MCD Basic I&M - 6.0 - 2

MITEL
COMMUNICATIONS
DIRECTOR (MCD)
BASIC INSTALLATION AND MAINTENANCE COURSE

MANUAL
ISSUE 2
SOFTWARE RELEASE 6.0
MCD Basic Installation and Maintenance Course
NOTICE
The information contained in this document is believed to be accurate in all respects but is not
warranted by Mitel Corporation (MITEL). The information is subject to change without notice and
should not be construed in any way as a commitment by Mitel or any of its affiliates or
subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or
omissions in this document. Revisions of this document or new editions of it may be issued to
incorporate such changes
Inter-Tel® is a registered trademark of Inter-Tel (Delaware), Incorporated.

Mitel® is a registered trademark of Mitel Networks Corporation.
All other trademarks mentioned in this document are the property of their respective owners,
including Mitel Networks Corporation and Inter-Tel (Delaware), Incorporated. All rights reserved.
© 2013 Mitel Networks Corporation
Personal use of this material is permitted. However, permission to reprint/republish this material
for advertising or promotional purposes or for creating new collective works for resale or
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works must be obtained from Mitel Networks Corporation.
Table of Contents
1. Course Resources
2. Establishing Communications with the Controller
3. DHCP and VLANs
4. Configuring the Hardware (3300 ICP Only)
5. Assigning Access Privileges
6. Healthy System Checklist
7. User and Device Configuration
8. Controlling Phone Features With Classes of Service
9. Telephone Directory
10. Attendant Consoles
11. Troubleshooting the System and the Sets
12. Hunt/Pickup/Ring Groups
13. SMDR, Printers, and System Ports
14. Digital Trunks (3300 ICP Only)
15. Automatic Route Selection (ARS)
16. Hot Desking
17. Call Rerouting
i
18. MCD Embedded Voice Mail
19. Music On Hold and Paging
20. Upgrading or Reloading Software
Appendices
A. Mitel Integrated Configuration Wizard (MiCW)
B. Interconnect Restrictions
C. Tenanting
D. Speed Calls
E. Intercept Handling
F. Account Codes
G. Traffic Reporting
H. Scheduler
ii MCD Basic I&M TOC_rev6.doc

Student Code of Conduct

Mitel Training makes every effort possible to provide a safe, clean and professional environment
for students attending training classes. It has become necessary, for the benefit of all students,
to define what is expected from those attending classes at Mitel Training. Please observe the
following guidelines.
Punctuality
Classes begin promptly at the time designated by your instructor. Students are required to
return from breaks and lunch promptly, as the instructor specifies. Instructors will begin lectures
promptly at the scheduled times.
Appropriate Behavior
Students are expected to participate in class as professionals. Disruptive behavior will not be
tolerated.
Disruptive behavior is any action interfering with the instructor’s presentation or action
distracting from another student’s ability to participate in the class. If, at the instructor’s
discretion, a student is being disruptive, the following steps will be taken:
• 1st Occurrence: Verbal warning. The student will be advised that his or her behavior is
disruptive.
• 2nd Occurrence: Verbal warning. The student and the student’s manager or supervisor will
be informed that this is the final warning.
• 3rd and Final Occurrence: The student will be dismissed from the remainder of class and
the student’s manager or supervisor will be informed that the student has been released
from class. The only option available to the student is to take the course exam at a
proctored testing center, at the student’s expense, or retake the course, in its entirety, at full
tuition. No refund will be issued.
Training Equipment
Mitel Training has made every effort to provide a “state-of-the-art” training facility and training
equipment. Every effort has been made to provide the technology and equipment necessary to
provide students with a real-world environment. All training systems and equipment (including
PCs and the PC Network) are provided as tools to enhance the training experience. Equipment
is only to be accessed and utilized for the completion of class lab exercises as the instructor
indicates. Unauthorized exploring of, or experimenting with the training equipment will be
considered disruptive behavior and will not be tolerated.
Leaving Class Prior to the Final Certification Exam

Occasionally, a student may have a bona fide reason to leave class early due to a family
emergency, death in the family, etc. If a student must leave class prior to the administration of
the final written exam for any reason, the only option available to the student is to complete the
final written exam at a proctored testing center. Testing fees from the testing center are the
responsibility of the student and/or company requesting the test.
iii
Course Description, Certification, and Prerequisites
This MCD Basic Installation and Maintenance course covers fundamental tasks involved in
installing, configuring, and troubleshooting a single standalone MCD.
This course qualifies new technicians as MCD Basic System Installers with MCD Release 6.0
Basic certification.
MCD Basic Installation and Maintenance Certification

To become certified on a basic MCD, trainees must successfully complete the following, in the
order listed:
• MCD Primer Self-Study
• One of the following:

| Networking 4 VoIP Self-Study
| Convergence Technologies Professional (CTP) Certification
| Cisco Certified Network Associate (CCNA) Certification
• MCD Basic Installation and Maintenance Course Leader-Led
Important Note
Certification in this course requires:
• Attendance and participation in all class sessions.
• Completion of all labs.
• A passing grade of 80% on the certification test.
iv MCD Basic I&M Intro_rev6.doc

MCD Basic Installation and Maintenance Prerequisites

Registration will not be accepted until the student has successfully completed the MCD Primer
Self-Study course and the Networking 4 VoIP Self-Study, or one of its equivalents listed above.
Although not required, it is recommended that students with no previous telephony or VoIP
experience should complete the Voice and Data Technology Primer Self-Study course. It is
available free of charge in the course catalogue.
To get the maximum benefit from this course, it is recommended that student spend some On-
Job-Training time both prior to and after this course.
Mitel IP Phone – Feature Teacher is also recommended.
Important Note
Before registering for this course, it is imperative that students have a working
knowledge of IP based LANs including routers, switches, DHCP, FTP, and
Telnet. It is equally important that students be very comfortable with PCs,
including network configuration and IP utilities.
Please note that instructors will not spend extra time with students who do not have the
necessary knowledge. Instructors may, at their discretion, dismiss students who do not meet
prerequisite requirements. Should this happen, course fees will prevail and the student will not
receive certification for the course.
v
Resources
During this course, you will be using the following resources:
• Student Manual
• Online Help
• Technician’s Handbook
• General Information Guide
• Engineering Guidelines
• Hardware Technical Reference Manual
• Troubleshooting Guide
vi MCD Basic I&M Intro_rev6.doc

COURSE RESOURCES
1
Objectives
When you finish this module, you will be able to:
State the major sections in this student manual.

Identify the major sections of each module.
Match the icons with their purpose.
Proceed through a lab exercise in an organized manner.
Navigate to the Mitel Product Documentation web page.
Launch the System Administration Tool Help file.
Recall how to get assistance with the Group Administration Tool and
Desktop Tool.
Access the General Information Guide (GIG).
Describe the Technician’s Handbook.
Locate the Engineering Guidelines.
Identify the Hardware Technical Reference Manual.
Access the Mitel Voice Cluster Design and Implementation document.
Understand how to use the Troubleshooting Guide.
Access the Voice Quality Troubleshooting Guide.
Explain the Resiliency Guidelines document.
1-2 Course Resources_rev4.doc

COURSE RESOURCES
Student Manual
This Student Manual, located on the USB Drive, contains all courseware needed to successfully
complete this course. It is your primary resource.
The printed Lab Workbook contains all labs needed to successfully complete this course.
This section provides a brief introduction to your student manual and lab workbook.
Course Modules
This Student Manual contains a series of course modules. Each module allows you to
accomplish a specific goal or task associated with MCD. The course modules are organized in a
logical manner. Once you successfully complete the first module’s objectives, proceed to the
next module. Continue until all required modules are complete.
What’s In a Typical Course Module?

A typical course module will contain the following key components:
Module Title Page

Each course module has a title page. The title page displays the name of the module
and provides the Objectives for that module.
Module Content
Each course module will typically contain:
• An introduction to what you will learn.
• A working example of what you will learn.
• Exercises for you to complete.
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Module Icons
The icons used in the modules and their general meanings are:
Reference
Directs you to additional reference information in the technical documents,
Online Help, or other product support documents. It may also refer you to
reference material outside the classroom.
Note
Identifies a key point of interest or a message set off from the text.
Caution
Identifies a potentially hazardous or very important situation that may result in
injury to you or damage to the equipment.
Remote Training
Identifies situations or limitations that may apply when accessing a lab training
environment through a remote network connection.
Lab Workbook
The following is an example of how the labs are structured. Check off the steps as they are
successfully completed. This will help the instructor monitor your progress. If you do not get the
expected results, check the previous steps or ask your instructor for assistance.
Step Task Expected Result/Observations 9
1 Insert coin into coffee machine. The Make Selection light

turns on.
2 Press Regular or Decaf button. The Cream and Sugar lights
turn on.
3 Press Cream button if desired.
4 Press Sugar button if desired.
5 Press Brew button. Coffee is dispensed.
6 Is the coffee hot? Yes

COURSE RESOURCES
Mitel OnLine (MOL) Web Site
Use the MOL web site to get the most recent information and documentation. An MOL account
is required. MOL can be accessed at www.mitel.com and logging in.
For example, to view or download the latest Technician’s Handbook, follow these steps.
1. Navigate to the MOL web page and log in.
2. Hover over Support and select Product Documentation. The Technical Documents window
opens.
3. Select the Technician’s Handbook for the appropriate release. The Technician’s Handbook
is displayed.
Other
important
technical
documents
Note
Some documents may only appear under an older release. This does not
affect the validity of the document.
Technician’s Toolbox
The Technician’s Toolbox has resources and is available on MOL. Hover over Training and then
select Technician’s Toolbox.
1-5
Student USB Drive
You have been provided a USB drive to use as a reference during this course. It contains the
Student Manual plus various files added at the instructor’s discretion. Files may also be located
on your student PC or an FTP server. Consult the instructor regarding the location of these files.

COURSE RESOURCES
Embedded Help Resources

Once the ESM tool is opened, the user is presented with three choices:
• System Administration Tool
• Group Administration Tool
• Desktop User Tool

The System Administration Tool has an embedded help file, as mentioned in the previous
section. This Help file can also be installed and used independent of ESM.
The following figure shows how to use the Contents view in the System Administration Tool help
file. The top-level books are shown open to reveal the content structure.
Click here to
access the
Technical
Documentation
1-7
The following figure shows how to use the Index in the System Administration Tool help file to
locate ACD first, and then select ACD Programming.
Note
The Contents view and the Index view are related. Selecting a topic in one
view allows you to access the same topic in the other view.

COURSE RESOURCES
The following figure shows how to use the Glossary in the System Administration Tool help file.
Accessing the
Glossary retains
the topic view
The following figure shows how to use the Search and Search Tips in the System Administration
Tool help file.
Searching tips
1-9
Useful Information in the System Administration Tool Help

The following shows the location of information on how to get help when you need it.
The following screen shows the location of information on how to use ESM.

COURSE RESOURCES
The following screen shows the location of information on the installation sequence.
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The following screen shows the location of information on the ESM forms.

COURSE RESOURCES
The Group Administration Tool and Desktop Tool have context-sensitive user instructions.
When an item is selected, a brief description is automatically displayed in a separate pane.
This figure is an example of using the Group Administration Tool help.
Select here
Help is displayed here
1-13
This figure is an example of using the Desktop Tool help.
Select feature here.
Select button
Here.
Button help is displayed here.

Feature description is displayed here.

COURSE RESOURCES
Important Technical Documents
Along with the System Administration Tool Help file, use these documents to plan an
installation, install a system, and maintain a system. Many can be accessed by clicking the PDF
icon in the System Administration Tool Help.
• Technician’s Handbook – Contains detailed instructions and information that a Technician

will need in the field.
Reference
The Technician’s Handbook is a valuable resource. If you can’t find the
desired information in this student manual or the Online Help file, you will
likely find it in the Technician’s Handbook.
• General Information Guide – provides an overview of the system and its peripherals and
applications. It is good information for a new user and is often used in sales proposals.
• Engineering Guidelines – used to plan an installation at a customer site, highlighting

important site considerations.
• Hardware Technical Reference Manual – provides system specifications.
• Troubleshooting Guide – lists problem symptoms, possible causes, and corrective actions
for installation and configuration issues.
• Site Planning Guide – helps when planning new MCD sites.
Other Useful Documents

Some other useful documents are:
• Resiliency Guidelines – An overview of the Mitel Resiliency solution, contains tools to

understand, plan, and implement a resilient network.
• Mitel Voice Cluster Design and Implementation Document - provides instructions on how to
set up a cluster of MCD systems on a new site to support remote telephone directory
number synchronization and Multi-Node Management applications.
• Voice Quality Troubleshooting Guide - provides information on how to troubleshoot voice

quality issues on the MCD platform and its supported applications.
• User and Installation guides for the phones (sets), consoles, etc.
1-15
Reference
Some public forums available to you are:
http://www.tek-tips.com/threadminder.cfm?pid=1329
http://www.mitelforums.com/forum/index.php
http://www.sundance-
communications.com/forum/ultimatebb.php?/ubb/forum/f/6.html
http://pbxinfo.com/mitel/

COURSE RESOURCES
Terms and Acronyms
Term or
Definition Description
Acronym
AA Auto Attendant Replaces a live operator and directs callers to the appropriate
extensions or voice mailboxes
ACD Automatic Call Distribution Calls are routed to groups of agents based on the type of
information or service required by the caller
ADI Alternate Digit Inversion Even bits are inverted
A-law A-law European standard companding algorithm
AMB Analog Main Board Provides embedded analog capability with Loop Start, ONS, Music
On Hold, and Paging circuits
AMC Application Management Mitel's licensing web site
Center
AOB Analog Option Board Expands on the AMB, providing support for four more ONS phones
and six more LS/CLASS trunks
ARID Application Record ID A value obtained from the Mitel AMC, used to license software on a
specific MCD controller.
ARS Automatic Route Selection Routes outgoing calls based on digits dialed by the caller
ASU Analog Services Unit A component of the 3300 ICP that provides analog connectivity to
the system
AX Analog Switch Mitel controller type
BCC Bay Control Card Interface card in an SX-200 bay that connects to an MXe
BLF Busy Lamp Field Identifies busy or idle status of circuits assigned to the keys
BRI Basic Rate Interface ISDN digital I/F carried over one or two twisted-pair copper wires.
Provides two B-channels (voice, at 64 Kbps) and one D-channel
(control, at 16 Kbps)
CAS Channel Associated Signaling information is transmitted over the traffic channels
Signaling themselves
CCS Common-Channel Signaling The signaling information for a number of traffic channels is passed
as messages over one channel on a multi-channel digital link
CDE Customer Data Entry When data particular to a specific customer installation is entered
into the system
CEID Cluster Element ID A digit string used to identify an element in a cluster
CEPT European Conference of A coordinating body for European state telecommunications and
Postal and postal organizations
Telecommunications
Administrators
CESID Caller Emergency Service A number that uniquely identifies the device that dialed 911. The
Identification CESID is fed into the Automatic Location Identification (ALI)
database at the Public Safety Answering Point (PSAP) so that
emergency services can be dispatched to the correct location.
CIM Copper Interface Module Provides a copper communications link between the control cabinet
and a peripheral cabinet or a PRI card bay
CLASS Custom Local Area Permits advanced voice features such as Calling Line ID digits and
Signaling Service CLASS Name to accompany or precede the telephone call across
multiple switches
CLI / CLID Calling Line Identification Caller Identification in Europe
CLIP Calling Line Identification Caller Identification for wireless
Presentation
Cluster Cluster A grouping of MCD systems that share common dialing plans, or
common directory information, such as Remote Directory Numbers
with Telephone Directory
1-17
Term or
Acronym
CO Central Office Where switching of phone calls is accomplished, local and toll
(Switching Center or Exchange), provides local phone service
connections
COR Class of Restriction Limits a station's access to specified numbers
COS Class Of Service Defines a station or trunk's feature and timer options
COV Control Over Voice Used by the voice mail system to perform most of its signaling
functions
CP Call Processing Hardware/software that performs call-handling
CPN Calling Party Number CPN substitution is typically used to show the customer's corporate
name and number for all outgoing calls to the public network.
CSV Comma-Separated Values Used for moving tabular data between two different computer
programs, such as between MCD database programming and a
spreadsheet program such as Excel
CX Compact Switch Mitel controller type
CXi Compact Switch w/ Mitel controller type
Integrated Layer 2 Switch
DBMS Database Management Turns on the DBMS_Initialized flag which tells the system to save
System the database, and all future changes, to the hard drive. It makes
sure the programmed database is correctly loaded from the hard
disk when the system starts up or resets and ensures the database
is free from errors by performing a routine check. It starts the
underlying DHCP server service on MCD.
DDI Direct Dialing Inward European DID
DHCP Dynamic Host Configuration Automates the assignment of IP addresses of devices on a network
Protocol from a central server
DID Direct Inward Dialing Trunk from CO to PBX that allows calling directly to inside
extension without operator intervention
DISA Direct Inward System Feature allowing outside party to dial into system from an external
Access DTMF phone, then access internal system resources or stations
DMP DNIC MOH Pager Unit that connects to a port on a Peripheral Cabinet DNI Line Card,
and provides an external music source for MOH and an external
paging amplifier for Paging
DN Directory Number Any dialable number
DND Do-Not-Disturb Station feature preventing callers from ringing phone
DNI Digital Network Interface Allows the programming of Mitel digital devices
DNIC Digital Network Interface Provides a digital interface from the system to Mitel SUPERSET
card telephones and SUPERCONSOLE 1000 attendant consoles
DNIS Dialed Number Identification Identifies which 800 number was called; identifies called party's
Service number
DPNSS Digital Private Network Industry standard interface defined between a PBX and an access
Signaling System network. Expands the facilities normally only available between
extensions on a single PBX to all extensions on PBXs that are
connected together in a private network
DSCP Differentiated Services A method that attempts to guarantee QoS on large networks by
Code Point assigning priority to traffic based on packet type (e.g., voice or data)
DSP Digital Signal Processors Allows certain functions to be performed digitally on phones;
processes digital information to be used in an application
DSS Direct Station Selection Allows attendant to transfer call to selected station with one of many
buttons
DTMF Dual-Tone Multi-Frequency Tone pairs from touch-tone buttons 0-9, #, and *
DTS Direct Trunk Select A private line to the public network, allows individual digital trunks to
be assigned to line keys on multiline sets

COURSE RESOURCES
Term or
Acronym
E1 E1 Similar to the North American T-1, E1 is the European format for
digital transmission. 30 digitized voice channels, or it can carry data
at a rate of 2.048 megabits per second
E2T Ethernet-to-TDM Ethernet to TDM converter, serves as a gateway between the
traditional circuit-switched, TDM telephone systems and IP devices
on the Ethernet
E&M Ear & Mouth Also called "tie" lines, trunks that tie two distant phone systems
together
EDT Embedded Digital Trunk Maintenance commands that provide diagnostic information for
embedded digital trunks
EHDU External Hot Desk User A caller only needs to dial the extension number assigned to the
user and the system automatically rings the user's cell phone, home
phone or other device of choice—including an extension on another
private network or PBX
EMEA Europe, Middle East, and A regional designation used for government, marketing and
Africa business purposes
ESM Embedded System A web browser interface used to program the system database and
Management perform maintenance functions
EUM Embedded Unified Allows MCD users to manage their voice messages with one or
Messaging more IMAP-enabled e-mail clients.
EVM Embedded Voice Mail MCD includes a complete voice mail system.
FAC Feature Access Code A code, dialed by a subscriber, used to turn a feature on or off
FD DSU Fiber Distributed Digital Holds up to four DSU cards and two FIMs. The DSU cards provide
Services Unit digital trunk interfaces for public or private network access and
specialized digital functions. Interfaces with an MXe via Dual FIM.
Discontinued but still supported.
FD PER Fiber Distributed Peripheral Each peripheral cabinet holds up to 12 peripheral interface cards
Cabinet and provides up to 192 ONS or DNI ports. Interfaces with an MXe
or AX via a Dual FIM. Discontinued but still supported.
FIM Fiber Interface Module A MMC that supports the transmission of voice and data signals
over fiber optic cables
GARID Group Application Record A value obtained from the AMC, used to license software on two or
ID more MCD systems that are grouped into a single entity on the
AMC for licensing purposes.
GIG General Information Guide An overview of the system and its associated peripherals and
applications, intended for new users
GS Ground Start Signaling method between two machines, one grounds one side of
the line, the other detects the ground
HST Handoff Services Type Shell commands used to perform various resiliency-related
maintenance and troubleshooting operations
IC Intercom Call Internal station-to-station call
ICP IP Communications Mitel product family that uses IP for communications
Platform
IMAT ISDN Maintenance and A tool developed by Mitel Networks for programming ISDN onto
Administration Tool their NSUs and Peripheral Cabinets
ISDN Integrated Services Digital International standard for digital data and voice services throughout
Network the world, allowing them to connect
LBN Location Based Numbers DNs for services or destinations considered to be location-based,
such as Emergency (911), Directory Assistance (411), Security,
Help Desk, etc.
LBR Location Based Routing A call from an extension to a service or destination, such as
Emergency (911), Directory Assistance (411), or a corporate Help
Desk is sent to the service situated in the same network zone as
the originating device.
1-19
Term or
Acronym
LS Loop Start Usual method of detecting off-hook where one end closes the loop
and the other end detects the resulting current flow
MAC Media Access Control A computer's or IP phone's unique hardware number, hard coded
into the NIC
MAS Mitel Application Suite A software solution for MCD that provides co-residency features for
applications, such as NuPoint Unified Messaging, Teleworker,
Unified Communicator Mobile, and Audio and Web Conferencing.
MAS supports the co-residency of multiple applications
MCD Mitel Communications Call control software on the 3300 ICP, or industry standard Sun
Director Microsystems, HP, and IBM servers, or in a virtual environment.
MUG Multi-Device User Group A Personal Ring Group (PRG) that requires just one license for the
entire group.
MGCP Media Gateway Control Internal protocol used within a distributed VoIP system appearing to
Protocol the outside world as a single VoIP gateway. A client-server protocol
used by telephony providers to control subscribers.
MiCD Multi-Instance Multiple instances of MCD call control software on an industry
Communications Director standard server platform
MiCW Mitel Configuration Wizard Allows you to perform initial system setup and user commissioning
of an MCD system
MiNET Mitel Network Mitel's proprietary signaling protocol used to control Mitel IP and
TDM telephones
MiTAI Mitel Networks Telephony Used by applications to communicate with Mitel PBXs
Application Interface
MMC Mitel Mezzanine Cards Expansion cards for ICP products
MNM Multi-Node Management A series of applications that allow you to maintain a group of
network elements from an MCD System Administration Tool
session on any of the elements in the group. These applications are
supported for network elements that are grouped together within an
SDS Administrative Group.
MOH Music-on-Hold External music source is used to play music while caller is on hold
MOL Mitel OnLine A secure global website for Authorized Mitel Solution Providers,
Channel Partners, Developers, Consultants, and User Groups
MSDN Mitel Superswitch™ Digital Mitel proprietary network protocol used on digital trunk lines to
Network directly inter-connect two Mitel PBXs. Digital signaling scheme is
used within a private network to pass call information between the
system nodes in the network. Uses CCS.
Mu-law Mu-law North America/Japan standard companding algorithm
MXe / MXe II Medium Switch - Embedded Mitel controller type
NPUM NuPoint Unified Messaging A powerful, server-based voice processing system that provides call
processing along with voice messaging and paging support.
NSU Network Service Unit Hardware on which a T1 or E1 trunk terminates
NTP Network Time Protocol Allows system to set time from the network
ONS On-Premise Station Stations installed on the same premise as the PBX
ONSp On-Premise Station System ONS ports that are protected from surges and lightning
Protected
PCM Pulse-Code Modulation A method used to digitally represent sampled analog signals
PDN Portable Directory Number Extension number that is not restricted by the PBX to which it is
connected. A user can keep their extension number when moving
from one system to another. Also referred to as Remote Directory
Number (RDN)
PFT Power Fail Transfer Also known as emergency switching. Ensures that external trunks
are connected to several single line telephones in the event that the
power fails on the phone system

COURSE RESOURCES
Term or
Acronym
PKM Programmable Key Modules Adds programmable keys to some IP phones, installs in the back to
allow the 12- or 48-button IP PKM to connect to the IP phone
without using an additional LAN port
PLID Physical Location Identifiers Four digits identifying the cabinet number, shelf number, slot
number and circuit number
PMS Property Management Provides a center for managing a hotel business. Can interface with
System a front desk system to provide reservation control, centralized
accounting and billing, and call logging
PRG Personal Ring Group An association of two or more devices for a single user under a
common DN. The devices ring simultaneously.
PRI Primary Rate Interface ISDN digital interface, similar to T1, carried over twisted-pair copper
wires. 24 B-channels (voice), or 23 B and one data channel
QoS Quality of Service In the fields of packet-switched networks and computer networking,
refers to control mechanisms that provide different priority to
different users, or guarantee a certain level of performance to a
data flow in accordance with requests from the application program.
QoS guarantees are important if the network capacity is limited,
especially for real-time streaming multimedia applications, for
example VoIP.
QSIG Q Reference Point Signaling Signaling system to enable communications between PBXs
System
RAC Record-A-Call A voice processor application that allows a user to record an
ongoing call as a mailbox message
RAD Recorded Announcement Automatically answers a call and delivers a pre-recorded message.
Device RAD is often used to inform a caller that they are in a queue and
their call will be dealt in due order. No longer an actual device, it's
simply a stored recording.
RAID Redundant Array of Data storage scheme using multiple hard drives to share or
Independent Disks replicate data among the drives. Used to increase data integrity,
fault-tolerance, throughput and/or capacity
RDN Remote Directory Number See PDN.
Resiliency Resiliency Network elements that provide reliable fail-over mechanisms-either
within the device or through working in conjunction with other
network elements to ensure that all network devices can be used
simultaneously
RLT Release Line Trunk Feature allows the attendant to make a call by using the same
incoming trunk
RTC Real Time Complex A card that is used for the IP phones signaling, and for the ESM,
DHCP, FTP and TFTP servers, among others. Call progress,
device status and screen updated messages are sent between the
IP Phones and the RTC.
SAC Switch Application Mitel protocol that allows communications between applications on
Communications the IP Phones and the MCD or 5000 switches.
SDS System Data Shares system programming data among a network or cluster of
Synchronization elements (MCD systems) and synchronizes the system data of
those elements with the data of a master element
SFT System Fail Transfer Allows selected stations to be transferred to certain trunks
automatically in the event of a failure of the main power supply
SI Software Installer Mitel installation software
SIP Session Initiation Protocol Peer-to-peer protocol, a standard signaling protocols for VoIP,
along with H.323
SMDR Station Message Detail Provides detailed record of incoming and outgoing calls
Report/Recording
SWAS Software Assurance and Mitel’s Software Assurance program and access to Mitel’s
Support Technical Support Network (TSN) are combined into SWAS.
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Term or
Acronym
T1 Transmission Level 1 Standard for non-ISDN digital interface, 24 digitized voice channels
or data at a rate of 1.544 megabits per second
TDM Time Division Multiplex Method for sending multiple digital signals along a single
telecommunications transmission path
TFTP Trivial File Transfer Protocol Very simple file transfer protocol, with the functionality of a very
basic form of FTP, no security
TUI Telephony User Interface The System Administrator menu used from the user's phone
UR Update Release An interim software upgrade to fix high-profile problems
VLAN Virtual LAN A collection of nodes grouped together in a single broadcast
domain that is based on something other than physical location. By
splitting a single physical LAN into a number of VLANs, each VLAN
behaves as its own entity and data packets on one VLAN do not
delay data packets on another. VLANs are important for
provisioning voice because voice is very sensitive to delay.
VxWorks VxWorks A real-time operating system designed for use in embedded
systems
XNET Switched MSDN/DPNSS Allows customers to switch their private network over ISDN PRI
Networking trunks on a call-by-call basis eliminating the costly dedicated point-
to-point trunks. MSDN over ISDN.

ESTABLISHING
COMMUNICATIONS WITH
THE CONTROLLER
2
Objectives
In this module, you will:
Establish a serial connection with a controller (3300 ICP only).
Make an IP connection to a default controller.
Understand how to make a connection via Secure Telnet.
Determine the controller’s release level and active software load.
Interpret system alarms.
Determining what hardware is installed (3300 ICP only).
Understand the three licensing models.
Learn to enable licensed options.
Understand the implications of country and language variants.
Comprehend how to use the controller as a DHCP server (3300 ICP
only).
Recognize the purposes of the Database Management System (DBMS).
Use the Mitel Configuration Wizard (MiCW)
Access and download the system license.
Reset the system.
Use some DBMS maintenance commands.
Set the system date and time.
Integrate MCD into the training environment.
Understand how to shut down the system safely (3300 ICP only).
2-2 Establishing Communications with the Controller_rev6.doc

ESTABLISHING COMMUNICATIONS WITH THE CONTROLLER
Connecting to Defaulted MCD
At the factory, each system hard drive is set and tested with the following settings:
• IP address = 192.168.1.2
• Subnet mask = 255.255.255.0
• DHCP is programmed and disabled (3300 ICP only)
• No license options are programmed
• DBMS_Initialized turned off
Communication between MCD and your PC is via Category 5 cable over an Ethernet network.
You can connect the PC directly to one of the Ethernet ports, or you can connect MCD and your
PC to a layer 2 switch.
To communicate with a default MCD in the examples on this page, your PC IP address must be
on the same subnet as MCD. To adjust the computer’s network card IP address, access the PC
network properties in the Control Panel.
Note
The 3300 ICP could also be an instance of MCD.
Straight-through Straight-through or cross-

cable over cable
2-3
Connecting to the RS-232 Port

You can connect the maintenance port on the 3300 ICP to a PC COM port using a serial cable.
Use this connection in combination with a VT-100 application such as HyperTerminal or PuTTY
to monitor the boot up sequence.
Serial cable
Bits per second = 9600
Data Bits = 8
Parity = None
Stop Bits = 1
Flow Control = None
The VT-100 application should be configured as shown in the above diagram. This gives you
access to the VxWorks operating system shell.
The following are the only commands authorized to be used without assistance from Technical
Support:
• version – Prints the VxWorks version information and boot line
• dosFsShow – Used to check available free disk space for the voicemail partition
• bootChange – Provides access to change the boot line options
• reboot – Reboots the system
Note
This is NOT the recommended way to reboot the system. The system reboot
process can be viewed from the VxWorks screen. It is a good way to
determine when the process is complete.

; Lab 1 – Serial Connection to a 3300 ICP
Reference
Please refer to your lab workbook.
2-5
Connecting to MCD on a 3300 ICP Via Secure Telnet
To connect to VxWorks from a remote site, perform the following steps.

1. Set up a Secure Telnet session using Mitel Secure Telnet, Putty, SecureCRT, etc.
2. Type the following:
>open <RTC’s IP Address> 2002
2002 is the port connection for the RTC

3. Log in with a valid username and password. This is the same as what is used to log into
ESM. For example:
Username: system
Password: password
The VxWorks shell is now available for use.
Caution
At this point in time, the system is still using the default Username and
Password and could be vulnerable. Once connected via ESM, you will be
required to change the Password.

; Lab 2 – IP Connection to MCD
Reference
Caution
Outside of the classroom and this lab, always perform a database backup
prior to changing the System IP Address. When saving the backup, it is
recommended that a record of the local System IP address be part of the
backup filename; perhaps the Backup File Prefix.
If you must restore that backup onto a system that has a different IP address,
temporarily set the IP address of the target system to match the IP address in
the backup filename. Once the restore has completed, change the IP address
back to its original.
If this is not done, when a backup is restored onto a system that has a local IP
address different than the local IP address in the backup, a new local Element
is produced in the Network Elements form during the restore.
; Lab 3 – Determining the Release Level and Active

Software Load
Reference
; Lab 4 – Extending the User Session Inactivity Period
Reference
2-7
System Alarms
If the indicator on the front of the controller indicates an alarm, the cause of the alarm must be
determined. The two ways to do this are:
• Navigate to Maintenance and Diagnostics > Alarms > Alarm Details
• Navigate to Maintenance and Diagnostics > Maintenance Commands
Note
Always use both methods to determine the cause of an alarm. Some alarm
categories only show up in the Alarm Details form and some only show up
when using the commands.
Reference
Online Help > Contents > Maintenance > Overview > Alarms
When a new system is being installed, you may encounter an alarm condition until further
programming is completed.
On a new MXe III with an E2T card, the system displays an E2T Comms alarm because the
E2T card needs an IP address to communicate with the system. The recommended way for the
E2T to get an IP address is from a reserved address on a DHCP server. The DHCP Server
service is disabled on a new 3300 ICP system.
Note
The MXe III is the most current platform available.
Using the Show Stat Alarm command, a Sysid Mismatch alarm is present because licensing has
not yet been associated with the system’s Hardware ID.

; Lab 5 – Checking for Alarms
Reference
2-9
System Hardware Query
The Hardware Modules form displays the type and position of MMCs in the 3300 ICP chassis.
This form can be found under Hardware > Hardware Modules.
In addition to embedded resources, you can see which modules have been installed without
opening the controller chassis.

Hardware Compute Cards

This display will show the E2T card information once it has received an IP address via DHCP.
The labels indicating the MAC address of the E2T appear on the card itself and on its shipping
box. This form is located at Hardware > Hardware Compute Cards.
RTC
E2T
The E2T card has not

yet been programmed.
When a new system is installed, the MAC address of the E2T card
should be noted prior to installing the card. The MAC address is
listed on the card and on its shipping box.
2-11
Licensing Overview
Reference
Online Help > Contents > System Programming > Licenses and Dimensions
For smaller implementations, individual MCDs can be licensed as standalone systems. For
larger implementations, a number of MCDs can be licensed collectively within an Application
Group.
License Models
The Application Management Center (AMC), Mitel's license key and product administration
service, supports the following license models:
• Standalone System – single MCD that lacks support for clustering, IP trunks, or resiliency.
All other MCD features, with the exception of XNET trunks, are supported. A standalone
system cannot share its licenses with other systems.
• Non-Shared Enterprise System – a networked MCD that supports the full range of MCD
features and options, including clustering, IP trunks, and resiliency. A non-shared enterprise
system cannot share its licenses with other systems.
• Shared Enterprise System – a networked MCD that supports the full range of MCD features
and options, including clustering, IP trunks, and resiliency. Because it belongs to an
Application Group in the AMC, a shared enterprise system can share licenses with other
group members.
For example, if the Application Group has three members, and each group member has
100 IP User Licenses, the Application Group has a total of 300 pooled licenses. These
licenses can be removed from one group member and allocated to another.
License Manager
All systems, regardless of which licensing model they use, will include a License Manager
which:
• Enables local applications to obtain and release licenses.
• Ensures that System Core Package limits are not exceeded.
• Detects license violation events.
• Collects statistical information related to license usage for the AMC.

License Manager on a Standalone System

In the following example, the License Manager on MCD #1 communicates with the AMC
to obtain the system core package licenses, limits and restrictions.
Because MCD #1 is a Standalone system, it cannot take advantage of networking

features or share its licenses with any other system.
Standalone System
License Manager on Non-Shared Enterprise Systems

In the following example, the License Managers on MCD #1 and MCD #2 communicate
with the AMC to obtain the system core package licenses, limits and restrictions.
Because MCD #1 and MCD #2 are Non-Sharing Enterprise systems, they can take
advantage of networking features such as clustering, IP trunks and resiliency, but they
cannot pool and share their licenses.
Non-Sharing Enterprise
2-13
Designated License Manager

In a shared enterprise environment, one member of the Application Group functions as a
Designated License Manager (DLM). It collects license keys and underlying system information
from the AMC for all group members. The group members register with the DLM to retrieve this
information, and connect to the AMC only to obtain their software release and System Core
Package limits and restrictions. The DLM also provides services similar to a regular License
Manager, detecting license violation events and collecting statistical information for the entire
Application Group.
Use the Application Group Licensing form to enable a DLM for an AMC Application Group that
is sharing licenses.
The form is divided into two parts. Use the top part to program the local system as the DLM and
enter the Group Application ID (GARID) for the application group. Use the bottom part to track
the total the number of licenses that are being shared by the group.
Note
System Data Synchronization (SDS) is covered in another module.

2-15
Designated License Manager on Shared Enterprise System in Application

Group
In the following example, the License Managers on MCD #1, MCD #2, and MCD #3
communicate with the AMC to obtain the system core package licenses, limits and
restrictions. In addition, the DLM on MCD #1 obtains the Application Group licenses, or
bulk licenses, from the AMC.
Because the three MCDs are Shared Enterprise systems, they constitute an Application
Group. This enables them to take advantage of networking features and share licenses
amongst themselves, subject to their individual core package limits and restrictions.
Sharing Enterprise
Notes
• A System Core Package is required for every system that is sold and licensed through
the AMC. In addition to defining the system type, standalone or enterprise, the core
package controls the limits and restrictions for each license type that may be added to
the system.
• Only systems running MCD 5.0 can be added to an Application Group or configured as a
DLM.
• The DLM must be able to communicate with the Application Group members via SDS.
• After being added to an Application Group, a system's licenses belong to the group. If
the system is downgraded by having its application record removed from the group, all of
its licenses remain with the group with the exception of its core package licenses.
• Multiple Application Groups can be created within a single cluster or network.
• An application record can belong to only one Application Group.

• Once an application record has been assigned to an Application Group, its licenses are
permanently moved to the group.
• It is possible to change the DLM to another group member by resetting the hardware ID
of the application record in the AMC.
• Use the Application Group License Distribution form to track the number of licenses that
have been purchased, allocated, and used by the individual members of an Application
Group.
• Once the systems have registered with the DLM, licenses can be freely allocated and
moved around the group without changing anything at the AMC. All the systems within
the Application Group will contact the DLM every 60 minutes to ensure the license
integrity of the solution. If this License communication fails three times in succession, the
solution will fall into License Violation.
License Features
The following licensing features are available:
• Try Before You Buy
• Trusted Services
• Over Allocation
Try Before You Buy

The Try Before You Buy capability enables allocation and use of a license for a service
not yet purchased, testing the service for a limited period of time. It is 60 days by default,
90 days maximum.
When the trail ends, an Over Allocation error message is received as the system enters
into Major license violation mode. Purchase additional licenses or delete the services, as
a new trial for the same license type cannot be restarted.
Trusted Services
Trusted services are applications that do not require an MCD license to register and
access telephony services. Instead, they validate themselves to the MCD using an
encrypted handshake.
Applications that use the MiNet protocol can be programmed as a Trusted Service by
selecting the appropriate Service Level for a Directory Number (DN) in the User and
Device Configuration form. In future releases, applications that use SIP will be
programmable as Trusted Services.
2-17
Note
Trusted Service DNs can be programmed on the same forms and fields as
Full Service DNs.
Although Trusted Services do not consume IP User Licenses, they do

consume other licenses, such as EDHU or HTML, when they are programmed
with additional functionality.
To be programmed as a Trusted Service, an application must support

authentication with SSL certificates. Without SSL support, the application can
be programmed as an IP phone and consume an IP User License.
Over Allocation
Over allocation allows expansion of the system, thus using more licenses than actually
purchased. MCD will enter into license violation and start License Violation Event
Escalation. This is a gradual process that gives more time to purchase the additional
licenses required.
Over allocation is useful in the following scenarios:
• Move T1/E1 Links – instead of having to purchase an extra Digital Link License or
reconfigure the PSTN connection, which would cause an outage, simply provision a new
link and then disable the existing link.
• Add New Users – add users before purchasing additional IP User Licenses.
• Move SIP Links – instead of having to purchase an extra SIP Trunk License or
reconfigure the PSTN connection, which would cause an outage, simply provision a new
link and then disable the existing link.
• Exceed System Core Package Limitations – certain core packages have limitations on
the number of licenses they support. For example, the Survivable Branch Office
Gateway and the 3300 MXe Media Gateway do not allow Enterprise user licenses to be
added to them. Over allocation allows you to license users for these systems on a
temporary basis.
Some license types, such as Active ACD Agent Licenses, cannot be over-allocated. If
they are mistakenly over-allocated, such as due a database being restored from another
MCD, the system immediately enters into Major license violation mode.

License Violation Handling

License Violation Events occur when the system or Application Group detects a problem. For
example, if too many licenses are allocated, an over provisioning event is registered. If the
event is left unresolved, it is subject to License Violation Event Escalation with increasingly
severe notifications being issued via log messages, alarms and the system interfaces.
Ultimately, the event may escalate to System Lock level, which places users in restricted
service mode and prevents them from placing regular calls.
License Violation Status

is displayed in a banner
at the top of the page.
Reference
For details on License Violation Handling:
Online Help > Contents > System Programming > Licenses and Dimensions >
License Violation Handling
2-19
Maintenance Command
The License Status maintenance command provides detailed information regarding license
events. It provides the following license status information:
• License violation level

| Clear
| Warning
| Minor
| Major
| Critical
| System Lock
• Length of time in license violation mode
• Time until the license violation level escalates
• Cause of license violation event on the local system, if applicable
• Cause of license violation on the Application Group, if applicable:
| Over Provisioning
| Missing DLM
| Missing Application Group Member
| Core Package Capability Exceeded
| License Keys Cannot be Validated
| System ID Mismatch
| SDS is off
| Duplicate System
| Multiple DLMs
| VApp Environment
| Failure of Required Synchronization with the AMC
| Application Group is in LV
| "licensekeys” or “licensecert” file Tampering
• Status of Try as You Buy licenses
The system's Licensing Model determines how much information is provided. If the system is
operating in Standalone or Non-Shared Enterprise mode, information for the local node is
provided. If the system is operating in Shared Enterprise mode, information for the entire
Application Group is provided.

Updating the License on the AMC

An Application Record created using the AMC associates the correct license information with
your customer system SYSID. In a Shared Enterprise environment, these licenses can be
reallocated between application group members dynamically.
Log in to MOL with your MOL password. Select the AMC link to access the AMC News Page.
Select Customers. See the AMC Help for more details about the AMC licensing process.
2-21
Enter the search criteria and select Retrieve. Select and expand the desired customer from the
Customer List.
Locate and select the Application Record for the system in question.

Scroll down within the Application Record Information view to verify the license information.
Select to manually
download the license in a
Zip file format.
This allows hardware IDs

to be cleared from the
Application Record.
2-23
Offline Licensing
Offline licensing is performed using the MCD Software Installer Tool. When the MCD Software
Installer is unable to connect to the AMC via the internet, you will be prompted to license the
system offline. Offline licensing requires access to a PC with internet connectivity and the SI
Tool. If the local system is going to be the Designated License Manager (DLM) for an
application group, you must run this procedure twice; once to synchronize its ARID, and again
to synchronize its GARID.
To license the controller while disconnected from the AMC:

1. After selecting either the Upgrade or Full Install Options, select Next to display the License
and Option screen.
2. Enter the ARID and select Retrieve Licenses.
3. Because the AMC is inaccessible, a dialog displays the location of the ARID licensing
request batch file, retrvlic.bat
4. Note of the location of the batch file.
5. Copy the \AMC\... folder and its contents from the location indicated in the message box to a
PC with internet connectivity.
6. Run the retrvlic.bat file by double-clicking on it from Windows Explorer.
7. Copy the \AMC\...folder and its contents from the PC with internet connectivity to a PC on
the controller network, replacing its existing AMC folder.
8. Relaunch the MCD Software Installer and navigate to the License and Options form.
9. Select Retrieve Licenses to install the license keys.
10. Select Next to proceed to the final screen.
11. Select Start to apply the license information. The System Core Package information is
retrieved and the License and Option Selection form is updated.

Enabling Application Group Licensing

Updating the Application Group licensing after adding the member systems requires adding the
systems to the group prior to updating. Select Setup to begin.
Select the system ARIDs you would like to add to the Group ARID. You will receive a warning
about permanent attachment to the Group ARID.
2-25

Next, select Update.
The Grouped ARIDs are shown.
2-27
Enabling Licensed Options

When delivered from the factory, MCD has a default database, which is blank, except for the
DHCP forms on the 3300 ICP. DHCP is programmed for the default subnet but it is disabled.
License and Option information is not applied by default and must be applied before the system
database can be configured. In the License and Option Selection form, enter the system’s
Application Record ID (ARID), program the Configuration Options, and then select Retrieve
Licenses.
To retrieve the Purchased Options from the AMC, either with ESM or the Software Installer (SI)
tool, the system needs to connect to the AMC Server.
By using the AMC Application Record process to retrieve the purchased option online, you will
retain the ability to reassign the purchased options to other systems owned by the same
customer.

