3com NBX 100 Administrator's Manual

http://www.3com.com/

Part Number 900-0212-01 AA

Published August 2005

NBX Administrator’s Guide

NBX V3000

SuperStack 3 NBX V5000

NBX 100

Release 5.0

3Com Corporation

350 Campus Drive

Marlborough, MA

01752-3064

reproduced in any form or by any means or used to make any derivative work (such as translation,

transformation, or adaptation) without written permission from 3Com Corporation.

3Com Corporation reserves the right to revise this documentation and to make changes in content from

time to time without obligation on the part of 3Com Corporation to provide notification of such revision

or change.

3Com Corporation provides this documentation without warranty, term, or condition of any kind, either

implied or expressed, including, but not limited to, the implied warranties, terms, or conditions of

merchantability, satisfactory quality, and fitness for a particular purpose. 3Com may make improvements

or changes in the product(s) and/or the program(s) described in this documentation at any time.

If there is any software on removable media described in this documentation, it is furnished under a

license agreement included with the product as a separate document, in the hardcopy documentation, or

on the removable media in a directory file named LICENSE.TXT or !LICENSE.TXT. If you are unable to

locate a copy, please contact 3Com and a copy will be provided to you.

UNITED STATES GOVERNMENT LEGENDS:

If you are a United States government agency, then this documentation and the software described herein

are provided to you subject to the following:

United States Government Legend: All technical data and computer software is commercial in nature

and developed solely at private expense. Software is delivered as Commercial Computer Software as

defined in DFARS 252.227-7014 (June 1995) or as a commercial item as defined in FAR

2.101(a) and as

such is provided with only such rights as are provided in 3Com’s standard commercial license for the

Software. Technical data is provided with limited rights only as provided in DFAR 252.227-7015 (Nov

1995) or FAR

52.227-14 (June 1987), whichever is applicable. You agree not to remove or deface any

portion of any legend provided on any licensed program or documentation contained in, or delivered to

you in conjunction with guide.

Unless otherwise indicated, 3Com registered trademarks are registered in the United States and may or

may not be registered in other countries.

3Com, the 3Com logo, and NBX are registered trademarks of 3Com Corporation. NBX NetSet and pcXset

are trademarks of 3Com Corporation.

Other brand and product names may be registered trademarks or trademarks of their respective holders.

