Avaya BCM 2.0 Programming Operations Guide

1-800-4 NORTEL

www.nortelnetworks.com

P0911588 Issue 01

Enterprise Edge 2.0

Programming Operations

Guide

Contents 3

P0911588 Issue 01 Enterprise Edge 2.0 Programming Operations Guide

Contents

Chapter 1 About this document 13

What’s new in this document 13

How this guide is organized 13

Related documents 14

Regulations 15

Safety information for North American customers 15

Enhanced 911 Configuration 16

Radio-frequency interference 16

Telecommunication registration 17

Hearing-aid compatibility 17

Electromagnetic compatibility 17

Telephone company registration 18

Use of a music source 18

Rights of the telecommunications company 18

Repairs 18

Safety information for European customers 19

Radio-frequency interference 20

Software licensing 21

Chapter 2 Enterprise Edge Overview 23

Enterprise Edge telephony hardware components 24

Enterprise Edge data networking hardware components 24

Enterprise Edge software components 25

Enterprise Edge Integrated Solution 25

Enterprise Edge Voice Messaging 26

Enterprise Edge Call Center 27

Enterprise Edge Call Center Reporting 27

Enterprise Edge Voice over IP gateway 27

Enterprise Edge TSP 27

Enterprise Edge Personal Call Manager 27

Enterprise Edge Call Detail Recording 28

Enterprise Edge Attendant Consol 28

Enterprise Edge Integrated QoS Routing 28

Tivoli 28

Optivity 28

Unified Manager 28

Browser requirements 29

Understanding Unified Manager 30

Menu descriptions 32

Enterprise Edge system access 32

4 Contents

Enterprise Edge 2.0 Programming Operations Guide P0911588 Issue 01

Chapter 3 Setting up your Enterprise Edge system 35

Enterprise Edge required parameters 35

Setting up an Enterprise Edge IP Address 36

Setting up web-based administration 37

Browser settings 37

Logging on to Enterprise Edge 37

Preloading Java class files on your workstation 39

AccessingUnifiedManagerthroughthePreinstalledClient Home Page

39

Logging off Enterprise Edge 40

Rebooting the Enterprise Edge server 40

Shutting down Enterprise Edge System 40

Licensing 41

Entering the software keycodes 41

Configuring system settings 41

System registration 42

Basic registration using Internet Access 43

Basic Registration using v.90 modem (North America only) 43

Chapter 4 Configuring Enterprise Edge Resources 45

Viewing Enterprise Edge resources 45

LAN 46

Viewing LAN resources and configuring global LAN attributes 46

Configuring LAN resources 46

WAN 49

WAN Overview 49

Permanent WAN Connection 50

Viewing WAN Resources 51

Setting global WAN parameters 51

Configuring WAN Summary Parameters 52

Setting WAN Line Parameters 53

PVC Congestion Control 56

WAN PPP Parameters 57

WAN performance 58

Dial Up 58

Configuring RAS Server TCP/IP 58

ISDN Dial Up 59

V.90 modem (North America) Dial Up 63

Media Services Card 66

Rules for configuring DSP resource allocation 67

DSP Current Configuration 68

DSP Manager 68

DSP Settings 69

Contents 5

P0911588 Issue 01 Enterprise Edge 2.0 Programming Operations Guide

Media Bay Modules 69

Bus 71

Module 72

T1 Parameters (North America only) 77

E1 Parameters (Europe) 79

Configuring a data module 79

Provision lines 81

Chapter 5 Configuring Enterprise Edge Services 83

Programming order 83

Programming Services 84

Viewing Enterprise Edge Services 85

Viewing all Services 85

To Enable or Disable a Service 85

Statuses 86

Telephony Services 87

Enhanced 911 (E911) Configuration 89

Terminals & sets 90

Copying settings from one telephone set to another 91

General 91

Line access 93

Capabilities 98

User preferences 102

Restrictions 103

Telco features 106

Lines 108

Copying settings from one line to another 108

General 109

Trunk/line data 111

Setting Received number 117

Restrictions 118

Telco features 120

Loops 121

Restriction filters 124

Time & date 127

Call Routing 128

Routes and destination codes 129

Programming the PRI routing table 130

Destination codes 131

Setting up a route for local calling 133

Setting up a route for long distance calling 134

Adding a long distance carrier access code 135