For the system to query the AMC Server, it must be physically connected to the Internet. It may
also be necessary to adjust the system’s IP address and default gateway for the system to work
on the local network.
Adjusting the MCD Configuration requires a system reset.
You must complete the DNS Configuration fields in the System IP Properties form with the
Primary and Secondary DNS Servers. This allows you to establish a connection from the
controller to the AMC Server.
If the system is behind a firewall, the firewall must allow TCP connections from the system to
TCP port 443 on the AMC.
Once the system has been configured to communicate with the AMC, simply type in the
Application Record, select the country, and then select Retrieve Licenses.
Note
If there are problems making the connection to the AMC, check the DNS
settings by pinging register.mitel-amc.com.
2-29

Country Variants
The country variants are:
• North America
• United Kingdom
• Latin America
• Germany
• Italy
• Spain
• Portugal
• Holland
Different countries sometimes use different:
• Languages
• Tone plans
• Telephony protocols
Language translations include:
• Display set prompts
• Voice mail prompts
• IP Console GUI
• License agreements
• Safety instructions
• End-User Guides
• General Information Guide.

The tone plans for some countries are different than the existing UK or NA tone plans provided
for in call control.
Use License and Option Selection to select the required country variant.
2-31
Selecting the Default Language

When you choose a country variant in ESM, three languages are selected for set prompts.
The first language will be the default language for that country, and the others will be alternate
languages.
You can override the choice of languages, but English is retained as one of the three languages
to enable correct functioning of the embedded voice mail.
The language is applied to the interfaces of the sets and consoles and the embedded voice mail
prompts. For example:
Country Variant Default Language Alternate Languages

North America NA English NA French LA Spanish
United Kingdom English Euro French Euro Spanish
Latin America LA Spanish NA English Portuguese
Not all languages are displayed in the drop down list. Languages can also be set by using the
Language Select maintenance command.
The language seen during the logon process is dictated by the system option default language.
The language during the selection of a programming interface is set through the language
option on the user account. User accounts are covered in another module.
The Default Language is programmed in the System Options form.

DHCP Server Considerations
A Dynamic Host Configuration Protocol (DHCP) server is used to support Mitel IP phones. The
DHCP server can be one of the following:
• A customer-supplied DHCP server

• The 3300 ICP
In either case, the DHCP server supporting the E2T needs to have the following DHCP Option
IDs defined in their scope:
• 3
• 66
• 67
The DHCP server(s) supporting the IP phones needs to have the following DHCP Option IDs
defined in their scope:
• 3
• 125
For example:
DHCP Parameter Data Type Name Value
Subnet ID String subnet1 192.168.1.0

Option Start Address End Address Subnet Mask
IP Address Scope 192.168.1.10 192.168.1.250 255.255.255.0
Lease Duration 1 week
E2T Static Reservation 192.168.1.1 255.255.255.0
DHCP Option Data Type DHCP Option ID Value
Router (Default Gateway) IP Address 003 192.168.1.1

DNS Server IP Address 006 192.168.1.30
DNS Domain Name String 015
TFTP Server String 066 192.168.1.2
TFTP Boot file String 067 /sysro/e2t8260
IP Phone TFTP Server IP
IP Address 125: sw_tftp 192.168.1.2
Address
3300 ICP RTC IP Address IP Address 125: call_srv 192.168.1.2
Mitel IP Phone DHCP
String 125: id ipphone.mitel.com
Server
Differentiated Services
Numeric 125: dscp 46
Code Point Value
2-33
In a multi-subnet network, different DHCP servers may be used, or different IP scopes may be
defined for each subnet. It is important that the options in each scope be defined correctly for
use by the E2T and IP phones. The Option definitions are:
• DHCP Option ID 3 – IP address of the default gateway used by the PC, IP Phone, and the
E2T card. Phones need this for two-way audio.
• DHCP Option ID 6 – IP address of the DNS server.
• DHCP Option ID 66 – IP address of a TFTP server that contains the E2T card’s boot files.
This usually references the TFTP server built into MCD.
• DHCP Option ID 67 – filename that the E2T card should request from the TFTP server. It is
/sysro/e2t8260
• DHCP Option ID 125 – Vendor specific parameters, a list of Mitel-specific values that IP
Phones use during the boot process.
| id – Mitel IP phone identifier, and must be ipphone.mitel.com so the phone will accept an
IP address from this DHCP server
| sw_tftp – IP address of the TFTP server that has the IP phone’s software, which is
downloaded to the phone.
| call_srv – IP address of the RTC. The phone uses this to register with the controller.
| dscp – Differentiated Services Code Point Value, used for voice streaming and signaling
Quality of Service (QoS).
Note
The 3300 ICP MXe, CX/CXi, and AX controllers in a standard configuration
use a single processor for a combination RTC/E2T.
The E2T parameters, which are DHCP Option IDs 66 and 67 and a reserved
IP address, are only needed for the E2T on the 3300 ICP MXe and AX
controllers in expanded mode.

LAN Policy Quality of Service (QoS) Form
The LAN Policy form provides values for Differentiated Services Code Point (DSCP) and Layer
2 Priority for IP connections for the E2T. It has evolved to allow differentiated treatment of voice
media and voice signaling.
The LAN Policy form provides quality of service configuration using DSCP or DiffServ for traffic
originating at the E2T. DSCP is typically used across a WAN link.
Use the form to give Layer 2 priority to voice media and voice signaling traffic and to map DSCP
to Layer 2 (L2) Priority. Mapping ensures that voice priority is maintained in networks that use
the L2 Priority QoS mechanism.
Note
Changes to the DSCP values require a system reboot to take effect.
2-35
Defining the DHCP Scope
The following tasks assume DHCP will be configured on the 3300 ICP for use by the IP phones
and E2T. This figure shows reserving the IP address for the E2T on an MXe running in
expanded mode.
This value must be the network

address. It will be programmed
in the next lab.
The MAC address

of the E2T card is
marked on the
card itself and its
shipping box.
Note
Program all static IP reservations outside the DHCP IP address range.

Ensure the range has sufficient addresses to support all devices.
Caution
If connected to an existing network, consult with the Network Administrator
and/or Mitel Instructor before activating DHCP on the 3300 ICP. Multiple
DHCP servers on a single network may create conflicts.
Default gateway
TFTP name and boot

file name for E2T
DHCP Option DHCP Option DHCP Option

Prior to 7.0 DHCP Option
ID 125: Mitel ID 125 IDs 66 & 67: will
ID 125
identifier, call_srv: RTC be programmed
sw_tftp: TFTP
validation for for IP phone with a scope of
server for IP
IP phones registration Static: E2T
phone main
software files
2-37
Note
Ensure that the E2T receives DHCP Option ID 3, the Router, from the DHCP
server. When programming DHCP options, set the scope field for DHCP
Option ID 3 to Subnet.
Priority for DHCP Option IDs is as follows:
• Static Options override Range Options.
• Range Options override Subnet Options.
• Subnet Options override Global Options.

For example, if DHCP Option ID 3 is programmed at both the Range and
Subnet level, devices that receive an address from within the range will use
the value programmed at the Range level. Any reservations programmed in
the DHCP Static IP form would receive the value programmed at the Subnet
level.
Note
For the IP sets to access the Internet, DHCP Option ID 6 must be
programmed with the IP address of a valid DNS server.

The DHCP options l2p and dscp provided to the IP sets allow differentiated treatment of voice
media and voice signaling.
The first value in this

string is the Default dscp The first value in this string is the
priority for voice or Default Layer 2 priority (l2p) for
unspecified packet types. voice or unspecified packet types.
v and s
specify values
for voice
media and
signaling
respectively
2-39
Network Topology Guidelines
DHCP in the Network

In large networks, it is common practice to separate devices into logical or geographical
groupings, called subnets. Each subnet is assigned a fixed range of IP addresses, and these
are usually managed by a DHCP server. A single DHCP server may manage all of an
organization’s subnets, or the task may be shared by many servers.
Note
The E2T card retrieves its IP configuration from a DHCP server. The DHCP
server used for the E2T must provide the following:
• IP Address/Subnet Mask
Because the E2T card should have an IP address that won’t change
when the controller reboots, the DHCP server is programmed to give it
a reserved address that is tied to its MAC address. In MCD, this is
done in the DHCP Static IP Address form.
• Default Gateway (DHCP Option ID 3)

• TFTP Server (DHCP Option ID 66)
• TFTP Bootfile (DHCP Option ID 67): /sysro/e2t8260
The following scenarios are what you might typically see in the field.
Scenario #1 – Two Subnets, Each With an External DHCP Server

This scenario starts with a network that has two subnets. Both subnets have an external DHCP
server managed by the customer. DHCP is not enabled on the controller here.

Note
The numbered items are shown in the diagrams.
1. The subnet on the left is 10.120.7.0 /24. MCD has been configured with IP address
10.120.7.254 /24.
2. The customer’s DHCP Server on this subnet is 10.120.7.200.
3. The default gateway is 10.120.7.250.
4. The subnet on the right is 192.168.50.0 /24. The customer has a second DHCP server for
this subnet at 192.168.50.200.
5. The default gateway on this subnet is 192.168.50.250.
2-41
6. On the 10.120.7.254 DHCP server, the following settings are necessary to support IP
phones and an E2T card in the controller:
• Subnet – subnet 10.120.7.0 with mask 255.255.255.0
• IP Address Range – 10.120.7.10 through 10.120.7.199. It should be a range that
contains sufficient addresses but does not overlap those already assigned to devices on
the network, such as the RTC, DHCP server, or default gateway.
• IP Address Reservation for the E2T Card – create a DHCP reservation to make sure that
the E2T card always gets the same IP address from the server instead of a dynamic
address from the IP Address Range. Phones can handle a dynamic address that may
change across reboots, but E2T cards and Admin Consoles require a stable IP address.
• DHCP Option ID 66 – IP address of a TFTP server that contains the E2T card’s boot
files. This usually references the TFTP server built into MCD, in this case 10.120.7.254.
• DHCP Option ID 67 – filename that the E2T card should request from the TFTP server,
/sysro/e2t8260
• DHCP Option ID 3 – IP address of the default gateway to be used by the E2T card and
IP Phones, 10.120.7.250.
• DHCP Option ID 125 – list of Mitel-specific values that IP Phones use during the boot
process. The list includes addresses for a TFTP server containing firmware and a call
control server, both built into MCD. In this scenario, we follow the usual practice of using
the built-in TFTP and Call Control servers, so DHCP Option ID 125 will contain the
address of MCD, 10.120.7.254.
7. The 192.168.50.200 DHCP server only supports IP Phones. We can leave out DHCP
Options IDs 66 and 67, which are only used for E2T cards.
• Subnet – subnet 192.168.50.0 with mask 255.255.255.0
• IP Address Range – 192.168.50.10 through 192.168.50.199
• DHCP Option ID 3 – default gateway, 192.168.50.250
• DHCP Option ID 125 – points the phones to the TFTP and Call Control servers built into
MCD, 10.120.7.254. Note that these do not need to be on the same subnet as the
phones.
8. Once both DHCP servers are programmed and enabled, the devices on each subnet will
receive their network configuration from their respective DHCP servers.

2-43
Scenario #2 – Multiple TFTP Servers

In the previous scenario, the RTC’s IP address of 10.120.7.254 was the designated TFTP
server for all Mitel IP Phones, regardless of which subnet the phone was on.
Under certain circumstances, IP phones can cause a lot of router traffic because all phones are
competing for the TFTP server at the same time. For example, if there has been a recent
software upgrade to the controller and there are different firmware versions stored on the
controller versus what is on the phones, a power outage and/or reset of all IP phones can cause
a lot of router traffic.
As a possible solution for this, DHCP Option ID 125 programmed on the 10 subnet’s DHCP
Server can point to MCD for the phone’s software, while an existing TFTP server on the 192
subnet can be used to provide the software to phones on the 192 network.
Now the Mitel IP Phones on the 192 subnet can get the TFTP information from the TFTP Server
192.168.50.235, but still get all call processing from the 3300 on the 10 subnet.
Use FTP to copy the phone software onto the TFTP server on the 192 subnet.
Note
It is a manual process to place the new firmware onto the TFTP server.

Note
The software files for the sets are in the /sysro/tftp directory. These must be
present on the specified TFTP server. They can be obtained via FTP from
MCD and then sent to the remote TFTP server. They can also be downloaded
from MOL.
Here is an example of the file location for the 5340 set.
2-45
Scenario #3 – Two Subnets, One With a 3300 DHCP Server and One
With an External DHCP Server
In this scenario, the external DHCP Server on the 10 subnet has been replaced with the internal
DHCP Server on the 3300 ICP. All DHCP Server programming would be the same. Once the
3300 ICP DHCP Server is programmed and enabled, the devices on the 10 subnet will receive
their IP addresses.

Scenario #4 – Two Subnets With One External DHCP Server

Some situations may require multiple Subnets all being serviced by one DHCP Server. In this
scenario, the there will be no DHCP server on the 10 subnet. The external DHCP Server on the
192 subnet will support all devices on both subnets.
1. Under normal circumstances, the Gateway router will not forward any broadcasts. It must be
able to recognize and pass on all DHCP specific broadcasts from the 10 subnet. This is
known as DHCP Forwarding. The Gateway must have DHCP Forwarding enabled with the
IP address of the DHCP Server on the 192 subnet, which is 192.168.50.200, programmed
as the Helper address. When a device on the 10 subnet does a DHCP Discovery, there will
be no response from any device on that subnet. The Gateway will reformat the Discovery
Packet and pass the request on to the DHCP server on the 192 subnet.
2. The DHCP Server must be programmed with two subnets, one for the local subnet and one
for the remote subnet. In this scenario, Subnet A will be for the 192 subnet and Subnet B will
be for the 10 subnet.
3. Each subnet will require Ranges as in the previous scenarios.
4. Since the Gateways on each subnet are different IP addresses, two DHCP Option ID 3s will
be required.
Subnet A needs an Gateway IP address of 192.168.50.250. This DHCP Option ID 3
must be associated with the 192 network so that the option is only handed out to devices
on the 192 subnet.
Subnet B needs a Gateway address of 10.120.7.250. Program DHCP Option ID 3 as a

subnet level option so that all devices on the 10 subnet will receive the information. It is
extremely important that the E2T card also receives DHCP Option ID 3.
5. The E2T would still require a reserved static IP address, which again is based on the E2T’s
MAC address.
6. DHCP Option ID 66 is still required for the E2T. This would normally be a Static Option so
that only the E2T receives this information.
7. DHCP Option ID 67 is still /sysro/e2t8260.
8. Since all Mitel IP phones need DHCP Option ID 125, this option would be programmed as a
Global or Common Option.
9. Likewise, since devices on both side of the router require DHCP Option ID 6 for Internet
access, this option should also be programmed as Global or Common.
10. Once all programming is complete, the individual devices on both subnets, such as IP
phones and PCs, will receive the information once a successful DHCP DORA has been
completed.
Note
DORA = Discovery Offer Request Acknowledge
2-47

Scenario #5 – Two Subnets With One 3300 DHCP Server

In this scenario, there will be one DHCP server active on the 3300 ICP and it will support both
Subnets A and B. In essence, the programming will be identical to the previous scenario. The
Gateway will be programmed for DHCP Forwarding from the 192 Subnet A across to the 3300
ICP DHCP Server on Subnet B.
2-49
Database Management System (DBMS)
The DBMS is a routine with three purposes:
• Turns on the DBMS_Initialized flag, which tells the system to save the database, and all
future changes, to the hard drive and RAM.
Note
Beginning in MCD 4.1 SP2, the DBMS_Initialized flag is set to On
automatically when a valid license key is applied to the system and the
system is reset.
• Makes sure the programmed database is correctly loaded from the hard disk when the
system starts up or resets. It ensures the database is free from errors by performing a
routine check.
• Allows you to enable the DHCP server on the 3300 ICP.
Caution
With the DBMS_Initialized flag turned off, a blank database will be loaded into
the system memory on each system reset.
Note
The License and Option information, IP Network programming, and DHCP
programming are retained if the system is reset when the DBMS_Initialized
flag is turned off.
This is to ensure that the system saves the database changes you have made and does not
default the database during a system reset. Once the flag is on, all future changes are saved to
the hard drive.

; Lab 6 – Using the Mitel Integrated Configuration Wizard

(MiCW)
Reference
; Lab 7 - Changing IP Information
Reference
; Lab 8 – Retrieving the System License
Reference
; Lab 9 – Database Management
Reference
; Lab 10 – Setting the Date and Time

Reference
2-51
Using the Planner
This is an example of using the planner.
The customer wants to have 5320 IP sets, 5340 IP sets, and 5550 IP Consoles installed. In
addition, MCD must be assigned an IP address on the same subnet and the E2T of the 3300
ICP will be served by the internal DHCP.
• The subnet allowed by the LAN Administrator is subnet 101: 10.120.101.0 with a subnet
mask: 255.255.255.0.
• The range of IP addresses is 1 through 200 with lease times of 8 hours.
• The IP address for the RTC must be programmed in the System IP Properties form with a
value of 10.120.101.2.
• The 3300 ICP is the TFTP server.
• The Default gateway is 10.120.101.251.
• The E2T static reservation is: 10.120.101.3.

This programming planner implements the requirements listed above.
DHCP Parameter Data Type Name Value
Subnet ID String Subnet101 10.120.101.0

Option Start Address End Address Subnet Mask
IP Address Scope 10.120.101.1 10.120.101.200 255.255.255.0
Lease Duration 8 hours
E2T Static Reservation 10.120.101.3 255.255.255.0
DHCP Option Data Type DHCP Option ID Value
Router (Default Gateway) IP Address 003 10.120.101.251

DNS Server IP Address 006 192.168.100.1
DNS Domain Name String 015
TFTP Server String 066 10.120.101.2
TFTP Boot file String 067 /sysro/e2t8260
IP Phone TFTP Server IP
IP Address 125: sw_tftp 10.120.101.2
Address
3300 ICP RTC IP Address IP Address 125: call_srv 10.120.101.2
Mitel Vendor ID String 125: id ipphone.mitel.com
Differentiated Services
Numeric 125: dscp 46
Code Point Value

; Lab 11 - Integrating MCD into the Training Network
Reference
; Lab 12 – Shutting Down the System (Optional)
Reference
2-53

DHCP AND VLANS
3
Objectives
Explain how DHCP works.

Design an integrated network using VLANs to separate voice and data
traffic.
Program internal and external DHCP servers to support multiple VLAN
environments.
3-2 DHCP and VLANs_rev8.doc

DHCP AND VLANS
Virtual Local Area Networks (VLANs)
Engineering of the customer’s network is important to ensure that voice quality is maintained.
Because the IP set is a real-time device and delayed packets are not retransmitted, it is
important that the voice packets arrive at the destination in a timely fashion with minimal packet
loss. If IP phones and PCs exist on the same subnet, congestion can cause both delay and
packet loss.
One way to ensure voice quality is to physically or virtually separate the voice and data
networks. The network administrator creates two IP subnets. IP phones connect to one layer 2
switch on a voice network, and PCs, servers, and IP printers connect to a second layer 2 switch
on a data network. A router can be used to connect the two subnets.
This scenario would successfully separate voice and data traffic and ensure that congestion on
the data network would not affect the voice. But the cost of this implementation is increased
because:
• Two cable drops are required for each end-user, one for the PC and one for the IP phone.
• Twice as many layer 2 switch ports are required to manage the PCs and IP phones.
In the following diagram, voice is on one subnet, 10.120.7.0 /24, and data is on a separate
subnet, 192.168.50.0 /24. Voice has been separated from data at OSI Layer 3 using a router.
The router allows a user or administrator access from the PCs to MCD for programming
purposes.
Note
The diagrams in this section do not show connections to the outside world.
3-3
With the 2-port IP sets, you can have a PC connected to the second port of the phone, so only
one LAN drop is required at the user desktop. The set supports a 10/100 Mbps connection from
the LAN to its built-in layer 2 switch and extends a 10/100 Mbps connection to its secondary
LAN port. The customer will likely want to reduce costs by taking advantage of dual port IP
phones as shown in the next diagram.
• Advantages
| Reduce the number of layer 2 switches by half
| Reduce the amount of cabling by half
• Disadvantages:
| Voice and data share one broadcast domain
| Can cause congestion and contention on the network
The DHCP server in the next diagram is the 3300 ICP, providing IP addresses to the IP phones.
It can also provide addresses to the PCs, but then all devices would be on the same subnet and
share a single broadcast domain. Congestion and contention can cause degradation of voice
quality.

DHCP AND VLANS
To separate voice and data at OSI Layer 3, put the PCs on a different subnet, creating two
separate broadcast domains. This implies that another DHCP server might be required to
support the PCs, or program two subnets on one DHCP Server.
In the following diagram:
• The 3300 ICP’s DHCP Server and the IP phones are on the 10.120.7.0 /24 subnet, which is
one broadcast domain.
• The External DHCP Server and the PCs are on the 192.168.50.0 /24 subnet, which is a
second, separate broadcast domain.
The layer 2 switch needs to recognize and switch traffic on these two different subnets. The
layer 2 switch does not look at IP addresses, but does look at the layer 2 header of the IP
packet.
Separating traffic at layer 2 is accomplished by using Virtual LANs (VLANs). To separate voice
and data on the network and to provide voice priority, the VLAN solution is recommended.
Layer 2 IP packets have a layer 2 header that includes the source and destination MAC
addresses. In the following diagram, the source MAC address of the voice packet is the IP
phone’s MAC address. The source MAC address of the data packet is the PC’s MAC address.
The destination MAC address is the MAC address, if known, of the device to which
communication is intended.
Note
The entire frame is not shown in the remaining diagrams.
3-5
VLAN programming can only be accomplished within a managed switch, or a switch which is
802.1 p/Q compliant, capable of VLAN ID and VLAN Priority handling. On most switches, all
ports reside in the default VLAN 1. The customer’s site may be different.
To implement VLAN on the customer’s network, the network layer 2 switches must be:
• IEEE 802.1p and 802.1Q compliant.

• Capable of 10/100/1000 Mbps.
• Auto-sensing.
• Able to accept both untagged and tagged packets from any connected device.
The switches should also have a programming interface to configure the layer 2 switch ports for
multiple VLANs.
As data traffic arrives at the port connected to the PC, the layer 2 switch adds 4 bytes of
information to the layer 2 header. This is a VLAN tag, and includes two pieces of information:
• VLAN Identifier
• VLAN Priority
Because the port is programmed as VLAN 1 – Untagged, when IP traffic leaves the layer 2
switch, the VLAN 1 tag is removed.

DHCP AND VLANS
As voice traffic arrives at the port from the IP phone, the layer 2 switch adds 4 bytes of
information to the layer 2 header. The 4-byte VLAN tag, containing VLAN ID and a VLAN
Priority, is added. Again, because the port is programmed as untagged, when IP traffic leaves
the layer 2 switch, the VLAN tag is removed. The VLAN 1 tag is used to identify to the layer 2
switch that both the voice and the data traffic belong to a single VLAN, VLAN 1.
To separate voice and data traffic at OSI Layer 2, voice traffic should be on a different VLAN. It
is possible to manually change the layer 2 switch port programming so that some ports are on
one VLAN and other ports are on another VLAN. In this diagram, the IP phone is connected to a
port programmed as VLAN 25 – Untagged. The PC is connected to a port programmed as
VLAN 1 – Untagged.
3-7

DHCP AND VLANS
As before, data traffic arrives at the port from the PC and the layer 2 switch adds a VLAN 1 tag
to the header. When voice traffic arrives at the port from the IP phone, the layer 2 switch adds a
VLAN 25 tag to the header. Now voice and data can be separated at OSI Layer 2. Voice traffic
will be on VLAN 25 and data traffic will be on VLAN 1.
The port connected to the IP phone will only accept VLAN 25 traffic, so when the PC broadcasts
on the network, the IP phone will not receive the broadcast packets.
The port connected to the PC will only accept VLAN 1 traffic, so when the IP phone broadcasts
on the network, the PC will not receive the broadcast packets.
The port connected to the PC can also be programmed to tag incoming packets with a low
priority, which is the default priority 0. Likewise, the port connected to the IP phone can also be
programmed to tag incoming packets with a high priority. Priority 6 is recommended for voice
traffic. Priority leaving the switch is given to IP packets programmed with a higher priority. In this
diagram, if voice and data were attempting to leave the switch through the same port, priority
would be given to the voice traffic.
3-9
Previous diagrams show the IP phone and the PC connected to two separate ports on the layer
2 switch. The customer will likely want to take advantage of dual port IP phones, as shown in
the following diagram.
Because of the layer 2 switch port programming, when voice traffic arrives at the port from the
phone it is tagged as VLAN 25, Priority 6.

DHCP AND VLANS
However, when the PC connected to the IP phone sends IP packets to the layer 2 switch, they
will also be tagged as VLAN 25, Priority 6.
The solution is to program a dual configuration on all layer 2 switch ports connected to both an
IP phone and PC. This will allow traffic through on both VLAN 1 and VLAN 25. Notice that the
port is programmed as tagged on VLAN 25 and untagged on VLAN 1. Each port on the layer 2
switch can only be programmed as untagged on a single VLAN.
3-11
IP phones are VLAN capable devices and have the ability to obtain VLAN information from a
DHCP Server. The phones use the new VLAN information and add a VLAN tag to their packets.
DHCP Option ID 125 – Vendor specific or DHCP Option ID 43 - Vendor specific is used to notify
the IP phones of their VLAN ID and VLAN Priority. The 3300 ICP DHCP server uses DHCP
Option ID 125 by default.
Note
These numbered items are shown in the diagrams that follow.
1. When an IP phone is powered on or reset, it follows a boot routine defined in its firmware,
which includes the Discovery, Offer, Request, and Acknowledge (DORA) sequence. The
phone performs a DHCP Discovery by broadcasting for an IP address. At this point, the
phone does not know that it should be tagging its packets. The Discover packets arrive at
the layer 2 switch as untagged packets.
2. The layer 2 switch port connected to the phone has a dual configuration, VLAN 1 –
Untagged and VLAN 25 – Tagged. When the layer 2 switch receives an incoming untagged
packet, it will add a VLAN 1 tag to the header of the packet.
3. A DHCP Server is required for devices on VLAN 1. The layer 2 switch port to which the
DHCP Server is connected must be programmed as VLAN 1, Untagged so the server
receives all DHCP Discoveries made on VLAN 1. This server only responds to DHCP
broadcasts coming from VLAN 1.
4. When the DHCP Discovery packet leaves the layer 2 switch, the VLAN 1 tag will be
removed.

DHCP AND VLANS
5. The VLAN 1 DHCP Server must have a subnet defined. In this diagram, devices on VLAN 1
are on the 192.168.50.0 /24 subnet. On the server, program:
• Range – a range of addresses available for DHCP enabled devices on VLAN 1.
• DHCP Option ID 3 – gateway to communicate with devices on other subnets. In this case,
192.168.50.250.
• DHCP Option ID 125 – tells the phones to accept the DHCP Offer and learn their VLAN ID
and VLAN Priority, as shown in the diagram.
3-13
6. The DHCP Server packages the DHCP information into a DHCP Offer.
7. The DHCP Offer arrives at the layer 2 switch without a tag. A VLAN 1 tag is added due to
the port programming,
8. Since the port connected to the IP phone has a dual configuration, including VLAN 1 –
Untagged, it will accept VLAN 1 traffic.
9. As the DHCP Offer exits the switch, the VLAN tag is removed from the packet because the
port is programmed as VLAN 1 – Untagged.
10. The phone accepts the Offer because of the ID information programmed in DHCP Option ID
125. The phone learns it should be on VLAN 25, Priority 6 for voice, or set to set
communication, and Priority 3 for signaling, or call setup and processing.
From now on, the phone tags its own IP packets with a VLAN 25, Priority 6 tag for voice
media and VLAN 25, Priority 3 tag for voice signaling.

DHCP AND VLANS
11. The phone’s firmware instructs the phone to rebroadcast another DHCP Discovery for an IP
address on the new VLAN 25.
12. The phone’s DHCP Discovery arrives at the layer 2 switch port with a VLAN 25 tag already
in the packet header. The layer 2 switch will leave the tag intact so the packet will be on
VLAN 25.
13. The DHCP Server is connected to a VLAN 1 – Untagged port. The VLAN 1 port will not
accept VLAN 25 traffic, so it will not pass the new DHCP Discovery to the DHCP Server.
3-15
14. A DHCP Server is needed for VLAN 25 devices. In this diagram, the 3300 ICP internal
DHCP Server is used and its port is programmed VLAN 25 – Untagged.
Note
The VLAN ID is programmed in the System IP Properties form.
The differentiated VLAN Priorities and DSCP values are programmed in the
LAN Policy (QOS) form.
Caution
If the VLAN ID is changed from the default of 1 in the System IP Properties
form, MCD must be connected to a port programmed as voice VLAN –
Tagged and the default VLAN – Untagged.
15. Since it is tagged as VLAN 25, the layer 2 switch accepts the DHCP Discovery from the
phone and passes it to the 3300 ICP’s DHCP Server.
16. The tag is stripped from the packet as it exits the layer 2 switch because the port is
programmed as VLAN 25 – Untagged.
17. The 3300 ICP DHCP Server is programmed with a different subnet than the VLAN 1 DHCP
Server. In this diagram, the 3300 ICP DHCP Server is programmed on the 10.120.7.0 /24
subnet. On the 3300 ICP, program:
• Range – a range of addresses available for DHCP enabled devices on VLAN 25.
• DHCP Option ID 3 – gateway to communicate with devices on other subnets. In this case,
10.120.7.250.
• DHCP Option ID 125 – tells the phones to accept the DHCP Offer, download their operating
software, and communicate with Call Control.

DHCP AND VLANS
3-17
18. The 3300 ICP DHCP Server packages the DHCP information into an Offer and sends it back
to the phone.
19. The DHCP Offer enters the layer 2 switch on a port programmed as VLAN 25 – Untagged.
All untagged packets entering the switch on this port will have a VLAN 25 tag added to the
header.
20. The phone is connected to a port that has a dual configuration. The port is programmed as
VLAN 25 – Tagged, so all VLAN 25 tagged packets leaving the switch through this port will
retain their tag in the header.
21. The phone receives the DHCP Offer, recognizes the VLAN tag and its own MAC address in
the header, and realizes that the packet is addressed to itself.
22. The phone sees DHCP Option ID 125 and accepts the DHCP Offer, downloads its software,
and communicates with Call Control.

DHCP AND VLANS
23. When the PC broadcasts for an IP address, it sends the DHCP Discovery to the layer 2
switch without a tag.
24. Because the DHCP Discovery arrives at the layer 2 switch without a tag, the port adds a
VLAN 1 tag to the header.
25. The 3300 ICP DHCP Server does not receive this broadcast because its port only accepts
VLAN 25 tagged packets.
26. The VLAN 1 DHCP Server is connected to a layer 2 switch port programmed as VLAN 1 –
Tagged, so it passes the DHCP Discovery to the VLAN 1 DHCP Server.
27. The VLAN 1 tag is removed as the packet leaves the switch.
3-19
28. The VLAN 1 DHCP Server packages all DHCP information and returns a DHCP Offer to the
PC. DHCP Option ID 125 is not needed for the PC.
29. As the DHCP Offer enters the layer 2 switch, the port is programmed to add a VLAN 1 tag to
the header.
30. The DHCP Offer arrives at the phone and PC’s port, which is programmed as VLAN 1 –
Untagged, allowing the packet through to the PC.
31. The VLAN 1 tag is removed from the header at the layer 2 switch port. The phone
recognizes that the destination MAC address belongs to the device connected to its second
port, so the phone passes the Offer to the PC.
32. The PC accepts the DHCP Offer and receives its IP address. Now all phones are on the
10.120.7.0 /24 subnet and all PCs are on the 192.168.50.0 /24 subnet

DHCP AND VLANS
33. For one subnet to communicate with another subnet, a router, or layer 3 switch, is required.
Perhaps PCs on the 192.168.50.0 /24 subnet need to communicate with the 3300 ICP on
the 10.120.7.0 /24 subnet for programming and maintenance purposes. The router address,
or default gateway, on the 192.168.50.0 /24 subnet, is 192.168.50.250. The layer 2 switch
port for devices on the 192.168.50.0 /24 subnet are programmed as VLAN 1 – Untagged.
34. The router address, or default gateway, for the 10.120.7.0 /24 subnet is 10.120.7.250. The
layer 2 switch port for the router and the 3300 ICP on the 10.120.7.0 /24 subnet are
programmed as VLAN 25 – Untagged.
35. To communicate with MCD, ESM is used. The user launches Internet Explorer and types in
the IP address of MCD.
36. The layer 2 switch adds a VLAN 1 tag to the header because the packets from the PC arrive
at the layer 2 switch port untagged.
37. The packets are sent to the PC’s default gateway because the IP address of the 3300 ICP is
on a different subnet.
38. The layer 2 switch removes the VLAN 1 tag from all packets leaving through this port
because it is programmed as VLAN 1 – Untagged.
39. The router strips off the layer 2 header and looks at the layer 3 header to determine the
destination IP address. The router determines that the request to view ESM is destined for
the 10.120.7.0 /24 subnet and sends the packet to its port programmed as 10.120.7.250.
40. Because the packet re-enters the layer 2 switch through a port programmed as VLAN 25 –
Untagged, a VLAN 25 tag is added.
41. The 3300 ICP is connected to a layer 2 switch port programmed as VLAN 25 – Untagged,
so it passes the IP packet through to the 3300 ICP.
42. The VLAN 25 tag is removed as the IP packet leaves the layer 2 switch.
3-21
43. The 3300 ICP web server responds with the login page of ESM.
44. A VLAN 25 tag is added to the header because the packet enters the layer 2 switch through
a port programmed as VLAN 25 – Untagged.
45. Since the 3300 ICP response is going to the PC, which is on the other subnet, it sends the
response to its default gateway, 10.120.7.250.
46. The tag is removed from the header because the packet leaves the switch through a port
programmed as VLAN 25 – Untagged. The router strips off the layer 2 header and looks at
the layer 3 header to determine the destination IP address.
47. The router determines that the response is destined for the 192.168.50.0 /24 subnet and
sends it to its port programmed as 192.168.50.250.
48. Since the packet enters the layer 2 switch on a port programmed as VLAN 1 – Untagged, a
VLAN 1 tag is added to the header.
49. The phone and PC’s port has a dual configuration, including VLAN 1 – Untagged. The port
accepts the response because it now has a VLAN 1 tag in the header.
50. The layer 2 switch port removes the VLAN 1 tag from the packet. The phone sees that the
destination MAC address of the packet is connected to its second port and passes the
response to the PC.

DHCP AND VLANS
Configuring a CXi in an Existing Network
This section explains how to configure the CXi in an existing network, the CXi programming,
and VLAN programming for both voice and data. The example below shows the CXi connected
to a customer’s layer 2/3 switch and is also used as an internet gateway to benefit from the
firewall capabilities of the CXi.
In this example, the phones are members of VLAN 25 and the data devices are members of
VLAN 1. The CXi LAN port 17 is connected to the external layer 2/3 switch, and the CXi WAN
port will be connected to the router. Two DHCP servers are used. One is external for VLAN 1
and the second one uses the CXi internal DHCP server for VLAN 25. Routing must be done
between VLAN 1 and VLAN 25 using a layer 2/3 switch. If there is no router, VLANs should not
be used, but the CXi can still prioritize voice over data.
3-23
Programming the Example

The following forms would need to be programmed for the above example.
System IP Properties Form

The IP settings could be:
• System IP Address – 192.168.5.3
• Subnet Mask – 255.255.255.0
• Gateway IP Address – 192.168.5.1
• L2 Switch IP Address – 192.168.5.4

The Quality of Service setting could be:
• Voice VLAN ID – 25
• Voice VLAN Priority – 6, for example.
• DiffServ Code Point – 44, for example.

The DNS settings could be:
• Domain – mitel.com
• Primary DNS Server - <Domain IP Address>
Note
The controller needs the DNS setting to access the internet for licensing with
the AMC server at install time or for other functions that need internet access.
Layer 2 (L2) Switch Form

Keep default programming.
IP Routing Form
If there is an external router, disable the ICMP Router Discovery Server setting.
WAN Settings Form

• WAN Access – Enabled
• WAN IP Address Method – set the WAN access method to the appropriate method, and
then program the rest of the form depending on the WAN access you have.
DHCP Server Form

Enable the DHCP Server setting.

DHCP AND VLANS
DHCP Subnet Form

Name – Voice
IP Address – 192.168.5.0
Bit mask – 255.255.255.0
DHCP IP Address Range Form

Name – Voice
Start – 192.168.5.10
End – 192.168.5.50
Lease Time – 2 weeks
DHCP Options Form

DHCP
Option Description Type Value
ID
3 Router IP Address 192.168.5.1
6 DNS Server IP Address 192.199.27.52
125 id ASCII string ipphone.mitel.com
sw_tftp IP Address 192.168.5.3
call_srv IP Address 192.168.5.3
vlan Numeric 25
l2p Numeric 6
Dscp Numeric 44
External L2/3 Switch Programming

The switch is connected to the CXi LAN port 17.
Upload Port:
• VLAN 1 – Untagged
• VLAN 25 – Tagged
IP Phone Port:
• VLAN 1 – Untagged
• VLAN 25 – Tagged
External DHCP Server Port – no VLAN setup.
Enable IP routing between VLAN 1 and VLAN 25.
3-25
Add Default Route to point to the CXi’s L2 switch IP address, 192.168.5.4.
External DHCP Server Programming

Enable the DHCP Server setting.
External DHCP Server Subnet

Name – Data
IP Address – 192.168.1.0
Bit mask – 255.255.255.0
External DHCP Server IP Address Range

Name – Data
Start – 192.168.1.10
End – 192.168.1.100
Lease Time – 2 weeks
External DHCP Server Options

DHCP
Option Description Type Value
ID
3 Router IP Address 192.168.1.1
6 DNS Server IP Address <Domain IP address>
125 id ASCII string ipphone.mitel.com
sw_tftp IP Address 192.168.5.3
call_srv IP Address 192.168.5.3
vlan Numeric 25
l2p Numeric 6
Dscp Numeric 44
Note
If there is no router to route between VLANS, then use one VLAN for voice
and data and use one DHCP server, but add DHCP Option ID 125. DHCP
Option ID 125 will be VLAN =1 and Priority=6. The CXi’s L2 switch will
prioritize voice packets, but there will be no priority in the external L2 switch.
In order for the PCs in the network to access the internet through the CXi, the
default gateway of the PCs must be the CXi’s L2 switch IP address. In the
example above, that would be 192.168.5.4

DHCP AND VLANS
Link Layer Discovery Protocol – Media Endpoint Discovery

(LLDP – MED)
LLDP – MED is an extension of the LLDP core standard used by endpoint devices to discover
each other on the same network link, or segment.
Certain Mitel IP Phones can use LLDP – MED to obtain the VoIP-specific configuration
information that they require when they first communicate with their layer 2 port. This includes
information such as VLAN ID, COS Priority, and DSCP values. Some of the information can
also be gathered using Cisco Discovery Protocol (CDP) and DHCP, or entered at the phone.
The IP phone looks for this and other information such as IP address, default gateway, and
subnet mask, from all of these sources in the following priority:
1. Manual entry
2. LLDP – MED
3. CDP
4. DHCP
The order of learning the LAN Policy (VLAN ID and Priority) is:
1. LLDP – MED
2. CDP
3. DHCP
4. Manual entry
The binding order of the LAN Policy is a “Last in win” approach, meaning that LLDP LAN policy
can be overridden by DHCP setting, for example.
LLDP – MED also allows the IP phone to transmit its power requirements and detailed inventory
information about itself to the switch to which it is attached. This information includes vendor
name, model number, plus firmware, software, and hardware revisions.
When a switch receives the information, it stores it in a Management Information Base (MIB). A
network management system can then access the MIB for inventory reporting purposes.
Reference
For more information, see the Appendix C in the Engineering Guidelines.
3-27

CONFIGURING THE
HARDWARE (3300 ICP ONLY) 4
Objectives
Understand and interpret Physical Location Identifiers (PLIDs).

Configure the Analog Main Board (AMB).
Configure and program the controller modules.
4-2 Configuring the Hardware_rev5.doc

CONFIGURING THE HARDWARE (3300 ICP ONLY)
Configuring the Controller Modules
• Configure a T1/E1 Combination Framer or Dual Framer into a module position.
• Configure an ASU
This figure shows the Controller Module Configuration form. To access this form, navigate to the
Hardware > Modules > Controller Module Configuration form.
4-3
Physical Location Identifiers (PLIDs)
Each device connecting to a 3300 ICP system has a Device ID (IP telephones) or a Physical
Location Identifier (analog and digital devices, analog and digital trunks). A Physical Location
Identifier (PLID) is a four-digit number used by the 3300 software to identify the specific circuit
that an end device or trunk is connected to.
The PLID is used to identify which pair of wires will be used at the punch down block for each
TDM circuit. This allows movement of devices by moving patch wiring at the punch down rather
than having to move an entire cable run.
An example of a PLID on an Analog Services Unit is: 2 1 2 1.
• 2 - Unit or cabinet number.

A unit number is a number that identifies the associated hardware. It is arbitrary and can
be assigned as required. Unit 1 is always the controller itself.
In this example, it is a cabinet number and is used to determine which peripheral cabinet
a device is connected to.
Note
The terms Unit and Cabinet refer to the associated hardware used to expand
resources on the 3300 ICP.
• 1 - Shelf number is almost always 1.
• 2 - Card or slot on the peripheral cabinet to which the device is connected.
• 1 - Circuit to which the end device is connected.

In this example, the device is connected to the first circuit on card 2 of the first shelf of cabinet 2.
For another example, in a cabinet assigned as unit 12 on shelf 1, card slot 3, circuit 8 would be
designated 12 1 3 8.

The PLID 12 1 3 8 would be used to identify the following circuit.
4-5
Analog Main Board (AMB) and Analog Option Board (AOB)
Two analog boards – the Analog Main Board (AMB) and the Analog Option Board (AOB) –
provide embedded analog capability for the 3300 controller.
The AMB for the MXe, CX and CXi provides six Loop Start, four ONS, one Music On Hold, and
one Paging circuit.
The AOB on the CX/CXi only is installed on the AMB to provide an additional six Loop Start and
four ONS circuits.
Programming
In the Analog Services Units form, port 0 is the AMB, and has the programmed type of 3300
Embedded Analog.
To include an AOB on the CX or CXi controllers, use the Expanded Analog type.
Units 2 through 16 can be used for CIM-connected ASUs, Universal ASUs or ASU IIs.
AMB on a 3300 CXi Controller
Four
imbedded
CIM ports
AMB on a 3300 MXe Controller

; Lab 1 – Programming the Controller Modules
Reference
4-7

ASSIGNING ACCESS
PRIVILEGES 5
Objectives
When you finish this module, you will:
Understand the permissions of different administrator levels.

Configure the Administrator Policies.
Create User Authorization Profiles and assign a policy to them.
Be aware of the steps required to prevent unauthorized access.
5-2 Assigning Access Privileges_rev10.doc

ASSIGNING ACCESS PRIVILEGES
Configuring the Administrator Policies
An Administrator Policy controls access to forms in the System Administration Tool. When you
create a policy, you set permissions that grant Read Only or Read/Write access to forms. You
can also deny access to forms, which hides them from the user’s view.
One policy is assigned to each user in the User Authorization Profiles form and can be
distributed to all of the customer’s MCD systems that are using System Data Synchronization
(SDS).
The following table shows:
• The default policies
• Access levels, from highest to lowest
• Permissions
Level Form Access Allowed Permissions Granted
Root Administrator All Read/Write

System Administrator All except: Admin Policies: No
Access
• Admin Policies
• SDS-related forms All others:
Read/Write
Remote System Same as System Administrator except for IP Networking: No
Management the following IP networking forms: Access
All others:
• System IP Properties form for all nodes
Read/Write
• IP Routing form for CXi and MXe
• All forms in the Internet Gateway folder
for CXi and MXe
• All forms in the Firewall folder for CXi
and MXe
Note
SDS Administrators on systems upgraded to Release 8.0 are automatically
assigned Root Administrator access rights.
System Data Synchronization is covered in the MCD Advanced I&M course.
5-3
Admin Policies Form

This form allows you to add, modify, and delete policies that control access to the forms in the
System Administration Tool. Access is defined by the permissions assigned in the forms.
• Read/Write
• Read Only
• No Access
When a new policy is created, use

You can change and this field to specify the Default
copy but not delete the Access Type applied to all forms.
remote policy.
Policy came with the

system software?
You cannot change,

delete or copy the root
policy.
You can change and

copy but not delete the
system policy.
All forms that MCD

supports are listed as
Policy Members
regardless of licenses
purchased and ICP
type.

