MiVoice Office 250

FEATURES AND PROGRAMMING GUIDE

RELEASE 6.3 SP5
 NOTICE
The information contained in this document is believed to be accurate in all respects but is not warranted
by Mitel Networks™ 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.
No part of this document can be reproduced or transmitted in any form or by any means - electronic or
mechanical - for any purpose without written permission from Mitel Networks Corporation.

For additional information and/or technical assistance in North America, certified technicians may contact:
Mitel Networks Corporation
Technical Support Department (USA)
1146 North Alma School Road
Mesa, AZ 85201
1-888-777-EASY (3279)

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without the express consent from Mitel. Please contact our legal department at [email protected] for
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MiVoice Office 250 Features and Programming Guide

Release 6.3 SP5
2020

®,™ Trademark of Mitel Networks Corporation

© Copyright 2020, Mitel Networks Corporation
All rights reserved
 Limited Warranty

Limited Warranty
Mitel warrants that its products will, if delivered to the end-user in undamaged condition, be
free from defects in material and workmanship under normal use and service for the period set
forth on the current warranty periods as published in the U.S. Price List from time to time and
substantially in conformance with the documentation (functional and operating specifications)
that Mitel publishes regarding same (end-user reference and operating manuals and guides
relating to the program). Mitel does not, however, warrant that the functions contained in the
software program will satisfy Dealer's particular purpose and/or requirements or that the
operation of the program will be uninterrupted or error free.

Mitel shall incur no liability under this warranty and this warranty is voidable by Mitel (a) if the
product is used other than under normal use, with certified repair and maintenance service and
under proper environmental conditions, (b) if the product is subject to abuse, misuse, neglect,
flooding, lightning, power surges, third-party error or omission, acts of God, damage, or
accident, (c) if the product is modified or altered (unless expressly authorized in writing by
Mitel), (d) if the product is installed or used in combination or in assembly with products not
supplied or authorized by Mitel and/or which are not compatible with or are of inferior quality,
design, or performance to Mitel or Mitel supplied products so as to cause a diminution or
degradation in functionality, (e) if there is a failure to follow specific restrictions in operating
instructions or (f) if payment for product has not been timely made.

The sole obligation of Mitel and the exclusive remedy and recourse of Dealer under this
warranty, or any other legal obligation, with respect to product, including hardware, firmware,
and software media, is for Mitel, at its election, to either repair and/or replace the allegedly
defective or missing product(s) or component(s) and return (prepaid) same (if necessary), or
grant a reimbursement credit with respect to the product or component in the amount of the
sales price to the Dealer. With regard to a software program design defect, however, to the
extent it prevents the program from providing functionality and/or operating as intended by
Mitel, is service affecting, and prevents beneficial use of the product, Mitel does undertake to
use its best efforts to devise a suitable corrective solution to the problem within a reasonable
period of time; should said action, however, not substantially resolve the problem, then Mitel
reserves the right to substitute a new release (“stream”) of software as soon as it is generally
made available by Mitel. The above, with regard to a software design defect, likewise,
constitutes the sole obligation of Mitel and exclusive remedy of Dealer hereunder.

The responsibility of Mitel to honor the express limited warranty stated above also shall be
predicated on receiving timely written notice of the alleged defect(s) with as much specificity
as is known within thirty (30) calendar days of the malfunction or by the expiration of the warranty
period (plus thirty [30] calendar days), whichever occurs first. Mitel shall further have the right
to inspect and test the product to determine, in its reasonable discretion, if the alleged
malfunction is actually due to defects in material or workmanship. Unless waived by Mitel,
Dealer agrees to return (prepaid) the allegedly defective product or component to Mitel for
inspection and/or testing, and, if appropriate, for repair and/or replacement.

v
Limited Warranty

NOTICE
The above express Limited Warranty is in lieu of all other warranties, express or implied, from Mitel Net-
works Corporation, or Inter-Tel, Inc., and there are no other warranties which extend beyond the face of this
warranty. All other warranties whatsoever, including the implied warranty of merchantability and the implied
warranty of fitness for a particular purpose relating to use or performance of the product, including its parts,
are hereby excluded and disclaimed.
In no event shall Mitel Networks Corporation, under any circumstances, be liable for nor shall a purchaser
(directly or indirectly) be entitled to any special, consequential, incidental, indirect, punitive, or exemplary
damages as a result of the sale or lease of product including but not limited to failure to timely deliver the
product or failure of product to achieve certain functionality, or arising out of the use or inability to use the
product, in whole or in part and including but not limited to loss of profit, loss of use, damage to business or
damage to business relations even if notified of the possibility of such damages. Mitel shall not be liable for
personal injury or property damage unless caused solely by Mitel’s negligence.

vi
 Network Security Statement

Network Security Statement

Although no telecommunications system or data network is entirely secure, as long as
appropriate security measures are put in place and properly maintained by both the customer
and the installing company, this Mitel® Communications Platform architecture and its associated
server-based applications are substantially secure against unauthorized access to the
customer’s data network via the telecommunications system. Appropriate security measures
include, but are not limited to, the proper implementation of user/administrative accounts,
passwords, firewalls, Network Address Translation (NAT), access control lists, virus protection,
security updates, etc., and the proper maintenance of access points/programs and their
respective accounts/passwords.

Secure Socket Layer

Copyright© 1995-1998 Eric Young ([email protected])

All rights reserved.

This package is an SSL implementation written by Eric Young ([email protected]). The

implementation was written so as to conform with Netscapes SSL. This library is free for
commercial and non-commercial use as long as the following conditions are adhered to. The
following conditions apply to all code found in this distribution, be it the RC4, RSA, lhash, DES,
etc., code; not just the SSL code. The SSL documentation included with this distribution is
covered by the same copyright terms except that the holder is Tim Hudson ([email protected]).

Copyright remains Eric Young’s, and as such any Copyright notices in the code are not to be
removed. If this package is used in a product, Eric Young should be given attribution as the
author of the parts of the library used. This can be in the form of a textual message at program
startup or in documentation (online or textual) provided with the package.

Redistribution and use in source and binary forms, with or without modification, are permitted
provided that the following conditions are met:

Redistributions of source code must retain the copyright notice, this list of conditions and the
following disclaimer.

Redistributions in binary form must reproduce the above copyright notice, this list of conditions
and the following disclaimer in the documentation and/or other materials provided with the
distribution.

All advertising materials mentioning features or use of this software must display the following
acknowledgment:

“This product includes cryptographic software written by Eric Young ([email protected])” The
word ‘cryptographic’ can be left out if the routines from the library being used are not
cryptographic related.

vii
Secure Socket Layer

If you include any Windows specific code (or a derivative thereof) from the apps directory
(application code) you must include an acknowledgment:

“This product includes software written by Tim Hudson ([email protected])”

THIS SOFTWARE IS PROVIDED BY ERIC YOUNG “AS IS” AND ANY EXPRESS OR IMPLIED
WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN
NO EVENT SHALL THE AUTHOR OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT,
INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES
(INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR
SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION)
HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT,
STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN
ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE
POSSIBILITY OF SUCH DAMAGE.

The license and distribution terms for any publicly available version or derivative of this code
cannot be changed. i.e. this code cannot simply be copied and put under another distribution
license [including the GNU Public License.]

viii
 Table of Contents

Limited Warranty. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v

Network Security Statement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Secure Socket Layer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Chapter 1:
New Features

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
System Documentation Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Important Introductions and Discontinuations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

MiVoice Office 250 v6.3 SP5 New Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

System Administration & Diagnostics Security Alert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Improved functionality for SIP Phones, especially 6900 SIP Phones . . . . . . . . . . . . . . . . . . . . . 3
Improved OAI functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Other Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

MiVoice Office 250 v6.3 SP4 New Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

E-mail Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

MiVoice Office 250 v6.3 SP3 New Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Improved functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Security Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

MiVoice Office 250 v6.3 SP2 New Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

AUTO ANSWERING OF PHONE-TO-PHONE INTERCOM CALLS ON 6900 phones . . . . . . . . 6
Improved functionality for SIP Phones, especially 6900 SIP Phones . . . . . . . . . . . . . . . . . . . 6
Security Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Support for Mitel 5613/5614 SIP phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

MiVoice Office 250 v6.3 SP1 New Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Improved OAI functionality to assist with 6900 SIP Phone Deployment . . . . . . . . . . . . . . . . . . . 7
Other Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Security Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

MiVoice Office 250 v6.3 New Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

CloudLink with MiVoice Office 250 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Support of 6900 SIP phones with MiVO Application Suite 5.1 . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Administration Features, when using SIP devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Divert/Accept UCD Calls, when using SIP devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
SIP Reverse Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

ix
Document Title - Using Variables

Direct Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Flexible SIP Header Configuration to SIP Trunk Provider . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Restricted CLI in SIP Header . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Display only Caller Identification instead of Transfer Information . . . . . . . . . . . . . . . . . . . . . . . .9
Alternate Lamp Indication on Phone/ PKM Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
Release Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Notification of no Primary or Local Attendant Configured . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9
SSL Certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Security Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Discontinuation of UCX (Unified Communicator Express) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

MiVoice Office 250 v6.2 SP2 New Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

UVM Diagnostic Improvements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Dirty COW Security Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
New PS1 Hardware Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Other Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

MiVoice Office 250 v6.2 SP1 New Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

System Diagnostic Improvements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Watchdog improvement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
T1/E1 Refresh . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

MiVoice Office 250 v6.2 New Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

system park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Import Audio Files for Audiotex Recording Enhancement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
MiVoice 5624 Wireless Phone Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Discontinuation of support for CS platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Other Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
More Features in Release 6.2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
MOH (Music on Hold) for parked destinations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Group Pickup Enhancement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Other Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

MiVoice Office 250 v6.1 SP1 New Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Multi-Node Video Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
SIP Phone Group – Password Alarm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

MiVoice Office 250 v6.1 New Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Product Re-branding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

x
 Table of Contents

Virtualized PS1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
New PS1 Hardware Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
MiVoice Office 250 Attendant Console Refresh . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Digital Telephone Refresh . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Video Support for SIP to SIP Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
BT CLIP CLID Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
SIP ACD Agent Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

5000 CP v6.0 SP3 New Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Shellshock Security Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
New 6.2.0.6 IP phone Firmware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Mitel SIP DECT 6.0 support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Microsoft Exchange 2013 support for Unified Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

5000 CP v6.0 SP2 New Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

DTMF Decoding Payload . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Propagation of Original Caller ID to P-Asserted Identity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Do not use Out-bound Username in REGISTER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Support for new DDM16 and DEM16 circuit board revisions . . . . . . . . . . . . . . . . . . . . . . . . . . 22
MCD Interoperability Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Microsoft Lync Integration Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Support for New Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
UPS Monitoring Support Changes on 6.0 SP2 and later software . . . . . . . . . . . . . . . . . . . . . . 22

5000 CP v6.0 SP1 New Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Mid Call Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
MBG SIP Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Adding Local Dialing Prefixes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Database Programming Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

5000 CP v6.0 New Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Axxess Networking Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Configuration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
User Creation Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Database Programming Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
DHCP Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Bundled Save and Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Connection Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

xi
Document Title - Using Variables

SIP Peer to Peer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Support for ETSI DTMF Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Administrator Web Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Mitel Border Gateway (MBG) Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Support for new SIP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Alarms/Alerts via E-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Inactivity Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Mitel Conference Phone Collaboration Point Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
UVM E-Mail Sync with Gmail and Office 365 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
DTMF Payload Type 101 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Terminology Changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Chapter 2:
About Database Programming

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Chapters in This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
System Administration & Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Planning the Programming Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Programming Wizards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Programming Checklist. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Starting a DB Programming Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

DB Programming User Interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Mitel DB Programming Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Header . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Menu Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
File Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
View Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Operations Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Tools Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Favorites Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Help Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Toolbar Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
System Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

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 Table of Contents

Voice Processor Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Programming the Inactivity Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Selection Wizards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

DB Programming Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Viewing Mitel DB Programming Panes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Changing Displayed Information in the Programming Window . . . . . . . . . . . . . . . . . . . . . . . . . 47
Using a Keyboard Instead of a Mouse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Filtering Lists of Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Using SQL Statements to Filter Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Using SQL Wildcard Characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Combining SQL Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Using the Clear Filter, Save Filter, and Load Filter Commands . . . . . . . . . . . . . . . . . . . . . . 54
Database Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Chapter 3:
System Management

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Security Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
SSL Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
System Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Passwords and Password Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Encrypted Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Increased Security Key Strength . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
SSL Certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
SSL Port Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Maintenance Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

System Software Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Obtaining a Software License . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Viewing Software Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
About Mitel Software License . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Uploading Software License . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Comparing or Uploading a Software License . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
System Manager CA Certificate Upload . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

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Document Title - Using Variables

Changing Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Changing Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Downgrading Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Troubleshooting Licensing Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Launching the Configuration Wizard. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Backup Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Save Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Restore Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Backing Up the Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Database Backup Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Scheduled Backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Default Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

System Error Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

System Maintenance Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

Call Costs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Programming Call Costs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Freeze Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Programming Freeze Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Adding Nodes to Freeze Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Deleting Nodes from Freeze Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

System Resets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Immediate System Resets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Call Processing Resets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Major Reset Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
System Requires Reset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Scheduled Reset Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Force Reset If Not Idle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Days of the Week . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Always Reset On Days Of Week . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Reboot System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Reset System Dialog Box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Message Print . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Output Port And Local Backup Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Message Print Output Active . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Output Device Line Width . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

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 Table of Contents

Print Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Station Message Detail Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Programming SMDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Accessing the SMDR Socket Directly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Chapter 4:
Private Networking and System Nodes

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Private IP Networking Programming Guidelines. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Local Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Remote Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Programming Remote Node Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Changing Remote Node Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Deleting a Remote Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Remote Node Trunk/IP Connection Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Programming Remote Node Trunk/IP Connections Groups . . . . . . . . . . . . . . . . . . . . . . . . 112
Deleting Node Trunk Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Using a Remote Node Search Algorithm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Programming Remote Node Audio for Calls Camped onto this Device . . . . . . . . . . . . . . . 114

Launching the Networking Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Importing and Exporting Node Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Modems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Off-Node Modems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Local Modems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Programming Local Modem Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Configuring Local Modems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

System Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Configuring the Node to Interface with System Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Uploading the System Manager CA Certificate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Private IP Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

IPRA Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Compatibility with Existing Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Resource Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

xv
Document Title - Using Variables

Resource Reservation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

IP Device Resource Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Data Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Audio Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
IP Connections and IP Connection Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
QoS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Audio Connections to IP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
DTMF Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
NAT Traversal for IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Automatic NAT Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
NAT Traversal for IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Automatic Detection for NAT Traversal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Component Compatibility for 99 Nodes Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

99 Nodes Support Component Compatibility Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Troubleshooting the 99 Nodes Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Troubleshooting IP Networking Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

IP Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Network Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

Chapter 5:
Numbering Plans

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

Area Flags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Classes of Service (COS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
COS for U.S. Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
COS for European and Australian Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Programming COS Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Changing or Adding COS Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Adding Devices to COS Day and Night Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Defining COS Dialing Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Programming Dialing Pattern Digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Allowing or Restricting Dialing Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147

Device Baseline Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148

xvi
 Table of Contents

Automatic Route Selection (ARS). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
ARS on a Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Attendant Recall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Programming ARS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Planning ARS Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Programming ARS Dial Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Programming ARS Facility Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
Creating and Deleting Facility Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Programming ARS Facility Group Dialing Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Programming Trunk Groups and Nodes for Facility Groups . . . . . . . . . . . . . . . . . . . . . . . . 159
Programming ARS Route Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Default Route Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Creating or Deleting ARS Route Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Moving Route Groups in Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Programming ARS Route Group Dial Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Adding Facility Groups to ARS Route Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Programming Audio for Calls Camped onto this Device for ARS Route Groups . . . . . . . . 165

Emergency Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

Home Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168

Toll Strings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Programming Toll Strings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Adding or Deleting Toll String Dial Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

User Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Programming Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172
Programming Allowed Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Programming Extended Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Programming Restricted Area Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Programming the Area Code Day/Night List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Chapter 6:
Trunks and Gateways

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Trunk and Span Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

Loop Start Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

xvii
Document Title - Using Variables

T1/E1 Spans and PRI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Primary Rate B-Channel Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
DID/DDI Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
E&M Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
BRI Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
SIP Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Trunk Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Trunk Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Answer Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Caller ID, DNIS, and ANI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Caller ID Propagation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Caller ID Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Day and Night Modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Direct Inward System Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
DTMF or Dial-Pulse Signaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Emergency Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
Outgoing-Access, Allowed-Answer, and Ring-In Assignments . . . . . . . . . . . . . . . . . . . . . 202
Trunk Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Trunk Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
IP Gateway Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Nodes and Node Trunk Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
T1 OPX Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Modules and Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

Base Server Module Bays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Supported Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Moving Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Configuring a Basic Rate Module (BRM-2) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 209
Configuring a Two-Port/Four-Port Loop Start Module
(LSM-2/LSM-4) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Configuring a Single-Port/Dual-Port T1/E1/PRI Module (T1M/T1M-2) . . . . . . . . . . . . . . . . 215
Programming the Busy Out Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
Power Fail Bypass Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Programming Echo Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Troubleshooting Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Expansion Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
T1/E1/PRI Modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233

Trunk Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235

Viewing or Programming Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Changing Trunk Extension Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235

xviii
 Table of Contents

Copying Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

Assigning Trunks to CO Trunk Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236
Unified Voice Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Caller ID Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
Caller ID Propagation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239
Troubleshooting CO Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241

SIP Gateways . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246

Understanding NAT Challenges for SIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
Placing a SIP Gateway Behind a NAT Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247

Gateway SIP Trunks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

Creating SIP Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Programming SIP Trunk Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

MGCP Gateways, Devices, and Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250

Creating an MGCP Gateway and Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Adding an MGCP Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Changing the MGCP Gateway IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

Trunk Programming Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

CO Trunk Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Service Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
DTMF Signaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Start Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
DID Disconnect Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Answer Supervision Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Connect Trunk-to-Trunk Calls on Polarity Reversal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Send Digits En Bloc . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Echo Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Connected to CO . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Hybrid Balance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Measured Echo Return Loss . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Service Prefix Base Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Number Of Digits To Receive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Network Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Reserve IP Resources for Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259

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NAT Address Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260

Call Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
CP History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
MGCP Gateway Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Communication Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Manufacturer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Gateway Name and Phone Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Associated Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262

Trunk-Related Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263

Call Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Call Routing on a Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Programming Call Routing Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Changing Call Routing Table Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Programming Call Routing Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Programming Call Routing Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
Editing Call Routing Table Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Viewing Call Routing Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Deleting a Pattern . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Adding a Single Pattern . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Copying and Pasting Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Selecting Batch Create Patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274
Persistent Music-On-Hold Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276

Loop Loss Measurement Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Configuring Loop Loss Measurement Test Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Starting a Loop Loss Measurement Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Troubleshooting the Loop Loss Measurement Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279

Music-On-Hold Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Programming Music-On-Hold Profiles for CRTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Creating Music-On-Hold Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Assigning Music-On-Hold Profiles to CRTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
Troubleshooting Music-On-Hold for CRTs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282

Loop Start AC Impedance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283

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ISDN PRI Two B-Channel Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
Programming TBCT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287

Chapter 7:
End User Features

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290

User Feature Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291

Access to User Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Special Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291

Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292

Automatic Call Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293

Call Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294

Call Screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295

Call Waiting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297

Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298

Ad Hoc Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
Programming Ad Hoc Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
Meet-Me Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
Programming Meet-Me Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301
Troubleshooting Meet-Me Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303

Configuration Assistant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304

Default Station . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305

Directory of Intercom, Speed Dial, and Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306

Do-Not-Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 308

Door Relay Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309

Forwarding – Call Forwarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310

FWD Button and Menu Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311

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Document Title - Using Variables

Forward to an Outside Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311

Manual Forwarding to Public Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Forward to the Message Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Forward to an Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Forward to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Forward to E-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312

Forwarding – System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314

Individual Phone Forwarding Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Hunt Group Forwarding Points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Handsfree Announce System Forward Option . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Manual Call Forwarding and System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317
System Forward Enable/Disable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
Unanswered System Forward Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319

Group Listen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320

Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321

Hookflash [Recall] . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322

Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323

Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324

Programming for Private Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
Ring Intercom Always . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
Phone Handsfree Enable/Disable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
Receiving Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
Placing Intercom Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
Intercom Camp On and Queue Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325
Camp On . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325
Busy Phone Queue Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325
Auto answering of phone-to-phone intercom calls on 6900 phones . . . . . . . . . . . . . . . . . . . . 326

Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327
Alternate Message Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
Silent Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328

Microphone Mute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329

Finding an Entry in the IC Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329
Finding Listings in the Outside Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 329

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 Table of Contents

Finding Features in the Feature Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330

Multilingual Capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331
Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331
Language Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331
Secondary Language Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332
Custom Characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333
Trunk Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
Multilingual Do-Not-Disturb and Reminder Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
Voice Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
Multilingual Feature in Network Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338
Using Multilingual Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 338

Music-On-Hold and Background Music . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339

Off-Hook Voice Announce (OHVA). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 340

On-Hook Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343

Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344

Placing Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Receiving Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Outside Call Phone Signals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Single Line Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345

Direct Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346

Paging Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Enable or Disable Phone Paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Direct Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346

Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351

Redial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352

Redirect Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354

Reminder Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355

Remote Programming. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356

Remote Programming in a Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356
Remote Programming Passcode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356

Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357

xxiii
Document Title - Using Variables

System park . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358

Transfer – Call Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360

Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360
Transferring Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360
Transfer to a System Forward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360
Transfers and Outside Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360
Transfer Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361
Transfer-To-Connect Allowed Phone Flag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361
Transfer to Ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361
Transfer to Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361
Transfer Recalls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361
Transfer – Reverse Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362
Additions for SIP phones since Release 6.3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362

User-Programmable Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363

Assistants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364

Mitel 53xx IP Phone Desktop Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
Call History Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
People (Contacts) Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366
HTML Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366
Language Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366
Programming Desktop Applications for 53xx IP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367
Programming Call History and People Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367
Programming HTML Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 367

Multi-Node Video Support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372

Troubleshooting End User Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373

Chapter 8:
Phones and Devices

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378

Viewing System Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378

Creating (Adding) Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379

Adding Digital Telephones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379
Creating Local IP Phones and Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379

xxiv
 Table of Contents

Creating Phones from CSV Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
Creating a CSV File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384
Creating IP Phones from CSV Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384
Creating Digital Telephones from CSV Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 386
Using PIN Activation for 52xx/53xx Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387
Troubleshooting for Creating Phones from CSV Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 390
Creating Off-Node Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 391
Using the Wildcard Character in Off-Node Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392

Programming the Digital Expansion Interface (DEI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394

Programming a Digital Desktop Module - 16 (DDM-16) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396

Configuring a Four-Port Single Line Module (SLM-4). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397

Power Fail Bypass Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398
Troubleshooting the Four-Port Single Line Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 398

Programming an Eight-Port Single Line Module. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400

Programming Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400
Programming Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400

Programming Device Descriptions and User Names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403

IDS Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403
Hiding User Names in Voice Mail Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403

Copying Phone Programming. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 405

Viewing Associated Devices and References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 406

Changing Phone Extension Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407

Changing a Single Extension Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407
Changing Multiple Extension Numbers at One Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 407

Clearing PIN Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408

Converting Usernames to Mixed Case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408

Converting to 52xx\53xx Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409

Editing a Single MAC Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410
Editing Multiple MAC Addresses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 410

Converting to Hot Desk Profile(s) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411

Creating Users to Selected Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412

xxv
Document Title - Using Variables

Exporting Phones to a File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 413

Programming Phone Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415

Associated Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 416
Call Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419
Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419
Programming Call Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423
Day and Night Classes of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424
Programming Phone Toll Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424
Deleting Classes of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424
Phone/Phantom/Hot Desk Profile Flags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425
Forwarding Paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425
Adding Forwarding Paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426
Deleting Forwarding Paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426
Programming Specific Forwarding Paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426
Enabling Forwarding Path Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426
IP Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Keymaps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Programmable Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
Account Code Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
Validated Flag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428
Programming the Record-A-Call Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429
Programming the Mailbox User-Keyed Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429
Programming the Record-A-Call Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430
Languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430
Secondary Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431
House Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432
Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432
Programming House Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433
Passcode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434
Calling Party Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
Calling Party Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
Emergency Calling Party Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436
Emergency Dialing Preference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437
Speakerphone Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438

xxvi
 Table of Contents

Attached Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438

Device Audio for Calls Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438
Audio for Calls Camped onto this Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
Audio for Calls Holding for this Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
Audio for Calls Ringing this Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
Echo Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440
SIP Phone Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440
Associated Hot Desk Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440
Application Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440

Phone/Phantom/Hot Desk Profile Flags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441

Programming Flags for Individual Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441
Programming Flags for Multiple Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441
Attendant Phone Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447
Attendant Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447
Network and Local Primary Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447
Single-Attendant or Multiple-Attendant Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448

Keymaps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 449
Viewing Default Keymaps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450
Programming Keymaps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450
Adding New Keymaps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451
Programming Phone Keymaps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451
Keymap Number Column . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451
Keymap Value Column . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451
Keymap Selection Column . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 452
Selecting Standard or Alternate Keymaps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463
Changing Keymap Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 465
Copying and Pasting Keymaps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 466
Programming Phone Keymap Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 467
Programming DSS/PKM Keymaps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 468
Automatically Populating DSS/PKM Keymaps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469
Manually Populating DSS/PKM Keymaps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469
Programming DSS/PKM Phone Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 472
Programming DSS or PKM Devices for Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473

Phantoms & Hot Desk Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 474

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 474
Phantom Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 474
Hot Desk Profiles for Hot Desking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 475

xxvii
Document Title - Using Variables

Programming Phantoms and Hot Desk Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477

Troubleshooting Phantom Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479

Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481
Database-Programmed Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481
Optional Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481
Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481
Enabling the Account Code for All Calls Following Feature . . . . . . . . . . . . . . . . . . . . . . . . 482
Programming Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483
Viewing Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483
Programming Forced Account Code Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 483
Adding Devices to an Account Code List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484
Deleting Devices from Account Code Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484
Assigning an Account Code Type to an Individual Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484
Setting the Forced Account Code Validated Flag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484

Assistants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 486
Configuration Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 486
Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 486
Programming Configuration Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 488
Conference Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 490
OfficeLink Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 490

Phone Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 492

Do-Not-Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 492
DND on a Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 493
DND Override . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 493
Changing Do-Not-Disturb Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 493
Reminder Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 494
Changing Reminder Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495

System Forwarding Paths. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 497

System Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 498

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 498
Programming System Speed Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 499
Creating a CSV File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500
Importing System Speed Dial Entries from CSV Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501
Exporting System Speed Dial Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 503

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Station Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 505

Administrator Phone DB Programming Passcode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 506

Message Centers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507

Attendants. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 508

Primary Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509

Single Line Phone CLID Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 510

Troubleshooting Phones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 511

Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 511
PKM 16 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 518
Single Line Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 519
Multi-Protocol Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522

Chapter 9:
Extension Lists and System Groups

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 528

Extension Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 528

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 528
Default Extension Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 528
Types of Extension Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 529
Automatic Extension Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 529
Programming Extension Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 530
Viewing Extension Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 530
Creating Extension Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 530
Adding Devices to Extension Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531
Deleting Extension Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 531

CO Trunk Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 532

Viewing Trunks in a Trunk Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533
Adding CO Trunk Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533
Changing CO Trunk Group Extension Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 533
Moving Trunks Between CO Trunk Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 534
Programming Trunk Group Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 534
Day or Night Multiple Ring-In Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 536
Day or Night Answer Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 536
Day or Night Emergency Outgoing Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 537
Day or Night Outgoing Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 538

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Document Title - Using Variables

Toll Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 539

Search Algorithm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 541
Audio for Calls Camped onto this Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 542
Music-On-Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 542
Audio on Transfer To Ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 543
Audio On Transfer To Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 543
Audio On Hold For Transfer Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 544
Audio for Calls Holding for this Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 545
PRI Call By Call Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 545
One-Way Incoming Only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 546
Echo Trunk Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 546
Enable Hookflash . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 547
Camp-Ons Allowed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 547
ISDN Data Calls Allowed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 548
Day and Night Ring-In Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 548
Send Station Extension/Username to Attached PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 550
Propagate Original Caller ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 551
Do Not Propagate Original Caller ID to P-Asserted Identity . . . . . . . . . . . . . . . . . . . . . . . . 552
Calling Party Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 553
Calling Party Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 553
Force Trunk Group Calling Party Name and Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 553
Wait for ISDN Caller ID Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 553
Trunk Camp On and Busy Trunk Queue Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 554
Camp On . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 554
Busy Trunk Queue Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 555
Toll Restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 555
Trunk Groups Subject to Toll Restriction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 556
Trunk Group Exemption from ARS Only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 557
Area/Office Code Numbering Plans and Local Area Codes . . . . . . . . . . . . . . . . . . . . . . . . 557
Absorbed Digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 557
Equal Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 558
COS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559
Toll String Dialing Pattern Wildcards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 561
Non-Programmable Wildcards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 562
Caller ID Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563
Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 563
Call Processing Forwarding Priorities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 569
Programming Caller ID Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 573
Troubleshooting Caller ID Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 574

Node Trunk Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 576

Viewing Node Trunk Group Trunk Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 576

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Viewing or Changing Node Trunk Group Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 576

Programming Node Trunk Group Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 576
Emergency Outgoing Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 577
Day or Night Outgoing Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 578
Search Algorithm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 578
Camp-Ons Allowed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 579
ISDN Data Calls Allowed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 579

Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580
Hunt Group Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 580
Hunt Group Call Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 581
Hunt Group Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 583
Recall Destination Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 583
Hunt Group Remove/Replace and Do-Not-Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 583
UCD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 583
ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 584
Remote ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 587
Analog Voice Mail Hunt Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 590
UCD and ACD Hunt Group Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 590
Programming ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 597
Viewing Agent ID Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 598
Creating ACD Agent IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 598
Deleting ACD Agent IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 599
Programming Local Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 599
Creating Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 599
Deleting Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 599
Changing Hunt Group Extensions Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 600
Programming Local Hunt Group Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 600
Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 601
Members . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 602
Supervisors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 604
Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 604
ACD Agent No Answer – DND Message Additional Text . . . . . . . . . . . . . . . . . . . . . . . . . . 605
ACD Agent No Answer – DND Message Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 606
ACD Hunt Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 606
Analog Voice Mail Hunt Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 607
Announcement and Overflow Stations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 607
Audio for Calls Camped onto this Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 608
Audio for Calls Ringing this Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 609
Audio for Camped-On Announcement Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 609
Camp-Ons Allowed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 610

xxxi
Document Title - Using Variables

Group Call Pick-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 610

Priority Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611
Recall Destination Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 611
Restart ACD Idle Time Upon Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 612
Return ACD Calls to Hunt Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 612
Search Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 613
Send Camp On Notifications to Members in DND . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 613
Use ACD Agent IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 614
Node-Spanning Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 615
Programming Remote (Off-Node) Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 615

Network Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 616

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 616
Hardware Upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 617
Requirements and Constraints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 617
P2P Network Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 618
SIP Peer-to-Peer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 618
Programming Network Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 620
Creating Network Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 620
Creating Network Group Phones and Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 620

Node IP Connection Groups for Remote Nodes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 622

Node IP Connection Group IP Call Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 623
Local Music Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 623
Music-On-Hold Encoding Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 623
Day/Night Emergency Outgoing Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 624
Day/Night Outgoing Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 624
Remote Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 625
Camp-Ons Allowed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 626

Chapter 10:
System and Device IP Settings

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 628

IP Device Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 629

System IP Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 631

General IP Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 631
Base Server/Processing Server Connection Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 639
Viewing or Changing Base Server/Processing Server Connection Settings . . . . . . . . . . . 639
Refreshing the PS-1 to Base Server Connection Status . . . . . . . . . . . . . . . . . . . . . . . . . . 640

xxxii
 Table of Contents

DHCP Server Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 640

Web/SSH Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 641
Advanced IP Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 642
NTP Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 643
NTP Server Advanced IP Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 644
NTP Server Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 644

Local Processor Module and Expansion Card IP Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 645

IP Resource Programming Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 645
Programming IP Resources and IP Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 646
NAT IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 647
Static IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 648
Static Subnet Mask . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 648
Static Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 648
Audio RTP Type of Service and Data Type of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . 649
Audio Stream Receive Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 649
IP Terminal TCP Call Control Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 650
IP Terminal General Purpose UDP Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 650
MGCP Receive Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 650
TCP Call Control Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 651
Echo Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 651
Troubleshooting the Processor Module (PM-1) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 651
Troubleshooting the Processing Server (PS-1) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 653

Remote Node IP Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 654

Viewing Off-Node IP Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 654
Creating Off-Node IP Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 654
Node IP Connection Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 655
Remote IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 655
Remote Audio Receive Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 655
Remote Listening Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 656

IP Call Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 657

Adding Call Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 658
Adding IP Phones to the Call Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 659
Adding Trunks to the Call Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 659
Adding SIP Phone Groups to the Call Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 659
Adding SIP Trunk Groups to the Call Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 659
Adding SIP Voice Mails to the Call Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 660
Programming Call Configuration Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 660

xxxiii
Document Title - Using Variables

Audio Diagnostics Sampling Period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 661

Audio Diagnostics Samplings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 661
Audio Frames/IP Packet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 661
Average In Time Frame Percentage Threshold and Timer . . . . . . . . . . . . . . . . . . . . . . . . 662
Minimum Playback Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 663
Transmit DTMF Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 663
DTMF Encoding Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 663
Speech Encoding Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 664
Fax Control-Messages Redundancy Count . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 664
Fax Page-Data Redundancy Count . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 665
Fax Detection Sensitivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 665
Fax Encoding Setting (Fax Transmission) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 665
Fax Maximum Connection Speed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 667
Supports RTP Redirect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 667

Sockets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 668
Enabling or Disabling a Socket Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 668
Entering a Socket Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 668

Phone and Device IP Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 669

Emergency Extensions for IP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 670
Network Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 671
52xx\53xx Phone Configuration Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 671
IP Phone Network Configuration Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 672
Call Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 672
Reserve IP Resource for Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 673
Network Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 673
NAT Address Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 673
Programming 86xx Phones in ITP Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 674

Resource Reservation Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 675

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 675
Resource Reservation Constraints . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 675
Feature Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 676
Programming the Resource Reservation Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 680
Configuring Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 680
Configuring the Reserved By Function Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 681
Configuring the Reserved By Device Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 683

Troubleshooting IP Device Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 685

IP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 685

xxxiv
 Table of Contents

IP Device Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 687

IP Device Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 689
IP Device Echo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 691
IP Device VLAN Tagging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 692
IP Resource Application (IPRA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 693
Oversubscription/IP Resource-Sharing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 694

Chapter 11:
SIP Peers

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 698

SIP Phones and SIP Phone Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 699

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 699
Creating SIP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 708
Programming SIP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 710
Creating SIP Phone Groups Manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 710
Programming SIP Phone Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 711
Configuring the SIP Phone Group Programming Options . . . . . . . . . . . . . . . . . . . . . . . . . 711
Viewing the SIP Phone List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 711
SIP Video Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 711
Video Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 713
Multi-node video support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 714
MIVOICE Multi-Node compatibility with mitel applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . 714

Service Provider SIP Trunks and SIP Trunk Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 716

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 716
SIP Peer Trunk Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 716
SIP Peer Trunk Group Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 717
Service Provider SIP Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 717
SIP Peer Trunk Group Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 717
SIP Peer Trunk Group Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 719
SIP Peer Trunk Group Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 719
Information Required by SIP Trunk Service Providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 720
Creating SIP Trunk Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 720
Configuring SIP Trunk Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 722
Configuring the SIP Peer Trunk Group Programming Options . . . . . . . . . . . . . . . . . . . . . . 723
Programming SIP Peer Trunk List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 723
Programming SIP Peer Trunk Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 723
Configuring SIP Peer Trunk Groups for Emergency Calls . . . . . . . . . . . . . . . . . . . . . . . . . 724

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Troubleshooting SIP Trunk Service Providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 724

Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 725
Basic Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 726
Unauthenticated Basic Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 728
Authenticated Basic Outgoing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 728

MBG SIP Services – Trunks and Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 730

SIP Trunk Call Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 730
System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 731
5000 Licensing and MBG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 731
Configuring MiVoice Office 250/MBG SIP Trunking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 731
Configuring the 5000 nodes on the MBG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 731
Configuring SIP Trunks in MiVoice Office 250 DB Programming . . . . . . . . . . . . . . . . . . . . 732
Configuring MiVoice Office 250/UCA with MBG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 732
MiVoice Office 250 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 733
UCA Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 734
MBG Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 734
Configuring UCA Mobile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 735

SIP Voice Mails. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 736

Creating SIP Voice Mail Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 736
Adding SIP Voice Mail Devices to the SIP Voice Mail Call Configuration . . . . . . . . . . . . . . . . 737
Configuring SIP Voice Mails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 738
Programming the SIP Voice Mail Programming Option . . . . . . . . . . . . . . . . . . . . . . . . . . . 738
Programming SIP Voice Mail Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 738
Programming SIP Peer Group Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 741
Programming SIP Peer Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 741

Configuring SIP Peer Programming Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 742

Registrar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 743
Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 744
MWI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 744
Keep-Alive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 745
NAT Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 745
Alternate IP/FQDN List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 746
Route Sets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 746
Registrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 747
IP Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 748
Port Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 748
Fully Qualified Domain Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 748

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 Table of Contents

Call Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 748

Camp-Ons Allowed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 749
Operating State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 749
Maximum Number of Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 750
Supports Menu Softkeys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 751
Use ITU-T E.164 Phone Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 751
Static Binding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 751
Use Peer Address In From Header . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 751
Use Registered Username . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 751
Disable Domain Validation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 752
DTMF Decoding Payload . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 752
Supports Display Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 752
Supports Ad Hoc Conferencing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 752

SIP Peer Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 753

SIP View Diagnostics Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 753
SIP Peer Dumps in System Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 753
SIP Log Files Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 753

Chapter 12:
System Settings

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 756

System-Wide Parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 757

Setting the System Date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 757
Setting the System Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 758
Selecting the System Time Zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 758
Programming Primary and Secondary Languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 758
Programming Daylight Saving Time [British Summer Time] . . . . . . . . . . . . . . . . . . . . . . . . . . 759
Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 759
Programming Daylight Saving Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 760

Echo Profiles. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 761

Programming Echo Profiles for Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 761
Programming Echo Profiles for Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 763
Programming Voice Over Internet Protocol (VoIP) Echo Canceller . . . . . . . . . . . . . . . . . . . . . 765

File-Based Music-On-Hold (MOH) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 767

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 767

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Document Title - Using Variables

Programming File-Based MOH Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 768

Creating File-Based MOH Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 769
Using a File-Based MOH Source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 770
Troubleshooting File-Based MOH . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 772

Page Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 773

Viewing Page Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 773
Planning Page Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 774
Programming Local Page Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 774
Creating Local Page Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 774
Assigning Items to Local Page Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 775
Creating Remote Page Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 775
Deleting Page Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 776
Deleting Items from a Page Zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 776
Creating Off-Node Page Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 776
Deleting Off-Node Page Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 776

System Flags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 777

Timers and Limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 784

Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 794

Configurable Feature/Trunk Labels for Self-Labeling Phones . . . . . . . . . . . . . . . . . . . . . . . . . 795
Feature Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 795
Trunk Labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 795
Trunk Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 796
Phone Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 797
SIP and ITP Default Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 803
Show IP Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 803
SIP Mode Phone Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 803
ITP Mode Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 804
Administrator Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 807
Diagnostics Mode Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 808

Troubleshooting System-Level Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 809

Chapter 13:
Users

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 814

User Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 815

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 Table of Contents

User Programming Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 816

Creating Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 818
Deleting Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 819
Editing Password Policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 819
Description Parsing Rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 819
Auto-Creating Users when Phones/Phantoms are Created Manually . . . . . . . . . . . . . . . . . . . 820
Auto-Creating Users when Phones are Imported from a CSV File . . . . . . . . . . . . . . . . . . . . . 821
Creating and Importing Users from CSV Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 822
Creating a CSV File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 823
Importing User Entries from CSV Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 824
Batch Creating Users from Existing Phones/Phantoms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 829
Batch Creating Users from Existing Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 829
Batch Creating Users from Existing Phantoms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 830
Creating Users Manually in the Users Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 831
Exporting Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 831
Deleting Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 832
Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 833
System Administration and Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 833
Information Dumps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 833

User-Related Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 834

Dynamic Extension Express . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 835

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 835
Functional Behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 838
Dynamic Extension Express Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 838
How Call Processing Routes Dynamic Extension Express Calls . . . . . . . . . . . . . . . . . . . . 840
Ring Duration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 841
Human Answer Supervision . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 841
SMDR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 841
Interoperability with Other Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 841
Feature Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 843
Interoperability With Peripheral Products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 843
Programming Dynamic Extension Express . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 844
Editing Dynamic Extension Express Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 846
Recording All Human-Answer-Supervision Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 848
Programming Associated Destinations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 848
Troubleshooting and Tuning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 851
Tuning the Ringing Time for Mobile Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 851

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The Fallacy of Simultaneous Ringing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 852

Mobile Twinning and Trunk Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 852
Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 856
Diagnostics Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 856
Information Dumps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 856
Mid-Call Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 856
Feature Activation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 856
MCF DTMF detection analyzer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 857
MCF prompts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 857
MCF Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 858
MCF Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 859
MCF Interaction with Other Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 860
Multi-Node Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 860

Administrator-Related Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 861

Chapter 14:
Voice Processor Features and Programming

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 864
Program Planning Sheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 864
Mitel Voice Processing Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 864
Supporting Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 865

UVM Voice Processing System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 866

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 866
References for Managing UVM and Mitel Memory Cards . . . . . . . . . . . . . . . . . . . . . . . . . 866
UVM Port Licensing and IP Resource Allocation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 866
UVM Voice Message Storage Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 867
UVM on a System Equipped with a PS-1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 868
UVM Forward to E-Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 869
Disabling UVM for External Voice Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 869
Troubleshooting Unified Voice Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 870

Interaction Between Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 871

Voice Processing System Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 872

VPIM Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 872
Network Operation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 873
Leaving Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 873
Undeliverable Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 874

Voice Processor Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 875

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Local Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 875

Creating Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 875
Remote Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 876
Creating a Remote Node . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 876
Programming Remote Node Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 876

Voice Profile for Internet Mail (VPIM) Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 879

VPIM Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 879
VPIM Timers and Limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 879
VPIM Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 880
Overview of VPIM Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 880
IP Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 881
Domain Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 881
SMTP Server Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 881
Voice Processing Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 882
Off-Node VPIM Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 882
Mailbox Personalization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 884
Troubleshooting VPIM Networking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 885

Network Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 887

Timers and Limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 887
Validate Off-Node Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 888
Undeliverable Messages Destination Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 889

Voice Processor System Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 890

Dial-0 Destinations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 891
Total Storage Disk Usage Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 891
System Administrator Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 891
Alternate Tone Detection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 892
Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 892
Save Message on Return Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 892
Swap “7 for Save” and “9 for Delete” Message Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 893
Identification Prompt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 893
E-Mail Retrieval Interval (Minutes) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 894
Monitor Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 894
BS-UVM System Recording Codec . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 894

Time Slot Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 896

Changing Time Slot Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 896

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Changing Time Slot Maximum Channel Allocations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 897

Voice Processor Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 898

Creating Voice Processor Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 899
Changing Multiple Application Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 899
Copying and Pasting Application Attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 900
Voice Processing Application Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 900

Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 902

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 902
Automated Attendant Uses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 903
Automated Attendant Custom Audiotex Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 903
Viewing Auto Attendant Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 903
Programming Auto Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 904
Auto Attendant Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 904
Auto Attendant Transfer Prompt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 904
Auto Attendant Directory Sort Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 904
Auto Attendant Transfer Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 905

Auto Attendant Recall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 906

Call Routing Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 907

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 907
CRA Custom Audiotex Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 911
Call Screening . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 911
Programming a Call Routing Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 911
Digit Translation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 912
Digit Translation Nodes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 914
Automatic Fax Detection for CRA Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 915
Multilingual Capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 916
Multilingual Voice Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 916
Multilingual CRAs with Digit Translation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 916
Multilingual Features on Network Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 917

Message Notification/Retrieval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 918

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 918
Programming MNR Classes of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 919

Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 921
Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 921
UVM Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 922
MiCollab Unified Messaging Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 923

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Functional Behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 924

Programming MiCollab Unified Messaging RAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 928
Troubleshooting MiCollab Unified Messaging Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . 935
Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 936

Scheduled Time-Based Application Routing (STAR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 939

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 939
Programming STAR Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 941
Programming the Default STAR Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 942

Voice Mail (Application) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 943

Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 943
Programming Voice Mail Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 943
Day and Night Greetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 943
Attendants . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 944
Music-On-Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 945
Time Slot Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 945
Transfer Recall Destination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 946
Propagate Original Caller ID on Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 947
Calling Party Name and Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 947

Extension IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 948

Group Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 951

Creating a Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 951
Changing a Group List Extension Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 951
Adding Mailboxes to Group Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 951
Removing Mailboxes from Group Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 952
Viewing Group List Members . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 952

Audiotex Recordings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 953

Directories. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 956
Locating a Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 956
Entering a Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 957
Changing the First/Last Name Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 957
Listening to the Next/Previous Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 958
Accepting a Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 958
Requesting Additional Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 958

Voice Mail Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 959

Enabling or Disabling the Voice Mail Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 959

xliii
Document Title - Using Variables

Changing the Voice Mail Directory Sort Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 959

Voice Processor Timers and Limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 960

Programming UVM Timers and Limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 960
DTMF Detection Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 964
DTMF Generation Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 967

Number of Voice Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 968

Windows Network Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 969
Windows Networking Username . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 969
Windows Networking Domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 969
Windows Networking Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 969

E-mail Synchronization with EM Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 971

E-Mail Gateway . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 972

E-Mail Gateway Programming Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 972
Administrator E-Mail Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 973
E-Mail Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 973
E-Mail Real Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 974
E-Mail SMTP Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 974
E-Mail SMTP Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 974
E-Mail System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 975
E-Mail Username . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 975
Gateway Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 976
E-Mail Gateway for Systems Equipped with a PS-1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 976

Fax-On-Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 980
Fax-on-Demand Timers and Limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 980
Fax Documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 982
Allow International Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 983
Outgoing Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 983
Start/Stop Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 984
Days of the Week . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 984
Fax Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 984

SMDR Buffer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 986

Chapter 15:
Subscriber Mailboxes

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 990

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 Table of Contents

Creating Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 992

Creating Mailboxes for Extensions with Extension IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 993
Creating Associated Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 993
Creating Non-Associated Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 993
Changing Non-Associated Mailbox Extension Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 994
Deleting Mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 994
Clearing Mailbox Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 994
Copying Mailbox Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 995

Network Mailboxes (Off-Node Mailboxes) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 996

Remote Mailbox Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 996
Unlisted Number and Private Mailbox Number Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 997

Programming Mailbox Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 998

Directory Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 999
Envelope Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 999
E-mail Synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1000
Feature Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1000
Programming E-mail Synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1003
Recording Length . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1006
Message Limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1006
Subscriber Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1007
Dial-0 Destinations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1008
Programming the Day and Night Dial-0 Destination Types . . . . . . . . . . . . . . . . . . . . . . . 1008
Programming the Dial-0 Destination . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1008
Remote Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1009
Primary and Alternate Message Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1010
Adding Cascade Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1012
Deleting Cascade Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1012
Programming Cascade Level Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1012
All Messages, Priority Only, and Each New Message Flags . . . . . . . . . . . . . . . . . . . . . . . . . 1014
Retry Call Attempts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1014
Notification Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1015
Sample Pager Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1015
Sample Notification Cascade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1016
Mailbox Initialized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1017
Receive Only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1018
Allow Transfer Method Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1018
Play Recording Instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1018

xlv
Document Title - Using Variables

Auto Attendant Transfer Prompt . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1019

Deliver Hangup Message (when ANI is available) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1019
Swap “7 for Save” and “9 for Delete” Message Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1019
Designate this Mailbox for Play Only . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1020
Passcode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1020
Greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1021
Transfer Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1021
Message Notification Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1022
Time Zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1023
Quota Warning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1023
Quota Grace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1023
Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1024

