all incoming and outgoing calls.
Planner
____1002_____
____1003_____
Extension Numbers
____1004_____
_____________
SMDR Options Assignment
Report Account Codes Yes

Report Incoming Calls Yes
Report Outgoing Calls Yes
Class of Service Options Assignment
Class of Service Number 11

Forced Non-Verified Account No
Code
Non-Verified Account Code Yes
SMDR - External Yes
Feature Access Code Assignment
Non-Verified Account Code **4
E-9
Programming Non-Verified Account Codes - Not Forced

This adds Account

Codes to the SMDR
records.
These create
SMDR records for
both incoming and
outgoing calls.
This allows users to

enter one or more
Non-Verified
Account Codes
during a call.
This FAC precedes the

Account Code number.

Account Codes
; Lab 2 - Tracking and Billing Calls Using Non-Verified

Account Codes - Not Forced
Create incoming and outgoing call records for your system. The records must include Non-
Verified Account Codes - Not Forced.
• System Administration > System Options > Independent Account Code Definition form.
Reference
Help > Contents > Features Reference > Features A to B > Account Codes-
Verified and Non-Verified

Planner
_________
_________
Extension Numbers
_________
_________
Report Account Codes

Report Incoming Calls
Report Outgoing Calls
Class of Service Number

Forced Non-Verified Account
Code
Non-Verified Account Code
SMDR - External
Feature Access Code Assignment
1 Complete the system programming using the required forms.

2 Generate incoming and outgoing call records.
3 Verify the call records that include Non-Verified Account Codes.
E-11
Forced Account Codes
There are two types of Forced Account Codes:
• Verified
• Non-Verified
With forced verified account codes, you must enter the account code as soon as the phone
goes off-hook and before you dial a telephone number.
With forced non-verified account codes, you must enter the account code after you dial the
telephone number.
Forced Verified Account Codes

Forced verified account codes must be entered every time you make a call. The system will not
give you access to any call processing functions, including dial 0, until it has received a valid
account code number.
Caution
Forced verified account codes restrict the use of the phone, but users must be
able to dial emergency numbers. DO NOT enable the forced verified account
code feature in the COS form for any telephone. The ONLY time you might
want to use forced account codes is for certain DISA applications.
Forced Non-Verified Account Codes

Forced non-verified account codes numbers are used to ensure calls made on behalf of clients
are captured in SMDR records. You must enter an account code after you dial the phone
number.
You can program the system to avoid entering a forced non-verified account code number when
making a call. For example, you could dial a leading digit, such as 8, to make a call without
entering an account code, and dial another leading digit, such as 9, to make a call that requires
an account code.
In this example, a law office wishes to track and bill calls made on behalf of clients. The system
must be set-up to include forced non-verified account codes in their SMDR records for incoming
and outgoing calls.

Account Codes
Planner
____1002_____
____1003_____
Extension Numbers
____1004_____
_____________
Report Account Codes Yes

Report Incoming Calls Yes
Report Outgoing Calls Yes
Class of Service Number 12

Forced Non-Verified Account Yes
Code
Non-Verified Account Code No
SMDR – External Yes
Route Assignment
Route Number 1
Route Type Non-Verified
Account
E-13
Select Non-Verified Account for

a route that requires a Forced
Non-Verified Account Code.

Account Codes
; Lab 3 - Tracking and Billing Calls Using Non-Verified

Account Codes
This lab is optional. In this lab, you will be using the:
• System Administration > System Options > Independent Account Code Definition form.
Reference
Help > Contents > Features Reference > Features A to B > Account Codes-
Verified and Non-Verified

Planner
_____________
_____________
Extension Numbers
_____________
_____________
Report Account Codes

Report Incoming Calls
Report Outgoing Calls
Class of Service Number

Forced Non-Verified Account
Code
SMDR - External
Route Assignment
Route Number
Route Type

1 Complete the system programming using the required forms.
2 Generate incoming and outgoing call records.
3 Verify the call records that include Non-Verified Account Codes.
E-15
Account Code Length
The maximum and default account code length is 12 digits. The minimum is two. If you use an
account code that is less than 12 digits long, use # at the end of the digit string. The # sign
signals to the system that there are no more digits to come and it makes it more difficult for
hackers to crack the account code.
Fixed Length Account Codes

Verified and non-verified account codes can be a fixed length, between 2 and 12 digits.
• Fixed length account codes are automatically submitted to the system when you enter the
correct number of digits.
• Fixed length account codes do not work unless the optional Advanced Analog Networking
feature package is enabled on the system.
• The Fixed Account Code Length is entered in the COS Assignment form.

Account Codes
Default Account Codes
Default account codes are entered automatically by the system each time a user dials an
external number. Account codes may be used to segregate groups in SMDR for billing
purposes.
Conditions
• More than one station can be assigned the same default account code.
• If you enter an account code, it replaces the default account code on the SMDR record.
• A maximum of 225 default account codes may be programmed.
Programming
• Program account code numbers in the Default Account Code Definition form.
• Enter the associated account code index numbers in the Station Service Assignment form.
E-17
Questions
1. Which type of Account Code allows a user to change the programmed COS and COR of
a phone?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
2. A law office wants their 3300 ICP to accept only a predefined set of Account Code
numbers. Into which form in the system’s database would you enter the set of Account
Codes?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
3. Which form allows you to change the Account Code length?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
4. What could a lawyer do to make the system automatically record a particular Non-
Verified Account Code whenever a call is placed to client X?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________

High-End Sets
Objectives
F
Program the 5330 and 5340 IP phones

Use the PC Companion Tool to program changes to the 5230 and 5340 IP
Phones.
Program the Navigator IP Phone and Task Bar
Identify the Mitel 5560 IPT
Identify the Mitel 5302 SIP phone
Identify the Mitel Cordless Module, handset and headset
Identify the Mitel Wireless LAN Stand (WLAN) and the Mitel Gigabit Ethernet
Stand (GigE)
F-2 High-End Sets_rev4.doc

High-End Sets
5330 and 5340 IP Phones
5330 and 5340 IP phones come with large graphic displays and 24 or 48 customizable soft-
labeling keys respectively. They come equipped with wideband audio handsets (7 kHz) making
them acoustically superior. These phones provide power conservation, operating at significantly
reduced power consumption.
Both phones support Mitel's new GigE and WLAN stands as well as conference units and the
Line Interface Module (LIM) that provides E-911 emergency dialing and survivability using the
PSTN. They also support Mitel’s proprietary MiNet and SIP protocols, as well as teleworker,
Automatic Call Distribution (ACD) and Hot Desking.
5330 IP Phone
• Large graphics display (160 x 320)
• 24 programmable, multi-function, self-labeling keys, provided in 3 pages of 8 keys each.