The policy access rights can be further refined by selecting individual forms and using the
Change Member buttons to change the access type.
Enables the form to be

viewed but not changed
Enables the form to be

viewed and changed
Hides the form from view
Note
Access to Maintenance commands as well as FTP and Telnet connectivity are
excluded from policy control.
Creating and Assigning Admin Policies

To create a new Admin policy:
1. Log on to the System Administration Tool using an account that has Root Administrator
access rights.
2. Navigate to System Properties > System Administration > Admin Policies form.
3. Select Add.
4. Type a policy name using up to 25 alphanumeric characters.
5. Set the permissions as required by form or form group. By default, all forms are Read/Write.
6. Select Save.
7. Assign the policy to user profiles through the System Properties > System Administration >
User Authorization Profiles form.
5-5
User Authorization Profiles

User authorization is programmed here. When you login, the system grants you the privileges of
your authorization level, depending on the username you enter. There are three authorization
levels in the system.
• System Admin
• Group Admin
• Desktop Admin
MCD allows multiple user access. As long as the sessions are logged in using different user
names and passwords, you can have:
• Five concurrent System Administrator sessions.

• Five concurrent Group Administrator sessions.
• Ten concurrent Desktop User sessions.
This is where passwords may

be set for the various
usernames, including the
system user.
On a system where the SDS feature is disabled, the SDS Shared Data Updates, SDS Form
Comparison, and SDS Form Sharing forms do not appear in the list of forms that the System
Administrator can access.
You can prevent a Root Administrator on a local system from having Root Administrator access
rights on specific remote systems. Use the SDS Form Sharing form to restrict the sharing of the
Root Administrator's profile with the remote systems.

Preventing Unauthorized Access
In the User Authorization Profiles, change the default username and password for the System
User Profile login ID. Ensure that any other user profile login IDs that are created only have the
required access level.
Note
Users are required to change the default password used to log into the
System Administration, Group Admin, and Desktop Tools.
Caution
Because of the nature of SDS, an administrator can indirectly modify data in a
remote MCD without having administration rights programmed on that system.
With all security features in place, customers become responsible for their PBX security and are
expected to do the following when the PBX is installed.
• The username and password for the system profile should be restricted to only responsible
personnel, at the owner’s discretion. As a general rule of thumb, System Level access
should not be assigned to routine service personnel.
• Create the necessary user profiles. When installing MCD, login as System with correct
username and password in ESM and create the required profiles needed for access to
MCD. Remember to change these on a regular basis to help keep the system as secure as
possible.
• Make and keep a backup copy of new usernames and passwords. Whenever usernames
and passwords are changed, make sure that the updated usernames and passwords are
recorded and saved in a secure area. These records should be accessible to any service
personnel, if needed.
• Backup your database. Backup the database regularly and whenever there have been
changes made to it.
Caution
All applications that connect to MCD (via MiXML, FTP and secure Telent)
should have their own login account and never use the system login account.
Applications attempting to connect to MCD using the system login account
may eventually lockout the system account if the password for the system
login account is changed.
The logs will show the application, which will have an IP address that is
different from the MCD system.
5-7
Configurable Security Measures

The password strength and expiration interval are configurable in the System Security
Management form.
The period of inactivity after which the current System Administration Tool session is
automatically terminated is configurable in the System Security Management form.
Maintenance commands to reset passwords to the factory defaults for individual users or for all
users, and to log out hot desk users are:
• Reset_Login_Password
• Reset_All_Login_Passwords
Note
A Class of Service (COS) option, User Inactivity Timer, automatically locks
5300-series phones after a configurable period of inactivity.
COSs are discussed in a later module.

; Lab 1 - System Administrator Policy
Reference
; Lab 2 – Creating a Backup Administrator Account

(Optional)
Reference
5-9

HEALTHY SYSTEM
CHECKLIST 6
Objectives
Determine the relative health of the system through a series of checks.

Determine the presence of an alarm.
Check and manage your database.
Schedule automatic database checking.
Check the status of the database.
Understand the use and importance of the DBMS_INITIALIZED flag.
View the maintenance logs.
Check the hard drive for ample storage space for voice mail.
Check the RAM space for ample storage of Music On Hold files.
Backup a database.
Restore a database.
Reset the system.
Reference
Online Help > Contents > Maintenance > Procedures > Healthy System
Checklist
6-2 Healthy System Checklist_rev9.doc

HEALTHY SYSTEM CHECKLIST
Checking the System Health
A healthy system means that everything is operating as expected. There are a number of
system checks that should be done before leaving the system unattended.
Caution
Mitel recommends this checklist be used both before and after working on a
system.
Healthy System Checklist

To ensure that the system is running properly, make sure that:
• There are no alarms present.
• There are no error logs. More details about the logs are discussed in the Troubleshooting
the System and the Sets module.
• There are no failed data distribution updates if System Data Synchronization (SDS) is
configured. SDS is discussed in the advanced class.
• DBMS STATUS indicates:

| The DBMS_INITIALIZED flag is turned on.
| The DBMS CHECK is scheduled.
| The last time a DBMS CHECK occurred and if there were any errors.
| The next time a DBMS CHECK will occur.
• The database is backed up.
• The Programmed Reboot Resource Recovery schedule is programmed for the desired date
and time.
Reference
Technician’s Handbook > Maintenance > Check System
6-3
Alarm Check
Check for the presence of any alarms. You can observe the alarm status by:
• Viewing the LEDs on the front of the controller
• Viewing the alarm status in the ESM window.
• Issuing the SHOW STATUS ALARMS command
• Checking the Alarm Details form in ESM.

Determining the cause of some alarms is discussed in the Troubleshooting module.
Note
It is important to always check both the Alarm Details form and issue the
SHOW STATUS ALARMS command. Some alarm categories only show up in
the Alarm Details form and some only show up when using the commands.
Alarms are also indicated on:
• Console windows.
• Sets configured to display alarms.

Database Check
MCD stores database information such as the hardware and user specifics of the system, both
in its RAM memory and on its hard drive. The stored data can become corrupt and unusable.
Checking the Database

There are two methods to have the system check its database for errors:
• Manually, using the DBMS CHECK BRIEF or FULL command
• Automatically on a schedule, using the DBMS CHECK TIME command
DBMS CHECK Command

When you issue the DBMS CHECK command, the system compares the RAM database with
the Hard Disk database. If it finds errors, it reports them on the maintenance terminal screen
and raises a MAJOR Alarm with a category of DATABASE. You must then take action to
remove the errors.
Note
You should always perform a DBMS CHECK FULL after any lengthy ESM
session. It gives more information about the database than BRIEF. BRIEF
simply performs the check and displays a summary. It does not display the
status of each form like FULL does. Both commands give the same end
result, and there should be no Table or View Errors. It is recommended to use
the DBMS CHECK FULL command for the remainder of the class.
Database Errors
Whether the database is truly corrupted at the time of the DBMS Check or unavailable due to
access by another database process, such as a database backup, the DBMS Check results
appear the same.
It is best to repeat the check after a conflicting database process has completed.
Whether a database error is detected during a manual or a scheduled check, the DBMS
CHECK FULL command should be repeated to confirm the error and to view details about the
areas of database unavailable for access.
You may also attempt to select a database form and view its contents. A failure, with a system
error message as a reply, confirms a corrupted database.
When a database error has been confirmed, begin a database recovery from a known healthy
database backup. Database backups are discussed later.
6-5
Database errors may also occur if someone or something is accessing the database. For
example, if someone else is accessing a form, MCD cannot check that form and displays an
error. The same is true if a hospitality Property Management System (PMS) is accessing the
database, such as someone being checked in or wakeup calls are being input. If this is the
case, simply wait, check there is no other access, and try again.
Scheduling Automatic Database Checking

The DBMS CHECK TIME n command sets the time at which automatic database checking
occurs. Default is 5 AM.
n is the hour, from 0 to 23, at which the system performs the check. Specifying minutes is not
possible. The set hour must be at least 10 minutes from the current time, or set to the next hour,
for the event to occur on the current day.
If the system detects a database error via the automatic DBMS CHECK, it will raise a MAJOR
alarm.
The DBMS CHECK OFF command turns the automatic checking off. On a newly installed
system, the default is 5AM and check is off. If the default time of 5AM is the desired hour to be
used for the DBMS CHECK, type the command DBMS CHECK ON.
Use the DBMS STATUS command to see the status of the DBMS CHECK and DBMS CHECK
TIME settings.

; Lab 1 - DBMS Check
Reference
6-7
; Lab 2 – Scheduling an Automatic DBMS CHECK
Reference

Checking the Status of the Database
It is important to verify the database status to:

• Ensure that the automatic DBMS CHECK process is scheduled.
• Ensure that the database will recover in the event of a system reset.
Indicates the scheduled time for

an automatic DBMS CHECK.
No time indicates the automatic
check is disabled. Use DBMS
CHECK ON to enable it.
Indicates the date and time

of the last manual or
automatic check. No date
and time indicates no check
has been performed.
Note
Beginning in MCD 4.1 SP2, the DBMS_Intialized flag is set to On
system is reset.
6-9
Perform a DBMS SAVE command to turn the DBMS_INITIALIZED flag on.
Note
Beginning in MCD 4.1 SP2, the DBMS_Intialized flag is set to On
system is reset.
The DBMS_INITIALIZED flag should always be on. When it is on:
• A live copy of the database is stored on the hard disk and in RAM.
• A pointer is set to ensure the database will be recovered if the system resets.
• Future database changes are automatically stored in the live copy on the hard disk.
When the DBMS_INITIALIZED flag is off:
• Database changes are only being made in the RAM.

• A pointer is set to retrieve a default, or blank, database if the system resets.
Note
The DBMS_Initialized flag must be turned on before the 3300 DHCP server
will allocate leases.

; Lab 3 – Checking the Status of the Database
Reference
6-11
Routine Database Backups
A backup of the system’s data should be done on a regular basis. If the system loses its
database or there is a serious database corruption as indicated by the inability to access ESM
forms, the database can be restored from a recent backup.
When backing up the system, you copy it from the system hard drive to another media. The
backup procedure lets you back up the database files alone or with Call History records and/or
voice mail messages. This procedure should be done whenever a number of changes have
been made to the database.
Reference
Technician’s Handbook > Maintenance > Back Up a Database
Reference
See the Scheduler Module to schedule automatic backing up of the system
database.
The database can be backed up to:
• The hard drive of the programming PC.
• An external FTP server. This is useful in a multi-node environment. The External FTP Server
form needs to be programmed.

To perform a backup, your current user account on the PC being used must have the
appropriate version of a Java Plug-in installed. If you do not have the correct version, the
Browse button will remain grayed out, and there will be a link at the top of the form. Selecting it
will expand the form to give additional information about Java. Go to the www.java.com website
and download the latest copy of Java. Once it is installed, the expanded version of the form will
no longer be available, and the Browse button will become available.
Use the Browse button to launch the Save As dialog box, and then navigate to the location on
your local drive where you want to save the backup file. You have the choice of where to store
the backup, locally on your client PC or on a file server on the LAN.
If Call History and Voice Mail Messages are included in the backup, it can add a significant
amount of time to the backup.
Caution
For a full backup with the voice mail messages, you will need a significant
amount of available space at the target location.
During a system backup, no other users can access any of the web-based tools, such as IP
Appliance Online Services, Visual Voice Mail, Desktop Tool, Group Administration Tool, or
System Administration Tool. It is recommended to perform system backups outside of business
hours. Call process will continue normally while the backup occurs.
Whether or not voice mail is backed up along with the database backup depends on how often
the site performs backups. For example, if database backups are only done when new
programming has been done to the DBMS database and this is only done on a random basis,
then the customer may not want the backup to contain the voice mail messages. If this backed
up database is ever restored, then the messages would be completely out of date. If a nightly
backup is being done, then the messages would only be, as a worst case, one day out of sync.
If a database is restored and it does not have the voice mail messages as part of its backup,
then the original messages on the hard drive are not affected.
6-13
Rotating three generations of database backups permits you to go further back to find the
database configuration you desire or the error-free database you need.
It is recommended to set up three separate backup locations and to keep a log book or file
recording of when each was last created. Make sure that all who need to know are aware of the
location of the backups. It is a good idea to use a location on a customer’s server, or use
rewritable CD/DVDs or USB flash drives.
Caution
When saving the backup, it is recommended that a record of the local
system’s IP address be part of the backup filename; perhaps the Backup File
Prefix.
See Knowledge Base Article KB 10-5173-00067 for more details.
Database of the currently

accessed controller
For Multi-Node Management

(MNM) backups
External FTP Server

form is required
File name is automatically

generated except for the
prefix, which can be
entered here.

; Lab 4 – Performing a Database Backup to the

Programming PC
Reference
6-15
Database Restore
If a DBMS CHECK finds errors, you can fix possible database errors using the backup that you
created. The length of time required to restore a customer database can vary depending on
whether or not the backup you are restoring included voice mail messages and/or call history
records.
Reference
Technician’s Handbook > Maintenance > Restore a Database
When restoring a database, two things should be kept in mind:
• If the saved file is older, database changes made since that backup will be lost after the
restore. Performing regular backups should eliminate this problem.
• If the backup is corrupted or errors were saved to the backup, BAD DATA is detected.
During the restore, this corrupted data will be eliminated from the system, but the eliminated
data will likely represent programming information. This lost data will have to be manually
reprogrammed. Check the logs within Maintenance and Diagnostics to view any possible
errors.
Caution
When saving the backup, it is recommended that a record of the local System
IP address be part of the backup filename; perhaps the Backup File Prefix.

; Lab 5 – Performing a Database Restore (Optional)
Reference
6-17
Checking Internal Components
Check internal components with the following two maintenance commands:
• MESSAGE SUBSYSTEM – displays the status of the message links to peripheral

processors, active and inactive, as well as the DSUs.
• PCM TOTALS – lists the assigned PCM links and indicates, for each, the number of isolated
or unisolated faults.
Checking the Hard Drive

To check the hard drive for problems:
• Reset the system. The system checks for logical errors, maps out bad sectors, and runs a
hard disk surface test. The system identifies the capacity of the hard drive as well as the
used/free space.
• Check for Disk Space alarms. This is important for systems that use Embedded Voice Mail.
Note
For Embedded Voice Mail, a major alarm is raised when the hard drive is 90%
full and a critical alarm at 95% full.
Verifying Disk Space for Voice Mail and RAM Space for Music on
Hold
To determine how much hard drive space is left for voice mail greetings and messages and for
embedded Music on Hold files, use the dosFsShow command issued from within VxWorks. You
should already have a HyperTerminal ready from a previous module.
The voice mail greetings and messages are stored in the /vmail partition. Check the /vmail
partition to determine if you have ample storage space for voice mail greetings and messages.
To check the available free disk space for /vmail, connect to VxWorks and enter:
dosFsShow “/vmail”
This is an example with 14.5 GB of free space, shown at the end of the system response.

14.5 GB
There are two other methods to determine the voice mail disk size:
• The VxWorks command diskInfo “/vmail”
• The Maintenance Command SHOW STATUS RESOURCE
6-19
To check the available RAM space for embedded Music on Hold files and to determine if a
recorded file size will have enough storage room, navigate to the Music on Hold > System Audio
Files Update form. The available space is tracked and displayed in this form.
RAM space on a
CX/CXi is 4 MB.
Maximum Available Maximum Number of

Controller Total RAM
Recorded Audio Time Embedded MOH Files
MXe Server 16 MB 32 minutes 64
MXe 16 MB 32 minutes 64
CX/CXi 4 MB 8 minutes 8
AX 2 MB 4 minutes 2

Resetting the System
A system reset:
• Shows that the controller is healthy and operating normally
• Prevents the accumulation of file fragmentation errors in the system’s memory, which can
cause unpredictable results in system operation.
A reset can be accomplished by a:
• Controlled Reset – with the VxWorks line command, reboot, from the serial interface to the
3300 controller or by using the Reset System command in ESM. The Reset System
command requests all software components to shut down and monitors the progress of the
shut down. The Reset System command is the desired means of manually resetting a
system.
• Hard Reset – pressing the reset button on the controller. It is considered the last alternative
and is used when the controlled reset has failed. It should be used with caution as database
corruption can occur. This is equivalent to powering down the system.
• Scheduled Programmed Reboot – programmed through the ESM maintenance commands.

By default, the schedule time is set to 2:15 am daily, and the Programmed Reboot is set to
off.
• Resource Reboot – can be set to occur if system resources fall below a defined threshold.
The resource reboot is on by default and occurs according to the scheduled programmed
reboot schedule. The monitored resources include:
| If the amount of free memory becomes less than:
50 MB, a warning maintenance log is generated and a minor alarm is generated.
The alarm is generated to notify the system maintainer that the system memory is
getting low and the system should be restarted. Under normal circumstances, the
system should remain up for 2 to 4 days after the alarm is generated. If configured,
the system will be reset at the next programmed resource recovery reboot time.
25 MB, a warning maintenance log is generated and a major alarm is generated.
The alarm is generated to notify the system maintainer that the system memory is
getting dangerously low and the system should be restarted. Under normal
circumstances, the system should remain up for 1 to 2 days after the alarm is
generated.
15 MB, a warning maintenance log is generated and a major alarm is generated. If
configured, the system will be reset at the next programmed resource recovery
reboot time.
2 MB, a warning maintenance log is generated and a critical alarm is raised on the
system. The system resets immediately.
6-21
| Memory fragmentation
If the largest memory fragment becomes less than 2 Mbytes, a log is generated and
a major alarm is raised to notify maintenance personnel that the system should be
rebooted. Under normal circumstances, the system should remain up for 2 to 4 days
after the alarm is generated. If configured, the system will be reset at the next
resource monitoring reboot time.
If the largest memory fragment becomes less than 500 Kbytes, a log is generated
and a critical alarm is raised on the system. The system will reset immediately.
| Stale tasks/components
If a non-critical task is suspended, a log is generated and Major alarm is raised. If
configured, the system will be reset at the next resource monitoring reboot time.
If a critical task is suspended, a log is generated and a critical alarm is raised on the
system. The system will reset immediately.
Note
The thresholds for Memory Consumption, Memory Fragmentation, and Stale
Tasks/Components are hard-coded and cannot be changed.
The Programmed Reboot Courtesy On command enables the courtesy reboot option. When
courtesy reboot is enabled, the system waits for all calls to clear before rebooting. Use the
Courtesy qualifier to minimize the impact of reboots on system users. This is disabled by
default.
The Resource Recovery Reboot is automatically set for 2:15 am daily and is on by default.
The Scheduled Program Reboot is scheduled for 2:15 am daily and is off by default.
During a reboot, the system shuts down its processor and automatically restarts, clearing its
memory and allowing a fresh copy of the operating software and database to be loaded from the
hard drive.
Note
The system will run in a stable fashion providing full level of functionality
without scheduled programmed reboots for systems running 4.1.9.4 or
greater.
Any unexpected reboot should be reported to Mitel Technical Support. Mitel

recommends enabling the resource recovery feature.

Programmed Reboot Resource Recovery
Verify that the PROGRAMMED REBOOT RESOURCE RECOVERY is scheduled and enabled.
Note
Mitel recommends that it is not necessary to enable a regular
PROGRAMMED REBOOT. All that is necessary is to adjust the scheduled
time to suit the particular installation. Leave the PROGRAMMED REBOOT off
and the RESOURCE RECOVERY REBOOT on.
Reference
For more information, see Knowledge Base Article 07-4409-00027.
6-23
; Lab 6 – Turning On the Programmed Reboot Resource

Recovery and Courtesy Options (Optional)
Reference

USER AND DEVICE
CONFIGURATION 7
Objectives
Understand the difference between single line and multiline sets.
Be familiar with Programmable Key Modules (PKMs).
Program multiline IP phones.
Register the phones.
Understand the various types of keys on a set.
Recognize a prime line and how it is used.
Understand the differences between a single line and multicall line.
Program secondary single line numbers.
Program multiple multicall line appearances on the same set.
Program multicall lines appearances on multiple sets.
Program Direct Station Select and Busy Lamp Field (DSS/BLF).
Understand the differences between DSS/BLF and secretarial transfer
keys.
Program feature keys.
Connect a PC to the set.
Use maintenance commands to locate and load a particular set.
Understand how to import and manage user data.
Use the User and Device Configuration form to add, copy, change, or
delete user and device data.
Use the User and Device Attributes form to control any telephone’s
attributes.
7-2 User and Device Configuration_rev4.doc

USER AND DEVICE CONFIGURATION
Programming and Registering the Sets
Multiline IP Phones
Multiline IP phones are proprietary telephones that connect to a TCP/IP Ethernet LAN. They
have Personal Keys that can be used as:
• Line Appearances of other directory numbers.
• Speed Dial keys.
• Feature keys.
• Direct Trunk Select keys, to directly access a CO trunk (3300 ICP only).
• ACD Threshold Indicator keys.

Most installations include multiline phones.
In this module, you will program Multiline Sets in a number of typical business applications.
Multiline IP Phone Connections

All multiline IP phones connect to the TCP/IP LAN.
7-3
5x00-Series Multiline IP Phones

Each IP phone has a unique IP address, supplied by a DHCP server when the phone
boots up.
IP phones are real-time sensitive network devices that must be installed in a LAN
environment that meets certain minimum delay, jitter, and packet traffic requirements.
Reference
See the MCD Engineering Guidelines for further details on LAN/WAN criteria.
IP Phone Boot Sequence

The IP phone sources information from a number of places to eventually deliver phone
service to the user. When powered up, the IP phone:
• Retrieves an IP address and other networking components from a DHCP server.
• Upgrades its firmware from the TFTP server if required. This is normally not required
unless the MCD software has just been upgraded. Normally, this is defined as MCD’s
system IP address.
• Downloads its main operating software from the TFTP server, which is defined by
DHCP. Normally, this is defined as MCD’s system IP address.
• Registers its MAC address with a Directory Number (DN) on the defined MCD system. It
communicates via the system IP address to do this.
Registering IP phones
MCD call control will only communicate with registered IP phones. The Single Line or
Multiline IP Sets forms associate a MAC address of an IP phone with a programmed DN
and Device ID. This assignment allows registration of the IP phone with the system.
To have IP phones register with the system, you can associate the phones MAC with a
DN in one of two ways:
• Manually enter the valid IP phone’s MAC address prior to connecting the set to the LAN.
When connected, the set will register immediately.
• Connect the set to the LAN and you are prompted to enter a PIN. Enter a Set
Registration Access Code, the DN to be assigned to the set, followed by the Superkey or
Hold button. The appropriate forms will automatically be updated. The DN must already
be programmed in the MCD database in the appropriate forms.

PIN Numbers
Use the System Options form to specify the:
• Set Registration Access Code – used to register a new IP phone into the system.
• Set Replacement Access Code – used to override an existing registered IP phone.
• Set Registration Security – specifies how many registration attempts a user is allowed.
These codes, along with the desired DN, form a Personal Identification Number (PIN) to
be entered during the phone's initial boot up. When properly entered, the MAC Address
of the device will be automatically programmed in the appropriate forms.
The Set Replacement Access Code must be programmed. It is used when replacing a
defective set with a new one. It should be used with caution. It is meant to take the MAC
address of a new IP set, which is unknown to the database, and overwrite the MAC
address of an existing set in the database.
The replace activity will not be rejected if the DN specified belongs to a set that is still in
service, even one engaged in a call. The set being replaced must be of the same type.
7-5
Programmable Key Modules (PKMs)

The PKM provides additional personal keys that can also be assigned as:
• Line Appearance keys.

• Feature keys.
• Speed Dial keys.
The 12-key 5412 PKM and the 48-key 5448 PKM are supported by the:
• 5220 IP phone.
• 5224 IP phone.
• 5235 IP phone.
• 5324 IP phone.
• 5330 IP phone.
• 5340 IP phone.
Note
You can chain 2 PKMs on the 5220/5224/5235/5324 IP sets.
5412 PKM
5448 PKM

Multiline Set Extension Numbers

When a multiline set is first programmed, it is assigned a primary DN. That DN is always
associated with the Prime Line key on the set.
When a multiline set user calls a display phone or a console from its Prime Line, it is the Prime
Line DN that appears on the other phone’s or console’s display.
Assign a DN to a multiline set’s Prime Line in the Multiline IP Sets form.
In the following example, the customer wants to have four IP phones installed according to the
planner.
DN 1001 1002 1003 1004

Device Type 5212 dual mode 5224 dual mode 5330 IP 5340 IP with 48-key PKM
MAC Address
Interconnect # 1 1 1 1
Note
The system supplies the Device IDs.
Program Program the

the DN Interconnect Number
7-7
Moves, Adds, and Changes
Templates and Roles

Use templates to reduce the time that it takes to enter customer data. Common settings, such
as the Class of Service (COS) and Device Type, can be saved in a template and applied to
multiple users.
Note
Class of Service (COS) is discussed later.
Template Forms
The three template forms available are:
• Key Templates Form – program line key settings for multiline phones and SIP devices.
• User and Device Templates Form – program a subset of the information normally added
on the User and Device Configuration form.
• User Roles Form – link templates with roles. When you add a new user, you are
prompted to select a role and its associated template.
Default Templates
The system has two default templates that can be used in place of customized
templates:
• Default User and Device template – used if you do not specify a role for a user and
device.
• Default Key template – used if you do not specify a device type, or if you specify a
device type that does not have a customized key template.
You can update the default templates, but you cannot rename or delete them.
Managing Templates
You can add, copy, change, and delete templates. You can also import data from a .
CSV file into templates.
For example, to use templates to program users in your enterprise, follow these steps:
1. Add a Key template for each device type.
2. Add a User and Device template for each department or work unit. To integrate a Key
template with the User and Device template, select the appropriate device type.
3. Associate a User Role to each User and Device template.
4. Add users, selecting the appropriate User Role and associated template for each entry.

Configuring Key Templates

Key templates contain line key settings that you can reuse when you provision a new user and
device. The system contains a single default key template which you can modify. In addition,
you can add new key templates for a variety of Mitel multiline telephones and generic SIP
devices.
When the system is first installed, a key template named Default Keys is created. You can
update the field values for this template, but you cannot rename or delete it.
One key template can be added for each device type.
The key template settings are applied when the device type is selected for a new user.
Changing the device type for an existing user has no impact.
When adding a new user, the default key template is used if:
• A key template has not yet been added for the selected device type.
• No device type is selected.
Adding a Key Template

To add a key template:
1. In the Key Templates form, select Add.
2. Select a Device Type.
3. Enter a Template Name or accept the default value.
4. Program the keys. Assign a DN or feature to each key, and assign a ring type to each
line appearance. Select Save.
Note
You can also create a new key template on the User and Device Templates
form. After selecting a Device Type, go to the Keys tab and program the keys.
Then save your work to create the new key template for the device.
Note
Follow similar steps to change or delete Key templates.
7-9

Configuring User and Device Templates

Templates contain common information that can be reused when adding new users and devices
to the system. After creating a User and Device template, it should be associated with a user
role. When you add a new user, you can then select that role in order to make use of the
template data.
Reference
See the User and Device Configuration form later in this module.
A user and device template can be associated with multiple roles, or with no role.
When the system is first installed, a single user and device template named Default is created.
You can update the field values for this template, but you cannot rename or delete it.
Using the Hot Desking User field, you can specify whether the template applies to a regular user
and device or to hot desk users.
Using the Service Level field, you can specify whether the template applies to Full Service, IP
Device Only, Multi-Device, or Trusted Service DNs.
Once a template has been saved, its name cannot be changed.
Adding a User and Device Template

To add a user and device template:
1. In the User and Device Templates form, enter the new template Name.
2. Enter the user's Service Details, Voice Mail, Phone Apps and Keys information.
To program a hot desk user, select the Hot Desking User box and specify Full
Service as the Service Level, and then select a Preferred Device.
To program a hot desk set, clear the Hot Desking User box and select IP Device
Only as the Service Level.
To program a regular user and device, clear the Hot Desking User box and select
Full Service as the Service Level, and then select a Device Type.
The Keys tab is pre-programmed if you select a Device Type that has a key
template. If you select a Device Type that does not have a key template, or if you
select No Device as the Device Type, the Keys tab is programmed with information
from the default key template.
You can work on key templates directly from the Keys tab. To update the default key
template, select Use Default Key Template. To add or update the key template for a
device, clear Use Default Key Template.
3. Select Save.
Note
Follow similar steps to change or delete User and Device templates.
7-11

Configuring User Roles

User roles connect users with templates. For example, after creating a user and device template
for your accounting department, you can then create a role called Accounting. Whenever you
add a user for this department, simply select the Accounting role in order to associate the user
with the template.
A user role can be associated with only one template. A template can be associated with
multiple roles.
Adding a User Role

To add a user role:
1. In the User Roles form, select Add.
2. Enter a Role Name.
3. From the Template dropdown, do one of the following:
• Select an existing template.
• Select <New template> to create a new user and device template with default
settings and the same name as the role.
4. Enter a Note.
5. Select Save.
Note
Follow similar steps to change or delete a user role.
7-13
User and Device Configuration Form

The User and Device Configuration form displays a list of the users and devices, including Hot
Desk users and Hot Desk ACD Agents that are currently programmed in the system.
The User and Device Configuration form does not display entries for consoles, Hunt Groups,
remote DNs, and telephone directory-only entries.
Use this form to:
• Search for a user based on specific criteria. For example, search for entries with a specific
DN or name.
• Quickly add, copy, change, or delete user and device data using a single form.
• Import user configuration information into the database. Using the import functionality, you
can quickly import large amounts of user configuration data.
The User and Device Configuration form is data from a number of other system forms, but it
does not replace those forms. For example, to create user authorization profiles, you can
choose to use either the User Authorization Profiles form or the User and Device Configuration
form. The advantage of using the User and Device Configuration form to manage user data is
that you can modify a wide range of user data, such as Telephone Directory, Department, or
Personal Speed Call assignments, without having to navigate through a large number of forms.
It is possible to add an unlicensed device by designating its Service Type as IP Device Only on
the User and Device Configuration form. Unlicensed devices can be used for basic functions,
such as emergency and attendant calls, and for hot desking login.
You can obtain the DNs of unlicensed devices and pending Hot Desk ACD agents by running
the Locate IP License command.

In the Add drop-down menu, you may select:
• By Role – creates an entry based on previously defined Roles.
• Default User and Device – creates an entry based on the Default Template.
Selecting the Add or Change buttons will cause the form to display the following tabs:
• Profile – personal information, telephone directory information, user role, and service profile
7-15
The Service Level of the user or device is defined on the Profile tab. To assign a Service Level
to a record, use the Service Level field to define the features and licensing characters
associated with the DN. Four options, from least to most service- restricted, are available:
• Full Service – indicates that the DN is assigned to a standard user and device with full
telephony functionality.
• Trusted Service – indicates that the DN is assigned to a trusted Mitel application that has full
telephony service once it registers with the system. Although the DN can be programmed on
the same forms as a Full Service user/device, it does not use an IP User License.
Note
With Mitel Application Suite (MAS) release 4.0 and above, the NuPoint Unified
Messaging blade is supported as a Trusted Service application when using
MCD release 5.0 SP1 and above.
• Multi-Device – indicates that the DN is assigned to a user that has only basic telephony
functionality, such as emergency or attendant calls, until programmed as a member of a
Multi-Device User Group or Multi-Device Suite. There are two types of Multi-Device groups
that consume licenses differently.
| Standard Group – the DN does not consume an IP User license, but the group or suite
consumes a Multi-Device User or Multi-Device Suite license. Only one member of the
group or suite at a time can receive fully telephony service.
| External Twinning Group – the DN consumes an IP User license. The non-prime
member uses an External Hot Desk User license.
• IP Device Only – indicates that the DN is assigned to an unlicensed device that has only
basic telephony functionality, such as emergency or attendant calls. The device becomes
functional when a hot desk user or hot desk ACD agent logs into it.
Until a Service Level is assigned, the record consists of a user without a DN.
Once a DN is assigned a Service Level, you can only reassign it to the next level up, meaning to
a less restricted level, or to an equivalent level. Thus, from IP Device Only, you can go to any of
the other service levels. For the purposes of service level reassignment, Full Service and
Trusted Service are equivalent.
The table below lists the device and user types that can be programmed for each of the four
Service Levels. Hot Desking, ACD, and SIP are discussed in later modules. ACD and SIP are
advanced topics.
Device and User Types

Service Level
Analog IP Device Hot Desking User ACD Agent DNI SIP
Full Service Y Y Y Y Y Y
IP Device Only N Y N N N N
Trusted Service N Y N N N N
Multi-Device Y Y Y N Y Y

• Device Details – PKM selection, MAC address, and PLID information
• Service Details – COS, Class of Restriction (COR), external hot desking information,
personal speed call allocations, interconnect number, and more. These features are
discussed later.
7-17
• Voice Mail – enable and program voice mailbox information, message notification type,
message management, and forwarding to e-mail

• Access and Authorization – user PN, wireless PIN, and authorize Desktop Tool access.
Enter a passcode for the hot desking user, hot desk ACD agent, generic SIP user, or Phone
Lock feature. PINs must be from 0 to 10 digits in length. Only digits (0 to 9) are permitted.
The PIN code cannot be read.
Note
Both NuPoint rules and MAS rules for PIN strength apply when the Hot Desk
PIN Security feature is enabled.
Check to give user access to the

Desktop Admin tool.
• Phone Applications – set application programming
7-19
• Keys – device key programming. The Keys tab appears after Profile programming and
selecting Apply.

Importing User and Device Configuration

There is a tool that allows you to import a large number of new users and devices by
importing configuration data from a Comma Separated Value (CSV) formatted file. The
Import Spreadsheet tool can only be used to add new users to the database.
The .csv format for importing files is different than the .csv format used to export files.
When importing, use the .csv format described in the Import Spreadsheet form.
You need Microsoft Excel® 97 or higher installed on your programming PC to download

and read the Import Spreadsheet form and import data into the system database.
You need a Zip archive application like WinZip® installed on your programming PC to
open the Import Spreadsheet form after downloading it.
Note
If you have a multi-system site, you must complete a separate Import
Spreadsheet for each system. Do not create one spreadsheet containing all
new configuration data for the entire multi-system site.
Download the Import Spreadsheet from MCD by selecting the User and Device
Configuration form and then selecting the Import button.
Click here to download the

Import Spreadsheet.
7-21
; Lab 1 – Creating and Using Templates
Reference
; Lab 2 – Add New Users to the Database
Reference
; Lab 3 – Registering the Phones
Reference

Changing a User and Device’s Attributes
Like the User and Device Configuration form, the User and Device Attributes form collects a
single user’s or device’s attributes from many different database forms and presents them in a
single form.
The User and Device Attributes form provides the system manager with a facility to make
changes to an operational database for multiline and industry-standard telephones. Use this
form to change a user’s or device’s attributes.
Fields shown as fixed text are read-only, but fields in text boxes are programmable.
7-23

Programming the Lines and Features of the Sets
Reference
For more information about Mitel sets, see www.mitel.com or MOL.
Types of Keys
Multiline sets have:
• Personal Keys that can:

| Have DNs assigned to them.
| Function as feature keys, such as Call Forward Always, Do Not Disturb, Headset
Operation, or Make Busy)
| Function as private speedcall keys that are programmed by the user
• Fixed Function Keys - designed to provide quick access to functions frequently performed
on a multiline telephone, such as a hold button, a transfer/conference button, and a redial
button. Fixed Function keys cannot be reprogrammed.
• Softkeys - the function at any given time appears in the LCD display next to the key. Their
functions change dynamically depending on the state of the call.
| On 5224 and 5324 IP phones, they are the three buttons under the display.
| On a 5330 IP phone, they are the top three buttons on the left.
| On a 5340 IP phone, they are the top three buttons on the left and right.
Single Lines
A Single Line is a DN that only appears on one key in the entire system. Single Lines may be:
• Prime Lines, appearing on the first key on multiline sets.
• Non-Prime Lines, appearing on any key other than the first key.
In the example below, the boss’s phone is assigned a non-prime single line appearance on
1014. With this secondary line, the boss can make or receive calls even while engaged in a call
on the Prime Line on 1004. The planning would look like this.
Parameter
Prime DN 1004
Key Number 2
DN 1014
Line Type Single Line
Ring Type Ring
7-25
The programming example implements the plan shown above.
This is the boss’s DN.
The boss can make or

This is the only key in A single line receive calls on 1014
the system where this appears only once when a call is present on
number appears. in the system. 1004, and vice versa.
Multicall Lines
A Multicall Line appearance is a DN that may appear on more than one set and/or on two or
more keys of the same set and can support simultaneous separate conversations at each of its
appearances. When a new call rings into the number, all idle appearances will ring. If one set
answers, all other appearances of the same number become idle and are available for use.
With the exception of new calls ringing all appearances, multicall lines cannot be used to
monitor the state of other lines or devices.
The two applications for multicall lines are:
• Multiple appearances of a multicall line on one set
• Single appearances of a multicall line on multiple sets.

All appearances of 1400 may support

their own calls simultaneously.
One set can have many

appearances of a multicall line.
Multiple Multicall Appearances on the Same Set

Multiple appearances of a multicall line on one set allow one person to receive multiple
calls to the same phone number on the same set. Current calls are placed on hold
before new calls are answered. Once the calls are on hold, the person can retrieve and
service them in whatever order they choose.
A set acting as a backup to an Attendant Console can use this functionality when
rerouting incoming calls to various departments.
In the following example, keys one and four are programmed on the same set with DN
1004.
Parameter
Prime DN 1004
Key Number 3
DN 1004
Line Type Multicall
Ring Type Ring
7-27
This is the DN as it The line type will be automatically

appears on key 1. changed to Multicall as soon as the
second appearance of 1004 has
been saved.
Multicall means another call can This is the number

ring this appearance even when appearing again on key 3.
the prime line key 1 is in use.
By default, On-Hook Dialing is supported on multiline sets. It is not necessary to obtain

dial tone in order to make a call from a multiline set.
By default, Auto-Hold is supported on multiline sets. When a multiline set is already

engaged in a call on one line, it is possible to answer a second incoming call on a
second line without putting the first call on hold. The first call will be automatically placed
on hold.
By default, if a non-prime line is ringing at a multiline set, it is necessary to press that line
in order to answer the call. It is possible to enable Ringing Line Select in the set’s COS
to answer the non-prime line call simply by going off hook.
If a multicall line appears on two or more keys, there may be as many simultaneous calls
to the number as there are key appearances. For example, if there are six keys, six calls
can be handled.
Multicall keys programmed to a configured PKM ring the set on incoming calls, even
when the PKM is not physically connected to the telephone.

Multiline Appearance Groups Form
This form is used to specify

Ring Type for any line in a
multiline set group.
The prime line key 1 and key 2

each have an appearance of 1004.
7-29
Multicall Line Appearing on Multiple Sets

Multicall line appearances on multiple sets help to ensure that simultaneous calls to a
common number receive a prompt answer. Such configurations would be appropriate for
uses such as sales desks, help desks, and emergency services.
In this example, multicall line appearance 1560 will appear on sets 1002 and 1003.
Parameter
Prime DN 1002 1003
Key Number 4 4
DN 1560 1560
Line Type Multicall Multicall
Ring Type Ring Ring
First Appearance of a Multicall Line
The line type appears as

Single Line until it has been This is 1560 appearing on key 4 of
programmed against a second set 1002.
key in the Multiline Keys form.

Second Appearance of a Multicall Line
This is the multicall number

appearing on key 4 of set 1003.
7-31
; Lab 4 – Programming Single Lines

Reference
; Lab 5 – Programming Multiple Multicall Appearances on

the Same Set
Reference
; Lab 6 – Multicall Line Appearing On Multiple Sets

Reference

Direct Station Select (DSS) and Busy Lamp Field (BLF)
Reference
Online Help > Contents > System Features > Features D to G > Direct Station
Selection/Busy Lamp Field (DSS/BLF)
In this module, you have worked with two line types:
• Single line
• Multicall line
Two more line types are available
• DSS/BLF
• Secretarial.
When a Personal Key is configured as a DSS/BLF key, it can have four different functions:
• BLF - the key allows you to monitor the activity status of a DN

| Idle
| Busy
| Ringing
| Do Not Disturb
• DSS - the key acts as a speed call key to the DN
• Secretarial Transfer - dial-free, the key allows you to transfer calls without placing the call on
soft hold to that DN. Press the DSS/BLF key and the call is automatically transferred.
• Directed Call Pickup - the key allows you to answer calls that are ringing at that DN.
The monitored device may be on the same PBX or another PBX within the same cluster linked
via Mitel Services Digital network (MSDN) / Digital Private Network Signaling System (DPNSS).
These concepts are discussed later.
When you program the line type as DSS/Busy Lamp, the key is a DSS key of the associated DN
while the corresponding appearance displays the status of the monitored device.
When you program the line type as secretarial, the key allows all of the functions of DSS/Busy
Lamp as well as secretarial transfer of calls on soft hold to the associated DN.
The PKMs and the 5000/5200 and 5300 series sets support busy lamps.
7-33
If you use the System Administration Tool to program a DSS/BLF key on one key and then use
the Group Administration Tool to program a second DSS/BLF key for the same key, it won’t
work. Only one DSS key per alternate phone is allowed.
In this example, keys 5 and 6 are programmed on multiline set 1003 as Secretarial and
DSS/BLF keys.
Parameter First Second

Prime DN 1003 1003
Key Number 5 6
DN 1002 1004
Line Type Secretarial DSS/Busy Lamp
Ring Type Ring No Ring
Programming DSS/BLF
Three possible ring types:

A DN must already exist -Ring
Select to allow Select for regular before a DSS/BLF can be -No Ring
secretarial transfer. DSS/BLF operation. programmed to monitor it. -Ring Cont

Feature Keys
You can assign features such as Camp-on, Auto Answer, and Do Not Disturb to any unassigned
Personal Key on the set or PKM. The key becomes a Feature Key. Pressing that key activates
the assigned feature. In most instances, the key works as a toggle key. Pressing the key
enables the feature with a visual indication. Pressing the key again disables the feature.
The 5020/5220/5224 IP Phones have many of these features, such as Callback, Call Forward,
Camp-on, Music, Night Answer, Override, Privacy Release, and Swap, available on their
softkeys, and many accessed by using the Superkey. Features unavailable on the softkeys can
be programmed against any spare Personal Keys.
The 5010/5212/5215 IP phones do not have feature softkeys. You can assign any of the
features to spare Personal Keys on these sets.
In this example, the features Auto Answer, Do Not Disturb, and Callback are programmed on
keys 7, 8, and 9 respectively using DN 1002.
Parameter
Prime DN 1002 1002 1002
Key Number 7 8 9
DN
Line Type Auto Answer Do Not Disturb Callback
Ring Type
7-35
; Lab 7 – Programming DSS/BLFs

Reference
; Lab 8 – Programming Feature Keys

Reference
; Lab 9 – Programming Feature Access Codes (FACs)

Used in the Classroom
Reference

Connect a PC to a 2-Port IP Phone
On many phones, you only need one Ethernet drop to the desktop for both your voice and data
devices.
You can consolidate the drop because the phones incorporate a 2-port Ethernet switch that
provides LAN connectivity to both the phone and a second data device, such as a PC.
The second port supports connection to a 10/100 Base-T Ethernet network. The PC Port on IP
Phone - Disable option in the Class of Service Options form allows you to enable or disable the
PC ports.
7-37
Using the Locate and Load Maintenance Commands
Sometimes it is necessary to locate a particular set and remotely reset it.
Locate Maintenance Command

The LOCATE EXT <NNNN> maintenance command displays the physical location of a
line for a given extension number NNNN.
The LOCATE ALL FREE command, with its qualifiers, identifies DNs or location IDs that
have not been assigned.
For example:
LOC ALL FREE DN 4000 to 4200
LOCATE FIRST FREE DN 4000 to 4200
Use the TYPE *.LOCATE.FREE_DN command to view the free DNs listed in this file.
LOCATE: Warning! file *.LOCATE.FREE_DN will be overwritten.

