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Â® NBX Administratorâ€™s Guide V3001 Analog V3001 BRI V3001R V3000 Analog V3000 BRI V5000 Release 6.5 Part Number 900 - 0212 - 01 AB Published April 2009 http : / / www . 3com.com /
3Com Corporation Copyright Â© 1998 â€“ 2009 , 3Com Corporation . All Rights Reserved . No part of this documentation may be reproduced in any form or by any means or used to make any derivative work ( such as translation , 350 Campus Drive transformation , or adaptation ) without written permission from 3Com Corporation . Marlborough , MA 3Com Corporation reserves the right to revise this documentation and to make changes in content from 01752 - 3064 time to time without obligation on the part of 3Com Corporation to provide notification of such revision or change . 3Com Corporation provides this documentation without warranty , term , or condition of any kind , either implied or expressed , including , but not limited to , the implied warranties , terms , or conditions of merchantability , satisfactory quality , and fitness for a particular purpose . 3Com may make improvements or changes in the product ( s ) and / or the program ( s ) described in this documentation at any time . If there is any software on removable media described in this documentation , it is furnished under a license agreement included with the product as a separate document , in the hardcopy documentation , or on the removable media in a directory file named LICENSE.TXT or ! LICENSE.TXT . If you are unable to locate a copy , please contact 3Com and a copy will be provided to you . UNITED STATES GOVERNMENT LEGENDS : If you are a United States government agency , then this documentation and the software described herein are provided to you subject to the following : United States Government Legend : All technical data and computer software is commercial in nature and developed solely at private expense . Software is delivered as Commercial Computer Software as defined in DFARS 252.227 - 7014 ( June 1995 ) or as a commercial item as defined in FAR 2.101 ( a ) and as such is provided with only such rights as are provided in 3Comâ€™s standard commercial license for the Software . Technical data is provided with limited rights only as provided in DFAR 252.227 - 7015 ( Nov 1995 ) or FAR 52.227 - 14 ( June 1987 ) , whichever is applicable . You agree not to remove or deface any portion of any legend provided on any licensed program or documentation contained in , or delivered to you in conjunction with guide . Unless otherwise indicated , 3Com registered trademarks are registered in the United States and may or may not be registered in other countries . 3Com , the 3Com logo , and NBX are registered trademarks of 3Com Corporation . NetSet and pcXset are trademarks of 3Com Corporation . Other brand and product names may be registered trademarks or trademarks of their respective holders .
CONTENTS ABOUT THIS GUIDE How to Use This Guide 17 Conventions 18 International Terminology 18 Your Comments 19 1 INTRODUCTION Network - based Telephony 21 NetSet Administration Utility 22 NetSet User Interface 23 2 SYSTEM SETTINGS Auto Discovery 25 Initial System Configuration 26 Disabling the Auto Discovery Feature 28 Enable Features System - Wide 28 How Call Timer Works With Other Telephone Features 29 System Identity 30 Business Information 32 System Mode 32 Business Hours 32 Date and Time 33 System Date and Time 33 Simple Network Time Protocol ( SNTP ) 34 IP Settings 34 Audio Settings 34 Compression Overview 35 Codec Selection 36 Codecs and NBX Devices 38 Silence Suppression Overview 39 Timers 40
4 Multicast Addresses 41 3 FEATURE SETTINGS Account Codes 43 Feature Interaction 44 Account Codes : Operational Modes 46 Call Pickup 49 Group Numbers 49 Call Park 51 Adding a Call Park Extension 51 Changing a Call Park Extension Name 51 Removing a Call Park Extension 51 Page Zones 52 Page Zone Feature Support 52 Ring Patterns 53 Supervisory Monitoring 53 Introduction to Monitoring 54 Domains and Upgrades 55 Domains and Privacy 56 Announcement Tones and Supervisory Modes 58 Supervisory Monitoring Usage Notes 61 Supervisory Monitoring Error Conditions 63 Speed Dials 65 WhisperPage 66 WhisperPage Permissions 68 Using Domains For WhisperPage 68 Feature Interaction With Whisper Page 69 WhisperPage Restrictions 70 4 SYSTEM MAINTENANCE System Backup 73 System Restore 76 Import / Export Data 77 Reboot / Shutdown 78 Password Administration 79 Call Report Settings 80 CDR Changes At Release R6.0 80
5 Windows Environment Specifications 82 Installing Call Reports 83 Configuring Call Reporting 83 Purge CDR 83 Purge Database 84 Purge Database and CDR 84 Purge All Voice Mail 84 Manage Data 84 Migration 85 Restore Database From Another Version 87 Disk Mirroring 87 Adding a Mirror Disk 87 Verifying a Failed Disk Drive 90 Reverting to a Single - Disk System 90 5 TELEPHONE CONFIGURATION Adding , Removing , and Modifying Telephones 93 Adding a New Telephone 93 Modifying a Telephone 95 Checking a Telephoneâ€™s Status 96 Removing a Telephone 96 Rebooting a Telephone 96 Adding a Remote Telephone 97 Remote NAPT Telephone Configuration 97 Creating and Managing Bridged Extensions 98 Example Bridged Extensions Configurations 100 Defining Bridged Extensions 101 Defining Bridged Extensions on a Primary Telephone 102 Defining Bridged Extensions on a Secondary Telephone 103 Defining Bridged Extensions on 3103 Managerâ€™s Telephones 104 Modifying Bridged Extensions 107 Sample Calling Situations Using Bridged Extensions 107 Viewing Bridged Extension Information 108 Camp On Feature and Bridged Extensions 109 Creating and Managing Telephone Groups 109 Creating a New Telephone Group 110 Modifying a Telephone Group 110
6 Removing a Telephone Group 110 Viewing Telephone Group Membership 111 Recording and Monitoring Telephone Calls 111 Recording Calls Between Telephones with Different Recording Settings 112 Remote Telephones 112 Music On Hold ( MOH ) 112 Non - 3Com Telephones 113 Creating and Managing Button Mappings 113 Mapping Access Buttons 114 Mappings for Telephone Users and Groups 115 Creating a Busy Lamp / Speed Dial Button Mapping 116 Creating a Delayed Ringing Pattern 116 Creating Groups and Button Mappings 117 Changing Device IP Settings 118 Configuring the 3Com Attendant Console 120 Adding an Attendant Console 120 Modifying an Attendant Console 121 Viewing Attendant Console Status 121 Removing an Attendant Console 122 Configuring Attendant Console Buttons 122 Changing Attendant Console IP Settings 123 Configuring Connectivity to a 3105 Attendant Console Through the Serial Port 124 Connecting and Managing Analog Devices 126 Adding an Analog Terminal Card 126 Adding an Analog Terminal Adapter ( ATA ) 128 Modifying an Analog Terminal Port 129 Removing an Analog Terminal Adapter 129 Viewing The Status of an Analog Terminal Adapter 129 Advanced Settings 130 6 USER CONFIGURATION Users 131 Phantom Mailboxes 131 Class of Service ( CoS ) 132
7 7 CALL DISTRIBUTION GROUPS Automatic Call Distribution ( ACD ) 135 ACD Groups 136 ACD Shifts 139 Estimated Wait Time Announcements 140 In - Queue Digit Processing and Announcements 142 ACD Group Open / Close and Announcements 142 Announcements for SIP - Mode Systems 143 Wrap - Up Time 143 Streaming ACD Data Through a TCP Socket 144 ACD Considerations 144 Hardware Limits for ACD Groups 145 ACD Operations With Call Detail Reports ( CDR ) 145 Display Data 145 Voice Mail Port Usage 145 Using ACD 146 ACD Groups 146 ACD Announcements 148 ACD Agents 150 ACD Statistics 151 Hunt Groups 154 Linear and Circular Hunt Groups 155 Calling Groups 156 Call Coverage 156 Hunt Group Supervisory Monitoring 157 8 PSTN GATEWAY CONFIGURATION Configuring and Managing Analog Line Card Ports 159 Configuring a Line Card Port 160 Modifying a Line Card Port 162 Removing a Line Card Port 162 Verifying Line Card Port Status 163 Rebooting a Line Card Port 163 Advanced Settings 163 Configuring and Managing Digital Line Cards 164 Adding a Digital Line Card 165 Configuring the Digital Line Card 168
8 169 Digital Line Card Status Lights 172 Modifying a Digital Line Card 175 Support of AT & Tâ€™s 4ESS Switch Protocol 178 Adding or Modifying a Digital Line Card Group 179 Modifying Card Channels 182 Modifying IP Settings 184 Removing a Digital Line Card 185 Setting Up a Digital Line Card at a Remote Location 185 Setting Up T1 / E1 Logging 187 Viewing CSU State Information and Statistics 187 T1.231 Near End 188 T1.231 Far End 189 TR54016 Near End 189 TR54016 Far - End 189 G . 826 Near End 189 G . 826 Far End 190 Using Loopback Tests 190 Enabling or Disabling Loopback Tests 191 Obtaining a Dial Tone from a PBX System 192 9 NBX MESSAGING Group List 197 NBX Voice Mail 198 Voice Mail Extensions 201 Voice Mail Passwords 201 IMAP for Integrated Voice Mail 201 Configurable Operators 202 Off - site Notification 205 Status 206 Port Usage 207 User Usage 207 Auto Attendant 208 Overview of Auto Attendant Features 208 Adding an Auto Attendant 210 Adding an Accessible ( TTY ) Auto Attendant 221 Managing Auto Attendants 223
9 Voice Application Setup Utility 225 Testing the Auto Attendant 226 Voice Profile for Internet Mail 227 Control Parameters 228 Operations Management 229 Statistics 230 Advanced Settings 231 Configuring Domain Name Server Information 234 10 SIP - MODE OPERATIONS Overview of SIP Mode on the NBX Platform 235 SIP Mode Operations 235 Device Support Details 238 Feature Support 239 Platforms Supported 240 Licensing and Resource Limits 241 Dial Plan Considerations 242 SIP Mode and ACD 243 Other Applications Support 243 Call Log Support 243 SNMP Support 243 SysLog Support 243 CDR Support 244 Enabling and Configuring SIP Mode 244 Install and Configure the System for SIP Mode 244 Enable SIP Mode 245 Disable SIP Mode 245 Add Messaging 246 Create Mailboxes 247 Force Mailbox Creation 248 Configure Auto Attendants 248 Configure Music on Hold 249 Configure ACD Delayed Announcements 250 Add Trusted SIP Interfaces 253 Add an Optional IP Conferencing Module 254 Adding Telephone Users and Devices 258 Adding a Generic SIP Telephone 258
