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Nortel NorstarConfidential

INTUITYTM

AUDIX Message

Server

Configuration Note 9104 - Revision C 1/00

Nortel Norstar (Inband-Mode Code)

1.0 method of integration

With Inband integration, one pathway between the PBX and the I INTUITYTM system transmits both call information and voice communications

With analog inband integration, one pathway between the PBX and the INTUITYTM system transmits both call information and voice communications. The pathway is provided by 2-wire analog single-line circuits that connect to IVC6 Tip/Ring cards in the system. The IVC6 simulates 2-wire analog lines. Calls to an INTUITYTM port are preceded by the called party information from the PBX in DTMF format. The INTUITYTM system answers and plays the appropriate greeting. Message-waiting indication is set and canceled using DTMF commands over the same pathway.

2.0 AVAYA INTUITYTM ORDERING INFORMATION

Avaya INTUITYTM Requirements

  • Tip/Ring Voice Port Cards (IVC6), six analog connections per card
  • Serial and Inband Integration Software (FID 11 or higher)
  • INTUITYTM Software Release 4.3, 4.4 or 5.0

3.0 PBX HARDWARE REQUIREMENTS

  • Meridian Norstar Digital Terminal port, one per INTUITYTM port
  • Norstar VMI unit(s), one per two INTUITYTM ports
  • One Norstar ATA unit for remote access

3.1 PBX SOFTWARE REQUIREMENTS

PBX software requirements

  • Minimum Software: DR4.4 or higher

4.0 SUPPORTED integration FEATURES

Supported integration features

  • Forward to personal greeting
    - busy (DR4 or Higher)
    - ring-no-answer
    - all calls
  • Message Waiting Indicator
    - display
  • Automated attendant (see section 8.2)
  • Outcalling
  • Multiple return-to-operator

5.0 Configuring the Norstar to Integrate

Configuring the Norstar to integrate

Ensure that the Nortel Norstar VMI Installation Guide is on site and available. It is also strongly recommended that a qualified Norstar installer be present during installation.

There are several steps to correctly installing and configuring the VMI and Norstar. These steps include:

  • Determine the feature codes for the VMI.
  • Determine the intercom numbers assigned to the VMI ports.
  • Configure the Norstar lines connected to the VMI. The extension numbers of the VMI unit and the extension connected to port 0 on the INTUITYTM side is the Intuity numbers users dial to access their voice mail messages.
  • Determine the translation codes which will be used by the INTUITYTM to perform integration functions.
  • Program the VMI.

When VMI is installed correctly (reference installation guide), a feature code and intercom number (DN) is automatically assigned to each unit.

Programming Voice Mail Hunt Chain

Administer each of the Voice Mail extensions to be forwarded (on busy) to the next extension on INTUITYTM.

Example: Extensions for Channels 0 - 3 on INTUITYTM are 300 to 303, then program 300 CFB (call forward busy) to extension 301, then 301 to 302, 302 to 303 and finally 303 back to 300 pilot number.

For each voice mail user, set Call Forward No Answer to the Voice Mail extension.

Programming for Disconnect

Program the Feature 901 to have the following:  Disconnect code as **9

Programming Prefix Code

Program the prefix code as: #02#

Programming Call Transfer

It is necessary to determine the translation code for each VMI. These translation codes are used by the INTUITYTM to effect caller transfer and activate/deactivate message waiting.

The INTUITYTM requires a minimum extension length of 3 digits.

Example if the Norstar is set up to have a 2-digit dial plan and the INTUITYTM has 3-digit mailboxes ranging from XXX-XXX, then program the transfer code as follows:

Make Transfer code Link * 70X (The code used to transfer a call is typically defined as “Link * 70”, however in this case the first digit must be defined, therefore making the transfer code L*70X. When four digit mailboxes are used then the transfer code would be “L*70XX”).

Make the Prefix Code #02#3

  • NOTE: “L” (link) is the same as “F” (flash). If for some reason these default codes cannot be used, refer to the programming section of the VMI installation guide to make the necessary changes. Verify these codes with the PBX vendor.

