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Frequently Asked Questions

We've compiled a list of Frequently Asked Questions and grouped them by category to make it easy for you to find the answer you need.


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Technical Support

Phones
Q: What is the difference between a non-INL telephone and an INL telephone?
A: Non-inline phones provide all the basic functionality and benefits of the other Meridian sets. These phones require a power board and transformer when adding an add-on module. Inline power phones have an enhanced display and built in power board. You no longer need to purchase a power board or transformer if you require an add-on module or display.
Q: My Meridian 1 or Norstar phone used to work, but now has a problem. What should I do?
A: Switch the bad phone with another one in your office of the same type. (Make sure to include base cord that goes from wall jack to phone when changing.) If new phone works ok, then try changing base cord, handset and coil (cord that connects handset to phone) with bad phone to try and make good phone fail. If it does fail, replace the appropriate component.
Q: My M2XXX or M3XXX was unplugged when I came in this morning, so I plugged it in, but now it's dead. Why?
A: The PBX system runs a routine daily (usually overnight) that checks each digital phone. If it doesn't see a phone hooked up, it disables the port. You can either wait until it runs the next routine, or call your service person that can log into your system and re-enable your port.
Q: A key on my Norstar phone stopped working. Why?
A: Chances are you had a power outage or spike that caused the phone system to default, or someone made a programming change on your phone. Press feature button and then * and 0 key on your touch-tone pad. Then press button that is not functioning. The display will show what the system has programmed on that button. This probably will not match what you're trying to use it for, so you will need to have someone re-program it. Check with your manager to see who does the programming for your system.
Q: I can't see the display on my Norstar phone. What should I do?
A: Press feature button and then * and 7 on your touch-tone pad. Then press 1,2,3,4 on your touch-tone pad to change the display contrast. Then press the Rls button. (Note: some phones can use 5,6,7,8 and 9 on the touch-tone pad also to change the contrast)
Q: I can't hear the ring on my Norstar or M2XXX phone. What should I do?
A: Have someone call your phone, and while it's ringing, press the volume up bar under the touch-tone pad. This should increase the volume on the phone.
Q: I just installed my 22-button to my M2616 phone but can't get any of the keys to show up in programming. Why?
A: You need to change the prompt AOM in LD-11 from 0 to 1 for your phone. Then key 16-37 will show up for programming.
Q: I just added a 48-button KLM to my M7324 phone but it doesn't work. Why?
A: Make sure you plug the base cord from the phone into the KLM and then the base cord from the KLM into the wall where you had your M7324 phone plugged in. When you first plug it in, the lights on the KLM should flash slowly along with the lights on the M7324. If the M7324 lights flash, but the KLM lights do not, check that a 24 vdc saps power transformer was hooked to the black/yellow wires of your jack.
Q: I just upgraded my phone from an M2XXX or M3XXX to a M2XXX or M3XXX. I can get dial tone on key 0, but none of the other keys function. Why?
A: The port needs to be re-programmed in LD-11 at the TYPE prompt to match the new phone that you installed.
Q: I programmed key 6 on my M2008 HF phone as a call forward, or some other key, but can't get it to work. Why?
A: Key 6 on the M2008HF phone is automatically the handsfree/mute key and will not allow any other function.
Q: Can I get caller ID info on an analog phone in my Meridian 1 PBX?
A: Yes. You need to be running release 23 or later software and use an NT5D60 card. You also need an analog port, and a phone capable of caller ID.
Q: What does In-line power on a Meridian 1 phone do?
A: This enables the display on a M2008 phone to work with out external power, and also allows an M2616 phone to use a 22-button add-on module without external power. (Note: If you add a data adapter to any phone, it always requires a power supply and a power board.)
Q: What button can I program, as a user, on my Norstar phone?
A: All, except line, intercom, answer, or handsfree/mute. To program a feature onto a button: press feature button and * and 3 on your touch-tone pad. Press the button you want to program. Press the feature button and enter the feature code you want to program. (Note: A partial list of feature codes should be listed on the index card under the handset on your phone.) To program an external auto-dial button use feature * 1 instead of feature * 3 above, for internal auto-dial button programming use feature * 2.
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Voice Mail
Q: How do I hook a Startalk, Flashtalk, or Norstar voice mail into the system?
A: The voice mail will have modular jacks in it similar to a wall jack. These need to be connected via a base cord to any free station ports on your system, then power up the unit.
Q: My Norstar Startalk, Flashtalk, or voice mail says my mailbox is not accepting any more messages. I deleted all my messages, but callers still cannot leave a message. Why?
A: Check with your voice mail administrator. Chances are another Mailbox on the system used up all the message storage space. Usually it's the general delivery mailbox that hasn't been checked for messages on a regular basis.
Q: My Norstar display shows "Message for you." I've checked my voice mail several times, but have no messages. Why?
A: Someone probably turned on the internal message indicator for your phone by accident. You can press the feature button and then 6 and 5 on your touch-tone pad to see who left you the message, or just press the feature button and then # and 1 on your touch-tone pad to cancel the message.
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Systems
Q: Where do I hook music into my CICS or MICS system?
A: On the CICS, use the violet/green pair of the trunk amphenol connector- on the MICS use the yellow/orange pair of the 2nd station amphenol connector.
Q: Lines 1-4 on the MICS work fine, but I can't get the lines on the 2nd LS/DS trunk cartridge to work. Why?
A: You need to use lines 25-28 in programming for the 2nd LS/DS card slot in the Main KSU. Lines 1-24 are dedicated to the 1st card slot in case T-1 is used, therefore the starting line for programming the card slot is line 25.
Q: Does my Norstar System support T-1 with PRI?
A: Yes, if you have an MICS system. But you also require a keycode to enable the PRI function.
Q: Can I hook up a standard phone to my Norstar system?
A: Yes, but you need to use an ATA that will plug into a station port on your system. Your standard phone then plugs into the ATA.
Q: Can I use an "old style" IPE shelf on my Meridian 1 system?
Why would I need a "new style" shelf?
A: The "old style" shelf only cables out 16 ports per card slot which will run most of Nortel's current cards. If you are using a card that has 24 ports, you will need a "new style" shelf that cables out 24 ports per card slot.
Q: Can I use ground start lines on a Norstar System?
A: No. The Norstar system is only compatible with loop start lines.
Q: Can I get CDR output from my Norstar system?
A: Yes. By adding an optional NT8B95 SMDR unit. The unit hooks up to a station port, and gives line-by-line output of call records through its 9 pin serial connector. This can be hooked to a PC or some other data collection device to make use of the information.
Q: Does the Norstar system hold it's programming through a power outage?
A: Yes, a battery backup is supplied on all Norstars that will hold programming info through a power outage up to 3 days, provided the unit has been plugged in for 3 days or more to charge. (Note: The software cartridge, which contains the battery backup, only has life span of about 5 years. So if your system has been installed longer than that, you might want to think about replacing the software cartridge.)
Q: How many expansion cabinets can be added to an Option 11 Meridian 1 system?
A: For an Option 11 (NTAK01 CPU card) you can add 1 expansion cabinet. For an Option 11E (NTBK45 CPU card) you can add 2 fiber expansion cabinets, for an Option 11C (NTDK20 CPU card) you can add 2 fiber expansion cabinets, but if you are running release 24 or higher software, you can add 4 fiber expansion cabinets.
Q: How do I use DID analog or T-1 trunks to call directly to a phone on the Norstar system?
A: You need to program a target line on each phone that you want a DID call to go to. The target line is a dummy line number in the Norstar numbering scheme. Then you program the DID digits the central office is going to send you in the received number field for each target line. (Note: Don't forget to set the received number length under your system data to match the expected number of digits from the central office.)
Q: I can't log in on my Option X system terminal and am sure my password is correct. I keep getting OVL400 output. Why?
A: Either the parameters for the terminal you are using are set incorrectly, or someone has tried to log in on that terminal with an invalid password and exceeded the logon attempts threshold. You will have to verify terminal setup and/or wait until the lockout timer has expired and try again. The lockout timer can be set anywhere from 0-270 minutes.
Q: Can I hook an external ringer or bell to the auxiliary ringer hook up on my Norstar KSU?
A: No. This is only a set of contacts meant to control a relay unit that in turn controls a bell ringer.
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Software
Q: How can I tell what release of software I'm running on my Meridian 1 PBX?
A: If you know how to log into your system terminal, you can go to LD-22 and at the REQ prompt, type in "ISS". This will output the release info for the system. Otherwise, you can look at a spare copy of your system diskettes, or pull the one from the system drive to check it and then put it back in. Both types of diskettes will have release info printed on them.
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Cards
Q: Can I use my computer's modem on my Meridian 1 PBX?
A: Yes. You will need to have a jack set up with an analog port hooked to either an NT8D03 or NT8D09 card in the PBX. Make sure when programming in LD-10 to make CLS-WTD to stop the warning tone of a 2nd call from interrupting your modems communication.
Q: What card do I need to add to my Meridian 1 PBX to hook up more outside lines?
A: You need the NT8D14 card to hookup any type of analog line except E&M tie-lines. They require the NT8D15 card.
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Tip & Ring