10 Adding a 3Com 3108 Wireless Telephone 260 11 DIAL PLAN Dial Plan Concepts and Overview 261 Call Process Flow 263 Inbound and Outbound Call Processing 263 System Database 264 System Dial Plan 264 Pretranslation 265 Routing 265 System Features Affected by the Dial Plan Configuration 266 Dial Plan Tables 267 Dial Plan Command Format 268 Internal Dial Plan Table 272 Incoming Dial Plan Table 272 Least Cost Routing Dial Plan Table 273 Adding New Dial Plan Tables 273 Dial Plan Pretranslators 274 Pretranslators for Incoming Calls 275 Pretranslators for Certain Outgoing Calls 276 Managing the Dial Plan Configuration File 277 Accessing the Dial Plan 278 Creating Dial Plan Configuration Files 278 Importing and Exporting Dial Plan Configuration Files 279 Importing a User - Defined Dial Plan 281 Exporting ( Saving ) a Dial Plan Configuration File 282 Testing a Dial Plan 283 Generating a Dial Plan Report 284 Modifying a Dial Plan Configuration File 285 Outdialing Prefix Settings 286 Managing Extensions 286 Extension Settings Overview 286 Changing Extension Length and Ranges 290 How Auto Discovery Assigns Extensions 291 Modifying Extensions 292 Converting Extensions 292 Managing Extension Lists 294
11 Adding an Extension List 296 Modifying an Extension List 297 Removing an Extension List 298 Managing Dial Plan Tables 298 Determining Which Devices Use Dial Plan Tables 298 Removing a Dial Plan Table 299 Managing Dial Plan Pretranslators 300 Identifying Devices Using Pretranslators 300 Creating a Pretranslator for VTL Calls 301 Identifying Devices Using Pretranslators for CLI 303 Removing a Pretranslator from the Dial Plan 304 Configuring the Dial Plan for the 4ESS Protocol ( T1 ) 304 Dial Plan Configurations and VPIM 306 Configuring the Dial Plan for VPIM 307 Dial Plan Configuration File Commands 309 Dial Plan Command Summary 309 List of Dial Plan Commands 311 Sample Solutions Using Dial Plan Configuration File Commands 324 12 VIRTUAL CONNECTIONS Overview of Virtual Tie Lines 333 VTL Connections Using Unique Extension Ranges 334 VTL Connections Using Site Codes 335 Conference Calls Using VTL Connections 336 How to Configure a Virtual Tie Line 338 License Installation 338 Dial Plan Configuration 339 Updating the Extension List 342 Adding VTL Devices to the Pretranslators ( Optional ) 343 Verification of the Virtual Tie Line 344 Call Rerouting for Virtual Tie Lines 346 Example Dial Plan Entries 346 Managing Existing Virtual Tie Lines 348 Modifying a Virtual Tie Line Name 348 Viewing and Resetting Virtual Tie Line Statistics 348 Enabling Audio Compression for VTL Calls 349 Enabling Silence Suppression on VTL Calls 350
12 Using a VTL Password 350 Configuring a VTL Password 351 Configuring VTL Passwords in the Dial Plan 351 Toll Calls Without a VTL Password 354 Music On Hold 354 Troubleshooting VTL Calls 354 TAPI Route Points 356 Redirect Behaviors 356 TAPI Route Point Capacities 358 Creating a TAPI Route Point 358 Modifying a TAPI Route Point 358 Viewing TAPI Route Point Statistics 359 Specifying TAPI Line Redirect Timeout 359 TAPI Supervisory Monitoring 359 Supervisory Monitoring Modes 360 TAPI Settings 361 13 DOWNLOADS Software 363 LabelMaker Utility 363 Documentation and Reference Guides 364 14 LICENSING AND UPGRADES Licenses 365 Add a License 366 Remove a License 366 Usage Report 367 Backing Up Licenses 367 Restoring Backed - Up Licenses 367 Obtaining Details of License History 367 Software Upgrade 368 System Software Licensing 369 Restricted Operation 370 Considerations 371 Customer Service 371 Third - Party Drivers 372 Software Upgrades 372
13 Third - Party Telephone Groups 372 15 REPORTS Directory 373 Device List 373 System Data 374 Disk Status 374 Power Supply Status 374 16 NETWORK MANAGEMENT SNMP 375 Terminology and Acronyms 377 SNMP Managers and Agents 377 SNMP Security 378 Community Strings 378 User - based Security Model ( USM ) 379 View - based Access Control Model ( SNMPv1 , SNMPv2c and SNMPv3 ) 379 Traps , Notifications , and Informs 380 Special Considerations 381 MIBs and MIB Objects 381 MIBs Used on the System 382 Standard SNMPv3 MIBs 383 Other IEEE / RFC MIBs 383 3Com MIB Objects 384 Diagnostics for 3Com MIB Objects 386 Persistent Storage 388 Agent Conformance Reference 388 Network Management Applications 390 Applicable Endpoints 390 Syslog 392 Transport Mechanism 393 Terminology 393 3Com Implementation 393 Syslog Message Components 394 PRI ( Priority ) Message Component 394 Header Component 401
14 MSG Component 404 Syslog Security Considerations 405 Message Forgery 405 Periodic Timestamp on Console ( PTOC ) 406 Event Logging 406 Maintenance Alerts 407 17 COUNTRY SETTINGS Regional Software 409 Install Regional Software 410 Remove Regional Software 411 Regional Details 411 Regional Settings 412 18 TROUBLESHOOTING Telephone Local User Interface Utility 415 Using the LUI Utility 416 Using the LUI Menu Options 425 The 3Com Telephone Local Configuration Application 433 Installing the 3Com Telephone Local Configuration Application 433 Using the Telephone Local Configuration Application 433 Using H3PingIP 434 System - level Troubleshooting 434 Digital Line Card Troubleshooting 436 Alarm Conditions ( Overview ) 437 Alarm Descriptions 438 Alarms on NBX Digital Line Cards 439 Configuration and Status Reports 440 Connecting a Computer to a Serial Port 447 Servicing the Network Call Processor Battery 449 Getting Service and Support 449 A INTEGRATING THIRD - PARTY MESSAGING Installing Software on the Third - Party Messaging Server 451 Configuring the System 452 Configuring NBXTSP on the Server 453
15 B ISDN COMPLETION CAUSE CODES C CONFIGURING OPTION 184 ON A WINDOWS 2000 DHCP SERVER Overview 461 Creating Option 184 462 Editing Option 184 Values 462 Activating Option 184 463 D CALLER ID Forwarded Calls and Caller ID 465 Calls That Are Forwarded Multiple Times 465 Long Caller ID Character Strings 466 Specific Caller ID Situations 466 Analog Terminal Adapter and Analog Terminal Card Ports 466 3Com Legacy Link or Citel Analog Interface Card 467 Bridged Extension Telephones 467 External Calls 467 Internal Calls 468 Nortel Phones 468 Parked Calls 469 Second Incoming Call 469 TAPI Calls 469 TAPI Redirected Calls 469 VTL Calls 469 Calls Transferred to Hunt Groups 469 3Com Cordless Calls 469 E OUTBOUND CALLER ID AND 911 SERVICE Sample Dial Plan 472 Internal 3 - Digit Extensions 472 Incoming DID Section 472 Least Cost Routing Portion 473 Pretranslators ( Part 1 ) 474 Pretranslators ( Part2 ) 475
16 F NBX ENTERPRISE MIB GLOSSARY INDEX 3COM CORPORATION LIMITED WARRANTY FCC CLASS A VERIFICATION STATEMENT FCC CLASS B STATEMENT FCC DECLARATION OF CONFORMITY
ABOUT THIS GUIDE Â® This guide describes how to configure and manage NBX Networked Telephony Systems . For information about how to install an NBX system for the first time , see the NBX Installation Guide . If the information in the release notes differs from the information in this guide , follow the instructions in the release notes . Release notes are available on the NBX Resource Pack DVD . How to Use Table 1 can help you find information in this guide . This Guide Table 1 Overview of This Guide An overview of the systems Chapter 1 Configure system settings Chapter 2 Configure system features Chapter 3 Maintain the system Chapter 4 Configure telephones Chapter 5 Configure user settings Chapter 6 Configure Automatic Call Distribution Chapter 7 Configure and manage digital and analog line cards Chapter 8 Configure NBX Voice Messaging ( voice mail ) , Auto Attendant , and Chapter 9 Voice Profile for Internet Mail ( VPIM ) Enable and configure Session Initiation Protocol ( SIP ) operation Chapter 10 Prepare and configure the dial plan Chapter 11 Configure Virtual Tie Lines and TAPI Rout Points Chapter 12 Download optional software and the LabelMaker utility Chapter 13 Licensing and upgrade information Chapter 14 Create reports Chapter 15 Configure SNMP , Syslog , event logging and maintenance alerts Chapter 16 Install and configure international language settings Chapter 17
18 ABOUT THIS GUIDE Table 1 Overview of This Guide Troubleshooting information Chapter 18 Third - party messaging system Appendix A ISDN Completion Cause Codes Appendix B Option 184 on a Windows 2000 DHCP server Appendix C Caller ID behavior Appendix D Telephony and networking terms Glossary References to all topics in this book Index FCC and Industry Canada information , Software End - User License page 545 Agreement , and Limited Warranty for Software and Hardware Conventions Table 2 lists conventions that are used throughout this guide . Table 2 Notice Icons Icon Notice Type Description Information note Information that describes important features or instructions . Caution Information that alerts you to potential loss of data or potential damage to an application , device , system , or network . Warning Information that alerts you to potential personal injury . International Table 3 lists the United States and international equivalents of some of Terminology the specialized terms that are used in the NBX documentation . Table 3 International Terminology Term used in U.S . Term used outside the U.S . Toll restrictions Call barring Pound key ( # ) Hash key ( # ) CO ( central office ) Telephone Exchange Toll - free Free - phone Analog Line Card Analog Trunk Line Interface Module
Your Comments 19 Your Comments Your suggestions are important to us . They help us to make the NBX documentation more useful to you . Send comments about this guide or any of the 3Com NBX documentation and Help systems to : Voice_TechComm_Comments @ 3com.com Please include the following information with your comments : â– Document title â– Document part number ( found on the front page ) â– Page number Example : NBX Administratorâ€™s Guide Part Number 900 - 0212 - 01 Rev AA Page 25 As always , address all questions regarding the hardware and software to your authorized 3Com NBX Voice - Authorized Partner .