Programming MWI

Norstar requires the same port that turns MWI on must turn MWI off. This requires a dedicated MWI port to be administered.

This dedicated MWI port is NOT part of the voice mail hunt chain, however is forwarded to the voice mail hunt chain on busy conditions.

The VMI is programmed with the following default codes for Message Waiting:

Send Message Code is Link * 1 Cancel Message Code is Link # 1

NOTE: Subscribers should be trained to call the voice mail number, or hit their message waiting button (speed dial) to access messages rather than use the “call back station” feature. When the call back feature is utilized, the same port that turned on MWI may not be the same port turning MWI off.

Day/Night Service Coverage

A night control telephone can place the lines for which it has responsibility in or out of Night Service.

Program a telephone with a valid DN (Directory number) to be used to set up Day/Night service for auto-attendant calls after hours. In addition this the telephone must be administered for Call Forward All Calls to the INTUITYTM pilot extension. (i.e. the Voice Mail Access Number).

The Norstar also has the ability to assign certain telephones as a Dial “O” telephone when night service is active.

6.0 Configuring the INTUITY

The following define the steps required on the INTUITYTM

  • HINT: When changes to the Switch Interface Administration are completed, a message appears on the screen indicating to restart the INTUITYTM voice system. However, this task is not required after each step. Once ALL changes are completed the system must then be restarted.

Note: With Release 5.0 the switch selection can only be viewed from the Switch Interface Administration. Changes to the Switch Selection must be made when calling your local TSO.

  • Switch Selection Select “Switch Interface Administration” menu Select “Switch Selection” menu Administer parameters as follows: Country: <Press F2 {CHOICES}>. Switch: Nortel Norstar
  • Assign PBX Extensions to Channels Select “Voice System Administration” menu Select “Voice Equipment” menu Select “Actions “ button From the “Assign. Change” screen, Select “PBX Extension to Channel” option Assign the extension numbers computed in the above step to all used voice channels.
  • Assign Service to Channels Select “Voice System Administration” menu Select “Voice Equipment” menu Select “Actions “ button. This will bring up the “Actions Menu” From the “Assign. Change” screen, Select “Services to Channels” option Assign DNIS as service to all channels.
  • Assign Number Services to Channels Select “Voice System Administration” menu Select “Number Services” menu Select “Assign/Change” option Administer parameters as follows: Called Numbers : any Calling Numbers: any service Name: AUDIX
  • Assignment of Channel to Groups Select “Voice System Administration” menu Select “Voice Equipment” menu Select “ACTIONS” button, this will bring up the Actions menu. Select “Assign/Change” option From the Assign/Change screen, select “Channels to Groups” option. NOTE: By default all channels are assigned to group 2. The dedicated MWI channel must be assigned to a different group to ensure that the same channel that turns on MWI lamp turns off the lamp. This is a switch limitation. Dedicated MWI channels that are assigned to a different group must also be “unassigned” from group 2. If more than one dedicated MWI channel, each channel should be in a different group. By convention the highest channels are used as dedicated MWI channels.
  • Transfer Security Assignment Select “Voice System Administration” menu Select “Transfer Security” menu Assign restrictions if any used.
  • Message Waiting MWI Device AssignmentSelect “Switch Interface Administration” menu Select “Call Data Interface Administration” menu Select “MWI Administration” menu Select “Device Assignment” option Administer parameters as follows: If the group of channels for MWI updates is 3, the screen will look like figure 1.
  • System Translation AdministrationSelect “Switch Interface Administration” menu Select “Call Data Interface Administration” menu Select “System Translation Administration” menu Select “Dial Plan Translation” option Administer the following: INTUITY Extension Length: <Switch Subscriber extension length> Administer extension ranges in the table as follows:
  • 1) Leave “Switch Prefix” field blank 2) Enter the valid extension ranges in “Switch Start Ext.” and “Switch End Ext.” fields 3) Leave “INTUITY Prefix” field blank 4) Enter the Switch number in the entry. This is the same number used in the AUDIX subscriber database 5) Enter”N” in the remote [Y/N] field The following example shows how this form should be filled, if the extension length is 3 digits on the INTUITY and the valid extension ranges on the switch begin 1111 through 1222 and 2555 through 2999, while INTUITY subscribers ranges are 111 through 222, 555 to 999.
  • Auto Attendant Setup for Day/Night ServiceAdminister the appropriate Business Schedule and Holiday Schedule Select “AUDIX Administration” menu Enter “Change Auto-attendant-routing-routing table” Administer parameters as follows:
  • NOTE: Day Service and Night Service Mailboxes will have to be administered and an appropriate greeting must be recorded.

