GENERAL INFORMATION GUIDE
Table of Contents
OVERVIEW ................................................................................................................1
System Architecture ...........................................................................................................2
SYSTEM.....................................................................................................................3
Physical System Features..................................................................................................3
Controller ...........................................................................................................................3
Network Services Units ......................................................................................................5
Mitel Networks 3300 Universal Network Services Unit .......................................................5
Mitel Networks 3300 R2 Network Services Unit .................................................................5
Mitel Networks 3300 BRI Network Services Unit ................................................................6
Analog Services Units ........................................................................................................7
Mitel Networks 3300 Universal Analog Services Unit .........................................................7
Mitel Networks 3300 Analog Services Unit .........................................................................7
Digital Service Unit.............................................................................................................8
Peripheral Unit ...................................................................................................................8
MIGRATION ...............................................................................................................8
Mitel Networks SX-2000 MICRO LIGHT.............................................................................9
Mitel Networks SX-2000 LIGHT .........................................................................................9
Mitel Networks 3200 Integrated Communications Platform (ICP) .....................................10
Mitel Networks 3800 Wireless Applications Gateway .......................................................10
MAINTENANCE .......................................................................................................11
Alarms..............................................................................................................................11
Circuit Indicators ..............................................................................................................11
System Management Tools..............................................................................................11
Redundancy Support .......................................................................................................11
SECURITY ...............................................................................................................12
Toll Control.......................................................................................................................12
Authorized Access ...........................................................................................................12
SPECIFICATIONS ...................................................................................................13
Environment for 3300 ICP Components and Peripherals .................................................13
Environment for DSU and Peripheral Units ......................................................................14
Dimensions and Weights..................................................................................................14
Tone Plans.......................................................................................................................15
iii
Table of Contents
APPLICATIONS ...................................................................................................... 16
System Applications ........................................................................................................ 16
Applications Interfaces ..................................................................................................................16
Automatic Call Distribution.............................................................................................................16
Integrated Wireless........................................................................................................................16
Voice Mail ......................................................................................................................................17
Capacities ......................................................................................................................................17
MANAGEMENT APPLICATIONS ........................................................................... 18
OPS Manager ................................................................................................................. 18
Mitel Networks 6200 Cost Management Solution ............................................................ 18
Mitel Networks 6300 Call Recording Solutions ................................................................ 19
Optional Management Features for the Marathon PRO & Advanced ...........................................21
Optional Management for the Marathon TDI.................................................................................22
Mitel Networks 5700 Voice First Application .................................................................... 23
Mitel Networks 5700 Voice First Application Billing & Reporting...................................................23
Mitel Networks 5720 Voice First Application Conference Bridge ..................................................23
Mitel Networks 5750 Desktop Video Appliance.............................................................................24
Mitel Networks 5760 Video Conference Appliance .......................................................................24
Mitel Networks 6100 Contact Center Solutions................................................................ 25
Mitel Networks 6110 Contact Center Management.......................................................... 25
Mitel Networks 6115 Interactive Contact Center .............................................................. 25
Mitel Networks 6120 Contact Center Scheduling............................................................. 26
Mitel Networks 6150 Multimedia Contact Center ............................................................. 26
Mitel Networks 6160 Intelligent Queue ............................................................................ 26
Mitel Networks 6170 Quality Monitoring .......................................................................... 27
Mitel Networks 6200 Cost Management in a Contact Center........................................... 27
Mitel Networks 6500 Unified Communications................................................................. 28
Mitel Networks 6500 Attendant........................................................................................ 28
Mitel Networks 6500 Unified Messaging.......................................................................... 29
Mitel Networks 6500 Enterprise Voice Portal................................................................... 29
Mitel Networks 6500 Applications Options....................................................................... 29
Mobility...........................................................................................................................................29
Calendar & Task Management......................................................................................................30
Fax Integration...............................................................................................................................30
Mitel Networks 6510 Unified Messaging.......................................................................... 30
Mitel Networks 9910 Commander Contact Center........................................................... 32
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Table of Contents
DESKTOP APPLICATIONS.....................................................................................34
Mitel Networks 5810 PDA Application ..............................................................................34
Mitel Networks 6600 Your Assistant .................................................................................34
Manual Maker ..................................................................................................................35
PERIPHERALS ........................................................................................................36
DESKTOP ................................................................................................................38
Mitel Networks 5001 IP Phone .........................................................................................38
Mitel Networks 5005 IP Phone .........................................................................................39
Mitel Networks 5010 IP Phone .........................................................................................40
Mitel Networks 5020 IP Phone .........................................................................................41
Mitel Networks 5140 IP Appliance....................................................................................42
Mitel Networks 5201 IP Phone .........................................................................................44
Mitel Networks 5205 IP Phone .........................................................................................45
Mitel Networks 5215 IP Phone .........................................................................................46
Mitel Networks 5220 IP Phone .........................................................................................47
Mitel Networks 5230 IP Appliance....................................................................................48
Mitel Networks 5240 IP Appliance....................................................................................50
Mitel Networks 5303 Conference Phone ..........................................................................52
Mitel Networks 5305 IP Office Conference Unit................................................................54
Mitel Networks 5310 IP Board Room Conference Unit .....................................................54
SUPERSET 4001.............................................................................................................55
SUPERSET 4015.............................................................................................................57
SUPERSET 4025.............................................................................................................58
SUPERSET 4150.............................................................................................................59
Symbol MiNET Wireless Phone .......................................................................................60
CONSOLES .............................................................................................................62
SUPERCONSOLE 1000 ..................................................................................................62
Mitel Networks 5550 IP Console ......................................................................................63
ACCESSORIES .......................................................................................................65
Mitel Networks 5410 Programmable Key Module .............................................................65
Mitel Networks 5415 Programmable Key Module .............................................................66
Mitel Networks 5412 IP Programmable Key Module.........................................................67
Mitel Networks 5448 IP Programmable Key Module.........................................................68
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Table of Contents
Mitel Networks 5423 IrDA Module ................................................................................... 69
Mitel Networks 5424 IrDA Module ................................................................................... 70
Mitel Networks 5485 IP Paging Unit ................................................................................ 71
Mitel Networks 3300 Power Dongle (cisco compliant) ..................................................... 72
PowerDsine 24PT In-line Power Unit............................................................................... 73
Symbol Spectrum24 Access Point................................................................................... 74
NETWORK............................................................................................................... 75
Lines ............................................................................................................................... 75
Trunks ............................................................................................................................. 75
IP Networking.................................................................................................................. 76
Compression ................................................................................................................... 76
ISDN (INTEGRATED SERVICES DIGITAL NETWORK) ........................................ 77
ISDN Support .................................................................................................................. 77
ISDN Connectivity ........................................................................................................... 77
ISDN Primary Rate Interface ........................................................................................... 77
R2 ................................................................................................................................... 78
TRAFFIC AND PERFORMANCE SPECIFICATIONS ............................................. 79
Traffic and Performance .................................................................................................. 79
Trunking .......................................................................................................................... 79
Attendant Console Specifications .................................................................................... 80
LAN/WAN NETWORK CONFIGURATION.............................................................. 81
Network Guidelines ......................................................................................................... 81
3300 ICP as a Backup WAN ........................................................................................... 81
Wireless Guidelines......................................................................................................... 81
FEATURES.............................................................................................................. 82
Features of the 3300 ICP ................................................................................................ 82
Auto Attendant Features.................................................................................................. 93
Voice Mail Features......................................................................................................... 94
PRODUCT AVAILABILITY BY REGION................................................................. 97
Asia Pacific...................................................................................................................... 97
EMEA Region.................................................................................................................. 99
Latin America Region .................................................................................................... 101
vi
Table of Contents
SOLUTIONS...........................................................................................................103
Overview........................................................................................................................103
Stand-alone Site ............................................................................................................103
Multiple Site ...................................................................................................................105
Installed Base Migration .................................................................................................107
DISCLAIMER .........................................................................................................109
Trademarks....................................................................................................................109
Copyright .......................................................................................................................109
INDEX ....................................................................................................................110
vii
Overview
The Mitel Networks™ 3300 Integrated Communications Platform (ICP) is a Voice over IP (VoIP)
solution that delivers the superior voice capabilities and the features that enterprises have come to
expect from a communications system. The 3300 ICP builds upon Mitel Networks 25+ years of voice
experience, migrating system and desktop features forward into a packet-switched delivery model.
Tailored for small, medium, and large enterprises, the Mitel Networks 3300 ICP provides a complete
solution for all communication needs by delivering sophisticated call management, desktop
peripherals, and applications.
Mitel Networks solution is comprised of control elements, media gateway elements, a rich portfolio of
peripherals and applications including Mitel Networks IP telephones, wireless IP telephones, and
Mitel Networks digital telephones. Applications include voice mail, speech-enabled auto attendant
and unified messaging, as well as a full line of call center options all easily managed by web based
applications. The system also supports a wide range of analog and digital trunks for connection to the
Public Switched Telephone Network (PSTN), and for connecting multiple sites or systems together. In
addition the 3300 ICP provides IP Networking enabling multiple sites to be connected via the
LAN/WAN infrastructure.
The 3300 ICP provides fully featured call control services, functionality and applications associated
with a traditional PBX such as multiple levels of call forwarding, message waiting, advisory
messages, conference calling, account codes, call barring, least cost routing, night service plus 100’s
more. The 3300 ICP delivers the value of VoIP through integrated applications and converged
infrastructure that provide a lower total cost of ownership.
The 3300 ICP can operate on a stand-alone basis and has the ability to cluster multiple systems over
IP- or TDM-based infrastructures - thus supporting thousands of onsite or remote users. All of these
clustered systems can all be managed as a single network from any authorized location.
Refer to the Solutions section of this document for examples of different system configurations.
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3300 ICP General Information Guide
System Architecture
The 3300 ICP is built upon Mitel Networks Data Integrated Voice Applications™ architecture
delivering sophisticated call management, applications and desktop solutions for businesses. Mitel
Networks delivers a highly scalable robust call control that fully utilizes the power of IP while
recognizing the need to fully support traditional TDM based telephony for legacy devices and PSTN
connectivity.
Mitel Networks’ architecture uses the IP network for connecting IP telephony devices and provides a
supplementary TDM (Time Division Multiplexing) subsystem for switching calls between traditional
telephone devices. The 3300 ICP has the advantage of being able to optimally switch all types of
traffic, IP or TDM. The 3300 ICP provides native call setup, tear down, and signaling between
Ethernet IP connected telephones. For traditional telephony, such as POTS and PSTN trunks, call
handling is also handled natively by the 3300ICP via a conventional TDM circuit-switched subsystem.
This ability to use two different switching techniques simultaneously means that
•
All traffic is switched with minimum conversion between packet and traditional telephony to
provide optimum voice quality in all call scenarios.
•
Embedded gateway functionality is only required between the IP and non-IP networks optimizing
the use of system resources.
•
Migration from traditional PBX to IP telephony is seamless and efficient.
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3300 ICP General Information Guide
System
Physical System Features
The 3300 ICP components have the following common physical features:
•
External Casing. All of the components may be stacked or rack-mounted (in a 19-inch rack)
•
Power Supply. Each unit has its own Standard Male IEC AC input connector for power
•
LEDs. All LEDs are located on the front of the units for visual indication of circuit status.
Controller
The Mitel Networks 3300 Controller provides the voice, signaling, central processing, and
communications resources for the system.
The 3300 Controller contains a hard drive, three RS-232 ports (DB-9 connectors), a remote alarm
port, 64 or 128 channels of echo cancellation, up to two dual FIM modules, up to four 10/100 BaseT
Ethernet Ports, up to four CIM Expansion Ports, a Stratum 3 clock, and a power-fail-protected realtime clock.
The 3300 Network Services Units (NSUs) connect to the 3300 Controller using multi-mode fiber
terminated on an ST connector using the dual FIM module located on the front panel.
The 3300 Analog Services Units (ASUs) connect to 3300 Controller using copper cables terminated
on an RJ-45 connector using the CIM expansion ports located on the front panel.
IP devices connect to the customer’s LAN which in turn connects to the controller using the four
10/100BaseT Ethernet switch ports located on the front panel.
In addition, SX-2000 Digital Services Units (DSUs) and Peripheral units can be connected over a fiber
cable through a FIM module.
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3300 ICP General Information Guide
Three sizes of 3300 Controller are available. These units provide direct connectivity for the following
maximum configurations
•
100 users, 2 NSUs direct connection (4 NSUs if chaining is used), 2 ASUs, 8 Attendant Consoles,
64 echo cancellers, and 32 G.729a compression channels (optional). Note: This configuration can
not be expanded.
•
250 users, 2 NSUs direct connection (4 NSUs if chaining is used) 4 ASUs, 16 Attendant
Consoles, 64 echo cancellers, and 32 or 64 G.729a compression channels (optional). Note: This
configuration may be expanded up to 700 users.
•
700 users, 4 NSUs direct connection (8 NSUs if chaining is used), 4 ASUs, 16 Attendant
Consoles, 128 echo cancellers and 32 or 64 G.729a compression channels (optional).
Note: A peripheral unit or DSU connected to the controller will use a FIM and thus reduce the
number of NSUs that can be connected.
For specific details on the 3300 Controller hardware, refer to the "Hardware User Guide."
3300 Controller (700 users)
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3300 ICP General Information Guide
Network Services Units
The Network Services Unit provides connectivity to digital trunks for public or private networks.
Protocol support includes DASS II, PRI, BRI, MSDN/DPNSS, R2, T1/ CAS, Q.Sig, and XNET.
There are three variants of NSU:
•
Mitel Networks 3300 Universal Network Services Unit
•
Mitel Networks 3300 R2 Network Services Unit
•
Mitel Networks 3300 BRI Network Services Unit
Mitel Networks 3300 Universal Network Services Unit
The Mitel Networks 3300 Universal NSU provides T1 or E1 connectivity and supports up to two T1 or
E1 links per unit. The protocols supported by the T1 interfaces are
•
T1 CAS - Digital E&M, Digital CO, Digital DID
•
T1 CCS - Primary Rate ISDN (4ESS, 5ESS, DMS 100, DMS 250, NI2, NI3), XNET over PRI,
Q.Sig and MSDN/DPNSS.
The protocols supported by the E1 interface are:
•
Q.Sig, Euro ISDN, XNET over PRI, DASS II, and MSDN/DPNSS
The 3300 Universal NSU connects to a 3300 Controller through a fiber cable.
Additional digital trunk capacity can be added to the 3300 ICP by chaining two NSUs together via the
Copper Interface Module (CIM) connection using a Category 5 crossover cable.
For detailed information on the hardware specifications, refer to the "Hardware User Guide."
Mitel Networks 3300 R2 Network Services Unit
The Mitel Networks 3300 R2 NSU provides connectivity to R2 trunks with MF-R2 digital trunk
signaling. Up to two links are supported by a single 3300 R2 NSU.
The 3300 R2 NSU connects to a 3300 Controller through a fiber cable.
Additional digital trunks can be added to the 3300 ICP by chaining two NSUs together via the Copper
Interface Module (CIM) connection using a Category 5 crossover cable.
For detailed information on the hardware specifications, refer to the "Hardware User Guide."
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3300 ICP General Information Guide
Mitel Networks 3300 BRI Network Services Unit
The Mitel Networks 3300 BRI NSU provides connectivity for Basic Rate ISDN (BRI) transport for both
data and voice traffic. This unit is available in North American and European variants. The North
American variant supports user-side interface. The European variant supports both network and userside interfaces.
The 3300 BRI NSU supports 15 BRI U-interfaces per unit. It does not connect directly to a 3300
Controller but rather to the Mitel Networks 3300 Universal NSU through a copper cable. For detailed
information on the hardware specifications, refer to the "Hardware User Guide."
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3300 ICP General Information Guide
Analog Services Units
The Analog Services Unit (ASU) provide connectivity for analog trunks and telephones (POTS and
On-Premise Station (ONS)) to the 3300 ICP system. There are two variants:
•
Mitel Networks 3300 Universal Analog Services Unit
•
Mitel Networks 3300 Analog Services Unit
The 3300 ICP system supports up to four Analog Services Units in any combination giving a
maximum of 96 analog ports for standard telephone connectivity.
Mitel Networks 3300 Universal Analog Services Unit
The Mitel Networks 3300 Universal ASU is a combination unit that houses 16 ONS Custom Local
Area Signaling System (CLASS) and four Loop Start (LS) trunk ports. It also provides four integral
System Fail Transfer (SFT) relays that provide direct connection between an analog telephone and
Loop Start trunk in the event of a system or power failure.
The 3300 Universal ASU also provides the connections for Music on Hold (MOH) and Paging
capabilities. The connections are located on the rear panel. The unit connects to a 3300 Controller by
using a Category 5 Universal Twisted Pair (UTP) cross-over cable that terminates on an 8-pin
modular jack (RJ-45).
Note: CLASS is not currently supported on the UK or European variants of this unit.
For detailed information on the hardware specifications, refer to the "Hardware User Guide."
Mitel Networks 3300 Analog Services Unit
The Mitel Networks 3300 ASU is the On-Premises Station (ONS) Line unit and supports up to 24
ONS CLASS ports. It connects to a 3300 Controller by using a Category 5 UTP cross-over cable that
terminates on an 8-pin modular jack (RJ-45).
Note: CLASS is not currently supported on the UK and European variants of this unit.
For detailed information on the hardware specifications, refer to the "Hardware User Guide."
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3300 ICP General Information Guide
Digital Service Unit
A DSU cabinet holds up to four DSU cards and two FIMs. The DSU cards provide digital trunk
interfaces for public or private network access and specialized digital functions (such as messaging
and ISDN service). The FIMs support the transmission of voice and data signals between the DSU
and the 3300 controller.
DSU cards include:
•
DS1 Formatter
•
CEPT Formatter
•
E1/T1 Digital Trunk Formatter
•
BRI card (6 circuit)
•
BRI card (15 circuit)
•
Euro PRI card
•
NA PRI card
•
R2 card.
For detailed information on the hardware specifications, refer to the 3300 ICP "Hardware User
Guide."
Peripheral Unit
Each peripheral unit holds up to 12 peripheral interface cards and provides up to 192 ONS or DNI
ports. A slave cabinet can be added that expands the unit up to a total of 384 ports and 24 Peripheral
Interface cards (the number of voice channels remains the same). One peripheral switch controller
(PSC) card and one Fiber Interface Module (FIM) are installed in the master cabinet of each
peripheral unit. The PSC card provides control for all peripheral interface cards, and a fiber-optic
cable connects the FIM to the 3300 controller.
The following peripheral interface cards are available:
•
DNI Line card
•
LS/GS trunk card
•
ONS CLASS/CLIP Line card
•
ONS line card
•
E&M Tie trunk card
•
OPS line card
•
DID/Loop Tie trunk card.
Note: Not all cards listed are supported in all countries.
For detailed information on the hardware specifications, refer to the 3300 ICP "Hardware User
Guide."
Migration
The 3300 ICP offers the ability to migrate from an existing SX-2000 MICRO LIGHT, SX-2000 LIGHT,
or 3200 ICP. The Mitel Networks 3300 Configuration Tool converts and restores the existing
8
3300 ICP General Information Guide
database to the 3300database is converted and restored onto the 3300 ICP by using the Mitel
Networks 3300 Configuration Tool.
Mitel Networks SX-2000 MICRO LIGHT
By installing a triple FIM card in the SX-2000 MICRO LIGHT cabinet, you can connect it to the 3300
ICP with a multi-mode fiber cable. As a result, you can use the existing peripheral and digital trunk
cards within the cabinet. Any additional cabinets can also be connected in this way.
Mitel Networks SX-2000 LIGHT
The SX-2000 LIGHT Digital Services Unit (DSU) cabinet provides digital trunk capability, and the
peripheral cabinet provides connectivity for analog trunks, analog telephones, and Mitel Networks
DNI devices. Both cabinet types can be connected to the 3300 Controller through multi-mode fiber
connections.
The DSU cabinet supports BRI, PRI, T1/D4, MSDN/DPNSS, and DASS II trunks.
The peripheral cabinet supports the following analog trunks:
•
Analog CO trunks
•
E&M trunks
•
Direct-inward-dial and tie trunks.
It also supports the following DNI telephones and devices:
•
Superset™ 401
•
SUPERSET 401+
•
SUPERSET 410
•
SUPERSET 420
•
SUPERSET 430
•
SUPERSET 4001
•
SUPERSET 4015
•
SUPERSET 4025
•
SUPERSET 4125
•
SUPERSET 4150
•
Superconsole™ 1000
•
Mitel Networks Analog Interface Module.
For additional information, refer to SX-2000 technical documentation.
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3300 ICP General Information Guide
Mitel Networks 3200 Integrated Communications Platform (ICP)
The Mitel Networks 3200 ICP database is converted and restored to a 3300 ICP database, and any
peripheral cabinets connect to the FIM ports on the 3300 Controller.
In addition to supporting DNI telephones with the peripheral cabinet, the 3300 ICP supports the
following legacy, single-port IP telephones:
•
SUPERSET 4015IP
•
SUPERSET 4025IP.