20 ABOUT THIS GUIDE
INTRODUCTION 1 Â® The NBX Administratorâ€™s Guide explains how to configure your NBX system . This chapter describes these topics : â– Network - based Telephony â– NetSet Administration Utility For information about how to install hardware components , see the NBX Installation Guide . Network - based 3Com Networked Telephony Solutions merge telephony with networking Telephony by delivering business telephone service over a data network . To a telephone user , a 3Com Telephone is an office telephone . You can use it to make and receive calls , transfer calls , park calls , use voice mail , and so on . Inside , the 3Com Telephone is a network device that can communicate over the LAN using Ethernet frames or IP packets . The telephone also includes a LAN port . You can connect your computer to your network through the telephone and avoid the need for a second LAN connection at the desktop . The core of the system is the Call Processor . The Call Processor manages the processes of making and receiving calls , providing voice mail and Auto Attendant services , and responding to requests for special services , such as access to the NBX NetSet administration utility , Computer Telephony Integration ( CTI ) services , or the systemâ€™s IMAP ( Internet Message Access Protocol ) server .
22 CHAPTER 1 : INTRODUCTION NetSet the NBX NetSet utility is a browser - based interface that you use to Administration configure and manage the system . the NBX NetSet utility requires any of Utility these browsers : â– Microsoft Internet Explorer 5.5 or higher â– Netscape Navigator 7.0 or higher â– Mozilla Firefox 1.0 or higher shows a sample NetSet window . The navigation menu is on the Figure 1 left of the window . Place the cursor over any of the functions to expand the view of that function and display all the associated options . Figure 1 NetSet Utility - Page Zones Window Systems present the NBX NetSet utility through an embedded web server that is integrated in the system software . NetSet passwords grant system administrators and telephone users different levels of access privileges . Individual telephone users can view or change their personal settings , such as personal speed dial lists , off - site notification settings , and ringing tones . System administrators can manage user profiles and devices , change system parameters , such as dial plan settings , and upgrade the system software .
NetSet Administration Utility 23 NetSet User Interface Figure 2 shows the NBX NetSet utility user interface . Each NetSet user interface page contains common elements . Figure 2 User Interface Elements Navigation Route Bar Title Bar Help Tab Menu Bar Navigation Menu â– Title Bar â€” The NBX trademark followed by the system ( host ) name . â– Navigation Route Bar â€” The current page location , which is the selected navigation menu item and the selected submenu item . â– Navigation Menu â€” A list of all navigation groups in the NBX NetSet user interface . The navigation menu is partially or fully disabled under certain conditions . These conditions include : â– System backup in progress : All menus are disabled . â– System restore in progress : All menus are disabled . â– System shutdown : All menus are disabled . â– No system license : Only Licensing and Upgrades and System Maintenance menus are enabled . â– Tab Menu Bar â€” Displays when you click a menu item or submenu item , or when you click a link to a record . â– Help â€” Quick help text plus a button that invokes detailed help .
24 CHAPTER 1 : INTRODUCTION
SYSTEM SETTINGS 2 This chapter provides information about how to configure settings , whose effects span the entire system , and includes these topics : â– Auto Discovery â– Enable Features System - Wide â– System Identity â– Business Information â– Date and Time â– IP Settings â– Audio Settings â– Timers â– Multicast Addresses For more information about these topics and configuration procedures , see the online Help . Auto Discovery The Auto Discovery feature simplifies initial system configuration by adding information about new devices to the configuration database . Devices include telephones , Analog Line Card ports , Digital Line Card channels , Analog Terminal Adapter ports , 3Com Attendant Consoles , and virtual devices , such as the pcXset Soft Telephone . Devices must have network connectivity with the Call Processor . After the system discovers a device , the Auto Discovery process does not find that device again . To remove a device from the system database , use the NBX NetSet utility to remove the device and its database record manually . Note that if you delete a telephone user , the system does not delete the device associated with that user .
26 CHAPTER 2 : SYSTEM SETTINGS The system does not discover licensed devices until you enter the appropriate Group License . For more information about Group Licensing , see the NBX Installation Guide . summarizes Auto Discovery actions for system components . Table 4 Table 4 Auto Discovery Actions on System Components Component Auto Discover Action Analog Line Card , and V3000 Gathers configuration information from each port on the card , assigns a default and V3001 analog line ports extension , and enters the information into the configuration database . Digital Line Card Gathers configuration information from the card , assigns a default extension , and enters the information into the configuration database . After you Auto Discover the Digital Line Card , you may need to edit the dial plan to configure Direct Inward Dial ( DID ) numbers . 3Com Telephones Gathers configuration information from the telephone , assigns a default User Profile labeled new user , assigns the next lowest available extension number to the profile , Analog Terminal Cards and enters the information into the configuration database . Analog Terminal Adapters Auto Discover Telephones finds both Analog Terminal Cards and Analog Terminal Adapters . V3000 and V3001 ATA port By default , the Auto Discover process assigns extension number 1000 ( 4 - digit dial plan ) or 100 ( 3 - digit dial plan ) as the first telephone extension . You can use the NBX NetSet utility to specify a new extension starting number . To simplify Auto Attendant configuration , start a range at a base number , for example , 1000 / 100 , 2000 / 200 , 3000 / 300 , or 4000 / 400 . The default Auto Attendant assumes that extension 1000 ( 4 - digit dial plan ) or 100 ( 3 - digit dial plan ) is the extension of a human attendant ( receptionist ) . 3Com Attendant Console Finds and configures any installed 3Com Attendant Consoles . The system maps the first 100 existing telephones , except for the extension that is associated with the Attendant Console , to Attendant Console buttons . The lowest extension is automatically associated with the Attendant Console . Typically , you enable Auto Discover Attendant Consoles after you have installed all your telephones . pcXset Enables the Auto Discover feature on installations of the pcXset PC Telephone Client Soft Telephone when the following conditions are true : â– The pcXset PC Soft Telephone program is running on the host PC . â– The pcXset PC Soft Telephone host computer is connected to the network . â– You have entered the proper license key into the NBX NetSet utility . Initial System To use the Auto Discover feature for initial system configuration : Configuration 1 Log in to the NBX NetSet utility using the administrator username and password . System - Wide Settings > Enable Features System - Wide . 2 Click
Auto Discovery 27 3 Verify that the Extensions Start At field is set to what you want , and then click Apply . For a 4 - digit dial plan , extensions start by default at 1000 . For a 3 - digit dial plan , extensions start at 100 . Do not specify a starting extension that begins with zero ( 0 ) , which will cause the Auto Discover process to fail . System - Wide Settings > Auto Discovery . 4 Click 5 Select the check box for the device type that you are configuring and click Apply . 3Com recommends that you Auto Discover one device type at a time . See the online Help for detailed information about each field . Auto Discovery Notes â– If devices are on a different subnetwork from the Call Processor , enable IP on the Call Processor ( System - Wide Settings > IP Settings ) , and each device must have IP configuration information . â– You can use DHCP to configure the telephones . You must configure the DHCP server to provide the Call Processor IP address through option 184 . Also , you can use the keypad to program IP settings into Configuring Option 184 on a Windows 2000 DHCP each device . See â€œ Server â€� on page 461 for DHCP information and â€œ Telephone Local User Interface Utility â€� on page 415 for telephone local programming instructions . â– The Auto Discovery and software download processes may take a few moments to complete . The Call Processor initializes devices one at a time . If you have connected many new devices to the system at the same time , the Auto Discovery process requires more time . â– A fully initialized telephone displays its extension and the date and time . If there are no extensions available , the Auto Discover process fails , and the telephoneâ€™s display panel continues to display the telephoneâ€™s MAC address . â– If you are adding devices that do not have a display panel , such as 3100 Entry Telephones , connect the devices one at a time and then refresh the Telephone Configuration > Telephones list after you connect a device to see the extension assigned to that device . â– If you are installing a 3Com Attendant Console , connect it after you have discovered all of the telephones . The Auto Discover Attendant
28 CHAPTER 2 : SYSTEM SETTINGS Consoles process maps all existing telephone extensions to the Attendant Console . Disabling the Auto After you finish the Auto Discovery process for the initial configuration , Discovery Feature disable Auto Discovery so that the Call Processor does not continue to search for added devices . To disable the Auto Discovery feature : 1 Log in to the NBX NetSet utility using the administrator username and password . System - Wide Settings > Auto Discovery . 2 Click Auto Discover check boxes . 3 Clear all Apply . 4 Click Enable Features From the System - Wide Setting page , you can make changes to these System - Wide settings . â– Extensions Start at â– External Prefix â– RTP DTMF Payload Type â– Caller ID Wait Timer â– External Paging Delay â– External Page Alert Volume â– Handsfree on Internal Transfer / Camp On â– Handsfree on External Transfer / Camp On â– System - wide CLIR â– One Button Transfer â– Pulse Dialing â– Supervisory Monitoring â– Call Timer â– Music On Hold â– Music on Transfer â– NBX Messaging
Enable Features System - Wide 29 â– IP Messaging or Third - Party Messaging â– URL for user access to IP Messaging or third - party messaging â– Enable SIP To configure system - wide settings : 1 Log on to the NBX NetSet utility using the administrator login ID and password . 2 Click System - Wide Settings > Enable Features System - Wide . 3 See the online Help for detailed information about the settings and how to modify them . summarizes how Call Timer works with other PBX - type features . How Call Timer Table 5 Works With Other Telephone Features Table 5 Call Timer Behaviors Feature Description Internal Call The call duration displays on the originating telephone when the telephone user finishes dialing the destination number . The call time increments while the called number is ringing . Call Timer does not work if the caller enters an invalid internal extension . External Call Call Timer behavior for an external call is the same as that of an internal call except in these cases : â– If the caller enters an invalid external number â– If the telephone of the called number is busy In these cases , the call time continues to advance . Hold When you put a call on hold , the system hides the Call Timer display . However , the Call Timer count continues to increment during the time that the call is on hold . When you take the call off hold , the Call Timer reappears . Transfer When you transfer a call , the Call Timer count does not carry forward to the transfer destination . However , during the time period that the call is ringing on the transfer destination telephone , the Call Timer count continues to increment on your telephone . When the telephone user to whom you transferred the call answers the call , that user sees the Call Timer count start from zero .