7.0 HARDWARE INSTALLATION

Each IVC6 card supports six analog (tip/ring) connections. The voice path between the Norstar and the INTUITYTM requires three pairs into each RJ11 connection of the IVC6 card. The following shows an example of how lines would be physically connected using a IVP6 connector. Customer have the option to use other methods of connectivity, provided they bring three pairs (6 wires) to each RJ11 on the back of the IVC6 card.

To ensure the ports are physically connected correctly, ask the switch a administrator to place calls to each individual INTUITYTM voice channel one at a time. Use the “System Monitor” menu in INTUITYTM to monitor that the correct channel is dialed from the switch.

7.1 Testing the Installation

Refer to the AUDIX Administration manual for further details on testing the installation.

Create two mailboxes associated with two test extensions. Record a name and personal greeting for each mailbox.

Using one test extension, call the other test extension. You should hear the appropriate greeting (see test scenarios below).

Leave a message. Verify that message waiting indication turns on.

Test call coverage scenarios:

 Forward all calls - When a subscriber forward all calls to the INTUITYTM number, calls placed to the subscriber should follow the correct INTUITYTM prompt should be played for that subscriber.

 Busy - Place a call to a busy extension. This should follow the right coverage path and INTUITYTM should play the NO ANSWER greeting.

 Call no answer from INTUITYTM scenario is the same as above.

If calls are Non-Integrated, check the following:

 Check the appropriate COS has been assigned to the tip/ring lines.

 Check the PBX Extn to Channel mapping has been administered properly.

 Check the Switch Integration log to make sure the RAW data is seen for every call and is appropriately parsed and translated.

 Check the maintenance log to see if an error has been logged indicating “Bad data”. If yes, then check the switch setup to ensure that the correct mode codes are being passed to INTUITYTM .

 Check the Dial Plan Translation screen to see if the translation table has been administered correctly.

Message waiting indicators - Listen to the message left for the mailboxes above, delete the message and verify message waiting is turned off.

 Norstar can support audible message waiting for analog stations and lamps for digital stations. Verify that message waiting indication turns on.

If Message Waiting failures occur check the following:

 Check the appropriate COS has been administered on the switch or the subscriber telephone sets.

 Check the SWIN LOG to see if INTUITYTM is dialing out the required sequence of digits. If not check the DIAL PLAN Translation and make sure that it is administered correctly.

 Check if dial tone is being detected by INTUITYTM. If not, use the Tone Sniffer tool to configure the dial tone correctly.

 Check if the MWI sequence dialed out by INTUITYTM is the same as set on the switch. Ask the switch administrator for the MWI sequence. If it is different than change the MWI ON Prefix and Suffix to reflect the correct value.

If MWI updates take a long time, then dedicate one or more channels for MWI (i.e. no incoming calls on these lines). This can be done by assigning a unique Channel Group to the particular channel/s and administering the Device Assignment screen to this value (value is 2 as all channels are assigned Group 2).

Test Transfers using “*T” option. From Audix mailbox. Transfer to another mailbox. Monitor the transfer time. Transfer to a station that is in a Do-Not-Disturb mode, busy mode, RNA mode.