Mailbox-Related Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1025

Chapter 16:
Voice Processing Management

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1028

Enabling Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1029

Saving and Restoring Voice Processing Databases. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1031

Summary of Voice Processor Save and Restore Options . . . . . . . . . . . . . . . . . . . . . . . . . . . 1031
Voice Processor Save and Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1032
Voice Processor Save Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1033
Save To or Restore To Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1033
Voice Processor Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1034
Completing the Save/Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1035
Enabling/Disabling a Voice Processor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1036
Saving a Voice Processor Database in Online Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1037
Selecting a Voice Processor Type in Offline Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1037
Saving/Restoring Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1038
Saving/Restoring Data in a System Equipped with a PS-1 on a Remote PC . . . . . . . . . . . . 1042
Saving/Restoring UVM Data in a System Equipped with a PS-1 . . . . . . . . . . . . . . . . . . . . . . 1046
Saving/Restoring UVM Data to a NFS-Supported Computer . . . . . . . . . . . . . . . . . . . . . . . . 1046

Troubleshooting a Voice Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1048

Chapter 17:

xlvi
 Table of Contents

Voice Processor Reports

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1054

Report Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1055

Report Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1055
Application and Channel Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1055
Directory Listing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1056
Group List Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1056
Fax Document Usage Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1056
Fax Delivery Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1056
Directory Sort Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1056
Using Automatic Report Generation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1056
Report Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1057
Statistics To Clear . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1057
Print Day . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1057
Print Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1058
Using Manual Report Generation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1058
Report Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1058
Statistics To Clear . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1058
Printing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1059

Chapter 18:
System Diagnostics

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1062

Digital Trunk Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1063

Navigating Through the Digital Trunk Diagnostics Screens . . . . . . . . . . . . . . . . . . . . . . . . . 1063
DMU Main Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1064
Module Selection Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1064
Dual T1/E1/PRI Module (T1M-2) Diagnostics Screens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1066
Main Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1066
Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1066
Status – Sync Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1068
Busy Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1069
Version Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1070
Port 1 or 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1071
Port 1 or 2 – Layer 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1072
Port 1 or 2 – Channel Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1073
Port 1 or 2 – Channel Selection – Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1074
Port 1 or 2 – T1 Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1074
Port 1 or 2 – Call Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1075

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Document Title - Using Variables

Port 1 or 2 – ISDN Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1076

Port 1 or 2 – ISDN Diagnostics – Data Link Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1077
Port 1 or 2 – ISDN Diagnostics – D-Channel Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . 1078
Port 1 or 2 – ISDN Diagnostics – D-Channel Diagnostics – Display . . . . . . . . . . . . . . . . 1079
Port 1 or 2 – Loopback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1080
Port 1 or 2 – Echo Canceller Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1081
Port 1 or 2 – Echo Canceller Selection – Echo Canceller Status . . . . . . . . . . . . . . . . . . . 1082
DSP Audio Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1083
DSP Audio Diagnostics – Setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1086
Clock Frequency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1088
Timers – Timers Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1088
Timers – Timers Selection – DID Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1089
Timers – Timers Selection – E&M Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1090
Timers – Timers Selection – Loop-Start/Ground-Start Timers . . . . . . . . . . . . . . . . . . . . . 1091
Timers – Timers Selection – OPX Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1092
Timers – Timers Selection – Miscellaneous Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1093
T1/E1/PRI Module (T1M) Diagnostics Screens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1094
Main . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1094
Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1095
Sync Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1097
Busy Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1098
Version Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1099
Port . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1100
Port – Layer 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1101
Port – Channel Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1102
Port – Channel Selection – Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1103
Port – T1 Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1104
Port – Call Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1105
Port – ISDN Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1106
Port – ISDN Diagnostics – Data Link Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1107
Port – ISDN Diagnostics – D-Channel Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1108
Port – ISDN Diagnostics – D-Channel Diagnostics – Display . . . . . . . . . . . . . . . . . . . . . 1109
Port – Loopback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1110
Timers – Timers Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1111
Timers – Timers Selection – DID Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1112
Timers – Timers Selection – E&M Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1113
Timers – Timers Selection – Loop-Start/Ground-Start Timers . . . . . . . . . . . . . . . . . . . . . 1114
Timers – Timers Selection – OPX Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1115
Timers – Timers Selection – Miscellaneous Timers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1116
Basic Rate Module (BRM-2) Diagnostics Screens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1117
Main . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1117
Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1118

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 Table of Contents

Busy Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1119

Version Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1121
ISDN Diagnostics Port 1 or 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1122
ISDN Diagnostics Port 1 or 2 – Data Link Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1122
ISDN Diagnostics Port 1 or 2 – D-Channel Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . 1123
ISDN Diagnostics Port 1 or 2 – D-Channel Diagnostics – Display . . . . . . . . . . . . . . . . . . 1124

DB Test and Repair Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1126

Busy Out Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1126

Database Change Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1126

General Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1126
How to Read the Database Change Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1127
General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1127
Header and Footer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1128
Field Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1128
Other Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1130
Tools Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1132
Operations Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1134
View Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1139
Troubleshooting the Database Change Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1140

Audio Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1141

Audio Direction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1143
Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1143
Data Collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1144
Audio Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1144
Using the Audio Diagnostics Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1145
Responding to the Audio Diagnostics Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1146

Network Group Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1147

Oversubscription/IP Resource Sharing Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1147
IP Resource Sharing Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1148

Hybrid Balance Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1149

Improved Hybrid Balance Line Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1149
Hybrid Balance Test Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1150
Running a Hybrid Balance Test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1150
Running a Hybrid Balance Test on Single Trunk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1150
Running a Hybrid Balance Test for All Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1151
Viewing Hybrid Balance Test Results in Message Print . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1152

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Document Title - Using Variables

Viewing Hybrid Balance Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1152

Manually Changing the Hybrid Balance Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1153

Alarms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1155
Alarm Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1155
Network Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1156
Displaying Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1156
Alarm Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1157
Clearing an Alarm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1158
Responding to a Major Alarm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1158

Diagnostics through DB Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1160

Automatic Diagnostics Delivery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1160
System Device Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1161
Associated Devices and References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1162
Periodic Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1163
System Software Performance Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1164
Save/Restore Node Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1164
Error Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1164
IP Device Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1165

Voice Processing Diagnostics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1166

Diagnostics through SysAdmin and Admin Web Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1167

Extended CP Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1167
System Administration and Diagnostics Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . 1168
Administrator Web Portal Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1170
Archive Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1173
System Administration and Diagnostics Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . 1174
Administrator Web Portal Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1178
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1180
Downloading the logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1180

Other Diagnostic Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1182

Administrator Phone Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1182
Diagnostics Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1182
On-Line Monitor Command Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1185
System Diagnostics Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1186
Application Diagnostics Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1186
LCD Panel Diagnostic Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1187
Resource Manager CPH Diagnostics Flag . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1187

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 Table of Contents

Call Processing History (CPH) Freeze File Compression . . . . . . . . . . . . . . . . . . . . . . . . . . . 1188

History Queues/Log Files – Clearing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1188
Traceroute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1188

External Diagnostic Resources. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1190

Administrative Web Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1190
System Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1191

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Document Title - Using Variables

lii
Chapter 1
NEW FEATURES
Features and Programming Guide

INTRODUCTION
This chapter lists new features related to the MiVoice Office 250 Database (DB) Programming
application. This includes features used to complete system configuration and perform system
adds, moves, and changes after the system is installed. For information about new features
related to system hardware, licensing, or upgrades, refer to the MiVoice Office 250 Installation
Manual.

SYSTEM DOCUMENTATION RESOURCES

MiVoice Office 250 documentation includes the following resources:
• Mitel MiVoice Office 250 Features and Programming Guide (this book)
• MiVoice Office 250 Installation Manual
• Mitel MiVoice Office 250 DB Programming Help
• Mitel MiVoice Office 250 Phone Administrator Guide
• Mitel MiVoice Office 250 Unified Voice Messaging Administrator Guide
• Mitel System Administration & Diagnostics Guide,
• Mitel System Administration & Diagnostics Help

For additional system documentation, refer to the “Documentation” folder of the system software
DVD. You can also find all documentation on the Mitel eDocs Web site (http://edocs.mitel.com).

IMPORTANT INTRODUCTIONS AND DISCONTINUATIONS

The CS platform is no longer supported in Release 6.2.

NOTE CS controller hardware migration bundles are described in bulletins.

2
 New Features

MIVOICE OFFICE 250 V6.3 SP5 NEW FEATURES

This section briefly describes the new features, hardware, and enhancements available in
MiVoice Office 250 Release 6.3 SP5 software release.

SYSTEM ADMINISTRATION & DIAGNOSTICS SECURITY ALERT

• SSL certificate has two fingerprints - created with SHA1 and with MD5, which are displayed
on the Security Alert message.
• Federal Information Processing Standards (FIPS) does not support MD5, which is used by
System Administration (Sys Ad) for creating and displaying fingerprints of SSL certificate.
• If FIPS is enabled only SHA1 fingerprint is displayed on the Security Alert message.
• It is also displayed that FIPS is enabled on your operating system.

IMPROVED FUNCTIONALITY FOR SIP PHONES, ESPECIALLY 6900

SIP PHONES
• There is an ability to have different ring tones for internal/external/UCD Hunt group/ACD
Hunt group calls on the 6900 phones.
• The Transfer To Connect Allowed flag is introduced for SIP phones to provide connect
tone when consultative transfer is completed.
• The option Convert to 69xx/Phone Manager SIP Phone(s)… was added to context menu
for SIP Phones.

IMPROVED OAI FUNCTIONALITY

Additional parameter is added to Transfer Call One Step OAI command to identify that this
command is used to park a call.

OTHER UPDATES
A Logout From ACD Hunt Groups During Hot Desk Logout system flag is used to make
agents or members of ACD Hunt Groups logout automatically during Hot Desk logout.

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Features and Programming Guide

MIVOICE OFFICE 250 V6.3 SP4 NEW FEATURES

This section briefly describes the new features, hardware, and enhancements available in
MiVoice Office 250 Release 6.3 SP4 software release.

E-MAIL GATEWAY
A new flag Allow any authorization servers allows system attempt authentication to multiple
IP addresses that resolve to the E-mail SMTP Server.

4
 New Features

MIVOICE OFFICE 250 V6.3 SP3 NEW FEATURES

This section briefly describes the new features, hardware, and enhancements available in MiV
oice Office 250 Release 6.3 SP3 software release.

IMPROVED FUNCTIONALITY
• Callback from Voice Mail feature can be used by SIP phones.  
• A Hunt Group Supervisor using a 6900 SIP Phone can now initiate Station Monitor, Barge-
In and Steal. Barge-In and Steal features are available after activating Station Monitor on
6900 SIP Phone. This enhancement requires MiVoice Office Application Suite Release 5.2
or later.  

SECURITY UPDATES
New OpenSSL version 1.0.2r.

5
Features and Programming Guide

MIVOICE OFFICE 250 V6.3 SP2 NEW FEATURES

This section briefly describes the new features, hardware, and enhancements available on the
MiVoice Office 250 when equipped with the 6.3 SP2 software release.

AUTO ANSWERING OF PHONE-TO-PHONE INTERCOM CALLS ON

6900 PHONES
This section briefly describes the new features, hardware, and enhancements available on the
MiVoice Office 250 when equipped with the 6.3 SP2 software release.

IMPROVED FUNCTIONALITY FOR SIP PHONES, ESPECIALLY 6900 SIP

PHONES
• Intercom can be dialed using the keypad of the 6900 SIP phone (this improvement needs
MiVoice Office Application Suite Release 5.1 SP2 or later).
• The default value of SIP devices for Audio for Calls Camped onto this Device is set to
Ringback instead of MOH (Music on Hold). When MOH is not installed, the user on-hold
does not hear anything. Upgrading an existing system implements this new default setting.
• When adding off-node devices to Hunt Groups or Ring in Destinations, the device type IP/
Digital is renamed as IP/Digital/SIP/6900 to make it evident that this needs to be selected
only for 6900 SIP Phones.
• The default values for device type 6900 SIP phone are also suitable for the Phone Manager
clients. It is now renamed as 6900/Phone Manager SIP phone.

SECURITY UPDATES
• MiVoice Office 250 is now GDPR compliant.
• MiVO 250 offers TLS 1.2 on all secured system connections. The System Administration
(Sys Ad) and the Database Programming (DBP) applications connect with TLS 1.2 to MiVO
250.
• The default value of OAI/WEB/ SIP ports are set to disabled. It is recommended to set this
value to enabled before the ports are used. Upgrading an existing system implements this
new default setting.

SUPPORT FOR MITEL 5613/5614 SIP PHONES

The Mitel 5613/5614 SIP Phones are supported on MiVoice Office 250 with the same
functionality as the previous models of Mitel 5603/5604.

6
 New Features

MIVOICE OFFICE 250 V6.3 SP1 NEW FEATURES

This section briefly describes the new features, hardware, and enhancements available on the
MiVoice Office 250 when equipped with the 6.3 SP1 software release.

IMPROVED OAI FUNCTIONALITY TO ASSIST WITH 6900 SIP PHONE

DEPLOYMENT
Single Provisioning: When a 6900 phone is created in MiVO250, it automatically generates
authentication details. Using encryption, MiVO AppSuite can import the 6900 device
authentication details. When configuration changes are made to 6900 SIP Phone Group(s) the
MiVO250 will notify MiVO AppSuite via OAI.

Page zone numbers: With improved OAI functionality 6900 phones can now select a Page
Zone ID in Keymap profiles on MiVO AppSuite.

If CT Gateway is in use, this will need to be upgraded to 5.0.63.0 to allow the new
NOTE
OAI functionality to be used.

OTHER UPDATES
AWP shows the 69xx SIP phone as separate device type in the Device General tab.

SECURITY UPDATES
• New OpenSSL version 1.0.2n.
• Meltdown/Spectre: The new Bios on PS-1 Dell R230 servers is supported.
• GDPR documents are available as part of the Release 6.3 SP1 documentation.
• Inbound Authentication is now available for SIP Voicemail.
When creating a SIP Voicemail, it is recommended to populate Inbound Authentication
credentials to avoid any unauthorized access to MiVO250.

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Features and Programming Guide

MIVOICE OFFICE 250 V6.3 NEW FEATURES

This section briefly describes the new features, hardware, and enhancements available on the
MiVoice Office 250 when equipped with the 6.3 software release.

CLOUDLINK WITH MIVOICE OFFICE 250

The CloudLink Gateway can be connected to the MiVoice Office 250 with SIP trunks. It allows
MiVoice Office 250 Users (with DEE) to include their Mobile Device on which the OfficeLink
App is installed. The OfficeLink App supports system features. For more description on
OfficeLink, and how to configure CloudLink in MiVoice Office 250 DBP, see http://mitel.help.

No licenses are needed. The MiVoice Office 250 Release 6.3 detects CloudLink as a Trusted
Application and automatically releases the needed OAI and SIP trunk licenses. The Trunk group
configuration for CloudLink is supported with a new template for CloudLink.

SUPPORT OF 6900 SIP PHONES WITH MIVO APPLICATION SUITE 5.1

Mitel 6920, 6930 and 6940 SIP Phones are supported in conjunction with MiVO AppSuite 5.1.

The 6900 SIP phone configuration is supported with a new 6900 SIP phone type, that can be
used instead of the generic SIP phone type.

The MiVoice Office 250 Rel 6.3 supports additional SIP extension and trunk features, handset
flags and security improvements.

ADMINISTRATION FEATURES, WHEN USING SIP DEVICES

The MiVoice Office 250 R6.3 allows SIP devices to have Administrator and Door Relay rights.
Clients on Application Suite 5.1 have special keys defined to activate: Door Relay, Night Ring
on/off, Clear System Alarm, Diagnostics on/off, System History Freeze/Unfreeze, and
Automatic Diagnostics on/off.

DIVERT/ACCEPT UCD CALLS, WHEN USING SIP DEVICES

SIP devices support the Hunt Group Remove/Replace feature. So, the incoming hunt group
calls to SIP phones can be stopped with the DBP flag, or by using the feature code (322 HG
Remove, 323 HG Replace, 324 Toggle HG Remove/Replace).

SIP REVERSE TRANSFER

Calls on hold or calls ringing on another phone or hunt group can be picked up by a SIP device.

DIRECT PAGE
Direct Page is an enhancement to the existing Page feature, which allows you to page to the
loudspeaker of an individual IP/ Digital Phone instead of a whole Paging Zone.

8
 New Features

• To configure an IP/ Digital Phone as a destination for Direct Page the phone must be
assigned to a Paging Zone, which has the Use zone for Direct Page option enabled. This
is disabled by default.
• A Direct Page is then activated by dialing 7 (Default Feature Code for Paging), followed by
the configured Paging Zone, and then the extension number of the phone you want to
Direct Page.
• Direct Page can only be activated by Phones that have the Initiate Direct Page flag set to
Yes.
• Analog and SIP phones cannot receive a Direct Page, but can initiate a Direct Page to an
IP/ Digital Phone.

FLEXIBLE SIP HEADER CONFIGURATION TO SIP TRUNK PROVIDER

There are new fields available in the SIP Trunk Group configuration that allows to define which
Caller ID information is sent to the SIP provider.

RESTRICTED CLI IN SIP HEADER

The caller identification can be withheld within the SIP header.

DISPLAY ONLY CALLER IDENTIFICATION INSTEAD OF TRANSFER

INFORMATION
A new Phone flag allows you to suppress transfer information and instead display caller
identification and name when the incoming call is ringing.

ALTERNATE LAMP INDICATION ON PHONE/ PKM KEYS

Previously, MiVoice Office 250 lamp indication used three flashing rhythms (ringing: quick, hold
from yourself: moderate, everything else: slow). A new system flag Use alternate key lamp
indication for Phone status allows a clearer difference (ringing: slow, hold from anyone:
moderate, active calls: continuously lit).

RELEASE KEY
Actual desktop phones on MiVoice Office 250 do not have the old “infinity key” to release a call
with a simple keyclick. For example, a receptionist with a headset still had to use the hook in
the cradle of the desktop phone to release calls. Now it is possible to configure the release
call functionality on any phone key. The configuration can also be defined by the user in the
User Web Portal (UWP).

NOTIFICATION OF NO PRIMARY OR LOCAL ATTENDANT

CONFIGURED
The Primary or local Attendant is important to system behavior. When a user unintentionally
removes these from the Database configuration, a warning message appears.

9
Features and Programming Guide

SSL CERTIFICATE
You can generate Certificate Signing Request and Upload SSL Certificate settings to create
a CSR request and upload customer’s own certificate on the system.

SECURITY UPDATES
• New OpenSSL version 1.0.2l
• Improvements have been made to the existing Firewall, including the ability to save and
restore settings. Firewall configuration options have been extended to include the PS-1
when equipped with the MiVoice Office 250 6.3 software release.

DISCONTINUATION OF UCX (UNIFIED COMMUNICATOR EXPRESS)

Unified Communicator Express was discontinued in May 2015. It is now removed from MiVoice
Office 250 R6.3 documentation.

10
 New Features

MIVOICE OFFICE 250 V6.2 SP2 NEW FEATURES

This section briefly describes the new features, hardware, and enhancements available on the
MiVoice Office 250 when equipped with the v6.2 SP2 software release.

UVM DIAGNOSTIC IMPROVEMENTS

The UVM diagnostic improvements supports changing logging level for the UVM application
to help diagnose customer-affecting issues. The logging level for the UVM application can be
only debug or info. The Debug logging level provides logs with the most information. This
includes information that is useful for debugging configuration and hardware integration errors.
The Info logging level includes information about changes in application state values and major
application events. It is available in SysAd and in the AWP.

The debug logging level for UVM is only to be used for specific debugging
activity. It is not recommended to enable debug logging level without prior
consultation with Mitel Product Support. Alarm A150 `Extended APP
NOTE Logging is Enabled` will appear until all applications are turned off debug
logging level again. The Alarm 150 will not appear on administrator
telephones, it will only appear within System Administration and
Diagnostics, and Message Print.

DIRTY COW SECURITY UPDATES

Dirty COW (Dirty copy-on-write) is a computer security vulnerability for the Linux kernel that
affects all Linux-based operating systems. It is a local privilege escalation bug that exploits a
race condition in the implementation of the copy-on-write mechanism in the kernel's memory-
management subsystem.

The MiVoice Office 250 v6.2 SP2 has included a series of fixes to prevent the Dirty COW
vulnerabilities from affecting the system.

NEW PS1 HARDWARE SERVER

The R230 Server supports the MiVoice Office 250 PS1 software, and it is capable of running
the 32-bit Debian 4.0 based distribution with the MiVoice Office 250 components.

OTHER ENHANCEMENTS
• The MiVoice Office 250 Release 6.2 SP2 uses OpenSSH 7.1p1 and OpenSSL 1.0.2j.
• The MiVoice Office 250 Release 6.2 SP2 supports Dell R230 as PS-1

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Features and Programming Guide

MIVOICE OFFICE 250 V6.2 SP1 NEW FEATURES

This section briefly describes the new features, hardware, and enhancements available on the
MiVoice Office 250 when equipped with the v6.2 SP1 software release.

SYSTEM DIAGNOSTIC IMPROVEMENTS

This feature supports “extended CP logging” to help diagnose customer-affecting issues, and
new “archive options” for preserving various logs and statistics from the system. They are
available in SysAdmin and in the Admin Web Portal (AWP).

The Extended CP Logging capability is only to be used for specific

debugging activity. It is not recommended to enable these logs without prior
NOTE consultation with Mitel Product Support. Alarm A150 ‘Extended CP Logging
is Enabled’ will appear until all Extended CP Logging options are disabled
again.

WATCHDOG IMPROVEMENT
The watchdog monitors activity of call processing. If call processing does not respond to the
watchdog every 30 seconds, it will restart the MiVoice Office 250 system. New Logs are in the
cp_watchdog_observer_log.txt file available in SysAdmin and Admin Web Portal (AWP).

T1/E1 REFRESH
The FPGA component on the Dual T1/E1 card had to be replaced. The new card version is
backward compatible to previous releases. Release 6.2 SP1 now also contains the firmware
upgrade mechanism.

12
 New Features

MIVOICE OFFICE 250 V6.2 NEW FEATURES

This section briefly describes the new features, hardware, and enhancements available on the
MiVoice Office 250 when equipped with the v6.2 software release.

SYSTEM PARK
System Park is a feature that allows calls to be parked by a phone, then either retrieved again
by that phone, or retrieved by another phone.

The MiVoice Office 250 Release 6.2 supports the following features.
• The Park/Pickup key with the same destination may be configured on several phones.
• then any of these phones can park or retrieve calls from the same destination.
• Multiple calls may be parked on the same destination.
• If in a call, the call will be added to the queue of parked calls.
• If not in a call, the first parked call on this destination will be retrieved.
• Parked calls will recall the person who parked the call after a timeout
• Phantom destinations use the new Park Recall Timer (default 180s, range 30-600s)
• Hunt Groups use the existing Hunt Group Recall Timer (default 180s, range 1-65'535s)
• If a call is parked on a Park/Pickup key, the key will flash.
• except if the Hunt Group has the ‘Group Call Pick-up’ flag disabled.
• Additional Notes:
• Phones without a Park/Pickup key can use the features 'transfer' and 'reverse transfer'
to park and retrieve calls from destinations like "Park Location 1". Therefore it is rec-
ommended to give simple numbers to such Phantom or Hunt Group destinations.
• Assigning a Park/Pickup key to a Hunt Group destination is an enhancement to the
existing Group Pick-up feature, allowing Group Pick-up using a single key press, whilst
also allowing for a visual indication.

IMPORT AUDIO FILES FOR AUDIOTEX RECORDING ENHANCEMENT

Audiotex Recordings are custom recordings used by the MiVoice Office 250 Unified Voice
Messaging (UVM) applications like the Auto Attendant (AA) and Call Routing Announcement
(CRA) features.

Until now, Audiotex recordings could only be recorded using a phone with access to the Voice
Mail System Administrator’s Mailbox. Each recording is associated with a recording number
and assigned to the application(s) in Database Programming.

From release 6.2, you can now import audio files and use them for Audiotex applications,
including Auto Attendant (AA) and Call Routing Announcement (CRA) features. This will

13
Features and Programming Guide

improve the quality and fidelity of the recordings and allow pre-recorded, professional
recordings for auto attendant greetings and announcements.

Recording requirements are as follows:

• At this time, only WAV files are supported.
• Recordings must be less than 5 minutes in length.

MIVOICE 5624 WIRELESS PHONE SUPPORT

The MiVoice 5624 Wireless Phone seamlessly blends the wireless needs of the user with a
wide range of critical applications like voice messaging and integrates with fixed legacy
applications within the organization.

The MiVoice 5624 Wireless Phone is Mitel’s first VoWiFi (Voice over Wi-Fi) handset operating
on 802.11n network; it supports the deployment of voice over a Wireless LAN (WLAN) without
degrading the performance of an existing .11n network capacity. A MiVoice 5624 Wireless
Phone-based solution delivers trouble-free WLAN vendor interoperability and scalability, as
well as the capacity to integrate and communicate with a comprehensive range of external
sources.

Notes:
• MiVoice 5624 Wireless Phone is already available outside North America.
• In North America the regulatory approval and introduction is in progress with MiVoice
Business and will then also be available for MiVoice Office 250
• MiVoice 5624 Wireless Phone is Mitel’s rebranding of the earlier certified Ascom i62 and
is technically the same. (Mitel SIP Center of Excellence specifications, 14-4940-00310).

DISCONTINUATION OF SUPPORT FOR CS PLATFORM

With Release 6.2, CS platform is not supported.

OTHER ENHANCEMENTS
• Security improvements for SSL connections (Webserver, SSH) used on the system.
• Open SSH 7.1
• OpenSSL 1.0.2a
• Web services are only accessible via TLS 1.2 encryption

MORE FEATURES IN RELEASE 6.2

MOH (MUSIC ON HOLD) FOR PARKED DESTINATIONS

To change from Ringback to MOH for Parked Calls, two configurations are needed:

14
 New Features

Change the ‘Audio for Calls Ringing at this Device’, from Ringback to Music, at the Park
Phantom(s)

Change the ‘Audio for Transfer to Ring’ from ‘Ringback’, to ‘Use Next Device’s Audio Source’,
at the Trunk Group.

GROUP PICKUP ENHANCEMENT

Assigning a Park/Pickup key to a Hunt Group destination is an enhancement to the existing

Group Pick-up feature, allowing Group Pick-up using a single key press, whilst also allowing
for a visual indication.

OTHER ENHANCEMENTS

MiVoice Office 250 Release 6.2 supports Exchange 2016

15
Features and Programming Guide

MIVOICE OFFICE 250 V6.1 SP1 NEW FEATURES

This section briefly describes the new features, hardware, and enhancements available on the
MiVoice Office 250 when equipped with the v6.1 SP1 software release.

MULTI-NODE VIDEO SUPPORT

MiVoice Office 250 Release 6.1 SP1 supports video calls between SIP clients connected to
different nodes. A SIP device connected to Node 1 can now make a video call to a SIP device
connected to Node 2.This is achieved by using the Peer-to-Peer (P2P) connection between
two SIP endpoints for the video calls for the endpoints connected to MiVoice Office 250.

The MiVoice Office 250 Release 6.1 SP1 supports the following features.
• Video calls between SIP clients connected to different nodes.
• Backward compatibility. A P2P video call from 6.1 SP1 node to 6.1/6.0/5.1 node is modified
to an audio call.
• SIP video devices as remote extensions via MBG.
• Video calls across the network like any other desktop device.

SIP PHONE GROUP – PASSWORD ALARM

MiVoice Office 250 Release 6.1 SP1 provides a new System Flag. This field is located in
System\Flags.

When enabled, Alarm 149 will be generated each time a SIP Phone registers with the MiVoice
Office 250, where the password used for the registration is either the same as the SIP Phone
extension number or it is left empty. The alarm is raised against the SIP phone group to which
the SIP Phone belongs. The SIP Phone will still able to register and operate, however the alarm
will notify the Administrator that security needs to be reviewed immediately for this SIP Phone
Group. This alarm will be cleared automatically by the system as soon as the SIP Phone
registers again using new credentials. Note that the Administrator first has to make the password
secure and cannot simply clear this alarm.

This feature is enabled by default. Mitel recommends that you do not disable this feature. The
Alarms Notification Feature within System Administration and Diagnostics is used to send an
email to an administrator when a System Alarm is generated.

16
 New Features

MIVOICE OFFICE 250 V6.1 NEW FEATURES

This section briefly describes the new features, hardware, and enhancements available on the
MiVoice Office 250 when equipped with the v6.1 software release.

PRODUCT RE-BRANDING
Mitel has introduced new product naming as follows:

PREVIOUS NAME CURRENT NAME

Mitel 5000/5000 CP/Mitel 5000 Communications MiVoice Office 250
Platform
Mitel Database Programming MiVoice Office 250 Database Programming.
Mitel System Administration and Diagnostics MiVoice Office 250 System Administration and
Diagnostics
Mitel 5000 Administrator Web Portal MiVoice Office 250 Administrator Web Portal
Mitel 5000 User Web Portal MiVoice Office 250 User Web Portal
Mitel Attendant Console MiVoice Office 250 Attendant Console
Mitel Applications Suite (MAS) MiCollab
Mitel Unified Communicator Advanced (UCA) MiCollab Client
Mitel Border Gateway MiVoice Border Gateway
NuPoint Unified Messaging MiCollab Unified Messaging

For products related to releases prior to 6.1, naming will reference their previous,
NOTE
non re-branded names.

The re-branded interfaces for Database Programming, System Administration and Diagnostics,
Administrator Web Portal, and the User Web Portal are updated with the new Mitel logo and
color scheme. Additionally, the re-branding includes, but is not limited to, the following other
MiVoice Office 250 interfaces:
• MiVoice Office 250 Installation Wizards
• MiVoice Office 250 Private Networking
• MiVoice Office 250 PS1 Server

VIRTUALIZED PS1
The PS1 can now be deployed as a virtual appliance running in a VMware environment. Please
see the MiVoice Office 250 Installation Manual for details regarding the installation and upgrade
to virtualized PS1.

Note: Throughout this document, PS-1 refers to either the physical dedicated hardware
component or the virtual appliance, unless specified.

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Features and Programming Guide

NEW PS1 HARDWARE SERVER

As of May 2014, Dell retired the R210 Server and replaced it with the PowerEdge R220 Server.

The R220 Server supports the MiVoice Office 250 PS1 software, and it is capable of running
the 32-bit Debian 4.0 based distribution with the MiVoice Office 250 components.

Debian is a Linux distribution that is composed primarily of free and open-source

software, most of which is under the GNU General Public License, and packaged by
NOTE a group of individuals known as the Debian project. The Debian Stable distribution is
one of the most popular for personal computers and network servers, and has been
used as a base for several other Linux distributions.

MIVOICE OFFICE 250 ATTENDANT CONSOLE REFRESH

Due to its historical heritage, earlier versions of the Attendant Console supported older operating
systems such as Windows 98 and old drivers for HASP keys. These drivers do not support 64-
bit versions of the Microsoft Windows.

As of 2014 new drivers for the Sentinel HASP are available from SafeNet Inc., and are
compatible with a variety of 64-bit Windows versions, including Windows 7 and Windows 8.

The MiVoice Office 250 Attendant Console Release 3.5 can read data from valid HASP keys
on the following Windows Operating systems:
• Windows 7 (32- and 64-bit)
• Windows 8 (32- and 64-bit)
• Windows 8.1 (32- and 64-bit)
• Windows 10 (32- and 64-bit)

DIGITAL TELEPHONE REFRESH

The Digital Telephone refresh redesigns the existing 8568 and 8528 Digital Telephone
hardware to eliminate the potential for obsolete parts with the new redesigned Digital
Telephones.

No new features are added to the refreshed series of Digital Telephones. To the end-user there
are no differences in the installation and operation between the refreshed Digital Telephones
and the previous versions.

The refreshed MiVoice 8568 and 8528 Digital Telephones are supported on all Mitel 5000 CP
/ MiVoice Office 250 systems that currently support these phones.

VIDEO SUPPORT FOR SIP TO SIP CALLS

MiVoice Office 250 Release 6.1 supports video capable SIP endpoints connected to the system
when one SIP endpoint tries to establish a video call or escalate an established audio call to
video. The peer-to-peer (P2P) functionality enables new SIP Peer endpoints to send and receive
video packets directly to another IP device.With P2P enabled, an existing SIP to SIP audio call
will have the capability to be converted to a video call.

18
 New Features

In Database Programming, Peer-to-Peer Audio has been renamed Peer-To-Peer Media.

BT CLIP CLID ENHANCEMENTS

MiVoice Office 250 Release 6.1 allows the decoding of Calling Line Identification (CLID)
information in countries which use variations of BT CLIP (British Telecom Calling Line
Identification Presentation) signaling on analog trunks.

BT CLIP supports the delivery of Caller ID information on analog trunks in the UK, and the
standard is commonly known as BT CLIP. BT CLIP is an on-hook capability that provides the
user with information about the caller before actually answering a call.

A new trunk Service Type and timer parameters are added in MiVoice Office 250 Database
Programming to support BT CLIP. BT CLIP replaces ETSI DTMF Caller ID. When configuring
a Loop Start trunk, the Service Type options now include Bellcore FSK Caller ID and British
Telecom FSK.

See “Caller ID, DNIS, and ANI“ on page 188 for details.

SIP ACD AGENT LOGIN

SIP endpoints - including a SIP DECT, SIP Softphone, and a Mitel Phone Manager Softphone
to login in to and logout from an ACD queue is supported.

SIP phones can be added to a Basic or UCD Hunt Group member list. Calls routed to a particular
Hunt Group may be directed to a SIP phone.

For a SIP phone to use the ACD features (Log in, Log out, Wrap-Up Terminate), an OAI
application must be used in conjunction with the SIP phone. Mitel Phone Manager is the
recommended application.

The ACD feature codes cannot be dialed using a SIP phone.

See Table 113 and Table 114 for a full list of system features and phone features compatible
with each type of SIP phone.

19
Features and Programming Guide

5000 CP V6.0 SP3 NEW FEATURES

This section briefly describes the new features, hardware, and enhancements available on the
Mitel 5000 CP when equipped with the v6.0 SP3 software release.

There are no impacts to any of the 5000 CP documents or help files as a result of the following
new features in release 6.0 SP3.

SHELLSHOCK SECURITY UPDATES

Shellshock is a family of security bugs in the widely used Unix Bash shell. The Shellshock
vulnerabilities affect various Unix-based systems use to execute command lines and command
scripts.

The 5000 CP v6.0 SP3 has included a series of fixes to prevent the Shellshock vulnerabilities
from affecting the system.

NEW 6.2.0.6 IP PHONE FIRMWARE

5000 CP v6.0 SP3 introduces a new IP firmware version 6.2.0.6. The 53xx series IP Phones
will be upgraded to this version once the 5000 CP v6.0 SP3 is installed.

MITEL SIP DECT 6.0 SUPPORT

In 5000 CP v6.0 SP3, the SIP DECT Version 6 offering is fully supported and validated.

MICROSOFT EXCHANGE 2013 SUPPORT FOR UNIFIED VOICE MAIL

In 5000 CP v6.0 SP3, Microsoft Exchange 2013 is fully supported when using it in conjunction
with the Unified Voice Mail integration.

20
 New Features

5000 CP V6.0 SP2 NEW FEATURES

This section briefly describes the new features, hardware, and enhancements available on the
Mitel 5000 CP when equipped with the v6.0 SP2 software release. Some of the items are
documented mainly in this manual, and some in their respective application’s documentation
set. For details on each item, refer to the indicated pages, document, or help file.

DTMF DECODING PAYLOAD

SIP Peers in Database Programming can be configured with the necessary custom payload
type value, depending on the supported payload type of the far end SIP provider. In previous
releases, this value was configured in IP Settings. In Release 6.0 SP2 and up, the DTMF
Decoding Payload is now located in the individual configurations for SIP Phone Groups, SIP
Trunk Groups, and SIP Voice Mails. The payload type is typically negotiated between carriers
and devices, but in some cases the SIP service provider does not accept requests. The DTMF
Payload Type is made available by the SIP trunk service provider.

Database Programming now allows the DTMF Payload type to be selected for SIP Peers, from
a range of values that correspond to those supported by the SIP service provider.

The default DTMF Decoding Payload value applies to North American, UK, and Australian
systems.

See “Configuring SIP Peer Programming Options“ on page 742, and “DTMF Decoding Payload“
on page 752 for details.

PROPAGATION OF ORIGINAL CALLER ID TO P-ASSERTED IDENTITY

In Database Programming, a new flag, Do Not Propagate Original Caller ID to P-Asserted
Identity, was added. This flag allows the administrator to control whether or not the Original
Caller ID will be propagated to the P-Asserted Identity header for SIP calls.

See“Propagate Original Caller ID“ on page 551, and “Do Not Propagate Original Caller ID to
P-Asserted Identity“ on page 552 for details.

DO NOT USE OUT-BOUND USERNAME IN REGISTER

In Database Programming, a new flag, Do not use Out-bound Username in REGISTER, was
added. This flag controls the registration of a SIP call when upgrading to Release 6.0 SP2.

If the flag is set to No, the to/from/contact headers in the SIP register correspond to the out-
bound username. If the flag is set to Yes, the to/from/contact headers in SIP register correspond
to the trunk group Caller ID.

See “Authentication“ on page 744 for details.

21
Features and Programming Guide

SUPPORT FOR NEW DDM16 AND DEM16 CIRCUIT BOARD

REVISIONS
New hardware revisions of the DDM16 and DEM16 circuit boards are fully supported by the
Release 6.0 SP2 software.

MCD INTEROPERABILITY SUPPORT

The Mitel 5000 Release 6.0 SP2 maintains all current support with the published MCD
Interoperability.

MICROSOFT LYNC INTEGRATION SUPPORT

The Mitel 5000 Release 6.0 SP2 now has support for Microsoft Lync via the Micollab 6.0 product.
Refer to the MiCollab 6.0 documentation for details on this integration.

SUPPORT FOR NEW DEVICES

The Mitel 5000 Release 6.0 SP2 supports the following new devices:
• The 5610 IP Dect Phone is now supported via a Media Border Gateway connection to the
Mitel 5000 CP.
• New models of the 5320e phone have a back-lit display. The Mitel 5000 v6.0 SP2 contains
new firmware for the 5320e IP phones.
• Apple IOS support via a Media Border Gateway connection to the Mitel 5000 CP. Refer to
the Media Border Gateway and IOS documentation for details.
• Mitel Phone Manager (formerly by Xarios).

UPS MONITORING SUPPORT CHANGES ON 6.0 SP2 AND LATER

SOFTWARE
Effective Release 6.0 SP2, monitoring capabilities for previously approved suppliers of UPS
units cannot be guaranteed to be compatible with the UPS Monitoring feature. See the Mitel
5000 CP Installation Manual for details.

22
 New Features

5000 CP V6.0 SP1 NEW FEATURES

This section briefly describes the new features, hardware, and enhancements available on the
Mitel 5000 CP when equipped with the v6.0 SP1 software release. Some of the items are
documented mainly in this manual, and some in their respective application’s documentation
set. For details on each item, refer to the indicated pages, document, or help file.

MID CALL FEATURES

Mid-Call Features provide a way for a mobile user to perform hold, transfer, and conferencing
features when the 5000 places a call via Dynamic Extension Express (DEE).

Mid-Call Features are only supported with other networked 5000 CPs running Release v6.0
NOTE
SP1 and higher software.

See “Audio for Calls Holding for this Device“ on page 545

See “User Programming Fields“ on page 816

See “User-Related Information“ on page 834

See “Mid-Call Features“ on page 856

MBG SIP SERVICES

The MBG (Mitel Border Gateway) is a platform for the secure deployment of multiple network
connectivity services in a number of network edge scenarios. New MGB SIP features include:
• SIP device support
See “MBG SIP Services – Trunks and Devices“ on page 730
• UCA application support
See “Configuring MiVoice Office 250/UCA with MBG“ on page 732

ADDING LOCAL DIALING PREFIXES

For Incoming calls on SIP trunks in the UK and Australian markets, where the leading prefix
was not presented, the Mitel 5000 will now automatically add the following dialing prefixes:
• 0 for national calls in the UK and Australian markets
• 00 for international calls in the UK market
• 0011 for international calls in the Australian market

This will allow the called party to redial the external number back successfully, and it will allow
incoming calls to match System Speed Dial numbers.

DATABASE PROGRAMMING UPDATES

The following updates to Database Programming have been implemented to improve usability
as more routines become automated requiring less input from the administrator:

23
Features and Programming Guide

• Configuration Wizard suggesting Voice Mail applications types.

• Configuration Wizard Summary page lists Voice Mail applications programmed from within
the Wizard, and those that have not been programmed.
• Phone users have the ability to access the Administrative Web Session via User Login/
Password.
• Create an unassociated user.
• After upgrading to Release 6.0 SP1, only the System Administration and Diagnostics (Sys-
Ad) shortcut displays in the Windows Start menu.

24
 New Features

5000 CP V6.0 NEW FEATURES

This section briefly describes the new features, hardware, and enhancements available on the
Mitel 5000 CP when equipped with the v6.0 software release. Some of the items are
documented mainly in this manual, and some in their respective application’s documentation
set. For details on each item, refer to the indicated pages, document, or help file.

AXXESS NETWORKING SUPPORT

Further to product bulletins released during the 5.1 release cycle, Axxess networking is no
longer supported beginning with the v6.0 release of the 5000 CP.

CONFIGURATION WIZARD
The Configuration Wizard has been updated to make start-up easier, and to easily configure a
variety of system level parameters including IP and e-mail settings, expansion modules, IP
phones, voice processor options, and a variety of devices.

See “Launching the Configuration Wizard“ on page 75.

USER CREATION WIZARD

The User Creation Wizard allows an administrator to create and edit individual users and their
corresponding features and extensions from one area.

See “Creating Users“ on page 818

DATABASE PROGRAMMING ENHANCEMENTS

Database Programming has been enhanced in a number of areas. The items below reflect the
areas affected.

“Maintenance Accounts“ on page 64

“Associated Extensions“ on page 416

“Programming Trunk Group Options“ on page 534

“Audio for Calls Holding for this Device“ on page 545

“Configuring SIP Peer Programming Options“ on page 742, including the following:
• “Use Registered Username“ on page 751
• “Disable Domain Validation“ on page 752
• “Supports Display Updates“ on page 752
• “Supports Ad Hoc Conferencing“ on page 752

“User Programming Fields“ on page 816

“User-Related Information“ on page 834

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Features and Programming Guide

“Dynamic Extension Express Examples“ on page 838

“Ring Duration“ on page 841

“Programming Dynamic Extension Express“ on page 844

“Area Flags“ on page 141

“Importing User Entries from CSV Files“ on page 824

“Device Baseline Extensions“ on page 148

DHCP SERVER
The 5000 CP now has an embedded DHCP server. The embedded DHCP server makes the
5000 CP capable to automatically provide the proper DHCP Options for programming IP
phones, thereby reducing the chances of misconfiguration, and reducing installation time.

See “DHCP Server Settings“ on page 640 for details.

BUNDLED SAVE AND RESTORE

The Database Operations menu is renamed Backup Operations. Two new options for database
backup save and restore are located here. The Default Database option is now under the main
Operations menu.

The ability to encrypt sensitive data is also provided.

The DB Test and Repair and DB Converter user interfaces will be redesigned and incorporated
into the new Backup Utility window. Scheduled backups will be updated to allow for a bundled
save.

See “Backup Operations“ on page 76 for details.

CONNECTION WIZARD
If the Configuration Wizard is not displayed at startup, a new dialog listing connection tips for
the Processing Server to connect with the Base Server will display instead of the Connection
Wizard. This dialog will only be displayed when connecting to a Processing Server in online
mode that is disconnected from the Base Server.

See “The Connection Wizard“ on page 35 for details.

SIP PEER TO PEER

A SIP Peer can now be put into a Network Group that supports peer-to-peer audio. The Peer-
to-Peer (P2P) functionality enables the new SIP Peer devices to send and receive audio packets
directly to the other IP device (without backplane connections). This implementation is the same
as the existing 5000 IP devices.

See “SIP Peer-to-Peer“ on page 618 for details.

26
 New Features

SUPPORT FOR ETSI DTMF CALLER ID

Caller ID information is decoded in countries which use varieties of ETSI DTMF signaling for
caller information.

When configuring a Loop Start trunk, the Service Type options now include Bellcore FSK Caller
ID and ETSI DTMF Caller ID.

See “Caller ID, DNIS, and ANI“ on page 188 for details.

ADMINISTRATOR WEB PORTAL

The Administrator Web Portal (AWP) interface for the 5000 CP replaces the Administrative
Web Session (AWS) as of Release 6.0. The AWP maintains the functionality of the AWS, and
also allows simple adds, moves, and changes for users and phones. See the AWP application
for details.

MITEL BORDER GATEWAY (MBG) SUPPORT

The following 53xx series IP phones for Teleworker operation are now supported when an MBG
is connected to a Mitel 5000 CP:
• 5304 (supported only with firmware 2.1.1.2 or later)
• 5312
• 5320/5320e
• 5324
• 5330/5330e
• 5340/5340e
• 5360

Depending on whether an MBG is connected to the 5000 CP network, and remote 53xx series
phones are outside the network, the appropriate NAT Address Type setting needs to be
programmed. See “NAT Address Type“ on page 673.

SUPPORT FOR NEW SIP PHONES

Mitel 5603/5604/5607 SIP phones are now supported. Display updates and Ad-Hoc
Conferencing using these new SIP phones is also supported.

See “SIP Phones and SIP Phone Groups“ on page 699.

ALARMS/ALERTS VIA E-MAIL

This new feature in SysAd adds the ability to program user notification for alarms. Users are
created and managed in DB Programming, as is their notification destination (e-mail, text
message, etc.). In SysAd the alarms can be enabled or disabled of notification on a per user
and individual alarm and/or alarm group basis.

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Features and Programming Guide

INACTIVITY TIMER
System Administration & Diagnostics and Database Programming now use the same timer for
inactivity. The timer is programmed in the Options window on the Advanced Tab in System
Administration & Diagnostics.

MITEL CONFERENCE PHONE COLLABORATION POINT SUPPORT

The 5000 CP supports the Mitel Conference Phone Collaboration Point, and it is programmed
as a SIP device. Details are included in the following sections:

“Viewing System Phones“ on page 378.

“SIP Phones and SIP Phone Groups“ on page 699.

“Maximum Number of Calls“ on page 750.

UVM E-MAIL SYNC WITH GMAIL AND OFFICE 365

The UVM application provides integration and synchronization capabilities between a user’s
voice mailbox and their e-mail client application and is referred to as E-Mail Synchronization.
It currently has the ability to synchronize with e-mail using IMAP with Exchange, Lotus Notes
and Groupwise.