4006 - 4009
4011 - 4019
4021 - 4139
4141 - 4143
4145 - 4200
The free DNs within the given range can be found in .LOCATE.FREE_DN.
The first available DN within the given range is: 4006
The LOCATE FEATURE EXT <NNNN> command provides a list of active features for a
specified extension number or PLID.

For example:
LOCATE FEATURE EXT 4000
Use the LOC NUM 4000 command to see the device, hunt group, and path to which the
DN is associated.
IP Device ID: 1
Circuit Location: 1 3 1 1 1
Extension: 4000
Active Features:
Do Not Disturb
MAC Address: 08:00:0F:00:A2:FC
Load Maintenance Command

The LOAD maintenance command remotely reboots an IP set. If a firmware upgrade is
necessary, it will automatically occur during boot up.
For example:
LOAD IPDEVICE 1
LOAD IPDEVICE 2,10,20 TO 30
The system responds with LOAD initiated.
Caution
Be very careful with the Load command. If your syntax is not specific, you
may reboot the controller itself. DO NOT use the LOAD 1 command!
7-39
; Lab 10 – Using the Locate and Load Maintenance

Commands
Reference

CONTROLLING PHONE
FEATURES WITH CLASSES
OF SERVICE
8
Objectives
Understand the use of Classes of Service (COS) on stations and trunks.

Comprehend how to designate blocks of COSs to different types of
devices and users for future expansion.
Program specific COS options and features to devices on your system.
Verify the options and features are available to the devices.
Program a Feature Access Code manually.
Import all Feature Access Codes that will be used in this course.
Reference
Online Help > Contents > Forms Reference > Forms A to C > Class of Service
Options
8-2 Controlling Phone Features With Classes of Service_rev9.doc

CONTROLLING PHONE FEATURES WITH CLASSES OF SERVICE
Classes of Service (COS)

COS programming gives a company the flexibility to tailor feature access to suit employee
requirements.
The Class of Service Options form is a template of feature and timer options that you assign to
all:
• Stations
• Trunks
COS allows enabling or disabling of features, not apply toll control. Some of these features can
stop access to outside calls. Class of Restriction (COR) is used as a means of applying toll
control, and is discussed in another module.
Enabling a feature usually involves assigning a COS option or timer to one or more devices.
Feature options are easier to manage if separate COS numbers are assigned for different users
and their devices, or groups of users. To reduce the chance of error, it is important that you
have an overall plan to follow.
Note
MCD provides a maximum of 110 COS records.
• COS 100 should be reserved for use by ARS for routing calls over Direct
IP Routes.
• COSs 101-110 are reserved records. Do not program.
COS values above 96 should not be used in networks unless the entire
network is upgraded to MCD 5.0 or higher.
Planning Classes of Service

In the example below, the administrator has created a plan specific to their network needs.
• Every set that is added to the database is assigned COS number 1 by default. The
administrator customizes COS 1 with minimal features enabled to limit new employees from
accessing advanced features.
• COS numbers 2 through 5 are reserved for general employees that use single line phones.
The administrator may only use COS 2 initially, and then customize the features and timers
according to general employee needs. However, COS 3 through 5 are reserved for future
use in the event that subtle differences are required for certain individuals who use single
line phones.
• COS numbers 6 through 10 are reserved for attendant consoles. Again, the administrator
may only use COS 6 initially, and then customize it according to an attendant’s role.
However, COS 7 through 10 are reserved for future use in the event that subtle differences
are required for certain attendants.
• This same plan continues for other set types within the company. At this point, the
administrator will ensure that they have labeled each COS with a comment identifying the
COS according to the plan.
8-3
Programming Classes of Service

To program COS:
• Program all extension numbers in the database.
• Create a COS plan to suit the customer’s needs. Label all COS numbers in use for easy
administration.
• According to the plan, enable or disable features and adjust timers in each COS that will be
used.
• Assign the appropriate COS number to the:

| Sets in the Station Attributes form.
| Trunks in the Trunk Attributes form.

8-5
Dialed Night Service

There are three operational modes available on MCD:
• Day mode
• Night 1 mode
• Night 2 mode
Certain aspects of the system can be configured to behave differently based on the
operational mode.
A COS can be assigned to each of the three modes allowing for varied functionality
based on the time of day.
For example, it is possible to configure the incoming trunk answer point to be the
attendant console when the system is in day mode and to be the guard’s desk when it is
in Night 1 mode.
In another example, a desktop device may be capable of programming call forwarding to

an external number when the system is in day mode. This is done by assigning the
extension a COS option with this feature set to yes in the COS-Day column in the
Station Attributes form. Then when the system is in COS-Night 1, the set’s COS will not
allow Call Forwarding-External to be programmed.
Reference
See the Scheduler Module to schedule a system to switch from day to night
service and vice versa.
Individual Trunk Access

Trunk access lets you access a specific trunk directly by dialing a feature access code
followed by the four-digit trunk number. No toll control or ARS checking is done when
trunk access is used.
Technicians frequently use this feature during trunk programming to verify trunk
functionality. It is enabled by default in all COSs.

Available Classes of Service

The following diagrams show the available COSs and their default values.
Hover over an option until a

question mark appears,
Click to view an explanation
of the option.
General Tab - Page 2

8-7


8-9
Advanced Tab - Page 2


; Lab 1 – Programming and Assigning Classes of Service

Reference
8-11

TELEPHONE DIRECTORY
9
Objectives
Assign names, departments, and locations to extensions.

Understand the use of the prime name.
Understand the use of the privacy setting.
Be able to use the phonebook function to perform a name look-up to find
a user’s extension number.
9-2 Telephone Directory_rev8.doc

TELEPHONE DIRECTORY
The Telephone Directory
The Telephone Directory is an information database of all the directory numbers in the system.
Each directory number has information associated with it, such as name, department, and
location.
Display set users can use the Phonebook feature to search the telephone directory for names.
They can scroll through the directory on their LCD displays until they get the name they want,
and can call the desired party by pressing a softkey.
Attendant Console Operators access the Telephone Directory through the Phonebook feature.
They can search for a person by name, department, location, number, or any combination of
these. All search matches are listed on the screen. The Operator can then select the required
party and place the call with one keystroke.
The preferred way to enter names in the Telephone Directory is Lastname,Firstname, with no
space before or after the comma.
If you use this format, the attendant can search for names by using either the first or last name.
Display phone users can search for names by using the last name followed by the first name or
initial.
Note
Setting the Phonebook Lookup – Display User Location to Yes in the user’s
COS options allows the phonebook search function to display the user’s
location after displaying the DN and name.
Prime Name
If multiple names are assigned to the same directory number, the Prime Name field can be used
to define the prime name, or displayed name, for that extension.
Only one name may be prime for an extension. The Prime Name field is ignored if the
Telephone Number field is blank. The first name entered in the Telephone Directory for any
extension is the prime name, unless this form is used to specifically designate an alternate user
of the directory number as the prime name.
In the Telephone Directory Form, select Yes to indicate that this name is the prime name. Select
No or leave the entry blank to indicate that the name is not the prime name. The default for this
field is No.
Privacy
Any extension number in the system telephone directory can be designated as private so that
this number is not displayed on other users’ telephones.
9-3
During a call, a caller’s name and number normally appear in the display of the called set.
However, if the caller’s directory number is programmed as private, only the caller’s name
appears. Private numbers are not displayed on other telephones during any call processing
state. In addition, users cannot use the Phonebook directory to display private numbers or call
users with private numbers.
Private numbers are displayed on attendant consoles. An icon of a lock appears in the attendant
console display to indicate that the number is private. Attendant consoles can also display
private numbers in the Phonebook.
In the Telephone Directory Form, select Yes to indicate that the associated telephone number is
to be a private extension. The default setting for this field is No.
The following types of telephone numbers cannot be made private:
• Non-prime key line appearances
• Modem and modem groups

TELEPHONE DIRECTORY
Programming the Telephone Directory
In this example, the customer wants to have names, departments, and locations associated with
each telephone directory number.
When Phonebook users

enter New York, the
system dials this number.
Internal or external numbers, this

is an information only field.
These two names belong to the

This number belongs to a same number, 1003. The prime
softkey on an attendant name, Carlos Santana, is the
console. The softkey icon on one that appears on the display
the attendant’s screen of any phone called by 1003.
displays INWATS as a label.
The Telephone Directory form is used to label more than prime extension numbers. Some
examples are:
• External numbers
• Hunt group or ring group numbers
• Multicall or key system numbers
• Non-prime single line numbers
• System Speed Call numbers
• ACD agent IDs
• ACD paths
9-5
; Lab 1 – Programming the Telephone Directory
Reference

ATTENDANT CONSOLES
10
Objectives
Understand the differences between the 5550 IP and the 5540 IP

Attendant Consoles.
Install the 5550 IP Attendant Console software.
Program the 5550 IP Console.
Assign a prime directory number to the console.
Assign additional directory numbers and names to the console softkeys.
Verify that the Attendant Consoles can make and receive calls.
Practice various attendant features.
Learn other methods of accessing department and location directories.
Comprehend how to program the recall operation if there are multiple
attendants.
Learn how to enable directed call pickup so an extension user can
answer calls to an attendant console.
Program console BLF fields.
References
5540 IP Console User Guide
5550 IP Console Feature Teacher
Knowledge Base Article (KBA) 13-5173-00087 – 5550 IP Console

Troubleshooting Steps
10-2 Attendant Consoles_rev10.doc

ATTENDANT CONSOLES
Introduction to Attendant Consoles

The Attendant Console is designed to handle high volumes of calls in an efficient manner. MCD
supports the:
• 5550 IP Console
• 5540 IP Console
Most installations include one or more Attendant Consoles.
The 5550 and 5540 IP Consoles connect to the LAN.
5550 IP Console
The Attendant console optimizes call handling and system administration. The 5550 IP Console
is sold with all the parts and software that enable it to run on a customer supplied PC
10-3
The console keypad has an LED

that indicates, when lit, that the
console has not received its IP
address from the DHCP server.
5540 IP Console
The 5540 IP Console is a dual-port, MiNET attendant console. Designed for use on the IP
network, it supports PoE, cordless headsets and resiliency. The 5540 IP Console does not
support print functions, macro keys, or the application menu, and it lacks a printer port. It is an
economical answering position for small and medium-sized businesses, departmental
administrative assistants, or hospitality enterprises.

ATTENDANT CONSOLES
; Lab 1 - Install the 5550 IP Attendant Console
Reference
Remote Training
This lab may not be possible when training in a remote environment.
Please refer to the 5550 IP Console Feature Teacher training at:
http://training.mitel.com/cw/T-FT-5550-1-0-EU-SS/modules/player.html
10-5
Programming the Attendant Consoles
In this example, the customer wants to have two Attendant Consoles installed and programmed
with prime numbers 1000 and 1030 on softkey 7. The remaining softkeys should be
programmed as Answer Points. Softkey 1 is reserved for Recall.
Planning the Installation

Extension 1000 Extension 1030
COS 3 3
Class of Restriction (COR) 1 1
Intercept Handling 1 1
MAC Address 08:00:0f:1a:61:38 08:00:0f:45:a3:c3
Interconnect # 1 1
Softkeys 2 1052 2 1052
3 1053 3 1053
4 1054 4 1054
5 1055 5 1055
6 0 6 0
7 1000 7 1030

ATTENDANT CONSOLES
This programming example implements the plan.
Softkey on the console

where the prime DN appears.
DNs must be programmed against these

keys to permit calls to be directed to them.
The numbers may be answer points for
internal calls to the operator or for calls from
the public network. The numbers can be
shared across multiple consoles.
The six console softkeys This is the prime number of the

act as DNs that the console. It appears on the softkey that
attendant can answer. was assigned in the IP Consoles form.
10-7
Attendant Softkey Programming Example
By directing various call types to different console softkeys, you permit the Attendant to handle
calls on a priority basis and answer them appropriately.
In this example, two call types arrive at the Attendant Console at the same time. The softkeys
enable the Attendant to differentiate between the two call types.
• Toll-free calls arrive on softkey F5 labeled ABC Co. The Attendant responds, “Good
morning... ABC Company.”
• Internal dial 0 calls arrive on softkey F2 labeled Operator. The Attendant responds, “Good
morning... Operator.”
The Softkey labels enable the Attendant to answer external toll-free calls before internal
operator calls to provide better customer service.

ATTENDANT CONSOLES
This is the programming for that scenario
The name appears after

assigning it to its number in
the Telephone Directory.
The number appears
before assigning a
name to it in the
Telephone Directory.
10-9
; Lab 2 – Programming Attendant Softkey Labels

Reference
Remote Training

ATTENDANT CONSOLES
Accessing Department and Location Directories
There are other ways to change department names and locations without needing to change the
individual entries. Navigate to the:
• Users and Devices > Telephone Directory Management > Locations form.
• Users and Devices > Telephone Directory Management > Departments form.
From here, you can:
• List all of the Departments and Locations programmed in your Telephone Directory.
• Change a Department or Location name. The name will be changed for all users associated
with it.
• Not add or remove Telephone Directory entries.
• Use the Telephone Directory form to change the Department or Location for one user.
10-11
Multi-Attendant Operator Recall
In an attendant group where the DN of each attendant console appears as a softkey on the
other consoles, recalls are presented to all attendants.
By enabling Recall If Transferred to Original Call Destination in the attendant’s COS, recalls are
presented only to the attendant who originally handled the call.
This behavior applies to DID/DDI calls to extensions that are rerouted to attendants, or sets,
using Call Rerouting. Call Rerouting is discussed later.
Note
The system can support up to 16 attendant consoles.

ATTENDANT CONSOLES
Directed Call Pickup of Attendant Calls
In the Class of Service Options form, enable Allow Directed Call Pickup of Attendant Call to
allow an extension user to answer calls to an attendant console, except recalls and callbacks,
by using the Call Pickup - Directed feature and dialing the console prime line number. The
console must have Call Pickup - Directed Accept enabled in its COS for its calls to be picked up.
10-13
Attendant Remote Control of DND and Call Forwarding
The attendant has the ability to set DND on user’s extensions if Do Not Disturb is set to Yes in
the set’s COS and Do Not Disturb - Access to Remote Phones is set to Yes in the console’s
COS.
Call Forwarding can also be canceled from the console.

ATTENDANT CONSOLES
Attendant BLF Display
The 5550 Attendant Console can support BLF notification, but only when a BLF key is
programmed against a monitored DN. The console cannot automatically detect the BLF status
of devices on its own.
There are three ways of supporting BLF notification on the attendant console:
• Program a new user and device with a PKM and program the keys. The drawback is that a
license is consumed just to support PKM keys.
• Program a phantom FD PER cabinet with line cards. You can have many DNIC sets and
PKM devices, but now you have to start adjusting the alarm thresholds to mask the bay and
device alarms.
• The best solution is to take an existing device, like a lobby phone or cafeteria or server room
and add a phantom PKM against them. Using a phone that is programmed against a
location instead of a user so it remains static.
The 5550 IP Console allows an attendant to monitor the Busy Lamp Field (BLF) status of
extensions from the Busy Lamp Field Tools panel. Before transferring an incoming call to an
extension, an attendant can view the status of the extension and determine if the extension is
available to accept the call.
The attendant can press the F12 Call button to call an extension selected in the BLF table, or
select the entry.
You can create and add multiple lists of BLFs to the BLF window and then edit the lists to add
and remove directory numbers or change their list membership.
10-15

ATTENDANT CONSOLES
When the IP Console application starts, the system sends a list of all monitored DNs, meaning
any DN that appears on a DSS/BLF key on any set or PKM in the MCD database. The PC
caches this data.
The BLF feature is enabled by default on the 5550 IP Console. Access the BLF settings by
selecting Tools and then Options on the 5550 Console menu bar. By default, BLF files are
shared among multiple 5550 IP Consoles, but in the BLF settings pop-up window, it is also
possible to point to a private BLF file folder.
10-17
Creating / Editing the BLF List

In order to use the BLFs within the console application, one or more BLF lists must be created.
Select Directories, Edit BLF List from the 5550 IP Console menu bar. In the Edit BLF List pop-
up window:
• Select Create and give the BLF list a name.

• Use the radio button to specify if it will be Private or Shared.
• Select the names to be added to the list and select Add, followed by Apply.
• If required, other lists can also be created.
When a BLF monitor is added or deleted, the system informs all IP Consoles that are in service
and have BLF active that a change was made so they update their cached data. A BLF monitor
is added when a DN is assigned to either a local or remote DSS/BLF key on a set or PKM. The
details will be reflected on the BLF display once the attendant re-enters the BLF panel.
Busy Lamp field

Monitored DN list configuration

ATTENDANT CONSOLES
Using the BLF Field

Once the BLF lists have been created, the BLFs can be viewed within the 5550 IP console
application by selecting the BLF tab. On the left side of the tab is a list of all the BLF lists
created, both Private and Shared. The individual lists can be used to speed up the search for a
monitored extension in order for the attendant to determine their current status.
In this example, the attendant has selected the BLF list for everyone. All sets are idle.
Overnight Re-Synchronization Activity

A 5550 IP console that is left running overnight will request the data from the controller starting
at 5:00 a.m. It uses the 5550 IP console application's PC time, not the controller time. The IP
console will receive and cache an up-to-date copy of BLF members and their associated
directory details.
The console operator ID is used to stagger the requests. Combine the 5 o'clock hour with the ID
to form the hour/minute time.
For example, the console with ID 11 will request the data at 5:11 am. Note the ID of an
attendant is the first two reoccurring digits of the Hold index numbers found in the Hold Window,
which are 111, 112, and so on, in the figure below.
This data includes:
• Monitored DN
• Privacy flag
• Name
• Department
• Location
• Current BLF status.
10-19
The BLF status is displayed in the Phonebook view if the DN returned from a phonebook search
matches a cached monitored DN.
Search input fields

BLF status
BLF Source Directory

When you edit the BLF List, you select DNs from a list of monitored DNs that are provided by
the system.
A monitored DN is any DN that appears on a DSS/BLF key on any set or PKM in the system,
and can be any of the following:
• Real
• Virtual
• Local
• Remote.
The sets and PKMs need not be physically installed and can remain as virtual devices. A virtual
device is programmed in the system and isn't physically connected.
Note
You can program the virtual PKMs against any IP phone extension in the
system that is capable of supporting PKMs. Therefore, you should record
which IP phones provide the busy lamp field indication.
There is no programming associated between the phones with the virtual PKMs and the 5550 IP
Consoles.
To provide a BLF list that has the default maximum of 439 entries, at least four 5224 IP sets are
needed. Each set, with a Dual PKM assigned and 23 available programmable set keys, can
provide a total of 119 possible DSS/BLF keys per set.

ATTENDANT CONSOLES
You can use Resource Dimensioning to increase this maximum to 5000 BLF groups.
10-21
; Lab 3 – Programming Console BLF Fields
Reference
Remote Training

TROUBLESHOOTING THE
SYSTEM AND THE SETS 11
Objectives
Identify alarms.
Use location IDs.
Use maintenance commands to troubleshoot problems.
Display maintenance logs.
Change alarm thresholds.
Use Audit Trail logs.
Understand how to use the debug diagnostic button (3300 ICP only).
Troubleshoot peripheral devices.
Use system commands and IP commands.
Isolate system or LAN faults affecting IP set devices.
Reference
Technician’s Handbook > Maintenance
Troubleshooting Guide on MOL.
11-2 Troubleshooting the System and the Sets_rev8.doc

TROUBLESHOOTING THE SYSTEM AND THE SETS
System Alarms
The system monitors its own performance by comparing the actual status of a device to the pre-
programmed alarm threshold levels. When a threshold level is exceeded, the system raises an
alarm which you can see on the:
• Attendant Consoles
• Controller Unit.
You can also query the system for alarm status.
Your ability to recognize an alarm condition, determine its severity, and correct its cause are all
skills necessary to ensure the system is operating properly.
Note
It is important to always check the Alarm Details form and to view alarms by
using the Maintenance Commands. Not all alarms will appear in both
locations.
Minor, Major, and Critical alarm

indicators are displayed in these areas.
Use the Alarm Details and maintenance

commands to query system alarms.
11-3
Alarm Status Levels

There are four classes of alarms: CRITICAL, MAJOR, MINOR and NONE. Some of the alarm
threshold levels are programmable. The following describes the various alarm classes.
• Critical LED – Red when there is a total loss of service, which demands immediate attention.
A critical alarm invokes system-fail transfer. This LED is on when there is a critical alarm,
during power up, during a reset, or during initialization.
• Major LED – Orange when there is a fault which affects service to many users. This may
result in a major degradation in service and needs attention to minimize customer
complaints. This LED is on when there is a major alarm, during power up, or during a reset.
• Minor LED – Yellow when there is any fault which does not fall in either of the above two
classes. Whenever the system is not 100% operational, a minor alarm is raised. This may
require the attention of a crafts person but is not urgent. Examples of a minor alarm include
the loss of a single line or trunk circuit or the loss of one circuit switch link. This LED is on
when there is a minor alarm, during power up, or during a reset.
• Off – There is no active alarm.
E-mail Notification
If the system detects an alarm, it can send an e-mail message containing details about the
alarm to as many as ten different addresses. The alarms can be filtered by level so that e-mails
are sent for any or all alarms, such as for Major and Critical alarms or on Critical alarms only.
The e-mail subject line contains the system name if it exists, the system IP address and the
system alarm status. For example:
System Name: ipbx182 System IP: 10.37.140.20 System Alarm Status: Critical
The alarm details are in the body of the e-mail and consist of:
• Category name
• Total alarms in the system
• Unavailable percentage
• Alarm level
• Threshold information
Note
The system always displays the sending time zone of GMT-5, so some e-mail
servers may display an incorrect e-mail arrival time.

To configure alarm notification by e-mail:

• Enable Remote Management in the License and Options Selection form.
• Enter the e-mail server IP address and the sender's e-mail address in the System Options
form.
• Enter the system name you want to appear in the subject line of the notification e-mail in the
Network Elements form.
• In the Alarm E-mail Notification form, set the Alarm E-mail Feature Enabled to yes, enter
email addresses of the recipients, and specify the system alarm levels that will trigger the
system to send an email.
E-mails are triggered by alarm level changes at the system level, not at the category level. For
example, suppose the System Alarm Status in the Alarm E-mail Notification form is set to major,
but the alarm status is at critical. If a category alarm at the major level occurs, no e-mail will be
sent, since the overall system alarm level is at critical. To ensure an e-mail is sent for all alarm
events, enable all the System Alarm Status levels <Clear, Minor, Major and Critical>.
If the sender's e-mail address is omitted, the e-mail messages will display
systemname@domain as the sender in the e-mail header, where systemname is the name from
the Network Elements form and domain is the host name from the System IP Properties form. If
the address and system name are both omitted, the sender displays as ipaddress@domain,
where ipaddress is the IP Address from the System IP Properties form. If the domain name is
blank, no e-mail is sent and an error log is posted.
11-5
Maintenance Commands
In most cases the system identifies the cause of the alarm and keeps a record of it. Here are
some simple maintenance commands that you can use to troubleshoot problems if your system
raises an alarm. Use them systematically in the order that they are listed. However, these
commands do not display the status of all system devices, such as an E2T failure.
BUSY (BU) <PLID> Busies the designated PLID.

SHOW STATUS ALARMS (SHO ST AL) Shows alarm categories with raised alarms.
SHOW FAULTS (SHO FA) <alarm category> Lists the faults and PLIDs causing the
alarms in the specific alarm categories.
STATE (ST) <PLID> Gives the state of the circuits at the
specified PLID.
RTS <PLID> Return To Service command returns the
designated PLID to normal service.
The Maintenance Command dialog provides Auto-fill, History and Favorites functions.
Auto-Complete Function
Use the Enable AutoComplete checkbox, and as you

type, the system presents possible variations of the
command and valid qualifiers in a drop-down list.
History Function
Use the History

button to display a
list of most recently
entered commands.
Favorites Function
Use the
Favorites button
to create a list of
frequently used
commands.

; Lab 1 – Removing a Device from Service

Reference
; Lab 2 – Changing Alarm Thresholds

Reference
11-7
Maintenance Logs
Maintenance Logs are used to record all maintenance-related information, including anything
that affects the functioning or capacity of the system. Examples of typical Maintenance Log
entries are those reporting the busying of circuits or those listing circuits that failed diagnostic
tests.
Software Logs are used to record unusual activities within the system.
Each log has a date and time stamp to indicate the time at which the recorded event occurred.
Use the LOGSYS READ maintenance command to filter and display maintenance logs entries,
or the LOGS browser page.

Details of occurrence.
Search logs by date of occurrence.

Enter the date as it appears in the form.
11-9
; Lab 3 – Using Maintenance Logs

Reference

Additional Types of Logs
In addition to the maintenance logs, MCD provides:
• Station Message Detail Recording (SMDR) logs that contain information about call times,
duration, digits dialed, etc.
• Software logs that contain information about software events, mostly used by Mitel support
personnel.
• Hotel logs that identify events relevant to the hotel environment.
• ACD logs that identify events related to ACD. These are not maintenance logs, and output is
not viewable via the maintenance screen.
• Login/Logout audit logs that identify who has accessed the system.
• Caller Emergency Service Identification (CESID) logs that enable you to monitor and
troubleshoot IP device moves and automatic CESID updates.
Audit Trail Logs

The Audit Trail Logs form provides historical records of changes made to the system from the
System Administration Tool, as well as other user interfaces and applications. It records certain
actions, such as who logged in and when, and stores it in a log. Use the logs to troubleshoot to
determine who in a multi-administrator system is responsible for a particular change. The
following are features supported by the Audit Trail facility.
• All login/logout attempts and any action from any user interface or application connected to
MCD that results in a change to the system database is logged.
• Audit trails are presented in this form for viewing, printing, and exporting. The Scheduler can
be used to archive the Audit Trail Logs to an external FTP server on a recurring basis. The
information logged includes the user who performed the operation, operation type,
date/time, application involved, and the actual data value changed.
• Logs can be viewed in this form as a continuous file going back 5000 log entries. Older
entries are archived in xml files that can be exported for viewing.
• Audit Trail Logs are included in the system backup.
11-11
Audited User Interfaces and Applications

The interfaces and applications audited for database changes and logins/logouts are:
• Desktop Tool
• MiCW
• MCD Software Installer
• MiXML interfaces, internal and external
• Maintenance commands from the CDE interface
• System Data Synchronization (SDS)
• Integrated Directory Services (IDS)

Audited Actions
The following operations are logged.
• When a user logs in and out of MCD, whether successfully or not.
• Provisioning operations—adds, deletions, and changes to the configuration of a user or

device.
• Maintenance command usage from both the System Administration Tool and CDE
interface.
• Scheduler operations.
• SDS operations.
• IDS operations.
The following are excluded from Audit Trail logs.
• Changes caused by a database Restore
• Changes caused by database migration during upgrade
• Changes caused by call processing
• Features invoked by feature key, feature access code, or Superkey
• Password/PIN creation and changes
• MiTAI
Login/Logout Types Audited

The following login and logout types are logged.
System Administration Tool Logins
• Group Administration Tool Logins
• Desktop Tool Logins
• Telnet E2T – Telnet to the Ethernet to TDM (E2T) processor to access a call control
maintenance session
• Telnet RTC – Telnet to the Real Time Controller ( RTC) processor to access VX Works
session
• FTP – File Transfer Protocol session to the RTC processor to access logs and files
• MiXML – MiXML management session
11-13
; Lab 4 – Using Audit Trail Logs

Reference

System Diagnostics
If the system fails, diagnostic information about the failure is written to a series of files. After you
reboot the system, you can export this information to a compressed .tar file. The information
includes xrtc, pstswlog.db, hdrwswlog.db logs, call control statistics, and other information that
can be used to diagnose system problems. The form allows you to send the information to Mitel
for analysis to determine problems and investigate system performance.
Caution
Use this only under the direction of Mitel Product Support. Collect the
information after a system lockout or unscheduled system reset.
Diagnostics information is kept through system reboots. Use the following form to collect and
send system diagnostics information. The files are collected as a .tar file then compressed in
gzip format. The filename is SD_<system name or ID>_<ISO date and time>.tar.gz.
The system diagnostics file can be downloaded to your computer or sent via FTP or e-mail. You
can program automatic e-mail of the diagnostics files if needed, up to 10 times.
11-15
While the System Administration Tool is compiling and sending the information, no other users
can access any of the web-based tools. To avoid blocking other users, it is recommended that
you gather system diagnostic information outside of business hours.
These tools include the:
• Desktop Tool
• PC Companion Tool
• The IP Appliance keys, such as Online Services, Personal Directory, Call Logs, and Visual
Voice Mail, will also be unavailable.
Depending on the amount and type of data being exported, there could be a delay of a few
minutes while data is being retrieved from the system database and sent.
Before e-mailing the file, make sure your e-mail server and e-mail source address are
programmed in the System Options form. The file is sent as an attachment to an empty e-mail.
The e-mail subject line reads System Diagnostics info from <system name>.
You can program the system to e-mail the diagnostics information file once or automatically at a
regular interval, from one to seven days, up to a maximum of ten times. The file will be sent
every day at midnight for the specified number of times.
Self Diagnostics
System self-diagnostics run during power-up and background diagnostics run on a regularly
scheduled basis. Faults can be reviewed at the maintenance terminal via the maintenance log.
The system self diagnostics run at 12:00am, 6:00am, 6:00pm, and 9:00pm are automatic and
the timers are not programmable.

Debug Diagnostic Button (3300 ICP Only)
If a system locks up in the field, the logging system is probably not going to work. Being able to
run diagnostic tests is very beneficial in determining what has happened.
You can use the Remote On/Off button to force a diagnostic test that is followed with a
controlled system restart. When the button is pressed, it will continue to toggle the Remote
Alarms relay to an On or Off condition.
If you press and hold the Remote On/Off button for 3 seconds, a special set of diagnostics will
run and be followed by a restart. All of the alarm lights on the switch will light to indicate that the
procedure has been invoked.
This feature is available on the:
• MXe controller
• AX controller
Once the system is restarted, you can use System Diagnostics to send system diagnostic
information for analysis to determine problems and investigate system performance.
11-17
Troubleshooting Peripheral Devices
The system supports IP proprietary phones, consoles, and other devices.
You can use the following tools to isolate and correct a fault:
• Troubleshooting Guide
• Telephony tools, such as a test set, toners, etc.
• System maintenance tools:

| Alarm indicators
| Maintenance logs
| Maintenance commands
| IP set diagnostics
• PC connected to the network

| To issue network commands, such as Ping, Arp, etc.
| To run traffic diagnostics tools, such as Wireshark
• The IP device/set itself, to ping other network devices.
Fault Locations
All set problems fall into one of three categories:
• External Faults – isolated to system or network wiring, or to faulty peripheral equipment
• For IP devices, Network Faults – isolated to LAN/WAN issues such as network traffic,
network routing, and DHCP handling
• Internal Faults – isolated to the system hardware components and ESM programming.

Peripheral Devices
Peripheral devices include IP Phones, IP Consoles, and IP Conference Units.
Identifying System and Network Device Faults

Using the maintenance commands, you can isolate most system and peripheral faults.
On a PC, using network DOS commands, such as ping or arp, and network diagnostics tools,
you can isolate system or LAN faults affecting IP set devices.
An additional tool is the Remote Ping capacity of the IP Telephones maintenance page. Use this
tool to direct an IP set to ping an alternate IP device.
Using troubleshooting tools available on the IP sets, you can isolate LAN faults affecting the IP
devices.
Using Ping in ESM

To use the PING test within ESM, navigate to the Maintenance and Diagnostics > IP Telephone
Inventory > All IP Telephones form. When a target device is identified and the PING activity is
issued, the reply is shown in the following figure.
11-19
Pinging extension
1003 from 1002

When troubleshooting peripherals, consider these simple questions:
• What type of alarms and indicators does your system display? What do they mean?
• What other observations could lead you to the possible fault?
• Are other similar devices faulted in the same way?
• Does rebooting the set have any affect?
• Does the set operate when connected elsewhere in the network?
11-21
; Lab 5 – IP Set Troubleshooting

Reference
; Lab 6 – Recognizing IP Peripheral Faults

Reference

HUNT/PICKUP/RING GROUPS
12
Objectives
Recognize the different types of groups.

Understand how to program Group Presence and how it is used.
Program and use Pickup Groups.
Program and use Circular Hunt Groups.
Program and use Terminal Hunt Groups.
Program and use All Ring Ring Groups.
Program and use Cascading Ring Groups.
Program and use Personal Ring Groups.
Be able to use Group Park.
Note
Automatic Call Distribution (ACD) is another type of group and is referenced in
this module. ACD may be covered in another course.
12-2 Hunt_Pickup_Ring Groups_rev10.doc

Calling a Group of Phones
To provide better customer service, several phones can be programmed into a single group. A
call directed to a group is more likely to be answered than a call directed to one phone.
The system supports three types of groups used to alert called parties:
• Call Pickup Groups
• Hunt Groups
| Terminal
| Circular
• Ring Groups
| Ring All
| Cascade
| Personal
12-3
Group Presence
Group Presence allows members of call groups to make themselves absent or present in a
group. Only members who are present in a group are offered calls to that group.
With Personal Ring Groups (PRGs), Group Presence lets users choose which of their personal
answer points they want to receive their calls at by making it Present and the others Absent.
Users can also be permitted to change the presence status of other users, allowing ACD
supervisors, for example, to control which agents are available to take calls to a particular ACD
group.
Users belonging to multiple groups can control their presence in each group separately through
the use of feature keys, with one for each group, or by dialing a FAC followed by the group pilot
number. ACD agents can join or leave all the ACD groups they belong to by dialing a single
FAC.

Class of Service Programming

In the COS Options form:
• Enable Group Presence Control to permit users to change their status.
• Enable Group Presence Third Party Control to permit a user to control the status of other
users.
Feature Access Codes

The following FACs are used to change the member’s status:
• Group Presence – Join Group
• Group Presence – Leave Group
• Group Presence – Join Group Third Party
• Group Presence – Leave Group Third Party
• Group Presence – Join All ACD Groups
• Group Presence – Leave All ACD Groups
Multiline Set Keys Form

Group Presence and Personal Presence keys can also be programmed. The DN
assigned is:
• For Group Presence, the group number, or pilot number, of the group that the set is in.
• For Personal Presence, the same PRG as the set is in.

The ring type must be blank for both types of keys.
12-5
Pickup Groups
Members of a pickup group can answer each other’s calls. Callers are routed to the extension
number they dialed, but any member of the pickup group is authorized to answer.
If the Auto Pickup feature is enabled, the system automatically directs the call to the first
member of the pickup group to go off hook.
If Auto Pickup is disabled, another member of the pickup group may answer the call by pressing
a Call Pickup key or by entering the Dialed Call Pickup FAC.
If the Call Pickup - Directed feature is enabled, any user, regardless of pickup group
membership, can answer calls by dialing the Call Pickup - Directed FAC followed by a ringing
phone’s DN.

Hunt Groups
A Hunt Group is a collection of devices that share a common directory number, also called a
pilot number. Callers are routed to the pilot number or they can dial the pilot number directly.
Calls are routed to the first available extension in the hunt group. Extensions programmed in a
hunt group may be accessed directly by dialing the extension number. There are two types of
hunt groups:
• Terminal
• Circular
Terminal Hunt Groups

Terminal hunting is a top down selection method. Hunting always starts at the first
extension programmed in the hunt group. The call is connected to the first idle extension
found. The search progresses through all stations in the hunt group in a programmed
sequence.
12-7
Circular Hunt Groups

Circular hunting is a uniformly distributed selection method. The search for an idle
station begins at the station programmed after the last one to receive a call. The search
progresses through all stations in the hunt group in a programmed sequence.

Pickup Group Programming
To program a pickup group, navigate to the Users and Devices > Group Programming > Pickup
Groups form and:
• Select a Pickup Group
• Add existing users to the Pickup Group
Note
Most other Groups forms are programmed the same way; add a group and
then add members to the group.
Auto Pickup automatically directs calls to the first member of a pickup group to go off-hook.
Pickup Group Class of Service

In the Class of Service Options form, set the Call Pickup Dialed Accept field to Yes for all
phones in the pickup group. This field allows other members of the pickup group to answer calls
that are ringing on the set.
To allow any user, regardless of pickup group membership, to answer a call, set the Call Pickup
Directed Accept field to Yes.
12-9
Pickup Group Feature Access Codes

Assign an access code for:
• Call Pickup – Dialed
• Call Pickup – Directed. This is optional.
Pickup Group Key

If a feature key is to be used, program a Pickup Key in the Multiline Set Keys form. Set the Ring
Type to Ring or No Ring, depending on whether or not you want all sets in the group to ring
when a group member is called.

; Lab 1 – Creating a Pickup Group
Reference
12-11
Hunt Group Programming
To program a hunt group, navigate to the Users and Devices > Group Programming > Hunt
Groups form and:
• Create a Hunt Group by:

| Adding a pilot number, which is he number that will ring the group
| Select a mode, either terminal or circular
• Add existing users to the Hunt Group.

In this example, the three-member hunt group can be reached by dialing 1700. If extension
1003 received the last call, the circular hunt will begin with extension 1004 for the next call. The
system will ring the first of the three phones that it finds idle.
The name is
assigned in the
Telephone
Directory form.

Hunt Group Class of Service

You can specify the COS for a hunt group in the Hunt Groups form. The hunt group COS is
used for the following COS options:
• Call Reroute after Call Forward Follow Me (CFFM) to busy destination
• ONS/OPS Internal Ring Cadence for External Callers, only if the first member is ONS/OPS
• ANSWER PLUS - Delay To Message Timer
• ANSWER PLUS - System Reroute Timer
• Call Forward - No Answer Timer
Note
If no hunt group COS is programmed, the COS of the first member of the hunt
group is used.
12-13
Large Hunt Groups

When the Extended Hunt Group option is selected in the License and Option Selection form, the
system supports up to 16 hunt groups with a maximum of 240 members per group. This large
voice mail hunt group can be resilient, and is only supported for use with NuPoint Messenger
Release 10 or later voice mail systems.
There can be 16 large hunt groups, but only one 240-member voice mail hunt group should be
programmed on a switch. A 240-member recorder hunt group can also be programmed. Do not
program any additional large groups of more than 64 members.

; Lab 2 – Creating Circular and Terminal Hunt Groups
Reference
12-15
Ring Groups
Ring groups cause a call to ring multiple telephones, stopping when any one of them picks up.
You can program a ring group to:
• Ring All - rings all extensions simultaneously (Ring All)
• Cascade Ring – rings one at a time, starting with the first member of the group and
continuing to other members in the order in which they are programmed in the group.
Other features of Ring Groups are:
• A group member can belong to as many as eight ring groups.
• Calls go into a queue if there are no free members to ring.
• Calls unanswered within a specified period of time are sent to the group's designated
overflow destination.
• Member phones with large displays show both the group and caller name and number when
the group is called. Small-display phones show the ring group only.
The following types of numbers or devices can be programmed as a ring group member:
• Any type of broadcast group
• Multiline set prime number
• Non-prime line numbers
• Key system numbers
• Multicall numbers
• Single line sets
• A night bell
The following types of numbers or devices cannot be programmed as a ring group member:
• Extensions with the voice mail port COS option
• Extensions with the Recorded Announcement Device COS option
• Attendant consoles and console Listed Directory Numbers (LDNs)
• Hunt group, Agent group, Path, Ring Group, Suite and Linked Suite pilot numbers
• ACD Agent IDs and ACD set DNs
• ARS digits
• RDN numbers

Users cannot place callbacks or camp on to a ring group.
The following directory numbers can be programmed as a ring group’s overflow destination. The
system does not check for invalid destinations.
• Station DNs
• Broadcast group DNs
• Attendant console DNs
• System speed call number
• Hunt group DN
• Ring group DN
Ring group calls that are forwarded to an overflow point will follow call forwarding, but not
system rerouting programmed for the overflow point.
Call handling when the overflow destination is unavailable or not programmed, and does not
have call forwarding enabled, depends on the state of the call:
• If ring group members are ringing, the call continues to ring until the caller hangs up or a
member answers, or until the applicable ringing timer expires and the caller hangs up.
• If the call is queued to a ring group, the call remains queued until the caller hangs up or
members start to ring—whichever happens first.
Calls transferred to a ring group that go unanswered either recall the transferring party or go to
the group's overflow destination. Whichever timer expires first—the ring group’s call ringing or
call queued timer—determines the behavior.
Call forwarding and system rerouting cannot be programmed against a ring group’s pilot
number.
A ring group can be a call forward or system reroute destination.
Call forwarding or system reroute programming against ring group members is ignored for ring
group calls. But if ring group members have Call Forward No Answer (CFNA) programmed, the
Forward softkey prompt is displayed on ringing members’ phones. Pressing the softkey will
forward the call to the member’s CFNA destination.
Phones that support the call history application accumulate logs for all ring group calls for each
ring group in which the phone is a member. To avoid this, program a non-prime line appearance
on the phone, and then program the non-prime line to the ring group. The following scenarios
will generate missed call logs on devices that support the call history:
• When a ring group caller hangs-up
• When a ring all group caller calls the phone and is answered by another member
• When a cascade ring group caller rings the phone and subsequently rings another member
12-17
When there are calls ringing or queued to a ring group, the first member to become available is
offered the oldest ringing or waiting call. If a member belongs to more than one group when it
becomes available, they will get the call waiting longest of all groups.
Calls queued to a ring group and calls ringing a ring group will not survive a failover. But queued
and ringing calls to a ring group may survive a failback.
Calls can be parked to a ring group pilot number. Parked calls do not ring the members of a ring
group.
Ring groups are not supported by the Group Administration tool.
Ring Groups can function as answering points for emergency calls and trigger notifications on
Mitel Emergency Response Adviser.
Programming Ring Groups

To program a ring group, navigate to the Users and Devices > Group Programming > Ring
Groups form and:
• Enter the Pilot Number, Ring Group Mode and other information as required.
• Enter the DN of each member in the Ring Group Members section of the form.
Note
While ring groups can contain network members, only local group
membership is displayed in this form.
Personal Ring Groups (PRGs)

Personal Ring Groups are an association of two or more devices for a single user under a
common DN. The devices ring simultaneously when called. The typical scenario is a person's
desktop phone and cell phone twinned together, where the desk phone is considered the prime
extension, which is referred to as the pilot number or prime member. Other group members are
referred to as non-prime members.
PRGs provide functionality that is similar to Ring Groups and Hunt Groups, but for a single user.
In contrast to Ring Groups, PRGs support Ring All, but not Cascade Ringing and support a
maximum of 8 as opposed to 32 members. In contrast to PRGs, Hunt Groups can include
Trunks.
One Busy / All Busy Option

PRG programming includes a One Busy / All Busy option that can be turned on or off as
required. If it is enabled, busy is returned if any one member in the group is busy. If
disabled, then idle members of the group are rung even if one or more members, but not
all members, are busy.

Handoff Feature
The handoff feature for PRGs allows a call to be pushed or pulled from one group
member to another. A Handoff Line Type Feature Key is supported in the Multiline Set
Keys form to support pushing (sending) or pulling (retrieving) a call to or from a Personal
Ring Group. For example, if a user receives a call on their prime line, they can push the
call to another member of the Personal Ring Group using the Handoff key. The call can
also be pulled from another member using the Handoff key.
Multiline IP Sets Form

If necessary, define a DN to be used as the prime member of the group.
Personal Ring Groups Form

Assign the prime member by adding a DN for a multiline IP set user or a hot desk user.
Then add members by specifying the DN of each member.
Multi-Device User Group

A Multi-Device User Group (MUG) contains members programmed as Multi-device.
There are two types of Multi-device User Groups:
• Standard Groups – licensed collectively, consuming one Multi-device Users License per
group.
• External Twinning Groups – limited to two members. The most common example is a
desk phone and a cell phone.
12-19
Licensing
There are two methods to provide Personal Ring Group (PRG) functionality.
• Using the Personal Ring Groups form requires that each member be licensed
individually.
• Using the Multi-Device User Groups form requires just one license for the entire group.
Depending on the method, different license and service level settings are required and
are shown in the following table.
Personal Ring Group

Multi-Device User Group Form
Form
License Each member Standard MUG External Twinning
Settings consumes an IP User
license, and possibly The group consumes a External Twinning groups
an EHDU license, Multi-Device User are licensed with an IP User
when the member is license when it is license for the prime
programmed on the programmed on the member and an EHDU
PRG form. Multi-Device User license for the second
Group form. member.
The group does not Multi-Device User licenses
consume a license. The members do not
consume licenses. are not required for the
prime member, but an IP
user license is.
Service Each member, All members, including The prime member does not
Level including the prime, the prime, must be need to be a Multi-Device
Settings must be programmed programmed as Multi- User. The EHDU member
as a Full Service user. Device users. does.
For a PRG programmed on the Multi-Device User Group form:
• The prime member has access to full telephone functionality despite being programmed
as a Multi-Device user. The prime can also be programmed in forms that are not
available to other Multi-Device users.
• When an inbound or outbound call is in progress, the phones belonging to other group
members are locked.
• When the group is deleted or the prime member ceases to be a member of the group,
the prime member becomes a Full Service user and consumes an IP User license and
possibly an EHDU license.