30 CHAPTER 2 : SYSTEM SETTINGS Table 5 Call Timer Behaviors Feature Description Conference The Call Timer value on the telephone that originated the call Call increments from the time at which the call originated . The Call Timer value on each telephone that is added to the conference increments from the time the conference participant answered the phone . If the conference originator drops other parties in the conference and stays with one party at the end , the Call Timer is based upon the total time the two parties spent in on the call , including any time before or during the conference . Call Park Call Park behavior is similar to the Transfer feature . However , if the telephone that unparks the call is the same telephone that parked the call , Call Timer displays the total time based on the time when the telephone originated the initial call . Transfer If the caller dials the main Auto Attendant number , and the Auto Through Auto Attendant transfers the call to the extension of choice ( or to the Attendant default destination ) , the called party sees the same behavior as if the call had been transferred . That is , the Call Timer count at the transfer destination starts when the called party answers the call . Bridged Calls For bridged calls , the Call Timer display depends on the off - hook indicator . Example : An administrative assistant answers the phone , and puts the call on hold . Then , the a site manager picks up the call . The manager sees the counter start from zero . However , if the administrative assistant puts the call on hold and retrieves it later , the administrative assistant sees that the system has defined the Call Timer display for normal hold . Example : An administrative assistant puts a call on hold , and the manager picks up the call and then puts it on hold . Then , the administrative assistant picks up the call . In this case , the administrative assistant sees the Call Timer display as if the administrative assistant had picked up a new call . System Identity The System Identity window shows the current system settings , such as the software version , the IP address of the system , and the amount of free memory . To view system settings : 1 Click System - Wide System Settings > System Identity . describes the System Settings fields . Table 6
System Identity 31 Table 6 System Settings Field Purpose Software Version The call control software for the system . System Serial # The serial number on the Call Processor circuit board . Host Name This is an IP setting . It is a name you can give to the system so you do not have to specify the IP address when you access the NBX NetSet utility through a browser . IP Address The IP address of the system . Default Gateway The IP address of the destination host for any IP packet not addressed to a host on the local subnetwork . Subnet Mask An IP setting that identifies the network and host portions of an IP address on the network . Network Protocol The transport mechanism for voice packets . Ethernet only : All communications are at the Ethernet frame layer . Standard IP : IP communications are used for traffic between NBX system addresses . Every device needs an IP address . IP On - the - Fly : An implementation of IP communications in which Layer 2 ( Ethernet ) devices temporarily use a Layer 3 ( IP ) address only when those devices need to communicate with a Layer 3 device on a different subnetwork . The system administrator defines an address pool that assigns the IP address . After the Layer 2 device returns to the idle state , the IP address returns to the pool of available addresses for future use . System MAC Address The hardware address of the system . MOH MAC Address The hardware address of the Music - on - Hold ( MOH ) device . Free Memory Available memory on the system . Memory Upgrade Indicates whether this system has had a memory upgrade . Installed Possible values are : â– Yes ( V3000 , V3001 , V5000 systems ) â– No ( V3000 , V3001 , V5000 systems ) â– N / A ( NBX 100 , V3001R systems ) File System The file system this system uses . â– NBXFSV1 - The pre - release R6.0 file system . â– NBXFSV2 - The newer file system that is shipped with release R6.0 or higher systems , which offers better performance and upgrade capabilities . If you upgrade an existing system to release R6.0 , the system continues to use NBXFSV1 .
32 CHAPTER 2 : SYSTEM SETTINGS Table 6 System Settings ( continued ) Field Purpose Date and Time The current system date and time . To modify , click System - Wide Settings > Set Date and Time . System Start Time The last time you initialized the system ( boot time ) . You can configure information about the your business , such as business Business Information address and hours , including time of day service modes . You can also view the current mode and force the system into a different mode . To enter business information : 1 Log on to the NBX NetSet utility using the administrator login ID and password . 2 Click System - Wide Settings > Business Information . 3 See the online Help for procedures to modify these types of information : â– Business information â– Business hours â– System mode Click the Business Identity tab to display the information that you configure in the Business Information , Business Hours , and System Mode windows . System Mode The System Mode window lets you specify that the system operate in a particular mode or automatically . If necessary , you can force the system into a specific Time of Day Service mode without changing other system settings , such as Business Hours . If the system is in Automatic mode , it constantly compares the current time of day and day of week with the settings you establish in the Business Hours window ( click System - Wide Settings > Business Information and click the Business Hours tab ) . Business Hours The Business Hours window allows you to define business hours for three separate service modes : Open , Lunch , and Other . Any time period that does not fall within these specified hours is considered Closed . Business hours link directly to time - of - day service modes and can affect other settings in the system , such as the Auto Attendant .
Date and Time 33 If the system mode is set to Automatic , the system constantly compares the current time of day and day of week with the business hour tables . The system knows the current day of the week and proceeds across the tables in a sequential manner , looking for business hours that match the current time of day . The system examines the three tables sequentially : first the Other mode , then the Lunch mode , and then the Open mode . The system moves across the tables until it finds a match . It skips a blank table . Date and Time The Date and Time window allows you to configure the following : â– System Date and Time â– Simple Network Time Protocol ( SNTP ) System Date and Verify that the system date and time are accurate because it affects these Time system features : â– The 3Com telephone display panel â– Business hours behavior â– Time - dependent prompts in the Auto Attendant â– Time and date stamp on voice mail To access the date and time settings in the NBX NetSet utility : 1 Log on to the NBX NetSet utility using the administrator login ID and password . 2 Click System - Wide Settings > Date and Time . 3 See the online Help for the procedure to set the system date and time . If you enter the system time and select a new time zone simultaneously , ( that is , you do not apply the system time first ) the system automatically adjusts the system time you entered to correspond to the selected time zone . For example , if the system time is set to 6 : 00 AM US Pacific , select the US Pacific time zone and allow the system to adjust the time automatically . If you enter 6 : 00 AM and then select the US Pacific time zone , the system adjusts the system time based on 6 : 00 AM and displays the system time as 3 : 00 AM US Pacific .