Mitel Networks 3800 Wireless Applications Gateway
You can migrate the Mitel Networks 3800 Wireless Applications Gateway database to the 3300 ICP,
using the in-built OPS manager Application and the 3300 Configuration Tool.
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3300 ICP General Information Guide
Maintenance
Alarms
The 3300 ICP system raises an alarm when an anomaly is detected and corrective action is required.
The system continuously provides all attendants who use the Mitel Networks consoles with alarm
status information. Alarm threshold levels are programmable. There are three classes of alarms:
•
Critical indicates a loss of service that demands immediate attention. This alarm invokes System
Fail Transfer.
•
Major indicates a fault that affects service to many users. This alarm usually results in a major
degradation in service and requires attention to minimize customer complaints.
•
Minor indicates any fault that does not fall into either of the above two classes. When the system
is not 100% operational, a minor alarm is raised. It may require the attention of a technician, but it
is not urgent. Examples of a minor alarm include the loss of a single line or trunk circuit.
The system clears an alarm condition when the fault is corrected.
Circuit Indicators
The front of each system component has light emitting diodes (LEDs) that indicate the status of the
power, trunk circuits, line circuits, message links, and alarm status (as applicable).
For details, refer to the "Hardware User Guide."
System Management Tools
The system has the following programming tools that have been designed for different levels of user:
•
The System Administration Tool provides a Web-based interface that trained technicians use to
program the system. It requires Microsoft Internet Explorer 5.5 or higher.
•
The Group Administration Tool provides a Web-based interface that enables administrators and
receptionists to make changes to user information. It requires Microsoft Internet Explorer 5.5 or
higher.
•
The Desktop Tool provides a Web-based interface that enables IP telephone users to program
their telephone feature keys on their phone. It requires Microsoft Internet Explorer 5.5 or higher.
In addition the following tools are available to assist with the configuration of the system.
•
The Mitel Networks 3300 Configuration Tool enables the installer to get a new system up and
running at the installation site. It also enables databases from legacy SX-2000 Light, SX-2000
MicroLight systems, 3200 ICP systems, and 3800 WAG systems to migrate to the 3300 ICP
through a database conversion and restoration utility. The 3300 Configuration Tool requires
Microsoft Windows® NT 4.0 or Microsoft Windows® 2000 Professional operating system.
•
The ISDN Maintenance and Administration Tool (IMAT) provides the programming interface for
PRI and R2 protocols. It requires Microsoft Windows® 95, Microsoft Windows® 98, or Microsoft
Windows® 2000 Professional.
Redundancy Support
The 3300 ICP can auto-fail-over (route) around failed IP links if provisioned redundantly.
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3300 ICP General Information Guide
Security
Toll Control
Any communications system that has a combination of Direct Inward System Access (DISA),
integrated auto attendant, or RAD groups and peripheral interfaced auto attendant or voice mail can
be susceptible to toll abuse; therefore, it is important to assign appropriate telephone privileges and
restrictions to devices. In addition, telephones in public places (such as a lobby) should be denied toll
access unless authorized through an attendant.
The 3300 ICP system has comprehensive toll control as an integral part of the call control. It lets you
restrict user access to trunk routes and/or specific external directory numbers. It also provides Class
of Restriction (COR) and Class of Service (COS) features that can substantially reduce the risk of toll
abuse.
Features that have a risk of toll abuse are
•
Public Network to Public Network Connection Allowed - permits or restricts trunks the connection
of trunks.
•
Call Forwarding External Destination - allows or restricts extension user to forward calls to
external trunks
•
Automatic Route Selection - allows or restricts, on a per user or system basis, access to directory
numbers based on a users job function (note: 1-800 calls are usually free calls, but some central
offices can allow the reversal of 800 charges so that they are toll calls for your company).
As a deterrent to toll abuse by internal callers, Station Message Detail Recording (SMDR) can be
used to track calls from within your company, providing detailed information such as the originating
extension number, time, duration, and number dialed. SMDR record access should be restricted as
with any other function.
Authorized Access
Authorized access to the system tools provides protection for various administration commands from
unauthorized users. The Web-based system tools are
•
System Administration Tool
•
Group Administration Tool
•
Desktop Tool.
Each user is given a login name, password, extension number, and language preference. All systems
should have all levels of passwords and login names altered from the default value; moreover, these
passwords should be changed periodically.
Ensure that any voice mail systems connected directly to modems employ a surveillance device.
Also, since most voice mail systems require a password to gain access, make sure that this password
is difficult to guess and is changed frequently. Any user no longer authorized to use the system
should have his/her password privileges revoked immediately.
12
3300 ICP General Information Guide
Specifications
Environment for 3300 ICP Components and Peripherals
Storage Environment for 3300 ICP Components and Peripherals
Condition
Specification
Temperature
3300 Controller: 32º to 104º F (0º to 40º C)
All Other Components: 39º to 120ºF (4º to 49ºC)
15-95% Relative Humidity, non-condensing
0.5 g, 5 to 100 Hz, any orthogonal axis
1.5 g, 100 to 500 Hz, any orthogonal axis
One 15.3 cm (6 in.) drop, each edge and corner adjacent to the rest
face – unpackaged
One 76.2 cm (30 in.) drop, each edge and corner packaged in
cardboard & foam.
Humidity
Vibration
Mechanical Stress
Operational Environment for 3300 ICP Components and Peripherals
Condition
Specification
Temperature
3300 Controller: 59º to 95º F (15º to 35º C)
All Other Components: 39º to 120ºF (4º to 49ºC)
3300 Controller: 40-90% Relative Humidity, non condensing
All Other Components: 34-95% Relative Humidity, non-condensing
724 BTUs per hour
Humidity
Maximum Heat Dissipation fully loaded (see Note)
Air Flow
150 cubic feet per minute at maximum output of the fans
Acoustic Emissions
Maximum 50 dBA continuous, 75 dB intermittent (<10% duty cycle)
Note: Conversion factors: 1 watt is equal to 3.412 BTUs per hour, 1 ton of refrigeration is equal to
12,000 BTUs per hour or 3.516 Kilowatts.
13
3300 ICP General Information Guide
Environment for DSU and Peripheral Units
Storage Environment for DSU and Peripheral units
Condition
Specification
Temperature
Humidity
Vibration
-40º to 150ºF (-40º to 66ºC)
5-95% Relative Humidity, non-condensing
0.5 g, 5 to 100 Hz, any orthogonal axis
1.5 g, 100 to 500 Hz, any orthogonal axis
One 20.3 cm (8 inch) drop, each edge and corner adjacent to the rest
face
Mechanical Stress
Operational Environment for DSU and Peripheral units
Condition
Specification
Temperature
Humidity
Maximum Heat Dissipation fully loaded (see Note)
32º to 122ºF (0º to 50ºC)
5-95% Relative Humidity, non-condensing
Peripheral Cabinet
724 BTUs per hour
DSU Cabinet
266 BTUs per hour
Air Flow
150 cubic feet per minute at maximum output of the fans
Acoustic Emissions
Maximum 50 dBA continuous, 75 dB intermittent (<10% duty cycle)
Note: Conversion factors: 1 watt is equal to 3.412 BTUs per hour, 1 ton of refrigeration is equal to
12,000 BTUs per hour or 3.516 Kilowatts.
Additional information can be found in the 3300 ICP "Hardware User Guide."
Dimensions and Weights
Component
Height
Width
Depth
Weight
3300 Controller
2.75 in.
(7 cm)
1.75 in.
(4.45 cm)
1.75 in.
(4.45 cm)
1.75 in.
(4.45 cm)
1.75 in.
(4.45 cm)
1.75 in.
(4.45 cm)
19 in.
(48.3 cm)
19 in.
(48.3 cm)
19.0 in.
(48.3 cm)
19 in.
(48.3 cm)
15.5 in.
(39.4 cm)
15.5 in.
(39.4 cm)
19 in.
(48.3 cm)
19 in.
(48.3 cm)
19 in.
(48.3 cm)
15.5 in.
(39.4 cm)
19 in
(48.3 cm)
9 in.
(22.9 cm)
18 in.
(48.3 cm)
15.5 in
(39.4 cm)
16.5 in.
(42 cm)
16.5 in.
(42 cm)
16.19lbs
(7.35kg)
9.25lb
(4.2kg)
9.63lb
(4.37kg)
9.57lb
(4.34kg)
10.54lb
(4.79kg)
9.98lb
(4.53 kg)
40lb
(18 kg)
95lb
(43.2 kg)
3300 Universal NSU
3300 R2 NSU
3300 BRI NSU
3300 Universal ASU
3300 ASU
Digital Service Unit
Peripheral Cabinet
14
15.5 in.
(39.4 cm)
15.5 in.
(39.4 cm)
3300 ICP General Information Guide
Tone Plans
The system supports tone plans for the following countries:
•
Australia
•
Brazil
•
France
•
Germany
•
Italy
•
Latin America (Argentina, Chile, Mexico)
•
Netherlands
•
New Zealand
•
North America (Canada, USA)
•
Portugal
•
Spain
•
United Kingdom.
For detailed information, refer to the technical information in the "Hardware User Guide."
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3300 ICP General Information Guide
Applications
System Applications
Applications Interfaces
The following application interfaces are supported on the 3300 ICP system:
•
TAPI™ - Microsoft’s TAPI (Telephony Application Programming Interface) for desktop
applications or client/server applications.
•
MiTAI - The Mitel Telephony Applications Interface (MiTAI) is an Applications Protocol Interface
(API) that allows third-party-developed CTI applications to interface with the Mitel Network's call
control. A programmer's toolkit plus run-time software is also available, which enables developers
to create computer telephony applications.
For additional information refer to "Mitel Networks Enabling Technology" documentation.
Automatic Call Distribution
The 3300 ICP provides fully integrated Automatic Call Distribution (ACD) functionality that includes
call distribution, agent mobility, management and reporting, feature configuration, administration, and
recorded announcement devices (RADs).
The system also supports ACD over the MSDN/DPNSS digital network or IP to allow multi-site
working; agents at different locations service calls on the network independently of where they
entered the network.
Additional functionality can be added with the Mitel Networks 6100 Contact Center Solutions product
line.
Integrated Wireless
The 3300 ICP supports wireless devices from Symbol Technologies to provide a fully-featured
integrated wireless solution. With Symbol Technologies wireless IP phone devices, users have
access to the complete range of 3300 ICP features over an 802.11b wireless LAN. The 3300 ICP
supports the Symbol MiNET Wireless Phone (NetVision II).
Using the IEEE 802.11b wireless LAN protocol a network of Symbol Spectrum24 Access Points form
the basis of the wireless LAN. These Access Points function as a Media Access Control (MAC) bridge
between wired LANs and wireless endpoints. The Spectrum24 Access Points use the Direct
Sequence Spread Spectrum and operate at up to 11 Mbps.
The 3300 ICP can be used to provide wireless gateway functionality to existing legacy PBX's
including Mitel Networks SX-2000 and Mitel Networks SX-200 systems. Communication between the
3300 ICP wireless gateway and the legacy PBX is over standard trunk protocols such as
MSDN/DPNSS, Q.Sig, or T1/D4.
For more information on Symbol Technologies products visit their Web-site at www.symbol.com.
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3300 ICP General Information Guide
Voice Mail
The 3300 ICP includes an integrated fully featured voice mail system designed to improve
communication among your company, clients, customers, and employees. Up to 30 ports are
available for voice mail calls with support for a maximum of 750 mailboxes and 450 hours of storage
time. The voice mail system supports English, European French, Canadian French, European
Spanish, Latin American Spanish, Dutch, German, Italian, Brazilian Portuguese and European
Portuguese.
Features provided by the voice mail system include:
•
An automated attendant that plays different greetings during open and closed business hours,
provides a company directory that uses extension numbers or names as the dialing method, and
allows single-digit option selection
•
Multi-level auto attendant allows a hierarchical menu to be programmed on the auto attendant
providing callers with better self-service access to the person or department they are calling.
•
User mailboxes that are password-protected
•
A tutorial that assists new subscribers with mailbox setup
•
Simple message retrieval
•
Easy-to-use menus that allow subscribers to send urgent, private, or certified messages
•
Notification of waiting messages whether subscribers are in or out of the office.
For a complete listing of features provided by the 3300 ICP voice mail refer to the Auto Attendant
Features list and the Voice Mail Features list.
Capacities
Voice mail ports:
Mailboxes:
Disk space for voice mail files
Hours of voice storage:
Concurrent voice mail or auto
attendant sessions
Message storage per mailbox
Message retention
Prompt languages:
Up to 20 (programmable) with base offering
30 (optional) see details in the "Hardware User
Guide."
750
14GB
450
30
100 maximum (programmable)
From one day to indefinitely for saved messages;
indefinitely for unread messages. (Programmable on
a per mailbox basis).
English, European French, Canadian French,
European Spanish, Latin American Spanish, Dutch,
German, Italian, Brazilian Portuguese and European
Portuguese
External voice mail systems are supported through both digital trunk and ONS interfaces.
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3300 ICP General Information Guide
Management Applications
OPS Manager
OPS Manager is a complete telecommunications management tool that enables customers to control
the maintenance and operation of a network of Mitel Networks systems. Using a standard web
browser, an authorized user can perform the following functions from any PC:
•
Manage a network telephone directory
•
Move, add, change, and delete users
•
Schedule pending moves, adds, and changes to the 3300 ICP database
•
Integrate the network telephone directory with a network directory service database
•
Monitor alarm-status messages that are automatically reported from the network
•
Audit the status of the managed devices
•
Perform remote programming and maintenance
•
Locate unused directory numbers and unused circuits.
OPS Manager is available as software only (installed on a user/dealer provided server).
Note: OPS Manager is a Java™-based application that supports multiple client stations; therefore,
you can access the application through a Netscape® Communicator 6.2 browser or a Microsoft
Internet Explorer 5.5 sp4 browser from any Windows NT, Windows 95/98, or Windows 2000
workstation on the network.
Mitel Networks 6200 Cost Management Solution
Mitel Networks 6200 Cost Management Solution (CMS) is the application portfolio of choice for
monitoring and managing communication resources. Mitel Networks 6200 Cost Management Solution
is a fully-integrated voice and data network management solution. Helping customers to monitor their
voice & data resources and empowers them to make good decisions about their communications
network.
Count on the 6200 Cost Management Solution to deliver:
•
Maximum ROI for voice and/or data communications
•
Reduced operations costs through identification of:
-
Redundant services
-
Need to up (or down) grade system hardware
-
Misuse/neglect of voice and data resources
The 6200 Cost Management Solution is broken into two main categories:
•
Professional – Targeted at customers with less than 3500 stations. All modular options within the
Professional categories are bundled in packages of 50.
•
Enterprise – Targeted at customers with more than 3500 stations. All modular options within the
Professional categories are bundled in packages of 1000.
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3300 ICP General Information Guide
Each category within the 6200 Cost Management Solution consists of the following modular options:
Call Accounting
•
Supports all carrier billing structures
•
Accurate costing and call usage details
•
Many standard report/sort types/filters available
•
Flexible, customizable retrieves data from OPS Man or the 6100 CCM
General Cost Allocation
•
Third party billing and costing application
•
Flexible import capability to introduce third party billing data directly into the 6200 CMS
•
Supports most data formats including ASCII, Excel, Access, and any ODBC data source
•
Assign costs to appropriate chargeable entities for a total overview of costs
Internet Usage Reporting
•
Monitor employee Internet behavior including:
•
Where (sites)
•
What (content)
•
When (time of day and duration)
Email Usage Reporting
•
Provides effective management and reporting capabilities for all email usage within your company
•
Manage employee email usage by tracking:
•
Source and Destination
•
Date
•
Size
Traffic Reporting
•
Offers reports on trunk utilization to help customers determine if their organization is under- or
over-trunked.
For detailed information refer to Mitel Networks 6200 Cost Management Solutions documentation.
Mitel Networks 6300 Call Recording Solutions
The Mitel Networks 6300 Call Recording Solutions provide customers with the tools that they need to
record calls for liability, compliance, auditing, or order/transaction verification. It also allows evaluation
of the quality of agents’ work by measuring performance so supervisors can help agents provide the
best possible service.
Each recording product in the 6300 Call Recording Solution (PRO, ADVANCED and, TDI) provides
specific capabilities, ease of use and unprecedented flexibility. Mitel Networks provides solutions for
recording four to thousands of extensions. All of these systems provide extension side recording for
analog, digital, and IP sets or trunkside recording on PRI NI-2 or PRI 4ESS.
19
3300 ICP General Information Guide
Core Features
MARATHON
Advanced
Optional
-
CTI integration for free seating and
precise search by agent ID,
Transaction Code
-
Selection of conversations according
to events, scope of business, or
application
-
4-64 channels analog
-
4-32 channels Mitel Digital
-
TCP/IP
-
Standard 1,000-hour hard disk
-
Call Collection Box for storage of
archive calls to hard disk for
instant retrieval
-
Keyboard, mouse, 17” Monitor
Integrated Speakers
-
Loop Playback facility
-
Remote diagnostics and remote
service
-
Record Mode: Cascade,
Sequential or Parallel.
-
Compression Rate:
15,24,32,40,64 Kbit/sec,
selectable per channel
Extended storage capacity: 2,000 or
4,000 hours
-
Redundant Hard Disk
-
Archive Media: 0, 1, or 2 DAT (DDS1, 2,3,4), MOD or DVD Drives
-
Media Storage Tray with up to 10,000
channel hours of unattended
recording
-
Can be connected to media library for
unlimited storage
-
Fault Tolerant design including:
redundant components or complete
hot stand-by system
Simultaneous record and playback
from the active archive media.
MARATHON Pro
-
8-128 channels analog
-
4-64 channels Mitel Digital
-
Can support thousands of
networked channels
-
TCP/IP
-
Standard 1,000-hour hard disk
-
Loop Playback facility
-
Remote diagnostics and remote service
-
Simultaneous record and
playback from the active archive media
-
Record Mode: Cascade,
Sequential or Parallel.
Compression Rate:
15,24,32,40,64 Kbit/sec,
selectable per channel
CTI capability with individual security
level, and ability to search by: user
name, log on ID, call direction
Selection of conversations according
to events, scope of business, or
application
-
Redundant Hard Disk
-
Extended storage capacity: 2,000 or
4,000 hours
-
Redundant load sharing power supply
-
Extended storage capacity
Archive Media: 0, 1, 2 or 3 DAT (DDS-1,
2,3,4), MOD or DVD Drives
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3300 ICP General Information Guide
Core Features
MARATHON TDI
Optional
-
Recording, buffering, and
automatic data transfer to a
central file server system
-
Channel capacity up to 128 per
chassis (64 for Mitel Digital)
-
Data Storage and buffering on
the local hard disc (up to 4,000
hours), call related data stored in
local database
-
Optional RAID mirroring of local
hard disc
-
Automatic up-load—redundancy
of files for security
-
CTI and VOX controlled
recording, agent or supervisor
initiated record on demand,
event-driven, or rules-based
recording(e.g. When this
incoming number appears
record, if more than 'x' transfers
or more than 'x' hold time
capture it).
-
Search and Replay by browserbased applications (Microsoft
Internet Explorer)
-
Embedded operating system
-
Open standard SQL-database
concept
-
Microsoft SQL server
-
Compatible with all telephone
systems and dealer boards,
-
Connectivity
-
Trunk side: PRI NI-2 or PRI
4ESS
-
Digital DNIC recording
-
Analog
-
Tap card for proprietary digital
subscriber lines;
-
Optional Management Features for the Marathon PRO & Advanced
•
Client Workstation Software Provide central remote control for the Marathon Advanced &
Marathon Pro (Control for up to 24 Marathon recorders) - Flexible Search & Replay - Live
monitoring - Recorder set-up & configuration - Easy to use GUI
•
Instant Recall Terminal The Instant Recall Terminal (IRT) is a remote control application, allowing
quick and easy access to conversations recorded on the MARATHON. The purpose of this
application is to immediately play back the last call in an emergency situation. Offered in a
hardware and software version, the unit is soft key driven and equipped with a large display to
provide necessary information to the operator, along with the recording.
21
3300 ICP General Information Guide
•
Last Call Repeat The optional Last Call Repeat Facility enables up to 8 users quick access to
their last calls from their own telephone. This enables a user to monitor recorded conversations
from any telephone throughout the world, 24 hours a day, without relying on any administrative
personnel.
•
Threat Call Recording This software package in combination with the MARATHON recording
system allows selective recording of important calls and threat calls. The software is installed on
each corresponding PC workstation that can be associated with a specific telephone. The calls
are selected by a mouse click and automatically transferred to a call collection box. From there
critical calls can be accessed and played back.
Optional Management for the Marathon TDI
•
Search & Query via Low-Bandwidth (WWW) connections
•
Features (Webplayer 2.1)
•
Truly Browser Based – No Applet‘s need to beloaded
•
Quick Access – fast query & replay
•
Access Control via Login,
•
Quick Search (by time, channel, call comment, CLI, Agent ID)
•
Detailed Search (by all DB-fields)
•
Last Call(s) Repeat – quick playback of the most recent calls
•
Save recording as Wav
•
Add and save Call Comment
•
Multi Language- Time-Format Support (English UK, USA, German)
•
Quality Assurance (browser-based application overlays recording platform) – See the 6170
Quality Monitoring Solution for additional product details.
