3com V3000 BRI Administrator's Manual

http://www.3com.com/

Part Number 900-0212-01 AA

Published August 2006

NBX

®

Administrator’s Guide

V3000 Analog

V3000 BRI

V3001R

V5000

NBX 100

Release 6.0

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. 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 19

Conventions 20

International Terminology 20

Your Comments 21

1 INTRODUCTION

Network-based Telephony 23

NetSet Administration Utility 24

NetSet User Interface 25

2 SYSTEM SETTINGS

Auto Discovery 27

Initial System Configuration 29

Disabling the Auto Discovery Feature 30

Enable Features System-Wide 30

How Call Timer Works With Other Telephone Features 31

System Identity 33

Business Information 34

System Mode 34

Business Hours 35

Date and Time 35

System Date and Time 35

Simple Network Time Protocol (SNTP) 36

IP Settings 36

Audio Settings 37

Compression Overview 37

Codec Selection 38

Codecs and NBX Devices 40

Silence Suppression Overview 41

Timers 42

4

Multicast Addresses 43

3 FEATURE SETTINGS

Account Codes 45

Feature Interaction 46

Account Codes: Operational Modes 48

Call Pickup 51

Group Numbers 51

Call Park 53

Adding a Call Park Extension 53

Changing a Call Park Extension Name 53

Removing a Call Park Extension 53

Page Zones 54

Page Zone Feature Support 54

Ring Patterns 55

Supervisory Monitoring 55

Introduction to Monitoring 56

Domains and Upgrades 57

Domains and Privacy 58

Announcement Tones and Supervisory Modes 60

Supervisory Monitoring Usage Notes 63

Supervisory Monitoring Error Conditions 65

Speed Dials 67

WhisperPage 68

WhisperPage Permissions 70

Using Domains For WhisperPage 70

Feature Interaction With Whisper Page 71

WhisperPage Restrictions 72

4 SYSTEM MAINTENANCE

System Backup 75

System Restore 78

Import / Export Data 79

Reboot/Shutdown 80

Password Administration 80

Call Report Settings 82

CDR Changes At Release R6.0 82

5

Windows Environment Specifications 84

Installing Call Reports 85

Configuring Call Reporting 85

Purge CDR 85

Purge Database 86

Purge Database and CDR 86

Purge All Voice Mail 86

Manage Data 86

Migration 87

Restore Database From Another Version 88

Disk Mirroring 89

Adding a Mirror Disk 89

Verifying a Failed Disk Drive 91

Reverting to a Single-Disk System 91

5 TELEPHONE CONFIGURATION

Adding, Removing, and Modifying Telephones 93

Adding a New Telephone 93

Modifying a Telephone 95

Checking a Telephone’s Status 96

Removing a Telephone 96

Rebooting a Telephone 96

Adding a Remote Telephone 97

Remote NAPT Telephone Configuration 97

Creating and Managing Bridged Extensions 98

Example Bridged Extensions Configurations 100

Defining Bridged Extensions 101

Defining Bridged Extensions on a Primary Telephone 101

Defining Bridged Extensions on a Secondary Telephone 102

Defining Bridged Extensions on 3103 Manager’s Telephones 103

Modifying Bridged Extensions 106

Sample Calling Situations Using Bridged Extensions 106

Viewing Bridged Extension Information 107

Camp On Feature and Bridged Extensions 108

Creating and Managing Telephone Groups 108

Creating a New Telephone Group 109

Modifying a Telephone Group 109

6

Removing a Telephone Group 109

Viewing Telephone Group Membership 110

Recording and Monitoring Telephone Calls 110

Recording Calls Between Telephones with Different Recording

Settings 111

Remote Telephones 111

Music On Hold (MOH) 112

Non-3Com Telephones 112

Creating and Managing Button Mappings 112

Mapping Access Buttons 113

Mappings for Telephone Users and Groups 114

Creating a Busy Lamp/Speed Dial Button Mapping 114

Creating a Delayed Ringing Pattern 115

Creating Groups and Button Mappings 116

Changing Device IP Settings 117

Configuring the Attendant Console 119

Adding an Attendant Console 119

Modifying an Attendant Console 120

Viewing Attendant Console Status 120

Removing an Attendant Console 121

Configuring Attendant Console Buttons 121

Changing Attendant Console IP Settings 122

Configuring Connectivity to a 3105 Attendant Console Through the

Serial Port 122

Connecting and Managing Analog Devices 124

Adding an Analog Terminal Card 125

Adding an Analog Terminal Adapter (ATA) 127

Modifying an Analog Terminal Port 127

Removing an Analog Terminal Adapter 127