CONTENTS

ABOUT THIS GUIDE

How to Use This Guide 17

Conventions 18

International Terminology 18

Your Comments 19

1 INTRODUCTION

Network-based Telephony 21

Overview of the System Software 22

Auto Attendant 22

Auto Discovery and Auto Relocation 22

Virtual Tie Lines 22

Integrated Voice Mail and Messaging Features 22

Redialing From Call Logs 22

Call Recording 23

NBX NetSet Administration Utility 23

NBX NetSet Features 25

2 DIAL PLAN

Dial Plan Concepts and Overview 30

Call Process Flow 31

Inbound and Outbound Call Processing 31

NBX System Database 32

NBX System Dial Plan 32

Pretranslation 33

Routing 33

System Features Affected by the Dial Plan Configuration 34

Dial Plan Tables 35

Dial Plan Command Format 36

Internal Dial Plan Table 40

Incoming Dial Plan Table 40

4

Least Cost Routing Dial Plan Table 41

Adding New Dial Plan Tables 42

Dial Plan Pretranslators 42

Pretranslators for Incoming Calls 43

Pretranslators for Certain Outgoing Calls 44

Managing the Dial Plan Configuration File 46

Accessing the Dial Plan 46

Creating Dial Plan Configuration Files 46

Importing and Exporting Dial Plan Configuration Files 47

Importing a User-Defined Dial Plan 50

Exporting (Saving) a Dial Plan Configuration File 50

Testing a Dial Plan 51

Generating a Dial Plan Report 52

Modifying a Dial Plan Configuration File 54

Outdialing Prefix Settings 55

Managing Extensions 55

Extension Settings Overview 55

Changing Extension Length and Ranges 59

How Auto Discovery Assigns Extensions 60

Modifying Extensions 61

Converting Extensions 62

Managing Extension Lists 64

Adding an Extension List 65

Modifying an Extension List 67

Removing an Extension List 67

Managing Dial Plan Tables 68

Determining Which Devices Use Dial Plan Tables 68

Removing a Dial Plan Table 69

Managing Dial Plan Pretranslators 69

Identifying Devices Using Pretranslators 70

Creating a Pretranslator for VTL Calls 70

Identifying Devices Using Pretranslators for CLI 73

Removing a Pretranslator from the Dial Plan 73

Configuring the Dial Plan for the 4ESS Protocol (T1) 73

Overview of Voice Profile for Internet Mail 75

Configuring the Dial Plan for VPIM 76

Configuring VPIM Parameters 79

VPIM Control Parameters 79

5

Operations Management 79

Statistics 80

Advanced Settings 82

Configuring Domain Name Server Information 84

Overview of Virtual Tie Lines 85

VTL Connections Using Unique Extension Ranges 85

VTL Connections Using Site Codes 86

Conference Calls Using VTL Connections 87

How to Configure a Virtual Tie Line 89

License Installation 89

Dial Plan Configuration 90

Updating the Extension List 93

Adding VTL Devices to the Pretranslators (Optional) 94

Verification of the Virtual Tie Line 95

Call Rerouting for Virtual Tie Lines 99

Example Dial Plan Entries 99

Managing Existing Virtual Tie Lines 101

Modifying a Virtual Tie Line Name 101

Viewing and Resetting Virtual Tie Line Statistics 102

Enabling Audio Compression for VTL Calls 103

Enabling Silence Suppression on VTL Calls 103

Using a VTL Password 104

Configuring a VTL Password 104

Configuring VTL Passwords in the Dial Plan 105

Toll Calls Without a VTL Password 108

Music On Hold 108

Troubleshooting VTL Calls 108

Dial Plan Configuration File Commands 110

Dial Plan Command Summary 110

List of Dial Plan Commands 111

Sample Solutions Using Dial Plan Configuration File Commands 124

3 DEVICE CONFIGURATION

Adding, Removing, and Modifying Telephones 134

Adding a New Telephone 134

Modifying a Telephone 136

Checking a Telephone’s Status 136

6

Removing a Telephone 136

Rebooting a Telephone 136

Adding a Remote Telephone 137

Remote NAPT Device Configuration 137

Creating and Managing Bridged Extensions 138

Example Bridged Extensions Configurations 140

Defining Bridged Extensions 141

Defining Bridged Extensions on a Primary Telephone 141

Defining Bridged Extensions on a Secondary Telephone 142

Modifying Bridged Extensions 143

Sample Calling Situations Using Bridged Extensions 143

Viewing Bridged Extension Information 145

Creating and Managing Telephone Groups 146