34 CHAPTER 2 : SYSTEM SETTINGS Simple Network Time The Simple Network Time Protocol ( SNTP ) synchronizes CPU clocks across Protocol ( SNTP ) the Internet . SNTP belongs to the TCP / IP suite and works at the Application layer in the OSI model , and uses UDP port 123 for communication . SNTP Version 4 can operate in either unicast ( point to point ) , multicast ( point to multipoint ) , or any cast ( multipoint to point ) . If you need to coordinate your system time with other Internet devices , use the NBX NetSet utility to synchronize the system to an SNTP server at a specified interval . The initialization process initializes the SNTP client and connects to an available SNTP server . The SNTP server provides the time , which the system uses . When the synchronization interval expires , the system synchronizes with the SNTP server again . Any changes to the SNTP configuration take effect when the synchronization interval expires . The system uses the time provided by the SNTP server for all references to local time . This includes the time stamps used by the Call Processor , phones , and gateways . If the SNTP server fails , you can configure the system to transfer server control to another active SNTP server in the list . ( You have the option to identify up to three SNTP servers to the system ) . See the online Help for information about the procedure to configure the system to use SNTP . IP Settings The IP Settings window allows you to define the network protocol settings for this system and , if you are using IP On - The - Fly , to define the range of IP addresses that the system can use to assign addresses to devices as needed . Before you configure the IP settings , you must have all necessary network information , such as the network protocol , VLANs , Layer 3 IP information about this Call Processor , and any DNS server addresses . This information is propagated in the IP Settings window . The IP Address Ranges window allows you to add or delete a range of IP On - the - Fly addresses . Audio Settings Audio Settings enable you to affect the network impact of your audio packets by enabling or disabling compression and silence suppression .
Audio Settings 35 You can enable and disable these settings for the entire system and then override the system - wide setting for individual devices . Compression Before voice traffic can be transmitted over a digital network , the audio Overview waveform , an analog signal , must be encoded into a digital format . The digitized audio is packetized and delivered over the network to a destination , and then decoded back into a voice waveform . Software called a codec ( coder / decoder ) converts the audio information between digital and analog formats . Digitized audio formats have different properties . Each format represents a compromise between bandwidth and audio quality , that is , high quality audio typically requires more network bandwidth . Compressing the digitized audio data can conserve bandwidth with little compromise in audio quality , but compression requires increased processing overhead when encoding and decoding the audio information . Too much processing overhead can introduce delay . lists the codecs that the system supports and describes the Table 7 characteristics of each one . . Table 7 Supported Codecs Codec Description G . 711 An International Telecommunications Union ( ITU ) standard for audio encoding . Encoding and decoding is fast and support is No Compression widespread . Also called MULAW or ÂµLAW . A - law is a slight variation , which European telephone systems use . G . 711 provides high quality audio at 64 Kbps . Telephone companies worldwide use G . 711 encoding to provide â€œ toll - quality audio . â€� ADPCM Adaptive Differential Pulse Code Modulation ( ADPCM ) provides good quality audio at a lower bitrate ( 32 Kbps ) than G . 711 . The Medium system uses the International Multimedia Association ( IMA ) Compression version of ADPCM . G . 729 G . 729 , an ITU standard , employs a more sophisticated compression technique than ADPCM and it is supported High worldwide . The G . 729A codec compresses the audio information Compression to 8 Kbps , although processing overhead results in actual bandwidths greater than 8 Kbps .
36 CHAPTER 2 : SYSTEM SETTINGS Table 7 Supported Codecs Codec Description G . 722 G . 722.2 is an ITU - T standard for wideband voice applications and G . 722.2 services . G . 722.2 is an adaptive multi - rate wideband codec that G . 722.2LB uses bit rates ranging from 6.6 to 23.85 Kbps . Wideband Audio G . 722 is an SB - ADPCM ( sub band Adaptive Pulse Code Modulation ) codec . It runs ADPCM on both the low band ( 0 - 4000 Hz ) and the high band ( 4000 - 8000 ) . The raw bit rate ( without network packet headers ) is 64 Kbps . G . 722.2 is a CELP ( code excited linear prediction ) based codec . G . 722 is a 23.85 Kbps rate . G . 722.2 LB has a rate of 8.85 Kbps . The standard was originally designed for wireless networks and the different rates allow for adapting to varying channel conditions . Codec Selection It is important to remember not to select a codec based on compression alone . Consider the trade - off between audio quality and bandwidth use . System - Wide Audio For system - wide audio , base the default list order on audio quality : Table 8 Default Order List Based on Audio Quality Codec Quality Bandwidth G . 722.2 best quality medium bandwidth G . 722 high quality high bandwidth G . 711 good quality high bandwidth G . 722.2LB good quality low bandwidth G . 729 medium quality low bandwidth ADPCM low quality medium bandwidth VTL Calls Audio For Virtual Tie Line ( VTL ) audio , base the default list order on bandwidth usage : Table 9 Default Order List Based on Bandwidth Usage Codec Quality Bandwidth G . 722.2LB good quality low bandwidth G . 729 medium quality low bandwidth
Audio Settings 37 Table 9 Default Order List Based on Bandwidth Usage Codec Quality Bandwidth G . 722.2 best quality medium bandwidth ADPCM low quality medium bandwidth G . 722 high quality high bandwidth G . 711 good quality high bandwidth Custom Audio For custom audio that you define based on the needs of your site , you can choose the list order : Table 10 Default Order List Based on Bandwidth Codec Quality Bandwidth G . 729 medium quality low bandwidth G . 722.2 best quality medium bandwidth ADPCM low quality medium bandwidth G . 722.2LB good quality low bandwidth G . 722 high quality high bandwidth G . 711 good quality high bandwidth For the audio settings that are configured on each device , 3Com provides sorted lists such as these . Each list contains the codecs supported for that device only . For example , a default codec configuration list for a 3Com Business Telephone ( that is , sorted by audio quality ) may show a codec configuration list like the following : G711 good Q high BW ADPCM low Q med BW If you have set device options for a low bandwidth connection , then the 3Com Business Telephone codec configuration list may show : ADPCM low Q med BW G711 good Q high BW
38 CHAPTER 2 : SYSTEM SETTINGS When the system negotiates which codec to choose , the process starts from the top of the list and queries devices to discover if they support the codec . If the device is supported , the system chooses the codec ; otherwise , the system goes on to the next codec in the list and initiates the query process . Codecs and NBX Codecs reside on the NBX devices â€” telephones , analog terminal Devices adapters , and so forth . Some older devices do not support the latest codecs . Therefore , during call setup , NBX devices negotiate an encoding scheme that both devices ( or all devices on a conference call ) support . lists each device that must encode or decode audio , and shows Table 11 how each device supports the available codecs . Certain devices are marked â€œ N / A â€� for the G . 722 codecs because those codecs are for wideband audio , which is not supported by wide area networks or across the PSTN . Table 11 Audio Encoding Supported by NBX Devices Device Part Number G . 729 ADPCM G . 711 G . 722 G . 722.2 G . 722.2LB 3Com 1102 , 2102 , and 2102 - IR 3C10121 3C10122 No Yes Yes No No No Business Telephones 3C10226A 3C10228IRA 3C10226PE Yes Yes Yes No No No 3C10226B 3C10228IRPE 3C10228IRB 3C10281PE 3C10281B 3Com 2101 Basic Telephones 3C10248PE Yes Yes Yes No No No 3C10248B 3Com 3100 Entry Telephone 3C10399A Yes Yes Yes No No No 3Com 3101 , and 3101SP Basic 3C10401A Yes Yes Yes No No No Telephones 3C10401SPKRA 3Com 3101B Basic Telephone 3C10401B Yes Yes Yes Yes Yes Yes 3Com 3101SPB Basic Telephone 3C10401SPKRB Yes Yes Yes Yes Yes Yes 3Com 3102 Business Telephone 3C10402A Yes Yes Yes No No No 3Com 3102B Business Telephone 3C10402B Yes Yes Yes Yes Yes Yes 3Com 3103 Managerâ€™s 3C10403A Yes Yes Yes Yes Yes Yes Telephone 3Com 3106C and 3107C 3C10406C Yes Yes Yes No No No Cordless Telephones 3C10407C
Audio Settings 39 Table 11 Audio Encoding Supported by NBX Devices ( continued ) Device Part Number G . 729 ADPCM G . 711 G . 722 G . 722.2 G . 722.2LB 3Com 3108 Wireless Telephone 3C10408A Yes Yes Yes No No No Analog Terminal Adapter 3C10120 No Yes Yes N / A N / A N / A 3C10120B 3C10400 Yes Yes Yes N / A N / A N / A Analog Terminal Card 3C10117 No Yes Yes N / A N / A N / A 3C10117B - INT 3C10117C Yes Yes Yes N / A N / A N / A Analog Line Card 3C10114 No Yes Yes N / A N / A N / A 3C10114 - ANZ 3C10114C Yes Yes Yes N / A N / A N / A Digital Line Card 3C10116 , No Yes Yes N / A N / A N / A 3C10116B 3C10116C 3C10164 - ST ( BRI ) 3C10164C - ST ( BRI ) 3C10165 3C10165C 3C10116D Yes Yes Yes N / A N / A N / A 3C10165D Silence Suppression Silence suppression is a method of reducing the number of packets Overview transmitted during a conversation . Silence suppression can help you avoid dropped packets on a congested network . During a conversation there are periods of silence . A packet of silence takes up as much bandwidth as a packet with audio data . If you enable Silence Suppression , the telephone sends a silence indicator when it senses the start of a silent period and it suppresses all subsequent voiceless frames . When another NBX device receives this indicator , it generates and inserts white noise until it receives the next frame that contains audio data . If you enable Silence Suppression , a careful listener may notice a difference in audio quality . The background white noise generated by the receiving telephone is subtly different from the silence in an audio stream . Silence suppression results in compromises to audio quality . Do not enable suppression unless you are trying to solve network bandwidth congestion issues that you cannot solve through other means , such as increasing network capacity . To enable Silence Suppression , click System - Wide Settings > Audio Settings .