Viewing The Status of an Analog Terminal Adapter 128

Advanced Settings 129

6 USER CONFIGURATION

Users 131

Phantom Mailboxes 131

Class of Service (CoS) 132

7

7 CALL DISTRIBUTION GROUPS

Automatic Call Distribution (ACD) 135

ACD Groups 136

ACD Shifts 139

Estimated Wait Time Announcements 140

In-Queue Digit Processing and Announcements 140

ACD Group Open/Close and Announcements 141

Announcements for SIP-Mode Systems 141

Wrap-Up Time 141

Streaming ACD Data Through a TCP Socket 143

ACD Considerations 143

Hardware Limits for ACD Groups 143

ACD Operations With Call Detail Reports (CDR) 143

Display Data 144

Voice Mail Port Usage 144

Using ACD 144

ACD Groups 145

ACD Announcements 146

ACD Agents 148

ACD Statistics 149

Hunt Groups 152

Linear and Circular Hunt Groups 154

Calling Groups 154

Call Coverage 154

Hunt Group Supervisory Monitoring 155

8 PSTN GATEWAY CONFIGURATION

Configuring and Managing Analog Line Card Ports 157

Configuring a Line Card Port 158

Modifying a Line Card Port 160

Removing a Line Card Port 160

Verifying Line Card Port Status 161

Rebooting a Line Card Port 161

Advanced Settings 161

Configuring and Managing Digital Line Cards 162

Adding a Digital Line Card 163

Configuring the Digital Line Card 166

8

167

Digital Line Card Status Lights 170

Modifying a Digital Line Card 173

Support of AT&T’s 4ESS Switch Protocol 176

Adding or Modifying a Digital Line Card Group 177

Modifying Card Channels 180

Modifying IP Settings 182

Removing a Digital Line Card 183

Setting Up a Digital Line Card at a Remote Location 183

Setting Up T1/E1 Logging 185

Viewing CSU State Information and Statistics 185

T1.231 Near End 186

T1.231 Far End 187

TR54016 Near End 187

TR54016 Far-End 187

G.826 Near End 187

G.826 Far End 188

Using Loopback Tests 188

Enabling or Disabling Loopback Tests 189

Obtaining a Dial Tone from a PBX System 190

9 NBX MESSAGING

Group List 195

NBX Voice Mail 196

Voice Mail Extensions 199

Voice Mail Passwords 199

IMAP for Integrated Voice Mail 199

Configurable Operators 200

Off-site Notification 202

Status 204

Port Usage 205

User Usage 205

Auto Attendant 206

Overview of Auto Attendant Features 206

Adding an Auto Attendant 208

Managing Auto Attendants 219

Voice Application Setup Utility 221

9

Testing the Auto Attendant 222

Voice Profile for Internet Mail 223

Control Parameters 224

Operations Management 224

Statistics 225

Advanced Settings 227

Configuring Domain Name Server Information 230

10 SIP-MODE OPERATIONS

Overview of SIP Mode on the NBX Platform 231

SIP Mode Operations 231

Device Support Details 234

Feature Support 235

Platforms Supported 236

Licensing and Resource Limits 237

Dial Plan Considerations 238

SIP Mode and ACD 239

Other Applications Support 239

Call Log Support 239

SNMP Support 239

SysLog Support 239

CDR Support 239

Enabling and Configuring SIP Mode 240

Install and Configure the System for SIP Mode 240

Enable SIP Mode 240

Add Messaging 242

Configure Auto Attendants 244

Configure Music on Hold 245

Configure ACD Delayed Announcements 245

Add Trusted SIP Interfaces 249

Add an Optional IP Conferencing Module 249

Adding Telephone Users and Devices 253

Adding a Generic SIP Telephone 253

Adding a 3Com 3108 Wireless Telephone 255

11 DIAL PLAN

Dial Plan Concepts and Overview 257

10

Call Process Flow 259

Inbound and Outbound Call Processing 259

System Database 260

System Dial Plan 260

Pretranslation 261

Routing 261

System Features Affected by the Dial Plan Configuration 262

Dial Plan Tables 263

Dial Plan Command Format 264

Internal Dial Plan Table 268

Incoming Dial Plan Table 268

Least Cost Routing Dial Plan Table 269

Adding New Dial Plan Tables 269

Dial Plan Pretranslators 270

Pretranslators for Incoming Calls 271

Pretranslators for Certain Outgoing Calls 272

Managing the Dial Plan Configuration File 273

Accessing the Dial Plan 274

Creating Dial Plan Configuration Files 274

Importing and Exporting Dial Plan Configuration Files 275

Importing a User-Defined Dial Plan 277

Exporting (Saving) a Dial Plan Configuration File 278

Testing a Dial Plan 279

Generating a Dial Plan Report 280

Modifying a Dial Plan Configuration File 281