Creating a New Telephone Group 146

Modifying a Telephone Group 146

Removing a Telephone Group 147

Viewing Telephone Group Membership 147

Recording and Monitoring Telephone Calls 148

Recording Calls Between Telephones with Different Recording

Settings 148

Remote Telephones 149

Music On Hold 149

Non-NBX Telephones 149

Creating and Managing Button Mappings 150

Mapping Access Buttons 150

Mappings for Users and Groups 151

Creating a Busy Lamp/Speed Dial Button Mapping 152

Creating a Delayed Ringing Pattern 152

Creating Groups and Button Mappings 153

Changing Device IP Settings 154

Configuring Call Park 156

Adding a Call Park Extension 156

Changing the Name of a Call Park Extension 156

Removing a Call Park Extension 157

Configuring the NBX Attendant Console 157

Adding an Attendant Console 158

Modifying an Attendant Console 158

Viewing Attendant Console Status 159

7

Removing an Attendant Console 159

Configuring Attendant Console Buttons 159

Changing Attendant Console IP Settings 160

Configuring and Managing Analog Line Card Ports 161

Configuring a Line Card Port 161

Modifying a Line Card Port 164

Removing a Line Card Port 165

Verifying Line Card Port Status 165

Rebooting a Line Card Port 165

Advanced Settings 165

Connecting and Managing Analog Devices 166

Adding an Analog Terminal Card 166

Adding an Analog Terminal Adapter (ATA) 168

Modifying an Analog Terminal Port 169

Removing an Analog Terminal Adapter 169

Viewing The Status of an Analog Terminal Adapter 170

Advanced Settings 170

Configuring and Managing BRI-ST Digital Line Cards 171

Adding an ISDN BRI-ST Digital Line Card 171

Configuring the BRI-ST Digital Line Card 173

BRI-ST Card Status Lights 176

Modifying a BRI-ST Card 176

Adding or Modifying a BRI Group 177

Modifying BRI Card Channels 180

Modifying IP Settings for a BRI Card 181

Removing a BRI Digital Line Card 182

Configuring and Managing E1 Digital Line Cards 182

Adding an E1 Digital Line Card 183

Configuring an E1 Digital Line Card 185

E1 Card Status Lights 187

Modifying an E1 Card 189

Adding or Modifying an E1 Group 191

Modifying E1 Card Channels 194

Modifying IP Settings for an E1 Card 195

Removing an E1 Digital Line Card 196

Configuring and Managing T1 Digital Line Cards 197

Adding a T1 Digital Line Card 198

Configuring a T1 Digital Line Card for the DS1 Protocol 200

8

Configuring a T1 Digital Line Card for ISDN PRI Signaling 205

T1 Card Status Lights 208

Modifying a T1 Card 210

Support of AT&T’s 4ESS Switch Protocol 211

Modifying a T1 Group 214

Modifying T1 Card Channels 217

Modifying IP Settings for a T1 Card 218

Removing a T1 Digital Line Card 219

Setting Up a Digital Line Card at a Remote Location 220

Setting Up T1/E1 Logging 222

Viewing CSU State Information and Statistics 223

T1.231 Near End 223

T1.231 Far End 224

TR54016 Near End 224

TR54016 Far-End 224

G.826 Near End 224

G.826 Far End 225

Using Loopback Tests 225

Enabling or Disabling Loopback Tests 226

4 USER CONFIGURATION

Users 227

Phantom Mailboxes 227

Call Pickup 228

Group Numbers 228

TAPI Route Points 229

Redirect Behaviors 230

TAPI Route Point Capacities 231

Creating a TAPI Route Point 232

Modifying a TAPI Route Point 232

Viewing TAPI Route Point Statistics 232

Specifying TAPI Line Redirect Timeout 233

TAPI Supervisory Monitoring 233

Supervisory Monitoring Modes 234

Hunt Groups 235

Hunt Group Considerations 236

Linear and Circular Hunt Groups 236

9

Calling Groups 237

Call Coverage 237

Hunt Group Supervisory Monitoring 237

Supervisory Monitoring Modes 238

Class of Service (CoS) 239

Page Zones 240

Page Zone Feature Support 240

Account Codes 241

Feature Interaction 242

Account Codes: Operational Modes 244

5 SYSTEM CONFIGURATION

System Settings 249

System-wide Settings 251

Audio Settings 257

Regional Settings 262

Date and Time 263

Timers 263

Ringing Patterns 264

Multicast Addresses 265

IP Addresses 266

Maintenance Alerts 266

Speed Dials 267

Business Identity 268

Business Information 268

Business Hours 268