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3300 ICP General Information Guide
Mitel Networks 5700 Voice First Application
Mitel Networks 5700 Voice First Application is a software-based IP video system. It provides the
easiest-to-use video conferencing solution on the market today by integrating it’s application with the
controls on a Mitel Networks 5020 IP Phone. When combined with the Mitel Networks 5750 Desktop
Video Appliance or 5760 Video Conference Appliance, the 5700 Voice First Application provides a
powerful video conferencing solution that enables companies to eliminate travel costs and set up
effective communications between remote offices.
This application should be installed on an NT server with the following minimum requirements:
•
400 MHz Pentium
•
128 MB Memory
•
10/100 Network Interface card
•
Windows NT or Windows 2000 operating system.
Mitel Networks 5700 Voice First Application Billing & Reporting
Mitel Networks 5700 Voice First Application Billing and Reporting provides a billing functionality that
correctly allocates costs. This optional module provides SMDR like records for up to 100 video end
points in a network. Adding more modules enables the monitoring of more end points. The 5700
Voice First Application Billing & Reporting Module resides on the same NT server as the 5700 Voice
First Application.
The following pre-formatted reports are included with the 5700 Voice First Application Billing and
Reporting:
•
Dial plan report
•
Gateway report
•
MCU report
•
User reports
•
System activity Report
•
Call frequency report
•
Call details report.
Note: This application should be installed on the same server as the 5700 Voice First Application.
Mitel Networks 5720 Voice First Application Conference Bridge
Mitel Networks 5720 Voice First Application Conference Bridge enhances the 5700 Voice First
Application by allowing additional participants to take part in a video conference with the touch of a
button. A single session can be added to the same server as the 5700 Voice First Application. Once
additional sessions are required beyond a single session it is best to use a separate server for the
voice conference bridge (VCB). Additional features include:
•
1,2,4 or 8 session configurations (separate PC’s are required for 2,4, & 8 configurations)
•
Continuous Presence
- Up to 384 Kbps
- Up to 5 participants per session
•
Voice Activated Switching
- Up to 1.5 Mbps
- Up to 8 participants per session
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3300 ICP General Information Guide
•
Dial in or Ad-hoc conferencing.
This application should be installed on a PC with the following minimum requirements:
•
400 MHz Pentium
•
64 MB Memory
•
10/100 Network Interface card
•
Windows NT or Windows 2000 operating system.
Mitel Networks 5750 Desktop Video Appliance
The Mitel Networks 5750 Desktop Video Appliance is a personal appliance for use with both desktop
and laptop configurations, enabling users to make direct calls to other personal conferencing systems
and to participate in multipoint meetings.
Features of this appliance include:
•
IP conferencing rates of up to 1.5 Mbps
•
Call Transfer and Call Forward features (available with 5700 Voice First Applications)
•
Data Sharing, File Transfer, and White-board
•
Interactive Multicast technology
•
Centralized Management and Administration (with 5700 Voice First Applications).
•
Enhanced Quality of Service.
The Mitel Networks 5750 Desktop Video Appliance is available in three options: Standard,
Professional, and Executive.
Note: A Mitel Networks 5020 IP phone is required to provide the audio communication for the
5750 Desktop Video Appliance.
Mitel Networks 5760 Video Conference Appliance
The Mitel Networks 5760 Video Conference Appliance is a desk-top appliance that operates over
both IP and ISDN networks.
Features include:
•
Compact industrial design
•
IP data rates up to 512Kbps
•
T.120 data Sharing over ISDN
•
Enhanced Quality of Service
•
Interactive Multicast Participant
•
Web-based management
•
Call Transfer and Ad-hoc conferencing with the use of 5700 Voice First Application.
The Mitel Networks 5760 Video Conference Appliance is available in Standard and Enhanced
versions.
Note: A Mitel Networks 5310 IP Board Room Conference Unit is required to provide the audio
communication for the 5760 Video Conference Appliance.
24
3300 ICP General Information Guide
Mitel Networks 6100 Contact Center Solutions
Mitel Networks 6100 Contact Center Solutions (CCS) is a suite of applications that enhances the
integrated ACD functionality of the 3300 ICP. These applications enable customers to maximize the
efficiency of their contact center. This suite comprises
•
Mitel Networks 6110 Contact Center Management (CCM)
•
Mitel Networks 6115 Interactive Contact Center
•
Mitel Networks 6120 Contact Center Scheduling
•
Mitel Networks 6150 Multimedia Contact Center (MCC)
•
Mitel Networks 6160 Intelligent Queue (IQ)
•
Mitel Networks 6170 Quality Monitoring
•
Mitel Networks 6200 Cost Management in a Contact Center
Mitel Networks 6110 Contact Center Management
Mitel Networks 6110 Contact Center Management (CCM) is a browser-based contact-centermanagement solution that provides supervisors and managers with advanced capabilities for
•
Forecasting contact center activities based on historical activities and what-if scenarios
•
Real-time agent/supervisor communications
•
Real-time monitoring of contact center activities, including queue and agent status, average wait
times, and more
•
Viewing of historical events
•
Historical reporting including On the fly, and scheduled report generation on all contact center
elements and contact types over any date and time span
The 6110 CCM includes the following features:
•
Real-time Monitoring –SuperAdvisor
•
Historical Monitoring –SuperAuditor
•
Historical Reporting -Reporter
•
Forecasting –4Sight
•
Agent real-time Monitoring –AgentAdvisor
•
Instant Messaging –ChatLine
•
Spectrum Wallboard support –Wallboarder
•
ACD & SMDR Search capabilities –Inspector
•
Multi-site historical reporting, real-time monitoring & agent forecasting –Enterprise Node
Mitel Networks 6115 Interactive Contact Center
The Mitel Networks 6115 Interactive Contact Center provides supervisors with browser-based tools
that enable them to:
•
Dynamically control the availability of individual agents and queues
•
Schedule ACD queues to automatically open and close according to business hours
•
Enable Do Not Disturb on specific queues, diverting callers to alternative answering points
•
Make individual agents busy with reason codes
•
Communicate with agents when their state has changed.
25
3300 ICP General Information Guide
Mitel Networks 6120 Contact Center Scheduling
Mitel Networks 6120 Scheduling integrates with the 6110 CCM forecasting to provide supervisors
with automated capabilities to
•
Automatically schedule agents to meet forecasted contact center activity levels on a per shift,
daily, weekly and monthly basis
•
Efficiently schedule agents by assigning them tasks based on their skill set
•
Schedule within budget by viewing the automatically generated reports on the financial impact of
each schedule
•
Adjusting schedules on the fly when conditions change
•
Plan and track training, meetings, vacations, and sick leave with sophisticated accrual-based
leave planning
•
Storing employee skills, hire dates, payroll rates, ID photos, addresses, and emergency
information in employee profiles
•
Reporting on schedules, budgets, or payroll rates–there are 29 reports in all
•
Importing or exporting scheduling information using dBase, Microsoft Access, Excel or FoxPro.
Mitel Networks 6150 Multimedia Contact Center
Mitel Networks 6150 MCC is a modular offering that integrates with Microsoft Exchange 2000 and
Outlook to
•
Automatically route incoming email and Web-chats to the next available agent
•
Create unique auto-acknowledgement messages based on email aliases and email queues
•
Assign a unique tick number to each incoming and outgoing email, linking the customer’s entire
email history together.
•
Provide supervisors with the ability to view, generate, schedule, and share reports across all
contact center multimedia elements over any date & time horizon.
•
Provide supervisors with dynamic, real-time, browser based display of agent and queue activity
across different media types.
•
Enable agents to treat emails like voice calls by assigning hold status to email and transferring
them to other agents
•
Enable supervisors to create and manage FAQ response templates.
Mitel Networks 6160 Intelligent Queue
Mitel Networks 6160 IQ is an all-in-one, scalable (supports 4-64 ports), browser based announcement
solution for contact centers. It enables supervisors and managers to rapidly and intuitively:
•
Provide callers in queue with pre-recorded announcements -Static Recorded Announcement
•
Provide callers with their expected wait time or position in queue -TIQ Talk
•
Provide callers with time of day, day of week or exception based messaging -Smart Messaging
•
Perform automated attendant operations to guide callers to the most appropriate information,
ACD path or extension -Smart Choice.
•
Provide callers in queue with the option of entering their phone number and voice message
requesting a queued call back from the contact center -Voice Callback
•
Enable a customer to submit a request for contact via the web -Web Callback
•
Allow a call to be routed by ANI, time of day or current queue conditions -Smart Routing
26
3300 ICP General Information Guide
•
Report on the 6160 IQ functionality -Call Detail Reporting
Mitel Networks 6170 Quality Monitoring
Mitel Networks 6170 Quality Monitoring provides contact centers with the tools required to record
calls for liability purposes and/or evaluate the quality of an agents work, measure performance and
improve the response of the agents.
For quality purposes Mitel Networks presents the 6170 Quality Monitoring solution, agent evaluation
and selective recording software used to measure quality in the Contact Center. Used in conjunction
with the 6300 call recorders – Marathon TDI solution, this product was designed from the ground up
to integrate with other multi-media technologies that are becoming more and more popular in the
Contact Center Environment.
Mitel Networks 6170 quality monitoring - INSPIRATION Pro features include:
•
Split screen master detail hierarchy for all information at a glance
•
Organized Agents and supervisors with all relevant data into organizational structure
•
Easy custom forms generation for evaluating and grading quality on your criteria
•
Sessions playback in full multi media integrated through browser for easy evaluation
•
Full multimedia support for voice, email web-chat/ web collaboration, video, fax etc.
•
Scheduler that gives resource allocation forecast and allows you to choose among criteria;
random, scheduled, event or rules based
•
Reporting Module that allows the user to quickly and easily generate reports as narrowly or
broadly as is required. From an individual call to an aerial view of the contact center.
Note: A Marathon TDI solution is required to provide the call recording for the INSPIRATION Pro.
For additional details please reference the 6300 Call Recording section.
Mitel Networks 6200 Cost Management in a Contact Center
Mitel Networks 6200 Cost Management in a Contact Center provides the supervisor with all the tools
they require to keep track of communications costs. It enables the supervisor to:
•
Calculate call costs
•
Analyze historic calling patterns for budgetary purposes
•
Negotiate better phone rates
•
Apply calling activity data to contact center labour scheduling and forecasting
•
Maximize employee productivity and ensure resources are used appropriately
•
Reduce misuse of resources by reporting on corporate email usage.
27
3300 ICP General Information Guide
Mitel Networks 6500 Unified Communications
Mitel Networks 6500 Unified Communications deliver powerful, unique solutions. The software
resides on a server, and the system responds to conversational voice commands providing a single
point of access for a wide range of information.
The 6500 UC Server can support up to 30 ports of simultaneous speech, corporate directories
containing up to 10,000 names, and personal directories containing up to 500 names. The 6500 UC
Server connects to the 3300 ICP through the LAN using the IP protocol.
6500 Applications run on Microsoft Windows NT Server 4.0
There are three main applications:
•
Mitel Networks 6500 Attendant
•
Mitel Networks 6500 Unified Messaging
•
Mitel Networks 6500 Enterprise Voice Portal.
There are also three purchasable options available:
•
Mobility
•
Calendar and Task Management
•
Fax Integration.
Mitel Networks 6500 Attendant
The Mitel Networks 6500 Attendant routes incoming calls to people or departments within a company
based on spoken commands. For example, users state the name of the person or department that
they want to speak to, and the system routes the call to the requested party.
With this application, users can
•
Place a call to any number in the company directory by stating a name, extension, or department
•
Navigate through multi-level menus using voice commands
•
Call into the system from their home phone or cell phone and place calls to external numbers that
are programmed in the company directory, provided the users have been assigned the required
system privileges
•
Program their own list of frequently called numbers and then place calls to those numbers
through using speech commands (registered users only)
Additional functionality includes:
•
Transfer of an incoming call to another number (Mobility option)
•
Interact with VoiceXML scripts (Enterprise Voice Portal option).
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3300 ICP General Information Guide
Mitel Networks 6500 Unified Messaging
Mitel Networks 6500 Unified Messaging is fully integrated with both Microsoft Exchange 2000 and the
6500 Attendant. Using speech recognition, it provides voice-command access to and management of
all messages from a single Outlook Inbox.
With this application, users can
•
Tell the system to organize and play messages based on caller, date, type, and priority, liberating
users from having to view messages sequentially
•
Dial calls by simply saying the contact’s name (through access to Outlook's contact list)
•
Check for urgent messages using the phone
•
Check for messages from a particular person.
Extra functionality includes the ability to
•
Manage appointments, meeting requests, or tasks using the telephone (Calendar and Task
Management option)
•
Forward a fax or email to another fax number using the telephone (Fax Integration Option)
Mitel Networks 6500 Enterprise Voice Portal
Mitel Networks 6500 Enterprise Voice Portal uses Voice Extensible Markup Language (VoiceXML)
technology that allows interaction with the Internet and any back-end database by using voice
commands. Enterprise Voice Portal enables rapid creation and modification of voice enabled web
sites for enterprises. Adding the power of voice access to web sites provides access to anyone with a
telephone. It can be used to power applications such as
•
Voice-activated dialing
•
Telephone access to corporate intranets
•
Database access for queries such as parcel tracking, news, weather, and stock quotes.
During a single telephone call, users can browse through a Web-site and link to related sites using
voice commands.
The 6500 Enterprise Voice Portal is available either as a stand-alone application or can work in
conjunction with the 6500 Attendant or 6500 Unified Messaging.
Mitel Networks 6500 Applications Options
These applications are available as additional purchasable options on the 6500 Attendant or 6500
Unified Communications. For complete details, refer to the Mitel Networks 6500 Applications
documentation.
Mobility
The Mobility option provides users with the ability to redirect the 6500 Applications calls made to their
default number to one of their other programmed numbers, or to a temporary number. While Mobility
is enabled, all calls made to the user's default number (by stating only the user’s name)are redirected
to the "Reach me at" number; however, if a caller specifically requests the user’s cellr phone, pager,
fax, or home phone number (for example, by stating “Bill Smith on his cell”), then the call is directed
to the requested number and is not redirected.
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3300 ICP General Information Guide
Calendar & Task Management
Calendar & Task Management provides users with access to their Calendar and Task lists using
spoken commands. Users can also review their message lists, and create, modify, or delete
appointments, meetings or tasks.
Fax Integration
Fax Integration enables users to integrate with a third party fax server. this option allows users to
view their faxes in the Outlook In-box, program notification, read a fax header using text-to-speech
and forward their faxes to another fax machine. The faxes are stored on the fax server and the
Exchange 2000 Server (a no charge option).
Note: Mitel does not provide the 3rd party fax.
Note: The third party fax that is supported is Right Fax
Mitel Networks 6510 Unified Messaging
Mitel Networks 6510 Unified Messaging is an advanced computer-telephony-messaging server
designed to meet the voice messaging and call handling needs of small, medium, and large
enterprises. The 6510 Unified Messaging platform is designed to supply a turnkey messaging solution
for a single operation, or provide enhanced, hosted services for a suite of organizations integrated in
one server. Providing an all-in-one communications solution, it gives users access to applications like
desktop call control, unified messaging, Web messaging and administration, instant messaging, and
wireless connectivity. Companies can even configure the server to emulate other messaging
solutions (such as Octel) that users may already be familiar with, thus drastically reducing training
time within an organization.
6510 Unified Messaging is a superior messaging system permitting ultimate customization for any
organization. It is available on a Windows 2000 Server platform; supports the TCP/IP standard
network protocol, and is expandable from 4 to 144 ports. Furthermore, the 6510 can be configured in
different combinations. This allows both the smallest and largest companies to implement costeffective network-telephony technology and have the tools to move toward Unified Messaging in the
future.
6510 Unified Messaging compromises six major components:
Automated Attendant
•
Up to 99 auto attendants can be programmed. With 6510 Unified Messaging auto attendants
may program to automatically greet callers with date and time-sensitive greetings. For
instance if the office is closed for the day, the auto attendant can answer with an “Office
Closed” greeting, which automatically takes effect Monday to Friday from 5pm to 8am and all
day Saturday and Sunday.
•
The 6510 Auto Attendant can connect callers to users who are off-site by giving callers direct
call access to the user’s cell, home, or branch office phone number. The attendant gives
callers single-digit access to departments or individuals, Fax-on-Demand options, Information
mailboxes, and Interview boxes through a full-featured audio-text menu. The auto attendant
also supports Intelligent Call Routing.
Multi-Lingual Support
•
The 6510 offers caller services in many languages. Language-sets are currently in English,
French, Spanish, Dutch, German, and Italian.
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3300 ICP General Information Guide
Voice Mail & Integrated Messaging
•
Voice and fax messages can be delivered directly to an e-mail package such as Microsoft
Exchange/Outlook™, Novell GroupWise™, Lotus Notes™, or any other SMTP and
IMAP/POP3 compliant email applications being used. 6510 Unified Messaging allows
integration of voice and fax messages into any mail server so you can retrieve an entire suite
of message types using a single application.
•
An unlimited number of Voice mail/Integrated Messaging users may use the system. These
users can obtain a unified view of their email, voice mail and fax messages using their
desktop email application, or their telephone by using a Text-To-Speech (TTS) option.
•
The 6510 TUI enables Integrated Messaging users to configure and control their messaging
options using a telephone user interface (TUI). Options that can be accessed through the TUI
include checking and responding to messages, programming up to 99 greetings/greeting
schedules, configuring notification schedules and call transfer options, and managing
distribution lists.
Unified Messaging
•
Up to 10000 unified messaging users can utilize the 6510 for complete synchronization of all
their message types, complete desktop call control, and mailbox management.
•
In a unified messaging configuration, a message synchronization server (MSS) or IMAP4
Gateway is setup to ensure complete synchronization of all messages among the existing
message servers and the 6510. MSS uses the transport protocol MSMQ (Microsoft Message
Queue), a new Microsoft technology developed to guarantee message delivery. When using
MSMQ to keep MSS clients informed of changes, you ensure that all clients (servers)
remains synchronized. MSMQ is a reliable transport infrastructure, providing the foundation
for a reliable solution.
•
Using Mitel Networks’ Web Client, 6510 UM users have full mailbox control from their
desktop or mobile PC through an easy-to-use, graphical user interface (GUI) that is
accessible with any standard web browser. Users can change mailbox status, record or
change greetings, set up notification schedules and distribution lists, listen to messages,
create folders and move messages from one folder to another, all without ever picking up a
phone. Desktop call control even integrates with many popular PIM applications such as Act!,
Maximzer, Outlook and Goldmine, allowing UM users to identify callers at a glance and
control how the call is handled.
System Administration 6510 Unified Messaging’s Administrator Console is an plug-in for Microsoft
Management Console (MMC). Using this application, System Administrators can access
administrative tools and functionality from any LAN-based or Internet-based computer. The
Administrator Console allows up to 10 System Administrators to manage the voice mail system from
any location, controlling every aspect from changing a mailbox feature to adding a PBX. Mailbox
configuration features under administrator control include:
-
Feature Groups (Class of Service)
-
Flexible Schedules
-
Intelligent Dial Plan
-
Wakeup Call
-
Mailbox Templates
-
Copy & Paste Functionality
-
Customized Mailbox Layout
-
Additional Mailbox Options
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3300 ICP General Information Guide
Optional Fax Mail and Fax Server
•
Fax Mail allows users to receive faxes in their desktop mailbox. The fax board in the 6510
Unified Messaging server receives the faxes and deposits them in the appropriate
mailbox(es). Fax Mail then notifies the user of the fax message. Upon opening the file, the
default fax viewer displays the document. The user can then print, redirect, or save the fax.
Through the mailbox, callers are prompted to press a key to print their fax or redirect it to
another fax machine.
•
Fax Server is an off-board (separate server) option that comprises two major components Fax Server and Fax Client. Fax server is a powerful, high-volume document-delivery and
receipt solution that reduces costs and improves efficiency. It provides real-time document
delivery from the desktop to fax machines, other Fax Clients, and the Internet by controlling
the sending and receiving of faxes to desktops for multiple concurrent users at once.
•
Both Fax solutions support configurations of 2 to 16 analog fax ports.
Mitel Networks 9910 Commander Contact Center
The Mitel Networks 9910 Commander Contact Centre is an innovative advancement in contact centre
communications and control, extending the boundaries of the customer-agent interaction to support a
wide range of contact types in a completely integrated environment. Commander’s patented solution
provides Multimedia Interaction Management™ through the most comprehensive set of tools on the
market - routing, queuing, tracking, and reporting on inbound and outbound calls, e-mail, Web Chats,
Web Requests, faxes, voice mail, and blended calls (preview dialling).