Programming for least cost routing 136

Using dialing restrictions with routing 137

Using a dialing plan to route outgoing PRI calls 137

6 Contents

Enterprise Edge 2.0 Programming Operations Guide P0911588 Issue 01

Scheduled Services 138

Ringing service 139

Restriction service 141

Routing Service 142

Common Settings 143

System speed dial 145

Adding or changing a system speed dial 145

General Settings 147

Business name 147

Feature settings 148

Call log space 151

Timers 152

Direct dial 153

CAP assignment 154

Dialing plan 154

Access codes 156

Remote access packages 160

COS Passwords 160

DN lengths 162

Network Name Display 163

Programming Network Name Display 165

Call by Call service selection for PRI 166

Programming Call by Call service selection 168

CbC limits 168

Release reasons 169

Network Services 169

Hunt groups 170

Adding or removing members from a group 171

Moving members of a group 172

Assigning or unassigning lines to a group 173

Setting the Distribution mode 174

Setting the hunt delay 174

Companion 177

Registration 177

Changing the Registration password 178

Radio data 179

Register individual portables 181

Portable telephone programming 182

Hospitality 183

Alarm time (AL) feature 184

Set/room settings 185

Call permissions 185

Alarm data 186

Telco features 187

Voice message center numbers 187

Outgoing name and number blocking (ONN) 188

Contents 7

P0911588 Issue 01 Enterprise Edge 2.0 Programming Operations Guide

Voice Mail 188

Call Detail Recording 188

TAPI 188

Console Service 189

VoIP Gateway 189

VoIP local and remote gateways 189

DHCP 192

Configuring a DHCPRelayAgent 194

LAN settings for DHCPServer 194

LAN settings for DHCPRelayAgent 198

DNS 199

IP Routing 200

Configuring IP Routing 201

IP Routing global settings 201

Configuring IP routing on an interface 202

IPX Routing 208

Configuring IPX Routing 208

Configuring an interface for IPX routing 209

Adding RIP filters for IPX routing 213

Adding SAP filters for IPX routing 214

Adding Static Routes for IPX Routing 214

Adding Static Service for IPX 215

SNMP 216

SNMP Community List, Manager List, and Trap Community List 217

QoS 220

Relationship between the QoS Module and theVoIP QoS Monitor 220

QoS Restrictions and Defaults 221

Filters 223

QoS performance graphs and tables 225

Port Range Setting for Legacy Networks 225

QoS monitor 227

QoS Monitor Mean Opinion Score 227

Web cache 228

Net Link Manager 229

Selecting the permanent WAN link as the primary WAN connection

230

Selecting a dial-up link as the primary WAN connection 231

Alarm Service 232

NAT (Network Address Translation) 232

Example of a common NAT configuration 235

IP Firewall Filters 235

8 Contents

Enterprise Edge 2.0 Programming Operations Guide P0911588 Issue 01

Chapter 6 Configuring Digital Private Network Signalling System1 241

DPNSS 1 services 241

DPNSS 1 capabilities 242

DPNSS 1 features 242

Three Party Service 243

Making a conference call 243

Diversion 243

Restrictions by set type 244

Setting Diversion 245

Redirection 245

Restrictions by set type 245

Setting Redirection 245

Executive Intrusion 245

Restrictions by set type 246

Intrusion levels 246

Call Offer 247

Displays 247

Restrictions by set type 247

User Actions 248

Route Optimization 248

Setting Route Optimization 248

Message Waiting Indication 249

Restrictions by set type 249

Setting Message Waiting Indication 249

Loop avoidance 252

Programming Loop avoidance 252

Chapter 7 Configuring Management Settings 253

User Manager 253

Adding a user profile 254

Modifying a user profile 254

Deleting a user profile 255

Alarm Manager 256

Configuring the Alarm Manager 256

Chapter 8 Maintenance 259

Enterprise Edge general maintenance 259

System startup 259

Warm reset 260

Backup and restore 260

Backup, restore, upgrade utility (BRU) for Enterprise Edge system 261

Backup and restore telephony programming using Unified Manager’s

Tools menu 265

Contents 9

P0911588 Issue 01 Enterprise Edge 2.0 Programming Operations Guide

Enterprise Edge system diagnostics and utilities 269

Performance Statistics 269