With the popularity of hosted e-mail providers, the purpose of this enhancement is to extend
the capabilities to include Gmail and Office 365.

See the MItel 5000 Communications Platform Unified Voice Messaging E-Mail Synchronization
Administrator Guide (available on eDocs at http://edocs.mitel.com/default.htm#5000_anchor)
for details.

DTMF PAYLOAD TYPE 101

DTMF payload type 101 (becoming more common as the preferred standard in SIP calls) is
now supported.

See General IP Settings on page 631 for details.

28
 New Features

TERMINOLOGY CHANGES
To accommodate changes in technology and/or to better align with the overall corporate
marketing strategy, the following product terminology changes have been implemented in the
v6.0 release:
• The Database Operations menu is renamed Operations
• System Administrative Accounts is renamed Maintenance Accounts
• The Administrative Web Session (AWS) is renamed the Administrative Web Portal (AWP)

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Features and Programming Guide

30
Chapter 2
ABOUT DATABASE PROGRAMMING
Features and Programming Guide

INTRODUCTION
This guide provides descriptions and procedures for performing common administrative tasks
using the MiVoice Office 250 Database (DB) Programming application. This includes
instructions to complete system configuration and perform system adds, moves, and changes
after installation.

The guide assumes that the system is installed and that test calls have been placed to verify
that the system is properly connected to Central Office (CO) lines. It does not cover installation
programming, which includes hardware programming, system upgrades, and licensing.

For more information about installation programming, refer to the following resources:
• MiVoice Office 250 Installation Manual
• MiVoice Office 250 DB Programming Help

To access MiVoice Office 250 DB Programming Help:

While in DB Programming, select Help – Help Topics, or press F1.
• Mitel System Administration & Diagnostics Guide
• Mitel System Administration & Diagnostics Help

CHAPTERS IN THIS GUIDE

This guide includes the following chapters:
• Introduction: Provides an overview of the new features and enhancements in this release.
• About Database Programming: Provides information about the document’s structure and
content, associated documents, an overview of DB Programming and programming
guidelines.
• System Management: Describes features that you can use to manage and maintain the
MiVoice Office 250.
• Private Networking and System Nodes: Provides information to help you configure net-
work settings or add system nodes to a private Internet Protocol (IP) or T1/E1 Primary Rate
Interface (PRI) network.
• Numbering Plans: Provides information to program MiVoice Office 250 Numbering Plan
options.
• Trunks and Gateways: Describes how to program trunks and gateways for the system.
• End User Features: Describes MiVoice Office 250 features that are used by or mainly
affect end users.
• Phones and Devices: Provides information about how to program phones and devices.
• Extension Lists and System Groups: Provides programming instructions for MiVoice
Office 250 hunt groups, trunk groups, network groups, and extension lists.
• System and Device IP Settings: Describes MiVoice Office 250 IP features and
functionality.

32
 About Database Programming

• SIP Peers: Provides programming instructions for SIP peer (SIP-enabled) phones, trunk
groups, and voice mails.
• System Settings: Describes features that you can use to customize your system settings.
• Users: Provides programming instructions for creating Users in the Users folder.
• Voice Processor Features and Programming: Describes voice processing system fea-
tures and programming for the MiVoice Office 250.
• Subscriber Mailboxes: Provides information to create and configure subscriber mailboxes
for Unified Voice Messaging (UVM) systems.
• Voice Processing Management: Describes tools that you can use for UVM maintenance
and how to save or restore UVM databases.
• Voice Processor Reports: Provides information to generate customized system voice
processing reports.
• System Diagnostics: Provides fundamental instructions for interpreting the output data
from the system diagnostic utilities.

SYSTEM ADMINISTRATION & DIAGNOSTICS

System Administration & Diagnostics is a PC-based application that provides a single interface
to quickly access all of the administration and diagnostics tools available on the MiVoice Office
250. Using this application, a system administrator can easily configure and upgrade the
system, monitor active calls, view resource usage, troubleshoot issues, and so forth.

Mitel MiVoice Office 250 Database (DB) Programming is installed as part of the System
Administration & Diagnostics application along with other supporting system management tools
and utilities. After installing the System Administration & Diagnostics application, administrators
can quickly launch any of the following:
• DB Programming
• Administrative Web Portal (AWP)
• Secure Shell (SSH) Connection (PuTTY)
• MiVoice Office 250 Database Utilities (which includes Database Test and Repair)
• MiVoice Office 250 MOH Utility (the Music on Hold utility)
• Upload Utility

After establishing a connection to a MiVoice Office 250 node, System Administration &
Diagnostics queries call, resource/device, system, and system status data from the node. It
then uses a variety of content controls to display this information in a well-organized manner
that allows administrators to easily read and understand the data. The data can be refreshed
manually, or the application can be configured to refresh it automatically every so often.

The System Administration & Diagnostics installation includes an option to uninstall previous
installations of DB Programming. This option appears only when previous installations are
detected. Mitel highly recommends that you allow previous DB Programming versions/utilities
to be uninstalled, as this will prevent any confusion as to which versions of the applications are

33
Features and Programming Guide

being used. The older versions of DB Programming can then be re-installed using the DB
Programming “plug-ins” concept, as described below.

Plug-Ins

After the v4.0 release, newer versions of DB Programming will be installed as “plug-ins” so that
the main System Administration & Diagnostics application does not have to be re-installed just
to get a newer version of DB Programming. Note that you cannot install a plug-in release unless
the full System Administration & Diagnostics release is already installed.

The correct method for deployment on a new PC, or to update a PC with the application already
installed, is to install the most recent version of the System Administration & Diagnostics
application (which will usually include the most recent Database Programming version), then
add the required plug-ins for all previous Database Programming versions.

For complete information on this application, refer to both the Mitel System Administration &
Diagnostics Guide and the help accessible from the application’s user interface.

TECHNICAL SUPPORT
You can search the following Knowledge Base (KB) Center regarding DB Programming issues:

Mitel OnLine Knowledge Base Center (http://domino1.mitel.com/prodsupp/prodsupkb.nsf/

WebSearchForm?OpenForm). Note that you must first log on to Mitel OnLine (http://
portal.mitel.com/wps/myportal/MOLHome) in order to access this KB.

The KB is a current repository for resolved issues and common questions involving Mitel
products. If the problem persists, contact Technical Support.

NOTICE
The following certification is required to install this equipment and to receive technical support:
• MiVoice Office 250 Basic certification
• Convergence Technology Professional (CTP) certification
Technical support is provided for authorized products only.

PLANNING THE PROGRAMMING SESSION

Before programming, determine the features that meet your organization’s needs, and then
refer to the specific programs and program planning sheets. Program planning sheets and all
MiVoice Office 250 Database Programming documentation can be found on the Mitel eDocs
Web site (http://edocs.mitel.com).

PROGRAMMING WIZARDS
DB Programming includes several wizards that allow you to quickly program different parts of
the system without having to navigate to separate areas in DB Programming. Wizard details
and instructions are included in the appropriate sections.

34
 About Database Programming

The Configuration Wizard

The Configuration Wizard allows you to quickly configure a system with enough basic
information to get the system up and running. Verify the system type to make sure it matches
the system you have. If there is a difference, either the hardware is incorrect or the license type
is incorrect. See “Launching the Configuration Wizard“ on page 75 for instructions on how to
launch the wizard. For complete information about the Configuration Wizard, refer to the MiVoice
Office 250 DB Programming Help.

The Networking Wizard

The Networking wizard allows you to quickly configure IP networking or T1/E1 PRI networking
for existing or new nodes. See “Launching the Networking Wizard“ on page 115 for instructions
on how to launch the wizard. For complete information about the Networking Wizard, refer to
the MiVoice Office 250 DB Programming Help.

The Connection Wizard

The Connection Wizard is a troubleshooting tool that helps you to establish a connection to the
Base Server. If the Configuration Wizard is not displayed at startup, a new dialog listing
connection tips for the Processing Server to connect with the Base Server will display instead
of the Connection Wizard. This dialog will only be displayed when connecting to a Processing
Server in online mode that is disconnected from the Base Server.

For complete information about the Connection Wizard, refer to the MiVoice Office 250 DB
Programming Help.

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Features and Programming Guide

PROGRAMMING CHECKLIST
After all system hardware and software is installed, perform the programming in the order
discussed here.
t

Table 1: Programming Checklist

TO DO DONE
1. System management options such as passwords, database backup options, and system 
reset options. See “System Management“ on page 57.
2. System nodes. See “Private Networking and System Nodes“ on page 107. 
3. Numbering plans for all system nodes. See “Numbering Plans“ on page 139. 
a. Change the home area codes (does not apply to European systems). 
b. Set up ARS route groups, dial rules, and facility groups. 
c. Program toll restriction area flags, emergency number information, toll strings, classes 
of service, device baseline extensions, and user groups (area flags and user groups
are not applicable to European systems).
4. Trunk options for all system nodes. See “Trunks and Gateways“ on page 175. 
5. Phones and devices (including phantom devices) for all system nodes. For example, 
program phones, off-node devices, account codes, attendants, phone flags, keymaps,
message centers, Do-Not-Disturb and Reminder messages, primary attendants, system
forwarding paths, and System Speed Dial. See “Phones and Devices“ on page 377 and
“End User Features“ on page 289.
6. Groups and lists. Program extension lists, trunk groups, network groups, and hunt groups. 
See “Extension Lists and System Groups“ on page 527.
7. System and device IP settings and IP connections for system nodes. See “System and 
Device IP Settings“ on page 627.
8. SIP Peers (SIP Phones, SIP Phone Groups, Service Provider SIP Trunks, SIP Trunk 
Groups, and SIP Voice Mails) See “SIP Peers“ on page 697.
9. System settings. 
a. Program system page zones, system flags, and system timers and limits. 
b. Change any feature codes that conflict with extension numbers or that the customer 
wants to change. See “System Management“ on page 57.
10.User settings. See “Users“ on page 813. 
11.Voice processor system programming. See “Voice Processor Features and Programming“ 
on page 863.
a. Create voice processor applications such as Message Notification/Retrieval (MNR), 
Call Routing Announcements (CRAs), Record-A-Call, Schedule Time-Based
Application Routing (STAR), and so forth.
b. Create a voice mail administrator mailbox. 
c. Program other voice processor applications and settings, extension IDs, group lists, 
voice processor options, timers, custom recordings, and system information.
d. Program feature-specific voice processor settings such as VPIM Networking. 
e. Voice processor maintenance features such as Auto Reboot and Auto Scheduling 
options.
12.Subscriber mailboxes and additional feature-specific mailbox settings such as Fax-On- 
Demand and E-mail Synchronization. See “Subscriber Mailboxes“ on page 989.
13.Maintenance system options. Program call cost, freeze zones, Message Print, and SMDR 
information, if applicable. See “System Management“ on page 57.
14.Save the system database. See “Launching the Configuration Wizard“ on page 75. 

36
 About Database Programming

STARTING A DB PROGRAMMING SESSION

You must launch the System Administration & Diagnostics application to start a DB
Programming session. Refer to the Mitel System Administration & Diagnostics Guide for details.

Authentication

When launching v4.0 or later DB Programming, the system asks for a username and password
if you are not already authenticated through System Administration & Diagnostics. If the
username or password is not valid, an error message appears, and the system asks for a
username and password again. If authentication fails three times, DB Programming shuts down.

Keep the following considerations in mind:

• Launching an offline session: If the admin account password is set to the default pass-
word (itpassw), the system does not request authentication. Even if additional accounts
have been enabled or programmed, or the database was converted from an earlier version
of DB Programming, as long as the admin account password is default, you can launch an
offline DB Programming session without authentication.
• Launching an online session: The only system account enabled in a default database is
the admin account. If the admin account password is set to the default password (itpassw),
the first time you launch an online session the Change Password dialog box appears, and
you are forced to change the default password. The new password is automatically updated
in System Administration & Diagnostics so that subsequent online sessions will not prompt
for a password.
Whenever a password is changed in DB Programming during an online session, System
NOTE
Administration & Diagnostics is updated to match the new password.

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Features and Programming Guide

DB PROGRAMMING USER INTERFACE

The DB Programming user interface, Mitel DB Programming (as shown in Figure 1), allows
you to quickly move between programming options. For more information about Mitel DB
Programming elements, see page 40. You can see both the hierarchy of the database and all
the items in each programming area. When you click an element or folder in the left pane, the
contents appear in the right pane.

Beginning in Release 5.1, the DB Programming window has been updated to reflect the
following design elements:
• Windows Vista style controls
Although the DB Programming window displays using the Windows Vista style folders
view by default, you can revert back to the Classic Style. Windows Vista style controls
NOTE (such as dialogs and buttons) remain.
Some of the graphic representations in this guide are shown using the Windows Vista
style.

• Several icons updated using current standards, modern styling and standard Microsoft
images wherever possible and appropriate
• Tool bar buttons updated:
- As noted above
- The Refresh button has been removed but this option is still available in the View
menu
- The Collapse All button has been removed but this option is still available in the View
menu
- The Help button has been removed but this option is still available in the Help menu
• Navigation bars replaced with Windows 7 styling
• A drop-down list added for easier navigation to recently visited folders
• Yes/No options changed to drop-down lists
• Bread crumb trails added to directly navigate to folder in a searched path
• Unneeded animation removed from some dialogs
• Use of the newer Explorer Style Tree View using folders and arrows
If the DB Programming session is slow to respond, shut down any other programs—including
antivirus programs—that may be running. If this action does not improve response speed,
NOTE make sure the computer meets the minimum requirements. For more information about
computer requirements, refer to the Specifications chapter in the MiVoice Office 250
Installation Manual.

38
 About Database Programming

Figure 1: Mitel DB Programming

1
2
3

5
6

1 Header Shows the title of the DB Programming application. See page 40.

2 Menu bar Shows menu options. See page 40.

3 Toolbar buttons Provide navigation options. See page 42.

4 Left pane Shows Directory folders. See page 42.

5 Status bar Shows system and connection information. See page 45.

6 Right pane Displays options available for feature settings.

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Features and Programming Guide

MITEL DB PROGRAMMING ELEMENTS

The following sections describe Mitel DB Programming elements.

HEADER
The header displays the title of the DB Programming application, “<name>[(Offline)] - Mitel DB
Programming,” where:
• the <name> indicates the name of the session.
• the (Offline) appears if the session is Offline (previously known as Local).
• Mitel DB Programming is the name of the application.

MENU BAR
Menus include the File, View, Operations, Tools, Favorites, and Help menus.

FILE MENU

This menu contains the Exit option only, which ends the DB Programming session.

VIEW MENU

The View menu includes the following options:

• Toolbar: Shows or hides the toolbar at the top of the window.
• Status Bar: Shows or hides the status bar at the bottom of
the screen. The status bar shows the name of the session.
• Back and Forward: Allows you to move Back and Forward
between views. You can also use the Back and Forward
arrow buttons. See Figure 1 on page 39.
• Collapse All: Collapses all expanded folders in the left pane.
You can also use the Collapse all button. See Figure 1 on
page 39.
• Classic Style: Allows you to switch from Windows Vista folders style view to the Classic
Style view showing icons in both panes.
• Errors/Warning Window: Enables or disables the errors and warnings window that ap-
pears at the bottom of the screen.
• On-Line Monitor: Enables or disables On-Line Monitor (OLM) mode. OLM is used for
troubleshooting system problems. Use the OLM mode only when authorized by Mitel
personnel.
• System Device Info: Displays all of the system devices. The Time Division Multiplexing
(TDM) and IP devices appear at the top of the list, followed by the IP Networking resources,
and then the system non-physical devices at the bottom.

40
 About Database Programming

52xx/53xx IP phones awaiting PIN activation do not appear in the IP Device Status dialog box.
NOTE See “Using PIN Activation for 52xx/53xx Phones“ on page 387 for details about the PIN
Activation feature.

• Refresh: Refreshes the screen.

OPERATIONS MENU

The Operations menu provides several options to help manage the system, as described in
the following sections:
• Backup Operations on page 1031
• DHCP Server Options on page 640
• Error Information on page 83
• Export/Import Devices on page 116
• IP Device Status on page 629
• Software License Operations on page 69
• System Manager CA Certificate Upload on page 123
• Voice Processor Operations on page 1031
• Default Database on page 82
• Reset Call Processing Application on page 89
• Reset System on page 89

TOOLS MENU

The Tools menu includes the following options:

• Configuration Wizard: Used to configure new systems. See “Launching the Configuration
Wizard“ on page 75 for instructions on how to launch the wizard. For complete information
about the Configuration Wizard, refer to the MiVoice Office 250 DB Programming Help.
• Networking Wizard: Used to configure IP networking or T1/E1 PRI networking parameters
See “Launching the Networking Wizard“ on page 115 for instructions on how to launch the
wizard. For complete information about the Networking Wizard, refer to the MiVoice Office
250 DB Programming Help.
• Resource Reservation Tool: For detailed information about the Resource Reservation
Tool, see page 675.
• Shortcut Tool (CTRL+T): Allows you to quickly jump to a specific programming area. For
shortcut descriptions, refer to the MiVoice Office 250 DB Programming Help (press F1).

FAVORITES MENU

From the Favorites menu, you can add shortcuts to your most frequently visited folders. The
menu also has options for sorting the list and deleting entries.

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Features and Programming Guide

HELP MENU

The Help menu includes the following options:

• Help Topics: Starts online Help.
• About Mitel DB Programming: Shows Mitel DB Programming version and copyright
information.
• About Mitel Database Programming: Shows DB Programming version, DB Programming
and CS5000SessMngr executable versions, and copyright information. For option descrip-
tions and instructions, refer to Help (press F1).
• About Mitel Software License: Shows licensed features on the system. Additional soft-
ware license information is available in the Software License directory. For option
descriptions and instructions, refer to Help (press F1).
• About Mitel Software Release and Packages: Shows system software release and pack-
age information while connected in a remote-mode session. For option descriptions and
instructions, refer to the Help (press F1). Not available for offline sessions.

TOOLBAR BUTTONS
Table 2 shows Mitel DB Programming toolbar buttons.
Table 2: Toolbar Buttons
ICON NAME DESCRIPTION
Back and Move backward and forward between views. You can also use the
Forward Back or Forward options in the View menu.

Recent This drop-down list allows you to jump to any of the twenty most
recently visited folders. A maximum of 20 folders will be listed.

Up This button allows you to move up a level in the folder hierarchy. The
button is disabled if you are at the top level of a folder.
Bread Crumb These buttons allow you to access any of the folders in the current
Trail folder path. Click on any folder name to go directly to that folder.

DIRECTORIES
The following subdirectories are shown in the Directory:

Although the DB Programming window displays using the Windows Vista style folders view
by default, you can revert back to the Classic Style. Windows Vista style controls (such as
NOTE
dialogs and buttons) remain.
Some of the graphic representations in this guide are shown using the Windows Vista style.

• Maintenance Accounts: For more information about configuring system accounts, see
“Maintenance Accounts“ on page 64.
• Software License: For more information about software licensing, see “System Software
Licenses“ on page 65.
• System: The System directory features include most of the MiVoice Office 250 features
and are discussed throughout this guide.

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 About Database Programming

• Users: For more information about Users, see “Users“ on page 813.
• Voice Processor: For more information about voice processor features, see “Voice Pro-
cessor Features and Programming“ on page 863.

SYSTEM DIRECTORY

Table 3 shows System subdirectories and folders. Option shortcuts appear in parentheses. For
more information about shortcuts, see “Tools Menu“ on page 41.

Table 3: System Subdirectories and Folders

SUBDIRECTORY FOLDER
Controller (CNFG, CONF, SETU) Circuit Modules
Processor Module
Processor Expansion Card
Loop Start Ports
Single Line Ports
Digital Expansion Interfaces
Error Thresholds (T1ERR)
Conference-Related Information Meet-Me Conferencing
Devices and Feature Codes (DEV) Assistants
Extension Lists (EXTL or LIST)
Feature Codes (FEAT)
Hunt Groups (HUNT or UCD)
IP Connections (IPC)
Modems (MDM)
Network Groups (NETG)
Node IP Connection Groups (NIPCG)
Nodes (NRG or NODE)
Page Ports (PPORT)
Page Zones (PAGE)
Phantoms & Hot Desk Profiles
Phones (STN)
CO Trunk Groups (TRNK)
Node Trunk Groups (NTG)
SIP Peers
Trunks (ILIN or INDT)
Echo Profiles Voice Processor Echo Profile
Conferencing Echo Profile
E-Mail Gateway (EMAIL) --
File-Based MOH --
Flags (MISC or SYS) System-Wide Flags
Hunt Group-Related Information ACD Agent IDs (AGID)
(HRI)
IP-Related Information (IPRI) Call Configurations (IPCC)
Page 1 of 2

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Features and Programming Guide

Table 3: System Subdirectories and Folders (continued)

SUBDIRECTORY FOLDER (CONTINUED)
IP Settings (IPS) Base Server/Processing Server Connection Settings
DHCP Server Settings
Web/SSH Settings
Advanced IP Settings
NTP Server Configuration
Maintenance (MAIN) Call Cost (COST)
Freeze Zones (FRZ)
Major Reset Scheduling (MRS)
Message Print (MPP or MPRNT)
SMDR (SMDR)
Numbering Plan (NUM) Area Flags (AREA)
Classes Of Service (CLASS)
Device Baseline Extensions (DEVBE)
Dial Rules (DIAL)
Emergency (EMER)
Facility Groups (FAC)
Home Area Codes (HOME) – USA only
Route Groups (ARS)
Toll Strings (TOLL)
User Groups (USER) – USA only
Phone-Related Information (ERI) Account Codes (ACCT)
Application Profiles
Applications
Attendants (ATT)
Audio Diagnostics (ADD)
Flags (SFEA)
Key Assignments - Keyset (KAS or KEY)
Message Centers (CENT)
Messages (MESG)
Primary Attendants (PRI)
System Forwarding Paths (SFWD)
System Speed Dial (SSPD)
Reference Clock List (T1REF) --
Sockets --
System Manager (SYSM) --
Timers and Limits (TIMR) --
Trunk-Related Information (TRI) Call Routing Tables (CALL)
Loop Loss Test Settings
Music-On-Hold Profiles
SIP Gateways (SGTW)
System-Wide Fields (INTL) --
Page 2 of 2

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 About Database Programming

VOICE PROCESSOR DIRECTORY

Table 4 shows Voice Processor subdirectories and folders. Option shortcuts appear in
parentheses. For more information about shortcuts, see “Tools Menu“ on page 41.

Table 4: Voice Processor Subdirectories and Folders

SUBDIRECTORY FOLDER
Application-Related Information (AMISC or Audiotex Recordings (AUDIO or REC)
AMSC) Time Slot Groups (SLOT)
Voice Mail Information (VMI)
Auto Attendant Information (AAI)
Devices (ADEV) Applications (AAPP or APPL)
Digit Translation Nodes (DIGIT or TRANS)
Extension IDs (AEX, EXID, or EXTID)
Group Lists (AGL or GROUP)
Mailboxes (AMAIL, AMB, or MAIL)
Nodes (ANODE)
Fax-On-Demand Note: This feature is not available when the system
(FAX or AFAX) is using Unified Voice Messaging.
Mailbox-Related Information (MRI) --
Maintenance (AMAIN) --
Networking (ANET) Timers and Limits
Report Parameters (AREP) Automatic Report Generation
Manual Report Generation
Timers and Limits (TIMR) Timers and Limits
DTMF Detection Information
DTMF Generation Information
E-mail Synchronization --
Voice Processor-Wide Parameters --
(ASYS or TALK)

STATUS BAR
The status bar at the bottom of the window shows:
• the description and number of the Node being programmed.
• the type of programming session.
• the region that the system is installed. The supported regions are North America and United
Kingdom.
• the name assigned to the programming session.

It also displays status and error messages when applicable. The status bar also displays a
description if you click and hold the cursor over the menu or menu option.

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Features and Programming Guide

PROGRAMMING THE INACTIVITY TIMER

System Administration & Diagnostics and Database Programming now use the same timer for
inactivity. The timer is programmed in the Options window on the Advanced Tab in System
Administration & Diagnostics. For all versions or Database Programming, as soon as System
Administration and Diagnostics version 6.0 is installed, all Database Programming versions
(including all prior versions) will begin using the System Administration and Diagnostics timer
for inactivity.

SELECTION WIZARDS
Any list in DB Programming that you use to add or move items through the shortcut menu uses
a Selection Wizard (for example, adding members to a hunt group). The figure below shows
an example Selection Wizard.

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 About Database Programming

DB PROGRAMMING TIPS
The following sections describe general tips when using DB Programming.

VIEWING MITEL DB PROGRAMMING PANES

Remember the following when you view the left and right programming panes (see page 38):
• While programming, it is best to display the information in Details view to make the input
fields visible.
• Click the column headings to sort a list of items. To sort files in reverse order, click the
column heading once more. The tree view does not get sorted until you restart DB
Programming.
• In many programming areas, click the right mouse button to see a menu of available
commands.
• Several feature options instruct you to “click in a blank area of the right pane.” If there is
not a blank area available, you can also press CTRL+N.

CHANGING DISPLAYED INFORMATION IN THE PROGRAMMING

WINDOW
For identification purposes, you can add information to the left pane of the system folders.

To add the information:

1. Right-click the option that you want to display in the folder name, as shown below.

Right-click to add
a description to the left pane.

2. Click Add <option> To Folder Name. The option name appears in the folder name in the
left pane, as shown below. To remove the field, repeat the procedure and select the option
to remove the field. (The recommended limit is three fields.)

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Features and Programming Guide

Description
Appears Here

USING A KEYBOARD INSTEAD OF A MOUSE

You can use the keyboard to program feature options, without using a computer mouse.

Mouse Click Substitutions

The movement of the programming focus—that part of the screen where you want to make
changes—is primarily controlled by the arrow keys and by the TAB and SHIFT + TAB keys.
These keys move the programming focus right and left. The ENTER key takes the place of a
single click, and CTRL + ENTER takes the place of a double-click.
• Arrow Keys: With the selection in the left pane, navigate using the arrow keys. Placing the
selection on any item on the left pane automatically shows the contents of that item in the
right pane, whenever applicable. For example, place the selection on “System” in the left
pane and the computer displays the system contents in the right pane: Controller, Devices
and Feature Codes, Flags, and so forth. At this point, the programming focus is on the
words “System” in the left pane.
• Expand (+) and Collapse (-): If the item in the left pane is expandable (which is indicated
by a “+” sign to the left of the item), it is possible to expand it to show the contents in the
left pane, by pressing the plus (+) key on the numeric keypad. The numeric keypad must
be used for this function. Likewise, to collapse an expanded left pane list (indicated by a “-
” sign to the left of the item), press the minus (-) button on the numeric keypad.
• Tab/Shift to Change Focus Between Panes: To shift the programming focus between
panes, use TAB or SHIFT + TAB key. To select items, use CTRL + ENTER.

To practice using these keys, do the following:

a. Place the selection on System in the left pane. The System contents appear on the right.
b. To select Devices and Feature Codes for programming, press TAB. Press the down
arrow key. The selection in the right pane will move down to Devices and Feature
Codes.
c. To move from the right pane to the left pane, use SHIFT + TAB. You can use TAB
and SHIFT + TAB to move to the drop down directory path window as well. This window
gives a shortcut definition to your current programming selection and can be used to
navigate to any point above your current location using the arrow keys.

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 About Database Programming

d. At this point, your programming focus and selection is in the right pane on Devices
and Feature Codes. If you want to select the Devices and Feature Codes area in the
right pane, press CTRL + ENTER. (This is the equivalent of a double-click.) On the
right side of the screen, Devices and Feature Codes expands showing Extension Lists,
Feature Codes, Hunt Groups, etc. Notice that the programming selection has moved
back to the left pane. This is because you have selected Devices and Feature Codes,
but nothing below it. There is no selection in the right pane.
e. Now move the selection to the right pane using TAB and expand Extension Lists by
pressing CTRL + ENTER while the selection is on it. Again, the selection will automat-
ically move back to the left pane.
f. Put the selection back in the right pane, and use the arrow key to move down to Keyset
and press CTRL + ENTER again. A list of Keyset Extension Lists appears in the right
pane. Notice that the selection has again moved to the left pane. Move it back to the
right pane using TAB.
• CTRL + N to Add Items In The Right Pane: To add an item to a list, press CTRL + N, to
open the prompt that allows you to add to the list. Pressing the down arrow key selects this
prompt. Pressing ENTER (equivalent of a single click) creates a new item.
• CTRL + M to Edit An Existing Item: To edit an existing item, use the arrow keys to select
the entry, and then press CTRL + M. This opens the dialog box allowing you to explore
(open) or delete the item.
• ESC Closes Without Change: Pressing ESC tells the system that you do not want to make
a change. If a pop-up dialog box is present on the screen, it will be closed.
• Changing A Flag: Flags have two states (on/off, yes/no, and so forth). Note the following
when changing flags:
• When viewing a list of flags, press TAB to move the selection to the right pane.
• Use the down arrow key to move to the desired flag. The selection is currently on the
name of the flag, not the flag itself.
• Move the selection to the flag to change it by pressing the right arrow key. You can see
the focus of the selection move from the name of the flag to the state of the flag.
• Press ENTER (single click) and the check box for the flag appears.
• Change the status using the SPACE BAR to toggle between the choices.
• When the check box shows the desired status, press ENTER.
• Selecting From A Drop-Down List:
a. Move the programming focus to the list box, as described above for changing a flag.
b. With the programming focus on the box, press ENTER to select this area to program.
The box will “open up” and select the current Value.
c. Use the up and down arrow keys to increment or decrement the value by 1. You can
also type in a value directly.
d. When the desired value is shown, press ENTER. An example of a drop-down list is
the Controller programming folder.

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Features and Programming Guide

Table 5 shows keystroke assignments.

Table 5: Keystrokes for Navigating without a Mouse

KEY ACTION
TAB Moves the selection between left and right pane or between lists (immediately
SHIFT + TAB below Menu Bar) and the left pane.
ALT + TAB Switches between open programs in Windows.
Left or Right Arrow Moves programming focus to left or right.
Up or Down Arrow Moves programming focus up or down. Scrolls up or down in lists.
SPACE BAR Changes status of a flag when the flag is selected for programming.
ENTER Equivalent to a single click. Also used to accept a selected item in lists.
CTRL + N Opens “Create” or “Add” dialog boxes.
CTRL + ENTER Equivalent to a double-click.
ESC When programming an item, it restores the original value (no change made)
and removes focus from that item. If a list is open, it closes the list with no
change.

FILTERING LISTS OF DEVICES

You can filter a list of devices when you add to a list (for example, adding to a list of members
of hunt groups, adding to a list of phones with a particular class of service, adding to a list of
audiotex recordings, and so forth). The figure below shows the “Add to Members List” dialog box.

To filter a list:
1. From the Add to <list type> dialog box, select the list type from the 1. Select Types to
Include list.
2. Do one of the following:

Click Next to show a list of all devices of the types selected.

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 About Database Programming

In the 2. Pick Filtering Option area, select Use Filter to view filtering options. The following
dialog box appears.

3. Select the filtering options from the 3. Specify a Filter and Available fields boxes. See “Using
SQL Statements to Filter Lists“ on page 51 for information about using Structured Query
Language (SQL) commands.

USING SQL STATEMENTS TO FILTER LISTS

To use the filtering option, a filter statement must appear in the “Specify A Filter” box. The
statement must be presented in SQL format. Table 6 shows SQL statement operators.
Table 6: SQL Operators
< Less than
<= Less than or equal to (order of symbols must be correct)
= Equal to
>= Greater than or equal to (order of symbols must be correct)
> Greater than
BETWEEN A value that is greater than or equal to a specified lesser value and less than or equal to
a specified greater value. For example 3, 4, 5 and 6 are BETWEEN 3 and 6.
NOT Negates a statement.
IN Same as OR
AND Boolean operation indicating that two statements must both be true
OR Boolean operation indicating that either of two statements must be true
? Wildcard character for a single character
* Wildcard character for any number of characters
LIKE Used for equalities that are not exact matches. For examples, see the text.

The Available Fields box (see step 2 on page 50) lists the available SQL fields. Double-click a
field to move it to the Specify a Filter box.

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Features and Programming Guide

The “extension” field to be searched is in square brackets. The value to be matched in that field
(the number 1234), is placed in quotes. The spaces on either side of the equal sign are not
required but help make the statement easier to read.

You combine SQL commands and Available Fields to construct a SQL expression. For example,
assume that you want to specify extension number 1234. The SQL expression to do this is:
[extension] = “1234.”

To place this expression into the Specify a Filter box:

1. Do one of the following:
• Place the cursor in the box and type the expression.
• Place the cursor into the Specify a Filter box, and then point at and double-click the
desired field in the Available Fields box. The field appears at the cursor location in the
filter specification box.
2. Type the remainder of the expression. If you press Next, the system presents a new box
showing any phone with an extension of 1234. Remember that the device selected (phone)
was specified in the Select Types To Include box.

You can use the equal (=) and less than (<) or greater than (>) commands to widen a search.
For example, assume a database consists of eight phones with the extension numbers 1001
through 1008. To narrow the list, use the commands in Table 7.

Table 7: Examples of SQL Statements

SQL STATEMENT RESULTING LIST
[extension] < “1005” 1001, 1002, 1003, 1004
[extension] <= “1005” 1001, 1002, 1003, 1004, 1005
[extension] = “1005” 1005
[extension] > “1005” 1006, 1007, 1008
[extension] >= “1005” 1005, 1006, 1007, 1008

You can also use Boolean operators. Table 8 assumes the same database of eight phones.

Table 8: Examples of Boolean Operators for Searching the Database

SQL STATEMENT RESULTING LIST
[extension] = “1005” OR [extension] = “1006” 1005, 1006
[extension] = “1005” AND [extension] = “1006” Nothing found
[extension] NOT BETWEEN “1005” AND “1007” 1001, 1002, 1003, 1004, 1008
[extension] BETWEEN “1005” AND “1008” 1005, 1006, 1007, 1008
[extension] >= “1005” AND [extension] <= “1008” 1005, 1006, 1007, 1008

Notice how the last two expressions return the same result. You can use either the < and >
symbols or you can use the Boolean expression BETWEEN for the same things.

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 About Database Programming

The second expression returned nothing, even though it seems like it should have returned
1005 and 1006. The reason it returned nothing is because that expression requests a list of
phones that have the extension number 1005 and the extension number 1006. To satisfy this
expression, both numbers would have to be assigned to the same phone. This is not allowed
by DB Programming. The correct expression would be to use the operator “OR,” which would
request a list of phones having the extension 1005 or the extension 1006.

Some of the fields do not require quotes around the values. These values are considered to
be numbers, not string expressions. String expressions, such as extension numbers and user
names must always be in quotes. Numeric expressions, such as node and port numbers, should
not be placed in quotes. Table 5-31 specifies the type of each field.

Table 9: Types of Fields Requiring Quotation Marks for a Search

FIELD TYPE REQUIRES QUOTES?
[circuit] Number No

[description] String Yes

[extension] String Yes

[node_number] Number No

[port] Number No

[slot_number] Number No

[username] String Yes

If you forget which type it is, an error message alerts you that you have a “Data type mismatch,”
and you must return to the statement and enter it correctly.

USING SQL WILDCARD CHARACTERS

Wildcard characters that can be used for filtering are:

• Asterisk (*), which means any character or characters are accepted.
• Question mark (?), which is used to indicate a match of a single character.

Because filtering uses statements consisting of letters as well as numbers, the equal sign means
that an exact match must be present. Therefore, the expression <username> = “FRED*” only
returns a user name that has the letters F, R, E, D, and an asterisk; that is, an actual asterisk
as the fifth character of the username. It would not return “FREDDY” or “FRED SMITH.” To
use the wildcard, the SQL statement must tell the search engine to locate something that does
not exactly equal the search string specified in the quotes. To do this, use the SQL command
“LIKE.”

The expression <username> LIKE “FRED*” returns user names of “FRED,” “FREDDY,” “FRED
SMITH” or any other username that starts with the letters F, R, E, D.

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Features and Programming Guide

Similarly, the question mark is used to indicate only a single character space is a wildcard.
Table 10 shows some additional examples.
Table 10: SQL Statements and Search Results
SQL STATEMENT SEARCH RESULT
[username] = “FRED?” FRED?
[username] LIKE “FRED?” FRED plus any single character
[username] LIKE “FRED*” FRED followed by any or no additional characters
[username] LIKE “FRED??” FRED followed by any two characters
[username] LIKE “FRED?*” FRED plus at least one more character
[username] > “b” Any username except those beginning with the letter A
[username] < “a” Any username that would appear before those beginning with the letter
A, (for example, blanks)
[extension] LIKE “12??” Extensions in the range 1200 through 1299 inclusive

COMBINING SQL COMMANDS

You can combine search patterns using the Boolean operators previously discussed, as shown
in Table 11.
Table 11: Combined SQL Statements and Search Results
SQL STATEMENT SEARCH RESULT
[username] = “FRED” AND [extension] = “1234” Only 1234 with a username of FRED
[username] = “FRED” OR [username] = Any phone with a username FRED or WILMA
“WILMA”
[username] = “FRED” OR [extension] = “1234” Extension 1234 as well as any with FRED as the
username
[extension] LIKE “12*” AND [username] LIKE Extensions beginning with the digits 1 and 2 that
“F*” have usernames beginning with the letter F
[extension] < “1234” AND [username] = “FRED” Extensions with a number lower than 1234 that also
have a username of FRED
[bay_number] = 1 AND [extension] >= “1000” Phones on module number 1 having extension
numbers 1000 and higher

USING THE CLEAR FILTER, SAVE FILTER, AND LOAD FILTER COMMANDS

Three command buttons appear below the Specify A Filter box:

• Clear Filter: Removes the entire entry in the Specify A Filter box.
• Save Filter: Saves the filter for future use. There may be instances where you have a
complex, or a commonly-used search that you want to use over again. When you have a
search statement that you want to keep for future use, save it for later retrieval. To do this,
select Save Filter when the search statement is in the Specify A Filter box. A dialog box
appears prompting you to specify a location and file name. The file is saved in that location
with an “FLT” extension.
• Load Filter: Finds a previously saved search string and restore it to the Specify A Filter box.

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 About Database Programming

DATABASE UTILITIES
MiVoice Office 250 utilities are incorporated into the System Administration & Diagnostics
application. For information about how to launch the following utilities, refer to the System
Administration & Diagnostics Guide, part number 550.8125:
• Database Converter Utility
• MOH Converter Utility
• DB Test and Repair Utility
• Upload Utility

Note that the Diagnostics Monitor utility is no longer available or needed in v4.0 or later DB
Programming, as its functionality is incorporated into the System Administration & Diagnostics
application. For complete information about utilities, refer to the appropriate utility Help.

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Features and Programming Guide

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Chapter 3
SYSTEM MANAGEMENT
Features and Programming Guide

INTRODUCTION
This chapter describes features that you can use to manage and maintain your MiVoice Office
250. System management options include:
• Security Enhancements on page 59
• Maintenance Accounts on page 64
• System Software Licenses on page 65
• Backup Operations on page 76
• Launching the Configuration Wizard on page 75
• Backing Up the Database on page 80
• System Error Information on page 83
• System Maintenance Options on page 84
• System Resets on page 89
• on page 105

NOTICE
System Performance. Perform the following system management options after hours, when
system usage is at a minimum.
• Imports (with a large database, especially with off-node devices). For example, performance can
also be affected when other nodes export to the local node.
• DB backup saves (with a large database, especially with off-node devices).
• Paging to a large number of phones.
• All-ring hunt groups to a large number of phones.
• Abusive/intention actions (user runs a “die macro” on their phone).
• Change extension logic (DB Programming performs a batch modify/delete extension (the larger
the database, the slower the action).

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SECURITY ENHANCEMENTS
The v4.0 and later software release includes a number of security enhancements related to
system accounts, passwords, password policies, encrypted connections, security key strength,
certificate management, and Secure Socket Layer (SSL) usage. See the following sections for
details.

SSL ENHANCEMENTS
Security improvements for SSL connections (Webserver, SSH) are used on the system.

SYSTEM ACCOUNTS
Beginning with 5000 Release 6.0, System Accounts has been renamed Maintenance Accounts.
This folder shows only the Administrator and Support accounts for Database Programming.
No other accounts are listed in this folder. User accounts that have been given administrative-
related access privileges will have an Administrator-Related Information folder in their
respective Users folder.

The support account is disabled by default, and it can only be enabled by an admin account
user (for example, when a system administrator requests technical assistance from Mitel
Technical Support). This feature gives the system’s designated administrator(s) control over
who can log on to the system. See page 64 for details.

PASSWORDS AND PASSWORD POLICIES

The default password for both the admin and support accounts described above is “itpassw”,
but it must be changed during the first logon attempt, as described later in this section.

The DB Programming “System Accounts” folder (previously called the “Passwords” folder) that
allows different levels of DB Programming access now requires a user name and password
pair instead of just a password.

There are six password policies applicable to the system:

• Policy 1: All default passwords for “admin” MUST be changed on first log on.
• Policy 2: The default password for “support” MUST be changed when the admin enables
it for the first time.
• Policy 3: New passwords MUST be different from the default password.
• Policy 4: The minimum password length allowed is 6.
• Policy 5: The password MUST contain at least one uppercase character, one number, and
one special character.
• Policy 6: The minimum password length MUST be X, where X is configurable with a range
of 6 to 24.

The first four policies are mandatory and will be applied by the system on every connection.
Policies five and six are configurable by the administrator.

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Features and Programming Guide

Changing Passwords

When the System Administration & Diagnostics application connects to a MiVoice Office 250
for the first time using the default “admin/itpassw” credentials, the system prompts the
administrator to change the password for the admin account. (The new password is stored in
System Administration & Diagnostics so that subsequent online sessions will not prompt for a
password.) Likewise, when the support account is enabled for the first time, the administrator
is prompted to change the password for this account.

After restoring a database to a system, the username and password stored in System
Administration & Diagnostics may need to be changed to match username and password in
the restored database in order to successfully connect to the system.

If the system is configured with a Processing Server (PS-1), all password changes must be
NOTE synced up between the Base Server and the PS-1. Passwords cannot be changed if the Base
Server and the PS-1 are not connected.

ENCRYPTED CONNECTIONS
With v4.0 or later software, the following applications use an encrypted connection for inbound
communication with the MiVoice Office 250:
• System Administration & Diagnostics Tools/Utilities: server TCP port 44000 and 443
(configurable)
• Database Programming: server TCP port 44000 (configurable)
• Web Browsers: server TCP port 443 (configurable)

These applications use either SSLv3 or TLSv1 for the encrypted channel.

Users of these applications will now receive certificate notifications as the client application
attempts to verify the identity of the connected device.

INCREASED SECURITY KEY STRENGTH

All public and private keys generated by or for the system use the PKCS #1: RSA Cryptography
Standard (an implementation of Public-Key Cryptography Standards based on the RSA
Laboratories algorithm) and are at least 1024 bits in length.

SSL CERTIFICATE
The system uses the Internet X.509 Public Key Infrastructure (PKI) Certificate Management
Protocols for all relevant aspects of certificate creation and management.

Since Release 6.3, it is possible to upload Customer’s own Certificate in Administration Web
Portal (AWP).

You can generate a Certificate Signing Request (CSR) and then upload/import a Customer’s
own Certificate.

When using the Administrator Web Portal during a new installation, the certificate for the Web
Page displays There is a problem with this website's security certificate.

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 System Management

To alleviate this, one of the following two methods can be used.

1. Install the Self-Signed Certificate from the MiVoice Office 250 to the Trusted Store on the
browser’s PC.
2. Generate a CSR, obtain a Certificate from a Trusted Authority, and load that to the MiVoice
Office 250.
Figure 5: SSL Certificate Improvements

The Generate Certificate Signing Request and Upload SSL Certificate links are used to
create a CSR and upload the Customer’s own Certificate to the system.
Figure 6: Generating a Certificate Signing Request

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Features and Programming Guide

Figure 7: Uploading an SSL Certificate

The Download SSL Certificate link allows use of the Certificate on other systems.

Figure 8: Downloading an SSL Certificate

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TROUBLESHOOTING
In the case when authority SSL certificate is uploaded before upgrade the system.
SCENARIO CAUSE RESOLUTION
A warning appears on the AWP Authority SSL certificate has been Upload authority SSL certificate.
page stating the site is not lost during system upgrade.
secure, after system upgrade.

Do not select Generate Certificate Signing Request (CSR) if you already have the
IMPORTANT authority SSL certificate, which has been lost during upgrade process. Generating CSR
leads to the authority SSL certificate becoming invalid.

SSL PORT USAGE

Instead of port 4000 (a non-SSL port), these applications use port 44000 (an SSL port):
• System Administration & Diagnostics
• DB Programming
• Message Print
• System Monitor
• SMDR application built into System Administration & Diagnostics

System and desktop OAI applications and System Manager continue to use port 4000. An
attempt to connect via SSL on a non-SSL port (4000 by default) will result in connection failure.
Likewise, an attempt to connect without SSL on an SSL port (44000 by default) will result in
connection failure.

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MAINTENANCE ACCOUNTS
Beginning with 5000 Release 6.0, System Accounts has been renamed Maintenance Accounts.
This folder shows only the Administrator and Support accounts for Database Programming.
No other accounts are listed in this folder. User accounts that have been given administrative-
related access privileges will have an Administrator-Related Information folder in their
respective Users folder.

A User’s access can be changed by opening the Users folder and right-clicking on the user
and selecting Edit User. The User Creation Wizard dispalys to allow any changes for the user.

The following account types are available in DB Programming:

• Administrator (username = admin): Intended to be used by system administrators and
field technicians. This account has all of the functionality to program and maintain DB
Programming. The admin account user can edit the admin account password in the Main-
tenance Accounts folder, and also can add or remove other accounts, enable/disable the
support account, edit descriptions and access rights, and edit other account passwords.
This is the only system account enabled in a default database. The default password is set
to itpassw.
• Support (username = support): Intended to be used by Mitel technical support personnel.
The support account is disabled by default, but when it is enabled, it has nearly all of the
functionality of the admin account. The only limitation the support account has is that the
support account user can edit only the support account password in the Maintenance
Accounts folder. The support account user cannot change access rights or make changes
to the admin or other accounts. The purpose of the support account is to give temporary
system access to technical support personnel without having to share the admin password.
The admin account user can enable the support account with a temporary password and
disable the support account when finished. The default password is set to itpassw. This
account must be enabled prior to getting any assistance from Mitel Technical Support.

The password can be edited for both accounts, and support accounts can be enabled/disabled.

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SYSTEM SOFTWARE LICENSES

Once connected to DB Programming for the first time, you must upload the software license.
If you do not upload the software license, the system considers the license as “invalid” and
issues Alarm 125.