Multi-Device User Groups Form

Use this form to manage PRGs containing members who are:
• Programmed as Multi-Device users.
• Licensed collectively with a single Multi-Device User license.

Alternatively, use the Personal Ring Groups form to manage PRGs containing members
who are programmed as Full Service or Trusted Service users.
Multi-Device User Groups differ from regular PRGs in the following ways:
• All members, including the prime member, must have a Service Level of Multi-Device.
• When one member of the group is engaged in a call:

Callers will receive a busy signal. In other words, One Busy All Busy is always
enabled.
Other members of the group will be restricted to IP Device Only behavior. This is
similar to Phone Locked activation for a regular set.
• When the group is deleted or the prime member ceases to be a member of the group,
the prime member becomes a Full Service user and consumes either an IP User
License or an External Hot Desk Users license.
Note
That same prime member cannot be made a Multi-device User Group prime
member again until its DN is deleted, and then re-added. Full Service is a less
restricted service level than Multi-Device, and going from a less to a more
restricted level is not allowed.
12-21
Add users as Multi-Device users in the User and Device Configuration form.

In the License and Option Selection form, add the required number of multi-device user licenses
as needed.
12-23
In the Multi-Device User Groups form, add the prime DN and then add the multi-device user
members.
Standard or
External Twin

; Lab 3 – Creating All Ring and Cascading Ring Groups
Reference
; Lab 4 – Creating a Personal Ring Group
Reference
12-25
Group Park
This feature allows group members to use a group park key to park a call that is on soft hold.
This call can then be picked up by any group member on the same controller node. When a call
is parked against this specific group park key, it gives a visual indication, such as a flash,
indicating that a call is parked on it.
More than one call can be parked against the same group park key, as well as more than one
group park key can appear on a set.
On MCD for 3300 ICP, you can program up to 64 group park keys that have the same park
destination DN.
Unlike the call park feature, when there is a call parked using group park, the LED will not be
solid, but will flash.
Any multiline set with a group park key will flash if there is a call parked against the park
destination DN.
Group park keys programmed on the primary controller will be shared on the set’s secondary
controller, and vice versa.
Programming Group Park

A Line Type called Group Park is introduced for the group park feature. The group park key can
be programmed against any keys on the set or PKM. Program a valid park DN in the Button
Directory Number field. There is no ring type associated with this line type.
To allow users to park calls, enable the Call Park – Allowed to Park option in the COS for the
users.
User Actions
When the group park key flashes, it implies that there is minimum of one call parked against the
park destination DN programmed against the group park key.
A user can only retrieve a parked call from an idle set by pressing the flashing group park key.
The longest parked call is automatically retrieved.
When the user presses the flashing group park key but the call is no longer parked, the key
pressed is ignored and the key will stop flashing.

When the user presses the Group Park key

The user is talking The user has a party on soft hold Operation to be carried out
to another party
Yes Yes Key Pressed is ignored
Yes No Park operation
No Yes Park operation
No No Retrieve operation
Maintenance
The LOCATE maintenance command allows you to list all devices that have group park keys
programmed against a given park DN.
LOCATE GROUP_PARK <DN>
The command will output all linked members of the list that correspond to devices that have the
same group park key programmed. It will also indicate if the park destination DN programmed
against the group park key is valid or not.
12-27

SMDR, PRINTERS, AND
SYSTEM PORTS 13
Objectives
Program and verify external Station Message Detail Reports (SMDR).

Generate and print SMDR logs.
Program and verify internal SMDR.
Install and program system ports to output data.
Verify the printing operation of different logs, reports, and programming
forms.
Reference
Online Help > Contents > System Programming > Devices > Program Printer
Support
Reference
Online Help > Contents > System Programming > Printers
13-2 SMDR, Printers, and System Ports_rev8.doc

SMDR, PRINTERS, AND SYSTEM PORTS
3300 ICP Printer Ports

The 3300 ICP has RS-232 printer capabilities. Any printer port may be programmed for any
application. The system supports both system printers for its own applications and dedicated
data communications printers.
From a configured system port, the system provides important information about its status,
which includes:
• Maintenance logs that indicate important events in the system operation
• SMDR records that log all calls made to and from system devices
• Traffic reports
• Hotel/motel reports
• ACD records that log agent activity within the system.

Some system ports have devices other than printers connected to them, such as:
• Station Message Detailed Accounting (SMDA) machines that processes SMDR records
• Property Management Systems (PMS) devices that receive information from the system,
including status of hotel rooms and duration of calls.
Printer Port Types

You can direct system logs to the following locations:
• Serial port labeled Printer on the system controller (LPR1)
• Serial ports on the 5550 IP Console PCs
• TCP/IP socket.
• Network port.
System Port – LPR1

• LPR1 is a pre-defined system printer port located on the front of the controller and
labeled Printer.
• LPR1 is not supported on the 3300 CX and CXi controllers.
5550 IP Console Ports

• The technician defines the port name.
• The ports appear on COM port 1 of the 5550 console PC. They share the same device
ID as the console.
• The console printer ports must be defined with a name before any reports can be
directed to them.
13-3
Programming the Printer Port
Define the System Port

Depending on the device type, various levels of programming may be required in order
to prepare the device as a system port.
Give the Printer Port a Name

The 5550 IP Console printer ports appear in the System Ports form automatically as
soon as the console is programmed in the IP Consoles form. Once the printer ports
appear in the System Ports form, you can assign names to them. Descriptive naming of
a system port is recommended to avoid confusion and command conflicts.
You can name the printers whatever you want, but the LPR1 is a reserved name that
may not be changed or reused. Avoid using words that already exist in the system
command vocabulary, such as DATA, VOLUME, and PRINT.
Sending Printable Information to the Printer

The Application Logical Ports form controls what information is sent to the various printer ports
of the system. For example, you might send Maintenance Logs to LPR1, SMDR logs to a printer
port you have named CONS1_PRT, and Traffic Reports to a printer port you have named
CONS2_PRT.

The following is an example of programming system ports.
Use Output for printer functions.
Assign unique names to other Use the BAUD command to change

system ports that you require. the baud rate or parity values.
Types of information
that can be printed
LPR1 is
associated with
the serial port
on the front of
the controller.
This particular
information is
printed to this
port, which was
named in the
System Ports
form.
13-5
TCP/IP Output Streaming
The system streams system logs to TCP/IP clients that connect to the appropriate TCP/IP
socket on the system. The logs will not be sent to a socket that does not have a TCP/IP client
connected to it. For example, if the client is disconnected, the log records aren’t automatically
redirected to a file or other alternate source. The sockets are designated as outlined in the table
below.
Capturing Printable Information

The Application Logical Ports form controls what information is sent to LPR1. For example, you
might send Traffic Reports and Hotel/Motel Reports to LPR1 because they don’t have a TCP/IP
socket. You can then connect to TCP/IP socket 1754 and capture the data directed to the LPR1
socket.
Note
There are a maximum of three simultaneous client applications that may
connect to a specific TCP/ IP socket. Refer to the Technician’s Handbook for
additional information.
Log Type TCP Socket
SMDR Logs 1752

ACD Real Time Events 15373
Hotel/Motel Logs 1753
Call Control Maintenance Logs 1751
Call Control Software Logs 1750
LPR1 Output 1754
PMS Voice mail 6830
Hotel/ Motel Management 15374

Network Printing
To print to a network printer:
• Program the network printer connection parameters in the Controller Registry form.
Caution
With the exception of the Network Printer fields, do not change values in this
form without prior consultation with the Mitel Product Support group.
• Assign a name to the network port in the System Ports form.
• Assign to applicable logs in the Application Logical Ports form.
13-7
; Lab 1 – Using a Telnet Session to Capture TCP/IP

Socket Data
Reference

Printing Database Forms
Single Instance Forms

These forms have only one version. The Telephone Directory form is an example of a single
instance form. This form contains all of the directory number/user name combinations in the
system.
Another example of a single instance form is the Analog Sets form. This form lists all the analog
phone circuits in the system and shows the directory number for each.
Multiple Instance Forms

There are many versions of this type of form. The COS form is an example of a multiple
instance form. When you ask the system to display this form, it asks you to specify the instance
of the form, since each instance can have different programming.
13-9
Exporting and Printing Forms
The following print functionality is available for most forms in the System Administration Tool:
• You can print all records in the form, a current page, or a group of specified pages.
• In forms that contain large lists of records, such as the Telephone Directory or User and
Device Configuration forms, you can print a range of records.
• You can include the time stamp and system name on the printout.
• While it is printing, a form is locked, meaning you cannot Add, Change or Delete operations
on the form.
• The output can be streamed to the printer port on the front of the system and captured using
socket 1754 if desired. This functionality is programmed in the Application Logical Ports
form.
• If a local or network printer is configured on the PC that is requesting the print with the Print
button within ESM, the resulting printout will be directed to that printer.
Note
Not all forms support printing and not all forms support all printing options. If
print options are not supported for a form, the options will be disabled, or
grayed out, in the print dialog window.

Printing From ESM

To print data from the System Administration Tool, the client station must have:
• XML components required for client-side rendering
• Local or network printer installed and available to the browser.

Depending on the amount and type of data being previewed, there could be a significant delay
before the preview screen is displayed. While data is being retrieved from the database, other
users cannot use the System Administration Tool.
Selecting the Print

button in the ESM forms
will print to a printer
accessible to the
programming PC.
13-11
Exporting Form Data

You can export data from most forms in the System Administration Tool into a:
• Text file (.txt) – readable by any text editor or word processor
• Comma separated value file (.csv) – comma-delimited file that can be imported into a
spreadsheet program.
Note
If Internet Explorer won’t let you export a .csv file, hold the Control key for the
duration of preparing the export and saving the file.
This feature is valuable if you need to update another application with data from the system. For
example, you could export the telephone directory entries from the Telephone Directory form to
a .csv file and then run a software script to import the file into a third-party application.
Not all forms support the exporting of data, and not all forms support all the export options. If
options are not supported for a form, they will be disabled, or grayed out, in the export dialog
window.
Exporting From ESM

You will need a text editor, word processor, or spreadsheet program, such as Microsoft Excel,
installed on your client station in order to manipulate the exported data.
Note
You must change the file extension from .tar to either .txt or .csv.

Station Message Detail Recording (SMDR)

The system uses SMDR to keep records of who makes and receives calls. SMDR records
include information such as the phone and the trunk involved, the time and duration of the call,
the digits dialed, and the account codes used. You can send this data to a Call Accounting
Device to determine the cost of telephone calls and to evaluate usage of the system trunks and
stations.
There are two separate SMDR applications.
• The external SMDR application allows trunk call data for individual stations to be collected
for outgoing and incoming trunk calls.
• Internal SMDR collects data for calls made between stations. Internal SMDR is not used as
often, but it can be enabled as required.
You can enable the system with external SMDR, internal SMDR, or both.
External SMDR
External SMDR keeps track of incoming and outgoing trunk calls. You can program the system
to generate a call record when a phone calls out on a trunk, when a trunk calls in to a phone,
and when a trunk calls a trunk. External SMDR is most commonly used because it monitors
expense-incurring calls over trunks.
Programming SMDR
To program External SMDR you must:
• Ensure that the SMDR options are enabled as required in the SMDR Options form.
• Assign a COS to the phones and trunks for which you want call records, with SMDR –
External set to yes.
• If using a physical printer, assign a port through which the system can dump the SMDR
records in the Application Logical Ports form, or use TCP/IP socket 1752 to collect the
records over the network.
13-13
Generating an External SMDR Record

Once you enable external SMDR for the system, you must enable it in the COS of all stations
and trunks for which you want to keep SMDR records. If a trunk calls to a station, or vice versa,
and either one has SMDR-External set to no in its COS, then there will be no SMDR record for
the call.
For example, you may want to disable SMDR for tie trunks between two systems while you
enable it for CO trunks. To do this, set SMDR-External to yes in the COS of the stations and CO
trunks, and set it to no in the COS of the tie trunks.
Internal SMDR
Internal SMDR keeps track of calls between the phones on the 3300 ICP. It is not used as much
as External SMDR; it is typically used in high security installations or to monitor internal call
traffic patterns.
A record of calls made between the phones is kept as long as one of the devices in the call has
SMDR - Internal set to yes in its COS. Internal SMDR does not track external calls involving
trunks.
If a station receives prank calls, turn on internal SMDR for that station so the system keeps a
record of all the internal calls it receives. If you know the time of the prank call, it is easy identify
the calling station in the SMDR record.

Programming SMDR Example

To program the SMDR Options form, navigate to the System Properties > System Feature
Settings > SMDR Options form.
Internal
Trunk Calls
Calls
IDs
system
in When enabled, the Time to Answer field is
reports expanded to four columns. Columns 29-32,
or 34-37 in extended digit length format.
When enabled,
SMDR file
transfer is
supported.
When enabled, a single call is

recorded consistently across a
PBX network.
When enabled, a Call

Sequence Identifier appears
in column 122, or 130 when
using extended digit length
format. Standardize Network
OLI must also be enabled.
Assign this COS to

sets, consoles, and
trunks involved in
calls to be recorded.
Assign this COS

option to sets for
which you want to
track internal calls.
13-15
; Lab 2 – Programming SMDR
Reference

DIGITAL TRUNKS (3300 ICP
ONLY) 14
Objectives
Understand the different types of digital trunks.

Be able to connect digital trunks to the controller.
Configure digital trunks.
Synchronize digital trunks in a networked environment.
Know the supported protocols for digital trunking.
Program T1 digital trunks.
Use maintenance commands to monitor T1 links.
Reference
Online Help > Contents > System Programming > Trunks > Digital Trunks >
Program Embedded PRI/QSIG Trunks
Online Help > Contents > System Programming > Trunks > Digital Trunks >
Program PRI/QSIG Trunks
14-2 Digital Trunks_rev9.doc

DIGITAL TRUNKS (3300 ICP ONLY)
Digital Trunks
There are two primary methods of providing signaling over digital trunks.
• Channel Associated Signaling (CAS)

CAS is used with T1/D4 digital links, with each link supporting 24 trunks, or channels.
Each T1 trunk can be:
| An E&M trunk, used to tie co-located or remote PBXs together
| A LS/GS trunk, simulating an analog version of the trunk
| A DID trunk, simulating an analog version of the trunk.
• Common Channel Signaling (CCS)
CCS is used with PRI, QSIG and Mitel Services Digital Network (MSDN) digital links,
with each link supporting 23 channels.
ESM Forms
All digital link types, T1/D4, PRI, QSIG and MSDN use the same six ESM forms:
• Digital Link Descriptors

• Digital Links
• Trunk Circuit Descriptors, specific to the trunk type
| MSDN-DPNSS-DASSII (DPNSS-Digital Private Network Signaling System)
| Digital CO
| Digital E&M
| Digital DID
• Trunk Attributes
• Digital Trunks
• Network Synchronization
Installation Summary
The following is an installation summary, giving the major steps for installing T1 trunks on the
system. These procedures must be performed on each of the PBXs connected by the T1 link.
• Install the hardware

| Dual T1/E1 Framer
| T1/E1 Combo
• Program the Controller Modules with a programmed type and protocol.
• Program the links to tell the system what software to use to drive the links.
• Program the trunks to establish trunk types.
• Obtain information about link performance and take action where required.
14-3
Primary Rate Interface (PRI) ISDN Trunks

Primary Rate Interface (PRI) ISDN and QSIG trunk protocols are supported on the 3300 ICP
and are connected through:
• Dual T1/E1 Framer modules on the MXe.
• T1/E1 Combo modules on the MXe and CX/CXi.

The Dual T1/E1 Framer and T1/E1 Combo modules are fitted directly into the appropriate
module slot of the 3300 Controller.
Dual T1/E1 Framer T1/E1 Combo Module
Physical Connections
The Dual T1/E1 Framer and T1/E1 Combo module have RJ45 connectors on the front of the
Dual T1/E1 Framer or T1/E1 Combo module. The links have status LEDs.
Protocols
Reference
Online Help > Forms Reference > Forms H to M > ISDN Protocol. Select the
options table in the Description column under Protocol and Protocol Variant.
The Dual T1/E1 Framer or T1/E1 Combo Module T1 links support the following protocols:
• ISDN PRI
• QSIG
• T1/D4

The following table summarizes the support capabilities of each type of hardware.
Dual T1/E1
Framer
T1/E1 Combo
T1 E1
Format
T1/D4
;
Digital E&M,
Digital CO,
Digital DID
T1/DS1
;
MSDN/DPNSS/DASSII
CEPT
;
MSDN/DPNSS/DASS II
ISDN PRI ;
Euro-ISDN PRI ;
Q.Sig ; ;
14-5
Programming PRI/QSIG
Programming a T1 link as PRI/QSIG is done by first programming the T1 digital links, and their
23 channels each, into the database. Then program the ISDN PRI or QSIG protocol onto the
link.
With the embedded modules, you program the PRI/QSIG protocol at the same time as the
digital trunks.
This PRI module is in two parts:
• Programming T1 Digital Links
• Programming PRI/QSIG

T1 Digital Trunk Programming
Use the Controller Module Configuration form to configure the T1/E1 modules.
Use the Dual T1/E1 Framers form to assign the T1 protocol to the T1/E1 Modules.
14-7
Controller Module Configuration Form

In this example, a Dual Framer is programmed to Module 2. The next step is to configure the
Dual T1/E1 Framer module.
Dual T1/E1 Framers Form

In this example, the Dual T1/E1 Framer module is assigned as Unit 7.
Set the Interface Type for each port on the Dual T1/E1 Framer module.
• E1 in EMEA
• T1 in NA

Digital Trunk Forms

For the T1/E1 modules, the ISDN menu is used. The following forms are programmed:
• Digital Link Descriptors
• Digital Links
• MSDN-DPNSS-DASSII Trunk Circuit Descriptor
• Digital Trunks
• Class of Service Options
• Network Synchronization
The T1 trunks need to have options set in their COS, and the extensions that will use the trunks
need options in their respective COS forms. Finally, ARS is programmed to allow outgoing calls
to be made.
14-9
Digital Link Descriptors Form

This form defines the digital link and the protocol to be used on the T1/E1 module.
Reference
Online Help > Contents > Forms Reference > Forms D to G > Digital Link
Descriptors
Parameter Description
Voice Only valid for programming the voice encoding method of the:
Encoding • CEPT Formatter II
• DS1/T1 Formatter II (Universal T1/E1)
Possible values are:
• Nil for no change
• ADI for alternate digit inversion (even bits inverted)
• Invert for all bits inverted
• Inverted ADI for odd bits inverted
NOTES:
Embedded PRI: T1 in NA and E1 in Europe are set to Nil by default.
However, if you experience garbling on the trunks, set Voice Encoding to
Invert.
E1 in NA or T1 in Europe must have voice encoding set to ADI.
Data Only valid for programming the data encoding method of the:
Encoding • CEPT Formatter II
• DS1/T1 Formatter II
Possible values are:
• Nil for no change
• ADI for alternate digit inversion (even bits inverted)
• Invert for all bits inverted
• Inverted ADI for odd bits inverted.

Assign a unique index number.
One end of the link is set to A

and the other end set to B.
Program ISDN node for PRI.
If using ISDN cross-over cables,

select LT. If using straight through
cables, select NT.
NT=Network Termination (default)

LT=Line Termination
14-11
Digital Links Form

The descriptor is assigned to the digital links here. In this example, descriptor 3 is
assigned to 3 1 2 1, which is the Dual T1/E1 Framer module in Controller Module
position 2.
MSDN/DPNSS/DASSII Trunk Circuit Descriptor Form

This form defines the protocol to be used on each of the 23 channels. The system uses
the MSDN/DPNSS protocol even though the link is set-up for ISDN/PRI. In this example,
descriptor number 5 has been created.

Trunk Attributes Form

This form defines how incoming calls are handled. Create a physical answer point, such
as the operator console, by entering numbers in the Day, Night1, and Night2 fields. If the
trunk is a DID trunk, leave the D/N1/N2 fields blank and program the Dial In Trunks
Incoming Digit Modification fields as required. If the digits received from the exchange
need to be modified, absorb digits and then insert digits as needed. This may be useful if
the digits received do not match the DID extension range that you are using.
Caution
In the Trunk Attributes form, either fill out the three Non-dial In Trunk fields or
fill out the Dial In Trunk fields, but never both. For dial-in trunks, if no digit
absorption is required, you must put a zero in the Absorb field. If the Dial In
Trunks Incoming Digit Modification - Absorb field is left blank, all incoming
calls will be blocked.
If the DID range does not match the extension range at all, you may have to use the
System Speed Call tables, with 1000 entries, to provide a look up table.
If required, enter a voice mail hunt group DN in the Dial-In Trunks Answer Point field to
which incoming calls can be routed. The Dial-In Trunks Insert Forwarding Information
field must be enabled to program Dial-In Trunks Answer Point. This will allow the
forwarding information to be included.
14-13

Digital Trunks Form

In this form, the 23 channels of the link are added to the database. Program a range of
trunks by using a suitable trunk number, and then enter the Trunk Service number and
Trunk Circuit Descriptor that were previously created.
Select the first circuit of the T1/E1 module. In this example, the T1/E1 module PLID 7 1 2
1 has been selected.
Select the first circuit, and then select Change. In this example, 23 trunks are being
added by using range programming. The first trunk is 100 and is incremented by 1. The
Trunk Service Number is 1 and the Circuit Descriptor Number is 5.
14-15
Network Synchronization Form

All controllers need to have a master clock source in order to keep the digital T1 links in
synchronization. This clock is usually provided on the link from the Service Provider.
The Network Synchronization form can be programmed with multiple choices for the
clock source. If the system has only a T1 ISDN PRI connection, then only the first clock
source is programmed using the PLID of that link. If you have more than one T1 ISDN
link, then program them as second, third, and so on. In the event that the first link fails,
the system can still get the clock.

Class of Service Options Form

For the trunks to operate correctly and for incoming Calling Line information to display,
the trunks must have the following options set in their COS.
COS Options for Trunks
14-17
Similarly, all extensions dialing out on these trunks must have options set in their respective
COS.
COS for Extensions

Programming PRI/QSIG on the Dual T1/E1 Framer Module
Once the digital trunk programming forms are complete, continue with the ISDN menu options.
Follow each menu item to program the ISDN PRI/QSIG protocol onto the links.
14-19
ISDN Protocol Form

In this example, the Dual T1/E1 Framer Module is in position 2 as assigned in the Controller
Module Configuration form. Select the T1/E1 module, and select Change. Select the values as
shown. If you are configuring the link as QSIG, set the Protocol accordingly and configure the
other options.
st
Links are in increments of 8. So the 1 module
nd
links are 1 and 2, the 2 module links are 9
and 10, and so on.
The reason is that with an NSU, each module
could possibly hold links 1-8, or two chained
NSU's for each FIM port, for 8 total links.
In the Outgoing Call Characteristics folder, the necessary protocols for ISDN PRI are set against
the T1 Framer link. Use the defaults for:
• Bearer Capabilities
• High Layer Compatibility
• Calling Line Restriction.

DID Ranges for Calling Party Number (CPN) Substitution Form

This form allows you to define the number that you send out onto the network that will be
displayed as the CPN at the far end. By default, it is not enabled, so no number is sent.
Create an index defining an extension range of who is making the outgoing call, and the number
that will actually be sent. See the following example.
The DID number range you have is 480-961-9xxx, but your extension numbering plan is 1xxx.
When an extension in the range of 1000 to 1150 makes an outgoing call, CPN Substitution
changes 1xxx to 9xxx. If the extension making the call is not in the index range, it is ignored. In
this case, either no number is sent or, if it is programmed, a Default Voice CPN is sent.
You can create as many indexes as required and use them on the same T1 link.
In the UK and most of Europe, the CPN number must match the DDI range. If you use a default
CPN, it must be a valid number for your business.
Note
The index numbers are programmed here but are not enabled by default. You
must enable them in the next form.
CPN Substitution Form

Select the Dual T1/E1 Framer module and then select Add Member. Add the index number
previously created.
Select Change at the top of the form, and enter a default CPN number, if required. This number
is used when any extension that is not covered by the index range makes a call.
14-21
; Lab 1 – Programming PRI Trunks Along With CPN

Substitution
Reference
; Lab 2 – Monitoring T1 Links (Optional)
Reference

AUTOMATIC ROUTE
SELECTION (ARS) 15
Objectives
Program numbers for external local calls.

Use ARS to route a call.
Understand how the system uses various CO dial tones.
Learn how to use the ARS planners.
Use maintenance commands and SMDR to trace calls that use ARS.
Program emergency call routes using ARS.
Assign and program calling privileges and restrictions using ARS.
Comprehend the steps required to prevent toll fraud.
Reference
Online Help > Contents > System Features > Features A to B > Automatic
Route Selection (ARS)
15-2 Automatic Route Selection_rev10.doc

AUTOMATIC ROUTE SELECTION (ARS)
External Calling Permissions
Dialing plans or numbering plans within the Public Switched Telephone Network (PSTN) vary
from country to country and can be specific within a given area of a country.
There are some common considerations regardless of the location. For example, a plan must
be considered for local calls, long distance calls, international calls and emergency and special
service numbers.
When using MCD, all external numbers must be planned for and programmed into the database
using ARS.
15-3
Local Calls
MCD phone users make calls into the PSTN in much the same way that you do from home. But
an MCD phone user may prefix the external directory number with a single digit, such as 9 from
a business phone or 8 from a phone in a hotel. This indicates to MCD that it is an external call.
From home, you dial 592-2122, but from an MCD phone, you dial 9-701-592-2122. See the
figure below.
Another difference between MCD users and home users is that some MCD users may be
restricted from making external calls or from making certain types of external calls, such as long
distance calls.
Also, when making a call from MCD, MCD has the additional tasks of choosing which outgoing
trunk to send the call out on and then deleting the 9.
The ARS programming forms are used to instruct MCD regarding which trunk to choose and
which digits to modify if required.
Making a PSTN Call

Automatic Route Selection

ARS in MCD processes outbound calls following these four basic steps:
• It recognizes digit strings and wildcards, such as those starting with a leading digit 9, as an
indication that the call is to be an external call.
• It can restrict unauthorized phones from making external calls as required.
• It selects a trunk from within a group of trunks to send the call out on.
• It can modify the dialed digits, such as absorbing the 9, to convert the digits into what the
external network expects.
ARS digits can be specified with leading digits as well as dialed digits. These digits can be listed
explicitly, or wildcards can be used to specify predefined variables for a given ARS digit:
• N or n specifies a digit between 2 and 9 inclusive
• X or x specifies a digit between 0 and 9 inclusive
• Y or y specifies a digit between 0 and 9, *, and #
Programming the Digits for External Local Calls

The digits dialed in the following example are 9-701-592-2122. But callers will dial many
different numbers. There’s no need to program all external directory numbers in ARS. Simply
program the numbers as 97 + any nine digits to address all external local directory numbers
starting with 7.
You may wish to call external numbers that start with 2, 3, 4, etc. In this case, you program ARS
with 9NXXXXXXXXX+ 0 additional digits.
Making an External Call
15-5
This is an ARS data collection table, giving a quick way to compile the information needed to
program external directory numbers. Associate the values in this table with those programmed
in the forms that follow.
Type of Digit String Trunk Digit Modification Stations to Block Route

Call Group Number
Digit Qty of Digits COR COR

Mod Digits to to Group Number
Number Absorb Insert
Local 9NXXXXXXXXX + 0 1 1 1 1
Operator 90 + 0 1 1 1 1
Long
91XXXXXXXXXX + 0 1 1 1 2 1 2
Distance
This is 9
plus the
digit 0 that
the caller The Xs
dials after signify any
the 9. other digit.
The N is a
wildcard that
specifies a
digit
between 2
and 9
inclusive.
Note
MCD provides a maximum of 815 ARS Digit Modification plans.
• ARS Digit Modification plan number 805 is reserved for use by Direct IP
Routes.
• ARS Digit Modification plans numbers 806-815 are reserved. Do not
program.

The ARS Leading Digits form is automatically populated every time an entry is made to the ARS
Digits Dialed form. The ARS Leading Digits form is used to turn on a second dial tone.
This is the 9 that callers dial whenever This instructs the system to return dial tone to
they call external numbers. the user after the digit 9 has been received.
Establishing an ARS Route

A route is a set of call handling characteristics that controls the call. The route restricts
unauthorized callers, selects a trunk group, and modifies the digits before dialing into the
network. For external calls, the digits a caller dials must be programmed in the ARS Digits
Dialed form.
If the digits are not in the ARS Digits Dialed form, the system returns reorder tone to the caller. If
the digits are in the ARS Digits Dialed form, ARS software assigns the call a route. Use the
following programming forms when programming a route.
Note
To help minimize mistakes made when applying toll control rules to routes
(Class of Restriction), a best practice would be to keep the COR Group
Number the same as the Route Number. For example, Route 1 with COR
Group 1.
15-7
Programming a Route
Digit Mod 2 tells the system

to absorb the first dialed
digit, so the system deletes
the 9 and outpulses the
The system outpulses the
remaining digits on a trunk
digits after the 9 on one of
in Trunk Group 1.
these available CO trunks.
COR Group 1 contains no

COR numbers. Any
device is allowed to use
this route, regardless of This absorbs the
what COR number it has. leading digit 9.
Because Route 10 uses
this COR group, no
devices will be restricted
from using this route. To
restrict route 10, include
the device’s COR number
in COR Group 1.
In the Station Attributes
form, different restrictions
can be assigned to Day,
Night1 and Night2 modes.
The ARS Routes form

associates Route 10 with:
-Trunk Group 1, which
shows which trunks to
use.
-COR Group 1, which
shows who to restrict from
making the call.
-Digit Mod 2, which shows
how to modify the
number.
Use the Routing Medium

to choose TDM, IP or SIP
trunks.

Dial Tone From the CO

If the system sends digits to the CO before the CO supplies dial tone, the digits are lost and the
call fails. This situation may occur with analog LS trunks, but not digital trunks.
To avoid this problem, we can make the system wait for dial tone before sending the digits. To
do this, add a Tone Marker to the Route’s ARS Digit Modification Plans form. If this is not done,
the system sends the dialed digits the instant that it seizes the trunk.
Programming a Tone Marker
This Tone Plan marker, T2, references

Tone Plan Number 2 in the ARS Call
Progress Tone Detection form.
The system waits up

to 5 seconds for dial
tone from the CO. If
the dial tone is not
received in this time,
the call is released
and the caller gets a
This is the tone the system listens for. If the system detects the tone, it reorder tone.
The tones the system can detect are outpulses the digits in the signaling
listed in Detectable Tones on the next format that the trunk’s circuit descriptor
page. Usually, only those systems that specifies, either Loop or DTMF. The
must detect specific tones, or must insert possible actions are:
wait cycles to receive a tone before -Blank
outpulsing, will need an ARS Call -Outpulse default
Progress Tone Detection plan -Outpulse DTMF
-Busy tone and release
-Reorder tone and release
-Give answer
15-9
Detectable Tones
Blank Speech
NA dial tone mod 120 UK 50 Hz dial tone
NA specialized carrier dial tone NA dial tone mod 133
NA priority ringback NA reorder tone
UK congestion tone UL dial tone
NZ number unobtainable UK NU tone
NA precise audible ringback NZ dial tone NA precise dial tone
UK precise audible ringback UK precise dial tone
NA busy tone NA audible ringback tone
UK busy tone UK audible ringback tone
NZ busy tone NZ audible ringback tone
IT dial tone MA dial tone
GE dial tone
If you apply Wait for Dial Tone on a trunk, make sure that the trunk is a type that returns
dial tone. Most digital E&M trunks connecting PBXs in North America do not send a dial
tone (Dial Tone on Incoming Seize). If you apply tone detection to these trunks, the
Maximum Wait for Tone timer expires and the system takes the programmed Action on
Timeout.

Planning and Programming ARS
Programming ARS requires careful planning. Use the following diagram and planning sheets to
plan your ARS programming. The pyramid diagram represents the programming sequence.
Start programming at the bottom and move towards the top. Plan and troubleshoot problems
from the top down.
15-11

Plan and Troubleshoot
Program Forms
15-13
; Lab 1 – Making Calls Using ARS
Reference
; Lab 2 – Emergency Calls Using ARS
Reference

Calling Privileges
There are usually different levels of calling privileges within an organization, from the executive
level who may call almost anywhere, to sales who may be permitted to call anywhere on the
continent, and so on, down to those phones restricted to make no external calls.
In the system, every device within the database that can dial requires a COR number, which is
assigned:
• To a device in the Station Attributes form.
• To trunks in the Trunk Attributes form.

To restrict a device from making an external call, the device’s COR number is assigned to the
COR Group associated with the restricted route.
The following figure represents a general hierarchy of restrictions, with the center being the
least restrictive and the outer circles the most restrictive.
Note
MCD provides a maximum of 110 COR Numbers.
• COR Number 100 is for special use.

• COR Numbers 101-110 are reserved. Do not program.
MCD provides a maximum of 75 COR Groups.
• COR Group 65 is for reserved for use by ARS for routing calls over Direct
IP Routes.
• COR Groups 66-75 are reserved. Do not program.
15-15
For example, if it is necessary to restrict directory number 1004 from calling a long distance
number, perform the following steps:
1. In the ARS Digits Dialed form, determine which route is used in order to call long distance
within North America. The figure shows Route 2.
2. In the ARS Routes form, verify which Class of Restriction Group is used by Route 2. The
figure shows COR group 2.
3. In the Station Attributes form, determine the COR number for extension 1004. The figure
shows COR number 7.
4. In the COR Groups form, program COR number 7 into the COR group 2. This will restrict
extension 1004 from making the long distance call.

Routes, COR Groups, and COR Numbers

The diagram shows the relationship between routes, COR Groups, and COR numbers.
Route 1 restricts calls from users with COR number 1, which is the only member in COR Group
1.
Route 2 allows all calls because there are no COR numbers in the COR Group associated with
Route 2. An example of this is emergency numbers.
Route 7 restricts calls from all users with COR number 1, 2, 3, 4, and 5, which are all members
in COR Group 7.
We use this in our example ARS program to block calls to 1-900 numbers.
Route 1 uses COR Group 1 COR Group 1
Phones with any COR Number other than COR COR Group 1 contains
1 may use Route 1. 1 COR number 1.
COR Group 2
Route 2 uses COR Group 2
Phones with any COR Number may use COR Group 2 contains no
Route2. COR numbers.
COR Group 7
Route 7 uses COR Group 7
COR Group 7 restricts all users from using this 1, 2, 3, COR Group 7 contains
route. 4, & 5 COR numbers 1, 2, 3, 4 and 5.
15-17
COR Planner
The COR planning table lists:
• Call types are listed down the left column.
• Various types of users and assigned COR numbers, listed in the center columns.
• COR numbers placed into COR Groups, listed in the right column.
To use the planner, follow each call type across the table and restrict the COR numbers that do
not have calling privileges for that call type. Notice that you can observe the restrictions
imposed on any COR number by the entries in its column.
No Lobby Junior Senior Executive/ COR Groups

User Call Type Required in
Access Phones Staff Staff Attendant
COR Groups
Form
COR 1 COR 2 COR 3 COR 4 COR 5
ARS Digits Dialed Form
COR # in Station Attributes Form Grp: Members
9+Local R 1: 1
9+11 2:
9+911 3:
9+611 R R R R 4: 1-4
9+411 R R R 5: 1-3
9+0 (Telco) R R R R 6: 1-4
9+1-900 R R R R R 7: 1-5
9+1+Long Distance R R R 8: 1-3
9+011 R R R R 9: 1-4
9+1+212, 904, 907 R R 10: 1,2
9+1-900-592-2122 R R 11: 1,2
(Tech support)
9+839-1412 R R R R 12: 1-4
(Radio contest line)
9+1-800 R R R R 13: 1-4

COR Group Planner

To assign these privileges to specific phones, use the Station Attributes form, User and Device
Configuration form, or User and Device Attributes form.
The system operates in one of three modes, Day, Night1, or Night2. The attendant puts the
system in day mode during normal business hours, night1 mode after normal business hours,
and perhaps night2 during the late night hours.
A phone can be assigned different external calling privileges in each of these modes. The
Station Attributes form is shown below.
15-19
Preventing Toll Fraud

This section provides some examples of how to minimize toll fraud by internal users and
external callers. They highlight areas, which, if not programmed correctly, can allow
unauthorized toll access.
Note
More information can be found in the Technical Knowledge Base on the MOL
web site.
Mitel disclaims any express or implied warranty that its equipment is

technically immune from or prevents fraudulent intrusion into, or unauthorized
use of, its telecommunications system, including its interconnection to the long
distance network.
Caution
Mitel strongly recommends that PBX owners and/or the service personnel,
program an appropriate COR to all system ports to control external dialing
capabilities through Station Ports, Voice Mail Ports, DISA Trunks and all Dial-
In-Trunks. This approach has proven effective in implementing a system that
minimizes the occurrence of toll fraud.
MCD ESM forms are designed to offer a very flexible and highly customized
programming structure and must be carefully programmed to prevent users
from defeating your toll restriction plan.
Types of Telephone Fraud

External fraud is possible on systems using any combination of Direct Inward System Access
(DISA) and/or Dial-in Trunks integrated with Auto Attendant or peripheral interfaced Auto
Attendant/Voicemail and RAD groups.
Internal fraud is possible if employees are using External Call Forward, Trunk-to-Trunk
Connection Without Third Party, and 1-800 and 1-900 numbers.
ARS programming using COR group assignments is the only proper way to minimize toll fraud.
It is very important that only employees who require toll access be given telephone privileges.
For example, a lobby telephone would be denied toll access unless it is authorized through
attendants.
COS options should be controlled with:
• Individual Trunk Access, which will bypass all ARS and COR restrictions
• Public Network to Public Network Connection Allowed, to allow trunks to be connected

together without a third party
• Call Forwarding (External Destination), to allow extension users to forward their telephone to
external trunks.
800-numbers are traditionally free calls, but some COS can allow the reversal of 800-charges.
So it may be necessary that programmers designate 800-calls as toll calls for the company.
900-numbers and any information service calls should be COR-restricted from all users except
those who require access for their job function.
SMDR can be used to track internal users and control their calls, which is a deterrent for toll
abuse by internal callers.
It is important to note that System Speed Calls can be subject to toll control. Access to system
speed calls should be controlled through the System Speed Calls form, where toll control can be
enabled. It is also important to note that Speed Call via the keys located on a set will be subject
to toll control only if the set is COR restricted.
Note
Speed Calls are discussed in a later module.
In most applications, users are allowed to access 911 without restriction. The DISA-trunk
automated attendant, which allows the transfer to an external call, should be considered to be
COR-restricted from dialing 911 to avoid any possibility of abuse from this source.
ARS Digit String

ARS digit-string entries are the heart of every toll-control plan and should be analyzed very
closely. It is extremely important that the programmer clearly understands which digit-string
entries the system will find to be the closest match to the digit string dialed. What ARS finds to
be the closest match will not always be the same digit-string entry that the programmer intended
the dialed digits to match.
15-21
Example #1
A programmer expects that users dialing 901 would access route 2 only and that those
dialling 90 would access route 1.
ARS Leading Digits Form ARS Digits Dialed Form

Digits Number Termination Termination
Leading Second COR Group
Dialed of Digits Type Number
Digit Dial Tone Number
to Follow
9 Yes 90 Unknown Route 1
Generally, the programming works, but there is a chance that users may be able to beat
the system by making a 901 call via route 1, with no SMDR record. Users dial 90, wait
for the inter-digit timer to expire, and then dial 1. After the inter-digit time-out, the closest
match to the digit string dialed is 90. The system then dials 0 via route 1 and connects
the station directly to the CO trunk with no further toll control. Digits dialed after the inter-
digit time-out will not be captured in the SMDR.
To prevent the system from accessing the undesired route, the Digits Dialled should be
programmed to avoid non-unique match or ambiguous entries, as shown below. 9-0
calls, with no further digits dialed, will be blocked because there is no match in the Digits
Dialed field after the inter-digit time-out.

to Follow
Note
The selection of Alternate second dial tone is not designed for N.A. operation.

COR Groups
The COR Groups form is used to gather COR numbers into groups to enforce toll restriction. A
COR group number, not a COR number, is assigned to the ARS Routes form in ARS
programming.
The following examples show how to restrict internal, local, and long distance calls, using COR.
Note
These examples do not imply that ARS should be programmed this way.
Example #2 - No Restriction from the Leading Digit 9

Not all stations are COR-restricted from the leading digit 9. The entry 0-9 is intended to
pick up all local and long-distance calls, leaving the customer open to all long-distance
calls and potentially to a very high telephone bill. The following should not be a typical
ARS program because it does not provide any toll-control protection.

to Follow
15-23
Example #3 - Internal Restriction

All stations and trunks with COR defined in COR group 2 will be restricted from the
leading digit 9. Certain stations and trunks are restricted from accessing the local and
long-distance network. A typical application for this ARS program is on a lobby phone
that has numerous users.
In the Station Attributes form:
COS COR Default

Directory Intercept
Account
Number Number Day Night1 Night2 Day Night1 Night2 Code
1550 1 3 3 3 3 3 3
1001 1 2 2 2 3 3 3
1002 1 2 2 2 5 5 5
1003 1 2 2 2 1 1 1
1004 1 2 2 2 1 1 1
In the COR Groups form:
COR Group Number COR for Group

1
2 3, 4, and 5
3
4 6 through 64

to Follow
9 No 2 90 Unknown Route 1

Example #3 - Long-Distance Call Restriction

All stations with COR numbers 3, 4 or 5 in COR group 2 will be restricted from long-
distance 0 and 1 calls. In this set-up, all extensions have access to the local network, but
only selective extensions will have access to the toll network.
In the Station Attributes form, DNs 1000, 1001, and 1002 have been COR restricted in
day and night service:
COS COR Default

Directory Intercept
Account
Number Number Day Night1 Night2 Day Night1 Night2 Code
1550 1 3 3 3 3 3 3
1001 1 2 2 2 3 3 3
1002 1 2 2 2 5 5 5
1003 1 2 2 2 1 1 1
1004 1 2 2 2 1 1 1
In the COR Groups form:
COR Group Number COR for Group

1
2 3, 4, and 5
3
4 6 through 64
In the ARS Routes form, the route number that is to be COR-restricted should be
assigned a COR Group Number that contains the COR Number.
Trunk COR Digit Digits XNET Trunk Route Compression

Route
Group Group Modification Before Group Type
Number
Number Number Number Outpulsing Number
1 1 1 1
2 1 2 1
3 1 3 1
15-25
In the ARS Leading Digits form, the system is programmed so that leading digits 0 and 1
take route 2, restricting any member in COR group 2 from accessing route 2.

to Follow
9 No 4 95 and Unknown Route 1
up
Example #4 – Maximum Digits

To further secure the restriction level shown in Example 3, limit the maximum digits able
to be dialed on a trunk by a station. These limits are defined below. All stations with
COR numbers 3, 4, and 5 cannot dial more than 10 digits against the COR, including
leading digit 9.
With this level of security, whether stations with a COR of 2 and 3 are COR-restricted
from accessing route 2 or not, they will be prevented from making long-distance calls
because they cannot dial more than 10 digits.
Note
This example does not apply to areas where users must dial an area code to
make a local call.
In the ARS Maximum Dialed Digits form:
COR Number of Digits Allowed

1 Unlimited
2 10
3 10
4 Unlimited

Trunk CORs
All dial-in-trunks including DISA, TIE, DID and ISDN should be considered for COR restriction.
If these dial-in-trunks are accessible by external users, then these trunks should be treated like
an extension and should only be allowed certain privileges. If we follow this rule then the trunk
attributes would have the following set up.
Based on the above ARS programming, once COR restriction is applied to trunk service number
1 and 2, any trunk assigned to either service number will be restricted from placing long-
distance calls beginning with 0 or 1. If possible, the programmer should also limit the maximum
number of digits to be dialed on another trunk.
Example #1 – DISA Trunk Attributes Form

Trunk service number: 1
Release Link trunk:
Class of Service: 1
Class of Restriction: 3
Baud Rate:
Intercept Number: 1
Non-Dial-in Trunk Answer Point: Day: 1300
Non-Dial-in Trunk Answer Point: Night1: 1300
Non-Dial-in Trunk Answer Point: Night2: 1300
Dial Trunks Incoming Digit Modification: Absorb
Dial Trunks Incoming Digit Modification: Insert
Trunk Label: DISA
Example #2 – TIE/ISDN Trunk Attributes Form

Release Link trunk:
Class of Service: 1
Baud Rate:
Intercept Number: 1
Non-Dial-in Trunk Answer Point: Day:
Non-Dial-in Trunk Answer Point: Night1:
Dial Trunks Incoming Digit Modification: Absorb 0
Trunk Label: TIE/ISDN
15-27
Example #3 – DID Trunk Attributes Form

Release Link trunk:
Class of Service: 1
Baud Rate:
Intercept Number: 1
Non-Dial-in Trunk Answer Point: Day:
Dial Trunks Incoming Digit Modification: Absorb 0
Trunk Label: DID
DISA and Dial-In Trunks

DISA presents the greatest potential for abuse by external callers. Two levels of security
can be provided by restricting the COR and COS of the DISA trunk from making external
calls unless a Verified Account Code is dialed after the DISA access code. The Verified
Account Code changes the COR and COS of the normally-restricted DISA trunk,
allowing external access for legitimate users. The use of 12-digit account codes results
in the greatest number of possible account-code combinations and presents the greatest
deterrent for system abuse.
All dial-in trunks must be COR restricted from directly placing external calls. In most
applications, only a limited number of digit strings will ever be dialed inward on E&M or
DID trunks, but it is important to be aware that these trunks can directly access ARS.
It is very important to note that if the system is programmed to allow users to call into the
switch and then call back out, no matter how complex the dialing process is, maximum
protection from fraudulent calls cannot be achieved without the implementation of COR,
COS, and Independent Account Codes against the incoming trunk, with the provision
that there can be no guarantees when dealing with fraudulent behavior.
If DISA is only used to call internal extensions, then Interconnect Restrict the DISA trunk
from all outgoing trunks. When enabling COS options, caution should be given to
Individual Trunk Access and Independent Account Codes. COR assignments must be
enabled for dial-in trunks. Forced Account codes must be used wherever possible and
the maximum account code digit string length should be used. The maximum number of
digits dialed, which is defined by COR, should also be considered.
Trunk protocol errors can be encountered during the release state initiated by the PBX,
resulting in toll fraud. These errors occur when the internal PBX port hangs up, but the
external party stays off-hook longer than the Release Acknowledge Timer, as
programmed in the trunk’s Circuit Descriptor on the PBX, and shorter than the release
timer of the CO equipment. The PBX treats this as a new call, opening the door for
hackers.