Keys can be used for speed dialing, line appearances, and/or feature access
• Wideband audio ready – ships with a wideband handset (7 kHz) standard
• Peripherals and modules supported are:

| Line Interface Module
| IP Conference Unit
| Wireless LAN Stand
| Gigabit Ethernet Stand
F-3
• 12 fixed function keys:

| Hold
| Applications
| Message
| Speaker
| Mute
| Transfer / Conference
| Redial
| Cancel
| Volume/Ringing/Contrast Up & Down
| Previous/Next Page
• Three context-sensitive softkeys for intuitive feature access
• Handsfree speakerphone operation in full duplex
• Dual port IP phone with a 10/100 Mb integrated Ethernet switch
• Language Support:
| English
| French
| German
| Italian
| Portuguese
| Spanish
| Dutch
• 802.3af power compliant IEEE Standard
• Supports IEEE 802.1p/q for Voice Quality of Service
• Designed for power conservation

High-End Sets
5340 IP Phone
The 5340 has the same features as the 5330, except:
• 48 programmable, multi-function, self-labeling keys, provided in three pages of 16 keys

each. Keys can be used for speed calls, line appearances, and/or feature access
• 13 fixed function keys, same as the 5330, plus a Home Key
• Six context-sensitive softkeys for intuitive feature access
• The 5340 IP Phone supports the following Line Appearance features on the first 24
programmable keys only: Single Line, Key System Group, Multicall Group, Call Announce
Line, Threshold Alert, Specific Group Alert, DSS Busy Lamp, Secretarial, and Message
Waiting Indication
F-5
Personal Keys for Features and Applications

When assigning feature keys, you will find that there are two lists to choose from:
Features, which include:
• Speed Call
• Music
• Night Answer
• Account Code Verified
• Account Code Non-Verified
• Hot Desking
• Phonebook, etc.
Applications, which include:
• Applications List, a single key access to a group of applications
• People, which is a contact list
• Call Forwarding
• Conference Unit
• Launch PC Application
• Help
• Settings
• Call Info
• Call History
• Visual Voicemail
To set up call forwarding, you must assign the Call Forwarding Application to a feature key and
then create and activate a call forwarding profile.
Assignable HTML Applications

HTML applications can be created by third parties and installed in the 3300 ICP. These
applications can then be assigned to programmable line keys of the sets. When activated by a
single key press, these applications run in the display of the sets.

High-End Sets
HtmlAppUpgrade Maintenance Command

Use the HtmlAppUpgrade command to upgrade the 3300 ICP, and subsequently the IP phones,
with the most recently installed HTML applications.
These applications can be assigned to programmable keys of the 5330 and 5340 IP sets.
The following procedure will cause the apps to be upgraded on the phone.
• Run the System Administration Tool on the 3300 ICP.
• Select Maintenance and Diagnostics, then Maintenance Commands, then All.
• In the Command text box enter the command: HtmlAppUpgrade
Float Keys on the 5340 IP Phone

Float keys are used to display designated ringing lines of keys that would otherwise be hidden
on one of the phone’s application pages. Program the float keys as a mirror of any of the lines
programmed on the 48 programmable keys. Once a float key has a call presented to it, it
reflects the ringing or hold states of those lines and allows you to access those lines without
having to navigate to the pages where those keys may be displayed.
Any answered floating line remains floating for the duration of the call, regardless of the manner
in which it was answered. The float keys replace the right-hand softkeys of redial, messaging,
music, and transfer/conference.
You can set up more than three lines to float. As lines ring, they get placed into a queue which
will display the first three in the float key area. If there are more than three lines configured to
float, as float key positions are freed up, the next lines in the queue get displayed. The labels of
the float keys are presented in reverse video. The locations of the float keys are shown below.
F-7
Only the following line types are supported for float keys:
• Single Line
• Key System
• Multicall
Enable or disable the float keys by selecting Float Keys in the phone's Settings application.
When disabled, the float settings are ignored and the user gets the three right hand softkeys
back. In a resilient configuration, float keys are supported when the 5340 IP Phone is on its
secondary controller. Once enabled, you will have to program float settings for each line.
To enable float key behavior:

1. Press the Application fixed function key.
2. Press Settings.
3. Press Float Keys.
4. Press Enable
5. Press Save
To edit float key behavior:
1. Press the Application fixed function key.
2. Press Settings.
3. Press Programmable Keys.
4. Press the line key you want to appear on a Float Key.
5. Select a float option from the list. Available options are:
| Do Not Float
| Float Immediately
| Float after [5 – 60] seconds.
6. Press Save.
7. Press Close to exit the Settings application

High-End Sets
The Desktop Tool supports the 5330 and 5340 IP Phones.
F-9
Navigator
The Mitel Navigator is a full-featured, dual port, dual mode telephone that provides voice
communication over an IP network.
The Navigator Task Bar application is installed on your PC. Download the Navigator Task Bar
from MOL. Follow the directions included in the Navigator Task Bar Release Notes to associate
the Task Bar with your Navigator phone.
The Navigator Task Bar is supported on Windows 2000, 2000 Professional and XP operating
systems. Select a feature key and the edit menu is displayed.