For a complete list of alarm messages, refer to the Message Print Diagnostics Manual, part
no. 550.8018.

With regard to the security device and SSL:

• The serial number is stored on a serialized compact flash-type card or a USB security
key. The license must match the serial number on this security device or the upload
will fail. If for any reason you need to replace the security device, make sure you
IMPORTANT upload the latest license file before replacing the device. Attempting to upload a
license file after changing the security device results in an error and the system will
not function.
• If the security device is not installed when the system reboots, the software license
will need to be uploaded.

This section contains the following information:

• Obtaining a Software License below
• Viewing Software Licenses below
• About Mitel Software License on page 69
• Uploading Software License on page 69
• Comparing or Uploading a Software License on page 70
• Changing Records on page 71
• Changing Licenses on page 71
• Downgrading Licenses on page 72
• Troubleshooting Licensing Issues on page 72

OBTAINING A SOFTWARE LICENSE

In general, the site should already have a software license available. If necessary, however,
you can “build” a license to meet the customer’s needs. All licensing is handled through the
Application Management Center (AMC). For information on the AMC, refer to the Help or other
documentation available at

For information obtaining software licenses, refer to the AMC Help or the Mitel Web site (http:/
/edocs.mitel.com).

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Features and Programming Guide

VIEWING SOFTWARE LICENSES

You can view the software licenses and values currently uploaded to the system, including
features common to all licenses. Software licenses are read-only.

To view software licenses:

Select Software License. Software licenses are shown in the right pane.

The detailed information about software license features is shown in Table 12. The values
shown are for offline mode. In online mode, the values match the software license that is loaded.
If there is no license loaded or the current license on the system is invalid, the fields display
with a red “X.”

You can create as many IP phones as the system can support (up to 250). Call Processing
uses the various Phone licenses to determine which phones come online. Note that licensing
is per online phone, not per phone usage.

Beginning with the v5.0 software release, Primary Rate Interface (PRI) capability no longer
requires a premium feature license. All enabled ports on the Single and Dual-Port T1/E1/PRI
Modules (T1M and T1M-2) may be configured for the PRI protocol without additional charge.
(Note that a license is still required to enable the second port on a T1M-2).

NOTICE
You must upgrade system software before loading the license.

Table 12: Software License Descriptions

FIELD DESCRIPTION
System Type Displays the system type, MiVoice Office 250.
ACD Hunt Group Indicates whether or not the ACD Hunt Groups software license is uploaded to
the system.
Additional T1/E1/PRI Ports Indicates how many additional Dual T1/E1/PRI port licenses are uploaded to the
system.
Agent Help Indicates whether or not the Agent Help software license is uploaded to the
system.
Analog Voice Mail Hunt Group Indicates whether or not the Analog Voice Mail Hunt Group software license is
uploaded to the system.
Category A Phones Indicates how many Category A phone licenses are uploaded to the system.
Category A license includes the following phones:
• Mitel 8600, 8622, 8662, and 8690 phones that are in ITP (Inter-Tel Protocol)
mode
• OAISYS Net Phone (third-party SIP phone)
Category B Phones Indicates how many Category B phone (Mitel 8602 IP softphone) licenses are
uploaded to the system.
Page 1 of 3

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Table 12: Software License Descriptions (continued)

FIELD DESCRIPTION
Category C Phones Indicates how many Category C phone licenses are uploaded to the system.
Category C license includes the following phones:
• Mitel 8600, 8622, 8662, and 8690 phones that are in SIP mode
• Mitel 8660 phone
• IP Single Line Adapter (SLA)
• Mitel 8664, 8665, and 8668 phones
• Mitel 8601 SoftPhone for Pocket PC
• Cisco® 7960 SIP Phone (third-party SIP phone)
Category D Phones Indicates how many Category D phone (52xx\53xx phone) licenses are
uploaded to the system.
Category E Phones1 Indicates how many Category E phone (digital telephone) licenses are uploaded
to the system.
Category F Phones Indicates how many Category F phone licenses are uploaded to the system.
Category F license includes the following SIP phones:
• Mitel Unified Communicator (UC) Express SIP Softphone
• Mitel 5610 Cordless Handset and IP DECT (Digital Enhanced Cordless
Telecommunications) Stand
• Mitel 5603/5604/5607/5613/5614
• Mitel UCA SIP softphone
• Mitel 5624
• Mitel 6900
Desktop Interface Indicates whether or not the Desktop Interface software license is uploaded to
the system.
Dynamic Extension Express Indicates whether the Dynamic Extension Express software license is uploaded
to the system. For more information about Dynamic Extension Express, see
“Dynamic Extension Express“ on page 835.
File-Based MOH Sources Determines how many File-Based MOH sources can be used on the system.
Hot Desking Indicates whether the Hot Desking software license is uploaded to the system.
IP Gateway Trunks Indicates how many IP gateway trunk licenses are uploaded to the system. If
you are upgrading your system, your current IP Gateway Trunk licenses will
convert to the SIP Trunks license.
IP Networking Indicates how many IP networking trunk licenses are uploaded to the system.
Meet-Me Conferencing Indicates whether the Meet-Me Conferencing software license is uploaded to
the system.
Remote Automatic Call Indicates whether or not the Remote Automatic Call Distribution Hunt Groups
Distribution Hunt Groups software license is uploaded to the system.
SIP Trunks Indicates how many SIP trunk licenses are uploaded to the system. If you are
upgrading your system, your current IP Gateway Trunk licenses will convert to
the SIP Trunks license.
SIP Voice Mail Ports Determines how many SIP peer voice mail ports can be used on the system.
System OAI Events Indicates whether or not the System OAI Events software license is uploaded to
the system.
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Table 12: Software License Descriptions (continued)

FIELD DESCRIPTION
System OAI Third Party Call Indicates whether or not the System OAI Third Party Call Control software
Control license is uploaded to the system.
Virtualized PS-1 Support Indicates if a Virtualized PS-1 license is installed on the system.
Voice Processor Messaging Indicates whether or not the Voice Processor Messaging Networking software
Networking license is uploaded to the system.
Unified Voice Messaging Indicates how many Unified Voice Messaging port licensed are uploaded to the
Ports system.
Prior to v5.0, the embedded Unified Voice Messaging application (previously
called Basic Voice Mail) was limited to a maximum of 16 voice mail ports. With
v5.0 or later, UVM can be licensed for up to 24 or 32 voice mail ports. The
original CS Controller Base Server supports up to 24 ports. The HX Base Server
and PS-1 equipped platforms support up to 32 ports.
Unified Voice Messaging Indicates whether the UVM Blackberry Integration software license is uploaded
Blackberry® Integration to the system.
Unified Voice Messaging E- Indicates whether the UVM E-Mail Synchronization software license is uploaded
mail Synchronization to the system.
User Web Portal Indicates whether the User Web Portal license is uploaded to the system.
Page 3 of 3
1. Digital Expansion Interface #1-4 licenses, if present, correlate to 48 digital telephone licenses upon conversion.

The MiVoice Office 250 requires a version-specific license. You can install and run DB
Programming, but you are prompted to upload the license file. For information about uploading
a software license and for a list of features that require licenses, see “Uploading Software
License“ on page 69.

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ABOUT MITEL SOFTWARE LICENSE

The About Mitel Software License dialog box shows current licenses allocated for your system,
as shown in Figure 9. For more information about this dialog box, refer to the MiVoice Office
250 DB Programming Help.
Figure 9: About Mitel Software Licenses

UPLOADING SOFTWARE LICENSE

With the v3.2 or later software release, the system supports licensing through a serialized
compact flash-type card rather than through a USB key. (This applies only to systems not
equipped with a PS-1. Systems with a PS-1 must still use a USB key for licensing.)

All features currently licensable using a USB key can be made available for licensing using a
compact flash-type card. The license file from the AMC can be associated with either medium–
but not both concurrently. For details, refer to the Product Description chapter in the MiVoice
Office 250 Installation and Adminstration Manual.

To upload a software license:

1. From the DB Programming menu bar, select Operations – Software License Operations –
Upload Software License.
2. Enter the path and name of the license file (.isl) or click Browse to search for the file.
3. Click Start. The system compares the new software license to the existing license, if
applicable.
If you click Start before selecting a license (.isl), a message displays, informing you that
NOTE
you have not identified a file name.

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4. Click Finish at the Compare Software License screen. If you upload a software license
that does not support your current programming, a warning message appears.

COMPARING OR UPLOADING A SOFTWARE LICENSE

When you upload a software license, the system checks the Unified Voice Messaging (UVM)
ports available in the new license and the current resources allocated to UVM. If the current
resources allocated exceed the number of licensed UVM ports, you are prompted to change
the resource allocation.

If you click Yes, the view is changed to the System – Controller – IP Settings – IP Resource
Allocation folder so you can change the IP resources allocated to UVM.

If you click No, you return to the folder you were viewing, prior to the software license upload,
and the upload is canceled.

You must license additional UVM ports. If you downgrade a license to support fewer UVM ports,
DB Programming performs a check on the Time Slot Groups (see “Time Slot Groups“ on
page 896). If the Time Slot Groups currently have a Maximum Channel Allocation greater than
the new license supports, a warning message appears, preventing you from uploading the
license. You are prompted to go to the Time Slot Groups folder and change the Maximum
Channel Allocation fields to a value that is supported in the new license. If you do not go to the
Time Slot Groups or you click Cancel, you are returned to DB Programming and the new license
is not loaded.

UVM ports, IP Phone Categories, and Node Capacity are displayed in the Compare License
dialog box.

When a new license is loaded, the dialog box showing the comparison between the old license
and the new license shows the License Type. The available license types are:
• USB (for the old software keys)
• Compact Flash (for the new way of storing a license)
• Unknown (for old licenses that did not have this field)

The following illustration shows an example of the Compare Software License dialog box that
appears during the software license upload process.

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SYSTEM MANAGER CA CERTIFICATE UPLOAD

If a node will connect to System Manager, you must upload the Certification Authority (CA)
certificate. The certificate allows the node to use Secure Socket Layer (SSL) for a secure
connection.

NOTE You cannot upload the CA certificate while in local mode.

To upload the CA certificate:

1. From the DB Programming menu bar, select Operations – System Manager CA Certifi-
cate Upload.
2. When prompted, click Browse and locate the CA certificate (usually at C:\Program
Files\Mitel\System Manager\CA). Certificates have a .cer extension.

3. Click Start. The CA certificate is uploaded.

For details about using System Manager, refer to the System Manager Installation Manual.

CHANGING RECORDS
If problems occur with the security device, you may have to change a record from one system
to another. See Table 14, “Invalid License Upload Errors,” on page 73 for a list of error
messages.

For information on changing records, refer to the Application Management Center (http://
www.ebiz.mitel.com/amclogin.jsp).

CHANGING LICENSES
If necessary, you can upload a new license that provides a different set of features. If the new
license, however, supports new capacities, you must make sure that you have the appropriate
hardware installed.

To change a license, obtain a new license, as described on page 65, then upload the license.
The system compares the new license to the existing license.

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Features and Programming Guide

In this screen, the areas of the license that are changing are selected. The status line indicates
whether the system requires a reset once the license is uploaded. After you have verified you
want to upload the new license, click Finish. The new software license is loaded, and the old
software license is stored on the system. The system may require a reset.

DOWNGRADING LICENSES
Mitel strongly recommends against downgrading a software license.

Uploading a software license where the number of licenses is different than the current license
count. Before accepting the new software license, DB Programming displays where the license
field in question is different than the existing license field and warns that the system will reset.

When uploading a new software license, upload the latest generated .isl license file to ensure
that the software license does not downgrade.

If a system has continuous license key failures, Alarm 132 is posted on all administrator phones.
After the system successfully recognizes the license key, upon the next reset, the system checks
for a valid software license.

If the license key is functional but the system does not have a software license, the system
posts alarm 125 every 5 minutes, then resets after 4 hours.

TROUBLESHOOTING LICENSING ISSUES

Table 13 summarizes troubleshooting strategies recommended for resolving licensing
discrepancies.

Table 13: Licensing Troubleshooting Tips

Symptom Possible Cause Possible Solution

The system resets due to a The user has uploaded a Mitel recommends not
“Major Reset Due To an IP software license that causes the downgrading a software license.
Phone Licensing Error.” number of online Advanced IP Before committing the new
phones to exceed the number of license, a message pop-up in DB
licensed Advanced IP phones. Programming indicates that the
system will reset if the new
license is installed.
Alarm 127 appears on the An IP phone cannot come online The customer needs to upload a
administrator phone display and because the appropriate license license to support the phone
on the Base Server LCD display. is not available. model type.

Invalid License Upload

A software license is created for a specific system type, so if you attempt to load a software
license that does not match the system type, an error message displays. If you attempt to load
an invalid license, the following error message appears. This event may occur when using the
Upload Software License feature, which is accessed by selecting Operations and then Software
License Operations in DB Programming.

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If the license is invalid, an error message is displayed, indicating why the upload failed. A license
may be considered invalid for a variety of reasons, as described in Table 5-2.

Table 14: Invalid License Upload Errors

Error Message Possible Cause Corrective Action

Corrupted Software License. The software license is Connect to the Mitel Applications
Unable to load Software corrupted. Management Center (AMC) and
License. download the file again. If this error
occurs again, contact the Software
Maintenance Center.
Note that when using the virtual PS-1, a
“Security key is either invalid or missing”
error may appear if the USB device is not
mapped to the correct virtual server. See
the MiVoice Office 250 Installation and
Adminstration Manualfor details.
The specified Software The serial number on the Load a license that has the correct serial
License is not valid for this does not match the number number.
specific CPU. Unable to load in the license.
Software License.
The specified Software The software license is no Load (or request) a new Software
License has expired. Unable longer valid or has expired. License.
to load Software License.
Too many devices equipped. The current database is Either use local mode to unequip some
Unable to load software programmed for more devices or upgrade the capacity limit on
license. devices than the software the license.
license allows.
Software License version is The license you have Either install the correct version of
not supported. Unable to attempted to load is for a system software or upload a software
load Software License. different version of system license that specifies the correct system
software. version.
Software License is already A valid software license is If the software license you are attempting
loaded. Unable to load already loaded on the to load is the correct license, start a new
Software License. system. DB Programming session with a default
database. Then upload the software
license before restoring the database.
Software License is not valid The CPU type identified in Upload a license that identifies the
for the current CPU type. the software license does installed CPU type.
not match the CPU type
detected in the system.

Page 1 of 2

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Table 14: Invalid License Upload Errors (continued)

Error Message Possible Cause Corrective Action

Security key is either invalid The software license serial Make sure the security key is present and
or missing. number does not match the properly seated in the USB port. If the key
serial number on the is present, make sure the license reflects
security key, or the security the correct serial number. If necessary,
key is not present on the transfer the license to the correct serial
server. number (see page 71).
The specified Software The software license Either install the correct system version
License is not valid for this product version does not or upgrade the license to reflect the
software version. Unable to match the version installed correct system version.
load Software License. on the system.
The specified Software An unidentified error Contact the Software Maintenance
License encountered an occurred. Center.
unknown upload error.
Unable to load Software
License.

Page 2 of 2

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LAUNCHING THE CONFIGURATION WIZARD

The Configuration Wizard allows you to quickly configure a system with enough basic
information to get the system up and running. Verify the system type to make sure it matches
the system you have. If there is a difference, either the hardware is incorrect or the license type
is incorrect.

The Configuration Wizard opens when Database Programming is started for a default system.

A Show this wizard at DB Programming startup check box on the main welcome page allows
you to have the Configuration Wizard start whenever Database Programming starts up.

You can program the following settings using the Configuration Wizard:
• IP Settings
• Email Gateway Configuration
• Date and Time Settings
• Controller Expansion Module Installation for the following modules:
- Digital Expansion Interface Module
- Voice Processor
• Users/IP Phones (a Create User wizard appears when creating a user)

For complete information about the Configuration Wizard, refer to the MiVoice Office 250 DB
Programming Help.

To start the Configuration Wizard:

In addition to having the Configuration Wizard starting when opening Database Programming,
from the DB Programming menu bar, select Tools, and then select Configuration Wizard.
The Configuration Wizard Welcome screen appears.

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BACKUP OPERATIONS
Backup operations now include the ability to to perform a bundled save where all available
system data (Voice, HTML Applications, and File-based Music on Hold files) will be retreived
from the system and saved in a backup file at a specified location.

Beginning in Release 6.0, the Database Operations menu was renamed Backup Operations.
Backup save and restore options are available under the OperationsBackup Operations
menu.

After the System and Voice Processor databases have been programmed for the first time,
perform a database save. Store this database in a safe place so it can be used should the
current the database become corrupted and must be re-entered. This saved database can be
used as a starting point for the re-entry. In addition, keep a current copy of the database that
you can update every time you make changes.

SAVE BACKUP
Four options are provided when saving a backup.

Performing a Save or Restore operation will cause the system to slow down. If at all
IMPORTANT possible, these operations should not be performed during normal business hours
when the system is being used to place and receive calls.

To save a database backup:

1. Go to OperationsBackup OperationsSave Backup. . ..
The Save Backup window displays.
2. In the I want to save drop-down list, select from one of the following options:
• Database to a PC: This is the selected default option. Only the system database, not
any system data, will be saved to the backup file as in pre-6.0 database saves.
• Database to a PC and voice data elsewhere: The database is saved in the backup
folder in a backup file. The Voice Data is saved at an alternate location (USB thumb
drive on the system). See “Saving and Restoring Voice Processing Databases“ on
page 1031 for more details.
• Database to the system: This option will save the CP database on the system for
recovery following a CP reset.
• Everything to a PC: This option will perform a bundled save operation where all
available system data (Voice, HTML Apps, FB-MOH Files) will be retrieved from the
system and saved in the backup file at the specified location.

Database Programming will use the Web Listening Port defined in the System
NOTE Connection to save the additional data. If the Web Listening Port is not open, a
warning message dispalys.

3. In the Save to filed, enter the location to where the backup will be saved, or click the ellipses
at the end of the field and navigate to the location.
4. Select the Encrypt data check-box to encrypt the backup.

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 System Management

5. Click Start.

The "Backup Summary" will list what will be restored once selections are made.

RESTORE BACKUP
This option is located under OperationsBackup Operations. As part of the bundled save/
restore feature, Restore Backup will perform a bundled restore operation of all available system
data (Voice, HTML, Applications, and File-Based Music on Hold files) from the backup file at
a specified location.

Consider the following technical consequences when using a modem connection:

1. Possible Database Corruption. Poor line quality may cause data transmission
problems when the modem connection exceeds 19200 baud. For this reason, Mitel
recommends not using the modem to restore the database. If you attempt a restore
NOTE using the modem, the database may become corrupt.
2. Possible Modem Reconfiguration. If the Database Restore feature is used
during a remote programming session, all calls are disconnected except the
modem connection. Before restoring the database, make sure the modem
connection will not be reconfigured during the restoration.

Performing a Save or Restore operation will cause the system to slow down. If at all
IMPORTANT possible, these operations should not be performed during normal business hours
when the system is being used to place and receive calls.

To restore a database backup:

1. Go to OperationsBackup OperationsRestore Backup. . ..
The Restore Backup window displays.
2. In the I want to restore drop-down list, select from one of the following options:
• Database from a PC: This is the selected default option. Only the system database,
not any system data, will be restored from the backup file as was done in releases prior
to 6.0.
• Database from a PC and voice data elsewhere: Select this option if Voice Data is
saved at an alternate location (such as a USB thumb drive). Enter the voice data
information separately. Only the system database is restored from the backup file and
not any system data. See “Saving and Restoring Voice Processing Databases“ on
page 1031 for additional details.
• Everything from a PC: This option will perform a bundled restore operation where all
available system data (Voice, HTML Apps, FB-MOH Files) will be retrieved from the
backup file.

Database Programming will use the Web Listening Port defined in the System
NOTE Connection to save the additional data. If the Web Listening Port is not open, a
warning message dispalys.

3. In the Restore from field, enter the location from where the backup will be restored, or
click the ellipses at the end of the field and navigate to the location.

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Features and Programming Guide

4. Click Start.
If the data is encrypted, it will be necessay to enter the username and password in
NOTE the accompanying dialog. If an incorrect username or password is entered, the
restore must be cancelled.

The "Restore Summary" will list what will be restored once selections are made.
If the data is encrypted, DB Programming will try to use the username/password to
decrypt the data after you click Start, but if this combination does not work, a dialog will
NOTE
be presented asking for the correct username/password. If the correct username/
password is not entered, the restore must be cancelled.

During the restore process, the following items are verified:

• If the number of multi-protocol phones in the database being restored exceeds the
number indicated in the license, an error message is displayed, and the database is
not restored.
• If the features enabled in the database being restored do not match the features avail-
able in the software license, an error message is displayed, and the system is
inoperative.
• If the database being restored contains Voice Processor information and the system
does not have an operating Voice Processor, you will see a warning message and no
Voice Processor information will be loaded during the restore operation.
• If restoring a database in offline mode, you may receive an error message that displays,
“Database is incompatible,” due to the differences in system types. Use the Change
Selection method in the System Administration & Diagnostics application when doing
database restores in an offline session. This will load any database over an existing
offline session database that was loaded previously without any problems.

When a database is restored, the system checks the following information against the currently
loaded license:
• System type
• Number of devices
• Features

If one or more of these items in the database differ from what is programmed in the license, an
error message is displayed, and the database is not restored. If the license is valid for the
database to be restored, the system checks the current IP settings for the server. If any
differences are detected, a screen similar to the following one displays.

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 System Management

This screen displays the current IP settings (Current Value column) and the settings detected
in the database to be restored (Restore Value). If you click Current Settings, the current
settings, as shown in the Current Value column, are retained. Any other settings will be restored
from the selected database. If you click Restore Settings, the IP settings are automatically
changed to those shown in the Restore Value column, overwriting the current settings.

If, however, you defaulted the database or uploaded new software, the system considers the
static database as “corrupt.” When the system is powered up, a backup database is not
detected, and the IP settings programmed in the restored database are automatically used.

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Features and Programming Guide

BACKING UP THE DATABASE

A backup copy of the system database is automatically stored on the compact flash-type Mitel
memory card located on the back of the HX chassis. This backup remains available, even if
the system experiences a power failure or if the battery backup loses power. If the system is
powered up and a corrupt database file is detected, the backup file in flash memory or on the
compact flash (CF) drive is restored. You can program an automatic backup as described below.

NOTE The Voice Processor database is not stored in flash memory.

This backup database is designed to recover in the event of a total power failure—it is not
designed to replace the static database. Changes made to the static database are not reflected
in the backup database until the database is backed up. For example, if you default the
database, the static database is defaulted, not the backup database.

If the static database is corrupted, the system attempts to restore the backup database. If the
system detects problems with the backup database, it may default the static database instead
of restoring the backup database. The database will be defaulted if one of the following occurs:
• There is no backup database available.
• The system was saving the backup database when the power down occurred.
• The system repeatedly attempted to restore a backup database but was interrupted by
power ups. The system will default the database after it has exceeded the number of restore
attempts. If this occurs, the backup database remains in flash memory for troubleshooting
purposes.

If desired, you can force DB Programming to save the backup file immediately, as described
in “Save Backup“ on page 76. To set Backup Database Save parameters, see page 81.

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DATABASE BACKUP OPTIONS

Database Backup options are located in the System folder, as shown in the figure below. For
information about voice processing database maintenance, see “Saving and Restoring Voice
Processing Databases“ on page 1031.

NOTE The voice processor database is not stored in flash memory.

The following are database backup options:

• Periodic Backup Database Save Time: The time of day when a scheduled database
backup occurs. This must be at least 15 minutes after the Scheduled Reset Time; otherwise,
the backup may not occur. If you enter a time that is less than 15 minutes after the Scheduled
Reset Time, a message appears, requesting a new value. By default, this is 11:00 P.M.
If Daylight Saving Time is enabled, Mitel recommends that you do not program the backup
NOTE
to occur at 2:00 PM. If you do, the backup may not occur on the day that the time changes.

• Periodic Backup Database Save Retry Attempts: The number of times that DB Program-
ming attempts to save the database. If the database is not saved before the system retries
the number of times specified in this field, the database is not saved until the next day. The
range is 0–10; the default is 3.
• Enable Periodic Backup Database Save: Enable this option to save the database at the
time indicated in the Periodic Backup Database Save Time option. This option must be
enabled to backup the database at the scheduled time. By default, the option is enabled.

To disable the Enable Periodic Backup Database Save option:

1. Select System. Backup options are shown in the right pane.
2. In the Value column, clear the check box. The field changes to No. To enable the option,
select the check box.
3. Click out of the field or press ENTER to save the change.

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If the system detects that the database has not changed since the last backup, the save is
NOTE
not performed.

SCHEDULED BACKUPS
Refer to the MiVoice Office 250 System Administration & Diagnostics Guide for information
about scheduled backups.

DEFAULT DATABASE
You can default the database to return the call processing and voice processor databases to
default values. When you select Default Database, a window appears, as shown below, that
warns that defaulting the database overwrites the current database and prompts you to
continue.

Defaulting the database ends the programming session and drops all calls. It also causes
NOTE voice processing to stop. Voice processing restarts after the database default operation is
complete.

From the Mitel DB Programming menu,

select OperationsDefault Database.
The dialog box at right appears.

The default option is set to Default System

Database ONLY. The second option
defaults both the System database and
the Backup database if one has been
saved. Either option causes DB
Programming to close, as expected.

To default both System Database and Backup Database:

Mitel recommends that you do not delete the “Backup Database.” The “Backup Database” is
NOTE
created as a safety net in rare situations where the system loses its primary database.

1. Select Default BOTH System Database and Backup Database.

2. Click OK. System Database and the Backup Database are defaulted, and the application
shuts down.

If you are programming in offline mode when you select Default Database, the following
warning message appears.

You can also default the database using the LCD panel. Refer to the MiVoice Office 250
Installation and Adminstration Manual, for more information.

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SYSTEM ERROR INFORMATION

For system troubleshooting, you can freeze and unfreeze the system history queue and save
error information.
The history and Message Print queues are stored in RAM, not battery-backed RAM. If the
system loses power, the queue information is lost. Retrieve history and Message Print
NOTE
information before powering down when troubleshooting the system. Queue files, however,
are not affected by minor or major resets

To retrieve history and Message Print queue blocks:

1. Launch System Administration & Diagnostics, and then start a DB Programming session.
2. From the DB Programming menu bar, select Operations – Error Information. The following
dialog box appears.

When you select Network Diagnostics option before you complete a system freeze, the
freeze includes a Network Diagnostics Log file with an .ndl extension. This log file captures
settings call processing, IP resource, and IP settings, as well as insufficient bandwidth
alarms. This information can be obtained using System Administration & Diagnostics. For
more information, refer to the MiVoice Office 250 System Administration & Diagnostics
Guide.
3. If the system is not already frozen, select Freeze. Otherwise, continue to the next step.
4. Click Retrieve Timestamps to view the timestamps associated with the history and Mes-
sage Print queues. The blocks are listed based on the time intervals.
5. Select the timestamps that you want to save (you can use the SHIFT and CTRL key to
select more than one item).
6. Click Save. The standard Windows browse screen appears.
7. Select the destination for the files (maximum 65 characters, including the freeze file names),
and then click OK.

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SYSTEM MAINTENANCE OPTIONS

System maintenance options include the following:
• Call Costs on page 84
• Freeze Zones on page 87
• Immediate System Resets on page 89
• Message Print on page 93
• Station Message Detail Recording on page 95

System Maintenance options are under System – Maintenance, as shown in the figure below.

CALL COSTS
This section contains the following information:
• Feature Description below
• Programming Call Costs on page 86

FEATURE DESCRIPTION
The system Call Cost Accounting feature provides a cost estimate that is applied to the
various classes of calls. Due to the wide variation in charges among network carriers, the
NOTE
system's call cost calculation cannot be used as a prediction of actual charges. This feature
can only be used as a management tool to estimate call costs.

The Call Cost Accounting feature estimates the cost of outgoing and incoming calls, displays
it on the phones, and prints it in the SMDR records. The cost is based on the type of call,
telephone number dialed, the elapsed time of the call, the day of the week, and the time of day.
A table in the database supplies the rates for all types of calls, including multiplicative factors
for evening and weekend rate changes on outgoing calls. The equation for calculating call cost
is:

Daytime Rate X Multiplicative Factor X Connect Time

The multiplicative factor adjusts the daytime per-minute call cost for evening and weekend rates
of outgoing calls. For example, the evening call cost multiplier is 0.65 if calls are 35 percent
less expensive after 5:00PM. The daytime rate (D), evening (E) multiplicative factor, and night/
weekend (N/W) multiplicative factors are used on the following schedule:

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Sun Mon Tue Wed Thu Fri Sat

8 AM TO N/W D D D D D N/W
5 PM

5 PM E E E E E E N/W
TO
11PM

11PM TO N/W N/W N/W N/W N/W N/W N/W

8 AM

If call cost is set to zero, call cost will not display during the call and the SMDR record will show
$00.00.

In a network setting, the call cost shown on the display and SMDR output use the factors and
rates for the node on which the trunk resides. In other words, if a phone on Node 1 dials what
is considered a long-distance number on Node 1, but the call is routed to Node 2 where the
number is considered local, the phone will use the local call cost rate from Node 2. The call
rate used for calls between nodes will be based on the Network call rate.

All outgoing calls using a trunk that is not subject to toll restriction are classified as one of the
following call types for call cost calculation (call cost type is programmed in the database).
• Free (000 or FOC)
• Local (LOC)
• Toll Local (TLC)
• Toll Long Distance (TLD or NAT)
• Operator (OP)
• International (INT)
• Operator and International (O/I)
• DISA (DSA)
• Conference (CNF)
• DID/DNIS (non-DISA) (DID or DI)
• Incoming (IN)
• Network (NET)

When a trunk that is subject to toll restriction is used, call cost type is determined according to
the digits dialed, as follows:
• Local: The following calls are classified as local calls:
• Calls to N11 or 1N11 (where N is 2–9), except 411 or 1411
• Any call to a toll-free area code
• All 7-digit or 10-digit calls within a local area code to office codes that are allowed in
User Group 1

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• Any call that does not begin with 1, and does not fall into any of the other call cost
categories
• Toll Local: The following calls are classified as toll local calls:
• Any calls to 411 or 1411
• All 7-digit or 10-digit calls within a local area code to office codes that are restricted in
User Group 1
• Any call that begins with 1, that does not fall into any of the other call cost categories
• Toll Long Distance: Any call to an area code other than a local area code is classified as
a toll long distance call.
• Incoming: Any call, except DID/DNIS calls, that rings into the system and is answered is
classified as an incoming call.
• Network: Any call placed to or received from a network node is classified as a network call.
• Free: Any call within a PBX (a trunk access code is not dialed) is a free call.
• Operator: Any call starting with 0 or containing only 0 is classified as operator (0, 0+).
• International: Any call starting with 01 is classified as international (01+, 011+).

PROGRAMMING CALL COSTS

This section provides information for programming Call Costs.

Selecting a Call Cost Rate

To select a Call Cost a rate:

1. Select System – Maintenance – Call Cost. Call Cost options are shown in the right pane.
2. In the Rate/Factor column, select the current value, and then type the new value in the box.
3. Click out of the field or press ENTER to save the change.

Calculating Call Costs

You can use the following procedure to calculate call costs.

To calculate call costs:

1. Determine the daytime rates, in dollars [pounds in Europe] per minute, for the following
types of calls (all default values are 0.00). Use several service provider bills from months
with typical usage to calculate the average cost per minute of each type of call. Record the
charges in dollars [pounds] and cents [pence] from 00.00–99.99. You may need to adjust
the calculations later to more accurately estimate actual call costs. (This program is to be
used as an estimate only.
2. Determine the multiplication factors that adjust the daytime (peak) per-minute call cost for
evening (standard) and weekend (cheap) rates.

For U.S. systems: The multiplicative factor adjusts the daytime per-minute call cost for
evening and weekend rates of outgoing calls. For example, the evening call cost multiplier

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is 0.65 if calls are 35% less expensive after 5:00PM. The evening (E) multiplicative factor
and night/weekend (N/W) multiplicative factors are used on the following schedule:

SUN MON TUE WED THU FRI SAT

8 AM TO 5 PM N/W No Multiplication Factors Apply N/W

5 PM TO 11PM E E E E E E N/W

11PM TO 8 AM N/W N/W N/W N/W N/W N/W N/W

For European systems: The multiplicative factor adjusts the peak per-minute call cost for
standard and cheap rates of outgoing calls. For example, the call cost multiplier is 0.65 if
calls are 35% less expensive after 6:00PM. The standard (S) and cheap (C) multiplicative
factors are used on the following schedule:

SUN MON TUE WED THU FRI SAT

9 AM TO 1 PM C No Multiplication Factors Apply C

1 PM TO 6 PM C S S S S S C

6 PM TO 9 AM C C C C C C C

FREEZE ZONES
You can freeze the system to “lock” the current state of the system fault history queue, which
is a sequential list of all system commands and inputs. You can use this list, when decoded,
to determine a series of events which may have resulted in an error. Unfreezing the system
“unlocks” the current state of the history queue, and resumes event collection.

Using freeze zones, you can determine which nodes in the network are frozen during each
freeze request. There can be up to 10 freeze zones in the database.

PROGRAMMING FREEZE ZONES

To program a freeze zone:

1. Select System – Maintenance – Freeze Zones. Freeze Zone options are shown in the right
pane.
2. Optional. In the Description column, type a name for the freeze zone in the box.

ADDING NODES TO FREEZE ZONES

Double-click an individual zone to view nodes, if any, assigned to the freeze zone.

To add nodes to the freeze zone:

1. Select System – Maintenance – Freeze Zones. Freeze Zone options are shown in the right
pane.

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2. Use one of the following methods:

Method A
a. In the Value column, select the current value, and then type the new value in the box.
b. Press ENTER. A screen appears displaying what is associated with the number
entered.
c. Click OK. The new number appears in the field.

Method B
a. Right-click anywhere in the right pane, and then select Add To List. A window appears
prompting for the device type to include.
b. Select the node types (you can use the SHIFT or CTRL key to select more than one
item), and then click Next. The items with details appear. To view items in a list only,
click List.
c. Select the appropriate nodes, then select Add Items.
d. When you have added all the necessary nodes, click Finish. The selections appear
in the list. To view programming options, double-click the extension number.

DELETING NODES FROM FREEZE ZONES

To delete nodes from a freeze zone:

Select one or more nodes from the list, right-click, and then select Remove Selected Items.

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SYSTEM RESETS
This section describes system resets and how to reset the system on demand or to schedule
a reset. The system does not require a reset as a result of configuration in a DB Programming
session.

NOTICE
Possible Service Interruption. A system reset terminates all calls in progress. Schedule resets
to occur after normal business hours.

This section contains the following information:

• Immediate System Resets below
• Call Processing Resets below
• Major Reset Scheduling on page 89
• Message Print on page 93
• Station Message Detail Recording on page 95

IMMEDIATE SYSTEM RESETS

You manually reset the system. You can also use the LCD panel on the Base Server to
immediately reset the system. For more information, refer to the Installation chapter in the
MiVoice Office 250 Installation and Adminstration Manual.

To perform an immediate system reset:

1. From the DB Programming menu bar, select Operations – Reset System.
2. Click OK to reset the system and end the programming session.

CALL PROCESSING RESETS

To reset Call Processing:
1. From the DB Programming menu bar, select Operations – Reset Call Processing
Application.
2. Click OK to reset call processing and end the programming session.

MAJOR RESET SCHEDULING

A major system reset terminates all calls and ends the programming session. However, a
delayed system reset checks system activity at the scheduled time and waits for the system to
become idle and any active programming session to end before allowing the reset to occur.

A Call Processing reset affects call processing and all related applications. To avoid Call
Processing issues, you can schedule a delayed reset, as described in the following sections.

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If Daylight Saving Time is enabled, Mitel recommends that you do not schedule resets to
occur at 2:00 AM. If you do, the system may not perform the reset when the time changes.
NOTE Make sure the Scheduled Reset Time value (it defaults to 12:01AM) is AFTER the Periodic
Backup Database Save Time (it defaults to 11:00PM); otherwise any Database changes
since the previous backup database save will be lost.

SYSTEM REQUIRES RESET

(Read Only) Indicates if Call Processing requires a reset. If the field shows Yes, the system
resets at the time indicated in the System Delayed Major Reset field. If the field shows No, a
delayed major reset does not occur, even if one is scheduled.

SCHEDULED RESET TIME

If the System Requires Reset option is turned on, this field determines the default time for
scheduled system resets. Scheduled major resets can be scheduled when system
administrators program the database or when Reset System is selected from the Operations
menu.

To program the default time for delayed system resets:

1. Select System – Maintenance – Major Reset Scheduling – Scheduled Reset Time.
2. In the Value column, select the time for the scheduled reset (AM/PM). The default value
is 12:01 AM.
3. Click out of the field or press ENTER to save the change.

FORCE RESET IF NOT IDLE

Normally, the system does not perform a major reset if there are any active calls. However, if
this option is turned on, the system forces a major reset at the specified time, as programmed
in the previous section. A major reset causes all active calls on the system to be dropped. The
option should be used only on systems which are busy 24 hours each day and, therefore, do
not have a consistent time when all resources are idle and a normal delayed major reset can
be performed. This option affects any request to perform a major reset, whether it be by the
system itself for resource reconciliation, or requested through DB Programming.

When enabled, this option drops all active calls at the specified time, should a major reset be
NOTE necessary. This does not happen every day, but it does happen occasionally. Be aware of
this so you do not mistake the reset for a system failure.

To enable the Force Reset If Not Idle option:

1. Select System – Maintenance – Major Reset Scheduling – Force Reset If Not Idle.
2. In the Value column, select the check box. The field changes to Yes. To disable the option,
clear the check box.
3. Press ENTER or select another field to save the change.

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DAYS OF THE WEEK

Select the days of the week on which you want automatic resets to occur. Resets occur on the
days of the week that are selected, provided the Always Reset On Days Of Week option is
turned on. By default, all days of the week are turned off.

To select days:
1. Select System – Maintenance – Major Reset Scheduling – <day>.
2. In the Value column, select the check box. The field changes to Yes. To deselect the day,
clear the check box.
3. Press ENTER or select another field to save the change.

ALWAYS RESET ON DAYS OF WEEK

Set this option to Yes to have resets occur on the specified days of the week. If this option is
disabled, resets do not occur on the specified days. By default, this option is set to No. If a red
“X” appears next to Always Reset On Days Of Week, you have not selected any of the days
of the week. You must have at least one day of the week selected; otherwise, resets do not
occur. When finished, the system resets as programmed.

To enable Always Reset on Days of Week:

1. Select System – Maintenance – Major Reset Scheduling.
2. In the Value column, select the check box. The field changes to Yes. To disable the option,
clear the check box.
3. Press ENTER or select another field to save the change.

REBOOT SYSTEM

The Reboot System flag causes scheduled delayed resets to reboot the entire system. For
systems equipped with a PS-1/vPS-1, this option reboots the PS-1/vPS-1 and the Base Server.
It is set to No by default.

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RESET SYSTEM DIALOG BOX

When you make a change that requires a reset, the Reset System dialog box appears when
you exit DB Programming.

1. Select one of the following options:

• Reset according to selected schedule: Resets the system according to the schedule
that the user selected in the Major Reset Scheduling folder (System\Maintenance).
The reset schedule that is currently selected appears here.
• Reset using Manual Override Time (within 24 hours):
The Reset using Manual Override Time (within 24 hours) value must be at least 15 minutes
before the programmed Periodic Backup Database Save Time value (under System);
NOTE otherwise, the backup may not occur. If you select a value that is less than 15 minutes before
the Periodic Backup Database Save Time, an error message is displayed, requesting a new
value

You can use the scroll box to change the scheduled reset time to a different time (within
24 hours). For example, if the system is programmed to reset on Wednesdays at 11:30
PM, and you schedule a manual override time for 10:00 PM on a Wednesday, the
system resets at 10:00 PM and then again at 11:30 PM. By default, this is 12:01 AM.
Note that the Manual Override Time is only used when the system requires a reset.
This option can also be accessed from the Major Reset Scheduling folder in OLM mode.
• Force Reset If Not Idle: Turn on this option to force a reset, even if there are active
calls. If turned off, the reset is not performed until the system is idle. By default, this is
set to No. This option can also be accessed from the Major Reset Scheduling folder.
(This field was previously called Forced Delayed Major Reset.)
• Reset now: Performs an immediate system reset. Do not select this option if the system
is currently backing up the database; otherwise, the backup is aborted.
2. Click OK when finished.

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MESSAGE PRINT
System messages can be printed to give service personnel and Mitel engineers information
about system status during troubleshooting. You may enable any combination of the error
message types. The available message types are:
• Alarm Messages: Indicate that a minor alarm has occurred, but that general system op-
eration was not affected.
• Information Messages: Provide information concerning system operation.
• Severe Messages: Indicate that a severe error has occurred in the system.
• Warning Messages: Indicate that a condition exists which may affect system performance.
• Network Dump: Provides information concerning network operation.

The fields you must program to set up Message Print include the following:
• Output Port And Local Backup Port below
• Message Print Output Active on page 94
• Output Device Line Width on page 94
• Print Options on page 94

For more information about Message Print, refer to the Message Print Diagnostics Manual.

OUTPUT PORT AND LOCAL BACKUP PORT

Each node has its own Message Print programming, Message Print output port, and Message
Print output port backup. There should be a Message Print terminal at each node to monitor
node and network performance and aid in troubleshooting.
• If a node Message Print output port is a node, the network sends Message Print records
to the specified node.
• You cannot select a node as the backup Message Print output port.
• If Message Print output programming forms a loop, the system sends the output to the node
backup Message Print port. For example, if the Message Print port on Node 1 routes to
Node 2 and the Message Print port on Node 2 routes to Node 1, the configuration causes
an infinite loop. Message Print reports for Node 1 would be printed to the backup serial port
on Node 2 and vice versa.

To select ports for the Message Print reports, use one of the following methods:
Because a serial interface is not available on the MiVoice Office 250, the output to Message
Print is sent over IP to a remote node.
NOTE
This remote node can only be an Axxess system, and supported networking with Axxess
systems ended with Release 6.0.

Method A
1. Select System – Maintenance – Message Print – Output Port or Local Backup Port.

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2. In the Value column, select the current value, and then type the new value in box. The port
number must be a port on a remote node.
3. Click out of the field or press ENTER. A screen appears showing what is associated with
the number entered.
4. Click OK. The new number appears in the field.

Method B
1. Select System – Maintenance – Message Print – Output Port or Local Backup Port.
2. Right-click the existing port. An option box appears.
3. Select Change Port. A window appears prompting for the device type to include.
4. Select None or Remote Node, and then click Next. The list of ports or nodes appears. To
view items in a list only, click List.
5. Select the desired port, and then click Finish. The selection appears in the appropriate
port field.

MESSAGE PRINT OUTPUT ACTIVE

When enabled, activates the error/message reporting feature. This option is enabled by default.

To disable the option:

1. Select System – Maintenance – Message Print – Message Print Output Active.
2. In the Value column, clear the check box. The field changes to No. To enable the option,
select the check box.
3. Click out of the field or press ENTER to save the change.

OUTPUT DEVICE LINE WIDTH

Indicates whether the output device has 64, 80, or 132 character columns.

To set the output device line width:

1. Select System – Maintenance – Message Print – Output Device Line Width.
2. Select the current value, and then scroll to the desired column width.
3. Click out of the field or press ENTER to save the change.

PRINT OPTIONS

Determine the types of error messages to be included in the error report. By default, the following
options are included in the error report (set to Yes):
• Print Alarm Messages: Indicate that a minor alarm has occurred, but that general system
operation was not affected.
• Print Information Messages: Provide information concerning system operation.
• Print Severe Messages: Indicate that a severe error has occurred in the system.

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• Print Warning Messages: Indicate that a condition exists which may affect system
performance.
• Print Network Dump: Provide information concerning network operation.

To disable a print option:

1. Select System – Maintenance – Message Print – <print option>.
2. In the Value column, clear the check box. The field changes to No. To enable the option,
select the check box.
3. Click out of the field or press ENTER to save the change.

STATION MESSAGE DETAIL RECORDING

This section contains the following information:
• Feature Description below
• Programming SMDR on page 98
• Accessing the SMDR Socket Directly on page 103

FEATURE DESCRIPTION

Station Message Detail Recording (SMDR) is a system feature that provides a detailed record
of outgoing and incoming calls. The system records only valid calls. Outgoing answered calls
become valid when, depending on system programming, the Valid Call timer expires or polarity
reversal is detected. Outgoing Unanswered calls never become valid. Outgoing calls become
valid immediately if placed on hold or transferred. Incoming calls are always valid immediately.
Phone call data can be retrieved into a IP-compatible SMDR report-generating device.

You can also send SMDR information to the System Manager server. Defining sockets for either
output is programmed through the Administrative Web Portal (see “Administrative Web Portal“
on page 1190), but only one output port for SMDR can be active at any time. In a network, each
node has its own SMDR programming, SMDR output port, and SMDR output port backup. You
can enable or disable network call records on each node. When network calls are enabled, the
following applies:
• The system generates SMDR records for outgoing calls on the node where each trunk used
resides. For example, if a caller on Node 1 places a call using a trunk group on Node 2,
the SMDR report for Node 1 shows the outgoing call to Node 2 and the SMDR reports on
Node 2 shows the incoming call from Node 1 and the outgoing call on the trunk group.
• The call record type for network SMDR records is NET.
• If a node’s SMDR output port is a node, the network sends SMDR records to the specified
node.
• You cannot select a node as the SMDR output port backup.
• If SMDR output programming forms a loop, the system will send the SMDR output to the
node’s backup SMDR port. For example, if the SMDR port on Node 1 routes to Node 2 and
the SMDR port on Node 2 routes to Node 1, the configuration will cause an infinite loop of
SMDR routing. SMDR reports for Node 1 would be printed to the backup serial port on
Node 2 and vice versa.

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Selectable SMDR options include any combination of the calls listed on page 101. For a
definition of call cost types see “Call Costs“ on page 84:

The system administrator can determine whether absorbed digits, equal access digits, and/or
toll field digits appear in the SMDR printout. As an example, assume the following number was
dialed: 89 (other system’s trunk access code) + 10288 (equal access code) + 1 (toll field) +
602 (area code) + 961-9000 (seven-digit number). The following programming options can be
used (see page 102 for a definition of suppress digit options):
• Suppress Absorbed Digits
• Suppress Equal Access Digits
• Suppress Toll Digits

Any combination of the above can be used. If all three fields are suppressed, only 602-961-
9000 will print. The system administrator can also suppress or allow call information in the
SMDR report “Dialed Digits” field. The following options are available:
• Suppress Outside Party Number
• Suppress Trunk Number

The system administrator can determine which equipped phone(s) and/or trunks will be included
in the report, and whether off-node devices will be included in reports. However, for incoming
calls, DISA calls, conference calls, and/or ring-in diagnostics, all calls are recorded even when
they involve phones not in the programmed phone list.