Commander handles customer requests from the arrival of an interaction to the final wrap-up. Fully
integrated features such as Interactive Voice Response (IVR) and e-mail parsing identify customers
and their needs. Commander applications query third-party applications or mainframe databases to
lookup customer data or information about a call (i.e., who the caller is, caller ID, type of support
contract the caller has, etc.). By linking to CRM data, Commander retrieves details about the
customer. Intelligent queuing and data-directed routing ensure an optimal path for every interaction.
By using Web-based administration, real-time monitoring, and a comprehensive decision
management system, a complete, customizable picture of the contact centre operations is created for
all levels of management.
The Commander solution transforms the contact centre into a true business interaction centre,
embodying characteristics unique to the industry. Features of the system include:
•
Internationalised product. The user interfaces and documentation now support localisation,
including double-byte encoded languages such as Japanese.
•
Complete switch independence and support. The product interfaces to any combination of
switches (PBX, ACD, IP, or central office). It can utilize analog, digital, and ComputerTelephone Integration (CTI) switch link connections.
•
Interoperability with external systems. Business data can be exchanged with any database or
application through industry standard protocols and access methods, including ODBC, OLE,
DDE, HLLAPI, and programmatic interfaces.
•
Configurable methods of communication. Interactions are managed and distributed to agents
using customizable prioritization and escalation strategies. Configurable alarms can be
utilised to present visual and audio cues, or trigger any programmable action.
•
Packaged integration. Interactions can be managed from beginning to end within the
boundaries of the product through supported Interactive Voice Response (IVR) routing,
queue handling, voice messaging, and voice recording functions. Alternatively, external
systems can be utilised to support these functions through interoperability.
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3300 ICP General Information Guide
•
System partitioning. Users and interactions can be displayed, managed, and tracked in
logical groups through the use of queues, queue groups, and workgroups.
•
Flexible levels of fault tolerance. A number of different configurations are supported allowing
various levels of fault tolerance and recovery, from disk mirroring to system fail over to truly
redundant constant computing.
•
Seamless, comprehensive, transactional data collection. Volumes of contact centre data are
collected and shared, providing insightful knowledge that supports best business practices at
administrative, operational, and management levels. Report scheduling, Web publishing, and
a fully supported interface to Seagate Crystal Reports™ allows complete customization of
content and presentation to address business needs.
•
Access to archived interactions. The Interaction Vault allows the contact centre managers
and agents to search and query the Decision Management System database with a variety of
historical searches that include the viewing of all types of interactions, and all of their
associated detail (i.e., date and time of interaction, agent taking part in interaction, type of
interaction, etc.).
•
Customizable Interaction Prioritization. Allows the organization to use business rules to
determine the prioritization of interaction handling.
•
Interaction Queue Management. Queued Interaction Manager (QIM) is a Web-based utility
provides an efficient method to manage queue space by allowing multiple deletions of
unwanted interactions such as e-mail, voice mail, and call-backs from the queue.
Note: This solution is available in the UK only.
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3300 ICP General Information Guide
Desktop Applications
Mitel Networks 5810 PDA Application
The Mitel Networks 5810 PDA applications allow a user with a Palm® Handheld™ Personal Digital
Assistant (PDA) to dial numbers and activate features on a Mitel Networks 5020 or 5220 IP phone
that has a Mitel Networks IrDA Module, a 5140 IP Appliance, or a 5240 IP Appliance.
•
The Telephony Features Interface (TFI) application allows the creation of “soft” buttons on a PDA
that, when activated, emulate the buttons on the users IP phone.
•
The Dial by Address Book (DBAB) application enhances the PDA’s existing Address Book
function by allowing the user to dial numbers from their address list on the PDA including the
ability to create or modify a dialing prefix.
Note: The Mitel Networks IrDA Module, which is available as an add-on module for the Mitel
Networks 5020 IP Phone, the Mitel Networks 5220 IP Phone and is integral to the Mitel Networks
5140 and 5240 IP Appliance, provide the connectivity between the telephone and the PDA.
Note: The 5810 PDA application is only available in English.
Mitel Networks 6600 Your Assistant
Mitel Networks 6600 Your Assistant enables customers to effectively manage telephony and data
communication with features that enhance productivity such as PC-based call handling, visual
conference call management, call annotation timing and recording and integrated MSN messaging.
6600 Your Assistant is available in two different formats 6600 Your Assistant and 6600 Your Assistant
Pro.
6600 Your Assistant features include:
•
Visual Conference Call Management
•
Call Forward profiles
•
Caller line ID Screen Pop with PIM integration
•
Call Timer and annotation
•
Call history
•
Instant Messaging integration
•
Favourites/Quick list
•
Do not disturb
•
Configurable interface
6600 Your Assistant Pro includes of the features listed above and provides these additional features:
•
Softphone
•
Record calls
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3300 ICP General Information Guide
Manual Maker
Manual Maker is a tool for creating customized user guides. This tool provides the ability to tailor a
user guide to specified systems, phone models, programmed features, feature activation methods
and/or attendant consoles (voice mail, ACD, and subattendant features).
Manual Maker is available to Mitel Networks authorized partners via Mitel Online.
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3300 ICP General Information Guide
Peripherals
The following peripheral devices are supported on the 3300 ICP.
•
Mitel Networks 5001 IP Phone
•
Mitel Networks 5005 IP Phone
•
Mitel Networks 5010 IP Phone
•
Mitel Networks 5020 IP Phone
•
Mitel Networks 5140 IP Phone
•
Mitel Networks 5201 IP Phone
•
Mitel Networks 5205 IP Phone
•
Mitel Networks 5215 IP Phone
•
Mitel Networks 5220 IP Phone
•
Mitel Networks 5230 IP Appliance
•
Mitel Networks 5240 IP Appliance
•
Mitel Networks 5303 Conference Phone
•
Mitel Networks 5305 IP Office Conference Unit
•
Mitel Networks 5310 IP Board Room Conference Unit
•
Mitel Networks 5550 IP Console.
The following accessories are supported:
•
Mitel Networks 5410 Programmable Key Module 12
•
Mitel Networks 5415 Programmable Key Module 48
•
Mitel Networks 5412 IP Programmable Key Module
•
Mitel Networks 5448 IP Programmable Key Module
•
Mitel Networks 5423 IrDA Module
•
Mitel Networks 5424 IrDA Module
•
Mitel Networks 5485 IP Paging Unit
•
Mitel Networks 3300 Power Dongle (cisco compliant)
•
PowerDsine 24PT In-line Power Unit.
The following Symbol devices are supported:
•
Symbol MiNET Wireless Phone
•
Spectrum24 Access Points.
The following legacy telephones and consoles, which are available for purchase, can be used with
the 3300 ICP if a peripheral unit with a DNI card is connected to the system:
•
SUPERSET 4001 Telephone
•
SUPERSET 4015 Telephone
•
SUPERSET 4025 Telephone
•
SUPERSET 4150 Telephone
•
SUPERCONSOLE 1000
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3300 ICP General Information Guide
Analog telephones can also be connected to a 3300 ICP using a 3300 Universal ASU, 3300 ASU. or
peripheral unit with an ONS Line Card or LS/GS trunk card installed.
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3300 ICP General Information Guide
Desktop
Mitel Networks 5001 IP Phone
The Mitel Networks 5001 IP Phone is a low-cost, single port entry-level IP telephone that connects to
a 10BaseT Ethernet network. Features of the telephone include:
•
Three fixed-function keys: Hold, Message, and Transfer/Conference
•
Handset and Ringer Control
•
Message Waiting Lamp
•
Wall-mounting
•
Multiple powering options.
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3300 ICP General Information Guide
Mitel Networks 5005 IP Phone
The Mitel Networks 5005 IP Phone is a low-cost, single port multiline IP telephone that connects to a
10BaseT Ethernet network. Features of the telephone include:
•
One line by 20-character backlit alpha-numeric liquid crystal display (LCD) with contrast
adjustment
•
20 programmable feature keys (six pre-assigned)
•
Two fixed-function keys: Hold, Cancel
•
Handset and Ringer volume Control
•
Message Waiting Lamp
•
Wall-mounting
•
Multiple powering options.
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3300 ICP General Information Guide
Mitel Networks 5010 IP Phone
The Mitel Networks 5010 IP Phone is a dual port, multiline IP telephone that connects directly to a
10/100BaseT Ethernet network. Features of the telephone include
•
Two line by 20-character alpha-numeric backlit LCD with contrast adjustments
•
Seven line keys, each with a built-in line status indicator
•
Six fixed-function keys: SuperKey, Cancel, Hold, Redial, Transfer/Conference, and Message
•
Automatic selection of prime line or ringing line
•
Key selection of non-prime line
•
Handset and ringer volume controls
•
Ringer pitch control
•
Message waiting lamp
•
Dual Ethernet port to provide LAN connectivity for both your phone and PC
•
Dedicated headset port
•
Multiple powering options.
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3300 ICP General Information Guide
Mitel Networks 5020 IP Phone
The Mitel Networks 5020 IP Phone is dual-port multiline IP speakerphone that connects to a
10/100BaseT Ethernet network. Features of the telephone include
•
Two line by 20-character alpha-numeric backlit display with contrast control
•
Three context sensitive softkeys for feature access
•
14 programmable feature/line keys, each with a built-in line status indicator
•
Eight fixed-function keys: SuperKey, Cancel, Hold, Redial, Transfer/Conference, Message,
Microphone, and Speaker
•
Automatic selection of prime line
•
Key selection of non-prime line
•
Handsfree operation (half-duplex)
•
Handset, speaker, and ringer volume controls
•
Ringer pitch control
•
Message waiting lamp
•
Dual Ethernet port to provide LAN for both your phone and PC
•
Dedicated headset port
•
Multiple powering options
•
Module support (IrDA, PKMs, Conference Units).
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3300 ICP General Information Guide
Mitel Networks 5140 IP Appliance
The Mitel Networks 5140 IP Appliance is an exciting advance in IP telephony. It combines proven,
high-quality communications with superior feature access for easy information retrieval. This device
adds IP value to the desktop by with improved integration of desktop devices and software server
applications. It also provides portal access to the LAN network. Features of this device include
•
Audio-device controls
•
Large LCD screen with backlighting for easy viewing (320 x 240 VGA Display)
•
Integrated Infrared transceiver lens (IrDA) for use with Mitel Networks 5810 PDA Application
•
Six direct access command keys that perform context-sensitive actions shown on the LCD
display
•
Nine programmable feature keys for interacting with items shown on the LCD display
•
Four navigation keys enabling you to scroll and move around pages on the display screen
•
Three telephony feature keys
•
Eight keys for easy access to 5140 IP Appliance applications
•
Ringing Indicator
•
Message Waiting lamp
•
Two 10/100BaseT Ethernet ports
•
Embedded Help
•
Dedicated headset jack
•
Multiple powering options.
The 5140 IP Appliance has its own applications which are hosted on a server and accessed through
an integrated browser. Applications of the 5140 IP Appliance include
•
Corporate Directory allows users to scroll through names and search by last name, full name,
department, and location
•
Personal Directory allows users to maintain a list of personal contacts
•
Visual Voice Mail allows users to view the contents of their voice mailbox on the LCD
•
Call Log records the last 60 incoming and outgoing calls (detailing caller ID, duration, date, and
time) made to and from the 5140 IP Appliance.
•
HTML Browsing with personal bookmarks to allow quick access to a customized list of URLs
•
Services allows the administrator to program corporate URLs that can be accessed easily
through the 5140 IP Appliance
For detailed information, refer to the Mitel Networks 5140 IP Appliance help system.
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3300 ICP General Information Guide
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3300 ICP General Information Guide
Mitel Networks 5201 IP Phone
The Mitel Networks 5201 IP Phone is a low-cost, single port entry-level IP telephone that connects to
a 10BaseT Ethernet network. Features of the newly designed telephone include:
•
Three fixed-function keys: Hold, Message, and Transfer/Conference
•
Handset and Ringer volume Control
•
Message Waiting Lamp
•
Wall-mounting
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3300 ICP General Information Guide
Mitel Networks 5205 IP Phone
The Mitel Networks 5205 IP Phone is a low-cost IP telephone that connects to a 10BaseT Ethernet
network. Features of the newly designed telephone include:
•
20-character alpha-numeric liquid crystal display (LCD)
•
20 feature keys (6 pre-assigned)
•
Two fixed-function keys: Hold, Cancel
•
Handset and Ringer Control
•
Message Waiting Lamp
•
Wall-mounting
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3300 ICP General Information Guide
Mitel Networks 5215 IP Phone
The Mitel Networks 5215 IP Phone is a dual port, multiline IP speakerphone that connects directly to
a 10/100BaseT Ethernet network. Features of the newly designed telephone include
•
Two line by 20-character alpha-numeric backlit liquid crystal display (LCD)
•
Seven programmable feature/line keys, each with a built-in line status indicator
•
Eight fixed-function keys: SuperKey, Cancel, Hold, Redial, Transfer/Conference, Message,
Speaker, and Microphone.
•
Handsfree operation (half-duplex)
•
Automatic selection of prime line or ringing line
•
Key selection of non-prime line
•
Handset and ringer volume controls
•
Ringer pitch control
•
Message waiting lamp
•
Dual Ethernet port to provide connectivity to the LAN for both your telephone and computer
•
Dedicated Headset port
•
Multiple powering options.
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3300 ICP General Information Guide
Mitel Networks 5220 IP Phone
The Mitel Networks 5220 IP Phone is an IP telephone that connects to a 10/100BaseT Ethernet
network. Features of the newly designed telephone include
•
Two line by 20-character alpha-numeric LCD with contrast control
•
Three softkeys for feature access
•
14 line keys, each with a built-in line status indicator
•
Eight fixed-function keys: SuperKey, Cancel, Hold, Redial, Transfer/Conference, Message,
Microphone, and Speaker
•
Automatic selection of prime line
•
Key selection of non-prime line
•
Handsfree operation (half-duplex)
•
Handset, speaker, and ringer volume controls
•
Ringer pitch control
•
Message waiting lamp
•
Dual Ethernet port to provide connectivity to the LAN for both your telephone and computer
•
Dedicated headset port
•
Multiple powering options
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3300 ICP General Information Guide
Mitel Networks 5230 IP Appliance
The Mitel Networks 5230 IP Appliance combines the power of a desktop telephone with a Personal
Digital Assistant (PDA). A software CD is supplied with the phone that enables the PDA to
communicate with the Appliance and use applications such as Dial By Address Book which enables
users to dial a number from the contact list of their PDA and the viewing of call logs.
The phone enables customers to take advantage of the full suite of features that the 3300 ICP
provides either through the PDA’s Graphical User Interface through the integrated LCD screen.
Hardware features include:
•
2 X 20-character alpha-numeric backlit liquid crystal display (LCD) with contrast adjustments
•
Six fixed-function keys: Microphone Mute, Speaker Engage, Speaker Volume Control, Hold, and
Transfer/Conference
•
Three context sensitive softkeys for feature access
•
PDA Interface Module/Personality Module provides support for the following PDAs Compaq iPAQ
H3760 and IPAQ H3850. This cradle provides both the charging capability and the hot synching
of the docked PDA.
•
Handsfree operation (half duplex)
•
Integrated serial/USB port via the PDA Interface Module/Personality Module.
•
Dual Ethernet port to provide connectivity to the LAN for both your telephone and computer
•
Supports Line Powering of the telephone (this excludes PDA charging)
•
Jack to connect the PDA charging cable
•
Handset
•
Dedicated Headset Port
•
Mounted stylus holder
•
External host USB connection
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3300 ICP General Information Guide
5230 IP Appliance with PDA
5230 IP Appliance without PDA
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3300 ICP General Information Guide
Mitel Networks 5240 IP Appliance
The Mitel Networks 5240 IP Appliance combines proven, high-quality communications with superior
feature access for easy information retrieval. This device adds IP value to the desktop by offering
improved integration with desktop devices and software server applications. It also provides portal
access to the LAN network. Features of this device include
•
Audio-device controls
•
Large LCD screen with backlighting for easy viewing (320 x 240 VGA Display)
•
Integrated Infrared transceiver lens (IrDA) for use with Mitel Networks 5810 PDA Application
•
Six direct access command keys that perform context-sensitive actions shown on the LCD
display
•
Nine programmable feature keys for interacting with items shown on the LCD display
•
Four navigation keys enabling you to scroll and move around pages on the display screen
•
Three telephony feature keys
•
Eight keys for easy access to 5140 IP Appliance applications
•
Ringing Indicator
•
Message Waiting lamp
•
Two 10/100BaseT Ethernet ports
•
Embedded Help
•
Dedicated headset jack
•
Multiple powering options.
The 5240 IP Appliance has its own applications that are hosted on a server and accessed through an
integrated browser. All applications are available in the 10 languages supported by the 3330 ICP.
Applications of the 5240 IP Appliance include
•
Corporate Directory allows users to scroll through names and search by last name, full name,
department, and location
•
Personal Directory allows users to maintain a list of personal contacts
•
Visual Voice Mail allows users to view the contents of their voice mailbox on the LCD
•
Call Log records the last 60 incoming and outgoing calls (detailing caller ID, duration, date, and
time) made to and from the 5140 IP Appliance.
•
HTML Browsing with personal bookmarks to allow quick access to a customized list of URLs
•
Services allows the administrator to program corporate URLs that can be accessed easily
through the 5140 IP Appliance
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3300 ICP General Information Guide
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3300 ICP General Information Guide
Mitel Networks 5303 Conference Phone
The Mitel Networks 5303 Conference Phone is a stand-alone, analog telephone conferencing unit.
The product consists of a "saucer" and a "tablet" connected by a short cable. The saucer
encompasses the speakers/ microphones while the tablet provides the dial pad, softkeys, volume
controls, mute and backlit display.
The Mitel Networks 5303 conference Phone builds on Mitel Networks’ tremendous expertise in
acoustic design. It is the only analog conference phone on the market with exclusive acoustic
beamforming technology that automatically focuses the microphone on individual speakers to
eliminate annoying background noise and side conversations.
The 5303 Conference Phone quickly and easily plugs into any telephone wall jack or standard office
telephone system that connects to any Loop Start (LS) or ON premiSe (ONS) line on the 3300 ICP.
Features of this unit include
•
Full Duplex audio
•
Programmable softkeys that support Speed Calls, Redial, Flash, Language Selection,
Transfer/Conference
•
Acoustic beam- forming that controls near end, far end and double-talk, and locates direction of
speech
•
Noise Reduction and automatic gain control to eliminate background noise
•
Dynamic allocation of microphones to activate speakers
•
40 character 2 line LCD display with backlighting and contrast control
•
Calling Line ID
•
Speed Dial programming (up to nine stored numbers)
•
Nine pre-programmed speed dials
•
Time of day and date programming
•
Echo cancellation
•
12 key alpha numeric keypad
•
Volume up/down controls
•
Microphone Mute key
•
Presentation Mode Key (locks microphone to current speaker)
•
Length of call feature
•
Available in two colors: Silver Ghost and Night Sky
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3300 ICP General Information Guide
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3300 ICP General Information Guide
Mitel Networks 5305 IP Office Conference Unit
The Mitel Networks 5305 IP Office Conference Unit uses acoustic beam-forming technology to
ensure superior audio performance. It connects to the headset port of the 5020 IP Phone or 5220 IP
Phone and is designed for optimal use in any 10 feet by 10 feet (3 meters by 3 meters) private office.
Features of the conference unit include:
•
Full duplex operation
•
Acoustic beam-forming technology that controls near end, far end, and double talk, and locates
direction of speech
•
Noise reduction and automatic gain control to eliminate background noise
•
High fidelity speaker
•
Power Supply from a 24VDC wall adapter
•
Simple installation
•
Side Control Unit with mute, up/down volume controls and on/off key
•
Available in Night Sky (dark grey) colour only.
The 5305 IP Conference Unit package includes a speaker unit and a side control unit. An optional
mouse controller is available.
Mitel Networks 5310 IP Board Room Conference Unit
The Mitel Networks 5310 IP Board Room Conference Unit is a full duplex, high quality conference
unit that uses acoustic beam-forming technology for superior performance. It connects to the headset
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3300 ICP General Information Guide
port of 5020 IP Phone or 5220 IP Phone and is designed for optimal performance in any 15 feet by 25
feet (4.5 meters by 7.6 meters) boardroom.
Features of the conference unit include
•
Full duplex audio
•
Acoustic beam-forming technology that controls near end, far end, and double talk, and also
locates direction of speech
•
Noise reduction and automatic gain control to eliminate background noise
•
High fidelity speaker
•
Presentation mode that locks the microphone array to the current speaker.
•
Seven dual color LEDs for visual confirmation that the unit has picked up the speaker’s voice
•
Power supply from a 24VDC wall adapter
•
Simple installation
•
Side control unit with mute key, up/down volume controls, presentation mode key and on/off key.
•
Available in two colors: Silver Ghost and Night Sky
The 5310 IP Conference Unit package includes a 5020 IP Phone, a speaker unit, and a side control
unit. An optional mouse controller is available.