High-End Sets
5560 IPT
The Mitel 5560 IPT is a financial trading telephone that provides:
• Simultaneous access to two active calls
• Separate connections and separate audio channels for two handsets or headsets
• Left and Right hardkeys for switching between the active calls on the left and right handsets
or headsets
• Support for either IP or SIP protocols (Dual Mode)
• Common dial pad
• Two large displays, one for each handset
• Two Ethernet connections, with only one active
• 96 self-labeling programmable keys
• Three softkeys for each side
• Embedded phone applications that help traders work more efficiently.
• The Manual Ringdown (MRD) feature used with the Voice Trader Application Platform
(VTAP) provides hotline-type connection without dialing between 5560 IPT Turret devices.
Set to Yes in the Digital E&M Trunk Circuit Descriptor Assignment form.
The left side of the 5560 IPT is designated as the master; the right site is the slave. You can
configure a 5560 IPT with resiliency.
F-11
Float Keys
The 5560 IPT has six float keys. The float key area consists of the screen area associated with
three float keys on each display. Traders tend to work in groups, which makes them responsible
for covering each other lines.
To eliminate the step of having to select a hidden page to answer someone else’s incoming call,
six buttons are dedicated to act as floating keys. These floating keys only display ringing lines
that have gone unanswered at the intended 5560 IPT, but may be on one of your hidden pages.
Keys 1 to 48 are on pages displayed on the master screen while keys 49 to 96 are located on
pages displayed on the slave screen.
The float keys display the state of up to six floating lines. They are essentially mirrors of ringing
lines programmed on the 96 programmable keys. They allow the user to access the lines using
the float keys rather than having to switch to the page that the ringing line is on.

High-End Sets
Any floating line will automatically float to the first available float key, prioritized from 1 to 6,
starting with float key 1. The first line that floats will be displayed on float key 1, the second line
that floats will be displayed on float key 2, and so on.
A float key is in use from the time a floating line is assigned to it until the floating line goes idle,
or is answered by another phone. When a floating line is answered on the 5560 IPT, the line
continues to appear on the float key. If the floating line is answered using the programmable
key, it will still appear on the float key.
As a float key goes idle, the text area is cleared and taken over by the next call in queue. As
float keys are selected, the info area displays call control information.
When a 5560 IPT has more than six incoming calls on line keys programmed as floating, these
calls will ring on the respective pages until a float key is available.
The area normally occupied by the float key area cannot be taken over by an application or
temporarily by a dialog prompt.
Float keys are displayed using reverse video for the key labels. The float keys only appear when
they are active. If they are not active the screen is blank in that location.
Resiliency
All 5560 IPT master/slave device pairs must be configured for the same primary/secondary
ICPs. A 5560 IPT with associated master/slave works as an integrated device and the
master/slave sides must register with the same ICPs. The 5560 IPT will not come into service if
the master/slave DNs are not configured for the same ICP.
For 5560 IPT resiliency:
• You must configure the 5560 IPT master and slave DNs with the same primary and
secondary controllers through OPS Manager.
• System Data Synchronization (SDS) must be enabled to share User and Device Data at the
Resilient Pair scope. After you enable sharing, SDS shares the DN entries in the 5560 IPT
Master/Slave Association form between the primary and secondary controller.
From a programming perspective, the 5560 IPT consists of two separate phones in a single
console. One phone is designated as the master and the other the slave.
Use the Multiline IP Set Configuration to program each of these phones as a 5560 IPT device
type, each with a different directory number.
Calls to either directory number will ring the 5560 IPT, but use only one of the DNs as the
published contact number.
Each phone has its own MAC address printed on the underside of the 5560 IPT.
Any feature key programming or application settings that the user configures on the master
phone are automatically copied to the slave phone, ensuring that the phones function
identically.
F-13
Do not assign directory numbers or features to the programmable key of the slave directory
number. After the master and slave register with the controller, the 5560 IPT synchronizes the
key programming from the master phone to the slave phone.
Any programming key changes that the administrator makes to the master directory number
through the Multiline IP Set Configuration form are synchronized with the slave DN by the 5560
IPT application.
Use the 5560 IPT Master/Slave Association form to associate the DN of the master phone with
the DN of the slave phone.

High-End Sets
5302 SIP Phone
The 5302 SIP Phone is an entry-level, two-line, dual-port telephone that interfaces directly to the
3300 ICP using Session Initiation Protocol (SIP) protocol. The phone provides:
• Three fixed feature keys

| Hold
| Redial
| Transfer
• Four programmable keys
• Supports for G.711 and G.729 compression.
F-15
Programming
License and Option Selection Form

Ensure that the SIP user licenses are available. 5302 IP phones require a SIP User
license and a Device license.
Program the Class of Service, Interconnect Restriction, and Intercept Handling forms.
Ensure that either Call Forward No Answer (CFNA) or system rerouting is programmed
for SIP phones. This ensures that calls receive predictable behavior because the 3300
ICP may not always be aware of the SIP device state due to the nature of the SIP
protocol.

Complete the Device Type, Directory Number, Login PIN, Confirm Login PIN,
Interconnect Number, and Tenant Number fields.
• The device type must be 5302 IP Phone.
• The 5302 SIP Phone is initially provisioned with a single line. A second line, with the
same DN as the first line, can be added using the Multiline Set Key Assignment form.
• The Login PIN is the SIP authentication password value that the set uses during
registration. The set uses the DN as the login username.
If a telephone directory name is not programmed, the system will default to the SIP
display name programmed in the set. For the 5302 IP Phone, the display name cannot
be provisioned in the phone and defaults to the username, which is the DN of the device.
You should always add an entry and provide a name for these devices in the Telephone
Directory Assignment form.
The 3300 ICP, as a SIP registrar, will expect these values from the set.
The 5302 IP Phone does not support resiliency through re-homing to a secondary 3300
ICP controller.
Multiline Set Key Assignment Form

Program the Feature keys as required.