System Mode 269

Password Administration 269

TAPI Settings 270

Disk Mirroring 271

Adding a Mirror Disk 271

Verifying a Failed Disk Drive 273

Reverting to a Single-Disk System 274

6 AUTOMATIC CALL DISTRIBUTION

Automatic Call Distribution 275

ACD Group Types Supported 276

10

ACD Agent List 276

ACD Licenses 276

ACD Group Populations 277

ACD Considerations 277

Using ACD 278

ACD Groups 279

ACD Announcements 280

ACD Agents 282

ACD Statistics 283

Using Supervisory Monitoring 286

Supervisory Monitoring Announcement Tones 286

Using Silent-Monitor Mode 287

Changing Agents and Changing Modes While Monitoring 288

Supervisory Monitoring Usage Notes 290

Usage Notes 290

Supervisory Monitoring Error Conditions 293

7 NBX MESSAGING

Group List 297

NBX Voice Mail 298

Voice Mail Extensions 301

Voice Mail Passwords 301

IMAP for Integrated Voice Mail 301

Configurable Operators 302

Off-Site Notification 304

Status 306

Port Usage 307

User Usage 308

Auto Attendant 308

Overview of Auto Attendant Features 308

Adding an Auto Attendant 310

Managing Auto Attendants 321

Voice Application Setup Utility 323

Testing the Auto Attendant 324

Voice Profile for Internet Mail 325

Control Parameters 326

Operations Management 326

11

Statistics 328

Advanced Settings 329

8 OPERATIONS

Software Upgrade 333

System Software Licensing 334

Restricted Operation 336

Considerations 336

Customer Service 337

Reboot/Shutdown 337

Manage Data 338

Migration 338

Restore 343

Convert Database 344

Purge Database 344

Purge Database and CDR 344

Purge All Voice Mail 344

Event Log 344

Licenses 345

Add a License 346

Remove a License 346

Usage Report 346

Backing Up Licenses 346

Restoring Backed-Up Licenses 347

Obtaining Details of License History 347

Regional Software 347

Install 347

Remove 347

Details 348

Third-Party Drivers 349

NBX Software Upgrades 349

Third-Party Telephone Groups 349

9 REPORTS

Directory 351

Device List 352

System Data 352

12

Disk Status 352

Power Supply Status 352

Call Reporting 353

Windows Environment Specifications 353

Installing Call Reports 354

Configuring Call Reporting 354

Purge CDR 354

10 DOWNLOADS

Software 355

LabelMaker 355

NBX Documentation and Quick Reference Guides 357

11 TROUBLESHOOTING

Using the Telephone Local User Interface Utility 359

The 3Com Telephone Local Configuration Application 371

Installing the 3Com TLC Application 371

Using the TLC Application 372

Using H3PingIP 372

System-level Troubleshooting 373

Digital Line Card Troubleshooting 375

Alarm Conditions (Overview) 376

Alarm Descriptions 377

Alarms on NBX Digital Line Cards 378

Configuration and Status Reports 379

Connecting a Computer to a Serial Port 386

Servicing the Network Call Processor Battery 387

Getting Service and Support 388

A INTEGRATING THIRD-PARTY MESSAGING

Installing Software on the Third-Party Messaging Server 389

Configuring the NBX System 389

Configuring NBXTSP on the Server 391

13

B ISDN COMPLETION CAUSE CODES

C CONFIGURING OPTION 184 ON A WINDOWS 2000 DHCP

SERVER

Overview 399

Creating Option 184 400

Editing Option 184 Values 400

Activating Option 184 401

D CONNEXTIONS H.323 GATEWAY

Overview of ConneXtions 403

Installation Requirements 404

WAN Router 404

Windows-based System 405

ConneXtions Software 407

Preparing for Installation 407

Assembling System Information 408

Verifying the G.723 Converter 408

Checking Service Pack (Windows NT Only) 408

Configuring Licenses 409

Installing ConneXtions 410

Finishing the Installation 413

Overview of H.323 413

Negotiated Connections 414

Negotiated Voice Compression 414

Standard Extensions 415

Remote Internet Device Connections 415

The H.323 Connection 416

Connection Considerations 417

Overall Connectivity 417

Quality of Service 418

Quality of Service Control 421

Special Issues 423

Firewall Security 423

Gateway Load 425

Remote Access 425

14

PBX Connections 426

Class of Service 428

IP Type of Service and Differentiated Services 429

Alternate Gatekeepers 429

Checking Connections 429