SUPERSET 4001
The SUPERSET 4001 connects to a DNI card in the Peripheral unit. Providing access to basic
system functionality. It is a single-line, digital telephone with
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3300 ICP General Information Guide
•
Seven Speed call keys
•
Four fixed-function keys: Program, Hold, Flash, and Message
•
Handset and ringer volume controls
•
Ringer pitch control
•
Message Waiting lamp
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3300 ICP General Information Guide
SUPERSET 4015
The SUPERSET 4015 connects to a DNI card in the Peripheral unit. It is a multiline, digital telephone
with
•
20-character alpha-numeric liquid crystal display (LCD)
•
Seven line keys, each with a built-in line status indicator
•
Six fixed-function keys: SuperKey, Cancel, Hold, Redial, Transfer/Conference, and Message
•
Automatic selection of prime line or ringing line
•
Key selection of non-prime line
•
Handset and ringer volume controls
•
Ringer pitch control
•
Message Waiting lamp
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3300 ICP General Information Guide
SUPERSET 4025
The SUPERSET 4025 connects to a DNI card in the Peripheral unit. It is a multiline, digital telephone
with
•
20-character alpha-numeric liquid crystal display (LCD) with contrast control
•
Three softkeys for feature access
•
14 line keys, each with a built-in line status indicator
•
Eight fixed-function keys: SuperKey, Cancel, Hold, Redial, Transfer/Conference, Message,
Microphone, and Speaker
•
Automatic selection of prime line
•
Key selection of non-prime line
•
Handsfree operation (half-duplex)
•
Handset, speaker, and ringer volume controls
•
Ringer pitch control
•
Message Waiting lamp
The SUPERSET 4025 supports PKM Interface Modules for connection to additional devices.
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3300 ICP General Information Guide
SUPERSET 4150
The SUPERSET 4150 telephone connects to a DNI card in the Peripheral unit. It is a multiline, digital
telephone with
•
40-character alpha-numeric liquid crystal display (LCD) with contrast control and six touchsensitive softkey areas for feature access
•
14 line keys, each with a built-in line status indicator
•
Four fixed-function keys: SuperKey, Hold, Redial, Speaker, and Microphone
•
Built-in RS-232 interface for a computer connection
•
Automatic selection of prime line
•
Key selection of non-prime line
•
Handsfree operation (full-duplex if AC adapter is plugged in)
•
Handset, speaker, and ringer volume controls
•
Ringer pitch control
•
Message Waiting lamp
The SUPERSET 4150 supports PKM Interface Modules that let you connect to additional devices.
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3300 ICP General Information Guide
Symbol MiNET Wireless Phone
The Symbol MiNET Wireless Phone is a small, lightweight, wireless telephone designed to operate
over Spectrum24 wireless data networks by using Voice-over-IP. This phone is available in Direct
sequencing only and can only be used with an 11MB Access Point (802.11b).
This phone and supporting apparatus provide greater flexibility to the 3300 ICP. The phone interfaces
directly with the controller which provides full system functionality. The Symbol MiNET Wireless
Phone acts like a 5020 IP or 5220 IP Phone with the exception of multiline keys, multiple speed dial
buttons or anything that requires speakerphone functionality such as Group Page.
Features of the phone include
•
Three line by twelve character backlit display
•
Headset port
•
Programmable settings for Ring Type, Ring Tone, key Volume, Backlight, and Contrast Control
•
Vibrating, visual and audio ring signals
•
Message Waiting Indicator
•
Signal and battery strength indicator
•
Shared and personal user mode support
•
DHCP Support
•
Function key (gives access to phone menu through softkeys)
•
Swap Key (enables user to swap between phone mode and user mode)
•
Serial port (to download software into the phone)
•
Out of Range warning notification
•
Supports G.711 and G.729 compression
•
1.5 hours talk time, 30 hours standby
•
Signaling power 100mW
•
Access to the complete range of telephony features available on 3300 ICP including speed dials,
transfer/conference, call waiting, call forwarding, call hold do not disturb, and ACD agent
functionality. For the complete list of system features refer to the 3300 ICP Features table.
Embedded wireless communication features include
•
Dynamic rate scaling
•
Symbol Wireless voice Prioritization on Spectrum24 High Rate Wireless LAN
•
Pre-emptive Roaming for optimum voice quality and bandwidth maximization
•
40 and 128 bit WEP encryption security
•
IEEE 802.11d International Roaming.
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3300 ICP General Information Guide
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3300 ICP General Information Guide
Consoles
SUPERCONSOLE 1000
The SUPERCONSOLE 1000 attendant console is used to perform call handling functions as well as
some maintenance and administrative functions (such as moves and changes). The four-line by 80character alphanumeric display shows source and destination, time and date, call waiting, and station
information (such as COS and COR values). Macros can be programmed to facilitate the transfer of
calls to voice mail, recover calls released to the wrong extension, and dial frequently called numbers
using one button.
The SUPERCONSOLE 1000 connects to a DNI card in the Peripheral unit.
The console has
•
14 hardkeys
•
Four programmable firmkeys -for access to purchased options such as Hotel/Motel
•
10 softkeys
•
A dial pad (for both alphabetic and numeric input)
•
Backlit display
•
Volume controls
•
Integral handset
•
Headset connector
•
An RS-232 serial printer port.
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3300 ICP General Information Guide
Mitel Networks 5550 IP Console
The Mitel Networks 5550 IP Console is an advanced PC-based console and administration
application. It has a highly intuitive Graphical User Interface (GUI) including screen based call status
and call handling prompts. A telephony keypad and dual handset/headset jack provide fast, efficient
attendant call handling on the Mitel Networks 3300 ICP.
This 5550 IP Console is ideal for both departmental and enterprise attendants requiring fast and easy
access to call-processing functionality, and the ability to use other applications in the off-peak call
volume hours.
Some of the console features include
•
Specialized telephony keypad for dialing, call processing, and access to 3300 ICP features and
applications
•
Highly intuitive Graphical User Interface (GUI)
•
One-button access to programmable key functions
•
On-screen scratch pad window for note taking and messaging, and storage of speed dial
numbers
•
On-screen bulletin board for sharing information with other 5550 IP Console attendants on the
system
•
Retrieve key to retrieve calls forwarded to the wrong extension
•
Single key to transfer calls to voice mail
•
Language Support for English, French, Spanish, German, Dutch, Italian, and Portuguese
•
Console telephony hardware is available in two colours: light grey and dark grey.
The 5550 IP Console solution consists of the telephony hardware and the console application
software that will enable it to run on a customer-supplied PC. This PC should have as a minimum:
450MHz or faster Pentium-compatible processor, Microsoft Windows 2000 Professional, Microsoft
Windows 98 or Microsoft Windows Millennium, 128MB of available RAM, 4GB hard drive, 17-inch
SVGA monitor, CD-ROM drive, AT 101 enhanced keyboard, mouse, and a VLAN-aware Network
Interface Card (NIC).
The package includes the following items:
•
Telephony Keypad
•
24VDC power adapter
•
Mitel Networks 5000 series handset and cord
•
Handset Cradle
•
Ethernet cable 10/100BaseT
•
CD-ROM containing the console application software
•
Designation labels for the programmable keys
•
Quick Start Guide
•
Installation Guide.
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3300 ICP General Information Guide
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3300 ICP General Information Guide
Accessories
Mitel Networks 5410 Programmable Key Module
The Mitel Networks 5410 Programmable Key Module provides 12 additional personal keys for a 5020
IP Phone. They can be programmed as feature keys, speedcall keys, Direct Station Select keys, or
line appearance keys. Each key has a Line Status Indicator that works the same way as those on the
associated telephone. The keys can be programmed through the telephone.
The 5410 PKM unit connects to a 5020 IP Phone through a Mitel Networks 5421 PKM Interface
Module (IM). which is installed separately at the base of the telephone and is only compatible with
5020 IP Phones.
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3300 ICP General Information Guide
Mitel Networks 5415 Programmable Key Module
The Mitel Networks 5415 Programmable Key Module 48 provides additional feature keys for a 5020
IP Phone. They can be programmed as feature keys, speedcall keys, Direct Station Select keys, or
line appearance keys. Each key has a Line Status Indicator that works the same way as those on the
associated telephone. The keys can be programmed through the telephone.
The 5415 PKM unit connects to a 5020 IP Phone through a Mitel Networks 5421 PKM Interface
Module (IM) which is installed separately at the base of the telephone. A second 5415 PKM can
connect to the first to provide 48 additional feature keys.
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3300 ICP General Information Guide
Mitel Networks 5412 IP Programmable Key Module
The Mitel Networks 5412 IP Programmable Key Module provides 12 additional personal keys for a
5220 IP Phone. They can be programmed as feature keys, speed call keys, Direct Station Select
keys, or line appearance keys. Each key has a Line Status Indicator that works the same way as
those on the associated telephone. The keys can be programmed through the telephone.
The 5412 PKM unit connects to a 5220 IP Phone by using a Mitel Networks 5422 PKM Interface
Module (IM). The PKM IM is installed separately at the base of telephone and is only compatible with
5220 IP Phones.
5220 IP Phone with 5412 PKM
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3300 ICP General Information Guide
Mitel Networks 5448 IP Programmable Key Module
The Mitel Networks 5448 Programmable Key Module provides 48 additional feature keys for a 5220
IP Phone. They can be programmed as feature keys, speedcall keys, Direct Station Select keys, or
line appearance keys. Each key has a Line Status Indicator that works the same way as those on the
associated telephone. The keys can be programmed through the telephone.
The 5448 PKM unit connects to a 5220 IP Phone by using a Mitel Networks 5422 PKM Interface
Module (IM). A second 5448 PKM can connect to the first to provide for 48 additional feature keys.
The 5422 PKM IM is installed separately at the base of telephone and is only compatible with 5220 IP
Phones.
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3300 ICP General Information Guide
Mitel Networks 5423 IrDA Module
The Mitel Networks 5423 IrDA (Infrared Display Adapter) Module attaches to a 5020 IP Phone. Mitel
Networks 5810 PDA application software must also be installed on the Palm Personal Digital
Assistant (PDA) operating system. A wireless connection between the telephone and the Palm PDA
is established through the infrared ports.
This optional module gives the user the ability to dial telephone numbers directly from the Palm PDA.
If users find themselves away from their desks, they can point their Palm PDA at any telephone with
the attached module, and access features and telephone numbers programmed at their own
extension number.
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3300 ICP General Information Guide
Mitel Networks 5424 IrDA Module
The Mitel Networks 5424 IrDA (Infrared Display Adapter) Module attaches to a 5220 IP Phone. Mitel
Networks 5810 PDA application software must also be installed on the Palm Personal Digital
Assistant (PDA) operating system. A wireless connection between the telephone and the Palm PDA
is established through the infrared ports.
This optional module gives the user the ability to dial telephone numbers directly from the Palm PDA.
If users find themselves away from their desks, they can point their Palm PDA at any telephone with
the attached module, and access features and telephone numbers programmed at their own
extension number.
5220 IP Phone with 5424 IrDA Module
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3300 ICP General Information Guide
Mitel Networks 5485 IP Paging Unit
The Mitel Networks 5485 IP Paging Unit is an optional module that provides paging functionality on
the 3300 ICP.
The IP Paging Unit is installed as a stand-alone or a wall-mounted unit. Two LEDs provide basic
status information. The unit connects to the LAN using an RJ-45 cable and is powered by a 24 VDC
power adapter which is supplied.
Each IP Paging Unit supports one paging zone.
Note: A third party remote paging amplifier (not included) connects to the paging unit and is
powered separately.
For detailed information, refer to the documentation shipped with the product.
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3300 ICP General Information Guide
Mitel Networks 3300 Power Dongle (cisco compliant)
The Mitel Networks 3300 Power Dongle enables Mitel Networks IP telephones to be powered by
Cisco 600*/4006, 3524 series of catalyst switches or the Cisco mid-span power hub.
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3300 ICP General Information Guide
PowerDsine 24PT In-line Power Unit
PowerDsine 24PT In-line Power Unit supplies uninterrupted power to Mitel Networks IP Phones and
Symbol Spectrum Access Points. By using this unit to power IP devices customers can reduce the
cost of installing separate power cabling to each endpoint.
Each unit can be used to provide remote power feeding for 24 IP telephones from a centralized
universal 100/240VAC, 50/60Hz AC input.
The PowerDsine 24PT In-line Power Unit is connected in series to an Ethernet switch. The data
output jack on the switch connects to the input jack on the PowerDsine 24PT In-line Power Unit , and
the data/power output jack on the PowerDsine 24PT In-line Power Unit connects to the data input
jack on the IP telephone.
Features of this unit include:
•
IEEE 802.3af compliant power outputs
•
Independent overload & short circuit protection for each channel
•
24 10/100 BaseT data and power combined channels
•
Universal 100-240VAC 50/60Hz power unit
•
Standard 19" 1U rack mounting hardware
•
Bicolor LED port status indicators
•
Rs-232 serial port for software download and monitoring.
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3300 ICP General Information Guide
Symbol Spectrum24 Access Point
The Spectrum24 Ethernet Access Points (AP’s), manufactured by Symbol Technologies, function as
a Media Access Control (MAC) bridge between wired LANs and wireless endpoints (NetVision
telephony devices).
The Spectrum24 AP-4100 Series Access Points use the Direct Sequence Spread Spectrum used for
in-building wireless networks. This Access Point operates at up to 11 Mbps and conforms to the IEEE
802.11(b) standard.
Features of the AP-4100 series Access Points include:
•
Built-in diagnostic capabilities with power up self check
•
Wireless MAC interface
•
10/100 BaseT Ethernet port interface with full-speed filtering
•
PC/AT Serial Port Interface
•
Data encryption
•
Simple Network Management Protocol
•
Support for roaming across routers
•
Support for up to 127 mobile units
•
DHCP support
•
DNS support.
For more information on Symbol products visit Symbol Technologies website at www.symbol.com.
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3300 ICP General Information Guide
Network
Lines
The 3300 ICP supports the following types of internal voice lines:
•
A 10/100BaseT Ethernet connection is required for Mitel Networks IP telephones to connect
through an Ethernet LAN to a 3300 Controller. These lines are supported by the 3300 controller.
•
On-Premises (ONS) lines (24V per port) are for industry-standard DTMF or rotary dial
telephones. The external loop resistance on an ONS line must be 600 ohms or less, and the loop
length must be 5000 ft (1500m) or less on 26-gauge wire. These lines are supported by the 3300
Universal ASU, the 3300 ASU and the ONS line card in the Peripheral unit or MICRO LIGHT.
Note: Rotary dial telephones are not supported by the 3300 Universal ASU or the 3300 ASU.
•
Off-Premises (OPS) lines (48V per port) are for industry-standard telephones where the external
loop resistance exceeds 600 ohms or where lightning surge protection is required. The maximum
resistance on an OPS line must be 1800 ohms or less, and the loop length must be 19,000 feet
(5800 meters) or less on 26-gauge wire. These lines are supported by the OPS line card and are
only available if a Peripheral unit or MICRO LIGHT is installed.
•
Digital Network Interface (DNI) lines provide an interface for Mitel Networks digital telephones,
and consoles. The maximum loop resistance on a DNI line must be 280 ohms or less, and the
loop length must be 3300 feet (1000 meters) or less on 26-guage wire. These lines are
supported by the DNI Line card and are only available if a Peripheral unit or MICRO LIGHT is
installed.
Trunks
The system can connect to the Public Switched Telephone Network (PSTN) or to private networks
over both digital and analog trunks.
The following digital links are supported:
•
DS1 Links -The system supports D4, Q.Sig, MSDN/DPNSS, Primary Rate ISDN (DM-250, DMS100, Bellcore National ISDN, 4ESS, NI-2, 5ESS NI2, NI13), and XNET over PRI protocols. The
system connects to DS1 links through the 3300 Universal NSU or the DS1 Formatter card in the
DSU cabinet or MICRO LIGHT.
•
E1 Links -The system supports DASS II, MSDN/DPNSS, Q.Sig, Primary Rate ISDN (Euro ISDN
(CTR4)), and XNET over PRI protocols. The system connects to E1 links through the 3300
Universal NSU or the CEPT Formatter card in the DSU cabinet or MICRO LIGHT.
•
R2 Links -The system supports the CCITT Blue Book, Volume IV, Fascicle VI.4, Specifications of
the Signaling System R2, Recommendations Q.440 to Q.490 (with the exception of Echo
Suppression (Q.479), Test Calls (Q.490) and international signals). The system connects to R2
links through the 3300 R2 NSU.
•
PRI Links -The system supports DM-250, DMS-100, Bellcore National ISDN, 4ESS, NI-2, 5ESS
NI2, NI13, and Euro ISDN (CTR4) protocols. The system connects to PRI links through the 3300
Universal NSU or the PRI card in the DSU cabinet or MICRO LIGHT.
•
BRI Links -The system supports Euro ISDN 2B + D, Basic Rate Interface, or the North American
ISDN-1 and ISDN-2 protocols. The system connects to BRI links using a DPNSS link from a
Universal NSU or CEPT Formatter card through the 3300 BRI NSU or the BRI card in the DSU
cabinet or MICRO LIGHT.
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3300 ICP General Information Guide
The following analog trunks are supported:
•
Analog CO trunks- These trunks use the loop start (LS) ports on the 3300 Universal ASU or the
loop start/ground start (LS/GS) card in the peripheral cabinet to interface with the system.
•
E&M trunks - these trunks use the E&M trunk card in the peripheral cabinet to interface with the
system. The card can be configured for either 2-wire or 4-wire operation. Type 1 through Type V
circuits are supported.
•
Direct Inward Dial and Tie trunks -These trunks use the DID/Loop Tie trunk card in the peripheral
cabinet to interface with the system.
IP Networking
IP Networking provides an integrated networking solution that allows voice and signaling data to be
transported over the existing LAN/WAN infrastructure between multiple 3300 ICPs. MSDN/DPNSS
features are supported over IP Networking.
Each 3300 ICP supports up to 2000 IP trunks allowing a ’cluster’ of up to eighty 3300 ICP systems to
work as a single integrated voice system. Each pair of 3300 ICP systems can be connected by up to
200 IP trunks.
Note: A Mitel Networks 3800 IP Trunking Gateway adjuncts to a SX-2000 or 3200 ICP cannot be
directly connected to a 3300 ICP. To support this configuration the 3300 ICP would also require
an adjunct 3800 IP Gateway.
Compression
The 3300 ICP provides the option of G.729 voice compression. Licenses and additional 3300 DSP
modules can be purchased to enable this feature to a maximum 64 compression channels. This
feature applies compression to a call whose voice path traverses the TDM/analog to IP fabric or viseversa, including calls made between TDM/analog devices when call setup is established over an IP
network.
IP phone to IP phone calls also support compression. Compression for this scenario is applied by
DSP resources in the phones and does not require compression licenses.
The compression of a standard call effectively reduces the bandwidth required per call from 64kbps to
approximately 8kbps plus packet overhead.
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3300 ICP General Information Guide
ISDN (Integrated Services Digital Network)
ISDN Support
The Integrated Services Digital Network (ISDN) transmits voice, data, and video at high speeds.
ISDN services can be deployed and accessed at enterprise, department, and desktop levels by
adding the 3300 Universal NSU with PRI or the 3300 BRI NSU to the 3300 ICP.
LAN traffic can also be carried over existing private or public digital network connections on Euro
ISDN, DASSII (public access) protocols, or even on a private MSDN/DPNSS network using ISDN
connections to a router.
ISDN Connectivity
ISDN access lets customers leverage the advantages of ISDN network services for both voice and
data applications, effectively improving performance and network resource management while
controlling costs.
The 3300 ICP supports multiple ISDN protocols and provides ISDN connectivity. The system
connects with the ISDN public network and data devices (such as routers, video conferencing
equipment, and servers) by using Primary Rate Interface (PRI) or Basic Rate Interface (BRI). ISDN
takes advantage of the following features to capture and control costs, analyze peak periods, and fine
tune network resources accordingly for both voice and data calls:
•
ARS/LCR (Automatic Route Selection / Least Cost Routing)
•
SMDR (Station Message Detail Recording)
•
Min/Max Traffic Control
•
Per Call Service Selection
•
Limited Toll Restriction
•
Trunk Diagnostics
•
NFAS (Non-Facility Associated Signaling)
•
Remote LAN Access.
ISDN Primary Rate Interface
ISDN Primary Rate Interface (PRI) has become the most cost-effective enterprise solution for IT
managers responding to increased demands for remote LAN access, Internet and intranet access,
off-site desktop and group video conferences, and a host of other inbound and outbound data
applications.
Using ISDN PRI all inbound and outbound services that are usually obtained by using different trunk
types (such as INWATS, OUTWATS, FX, Tie, and DID) can be accessed with a single ISDN trunk; as
a result, the number of trunks can be reduced by 10 to 15 percent. On outbound calls, the system
requests the required service from the Network and the trunk takes on the requested characteristics
for the duration of the call.
