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Transcript of BCM 4.0 System Overview - 4.0 Overvie · PDF file 6 Chapter 1 Getting started N0060607...

  • BCM 4.0 Business Communications Manager

    Document Status:Standard

    Document Version: 04

    Part Code: N0060607

    Date: June 2006

    BCM 4.0 System Overview

  • Copyright © 2006 Nortel Networks, All Rights Reserved

    The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks.

    Trademarks

    Nortel, the Nortel logo, and the Globemark are trademarks of Nortel Networks. Microsoft, MS, MS-DOS, Windows, and Windows NT are trademarks of Microsoft Corporation. All other trademarks and registered trademarks are the property of their respective owners.

  • 3

    BCM 4.0 System Overview

    Contents

    Chapter 1 Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

    About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

    Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

    Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

    Related publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

    Chapter 2 BCM 4.0 system overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

    BCM 4.0 capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

    Linux upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

    Management upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

    Proactive Voice Quality Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

    Ad-Hoc Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

    Meridian Customer-Defined Network Trunk Anti-Tromboning with integrated

    applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

    Voice enabled WAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

    Session-initiated protocol enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

    Security enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

    Terminal and mobility support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

    Global market . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

    BCM 4.0 Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

    Ease of installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

    Remote management accessibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

    On-Box and device manageability features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

    Log management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

    Set-Based administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

    Element Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

    Network Configuration Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

    BCM 4.0 Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

    CallPilot Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

    CallPilot options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

    CallPilot/Voicemail enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

    Intelligent Contact Centre . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

    Multimedia Contact Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

    LAN CTE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

    Call Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

    Personal Call Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

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    Interactive Voice Response . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

    Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

  • 5

    BCM 4.0 System Overview

    Chapter 1 Getting started

    About this guide This system overview gives a high-level understanding of the core capabilities and features of the BCM 4.0 upgrade. In addition, it also indicates what capabilities and features are not supported with the BCM 4.0 upgrade.

    Audience This overview is for installers, network administrators, and anyone else who is interested in the BCM 4.0 upgrade.

    Acronyms The following is a list of acronyms used in this guide.

    Acronym Description

    OS Operating System

    PVQM Proactive Voice Quality Monitoring

    QoE Quality of Experience

    FR Frame Relay

    PPP Point-to-Point Protocol (PPP)

    MCDN Meridian Customer Defined Network

    TAT Trunk Anti-Tromboning

    TRO Trunk Route Optimization

    SIP Session Initiated Protocol

    NCRI Network Call Redirection Info

    ICCL ISDN Call Connection Limit

    MWI Message Waiting Indication

    SHA1 Secure Hashing Algorithm 1

    SFTP Secure File Transfer Protocol

    SNMP Simple Network Management Protocol

    KEM Key Expansion Module

    CDR Call Detail Records

  • 6 Chapter 1 Getting started

    N0060607

    Related publications This section provides a list of additional documents for BCM 4.0. To locate specific information, you can refer to the Master Index of BCM 4.0 Library.

    BCM 4.0 Unified Messaging Configuration Guide (N0060611)

    CallPilot Fax Set Up and Operation Guide (P0606017)

    CallPilot Message Networking Set Up and Operation Guide (N0027249)

    BCM 4.0 Personal Call Manager User Guide (N0027256 02)

    Contact Center Set Up and Operation Guide (N0060620)

    BCM 4.0 LAN CTE Configuration Guide (N0060604)

    BCM 4.0 Call Detail Recording System Administration Guide (N0060599)

    MIB Management Information Base

    CIM Common Information Model

    DMTF Distributed Management Task Force

    NCM Network Configuration Manager

    CCR Custom Call Routing

    VPIM Voice Profile for Internet Mail

    AMIS Audio Messaging Interchange Specification

    ICC Intelligent Contact Center

    CC Call Center

    PSTN Public Switched Telephone Network

    CTI Computer Telephony Integration

    LAN CTE Local Area Network Computer Telephony Engine

    IVR Interactive Voice Response

    Acronym Description

  • Getting started Chapter 1 7

    BCM 4.0 System Overview

    How to get Help

    This section explains how to get help for Nortel products and services.

    Getting Help from the Nortel Web site

    The best way to get technical support for Nortel products is from the Nortel Technical Support Web site:

    http://www.nortel.com/support

    This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. More specifically, the site enables you to:

    • download software, documentation, and product bulletins

    • search the Technical Support Web site and the Nortel Knowledge Base for answers to technical issues

    • sign up for automatic notification of new software and documentation for Nortel equipment

    • open and manage technical support cases

    Getting Help over the phone from a Nortel Solutions Center

    If you don’t find the information you require on the Nortel Technical Support Web site, and have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.

    In North America, call 1-800-4NORTEL (1-800-466-7835).

    Outside North America, go to the following Web site to obtain the phone number for your region:

    http://www.nortel.com/callus

    Getting Help from a specialist by using an Express Routing Code

    To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. To locate the ERC for your product or service, go to:

    http://www.nortel.com/erc

    Getting Help thr