40 CHAPTER 2 : SYSTEM SETTINGS Timers System timers enable you to set time - out periods for the system features 2 . that are described in Table 1 To set timers : 1 Log on to the NBX NetSet utility using the administrator login ID and password . 2 Click System - Wide Settings > Timers . Table 12 System Timers Field Purpose Forward Voice When a telephoneâ€™s Forward to Mail feature is enabled , sets the Mail On duration of ringing before the system forwards a call to voice mail . Timeout NOTE : If you set this time to be less than six seconds , Caller ID information is not captured in voice mail . Forward Voice When a telephoneâ€™s Forward to Mail feature is disabled , sets the Mail Off duration of ringing before the system forwards a call to voice mail . Timeout The system uses this setting as the default for each new telephone user that you add to the system . If you modify this value , users added after the change use the new value as the default . Telephone users added prior to the change are unaffected . Individual telephone users can modify the default setting in the Call Forward window of the User interface of the NBX NetSet utility by specifying the number of times the telephone rings before the system forwards a call . Line Port Hold For a call that originated on an outside line , the length of time that Timeout the call remains on hold before it rings at the extension that placed the call on hold . Call Park The length of time that a call can be parked before it rings at the Timeout extension that parked the call . Conference The length of time before the system abandons a conference Timeout attempt . Applies to a blind conference only . The timeout takes effect under these conditions : â– Two people , A and B , are involved in a call and one of them attempts to blind conference another person , C . â– C does not answer and Câ€™s voice mail does not pick up the call . After the Conference Timeout period , the system stops ringing Câ€™s telephone , stops attempting to conference with C , and reverts to the call between A and B . Transfer The length of time that a transferred call attempts the transfer Timeout before it rings at the extension that transferred the call .
Multicast Addresses 41 Table 12 System Timers Field Purpose TAPI Line The length of time before a call redirected from a TAPI route point Redirect by an external application returns to its original destination . After Timeout two failures , the call goes to the TAPI route pointâ€™s call coverage option . TAPI Line Redirect allows an external TAPI application , typically a call center application , to reroute incoming calls based on caller ID information automatically . For more information , see TAPI Route Points . Camp On The length of time that a call can camp on a busy extension before Timeout the system returns the call to the extension that initiated the Camp On feature . The Camp On Timer can be set in increments of 10 seconds . The default value for Camp On Timer is 180 seconds . The maximum value that you can set the timer for is 600 seconds . Automatic The length of time that a call can be designated for call back Callback before the system cancels the call . Timeout The Callback Timer has default value of 12 hours . You can set the timer to have a null value . If Automatic Callback is not returned in the specified time , Automatic Callback is cancelled . A system reboot also cancels the Automatic Callback on an extension . Multicast Addresses The system uses IP multicast addressing to distribute information for these system features , which are available on Layer 2 and Layer 3 IP devices : â– Mapped line appearances â– Internal pages â– External pages â– Conference calls The Music on Hold ( MOH ) feature is available on Layer 2 devices only . The IP implementation uses Internet Group Management Protocol ( IGMP ) to transmit and distribute the necessary data and audio . If you configure your system to use IP On - the - Fly or Standard IP and your switches use IGMP Snooping , you must have an IGMP Host on the network . Typically , an IGMP Host is an IP Multicast Router or a switch that has IGMP Query capability .
42 CHAPTER 2 : SYSTEM SETTINGS The system IGMP is an implementation of administratively scoped IP multicast that uses three scopes of administration : â– Local scope â€” Limited by local routers with IP addresses 18.104.22.168 through 22.214.171.124 â– Organizational local scope â€” Limited by boundary routers with IP addresses 126.96.36.199 through 188.8.131.52 â– Global scope â€” IP addresses 184.108.40.206 through 220.127.116.11 IGMP may not be available in all systems or network topologies . All routers between the various components must support IGMP and the necessary router protocols to establish a path for the IP multicast packets . Each event that occurs in an IGMP setup , such as taking a telephone off the hook , causes a packet of 200 Kb to 300 Kb to be sent . The default settings for the IP multicast addresses function in most network environments . Certain addresses are reserved . The MAC address and the IP address displayed on any one line of the Multicast Address List window are not related . There are two methods for selecting multicast addresses : â– Change IP â€” Lets you select a starting address for all entries . Changing IP multicast addresses is a quick way to change the range of system multicast addresses to avoid conflicts with other equipment on your network . â– Change bins â€” Lets you change a single entry by selecting from a list of available bins . Changing IP bins is useful for changing a single address that may conflict with another system device . Consult your network administrator to find out which address is in conflict and the new address to choose . To change multicast addresses : 1 Log on to the NBX NetSet utility using the administrator login ID and password . 2 Click System - Wide Settings > Multicast Addresses . 3 See the online Help for more information .
FEATURE SETTINGS 3 This chapter provides information about configuring the system to take advantage of system features . It describes these topics : â– Account Codes â– Call Pickup â– Call Park â– Page Zones â– Ring Patterns â– Supervisory Monitoring â– Speed Dials â– WhisperPage For more information about these topics and configuration procedures , see the online Help . Account Codes Account codes are additional numbers that telephone users dial to associate calls with specific functions , sources , or destinations . For example , call center operations often employ account codes to associate calls made by Automatic Call Distribution ( ACD ) agents with their in this guide for relevant accounts for tracking purposes . ( See Chapter 7 more information about ACD . ) Telephone users enter an account code while placing a call or during a call . Verifying account codes is a global configuration setting , while enforcing account codes is by means of a Class of Service ( CoS ) setting . If the CoS setting enforces the account code for that particular type of call , a telephone user must enter an account code before the system routes the call .
44 CHAPTER 3 : FEATURE SETTINGS The enforced account code does not apply to internal or emergency ( 911 ) calls . Account codes range from two to sixteen digits . The system allows up to 5000 account codes . The system maintains a centralized list of account codes that you can update , and can verify the account codes that telephone users enter against this list of account codes . Account codes are classified by four operation modes , which define how strictly to enforce account code usage for outgoing calls based on Class section of of Service criteria . See the Account Codes : Operational Modes this chapter for information about operational modes . Feature Interaction This section describes the ways in which account codes interact with other features . Bridged Station Appearance Only a primary telephone can originate a call . However , once the call is answered , either the primary or the secondary telephone can place the call on hold and take it off hold . The last account code that the primary or the secondary telephone entered overrides the account code for the call . CO Flash The system does not enforce account code entry for calls that you originate by means of a CO Flash . This means that you can receive a call , perform a CO Flash , and make an external call without entering an account code . Conference During the time that forced account code mode is enabled , you must enter an account code for each leg of a conference . The account code applies to the call leg , and not to the call from which the conference is initiated . After the conference is completed , an account code entered by any telephone user overrides the account code for the conference call . Emergency Numbers The system allows emergency numbers without an account code .
Account Codes 45 Call Forwarding You cannot specify account codes as part of a forwarding number . If you forward a call while forced account code entry is enabled , the call is forwarded and you are not prompted to enter an account code . A side effect of this feature interaction is that an internal extension could be used to forward calls to an external number and thereby circumvent forced account code entry . International Dialing If you enabled Force mode and a timeout occurs after you have entered the minimum number of digits and are still dialing , the system prompts you to enter an account code . After you enter the account code , you can continue entering digits for the international number . Paging You can use Paging without entering an account code . Call Park If you entered an account code before you park a call , that call is preserved when you unpark it . You can unpark calls without entering an account code . You can enter a new account code after unparking the call . Redial Account codes are not stored as part of the redial digits ( except on analog phones ) , even if you specified the account code as part of a speed dial operation . If outbound digits are redialed while forced account code mode is enabled , the system prompts you to enter an account code . Speed Dial Phones with programmable buttons and Attendant Consoles can use speed dial with account codes . From the User interface of the NBX NetSet utility : â– Configure a one - touch speed dial with an account code . Click Directory and then the One - Touch Speed Dial tab . Use the following format in the Number field : [ 888 ] + Account code + # + Outbound number
46 CHAPTER 3 : FEATURE SETTINGS You must use brackets , which indicates that 888 is a feature code . â– Configure a personal speed dial with an account code . Click Directory and then the Personal Speed Dial tab . Supply the account code separately in the Account Code field . For security reasons , the telephoneâ€™s display panel does not display the account code during a speed dial . If the account code is valid , the display panel displays the account name . Call Transfer If you enable Forced mode , when you transfer a call , enter an account code before the second call is routed . After the transfer is complete , the account code entered on the second call leg also applies to the transferred call . This means that the first call ( prior to the start of transfer ) can have account code XXX , the second call ( prior to the completion of the transfer ) can have account code YYY , and the transferred call has account code YYY . VTL Forced account code entry applies to all VTL calls . Account Codes : Before you configure account codes for your system , be sure that you are Operational Modes familiar with the enforcement and verification mechanisms and how they affect your call operations . Codes are classified by one of the these modes : â– Forced / Verified Mode â– Forced / Unverified Mode â– Unforced / Verified Mode â– Unforced / Unverified Mode Forced / Verified Mode In Forced / Verified mode , the system first forces the telephone user to enter an account code and verifies that the code is correct before routing an outgoing call . The system verifies the account code against a master list that you establish .