Outdialing Prefix Settings 282

Managing Extensions 282

Extension Settings Overview 282

Changing Extension Length and Ranges 286

How Auto Discovery Assigns Extensions 287

Modifying Extensions 288

Converting Extensions 288

Managing Extension Lists 290

Adding an Extension List 292

Modifying an Extension List 293

Removing an Extension List 294

Managing Dial Plan Tables 294

Determining Which Devices Use Dial Plan Tables 294

11

Removing a Dial Plan Table 295

Managing Dial Plan Pretranslators 296

Identifying Devices Using Pretranslators 296

Creating a Pretranslator for VTL Calls 297

Identifying Devices Using Pretranslators for CLI 299

Removing a Pretranslator from the Dial Plan 300

Configuring the Dial Plan for the 4ESS Protocol (T1) 300

Dial Plan Configurations and VPIM 302

Configuring the Dial Plan for VPIM 303

Dial Plan Configuration File Commands 305

Dial Plan Command Summary 305

List of Dial Plan Commands 307

Sample Solutions Using Dial Plan Configuration File Commands 320

12 VIRTUAL CONNECTIONS

Overview of Virtual Tie Lines 329

VTL Connections Using Unique Extension Ranges 330

VTL Connections Using Site Codes 331

Conference Calls Using VTL Connections 332

How to Configure a Virtual Tie Line 333

License Installation 333

Dial Plan Configuration 334

Updating the Extension List 337

Adding VTL Devices to the Pretranslators (Optional) 338

Verification of the Virtual Tie Line 339

Call Rerouting for Virtual Tie Lines 341

Example Dial Plan Entries 341

Managing Existing Virtual Tie Lines 343

Modifying a Virtual Tie Line Name 343

Viewing and Resetting Virtual Tie Line Statistics 343

Enabling Audio Compression for VTL Calls 344

Enabling Silence Suppression on VTL Calls 345

Using a VTL Password 345

Configuring a VTL Password 346

Configuring VTL Passwords in the Dial Plan 346

Toll Calls Without a VTL Password 349

Music On Hold 349

12

Troubleshooting VTL Calls 349

TAPI Route Points 351

Redirect Behaviors 351

TAPI Route Point Capacities 353

Creating a TAPI Route Point 353

Modifying a TAPI Route Point 353

Viewing TAPI Route Point Statistics 353

Specifying TAPI Line Redirect Timeout 354

TAPI Supervisory Monitoring 354

Supervisory Monitoring Modes 355

TAPI Settings 356

13 DOWNLOADS

Software 357

LabelMaker 358

Documentation and Reference Guides 358

14 LICENSING AND UPGRADES

Licenses 361

Add a License 362

Remove a License 362

Usage Report 363

Backing Up Licenses 363

Restoring Backed-Up Licenses 363

Obtaining Details of License History 363

Software Upgrade 364

System Software Licensing 365

Restricted Operation 366

Considerations 367

Customer Service 367

Third-Party Drivers 368

Software Upgrades 368

Third-Party Telephone Groups 368

15 REPORTS

Directory 371

13

Device List 371

System Data 372

Disk Status 372

Power Supply Status 372

16 NETWORK MANAGEMENT

SNMP 373

Terminology and Acronyms 374

SNMP Managers and Agents 374

SNMP Security 375

Community Strings 375

User-based Security Model (USM) 376

View-based Access Control Model (SNMPv1, SNMPv2c and

SNMPv3) 376

Traps, Notifications, and Informs 377

Special Considerations 378

MIBs and MIB Objects 378

MIBs Used on the System 379

Standard SNMPv3 MIBs 380

Other IEEE/RFC MIBs 380

3Com MIB Objects 381

Diagnostics for 3Com MIB Objects 383

Persistent Storage 385

Agent Conformance Reference 385

Network Management Applications 387

Applicable Endpoints 387

Syslog 389

Transport Mechanism 390

Terminology 390

3Com Implementation 390

Syslog Message Components 391

PRI (Priority) Message Component 391

Header Component 398

MSG Component 401

Syslog Security Considerations 402

Message Forgery 402

Periodic Timestamp on Console (PTOC) 403

14

Event Logging 403

Maintenance Alerts 404

17 COUNTRY SETTINGS

Regional Software 407

Install Regional Software 408

Remove Regional Software 409

Regional Details 409

Regional Settings 410

18 TROUBLESHOOTING

Using the Telephone Local User Interface Utility 413

The 3Com Telephone Local Configuration Application 429

Installing the 3Com TLC Application 430

Using the TLC Application 430

Using H3PingIP 430

System-level Troubleshooting 431

Digital Line Card Troubleshooting 433

Alarm Conditions (Overview) 434

Alarm Descriptions 435