Gateway Checks 429

Network Checks 430

Placing Calls 434

IP Address Entry 434

Speed Dials 436

One Button Access 437

Entering Digits During Calls 438

Receiving Calls 438

Auto Attendant 439

Attendant Console 439

Other Extensions 439

Handling Conference Calls 440

Related H.323 Documentation 440

E CALLER ID

Forwarded Calls and Caller ID 441

Long Caller ID Character Strings 441

Specific Caller ID Situations 442

Analog Telephones 442

Bridged Extension Telephones 443

Calls That Are Forwarded Multiple Times 443

External Calls 443

Internal Calls 445

Nortel Phones 445

Parked Calls 445

Second Incoming Call 445

TAPI Calls 445

TAPI Redirected Calls 445

VTL Calls 445

Calls Transferred to Hunt Groups 445

3Com Cordless Calls 446

15

GLOSSARY

INDEX

3COM CORPORATION LIMITED WARRANTY

FCC CLASS A VERIFICATION STATEMENT

FCC CLASS B STATEMENT

FCC DECLARATION OF CONFORMITY

16

ABOUT THIS GUIDE

This guide describes how to configure and manage NBX

®

Networked

Telephony Systems. For information about installing an NBX system for

the first time, see the NBX Installation Guide.

If the information in the release notes differs from the information in this

guide, follow the instructions in the release notes. Release notes are

available on the NBX Resource Pack CD.

How to Use

This

Guide

Table 1 can help you find information in this guide.

Table 1 Overview of This Guide

If you are looking for Turn to

An overview of the NBX systems Chapter 1

How to prepare and configure the dial plan Chapter 2

How to configure devices Chapter 3

How to configure user settings Chapter 4

How to configure system settings Chapter 5

How to configure Automatic Call Distribution Chapter 6

How to configure NBX Voice Messaging (voice mail), the Auto

Attendant, and Voice Profile for Internet Mail (VPIM)

Chapter 7

Basic operations information Chapter 8

How to create reports Chapter 9

How to download software and label makers Chapter 10

Troubleshooting information Chapter 11

Using a third-party messaging system Appendix A

Information about ISDN Completion Cause Codes Appendix B

How to configure Option 184 on a Windows 2000 DHCP server Appendix C

How to configure 3Com ConneXtions software Appendix D

18 ABOUT THIS GUIDE

Conventions Table 2 lists conventions that are used throughout this guide.

International

Terminology

Table 3 lists the United States and international equivalents of some of

the specialized terms that are used in the NBX documentation.

Caller ID behavior Appendix E

Definitions of telephony and networking terms Glossary

References to all topics in this book Index

FCC and Industry Canada information, Software End-User License

Agreement, and Limited Warranty for Software and Hardware

page 479

Table 1 Overview of This Guide

If you are looking for Turn to

Table 2 Notice Icons

Icon Notice Type Description

Information note Information that describes important features

or instructions.

Caution Information that alerts you to potential loss of

data or potential damage to an application,

device, system, or network.

Warning Information that alerts you to potential personal

injury.

Table 3 International Terminology

Term used in U.S. Term used outside the U.S.

Toll restrictions Call barring

Pound key (#) Hash key (#)

CO (central office) Telephone Exchange

Toll-free Free-phone

Analog Line Card Analog Trunk Line Interface Module

Your Comments 19

Your Comments Your suggestions are important to us. They help us to make the NBX

documentation more useful to you.

Send comments about this guide or any of the 3Com NBX

documentation and Help systems to:

[email protected]

Please include the following information with your comments:

■ Document title

■ Document part number (found on the front page)

■ Page number

Example:

NBX Administrator’s Guide

Part Number 900-0156-01 Rev AA

Page 25

As always, address all questions regarding the NBX hardware and

software to your authorized 3Com NBX Voice - Authorized Partner.

20 ABOUT THIS GUIDE

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