At the same time, ISDN supports enhanced voice communications capabilities. These capabilities
include Caller Line Identification Delivery (CLID), Automatic Number Identification (ANI), and Dialed
Number Identification Service (DNIS). These options allow you to know who is calling and facilitate
call center and CTI applications, fast call set-up, call-by-call, and Min/Max for reduced trunking. ISDN
delivers the highest degree of voice clarity of any transmission medium available.
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3300 ICP General Information Guide
R2
The 3300 R2 NSU provides access to the R2 National Public Switched Telephone Network (PSTN)
with MF-R2 digital trunk signaling. The 3300 R2 NSU supports the CCITT Blue Book, Volume VI,
Fascicle VI.4, Specifications of Signaling System R2, Recommendations Q.440 to Q.490 (with the
exception of Q.479 Echo Suppression, Q.490 Test Calls and international signals).
Many countries use R2 signaling but do not adhere to the CCITT recommendations in their entirety.
The 3300 ICP is completely flexible and supports regional variations of the R2 protocol. Line
signaling, tone interpretation, and timing parameters for the converter can be adapted to suit any
national or regional requirement. For example
•
Line signaling features allow you to program up to four bits to define the incoming and outgoing
patterns for line signals such as Idle and Answer
•
Register signaling features allow you to program the type of address signaling termination
(signaled or timed) and whether signaling should be fully-compelled or semi-compelled. These
features allow the individual definition of each register signaling tone.
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3300 ICP General Information Guide
Traffic and Performance Specifications
Traffic and Performance
Criteria
Result
Busy Hour Call
Completions
(BHCC)*
Response Time
Specification
5471 per hour
Internal Test Limit
Networked Test Limit (2 nodes)
Delay to Dial Tone P.99 < 1000
ms
Dial Tone Cut Off Delay P.99 <
500 ms
Post-Dialing Delay P.99 < 2070
ms
Connecting Delay P.99 < 1180
ms
Data Blocking
Software <0.0001 Blocking Probability
Possibilities
DTMF, Trunks Provisioning dependent
Note: The BHCC will vary according to individual customer configuration and usage.
Delay to Dial Tone P.99 < 1000 ms
Dial Tone Cut Off Delay P.99 <
500 ms
Post-Dialing Delay P.99 < 1500 ms
Connecting Delay P.99 < 400 ms
Trunking
Configuration
Trunks
Calls per hour
Echo Channels
From IP sets
ACD 50 Ports
3 Trunks (T1)
1350
ACD 100 Ports
4 Trunks (T1)
2700
700 IP
4 Trunks (T1)
3521
(total 4200 CCS)
604 IP and 96
ONS
4 Trunks (T1)
3521
(total 4200 CCS)
250 IP
2 Trunks (T1)
1307
(total 1500 CCS)
79
Erlangs E2T
Resource
CCS E2T
Resource
37.5
64 Echo
Channels
74.4
128 Echo
Channels
75.2
128 Echo
Channels
70.0
128 Echo
Channels
26.2
1350
2678
2707
2520
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3300 ICP General Information Guide
Attendant Console Specifications
Number of Operators required (at different system traffic rates) against number of lines
Lines
System Traffic 4CCS
(Low)
25%
55%
85%
System Traffic 6CCS
(Medium)
System Traffic 12CCS
(High)
25%
25%
55%
(typical)
85%
(typical)
55%
85%
(typical)
100
1
2
2
2
2
2
2
3
3
200
2
2
3
2
3
3
3
4
5
300
2
3
3
2
3
4
3
5
7
400
2
3
4
3
4
5
4
6
8
500
2
3
4
3
4
6
4*
7*
10*
600
3
4
5
3
5
7
5*
8*
12*
700
3
4
6
4
6
8
6*
10*
13*
*Note: System blocking will reduce the number of lines that can be handled at this traffic rate so
the number of operators will be lower.
The following assumptions apply to the table above:
•
Majority of calls handled by the operator are for incoming trunk traffic.
•
Calls are answered on average within 10 seconds.
•
Calls are handled (transferred/dropped) within an average of 20 seconds.
•
85% of all calls are handled within these time limits.
•
Table shows recommended number of operators. Local traffic conditions may increase or
decrease these values, and hold times may be higher requiring more operators (or vice versa).
•
Table shows the quantity of incoming trunk calls handled by operator as 25%, 55%, and 85% of
all incoming calls. Remaining calls are handled through direct connection, diversion to voice mail,
or IVR equipment (IVR can also be considered as an operator replacement).
•
Up to 16 IP operator consoles can be used on the 3300 ICP system.
•
As a rule of thumb, operators will typically handle calls at a rate of 50 to 100CPH. The majority of
calls handled by the operator are for incoming trunk traffic.
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3300 ICP General Information Guide
LAN/WAN Network Configuration
Network Guidelines
To maintain optimum voice quality, voice and data traffic should be separated as much as possible.
To separate voice and data traffic, you can
•
Run Voice and Data on separate Virtual LANs (VLAN)
•
Use a separate subnet for voice traffic
•
Use Ethernet switches instead of hubs (voice and data should not use the same shared ethernet
hub
•
Use Full Duplex Fast Ethernet to the 3300 Controller ports
•
Use Full Duplex Fast Ethernet and Ethernet Trunks between switches.
When IP telephones are being placed across routed links, the routers should be configured to
prioritize voice traffic by using techniques such as Weighted Fair Queuing (WFQ) with multiple
queues configured (for example, high priority for voice and low priority for data). Where the routed
connection is across a Wide Area Network (WAN), set the Maximum Transmittable Unit (MTU)
appropriately for the speed of the WAN link to minimize delay on slow WAN links.
3300 ICP as a Backup WAN
Many sites have PRI (Primary Rate Interface) access to their telephone system and a separate WAN
link for their data. The majority of routers allow for a backup link as well. Instead of renting another
BRI or PRI link from the telephone company, you can use the system’s existing ISDN access. Using
the remote LAN access option on ISDN, configure the card as if it was the interface from the public
network; as a result, information can be sent and received from another ISDN-compatible device
(such as a router).
Wireless Guidelines
The 3300 ICP provides wireless integration for Symbol wireless devices. To ensure maximum
efficiency note the following guidelines:
•
Air Access Points (AAP) must be on a single subnet associated with one controller
•
AAP connections to one controller must assign the same Electronic Switching System (ESS)
number to the devices
•
AAP associated with different controllers in the same building must use different ESS numbers.
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3300 ICP General Information Guide
Features
Features of the 3300 ICP
Feature Name:
Description:
Account Codes -Default
Default Account Codes are entered automatically by the system
each time a user dials an external number. They may be used to
segregate groups in SMDR for billing.
Verified Account Codes let you access features that are not
normally available at a station. These account codes can be used
to change the COS and COR at any station.
Non-Verified Account Codes let you enter codes on the SMDR
record for billing and/or call management.
System Account Codes are automatically outpulsed by the system
when outgoing calls are made on a specialized carrier trunk circuit.
Allows you to assign up to 64 agent groups with a maximum of 150
agents in each group.
Each agent in an agent group is assigned a skill level. Calls to the
group are routed to the most skilled available agent. If agents of
equal skill are available, the call is routed to the longest-idle agent.
To facilitate skill-based routing, agent IDs can appear in more than
one agent group.
ACD agents enter a reason code when phones are put into a Make
Busy state.
Makes the ACD Real Time Event stream a purchasable option.
Lets you move a call on Hold to another line appearance, form a
conference with a call on hold, or add a call on hold to an existing
conference.
Provides calling line identification and travelling class marks across
T1/D4 trunks.
Allows you to program day and time zones, route plans, and ARS
assignment.
AOC allows the caller to determine the cost of a toll call.
Automatic Number Identification and Dialed Number Identification
Service identify numbers that are transmitted on an incoming trunk.
Allows an external caller to dial through to an extension without
having to go through an attendant.
Consists of four main components: call distribution, agent mobility,
management and reporting, and feature configuration and
administration.
Permits the use of Recorded Announcement Devices (RADs) and
a uniform call distribution to hunt groups.
Bulletin board is shared by all 5550 IP Consoles on the system that
have a network connection. Use it to post information for other
attendants (for example, speed dial numbers).
Places your attendant console in a busy-out condition (absent
status) under certain circumstances. In the busy-out condition,
incoming calls are automatically rerouted.
Lets you busy-out a specific station by using the attendant console.
Centralized Attendant Service interface allows a 3300 ICP to be a
Account Codes -Verified and
Non-Verified
Account Codes -System
ACD 2000® Extended Agent
Groups
ACD 2000® Skill-based
Routing
ACD Make Busy Reason
Codes
ACD Real Time Event
Add Held
Advanced Analog Networking
Advanced ARS
Advice of Charge
ANI/DNIS/ISDN Number
Delivery
ANSWER PLUS Automatic
Attendant
ANSWER PLUS
Automatic Call Distribution II
(ACD 2000)
ANSWER PLUS - Mitel Call
Distribution
Attendant Bulletin Board
Attendant Busy-Out (Console)
Attendant Busy-Out (Station)
Attendant CAS Interface
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3300 ICP General Information Guide
Feature Name:
Attendant Call Answering
Priority
Attendant Call Information
Display
Attendant Call Selection
Attendant Conference
Attendant Consoles (Multiple)
Attendant Console Firmkeys
Attendant Console Status
Display
Attendant Directory Number
Attendant Help
Attendant Hold
Attendant Identity Information
Display
Attendant Language Selection
Attendant Lockout
Attendant Messaging
Attendant Metered Calls
Attendant New Call Tone
Attendant Position Busy-Out
Attendant Recall
Attendant Ringer Control
Attendant Scratch Pad
Attendant Serial Call
Description:
remote node for a CAS site. CAS is an attendant call-handling
service provided at a central office switch for calls from both public
and private networks.
Lets you assign priority to calls based on origin when multiple calls
are waiting; the call with the highest priority is answered first.
Provides the attendant with information about called and calling
parties.
Lets you choose which group of incoming calls to answer first;
each group is selected by pressing a softkey on the attendant
console.
Lets the attendant set up one or more conference connections
between central office trunks and internal stations.
Multiple Attendant Consoles can be supported.
Can be programmed as one of the following feature keys:
Phonebook, Guest Service (Hotel/Motel), Trunk Status, Alarm,
SMDA, Select Option, or blank (no application).
Displays various parameters such as Day/Night Service, Attendant
Status, and Alarm Status.
Lets you dial a number (typically "0") to reach the attendant.
Separate directory numbers can be programmed for each
attendant console.
Provides online assistance.
Lets you temporarily place a call on hold so you can use other
phone features.
Lets you view the console’s prime directory number, the PB
software version, and the console’s hold slot number.
Enables attendant the to choose the language of operation for the
attendant console (English, European French, Canadian French,
European Spanish, Latin American Spanish, Dutch, German,
Italian, Brazilian Portuguese and European Portuguese).
Prevents the attendant from re-entering a call after releasing it.
Lets you activate a message-waiting condition on a station from the
attendant console. The condition can be queried or canceled by the
attendant or by a station user with the appropriate Class of Service.
Lets you use the attendant console to track the cost of outgoing
trunk calls.
Audio notification of new calls to the attendant console.
See Attendant Busy-Out (Console).
Automatically alerts the attendant when either a trunk call to an idle
station or a call on hold at the console has not been answered
within a specified time period.
Lets you mute the attendant console ringer. When the ringer is
muted, the Call Waiting indicator at the top of the display alerts you
to incoming calls.
Functions as your personal telephone directory and speed dial list.
Use it to save telephone numbers for faster dialing or to store the
names and numbers of callers for future reference.
Automatically returns a call to the attendant console when the call
ends.
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3300 ICP General Information Guide
Feature Name:
Description:
Attendant Setup and
Cancellation of Station
Features
Attendant System Login
Allows the attendant to setup and cancel certain station features
such as Call Forward, Do Not Disturb, Callback, and Reminder.
Attendant Tone Signaling
Attendant Trunk Group Busy
Status
Auto-Answer
Auto-Hold
Automatic Route Selection
(ARS)
Autovon
BRI (Basic Rate Interface)
Broadcast Groups
Broker’s Call
Busy Dial Through
Callback
Callback –System
Programmable
Call By Name
Call Coverage
Call Duration Display
Call Forward
Call Forward -Cancel All
Call Forward -Follow Me-End
Chaining
Call Forward - Follow MeReroute When Busy
Call Forward -Forced
Call Forward - Override
Requires the attendant to log on to the system to access certain
programming functions from the attendant console.
Lets the attendant send tones over the circuit once a call has been
established.
Lets the attendant display and/or print the busy status of the
system trunk groups from the attendant console.
Automatically answers calls that ring your Prime line. This is
typically used in an ACD environment.
Automatically places an active call on hold when you press a line
key to originate or receive another call.
Simplifies local and long distance dialing by automatically selecting
the most convenient and cost-effective route for the call and by
inserting and/or deleting the proper routing digits.
Allows the system to connect to with Autovon networks (defense
switched networks and Canadian switched networks) for incoming
and outgoing calls.
A basic ISDN service consisting of two 64Kbps channels and one
16Kbps channel. This feature is supported on 3300 ICP with the
3300 BRI Network Services Unit.
See Groups -Key System and Multicall.
Lets you temporarily suspend a telephone call while you originate a
new one. Once the new call has been established, you can
alternate between the two calls.
Lets you dial a feature access code sequence when a busy
condition is encountered. See Callback and Camp-on.
Lets you request that the system notify you when a busy line
becomes idle or when an unanswered station goes off-hook and
on-hook.
Lets you program the destination of a matured callback set against
a key line or multicall line group.
See Phonebook.
Provided through a combination of features: Call Rerouting, Call
Forward, Do Not Disturb, and Answer Plus™-Mitel Call
Distribution.
Displays the call duration for incoming and outgoing calls, in one
minute increments (starting at 0:00).
Lets you redirect incoming calls to an alternate number.
Lets you cancel all types of Call Forward.
Ensures that calls are not further redirected.
Forwards the call to the original set's First Alternative Rerouting if
the call forward destination is busy.
Lets you manually redirect an incoming call on your prime or
private line to another number.
Lets you bypass or override any Call Forward condition that is set
at the station that you are calling.
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3300 ICP General Information Guide
Feature Name:
Description:
Call Hold
Call Park
See Hold.
Lets the attendant hold a call so that a telephone user can remotely
retrieve the call.
Lets you answer an incoming call that is ringing at another station.
Protects a call from audible Call Waiting tones, as the result of a
camp-on, and prevents intrusion of any kind (for example Busy
Override).
See Release.
Redirects calls to alternate answering points or devices under
specified conditions. May be used to redirect calls always (in Day,
Night 1, and/or Night 2 mode) or under busy, no answer, or Do Not
Disturb conditions.
See Conference Split.
See Swap.
See Transfer.
Lets you use the switch hook to alternate between two calls when
parties are in Call Waiting for your station or when you have a call
on Consultation Hold.
Lets you notify a busy party that you are waiting. An attendant may
also put a call through to a busy station to indicate that a call is
waiting. Upon hearing the Call Waiting tone, the busy party can
either respond or finish the current call.
Prevents you from hearing Camp-on tone. If any party in a call has
this option enabled, no Camp-on tone is sent to anyone in the call.
See Attendant CAS Interface
Call Pickup
Call Privacy
Call Release
Call Rerouting
Call Split
Call Swap
Call Transfer
Call Waiting Swap
Camp-on (Call Waiting)
Camp-on Tone Security
Centralized Attendant Service
(CAS) interface
CLASS/CLIP Station Side
Software Support.
Class of Restriction
Class of Service
Clear All Features
Compression
Conference
Conference Split
DASS II Voice I
Date and Time
Enables ONS CLASS/CLIP sets using the CLASS/CLIP protocol to
receive caller line identification delivery (CLID) information.
Limits a station’s access to specified numbers. A station may have
three CORs (Day/Night1/Night2 service). The COR may also be
changed by using a Verified Account Code.
Defines a station or trunk’s feature and timer options. A station or
trunk may have three COSs (Day/Night1/Night2 service). The COS
may also be changed by using a Verified Account Code.
Lets you cancel most of the features activated on your extension or
another user’s extension.
Allows IP calls to be utilize less bandwidth than an uncompressed
call.
Lets you connect three or more calls into a single telephone
conversation. While you are in a Conference, you can use any of
the features that would normally be available during a two-party
call.
Lets you separate a 3-party conference so that two of the parties
can speak privately, while the other is placed on Consultation Hold.
Allows basic calls to be made from the system to a DASS II
protocol Central Office, using CEPT Digital Trunks and DASS II
signaling.
Set through the System Administration Tool. This data appears on
all Station Message Detail Recording (SMDR), traffic
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3300 ICP General Information Guide
Feature Name:
Day/Night Service Control
Dial Tone
Dial Tone -Outgoing Calls
Dialed Number Editing
Dialing -Conflicting Numbers
Direct-In Lines (DIL)
Direct Inward Dialing (DID)
Direct Inward System Access
(DISA)
Direct Outward Dialing (DOD)
Direct Page
Direct Station Select/Busy
Lamp Field (DSS/BLF)
Display Contrast Control
DNI
Do Not Disturb
DTMF Keypad Support
Emergency Services
Feature Keys
Flash -Calibrated
Description:
measurements, data dumps, display telephones, and attendant
consoles.
See Night Service.
You will normally hear continuous dial tone when you lift the
handset. You will hear discriminating (also called interrupted), or
transfer dial tone under certain conditions.
The system can provide a pseudo-CO dial tone to prevent possible
confusion to station users.
Lets you edit numbers during dialing.
The system can differentiate between conflicting numbers such as
1-0-0-0-0 and 1-0-0-0. In this example, if the fifth digit is not dialed
within a time-out period, the system assumes that the dialed
sequence is complete and makes the call.
Allow incoming trunks to be assigned to a specific station or hunt
group so that calls from the trunk ring the station or hunt group
directly.
Permits incoming calls on designated trunks to directly access
predefined stations (or other answering points) on the system.
Lets external callers access the system by using a special trunk.
The system sees the DISA trunk as a station with its own Class of
Service and Class of Restriction. Calls that enter the system on
DISA trunks have access to a variety of system features. In all
cases, the DISA trunk can be assigned account codes to provide a
high degree of security or additional options.
Lets you make external calls without the attendant assistance.
Allows you to page another telephone over its built-in speaker.
See Off-Hook Voice Announce.
A Busy Lamp Field (BLF) allows the status of a directory number to
appear on the line status indicator of a telephone or Programmable
Key Module. The monitored device may be on the same system or
another system within the same cluster. The key associated with
the busy lamp acts as a Direct Station Selection (DSS) key.
Lets you adjust the contrast of the alphanumeric display on your
phone.
Allows the programming of Mitel Networks digital devices
Lets you place your set in an apparent busy condition without
affecting the outgoing functionality. If someone calls your set while
DND is activated, he or she will hear a special busy tone.
Lets ONS/OPS extensions use all 16 keys on a 4x4 DTMF keypad.
The additional row of four keys (ABCD) is used to access features
in the system.
Allows an Emergency Services number to be dialed, which sends a
Customer Emergency Services ID (CESID) from the system to the
Public Safety Answering Point (PSAP). The CESID is used as a
key in the Automatic Location Information (ALI) database to
retrieve a database record indicating the precise location of the
caller.
Let you activate features without dialing feature access codes.
Provides an alternate method of generating a Switchhook Flash.
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3300 ICP General Information Guide
Feature Name:
Description:
Flash -Switchhook
Lets you place a call on Consultation Hold and return to dial tone
so that you can invoke station features.
Lets you single- or double-flash a trunk in order to access
Centrex™ features.
Lets station and console users program a night answer point for
their incoming trunk calls.
Lets you place a call on Consultation Hold and return to dial tone to
invoke station features. The Ground Button provides an alternate
method of producing a Switchhook Flash.
Lets you page a group of phones over their built-in speakers.
Let multiple telephones share the same extension number.
Incoming calls ring all of the idle stations, and the stations stop
ringing when one group member answers the call.
Lets you adjust the volume of the handset receiver.
Flash -Trunk
Flexible Answer Point
Ground Button
Group Page
Groups - Key System and
Multicall
Handset Receiver Volume
Control
Handsfree Operation
HCI®/CTI™ Advanced
Telephony
HCI®/CTI™ Basic Telephony
Headset Operation
Hold
Hold on Hold
Hotel/Motel
Hotline
Hunt Groups
Intercept Handling
Interconnect Restrictions
Interconnect Restriction
Override
IP Networking
Key System Groups
Lets you use your telephone without lifting the handset.
Allows monitoring of the activity and state transitions of extensions.
Permits a host computer application to initiate and clear calls on
behalf of an extension on the system through X.409, X.410, and
X.25 protocols.
Lets you use a Headset to make and receive telephone calls.
Lets you temporarily suspend a telephone call. While the call is on
hold, you can use the other telephone features. The call can be
retrieved either at the original answer point or at another extension.
Allows both parties of a two-party call to put the call on hold.
Provides a property-management interface and features commonly
used by hotels, motels, and hospitals.
Automatically dials a designated answer point when you go offhook. The answer point can be another extension, an attendant, a
trunk, or a hunt group.