SMDR can be programmed to record the elapsed time of calls in seconds (S=XXXXXX) or
hours and minutes (HH:MM). If programmed to record elapsed time in seconds, the ELAPSED
TIME field will show “S=XXXXXX” (XXXXXX represents the number of seconds) for calls up to
999999 seconds long. For calls lasting longer than 999999 seconds, ELAPSED TIME will show
“HH:MM” (hours and minutes rounded up to the nearest minute).

SMDR Output Record

The SMDR output record is printed as shown in the following example. A page heading (with
the day, date, month, year and column headings) is generated just after midnight to show the
change in date. A header is also printed after output from another system source (alarm,
informative message, and so forth), using the same output device, interrupted the SMDR output.
Figure 5: SMDR Output Example
26.05.2015
TYP EXT# TRUNK DIALED DIGITS START ELAPSED COST ACCOUNT CODE
XX XXXX XXXXXXX <28 characters> HH:MM HH:MM:SS $XX.XX XXXXXXXXXX *

In the upper left of the beginning of the SMDR Output, the date for which the data was collected
is shown.

TYP

The call type (see page 85).

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EXT

The extension number (XXXXX) of the last phone to handle the call is shown. For a CO-to-CO
call, this field shows the extension number of the second trunk involved. For a conference call,
it shows the phone that initiated or answered the call. For an unanswered ring-in, it shows *****.
An outgoing call that has been initiated by another trunk shows the initiating trunk’s number.

TRUNK

The extension number of the trunk used during the call. For an IP network call (using the
networking IPRA), this field shows the extension number of the IP connection used for the call.

DIALED DIGITS

For an outgoing call: The first 28 digits of the telephone number are shown (if ARS was used
to place the call, the modified number, not the dialed digits, are shown). A “>” at the end of the
number indicates that more than 28 digits were dialed. Some digits may be suppressed (see
the previous page for an explanation). For a conference call, this field shows the phone that
brought the trunk into the conference unless the conference ends as a call with only one phone
and one trunk or if all conference parties are put on Individual Hold, in which case the field
shows the last party to handle the call.

For an incoming call: This field is determined by the service type of the trunk that was used
for the call and whether the digits are being suppressed. If the information is not suppressed,
it is included in the record, as shown in Table 15.

Table 15: Unsuppressed SMDR Fields by Trunk Service Type

SERVICE TYPE CALL RECORD SHOWS . . . RING-IN RECORD* SHOWS . . .
DID, DNIS, or *DNIS1 (not Trunk DID or DNIS Information Ring... Trunk DID or DNIS
DISA ring-in) Information
DID, DNIS, or *DNIS* with Blank if answered; DISA digits if DISA calls do not generate a ring-in
DISA ring-in unanswered record
Caller ID, ANI, or *ANI* Outside Party ANI or Caller ID Ring...Outside Party ANI or Caller ID
*ANI*DNIS* Outside Party ANI or Caller ID Ring...Outside Party ANI or Caller ID
and Trunk DID or DNIS and Trunk DID or DNIS Information
Information
None Blank Blank
1. Ring-in records appear only if ring-in diagnostic records are enabled.

START

Shows the time that the call became valid. For an unanswered ring-in, it shows the time the
call began ringing. It is shown in 24-hour time (00:00–23:59).

ELAPSED

Shows the call length from the START time (above) until disconnect or the length of time an
unanswered call was ringing. If the option is enabled that shows call duration in seconds, calls
up to 999999 seconds long appears as S=XXXXXX (XXXXXX represents the number of
seconds) and calls lasting longer than 999999 seconds appear as HH:MM (hours and minutes).

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COST

Displays an estimated cost of the call ($XX.XX), based on the database information. If cost
exceeds $99.99, it is printed without the decimal point ($XXXXX). If it exceeds $99999, $$$$$$
is shown instead. If there is no cost, the field is blank.

ACCOUNT CODE

Shows the standard, forced, or optional account code (up to 16 digits). An optional account
code overrides standard or forced account codes. The field is blank if no account code was used.

(RESULT)

One of the following characters may be displayed at the end of record:

• *: Indicates that the call was terminated because the system detected a disconnect signal
from the trunk. That is, the outside caller hung up before the phone user on the call.the
outside caller hung up
• R: Indicates that the call was answered by the outside party for Dynamic Extension Express,
but the called party did not accept the call.
• T: Indicates that the trunk was involved in a Two B-Channel Transfer.

PROGRAMMING SMDR

You can program the following SMDR information:

• Devices below
• Output Port and Local Backup Port on page 99
• SMDR Output Active on page 99
• Output to System Manager on page 100
• Display Elapsed Time in Seconds on page 100
• Display “O/I” for Operator and International Calls on page 100
• Display Redirected Station on page 101
• Display “T” for Two B-Channel Transferred Calls on page 101
• Record Calls on page 101
• Suppress Digits Options on page 102

Devices

To assign the phones and trunks to be included in the SMDR output, double-click Devices. A
list of current devices, if any, appears. You can add or delete devices as follows:

To add devices:
1. Select System – Maintenance – SMDR – Devices.
2. Right-click anywhere in the right pane, and then select Add To Devices List. A window
appears prompting for the device type to include.

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3. Select the device types (you can use the SHIFT or CTRL key to select more than one item),
and then click Next. A list of devices appears. To view details, click Details.
4. Select the appropriate items, and then select Add Items. When you have added all the
desired devices, click Finish. The selections appear in the list. To view programming
options, double-click the extension number.

To delete devices:

Select the item(s) in the list, right-click, and then select Remove Selected Items.

Output Port and Local Backup Port

Each node has its own SMDR programming, SMDR output port, and a local (backup) SMDR
output port. You can turn on/off network call records on each node. By default, the system
suppresses network call records. However, when they are turned on, the following applies:

Because a serial interface is not available on the MiVoice Office 250, the output to SMDR is
sent over IP to a remote node.
NOTE
This remote node can only be an Axxess system, and supported networking with Axxess
systems ended with Release 6.0.

• If the node SMDR output port is a node, the network sends SMDR records to the specified
node.
• If SMDR output programming forms a loop, the system sends the SMDR output to the node
local SMDR port. For example, if the SMDR port on Node 1 routes to Node 2 and the SMDR
port on Node 2 routes to Node 1, the configuration causes an infinite loop of SMDR routing.
SMDR reports for Node 1 would be printed to the local SMDR-associated IP address on
Node 2 and vice versa.

To select the output port and local port for the Message Print reports:
1. Select System – Maintenance – SMDR – Output Port or Local Backup Port.
2. Right-click the existing port. An option box appears.
3. Select Change Port. A window appears prompting for the device type to include.
4. Select None or Remote Node, and then click Next. The list of ports or nodes with details
appears. To view options in a list only, click List.
5. Select the port that you want to use, and then click Finish. The selection appears in the
port field.

SMDR Output Active

The SMDR Output Active option activates the SMDR reporting feature. It is enabled by default.

To disable the SMDR Output Active option:

1. Select System – Maintenance – SMDR – SMDR Output Active.
2. In the Value column, clear the check box. The field changes to No. To enable the option,
select the check box.
3. Click out of the field or press ENTER to save the change.

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Output to System Manager

If the Output to System manager option is turned off, SMDR information is not available to
System Manager users. If turned on, System Manager users can run call reports for this node.

To turn the option on:

1. Select System – Maintenance – SMDR – Output to System Manager.
2. In the Value column, select the check box. The field changes to Yes. To disable the option,
clear the check box.
3. Click out of the field or press ENTER to save the change.
Because a serial interface is not available on the MiVoice Office 250, the output to SMDR is
sent over IP to a remote node.
NOTE
This remote node can only be an Axxess system, and supported networking with Axxess
systems ended with Release 6.0.

Display Elapsed Time in Seconds

To allow SMDR to give a more accurate representation of elapsed time, the Display Elapsed
Time in Seconds option can be turned on to record the elapsed time of calls in seconds instead
of minutes. For calls up to 999,999 seconds in length, the ELAPSED TIME field shows
“S=XXXXXX” (XXXXXX represents the number of seconds). For calls lasting longer than
999,999 seconds, ELAPSED TIME shows HH:MM. Hours and minutes rounded up to the nearest
minute.

To have call durations of fewer than 999,999 seconds displayed in seconds:

1. Select System – Maintenance – SMDR – Display Elapsed Time in Seconds.
2. In the Value column, select the check box. The field changes to Yes. To disable the option,
clear the check box.
3. Click out of the field or press ENTER to save the change.

Display “O/I” for Operator and International Calls

If turned on, operator and international calls are displayed in SMDR as one entry under the
call-type abbreviation “O/I.” If turned off, operator and international calls are displayed
separately in SMDR: operator calls under “OP,” and international calls under “INT.” By default,
this is turned on.

To turn off the Display “O/I” for Operator and International Calls option:
1. Select System – Maintenance – SMDR – Display “O/I” for Operator and International
Calls.
2. In the Value column, select the check box. The field changes to No. To enable the option,
clear the check box.
3. Click out of the field or press ENTER to save the change.

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Display Redirected Station

A phone that transfers or manually forwards a call to the public network can be recorded in the
SMDR report. To display redirected information for trunk-to-trunk calls, add the trunks and
phones to the SMDR list. If the trunks and phones are not listed, the phones that transfer or
manually forward CO calls are not recorded in the SMDR report for redirected calls. This option
is disabled by default.

To enable the Display Redirected Station option:

1. Select System – Maintenance – SMDR – Display Redirected Station.
2. In the Value column, select the check box. The field changes to Yes. To disable the option,
clear the check box.
3. Click out of the field or press ENTER to save the change.

Display “T” for Two B-Channel Transferred Calls

When enabled, SMDR displays a “T” in the output when a Two B-Channel Transfer (TBCT)
occurs. This option is disabled by default. For more information about TBCT, see ISDN PRI
Two B-Channel Transfer on page 284.

To enable the TBCT option:

1. Select System – Maintenance – SMDR – Display “T” for Two B-Channel Transferred
Calls.
2. In the Value column, select the check box. The field changes to Yes. To disable the option,
clear the check box.
3. Click out of the field or press ENTER to save the change.

Record Calls

The Record Calls options determine the content of the SMDR output. Options include the
following:
• Record All Incoming Calls: Records all incoming calls that are answered, except DID/
DNIS calls.
• Record All Local Calls: Records all calls that use the “local” call cost.
• Record All Free Calls: Records all calls that use the “free” call cost.
• Record All Ring-in Diagnostics: A ring-in message is recorded for every incoming call
(whether answered or unanswered) to indicate how long it rang. All incoming calls are
recorded, even those involving phones not listed in the phone list.
• Record All Toll Local Calls: (U.S. only) Records all calls that use the “toll local” call cost.
• Record All Toll Long Distance Calls: (U.S. only) Records all calls that use the “toll long
distance” call cost.
• Record All Toll (National) Calls: (Europe only). Records all valid long distance toll calls.
• Record All Operator Calls: Records all calls that use the “operator” call cost.
• Record All International Calls: Records all calls that use the “international” call cost.

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• Record All DISA Calls: Records all DISA calls.

• Record All Conference Calls: Records all conference calls. If all conference parties exit
except one phone and one outside party, the call is no longer considered a conference and
when completed it will be recorded using the appropriate call cost for that outside call.
• Record All DID/DNIS Calls: (U.S. only) Records all calls received through DID and DNIS.
• Record All Trunk To Trunk Calls: Records all calls made from one outside caller to
another.
• Record All Network Calls: The system generates SMDR records (labeled “NET”) for node-
to-node Private Networking calls on the nodes where each trunk used resides. For example,
if a caller on Node A places a call using a trunk group on Node B, the SMDR report for
Node A shows a NET call to Node B and the SMDR reports on Node B shows a NET call
from Node A. This option has no effect on the Record Off-Node Devices option described
above.
• Record All Off-Node Devices: Records all calls placed to and received from off-node
devices. (This flag has no effect on the Record All Network Calls flag described above.)
• Record All Human-Answer Supervision: When Human Answer Supervision is enabled
(see “Human Answer Supervision“ on page 841), if the user does not press # to answer a
call that was routed to the public network, the SMDR record reflects that fact with a special
character (R). When the user presses # to accept the call the system outputs the normal
SMDR record. This option indicates whether or not the system outputs the “R” SMDR record
(see “SMDR“ on page 841).

To enable Record Calls options:

1. Select System – Maintenance – SMDR – <record option>.
2. In the Value column, select the check box. The field changes to Yes. To disable the option,
clear the check box.
3. Click out of the field or press ENTER to save the change.

Suppress Digits Options

The Suppress Digits options determine which digits, if any, are suppressed when the dialed
digits are reported. To choose an option, select its current Value and place a check mark in
the box. To remove an option, select remove the check mark. Options include the following:
• Suppress Absorbed Digits: Absorbed digits (on local or PBX lines) do not appear in the
report if this option is selected. In the sample above, the absorbed digits (the other system
trunk access code) would be suppressed so that only 10288-1-602-961-9000 appears. If
absorbed digits are repeatable on a local line, the absorbed digits do not appear in the
SMDR report, even when repeated.
• Suppress Equal Access Digit: (U.S. only) Equal access digits will not appear in the report
if this option is selected. In the sample above, the equal access code field would be sup-
pressed to print only 89-1-602-961- 9000.
• Suppress Outside Party Number: Caller information that is received through ANI or Caller
ID [CLID] does not appear if this option is selected.

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• Suppress Toll Digits: When this option is selected, toll digits do not appear in the report.
In the sample above, the toll field is suppressed so that only 89-10288-602-961-9000 prints.
• Suppress Trunk Number: Information received through DID or DNIS [DDI] is not included
in the report if this option is selected.

To enable Suppress options:

1. Select System – Maintenance – SMDR – <suppress option>.
2. In the Value column, select the check box. The field changes to Yes. To disable the option,
clear the check box.
3. Click out of the field or press ENTER to save the change.

ACCESSING THE SMDR SOCKET DIRECTLY

With the MiVoice Office 250, you can directly access the SMDR socket.

To access the SMDR socket:

1. Open a TCP/IP connection to the MiVoice Office 250 on port 4000.
2. Send a login message to the MiVoice Office 250.

SMDR Login Message

To establish a connection, the client must first establish a TCP/IP socket connection. After a
valid connection has been established, which is independent of any user data actually being
sent or delivered, the client must send a particular login sequence as its first message to the
server. This message must take the following format.

Figure 6: SMDR Login Message Format

<Byte_Count><Socket_Type><Password>0x00

This message includes the following information:

• Byte_Count: Indicates the byte count for the data being passed. Note that the four bytes
of the byte count is included in the message, and it is in little-endian format.
• Socket_Type: Passed as hex 84 (0x84) to indicate an SMDR connection.
• Password: Can include up to 15 ASCII characters and is null-terminated. This password
must match the MiVoice Office 250 SMDR password. The password is configured via
Database Programming (System\Sockets).

For example, a client with the password 12345678 could use the following to log in.
Figure 7: SMDR Login Message Example
0x0E 0x00 0x00 0x00 0x84 0x31 0x32 0x33 0x34 0x35 0x36 0x37 0x38 0x00

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The follow example is an SMDR record in hex format as it is sent from the MiVoice Office 250.
Note that the first four bytes is the length, and the last two bytes are a carriage return (CR) and
a line-feed (LF).
Figure 8: SMDR Record in Hex Format
0x52 0x00 0x00 0x00 0x54 0x4C 0x43 0x20 0x31 0x31 0x32 0x30 0x32 0x20 0x39 0x34
0x30 0x30 0x33 0x20 0x39 0x36 0x31 0x2D 0x39 0x30 0x30 0x30 0x20 0x20 0x20 0x20
0x20 0x20 0x20 0x20 0x20 0x20 0x20 0x20 0x20 0x20 0x20 0x20 0x20 0x20 0x20 0x20
0x20 0x30 0x38 0x3A 0x33 0x36 0x20 0x30 0x30 0x3A 0x30 0x30 0x3A 0x30 0x33 0x20
0x24 0x30 0x30 0x2E 0x30 0x30 0x20 0x20 0x20 0x20 0x20 0x20 0x20 0x20 0x20 0x20
0x20 0x20 0x20 0x20 0x0D 0x0A

The following example is the ASCII representation of the previous SMDR Record. Note that
first row of bolded numbers represents the column (from 1 to 80) in which the specific SMDR
field is located (e.g., the dialed digits field 961-9000 starts at column 17, which is represented
by a 7).
Figure 9: SMDR Record in ASCII Format

12345678901234567890123456789012345678901234567890123456789012345678901234567890
TLC 11202 94003 961-9000 08:36 00:00:03 $00.00

SMDR Formatting

Each SMDR record contains 80 ASCII characters followed by a carriage return (CR) and a line-
feed (LF). Each field of information (for example, Type, Start Elapsed, Cost, etc.) starts in the
same column number, and a space is used to separate the fields.

After the SMDR application connects to the MiVoice Office 250 or at the start of each day, the
MiVoice Office 250 sends two lines of header information. Note that the first row of bolded
numbers represents the column in which the specific SMDR field is located (from 1 to 80) and
is not part of the SMDR output.
Figure 10: SMDR Output Format 1
12345678901234567890123456789012345678901234567890123456789012345678901234567890
Station Message Detailed Recording HH:MM:SS MM-DD-YYYY

A normal SMDR record has the following format. Note that the first row of bolded numbers
represents the column in which the specific SMDR field is located (from 1 to 80) and is not part
of the SMDR output.
Figure 11: SMDR Output Format 2

12345678901234567890123456789012345678901234567890123456789012345678901234567890
ccc eeeee ttttt dddddddddddddddddddddd hh:mm hh:mm:ss $cc.cc aaaaaaaaaaaa*

A ring record has a slightly different format. Note that the first row of bolded numbers represents
the column in which the specific SMDR field is located (from 1 to 80) and is not part of the
SMDR output.
Figure 12: SMDR Output Ring Record

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12345678901234567890123456789012345678901234567890123456789012345678901234567890
***** ttttt RING........ hh:mm hh:mm:ss

Below is a sample of SMDR output.

Figure 13: SMDR Output Example
Station Message Detailed Recording 07:39:38 07-14-2010

TYP EXT# TRUNK DIALED DIGITS START ELAPSED COST ACCOUNT CODE
LOC 11201 94003 961-9000 09:28 00:00:05 $00.00
TLD 11205 94002 1-212-555-5346 10:29 02:05:06 $12.50*
LOC 11202 94006 961-9000 10:39 01:10:03 $00.00
***** 94000 RING......480-555-9911 11:37 00:00:06 *

The information provided in this section is limited to the description of the SMDR socket
connection to the MiVoice Office 250. For additional SMDR feature and programming
information, see page 95.

Membership in the Mitel Solutions Alliance (MSA) at the Developer Basic or Developer
Advanced member level is required to obtain Developer Support regarding MiVoice Office 250
SMDR use and troubleshooting. See www.mitel.com/msa for additional information or to apply
online.

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Chapter 4
PRIVATE NETWORKING AND SYSTEM

NODES
Features and Programming Guide

INTRODUCTION
This chapter provides information to help you configure network settings or add system nodes
to a private IP or T1/E1 PRI network.

For more information about private networks and nodes, refer to the following chapters in the
MiVoice Office 250 Installation Manual :
• Appendix A: Private Networking
• Appendix B: Network IP Topology

For IP Networking-related troubleshooting issue, see page 134.

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PRIVATE IP NETWORKING PROGRAMMING

GUIDELINES
System software provides a networking wizard to simplify the required programming for private
networking. See “Launching the Networking Wizard“ on page 115 for instructions on how to
launch the wizard. For complete information about the Networking Wizard, refer to the MiVoice
Office 250 DB Programming Help.

The Internet Protocol Resource (IPRA) application relies on a unique numbering plan to make
connections across the network. You must assign each Processor Module (and if applicable,
the Processor Expansion Card) in the network a unique extension that the other Processor
Modules must be able to recognize. For this reason, Mitel strongly suggests that you use the
P6XXY numbering convention, where XX is the node number and Y is the IPRA number.

For example, the Processor Module on Node 1 would be P6011 and the Processor Expansion
Card on Node 1 would be P6012.

For example, the Processor Module on Node 2 would be P6021 and the Processor Expansion
Card on Node 1 would be P6022.

You should also complete the IP Networking Planning Sheet (see Appendix A: Private
Networking in the MiVoice Office 250 Installation Manual ) before you begin programming IP
networking. The Private Networking section includes programming examples. If you do not
follow a numbering convention and identify the extensions before you program the IPRAs, it
will be difficult to successfully set up your network.

To program IP private networking:

1. Program the system for IP (Private Networking).

If necessary, choose a “P6XXY” extension where XX is the node number where the IP
resource resides and Y is the IP resource number. A default extension (P6000) is provided,
but it may need to be changed if the same extension already exists. If using the Processor
Expansion Card (PEC), the default extension is P6001.

The extension you assign to each IP resource must reflect the node where the IP resource
resides. If it does not, it will be difficult to establish the IP connections between IP resources
NOTE
on a multi-node system. This numbering convention also limits the number of networking IP
resources within a private network to 1000.

2. Program the IP Connection: The IP resource screen contains a link to the IP resource
IP connection. Whenever the system creates an IP connection, the system broadcasts the
IP information to the other nodes as a database update, and the new IP connection be-
comes an off-node device on the other nodes (provided the remote node does not block
the database change such as when a DB Programming session is active on the remote
node). This does not automatically configure the IP resources for use by the network. You
must manually program networking parameters locally as well as on each remote node.
3. Program the IP Connection for the remote node: You can also create IP connections
to represent IPRAs on other nodes within the network. To see these off-node IP connection
fields, you must have a node created in System\Devices and Feature Codes\Nodes.
4. Create an off-node IP connection in the IP Connections field.

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5. Enter the “P6XXY” extension of the off-node IP connection. Again, you must assign a unique
extension to each IP connection within the network. When creating off-node connections
and other IP-related extension numbers, use a numbering plan that associates the exten-
sion to the device and the node on which it resides. For example, the first IP resource on
node 2 would be P6021 (P6 followed by the node number, then the IP resource number).
The second IP resource would be P6022, and so forth.
6. Program a remote IP address, remote audio receive port, and remote listening port in the
IP Connection screen.
7. Program the Node IP Connection Group: The off-node IP connection screen also con-
tains a link to the Node IP Connection Group field to which the IP connection belongs. The
system automatically creates a node IP connection group for each remote node you pro-
gram. A node IP connection group corresponds to an IP network connection between the
local node and a remote node. Changes to the Node IP Connection Group parameters do
not take effect until the next call. Changes do not affect existing calls.

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NODES
The following sections describe local and remote nodes, as shown in the figure below, and how
to create and program them. You must restart DB Programming when you create a node.

You can also use the Networking Wizard to quickly add and configure new nodes. See
“Launching the Networking Wizard“ on page 115 for instructions on how to launch the wizard.
For complete information about the Networking Wizard, refer to the MiVoice Office 250 DB
Programming Help.

LOCAL NODES
The local node is automatically created in DB Programming when the system is installed. For
the local node, you can only assign the description, username, and node number.

REMOTE NODES
Remote nodes are Mitel Advanced Communication Platform systems, such as the MiVoice
Office 250 which are connected to the local node. You must program each remote node with
a node number, node trunk groups, and a search algorithm.

Due to licensing changes in v4.0, an Extended Node Capacity license is no longer

NOTE
required to support above 63 nodes.

PROGRAMMING REMOTE NODE NUMBERS

If you change the node number, the system resets when you exit.

To change the current node number:

1. Select System – Devices and Feature Codes – Nodes – <node>.
2. In the Value column, type the new number in the box. If the number you entered conflicts
with an existing node number, an error message appears. You must change the number
to a valid value.
3. Click out of the field or press ENTER to save the change.

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CHANGING REMOTE NODE INFORMATION

You can change the node description or user name.

To change the description and user name:

1. Select System – Devices and Feature Codes – Nodes – <node>.
2. Select the appropriate field, and then type the new information in the box. Descriptions can
have up to 20 characters; Usernames can have up to 10 characters. Do not use slash (/),
backslash (\), vertical slash ( | ), or tilde (~) characters in usernames. Do not use Control
characters in descriptions or usernames.
3. Click out of the field or press ENTER to save the change.

DELETING A REMOTE NODE

To delete a remote node:

1. Save the database.
2. Restart the session in offline mode. You cannot remove a remote node while the session
is in online mode.
3. Select System – Devices and Feature Codes – Nodes.
4. Right-click the remote node that you want to remove.
5. Select Delete.
6. Click Yes to restart DB Programming.
7. Restore the database to the system in online mode.

REMOTE NODE TRUNK/IP CONNECTION GROUPS

Each remote node has a list of node trunk or node IP connection groups that access other
remote nodes. The node IP connection groups correspond to an IP connection between a
remote node and a local node. For each node in the network, you must define the routes to
every other node. For example, in a network with four nodes, you would define three routes for
each node (one to each of the other three nodes). For an example of node programming, refer
to the MiVoice Office 250 Installation Manual .

PROGRAMMING REMOTE NODE TRUNK/IP CONNECTIONS GROUPS

To program the node trunk or node IP connection groups included in this node:
1. Select System – Devices and Feature Codes – Nodes – <node>.
2. Double-click Node Trunk/IP Connection Groups.
3. Do the following:

To add trunk or IP connection groups to the list:

Note that this is an ordered list. Place the trunk or IP connection groups in the order you
want them to be accessed when the hunt group (if applicable) receives calls.

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• To add to the bottom of the list: Do not select any existing trunk or IP connection groups.
• To add to the list above an existing trunk group: Select the trunk or IP connection group.
a. Right-click in the right pane, and then click Add To Node Trunk/IP Connection
Groups List. A window appears prompting for the device type to include.
b. Select Node Trunk Group or Node IP Connection Group, and then click Next.
c. The items with details appear. To view items in a list only, click List. Select the items
(you can use the SHIFT or CTRL key to select more than one item), and then click
Add Items.
d. When you have added all the node trunk groups necessary, click Finish. The selections
appear in the list. To view programming options, double-click the extension number.
• To move a trunk or IP connection group to another location in the list:

Drag and drop the trunk or IP connection group to the new position. Or, select the trunk
or IP connection group to move and press CTRL + the up/down arrow to move the
trunk or IP connection group up or down in the list.

DELETING NODE TRUNK GROUPS

To delete a node trunk group:

1. Select System – Devices and Feature Codes – Nodes – <node>.
2. Double-click Node Trunk/IP Connection Groups.
3. Select the node trunk or IP connection group.
4. Right-click, and then select Remove Selected Items. The item is removed from the list.

USING A REMOTE NODE SEARCH ALGORITHM

The search algorithm determines whether the node trunk groups are accessed in linear or
distributed order:
• Linear: The system first attempts to route a call through the first node trunk group listed.
If it is unable to route through that node trunk group, it attempts to route the call through
the second node trunk group in the node. The system continues to attempt to route the call
through the subsequent node trunk groups listed in the node until it successfully routes the
call or exhausts all node trunk groups in the list.
• Distributed: The system equally distributes the first node trunk group used with each call.
For example, if the system routed the first call through the first node trunk group in the node,
it routes the second call through the second node trunk group in the node.

Determining the order to list the Node Trunk or IP Connection Groups in a node and when to
use Linear or Distributed search type depends on your system configuration and traffic. For
example, if the Node Trunk or IP Connection Group List has more than one trunk group that
connects to the same node, you should use the Linear search type instead of Distributed. For
more information, refer to “Appendix A: Private Networking,” in the MiVoice Office 250
Installation Manual .

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To set the search algorithm:

1. Select System – Devices and Feature Codes – Nodes – <node> – Search Algorithm.
2. In the Value column, select either Linear or Distributed.
3. Click out of the field or press ENTER to save the change.

PROGRAMMING REMOTE NODE AUDIO FOR CALLS CAMPED ONTO THIS

DEVICE

The Audio for Calls Camped onto this Device field defines the audio that callers hear when
camped-on to the node trunk or IP connection group. For more information about audio settings,
see “Device Audio for Calls Settings“ on page 438.

To program the Audio for Calls Camped onto this Device field:
1. Select System – Devices and Feature Codes – Nodes – <node> – Audio for Calls Camped
onto this Device.
2. In the Value column, select the option from the list.
3. Click out of the field or press ENTER to save the change.

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LAUNCHING THE NETWORKING WIZARD

The Networking wizard allows you to quickly configure IP networking or T1/E1 PRI networking
for existing or new nodes. See “Launching the Networking Wizard“ on page 115 for instructions
on how to launch the wizard. For complete information about the Networking Wizard, refer to
the MiVoice Office 250 DB Programming Help.

To start the IP/PRI Private Networking Wizard:

From the DB Programming menu bar, select Tools, and then select Networking Wizard. The
Networking Wizard Welcome screen appears.

For complete information about the Networking Wizard, refer to the MiVoice Office 250 DB
Programming Help.

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IMPORTING AND EXPORTING NODE DEVICES

Perform this option after hours, when system usage is at a minimum. When another node adds
a new extension or changes an existing extension, username, or description, the network
broadcasts the new extension information to the other nodes in the network. Or, you can export
local device information to other nodes, or import devices from the other nodes to the local
node, using the Export/Import option in this menu. If there is a conflicting (duplicate) extension
in a broadcast from another node, the receiving node ignores the new extension in favor of its
existing extension number.

In the default state, the Enable Voice Processor flag is enabled. If you do not have an
NOTE external voice processing system connected to the MiVoice Office 250, disable this
flag before attempting to import or export information over the network.

If the network is unable to export or import an extension to a node (automatically or using the
Export/Import feature) because there is an active programming session on that node, the node
is unable to communicate with its Voice Processor port, the node is down, or the links to the
node are down, the new extension will not be added to or changed on that node. (If Message
Print is enabled, error messages will indicate any unsuccessful broadcasts.) You must manually
add or change the new extension in the node database or try to export or import it later. You
may want to check each node to verify that their off-node device lists are programmed properly
to allow access between the nodes.

Extension numbers that exist before the network is established will not be automatically
broadcast to other nodes, until they are modified. They must be exported or imported using the
Export/Import option or programmed manually at each of the other nodes. Also, each node can
have only 8000 off-node device entries in its database. When that limit has been reached, new
devices received through network broadcasts cannot be added to that node database.

To export or import devices:

1. Launch System Administration & Diagnostics, and then start a DB Programming session.
2. From the DB Programming menu bar, select Operations – Export/Import Devices. The
following dialog box appears. You must have a programmed Node to export or import
information from the node.

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3. Select the following information, and then click Export or Import. Or, click Close to cancel
the operation without exporting or importing any information.
• Remote Node Number: Select the node(s) you want to export the information to or
import the information from, by placing checks in the appropriate boxes. Click Select
All or Unselect All to select or unselect all of the nodes.
• Device Type: Select any combination of device types you want to export or import by
checking the appropriate boxes. IP device information is automatically included if you
import or export all phones. In addition, IP SLAs are automatically included if you import
or export all single line sets. Click Select All or Unselect All to select or unselect all
of the device types.

NOTE ACD agents may be imported or exported the same as the other device types.

When you click to begin the export or import operation, the upper panel shows the export or
import status.

If you are exporting information, the node you are exporting from is listed as “Node X: Export
Source.” The destination node or nodes will show the node number and the current status of
the export. Once the import from a node is completed, either successfully or unsuccessfully,
the import source node displays the final status of the import. The screen will show messages
as explained in Table 16 on page 118.

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Table 16: Node Status Descriptions

STATUS MEANING
Starting Up Indicates that the node is attempting to initiate the export.
Creation XX% This node is XX percent done with the creation portion of the export.
Deletion XX% This node is XX percent done with the deletion portion of the export.
COMPLETED This node successfully completed the export.
Waiting... When importing, this status indicates that this node is waiting for another
node to finish before it can become an import source
Error – Not Reachable The export to the node failed because the export source node could not
communicate with this node.
Error – Phone The export to the node failed because someone on the node was
Programming performing Phone Programming.
Error – Voice Processor The export to the node failed because the link to the Voice Processor is
down.
Error – DB Programming The export to the node failed because someone on the node was
performing DB Programming.

4. After completing an import operation, close DB Programming to update the database.

If the local node cannot communicate with the remote node, the export or import will fail.
Before you attempt to export or import information, verify that you can reach the remote
node by dialing the extension assigned to the remote node. If you hear dial tone, you should
be able to successfully export or import information. If you receive a NOT REACHABLE
message, you must determine why calls are not properly being routed to the specified
remote node before you can export or import information. If you camp on to a node while
trying to reach the remote node, wait for the node trunk group to become available so that
you can guarantee the remote node can be reached.
5. After attempting to export or import information, check Message Print output for error
messages:
• If a programming session is active on the remote node, you cannot export information
to that node until the programming session has been terminated. Also, if the remote
node has a Voice Processor and the link is down, the export will fail on the remote node.
• If an existing extension on the remote node conflicts with an exported extension num-
ber, you will see one of the error messages listed in the following table. The error
message indicates the resulting action on the remote node. In the example used in
Table 17 on page 119, the device information was exported from local node 1 to remote
node 2.

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Table 17: Example of Exporting an Extension from One Node to Another

EXTENSION # EXISTING
EXPORTED FROM EXTENSION # ON
LOCAL NODE 1 REMOTE NODE 2 RESULTS ON REMOTE NODE 2
Phone 1000 Phone 10 WRN DB CP Device Info Import For ID(1:'1000')
Failed: Conflict with existing extension
Phone 1000 Phone 100 WRN DB CP Device Info Import For ID(1:'1000')
Failed: Conflict with existing extension
Phone 1000 Phone 1000 WRN DB CP Device Info Import For ID(1:'1000')
Failed: Conflict with existing extension
Phone 1000 Off-Node Device WRN DB CP Device Info Import For ID(1:'1000')
ID(3:1000) Failed: Conflict with existing extension
Phone 1000 Unassociated Mailbox Off-Node Device ID(1:1000) created and Mailbox
1000 1000 is associated with the off-node device
Hunt Group 2000 Unassociated Mailbox Off-Node Device ID(1:2000) created and Mailbox
2000 2000 is associated with the off-node device
Phone 1000 Unassociated Mailbox Off-Node Device ID(1:1000) created and
100 Unassociated Mailbox is deleted
Phone 1000 Off-Node SL-Set ID Off-Node Device ID(1:1000) deleted and Off-Node
(1:1000) Device ID(1:1000) created
Page Port 91000 Unassociated Mailbox Off-Node Device ID(1:91000 or 1:99000) created
(99000 in Europe) 91000 (or 99000) and Mailbox 91000 (or 99000) remains
unassociated
Phone 1000 Off-Node Device ID WRN DB CP Device Info Import For ID(1:'1000')
(1:10XX) Failed: New extension matches existing wildcard

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MODEMS
You can create off-node devices for modems on the other nodes and program individual
modems on the Local node, as shown in the figure below.

NOTICE
Possible Database Corruption. Poor line quality may cause data transmission problems when
the modem connection exceeds 19200 baud. For this reason, Mitel recommends that you do not
use the modem to restore the database. If you attempt a restore using the modem, the database
may become corrupt.

OFF-NODE MODEMS
You cannot program off-node modems across an IP connection. Also, you must
IMPORTANT program a remote node on the system before you can create an off-node modem
extension.

Off-node modems allow access to modems on other nodes. When you double-click a remote
node, a list of its existing off-node page modems with extensions, descriptions, and usernames
appears. You can create or delete off-node modems. After you create the modems, you can
change modem extensions and enter descriptions and usernames. When programming
modems, follow a universal numbering plan (for example, the extensions must be unique).

NOTICE
System Instability. Do not create or delete more than 2000 off-node devices at a time. Batch
creating more than 2000 off-node devices may cause system problems.

To program off-node modem extensions:

1. Select System – Controller – Devices and Feature Codes – Modems –<node>.
2. Right-click in the right pane, and then select Create Off-Node Modem.
3. Select the starting extension and the number of modem extensions you want to create.
The extension you assign to the off-node modem must match the extension programmed
locally on that node. For example, if the modem extension for node 2 is 1502, the off-node
modem extension on other nodes must be 1502.

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4. For each extension, program the description (using up to 20 characters) and the user name
(using up to 10 characters). After you program the off-node modem extension, you can
use the off-node modem extension for the same functionality as the local modem extension.

LOCAL MODEMS
You can program local modems.

PROGRAMMING LOCAL MODEM INFORMATION

All modem extensions should have a description and a username.

To program the local modem description and user name:

1. Select System – Devices and Feature Codes – Modems – Local.
2. Enter the description and user name. The description can be up to 20 characters long. The
user name, which appears on display phones, can have up to 10 characters. To program
the names, select the desired text box and type the entry. Do not use slash (/), backslash
(\), vertical slash (|), or tilde (~) characters in usernames. Do not use Control characters in
descriptions or usernames.
3. Click out of the fields or press ENTER to save your changes.

CONFIGURING LOCAL MODEMS

To configure local modems:

1. Select System – Devices and Feature Codes – Modems – Local.
2. Double-click a modem extension, and then program either of the following fields:
• Modem Enabled: Allows the modem to accept incoming calls, if enabled. If disabled,
the modem does not accept incoming calls, and INVALID EXTENSION appears on dis-
play phones. By default, this is set to Yes. You can also use the administrator phone
to reset the modem. For more information about using the administrator phone, refer
to the following guides:
• MiVoice Office 250 Phone Administrator Guide, part number 580.8001
• MiVoice Office 250 Unified Voice Messaging Administrator Guide, part number
580.8009.
• Minimum Bit Rate: Select the minimum bit rate the modem will use for its connection.
The range is 9600–33600; the default value is 9600.
3. After programming the modem information, assign the modem extension as the following:
• Trunk Group Ring-In Destinations: Allows remote access of the modem using a trunk
call. See “Day or Night Multiple Ring-In Types“ on page 536.
• Call Routing Table Ring-In Destinations: Allows modem access using one or more
specific phone numbers. See “Call Routing Tables“ on page 264.
• Voice Mail Extension ID for Auto Attendant and Digit Translation: Allows modem
access through the Auto Attendant or Voice Mail extension. See “Extension IDs“ on
page 948.

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SYSTEM MANAGER
System Manager is a server-based application that centralizes the management functions of
the system and its peripheral products. To interface with System Manager:
• Call Processing requires a System Manager agent account for each node that will connect
to the System Manager server.
• You must upload the Certification Authority (CA) certificate for System Manager. If you do
not upload the CA certificate, you will not be able to access DB Programming through the
System Manager Web interface.
• You must configure DB Programming to connect to System Manager.

For details about agent accounts and DB Programming requirements, refer to the System
Manager Installation and Maintenance Manual, part no. 835.2743.

CONFIGURING THE NODE TO INTERFACE WITH SYSTEM MANAGER

To allow remote management, each system node must physically connect to the System
Manager server. After a connection is established, the node is considered an “agent” to System
Manager.

To configure the node to interface with System Manager:

1. Under System, double-click System Manager. If you have not selected a time zone, a
warning message appears. You must first program a time zone before you can enable
System Manager changes.
2. Configure the following options:
• Enable Connection: Determines whether or not the node will attempt to connect to
System Manager. Enable the option to allow the node to connect to System Manager.
If disabled, the node will not connect to System Manager. By default, this option is
disabled.
a. In the Value column, select the check box. The field changes to Yes. To disable the
option, clear the check box.
b. Click out of the field or press ENTER to save the change.
• History Capacity Limit: Sets the size limit of the history message buffer for the Call
Processing agent before messages are sent to Call Processing.
a. In the Value column, click the current value.
b. Type the new number or select the new number from the list.
c. Click out of the field or press ENTER to save the change.
• IP Address: Identifies the IP address of the System Manager server.
a. In the Value column, click the current Value. The Edit IP Address dialog box appears.
b. Type the correct IP address, and then click OK. By default, this value is
192.168.200.1.
c. Click out of the field or press ENTER to save the change.

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• Password: Identifies the password for the agent account that is programmed in System
Manager. System Manager has been replaced by System Administration and
Diagnostics.
The Username and Password fields must match the information that is programmed in
NOTE System Manager. If these fields do not match the agent account information, the node will
not connect to System Manager.

a. In the Value column, click the current value.

b. Enter the password, up to 64 characters. This field is case-sensitive.
c. Click out of the field or press ENTER to save the change.
• Port: Identifies the port used to connect to the System Manager server.
a. In the Value column, click the current value.
b. Type the new number. The valid range is 1025–65535; the default value is 3707.
c. Click out of the field or press ENTER to save the change.
• Require System Manager ACK: When enabled, Call Processing sends an acknowl-
edgement to the Call Processing agent whenever the Call Processing agent sends Call
Processing a history message.
a. In the Value column, select the check box. The field changes to Yes. To disable the
option, clear the check box.
b. Click out of the field or press ENTER to save the change.
• Send CPH to System Manager: When enabled, the Call Processing agent sends
history messages to Call Processing.
a. In the Value column, select the check box. The field changes to Yes. To disable the
option, clear the check box.
b. Click out of the field or press ENTER to save the change.
• Username: Indicates the user name of the agent account that is programmed in System
Manager.
a. In the Value column, click the current value.
b. Enter the user name, up to 64 characters. This field is case-sensitive.
c. Click out of the field or press ENTER to save the change.
• Valid CA Certificate: Read only field that shows whether or not the CA certificate is
valid. If not, you must upload the certificate. See the following section.

UPLOADING THE SYSTEM MANAGER CA CERTIFICATE

If a node will connect to System Manager, you must upload the Certification Authority (CA)
certificate. The certificate allows the node to use Secure Socket Layer (SSL) for secure
connections.

NOTE You cannot upload the CA certificate while in offline mode.

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To upload the CA certificate:

1. From the DB Programming menu bar, select Operations – System Manager CA Certifi-
cate Upload.
2. When prompted, click Browse, and then locate the CA certificate. The certificate (*.cer)
is usually in the following directory: C:\Program Files\Mitel\System Manager\CA.
3. Click Start. The CA certificate is uploaded.

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PRIVATE IP NETWORKING
This section describes how the MiVoice Office 250 handles Private IP Networking:
• IPRA Resources below
• Compatibility with Existing Products below
• Resource Allocation on page 125
• Resource Reservation on page 127
• IP Device Resource Manager on page 127
• Data Connections on page 127
• Audio Connections on page 128
• IP Connections and IP Connection Groups on page 128
• QoS on page 128
• Audio Connections to IP Devices on page 128
• DTMF Configuration on page 129
• Diagnostics on page 129
• NAT Traversal for IP Phones on page 129
• Automatic NAT Detection on page 130

IPRA RESOURCES
The Internet Protocol Resource Application (IPRA) supports both IP devices and private
networking. IPRA supports up to 32 IP resources, including MGCP trunks, SIP gateway trunks,
multi-protocol phones, or IP networking ports.

COMPATIBILITY WITH EXISTING PRODUCTS

The MiVoice Office 250 supports several private networking configurations with various
components. Consider the component compatibility when setting up a private network. Between
any two phones, there can be IPRAs or T1M or T1M-2 modules connecting T1, T1/PRI or E1/
PRI spans, and IP Networking Resources. Each of these components can communicate only
with like components.

For example, an IPRA on one node can communicate directly with an IPRA on another node,
but not with a T1M or T1M-2 module or with an IP Networking Resource. While the IPRAs, T1M
or T1M-2s, and IP Networking Resources cannot communicate directly, they can still be used
in the same system multi-node network.

RESOURCE ALLOCATION
System resources for Private IP Networking are allocated in the following manner:
• IP Networking Resources: The system allocates IP Networking resources upon call setup.
If the resources necessary to complete a call are not available, the call camps-on to the

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resources and the system does not deliver the call to its destination until the resources are
available.
• Camp On: Similar to private networking using T1/PRI or E1/PRI, the system first attempts
to route a call using every programmed route. If all routes fail, the system then camps on
to the first programmed route.
• Transfers: The system does not release IP Networking resources following a transfer, even
if those resources are no longer needed for the current audio configuration.

For example, device A on node 1 calls device B on node 2 using IP Networking Resource
W on node 1 and IP Networking Resource X on node 2.

Device A Device B
IP IP
Networking Networking
Resource Resource
W X

Node 1 Node 2

Device B transfers the call to device C on node 3 using IP Networking Resource Y on node
2 and IP Networking Resource Z on node 3 for the transfer announcement call.

Device A Device B Device C

IP IP IP
Networking Networking Networking
Resource Resources Resource
W X and Y Z

Node 1 Node 2 Node 3

When device B hangs up to complete the transfer, the system may optimize the route such
that the system uses only IP Networking Resource W on node 1 and Resource Z on node
3 to make the audio connection. However, the system does not release Resources X and
Y on node 2 for use by other calls.

Device A Device B Device C

IP IP IP
Networking Networking Networking
Resource Resources Resource
W X and Y Z

Node 1 Node 2 Node 3

Additional IP Networking Resources may be allocated if a call is transferred to multiple

NOTE
locations.

• Multiple Ring-In Calls: The system reserves IP Networking Resources for each leg of a
complex call. However, once the call is answered, the system releases all Resources that
are allocated for legs that no longer exist.

For example, device A on Node 1 calls an All-Ring Hunt Group with three members on
Node 2. The system reserves three IP networking resources on each node, allowing each
member to receive an incoming call ring.

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 Private Networking and System Nodes

Device A Hunt Group

IP IP
Networking Networking
Resources Resources
A, B, C X, Y, Z

Node 1 Node 2

If only two IP networking resources are available on one of the nodes, the system reserves
the two available IP networking resource pairs and rings only two members, applying Camp
On to the third resource pair. Once a Hunt Group member answers the call, the system
releases the extra resources such that only one resource on Node 1 and one resource on
Node 2 are used.

Device A Hunt Group

IP IP
Networking Networking
Resource Resource
A Z

NODE 1 Node 2

RESOURCE RESERVATION
The Resource Reservation Tool provides the interface for reserving IP resources for devices
or applications in an oversubscribed system. After IP resources are reserved for particular
purposes, the remaining resources are shared on a first-come, first-served basis. See page 675
for details.

IP DEVICE RESOURCE MANAGER

The IP Device Resource Manager maintains all IP resource requests in the system along with
all allocated IP resources in the system. See page 1147 for details.