Error Messages 270

MIB II Information 274

Maintenance programming for telephony resources 278

System version 278

Media Bay Module status 279

System test log 282

System administration log 283

Network event log 284

Alarm codes 285

Event messages 285

Tests 294

CSU statistics 297

Link Status 301

Metrics 301

Moving telephones 302

Chapter 9 Troubleshooting your Enterprise Edge system 305

General troubleshooting information 305

Getting ready 306

Types of problems 306

Basic troubleshooting procedure 306

Viewing system performance and fault alarms 307

System performance graphs and tables 308

Fault Alarm Banner 308

Problems with telephones 309

Telephone has faulty buttons, display, handset or other hardware

problems 309

Digital telephone display is unreadable 309

Telephone has no dial tone 310

Problems with lines 310

Calls can be received but cannot be made 310

Dial tone is absent on external lines 311

Lines at a telephone are busy after call is over 311

Auto-answer line rings at a telephone 313

Prime telephone gets misdialed calls 314

Selected lines reads “Not in service” or “Not available” 314

Selected line pool shows “No free lines” 315

Problems with optional equipment 315

Problems with the Enterprise Edge ATA 2 316

Problems with the auxiliary ringer 316

Problems with external paging 317

Problems with Music on Hold and Background Music 317

10 Contents

Enterprise Edge 2.0 Programming Operations Guide P0911588 Issue 01

Problems with module service 318

Digital Trunk Computer Module trouble 318

Monitoring the T1 or PRI signal 320

Problems with Trunk or Station Modules 320

Problems for network or remote users 321

Remote feature code gets no response 321

Dialed number gets ringback and the wrong person 322

Dialed number gets dial tone instead of ringback 322

Dialed number gets busy tone 322

Dialed number does not get through 322

Dialed feature code gets overflow tone 323

Dialed feature code gets busy tone 324

Line pool access code gets overflow tone 324

Line pool access code gets ringback 325

Line pool access code gets busy tone 325

Dialed number gets no response 325

Problems with Companion sets (North American systems only) 326

Appendix A: Network Examples 327

Access using Enterprise Edge 328

Lines used for networking 328

PRI lines 329

T1 lines (Loop, E&M, DID, Ground start) 329

BRI lines 330

DPNSS lines (International systems only) 330

Remote system access to Enterprise Edge 330

Remote access on loop start trunks 331

Remote access on a private network 331

Remote access on T1 Direct Inward Dial (DID) trunks 332

Remote access on PRI trunks 332

Remote access on DPNSS lines 332

Enterprise Edge security 333

Class of Service 333

Restriction filters 333

Direct inward system access (DISA) 335

Coordinated dialing plans 335

Dialing plan using public lines 335

Dialing plan using T1 E&M lines 337

Dialing plans with shared line pools 340

Networking examples 341

PRI Networking with Meridian 1 341

PRI networking using Call-by-Call Services 346

Enterprise Edge VoIP Gateway and M1 networking 348

Toll bypass with Enterprise Edge VoIP Gateway 351

Networking with QSIG (International systems only) 356

Contents 11

P0911588 Issue 01 Enterprise Edge 2.0 Programming Operations Guide

Private networking with DPNSS (International systems only) 359

Public networking scenarios 362

Call one or more Enterprise Edge telephones 363

Call Enterprise Edge and select tie lines to a private network 363

Call Enterprise Edge and select lines to the public network 364

Private networking scenarios 365

Call one or more Enterprise Edge telephones 366

Call Enterprise Edge and select tie lines to other nodes in the private

network 366

Call Enterprise Edge and select lines to the public network 367

Select T1 E&M trunks to the private network 368

Using Enterprise Edge Line Redirection 368

PRI dialing plan example for 2-way DID 370

PRI DID and 2-way DID 370

Appendix B: ISDN Overview 371

Welcome to ISDN 371

Analog versus ISDN 371

Types of ISDN service 372

ISDN layers 372

ISDN Bearer capability 373

Services and features for ISDN BRI and PRI 373