Lets you define a group of extensions under a pilot number; calls to
this number ring the first idle extension in the group. You can
directly access any phone within a hunt group by dialing it's unique
extension number.
Lets the system control what happens to a call when it cannot be
completed as dialed. Such a call may be routed to a tone or to a
directory number; two destinations can be programmed for either
condition.
Restrict access to certain trunks, stations and equipment (such as
data communications equipment). interconnect restrictions are a
function of the direction of the call. Every peripheral device is
assigned an Interconnect Number that prevents it from connecting
with another.
Allows 911 access to telephones in a hotel environment that must
be restricted from dialing various internal numbers.
Allows calls to be placed or received over an IP trunk originating
from either an IP endpoint or a non-IP endpoint.
See Groups-Key System and Multicall.
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3300 ICP General Information Guide
Feature Name:
Description:
Language Change
Lets you change the language of the telephone prompts and
softkeys to any one of the following languages: English, French
(Canadian), French (European), Italian, German, Spanish
(European), Spanish (LA) Dutch, Portuguese (Brazil) or
Portuguese (European).
An administrator can program any of the programmable keys on a
phone as line appearance keys for single or shared lines. There
are three types of lines: Prime, Non-Prime, and No Where Prime.
Line appearances can be programmed to ring in variety of ways.
The system provides extensive maintenance coverage periodically
testing all types of peripheral hardware. Maintenance users may
test individual circuits on demand.
Lets a paged party respond to a Group Page without knowing the
identity or location of the paging party.
Line Types and Appearances
Line Appearance Ring Types
Maintenance
Meet Me Answer
Messaging-Advisory
Messaging-Callback
Messaging-Dialed
MNMS
MSDN/DPNSS
MSDN Release Link Trunk
Multicall Groups
Multiple Consoles
Multiple Message Waiting
Indications
Multi-Level Auto Attendant
Music
Music On Hold
Networking
Networked ACD
Displays a short advisory message to display-set users who call
your telephone.
Lets you leave a callback message on a telephone when the called
party is busy or does not answer. When you receive a callback
message, you can review the message on the display (if
applicable) and/or call the sender back.
Lets you leave a message-waiting indication on a telephone. When
you receive a message-waiting indication, you call your message
taker to accept the message.
Supports OPS Manager functions.
A digital signaling system that provides many features and is used
within a private network of PBXs.
Allows the attendant to make an outgoing call on an incoming
trunk. It provides centralized attendant service by allowing
attendants on the attendant system to reroute calls without tying up
additional trunk resources.
See Groups-Key System and Multicall.
See Attendant Consoles (Multiple).
Line keys on multiline telephones can be programmed as message
waiting indicators that are associated with the mailboxes of other
stations.
Allows a hierarchical menu to be programmed on the auto
attendant providing callers with better self-service access to the
person or department they are calling.
Lets you listen to the Music On Hold music source through the
speaker on the telephone.
Provides callers with music while they are waiting for a call to be
completed. Music On Hold is provided when a call is on hold, is
transferred to a busy party, or is in Call Waiting for a station.
Customers provides the music source.
The system supports both analog and digital networking. See Node
ID Recognition and Uniform Numbering Plan.
Supports ACD functions over a Mitel Switched Digital Network
(MSDN). Agent groups at different locations (on different systems)
may service calls on the network independently of where the call
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3300 ICP General Information Guide
Feature Name:
Networked Group Page
NI3 Calling Name Delivery
Night Service
Night Service - Automatic
Node ID Recognition
Description:
entered the network.
Group Paging can be completed across a network or network
cluster, allowing, for example, set on system A to page a specific
group on system B.
Allows the called party to see the name of a caller on the
telephone’s display screen if the caller has programmed Calling
Name to "Allow" through IMAT. NI3 supports both incoming and
outgoing calls for the system T1 card and is supported by the 3300
Universal NSU.
Lets you redirect calls to alternate answer points for individual
trunks. Answer points can vary, according to the selected mode of
operation (Day, Night 1, or Night 2).
Automatically places the system into Night service if all attendant
consoles are unable to receive calls or if all attendant consoles are
inactive when the time-out period has expired.
Enables a system in a network to determine whether an incoming
call applies to it or to another system in the network.
Non-Busy Station
Lets you program an extension to never return a busy tone. This
feature is used for special situations such as emergencies.
Non-DID Extension
Allows the system to support phones that are not directly
accessible to DID trunks. Calls to and from these phones are
transferred to non-DID extensions by an intercept handling point
(such as an attendant or a station).
Lets you receive a direct page during a handset or headset call.
See Direct Page.
Reduces post-dialing delay when trunk calls are originated. Once a
route has been determined by ARS, a trunk is seized and dial
pulses or tones are outpulsed to the CO. These pulses are sent
before the user has finished dialing to allow faster call setup on
analog trunks.
Lets you enter a conversation at a busy station or ring a station
with Do Not Disturb activated. Before you enter the conversation,
all parties receive a warning tone.
Prevents users from using Override on your station.
Lets you connect to loudspeaker/paging equipment to access
individual paging zones or all paging zones simultaneously. Before
you are connected to the paging equipment, you will hear a twosecond burst of tone.
Lets you locate and call a system user based by name, extension
number, department, and/or location.
Describes the options supported by the Universal Network
Services Unit. These options include Min/Max, Automated
Min/Max, NFAS (Non-Facilities Associated Signaling), D-channel
Backup and Remote LAN Access.
The system has complete RS-232 printer flexibility. Any printer port
may be programmed for any application. The system supports
system printers both for its own applications (such as SMDR and
maintenance) and as dedicated data communications printers.
Handles calls in order of priority. When waiting for calls to be
completed internal or external callers are placed in a queue and
Off-Hook Voice Announce
Overlap Outpulsing
Override
Override Security
Paging
Phonebook
PRI (Primary Rate ISDN)
Printer Support
Priority Queuing
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3300 ICP General Information Guide
Feature Name:
Privacy Release
Q.SIG
Recall
Recall Button
Redial
Redial -Saved Number
Release
Reminder
Remote Wake-up Calls
Ringer Control
Ringing -Discriminating
Ringing -Discriminating
(Optional)
Ringing Line Select
SMDR -External
SMDR -Internal
SNMP Agent
Speak@Ease Softkey Support
Speaker Volume Control
Speed Call Keys
Speed Call -Pause
Speed Call -Personal
Description:
assigned an access priority.
Call privacy between users who share line appearances in key
systems groups is automatic. The privacy release feature allows
users to release privacy during a call to include another member of
the key system group in the call.
A protocol that allows you to connect a minimum of two systems
together to form a virtual private network. Q.SIG supports both
incoming and outgoing calls for the 3300 ICP Universal Network
Services Unit.
Lets an incoming caller, who has been transferred to an idle station
and not answered within a specified time-out period, call back the
last party who handled the call. Similar time-out recalls occur for
parties who are transferred to busy stations or placed on hold.
See Ground Button.
Automatically dials the last manually dialed number.
Save a number for future dialing. The number remains saved until
a replacement number is saved.
Lets you release from an attempted connection to an external party
without going on-hook. Release is useful when you encounter a
busy or unavailable external party that you are attempting to add to
a Conference.
Lets you program your set to ring and provide a message at a
specified time within a 24-hour period.
Wake-up calls can be set or cancelled remotely from a telephone
or attendant console using the Hotel/Motel Room Remote Wake-up
Call feature access codes.
Lets you adjust the volume and pitch of the telephone ringer.
Lets you distinguish between incoming internal calls, incoming
trunk calls, tie line calls, and Callbacks by using different ringing
patterns (cadences).
Lets you change the Discriminating Ringing patterns on ONS/OPS
lines so that you hear internal ringing (1 second on and 3 seconds
off) for both internal and external calls.
Lets you answer any ringing line by going off-hook.
Collects data for outgoing and incoming trunk calls.
Collects data for calls made between stations within the system.
Simple Network Management Protocol (SNMP) governs the
management and monitoring of network devices and their
functions.
Provides quick and easy access to the Speak@Ease voice
recognition system.
Lets you adjust the volume of the phone speaker.
Let you store and dial frequently-used numbers by using the
personal keys on your telephone.
When the system encounters a pause while dialing a speed call
digit string, the system ceases dialing for the duration of the pause.
Dialing resumes when the pause ends
Lets you store and dial frequently-used numbers using access
codes and index numbers.
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3300 ICP General Information Guide
Feature Name:
Description:
Speed Call -System
Speed Dial
Station Message Detailed
Accounting (SMDA)
Lets you dial stored system numbers.
See Speed Call.
Lets the system accumulate meter pulses (up to an assigned buffer
size) that can be read, printed, and cleared from a console. You
can collect meter pulses either with a device (device meter unit
accumulation) or an account code (account code meter unit
accumulation).
Lets you dial any other station directly.
Enables you to group a number of telephone lines through
interconnected hotel/motel rooms, or suites, for the purposes of
billing and sharing telephone service.
Lets you temporarily suspend a phone call to originate a new one.
Once the new call has been established, you can alternate
between the calls.
See Flash-Switchhook.
Passwords control administrative access to the system. The
installation technician assigns usernames and passwords for
access to the different system tools.
See Alarms and Attendant Console Status Display.
Maintains telephone service in the event of system failure (such as
during a power outage). When the system goes into SFT mode up
to four POTS phones are connected directly to the Central Office.
This feature requires a 3300 Universal Analog Services Unit.
Provides support for T1 Channel Associated Signaling. A Dual T1
card is required.
Provides a record of malicious calls in the SMDR record.
Supports MiTAI and TALK TO TAPI computer telephony interfaces.
The system can transparently interconnect trunk circuits originating
from one CO or PBX and terminating on another (tandem trunking),
without attendant intervention.
Any extension number in the system telephone directory can be
designated as private. When an extension number is private, the
number is not displayed on other users’ phones.
Tie trunks terminate at the attendant console, at station sets, in
hunt groups, or on night bells. They may also be arranged as dialin tie trunks or tandem trunks. Like CO trunks, tie trunks are
arranged in groups.
See Reminder.
Allows or denies access to specified routes, CO exchanges, and
directory numbers.
Lets you hear the tones provided by the system.
The system can detect and analyze call progress tones that
originate from the Central Office during the course of a trunk call.
Call progress and supervisory tones generated within the system
are programmed to meet the requirements of the telephone
authorities of the country in which the system is installed.
Provides traffic reports of system usage to allow better system
resource management.
Lets you move a call from one phone to another. Before completing
Station-To-Station Dialing
Suite Service
Swap
Switchhook Flash
System Access Authorization
System Alarm Indications
System Fail Transfer
T1/D4
Tag Call
TAPI Support
Tandem Trunking
Telephone Directory -Privacy
Option
Tie Trunk Support
Timed Reminder
Toll Control
Tone Demonstration
Tone Detection
Tone Plan Flexibility
Traffic Reporting
Transfer
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3300 ICP General Information Guide
Feature Name:
Transmission Tests
Trunk Access
Trunk Answer From Any
Station (TAFAS)
Trunk Busy-Out
Trunk Group Busy Status
Trunk Group Hunting
Trunk Labels
Trunk Select - Direct
Trunk Support
Uniform Numbering Plan
Universal Port Orientation
Voice Mail
Voice Mail Interfaces
Voice Mail Softkeys
XNET
Description:
a transfer, you can consult privately with the third party and swap
between private conversations with each party.
Let you perform milliwatt, balance, and 100 tests on a trunk.
Lets you directly access a specific trunk. No toll control or ARS
checking is done when you use Trunk Access. This feature is used
when a maintenance telephone is required
Lets you answer any call that rings a night bell. Once you answer
the call, you can use any of the features that are normally available
at that extension.
Lets you busy-out a specific trunk. When you perform a Trunk
Busy-Out, the trunk is busied out if it is idle; if the trunk is in use, it
is busied out as soon as it becomes idle. When you busy-out the
trunk, it cannot be accessed.
Enables attendants to query the status of trunk groups from the
attendant console.
Lets you search for trunk groups in either a terminal or circular
pattern. In a terminal hunt group, trunks are selected in a
predetermined order. In a circular hunt group, trunks are selected
in a distributed manner (the first free trunk after the last one used
becomes the new first choice).
May be assigned to individual trunks or groups of trunks. When a
trunk call appears at an attendant console, the trunk label and
trunk number are displayed.
Lets you access an outside trunk for the purposes of originating
and receiving external calls. Because the trunk is assigned to a line
appearance, you can access the trunk to make or answer calls
without trunk access codes.
The system supports most public network trunk types (both analog
and digital).
The system supports the use of a network Uniform Numbering Plan
that allows you to use the same digits to reach a station from any
location in the network.
All peripheral interface ports are identical. As a result, the system is
flexible and can accommodate various system configurations.
The system has its own integral voice mail system that supports up
to 750 mailboxes.
Most voice processing systems work in conjunction with the
system. The system provides the following voice processor
interfaces:
Voice Mail-Integrated
Voice Mail-Digital E&M Interface
Voice Mail-ONS Interface
Provides the user with a quick and convenient way to access voice
mail. Access to the system is provided through context-sensitive
softkeys on an IP telephone.
Proprietary switched MSDN/DPNSS networking over the PSTN.
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3300 ICP General Information Guide
Auto Attendant Features
Feature
Description
Open and Closed Greeting
A company greeting can be programmed to automatically
change from open business hours to closed or after hours.
A Company Greeting can be programmed for use over holidays
or shutdowns that will automatically expire after a specified
number of days.
Each port can use one of eight alternate greeting sets (Open,
Closed, or Temporary) to allow special greetings per port. This
feature is useful in multi-tenant configurations.
Each port can be assigned to answer calls on specific incoming
trunks and play a greeting based on the destination dialed – for
example, Sales, Shipping and Receiving, Customer Service.
This feature is also useful in multi-tenant-type applications where
the voice mail system services two or more businesses.)
In addition to supporting single-digit mailboxes (1 - 8), a mailbox
dial plan of 2, 3, 4, or 5-digits can be selected.
Also known as Name Dialing. Callers may access a mailbox
directory where they will be able to reach a mailbox owner by
dialing the person’s first or last name rather than their mailbox
number. The system can be configured for either first or last
name dialing (but not both at the same time).
Callers who are familiar with the system may enter their key pad
selections without waiting for the system prompts.
Callers may reach a live attendant at any time by dialing "0".
Detects an incoming fax tone and directs it to the fax
mailbox/extension.
Allows an operator to transfer an outside caller to a specified
mailbox where the caller will immediately hear the subscriber’s
personal greeting and will be prompted to leave a message.
Callers press # to bypass or interrupt the greeting and begin
recording a message.
Allows the user to dial any internal extension defined in the
system.
Allows a caller reaching the auto-attendant to leave a message
in a specific mailbox without transferring to the mailbox
extension and possibly speaking live with the subscriber.
Allows an outside caller to leave more than one voice mail
message per call, therefore saving on toll charges.
Allows the user to program the dial 0 extension to any internal
extension, for example, a personal or departmental secretary.
The administrator can override the system default ("0" for the
operator) with any valid phone number, including an external
number or even a long distance number. The administrator can
also override the system default on an extension by extension
basis, with any valid phone number.
Expire at a preset Time Greeting
Alternate Greetings
Play Greeting by Incoming Trunk
Assignment
Flexible Mailbox Numbering (Dial
Plan)
Directory
Caller Type-Ahead
Operator Revert
Fax Finder
Operator Transfer to a Mailbox
Transfer to Any Extension
Quick Message Feature
Multiple Message Capability
User Programmable Dial 0
Extension
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3300 ICP General Information Guide
Voice Mail Features
Feature
Description
Personal Greetings/Name
Subscriber name and a personal greeting can be recorded by each
mailbox user.
Informs subscribers when they access their mailbox how many new or
saved messages they have (if any).
A personal greeting set for a specific number of days (with automatic
expiration) can be recorded by each subscriber.
Access to subscriber mailboxes requires a password. Password length
system-wide can be from three to six digits. (Default is four digits.)
Callers have three chances to enter a valid password before they are
disconnected.
Played prior to beginning of each message, containing priority type,
date, and time (including caller identification for internal and external
calls). Mailboxes can be individually configured to play the envelope
only in response to a key press – i.e., at the request of the subscriber.
Unlimited message length with a 5 minute continuation prompt.
Minimum message length is two seconds
Messages may be saved by a subscriber. They will be automatically
purged from the system after 15 days (or as reprogrammed) or you
can specify that saved messages are never deleted. New messages
are never purged automatically. The saved messages are played in
last-in first played order
Allows immediate replay of a message, including message envelope
(timestamp, calling party information).
Allows immediate deletion of a message from the system. The
message cannot be subsequently restored; deletion is immediate and
permanent.
Allows immediate reply to a message received from another internal
mailbox subscriber.
Allows messages to be forwarded to other subscribers and distribution
lists with or without a pre-pended comment.
Allows subscribers to rewind, fast forward, or pause messages for
several seconds.
Allows subscribers while listening to a message to advance to the next
new message (if any). Each new message played is marked as
“saved.”
The message receives priority placement in the listener's mailbox.
The message cannot be forwarded to another subscriber's mailbox.
On internal calls, the sender will be notified when the recipient has
read the message.
Callers will have the ability to pause during recording, review, rerecord, and append to a message before sending it. A message can
also be cancelled prior to sending.
Subscribers can address messages to multiple recipients and hear the
recipient's name played back to confirm valid entry of mailbox
numbers.
Subscribers will have single-digit access to send a message to their
own mailbox, for future reminders and memo-type messaging.
Message Prologue
Temporary Greeting
Password Protected
Mailboxes
Message Envelope
Message Length
Saved Messages
Message Review
Message Erase
Message Reply
Message Forward
Message Rewind/Hold/Fast
Forward
Message Keep/Skip
Urgent Messages
Private Messages
Certified Messages
Message Record/Send
Actions
Message Addressing
Memo
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3300 ICP General Information Guide
Feature
Description
Message Notification
The subscriber will be notified that they have received a message by
the message light on their phone (MWI), and optionally by setting the
notification type to one of the following options, which will cause the
voice mail system to call:
-
the mailbox’s associated extension number, for analog phone
extensions or phones without a message light (prompts called party
to log into their mailbox).
-
an outside number (prompts called party to log into their mailbox).
-
a message pager (plays an audio message indicating messages are
waiting).
-
a tone-only pager (simply hangs up after a far connection is made).
-
-
around the clock, regardless of the business schedule.
-
only during open business hours.
-
only during closed business hours.
-
Outside Message
Notification Calls
Distribution List, Broadcast
Message
New mailbox Tutorial
Mailbox Types
a digital pager (plays DTMF digits corresponding to a system-wide
callback number along with the specific mailbox number).
Notification options may be changed by the system administrator. They
may also be modified by the mailbox owner if permission is granted by
the system administrator. In addition to the notification type, the phone
number and schedule are configurable. The schedule determines
whether paging occurs:
never (disabled until the schedule is changed to one of the three
previous schedule options).
Finally, a mailbox may be configured to do non-MWI notification only in
response to urgent messages (as opposed to all messages).
By default, a busy or no answer condition detected on a notification
call will result in two additional retries occurring at 15 minute intervals.
All notification results are posted to the system log file.
The administrator will configure a trunk access code for use in all
outside notification calls. The trunk access code will control the lines
to be used for notification.
Allows four system-wide and five (per mailbox) personal distribution
lists as well as a broadcast message facility to deliver a message to all
mailboxes. Individual subscribers can belong to any number of
distribution lists.
The system will guide the user through the steps required for initial
configuration of mailbox, including specification of a (non-default)
passcode and recording of a personal greeting and name.
The following mailbox types are available:
Extension - the auto-attendant will transfer a caller to the mailbox’s
associated extension. If the called party is busy or does not answer,
the caller will be prompted to leave a message in the mailbox. The
extension mailbox may be linked to other mailboxes for transfer only
(dual mailboxes). This permits the caller to transfer to other mailboxes
in the same department.
Message-Only - the auto-attendant will not attempt a transfer but will
immediately prompt the caller to leave a message in the mailbox.
Transfer-Only - the auto-attendant will transfer a caller to the
mailbox’s associated extension but will not take a message if the
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3300 ICP General Information Guide
Feature
Softkey Integration
Dual Mailboxes
Mailbox Administration via
OPS Manager
Description
called party is busy or does not answer.
Information-Only - the auto-attendant will only play the mailbox
greeting; no transfer or prompt to leave a message will occur.
Administrator - for accessing administrative functions such as
greetings recording.
Users with Mitel Networks telephones can press softkeys instead of
dialing codes to select Mitel Express Messenger menu options. For
example, to listen to message, a user can press the Play Message
softkey instead of dialing the digit 7.
A transfer-only mailbox can be linked to the same extension as an
existing extension-type mailbox. This enables, for example, a single
mailbox for a sales department and the sales manager.
Mailbox administration (adds, moves, changes) can be performed
using Mitel Networks OPS Manager, a standalone application that
works seamlessly with the 3300 ICP embedded system management.
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3300 ICP General Information Guide
Product Availability by Region
Asia Pacific
This table indicates the availability of products in the different countries of the Asia Pacific region.