Caution
The appropriate COR and COS must be programmed against the incoming
trunks as described here to minimize toll fraud. In addition, the trunk circuit
descriptor can be adjusted for proper trunk protocol handling with the Telco by
increasing the Release Acknowledge Timer to a value that exceeds that of the
release timer of the CO equipment.
System Access Points Form

The DISA directory number is programmed in the System Access Points form. The two
types of DISA assignments are:
• DISA without account codes.
• DISA with forced account codes.
DISA Directory Number

If the installer programs the section DISA Directory Number, then anybody dialing this
number will receive DISA dial tone and can access any ARS without dialing an account
code. This is dangerous if this is the trunk answer point and the trunk is not COR
restricted.
Let’s assume that the DISA trunk is COR-restricted and cannot access any toll trunks,
and the DISA trunk is not forced to dial account codes. If legitimate users access the
DISA trunk, they would dial the feature access code for the account code, which can be
up to four digits in length and can include * and #, and then the independent account
code, which can be up to 12 digits in length. When the proper account code is entered, it
changes the COR and allows a toll call. So an authorized caller is required to dial up to
16 digits, including a feature access code, before making a toll call. This does not
prevent hackers from breaking in, but it makes it more difficult.
Note
The DISA trunk will only allow three attempts at the correct password. After
that, the user will be restricted from dialing any more digits until the next time
the trunk is accessed.
DISA Forced Account Code

If the installer programs the section DISA Forced Account Code - Directory Number, the
system will force an account code, but the feature access code for the account code is
not required. This account code would be programmed in the Independent Account
Codes form. The longer the account code is, the more difficult it is to break in. In this
form, the system can also control the COS and COR of the DISA trunk. The COS of both
the DISA trunk and the Independent Account Codes should have limited options. For
example, it should not have the option of Individual Trunk Access. If this option is
enabled, the DISA trunk will be able to access trunks and override all toll restrictions. It is
very important that caution be exercised when assigning a COS to a DISA trunk and to
an Independent Account Code.
15-29
If a customer wishes to make it more difficult for the DISA trunk to access the ARS
network, then the COS for that account code could force a user to enter yet another
account code, thus adding more digits for the user to dial.
For example, a user accesses the DISA and receives dial tone. The system is set up for
a 12-digit account code. The user dials 057912543349 and receives a second dial tone.
The COS in the Independent Account Code form forces the user to enter a second
account code, so the user must now dial the same 12-digit account code or a different
code. This creates a total of 24 digits that the DISA user must dial to access the toll
network.

; Lab 3 – Restricting Numbers Using ARS

Reference
15-31

HOT DESKING
16
Objectives
Understand how hot desking works.

Program hot desking.
Use hot desking.
Know some maintenance commands used to troubleshoot hot desking.
Comprehend how external hot desking works.
Communicate with the controller from an external hot desk device.
Realize the full capabilities of a mobile extension when using Personal
Ring Groups in conjunction with external hot desking.
Program external hot desking.
16-2 Hot Desking_rev8.doc

HOT DESKING
Hot Desking
Hot Desking allows a number of users to share one or more hot desk enabled IP phones. The
system associates the user’s settings, such as DN, COS/COR, language, and feature key
programming with the IP phone.
For emergency call purposes, the system continues to use the Customer Emergency Services
ID (CESID) programmed for the set's registration DN. For example, if someone makes an
emergency call from a hot desk device, the system sends the CESID associated with the hot
desk device regardless of which profile (device or user) is active on the phone. If the device's
registration DN is not available, the system sends the default CESID.
For networked Hot Desking, Location Based Routing (LBR) can be used to identify the location
of hot desk user calling from across the network. For example, LBR allows you to program the
system to route emergency calls to services local to the device from which the user dials.
Note
CESIDs are discussed in the Emergency Services module in the MCD
Advanced I&M course.
LBR is discussed in the Bandwidth Management module in the MCD

Advanced I&M course.
16-3
Once logged in, the Hot Desk user can:
• Receive incoming calls at the device
• Place outgoing calls
• Retrieve voice messages
• Program and use feature keys.

HOT DESKING
Logging In
Each hot desk user is assigned a DN and 96 programmable feature keys.
By using a softkey or feature access code, the hot desk user can log in to a hot desk enabled IP
phone.
Once the hot desk user logs in, their hot desk user DN and key programming are now
associated with that IP phone. While the hot desk user is logged in, the DN of the hot desk
enabled IP phone is treated by the system as out of service.
Hot Desk users are locked out from the system for 15 minutes if they enter an invalid PIN three
times within five minutes. The number of attempts and the length of the lockout are
programmable using the DISA values in the System Options form.
If the PIN Security feature is enabled in the Call Coverage Services form, a hot desk user who
logs in with a weak PIN is automatically routed to the NuPoint Interactive Voice Response (IVR)
system for a PIN change. They will receive restricted telephone service, similar to IP Only
devices or Phone Lock, and the users are able to call NuPoint voicemail.
Note
The users of this feature must have a NuPoint on MAS voicemail mailbox.
16-5
Logging Out
A hot desk user logs out by again using a softkey or feature access code.
An administrator with remote logout permission can log out a user remotely by using an access
code and the user’s DN.
The hot desk user is automatically logged out:
• If that user logs into a different IP phone.
• If another hot desk user logs into the IP phone.

HOT DESKING
When a hot desk user is logged out, their hot desk user DN follows out-of-service handling, and
the hot desk enabled IP phone reverts back to the programming associated with its profile.
Planning Hot Desking

Hot desk devices are shared phones intended for hot desk users. When no user is logged in,
the device should provide only basic service such as emergency and operator calls. Supported
IP sets are provisioned for Hot Desking by assigning the phone a COS that allows hot desk
login and logout.
Hot desking is supported on Mitel Multiline IP and SpectraLink Wireless IP Phones. Each hot
desk user consumes an IP user license.
Hot desk users are assigned DNs and PINs through the Multiline IP Sets or User and Device
Configuration form. When programming feature keys for hot desk users, keep in mind that hot
desk user profiles support 96 programmable keys.
To ensure that all keys are available to the user, the hot desk IP phone should also have 13
programmable feature keys, but any other supported IP phone can be selected. If the user logs
into a device that supports fewer keys, the extra keys are hidden but remain operational.
16-7
If one of the inaccessible keys is programmed as a line appearance, calls for the line
appearance will still ring at the phone.
Note
To avoid phantom ringing on hidden line appearances, enable Ringing Line
Select in the COS for the hot desk user, allowing the user to answer any
ringing non-prime line appearance by simply going off-hook.
Programming Hot Desking

To program hot desking:
• Program a cluster ID for nodal (standalone) hot desking only.
• Enable hot desking on supported sets.
• Program the hot desk users, including phone keys
• Program FACs for login, logout, and remote logout. Remote logout is optional.
• Enable sets for remote logout. This is optional.
• Set a default device type for the Desktop Tool. This is optional.
• Enable Hot Desk PIN Security. This is optional.
ICP/PBX Networking and Cluster Elements Forms

In the ICP/PBX Networking form, assign the host MCD a PBX number and make it the
local PBX. Enter the MCD IP Address in the Network IP Address field.
In the Cluster Elements form, create a Cluster. Enter the PBX Number that was entered
in the ICP/PBX Networking form as the CEID Number.
The hot desking functionality requires the home element to be part of a cluster, even if
the local element is the only member of the cluster, such as in a standalone
configuration.
Note
Clustering is discussed in the MCD Advanced I&M course.

HOT DESKING
System Options and COS Options Forms

In the System Options form, select the default IP device for Hot Desking.
Note
You can use the Desktop Tool to change the IP device presented to each hot
desk user when they access their Desktop Tool.
In the Class of Service Options form:
• Set the Hot Desk Remote Logout Enabled field to Yes. This is optional.
• Set the Ringing Line Select field to Yes.
Hot Desk Login

Accept is enabled
by default.
16-9

In the User and Device Configuration form, select Default User and Device from the Add
drop-down menu.
In the Profile tab and enter:
• Name, department, and location.

• A Hot Desk DN in the Number field.
• Select the Hot Desking User checkbox.
Select the Service Details tab and enter the COSs and CORs for the user.
Select the Access and Authentication tab, enter the User PIN field. Enter a 0-8 character
password using digits 0-9. Re-enter the password in the Confirm User PIN field.
Select Save.

HOT DESKING
Note
Certain features are not applicable to the hot desk user because they are
defined for the hot desk enabled device.
Note
For more secure PINs, enable Hot Desk PIN Security in the Call Coverage
Services form. When enabled, a hot desk user who logs in with a weak PIN is
automatically routed to the NuPoint IVR for a PIN change. For Hot Desk PIN
Security to work, each hot desk user must have a voice mailbox on NuPoint
on a MAS system.
16-11
Feature Access Codes Form

In the Feature Access Codes form:
• Assign access codes for Hot Desk Login and Hot Desk Logout.
• Assign an access code for Hot Desk Remote Logout. This is optional.

HOT DESKING
Troubleshooting Hot Desking
The LOCATE REMOTE command is used to determine the prime host of a specified hot desk
user DN.
The LOCATE HOT_DESK_USER command is used to list hot desk user’s DNs. All, Active, or
Inactive, can be specified. It can also be used to list hot desk enabled devices with logged in
users.
When the LOCATE command includes a hot desk user’s DN in its output, it provides the last
known user DN only. Because maintenance commands apply to the controller where they are
executed, you must run the command from each controller that the set has registered with.
Use the BUSY RESET command to log out a logged in user before replacing a set. Set
replacement is not allowed while a user is logged in.
Alarm thresholds are not affected by out of service hot desk users or phone DNs.
Mobility logs are generated when a hot desk user:
• Logs in to a device
• Logs out of a device
• Logs another user out of a device during login
• Is remotely logged out of a device

A log is also generated if a login attempt fails for the following reasons:
• The hot desk user is improperly configured. For example, the user's COS has Suite Services
or Hotel Extension enabled.
• A hot desk device is not supported on a remote cluster element. For example, the phone's
host controller only supports nodal hot desking.
• The hot desk user's host controller cannot be reached.
• The device does not support hot desking.

These logs are included in the INFO maintenance logs.
Note
Hot Desk user devices, including ACD Hot Desk Agents and External Hot
Desk Users, always display the local time of the physical device that the user
is logged on to. Timestamps for voice mail messages reflect the time zone of
the directory number receiving the message.
16-13
; Lab 1 – Programming Hot Desking
Reference

HOT DESKING
External Hot Desking
External Hot Desking extends hot desking capabilities to an external device, which makes it
appear as an extension on the system. When the External Hot Desk User (EHDU) is logged into
MCD, a caller only needs to dial the extension number assigned to the user and the system
automatically rings the user's cell phone, home phone or other device of choice, including an
extension on another private network or PBX.
Hot Desk functionality can be extended to external devices, such as cell phones, allowing such
devices to:
• Appear as another extension on the system
• Access system resources, including voice mail and outgoing trunks.
Users can then log in using the external device and receive calls from anybody dialing its hot
desk DN. Calls to the hot desk DN will be redirected to the external number stored against the
user when they are logged in.
As a PBX extension, the external device user has access to extension dialing along with select
PBX features and enterprise CLID on all calls originated through the system. When a call is
extended from the system to an EHDU, the internal state of the user is updated to reflect the
busy condition. Since the state of the user is known, an EHDU can be monitored by DSS/BLF
keys on other devices. Call diversion features and group features, such as hunt groups, follow
the normal treatments for busy, out of service, etc. For example, if an EHDU is a member of
hunt group, and is active on a call, the hunting algorithm will skip the busy EHDU and try the
next member.
16-15
External hot desking supports:
• Remotely changing the external device number and the login PIN.
• Accessing mid-call features by dialing fixed single-digit codes or system feature access
codes, as determined in the System Options form, while active on a PSTN trunk.
| Hold/Retrieve
| Transfer
| Conference
| Swap/Camp-on Retrieval
| Handoff
| Cancel Call
| Remove Digit Detector
• Access to select system features, such as Call Forward Setup, Paging, Group Presence,
through the use of FACs.
• The COS option allowing an EHDU to remain permanently logged in.
• A Call Recognition Service that simplifies or eliminates the need to log in by authenticating
them based on their calling line ID.
• Push-to-answer, which requires the EHDU to press a DTMF key to accept an incoming call.
This COS option is used when the trunk terminating on the EHDU device fails to provide
answer supervision.
• Group membership, including hunt groups, ring groups, personal ring groups, and hospitality
suites.
• A Callback service that recognizes that an EHDU is calling, hangs up on the user, and then
calls them back. Mobile phone users can take advantage of this service to save on the
charges normally associated with outgoing calls.
• Device resiliency.
The maximum number of EHDU licenses is equal to the maximum number of IP User Licenses
allowed for the specific system type.

HOT DESKING
Emergency Services
When a user logs into a hot desk device, the system associates the user's settings, such as DN,
COS/COR settings, display preferences, and button programming, with the device.
For EHDUs logged on to private trunks, the system uses the CESID associated with the user’s
mobile DN.
For EHDUs logged on to public trunks, the system uses the external party’s public number as
the CESID.
For EHDUs logged on to public trunks that provide no calling line identity, the EHDU configured
external number is used as the CESID.
For EHDUs logged in internally, the CESID associated with the originating set is used.
Note
CESIDs are discussed in the MCD Advanced I&M course.
For local notification in SMDR logs and at attendant consoles, the system displays the DN and
name of the active profile, if available. If a hot desk user is logged in, the user's DN and name
are displayed.
Caution
Emergency calls should not be made from an EHDU device since the call
cannot be guaranteed to contain the correct location information. Mitel
assumes no legal, financial or personal responsibility for users or persons
performing such actions.
16-17
EHDU Operation
The EHDU can:
• Log In.
• Log Out.
• Change the external number.
• Make and answer calls.
Logging In
To log in from an external location:
1. Dial the Hot Desking Access Number
2. Enter a hot desk user DN
3. Enter a User PIN.
If the Hot Desking Access Number, DN, and PIN are valid, then the external device is
logged in and confirmation tone is returned. Otherwise, the user hears reorder tone.
Once logged in, the user may make a new call or hang up and remain logged in.
Users with Permanent Login enabled in their COS are not required to log in.
The following conditions apply.
• The hot desk user DN must be idle before logging in.

• If the user is currently logged in on an internal hot desk device, the device is logged out
and the external device is logged in. Likewise, when a user logs into an internal host
desk set while logged in on an external device, the external device is logged out and
internal set is logged in. In both cases, the log out/log in can only occur if the logged in
device is idle.
• A permanently logged in external hot desk user may log in at an internal hot desk
device. The external location is automatically logged out. When the internal hot desk
device logs out, the user is automatically logged back into the external location.
• If the Permanent Login COS option is disabled while a user is logged in, the user will
remain logged in until a manual logout is performed or a system reset occurs.
• Lockout Mechanism for Failed Log-in Attempts
| After three failed PIN log-in attempts within a five minute period, the user is locked
out. No further attempts are allowed until the DISA lockout timer in the System
Options form expires. Use the Locate Feature or State maintenance commands to
view the lockout status. To clear a user's lockout state and allow them to log in
again, use the Busy Reset command.
| A mobility maintenance log is generated on the last failed log-in attempt.
| While locked out, the EDHU can still take calls originating through MCD. After
completing the call and receiving dial tone, the user is permitted to originate new
calls.

HOT DESKING
Logging Out
To log out from an external location:
1. Dial the Hot Desking Access Number.
2. Enter the hot desk user DN.
3. Enter the User PIN.
4. Enter the Hot Desk Logout FAC.
If the Hot Desking Access Number, DN, and PIN are valid, then the external device is
logged out and confirmation tone is returned. Otherwise, the user hears reorder tone.
To log out while the external device is busy on a call:

1. Dial 2.
2. Enter the Hot Desk Logout FAC.
To log out from a remote location, if the feature is allowed through the COS:
1. Enter the Remote Logout FAC.
2. Enter the hot desk user DN.
The following conditions apply:
• Logout is immediate if initiated from an idle phone. If the external device is busy or has a
call on hold on any line, the user can still initiate a logout by doing a mid call transfer and
dialing the Hot Desk Logout FAC. After the external device returns to an idle state, the
logout takes effect.
• An external hot desk user cannot be logged out if there are any ringing line appearances
of the external device.
16-19
Changing the External Number

Users can change, but not delete, their external number at any time to have their calls
directed to a different location.
A valid external number is 1 to 26 digits in length and can include * and #. To use #, the
Disable End of Dial Character (#) system option must be set to No, which is the default.
The 26-digit maximum includes the prefix digits required to access an outgoing trunk.
To change the external number from an external location:

1. Log in.
2. Enter the Hot Desk User External Number - Store FAC.
3. Enter the new number. Do not include the ARS prefix. A confirmation tone is returned if
successful.
To change the external number while logged in at an internal hot desk device:
1. Enter the Hot Desk User External Number - Store FAC.
2. Enter the new number. Do not include the ARS prefix. A confirmation tone is returned if
successful.
To change the User PIN:
1. Log in.
2. Enter the User PIN Store FAC. Dial tone is returned.
3. Enter the current PIN followed by #. Dial tone is returned.
4. Enter a new PIN followed by #. Dial tone is returned.
5. Re-enter the PIN to confirm it. A confirmation tone is returned.
6. Hang up
Making and Answering Calls

When logged in, users can make outgoing calls over system trunks as if they were a
regular extension user. Calling privileges are subject to the COS and COR assigned to
the user's directory number.
Upon going off-hook, the user hears internal message waiting tone if messages are
waiting and the COS option Message Waiting – Audible Tone Notification is enabled. If
features such as Do Not Disturb or Call Forwarding are in use, the user will hear feature
active dial tone.
By default, calls to an external hot desk user's DN are answered by the user going off-
hook and pressing any key on the dial pad. The alternative, which is controlled by the
External Host Desk User - Push to Talk COS option, requires only going off-hook.

HOT DESKING
Using Mid-Call Features

The external hot desk user can invoke mid-call features by dialing fixed single-digit
codes or system feature access codes when active on a PSTN trunk. The invocation
method is determined by a setting in the System Options form. External hot desk DNs
that terminate at private network destinations will invoke features on their hosting PBX
and not the hot desk DN host node.
Feature DTMF Usage Notes

Key
Hold or 1 • The external hot desk user is given camp-on tone to indicate
Retrieve that the hold request was successful. Subsequent camp-on
tones are applied at intervals specified by the Camp-on
Repetitive Tone Timer in the System Options form.
• While the call is no hold, the only mid-call feature available is
Retrieve. All other key presses are ignored.
• Only the external hot desk user can retrieve the held call. Other
appearances of the held line cannot be used to pick up the call.
• If an external hot desk user hangs up while they have a call on
hold, they will be recalled. No recall indication is provided to the
user, only the calling party ID.
Transfer 2 • Both supervised and unsupervised transfers are supported.
• To return to the call on soft hold while listening to dial tone,
such as before dialing the transfer destination, the user must
dial the Call Hold – Retrieve FAC.
Conference 3 • The user may add more parties to an established conference
by selecting Transfer, and then calling the additional party.
Upon answering, the user presses the Conference DTMF key
to add the party to the conference.
• Conferences established by external hot desk users cannot be
split.
• Swap is not supported on conference calls and is ignored if
attempted.
Swap/Camp- 4 • Swap - alternates between two calls.
on Retreival • Camp-on Retrieval – connects the EHDU to a camped on call.
Handoff 5 Pushes the call back to the user's Personal Ring Group.
Cancel Call # Terminates the current call and returns dial tone. Typically used
when the called party is not answering or when encountering a
busy signal.
Remove * • Disconnects the DTMF receiver, allowing the user to interact

Digit with services and applications such as voice mail, long distance
Detector carriers, and telephone banking.
• Once the digit receiver is removed, it cannot be started again
for the duration of the call. The user would need to start the call
again to obtain a new receiver.
16-21
Feature Access Code Support

A logged in external hot desk user may invoke any of the following features by dialing
the associated feature access code while listening to dial tone:
• Call Forwarding – Busy (External Source)
• Call Forwarding – Busy (External & Internal Source)
• Call Forwarding – Busy (Internal Source)
• Call Forwarding – Follow Me
• Call Forwarding - I Am Here
• Call Forwarding - No Answer (External Source)
• Call Forwarding - No Answer (External & Internal Source)
• Call Forwarding - No Answer (Internal Source)
• Call Hold – Retrieve
• Call Park
• Call Park – Retrieve
• Campon - Retrieve
• Cancel All Forwarding
• Cancel Call Forwarding - Busy (External & Internal Source)
• Cancel Call Forwarding Follow Me
• Cancel Call Forwarding Follow Me – Remote
• Cancel Call Forwarding - No Answer (External & Internal Source)
• Clear All Features
• Conference Call
• Direct Page
• Do Not Disturb
• Do Not Disturb – Cancel
• Group Presence – Join Group
• Group Presence – Leave Group
• Hot Desk Logout
• Hot Desk User External Number – Store
• Loudspeaker Paging
• User Pin – Store
• User Flash

HOT DESKING
External Hot Desk User Callback

EHDU Callback helps to eliminate or reduce outgoing call charges for EHDU users.
When the system receives an authenticated call from the EHDU, it returns busy tone,
and then disconnects the call. On hearing the tone, the user hangs up and awaits the
callback. Using the calling party number received in the initial call, the system calls the
user back, usually within a few seconds. After answering the callback, the user is
presented with dial tone, and then dials the required number. This process can be
expedited if the user's device supports smart dialing.
This feature greatly reduces charges to EHDUs in different local calling areas than their
home MCD or on a mobile calling plans that charge for outgoing calls. In both cases, the
user avoids charges for calls to the system since they can't be completed due to busy
condition.
Programming
This section discusses the programming forms for EHDUs.
License and Option Selection Form

The maximum number of EHDU licenses that can be installed is equal to the maximum
number of User Licenses allowed.
16-23

Users can use the Hot Desk User External Number - Store FAC to change, but not
delete, their external number at any time to have their calls directed to a different
location.
In the User and Device Configuration form, select the Add drop-down menu and then
select Default User and Device. See the following screens.
Enter a name.
Check Hot
Desking User. Assign a DN.

HOT DESKING
Enable External Enter 9 or other

Hot Desking. prefix digit
required to dial
out to the
external hot
desk device.
Enter the phone

number of the
external hot
desk device.
Enter and
confirm a User
PIN.
16-25
COS Options Form

• If the EHDU is to remain permanently logged in, set Hot Desk External User –
Permanent Login to Yes.
• If the EHDU requires access mid-call features, set Hot Desk External User - Allow Mid-
Call Features to Yes.
• If he EHDU needs dial tone when the other party hangs up, set Hot Desk External User
– Dial Tone upon Call Completion to Yes.
• To use the Message Waiting Indication (MWI) feature, program the Hot Desk External
User – Remote MWI Enable Feature Access Code and Hot Desk External User – MWI
Disable Feature Access Code.
• Set Hot Desk External User – Answer Confirmation as required, depending on whether
the trunk terminating at the External Hot Desk User provides true answer supervision. If
not provided, ensure that Fake Answer Supervision After Outpulsing and Ignore Answer
Supervision are set to Yes in the trunk's circuit descriptor.
• To provide CLID information on internal calls to EHDUs, enable Hot Desk External User
– Display Internal Calling ID.
• Hot Desk External User - Reseize Timer – applies to EHDUs and EHDA devices that are
members of any of the following call groups:
| Ring Group
| Personal Ring Group
| ACD
| Hunt Group
| Suite or linked suite
The timer starts when a call to the group fails to ring the device. The device must be
logged in and available to trigger the timer. The timer value determines the interval
between offers.

HOT DESKING
System Options Form (Optional)

Set the DISA Number Lock-Out Timer and DISA Failed Attempts Before Lock-Out
values as required to handle unsuccessful EHDU login attempts.
Feature Access Codes Form (Optional)

Enter FACs for:
• Hot Desk User External Number - Store - allows the user to change their external
number, not including the prefix.
• User PIN Store – allows the user to change the login PIN from their phone.
16-27
System Access Points Form

Program a Hot Desking Access Number to provide access to the feature. This number
can only be directly dialed from a trunk.
If the callback feature will be used, in the Hot Desking – Callback Before Digit Collection
Number, program a DN that termintaes the DID number dialed by the EHDU to request
callback.
For Blackberry® users and users of devices that support smart dialing, in the Hot
Desking – Callback After Digit Collection Number, users can store the callback DID
number.
SMDR Options Form (Optional)

Enable External Hot Desk User Reporting to include EHDU calls in SMDR reports.
Note
To create an outbound-only EHDU, omit the PIN in the Multiline IP Sets or
User and Device Configuration form and enable the Permanent Login -
External Only COS option. This is the recommended method of including non-
Mitel extensions in a Mitel hunt group or other type of group.
Outbound-only EHDUs cannot originate calls from MCD and have their
corporate telephone directory name and number presented to the called party.

HOT DESKING
EHDUs and PRGs Together
When Personal Ring Groups or Multi-Device User Groups (Standard or External Twinning) are
used in conjunction with External Hot Desking, the full benefits of both are realized. PRG
benefits are best seen after implementing EHDU, where you dial the prime DN and both the
internal and external devices start ringing. You can complete a handoff with mid-call facilities
from the external set to the internal device. For example, answering a call to your cell phone,
coming into the office on the call, then seamlessly handing the call off to the desk device.
16-29
; Lab 2 – Programming External Hot Desking Along With

Call Recognition Service
Reference

CALL REROUTING
17
Objectives
Know the difference between call rerouting and call forwarding.

Program call handling for Call Rerouting Always.
Program call handling for Call Rerouting First Alternative.
Program call handling for Call Rerouting Second Alternative.
Understand how several sets can share alternative answer points.
Provide alternate answer points for devices that are unanswered.
Identify the call rerouting timers that control rerouting.
17-2 Call Rerouting_rev9.doc

CALL REROUTING
Unanswered Call Handling
MCD provides users with effective ways to ensure their calls are answered. If a called set is
busy or fails to answer, the system can reroute the call to an alternate set. If the alternate set is
busy or fails to answer, the system can reroute the call to a second alternate set.
Note
Program the Post Call Destination feature in the Call Coverage Services form
to automatically forward callers to a specified destination if the called party
hangs up.
17-3
Call Rerouting and Call Forwarding

There are two ways to control where calls reroute when they are unanswered:
• Call Forwarding - programmed and activated from the set, users can specify which phone
they wish incoming calls to go to. Calls can be forwarded to different phones based on:
| External or internal call
| A busy phone or an unanswered phone
| Nothing; Calls are forwarded no matter what.
• Call Rerouting - programmed in the system database, users cannot control the call rerouting
of their phone. This ensures that even when the user has not forwarded their phone, calls to
the set will follow the call rerouting path and be answered at the alternative answer points.
Call forwarding overrides call rerouting.
Note
Set the Maintain Original Forward or Reroute Reason option to Yes in the
Shared System Options form to enable the system to maintain and display the
original reason for forwarding or rerouting a call on the nominated party's
phone or console.
Since the number a call can be forwarded to may be different than the number that same call
can be rerouted to, an order of precedence is required. The system treats the calls with this
precedence:
1. Call Forward – Always
2. Call Reroute – Always
3. Call Forward – Busy/DND and/or No Answer
4. Call Reroute – Busy/DND and/or No Answer
Note
Set the Display Caller ID On Single Line Displays For Forwarded Calls to Yes
to display the original caller ID on a single-line display set when it receives a
forwarded/rerouted call. The default is No.
This diagram summarizes the options and decisions made when programming call rerouting.

CALL REROUTING
17-5
Call Rerouting - Always

The system can reroute all calls to an alternate answer point. For example, you may wish to
reroute DID calls arriving at a set 1003 to an alternate answer point 1600 after normal business
hours. Call rerouting - always means that regardless of the condition of 1003, the calls ring at
1600.
There are four sources of a call to a set:
• DID Trunks
• TIE Trunks
• CO Trunks
• Internal Sets
You may select all, or any subset of these, to reroute always. The calling source(s) you want to
reroute are selected in the Call Rerouting Always Alternatives form. Program Reroute to devices
you wish to reroute, and No Reroute to devices you do not wish to reroute. Rerouting can be set
to happen when the system is in Day, Night1, and/or Night2 service. Here is an example.
Always Rerouting Example
When Should They Always Reroute?

What Devices Should Always Reroute?
Day Night1 Night2
DID Trunks X X
TIE Trunks
CO Trunks
Internal Sets

CALL REROUTING
DID calls to phones

with Always
Alternative Number
2 will reroute
directly to 1600.
Always Alternative
Number 2 applies to
1003 during Night1
and Night2.
17-7
; Lab 1 – Programming Call Rerouting – Always

Reference

CALL REROUTING
Call Rerouting First Alternative
First and Second Alternative Rerouting depend on the condition of the set receiving the call.
You can independently reroute the four calling device types depending on whether the called
set is:
• Idle
• Busy
• Not answering.
First and Second Alternative rerouting do not depend on the Day/Night1/Night2 operating
modes like Call Rerouting – Always does.
Note
Best practice is to never use Call Rerouting First Alternative rule number 1, as
it affects all sets by default. Use another rule to forward calls to voice mail.
Always start with rule 2, or you will reroute all hunt groups, all multicall
numbers, voicemail ports, etc.
Called Set Is Idle

In the example below, when 1003 is idle, you might want both trunk calls and internal calls to
ring the idle set and then reroute to 1200. If 1003 fails to answer, the system reroutes the call to
1200.
Called Set Is Busy

When 1003 is busy or in Do Not Disturb, you might want its trunk calls to reroute to 1200, but
not the internal calls. This would allow internal callers to camp on or send callback messages to
1003, while trunk calls are answered at 1200.
17-9
First Alternative Rerouting Example
Devices Rerouted When Busy Rerouted When Idle / No Answer

DID Trunks X X
TIE Trunks X X
CO Trunks X X
Internal Sets X
• Normal = Do not reroute this device type
• This = Reroute this device type to the designated DN.
• Last = Reroute this device type to the Second Alternative’s designated DN.
DID, TIE, and CO trunk calls will reroute to 1200 if 1003

First Alternative Number is busy or in DND. Internal calls receive normal busy
2 applies to 1003. tone. All calls to 1003 reroute to 1200 when 1003 is idle
and not answering.

CALL REROUTING
Call Rerouting Second Alternative
If the first alternative, set 1200, does not answer, you can reroute the call to a second
alternative, such as voice mail at 1900. You can independently enable rerouting to the second
alternative for each of the four calling device types.
The example reroutes all trunk calls, but no internal calls, to the second alternative 1900.
Leaving internal calls as Normal for the second alternative means they will not reroute to the
second alternative. If the target set is idle and unanswered, the calls will remain ringing at the
first alternative.
Second Alternative Rerouting Example
Devices Rerouted to 2nd Alternative

DID Trunks X
TIE Trunks X
CO Trunks X
Internal Sets
• Normal = Do not reroute this device type
• This = Reroute this device type to the designated DN.
• Last = Reroute this device type to the Second Alternative’s designated DN.
DID, TIE, and CO trunk calls to

1003 will reroute to 1900 if 1003
is busy, in DND, or doesn’t
answer and if 1200 doesn’t
answer. Internal calls receive
normal busy tone.
17-11
Sharing Alternative Answer Points
Once the Always, first, and second alternatives are defined, they can be applied to other
phones. In this example of sets sharing rerouting patterns, they are applied to sets other than
1003.
Call Rerouting 1st 2nd

DND
Number Alternative Alternative
Day Night1 Night2 Type
Number Number
1001 1 2 2 All 2 3
1002 1 2 2 All 2 3
1004 1 2 2 All 2 3
These numbers index the This number This number

Call Rerouting Always indexes the indexes the
Alternatives form. Call Rerouting Call Rerouting
First Second
Alternatives Alternatives
form. form.

CALL REROUTING
; Lab 2 – Call Rerouting to First and Second Alternatives
Reference
17-13
Call Rerouting Timers
When the target set and the first alternative set are busy, the call reroutes immediately to the
second alternative set. Timers are not required to limit the ringing duration since none of the
sets ring.
When the target set and the alternative sets are ringing but not answered, timers control how
long the call rings at each set before rerouting to the next alternative set.
The call rings at the target set for the duration of the Call Forward No Answer Timer. In the
following example, this timer is in 1003’s COS. Its default value is 15 seconds. When the 15
seconds is up, the call stops ringing at 1003 and begins ringing the first alternative set 1200.
The call rings at 1200 until the Call Rerouting Timer (CRR) or the Answer Plus System Reroute
Timer (A+SR) expires.
The Call Rerouting Timer is in the System Options form and the Answer Plus System Reroute
Timer is in the target set’s COS.
If the A+SR timer has any value greater than 0, the system uses it in place of the Call Rerouting
Timer. The default values are A+SR = 0 and CRR = 22 seconds.
Note
The A+SR timer is only available if ACD Agent licenses have been purchased.
Note
These timers start counting when the target set begins ringing rather than
when the first alternative set begins ringing. They must extend from the
beginning of the target set’s ringing to the end of alternative set’s ringing.
When the CRR or A+SR timer expires, the first alternative stops ringing and
the second alternative starts ringing.
If an Attendant Console or other station originally transferred a trunk call to the target set, and if
the final alternative fails to answer, the call returns to the Attendant Console or station that
made the transfer.
Before returning to the console or station, the call rings at the last alternative for the duration of
the No Answer Recall Timer (NART). The NART is in the incoming trunk’s COS. Its default is
17 seconds, and only applies to incoming trunk calls.

CALL REROUTING
The following diagram illustrates the timer interdependencies.
When the NART expires,

the call is returned to the
transferring device.
Programmed in
COS of the set.
Programmed in
Programmed in Programmed in COS of COS of
System Options target set. ACD licenses originating trunk.
form. required.
17-15
Call Rerouting Path
The rerouting first and second alternatives are only those programmed against the initial
destination set. They do not include rerouting first and second alternatives programmed against
other sets in the rerouting chain, such as against 1200 and 1250 in the example. But the call will
go to the Always Rerouting alternatives belonging to the first and second alternatives.

CALL REROUTING
Rerouting Planner
Always Originating Device

Directory
Alternative
DID TIE CO Internal Number
Number
1
2
3
4
1st Alternative Busy / DND No Answer Directory

Number DID TIE CO INT DID TIE CO INT Number
1
2
3
4
Busy / DND / No Answer Directory

2nd Alternative
Number
Number DID TIE CO INT Routed To
1
2
3
4
Call Rerouting 1st 2nd

DND
Number Alternative Alternative
Day Night1 Night2 Type
Number Number
17-17

MCD EMBEDDED VOICE
MAIL 18
Objectives
Program the Embedded Voice Mail (EVM) application.

Program voice mailboxes for end users.
Set system EVM parameters.
Set up the Auto Attendant.
Manage voice mail distribution lists.
Reference
On-Line Help > Contents > System Applications > Messaging > Voice Mail
(Embedded) > Programming
18-2 MCD Embedded Voice Mail_rev9.doc

MCD EMBEDDED VOICE MAIL
Introduction to Embedded Voice Mail (EVM)

The 3300 ICP has its own integrated, or embedded, voice mail system.
• The voice mail application supports up to 30 logical ports, with each port supporting a single
Auto Attendant and/or voice mail session.
• The voice mail application supports up to 750 voice mailboxes.
• The 3300 ICP hard drive provides 14.5 GB of space and supports approximately 130 hours
of voice message storage.
The EVM is included at system start up. No installation is required. There are system defaults
that get you started quickly, but user mailboxes and access to the voice mail ports must be
programmed.
EVM supports voice mail distribution lists and Auto-Attendant functionality.
Callers directed to a user’s mailbox can record a message that the user can later review. A user
can also record and send messages to other mailbox users.
Greetings and voice mail messages are stored on the system hard drive and are backed up to a
file on the LAN. The messages are encrypted when they are backed up.
There is a Telephone User Interface (TUI) for control and navigation of the voice mail
commands as well as a Graphical User Interface (GUI) for management of EVM, the mailboxes,
and the Auto-Attendant functions.
VM Port Capacity
Program the number of ports for voice mail in the VM Port Capacity form by entering the
Number of Ports field. Up to 30 voicemail ports can be assigned on the MXe controller. The
base CX and CXi controllers allow up to 4 ports and, with increased DSP resources, up to 16
may be supported.
Note
Changing VM Port Capacity requires a system reboot.
18-3
; Lab 1 – Setting Up Voice Mail

Reference

Managing Voice Mailboxes
Mailboxes can be added, deleted, or modified to suit the needs of the system users. These
activities can be accomplished from the System Administration Tool using either the User and
Device Configuration form or the VM Mailboxes form. Some of the activities can also be
accessed through the TUI.
Reference
On-Line Help > Contents > Forms Reference > Forms S to Z > VM Mailboxes
The programmable values for the mailboxes include:
• Mailbox Number, which is required.
• Name
• Extension Number, which may or may not be required, depending on the mailbox type.
• Passcode
• Operator Extension
• Mailbox type
• Prompt Language
• Operator Extension
• Notification Type
• Notification Number
• User Access
• Notification Schedule
• Max Number Messages
• Delete Messages After
• Messages Life (days)
• Date/Time Stamp
• Forward to E-mail
• E-mail
• Messages Forwarded
• Delete After Forwarding
• Visual Voice Mail Hunt Group
18-5
In the following example, two new mailboxes are added using the System Administration Tool.
All of the screens necessary to assign voice mail parameters are located under Voice Mail.
To add, change, or delete your mailboxes, select VM Mailboxes. The VM Mailboxes form is
shown below.
The bottom of the screen lists all of the mailboxes. Use the Change button to view the details of
the highlighted mailbox. To create a new mailbox, select the Add button.
The default passcode for mailboxes is 1111.
Mailbox 0 and 9999 are reserved for an operator’s mailbox and an administrator’s mailbox.

Mailbox Type is set to

Extension by default
Voice Mail Hunt Group pilot

number used by this
mailbox, used to deliver
visual voice mail information
to a set that supports Visual
Voice Mail
18-7
This is the same VM Mailbox being added using the User and Device Configuration form.

; Lab 2 – Managing Voice Mailboxes

Reference
18-9
Using Voice Mail
Before using the voice mail, record a greeting on the telephone and forward the unanswered
telephone calls to voice mail.
Recording and Playing Messages

Users accessing voice mail for the first time are prompted to enter their name and record a
greeting. For each of the extensions you added, enter voice mail and follow the prompts to
record a greeting.
Forwarding Calls to Voice Mail

As a best practice, do not set Call Forwarding on the telephones to send unanswered calls to
voice mail. Use a Call Rerouting First Alternative number to route to the voice mail hunt group.
This will take care of all users’ sets with one rule instead of going to each set and adding a call
forwarding rule. Call Forwarding is left alone so the users can set their own call forwarding rule
that may supersede the call rerouting rule. For example, have calls go to a cell phone instead of
voicemail. The user can then turn it off when they need calls to go back to voicemail.
Note
Remember to program a Call Rerouting First Alternative number for all sets to
route to the voice mail hunt group. Do this on all sets that require voice mail.
Direct Transfer to Voice Mail

Direct Transfer to Voice Mail transfers an active call directly to the called party's voice mailbox
instead of waiting for the system to transfer it there after ringing the called party's phone. Use
this feature when you know that the party is unavailable or when the caller only wishes to leave
them a voice message.
To transfer the call to a voice mailbox, press the Message key and then dial the destination
extension, or use a DSS or Speedcall key. The call is transferred unsupervised to the mailbox
owner's personal greeting while the transferring party's phone receives dial tone or returns to
idle. During the transfer setup, the caller is placed on soft hold and presented with Music on
Hold. To abort the transfer and reconnect the caller, press Cancel any time before the last digit
in the transfer destination number is dialed.
A FAC is provided for use on phones that do not have a Message key or that are using the key
for Visual Voice Mail. Consoles are provided a softkey for initiating the transfer.
Using the Message key or FAC is equivalent to dialing the pilot number of the voice mail
system. The actual pilot number dialed for a given transfer destination is determined by Call
Coverage Services provisioned for the destination.