Account Codes 47 To place an outgoing call , dial the outbound number in either of the following ways : â– Outbound number + # + Account code + # â– Feature + 888 + Account Code + # + Outbound number In the first instance , you may not know or remember that an account code is necessary and dial only the outbound number . In this case , the telephone prompts you to enter an account code after a short period of time . If the account code is valid , the Feature Success tone plays and the system routes the call . If the account code is invalid : â– On a telephone with a display panel , the display panel displays the invalid account code and prompts you to enter the account code again . After three unsuccessful attempts to enter the account code , you must start over by reentering the outbound number and account code . â– On a phone without a display panel , the telephone plays the Feature Error tone and you must reenter the entire digit sequence . The system does not require account codes for emergency calls , such as 911 , and immediately routes the calls . During the call , you can enter another valid account code using the following format : F + 888 + Account_code + # You can enter multiple account codes during a call ; the most recently entered account code overrides the previously entered account code . In Verified account code mode , the newest account code only overrides the existing account code if it has been verified . The account code and account name information is available in the Call Detail Reporting ( CDR ) data . To download the NBX Call Reports software , click Download > Applications . To enable CDR , click System Maintenance > Call Report Settings . Enforcing account codes is applicable for outgoing external calls only .
48 CHAPTER 3 : FEATURE SETTINGS Forced / Unverified Mode Forced / Unverified mode is similar to Forced / Verified mode in that the system forces you to enter an account code . However , because the system does not verify the account code , the telephone either : â– Displays the account name associated with the code . â– Displays the text string Unknown Account . In this mode , it is possible for you to enter an invalid account code and still proceed with the call . The account code and account name information is available in CDR . The system only forces the use of account codes on outgoing , external calls . Unforced / Verified Mode In Unforced / Verified mode , the system does not force you to enter an account code . However , if you do enter an account code , the system verifies that the account code is correct . You can enter an account code during the call using the following format : Feature + 888 + Account_code + # The system verifies the account code against the list of valid account codes . â– On a telephone with a display panel , an invalid account code shows Unknown Account , and the call continues . the text string â– On a telephone without a display panel , an invalid account code plays the Feature Error tone , and the call continues . Unforced / Unverified Mode Unforced / Unverified mode is similar to Unforced / Verified mode , but the system does not verify the account code . The telephone displays the account name if the account code is valid and the call continues . The account code and account name information is available in CDR .
Call Pickup 49 Configuring Enforcement and Verification To enable or disable verification of outgoing calls : 1 Log in to the NBX NetSet utility using the administrator login ID and password . 2 Go to Feature Settings > Account Codes . 3 Enable the check box next to an account code ( or create a new one before proceeding ) . 4 Enable or disable the Enforce account codes verification check box , as necessary . 5 Click Apply . To enforce or relax the need for an account code : 1 Log in to the NBX NetSet utility using the administrator login ID and password . 2 Click User Configuration > Class of Service . 3 Click a CoS Group name , which displays the Modify window . 4 Locate the Class of Service ( such as International or Long Distance ) , and then enable or disable the corresponding Force Acct Code check box . 5 Repeat the previous step for each Class of Service . 6 Click Apply to activate the changes and leave this window open , or click OK to activate the changes and close this window . Call Pickup Call Pickup allows telephone users who hear a telephone ringing to answer the call on their own telephones . To enable this feature , you add telephone extensions to Call Pickup Groups . The Call Pickup feature is not supported for hunt groups . However , it is supported for ACD groups . summarizes the Call Pickup group numbers . Group Numbers Table 13
50 CHAPTER 3 : FEATURE SETTINGS Table 13 Call Pickup Group Numbers System Group Numbers V3000 , V3001 , V3001R , 50 Call Pickup groups : V5000 â– Group 0 through group 31 ( extension 500 through 531 ) â– Group 32 through group 49 ( extension 482 through 499 ) 50 Directed Call Pickup groups ( extension 540 through 589 ) NBX 100 32 Call Pickup groups from group 0 ( extension 500 ) through group 31 ( extension 531 ) 10 Directed Call Pickup groups from 540 through 549 See an NBX telephone guide for user instructions about how to use Call Pickup . If you select Auto Add Phones to Call Pickup Group 0 ( System - Wide Settings > Auto Discovery ) , every telephone that you add to the system is a member of Call Pickup group 0 ( extension 500 ) . Any telephone can pick up calls to a telephone user who is a member of default Call Pickup Group 0 . Telephone users can add or remove their own telephone extensions from the group to allow or prevent others from picking up their calls . See the NBX Telephone Guide and the User online Help for more information . You can add telephone users to and remove them from any of the groups . Telephone users can remove themselves from Call Pickup group 0 , but not from any other Call Pickup groups . You can map Call Pickup Groups to user telephone buttons to provide Creating and Managing one - touch access to the Call Pickup groups . See â€œ Button Mappings â€� in Chapter 5 . To configure call pickup groups and modify group membership : 1 Log on to the NBX NetSet utility using the administrator login ID and password . 2 Click Feature Settings > Call Pickup . 3 See the online Help for more information .
Call Park 51 Call Park When you park a call , anyone can retrieve it from any other telephone in the system by entering the Call Park extension that is associated with that call . Example : You need to transfer an incoming call , but the person that you need to reach is not available . You can park the call on any unused Call Park extension , and then page the person and announce that Call Park extension . The person can then dial the Call Park extension from any internal telephone to retrieve the parked call . These are the default system configuration extensions for Call Park : â– 4 - digit dial plan : 6000 through 6099 â– 3 - digit dial plan : 601 through 609 Adding a Call Park To add a Call Park extension : Extension 1 Click Feature Settings > Call Park . 2 Click Add . 3 Enter the number of an extension in the Extension field . 4 Enter a name for the extension in the Name field . 5 Click OK . Changing a Call Park To change the name of a default Call Park extension : Extension Name 1 Click Feature Settings > Call Park . 2 Click an extension . 3 Enter the new name for the Call Park extension in the Name field . 4 Click OK . Removing a Call Park You can remove a Call Park extension at any time : Extension 1 Click Feature Settings > Call Park . 2 Select the extension , or extensions , that you want to delete and click Remove Selected . To select all extensions , enable the Select check box . 3 Click OK .
52 CHAPTER 3 : FEATURE SETTINGS To replace any extension that you remove , see â€œ Adding a Call Park Extension â€� on page 51 . Page Zones The Page Zone feature allows you to designate a subset of devices within the system as members of a zone . Telephone users then can page members of that group only , rather than paging all devices on the system . The system supports up to 16 page zones for each system . The system allows multiple simultaneous zone pages . However , a device that is currently paging or being paged will not respond to another page request . A Page Zone extension must be in the external device extension range : â– 6000 - 7999 for a 4 - digit dial plan â– 600 - 799 for a 3 - digit dial plan The default 3 - and 4 - digit dial plans assign extension numbers that start with 7 as diagnostic . Diagnostics is a Class of Service that you can assign to a telephone user . For example , if you want to assign a page zone to extension 720 , either change the dial plan ( to make 7 * * an internal call ) or assign the CoS permissions labelled Diagnostics to users who will be dialing the 720 page zone . To keep the dial plan and CoS defaults , use the extension range of 6000 â€“ 6999 ( or 600 â€“ 699 ) for page zones . Many extensions in these ranges are already reserved for Call Park and other features . Typically , you choose an extension near the upper end of the external extension range . Click Reports > Device List for a list of extensions currently in use . Page Zone Feature The Page Zone feature supports the following features and desktop Support applications : â– Caller ID â€” The display panel on the device originating the zone page displays the zone pageâ€™s name and extension ; the recipients â€™ display panels do not display the broadcasterâ€™s extension . â– Hands Free â€” A zone page reaches a device that has Hands Free enabled . â– Hold â€” A zone page reaches a device that has Hold enabled .