DATA CONNECTIONS
The following data connections are maintained by the Private IP Networking feature:
• Data Channels: The system maintains one data connection between each node pro-
grammed for Private IP Networking. The system uses this data connection for call control
and datagram messaging. When a data connection fails, the system attempts to establish
a new connection using alternative IPR application resources if they are available. If all
data connections fail, the system may drop calls in progress, and further call attempts using
the connection are blocked.
• Route Optimization: Call control route optimization using IP works almost identically to
call control route optimization using T1/E1/PRI. The system identifies instances where a
call passes through the same node twice (a route loop) and eliminates the loop. The system
releases all resources within the loop, including DSPs.

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AUDIO CONNECTIONS
The system monitors the following audio connections:
• Audio Connection Status
• Audio Connection Parameters
• Audio Route Optimization
• Insufficient Bandwidth

See page 1144 for details.

IP CONNECTIONS AND IP CONNECTION GROUPS

The following are IP Connection and Node IP Connection Group descriptions.
• IP Connections: Contain the programming information for each IP connection in the net-
work. The extensions associated with each connection are automatically added to this folder
when local or remote IP connections are created. Programmable information for each
connection includes IP addresses, gateway addresses, subnet masks, backplane config-
urations, and so forth. For programming instructions, see “System and Device IP Settings“
on page 627.
• Node IP Connection Groups: Correspond to an IP network connection between the re-
mote node and the local node. Node IP Connection Groups are automatically added for
each remote node created. Programmable information for each Node IP Connection Group
includes IP call configurations, emergency outgoing access lists, outgoing access lists, and
so forth. For programming instructions, see “Node IP Connection Group“ on page 655.

QOS
The system sets the ToS (Type of Service) bits in the IP packet headers to aid the network in
implementing Quality of Service (QoS). The system uses the Audio RTP Type of Service and
Data Type of Service flags to set the appropriate ToS bits in the header. For programming
instructions, see “Local Processor Module and Expansion Card IP Settings“ on page 645.

AUDIO CONNECTIONS TO IP DEVICES

The system recognizes that both IP phones and voice resources on IPR application resources
configured for private networking require different audio connection parameters than other
devices in the system.

The affected connection parameters include:

• Gain Values: For the purpose of gain adjustment, the system recognizes IP phones and
IP connections as IP devices and adjusts the gain settings accordingly.
• Enhanced Speakerphone Mode: When a phone connects to an IP phone or to a voice
resource on the IPR application, the system does not allow the phone to enter enhanced
speakerphone mode. Enhanced speakerphone mode does not function properly when the
audio travels over an IP network.

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Sometimes the system may not detect that a call is connected over an IP network. If this
NOTE situation occurs, the system may allow users to enable enhanced speaker phone mode,
which will degrade the call quality.

DTMF CONFIGURATION
You can program the IPR application to use a specific set of values that affect DTMF detection.
This configuration allows you to make the system more or less sensitive to DTMF tones, which
ultimately affects the amount of talkoff. In general, the more sensitive the system is to DTMF
tones, the more likely talkoff is to occur. For programming instructions, see “DTMF Detection
Information“ on page 964.

DIAGNOSTICS
The IP Networking application includes several tools for performing diagnostics when
troubleshooting. These tools are separate from call processing and can display only information
local to the IPR application. There are also programming displays to control how the call
behaves.

The four groups of diagnostics tools are as follows:

• Web/HTML: Contains displays that have a graphical interface for ease of use.
• Message Print: Allows you to see any information, warning, or debug messages when a
predetermined condition, such as a bus error, occurs.
• Exception Log: Is a collection of Exception Log entries that signify major violations, errors,
or events. Major resets, minor resets, code-checker exceptions, bus errors, and unhandled
exceptions are examples of Exception Log entries.
• IPR Application Logs: Executed from the olm_bin directory, application diagnostic com-
mands provide IPRA diagnostic information in log format.

NAT TRAVERSAL FOR IP PHONES

Network Address Translation (NAT) is a method for translating internal IP addresses or network
addresses into public Internet addresses.

The MiVoice Office 250 supports connecting with IP phones over the Internet while allowing
networking to utilize a customer's wide area network (WAN) behind a Network Address
Translation (NAT)/firewall. This system enhancement was not available in the initial v1.0
release.

This enhancement permits a system residing behind a NAT/firewall to utilize a static IP address
to allow IP phones from the Internet to traverse, or bypass, the NAT. This capability is useful
because NAT does not translate IP addresses in the payloads of IP packets, and VoIP traffic
on the Internet is subject to Quality of Service (QoS) problems.

The MiVoice Office 250 can be programmed to use the appropriate address for each IP phone—
Native (internal to the WAN) or NAT (external to the WAN). In other words, instead of depending
on NAT, the MiVoice Office 250 can be programmed to use the appropriate IP address when
communicating with external IP phones.

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Features and Programming Guide

For instructions to implement near-NAT traversal for IP phones, see “NAT Address Type“ on
page 260.

The preferred method to deploy remote phones (teleworker phones) is to connect a Mitel Border
Gateway to the MiVoice Office 250.

For more information about networking options in general, refer to “Appendix B: Network IP
Topology,” in the MiVoice Office 250 Installation Manual .

AUTOMATIC NAT DETECTION

Automatic NAT Detection applies to older legacy phones only, and is not supported on the
NOTE
new 53xx and 86xx serise IP phones.

Automatic Network Address Translation (NAT) Detection allows Mitel IP phones to operate
inside or outside a private network NAT or firewall without having to change the NAT Address
Type field in the IP Settings folder in DB Programming every time the phone is relocated. The
feature enables Mitel hard IP phones and the Mitel 8602 IP softphone to place and receive
calls either from inside or outside a Mitel private network. An example NAT configuration is
shown in the figure on page 115.

NAT TRAVERSAL FOR IP PHONES

The MiVoice Office 250 supports the connection of IP phones from the public network when
the MiVoice Office 250 is located inside a local area network (LAN).

To accomplish this near-end NAT traversal capability, the MiVoice Office 250 is programmed
with both its Native IP address and the corresponding statically NATed public IP address. The
platform being programmed with both addresses allows system-defined IP phones calling in
from the Internet to traverse the NAT/firewall.

AUTOMATIC DETECTION FOR NAT TRAVERSAL

The Automatic NAT Detection feature takes near-end NAT traversal one step further. An IP
phone designated with the Auto NAT Type in DB Programming automatically selects the
appropriate NAT or Native IP address. This feature allows the IP phone to be moved from inside
a NAT to outside and back again without programming intervention.

If the default Auto NAT Type is designated for an IP phone in DB Programming, the Auto NAT
Detection feature determines the correct IP address to use when the phone comes online.
Once the NAT type is determined, the IP phone uses the setting for all calls. However, the NAT
IP address associated with the system must be programmed manually in order for the NAT
detection test to run.

This feature does not work with:

• SIP Trunks
• MGCP Gateways
• MGCP phones
• 52xx\53xx phones
• IP Gateways
• IP trunks

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 Private Networking and System Nodes

• Mitel wireless 8664, 8665, and 8668 phones

• Mitel IP phones in SIP mode
• non-Mitel SIP phones.

Firmware on these phones cannot run the Auto NAT Detection test. For these phones, manually
select the NAT Type setting in DB Programming.

Neither automatic nor manually selected NAT traversal applies to the 8601 SoftPhone for Pocket
PC application.

The figure below shows the configurations of phones programmed for the three NAT Types in
DB Programming.

the MiVoice Office 250 Native IP Address

IP Phone IP Phone
or Softphone or Softphone
application application

IP Phone

or

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Features and Programming Guide

COMPONENT COMPATIBILITY FOR 99 NODES

SUPPORT
This section contains the following information:
• 99 Nodes Support Component Compatibility Table below
• Troubleshooting the 99 Nodes Features on page 133
Due to licensing changes in v4.0, an Extended Node Capacity license is no longer required
NOTE
to support above 63 nodes.

99 NODES SUPPORT COMPONENT COMPATIBILITY TABLE

The table below lists component version numbers that have been validated to support the 99
Nodes system feature.

Mitel recommends that you use these versions if you are using the 99 Nodes feature, so you
NOTE
should upgrade to the latest non-chargeable upgrade available.

V4.0 OR
MIVOICE OFFICE 250 VERSION V2.3 V2.4 V3.0 V3.1 V3.2 LATER
Applications
CT Gateway 4.30x 4.40x or Later

Database Programming 2.3.6.46 2.4.x.x 3.0.x.x 3.1.x.x 3.2.x.x or Later

System Manager 2.0.6.10 2.0.6.104 or Later

2

Auxiliary Applications
Attendant Console 3.004 3.1x or Later

Contact Center Suite 4.11.0030 4.2.1.x or Later

Customer Service Manager (see Contact Center Suite) 5.0.0.x or Later
Unified Communicator® 4.0.x.x or Later
Unified Communicator for the MiVoice (see Unified Communicator) 5.0.x.x or Later
Office 250
Unified Communicator Advanced Not Supported 3.0.x.x or Later
Unified Messaging Open Standards Edition 1.0 2.0 or Later
(OSE)
Unified Messaging v2.2 (VPU) 2.222 Not Supported
Unified Messaging v2.3 2.365b Not Supported

Devices
52XX/53XX Not Supported 1.06.00.04 or Later

Page 1 of 2

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 Private Networking and System Nodes

V4.0 OR
MIVOICE OFFICE 250 VERSION V2.3 V2.4 V3.0 V3.1 V3.2 LATER
8528/8568 Not Supported All Versions
8660 8.2.2 8.3.0 or Later
8664/8665/8668 1.0.0.4 or Later
8600/8620/8662 2.2.02 2.2.04 or Later
8690 1.1.8 or Later
IP PhonePlus 8.1.0 or Later
IP SLA 8.1.0 8.2.0 or Later

Page 2 of 2

TROUBLESHOOTING THE 99 NODES FEATURES

Table 18 contains troubleshooting information for 99 Nodes support.
Table 18: 99 Nodes Support Troubleshooting Tips

Symptom Possible Cause Corrective Action

Increased Node Capacity: A system The node that is resetting is running Upgrade the node to v2.1 or
is continuously experiencing software an invalid software version. After the later.
exceptions and resetting. The system network is operating at a 63+ node
resides in a network of 63+ nodes. The network, nodes cannot downgrade to
node is running earlier than v2.1 earlier than v2.1.
software.
Attendant Console Causes Slow- This is a “brute force” OAI command Leave the Attendant Console
Downs: The system slows down when that requests all the off-node device running continuously rather
an Attendant Console application information from the system. The slow than shutting off the
connects to a system. down is directly related to the number application during non-work
of off-node devices in the system. hours. This will reduce the
number of refreshes the
console performs to get status
of the devices in the network.
“Brute Force” Network Broadcasts: Insufficient IP networking resources. This condition of oscillating on
The system uses the last IP resource. the last IP resource is
The system sends a broadcast undesirable. If the system is in
message to all nodes in the network to this state, upgrade to a
inform them that it cannot handle IP Processor Expansion card to
networking calls. As an IP resource increase the number of IP
frees up, the system sends a resources, or attempt to
broadcast message to all nodes in the reduce the number of IP
network again to inform them that it phones to allow more
can handle IP networking calls. If the networking IP resources. Note
system oscillates between this last IP that v2.1 or later system has
resource, it can cause a tremendous been modified to prevent the
amount of IP traffic on the entire “brute force” network
network. broadcasts.

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TROUBLESHOOTING IP NETWORKING ISSUES

This section contains the programming tips for the following issues:
• IP Networking below
• Network Node on page 137

IP NETWORKING
Table 19 summarizes the troubleshooting strategies recommended for resolving discrepancies
that may occur with IP networking.

Table 19: IP Networking Troubleshooting Tips

SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION
Cannot make calls across No VoIP channels are Make sure you have the proper networking
the IP network available. resources allocated.
The remote IP address is Make sure the off-node IP connections have the
programmed incorrectly. correct Remote IP Address programmed. See
“Remote Node IP Connections“ on page 654.
This address must match the IP address
programmed locally on that node.
The node cannot find the IP Make sure the correct Node IP Connection Group
connection. is added to the appropriate node. See “Remote
Node IP Connections“ on page 654.
No audio on network calls Improper configuration of IP Refer to Appendices A and B for network
connections, firewall and/or configuration guidelines in the MiVoice Office 250
network address translation Installation Manual .
(NAT)
The audio stream receive Make sure the audio stream ports fields match for
ports are not programmed the affected nodes. See “Local Processor Module
correctly. and Expansion Card IP Settings“ on page 645.
Phone display shows The data network does not Run your preferred Network Monitoring software
INSUFF BANDWIDTH FOR meet the minimum to assess the data network.
VOICE specifications required for IP
networking.

The data network is Contact your network administrator.

experiencing problems (for
example, excessive packet
loss and traffic).
One-way audio on network Improper configuration of IP See Appendices A and B in the MiVoice Office 250
calls connections, firewall and/or Installation Manual for network configuration
network address translation guidelines.
The audio stream receive Make sure the audio stream ports fields match for
ports are not programmed the affected nodes. See “Local Processor Module
correctly. and Expansion Card IP Settings“ on page 645.

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Table 19: IP Networking Troubleshooting Tips (continued)

SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION
Poor call quality on network The data network is Contact your network administrator.
calls experiencing problems (for
example, excessive packet
loss and traffic).
The data network does not Run your preferred Network Monitoring software
meet the minimum to assess the data network. Then verify that your
specifications required for data network meets the minimum specifications.
VoIP.
The G.711 vocoder is using Switch to a G.729 vocoder, which uses less
too much bandwidth. bandwidth.
The G.729 vocoder is Switch to a G.711 vocoder, which does not
compressing audio data, compress audio data, resulting in higher call
resulting in poorer quality. quality.
Choppy audio Adjust the Audio Frames per Packet in DB
programming. Try adjusting it up or down to see if
it improves audio quality.
DTMF tones are not DTMF tone length is too Set the DTMF Digit Duration/Pause field to 100ms
detected short. or higher. See “Timers and Limits“ on page 784.
The wrong DTMF vocoder is Make sure the DTMF Encoding field is set to either
programmed. G.711 or RFC2833. See “DTMF Encoding Setting“
on page 663.
Cannot fax across the IP faxing resources are not Make sure you do not have more IP fax resources
network allocated appropriately. allocated than networking resources.
Insufficient bandwidth Run your preferred Network Monitoring software
to determine bandwidth requirements.
The network is experiencing There is a port conflict or the Try changing the ports associated with IP call
audio and/or connection firewall, NAT, or router is control and/or audio. Make sure none of them
problems blocking the port. conflict with ports that other protocols use (for
example, SIP uses 5060). See Appendices A and
B in the MiVoice Office 250 Installation Manual for
network configuration guidelines.
Improper configuration of IP See Appendices A and B for network configuration
connections, firewall and/or guidelines.
network address translation.
Insufficient bandwidth Run your preferred Network Monitoring software
to determine bandwidth requirements.

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Table 19: IP Networking Troubleshooting Tips (continued)

SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION
Echo is heard (half-duplex) Noise levels are too high. Talk at a lower volume while on a call.
Callers are talking at the When simultaneous and similar audio on both
same time (doubletalk). sides of the call is detected, the application may try
to cancel this perceived “echo,” causing audio and
echo problems. Try to avoid doubletalk.
The data network does not Run your preferred Network Monitoring software
meet the minimum to monitor and analyze network traffic for at least
specifications required for IP 24 hours to assess the networks ability to support
networking. VoIP call(s).
The backplane configuration Change the backplane configuration settings. See
settings (echo settings in the “Echo Profiles“ on page 761.
particular) are not
optimized.
Cannot call devices on other Wrong Off-Node IP Check IP Connection IP Addresses on the local
nodes after configuring IP Connection IP Address. and the remote nodes.
Network using the
Missing IP Connection Verify that there's a Node IP Connection Group in
Networking Wizard.
Group or Off-Node IP the target node's Node Trunk/IP Connection
Connection. Groups folder. Make sure there's an Off-Node IP
Connection in that NIPCG, and verify the IP
Address.
Missing IP Networking Port Check the License and software license features
License(s) or Private for Networking.
Networking software
license.
WAN connection is down. Check your WAN connection.
Cannot call devices on other No B-Channels. Make sure the T1M or T1M-2 module is licensed
nodes after configuring T1/ for PRI, is online, and the appropriate B-Channels
E/PRI Networking using the are equipped.
Networking Wizard.
No Reference Clock. Check reference clock list on this and other nodes.
Make sure one node is master for private and the
other is slave to private.
Cannot import/export to/ Networking is not Verify that there's a Node Trunk/IP Connection
from new target node after programmed correctly. Group to the remote node.
using the Networking
Verify that the Node Trunk/IP Connection Group
Wizard.
includes the Node Trunk Group or Off-Node IP
Connection to the remote node. Depending on the
type of programming.
Refer to the Help file for each programming area.

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Table 19: IP Networking Troubleshooting Tips (continued)

SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION
No audio on a call between The Network Group is set Verify that there is no firewall or NAT between the
two IP devices (in the same for peer-to-peer media, but two phones in the Network Group. See
Network Group) configured there is a firewall or NAT in Appendices A and B in the MiVoice Office 250
to use peer-to-peer media. between phones. Installation Manual for network configuration
guidelines.
Improper configuration of IP See Appendices A and B for network configuration
connections, firewall and/or guidelines.
network address translation
A Network Group is Verify that the Use Peer-to-Peer Media flag is set
programmed to use peer-to- to Yes on all nodes.
peer media on one node,
but not on another node.
A Network Group is not Verify that the Use Peer-to-Peer Media flag is set
configured to use peer-to- to Yes on all nodes.
peer media.

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NETWORK NODE
Table 20 summarizes the troubleshooting strategies recommended for resolving discrepancies
that may occur with a network node.

Table 20: Network Node Troubleshooting Chart

SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION
Cannot access a phone on The phone or application Program a Node Trunk Group, if one does not
another node. Display making the call does not exist. Program outgoing access for the phone or
shows OUTGOING have outgoing access for the application.
ACCESS DENIED Node Trunk Group that it You can use an extension list to make this task
needs easier. See “Extension Lists“ on page 528.
Cannot access a phone on There is no IP connection. For IP networking, make sure you can ping both
another node. Display nodes. For PRI networking, make sure the
shows DESTINATION connection is there and the span is up.
UNREACHABLE
There is no Node IP Program a “P6XXX” Node IP Connection Group for
Connection Group the networked nodes. See “Node IP Connection
programmed for the node. Group“ on page 655.
A single port is busied out on For example, a system has networked node 1 and
a node. node 2. When a single port is busied out on node
1, node 2 will not be notified that the channel has
been busied out. That same port must be manually
busied out on node 2. For more information about
specifying Busy Out commands for ports, see
“Busy Out Manager“ on page 1126.

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Table 20: Network Node Troubleshooting Chart (continued)

SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION
When calling a phone on The off-node device is not Make sure the mailbox is associated with a
another node, using the associated with a mailbox of corresponding extension number. If so, make sure
Automated Attendant, calls the same number the off-node device exists on the node attached to
go directly to voice mail the external voice processing unit using the
without trying the extension Export/Import feature.
number first Then delete the off-node device for the phone that
was associated with the mailbox and create a new
off-node device with a temporary extension.
Change the extension number of the temporary
off-node device to the extension number
associated with the mailbox.
When using a PRI span on The PRI span does not have Enable the CO Provides Tones flag for the span.
another node, calls do not the “CO Provides Tones” See “System Flags“ on page 777.
go out properly (for example, flag enabled
callers hear ringing but there
is no answer)
Cannot establish an IP NATs/firewalls are present. See Appendices A and B in the MiVoice Office 250
connection Installation Manual for network configuration
guidelines.
The IP connection extension Make sure the IP connection extensions (P8XXY)
for the node is not unique. are unique.
There is no Node IP Program a “P8XXX” Node IP Connection Group for
Connection Group the networked nodes. See “Node IP Connection
programmed for the node. Group“ on page 655.
The IP address and subnet Make sure each IPRA has the correct IP address
mask information for each and subnet mask programmed. See the “System
IPRA is not valid. IP Settings“ on page 631.

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Chapter 5
NUMBERING PLANS
Features and Programming Guide

INTRODUCTION
This chapter provides information to program MiVoice Office 250 Numbering Plan options, as
shown in the figure below. The system Numbering Plan determines how the system manages
outgoing calls. Numbering Plan programming options include the following:
• Area Flags on page 141
• Classes of Service (COS) on page 143
• Device Baseline Extensions on page 148
• Automatic Route Selection (ARS) on page 150
• Dial Rules
• Facility Groups
• Route Groups
• Emergency Calls on page 166
• Home Area Codes on page 168
• Toll Strings on page 169
• User Groups on page 172

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AREA FLAGS
U.S. installations only. If your system office codes (digits 4, 5, and 5 in a 10-digit number) and
area codes (digits 1, 2, and 3 in a 10-digit number) overlap, or if toll digits are allowed on toll
calls or long distance calls, you can change the area and office code flags.

The first two flags from the bulleted list below determine how area and office codes overlap.
Table 21 shows the difference between the standard North American Numbering Plan (NANP)
and each of the overlap flags, which are represented by the following variables:
• N = 2–9
• Z = 0 or 1
• X = 0–9

Table 21: NANP and Overlap Flag Differences

NANP/OVERLAP FLAG AREA CODES CAN BE: OFFICE CODES CAN BE:
NANP NZX NXX
Office Codes as Area Codes NZX or NXX NXX
Area Codes as Office Codes NZX NXX or NZX

The following are system Area Flags used for Numbering Plans:
• Office Codes Used as Area Codes: An area code in another location uses an NXX pattern
that matches an office code within the system site area code. Because the system cannot
differentiate between an office code and an area code when the second digit dialed is 0–
9, it will wait for the Interdigit timer to expire or another digit to be dialed before assuming
that dialing is completed.
• Area Codes Used as Office Codes: One or more office codes within the system site area
code use an NZX pattern that is the same as an area code in another area. Because area
codes do not resemble office codes (NXX), end-of-dialing detection is not affected by this
flag.
• Local 7/10 Digit Dialing: When this flag is enabled, outgoing calls are identified as having
reached the end of dialing if the first digits are not a toll field, equal access field, operator
access field, or a local area code. This function speeds up placement of local seven-digit
calls in an area where some local calls require 10 digits.
• Toll Digit Allowed On Toll Local Calls: This option applies only if the area and office
codes overlap. Callers in the site area code usually dial a 1 when placing a call within the
local area code(s).
• Toll Digit Required On Toll Long Distance Calls: This option applies only if the area and
office codes overlap. Callers in the site area code must dial a 1 when placing a call outside
of the local area code(s).

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To enable or disable a Numbering Plan flag:

1. Select System – Numbering Plan – Area Flags – <flag>.
2. In the Value column, select the check box. The field changes to Yes. To disable the option,
clear the check box.
3. Click out of the field or press ENTER to save the change.

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CLASSES OF SERVICE (COS)

This section contains the following information:
• Feature Description below
• Programming COS Options on page 145

FEATURE DESCRIPTION
Class of Service (COS) is used for toll restriction, which prevents system users from placing
outgoing calls. COS designations (01–09 or 01–07) have default values and COS designations.
COS designations 10–16 or 08–16 are blank. Classes of service 02–16 have programmable
dialing patterns, and all have programmable day and night lists of devices.

Exact (complete) pattern matches with classes of service marked as “allowed” always override
exact (complete) pattern matches with classes of service marked as “denied.” Also, partial
(incomplete) pattern matches with classes of service marked as “allowed” always override
partial (incomplete) pattern matches with classes of service marked as “denied.” The only time
a pattern in a denied class of service overrides a pattern in an allowed class of service is when
the match with the denied pattern is exact (complete) and the match with the allowed pattern is

COS FOR U.S. SYSTEMS

The following are COS designations for U.S. systems (for European systems, see page 144):
• COS 01 – ARS Only: (This is a phone COS only. It is not used for trunk groups.) When
enabled, users must use Automatic Route Selection (ARS) to place calls. Users hear re-
order tones when attempting to place a call using any other method. A restricted user can
still select individual trunks if the trunks are designated as “exempt from ARS Only” (see
page 540), were transferred, were placed on hold, or are recalling or ringing. Trunk restric-
tion determines which trunks in the ARS route group can be selected by the phone or voice
processing application.
• COS 02 – Deny Area/Office: This restriction is divided into eight user groups (see
page 172) to allow the use of varying area and office code restriction tables. This reduces
restrictions for some of the phones, voice processing applications, or trunk groups while
increasing restrictions for others. Each phone, application, and trunk group is assigned a
day mode and a night mode user group. Within each user group, you can designate area
codes as restricted, allowed, or extended. Restricting an area code prevents users from
placing calls to that area code. Allowing an area code allows all office codes within that
area code. You can designate an area code as extended to determine which office codes
(up to 800) are allowed or restricted within that area code. For each user group, you can
mark up to 800 area codes as allowed or restricted in the database list, and up to six area
codes can be marked as extended.
• COS 03 – Deny Operator: Calls to numbers that match the dial patterns for this class of
service (defaults to [Q]RN+, [Q]R0, and [Q]RE) are restricted, unless the number also
matches a dial pattern in an “allowed” class of service that is assigned to the phone, voice
processing application, or trunk group.

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• COS 04 – Deny Toll Access: Calls to numbers that match the dial patterns for this class
of service (defaults to [Q]TN+ and [Q]TE) are restricted, unless the number also matches
a dial pattern in an “allowed” class of service that is assigned to the phone, voice processing
application, or trunk group.
• COS 05 – Deny International: Calls to numbers that match the dial patterns for this class
of service (defaults to [Q]I+) are restricted, unless the number also matches a dial pattern
in an “allowed” class of service that is assigned to the phone, voice processing application,
or trunk group.
• COS 06 – Deny Equal Access: Calls to numbers that match the dial patterns for this class
of service (defaults to Q+) are restricted, unless the number also matches a dial pattern in
an “allowed” class of service that is assigned to the phone, voice processing application,
or trunk group.
• COS 07 – Deny Local Calls: Calls to numbers that match the dial patterns for this class
of service (defaults to N+) are restricted, unless the number also matches a dial pattern in
an “allowed” class of service that is assigned to the phone, voice processing application,
or trunk group.
• COS 08 – Denied Numbers: Calls to numbers that match the dial patterns for this class
of service (defaults to 1900NXXXXXX+ and 976XXXX+) are restricted, unless the number
also matches a dial pattern in an “allowed” class of service that is assigned to the phone,
voice processing application, or trunk group being used. Calls are only restricted if the
dialed patterns match the denied pattern exactly and that is the only class of service you
have. Allowed numbers (as follows) always override denied patterns, even if the numbers
are similar.
• COS 09 – Allowed Numbers: Calls to numbers that match with the dial patterns for this
class of service, defaults to 1(800, 888, 877, 866, 855, 844, 833, and 822)NXXXXXX+, are
allowed, even if number also matches a dial pattern in a restricted class of service that is
assigned to the phone, voice processing application, or trunk group being used.

COS FOR EUROPEAN AND AUSTRALIAN SYSTEMS

The following are COS designations for European and Australian systems (for U.S. systems,
see page 143):
• COS 01 – ARS Only: (This is a phone COS only. It is not used for trunk groups.) Calls can
only be placed using the Automatic Route Selection (ARS) feature when this restriction is
assigned. The user will hear reorder tones when attempting to place a call using any other
method. A restricted user can still select individual trunks if the trunks are designated as
“exempt from ARS Only” (see “Toll Restrictions“ on page 539), were transferred, were
placed on hold, or are recalling or ringing. Trunk restriction determines which trunks in the
ARS route group can be selected by the phone or Voice Processing application.
• COS 02 – Deny Operator: Calls to numbers that match the dial patterns for this class of
service (defaults to R+) are restricted, unless the number also matches a dial pattern in an
“allowed” class of service that is assigned to the phone, voice processing application, or
trunk group being used.
• COS 03 – Deny Toll Access: Calls to numbers that match the dial patterns for this class
of service (defaults to TN+, TE, 010+, and T1+) are restricted, unless the number also

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matches a dial pattern in an “allowed” class of service that is assigned to the phone, voice
processing application, or trunk group being used.
• COS 04 – Deny International: Calls to numbers that match the dial patterns for this class
of service (defaults to I+) are restricted, unless the number also matches a dial pattern in
an “allowed” class of service that is assigned to the phone, voice processing application,
or trunk group being used.
• COS 05 – Deny Local Calls: Calls to numbers that match the dial patterns for this class
of service (defaults to N+) are restricted, unless the number also matches a dial pattern in
an “allowed” class of service that is assigned to the phone, voice processing application,
or trunk group being used.
• COS 06 – Denied Numbers: Calls to numbers that match the dial patterns for this class
of service (defaults to 0891+ and 0898+) are restricted, unless the number also matches
a dial pattern in an “allowed” class of service that is assigned to the phone, voice processing
application, or trunk group being used. Calls are only restricted if the dialed patterns match
the denied pattern exactly and that is the only class of service you have. Allowed numbers
(as follows) always override denied patterns, even if the numbers are similar.
• COS 07 – Allowed Numbers: Calls to numbers that match with the dial patterns for this
class of service, defaults to 0345+, 0500+, 0645+, and 0800+, are allowed, even if number
also matches a dial pattern in a restricted class of service that is assigned to the phone,
voice processing application, or trunk group being used.

PROGRAMMING COS OPTIONS

Program the COS options as described in the following sections.

CHANGING OR ADDING COS DESCRIPTIONS

You can change or add COS descriptions.

To change or add a COS description:

1. Select System – Numbering Plan – Classes of Service– <class of service>.
2. Select the current description, and then type the new description in the box.
3. Click out of the field or press ENTER to save the change.

ADDING DEVICES TO COS DAY AND NIGHT LISTS

To add a device to the COS Day or Night list of devices:

1. Select System – Numbering Plan – Classes of Service.
2. Double-click the COS designation.
3. Double-click either Day or Night.
4. Right-click anywhere in the right pane, and then click Add To Day (or Night) List. A window
appears prompting for the device type to include.
5. Select the device types (you can use the SHIFT or CTRL key to select more than one item),
and then click Next. The items with details appear. To view items in a list only, click List.

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Features and Programming Guide

6. Select the appropriate items, and then select Add Items. When you have added all the
devices, click Finish. The selections appear in the list. To view programming options,
double-click the extension number.

To deleted a device from the COS Day or Night list of devices:

Select the device, right-click, and then select Remove Selected Items.

DEFINING COS DIALING PATTERNS

(COS 03–16 only). You can define COS dialing patterns.

To add a dialing pattern to the class of service:

1. Select System – Numbering Plan – Classes of Service.
2. Double-click the COS designation.
3. Double-click Dialing Patterns to view the current list.
4. Do one of the following:

To add a dialing pattern to the bottom of the list:

a. Do not select any existing patterns.
b. Right-click anywhere in the right pane, and then select Add To List. A blank pattern
appears at the bottom of the list.

To add to the list above an existing device:

a. Select the device below the location where you want the new entry.
b. Right-click and select Add To List. A blank pattern appears above the pattern you
selected.

To delete a COS dial pattern:

Select the dialing pattern, right-click, and then select Remove Selected Items. (You can use
the SHIFT or CTRL key to select more than one item.)

To move a pattern to another location in the list:

Do one of the following:

• Drag and drop the dial pattern to the new position
• Select the dial pattern to move and press CTRL + the up/down arrow to move the dial
pattern up or down in the list.

PROGRAMMING DIALING PATTERN DIGITS

To program dialing pattern digits:

1. Select System – Numbering Plan – Classes of Service.
2. Double-click the COS designation.

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 Numbering Plans

3. Double-click Dialing Patterns to view the current list.

4. In the Dialing Pattern column, type the new digits in the box.
5. Click out of the field or press ENTER to save the change.

ALLOWING OR RESTRICTING DIALING PATTERNS

If you want the dialing patterns to be “allowed,” enable this option. If you want the dialing patterns
to be “restricted,” disable the option.

To allow or restrict a dialing pattern:

1. Select System – Numbering Plan – Classes of Service.
2. Double-click the COS designation.
3. Select Allow Dial Patterns.
4. In the Value column, select the check box. The field changes to Yes. To disable the option,
clear the check box.
5. Click out of the field or press ENTER to save the change.

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DEVICE BASELINE EXTENSIONS

Device Baseline Extensions define the recommended starting extension numbers for new
system devices. See Figure .

To support the MiCollab Unified Messaging (UM) voice processing system, Device Baseline
NOTE Extensions include new Session Initiation Protocol (SIP) options. For more information about
MiCollab Unified Messaging (UM), see page 864.

When you add a system device, the system checks the Device Baseline Extension list for the
starting extension, as shown in the following example.

In this example, the Device Baseline Extension for a phone is 1000. However, extensions 1000
and 1001 were previously assigned, so the system shows the first available extension,
extension 1003, in the Starting Extension box. The number of digits is maintained. That is, if
the Device Baseline Extension were 10000 instead, the system would show the first available
extension after 10000. Note that wildcard extensions (for example, 12XXX) are not valid.

To change a Device Baseline Extension:

1. Select System – Numbering Plan – Device Baseline Extensions. A list of the system
Device Baseline Extensions appear in the right pane.
2. In the Extension column, select the current extension, and then type the new extension
number in the box.
3. Click out of the field or press ENTER to save the change.

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 Numbering Plans

You can also use the Configuration Wizard to program the following devices with starting
baseline extensions:
• Phones
• Hunt Groups
• Voice Processor Applications
• Page Zones
• Trunk Groups
• Trunks

See the MiVoice Office 250 Database Programming Help for details.

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Features and Programming Guide

AUTOMATIC ROUTE SELECTION (ARS)

This section contains the following information:
• Feature Description below
• Programming ARS on page 154

FEATURE DESCRIPTION
Automatic Route Selection (ARS) is a money-saving feature that allows the system to be
programmed to select the least expensive route for placing outgoing calls. It can be used for
placing outgoing calls and transferring or forwarding calls to outside telephone numbers.
Phones can be restricted to using only ARS for placing outgoing calls. Also, because users do
not have direct access to trunks on other nodes, ARS is the only way users can place calls
using the other nodes’ trunks.

NOTE This feature requires a software license.

Each node has its own Automatic Route Selection (ARS) programming, which the system uses
to select the least expensive route for outgoing calls. Because users do not have direct access
to trunks on other nodes, ARS is the only way users can place calls to trunks on other nodes.

ARS calls are limited to one “hop” to another node. For example, if the system routes an outgoing
call to another node, the other node cannot route the outgoing call to any other node. This
prevents the possibility of an infinite loop when the system searches for a node to route the
outgoing call.

Make sure the phones that use ARS have outgoing access for the trunk groups and nodes.
For more information about trunk group programming, see “Programming Trunk Group Options“
on page 534. For more information about node trunk group programming, see “Viewing or
Changing Node Trunk Group Information“ on page 576.

You program ARS using route groups and facility groups with dialing rules:

Route Groups: A route group contains dialing patterns and facility groups.
• The dialing patterns are used to determine the calls that will be routed through the route
group. For example, the default dial pattern for Route Group 1 is N+, any number of digits
beginning with digit 2–9 for the U.S. (digit 2–9, 345+, 0500+, 0645+, and 0800+ for Europe).
If a number is dialed that begins with 1, it will not be routed through this route group.
• Each route group has an ordered list of facility groups that contain lists of local trunk groups
and/or nodes. There can be 100 facility groups in the system. You should program facility
groups so that the least-expensive route is checked and, if available, is selected first. If the
least-expensive facility group is not available the system checks the other groups in the list
until it finds an available trunk.

Facility Groups: A facility group contains trunk group or node lists and dial rules.
• The list can include local trunk groups or nodes. They cannot contain node trunk groups.
• The dial rules tell the system what to dial. The system can have up to 32 dial rules, 26 of
which are programmable. Each facility group can use up to 32 dial rules. For example, if

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the selected route group requires that the number contain “1” but no area code (national
dialing in Europe), the dial rules include the 1 and drop the area code (national dialing).
The modified number can contain up to 32 digits. (If SMDR is enabled, the modified number,
not the digits dialed, will appear in the SMDR call record.) When programming ARS, you
can use preset dial rules or create new dial rules that add up to 16 digits each. For more
information about Dial Rules, see “Programming ARS Dial Rules“ on page 155.

When ARS is selected, the user dials the number—including the Area Code, if needed—and
the system performs the following actions:
1. Checks the dialed number and matches the dialing pattern to a route group: The
system checks the route groups in numerical order and selects the first group that applies
to the dialing pattern of the number that was dialed.
If the Emergency Call feature is programmed to use ARS, the emergency calls will always go
NOTE
through Route Group 1, regardless of route group programming.

2. Selects a facility group: If all of the trunks are busy, and the phone is enabled for ARS
camp on, the call will camp on to the facility group until a trunk is available.
3. Checks for toll restrictions and outgoing access: Before the number is modified by the
facility group’s dial rules, the system checks the phone toll restrictions and outgoing access
to determine whether the call is allowed. (All calls placed using ARS are toll restricted,
regardless of whether the selected trunk is subject to toll restriction. However, Emergency
Call feature calls are never toll restricted.) If allowed, the system continues to the next step.
If not allowed, the system sends reorder tones and the call is not placed.
4. Adds or deletes digits according to the facility group chosen: Each facility group has
a programmed set of dial rules that tells the system what to dial. For example, if the selected
route group requires that the number contain “1” but no area code, the dial rules include
the 1 and drop the area code.
5. Dials the modified telephone number: If the number is allowed, the system seizes an
idle trunk in one of the selected trunk groups, waits for the Dialing Wait After Connect timer
to expire, and then dials the number.

When ARS is used, the phone user hears dial tone when the feature code is entered (manually
or automatically using a CALL button, the ARS button, or the OUTGOING button). The user
then dials the number and hears silence until the trunk is seized and dialing is completed. (The
user will not hear the digits being dialed.) The call appears under an available CALL button or
trunk button.

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AUTOMATIC ROUTE SELECTION EXAMPLE

1
11
Phone user enters 1234 2
account code and dials ARS does the following:
1-602-961-9000
• Checks the number and finds
dialing pattern 602+ in Route
Group 2.
SYSTEM • Selects a facility group with an
available trunk.
• Checks toll restriction and
outgoing access.
• Uses dial rules to modify the
CO number:
Echo 3 Digits After Toll
Echo Local Address
Add Account Code
OUTGOING CALL
DIALED = • Dials the modified number.
1-602-961-9000-1234

ARS ON A NETWORK

Each node has ARS programming. All trunk groups and nodes in a facility group must reside
on the same node as the facility group. Using ARS is the only way a user can access trunks
on other nodes. If the system routes an outgoing call to another node using an intermediary
node, the intermediary node ARS cannot use the nodes in its facility group to move the outgoing
call to another node. This eliminates the system from getting into an infinite loop searching for
a node to route the outgoing call.

When determining toll restriction for an ARS outgoing call, the network checks the phone toll
restriction based on the database information on the node on which the phone resides, not the
node that contains the trunk which the system uses to place the call. The system does not
check the trunk COS for ARS calls.

For the purposes of the telephone call cost display and SMDR output, the network computes
call cost using the factors and rates on the node on which the outgoing trunk resides. In other
words, if a phone on Node A dials what is considered a long-distance number on Node A, and
the call is routed to Node B where the number is considered local, the phone will see the local
call cost rate which equals the value on Node B.

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SAMPLE ARS CALL ON A NETWORK

NODE
1 ROUTE GROUP LOCAL
NODE 1 TO NODE 2 NODE 2 TRUNK
CO
(IN 714 AREA CODE) Digits sent (IN 602 AREA CODE)
Phone user dials 1-602-961-9000
1-602-961-9000 4
Local call placed
2 3 to 961-9000
ON NODE 1: ARS routes call to Node 2 echoing ON NODE 2: ARS routes call to its Local route group (dial
all of the digits (no other dial rule modification). pattern 602+) and uses dial rules to remove the toll field and
Call is sent using the route group with dial area code (use only the Echo Local Address dial rule). Call is
pattern 602+ and the facility group with route to placed using an available trunk in the Local route group’s
Node 2. facility group.

ATTENDANT RECALL

When a call is placed on hold or is transferred from one phone to another, the Hold timer and
the Transfer timer limit the amount of time the call may remain unattended. After that timer
expires, the call recalls the phone that transferred it or placed it on hold, and the Recall timer
starts, which leads to one of the following possible events:
• If the call remains unanswered at the phone until the Recall timer expires, it recalls the
phone’s attendant and the Abandoned Call timer starts. If the system provides no attendant,
the call continues to recall at the phone that transferred it or placed it on hold.
• If the attendant phone is busy, the call camps on, and the display shows the source of the
recall.
• If the call is not answered before the Abandoned Call timer expires, the system disconnects
the call.

If an attendant phone transfers a call that is not answered before the Attendant Transfer timer
expires, it will recall the attendant phone.

If a phone user transfers or forwards an outside call to an outside telephone number, it becomes
an “unsupervised” CO-to-CO call because no inside parties are involved. The CO-to-CO call
is limited by the Unsupervised CO timer. When the timer expires, the call recalls the primary
attendant phone and causes the CNF button to flash. (Display phones show UNSUPERVISED
CNF RECALL.) This serves two purposes:
• It allows the attendant to monitor the length of CO-to-CO calls. When a CO-to-CO call
recalls, the attendant can disconnect the call or allow it to continue.
• If the callers hang up before the attendant receives the recall, the system may not have
disconnected the trunks because a disconnect was not received from the CO. The attendant
must disconnect the call.

When a recall rings at the attendant’s phone, a CALL or individual trunk button flashes at a
medium rate.

If the attendant has calls forwarded, recalls from phones follow internal call forward requests.
Recalls do not forward to outside telephone numbers but recall the attendant’s phone until they
are answered or the Abandoned Call timer expires. Placing the attendant’s phone in Do-Not-
Disturb mode does not block recalls or direct ring-in calls.

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If there is not a primary attendant, recalls remain at the phones and ring until answered or
disconnected by the system.

To answer a hold or transfer recall at an attendant phone:

When you see a hold or transfer recall display (XXXX RCL FROM YYYY) and hear a recall
ringing, lift the handset. Or, do one of the following:
• Outside call recall: Press the medium-flashing CALL button or individual trunk button. Or,
press the ANSWER button. (If more than one trunk is recalling, pressing the ANSWER
button selects the outside call indicated on the display.)
• Intercom call recall: Press the IC button or the ANSWER menu button. (If you are busy
when the intercom call recalls, it will camp on. The IC button flashes at the medium rate,
but you do not hear recall ring signals.)
• Conference call recall: Press the flashing CNF button to connect with the conference call.
The CNF button flashes slowly, and the display shows CONFERENCE IN PROGRESS. If
the parties are still talking, press the CNF button again and hang up to return the parties
to their conversation. The CNF button flutters. You can enter the conference at any time
by pressing the fluttering CNF button. If the Hold timer expires, the conference recalls your
phone again. If the parties have hung up, hang up to disconnect the call.

PROGRAMMING ARS
The following sections detail ARS programming.
• Planning ARS Requirements below
• Programming ARS Dial Rules on page 155
• Programming ARS Facility Groups on page 157
• Programming ARS Route Groups on page 161

PLANNING ARS REQUIREMENTS

The first step of implementing ARS for your system is to determine your requirements.

To determine your ARS requirements:

1. Determine the types of calls that system users will make (for example, local, long distance,
international). Where will the call destinations be? You need a route group and a facility
group for each type of call.
2. Determine the dialing patterns for each type of call. For example, local calls begin with any
digit 2–9 (but not a toll digit) and operator assisted calls begin with 0 (1XX in Europe).
These are the dialing patterns that tell the system which route group to select.
3. Determine the best routes for each type of call based on where the system is installed.

Examples:
• U.S. systems: What are the best routes for each type of call? If you have nodes in
Phoenix and Los Angeles, would it be better to route calls from Phoenix to Southern

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California through a node or over your long distance service? This will determine the
trunk groups and nodes included in each facility group.
• European systems: What are the best routes for each type of call? If you have nodes
in London and Kettering, would it be better to route calls from London to Glasgow
through a node or over your long distance service? This will determine the trunk groups
and nodes included in each facility group.
4. Determine the facility group order. That is, determine the trunks on this node or other nodes
that would be the best route for each type of call.
5. Determine facility groups dial rules. That is, determine what special characters, if any, need
to be added or removed from the dialed number when calls are placed? Determine this for
each trunk you are using.

Examples:
• U.S. systems: If a caller in Phoenix dials 1-714-XXX-XXXX, the system must remove
the toll digit and possibly the area code if the call is sent out over local trunks on the
Los Angeles node. However, if the call is routed through the long distance provider in
Phoenix, you probably need to include (echo) the toll and area code digits or even add
other digits as required by the long distance service.
• European systems: If a caller in London dials 020-8335XXX, the system must remove
the toll digit and possibly the national dialing code if the call is sent out over local trunks
on the Kettering node. However, if the call is routed through the long distance provider
in London, you will probably need to include (echo) the toll and national dialing code
digits or even add other digits as required by the long distance service.

PROGRAMMING ARS DIAL RULES

After you determine the ARS requirements for your organization (see page 154), program the
dial rules. Each facility group (see page 157) includes dial rules that determines system dialing.
For example, if the selected facility group requires that the number contain the digit “1” but no
area code (national dialing in Europe), the dial rules include (echo) the toll field, but would not
echo the area code. When programming ARS, you can use preset dial rules or create new dial
rules. The system can have up to 32 dial rules, 26 of which are programmable. The following
are the default dial rules:

U.S. Systems:
• Dial Rule 1 – ECHO Equal Access: Includes the equal access digits (wildcard Q, which
defaults to 10XXX and 101XXX) in the number, if dialed.
• Dial Rule 2 – ECHO Toll Field: Includes the toll field (1, 0, 01, or 011) in the number, if dialed.
• Dial Rule 3 – ECHO 3 Digits After Toll Field: Includes the three digits after the toll field
in the number. These digits are usually the area code.
• Dial Rule 4 – ECHO Local Address: Allows ARS to dial the rest of the digits that were
dialed by the phone user. Non-programmable.
• Dial Rule 5 – ECHO Account Code: Causes the system to dial the account code that is
associated with the call, if available before end of dialing. The account code can be entered
using any of the account code types, including All Calls Following, as long as the system

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receives the account code before end of dialing. To use an optional account code, the code
must be entered before the number is dialed. Non-programmable.
• Dial Rule 6 – ECHO Extension Number: Requires the system to include the extension
number of the phone being used to place the call. Non-programmable.
• Dial Rule 7 – ADD #: Adds a pound/hash (#) to the dialed number. This dial rule is
programmable.