Asia Pacific
Australia
New Zealand
3300 ICP Components
Y
Y
3300 Voice Mail
Y
Y
3300 Wireless
Y
Y
Digital Services Unit
N
Y
Peripheral Unit
N
Y
OPS Manager*
Y
Y
5700 Voice First Applications
Y
Y
5810 PDA Application
Y
Y
6110 Contact Center Management
Y
Y
6115 Interactive Contact Center
Y
Y
6120 Contact Center Scheduling
Y
Y
6150 Multimedia Contact Center
Y
Y
6160 Intelligent Queue
Y
Y
6200 Cost Management
Y
Y
6300 Call Recording
Y
Y
6500/6510 Unified Communications
Y
Y
6600 Your Assistant
Y
Y
Manual Maker*
Y
Y
Applications
* Note: This application is supported but the interface is in English only.
Peripherals
5001 IP Phone
Y
Y
5005 IP Phone
Y
Y
5010 IP Phone
Y
Y
5020 IP Phone
Y
Y
5140 IP Appliance
Y
Y
5303 Conference Phone
N
N
5305 IP Office Conference Unit
Y
Y
5310 IP Board Room
Conference Unit
5201 IP Phone
Y
Y
Y
Y
5205 IP Phone
Y
Y
5215 IP Phone
Y
Y
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3300 ICP General Information Guide
Asia Pacific
Australia
New Zealand
5220 IP Phone
Y
Y
5230 IP Appliance
Y
Y
5240 IP Appliance
Y
Y
Symbol MiNET Wireless Phone**
Y
Y
SUPERSET 4001
N
Y
SUPERSET 4015
N
Y
SUPERSET 4025
N
Y
SUPERSET 4150
N
Y
**Note: Symbol devices support an English interface only.
Consoles
SUPERCONSOLE 1000
N
Y
5550 IP Console
Y
Y
Accessories
5410 PKM
Y
Y
5415 PKM
Y
Y
5412 PKM
Y
Y
5448 PKM
Y
Y
5424 IrDA Module
Y
Y
5485 IP Paging Unit
Y
Y
3300 Power Dongle
Y
Y
PowerDsine 24PT In-line Power Unit
Y
Y
IrDA Module
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3300 ICP General Information Guide
EMEA Region
This table indicates the availability of products in the different countries of the EMEA region.
EMEA Region
UK
Spain
Portugal
3300 ICP
Components
Y
Y
Y
Y
3300 Voice Mail
Y
Y
Y
3300 Wireless
Y
Y
Digital Services
Unit
Peripheral Unit
Y
Applications
OPS Manager*
5700 Voice First
Applications
5810 PDA
Application
6110 Contact
Center
Management
6115 Interactive
Contact Center
6120 Contact
Center
Scheduling
6150 Multimedia
Contact Center
6160 Intelligent
Queue
6200 Cost
Management
6300 Call
Recording
6500/6510
Unified
Communications
6600 Your
Assistant
9100 Call Center
Commander
Manual Maker*
Netherlands Ital
y
Germany
France
UAE
South
Africa
Y
Y
Y
Y
Y (no
Univer
sal
ASU)
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
N
N
Y
Y
Y
N
Y
Y
Y
N
N
Y
Y
Y
N
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
N
N
N
N
N
N
N
N
N
N
N
Y
N
N
Y
Y
N
N
N
N
Y
N
N
N
N
N
N
N
N
Y
N
N
N
N
N
N
N
N
Y
N
N
N
N
N
N
N
N
Y
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
Y
N
N
N
N
N
N
N
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
N
N
N
N
N
N
N
N
Y
N
N
N
N
N
N
N
N
* Note: This application is supported but the interface is in English only.
Peripherals
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3300 ICP General Information Guide
EMEA Region
UK
Spain
Portugal
Netherlands Ital
y
Germany
France
UAE
South
Africa
5001 IP Phone
Y
Y
Y
Y
5005 IP Phone
Y
Y
Y
Y
Y
Y
Y
Y
5010 IP Phone
Y
Y
Y
Y
Y
Y
Y
Y
5020 IP Phone
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
5140 IP
Appliance
5303 Conference
Phone
5305 IP Office
Conference Unit
5310 IP Board
Room
Conference Unit
5201 IP Phone
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
N
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
5205 IP Phone
Y
Y
Y
Y
Y
Y
Y
Y
Y
5215 IP Phone
Y
Y
Y
Y
Y
Y
Y
Y
Y
5220 IP Phone
Y
Y
Y
Y
Y
Y
Y
Y
Y
5230 IP
Appliance
5240 IP
Appliance
Symbol MiNET
Wireless Phone**
SUPERSET 4001
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
N
N
Y
Y
Y
N
Y
Y
SUPERSET 4015
Y
N
N
Y
Y
Y
N
Y
Y
SUPERSET 4025
Y
N
N
Y
Y
Y
N
Y
Y
SUPERSET 4150
Y
N
N
Y
Y
Y
N
Y
Y
**Note: Symbol devices support an English interface only.
Consoles
SUPERCONSOL
E 1000
5550 IP Console
Y
N
N
Y
Y
Y
N
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y***
Y
*** Note: This application is not available in Arabic
Accessories
5410 PKM
Y
Y
Y
Y
Y
Y
Y
Y
Y
5415 PKM
Y
Y
Y
Y
Y
Y
Y
Y
Y
5423 IrDA
Module
5412 PKM
N
N
N
N
N
N
N
N
N
Y
Y
Y
Y
Y
Y
Y
Y
Y
5448 PKM
Y
Y
Y
Y
Y
Y
Y
Y
Y
5424 IrDA
N
N
N
N
N
N
N
N
N
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3300 ICP General Information Guide
EMEA Region
Module
5485 IP Paging
Unit
3300 Power
Dongle
UK
Spain
Portugal
Netherlands Ital
y
N
N
N
N
Y
Y
Y
Y
Germany
France
UAE
South
Africa
N
N
N
N
N
Y
Y
Y
Y
Y
Latin America Region
This table is a list of products available in Latin America. It does not necessarily denote that the
product has completed regulatory approvals.
Latin America
Argentina
Brazil
Chile
Mexico
3300 ICP Components
Y
Y
Y
Y
3300 Voice Mail
Y
Y
Y
Y
3300 Wireless
Y
Y
Y
Y
Digital Services Unit*
N
N
N
N
Peripheral Unit*
Y
Y
Y
Y
Note: These components are supported from a migration perspective.
Applications
OPS Manager*
Y
Y
Y
Y
5700 Voice First Applications
Y
Y
Y
Y
5810 PDA Application
N
N
N
N
6110 Contact Center Management
Y
Y
Y
Y
6115 Interactive Contact Center
Y
Y
Y
Y
6120 Contact Center Scheduling
Y
Y
Y
Y
6150 Multimedia Contact Center
Y
Y
Y
Y
6160 Intelligent Queue
Y
Y
Y
Y
6200 Cost Management
Y
Y
Y
Y
6300 Call Recording
Y
Y
Y
Y
6500 Unified Communications
(attendant only)
6600 Your Assistant
Y
Y
Y
Y
Y
Y
Y
Y
Manual Maker*
Y
Y
Y
Y
* Note: This application is supported but the interface is in English only.
Peripherals
5001 IP Phone
Y
Y
Y
Y
5005 IP Phone
Y
Y
Y
Y
5010 IP Phone
Y
Y
Y
Y
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3300 ICP General Information Guide
Latin America
Argentina
Brazil
Chile
Mexico
5020 IP Phone
Y
Y
Y
Y
5140 IP Appliance
Y
Y
Y
Y
5303 Conference Phone
Y
Y
Y
Y
5305 IP Office Conference Unit
Y
Y
Y
Y
5310 IP Board Room
Conference Unit
5201 IP Phone
Y
Y
Y
Y
Y
Y
Y
Y
5205 IP Phone
Y
Y
Y
Y
5215 IP Phone
Y
Y
Y
Y
5220 IP Phone
Y
Y
Y
Y
5230 IP Appliance
??
5240 IP Appliance
Y
Y
Y
Y
Symbol MiNET Wireless Phone**
Y
Y
Y
Y
SUPERSET 4001
Y
Y
Y
Y
SUPERSET 4015
Y
Y
Y
Y
SUPERSET 4025
Y
Y
Y
Y
SUPERSET 4150
Y
Y
Y
Y
**Note: Symbol devices support an English interface only.
Consoles
SUPERCONSOLE 1000
Y
Y
Y
Y
5550 IP Console
Y
Y
Y
Y
5410 PKM
Y
Y
Y
Y
5415 PKM
Y
Y
Y
Y
IrDA Module
Y
Y
Y
Y
5412 PKM
Y
Y
Y
Y
5448 PKM
Y
Y
Y
Y
5424 IrDA Module
Y
Y
Y
Y
5485 IP Paging Unit
Y
Y
Y
Y
3300 Power Dongle
Y
Y
Y
Y
Accessories
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3300 ICP General Information Guide
Solutions
Overview
In this section, examples of customer requirements illustrate 3300 ICP and Mitel Networks
applications solutions for examples for the following three scenarios:
•
Stand-alone site
•
Multiple system site
•
Installed base
Stand-alone Site
The Customer
Really Good Autoparts (RGA) manufactures auto parts for a Big Three car manufacturer in Detroit.
Since being bought out a year and a half ago, RGA has become a dynamic company that is known
for its high quality and excellent turnaround time. RGA runs an integrated facility with manufacturing,
marketing, and sales located in the same building.
The Problem
As with any large manufacturing operation, efficiency and cost containment are essential to RGA’s
continuing success. As a result, RGA management is concerned by several communications
problems the company is experiencing. First, sales people are having difficulty prioritizing the volume
of voice messages that they are receive resulting in customer complaints about response time.
Second, troubleshooting the production lines is becoming more expensive as volume and complexity
increase. Third, customer service is having trouble keeping up with orders and support calls to satisfy
the demands of this RGA's growing business.
The Solution
Management teams with a Mitel Networks VAR to evaluate and implement an integrated
communications solution that will meet current and future needs.. The foundation of the solution is the
Mitel Networks 3300 Integrated Communications Platform (ICP). Employing leading-edge Voice-overIP (VoIP) technology and supporting both traditional and innovative call features and applications, the
3300 ICP provides voice communications systems that are equal or superior to today's best PBXs.
Adaptable and secure the 3300 ICP exemplifies the reliability upon which Mitel Networks has built its
reputation for almost 30 years.
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3300 ICP General Information Guide
As part of the its 3300 ICP solution, RGA selects the Mitel Networks 6500 Unified Communications to
enable the sales team to ensure customer satisfaction by efficiently managing voice, email, and fax
messages. With a single message store, the 6500 Unified Messaging combines voice mail, email,
and faxes in one inbox, which users can navigate with natural speech commands. This ability
provides users with the flexibility to manage messages by sender, date, or type; forward or reply to
the messages with voice; or to simply return a call without having to look up the number. To further
enhance productivity, users can check the calendar, make appointments and meeting requests, and
create tasks through the voice user interface. Managing messages in this way while on the road or in
the office affords RGA’a sales team the advantage of conducting business anywhere, anytime.
Next, to facilitate and cut costs of troubleshooting assembly lines and desktops, RGA decides to
provide in-building mobility to its technicians. The 3300 ICP provides full communications mobility by
supporting Symbol Spectrum24 and NetVision, to make and receive calls from anywhere in their
facility to consult with colleagues about a problem as they are working to resolve it. This mobility
ensures efficient problem resolution and helps RGA spend less on technician hours. Moreover,
because the system is IP based, technicians can easily check the trouble ticket database to ensure
that the next ticket they solve is a high priority; thus, their time is spent primarily on problems with the
highest business impact.
RGA benefits from the integrated ACD functionality of the 3300 ICP, combined with the Mitel
Networks 6100 Contact Center Solutions (CCS) applications, which provides management with the
tools to efficiently manage their contact center and solve their customer service difficulties. The Mitel
Networks 6110 Contact Center Management (CCM) application keeps managers abreast of issues
affecting service in real time. In conjunction with the 6110 CCM, the Mitel Networks 6115 Interactive
Contact Center application is the perfect solution to manage RGA’s multiple queues and erratic call
volumes. Through a Web browser, supervisors can remove ACD queues from service in times of low
call volume, and return them to service when inbound call volume increases. Using the Mitel
Networks 6120 Contact Center Scheduling solution, management can create customized schedules
for agents to ensure that the right amount of staff maintains their required service levels.
Because of its modular design, the 3300 ICP can keep up with RGA as their business grows by
clustering 3300 ICP controllers to support thousands of local and/or remote users.
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3300 ICP General Information Guide
Multiple Site
The Customer
Excellent Advertising (EA) is a Park Avenue advertising firm with a reputation for innovative,
advertising campaigns. In addition to its head office in New York, the company has a large branch
office in San Francisco that takes care of its West Coast business. The nature of the advertising
business requires that large files be transferred between EA’s East and West Coast offices. A robust
corporate WAN has been put in place to support this need.
The Problem
Excellent Advertising (EA) is concerned that its business and costs are out of control: the company’s
long-distance bills are spiraling upwards, and the management of two independent PBXs is becoming
increasingly difficult; employees are complaining about wasting time dialing network access codes to
call their colleagues on the other side of the country; and on the road, the sales team can’t keep up
with messages left by clients. As a result, the managing partners have decided that their legacy
telecommunications equipment is restricting their success. They decide it’s time for a change.
The Solution
EA’s communications service provider recommends a solution built around the Mitel Networks 3300
ICP. The 3300 ICP supports flexible networking and natural- speech recognition technology, both of
which deliver tangible business advantages.
EA’s solution begins with installing two 3300 ICPs, one in the New York headquarters and one in the
San Francisco branch office. The two 3300 ICPs are connected through the integrated IP Networking
feature of the 3300 ICP, thus leveraging the corporate WAN. By sending voice traffic over the
corporate WAN, EA realizes significant long distance savings
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3300 ICP General Information Guide
Since the full suite of MSDN features is available over IP networking, EA is able to implement a fourdigit dialing plan that allows simple and efficient cross-country calling. In addition, the company is
able to take advantage of other MSDN features like calling line ID, callback, and call pickup.
Since the 3300 ICP supports all of Mitel Networks’ legacy features, ARS is used to route network
calls over the PSTN as a backup in the event of congestion on the corporate WAN.
OPS Manager is installed in EA’s New York headquarters to manage the network. OPS Manager
helps reduce operating costs by simplifying day-to-day system administration and network
maintenance tasks such as moves/adds/changes, directory management, alarms management,
database backups, remote maintenance, and more. With OPS Manager, EA management has
centralized control over all elements of the company’s communications system, anytime, anywhere.
Mitel Networks 6500 Unified Messaging lets users selectively navigate their unified inbox using
natural voice commands. Sales staff calling in to the unified messaging system can reply to, forward,
and return calls and messages from any location. This flexibility allows EA sales staff to immediately
reply to an urgent message from a valued client instead of having to answer all messages in the order
that they are recorded. The ability to prioritize calls with 6500 Unified Messaging results in superior
customer service and client satisfaction.
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3300 ICP General Information Guide
Installed Base Migration
The Customer
Really Good Real Estate (RGRE) is a Toronto- based company that provides commercial real estate
management and leasing. The business has seen steady growth in the past five years, and now
management has decided to expand to Europe.
The Problem
Initially, RGRE will open an office in London. Management is concerned that they may have trouble
managing the costs of their telecommunications infrastructure. Since most of their experienced staff
will remain in Canada, they expect a high volume of overseas calls. RGRE owns a Mitel Networks
SX-2000 and wants to ensure a continuing return on their investment in this system as the company
expands.
The Solution
Central to RGRE’s solution is the Mitel Networks 3300 ICP. The new switch in London will be a 3300
ICP with integrated voice mail. This system will provide high-quality voice communications and
advanced, integrated applications that scale as needed. Since the 3300 ICP is a VoIP system, RGRE
will save money wiring their new office in London—only one set of wiring needs to be installed for
both the voice and data network.
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3300 ICP General Information Guide
In order to save on costly PSTN long-distance charges, RGRE’s service provider decides to route all
long-distance traffic over the corporate WAN, something which is easily accommodated by the 3300
ICP’s integrated IP Networking feature. In the Toronto office, RGRE installs a 3300 ICP, which will be
connected to the 3300 ICP in London via IP Networking. In addition to realizing significant cost
savings with this setup, RGRE will be able to take advantage of MSDN features across the network.
Due to the flexibility of the 3300 ICP, SX-2000 peripherals are supported on the new platform. The
peripherals on the SX-2000 in Toronto will migrate and be connected to the 3300 ICP. These
peripherals will continue to support time division multiplexing (TDM) phones, providing investment
protection for the existing equipment. As RGRE’s business grows, new IP phones can be installed on
the 3300 ICP.
OPS Manager will be installed in Toronto to centrally manage the network. OPS Manager helps
reduce operating costs by simplifying day-to-day system administration and network maintenance
tasks such as station set moves/adds/changes, directory management, alarms management,
database backups, remote maintenance and more. RGRE managers will have centralized control
over all system elements, anytime, anywhere.
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Disclaimer
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.
Trademarks
MiTAI, HOST COMMAND INTERFACE (HCI), TALK TO, ANSWER PLUS, Speak@Ease are
trademarks of Mitel Networks Corporation.
Mitel Networks is a trademarks of Mitel Networks Corporation.
Windows and Microsoft are trademarks of Microsoft Corporation.
Java is a trademark of Sun Microsystems Incorporated.
Adobe Acrobat Reader is a registered trademark of Adobe Systems Incorporated.
NetVision and Spectrum24 are trademarks of Symbol Technologies.
Other product names mentioned in this document may be trademarks of their respective companies
and are hereby acknowledged.
Copyright
®, TM Trademark of MITEL Networks Corporation
©Copyright 2002, MITEL Networks Corporation
All rights reserved
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Index
3300 ICP Components and Peripherals............................................................................................13
ACD.......................................................................................................................................................82
Alarms ..................................................................................................................................................11
Analog ..............................................................................................................................3, 7, 14, 36, 75
Analog Services Units ......................................................................................................................3, 7
Applications.............................................................................................................................16, 17, 35
Applications Interfaces ......................................................................................................................16
Attendant Console Specifications.....................................................................................................80
Authorized Maintenance Access.......................................................................................................12
BRI ........................................................................................................................... 5, 11, 14, 75, 77, 81
Circuit Indicators.................................................................................................................................11
Configuration Tool..............................................................................................................................11
Controller ...............................................................................................................................................3
Desktop User Tool ..............................................................................................................................11
Dimensions and Weights ......................................................................................................................14
Disclaimer ..........................................................................................................................................109
DS1 .......................................................................................................................................................75
E1..........................................................................................................................................................75
Features ...........................................................................................................................................3, 82
Features of the 3300 ICP ..................................................................................................................82
Physical System Features................................................................................................................3
Group Administration Tool ................................................................................................................11
IMAT .....................................................................................................................................................11
IP.......................................................................................................................................................2, 36
ISDN......................................................................................................................................................77
ISDN Connectivity ...........................................................................................................................77
ISDN Primary Rate Interface ..........................................................................................................77
ISDN Support...................................................................................................................................77
LAN/WAN .............................................................................................................................................81
3300 ICP as a Backup WAN ...........................................................................................................81
Network Guidelines.........................................................................................................................81
Lines.....................................................................................................................................................75
Links.....................................................................................................................................................75
Maintenance ........................................................................................................................................11
Alarms ..............................................................................................................................................11
Circuit Indicators.............................................................................................................................11
System Management Tools............................................................................................................11
Manual Maker ......................................................................................................................................35
MiTAI ....................................................................................................................................................16
Network ..................................................................................................................... 1, 2, 75, 78, 79, 81
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ISDN ................................................................................................................................................. 77
Trunks........................................................................................................................................ 75, 79
Network Guidelines ............................................................................................................................ 81
Network Services Unit.......................................................................................................................... 5
NSU ........................................................................................................................................................ 5
Overview................................................................................................................................................ 1
Peripherals .......................................................................................................................................... 36
Physical System Features ................................................................................................................... 3
PKM................................................................................................................................................ 36, 82
PRI.................................................................................................................................. 5, 11, 75, 77, 81
Programmable Key Module ......................................................................................................... 36, 82
PSTN .............................................................................................................................................. 75, 78
R2 ......................................................................................................................................................... 78
Security................................................................................................................................................ 12
Authorized Maintenance Access .................................................................................................. 12
Toll Control...................................................................................................................................... 12
System Administration Tool.............................................................................................................. 11
System Architecture............................................................................................................................. 2
System Management Tools ............................................................................................................... 11
TAPI...................................................................................................................................................... 16
Tone ..................................................................................................................................................... 15
Traffic and Performance ....................................................................................................................... 79
Trunks............................................................................................................................................ 75, 79
User Guides ........................................................................................................................................ 35
Guides.............................................................................................................................................. 35
Tools ................................................................................................................................................ 11
Voice .................................................................................................................................................... 17
Voice Mail ........................................................................................................................................ 17
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