High-End Sets
Cordless Handset and Headset
The cordless module and cordless accessories allow the user limited roaming capability similar
to that offered by a consumer cordless phone while communicating over the phone.
The accessories are targeted at the typical knowledge worker and are not intended to be a
solution for mobile workers who are typically roaming throughout the corporate campus.
The accessories are a cordless handset and a cordless headset.
Cordless module
pairing button
Cordless handset charging

cradle power cable
F-17
Feature Function
Cordless Module Attached to the back of the phone, the module contains an LED
indicating that a cordless device is in use. It also indicates the state of
pairing between the module and a cordless device.
Cordless Headset Cordless hands free operation for calls. If you are using the cordless
headset, you do not need to use the handset.
Cordless Headset Provides power to recharge the cordless headset battery.
Charging Cradle
Cordless Handset Provides power to recharge the cordless handset battery. Replaces
Charging Cover the cover supplied with the phone for corded handsets.
Cordless Handset Cordless operation for handset calls. You can transfer from the phone
handset to the cordless headset at any time.
Cordless Module Initiates pairing between the Cordless Module and a cordless handset
Pairing Button or headset accessory.
Cordless Headset Connects to the Cordless Module to provide power to the headset
Charging Cradle recharging cradle.
Power Cable
Cordless Module
The cordless module provides the cordless base station for a number of cordless accessories
and is installed by a qualified Mitel VAR/Dealer within the standard option module compartment
on the back of the 5330 and 5340 phones.
It provides the interface between this base station and the Mitel phone that is housing it.
Following are the accessories currently supported by the cordless module:
• Cordless Handset
• Cordless Headset
The cordless module and charging of all cordless accessories is powered by the phone without
requiring any addition power adapters. The phone is 802.1af POE compliant with the module
and all charging cradles installed and accessories charging.
The cordless handset and headset are paired with the cordless module during installation so
that they cannot be used with a module in another set. This keeps a user roaming around from
picking up calls on someone else’s phone.
The cordless module provides an LED indicator that indicates whether any accessories are
paired with it or not. This indicator is also used to provide feedback during the pairing process.

High-End Sets
The cordless module installed on the telephone set has a blue LED that indicates the following
states:
Blue LED Function

Solid Audio is active between the module and either the handset or
headset.
Blinking Pairing mode is active.
Off No audio is active.
Solid for 2 seconds Pairing is successful.
Cordless Handset
The cordless handset frees the user from being tethered to their desk while on the phone. The
cord on the handset is eliminated allowing the user limited mobility. Another key value is
availability, in that it allows users to answer their phone while away from their desk making them
more available to callers.
The handset is an accessory that is purchased separately from the phone and installed in the
field. Charging contacts are added into the handset cradle to accommodate the cordless
handset. It replaces the existing corded handset that comes standard with the phone.
The user can plug their corded handset back into the phone and use it instead of their cordless
handset in the event they lose their cordless handset or it breaks. The user may use a corded
headset in conjunction with the cordless handset. The functionality of the headset/cordless
handset is the same as with the headset/corded handset.
The cordless handset contains a rechargeable battery. The cordless handset provides audible
ringing indication and provides four control buttons:
• Hookswitch
• Volume Up
• Volume Down
• Mute
The user can answer an incoming call by either lifting the handset out of the handset cradle or
by hitting the hookswitch button on the handset. The user can hang up a call by hitting the
hookswitch button on the handset or by placing the handset back into the handset cradle.
If the handset is taken out of the cradle, which causes the phone to go off-hook, and the user
then hits the hookswitch button on the handset, the phone will go back on-hook even though the
phone’s physical hookswitch is in the off-hook position.
While the phone’s physical hookswitch is in the off-hook position, the handset’s hookswitch
button will toggle between on-hook and off-hook each time it is pressed the phone’s physical
hookswitch is placed back in the on-hook position.
F-19
When the phone’s physical hookswitch is in the on-hook position, the handset’s hookswitch
button will be ignored.
The phone’s cancel key functions in the same manner as it does for the corded handset.
Pressing the cancel key after the handset has gone off hook initiates a new call.
The cordless handset has two LEDs that indicate the following states. Blinking is when the LED
is on and off for equal amount of time. Winking is when the LED is on for a short period of time
and off for a longer period.
LED Color LED State Indicates

Blue Solid Handset is muted
Blinking Handset is in pairing mode
Winking Active audio path between Handset and Module
Off No audio path between Handset and Module OR
Handset is idle OR
Active link with no audio signal OR
Battery is dead
Green Solid Battery is fully charged
Blinking Battery is charging
Off When handset is cradled, indicates battery is not charging.
Alerting Tones
The cordless accessories provide the following alerting tones:
Feature Function
Mute ON/OFF 2-pitch tone. Initial tone occurs 30 seconds after
activation and then regularly until deactivated.
Low battery, within 3 beeps and 20 second pause
10 minutes left
Low battery, within 2 3 rapid beeps and 1.5 second pause
minutes left
Out of range Repetitive 3-pitch tone