European Systems:
• Dial Rule 1 – ECHO Toll Field: Includes the toll field in the number, if dialed.
• Dial Rule 2 – ECHO Local Address: Allows ARS to dial the rest of the digits that were
dialed by the phone user.
• Dial Rule 3 – ECHO Extension Number: Tells the system to include the last three digits
of the extension number of the phone being used to place the call.
• Dial Rule 4 – ECHO Account Code: Causes the system to dial the last three digits of
account code that is associated with the call, if available, before end of dialing. The account
code can be entered using any of the account code types, including All Calls Following, as
long as the system receives the account code before end of dialing.
• Dial Rule 5 – ECHO Serial Number: Tells the system to dial the system-assigned serial
number of an ARS call. The serial number range is 000–998, excluding 112. The serial
number can be reset in dial rule programming.
• Dial Rule 6 – ADD #: Adds a hash (#) to the dialed number. This dial rule is programmable.
Dial Rules 3 (Echo Extension), 4 (Echo Account Code), and 5 (Echo Serial Number) will
always come after Dial Rules 1 and 2. If 3, 4, or 5 precedes Dial Rules 1 or 2, the SMDR
Call Type and Call Cost will be affected.

Australian Systems:
• Dial Rule 1 – Echo Toll: Includes the toll field in the number, if dialed.
• Dial Rule 2 – ECHO Local Address: Allows ARS to dial the rest of the digits that were
dialed by the phone user.
• Dial Rule 3 – ECHO Extension Number: Tells the system to include the last three digits
of the extension number of the phone being used to place the call.
• Dial Rule 4 – ECHO Account Code: Causes the system to dial the last three digits of
account code that is associated with the call, if available, before end of dialing. The account
code can be entered using any of the account code types, including All Calls Following, as
long as the system receives the account code before end of dialing.
• Dial Rule 5 – ECHO Serial Number: Tells the system to dial the system-assigned serial
number of an ARS call. The serial number range is 000–998, excluding 112. The serial
number can be reset in dial rule programming.
• Dial Rule 6 – ADD #: Adds a hash (#) to the dialed number. This dial rule is programmable.
Dial Rules 3 (Echo Extension), 4 (Echo Account Code), and 5 (Echo Serial Number) will
always come after Dial Rules 1 and 2. If 3, 4, or 5 precedes Dial Rules 1 or 2, the SMDR
Call Type and Call Cost will be affected.

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To program ARS dial rules:

NOTE You cannot edit the dial rule description (Dial Rule field).

1. Select System – Numbering Plan – Dial Rules. The list of rules 1–32 is shown in the right
pane. You can program rules 7–32, allowing you to add digits to a dialed number.
2. In the Digits column, type the digits for the dial rule. Dial rules can contain any digit (0–9,
*, #) hookflashes, and pauses. The number can have up to 32 digits.
3. If you are programming dial rules for a U.S. system, go to step 5.
4. If you are programming dial rules for a European system, complete the following:
a. (For European systems only). In the Hidden column, enable or disable the Hidden flag
to determine if the dial rules will be hidden. It is set to No by default.
b. (For European systems only). In the Absorbed column, enable or disable the Absorbed
flag to determine if the dial rules will be hidden. It is set to Yes by default.
c. (For European systems only). In the ARS Serial Number column, enter the serial
number (000-998, excluding 112) that you are using. This is only programmable for
Dial Rule 5 – ECHO Serial Number.
5. Click out of the field or press ENTER or to save the change.

PROGRAMMING ARS FACILITY GROUPS

Facility groups determine the trunk groups that will route calls and the required dial rules. All
facility groups are programmable. The default facility group values are as follows.

U.S. systems:
• Local (P1500): Uses Trunk Group 1 and Dial Rules 3 and 4.
• Toll Local (P1501): Uses Trunk Group 1 and Dial Rules 2 and 4.
• Toll Long Distance (P1502): Uses Trunk Group 1 and Dial Rules 1, 2, 3, and 4.
• Operator (P1503): Uses Trunk Group 1 and Dial Rules 1, 2, 3, and 4.
• International Station-to-Station (P1504): Uses Trunk Group 1 and Dial Rules 1, 2, 3, 4,
and 7.
• International Operator (P1505): Uses Trunk Group 1 and Dial Rules 1, 2, 3, 4, and 7.

European systems:
• Local (P1500): Uses Trunk Group 1 and Dial Rules 1 and 2.
• National (P1510): Uses Trunk Group 1 and Dial Rules 1 and 2.
• Operator (P1512): Uses Trunk Group 1 and Dial Rules 1 and 2.
• International (P1513): Uses Trunk Group 1 and Dial Rules 1 and 2.

Australian Systems:
• Local (P1500): Uses Trunk Group 1 and Dial Rules 1 and 2.

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• Toll Long Distance: Uses Trunk Group 1 and Dial Rules 1 and 2.
• Operator (P1512): Uses Trunk Group 1 and Dial Rules 1 and 2.
• International (P1513): Uses Trunk Group 1 and Dial Rules 1 and 2.
• Unassigned/Default: Uses Trunk Group 1 and Dial Rules 1 and 2.

Each facility group has a list of trunk groups and/or node trunk groups for routing calls. For
example, the “Local” facility group would contain trunk groups that include local trunks, but a
“Los Angeles” facility group might have node trunks groups that include local trunks on a node
in Los Angeles.

You must place facility groups in the in the order that you want them to be selected. Make sure
that the facility groups contain the proper type of trunks (local, FX, WATS, long distance, and
so forth) for the calls that are routed.

Make sure you do the following for each facility group:

• Determine the following facility group options based on your ARS requirements (see
page 154).
• Determine what types of calls will be processed and program names for those groups.
• Determine which trunk groups and nodes will be used and program the list. Make sure that
the trunk groups and nodes contain the proper type of trunks (local, FX, WATS, long dis-
tance, and so forth) for the calls that will be routed (use the information from steps 3 and 4
on page 155. Also, make sure the phones that will be using ARS have outgoing access for
the trunk groups and nodes. For more information, see “CO Trunk Groups“ on page 532
and “Node Trunk Groups“ on page 576.
• Program the list of dialing rules so that the outgoing numbers include all of the necessary
digits. See page 159.

CREATING AND DELETING FACILITY GROUPS

To create a facility group:

1. Select System – Numbering Plan – Facility Groups.
2. Right-click in any blank area in the right pane.
3. Select Create Facility Group.
4. Enter the starting extension number and number of extensions, and then click OK. The
new facility group appears in the list.
5. If applicable, select the description, and then type the new description in the box.
6. Click out of the field or press ENTER to save the change.

To delete a facility group:

Select the facility group, right-click, and then select Delete.

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PROGRAMMING ARS FACILITY GROUP DIALING RULES

You must assign dial rules to each facility group.

To program ARS facility group options:

1. Select System – Numbering Plan.
2. Double-click Facility Groups. The current list of facility groups appears in the right pane.
3. Double-click Dial Rules. The current list of dial rules, if any, appears. This is an ordered
list. Place the dial rules in the list in the order you want them to be used.
4. Do one of the following

To add to the bottom of the list:

a. Do not select any existing dial rules.
b. Right-click anywhere in the right side pane. An option box appears.

To add to the list above an existing dial rule:

• Select the dial rule below the location where you want the new entry, and then right-
click. An option box appears.
5. Select Add To Dial Rules List. A window appears prompting for the types to include.
6. Select the type (you can use the SHIFT or CTRL key to select more than one item), and
then click Next. The items with details appear. To view items in a list only, click List.
7. Select the appropriate items, and then select Add Items. When you have added all dial
rules, click Finish. The selections appear in the list. To view programming options, double-
click the dial rule.

To move a dial rule to another location in the list:

Do one of the following:

• Drag and drop the dial rule to the new position
• Select the dial rule to move and press CTRL + the up/down arrow to move the dial rule up
or down in the list.

To delete one or more dial rule from the list:

Select the dial rule, right-click, and then select Remove Selected Items.

PROGRAMMING TRUNK GROUPS AND NODES FOR FACILITY GROUPS

Trunk groups and nodes must be placed in the list in the order that they should be selected.
Make sure that the trunk groups or nodes being used in the facility group contain the proper
type of trunks (local, FX, WATS, long distance, and so forth) for the calls that will be routed.
Trunk group toll restrictions will not apply when ARS is used; only phone toll restrictions are
checked.

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To add the trunk groups and/or nodes to be used by this facility group:
1. Select System – Numbering Plan – Facility Groups. The current list of facility groups
appears in the right pane.
2. Double-click the facility group.
3. Double-click Trunk Groups/Nodes. The current list of trunks/nodes, if any, appears. This
is an ordered list. Place the trunks and nodes in the list in the order you want them to be used.
4. Do one of the following

To add to the bottom of the list:

a. Do not select any existing dial rules.
b. Right-click anywhere in the right side pane. An option box appears.

To add to the list above an existing dial rule:

• Select the trunk group or node below the location where you want the new entry, and
then right-click. An option box appears.
5. Select Add To Trunk Groups/Nodes List. A window appears prompting for the device
types to include.
6. Select CO Trunk Group and/or Remote Node, and then click Next. The list of available
devices with details appears. To view devices in a list only, click List.
7. Select the appropriate items, and then select Add Items. When you have added all dial
rules, click Finish. The selections appear in the list. To view programming options, double-
click the dial rule.

To delete dial rules from the list:

Select the dial rule, right-click, and then select Remove Selected Items.

To move a trunk group or node to another location in the list:

Do one of the following:

• Drag and drop the trunk group or node to the new position
• Select the trunk group or node to move and press CTRL + the up/down arrow to move the
trunk group or node up or down in the list.

To delete a trunk group or node:

Select the trunk group or node, right-click, and then select Remove Selected Items.

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PROGRAMMING ARS ROUTE GROUPS

Make sure you do the following for each ARS route group:
• Determine what types of calls will be processed by each route group and program names
for those groups. See step 1 on page 154.
• Program dial patterns (see page 155). Dial patterns determine which route group to select,
as described in step 2 on page 154. When checking the route group, the system looks at
the first dial pattern. If it does not match, the system continues to check the other patterns
in the route group list. If a match is found, the route group is selected. If not, the next route
group is checked.
• Select the facility groups to route the calls. See page 164.

DEFAULT ROUTE GROUPS

All route groups are programmable. The default values are as follows:

U.S. systems:
• Local (P1000): Used for all calls that do not begin with a toll digit (1) or operator digit (0)
and for calls to Emergency Numbers (its default dial pattern is N+). It uses the Local facility
group.

NOTICE
When ARS is used to place an emergency call (see page 166), the system uses Route Group 1,
even if it contains nodes. This means that the network can access a trunk on a node other than the
user's node if the user accesses ARS and dials the emergency number. Mitel highly recommends
that local trunks be installed and used for emergency number trunk access and that nodes are not
used in Route Group 1.

• Toll Local (P1003): Used for calls with a toll digit (1) and a seven-digit number, and for
calls to 1N11 (N=Any digit 2–9). Its default dial patterns are TN11 and TXXXXXXX. It uses
the Local Facility Group.
• Toll Long Distance (P1011): Processes calls with a toll digit (1) and a 10-digit number.
The numbers may also include equal access digits. The default dial pattern is
[Q]TNXXXXXX+. This Route Group uses the Toll Long Distance Facility Group.
• Operator (P1013): Processes calls that begin with an operator digit (0) but do not begin
with an international access code (01 or 011). The numbers may also include equal access
digits. Its default dial patterns are [Q]RN+, [Q]RR, and [Q]R. This Route Group uses the
Operator Facility Group.
• International Station-to-Station (P1014): Used for calls that begin with an international
phone-to-phone access code (011) but do not begin with the international operator access
code (01). The numbers may also include equal access digits. The default dial pattern is
[Q]011+. This Route Group uses the International Station Facility Group.
• International Operator (P1015): Used for calls that begin with an international operator
access code (01). The numbers may also include equal access digits. The default dial
pattern is [Q]01+. This Route Group uses the International Operator Facility Group.

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European and Australian systems:

• Local (P1000): Used for all calls that do not begin with a toll digit (01 or 0) or operator digit
(1XX) and for calls to emergency services.

NOTICE
When ARS is used to place an emergency call (see page 166), the system uses Route Group 1,
even if it contains nodes. This means that the network can access a trunk on a node other than the
user's node if the user accesses ARS and dials the emergency number. Mitel highly recommends
that local trunks be installed and used for emergency number trunk access and that nodes are not
used in Route Group 1.

• Toll [National] (P1011): Processes calls with a toll digit (0 or 01). This Route Group uses
the National Facility Group.
• Operator (P1013): Processes calls that begin with an operator digit (1XX) but do not begin
with an international access code (00).
• International (P1014): Used for calls that begin with an international access code (00).
Dial patterns are assigned to the route group in the order they will be used. When checking
the route group, the system will look at the first dial pattern. If it does not match, the system
will continue checking the other patterns in the route group list. If a match is found, the route
group is selected. If not, the next route group is checked.

CREATING OR DELETING ARS ROUTE GROUPS

This procedure can be done only if there are fewer than 32 route groups.

To create a route group:

1. Select System – Numbering Plan.
2. Double-click Route Groups. The current list of facility groups appears in the right pane.
3. Right-click in any open area in the right pane.
4. Select Create Route Group. The new route group appears at the bottom of the list.
5. If applicable, change the description of the route group by selecting its current description,
and then typing the new information in the box.
6. Press ENTER or select another field to save the change.

To delete a route group:

Select the group to be removed, right-click, and then click Delete.

MOVING ROUTE GROUPS IN LISTS

To move a route group to another location in the list:

Do one of the following:

• Drag and drop the route group to the new position.
• Select the route group to move and press CTRL + the up/down arrow to move the route
group up or down in the list.

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PROGRAMMING ARS ROUTE GROUP DIAL PATTERNS

The dial pattern tells the system which route group to select. When checking the route group,
the system looks at the first dial pattern. If it does not match, the system continues to check
the other patterns in the route group list. If a match is found, the route group is selected. If not,
the next route group is checked.Only the default route groups have default dial patterns, as
summarized in Table 22 and Table 23. A complete list of special characters and toll strings is
shown on page 169.

Table 22: Route Group Dial Patterns for U.S. Systems

ROUTE GROUP # DIAL PATTERN(S)
Local (1001) N+
Toll Local (1004) TN11, TXXXXXXX
Toll Long Distance (1011) [Q]TNXXXXXX+
Operator (1013) [Q]RN+, [Q]RR, [Q]R
International Station-to-Station (1014) [Q]011+
International Operator (1015) [Q]01+

Table 23: Route Group Dial Patterns for European Systems

ROUTE GROUP # DIAL PATTERN(S)
Local (1001) N+
Toll Local (1004) TN11, TXXXXXXX
Toll Long Distance (1011) [Q]TNXXXXXX+
Operator (1013) [Q]RN+, [Q]RR, [Q]R
International Station-to-Station (1014) [Q]011+
International Operator (1015) [Q]01+

To program ARS route group dial pattern:

1. Select System – Numbering Plan – Route Groups. The current list of route groups is
displayed.
2. Double-click Dial Patterns. The current list of dial patterns, if any, appears.
3. Right-click anywhere in the right pane, and then click Add To Dial Patterns List. The
Batch Create Patterns dialog box appears.
4. Type the digits or special characters that apply to all patterns created in this screen.
5. Select the number of patterns to create.
6. Click OK. The new dial patterns are added to the list, each reflecting the specified base
pattern. For example, if you entered 1480 as the base pattern and you selected 5 as the
number of patterns, five patterns, each with 1480, is added to the list.
7. Press ENTER or select another field to save the change.

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To move a dial pattern to another location in the list:

Do one of the following:

• Drag and drop the dial pattern to the new position.
• Select the dial pattern to move and press CTRL + the up/down arrow to move the dial
pattern up or down in the list.

To delete one or more dial pattern from the list:

Select the dial pattern, right-click, and then select Remove Selected Items.

ADDING FACILITY GROUPS TO ARS ROUTE GROUPS

For each route group, select the facility group(s) to be used to route the calls. Facility groups
must be placed in the list in the order that you want them to be selected.

To add facility groups that will be used by this route group:

1. Select System – Numbering Plan – Route Groups. The current list of route groups is
displayed.
2. Double-click Facility Groups. The current list of facility groups, if any, appears. This is an
ordered list. Place the facility groups in the list in the order you want them to be used.
3. Do one of the following

To add to the bottom of the list:

a. Do not select any existing dial rules.
b. Right-click anywhere in the right side pane. An option box appears.

To add to the list above an existing dial rule:

• Select the facility group below the location where you want the new entry, and then
right-click. An option box appears.
4. Select Add To Facility Groups List. A window appears prompting for the device type to
include.
5. Select Facility Group, and then click Next. A list of available facility groups with details
appears. To view facility groups in a list only, click List.
6. Select the facility groups, and then click Add Items. If you select more than one, they are
placed in the list in numerical order, not in the order you select them. To keep the list in the
proper order, you may have to add one at a time.
7. When you have added all dial rules, click Finish. The selections appear in the list. To view
programming options, double-click the dial rule.

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 Numbering Plans

To move a facility group to another location in the list:

Do one of the following:

• Drag and drop the facility group to the new position.
• Select the facility group to move and press CTRL + the up/down arrow to move the facility
group up or down in the list.

To delete a facility group from the list:

• Select the facility group, right-click, and then click Remove Selected Items.

PROGRAMMING AUDIO FOR CALLS CAMPED ONTO THIS DEVICE FOR

ARS ROUTE GROUPS

Audio for Calls Camped onto this Device defines the audio that a caller hears when camped-
on to the route group. For more information about audio settings, see page 438.

To program the Audio for Calls Camped onto this Device option:
1. Select System – Numbering Plan – Route Groups.
2. Double-click the route group.
3. Select Audio for Calls Camped onto this Device.
4. In the Value column, select the option from the list.
5. Click out of the field or press ENTER to save the change.

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EMERGENCY CALLS
The Numbering Plan Emergency option is where you program the emergency numbers that
the system uses when users enter the Emergency Call feature code (for example, 911 in the
U.S.).

WARNING
POSSIBLE DELAY IN LOCAL EMERGENCY RESPONSE TO REMOTE SITES.
IP and SIP phone users should be alerted to the following hazardous situations:
• If an Emergency Call phone number is dialed from an IP or Session Initiation Protocol (SIP) phone
located at a remote site that is not equipped with a correctly configured gateway, the call will be placed
from the location where system chassis is installed rather than from the location where the emergency
call is made.

In this situation, emergency responders may be dispatched to the wrong location. To minimize the risk
of remote site users misdirecting emergency responders, Mitel recommends regular testing of MGCP/
SIP gateway trunks for dial tone.
• If uninterruptible power supply (UPS) protection has not been installed as part of the MiVoice Office
250, IP and SIP phones will not operate when electrical power fails either at remote sites or at the main
system location.
To place calls during a power failure in this situation, IP and SIP phone users can only use a single line
phone connected to one of the power failure bypass circuits built into the system chassis. If a phone
connected to a power failure bypass circuit is not available, users should make emergency calls from a
local phone not connected to the system. For details about the Power Failure Bypass feature, refer to
the Installation chapter in the MiVoice Office 250 Installation Manual .

NOTICE
It is the responsibility of the organization and persons performing the installation and maintenance of
Mitel Advanced Communications Platforms to know and comply with all regulations required for
ensuring Emergency Outgoing Access at the location of both the main system and any remote
communication phones. Remote IP and SIP phones may require gateway access to nearby emergency
responders. Emergency Call phone numbers include:
• 911, the default for Mitel systems located in the U.S.
• 999, the default for Mitel systems located in the European market and used primarily in the U.K.
• If applicable, 112, an emergency number used widely in Europe outside of the U.K, and Australia.
Any emergency number, such as for a police or fire station, that is appropriate for the location of the
main system and/or remote phones.

Emergency calls, by default, use the first local trunk group and are not sent through other nodes
using node trunk groups. However, when ARS is used to place an emergency call, Route Group
1 is used even if it contains nodes. This means that the network can access a trunk on a node
other than the user’s node if the user accesses ARS and dials the emergency number. Mitel
highly recommends that local trunks be installed and used for emergency number trunk
access and that nodes are not used in Route Group 1. When a user places an emergency
call, every administrator in the network receives an emergency alarm.

You can store up to 10 emergency numbers. For more information about the emergency call
feature, see “Emergency Calls“ on page 198.

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 Numbering Plans

To program or change emergency numbers:

1. Select System – Numbering Plan – Emergency.
2. Double-click Emergency Numbers.
3. Select the current value or blank field of the number you want to program.
4. Type the number, up to 48 digits, in the box. Only the first emergency number has a default
value (911 in the U.S., 999 in the UK, or 112 in Europe outside of the UK, and Australia).
5. Click out of the field or press ENTER to save the change.

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HOME AREA CODES

U.S. installations only. The database requires a “home” area code for identifying local calls. It
also allows up to 15 additional (codes 2–15) home area codes. The system refers to these area
codes for toll restriction and call cost.

The first area code is an area code that is always stripped from the dialing number. Other
home area codes serve to identify local calls, but are still dialed. If local 10-digit dialing is
NOTE always required despite the area codes, do not list an area code in the first home area code.
If a return call (callback feature) from voice mail is not working correctly, refer to the
Knowledge Base article 1224 for possible solutions. See “Technical Support“ on page 34.

To program the home area code(s) for the system site:

1. Select System – Numbering Plan – Home Area Codes.
2. Select the home area code option (1–16).
3. In the Digits column, type the new area code in the box.
4. Click out of the field or press ENTER to save the change.

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TOLL STRINGS
This section contains the following information:
• Feature Description below
• Programming Toll Strings on page 170

FEATURE DESCRIPTION
Toll strings are dialing patterns that are abbreviated to single character “wildcards.” Wildcards
are used in COS and ARS programming. Toll strings can contain any digit from 0 through 9
and the keypad special characters # and *. You can also use a variety of characters to represent
particular digit strings, hookflashes (recalls in Europe), or special digit strings. Each of the
following toll string wildcards can be reprogrammed or renamed for your system.

Changing toll string dialing patterns affects all of the other parts of the system where they are
NOTE
used.

Table 24 shows the programmable toll string wildcards for U.S. systems.

Table 24: Toll String Wildcards for U.S. systems

CHARACTER MEANING
S Any Toll String: Any of the designated patterns can be dialed at that point in the
number. In the default state, the dialing patterns for this toll string are “I,” “R,” and “T.”
R Operator Access: Represents the digit string that is required to call the service
provider's operator. In the default state, this dialing pattern is 0.
T Toll Access: Represents the digit(s) required for using long distance service. In the
default state, this dialing string is 1.
I International: Represents the digits required for international dialing. In the default
state, the dialing patterns for this toll string are 011 and 01.
Q Equal Access: Represents the digits required to select secondary carriers for equal
access dialing. In the default state, the dialing patterns for this toll string are
101XXXX, 10NXX, and 100XX.

Table 25 shows the programmable toll string wildcards for European systems.

Table 25: Toll String Wildcards for European Systems

CHARACTER MEANING
S Any Toll String: Any of the designated patterns can be dialed at that point in the
number. (In the default state, the dialing patterns for this toll string are “I,” “R,” and “T.”)
R Operator Access: Represents the digit string that is required to call the network
provider's operator. (In the default state, this dialing pattern is 1XX.)
T Toll Access: Represents the digit(s) required for using long distance service. (In the
default state, this dialing strings are 0 and 01.)
I International: Represents the digits required for international dialing. (In the default
state, the dialing pattern for this toll string is 00.)

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Table 26 shows the special characters that may be used when specifying dialing patterns.
These characters are not programmable.
Table 26: Special Characters for Dialing Patterns
CHARACTER MEANING
X Any digit 0–9
A Any keypad entry (0–9, #, *)
N Any digit 2–9
Z Any digit 0 or 1
B # or *
H A hookflash (recall)
E End of dialing; the pattern will not match if any other digits are dialed beyond this
point
+ Any additional dialing will be accepted, from that point in the string, with no further
checking for a match. This also means that no further dialing is required beyond this
point.
[x] Indicates an optional pattern within another pattern. For example, with a U.S. system,
the International Access character (I) could be defined as 01[1]. (The 01 is followed
by an optional 1.)
(x-x) Indicates a range of digit strings within a pattern. The strings on either side of the
hyphen and all strings that fall within the numerical range are included in the match.
The strings on either side of the hyphen must be the same length, and the only digits
that may appear in the range are 0–9 (#, *, pauses, and flashes are not allowed).
<x> Indicates repeatable patterns within patterns. In other words, no matter how many
times the digit string within the brackets is dialed, the system considers the dialed
digits to match the pattern. Note that a repeatable pattern is an entire pattern; no
other characters are allowed before or after a repeatable pattern. In other words, a
repeatable pattern cannot be included within any other pattern.

PROGRAMMING TOLL STRINGS

To program toll strings:
1. Select System – Numbering Plan – Toll Strings. Toll strings are shown in the right pane.
2. If desired, select the current description, and then enter the new description in the box.
3. Click out of the field or press ENTER to save the change.

To move a dial pattern to another location in the list:

Do one of the following:

• Drag and drop the dial pattern to the new position.
• Select the dial pattern to move and press CTRL + the up/down arrow to move the dial
pattern up or down in the list.

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 Numbering Plans

To program the digits for a pattern:

1. Select the current value for the pattern, and then enter the new digits in the box.
2. Click out of the field or press ENTER to save the change.

ADDING OR DELETING TOLL STRING DIAL PATTERNS

To add or delete a toll string dial pattern:
1. Select System – Numbering Plan – Toll Strings. Toll strings are shown in the right pane.
This is an ordered list. Place the devices in the list in the order you want them to be accessed.
2. Do one of the following

To add to the bottom of the list:

a. Do not select any existing dial patterns.
b. Right-click anywhere in the right pane, and then click Add to List.
3. To add to the list above an dialing pattern:

Select the device below the location where you want the new entry, right-click, and then
click Add To List. A blank pattern appears above the pattern you selected.

To delete one or more patterns from the list:

1. Double-click the toll string to view the current pattern(s).
2. Select the item(s), right-click, and then select Remove Selected Items. (You can press
the SHIFT or CTRL keys to select more than one item.)

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USER GROUPS
This section contains the following information:
• Feature Description below
• Programming Area Codes on page 172

FEATURE DESCRIPTION
U.S. installations only. This section describes how to program area and office code restriction
used for the Deny Area/Office class of service.

You can set up area and office code tables of up to eight user groups to allow different area/
office code restriction to be used. This is useful for reducing restrictions for some users while
increasing restrictions for others. Each phone, application, and trunk group is assigned to a
user group.

Planning User Groups

Within each user group, area codes can be restricted, allowed, or extended:
• Restricting an area code prevents users from placing calls to that area code and all of its
office codes.
• Allowing an area code allows all office codes within that area code.
• Designating an area code as “extended” allows you to determine which office codes within
that area code are allowed or restricted. Up to six extended area codes can be identified
within each user group.

To prepare for programming:

1. List the area codes that are allowed, restricted, and extended. Also, list the office codes
within the extended area codes that are allowed and restricted.
2. Select System – Numbering Plan – User Groups to view a list of the eight user groups.
The list shows the user group numbers and their descriptions, if programmed. At this level,
you can program the description. To program the area codes, office codes, day list, and
night list for a user group, double-click the user group that you want to program.
3. Select the current description, and then enter a name for the user group, up to 20 characters,
in the text box.
4. Click out of the field or press ENTER to save the change.

PROGRAMMING AREA CODES

You can drag and drop area codes from one location to another. This ensures that each area
code is include in a list and none are skipped. To select a series of items, hold down SHIFT
while selecting the first and last items in the range. To select two or more items that are not
consecutive, hold down CTRL while selecting the desired items.

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This section contains the following information:

• Programming Allowed Area Codes below
• Programming Extended Area Codes below
• Programming Restricted Area Codes on page 174
• Programming the Area Code Day/Night List on page 174

PROGRAMMING ALLOWED AREA CODES

To allow users in the user group access to area codes, the codes must be placed in the Allowed
list.

To place an area code in the Allowed list:

1. Select System – Numbering Plan – User Groups.
2. Double-click the user group.
3. Double-click Extended or Restricted Area Codes, and then locate the area code that you
want to restrict.
4. Drag and drop that area code to the Allowed area codes directory in the left pane. The next
time you open Allowed area codes, the codes will be in the directory.

To remove an area code from the Allowed list:

Move the area code to the Restricted or Extended list in the user group.

PROGRAMMING EXTENDED AREA CODES

You can use up to six extended area codes for each user group, and each of the six can support
an individual list of allowed and restricted office codes.

To create an Extended Area Code:

1. Select System – Numbering Plan – User Groups.
2. Double-click the user group.
3. Double-click Allowed or Restricted Area Codes, then locate the area code you want to
extend.
4. Drag and drop the area code to the Extended Area Codes directory in the left pane. The
next time you open Extended Area Codes, the codes will be in the directory. Office codes
can then be programmed as allowed or restricted for that area code by dragging and
dropping them into the appropriate categories.

To remove an area code from the Extended list:

Move the area code to the Restricted or Allowed list in this user group.

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PROGRAMMING RESTRICTED AREA CODES

You can prevent users from placing calls to certain area codes.

To place area codes in the Restricted list:

1. Select System – Numbering Plan – User Groups.
2. Double-click the user group.
3. Double-click Allowed or Extended Area Codes, and then locate the user group that you
want to restrict.
4. Drag and drop the area code to the Restricted Area Codes directory in the left portion of
the window. The next time you open Restricted Area codes, the codes will be in the directory.
To remove an area code from the Restricted list, move it to the Allowed or Extended list in
this user group.

PROGRAMMING THE AREA CODE DAY/NIGHT LIST

Only extensions with COS 02 can be placed in a user group day or night list.

To program the area code Day or Night list:

Method A

Drag and drop the phone to the appropriate list. You can only move from Day list to Day list or
Night list to Night list. You cannot move phones between Day and Night lists.

Method B
1. Select System – Numbering Plan – User Groups.
2. Double-click the user group.
3. Right-click anywhere in the right pane, and then click Move To List. A window appears
prompting for the device type to include.
4. Select the device types (you can use the SHIFT or CTRL key to select more than one item),
and then click Next. The items with details appear. To view items in a list only, click List.
5. Select the appropriate items, and then select Move Items. When you have added all the
devices, click Finish. The selections appear in the list. To view programming options,
double-click the extension number.

To delete an item from the list:

You must move the item to another User Group or select Phone programming (see “Day and
Night Classes of Service“ on page 424) and remove COS 2 as a toll restriction.

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Chapter 6
TRUNKS AND GATEWAYS
Features and Programming Guide

INTRODUCTION
This chapter describes how to program trunks and gateways for your system. A trunk is a
communication line between two switching systems. In this guide, the communication line is
either the connection between the MiVoice Office 250 Public Branch Exchange (PBX) and the
Central Office (CO), or it is the communication line between Mitel PBXs.

Your system may use a SIP or Media Gateway Control Protocol (MGCP) gateway, a device
that serves as an entrance and exit into a communications network, to connect trunks to the
CO or other networked systems.

This chapter contains the following information:

• “Trunk and Span Types” on page 177
• “Modules and Ports” on page 206
• “Trunk Programming” on page 235
• “SIP Gateways” on page 246
• “Gateway SIP Trunks” on page 248
• “MGCP Gateways, Devices, and Trunks” on page 250
• “Trunk Programming Options” on page 252
• “Trunk-Related Information” on page 263

For information about Service Provider SIP Trunks, see “Service Provider SIP Trunks and SIP
Trunk Groups“ on page 716.

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 Trunks and Gateways

TRUNK AND SPAN TYPES

The MiVoice Office 250 supports the following types of trunks and spans:
• (Analog) Loop start trunks on the Loop Start Module (LSM-2 or LSM-4): Trunks that
seize lines by bridging through a resistance of the Tip and Ring wires of the telephone line
when the phone goes off-hook. Analog Loop start trunks support incoming and outgoing
calls and the Caller ID feature. For details, see page 178.
• T1 spans on the T1/E1/PRI (T1M) or Dual T1/E1/PRI (T1M-2) modules: Digital lines with
a signaling speed of 1.544 megabits per second (Mbps) pulse code modulation (PCM) that
connect the CO to the phone system. The platform supports the following types of trunks
on T1 spans:
• Direct Inward Dialing (DID) [Direct Dial Inward (DDI)]: Digital trunks on a T1 module
that can dial an extension directly without going through the attendant. Supports DID,
ANI, and DNIS call routing. For information about DID, ANI, and DNIS, see page 184.
• Ear and Mouth (E&M): A (digital) trunk that uses separate leads, called the “E” and
“M” leads, for signaling and supervisory purposes. Supports DID, ANI, and DNIS call
routing as well as basic networking, such as ring-in to DISA and connection of two
systems. For information about E&M trunks, see page 186.
• Ground Start: Digital trunks on a T1 module in which signaling occurs when one side
of the two-wire trunk, typically the “Ring” conductor of the Tip and Ring, is momentarily
grounded to get dialtone. Supports incoming and outgoing calls.

1. T1 ground start trunks do not support Mid Call Features (MCF).

NOTE
2. T1 ground start trunks do not support Caller ID.
• Digital Loop Start: Supports incoming and outgoing calls and Caller ID.
• OPX: Supports incoming and outgoing calls. OPX circuits are treated as stations and
emulate single line phones. See page 205 for details.

For additional information about T1 trunks see “T1/E1 Spans and PRI“ on page 178.
• Primary Rate T1 trunks on the T1M or T1M-2 module: A digital transmission system that
clusters 24 T1 channels, 23 information-bearing (B) channels and one data (D) channel,
for signaling and control. The MiVoice Office 250 supports ISDN Primary Rate trunks on
up to three (CS Controller) or four (HX Controller) T1M or T1M-2 modules.
In Europe and Australia Primary Rate trunks consists of 30 B-channels and 2 D-channels
on an E1 line.
• Basic Rate Interface trunks on the Basic Rate module (BRM-2): The Basic Rate Module
(BRM-2) provides the Basic Rate 2-Interface ISDN service for communication. The module
fully implements the ISDN S/T interface. Each of the two BRI ports consists of two bearer
(B) channels and one data (D) channel with HDLC support. The ports provide full I.430 ITU
S/T ISDN support for trunks (TE mode). The BRM-2 does not support stations (NT) mode.
Each BRM–2 provides two circuits for connecting BRI trunks to the system.
The Basic Rate Module (BRM-2) supports only the trunk side of BRI capability. The BRM-
NOTE
2 does not support BRI phones or other BRI station-side phones.

The BRM-2 module is supported only in the Mitel European and Australian markets.

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Features and Programming Guide

• Session Initiation Protocol (SIP): Trunks that allow the system to use Voice-over-IP (VoIP)
outside the network by using the same connection as the Internet connection. See page 187
for details.

LOOP START TRUNKS

The basis of Plain Old Telephone Service (POTS), loop start trunks signal the Central Office
(CO) when a user takes a telephone handset off-hook. Each Loop Start Module (LSM-2)
provides two circuits for connecting loop start trunks to a MiVoice Office 250.

The four-port Loop Start Module (LSM-4) provides four circuits for connecting loop start trunks
to the MiVoice Office 250.

For detailed information about installing an LSM-2 or LSM-4, refer to the “Installation” chapter
in the MiVoice Office 250 Installation and Administration Manual .

T1/E1 SPANS AND PRI

This section describes T1 and E1 multi-channel spans and the trunks that can be installed on
the MiVoice Office 250 using T1M or T1M-2 modules.

This feature requires a single-port or dual-port T1/E1/PRI module (T1M or T1M-2). The
NOTE
second port on the T1M-2 and the PRI feature require software licenses.

T1 Spans

The term “T1” refers to a specific digital method of transmitting voice and data; it is the basic
24-channel time-division multiplex (TDM), pulse code modulation (PCM) technology used in
the United States. Since each T1 span actually consists of 24 individual circuits (or channels)
multiplexed together, it is often less expensive to purchase a single T1 span than it is to purchase
multiple individual trunks.

T1 spans can be programmed to provide the following services:

• Loop Start Interface: Loop-start T1 trunks can provide the same services as regular loop-
start trunks, including Caller-ID.
• Direct Inward Dialing (DID) Interface: Direct inward dialing (DID) allows an outside party
to dial into the system without attendant intervention.
• Ground Start Interface: Supports incoming and outgoing calls. T1 ground start trunks do
not support Caller ID.

1. T1 ground start trunks do not support Mid Call Features (MCF).

NOTE
2. T1 ground start trunks do not support Caller ID.
• E&M Interface: E&M trunks, also called tie lines, are special trunks that tie two distant
telephone systems together. They allow the users of either telephone system access to the
users and resources of the other telephone system.
• Off-Premises Extensions (OPX): Off-premises extensions are remote single line DTMF
phones connected to the T1M or T1M-2 module through telephone company OPX circuits
or customer-provided circuits.

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Fractional T1 (FT1), which uses fewer than the standard 24 circuits, can be used on the Mitel
system. If FT1 is used, the unused circuits of the T1M or T1M-2 port must be unequipped.

Table 27 shows examples of T1 installations.

Table 27: T-1 Span Applications

In this application, the T1M or T1M-2 modules are connected
System-to-CO
directly to the central office. The Line Build Out (LBO) is
programmed to support the distance to the CO or the nearest
T1 #1
CO
repeater. Both modules draw reference clock from the public
6000’ max. network and are slave clocks. One module is designated as the
T1 #2 system reference clock.
CO
6000’ max.

In this application, two Mitel systems are connected through a T1

System-to-System with repeater(s)
repeater. Both T1M or T1M-2 modules have the LBO
programmed to support the distance to the T1 repeater. One
Master Slave module is designated as the master clock and the other is the
System T1 System
T1 6000’ repeater 6000’ T1 slave clock, which receives reference from the master clock.
max. max.

In this application, two Mitel systems are connected directly to

System-to-System without repeaters each other. The T1M or T1M-2 modules have the LBO
programmed to support the distance between the Mitel systems.
Master Slave One module is designated as the master clock and the other is
System System the slave clock, which receives reference from the master clock.
6000’ max.
T1 T1

In a T1 network that involves multiple CO and T1 module

Sample T1 Network
connections, the LBO is determined by each connection. In the
System #1 example shown here, the two T1 modules connected to the CO
receive reference clock from the public network and are slave
T1 #1 CO 1 System #2
clocks.
T1 #2 T1 #1 The two that are connecting the Mitel systems do not draw
T1 #2 CO 2 reference from the public network. T1 #2 on System #1 is the
master clock and T1 #1 on System #2 is a slave clock.

Dual T1/E1/PRI Module Features

The T1M-2 provides the same functional capability as the T1M. Equipped with two independent
digital trunk interfaces, the T1M-2 also provides a dedicated local processor, echo cancellation
options, and DTMF tone detection.

The local processor offloads real-time PRI functions from the Processor Module (PM-1). It
addresses interrupt latency issues and services the ISDN stack in a timely manner.

Integrated span-side and system-side echo cancellers on the T1M-2 support improved audio
quality. The span-side echo canceller addresses field problems when a span-side system is
generating echo. The system-side echo canceller works to eliminate echo that may be
transported over a T1, T1/PRI, or E1/PRI span from an on-board device.

Nonblocking DTMF tone detection supports a scalable architecture that allows system
resources to increase as trunk density increases.

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For module installation procedures, refer to the “Installation” chapter in the MiVoice Office 250
Installation and Administration Manual .

Variable T1 Span Characteristics

When purchasing a T1 span, several variables are involved, depending on the T1 application
required. For details, see page 178. The following variables must be considered when ordering
a T1 span:
• Module framing type: The type of framing scheme used by the T1 spans connected to
the module can be D4 Superframe—normally used for voice transmissions—or Extended
Superframe (ESF). ESF is usually used for data transmissions.
• Zero code suppression scheme: The T1 span zero-suppression scheme, which limits
the number of consecutive zeroes in transmissions, for the trunks on the T1M or T1M-2
module can be AMI (Bit 7), Bipolar Eight Zero Substitution (B8ZS), or None. The T1M or
T1M-2 module supports B8ZS or None.
• ISDN switch type: (Used for PRI-equipped ports only.) The system supports the following
switch types: AT&T 4ESS and 5ESS Custom, AT&T National ISDN 2, Private Networking,
and IP Private Networking.
• Line build-out (LBO): The LBO attenuation of the T1 span connected to the port must be
designated in programming. This value is determined by the distance to the nearest public
network T1 repeater.
• Reference clock programming: If the T1M or T1M-2 port is connected to the public
network, the port should be designated as a slave clock. The public network always acts
as the master clock and one digital trunk port provides the system reference clock. If the
module is not connected to the public network, but is instead connected to another T1/EI
module or a module in another telephone system, it can be a master clock or a slave clock
in relation to the circuit on the other end.
• Timers: (Timers are programmed only for PRI-equipped ports.) The ISDN timer default
values have been carefully selected to ensure proper system operation under most circum-
stances. Occasionally, one or more of the timers may need to be adjusted.
• CO Provides Progress Tones: (Used for PRI-equipped ports only) When the system
provides local ringback, some central offices (particularly in the UK) take too long to send
the system the connect message when a call is received. When the CO connects a call too
slowly, the user can answer before the caller is on the line, causing the caller to miss the
greeting (such as “Welcome to Mitel. How may I help you?”). If the CO Provides Progress
Tones flag is enabled, the system does not provide local ringback. Instead, the system
connects the call to the line and the caller hears CO ringback. That way, when the called
party answers, the calling party is already on the line. The flag is disabled by default.

This flag should be enabled for PRI spans that are used for placing outgoing calls
from another node (for example, Node 2 uses ARS to place outgoing calls using the
NOTE PRI span on Node 1). If it is not enabled, some of the calls from Node 2 may not go
out to the public network properly. It is recommended that you enable this flag for all
nodes in a system.

• Connect On Call Proceeding: (Used for PRI-equipped ports only) This flag affects outgo-
ing Primary Rate ISDN calls. If it is enabled, the system will connect the B-channel as soon

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as the Call Proceeding message is received from the CO interface. Some CO interfaces,
especially SS7 interfaces, do not send progress indicators when they are playing tones or
announcements on the B-channel. They play the tone or announcement prior to sending
the progress message, after the call proceeding. In this case, if the flag is disabled, the
user experiences audio clipping. If the flag is enabled, the channel is opened when the call
proceeding message is received and the system does not have to wait for a progress
indicator (indicating alerting, busy, reorder tones or announcements).
• Operator System Access: (Used for PRI-equipped ports set for National ISDN2 only)
When National ISDN 2 is used, there is an option to enable Operator System Access (OSA).
OSA is required by some central offices. If this flag is enabled, the user will be allowed to
request access to an operator services system.
If using ARS with National ISDN 2, and OSA is enabled, you must remove Dial Rule #2
NOTE
Echo Toll Field from the Operator and International Operator Route groups.

• Send International Toll Digits: If Enabled, which is the default state of this flag, the system
sends international toll digits such as “011” in the dial string in addition to the number type.
If Disabled, the toll digits are stripped from the dial string for international calls using ISDN
trunks. If the CO ignores the number type, make sure this flag is Enabled.

When ordering Primary Rate Interface services, see Table 28 for the parameter settings and
other information your carrier will need to know:

Table 28: Primary Rate Interface Parameters and Settings

PARAMETER SETTING
Protocol Custom ISDN or National ISDN 2
Signaling Clear Channel 64Kbs
Framing ESF
Coding B8ZS
Jack Type RJ-48C
Data Normal (not inverted)
Glare CPE Yields on Incoming Calls

PRIMARY RATE B-CHANNEL TRUNKS

The MiVoice Office 250 supports Primary Rate B-channels. Each port on a T1M or T1M-2
module consists of 23 B-channels. Each B-channel is programmed as an individual trunk in
the database. In Europe and Australia, Primary Rate trunks consists of 30 B-channels and 2
D-channels on an E1 line.

The system is designed to support only AT&T 4ESS Custom, AT&T 5ESS Custom, National
ISDN 2, and DMS-100 switch types or Private Networking. No other switch types are currently
supported by the Mitel system.

Primary Rate trunks that are not subject to toll restriction will not return dial tone. This is
because these unrestricted trunks are treated as if they are connected to another Mitel
NOTE
system. Therefore, no dial tone is provided, no digits are collected, and the setup is
immediate.

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B-channel trunks can be combined with other types of trunks in any trunk group.

If a user attempts to place an outgoing call using an individual B-channel trunk, the system
sends a Setup Request to the network that requests that B-channel. If the network specifies a
different B-channel (possibly because of a glare condition), the system releases the call and
the user hears busy tone. The call camps on to the selected B-channel trunk. If the same
situation occurs when the user selects a B-channel through a trunk group or ARS, the system
will simply move to the next available trunk instead of camping on.

The CO Hookflash [Recall] feature cannot be used on B-channel trunks.

Available ISDN services that are supported and not supported by the system appear in Table
29. If the B-channel trunks provide a service that is not supported, the system will continue to
function properly. However, the system will not make use of the service.

Table 29: ISDN Services Supported and Not Supported

SUPPORTED BY THE MITEL SYSTEM NOT SUPPORTED
• Automatic Number Identification (ANI) • D-Channel Backup
• On-Demand B-Channel Selection • Flexible Billing
• Dialed Number Identification Service (DNIS) • Network Ring Again
• Calling Party Number • Non-Facility Associated Signaling (NFAS)
• Call-By-Call Service Selection • Primary Rate Inter face Nodal/Centrex Express
• PRI and Private Line Integration
• Switched Digital Services
• User-to-User Information
• Wide Area ACD

Primary Rate Call Type: All Primary rate ISDN calls have a specific number type (International,
National, Network, or Local/Subscriber) and numbering plan field (ISDN, Telephony, or Private)
indicated in the call setup message to the public network peer. In certain cases, front end
equipment interfacing with the ISDN user (CPE) peer requires a specific number type and/or
numbering plan. The number type and numbering plan are programmable per call type for each
equipped primary rate circuit. The operation of this feature is transparent to the user. Once the
number type and numbering plan are programmed, the Primary rate call setup message will
include this information for each call. To set the Primary Rate Call Type for a T1M or T1M-2
module, select System and Chassis, then double-click on the module (or right-click and select
Explore Module). Then select Call Type.

Trunk Group PRI Call By Call Feature

System trunk groups provide limited access to PRI Call By Call services. Each trunk group that
contains B-channels can be assigned a PRI Call By Call feature to use for outgoing calls. The
supported Call By Call features include switched digital circuit services, foreign exchange, TIE
services, local exchange, OUTWATS, interexchange carrier services, and custom AT&T and
Nortel private networks, features, and services. If the customer wants to use more than one
PRI Call By Call feature, there can be multiple trunk groups, each programmed to use a different
feature. The customer then can select the Call By Call feature by selecting the trunk group
associated with the feature.

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When the trunk group has a programmed Call By Call feature, all channels within the specified
trunk group will indicate the PRI Call By Call feature code in the outgoing ISDN message. Each
outgoing ISDN call sends a SETUP message on the Primary Rate D-channel that contains the
B-channel (voice channel) assignment, called digits information, and the network-specific
facility. The PRI Call By Call feature is specified within the network-specific facility, ISDN
information element which contains the Call By Call feature code.