 The transfer time is approximately 5-8 seconds.

 Test multiple transfers - set up phone A to transfer to Phone B and Phone B transfers to phone C. And phone C transfers to phone D. Determine how many transfers can be supported on the switch.

 Norstar can be programmed to send disconnect code “**9” when a caller disconnects, which will ensure faster disconnects.

If Transfer failures are encountered, then check the following:

 Check if dial tone is being detected by INTUITYTM. If not, use the Tone Sniffer tool to configure the dial tone correctly.

 Check if the flash duration set on INTUITYTM is the same as that configured on the switch, if not then modify the flash duration.

NOTE: If the caller is disconnected during transfers then the flash duration is too high and has to be reduced. If the caller hears INTUITY dialing digits during transfer then the flash duration is too low and has to be increased.

Call Disconnect - Leave a message for test mailbox, retrieve it and listen for the sign of the call progress tones. Place an external call and document the time it takes the INTUITYTM to disconnect after the caller hangs up.

 If there is no progress tone in the message, disconnect is working fine.

Zero (“()”) Out - Verify that return-to-operator works properly.

Call the Intuity from a test extension leave a message for a station with a voice mail button.  If the subscriber stations are programmed to support a button, which will dial the voice mail access number and the mailbox number followed by the # sign, the INTUITYTM will prompt for the password. Do you hear “Please enter your password”.

Automated Attendant - Call the automated attendant mailboxes.

 If the correct Auto Attendant mailbox is not reached and all above tests passed, the most likely problem will be in the switch translations. Check with the system administrator to endure proper translation.

Set up outcall notification in the test mailbox, leave a message to generate an outcall. Make sure ports are configured for Outcall

 INTUITYTM should call the number administered for out calling after the administered time has passed.

 If Outcalling failures occur, check if dialtone is being detected by INTUITYTM. If not, use the Tone Sniffer tool to configure the dialtone correctly.

Incoming and Outgoing Fax

 Send a fax to a subscriber mailbox from a fax machine. Press the start key on the fax machine. Check to see if fax arrived in the mailbox, and print the fax.

 Send a fax from a subscriber’s mailbox to a fax machine. Check the fax machine to be sure the fax was received.

NOTE: If you encounter problems while performing these tasks, review the “switch log” before escalating problems to your local Technical Support Center.

8.0 Considerations

Important notes regarding this integration

8.1The INTUITYTM requires a dedicated port for message waiting. This port does not perform call processing functionality, therefore should not be included with the total of voice mail ports needed to for call answering.

Call Forward Busy is not available when VMI is connected to Norstar Compact DR2 or Modular DR2.

8.2Supervised transfers from the voice module are not supported.

8.3 Only one port can be set for Message Waiting Indication. The same port which activates message must also deactivate message waiting. It is also required to dedicate that port to message waiting only. If the message waiting port is also being used for other functions such as incoming calls, message waiting delays could occur during high traffic.

8.4 When a Norstar system integrated with an INTUITYTM is upgraded, certain software anomalies may affect the VMI/ATA interface. Indications are as follows:
1) A forwarded call to INTUITYTM will produce two calls ringing at the system (one is a phantom call).
2) Double DTMF digits will be delivered to INTUITYTM (i.e., ext. 234 forward to INTUITYTM , the INTUITYTM receives the digits 223344).
The only known solution for this is to re-initialize the Norstar system. Norstar Manager cannot be used to reload software as any backup will contain these anomalies as well. It is recommended that a hard copy printout of all Norstar programming be done prior to a software upgrade on the Norstar. In the event that the Norstar must be re-initialized the hardcopy printout can be used to re-enter the Norstar database. Nortel is aware of this problem.

8.5 Audix Networking is not supported through modems. Networking is supported using TCP/IP only.

8.6 Leave word calling is not supported. This is also known as call back message waiting notification.

8.7 The INTUITYTM takes 4 seconds to tear down the call ID. Transfers could take 5-8 seconds to be completed.