High-End Sets
Cordless Headset
The cordless headset delivers the same level of convenience as the corded headset in terms of
mobility but provides the added benefit of handsfree operation.
The cordless headset is primarily aimed at knowledge workers who need to be handsfree so
they can work at their computer while on the phone. The ability to answer incoming calls while
mobile is another key benefit for users such as home based call center users, where they can
answer a call while in another part of the house and walk over to their PC and access their call
center application while on the call.
When not in use, the cordless headset sits in the recharging cradle.
Lifting the headset out of the cradle on an incoming call will cause the headset to go off-hook
after a couple of seconds delay to allow the user time to place the headset on their ear before
the call is picked up. The user can also answer a call using the hookswitch button on the
headset.
The cordless headset operates in the same manner as the cordless handset. It does not require
the phone to be placed in headset mode as is the case with a corded headset.
When a Cordless Module is installed and at least one device is paired, the Auto Dial feature is
available in the Settings menu. You can program a number that is automatically dialed when a
cordless device hookswitch button is pressed.
F-21
Mitel Wireless LAN (WLAN) Stand
Mitel’s Wireless LAN Stand enables many of Mitel’s wired phones with 802.11 wireless
connectivity. The WLAN Stand operates in two modes:
• Client - enables the phone to operate in a standard WLAN environment
• Access point - provides a wireless environment for multiple Mitel IP phones and wireless
devices
The stand is ideal for customers with wiring constraints, wireless greenfield sites, temporary
locations, and teleworkers with a wireless LAN at home, among other applications and benefits.
The Mitel Wireless LAN (WLAN) Stand is a unique accessory that allows you to put your Mitel
IP phone where it’s most convenient for you, and not be constrained to the area around your
LAN or Internet connection.
The Wireless LAN Stand can act as wireless client to allow your wired Mitel IP phone to be
converted to a wireless device so it can connect to the wireless network anywhere in your
enterprise, small business or even at home.
Alternatively, the Wireless LAN stand connected to an IP phone can allow that phone to act as
an access point for up to six other wireless Mitel IP Phones. You can connect a PC to the 2nd
port of the Wireless IP phones to have wireless data access. Create your own wireless LAN in
small installations!

High-End Sets
Features
• Allows an IP Phone to operate as both a Wireless Client or an Access Point that supports
voice, data and video over a wireless network
• Operating as an Access Point, provides wireless accessibility for up to six IP Phones that
have the Wireless LAN Stand installed
• Supports both 802.11b and 802.11g wireless standards
• In Access Point Mode, supports Wireless Multimedia (WMM) for wireless voice prioritization
(QoS), and WPA/WPA2 for security on a wireless network
• Supported across a range of IP Desktop devices for greater choices
• Provides wireless data access for the PC via the 10/100 LAN port in the IP Phone
• Eliminates Ethernet cabling for wireless IP Phone clients
F-23
Mitel Gigabit Ethernet (GigE) Stand
Mitel’s Gigabit Ethernet Stand is a cost-effective solution that is designed specifically to meet
the needs of customers with high bandwidth requirements. By building the GigE interface into
the phone stand, users can GigE-enable legacy 5200- and 5300-series IP phones, rather than
replace. This enables enterprises to migrate their installed base over time, protect their
investment and offer choices and flexibility in selecting an IP phone.
Features
• Gigabit Ethernet Stand addresses the requirements of customers with higher bandwidth
needs at the desktop
• Enables Mitel IP Phones to operate in a GbE LAN (10/100/1000 Mb) environment
• Dual Port 100/1000baseT built into a phone base that attaches easily to existing Mitel IP
Phones provides capital investment protection
• Stand format easily attaches to Mitel IP Phones, leaving the module slot free for use with
Programmable Key Modules, the Line Interface Module, or the IP Conference Module
• Provides three ports:

| Gigabit Ethernet LAN port to connect to the Gigabit Switch
| Gigabit Ethernet PC port
| 10/100 MB Ethernet connection to the IP Phone
• Supported across a range of IP Desktop devices for greater choice for your customers
• Cisco Discovery Protocol (CDP) is not supported on the Gigabit Ethernet Stand

High-End Sets
Questions
1. How many personal keys are there on the Navigator?
______________________________________________________________________
______________________________________________________________________
2. What is the function of a Personal SoftKey?
______________________________________________________________________
______________________________________________________________________
3. How do you add an entry to the 5340 People application?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
4. What must be enabled in the 5235 IP Phone Class of Service for the History shutter to
provide call logs?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
F-25

Speed Calls
Objectives
G
When you finish this module, you will be able to understand Speed Call features
G-2 Speed Calls_rev4.doc

Speed Calls
Speed Calls
The system provides the end user with two different types of Speed Calls:
• Speed call keys on multiline phones
• System speed call numbers available to all users

Speed call keys allow a user to program an unused telephone key to dial a number. They can
press the speed call key to dial a number, or during a call, insert an account code or outpulse
DTMF tones.
The system administrator programs system speed call numbers. Access to a system speed call
number is available to all phones within the system.
G-3
Speed Call Keys on Multiline Sets
Speed call keys let you store and dial frequently used numbers by using the personal keys on
your IP telephone. Any personal key that is not used as a line select or feature access key can
be programmed as a speed call key. Any valid dialing sequence can be assigned to a speed call
key.
To program a speed call key on phones with a superkey:

1. Press the SUPERKEY.
2. Press the No softkey until Personal Keys appear.
3. Press the Yes softkey.
4. Press a personal key that isn't a line key.
5. Press the Change softkey.
6. Press the No softkey until the speed call feature appears, and then select the Yes softkey.
7. Enter the speed call number and press the Save softkey.
8. Press SUPERKEY to exit.

Speed Calls
; Lab 1 – Programming a User Speed Call Key
Reference
Help > Contents > Features Reference > Features S to V > Speed Call - User

1 From the phone, program a User Speed Call key The speed call key is
on one of your IP phones. Each phone type is programmed.
slightly different. Refer to the reference above.
2 Press the speed call key. The destination set will ring.
3 From the Multiline IP Set Key Assignment from, The speed call key is
program a User Speed Call key on one of your IP programmed.
phones. This was done in a previous module.
4 Press the speed call key. The destination set will ring.
G-5
Personal Speed Calls
An administrator can assign personal speed calls to a station, allowing users to store and
retrieve frequently used numbers by dialing access codes and index numbers.
Each user can be assigned a maximum of 100 personal speed calls in blocks of 10. The total
number of personal speed calls in the system is listed in the System Capacity Display form. The
speed call index ranges from 00 to 99.
Using the programmed access codes, a user can store up to 26 digits per speed call.
To store a speed call number:

1. Lift the handset.
2. Dial the Personal Speed Call-Store feature access code.
3. Enter a two-digit personal speed call index number, from 00 to a maximum of 99.
For numbers 0 to 9, add a leading zero.
4. Dial the number to be stored.
5. Hang up.