Alarms on NBX Digital Line Cards 436

Configuration and Status Reports 437

Connecting a Computer to a Serial Port 444

Servicing the Network Call Processor Battery 445

Getting Service and Support 446

A INTEGRATING THIRD-PARTY MESSAGING

Installing Software on the Third-Party Messaging Server 447

Configuring the System 448

Configuring NBXTSP on the Server 449

15

B ISDN COMPLETION CAUSE CODES

C CONFIGURING OPTION 184 ON A WINDOWS 2000 DHCP

S

ERVER

Overview 457

Creating Option 184 458

Editing Option 184 Values 458

Activating Option 184 459

D CONNEXTIONS H.323 GATEWAY

Overview of ConneXtions 461

Installation Requirements 462

WAN Router 462

Windows-based System 463

ConneXtions Software 465

Preparing for Installation 465

Assembling System Information 466

Verifying the G.723 Converter 466

Configuring Licenses 466

Installing ConneXtions 468

Finishing the Installation 470

Overview of H.323 471

Negotiated Connections 471

Negotiated Voice Compression 472

Standard Extensions 473

Remote Internet Device Connections 473

The H.323 Connection 474

Connection Considerations 474

Overall Connectivity 475

Quality of Service 476

Quality of Service Control 478

Special Issues 480

Firewall Security 480

Gateway Load 482

Remote Access 483

PBX Connections 484

16

Class of Service 486

IP Type of Service and Differentiated Services 486

Alternate Gatekeepers 487

Checking Connections 487

Gateway Checks 487

Network Checks 488

Placing Calls 492

IP Address Entry 492

Speed Dials 493

One Button Access 494

Entering Digits During Calls 495

Receiving Calls 495

Auto Attendant 496

Attendant Console 496

Other Extensions 497

Handling Conference Calls 497

Related H.323 Documentation 497

E CALLER ID

Forwarded Calls and Caller ID 499

Long Caller ID Character Strings 499

Specific Caller ID Situations 500

Analog Telephones 500

Bridged Extension Telephones 501

Calls That Are Forwarded Multiple Times 501

External Calls 501

Internal Calls 503

Nortel Phones 503

Parked Calls 503

Second Incoming Call 503

TAPI Calls 503

TAPI Redirected Calls 503

VTL Calls 503

Calls Transferred to Hunt Groups 503

3Com Cordless Calls 504

17

F OUTBOUND CALLER ID AND 911 SERVICE

Sample Dial Plan 506

Internal 3-Digit Extensions 506

Incoming DID Section 506

Least Cost Routing Portion 507

Pretranslators (Part 1) 508

Pretranslators (Part2) 509

G NBX ENTERPRISE MIB

GLOSSARY

INDEX

3COM CORPORATION LIMITED WARRANTY

FCC CLASS A VERIFICATION STATEMENT

FCC CLASS B STATEMENT

FCC DECLARATION OF CONFORMITY

18

ABOUT THIS GUIDE

This guide describes how to configure and manage NBX

®

Networked

Telephony Systems. For information about how to install 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 DVD.

How to Use

This Guide

Table 1 can help you find information in this guide.

Table 1 Overview of This Guide

An overview of the systems Chapter 1

Configure system settings Chapter 2

Configure system features Chapter 3

Maintain the system Chapter 4

Configure telephones Chapter 5

Configure user settings Chapter 6

Configure Automatic Call Distribution Chapter 7

Configure and manage digital and analog line cards Chapter 8

Configure NBX Voice Messaging (voice mail), Auto Attendant, and

Voice Profile for Internet Mail (VPIM)

Chapter 9

Enable and configure Session Initiation Protocol (SIP) operation Chapter 10

Prepare and configure the dial plan Chapter 11

Configure Virtual Tie Lines and TAPI Rout Points Chapter 12

Download optional software and the LabelMaker utility Chapter 13

Licensing and upgrade information Chapter 14

Create reports Chapter 15

Configure SNMP, Syslog, event logging and maintenance alerts Chapter 16

Install and configure international language settings Chapter 17

20 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.

Troubleshooting information Chapter 18

Third-party messaging system Appendix A

ISDN Completion Cause Codes Appendix B

Option 184 on a Windows 2000 DHCP server Appendix C

3Com ConneXtions software Appendix D

Caller ID behavior Appendix E

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 579

Table 1 Overview of This Guide

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

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