Visual Voice Mail

Visual voicemail allows you to visually interact with your voice mail. It is only available on the:
• 5140 IP Phone
• 5230 IP Phone
• 5235 IP Phone
• 5240 IP Phone
• 5340 IP Phone
• 5360 IP Phone
It is not available for guest mailboxes on 5140 or 5240 IP phones.
You are automatically logged out of the system after 5 minutes of inactivity. Visual Voice Mail
shows the caller information for internal extensions that have a voice mailbox. All other calls are
displayed as Unknown Caller.
18-11
; Lab 3 - Using Voice Mail

Reference
; Lab 4 – Setting Up Visual Voice Mail (Optional)

Reference

Managing Distribution Lists
A Distribution List allows mailbox subscribers to send messages to several people at one time.
There are two types:
• Personal lists - set up by individual subscribers for their own use
• Global lists - set up by using the VM Distribution Lists form for use by all subscribers. Only
the system administrator can set up or change global lists.
Users can create up to 10 personal lists, numbered 050-059. Each list can have up to 750
contacts.
Up to 49 global lists can be created, numbered 001-049. A 50th list, number 000, is already set
up to broadcast messages to every local mailbox.
Select the Add button to add a new list. Select the Add Member button to add the mailboxes to
the selected distribution list.
From the Main Menu, press 7 for Distribution Lists. The TUI uses the Distribution list menu.
When prompted for the distribution list number, enter a two-digit number to represent one of the
lists, from 50 to 59.
18-13
; Lab 5 - Managing Distribution Lists (Optional)

Reference

Administrator and Attendant Mailboxes
The Administrator's Mailbox allows you to perform voice mail programming from a telephone.
Programming by phone cannot completely replace programming from the System
Administration Tool, but it is convenient for certain functions such as editing and deleting
mailboxes.
Caution
The Manager passcode should be given to the person who performs the day-
to-day operations, such as editing mailboxes and changing greetings. The
Manager passcode provides limited access to the database, thereby reducing
the likelihood of novice users causing serious disruptions to the system. Users
are still prompted to begin a new installation when they enter the Manager
Passcode but get the response Invalid Selection when they attempt to do
so. To protect system security, change the passcodes at first login and keep
them confidential.
The passcode used to log into the Administrator's Mailbox determines which functions can be
accessed.
• Manager Passcode - allows the user to perform all system administration, mailbox
management, and maintenance functions. They cannot add mailboxes, change the
administrator passcode, or change the passcode length.
• Administrator Passcode - allows the user to perform all the manager functions plus changing
the administrator passcode and passcode length.
• Technician Passcode - allows a technician to do all that the administrator can do, plus
adding mailboxes and changing the prompt languages.
Note
The three administrator mailbox passcodes are blank by default. All three
must be entered in the VM Options form to allow access to the mailbox.
Passcodes can be changed from the administrator mailbox once they are
entered in this form.
18-15
The passcode length is a system wide value. If passcode length is increased, all passcodes will
have zeros appended to them to match the new length. For example, if changing from 3 to 6
digits, 123 becomes 123000.
When decreased, passcodes are shortened starting with the last digit moving to the first. For
example, if changing from 6 to 3 digits, 123456 becomes 123.
Caution
Users should not attempt any other technician function codes other than the
one used above to change the passcode. Serious damage may result from
improper use. If the user changes the default technician passcode, they
should notify their service technician what the new passcode is.
Once the technician passcode has been changed, the technician should store
the new one for safe keeping.

Caution
The operator’s mailbox is mailbox 0 and the default passcode is 1234. It is
important that this passcode be changed at installation time.
18-17
; Lab 6 – Entering New Passcodes (Optional)

Reference

Managing EVM System Settings
EVM can support multiple prompting languages and reroute faxes to the programmed FAX
extension.
FAX Settings
EVM can detect a FAX tone and direct the call to an extension programmed as the FAX
extension. The FAX extension has to be an analog extension. The number could be across the
network.
• Status, such as Enabled / Disabled
• FAX Messages Extension
• Softkey Support
• Dial Any Extension Support
• Block Ext. That Begins With
• Digital Pager Callback Number
• Notification Calls
Prompt Language
You can view and program system default and alternate prompt language, and you can enable
or disable bilingual prompting.
• Default Language
• Alternate Language
• Bilingual Enable
• Language Change mailbox
Note
Disable bilingual prompting if bilingual support is not being used. Otherwise,
you can receive duplicate prompts in English within the Telephony User
Interface (TUI).
18-19
Managing the Auto Attendant
The auto attendant replaces a live operator and directs external callers to the appropriate
extensions or voice mailboxes. There are several things needed to set up the auto attendant on
the system. These include setting:
• Company business hours greetings based on:

| Night mode of the system
| Days of the week
| Opening time
| Closing time
• Company greetings
| Primary greeting
| Up to seven alternate greetings
| Which greetings are used for each port.
Use the administrator’s mailbox to record the primary and/or alternate greetings, or download
audio (.WAV) files to the system to use as auto attendant greetings. Greetings include:
• Primary greetings
• Bilingual welcome greeting
• Business open greeting
• Business closed greeting
• Alternate greetings
• Sets 2 to 8 and Guest Login/Alternate 9
• RAD greetings
Caution
Once the company greetings have been recorded, they replace the default
system greetings. They can only be restored by performing Knowledge Base
Article 06-6748-00003, or if a backup had been completed before the defaults
were changed.

Audio File Download

The downloaded audio files are preserved during a system backup or upgrade. They must be
G.711 WAV, A-law or mu-law (G.711), 8 bit, mono format.
Note
Verify the quality and clarity of the audio file before uploading it to the system.
Audio quality varies depending on the program used for the conversion. To
avoid customer complaints of poor MOH quality, listen to it on your PC
speakers first.
Note
Because each greeting uses a mailbox, voice mailbox licenses are needed to
download audio files for system greetings.
18-21
Preventing Unauthorized Access
The auto attendant feature is very similar to DISA in its operation. The only difference between
DISA and the auto attendant is that the caller listens to a recorded announcement instead of a
dial tone. This means that if the caller is on a dial-in trunk and is not COR-restricted, the caller
can dial ARS leading digits and place an outgoing call. Even a COR-restricted trunk can dial a
verified account code that could allow access to external trunks. For this reason, all sites with
auto attendant, dial-in trunks, and non-dial-in trunks should be toll controlled, with limited COS
options and a 12-digit account code to increase the level of difficulty encountered by
unauthorized callers attempting to place external calls.
If the auto attendant is not to permit external calls, use Interconnect Restrictions to control it.
Consideration should also be given to limiting the maximum digits dialed, as defined by the
COR number, to enhance the security.
There is a setting in the VM Options form called Restrict Numbers That Begin With. It is used to
prevent callers from accessing system resources, such as trunks and extensions, via the Auto
Attendant. Access is prevented by programming the system to deny transfers when the leading
digit dialed matches the leading digits of a trunk group access code, extension, or other system
resource.
For any type of interfaced Voice Mail/Auto Attendant, such as COV/ONS/E&M, proper
consideration should be made for toll control of COV and ONS VM/AA ports. Many peripheral
systems will simply perform a blind transfer to any digit sequence entered by the incoming trunk.
Some ONS VM/AA systems use station ports looped back onto loop-start trunks for message-
sending set-ups. All station ports used in loop-backs should be properly toll controlled, only
have the minimum required COS options, and be COR restricted.
External voice mail systems connected directly to a modem should also be connected to a
surveillance device.
Most voice mail systems require a password before access, so be sure this password is
complicated. It is important to change the passwords periodically, especially when anyone with
system access quits the job from either the site or the service provider.
Passcodes
In the VM Options form, enter passcodes to allow access to the administrator mailbox functions.
All three passcodes must be entered in order to access the mailbox. Passcodes must be digits
0-9 and be from three to six digits in length.
Passcodes can be changed from the administrator mailbox once they are entered in this form.
Upon restore of old EMEM database from previous version, the old pass-codes will be restored
in the system.

Mailbox security can be customized with these setting in the VM Options form.
Parameter Description Default

Enable Mailbox Enable to lock a mailbox after three failed login attempts. No
Lockout This option applies to all passcode-secured mailbox types.
Mailbox Unlock Time in minutes from before a locked mailbox is 3 minutes
Timeout automatically unlocked. It can be from 1 to 15 minutes.
Enable TUI Allow editing and deleting of mailboxes using the Disabled
Edit/Delete of administrator's mailbox.
Mailboxes
Auditing Logins and Logouts

The Audit Trail Logs form enables you to identify who has accessed the system. If there is an
unexplained programming change or an unexpected system activity, such as an unscheduled
database backup, another administrator could be responsible.
Separate logs are generated for each login and logout event. The logs are ordered by their time
stamp from newest to oldest.
The logs, starting with the oldest, are overwritten when the maximum file size of 5000 records is
reached.
The audit log file is not saved when you perform a system backup.
18-23
; Lab 7 - Setting Up the Auto Attendant

Reference

MUSIC ON HOLD AND
PAGING 19
Objectives
Identify the steps and procedures to install, program and test MOH.
Use the Audio File Manager to install, program and test an embedded
MOH scenario.
Identify the various connection points and programming steps required to
install and program Paging.
List the various steps required to install and program a 5485 IP Paging
Unit.
19-2 Music on Hold and Paging_rev8.doc

MUSIC ON HOLD AND PAGING
Embedded Music On Hold (MOH)
Music On Hold (MOH) provides callers with music or information while they are waiting for a call
to complete. MOH is provided when a call is on hold, transferred to a busy party, or camped on
to an extension.
Note
The customer provides the MOH source .WAV file.
An audio file downloaded to a controller provides embedded MOH. Sites can use multiple
embedded music sources. Up to 65 sources of music can be connected to each system. One
music source is for the system MOH and up to 64 alternate audio sources can be used for
system and tenant MOH and ACD path recordings.
Maximum Number of
Platform Total RAM Total Hold Time
Embedded MOH Sources
MXe with 512 MB
(1400-user controller)
16 MB 32 min. 64
CX/CXi 4 MB 8 min. 8
AX 2 MB 4 min. 2
Downloading Embedded MOH Audio Files

You can download audio files in .WAV format into the system to use as an embedded MOH
source for the system. The downloaded audio files are preserved during a system backup or
upgrade. The audio file must be G.711 .WAV format, 8 KHz, A-law or mu-law (CCITT G.711), 8
bit, mono format.
To download an embedded MOH audio file to MCD:
• Select the audio source you want to update. 0 = System MOH by default. When you
download an audio file, select an audio file ID number without an existing label unless you
want to overwrite an existing audio file.
• Enter the location / path of the audio file.
• Select Update to begin the download process.
• Dialog windows describe the status of the audio file download.
19-3
View Embedded Media Sources

Once you have downloaded an Embedded MOH audio file, it can be viewed, edited or deleted.
The Embedded Media Sources form lists the embedded audio files used for MOH. Use this form
to change the label on or delete an audio file. The files are listed by their audio file ID number.
The audio file ID numbers are used to identify embedded audio files when assigning them to
tenants or ACD paths. A label next to an audio file ID number indicates an existing audio file in
the system.
The Embedded Media Sources form also displays how much disk space is available in the
partitioned hard drive reserved for embedded MOH files.

; Lab 1 – Programming and Installing Music on Hold
Reference
19-5
Paging
Paging lets you connect to customer-provided loudspeaker/paging equipment to access
individual paging zones or all paging zones simultaneously.
The controller can have 16 Paging Zones, numbered 00 through 15. Zone 00 is an All Page, so
technically you can have 15 external, customer supplied paging amplifiers.
IP Paging
The 5485 IP Paging Unit provides an interface from an external paging amplifier to a Layer 2
switch port on the network, providing communication via TCP/ IP with the system.
The 5485 IP Paging Unit uses a local power source. A single 25-pair Amphenol cable connects
to the external amplifier using the Main Distribution Frame (MDF). The unit can be wall-
mounted. Two LED indicators on the J2 and J3 ports provide basic paging status information.
Each 5485 IP Paging Unit supports one paging interface to a customer-provided amplifier. If
more than one paging interface is needed, you can use multiple units.
The 5485 IP Paging Unit is programmed as a 5010 IP Phone.
The 5485 IP Paging Units are accessed using directed or group page and cannot access
loudspeaker paging zones.

5485 IP Paging Unit Pinouts
Pin Color Code Signal
9 BR/R Audio output, Positive

34 R/BR Audio output, Negative
36 BK/BL Relay Closure (normally closed)
37 BK/O Relay Closure (normally open)
11 BL/BK
Page Control input
12 O/BK
To program and install a 5485 IP Paging Unit:
• Program the 5485 IP Paging Unit as a 5010 IP phone in the Multiline IP Sets form or User
and Device Configuration form.
19-7
• Connect the system to the Ethernet LAN Port on the 5485 IP Paging Unit.
• Attach the paging adapter interface to the 9th pair of the 5485 IP Paging Unit.
• If required, attach the page control inputs of the paging adapter via the MDF to the 11th and
12th pair of the 5485 IP Paging Unit.
• Connect the 5485 IP Paging Unit power adapter.
• Connect the external speakers as required to the paging amplifier via the MDF.
• IP Paging uses the Direct Page feature.
Note
To reduce the risk of hum or other interference, install the 5485 IP Paging Unit
close to the paging amplifier and keep the cables to and from the unit as short
as possible. If unbalanced input or output equipment is used, you may need a
balancing transformer.
Direct Page
Direct Page allows you to page another telephone over its built-in speaker, even if the telephone
is in use. Direct Page makes the prime line of the paged telephone busy. A tone is heard at both
the paging telephone and the paged telephone before the Direct Page is established.
You can page another telephone when the paged telephone has placed the prime line on hard
hold.
If Handsfree Answerback is enabled for the paged telephone, a handsfree call can be
automatically established when a Direct Page is received. After Handsfree Answerback has
been enabled, the user can turn the feature on and off by pressing the Microphone or Mute key
on the telephone. When Handsfree Answerback is enabled and turned on, the Microphone or
Mute LED is on while the telephone is idle.

UPGRADING OR RELOADING
SOFTWARE 20
Objectives
Identify the different types of upgrades.

Understand how to do a full rebuild on a system.
Recognize how an FTP server is used during an upgrade or full install.
Learn how to upgrade the RTC and E2T firmware (3300 ICP only).
Comprehend how the system uses an active and inactive load and how to
switch between the two.
Differentiate between an offline and online upgrade.
Enable new licenses on a system if required.
Determine if a new software release is available.
Upgrade the system’s entire operating software.
Reference
Technician’s Handbook > Software Installation chapter.
20-2 Upgrading or Reloading Software_rev8.doc

UPGRADING OR RELOADING SOFTWARE
MCD Software
Downloading MCD Software from MOL

The MCD software and the MCD Software Installer (SI) Tool can be downloaded from the MOL
web site. See the following diagrams.
Hover over Support and then

select Software Downloads.
Select Mitel Communications Director.
20-3
Select the
appropriate MCD
variant.
Select the MCD

Installation
executable file
and save it.
Select the
appropriate MCD
variant.

Reloading
The procedures for completely reloading the software are very similar to upgrading the software.
Due to time restraints in the classroom, a full install will not be performed.
Upgrading
Software provides the MCD call control with its full operational functionality.
Note
Upgrading system software is covered this early in the training process
because when a new system is installed, it may not have the latest version
preloaded from the factory.
Reference
See the Scheduler Module to schedule:
• FTP downloads for unattended upgrades.
• Unattended software upgrades.
• Activation for unattended software upgrades.
New software is released at various intervals, usually to introduce new functionality into the
operating software or to address known problems.
The MCD software is packaged in such a way that the customer only needs to purchase the
required licenses. The features can be upgraded as the customer grows or as their applications
change.
If you are maintaining an MCD system, you may be required to enable new feature options or
license settings, or you may need to upgrade the operating software.
Software Assurance Program

Refer to MOL for more information.
The intent of the Software Assurance program is to:
• Stay Current – deploy the most recent software updates and maintain ongoing
supportability makes your job easier.
• New Functionality – take advantage of the new communications functionality.
• Achieve life cycle cost certainty – savings on new software releases when compared to
the purchase price. Additional savings through discounts associated with pre-purchasing
multi-year options will also guarantee cost certainty for that extended term.
20-5
Software Building Blocks
MCD software is divided into:
• Operating Software
• Options Licenses
• Customer Database programming
• IP Peripheral Boot files

All must be present for MCD systems to operate properly.
Note
Before upgrading software, always read the appropriate version of Release
Notes.
Types of Upgrades
License Upgrades
• Usually involves modifying the total allowed users.
• A Mitel Options Password or the AMC Application Record corresponding to the selected
license and option changes is required for the customer’s SYSID.
Software Upgrades
The three Software Upgrade options available when using the Software Installer Tool
are:
1. Software Upgrade
2. Full Install
3. Apply a Patch

Full System Rebuild – Manual Method

• Involves reinstalling the software release on your system, usually to recover from a hard
disk loss or corruption.
• Includes reinstalling the system software, reapplying the license and options, and
restoring your customer database.
• The software installation alone takes about an hour and restores the system to the
factory defaults.
• After completing a manual software upgrade, configure the licensing and restore the
database, which will also require a system reboot.
Note
During a full rebuild, the System IP address will remain unchanged; it will not
be defaulted back to 192.168.1.2 and 255.255.255.0, but the DHCP forms will
be defaulted to the 192.168.1.0 subnet.
Full Rebuild
The time spent on-site to rebuild an MCD system may take up to two hours.
Using the Software Installer Tool, an Upgrade or Full Install is reduced to approximately one
hour including a database backup, input of license and option information, and a database
restore.
During an offline upgrade, the system will be down for the entire duration of the upgrade
procedure. As a result, all telephony services from the system will be unavailable until the
upgrade is complete.
During an Online Upgrade, the bulk of the software upgrade occurs in the background on a
separate partition of the hard drive. The system continues to run call process during this time.
The only downtime is the single reboot required to swap the upgraded software to the active
partition.
Using FTP to Reload or Upgrade

An FTP server can be used to upgrade system software on MCD. An FTP Server is required for
a software upgrade, whether you use the Software Installer Tool or the manual method to
upgrade MCD.
An FTP server is provided within MCD. Choose the 3300 FTP Server option when using the
Software Installer Tool.
If an external FTP server is chosen, any FTP server application designed for the Windows
environment will work. Windows versions that can act as servers, such as Windows 2000, 2003
and XP, have one built into them within Internet Information Services (IIS). Other FTP servers,
such as GuildFTP and FileZilla, can be downloaded for free from the Internet. The PC hosting
the FTP server must connect to MCD through a LAN connection.
20-7
Upgrading the RTC and E2T Firmware (3300 ICP Only)

If the Release Notes indicate that it is needed, use the Maintenance command UpgradeBootrom
All to upgrade the RTC and E2T firmware.
Any time that you upgrade MCD software to apply a patch, upgrade to a new Service Pack (SP)
load or a new release load, because the system is already operational, it must be instructed to
check for any newer loads for the boot ROM.
The command compares the firmware in the RTC/E2T boot ROM against the load on the hard
drive. If the loads are different, installation proceeds.

Partition Information
There is a partition scheme on the system hard drive that creates an Active partition and an
Inactive partition. The About Dialog shows the software version in each partition on the hard
disk.
Swap Command
Use the SWAP command from the Maintenance and Diagnostics window to revert back to your
original software load.
If there is no compatible software version on the inactive partition, the swap will not be allowed.
Using the MCD Software Installer tool, you can schedule when the swap to the new software
occurs if you are performing an online upgrade.
20-9
Installation Executable File
To prepare for a system upgrade or install, you must put the MCD software files on your PC,
network, or FTP server on the customer’s network. If you are using an external FTP server, be
sure to verify that the FTP server service is configured correctly and running.
Download the MCD software from Mitel Online.
You must put the MCD_Installation_<Latest Rel>.exe file from MOL in a location on your PC or
network. If using an external FTP Server, use the FTP root folder.
Use the MCD_Installation_<Latest Rel>.exe file to extract the software into the correct locations.
The default location is C:\Program Files\Mitel\3300ICP\<software revision folder>.
The default condition is to use an external FTP server.
After an upgrade and the new load has become active, the original load remains in the inactive
partition.
Continue the
installation
wizard by
following the
prompts.

MCD Software Installer (SI) Tool
The MCD Software Installer Tool allows you to upgrade software on multiple systems
simultaneously, or it can install or upgrade one MCD at a time.
Up to 10 instances of the MCD Software Installer Tool interface may be launched from the main
window by clicking on the Configure button, assuming that the IP address data has changed
between each selection. The main window controls how many windows can be open at any
time, allowing you to perform simultaneous upgrades on multiple controllers.
Continue the
installation
wizard by
following the
prompts.
After the wizard has finished, start the SI Tool from the PC’s Start Menu.
20-11

The title bar displays the system IP address.
Select the Perform Upgrade radio button and then input the FTP server IP address and FTP
Account Name and Password. If you are using the MCD FTP server, input the location of the
upgrade files.
Offline - Takes the controller

offline and stops call
processing during installation.
It is not enabled when Full
Install is selected.
Online - Leaves the controller

online and call processing
continues until the swap of the
active and inactive partitions.
To use MCD’s
FTP server,
specify where the
install files are
located on your
PC or network.
20-13
Failover Considerations
Failover of resilient devices to a secondary MCD occurs in smaller groups. This helps to
maximize system availability by reducing the number of sets trying to register at the same time.
You can delay the Software Installer initiated failover for a specified period to allow users to
complete their calls.
You can stop upgrades and full installations while in progress and resume later from any
Software Installer client. The ability to stop and resume an installation is especially useful for
Full Installs, as it allows you to complete an installation, except for the system reboot, during
office hours, and then reconnect to the system after hours to reboot.
Managed Handoff
Use the Handoff Services Type (HST) Courtesy Handoff commands to transfer resilient IP
phones to the secondary controller when the primary controller needs to be rebooted.
Use the Embedded Digital Trunk (EDT) Courtesy Handoff command to force 3300 ICP T1/E1
trunks to the secondary controller without dropping any calls in progress.
After installing new software using the online upgrade option in the Software Installer tool, use
the SWAP command to swap the active and inactive partitions.
You can also use SWAP to reboot from your original software load.
You can execute the swap command manually, or you can schedule it from the MCD Software
Installer tool.

Online Upgrades Versus Offline Upgrades

You can upgrade a controller while it is offline, meaning out of service, or online, meaning in
service.
Offline upgrades:
• Are faster.
• Make the controller downtime longer because of the number of system reboots required.
They should only be performed during off-hours to minimize the impact of service
disruptions.
Online upgrades:
• Require only one reboot
• Are used if overall installation time is more important than downtime.
• Require 512 MB of RAM.

An upgrade is a five step process:
1. File transfer, or downloading the software load to the controller.
2. Software installation.
3. Data Preservation, or backing up and restoring the database.
4. Configuring Licenses and Options.
5. Software Activation with a system reboot.
With an offline upgrade, all five steps are done in succession, ending with a system reboot.
With an online upgrade, you schedule when the Data Preservation and Software Activation
happens, such as after the File Transfer is completed or at a specified time thereafter.
A sixth step is required for controllers with resilient devices. To minimize service outage during
an upgrade, such devices are transferred to their secondary controller while the primary is
rebooted. If the Software Installer detects the presence of resilient devices, it will prompt you to
start the transfer either immediately or after a specified waiting period elapses. An immediate
transfer terminates any active calls. Waiting allows time for users to complete their calls before
they are terminated.
For an online upgrade, a backup is made to MCD’s hard disk. You can choose whether or not to
export a copy of the database from MCD.
Note
Because the hard drive is formatted during a full install, the system is out of
service for the duration of the installation.
An upgrade leaves the voice mail partition untouched, so a voice mail backup and restore is not
required.
20-15
Optional License and Options Configuration – existing license and option information is applied
to the new load. If the customer requires any license changes, you may alter the information as
part of this process.
Database Restore – the database stored above on the hard disk is always restored. You can
choose whether or not to restore Hotel/Motel options.
Licensing is validated at the beginning of the upgrade or installation process. If successful, the
process continues.
If you are performing an online upgrade, you can schedule when the Software Activation occurs,
causing a swap to the new software.
The CX/CXi supports the one step upgrade process. A one step upgrade process is possible on
an AX if the secondary 4 GB flash card has been installed, in addition to the primary 2 GB flash
card and the required 512 MB RAM.

This is the window for an offline upgrade.
20-17
These are the windows for an online upgrade.
To schedule when
the database backup
and restore occurs.
To
schedule
when the
system
reboot
occurs.

Licensing Configuration
If License and Option Configuration is selected, you have the opportunity to retrieve the current
license and option selections.
Requirements for the Software Installer Tool on the PC to query the AMC Server, the PC must
have:
• An Ethernet card.
• Connectivity to the Internet.
• Connectivity to MCD.
• DNS configured via DHCP or in the network properties.

If the PC is behind a firewall, the firewall must allow connection to port 22, port 8222, or port 8.
20-19
If License and Option Configuration is selected, you have the opportunity to alter the following
option selections.

These are the windows displayed during an offline and online upgrade.
Offline Upgrade Online Upgrade
The installer monitors the progress and displays the following window. This window is for an
online upgrade. The offline window is similar.
20-21
The View Log button opens the log file in an appropriate text viewer, such as Notepad. Any
errors encountered during the installation are logged. If the upgrade was cancelled or fails, a
View Log selection displays the captured output from MCD.
The MCD Software Installer Tool can be used to install patches. Check the Release Notes to
verify.
Select Apply Patch to initiate a patch install. While Apply Patch is selected, the lower portion of
the window displays a text box and a corresponding Browse button. Use this text box and/or
Browse button to locate and specify where you have stored the patch load. The load must be
local to the client PC or a mapped network drive.
Use the radio buttons to choose whether to activate the reboot immediately following the patch
transfer or manually at a later time.

Manually Rebuilding MCD

In this section, the procedures for performing a full Operating Software rebuild will be outlined.
Prerequisites
• The operating software must be downloaded and installed on the FTP server.
• Obtain an up-to-date backup of the system’s database.
• Be able to connect to the AMC and obtain licensing information that is tied to the SYSID and
ARID of the system being installed. The System IP Properties form will need the DNS server
information programmed.
Manual System Rebuild

1. Create a current backup of the MCD database.
2. Download the new MCD software from MOL to an FTP server on the network.
3. Ensure that the FTP server service is running, properly configured, and able to
communicate with the controller over the IP network.
4. Download and review the Release Notes for the new software from MOL. Ensure that you
have the most recent version specific to this new software load. This requirement is
extremely important because procedures change from one software release to another.
5. On the FTP server, navigate to the downloaded software and launch
MCD_Installation_<Latest Rel>.exe. Answer the installation wizard questions.
Note
This executable will move all of the required files for the software installation
to the appropriate folder on the FTP server.
6. Access VxWorks with your terminal emulation program, such as HyperTerminal.

7. Type reboot and enter three spaces when prompted.
8. If needed, type h or ? to display the available commands.
20-23
Commands of interest
9. If needed, type p to display the current boot parameter settings.

10. Type c to change the current boot parameter settings. Typing cd will change the settings to
default. Be careful with this command, as the old settings will be gone.
Change the boot parameters so MCD functions as an FTP client, allowing MCD to
access the FTP server and request the transfer of the required files.
| boot device: motfcc
| file name: Boot_Install
| host inet: <IP address of the designated FTP server>
| The user and ftp password for the FTP server
Defaulted boot parameters
20-25
11. Type @ to continue the boot routine. Rebooting MCD will:

| Check the RAM.
| Format the hard drive.
| Pull the compressed copies of software from the FTP server to MCD.
| Extract the software from the compressed files.
| Reboot and load with new software installed.
12. After the software installation is complete, input the license information, restore the
database, and reboot MCD. Once the system is back up, DHCP will be running and the E2T
card will get its IP address.
Note
After you input the license information, restore the database and reboot. Keep
in mind that MCD will reboot a second time, after the restore is complete, in
order to load a fresh copy of the restored configuration into RAM.

New Software Releases
There are several ways that you can find out when the available software has been updated:
• Go to the MOL web site and check manually.
• Register for emails at the MOL Product Support web page. Use the Register/Cancel Email
Notifications link
• Contact Mitel Product Support (1-800-561-0860).

Only Mitel representatives can order the software updates from Mitel’s Order Desk.
Anyone else should contact their Mitel dealer or Mitel product representative for further details
regarding software upgrades.
Refer to the Software Assurance program discussed earlier.
20-27
; Lab 1 – Perform a Software Upgrade
Reference

MITEL INTEGRATED
CONFIGURATION WIZARD A
Objectives
When you finish this module, you will be able to use the Mitel Integrated Configuration
Wizard (MiCW).
Reference
Online Help > Contents > System Programming > Using the Mitel Integrated
Configuration Wizard
A-2 Mitel Integrated Configuration Wizard_rev9.doc

MITEL INTEGRATED CONFIGURATION WIZARD
Mitel Integrated Configuration Wizard (MiCW)

The MiCW allows you to perform initial system setup and user commissioning of an MCD
system with software and the following Mitel Applications Suite (MAS) applications only:
• Unified Communicator Mobile

• TeleWorker
• NuPoint Unified Messaging
• Speech Auto Attendant
• Audio and Web Conferencing
This module addresses its use with the system only. The wizard is installed on a maintenance
PC and then run while the PC is either connected to or disconnected from the controller and the
MAS server.
After the system configuration is complete, save the file for future application to the controller
and server. Further customization can be done by importing .csv files using the wizard and by
using ESM and the MAS User and Services application.
Supported Installations
The Configuration Wizard supports the following installations:
• Initial installations of MCD either as a standalone system or as part of a network or cluster

• Initial installation of MAS applications
• Adding new users to existing installations originally configured using the MiCW.
Configuration Activities Not Supported

The Configuration Wizard does not support the configuration of existing MCD and MAS
installations beyond the adding of new users. It is not used for day-to-day administration.
The MiCW does not support the configuration of:
• New applications on existing, or pre-configured, MCD and MAS systems.

• Existing applications and services on any MAS system older than release 4.0
• Resilient applications other than NuPoint and Speech Auto Attendant
• Standalone applications such as NuPoint on MAS
• Previous MCD releases
A-3
The Configuration Wizard does not include programming for:
• ACD Agents
• Attendant Consoles
• NSUs or external ASUs
• 52xx series sets
• DNIC phones
Defaults Applied to MCD by the MiCW

The following is a list of the forms programmed by the MiCW. The list is arranged by page.
Forms marked with an asterisk do not have defaults; all data is supplied by the user.
Reference
Online Help > Contents > System Programming > Using the Mitel
Configuration Wizard > Defaults Applied to the 3300 ICP
Services Pages
• VM Ports (3300 ICP Only)
• VM Port Capacity (3300 ICP Only)
• VM Business Hours Settings (3300 ICP Only)
• VM Options (3300 ICP Only)
• VM Mailboxes (3300 ICP Only)
• External Visual VM (3300 ICP Only)
• Hunt Groups
• Telephone Directory
• Class of Service Options (for Users)
• Class of Service Options (for Voice Mail ports)
• Class of Service Options (for Services)

System Identification Page

• System IP Properties*
Note
System IP Properties data, such as System Name and IP Address, are
entered on this page only if at least one application is selected on the
Services page; otherwise, the data is entered on the System Information
page.
System Information Page

• System IP Properties*
• Network Elements*
License Page
• License Options Selection*
DHCP Server Page (3300 ICP Only)

• DHCP Server*
• DHCP Subnet*
• DHCP IP Address Range*
DHCP Options Page (3300 ICP Only)

• DHCP Options*
Modules and Framers Page (3300 ICP Only)

• Controller Module Configuration*
• Resilient T1/E1 Framers*
• Dual T1/E1 Framers*
• Quad BRI Framers*
A-5
Trunks Page
• Trunk Groups
• CO Trunk Circuit Descriptors (3300 ICP Only)
• Analog Trunks (3300 ICP Only)
• Analog Services Units (3300 ICP Only)
• Digital Link Descriptors (3300 ICP Only)
• Digital Links (3300 ICP Only)
• MSDN-DPNSS-DASSII Trunk Circuit Descriptor
• Digital E and M Trunk Circuit Descriptors (3300 ICP Only)
• Digital Trunks (3300 ICP Only)
• Class of Service Options (for Trunks)
• Class of Restriction Groups
ARS Routes Page

• ARS Routes
ARS Page
• ARS Digits Dialed
• ARS Leading Digits
Generate Users and Services Page

• User and Device Configuration
• Multiline Set Keys *
• Station Attributes
• Call Rerouting
• Call Rerouting First Alternatives
• Call Rerouting Always Alternatives
• Class of Service Options (for Users)
• Personal Ring Groups

AX Cards Page (3300 ICP Only)

• Analog Services Units
• Card Assignment*
Other Forms
• ICP/PBX Networking
• Cluster Elements
• System Options
• Feature Access Code
• ARS Digit Modification Plans
• System Access Points
• SMDR Options
• ARS Call Progress Tone Detection
A-7
Installing the Wizard

The MiCW is installed onto a maintenance PC running Windows 2000, Windows XP
Professional, or Windows Vista (Business or Ultimate), or Windows 7 (Professional, Ultimate, or
Enterprise) or Windows 8 operating system. To download and install the software from MOL:
1. Log on to MOL.
2. Hover over Support and then select Software Downloads.
3. Select Mitel Communications Director.
4. Select the appropriate MCD release.
5. Select the MiCW software link.
6. Download the file to your PC hard drive.
7. Run the executable file and follow the prompts to install the software.
Running the Wizard

The steps to run the wizard are best followed in the Online Help file.
Reference
Online Help > Contents > System Programming > Using the Mitel Integrated
Configuration Wizard
The configuration screen flow is as follows:
• Starting a Configuration
| Create a new configuration
| Open a previously saved configuration
• System Parameters
| System Name, System IP Address, and Platform Type
| MAS IP Address
| Site Information, including Country/Region. Upon selection of the Country/Region, the
prefixes and Local Emergency fields are automatically popluated. The email server is
defined here.
• Licenses and System Options
| Sync with AMC or configure manually
| Select Extended Agent Skill Group and/or Extended Hunt Group, change Max Elements
per Cluster, Max Configurable IP Devices, Extended Hunt Group, and 5560 extended
key lines.
| Select location of Help files.
• Local Area Network Connection – Subnet Mask, Gateway IP Address, L2 Switch IP
Address, DSCP Value, and DNS Server IP Addresses
• Date and Time – time zone, date, and time, and selection of date and time source
• Embedded DHCP Server and Options (3300 ICP only) – enable embedded DHCP server
and program all DHCP settings and options
• Applications
| Single MCD or MCD Cluster information
Create New Cluster
Join Existing Cluster
Modify Existing Cluster Element
| Selection of Hot Desking Devices, DID Embedded on MCD, VM Embedded on MCD
(3300 ICP only), and Dynamic Extensions
• Controller Modules and Framers – module types and port types (3300 ICP only)
• Trunks (two screens)
| Configure Answer Point
| Configure SIP Trunks
| Configure Digital trunks
| Configure Analog Trunks
• Route Assignment – assign Type of Call, Trunk Group, and COR Group to Route Numbers
• Automatic Route Selection (ARS) – route calls based on digits dialed and digits to follow
• Applications Resources and Options
| Embedded VM (3300 ICP only)
| Dynamic Extensions
• Hot Desk Devices – adding and deleting
• Automatically Generate Users and Services
| User names
| Extension and/or Dynamic Extension
| Enable user VM
• User Information – define prime contact number, email address, and COR
• Office Extensions – define extension number and device type
• Dynamic Extensions-External Numbers – define prefix and external number for EHDUs
• Personal Ring Groups and Multi-Device User Groups – group programming
• Groups – Hunt Groups, Page Groups, Pickup Groups, and Ring Groups.
• Group Members – add members to the groups
• Advanced Configuration – import spreadsheet
A-9
Importing Files
The MiCW lets you import .csv files to further customize or extend the initial configuration.
• To import MCD data, create the required .csv import files using the ImportSpreadsheet.xls
file or load the spreadsheet into the wizard and let it generate all the .csv files in one shot.
• To import MCD and MAS users, create a .csv import file using the
UserServicesTemplate.csv file.
Importing files is covered in another module.
If you want to remove a .csv file from the list, select the file and click Delete.
Caution
If you import a .csv file associated with a form that is modified by the MiCW,
you will overwrite your wizard selections.

INTERCONNECT
RESTRICTIONS B
Objectives
When you finish this module, you will be able to restrict devices from calling each other.
B-2 Interconnect Restrictions_rev8.doc

INTERCONNECT RESTRICTIONS
Interconnect Restriction
Interconnect restrictions are used to prevent certain devices from connecting to other devices,
such as phones, trunks, modems and fax machines. For example:
• Restricting a lobby phone from calling office extensions
• Blocking trunk to trunk connections

Whenever you wish to always restrict one device from calling other devices on the system, you
must program the restriction in the Interconnect Restriction table. It defines which devices can
call other devices and restricts a one-way connection with each entry. It controls which devices
can call or be called by other devices based on the Interconnect number assigned to each
device.
To make the restrictions effective, assign the Interconnect numbers to the devices you wish to
restrict in the appropriate device forms.
There are several device forms where you can assign interconnect numbers:
• Analog Sets
• Single Line IP Sets
• Multiline IP Sets
• Single Line DNI Sets
• Multiline DNI Sets
• IP & DNI Consoles
• Analog/Digital Trunks
• IP/XNET Trunk Profiles
• VM Ports
The Interconnect number is used in:
• The Intercept Handling form, which allows you to program how the system is to treat various
intercept conditions as they arise in call processing.
• The Hospitality application in conjunction with the Curfew feature. Hospitality is covered in
another module.
Note
MCD provides a maximum of 75 Interconnect Restriction numbers.
• Interconnect Restriction number 65 is for reserved for use by ARS for

routing calls over Direct IP Routes.
• Interconnect Restriction numbers 66-75 are reserved. Do not program.
B-3
As shown in the diagram, the multiline sets with interconnect number 1 are restricted from
calling multiline sets with interconnect number 5. Extensions 2151 and 2152 cannot call
extensions 2154 through 2156.
This restricts devices with

Interconnect Number 1 from
calling devices with
Interconnect Number 5.
Device Extension Interconnect Number

2151 1
2152 1
2153 3
2154 5
2155 5
2156 5
Interconnect restrictions cannot be overridden by user features. A third party can act as a bridge
to conference restricted devices. If the third party leaves the conference, all members are
dropped from the call due to the interconnect restrictions.

INTERCONNECT RESTRICTIONS
; Lab 1 – Establishing Restrictions Between Devices
Reference
B-5

TENANTING
C
Objectives
List the major steps required to implement a Tenanting application.

Design and implement a small Tenant application.
C-2 Tenanting_rev8.doc
TENANTING
Introduction to Tenanting
Tenanting allows a single controller to be partitioned among a number of tenants and configured
to look like a separate system to each tenant. Up to 64 small businesses, or departments of a
larger business, can share features and capabilities of the system.
Consoles, CO trunks, and dial-in trunks can be allocated individually to each tenant or shared
between tenants as shown in the following diagrams. Switching to night service can be done
centrally, or on a tenant-to-tenant basis. Calls through the system can be blocked, so tenants
can only call each other on CO trunks.
Some system features are enabled for each tenant individually while other features are shared
by all tenants. You can define groups such as Attendant Groups, Trunk Groups, and Multiline
Appearances with devices belonging to different tenants.
C-3
TENANTING
Planning Tenanting
Because tenants can be allowed to connect to each other, extension numbers must be unique
across the entire system.
You can have up to 64 tenants, including the landlord Tenant 1. Unless otherwise programmed,
all phones, consoles, and trunks are in the landlord group. Tenant 1 will always be able to
contact all the other tenants. No permissions need to be granted to Tenant 1.
Note
Tenanting is not supported on systems with:
• Networked or clustered configurations.
• Resiliency.
• Hot Desking.
In addition, IP trunks are not tenantable resources.
Some tenants may be allowed to access only specific trunks. ARS checks the tenant
interconnection table to verify if a caller may access a particular trunk. If the first choice trunks
are not available to a particular tenant, the system skips them and takes the next choice trunks
instead. The system automatically searches available trunks from first choice to last choice as it
attempts to find a free trunk.
• Each tenant can have its own MOH source.
• Callers placed on hold will receive the MOH of the tenant of the call holder.
• External callers placed on hold by an attendant will receive the MOH of the tenant to which
the DID/DDI number or answer point is assigned.
• Hunt groups may contain members from multiple tenants.
• Group page, call park, and other similar features function for all sets independently of tenant
assignment.
• Calls cannot be forwarded or rerouted to a set in another tenant unless both tenants in
question have permission to call each other. This also applies to campon, trade, conference,
intrude, callback and other similar features.
C-5
Programming Tenanting
In the Tenants form, program the information for each tenant. All inter-tenant connectivity is
restricted except as defined under Permissions Granted.
For each device and trunk not in the landlord group, enter the tenant number in the appropriate
form:
• User and Device Configuration
• Analog Trunks (3300 ICP only)
• Digital Trunks
• DNI Consoles (3300 ICP only)
• IP Consoles
• Single Line DNI Sets (3300 ICP only)
• Single Line IP Sets
• Multiline DNI Sets (3300 ICP only)
• Multiline IP Sets
• Wireless IP Sets
TENANTING
C-7
Night Service
Switching to night service can be done centrally or by individual tenants. Central control means
that tenant 1, or default tenant, controls the system’s day/night service status. It is also referred
to as the Landlord group. For example, consider initial conditions like this.
Tenant Tenant’s Leader Status

1 1 Day
2 1 Day
3 1 Day
4 1 Day
When the leader goes into night service, the other tenants also go into night service.

1 1 Night
2 1 Night
3 1 Night
4 1 Night
TENANTING
Individual tenants can control night service status by applying the day/night status to the phones
and trunks in that tenant group.

1 1 Day
2 2 Day
3 3 Day
4 4 Day
When a leader(s) goes into night service, the other tenants are not affected.

1 1 Day
2 2 Night
3 3 Day
4 4 Night
C-9
Another tenant designated as the night service leader can also control tenant night service.
When the night service leader changes the day/night status, the associated tenants’ night
service state is also changed. In this example, tenant 2 has been designated the leader.

1 1 Day
2 2 Day
3 2 Day
4 2 Day
When leader 2 goes into night service, the associated tenants are also put into night service.

1 1 Day
2 2 Night
3 2 Night
4 2 Night
TENANTING
Programming Music on Hold
In the Tenants form:
• In the Audio Source list, select one of the following:

| Default, for system MOH source
| Embedded, for tenant-specific embedded MOH source
| External, for tenant-specific analog or digital MOH source
• If you selected an embedded music source, select the audio source ID assigned to the
tenant.
• If you selected an external music source, enter the Directory Number of the source assigned
to the tenant.
In a multi-tenant application, music is presented to the held parties in the following order:
• Music programmed and configured for the tenant.
• Music programmed and configured for the system.
• Music programmed and configured for the held party.
• If no MOH has been programmed and configured, the held party hears silence.
C-11
Maintenance
The CP SERVICE DAY/NIGHT1/NIGHT2 maintenance command will put the default tenant into
the specified day/night service. Other tenants defining Tenant 1 as night service leader will be
affected the same way.
The new LOCATE TENANT 1-n | ALL command will list the names and status of the tenant
numbers specified.
TENANTING
; Lab 1 – Programming a Tenant

Reference
C-13
SPEED CALLS
D
Objectives
Define the four speed call types and how they are used.
Program Speed Call – User.
Program Speed Calls - Personal.
Program Speed Calls - System.
Program Speed Calls – Customer Data Entry (CDE).
Reference
Online Help > Contents > System Features > Features S to V > Speed Call –
User
Personal
System
CDE Speedcall
D-2 Speed Calls_rev9.doc

SPEED CALLS
Speed Calls
Speed Calls, also known as Speed Dialing, allows users to call specific numbers by pressing a
single, pre-programmed key, or dialing an abbreviated number. The system provides the end
user with four different types of Speed Calls:
• User Speed Call - Speed Call Keys allow you to store external numbers under feature keys
for faster dialing. You can press a Speed Call Key to dial a phone number or, during a call,
to outpulse DTMF tones.
• Personal Speed Call - lets you store and dial frequently-used numbers by using access
codes and index numbers.
• System Speed Call - allows users to speed dial phone numbers that the administrator has
programmed into the system. Users initiate a system speed call by dialing an abbreviated
Speed Call Number. Only the administrator can store system speed calls, although all users
can dial them.
• Customer Data Entry (CDE) Speed Call - allows users to speed dial phone numbers that the
administrator has programmed into the system. The administrator programs the number into
a CDE speed call key on a user's set through the Multiline Set Keys form. Users initiate the
speed call by pressing the key.
D-3
The following diagram shows some examples of how speed calls can be used.

SPEED CALLS
Speed Calls - User
Speed Call Keys allow you to store external numbers under feature keys for faster dialing. You
can press a Speed Call Key to dial a phone number or, during a call, to outpulse DTMF tones.
A trunk flash or a pause can be inserted into a Speed Call.
When the system encounters a pause while dialing a Speed Call string, the system ceases
dialing for the duration of the pause. When the pause ends, dialing resumes. To create a longer
pause, use multiple pauses.
To add a pause while programming a Speed Call number, press Hold/Retrieve, Hold, or Pause.
Programming
Users can store speed calls directly under the personal keys on their sets. If a user makes a
speed call private, the speed call number is not displayed in the system administration tool
forms.
The system administrator can program User Speed Call keys for a user’s set from the Multiline
Set Keys or 5235 Idle Softkeys forms. User Speed Call keys cannot exceed 26 digits.
Operation
To operate, the user simply lifts the handset and presses the Speed Call key.
D-5
; Lab 1 – Programming User Speed Call Keys

Reference

SPEED CALLS
Speed Calls - Personal
An administrator can assign personal speed calls to a station, allowing users to store and
retrieve frequently used numbers by dialing access codes and index numbers.
Each user can be assigned a maximum of 100 personal speed calls in blocks of 10. The total
number of personal speed calls in the system is listed in the System Capacity form. The speed
call index must be a two-digit number from 00 to 99.
Using the programmed access codes, a user can store up to 26 digits per speed call.
Programming
To program Personal Speed Calls:
• Assign a block of personal speed call numbers to the station. Assign up to 100 in multiples
of 10, on the Personal Speed Call Allocation form.
• Assign Feature Access codes for:

| Personal Speed Call – Invoke
| Personal Speed Call – Store
| Personal Speed Call – Remove
Operation
To dial a Speed Call number:
• Lift the handset.
• Dial the Personal Speed Call-Invoke feature access code.
• Enter a personal speed call index number. It must be a two-digit number.