Speed Calls
Displaying a User’s Personal Speed Call Numbers

The Personal Speed Call Directory form allows an administrator to view any user’s list of
personal speed call numbers. The list can be printed for the user.
G-7
; Lab 2 – Allocate Personal Speed Calls to Users
• System Administration > Telephone Management > Personal Speed Call Assignment
form.
• System Administration > Telephone Management > Personal Speed Call Directory form.
1 Navigate to the System Administration > The Personal Speed Call

Telephone Management > Personal Speed Call Assignment form is
2 Select one of your lab phones and then select Ten personal speed call
Change. Assign a block of 10 personal speed call numbers are allocated to the
numbers to the phone. selected phone.

Speed Calls

3 Note the following Feature Access Codes from the Store =
Feature Access Code Assignment form:
Invoke =
• Personal Speed Call - Store Remove =
• Personal Speed Call - Invoke
• Personal Speed Call - Remove
4 On the phone, enter the Personal Speed Call – The Personal Speed Call –
Store feature code. Store feature code is
entered.
5 Enter a two-digit personal speed call index number The index number is
from 00 to a maximum of 09. entered.
6 Enter one of your other lab extension numbers. The target extension number
is entered.
7 Hang up.
8 Navigate to the System Administration > The Personal Speed Call
Telephone Management > Personal Speed Call Directory form is displayed.
Directory form.
9 Select the DN that has the block of speed call The DN is selected and the
number assigned to it. speed call index number and
the target extension are
displayed.
G-9

Invoke feature code. Invoke feature code is
entered.
11 Enter the Speed Call Index number. The target extension rings.
Remove feature code. Remove feature code is
entered.
13 Enter the Speed Call Index number. The speed call number is
removed.

Speed Calls
System Speed Calls
System speed calls let users dial a short number in place of a longer one. All users have access
to system speed call numbers. The administrator defines the system speed call number entries.
In the following example, the user may dial the 3 speed call numbers shown to access offices in
the 3 remote locations.
G-11
Creating System Speed Calls

To create system speed call numbers, enter the actual numbers to be dialed, up to seven digits,
and then the respective speed call numbers into the System Speed Call Assignment form. The
database administrator usually equates the speed call numbers to the telephone numbers of
commonly called business locations such as branch offices.
Enter the Actual Numbers to be dialed and the respective Speed Call Numbers into the System
Speed Call Assignment form.
System Speed Calls and Toll Restriction

Each system speed call number may have Overrides Toll Control set to yes or no.
If it is set to no, the system only allows the calling extension to make the speed call if its COR
allows it.
If it is set to yes, the system does not look at the calling extension’s COR. This allows a
normally restricted phone to dial offices in remote locations.

Speed Calls
; Lab 3 – Programming System Speed Call Numbers
In this lab, you will be using the System Administration > System Options > System Speed Call
Assignment form.
1 Navigate to the System Administration > System The > System Speed Call
Options > System Speed Call Assignment form. Assignment form is
displayed.
2 Select add and enter: The data is entered, saved,
and displayed in the System
• The speed call number that will be entered by
Speed Call Assignment
the user.
form.
• The target number that the speed call number
will dial. Use one of your lab phones.
• Select the Override Toll Control yes radio
button the set’s CORs are to be ignored.
• Leave the remaining fields at default.
• Select Save.
3 On one of the lab phones, enter the speed call The target set rings.
number.
G-13
Questions
1. What is the maximum number of personal speed call numbers (averaging 12 digits in
length) that may be stored in a 3300 ICP?
______________________________________________________________________
______________________________________________________________________
2. Can the database administrator define system speed call numbers?
______________________________________________________________________
______________________________________________________________________
3. You wish all users to be able to dial a system speed call number. However, many users
have a class of restriction that stops them from dialing the number that the speed call
equates to. How can you make it possible for these users to dial the speed call number
and connect to the destination without changing their classes of restriction?
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
4. What is the minimum number (greater than 0) of personal speed call numbers you may
assign to an extension user?
______________________________________________________________________
______________________________________________________________________
5. Can multiline set users employ their spare line select keys as speed call keys?
______________________________________________________________________
______________________________________________________________________

Configuration Wizard
Objectives
H
When you finish this module, you will be able to use the Mitel Integrated Configuration Wizard
H-2 Configuration Wizard_rev5.doc

Importing Form Data
You can import data into the system database using the import functionality accessed in all
configurable forms except the following:
• Attendant Softkey Assignment
• Attendant Softkey Assignment -> Softkeys
• Device Connectivity - All
• Device Connectivity - Moved
• DHCP Lease Viewer
• Dimension Selection
• Embedded Media Sources > Embedded Media Source Usage
• License and Option Selection
• MiXML Applications
• MiXML Applications > MiXML Application Features
• Networked VM User Configuration
• Personal Speed Call Directory
• Personal Speed Call Directory > Speed Calls
• Restore
• Shared Form Configuration
• System Audio Files Update
• System Diagnostics Reporting
H-3
Integrated Configuration Wizard
The Mitel Integrated Configuration Wizard is an independent software application that allows
you to customize initial system programming of the system and the following Mitel Applications
Suite (MAS) services:
• Mobile Extension
• TeleWorker
• NuPoint Messenger
This module addresses its use with the system only. The wizard is installed on a maintenance
PC and then run while the PC is either connected to or disconnected from the controller and the
MAS server.
After the system configuration is complete, save the file for future application to the controller
and server. Further customization can be done by importing .csv files using the wizard and by
using ESM and the MAS manager.

H-5
Use the wizard to create or open a previously saved configuration file.
Select the system type and voice mail options as required.