To properly program the PRI Call By Call feature, the installer must analyze the customer’s
ISDN outgoing call traffic and configure the amount of B-channels needed to support a particular
Call By Call feature or service. In the service order, the installer must request the Call By Call
service for the PRI span or a subset of channels.

The installer selects the Call By Call feature during trunk group programming by selecting the
desired PRI Call By Call feature. After the trunk group has been created and assigned to a Call
By Call feature, the appropriate ISDN B-channels are programmed into the trunk group.

The phone user dials ARS or a PRI trunk group extension. The system selects the trunk group’s
programmed Call By Call feature. The system automatically inserts the Call By Call feature into
the ISDN call control message and transmits the message to the public network. The Public
Network accepts or rejects the requested Call By Call feature in the ISDN message. The PRI
Call By Call feature supports the following services:
• Call By Call Inactive
• AT&T ACCUNET Switched Digital
• AT&T Banded OUTWATS
• AT&T Carrier Operator
• AT&T DIAL-IT 900 / MultiQ
• AT&T Electronic Tandem Network
• AT&T Foreign Exchange
• AT&T International 800
• AT&T International LDS
• AT&T INWATS
• AT&T Local Operator
• AT&T MEGACOM
• AT&T MEGACOM 800
• AT&T National ISDN INWATS
• AT&T Private Virtual Network
• AT&T TIE Trunk
• AT&T Unbanded OUTWATS
• AT&T WATS Band
• AT&T WATS Maximal Band
• Nortel Foreign Exchange
• Nortel INWATS
• Nortel OUTWATS

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• Nortel Private Network

• Nortel TIE trunk

Overlap Sending and Receiving

With overlap sending, the system can send some or no called number digits in the setup
message and send additional digits (or overflow digits) in subsequent information messages.
You can also program the system to use the overlap sending protocol immediately. If this option
is selected, the setup message contains no called number digits, and all digits are sent in
subsequent information messages as the digits are dialed.

Currently, the overlap sending/receiving protocols are supported with PRI Net 5 and BRI Net
NOTE
3 switch types, which are prevalent in the European and Mexico markets.

With overlap receiving, the system can receive some or no called number digits in the setup
message, followed by overflow digits in information messages. The system will not route the
call based on these digits until it receives an indication from the network provider that all digits
have been sent. If the network provider does not send such an indication, the system waits
until the Overlap Receiving Timeout Timer has expired. Once this timer has expired, the call
is routed based on the digits received.

DID/DDI TRUNKS
Direct Inward Dialing (DID) [Direct DIaling Inward, DDI, in Europe] is available on T1M or T1M-
2 modules and Single-Line Adapter (SLA) interfaces. For more information about T1 modules,
refer to the “Installation” chapter in the MiVoice Office 250 Installation and Administration
Manual . E&M trunks on T1M or T1M-2 modules can also be designated as DID [DDI] trunks.

DID [DDI] allows an outside party to dial into the system without attendant intervention. To gain
direct access to the system, an outside party dials a number that was assigned by the telephone
company to the DID [DDI] trunks installed on the system. The system then provides ring signal
to the proper phone(s), hunt group, or DISA according to the programmed ring-in for that DID
[DDI] number.

DID [DDI] trunks are purchased with blocks of numbers. When a caller dials one of the numbers,
the central office rings the trunk that contains that number. When the system answers the call,
it handshakes with the central office and receives digits that tell it which DID [DDI] number was
dialed. The system then routes the call according to the call routing programmed for that number.

When a call is placed to a DID [DDI] trunk, one of three things will happen:
• If the receiving DID [DDI] trunk is programmed for “Immediate” start type, it will immediately
begin receiving the dialed digits to the receiving system.
• If programmed for “Wink” start type, the DID [DDI] trunk performs a “handshake” to signal
that it is ready to receive the incoming digits. (This is the default start type.)
• If programmed for “Delay Dial” start type, the DID [DDI] trunk will perform a handshake and
pause before receiving any digits.

Each DID [DDI] trunk is programmed with a base number and is programmed to collect a set
number of digits. The base number is made up of the digits that are dialed by the caller that
are not re-dialed by the central office after the handshake. For example, if the dialed number

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is 961-9000 and the base number is 9619, the central office would send only 000 after the
handshake. The system would then send the call to the ring-in destination associated with 000
in the trunk’s call routing table. The number sent to the phone display could combine the base
number and the collected digits to show 961-9000 or can be programmed to show a name.

DID trunks are programmed into trunk groups. However, because DID trunks do not allow
outgoing calls to be placed, the outgoing access programming for the trunk group is ignored.
If a user attempts to seize a DID/DDI trunk for an outgoing call, the user will hear reorder tones
and the phone display will show OUTGOING ACCESS DENIED.

The DID/E&M Receive Busy Instead Of Camp-On phone flag determines whether E&M and
DID/DDI callers will receive busy signal or receive ringback and camp on when calling a busy
phone. In the default state, busy tones are disabled and the callers hear ringback while camped
on to the called phone. This flag is programmed on a phone-by-phone basis. For programming
instructions, see “Phone/Phantom/Hot Desk Profile Flags“ on page 441.

DID TRUNKS

Customer has purchased a DID trunk using the base digits

555, but may have many numbers assigned to the trunk.

CALL DISPLAY:
ROUTING 555-0444
CO TABLE RINGING IN

0444 = Ext. 1222

DID TRUNKS: DID digits

0444 sent to system Ext. 1222

INCOMING CALL:
Caller dialed
555-0444

The following programming is required to use the DID [DDI] feature:

1. If installing DID on a T1M or T1M-2 module, do the following:
a. Install digital trunks. For more information about digital trunks, refer to the “Installation”
chapter in the MiVoice Office 250 Installation and Administration Manual .
b. Install and configure a T1M module. For more information about T1 modules, refer to
“Installation” chapter in the MiVoice Office 250 Installation and Administration Manual
. Configure the appropriate circuits as “DID” and assign extension numbers to the
trunks. If you are using an E&M trunk, see page 186.
c. Program the T1M or T1M-2 module as required.
2. Program the individual trunks as described on page 252.
3. Create a trunk group that contains the DID [DDI] trunks. Program the trunk group to ring
in to a Call Routing Table. (Write down the Call Routing Table number. It will be programmed
in step 5.) If there are only DID [DDI] trunks in the trunk group, or the trunks will be used
only for incoming calls, you can flag the trunk groups as “Incoming Only.”
4. Program a Call Routing Table to be used by the DID [DDI] trunk group. Set up the table
using the DID [DDI] numbers to match the programming performed in step 3. For more
information regarding Call Routing Tables, see page 264.

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5. If the default state has been changed, enable call information for phone displays. For more
information, see page 190.

E&M TRUNKS
E&M trunks are special trunks that tie two distant telephone systems together. They allow the
users of either telephone system access to the users and resources of the other telephone
system. For details about programming overlap sending and receiving, see the previous section.

NOTE This feature is available only on T1M or T1M-2 modules.

E&M trunks, like standard trunks, may be programmed to ring in to call routing tables, individual
phones, multiple phones, or hunt groups, or as a DISA call. If programmed to ring-in at a single
phone, the E&M call will follow any programmed forward.

When a call is placed over an E&M interface, one of the following events happens:
• If programmed for Immediate start type, the calling system immediately begins sending the
dialed digits to the receiving system.
• If programmed for Wink start type, the systems perform a handshake to allow the receiving
system to signal that it is ready to receive the digits dialed by the other system. Wink start
is the default type.
• If programmed for Delay Dial start type, the calling system waits until its E&M Dial Delay
timer expires before sending any digits to the receiving system.
• If programmed for Dial Tone start type, the calling system waits until it receives dial tone
from the other system before sending any digits.

E&M trunks can be programmed to support DI. Other options include DNIS and ANI. E&M
trunks are programmed into trunk groups. The trunk group programming determines day and
night mode outgoing access for the trunks.

When the system is in the default configuration, all E&M trunks are configured for DTMF
signaling. If necessary, some or all of the trunks can be reprogrammed for dial-pulse signaling
through database programming.

The DID/E&M Receive Busy Instead Of Camp-On phone flag determines whether E&M and
DID callers will receive busy signal or receive ringback and camp on when calling a busy phone.
In the default state, busy tones are disabled and the callers will hear ringback while camped
on to the called phone.

The following programming is required to use the E&M feature:

1. Install and configure a T1M module. For more information about T1M modules, refer to the
“Installation” chapter in the MiVoice Office 250 Installation and Administration Manual .
Configure the appropriate circuits as “E&M” and assign extension numbers to the trunks.
2. Program the T1M or T1M-2 module as required.
3. Program a Call Routing Table to be used by the E&M trunk group. If the Table will be used
for DID service, set up the table using the DID numbers. For Call Routing Table program-
ming instructions, see page 264.

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4. Create a trunk group that contains the E&M trunk(s) and program it to ring in to the Call
Routing Table created above. For programming instructions, see page 206.
5. Program the individual trunks (see page 252). If marked for DID service, program the
numbers to match the Call Routing Table created above.

BRI TRUNKS
The Basic Rate Module (BRM-2) provides the Basic Rate 2-Interface ISDN service for
communication. The module fully implements the ISDN S/T interface. Each of the two BRI ports
consists of two bearer (B) channels and one data (D) channel with HDLC support. The ports
provide full I.430 ITU S/T ISDN support for trunks (TE mode). The BRM-2 does not support
stations (NT) mode. Each BRM–2 provides two circuits for connecting BRI trunks to the system.
See page 209 for configuring a BRM.

SIP TRUNKS
The system supports SIP (Session Initiated Protocol) trunks to reach the CO. SIP trunks allow
the system to communicate with the CO via SIP-enabled gateways. As the SIP protocol
becomes more and more popular, it is important to be able to communicate to SIP gateways
in the IP-centric world. For more details, see the following pages:
• SIP Gateways on page 246
• Gateway SIP Trunks on page 248
• Service Provider SIP Trunks and SIP Trunk Groups on page 716

TRUNK FEATURES
This section explains the trunk functions and programmable features. For information about
trunk capacities, refer to the “Specifications” chapter in the MiVoice Office 250 Installation and
Administration Manual .

NOTICE
While this system is designed to be reasonably secure against CO trunk misuse by outside callers, there
is no implied warranty that the system is not vulnerable to unauthorized intrusions, toll fraud, or
unintended toll charges. If the central office does not provide supervision, it will not disconnect the call
when one party hangs up, making it possible for a caller to remain connected to a CO trunk circuit. If this
happens, and the outside caller remains connected, toll charges could continue to accrue until the
outside caller hangs up. Or, if this happens, and the outside caller begins dialing, the call could be placed
through the system and would then be billed to the system’s owner. The system cannot check this type
of call for toll restriction and may not register the call in SMDR. This problem could arise when a call is
connected to a phone or when a call is in an unsupervised conference.

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TRUNK ACCESS CODES

Use the following feature codes when selecting a trunk to place an outgoing call.

Table 30: Trunk Access Codes

CODE
USA
[EUROPEAN/
FEATURE NAME AUSTRALIAN] DEFINITION
Automatic Route Selection 92000 Allows the system to select the desired route for
(ARS) placing a call, as programmed in the database.
Trunk Group Access 1–208 92001–92208 Selects an available trunk from a programmed
group of trunks for placing an outside call.
Emergency Calls 911 Entering this feature code selects an outgoing
[999] trunk and automatically dials the programmed
[112] emergency number (defaults to Trunk Group 1
and 911 in U.S. systems; 999 in systems in the
European market primarily in the UK; 112 in
Europe outside of the UK, and Australia).
Outgoing Call 8 Selects an outgoing trunk according to the
programmed outgoing access mode for that
phone. (Mitel phones use the OUTGOING
button or a CALL button.) This code is also used
in the European and Australian markets.

ANSWER FEATURE CODE

For calls that are ringing or holding at the phone, the user may enter the Answer feature code
(351) or press the ANSWER button. When more than one call is ringing or holding, the following
priorities determine which call is answered first:
• Ringing calls (ring ins, recalls, callbacks, or transfers) are answered in the order they were
received.
• Calls on individual hold are answered in the order they were placed on hold.

CALLER ID, DNIS, AND ANI

The MiVoice Office 250 supports Automatic Numbering Identification (ANI), Caller ID for multi-
line phones, and Dialed Number Identification Service (DNIS).

For Release 6.1 and higher, MiVoice Office 250 allows the decoding of Calling Line Identification
(CLID) information in countries which use variations of BT CLIP (British Telecom Calling Line
Identification Presentation) signaling on analog trunks.

BT CLIP supports the delivery of Caller ID information on analog trunks in the UK, and the
standard is commonly known as BT CLIP. BT CLIP is an on-hook capability that provides the
user with information about the caller before actually answering a call.

A new trunk Service Type and timer parameters are added in MiVoice Office 250 Database
Programming to support BT CLIP. BT CLIP replaces ETSI DTMF Caller ID. When configuring

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a Loop Start trunk, the Service Type options now include Bellcore FSK Caller ID and British
Telecom FSK.

When configuring a Loop Start trunk, the following Service Type options are supported:
• Bellcore FSK Caller ID
• British Telecom FSK

NOTICE
Your use of Mitel products and/or services, including but not limited to certain Caller ID features, may
be subject to US, UK, and Canadian regulations and laws. For example, transmitting misleading or
inaccurate caller ID information with the intent to defraud or deceive may be a violation of the Truth in
Caller ID Act of 2010. Mitel does not promote use of its products and/or services in such a manner and
any such use by you which knowingly contravenes local or national governments laws is at your own
risk. Mitel strictly disclaims any liability which may be associated with your wrongful use.

If the Loop Start trunk has been configured with one of the Service Type options above, and
caller ID does not work after it has been enabled in Database Programming, perform the
following:
1. Check the Connected to CO flag. The value should be Yes.
2. Run a Hybrid Balance Test (see page 1149).
3. Restart Database Programming.
4. Review the results of the test. If the Echo Return Loss (ERL) value is not the optimal setting
value, change it to the optimal value (see page 1152 and page 1153 for details).

Definitions

The following features provide information about the source of the call.
• ANI: Identifies the caller’s telephone number. The system receives a specified number of
digits.
• *ANI*: A form of ANI that does not have a specified number of digits. The system receives
a star (*) before the ANI digits to signal the beginning of the caller’s telephone number.
Another star after the digits signals the end of the ANI information.
• Caller ID: Provides the caller’s telephone number and/or name on multiline phones only.
• DNIS: Identifies the number that was dialed to reach your location. The system receives a
base number and a specified number of digits that identify the dialed number.
• *DNIS*: A form of DNIS that does not have a specified number of digits. The system receives
a star (*) before the DNIS digits to signal the beginning of the dialed number. Another star
after the digits signals the end of the DNIS information.
• *ANI*DNIS*: A two-stage address service that provides both the caller’s telephone number
and the dialed number. It combines the *ANI* and the *DNIS* features.

The network retains trunk and outside party information and passes that information along
when a call is routed from node to node. With the preceding features and call routing tables
activated, the system can identify each incoming call and send it to selected destinations. For
example, calls identified with Caller ID or ANI from specific regions of the country can be sent

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to the appropriate sales representative or calls from specific locations can be sent to selected
individuals. Or, using DNIS information, responses to advertisements using one 800 number
can be sent to one hunt group and calls from other 800 numbers can be sent to other hunt
groups. Or, they can all be sent to the same destination with different identifying names for the
phone displays (such as Magazine Ad, TV Ad, and so forth).

Call information services (Caller ID, ANI, and DNIS) must be enabled for the individual trunks.
Loop start trunks can use Caller ID. T1 spans programmed for E&M or DID can use ANI and
DNIS. For more information, see “Unsuppressed SMDR Fields by Trunk Service Type“ on
page 97.

The system supports the transmission of Caller ID to single line phones that terminate on IP
Single-Line Adapters. This feature uses Automatic Number Identification (ANI), or Caller ID.
Once programmed, on-hook single line phones display the calling party’s telephone number
and name (if available) when receiving an incoming central office (CO) call. The Caller ID
information is also displayed if the single line phone receives a transferred call from another
phone that has calling party information. Caller ID is not transmitted to single line phones
attached to Single-Line Adapters (SLAs). However, Caller ID is transmitted to single line phones
connected to SLM-4 and SLM-8 ports. All SLM-8 module ports have Caller Identification transmit
(CID Tx) capability. Caller ID is transmitted to IP display phones and displayed after the first ring.

Phone Displays

Whether call information appears on the phone display, and what information appears, is
determined by phone flags in the database. The flags are:
• Expanded CO Call Information On Displays: This phone flag determines whether call
information (trunk name or call information) is displayed at the phone. If it is enabled, the
Outside Call Party Information Has Priority flag determines what is displayed. If it is disabled,
the programmed trunk group user name will appear on the display. In the default state, this
flag is enabled.
• Outside Party Call Information Has Priority: (not used on single line phones) If the
Expanded CO Call Information flag is enabled, this flag determines what information is
displayed at the phone. If enabled, any call that is received on a trunk that provides outside
call information (for example, Caller ID or ANI), will be identified on the phone display with
the call information. If disabled, the display will show the DID or DNIS information for the
call (if available). In the default state, is it enabled.
• Display Outside Name: If the Display Outside Name phone flag is enabled, the user can
switch between the outside party name and number when connected to a CO call with
outside party information. The user enters the Display Outside Party Name On/Off feature
code (379). In addition, the enhanced ring-in displays will provide the user with more infor-
mation such as both Caller ID name and number if available, or tell the user if a Caller ID
number is blocked or out-of-area. This is a phone-only flag. In the default state, this flag is
enabled.

The system will provide the user with advanced displays for direct ring-in calls, if the phone
has “Expanded CO Call Information On Displays” and “Outside Party Call Information Has
Priority” phone flags enabled (by default they are enabled).

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A typical direct ring in display would look like the following: “TRNK GRP 1 RINGING IN.”
However, with the enhanced displays, the system will attempt to display the name of the outside
caller on line 1 and the number of the outside caller on line 2.

When a CO call rings into the system, the system uses the following criteria to determine the
name that will appear on the display phones. The criteria are listed from highest priority to
lowest priority.

Display Line 1

The following criteria are used to display the name on the top line of the ring-in display. This
assumes that all of the necessary phone flags are properly set and usernames are correctly
filled in or left blank (at the programmer’s discretion) for Call Routing Tables and Trunk Group
Names.
1. Outside Party Name provided by the Desktop Application, if available.
2. Outside Party Name provided by Caller ID, if enabled at the phone level.
3. Outside Party Name provided by System Speed Dial. If the collected number matches a
number in a Speed Dial bin, the system uses the name of the matching Speed Dial bin.
4. Outside Party Number provided by the Desktop Application.
5. Outside Party Number provided by Caller ID, if enabled at the phone level.
6. Outside Party Number provided by ANI service, if enabled at the phone level.
7. Call Routing Table Name, if the name is not blank.
8. Trunk Group Name, if the name is not blank.
9. Default Trunk Group Name (TG XXXXX).

Display Line 2

The following criteria are used to display the number on the bottom line of the ring-in display.
This assumes that all of the necessary flags are properly set.
1. Outside Party Number provided by the Desktop Application, if available.
2. Outside Party Number provided by Caller ID, if enabled at the phone level.
3. Outside Party Number provided by ANI service, if enabled at the phone level.
4. Number Absence Reason, such as Caller ID “OUT-OF-AREA” or “PRIVATE” (blocked)
message.
5. RINGING IN display.

ANI and Caller ID information is also sent to the Voice Mail application to provide the caller’s
telephone number as part of the message envelope.

Caller Information features require the following special programming:

• Caller information display phone flags must be enabled in database programming.
• The call information services must be enabled for the individual trunks.

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CALLER ID PROPAGATION

Caller ID (CID) propagation allows Call Processing (CP) to send caller ID information from any
incoming services to the public or private network using Primary Rate Interface (PRI) or Basic
Rate Interface (BRI) Integrated Services Digital Network (ISDN) circuits. In the European
market, CID is known as Calling Line Identification [CLID]. When CID is enabled, the system
includes information that identifies the caller to the public or private network.

The CID/CLID information can be a phone username or extension, caller number (Calling Party
Number or Name), or incoming CID information. The system software can process any incoming
caller ID information and then re-send this information via an ISDN circuit with some limitations.
Basically, caller ID received via an ISDN, analog line, or T1 circuit can be processed and sent
out to an ISDN circuit. CID information can also be propagated between nodes.

CID information presented by the system results from any one of the following events:
• A call that is originated from a phone on the system.
• A call that is from the redirection of an external call.
• The system programmable fields in DB Programming:
• Send Station Extension/Username to Attached PBX on page 550 (for trunk groups)
• Propagate Original Caller ID on page 551 (for trunk groups)
• Do Not Propagate Original Caller ID to P-Asserted Identity on page 552
• Wait for ISDN Caller ID Information on page 553 (for trunk groups)
• Calling Party Name on page 435 (for phones)
• Propagate Original Caller ID on Transfer on page 446 (for phones)
• Propagate Original Caller ID on Transfer on page 947 (for voice mail)

See page 192 for troubleshooting information.

Troubleshooting Caller ID Propagation

The following table lists troubleshooting information for the Caller ID Propagation feature.

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Table 31: Caller ID Propagation Support Troubleshooting Tips

SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION
Incoming trunk caller ID does The original incoming trunk call did Enable service with the Central Office
not propagate to an outbound not have caller ID. (CO) provider to ensure incoming trunk
PSTN call. calls have caller ID.
The “Propagate Original Caller ID Enable the “Propagate Original Caller ID
for Unanswered Calls” flag for the for Unanswered Calls” flag for the correct
correct CO trunk group is not CO trunk group.
enabled.
The outbound call is sent out on a For Caller ID Propagation, the customer
non-ISDN PSTN line. must use an ISDN line to propagate caller
ID.
The original trunk is answered by Currently, the system does not support
the system (either through a Voice propagating caller ID for incoming trunk
Mail application, human operator, calls that are answered and then
or Unified Communicator). transferred back out to the PSTN.
If the cause is none of the above, Call the CO provider to determine why the
the Central Office may not support ISDN caller ID information is not
the ISDN message for propagated. If the CO cannot resolve this
propagating caller ID. issue, contact Mitel Technical Support and
provide the following information:
1) the ISDN switch type where outbound
calls were made; and
2) freeze of this call scenario.

Page 1 of 2

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Table 31: Caller ID Propagation Support Troubleshooting Tips (continued)

SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION
Caller ID does not propagate The “Send Station Extension/ Enable the “Send Station Extension/
to external PBX. Username to Attached PBX” flag is Username to Attached PBX” flag for the
not enabled for the correct CO correct CO trunk group.
trunk group.
The outbound call is sent out on a For Caller ID Propagation, the customer
non-ISDN PSTN line. must use an ISDN line to propagate caller
ID.
An unsupported SIP gateway is Verify that the SIP gateway has been
used to connect the system to an officially tested. If the SIP gateway is
external PBX. officially supported, call Mitel Technical
Support and provide the following
information:
1. the ISDN switch type where outbound
calls were made;
2. the type of gateway used to connect to
external PBX;
3. ISDN switch type settings on SIP
gateway; and,
4. freeze of this call scenario.
For a more current list of compatible SIP
gateways, refer to KB article 09-4940-
00056 on the Mitel Knowledge Base
Center (http://domino1.mitel.com/
prodsupp/prodsupkb.nsf/
WebSearchForm?OpenForm). Note that
you must first log on to Mitel OnLine
(http://portal.mitel.com/wps/myportal/
MOLHome) in order to access the KB.
The customer reports station Two specific conditions cause this There is a scenario where station Caller ID
caller ID name (and only to happen: 1) the outbound ISDN Propagation is used over a networked
name) is not propagating to line is configured as a DMS-100; ARS configuration, and the station
an external PBX. The and 2) the originating extension is username will not be passed in the ISDN
customer is using a SIP calling out ARS and ARS is routing calling party name field. If the outgoing
gateway to communicate to the call to a remote node. ISDN line uses the “display IE” method to
an external PBX. transfer the calling party name, the calling
party name will not use the station's
username. Instead of the username, the
system uses the calling party name as the
name.

Page 2 of 2

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CALLER ID FORWARDING

The following table lists troubleshooting information for the Caller ID Forwarding feature.

Table 32: Caller ID Forwarding Support Troubleshooting Tips

SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION
The customer reports The original incoming trunk Enable service with the CO provider to ensure
incoming trunk caller ID call did not have caller ID. incoming trunk calls have caller ID.
does not forward to an
The system administrator has Enable the “Propagate Original Caller ID for
outbound PSTN call.
not enabled the “Propagate Unanswered Calls” flag for the correct CO trunk
Original Caller ID for group.
Unanswered Calls” flag for the
correct CO trunk group.
The outbound call is sent out a For Caller ID Forwarding, the customer must use an
non-ISDN PSTN line. ISDN line to forward caller ID.
The original trunk is answered Currently, the system does not support propagating
by the system (either through caller ID for incoming trunk calls that are answered
a Voice Mail application, and then transferred back out to the PSTN.
human operator, or Unified
Communicator).
If the answer is none of the Call the CO provider to determine why the ISDN
above, the CO may not caller ID information is not forwarded. If the CO
support the ISDN message for cannot resolve this issue, contact Technical Support
propagating caller ID. and provide the following information: 1) the ISDN
switch type where outbound calls was made; and 2)
freeze of this call scenario.
The customer reports The system administrator has Enable the “Send Station Extension/Username to
phone caller ID does not not enabled the “Send Station Attached PBX” flag for the correct CO trunk group.
forward to external PBX. Extension/Username to
Attached PBX” flag for the
correct CO trunk group.
The outbound call is sent out a For Caller ID Forwarding, the customer must use an
non-ISDN PSTN line. ISDN line to forward caller ID.
An unsupported SIP gateway Verify that the SIP gateway has been officially tested.
is used to connect the system If the SIP gateway is officially supported, call
to an external PBX. Technical Support and provide the following
information: 1) the ISDN switch type where outbound
calls was made, 2) type of gateway used to connect
to external PBX, 3) ISDN switch type settings on SIP
gateway, and 4) freeze of this call scenario. For a
more current list of compatible SIP gateways, refer to
KB article 09-4940-00056 on the Mitel Knowledge
Base (KB) Center (http://domino1.mitel.com/
prodsupp/prodsupkb.nsf/
WebSearchForm?OpenForm). Note that you must
first log on to Mitel OnLine (http://portal.mitel.com/
wps/myportal/MOLHome) in order to access the KB.

Page 1 of 2

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Table 32: Caller ID Forwarding Support Troubleshooting Tips (continued)

SYMPTOM POSSIBLE CAUSE CORRECTIVE ACTION
The customer reports Two specific conditions cause There is a scenario where phone Caller ID
phone caller ID name this to happen: 1) the Forwarding is used over a networked ARS
(and only name) is not outbound ISDN line is configuration, and the phone user name will not be
propagating to an configured as a DMS-100; passed in the ISDN calling party name field. If the
external PBX. The and 2) the originating outgoing ISDN line uses the “display IE” method to
customer is using a SIP extension is calling out ARS transfer the calling party name, the calling party
gateway to and ARS is routing the call to name will not use the phone's user name. Instead of
communicate to an a remote node. the user name, the system uses the calling party
external PBX. name as the name.

Page 2 of 2

DAY AND NIGHT MODES

Separate lists exist in the database for class-of-service, outgoing-access, allowed-answer,

emergency outgoing access, and ring-in assignments for day and night modes. When an
administrator enters the Night Ring feature code, the system uses the night mode lists. When
the system is in day mode, the day lists are used. Active calls are not affected when the mode
is changed.

Administrators can place any or all remote nodes into night mode or day mode. The default
feature code for Enable Network Night is 9861. The default feature code for Enable Network
Day is 9862. For more information, refer to the MiVoice Office 250 Phone Administrator Guide,.

The Night Ring On/Off feature code (9860) affects only the node on which the administrator
NOTE
resides.

DIRECT INWARD SYSTEM ACCESS

Direct Inward System Access (DISA) is a programmable feature that allows an outside party
to dial into the system from an external DTMF telephone and then dial extension numbers, hunt
group pilot numbers, and off-node device extensions. DISA callers do not have access to
outgoing trunks or page zones.

Any of the trunk groups can be programmed to receive incoming DISA calls in day or night
mode. When not in use for DISA, the trunk group can be used for placing outgoing calls by
phones with outgoing access permission.

NOTE DISA is not supported on SIP trunks.

Due to the natural characteristics of the trunk, the volume level of DTMF tones transmitted over
the trunk may be substantially reduced before reaching the system. This natural degradation
in tone volume may adversely affect the reliability of the DISA feature. Other factors which can
affect DISA performance are trunk noise and the quality and strength of the DTMF tones
generated by the off premises phone itself. If the system cannot recognize a DTMF digit, the
call is automatically sent to the primary attendant.

When a DISA user calls a phone extension number, the call rings as a direct ring-in call, even
if the called phone is busy or in Do-Not-Disturb mode. The DISA caller hears music or ringing
(determined by a system-wide option in database programming) until the Transfer Available or

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 Trunks and Gateways

Transfer Busy timer expires. Then, if the call is not answered, it recalls the called phone’s
attendant. If the called phone is forwarded, the call follows the programmed forward.

When a hunt group pilot number receives a call through DISA, the call rings or circulates
according to how the hunt group is programmed; that is, linear or distributed. If a caller dials a
valid hunt group pilot number that has no members assigned to it, the call automatically rings
at the primary attendant phone until the Abandoned Call timer expires. If the call is not answered
before the Abandoned Call timer expires, the call is disconnected.

Security Codes

DISA trunks can be assigned security codes of up to eight digits that are required for access
to the system. The installer can program separate codes for each DISA trunk group to be used
during day or night modes.

To prevent unauthorized access to the outgoing trunks, all trunk groups using DISA should
NOTE
have a security code.

System administrators can determine the number of times that a caller may unsuccessfully
attempt to enter a security code and/or dial an extension number. If the user does not succeed
within the determined number of attempts, the call is disconnected if the security code is invalid
or, if the extension number is invalid, the call is transferred to the primary attendant.

Using DISA
If DTMF decoders are unavailable when a DISA call is received, the incoming DISA call is
NOTE
automatically sent to the primary attendant.

To use DISA:

From a DTMF telephone, the caller dials the telephone number of the DISA trunk. When the
call is answered by the system, the caller hears system intercom dial tone

DISA

1
SYSTEM

Caller dials DISA

number, hears IC
dial tone, and 2
enters DISA Caller can dial Voice Processing,
security phone, or hunt group extension
password, if number.
required.

If a single progress tone is heard, the caller must enter the appropriate day or night DISA
security code, followed by the pound sign (#). caller dials an extension number or a hunt group
pilot number. To call the primary attendant, the caller dials 0. The caller will hear ringing, or
may hear music if the system is equipped with Music-On-Hold, until the call is answered or
routed in accordance with system programming.

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Features and Programming Guide

DTMF OR DIAL-PULSE SIGNALING

Trunks can be designated for dual-tone multi-frequency (DTMF) signaling only through
database programming.

EMERGENCY CALLS

The MiVoice Office 250 allows immediate access to local emergency facilities whenever a
phone user enters the Emergency Call feature code. The dialing pattern defaults to:
• 911 on systems located in the USA
• 999 on systems located in Europe
• 112 on systems located in Australia

When activated, the Emergency Call feature selects a trunk or routes the call based on the
phone programming. When activated, the Emergency Call feature overrides all toll restrictions
and trunk access programming.

WARNING
Responsibility for Regulatory Compliance.
It is the responsibility of the organization and person(s) performing the installation and maintenance of
Mitel Advanced Communications Platforms to know and comply with all regulations required for ensuring
Emergency Outgoing Access at the location of both the main system and any remote communication
phones. Remote IP and SIP phones may require gateway access to nearby emergency responders.
Emergency Call phone numbers include:
• 911, the default for Mitel systems located in the U.S.
• 999, the default for Mitel systems located in the European market and used primarily in the U.K.
• If applicable, 112, an emergency number used widely in Europe outside of the UK, and Australia.
• Any emergency number, such as for a police or fire station, that is appropriate for the location of the
main system and/or remote phones.

Emergency Extensions can be programmed for each phone, and Day/Night Emergency
Outgoing Access lists are used to validate the extension making the emergency call.

When a user dials the Emergency Call phone number at intercom or CO dial tone, emergency
outgoing access is granted based on system programming and what the user dialed, as
described in the following scenarios:
• If the user dials the emergency feature code from a phone with a trunk or trunk group
programmed as the Emergency Extension, the Emergency Call feature routes the call
based on the phone’s Emergency Extension. The trunk or trunk group does not validate
the phone originating the emergency call against the trunk group’s Emergency Day/Night
Outgoing Access List. An idle trunk is seized, and the system automatically dials Emergency
Number 1.
• If the user dials the emergency feature code from a phone with ARS programmed as the
Emergency Extension:
a. The Emergency Call feature routes the call based on the phone’s Emergency
Extension.

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 Trunks and Gateways

b. The call is routed to Route Group 1.

c. The call tries the first facility group in Route Group 1.
d. The trunk group or node trunk group validates the phone originating the emergency
call against the group’s Emergency Day/Night Outgoing Access List.
e. If the call is denied, it tries the next member in the facility group. If each member denies
the call, the call tries the next facility group in the Route Group 1 list.

If everything is denied due to Emergency Outgoing Access, the call is routed once
again to Route Group 1. The call then tries the first facility group in Route Group 1.
The trunk group or node trunk group does not validate the phone originating the emer-
gency call against the group’s Emergency Day/Night Outgoing Access List. If no trunks
are available, the call tries the next member in the facility group. If all of the members
are unavailable, the call camps-on to Route Group 1 until a trunk is available.
• If the user accesses a trunk or trunk group and dials any Emergency Number (1–10), the
trunk or trunk group does not validate the phone originating the emergency call against the
trunk group’s Emergency Day/Night Outgoing Access List. An idle trunk is seized, and the
system automatically dials the emergency number.
• If the user accesses ARS and dials any Emergency Number (1–10):
a. The call is routed to Route Group 1.
b. The call tries the first facility group in Route Group 1.
c. The trunk group or node trunk group validates the phone originating the emergency
call against the group’s Emergency Day/Night Outgoing Access List.
d. If the call is denied, the call tries the next member in the facility group. If each member
denies the call, the call tries the next facility group in the Route Group 1 list.

If everything is denied due to Emergency Outgoing Access, the call is routed once
again to Route Group 1. The call then tries the first facility group in Route Group 1.
The trunk group or node trunk group does not validate the phone originating the emer-
gency call against the group’s Emergency Day/Night Outgoing Access List. If no trunks
are available, the call tries the next member in the facility group. If all of the members
are unavailable, the call camps-on to Route Group 1 until a trunk is available.
Mitel recommends that only local trunks be installed and used for emergency trunk access
and that only local trunks be programmed in Route Group 1. Programming a node in Route
NOTE
Group 1 may cause the system to access a trunk on a separate node when ARS is used for
emergency access. If this occurs, Emergency Outgoing Access is no longer validated.

The system allows the Dialing Wait After Connect timer to expire and then dials the digit string
programmed in the database as the emergency number.

At the time the call is processed, a minor alarm will be generated by the system and sent to all
administrator phones. Also, if the Message Print option is enabled, the alarm message is sent

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to the designated output port (remote node).

EMERGENCY CALL FEATURE

CALL PLACED
TO 911

SYSTEM DATABASE:
EMERGENCY EXT. =
TRUNK GROUP 1 (92001)
OR ALARM #11
DIRECT TRUNK ACCESS DISPLAYED
Phone user EMERGENCY No. = 911
dials 911

MESSAGE PRINTOUT TO REMOTE

NODE, IF ENABLED

Emergency Outgoing Access Lists

The system supports two outgoing access lists called Emergency Day Outgoing Access and
Emergency Night Outgoing Access. These lists, which are similar to the Day/Night Outgoing
Access lists, are programmable for CO Trunk Groups, SIP Peer Trunk Groups and Node IP
Connection Groups” . These lists default to the Auto Extension List PP051: Auto: All Phones.
For programming instructions, see “Extension Lists and System Groups“ on page 527.

Ten Emergency Numbers

The system can store up to 10 emergency numbers that are dialed when the Emergency Call
feature is used.

If the system is installed in an area where emergency responder services such as 911 in the
USA, 999 in the European market, or 112 in Australia are not available, Mitel recommends
substituting the phone number for the local police or fire department or the telephone company
operator.

This feature can be made inoperative by removing all trunk access and/or by removing the
dialed digit string. If Emergency Call is not operational, the system presents a warning message
that the feature has been disabled. The programmer must acknowledge or change this condition
before system operation can continue.

Like other feature codes, the default Emergency Call feature code can be changed from 911,
999, or 112 to a different code, if necessary.

An emergency number will be blocked if there are no trunks or emergency numbers programed
in the database, or all trunks in a trunk group are busy.

If the Emergency Call feature is programmed to use ARS, route group 1 (local calls) will be
used even if its dial patterns are reprogrammed.

Emergency calls, by default, use the first local trunk group and will not be sent using node trunk
groups on other nodes. However, when ARS is used to place an emergency call, Route Group
1 is used, even if it contains nodes. This means that the network can access a trunk on a node
other than the user’s node if the user accesses ARS and dials the emergency number. Local

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 Trunks and Gateways

trunks must be installed and used for emergency number trunk access and nodes should
not be used in Route Group 1. When a user places an emergency call, every administrator
in the network receives an emergency alarm.

Calling Party Number Field

Each phone can be programmed to send an identifying number when a call is placed. This
information is required by government regulation for emergency calls in some areas. Up to 48
digits can be programmed in the Calling Party Number field. However, check with your service
provider to determine their specific requirements. This number is sent in the ISDN setup
message in the Calling Party Number Information Element. In addition, the system sends the
extension number of the phone in the Calling Party Number Subaddress Information Element.
The CO should ignore this information element if it does not support the feature.

No default number exists for this field. It is up to the system administrator to supply the correct
NOTE
Emergency Calling Party Number for each phone.

If an off-premises extension is used for dialing an Emergency Number such as 911 in the USA,
999 in the European market, or 112 in Australia, the emergency responder operators will see
the Calling Party Number or the address the system chassis location rather than the address
of the off-premises location. Off-premises personnel should be prepared to give the correct
address and other pertinent information if it is not programmed as the Calling Party Number.

For programming instructions, see “Phones and Devices“ on page 377.

IP Devices and Local Loop Support

The system supports SIP (Session Initiated Protocol) trunks to reach the CO. SIP trunks allow
the system to communicate with the CO via SIP-enabled gateways. As the SIP protocol
becomes more and more popular, it is important to be able to communicate to SIP gateways
in the IP-centric world.

For a more current list of compatible SIP gateways, refer to KB article 09-4940-00056 on the
Mitel Knowledge Base Center (http://domino1.mitel.com/prodsupp/prodsupkb.nsf/
WebSearchForm?OpenForm). Note that you must first log on to Mitel OnLine (http://
portal.mitel.com/wps/myportal/MOLHome) in order to access the KB.

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Features and Programming Guide

WARNING
Possible Delay in Local Emergency Response to Remote Sites.
IP and SIP phone users should be alerted to the following hazardous situations:
• If an Emergency Call phone number is dialed from an IP or SIP phone located at a remote site that is
not equipped with a correctly configured gateway, the call will be placed from the location where the
system chassis is installed rather than from the location where the emergency call is made.
• In this situation, emergency responders may be dispatched to the wrong location. To minimize the risk
of remote site users misdirecting emergency responders, Mitel recommends regular testing of MGCP/
SIP gateway trunk(s) for dial tone.
• If uninterruptible power supply (UPS) protection has not been installed as part of the MiVoice Office
250, IP and SIP phones will not operate when electrical power fails either at remote sites or at the main
system location.
To place calls during a power failure in this situation, IP and SIP phone users can only use a single line
phone connected to one of the power failure bypass circuits built-in to the system chassis. If a phone
connected to a power failure bypass circuit is not available, users should make emergency calls from a
local phone not connected to the system. For details about installing phones to the Power Failure
Bypass circuits, refer to the “Installation” chapter in the MiVoice Office 250 Installation and Administration
Manual .

When configured with an MGCP Gateway or a SIP Gateway, the system can be programmed
so that when an Emergency Number is dialed from an IP phone, the calling name and number
associated with the IP phone—not the system—is sent to the emergency response operators.
To ensure this functionality works, the system must be programmed for remote loop termination.

The MGCP gateway is intended to connect to the PSTN. Connecting the MGCP gateway to
NOTE
single line ports on other systems is not supported.

OUTGOING-ACCESS, ALLOWED-ANSWER, AND RING-IN ASSIGNMENTS

Each trunk group has programmed lists of phones for outgoing-access, allowed-answer, and
ring-in assignments for day and night modes.
• Outgoing-access: Permits the phone user to place calls using trunks in that trunk group.
Each phone has a default outgoing access code programmed in the database. When the
user presses the OUTGOING button, presses an idle CALL button, or enters the Outgoing
Call feature code, 8 (0 in Australia), the system automatically selects an outgoing trunk.
Because the network does not allow users to directly access trunks on other nodes, each
NOTE trunk group’s Outgoing Access can contain only phones on the local node. Users must use
ARS to access trunks on other nodes.

• Allowed-answer: Permits the phone user to answer incoming calls on the trunks in that
trunk group (even if the phone does not have ring-in assignment for that trunk group).
Phones cannot have allowed-answer assignment for trunk groups on other nodes. On
phones, the individual trunk button flashes (if one exists) to indicate the ringing call. If a
phone is programmed with allowed Answer Access only (no ring-in) for a trunk group, direct
ring-in calls on that trunk group can be answered by entering the Automatic Trunk Answer
feature code (350) or pressing the flashing individual trunk button.
• Ring-in: Assigns ring-in destinations which can be one or more phones, modems, extension
lists, or Voice Processing applications; to a hunt group; to DISA; or to a call routing table.

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 Trunks and Gateways

A trunk can ring in to a phone or Voice Processing application on another node. The ring
in destination(s) for the trunk group will receive direct ring-in calls on trunks in that trunk
group. On phones with ring in, the individual trunk or CALL button flashes and the display
indicates a ringing call. Allowed answer for the trunk group is automatically assigned to a
phone with ring in.

When phones have outgoing-access or ring-in assignments, the associated individual trunk
buttons show the status of their trunks.

Phones that do not appear on any of the lists cannot place or directly receive outside calls; they
are limited to intercom calls, conferences, transferred calls, and retrieving calls on system hold.
(A call on system hold can only be picked up at the phone that placed it on hold or at a phone
that has an individual trunk button and has allowed-answer and/or outgoing access for that
trunk.)

A private trunk group with one or more trunks can be established by programming outgoing-
access, ring-in, and allowed-answer permission for the trunk group to only one phone.

For programming instructions, see “Extension Lists and System Groups“ on page 527.

TRUNK MANAGEMENT
This section describes the way the MiVoice Office 250 has been designed to facilitate efficient
management of trunk facilities.

TRUNK GROUPS

Each trunk is assigned to a trunk group. Trunk group feature codes and trunk group buttons
are used to select a trunk in one of the programmed trunk groups. Each trunk must be assigned
to a trunk group. For example, all local trunks could be in one group, while another group could
contain WATS trunks that are used for long distance calling. Unused trunks can be placed in
a single trunk group that is labeled “unused.”

All trunks in a trunk group must reside on the same node as the trunk group. The trunk group
is programmed to process outgoing calls in linear or distributed order:
• Linear trunk group: Requests for an outgoing trunk are always processed beginning with
the highest numbered trunk circuit on the list and move through the list until an available
trunk is found.
• Distributed trunk group: The first request will be processed beginning with the highest
numbered trunk circuit on the list. The next request will begin with the second highest
numbered trunk, and each subsequent request will begin one trunk lower on the list. When
the end of the list is reached, requests begin again with the highest numbered trunk on the
list.

The Camp On feature can be enabled or disabled for each trunk group. If the Camp-on feature
is disabled, callers will hear continuous busy signals when all trunks in the trunk group are in
use or unavailable. If Camp On is enabled, callers are able to camp on to the trunk group and
wait for an available trunk. See page 554 for details about trunk Camp-Ons.

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Features and Programming Guide

IP GATEWAY TRUNKS

IP gateway trunks terminate on a SIP gateway in order to interconnect the MiVoice Office 250
to the public switch telephone network (PSTN). SIP gateway trunks can be programmed on
the MiVoice Office 250 without having an adequate number of IP gateway trunk licenses.
However, in this situation the system allows only the licensed number of IP gateway trunks to
come online, based on Call Processing’s IP gateway trunk order.

All SIP gateway trunks come online first, based on their hardware addresses, whether or not
a physical connection to the SIP gateway exists. This means the IPR Application uses the first
available IP networking resource to bring the SIP gateway trunks online.

From the end-user point of view, hardware addresses are not used. Internally, however, Call
Processing uses hardware addresses.

In online mode, DB Programming posts a warning if the user attempts to program more IP
gateway trunks than the number licensed.

The system allows only the number of licensed IP gateway trunks to come online. When more
that the licensed number attempt to come online, the Message Print log identifies the trunk
extensions that failed to come online. At the same time, Alarm #127 appears on the unit chassis’
LCD panel and on the Administrator phone display.

NODES AND NODE TRUNK GROUPS

Node trunk groups: Are made up of PRI circuits that are programmed for private network use.
When a PRI-equipped module is programmed for networking (Private Networking switch type),
the system automatically creates a node trunk group. (All B-Channels residing on the same
T1M or T1M-2 module are in the same node trunk group.)

Node programming: Contains a list of node trunk groups used to access another node. For
each node in the network, you must define the routes to every other node. For example, in a
network with four nodes, you would define three routes for each node (one to each of the other
three nodes). For more information about private networking refer to “Appendix A: Private
Networking,” in the MiVoice Office 250 Installation and Administration Manual .

The nodes are programmed to select their node trunk groups in linear or distributed order:
• Linear: The node first attempts to route through the first node trunk group listed in the node.
If the node is unable to route through that node trunk group, it attempts to route through
the second node trunk group listed in the route. The node continues to attempt to route
through subsequent node trunk groups in the list until it successfully routes or exhausts all
node trunk groups in the list.
• Distributed: The node shifts the first node trunk group it attempts to use. For example, if
the node routed the previous call or communication through the first node trunk group listed,
the node routes the second call or communication through the second node trunk group
listed.

To prevent circular or excessive routes, the system limits the number of “hops.” A call or
communication can take up to 10 hops to other nodes. However, 2 or 3 hops maximum is
recommended.

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 Trunks and Gateways

T1 OPX SERVICE
Some sites may experience difficulties when using a loop start T1 line configured for OPX
service. This arrangement may be used