To store a Speed Call number:
• Lift the handset.
• Dial the Personal Speed Call-Store feature access code.
• Enter a two-digit personal speed call index number, from 00 to a maximum of 99.
For numbers 0 to 9, add a leading zero. For example, 00, 01, 02, 03 and so on.
• Dial the number to be stored and hang up.
D-7

SPEED CALLS
Displaying a User’s Personal Speed Call Numbers

The Personal Speed Calls form allows an administrator to view any user’s list of personal speed
call numbers. The list can be printed for the user.
D-9
; Lab 2 – Allocate Personal Speed Calls to Users
Reference

SPEED CALLS
Speed Calls - System
The system administrator programs system speed call numbers. Access to a system speed call
number is available to all phones within the system.
System speed calls let users dial a short number in place of a longer one. All users have access
to system speed call numbers. The administrator defines the system speed call number entries.
In the following example, the user may dial the 3 speed call numbers shown to access offices in
the 3 remote locations.
The database administrator usually equates the speed call numbers to the telephone numbers
of commonly called business locations such as branch offices.
D-11
System Speed Calls and Toll Restriction

Each system speed call number may have Overrides Toll Control set to Yes or No. If it is set to
No, the system only allows the calling extension to make the speed call if its COR allows it. If it
is set to Yes, the system does not look at the calling extension’s COR. This allows a normally
restricted phone to dial offices in remote locations.
System Speed Dials Used for DID Conversions

In the event that purchased DID numbers do not match the extensions that they will route to, it
is necessary to utilize System Speed Dials to route the calls to the appropriate destination.
Simply program a system speed dial that matches the DID digits received, and then program
the System Speed Dial destination to the appropriate extension.
Programming
To program system speed call numbers:
• Enter the Actual Numbers to be dialed into the System Speed Calls form. This can be up to
26 digits.
• Enter the Speed Call Numbers that the user dials. This can be up to seven digits.
• To allow all users to dial the System Speed Call, even if they would normally be restricted
from doing so in the Class of Restriction, enable Overrides Toll Control in the System Speed
Calls form.
Operation
To operate, the user simply lifts the handset and dials the Speed Call number.

SPEED CALLS
; Lab 3 – Programming System Speed Call Numbers
Reference
D-13
Speed Calls - Customer Data Entry (CDE)
This feature allows users to speed dial numbers that the administrator has programmed into the
system. The administrator programs the number into a CDE Speedcall key on a user's set
through the Multiline Set Keys or User and Device Configuration forms. Users initiate the speed
call by pressing the key.
CDE Speed Call numbers cannot exceed seven digits in length. Users cannot modify CDE
Speed Call numbers from their sets.
CDE Speed Call allows for special characters to be used in the dial string. This is helpful when
programming a digit string that will enable a call to be parked on a specific park zone. For
example, the access code for the park feature has been programmed as *51 and we want to
park all calls on park zone 1000. If the administrator programs a CDE Speed Call button with
the digit string *511000, it will allow a single button to be pressed to park the call to zone 1000.
Another example is the ability to utilize a single button to enter an account code. The button can
be programmed to include the feature access code followed by the account code to be
registered.
Programming
To assign a system speed call as a CDE Speed Call key on a user's set:
• In the User and Device Configuration form, double-click the user's DN.
• Select the Keys tab.
• Select a button that is Not Assigned.
• Set the Line Type to CDE Speedcall.
• In the Button Directory Number field, enter the number. There is a maximum of seven digits.
For more than seven digits, the user can be provided a CDE Speed Call button by the
administrator. The CDE Speed Call button dials a System Speed Call number (7-digits max,
also by the administrator), which translates the digits up to 26-digits max.
Operation
To operate, the user simply lifts the handset and presses the CDE Speedcall Key.

SPEED CALLS
; Lab 4 - Programming CDE Speed Calls
Reference
D-15

INTERCEPT HANDLING
E
Objectives
When you finish this module, you will be able to use Intercept Handling.
E-2 Intercept Handling_rev8.doc

INTERCEPT HANDLING
Intercept Handling
Intercept handling lets the system control what happens to a call when it cannot be completed to
the required destination.
Intercept handling treats user-generated error conditions in two ways:
• Presents dial tone or reorder tone
• Reroute to the directory number of an extension, attendant console, hunt group, or

Recorded Announcement Device (RAD)
E-3
By default, the system sends reorder tone to every intercepted call. Each error condition can be
treated individually. For example
• A toll denied call is intercepted to reorder tone
• A call to an attendant in night service is intercepted to a RAD
• An invalid account code returns dial tone allowing additional attempts at entering a correct
account code
Note
MCD provides a maximum of 45 Intercept Handling numbers.
• Intercept Handling number 35 is for for use by ARS for routing calls over
the Direct IP Route.
• Intercept Handling numbers 36-45 are reserved. Do not program.
Programming Intercept Handling

In the Intercept Handling form:
• Select an Intercept Number.
• For each error condition, change the tone or enter a DN as required.
Note
Because most callers do not need to receive anything more than a reorder
tone, it’s a good idea to leave the first instance of the Intercept Handling form
in its default condition.
In the Station Attributes form, assign an Intercept Number to each DN.
In the Trunk Attributes form, assign an Intercept Number to each Trunk Service Number.
Note
Trunks should have different intercept numbers than phones so that internal
and incoming calls are treated differently.

INTERCEPT HANDLING
Extension 1004 will ring extension

1001 if the user dials 0 while the
system is in night mode.
It will ring extension 1550 if the user
violates ARS toll restrictions.
E-5
; Lab 1- Changing Intercept Handling
Reference

ACCOUNT CODES
F
Objectives
Program and use Account Codes to change the COS and the COR for a
call.
Program and use Account Codes to record calls in billing records.
F-2 Account Codes_rev8.doc

ACCOUNT CODES
Account Code Types
Account codes allow you to access features that are normally not available at a phone. Before
making a call, enter an account code to change the COS and COR privileges at any phone.
When you hang up, the phone returns to its original operating parameters.
SMDR can track the use of account codes for billing purposes. Account codes can also be
reported in internal SMDR logs.
The five types of account codes are:
• Verified Account Codes
• Non-Verified Account Codes
• System Account Codes
• Default Account Codes
• Forced Account Codes
Verified Account Codes

Verified account codes allow access to certain features normally not available at a phone. For
example, making long distance calls from a phone that does not normally allow this type of call.
With verified account codes, you can change the COS and COR at any phone. When you enter
a valid account code number, the system assigns the phone the COS and COR associated with
that account code. This is also known as Travelling Class of Service and Class of Restriction.
Verified account code numbers can be tracked in SMDR.
Non-Verified Account Codes

Non-verified account codes let you enter codes on the SMDR record for billing and call
management purposes. For example, a law office can use non-verified account codes to keep
track of the amount of time a lawyer spends on the phone with specific clients. During a call, you
can enter non-verified account codes as often as needed. The system accepts any number as a
non-verified account code.
System Account Codes

System account codes are automatically outpulsed by the system when outgoing calls are made
on specialized carrier trunk circuits. When a user makes a call on one of these circuits, the
system account code is automatically outpulsed by the system and used by the carrier to
validate and record details of the call.
F-3
Default Account Codes

Default account codes are entered automatically by the system each time a user dials an
external number.
Forced Account Codes

Forced account codes must be entered before a call can be made. There are two types:
• Verified
• Non-Verified

ACCOUNT CODES
Changing Phone Privileges With Traveling COS and COR
Using verified account codes, a company may want to provide some employees with access to
long distance calls and certain phone features. Verified account codes allow the user to change
user privileges on phones that normally do not have access to long distance calls or specific
phone features. As soon as a user hangs up after using the account code, the set returns to its
normal condition.
In this example, sales people must enter a verified account code before dialing a long distance
number in order to track and bill the calls. A user who enters the verified account code number
123456789012 will assume the characteristics of COS 1 and COR 6.
Planner
_______________________
Extension _______1002____________
Numbers _______1003____________
_______________________
COS Number for
Sets
3
Feature Access **3

Code for
Account Code
Verified
(Independent) COS Number COR Number
Account Codes
123456789012 1 6
210987654321 1 4
888777666444 1 3
F-5
Programming the Changing of Set Privileges

These are programming form examples.
The system will

only accept
Verified
Account Codes
if the code is in
the Independent
Account Codes
form.
COS 1 ensures
that the external
calls are
recorded in the
SMDR records.
COS 3 allows
the set to dial a
Verified
This FAC precedes the

Account Code number.

ACCOUNT CODES
; Lab 1 - Changing Set Privileges
Reference
F-7
Tracking and Billing Calls
A customer may want to include account codes in SMDR records to record incoming and
outgoing calls for billing or call management purposes. For example, a law or accounting office
may want to bill clients who call for consultation. To do this, the SMDR record for the system
needs to include not only the telephone number of the phone that receives the call, but also an
account number to identify the customer.
If the customer wants to bill clients for consultation, they can assign an account number to each
client. When a client calls for a consultation, the consultant simply enters the account code
number of the customer while the call is in progress. The account code number creates an
SMDR record that includes the telephone number of the phone that receives the call, and the
account number that identifies the customer who called.
Account codes used for billing or management purposes change as client’s change and are not
verified by MCD. These non-verified account codes can be programmed as either forced or not
forced.
• A Non-Verified Account Code - Not Forced is entered during a call.
• The Non-Verified Account Code - Forced is entered at the beginning of the call. After the
user dials the external number, the system returns dial tone and does not extend the call
until the user enters an account code. This feature is useful when a law or accounting office
wants to make sure calls made on behalf of clients are always captured in the SMDR
records.

ACCOUNT CODES
Non-Verified Account Codes - Not Forced

In this example, a law office wishes to track and bill a client who calls into the system.
The system must be programmed to include Non-Verified Account Codes - Not Forced in its
SMDR records for all incoming and outgoing calls.
Planner
____1002_____
____1003_____
Extension Numbers
____1004_____
_____________
SMDR Options
Report Account Codes Yes

Report Incoming Calls Yes
Report Outgoing Calls Yes
Class of Service Options
Class of Service Number 11

Forced Non-Verified Account No
Code
Non-Verified Account Code Yes
SMDR - External Yes
Feature Access Code
Non-Verified Account Code **4
F-9
Programming Non-Verified Account Codes - Not Forced

This adds Account

Codes to the SMDR
records.
These create
SMDR records for
both incoming and
outgoing calls.
This allows users to

enter one or more
Non-Verified
Account Codes This FAC precedes the
during a call. Account Code number.

ACCOUNT CODES
; Lab 2 - Tracking and Billing Calls Using Non-Verified

Account Codes - Not Forced
Reference
F-11
Forced Account Codes
There are two types of Forced Account Codes:
• Verified
• Non-Verified
With forced verified account codes, you must enter the account code as soon as the phone
goes off-hook and before you dial a telephone number.
With forced non-verified account codes, you must enter the account code after you dial the
telephone number.
Forced Verified Account Codes

Forced verified account codes must be entered every time you make a call. The system will not
give you access to any call processing functions, including dial 0, until it has received a valid
account code number.
Caution
Forced verified account codes restrict the use of the phone, but users must be
able to dial emergency numbers. DO NOT enable the forced verified account
code feature in the COS form for any telephone. The ONLY time you might
want to use forced account codes is for certain DISA applications.
Forced Non-Verified Account Codes

Forced non-verified account codes numbers are used to ensure calls made on behalf of clients
are captured in SMDR records. You must enter an account code after you dial the phone
number.
You can program the system to avoid entering a forced non-verified account code number when
making a call. For example, you could dial a leading digit, such as 8, to make a call without
entering an account code, and dial another leading digit, such as 9, to make a call that requires
an account code.
In this example, a law office wishes to track and bill calls made on behalf of clients. The system
must be set-up to include forced non-verified account codes in their SMDR records for incoming
and outgoing calls.

ACCOUNT CODES
Planner
____1002_____
____1003_____
Extension Numbers
____1004_____
_____________
SMDR Options
Report Account Codes Yes

Report Incoming Calls Yes
Report Outgoing Calls Yes
Class of Service Options
Class of Service Number 12

Forced Non-Verified Account Yes
Code
Non-Verified Account Code No
SMDR – External Yes
ARS Routes
Route Number 1
Route Type Non-Verified
Account
F-13
Select Non-Verified Account for

a route that requires a Forced
Non-Verified Account Code.

ACCOUNT CODES
; Lab 3 - Tracking and Billing Calls Using Non-Verified

Account Codes
Reference
F-15
Account Code Length
The maximum and default account code length is 12 digits. The minimum is two. If you use an
account code that is less than 12 digits long, use # at the end of the digit string. The # sign
signals to the system that there are no more digits to come and it makes it more difficult for
hackers to crack the account code.
Fixed Length Account Codes

Verified and non-verified account codes can be a fixed length, between 2 and 12 digits.
• Fixed length account codes are automatically submitted to the system when you enter the
correct number of digits.
• Fixed length account codes do not work unless the optional Advanced Analog Networking
feature package is enabled on the system.
• The Fixed Account Code Length is entered in the COS Options form.

ACCOUNT CODES
Default Account Codes
Default account codes are entered automatically by the system each time a user dials an
external number. Account codes may be used to segregate groups in SMDR for billing
purposes.
Conditions
• More than one station can be assigned the same default account code.
• If you enter an account code, it replaces the default account code on the SMDR record.
• A maximum of 225 default account codes may be programmed.
Programming
• Program account code numbers in the Default Account Codes form.
• Enter the associated account code index numbers in the Station Attributes form.
F-17

TRAFFIC REPORTING
G
Objectives
When you finish this module, you will be able to control and generate traffic reports.
G-2 Traffic Reporting_rev9.doc

TRAFFIC REPORTING
Traffic Reporting
Traffic reports are used to measure the maximum number of system resources used at one time
versus the total number of resources available.
Dynamics of Traffic
System traffic is dynamic, consisting of peaks and lulls. By measuring system traffic, you can
determine the pattern of usage and adjust your resources accordingly. Insufficient resources
result in degraded services. Excess resources are expensive.
System traffic shown in a graph format illustrates traffic fluctuations. This example graph
illustrates the number of call attempts made on a trunk group for the duration of one day. The
demand ranges from two call attempts to 35 call attempts and indicates that the trunk group
receives the heaviest demand during the peak hours from 2:00 to 2:30 PM.
Controlling Traffic Reports

The system generates traffic reports at regular intervals or reporting periods. The periods may
be 15, 30, or 60 minutes each. These periods exist in a time slot. The system fits as many
consecutive reporting periods into the time slot as it can. In the illustration, the time slot is 2
hours long. The reporting periods are 30 minutes each, so the system will generate 4 traffic
reports within the 2 hour time slot.
G-3
Use the Traffic Report Options form to control the traffic report.
The default usage units

for the report will be in
Erlangs.

TRAFFIC REPORTING
For an actual traffic report on Trunk Group Usage, see the following example.
This number represents the total
number of times this field was
successfully accessed during the period
indicated on the report.
Trunk Groups
Outgoing Trk Trunk Group Usage Maximum
Group Number Label Peg (CCS) Busy Peg In Use/Avl.
3 E&M TRUN 85 23.07 61 3/ 4
20 CEPT 53 7.11 70 1/ 1
22 T1/D4 E& 0 0.00 75 0/ 1
24 LOOP TRU 26 3.17 75 0/ 1
28 CO TRUNK 51 7.15 81 1/ 1
1 0 0.00 0
2 0 0.00 0
4 0 0.00 0
------ -------- ------
215 40.50 362
Trunks
Trunk Peg Usage In Peg Usage Out
Number Label In (CCS) Out (CCS) This number represents the number of
1 E&M TRU 1 0.33 32 7.74 times a call could not seize a trunk in the
6 XXXX E&M TRU 0 0.00 45 0.02 group due to a busy condition. If the trunk
14 E&M TRU 31 8.92 0 0.00
group is part of an ARS Route List, the
32 BBBB E&M TRU 0 9.03 0 0.00
60 LOOP TR 65 8.34 0 0.00 busy peg will reflect a count which applies
123 CEPT 0 0.00 53 7.12 to busy conditions encountered while
200 CO TRUN 0 0.00 51 7.16 scanning the Route List.
3 0 0.00 0 0.00
4 0 0.00 0 0.00
7 0 0.00 0 0.00
------ -------- ------ --------
97 26.32 181 22.0
G-5
; Lab 1- Generating a Traffic Report
Reference

SCHEDULER
H
Objectives
Update the Scheduler calendar with Holidays.

Be able to Add, Edit, Delete, Copy, and Execute an event.
Understand how to schedule a CSV file import or export.
Schedule Night/Day Service.
Comprehend how to schedule file transfers.
Know how to schedule an IDS synchronization.
Be able to schedule hot desk user logouts.
Understand how to schedule downloads, upgrades, and activations for
unattended software upgrades.
Reference
Online Help > Contents > Maintenance > Procedures > Scheduling Events
H-2 Scheduler_rev5.doc
SCHEDULER
Scheduler Overview
To reduce management overhead and improve productivity, schedule common events to run
automatically.
The following event types can be scheduled:
• Backup
• CSV File Import/Export
• Night Service
• File Transfer
• IDS Synchronization
• FTP Downloads
• MCD Software Upgrades
• User Logout for Hot Desk Users

There is a calendar to update with the local holidays. When adding an event, specify a repetition
interval and indicate whether the event should run on holidays or only on weekdays.
H-3
Update the Calendar

Update the calendar so that it contains the correct holidays for your locality. You can do this
manually, by programming holidays directly on the calendar, or automatically, by importing a
.csv file containing all of the holidays for the current year.
To manually update the calendar:

1. Navigate to the Maintenance and Diagnostics > Scheduler form.
2. Use the arrows or mini-calendar to locate the day you wish to update. The mini-calendar
appears after selecting the Choose a Date button.
3. To change a weekday into a holiday, right-click the day and select one of the following:
• Set <DD/MM/YYYY> as a holiday – programs the selected day as a holiday.
• Set this week as a holiday – programs the entire week, including the selected day, as a
holiday.
• Designate <DAY OF WEEK> as a holiday – programs this day of the week as a holiday
for the selected month.
SCHEDULER
Managing Scheduled Events

To manage events, you can:
• Add an Event
• Edit an Event
• Delete an Event
• Copy an Event
• Execute an Event Immediately
Add an Event
Adding an event involves picking an activity, specifying a start date and time, and
indicating whether the event should occur repeatedly or only once.
To create a new event:

2. Use the arrows or mini-calendar to locate the day you wish to update.
3. Select the day and then select Add.
4. Select the Event Parameters tab and complete the following:
• Title – enter a title for the event.
• Start Date – use the dialog box to select the Month, Day, and Year that the event is
scheduled to start.
• Time – use the dialog box to select the Hour, AM/PM, and Minute that the event is
scheduled to occur. Select Set to save your changes.
• Repeats – specify how often the event is to repeat - Once, Daily, Weekly, Monthly,
Yearly, or Repeats Interval.
If Daily, Weekly, Monthly, or Yearly is selected, the dialog expands for customization
of the repeat interval.
If Repeats Interval is selected, specify the number of minutes between repeat events
and whether the event is to be repeated continuously or a fixed number of times.
5. Select the Activity Parameters tab, and complete the following fields:
• Click on Select Activity and choose the type of activity to schedule.
• Program the activity-specific fields.
| Backups
| CSV File Import/Export
| File Transfers
| IDS Synchronization
| Night/Day Service
| User Logout (for Hot Desk Users)
| Software Download, Upgrade, and Activation
6. Select Submit and then OK to save the new event. The new event is added to the event
list.
H-5
SCHEDULER
H-7
Edit an Event
To edit events:
2. Locate the event in the event list.
3. Select the event and then select Edit.
4. Select the Event Properties tab and update the Title, Start Date, Time and Repeats
fields as necessary.
5. Select the Activity Properties tab and update the Activity.
6. Select Submit and then OK to save the edited event. The event list is updated.
SCHEDULER
Delete an Event
To delete events:
2. Locate the event in the event list.
3. Select the event, select Delete, and then select one of the following options:
• Delete Just This Instance – deletes the selected instance of the event.
• Delete All – deletes all scheduled instances of the event.
• Cancel – returns to the event list without making any changes.

4. Select OK to confirm deletion. The event list is deleted.
H-9
Copy an Event
To copy an event:
1. In the Scheduler form, locate the event in the event list.
2. Select the event and then select Copy. The Copy dialog is displayed with the event
settings already programmed.
3. Select the Event Properties tab and update the Title, Start Date, Time, and Repeats
fields as necessary.
5. Select Submit and then OK to save the copied event. The copied event is added to the
event list.
Execute an Event Immediately

To execute an event immediately:
1. In the Scheduler form, locate the event in the event list.
2. Select the event and then select Execute. The Execute Event Details dialog is displayed
with the event settings already programmed.
3. Select the Event Properties tab and enter a Title.
5. Select Submit and then OK to save the event. The event is added to the event list and
begins executing immediately.
Note
Executing an event immediately does not impact the event list. For example, if
an event is scheduled to run every day of the week at 4 PM and you execute
the event at 2 PM, the event will run again at 4 PM the same day.
SCHEDULER
Scheduling Backups
You can schedule automatic backing up of the system database to an FTP server.
• Scheduled backups are supported on the local node only. If databases of member elements
of an SDS Administrative Group need backed up, perform a regular, unscheduled backup.
• While the backup is processing, SDS distribution updates sent by other data-sharing
elements are rejected by the local node.
• If SDS is enabled, resolve all pending updates and errors prior to the scheduled backup
event.
To create a backup event for the local system:
1. In the Scheduler form, select the day and then select Add.
2. Select the Event Parameters tab and complete the following fields:
scheduled to start.
If Daily, Weekly, Monthly, or Yearly is selected, the dialog expands for customization of
the repeat interval.
• Click on Select Activity and then select Backup.
• In the Backup file prefix field, enter a prefix to apply to the database file names. The
databases will be saved in this format: <prefix>_<node name>_<release
version>_<timestamp>.tar
• Select Call History and/or Voice mail messages they are to be included in the backup.
Including these records and messages can increase the backup time significantly.
4. Select Submit and then OK to save the new event. The new event is added to the event list.
H-11
Caution
When saving the backup, it is recommended that a record of the local
system’s IP address be part of the backup filename; perhaps the Backup File
Prefix.
SCHEDULER
Scheduling CSV File Import/Export
You can schedule automatic importing and exporting of form data in .CSV format.
Import Function Conditions

Import functionality is available for all configurable forms except those listed in the About
Importing Form Data topic.
Import data is entered into an Excel spreadsheet supplied with MCD and saved as .CSV files for
import.
Prior to scheduling an import event, complete the following:
• Obtain the Import Spreadsheet or prepare your own spreadsheet file for import.
• Collect and record configuration data.
• Create an import file.
Export Function Conditions

Not all forms support the exporting of data and not all forms support all the export options. If
options are not supported for a form, they will be disabled, or grayed out, in the export dialog
window.
For security, passwords and PINs in exported forms are asterisks in the export file.
Add an Import Event

To create an import event:
scheduled to start.
H-13
• Click on Select Activity and then select CSV File Import Application
• Select the file icon to open the Import Scheduler dialog box, and then select Browse.
• Navigate to the .CSV file and then select Next. A Validating Data dialog appears.
• Review and repair, if necessary, the data listed in the Import Preview window.
• Select Import. After the import is complete, select Submit and then OK to save the new
event. The new event is added to the event list.
Add an Export Event

To create an export event:
scheduled to start.
• Click on Select Activity and then select CSV File Export Application
• Select the Form to Export box and then select a form.
• Enter the File Name using this format:
<Form Name, six letters max>_<MCD Name, four letters max>_<YYYYMMDDHHMM>
• Ensure the File Name extension is correct. (.CSV, .TXT, .TAR, etc.).
• Select Submit and then select OK to save the new event. The new event is added to the
event list.
SCHEDULER
Scheduling Night/Day Service
You can schedule the system to switch from day service to night service and vice versa. Before
scheduling a night service event, complete basic programming for the Night Service feature:
• Enter answer points for Day, Night 1, and Night 2.
• Configure a night bell.
Add a Night/Day Service Event

To create a night or day service event:
scheduled to start.
• Click on Select Activity and then select Go to Day Service or Go to Night Service.
• If Night Service was chosen, select Night1 or Night2.
event list.
H-15
Scheduling File Transfers

You can collect and transfer the following file types:
• SMDR Records
• Audit Trail Logs
• Telephone Directory
• Traffic Logs
• IDS Synchronization Files
The files are saved to an FTP server in the network. Configure the FTP server parameters in the
External FTP Server form before scheduling a file transfer event.
Schedule file transfer events only for the local node. To schedule file transfer events for member
elements of an SDS Administrative Group, do so from the individual group members.
Add a File Transfer Event

To create a file transfer event:
scheduled to start.
• Click on Select Activity and then select File Transfer.
• Select a transfer type:
| SMDR
| Audit Trail Logs
| IDS Sync Files
| Telephone Directory
| Traffic Log
• In the Destination Directory, specify the location of the drive where the files are to be
stored.
event list.
SCHEDULER
Scheduling IDS Synchronization
After IDS has been programmed for a cluster or network, use the following procedures to
schedule data synchronization events.
Two synchronization options are available:
• Full
• Incremental
Full IDS Synchronization

Schedule a full IDS synchronization in order to query the directory server for new, modified and
deleted user records. Because a full synchronization searches for the full range of updates, it
should be performed less frequently than an incremental synchronization.
Incremental IDS Synchronization

Schedule an incremental IDS synchronization to query the directory server for new and modified
user records. Because incremental synchronizations do not search for deleted user records,
they can be performed more frequently than full synchronizations.
Conditions
• The MCD contact point can perform queries in one domain or multiple domains, or it can
query the Global Catalog (GC) for all domains.
• If configured to query the GC, the MCD connects to the first GC server it finds and then
downloads the Partial Attribute Set (PAS). Where possible, the PAS should include the
LDAP attributes listed on the User Service Data to LDAP Attributes Mapping form. If
necessary, amend the schema to include attributes for important data.
• Full synchronization generates two comparison reports in LDAP Data Interchange Format
(LDIF):
| IncomingDSChanges_<date_timestamp>.ldf – contains instructions to modify existing
records, insert new records, and delete records that are no longer hosted by the queried
domain. Records that are not IDS-manageable are ignored.
| IDSManagedUsersWithNoDomain_<date_timestamp>.ldf – lists records that are IDS-
manageable but do not have a domain because they exist on MCD only. The
administrator can edit this file, adding distinguished names to the affected records, and
import it to the directory server.
• Incremental synchronization generates just the one comparison report in LDAP Data
Interchange Format (LDIF): IncomingDSChanges_<date_timestamp>.ldf
• The comparison reports are maintained in the /db /IDS/LDIF_query_results directory on
MCD, with the reports for each synchronization result saved in a separate sub-folder with a
unique date and time. Administrators can access the directory using FTP.
• By default, the system saves the five most recent comparison reports. To change this
setting, update the Maximum_Sets_of_IDS_Sync_Results field in the System Options form.
H-17
Add a Full IDS Synchronization Event

To create a full IDS synchronization event:
scheduled to start.
• Click on Select Activity and then select Full IDS Synchronization.
• Use Global Catalog If Configured – select to search for a GC server for all domains.
MCD connects to the first GC server it finds and downloads the Partial Attribute Set
(PAS). If MCD cannot find a GC server, it searches for directory servers in all domains.
You cannot enter a list of domains to query. All available will be queried.
• Domain Set – enter the domain names to query for LDAP updates. Use commas to
separate entries. Enter All or leave field blank to query all domains for directory servers
connected to the MCD contact point.
• Sync Type – select a synchronization type:

| Apply Updates – updates received from the directory server are immediately applied
to MCD. To enable the administrator to track which records have been updated,
added and deleted, a set of comparison reports is generated in LDIF format.
| Detain Updates – updates received from the directory server are detained on MCD,
where they can then be processed by the administrator. A set of comparison reports
is generated in LDIF format.
| Compare Only – updates are not applied to MCD, but a set of comparison reports is
generated in LDIF format.
• Allow Delete Operation – select to allow records to be deleted from MCD. If the Sync
Type is Apply Updates, the system immediately deletes the records. If the Sync Type is
Detain Updates, the records are detained on the IDS Data Management form, where
they may then be deleted by the administrator. If the Sync Type is Compare Only, no
updates are applied to MCD, but the administrator may refer to the LDIF comparison
reports to determine which records have been deleted from the directory server.
event list.
SCHEDULER
4. Following completion of the scheduled synchronization event, check the IDS Data
Management form to resolve detained and failed updates. Check the Maintenance and
Software Logs to resolve problems with the synchronization process.
Add an Incremental IDS Synchronization Event

To create an incremental IDS synchronization event:
scheduled to start.
• Click on Select Activity and then select Incremental IDS Synchronization.
• Use Global Catalog If Configured – select to search for a GC server for all domains.
MCD connects to the first GC server it finds and downloads the Partial Attribute Set
(PAS). If MCD cannot find a GC server, it searches for directory servers in all domains.
• Domain Set – enter the domain names to query for LDAP updates. Use commas to
separate entries. Enter All or leave field blank to query all domains for directory servers
connected to the MCD contact point.
• Sync Type – select a synchronization type:

| Apply Updates – updates received from the directory server are immediately applied
to MCD. To enable the administrator to track which records have been updated,
added and deleted, a set of comparison reports is generated in LDIF format.
| Detain Updates – updates received from the directory server are detained on MCD,
where they can then be processed by the administrator. A set of comparison reports
is generated in LDIF format.
| Compare Only – updates are not applied to MCD, but a set of comparison reports is
generated in LDIF format.
• Sync Records Modified Since Last Successful Sync – select to query for all updates
made since the last synchronization event. Clear to query for updates made since a
particular date and time.
H-19
• Sync Records Modified Since Date/Time – use to query for all updates made from a
particular date and time. The dialog boxes facilitate selection of the Month, Day and
Year, and the Hour, Minute and AM/PM. This date and time must be earlier than the
scheduled synchronization date and time.
• Use Default Query String – select to search for LDAP updates using the Default Query
String programmed on the IDS Connection form. The default value is objectClass=user,
which causes all user records to be queried. Clear to search for LDAP updates using a
particular, non-default query string.
• Query String – enter a non-default query string to search for LDAP updates. For
example, to search for all users in a research and development department, you may
enter "department = R and D". There is no restriction on the type of query string that you
enter, provided that it follows syntax rules outlined in RFC 2254. Only user objects are
queried, not invalid objects such as printers.
event list.
4. Following completion of the scheduled synchronization event, check the IDS Data
Management form to resolve detained and failed updates. Check the Maintenance and
Software Logs to resolve problems with the synchronization process.
SCHEDULER
Scheduling Hot Desk User Logouts
The Scheduler can log out Hot Desk users at regular times, such as the end of every day.
Schedule the logouts to apply to all Hot Desk users, internal Hot Desk users only, or External
Hot Desk users only.
Only idle users are logged out at the scheduled time. Busy users are logged out when they
terminate their calls.
If an EHDU has the Permanent Login COS enabled, it is not logged out. If the user is currently
logged in to a MiNET device, then it is logged out that device and logged in as an EHDU.
Add a Hot Desk User Logout Event

To create a Hot Desk User Logout event:
scheduled to start.
• Click on Select Activity and then select Logout Users.
• User – select Hotdesking
• Type – select the hot desk user to log out:

| All
| Internal
| External
event list.
H-21
Scheduling Downloads for Unattended Software Upgrades
You can schedule the checking of a directory on an FTP server for software. If a new upgrade
or patch is available, the file is downloaded and made available for installation on the MCD as
part of another scheduled event. If nothing new is available, no files are downloaded.
In addition to software, you can also download licenses from the FTP server. Do this if the AMC
is inaccessible and MCD therefore needs to obtain licenses from an offline source.
The FTP server:
• Must be installed on a Windows platform.
• Must be configured with proper access permission
• Can be located on any network that is securely accessible by MCD.

Ensure that port 21 is open on the firewall. If you wish to use a non-default port for FTP traffic,
you must program it on the firewall, MCD, and FTP server.
If the AMC is inaccessible, you must generate the MCD's license file using the offline method
and then place the file on the FTP server.
The scheduled task will first determine if there is a new load available either on the persistent
storage media or the inactive partition. Assuming there is a new load, the upgrade will occur as
scheduled.
FTP Folder Structure

Obtain software upgrades and patches from Mitel OnLine in flat file format and place it on an
FTP server using this folder structure:
<Product>
<Major Release>
<Minor Release>
<Iteration>
<Current Build>
For example, if the new software load is 11.0.0.99 and a current software load is 11.0.0.98,
place the software file in the 98 folder:
MCD-3300
11
0
0
98
Note
Only one load can be present in the folder at a time.
SCHEDULER
Optionally, you can create additional directories at the root level. This facilitates management
and distribution of software for individual business segments, customers, or physical sites. For
example, if you are a dealer with a customer named GENERIC and the new software load is
11.0.0.99 and a current software load is 11.0.0.98, you could create the following folder
structure:
GENERIC
MCD-3300
11
0
0
98
Only one file can be stored in each branch of the directory; the 98 folder in our examples.
The system searches the FTP server for software upgrades and patches. If a new load is found,
the download proceeds. Download does not proceed if:
• A new load cannot be found
• Both an upgrade and a patch are stored in a single folder
• All folders are empty.

If you wish to download license files from the FTP server, store them at the root level in an AMC
folder.
Add a Software Download Event

To create a software download event for the local system:
scheduled to start.
H-23
• Click on Select Activity and then select Software Download.
• Host – enter the IP address or hostname of the FTP server. Proper DNS configuration is
required to use hostnames.
• Port – enter a port number between 0 and 65535 or use the default value for FTP, 21.
• Username – enter the login user name for the user account. This user account must be
programmed on the FTP server.
• Password – enter the login password for the user account.
• Path – specify the root directory on the FTP server where you want to start searching for
software files.
| If no path is specified, the system assumes that a customer-level directory is not
present and begins searching for software in the mandatory directories of the file
structure, starting at the root directory.
| You can enter an FTP alias in place of a path if your FTP server supports it.
| In addition to regular ASCII characters, you may enter <, >, :, ", |, ?, and *.
event list.
Provided that the FTP server can be accessed and there are no conflicting events, the
download will proceed as scheduled. To determine the current status of the event, examine the
status message list on the Scheduler form. Failed download events generate a maintenance
log.
SCHEDULER
Scheduling Unattended Software Upgrades

You can automate the process of upgrading and activating the system software. Both full
software loads and software patches can be installed.
To activate the new software, the system reboots and swaps the active and inactive partitions.
Choose between three different activation options:
• Immediate – activation occurs as soon as the upgrade has completed.

• Specific Time – activation occurs at a specified date and time.
• Separate Event – activation occurs as a result of a scheduled activation event.
Note
Activation takes the system out of service, so it should be programmed to
occur during off hours.
Optional email notification is available to inform personnel when each event in the upgrade
process is started and again when it ends. Email is also sent when an event in progress is
canceled from the Scheduler.
The software upgrade event cannot proceed if:
• The system has any alarms greater than minor severity.

• There is insufficient RAM
• Another event is running. All active events, such as backups and CSV file imports, are
suspended while the upgrade proceeds
• A Programmed Reboot or Programmed Failback is pending
After the software upgrade event:
• A maintenance log is generated that describes changes to the system status caused by the
upgrade. For example, the status of alarms and the number of inactive devices is captured
in this log.
• A maintenance log is generated that describes whether the event was successful or
unsuccessful.
The software upgrade event can fail because:
• An unexpected reset occurs during the upgrade process.

• The new software cannot be switched from the inactive to the active partition.
• The software can be switched to the active partition, but is deemed to be unreliable due to
major or critical alarms or too many devices or trunks that may be left out of service.
If the software upgrade fails, the system will initialize from the original load and a maintenance
log will be generated.
H-25
If you specify a time for the software to be activated and the software is still being upgraded at
that time, activation will fail, the system will retain the original load, and a maintenance log will
be generated. To switch to the new software, issue the SWAP maintenance command.
Administrators can receive email notification of the system events by enabling the Alarm
Notification feature.
Working in Offline Mode

To facilitate the software upgrade, MCD needs to synchronize its licensing information with the
AMC. If your MCD has internet connectivity, the synchronization process is automatic. If your
MCD lacks internet connectivity, you must use manual methods to validate and install the
license files. These methods vary depending upon whether you are installing the initial software
load or an upgrade.
To license an offline system during an initial software installation, use the MCD Software
Installer to install the software. Refer to the Offline Licensing procedure in the MCD Software
Installer help for instructions on how to validate and install the license file.
To license an offline system during an upgrade software installation:

1. Before the upgrade begins, access the AMC and navigate to the ARID / GARID for your
system.
2. Select the software upgrade or patch about to be installed.
3. Select Download License Files and download the file to the local computer.
4. Unzip the file and copy the license keys to the AMC folder on the FTP server you are using
for scheduled software downloads.
5. Schedule the Software Upgrade Event.
When the scheduled software upgrade occurs, MCD will fail to synchronize with the AMC. The
MCD will then search the FTP server for the license keys. If the keys are found, the upgrade
proceeds. If the keys are not found, the upgrade is aborted.
Add a Software Upgrade Event

To create a software upgrade event for the local system:
scheduled to start.
SCHEDULER
• Click on Select Activity and then select Software Upgrade.
• Optionally, choose an activation option:

| To activate the software as soon as it is installed, select Automatically activate new
software when the upgrade is completed.
| To activate later, select Date and select the Month, Day, and Year. Select Time and
select the Hour, AM/PM, and Minute. Make sure to allow sufficient time for the
software to finish being upgraded before it is activated.
If you do not select an activation option, the software will be installed but not
activated. To activate it, add a Scheduled Activation event or issue the SWAP
maintenance command.
event list.
The event is performed as follows:
• When the event is scheduled to begin, the system checks to see that valid software is
available on the inactive partition, that there are no major or critical alarms, that the system
has sufficient RAM memory, and that neither a Programmed Reboot or Programmed
Failback have been programmed to occur during the event. If these conditions are met, the
system suspends any scheduled events that are currently taking place and proceeds with
the upgrade.
• The system installs and starts the latest version of MCD Software Installer within the ESM.
• The MCD Software Installer executes an online upgrade on the inactive partition. It backs up
the database, converts it into the format required by the new software, installs the software,
validates the licenses, and restores the database.
• If you have selected an activation option, the system reboots itself, either immediately or at
the time you specified, and then loads software onto the peripheral devices.
• The system performs a post-installation integrity check. If there are no problems, the
upgrade succeeds and processing switches to the newly active partition. If there are
unexpected IP devices or alarms, the upgrade fails and the system reverts back to the
original software on the original partition.
To determine the current status of the event, examine the status message list on the Scheduler
form. Upon completion of the event, a maintenance log is generated.
To view information regarding an event that is currently running, select View Trace. The Trace
Viewer opens, displaying a series of messages concerning the status of the upgrade.
H-27
Scheduling Activations for Unattended Software Upgrades

Use this procedure to activate a new software load as a unique scheduled event. Functionally,
this event is similar to the SWAP maintenance command. It automates the process of rebooting
the system and switching the active and inactive partitions on the controller hard drive.
The software activation event cannot proceed if:
• The system has any alarms greater than minor severity.
• There is insufficient RAM.
• Another event is running. All active events, such as backups and CSV file imports, are
suspended while the activation proceeds.
• A Programmed Reboot or Programmed Failback is pending.

The software activation event can fail because:
• An unexpected reset occurs during the activation process.
• The new software cannot be switched from the inactive to the active partition.
• The software can be switched to the active partition, but is deemed to be unreliable due to
major or critical alarms or too many devices or trunks that may be left out of service.
• The software is currently being installed as part of a Scheduled Upgrade event.

If the software activation event fails, the system will initialize from the original load and a
maintenance log will be generated.
Administrators can receive email notification of the system events by enabling the Alarm
Notification feature.
Add a Software Activation Event

To create an activation event for the local system:
scheduled to start.
SCHEDULER
3. Select the Activity Parameters tab and complete the following fields:
• Click on Select Activity and then select Software Activation. Allow sufficient time for the
software upgrade to finish before it is activated.
• Select Submit and then select OK to save the new event.

The new event is added to the event list.
The event is performed as follows:
• When the event is scheduled to begin, the system checks to see that software is not
currently being upgraded, that there are no major or critical alarms, that the system has
sufficient RAM memory, and that neither a Programmed Reboot or Programmed Failback
have been programmed to occur during the event. If these conditions are met, the system
suspends any scheduled events that are currently taking place and proceeds with the
activation.
• The system reboots itself and then loads new software onto the peripheral devices.
• The system performs a post-installation integrity check. If there are no problems, the
activation succeeds and processing switches to the newly active partition. If there are
unexpected IP devices or alarms, the activation fails and the system reverts back to the
original software on the original partition.
To determine the current status of the event, examine the status message list on the Scheduler
form. Upon completion of the event, a maintenance log is generated.
To view information regarding an event that is currently running, select View Trace. The Trace
Viewer opens, displaying a series of messages concerning the status of the activation.
H-29
; Lab 1 - Scheduling an Event
Reference

MCD Basic I&M - 6.0 - 2

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MITEL

BASIC INSTALLATION AND MAINTENANCE COURSE

Inter-Tel® is a registered trademark of Inter-Tel (Delaware), Incorporated.

© 2013 Mitel Networks Corporation

2. Establishing Communications with the Controller

3. DHCP and VLANs

4. Configuring the Hardware (3300 ICP Only)

5. Assigning Access Privileges

6. Healthy System Checklist

7. User and Device Configuration

8. Controlling Phone Features With Classes of Service

10. Attendant Consoles

11. Troubleshooting the System and the Sets

12. Hunt/Pickup/Ring Groups

13. SMDR, Printers, and System Ports

14. Digital Trunks (3300 ICP Only)

15. Automatic Route Selection (ARS)

16. Hot Desking

17. Call Rerouting

18. MCD Embedded Voice Mail

19. Music On Hold and Paging

20. Upgrading or Reloading Software

A. Mitel Integrated Configuration Wizard (MiCW)

ii MCD Basic I&M TOC_rev6.doc

Student Code of Conduct

Leaving Class Prior to the Final Certification Exam

Course Description, Certification, and Prerequisites

MCD Basic Installation and Maintenance Certification

• MCD Primer Self-Study

• One of the following:

• MCD Basic Installation and Maintenance Course Leader-Led

• Attendance and participation in all class sessions.

• Completion of all labs.

• A passing grade of 80% on the certification test.

iv MCD Basic I&M Intro_rev6.doc

MCD Basic Installation and Maintenance Prerequisites

Mitel IP Phone – Feature Teacher is also recommended.

During this course, you will be using the following resources:

• General Information Guide

• Hardware Technical Reference Manual

vi MCD Basic I&M Intro_rev6.doc

State the major sections in this student manual.

1-2 Course Resources_rev4.doc

What’s In a Typical Course Module?

Module Title Page

• An introduction to what you will learn.

• A working example of what you will learn.

• Exercises for you to complete.

Step Task Expected Result/Observations 9

1 Insert coin into coffee machine. The Make Selection light

1-4 Course Resources_rev4.doc

Mitel OnLine (MOL) Web Site

Student USB Drive

1-6 Course Resources_rev4.doc

Embedded Help Resources

• System Administration Tool

• Group Administration Tool

• Desktop User Tool

1-8 Course Resources_rev4.doc

Useful Information in the System Administration Tool Help

1-10 Course Resources_rev4.doc

1-12 Course Resources_rev4.doc

This figure is an example of using the Group Administration Tool help.