Select the voice mail and record-a-call hunt groups and ports as required.
Enter the anticipated number of users. Select Add. Enter the user names. All of this can be
imported.
H-7
Select all users. Use the Autofill button to range program directory numbers and set types.
Make any adjustments needed to DNs or device types.
Note
It is possible to add all IP sets and also the analog devices connected to the
Analog Main Board. Use the Import Spreadsheets to program digital sets
connected to a Peripheral Cabinet or analog sets connected to an ASU II.

Select the desired users and then select Edit Keys to program device keys. Use the Edit Keys
dialog as a template to assign keys to all users or by device type or number range.
H-9
Select all hot desk users. Use the Autofill button to range program directory numbers and set
types. Make any adjustments needed to DNs or device types.
Select users that will have access to record-a-call.

Set up license basics. You can enter license information manually or use the AMC. If you do not
change the existing license, the Configuration Wizard will not configure any license information.
H-11
Select where the System Administration Help files should be installed.
Enter the System Name and IP Address along with other required information.

Configure the time zone and the way the controller will set its date and time.
Set up the DHCP server and options.
H-13
Set the Controller Modules and port types.
Set up the Trunks.
Note
Use the Import Spreadsheets to program Digital Trunks on a Universal
Network Services Unit or Analog Trunks on an ASU II.

Set up the Trunk Routes.
Set the ARS Digits Dialed treatment.
H-15
Finally, you can import additional forms from .CSV files.
The Configuration Wizard presents a summary.

Use the Save and Configure screen to save your file and implement the new configuration.
Use the Save As button

on any screen to save
your configuration file.
Implement the new configuration.
H-17
A status screen tracks the wizard’s progress.

Defaults Applied to the 3300 ICP
The defaults applied by the wizard are listed in:
• The System Administration Help
• The Mitel Integrated Configuration Wizard Help
Reference
Help > Contents > Programming > Using the Mitel Configuration Wizard >
Defaults Applied to the 3300 ICP
The help system identifies the forms and default values programmed to the forms by the
Configuration Wizard. The list is arranged by wizard page. Some forms do not have defaults
and the data is supplied by the user.
H-19
Conditions
Install the Mitel Integrated Configuration Wizard onto a maintenance PC that meets the
following requirements:
• Windows 2000 or Windows XP Professional operating system
• JRE Java Run-time Environment (JRE) 1.5 installed
Supported Installations
The Configuration Wizard supports the following installations:
• Initial installations of both the 3300 ICP and MAS applications
• Adding new applications to existing 3300 installations
• Adding new users to existing installations originally configured using the Configuration
Wizard.
The Configuration Wizard does not support the configuration of existing 3300 ICP and MAS
installations beyond the adding of new users. It is used for day-to-day administration.
To add new users to existing installations, no configuration changes are allowed to the 3300
ICP or MAS server from the time that the initial configuration is applied by the wizard. In the
case where a user already exists, the existing user data is preserved but the COS is not.
Using the wizard after initial configuration to add services to existing users will overwrite the
COS that they point to on the 3300 ICP. It could also overwrite data for previously configured
services unless you specify otherwise later in the wizard flow.
To use the wizard, your 3300 ICP and MAS must meet the following requirements:
• 3300 ICP Release 7.1 UR2 or later software installed
• PRI, BRI, T1/D4, and analog non-dial-in trunks only, with the same answer point for all
analog trunks
• MAS Release 1.0 which includes NuPoint Messenger Release 11, Mobile Extension
Release 1.5, TeleWorker Release 4.5
The Configuration Wizard does not include programming for:
• ACD Agents
• Attendant Consoles
• E2T card on LX only
• NSUs or external ASUs
• Networking or clustering

Importing Files
The Configuration Wizard lets you import .csv files to further customize or extend the initial
configuration. Importing files is covered in another module.
If you want to remove a .csv file from the list, select the file and click Delete.
Caution
If you import a .csv file associated with a form that is modified by the
Configuration wizard, you will overwrite your wizard selections.
The following forms can be modified by the Configuration Wizard:
• Analog Services Unit Configuration
• Analog Trunk Assignment
• ARS Digits Dialed Assignment
• ARS Leading Digits Assignment
• Business Hours Configuration
• Call Rerouting Always Alternative Assignment
• Call Rerouting Assignment
• Call Rerouting First Alternative Assignment
• Call Rerouting Second Alternative Assignment
• Class of Service Options Assignment
• Class of Restriction Group Assignment
• Controller Module Configuration
• DHCP IP Address Range
• DHCP Options
• DHCP Server
• DHCP Subnet
• Digit Modification Assignment
• Dual E1/T1 Framer Configuration
• Feature Access Code Assignment
H-21
• License and Option Selection
• Miscellaneous Assignment
• Network Element Assignment
• Quad BRI Framer Configuration
• Route Assignment
• SMDR Options Assignment
• System IP Configuration
• System Options Assignment
• Telephone Directory Assignment
• Trunk Circuit Descriptor - CO
• Trunk Circuit Descriptor - MSDN-DPNSS-DASSII
• Trunk Group Assignment
• Voice Mail Port Capacity
• Voice Mail Port Assignment
• Voice Mail Options Assignment

; Lab 1 – 3300 Configuration Wizard
Unless otherwise stated (x = lab position numbers), except for IP addresses. You will need the
two .csv files from the student CD.
1 Save your current database. Your current database is

saved.
2 Type DBMS FLAG OFF in the maintenance The command is entered
command field. and the DBMS Initialized
Flag is turned off.
3 Reset the system. The system is reset and a
blank database results, with
the exception of the system
IP and DHCP values.
4 Navigate to the location where the system software MICW_1.6_Setup.exe is
was stored, then to the Tools > Configuration executed and the
folder. The Configuration Wizard can also be Configuration Wizard is
downloaded from MOL. Install the Configuration installed.
Wizard.
5 Launch the Configuration Wizard. The Mitel Integrated
Requirements window
opens.
6 Review the requirements. Follow the directions in The requirements are
the left pane. reviewed.
7 Select Next. The Start a Configuration
screen is displayed.
8 From here you can choose to create a new The Applications screen is
configuration or use an existing one. Choose the displayed.
Create a New Configuration radio button and
select Next.
9 In the Applications screen: The Applications Resources
and Options screen is
• Select your system type from the Platform
displayed.
drop-down menu.
• Select the Configure 3300 ICP System
Information check box.
• Select the Voice Mail checkbox and the
Embedded on 3300 ICP radio button.
Select Next.
H-23