Ring Patterns 53 â– Speed Dial ( Personal ) â€” A device is able to store personal speed dial extensions as zone page extensions . â– Speed Dial ( System ) â€” A device is able to store system speed dial extensions as zone page extensions . All other features and desktop applications are not supported . A zone page does not reach a device that has Do Not Disturb enabled . When zone paging , you cannot include devices from a different Call Processor in a local page zone . However , if your dial plan is configured to support Virtual Tie Lines ( VTLs ) , you can include an extension on a different Call Processor in a zone page . SIP telephones can neither initiate nor receive pages . To configure Page Zones : 1 Log on to the NBX NetSet utility using the administrator login ID and password . 2 Click Feature Settings > Page Zones . 3 See the online Help for information about how to add , modify , and remove page zones . Ring Patterns You can set system - wide ring patterns , such as one , two , or three rings , to distinguish between internal and external calls . Do not confuse ring patterns with ringer tones , which telephone users can set for their telephones from the NBX NetSet utility . For information about setting a telephone userâ€™s ringer tones , see an NBX telephone guide or the User online Help . To set ring patterns : 1 Log on to the NBX NetSet utility using the administrator login ID and password . 2 Click Feature Settings > Ring Patterns . 3 See the online Help for more information . Supervisory Supervisory Monitoring allows a supervisor to monitor calls on the Monitoring system , with or without the knowledge of the parties engaged on the
54 CHAPTER 3 : FEATURE SETTINGS call , as a part of the quality control operations of a site . Typically , you monitor or audit calls that are routed through ACDs , Hunt Groups , or TAPI Route Points . However , you can monitor any call . This section describes these topics : â– Introduction to Monitoring â– Domains and Privacy â– Announcement Tones and Supervisory Modes Introduction to Supervisory Monitoring takes place through domains . A domain is a Monitoring collection of telephone users who are grouped because they are logically related in some way . In this case , the telephone users in a domain are candidates for monitoring . If you enable Supervisory Monitoring in a domain , each telephone user in that domain can be monitored . By default , Supervisory Monitoring is disabled . You can enable or disable Supervisory Monitoring on a system - wide basis . Click System - Wide Settings > Enable Features System - Wide and then enable the Supervisory Monitoring check box . There may be situations in which a telephone userâ€™s calls need not be monitored . In this case , the Privacy List domain is a special domain that contains telephone users whose calls cannot be monitored . A monitoring session , in which an agentâ€™s call is actively monitored , includes : â– The supervisor , or monitoring party , who is any telephone user in the system who knows the Supervisory Monitoring domain password and thus can monitor the members of the domain associated with that password . â– The agent , who is any telephone user who is part of a supervisory monitoring domain and who a supervisor in that domain can monitor , unless that telephone user is in the Privacy List domain . The actual audio state , or mode , of the session may be one of the following :
Supervisory Monitoring 55 Table 14 Supervisory Monitoring Modes Mode Description Monitor Enables a supervisor to monitor a call with or without the knowledge of the agent or the external party ( typically a customer ) . Whisper Enables a supervisor to coach or speak with an agent without the customer's knowledge . Barge - In Enables the supervisor to speak with both the agent and the customer . You can configure announcement tones to allow the agent or the customer , or both , to know that the call is being monitored . Domains and Supervisory Monitoring domains are a new feature in release R6 . x . To Upgrades create and manage Supervisory Monitoring domains , click Feature Settings > Supervisory Monitoring and see the online Help for more information . Release R5.0 supported Supervisory Monitoring for calls that hunt groups , ACD groups , and route points managed . When you upgrade a release R5.0 system to release R6 . x , the system creates new Supervisory Monitoring domains automatically for all existing groups for which the Supervisory Monitoring passwords were changed from the default setting . If a groupâ€™s default password was not changed in release R5.0 , the system does not create a new Supervisory Domain for that group . The new Supervisory Monitoring domains have these characteristics : â– The upgrade process transfers all relevant information from release R5.0 groups to the new release R6.0 Supervisory Monitoring domains . For example , the members of a new Supervisory Monitoring domain are the same members of the Hunt Group or the ACD Group that you created in release R5.0 . â– The name of each new Supervisory Monitoring domain that the system creates during the upgrade process is the group name plus the group number of the Hunt Group or the ACD Group that had Supervisory Monitoring enabled . The new password is the groupâ€™s extension plus the former supervisory monitoring password . For example , if ACD Group 4000 had password 1234 in release R5.0 , the new Supervisory Monitoring domain password in release R6 . x is 40001234 .
56 CHAPTER 3 : FEATURE SETTINGS â– The tones that are enabled for a new Supervisory Monitoring domain are the same tones that were in effect for the Hunt Group or ACD Group before the upgrade . â– The call type settings default to incoming group calls only . Domains and Privacy Be aware of the following privacy issues when you use Supervisory Monitoring on your system : â– Monitoring Ability A supervisor can monitor : â– All call types , which includes incoming , outgoing , and non - ACD calls . â– Anyone in the system . â– Three - party conference calls . The supervisor counts as one of the parties in a conference , which supports up to four parties at one time . â– Domains A domain defines logical groupings of the agents who a supervisor , or supervisors , is required to monitor . The NBX 100 system can support up to 49 domains . All other hardware platforms can support up to 101 domains . Anyone who has a valid Supervisory Monitoring domain password can be the supervisor and monitor domain members . Prior to release R6.0 , the supervisor had to enter the extension and password of the last hunt group , ACD , or route point that the incoming call traversed to monitor a call . This restriction is removed . Be sure to create Supervisory Monitoring domains that specify the following information for the system : â– The Supervisory Monitoring domain's unique name and password â– The types of calls that the supervisor can monitor ( Incoming Group Only calls or All calls ) â– The calling groups ( ACD , Hunt Group , or TAPI Route Point ) that the supervisor can monitor â– The agents or telephone users than the supervisor can monitor â– Announcement tones for Monitor , Whisper , and Barge - In modes
Supervisory Monitoring 57 â– Privacy List The Privacy List , which is a reserved system domain , specifies those telephone users whom a supervisor cannot monitor . The Privacy List is unlike other Supervisory Monitoring domains : â– You cannot change the name of the Privacy List . â– You can define only telephone users for the Privacy List . There are no tone settings or call type settings for this domain . â– You cannot add Hunt groups , ACDs , or TAPI Route Points as members of the Privacy List . â– You can add members of the Privacy List to individual domains , even though these telephone users cannot be monitored . You can track these cases using reports . â– Call Privacy Call Privacy allows a telephone user to prevent a call from being monitored on a call - by - call basis . Telephone users can toggle Call Privacy on and off to block or accept monitoring . This contrasts with membership in the Privacy List domain , which ensures that a supervisor cannot monitor any calls associated with a telephone user . You can assign a telephone user to a CoS group that allows Call Privacy so that the telephone user can use Feature Code 428 to prevent the supervisor from monitoring the current call as follows : â– The telephone user can activate the Call Privacy feature before a call ( for example , by going off - hook and dialing Feature Code 428 and then dialing an internal or external call ) , or during a call ( for example , by dialing Feature Code 428 after answering an incoming call ) . If the telephone user activates Call Privacy while on a call that the supervisor is monitoring , the monitoring session ends . â– When an active Call Privacy session ends , ( that is , the telephone user activates Call Privacy , initiates a call , and then exits the call ) the Call Privacy settings are no longer applicable and the next call is open to monitoring . You can map Feature Code 428 to one of the telephone system access buttons .
58 CHAPTER 3 : FEATURE SETTINGS Announcement Tones This section describes information about the following topics : and Supervisory â– Supervisory Monitoring Announcement Tones Modes â– Using Monitor Mode â– Entering Whisper Mode From Monitor Mode â– Entering Barge - In Mode From Monitor Mode â– Changing Agents and Changing Modes While Monitoring The Call Timer feature on the display panel of the telephone does not work with Supervisory Monitoring . Also , to use Supervisory Monitoring , you must use a telephone that has a display panel and Soft Keys . Supervisory Monitoring Announcement Tones Before you use Supervisory Monitoring , be sure that you are familiar with the announcement tone scheme . The system uses the announcement tones to indicate the status of Supervisory Monitoring to call participants . â– When the supervisor invokes either Monitor or Whisper mode , the agent may hear a tone , depending on how you configured the Supervisory Monitoring domain to which that agent belongs . â– When the supervisor invokes Barge - In mode , the agent and the external party may hear a tone , depending on how you configured the Supervisory Monitoring domain to which that agent belongs . â– When the supervisor invokes Monitor mode , a tone plays when the system prompts the supervisor to enter the agent's extension . You cannot disable this tone . â– Each of the three modes ( Monitor , Whisper , and Barge - In ) has a unique announcement tone . â– The tone accompanying the prompt for the agent's extension has the same pitch as the announcement tone . Default Tones Table 15 lists the default settings for Supervisory Monitoring . Table 15 Supervisory Monitoring Announcement Tone Settings ( Default ) Mode Default Setting Monitor Off Whisper Off
Supervisory Monitoring 59 Table 15 Supervisory Monitoring Announcement Tone Settings ( Default ) Mode Default Setting Barge - In On Using Monitor Mode The supervisor can use Feature Code 425 to invoke Monitor mode to monitor a conversation in progress . You can map this feature code to a button with or without a status light for individuals or groups . ( Telephone users can change the button mapping for their own extensions only . ) 1 Verify that : â– You have enabled Supervisory Monitoring . â– You create a Supervisory Monitoring domain . â– You know the Supervisory Monitoring domain password . A telephone user who acts as the supervisor must know the Supervisory Monitoring domain password . â– The agent whom you want to monitor is a member of the Supervisory Monitoring domain . 2 On the telephone , press the programmable access button mapped to Monitor , or press the Feature button and use the keypad to enter Feature Code 425 for Monitor . The system prompts for the domain password . 3 Enter the Supervisory Monitoring Domain password , and then press either the OK menu option or # key . â– If the password or the extension is invalid , the display panel displays an error message and allows you to reenter the password . â– If the extension number is valid , the system plays a tone and prompts for an agent extension . 4 Enter the extension of an agent who is a member of the Supervisory Monitoring domain . The system checks the state of the call that you are attempting to join and uses the display panel to inform you about the call status : â– If the agent is not on an call , the display panel displays IDLE and allows you to enter another extension . â– If the agent is not logged into the system , the display panel displays a message to that effect , and allows you to take another action .
60 CHAPTER 3 : FEATURE SETTINGS â– If the agent is already being monitored , the display panel displays a message to that effect , and allows you to take another action . â– If the agent is free to be monitored , the conversation becomes audible , and the system plays an announcement tone if it has been configured to do so . While you monitor a call , you can change the agent extension and the supervisory monitoring mode . 5 To end the Monitor session , hang up the telephone receiver . The supervisorâ€™s display panel is the only display panel that displays menu options or indications that the Supervisory Monitoring feature is in use . ( The agentâ€™s display panel does indicate that Supervisory Monitoring is in use . ) Changing Agents and Changing Modes While Monitoring While you listen to a call in Monitor mode , the telephone display panel provides options to allow you to choose Barge - In mode , Whisper mode , or to change to another agentâ€™s call . The display panel displays the extension of the agent currently being monitored , as well as these menu options : â– Whisp â– Chg â– BrgIn Entering Whisper Mode From Monitor Mode While in Monitor mode , the supervisor can invoke Whisper mode . The supervisor in Whisper mode can join , as well as listen to , the conversation between the agent and the customer . For example , the supervisor can provide information or a suggestion to the agent . The agent hears the supervisorâ€™s suggestions in addition to the conversation with the customer . The customer can hear the agent only .