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.

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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

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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