PRI services and features 373

BRI services and features 373

ISDN hardware 377

PRI hardware 377

BRI hardware 378

Clock Source for ISDN 379

Other ISDN BRI equipment 380

ISDN standards compatibility 380

Planning your ISDN network 380

Ordering ISDN PRI 381

Ordering ISDN BRI 381

Supported ISDN protocols 382

ISDN programming 383

Program ISDN equipment 386

Appendix C: Setting Up Remote Routers 389

Creating an Outbound Traffic Filter 389

Sample Criteria, Ranges, and Actions for UDP Filtering 390

Appendix D: Market profile attributes 391

Languages available to customer 391

System defaults 392

12 Contents

Enterprise Edge 2.0 Programming Operations Guide P0911588 Issue 01

Glossary 395

Index 437

P0911588 Issue 01 Enterprise Edge 2.0 Programming Operations Guide

About this document

This guide explains how to program your Enterprise Edge system. For more

information about the Enterprise Edge document suite, refer to Related documents

on page 14.

Note: ThesectionRegulations on page15 summarizes the Enterprise Edge system

regulatory information.

The section Software licensing on page 21 contains software licensing

information.

What’s new in this document

This release includes additional information regarding:

• market profile attributes for United Kingdom markets

• updated backup and restore procedures for the BRU utility

• automatic registration of Enterprise Edge with the Tivoli Management Server

• Optivity interworking in the areas of network discovery, SNMP alarms

integration, and launching of the Unified Manager

• DSP allocation through the DSP Manager

• IPX routing configuration for networking

• primaryand backup dialup WAN connectionsusing ISDN orV.90 modem (The

V.90 modem is available in North America only.)

• OSPF routing protocol

• firewall filters

• network address translation (NAT)

How this guide is organized

This document contains the following sections:

• Enterprise Edge Overview on page 23 provides an overview of the hardware

and software components of the Enterprise Edge system and a description of

Unified Manager.

• Setting up your Enterprise Edge system on page 35 includes information on

how to set up your IP address and Web-based administration, how to configure

your system settings and other basic procedures such as logging on and off your

Enterprise Edge system.

1

14 About this document

Enterprise Edge 2.0 Programming Operations Guide P0911588 Issue 01

• Configuring DigitalPrivateNetworkSignallingSystem1on page 241 describes

the procedures used to program the Digital Private Network Signalling System

(DPNSS 1) for International systems only.

• Configuring Enterprise Edge Resources on page 45 describes the procedures

used to program the networking resources for your Enterprise Edge system.

• ConfiguringEnterprise Edge Services on page 83 describes theproceduresused

to program all the Enterprise Edge services.

• Configuring Management Settings on page 253 includes procedures used to

program user and alarm settings.

• Maintenance on page 259 includes all the maintenance procedures required to

keep your system in operation. This chapter ncludes descriptions of how to

perform both a system and telephony programming backup and restore.

• Troubleshooting your Enterprise Edge system on page 305 allows you to solve

problems in the Enterprise Edge system that require changes to system

programming.

• Appendix A: Network Examples on page 327 includes some networking

examples using the Enterprise Edge system.

• Appendix B: ISDN Overview on page 371 includes some background

information about ISDN.

• Appendix C: Setting Up Remote Routers on page 389 explains how to set up a

Nortel Networks (BayRS) router.

• Appendix D: Market profile attributes on page 391 describes the functionality

associated with each of the Enterprise Edge market profiles.

• Glossary on page 395 contains a list of Enterprise Edge terms and definitions.

Related documents

In addition to the Enterprise Edge Programming Operations Guide, the Enterprise

Edge documentation suite contains the following documents:

• Enterprise Edge Feature Programming Telephone Guide

• Enterprise Edge 2.0 Installation and Maintenance Guide

• Enterprise Edge IP Telephony Configuration Guide

• Enterprise Edge 2.0 Voice Messaging Set Up and Operation Guide

• Enterprise Edge 2.0 Voice Messaging Reference Guide

• Enterprise Edge 2.0 Voice Messaging Quick Reference Guide

• Enterprise Edge 2.0 Voice Messaging Programming Record

• Enterprise Edge 2.0 Voice Messaging AMIS Set Up and Operation Guide

• Enterprise Edge 2.0 Voice Messaging AMIS User Guide

• Enterprise Edge 2.0 Unified Messaging Client Installation Guide

About this document 15

P0911588 Issue 01 Enterprise Edge 2.0 Programming Operations Guide

• Enterprise Edge 2.0 Unified Messaging Quick Reference Guide

• Enterprise Edge Software Keycode Installation Guide

• Enterprise Edge 2.0 Call Center Set Up and Operation Guide

• Enterprise Edge 2.0 Call Center Agent Cards

• Enterprise Edge 2.0 Call Center Reporting Set Up and Operation Guide

• Enterprise Edge 2.0 TSP Server Configuration Guide

• Enterprise Edge 2.0 Personal Call Manager User Guide

• Enterprise Edge 2.0 Attendant Console Set Up and Operation Guide

• Enterprise Edge 2.0 Attendant Console User Guide

• Enterprise Edge 2.0 Call Detail Recording System Administrator Manual

• Enterprise Edge 2.0 ATA 2 Installation Guide

• Enterprise Edge 2.0 ATA 2 User Guide

• Enterprise Edge 2.0 Message Networking Set Up and Operation Guide

• Enterprise Edge 2.0 Message Networking User Guide

• Enterprise Edge 2.0 Fax Set Up and Operation Guide

• Enterprise Edge 2.0 Fax User Guide

You can also access a number of telephone and accessory quick reference cards.

Regulations

Safety information for North American customers

Enterprise Edge equipment meets all applicable requirements of both the CSA

C22.2 No. 950-95 and UL-1950 Edition 3.

Risk of shock.

Do not plug in the computer or any telephone or network cables before

opening the computer.

Read and follow installation instructions carefully.

16 About this document

Enterprise Edge 2.0 Programming Operations Guide P0911588 Issue 01

Enhanced 911 Configuration

Note: For information about 911 configuration, refer to Enhanced 911 (E911)

Configuration on page 89.

Radio-frequency interference

Only qualified persons can service the system.

The installation and service of this hardware is hazardous and can cause severe

harm to the person performing the tasks or to other persons. Only qualified

service personnel must perform the installation and service tasks.

Electrical shock hazards from the telecommunication network and AC mains

are possible with this equipment. To minimize risk to themselves and users, the

service personnel must connect the Enterprise Edge system to an outlet

equipped with a third-wire ground.

Service personnel must be alert to the risk of high leakage currents spreading

onto metal system surfaces during power line fault events near network lines.

These leakage currents flow to Protective Earth ground through the power

cord. Because of the protective function of earth ground, when cabling the unit,

the first task the service personnel must perform is the connection to an earthed

outlet.. Subsequently, the last task to perform is the removal of the the

connection. It is important that operations requiring the unit to be powered

down must have the network connections (central office lines) removed first.

Warning

Local, state and federal requirements for Emergency 911 services support by Customer

Premises Equipment vary. Consult your telecommunication service provider regarding

compliance with applicable laws and regulations.

Equipment generates RF energy.

This equipment generates, uses, and can radiate radio-frequency energy. If not

installed and used in accordance with the installation manual, it may cause

interference to radio communications. It has been tested and found to comply

with the limits for a Class A computing device pursuant to Part 15 of the FCC

Rules and with ICES.003, CLASS A Canadian EMI Requirements. Operation

of this equipment in a residential area is likely to cause interference, in which

case the user, at his or her own expense, will be required to take whatever

measures may be required to correct the interference.

About this document 17

P0911588 Issue 01 Enterprise Edge 2.0 Programming Operations Guide

Telecommunication registration

Enterprise Edge equipment meets all applicable requirements of both Industry

Canada CS-03 and US Federal Commission FCC Par t68 and has been registered

under files Industry Canada 332-5980 A and

FCC AB6CAN-20705-KF-E (key system), AB6CAN-20706-MF-E (hybrid

system), and AB6CAN-23740-PF-E (PBX system). Connection of the Enterprise

Edge telephone system to the nationwide telecommunications network is made

through a standard network interface jack that you can order from your local

telecommunications company. This type of customer-provided equipment cannot

be used on party lines or coin lines.

Before installing this equipment, users should ensure that it is permissible to be

connected to the facilities of the local telecommunications company. The

equipment must also be installed using an acceptable method of connection. The

customer should be aware that compliance with the above conditions may not

prevent degradation of service in some situations.

Repairs to certified equipment should be made by an authorized maintenance

facility designated by the supplier. Any repairs or alterations made by the user to

this equipment, or equipment malfunctions, may give the telecommunications

companycause torequest theusertodisconnecttheequipment.Users should ensure

for their own protection that the electrical ground connections of the power utility,

telephone lines and internal metallic water pipe system, if present, are connected

together. This precaution may be particularly important in rural areas.