10 Create a configuration that has the following The system is configured
configuration. You must use your lab’s assigned IP with a new database.
information. The license configuration used in the
classroom labs will not be changed:
• System Name, IP addresses and DHCP options
as follows. Use you lab’s assigned information:
- System Name: Wizard_x
- 3300 ICP: xxx.xxx.xxx.xxx /24
- Gateway: xxx.xxx.xxx.xxx /24
- Layer-2 Switch: xxx.xxx.xxx.xxx /24
- DHCP Subnet: xxx.xxx.xxx.xxx

- Bit Mask: /24
- Range Start: xxx.xxx.xxx.xxx
- Range End: xxx.xxx.xxx.xxx
• Program six Loop Start ports on the AMB as

C.O. trunks 1-6 in Trunk Group-1 and label Local
C.O. The wizard will label them 1001 through
1006 and place them in Trunk Group 1.
NOTE: The four single line ports on the AMB
cannot be configured from the wizard’s Users
and Services screen. Use the Analog Set
Assignment .csv file on the student CD.
• T1/D4 with 24 trunks on a Dual T1/E1 framer

module as follows. The wizard will label them as
trunks 1 through 24 and place them in Trunk
Group 3, the default T1/D4 trunk group. They will
be assigned COS 53. Label them Toll – Long
Distance.
• T1/PRI with 23 trunks on a Dual T1/E1 framer

module as follows. These are for this exercise
only and will not be used. The wizard will label
them as trunks 25 through 47 and place them in
Trunk Group 2, the default T1/PRI trunk group.
They will be assigned COS 52. Label them
Private Network.
• 20 Voice Mail ports for embedded voice mail as

follows:
Hunt Group 6x00 (Ports 6x01 – 6x20)

Answer Points, Day, Night1 and Night2
assignments will be determined by the 3
defaulted Trunk Service Assignments.

• 16 Multi-Line set users with voice mailboxes and

directory numbers 2x01 to 2x16 as follows:
- Use 5340 IP sets for stations 2x01-2x04.

- Use 5330 IP sets for stations 2x05-2x08.
- Use 5224 dual mode IP sets for stations
2x09 - 2x12.
- Use 5212 dual mode IP sets for stations
2x13 - 2x16.
- Create a first and last name for each set.
• ARS configured for outgoing trunk access as

follows. Change according to your lab
requirements. Do not test any toll calls.
Local calls:
9480 (7 digits to follow)
Toll Free calls:

Toll Long Distance calls:

9011 (Unknown digits)
11 Save the new configuration as Wizard_DBx.
12 Review the wizard’s summary report to confirm
Wizard changes are as previously identified.
13 Upload the completed configuration into your lab and
test the programming as much as is possible.
14 Import the COS .csv file that will disable all option
values for COS 1-4 and assign each of the four
classes-of-service to each of the four multi-line lab
phones.
15 Verify the information was imported and changes
were made, by reviewing the database forms for
COS 1-4. Verify that selected COS features do not
work because they have all been disabled.
H-25

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MITEL

Basic Installation and Maintenance

Inter-Tel® is a registered trademark of Inter-Tel (Delaware), Incorporated.

© 2009 Mitel Networks Corporation

1. How to Use This Student Manual

2. Additional Resources for This Course

3. Installing the Hardware

4. Establishing Communications with the Controller

5. Configuring the Hardware

6. Assigning Access Privileges

7. Healthy System Checklist

8. Upgrading or Reloading Software

9. Programming and Registering the Sets

10. Controlling Phone Features With Classes of Service

11. Programming the Lines and Features of the Sets

12. Telephone Directory

13. Attendant Consoles

14. Move/Add/Change Users

15. Troubleshooting the System and the Sets

16. Hunt/Pickup/Ring Groups

17. Analog Trunks

18. SMDR, Printers, and System Ports

19. Automatic Route Selection (ARS)

20. Digital Trunks

21. Call Rerouting

22. Hot Desking

23. Voice Mail

24. Music On Hold and Paging

ii MCD for 3300 ICP Basic I&M TOC_rev3.doc

Understand how to import and manage user data.

14-2 Move_Add_Change Users_rev4.doc

Importing and Managing User Data

Use this form to:

14-4 Move_Add_Change Users_rev4.doc

Importing User Configuration

; Lab 1 - Change a Phone’s Location

In this lab, you will be using the:

• System Administration > Telephone Directory Management > Telephone Directory

Step Task Expected Result 9

1 Navigate to the System Administration > The User Configuration form

14-6 Move_Add_Change Users_rev4.doc

Step Task Expected Result 9

Step Task Expected Result 9

14-8 Move_Add_Change Users_rev4.doc

; Lab 2 - Add a New User to the Database

• System Administration > Telephone Directory Management > Telephone Directory

• System Administration > User Authorization Profiles

1 Navigate to the System Administration > The User Configuration form

14-10 Move_Add_Change Users_rev4.doc

Step Task Expected Result 9

; Lab 3 – Importing Multiple Users Into the Database

Step Task Expected Result 9

Part 1 of User Configuration Import Spreadsheet

Part 2 of User Configuration Import Spreadsheet

14-12 Move_Add_Change Users_rev4.doc

Step Task Expected Result 9

Step Task Expected Result 9

Step Task Expected Result 9

11 Select Finish. The data is displayed in the

14-14 Move_Add_Change Users_rev4.doc

Changing a Phone’s Attributes

User Type is Standard, ACD Agent, or Hotdesk

14-16 Move_Add_Change Users_rev4.doc