Hearing-aid compatibility

Enterprise Edge telephones are hearing-aid compatible, as defined in Section

68.316 of Part 68 FCC Rules.

Electromagnetic compatibility

Enterprise Edge equipment meets all FCC Part 15, Class A radiated and conducted

emissions requirements.

Enterprise Edge does not exceed the Class A limits for radiated and conducted

emissions from digital apparatus as set out in the Radio Interference Regulations of

Industry Canada.

Only qualified persons can service the system.

Users should not attempt to make such connections themselves, but should

contact the appropriate electric inspection authority, or electrician.

18 About this document

Enterprise Edge 2.0 Programming Operations Guide P0911588 Issue 01

Telephone company registration

It is usually not necessary to call the telecommunications company with

information on the equipment before connecting the Enterprise Edge system to the

telephone network. If the telecommunications company requires this information,

provide the following:

• telephone number(s) to which the system will be connected

• FCC registration number (on label affixed to Enterprise Edge)

• universal service order code (USOC)

• service order code (SOC)

• facility interface code (FIC)

Use of a music source

In accordance with U.S. Copyright Law, a license may be required from the

AmericanSociety of Composers, Authors and Publishers, or similarorganizationif

Radio or TV broadcasts are transmitted through the Music On Hold or Background

Music features of this telecommunication system.

Nortel Networks hereby disclaims any liability arising out of the failure to obtain

such a license.

Rights of the telecommunications company

If the Enterprise Edge system is causing harm to the telephone network, the

telecommunications company may discontinue service temporarily. If possible, the

telecommunications company will notify you in advance. If advance notice is not

practical, the user will be notified as soon as possible. The user will be given the

opportunity to correct the situation and informed of the right to file a complaint to

the FCC.

The telecommunications company may make changes in its facilities, equipment,

operations or procedures that could affect the proper functioning of the system. If

this happens, the telecommunications company will give you advance notice in

order for you to make any necessary modifications to maintain uninterrupted

service.

Repairs

In the event of equipment malfunction, all repairs to certified equipment will be

performed by an authorized supplier.

About this document 19

P0911588 Issue 01 Enterprise Edge 2.0 Programming Operations Guide

Safety information for European customers

The CE mark indicates that the Enterprise Edge equipment meets the requirements

of the following EU Directives:

• Low Voltage Directive (73/23IIC)

• Electromagnetic Directive (89/336/EEC)

WARNING

The instructions in this manual are intended to be

performed by Qualified Service Personnel.

Risk of shock.

Ensure the computer is unplugged from the power

socket and that any telephone or network cables are

unplugged before opening the computer.

Read and follow installation instructions carefully.

Only qualified persons should service the system.

The installation and service of this hardware is to be

performed only by service personnel having

appropriate training and experience necessary to be

aware of hazards to which they are exposed in

performing a task and of measures to minimize the

danger to themselves or other persons.

Electrical shock hazards from the telecommunication

network and AC mains are possible with this

equipment. To minimize risk to service personnel

and users, the Enterprise Edge system must be

connected to an outlet with a third-wire Earth.

Service personnel must be alert to the possibility of

high leakage currents becoming available on metal

system surfaces during power line fault events near

network lines. These leakage currents normally

safely flow to Protective Earth via the power cord.

Therefore, it is mandatory that connection to an

earthed outlet is performed first and removed last

when cabling to the unit. Specifically, operations

requiring the unit to be powered down must have the

network connections (exchange lines) removed first.

20 About this document

Enterprise Edge 2.0 Programming Operations Guide P0911588 Issue 01

Radio-frequency interference

This product uses Telecommunication Network Voltage (TNV) circuits which

include the following ports: analogue lines (including PFT), modems, ATA, BRI,

AC15A, and TCM Isolator.

This product uses Safety Extra Low Voltage (SELV) circuits which include the

following ports: TCM extensions, external music source (MSCX), auxiliary ringer

(AUX), paging systemrelay (PAGE), LAN interface, WANinterface, and the serial

port.

WARNING

This is a Class A product. In a domestic environment

this product may cause interference. The user may be

required to take adequate measures.

Read and follow installation instructions carefully

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