Meridian Business Set (MBSII) solutions equipment
Q: Do the MBSII sets require multiple line cards in the central office?
A: Although the sets have multi-line capability, they require only one line card.
Q: What central office switching systems are compatible with the MBSII sets?
A: With a 70%+ digital Centrex market share, Nortel's DMS-100 family of switches is the driving force behind the sets.
Q: Will they work behind the Meridian SL-100?
A: Indeed! The MBSII set is a versatile terminal.
Q: Are the user guides available in other languages?
A: They are available in English, Spanish and French.
Q: Do the MBSII sets offer the convenience of on-hook dialing?
A: Absolutely! Each set provides on-hook monitoring of calls while dialing, on hold, etc.
Q: Is 2-way speakerphone capability available?
A: The M5316 provides excellent quality, third generation, and full duplex technology.
Q: What is the loop length recommendation (distance from the Central Office to the customer premises)?
A: Roughly 3 miles.
Q: Does the red triangle in the upper right hand corner of the MBSII set provide visual voice mail indication?
A: The red triangle is a visual ringing indicator. Voice mail indication is through the black diamond appearance next to your message key.
Q: So if my ringer volume is turned completely down, can I still tell when I'm receiving an incoming call?
A: Yes. With the exception of the M5008, you can still catch that important phone call even with the ringer turned all the way down.
Q: Can I use a headset with all the MBSII sets?
A: Although you can use a headset with any of the MBSII sets, the M5216 was especially designed with a headset jack built right in. It is perfect for high volume, call handling attendant applications or in customer service Automatic Call Distribution (ACD) environments. The other sets require an adapter to accommodate a headset.
Q: My customer is interested in branding the MBSII sets with company logos. Can Nortel customize that market requirement?
A: Without a doubt! MBSII sets can be customized with brand/logo inserts.
Q: Do customers have a choice in colors?
A: The MBSII sets are available in ash, black, or gray.
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Automatic Call Distribution (ACD)
Q: What is ACD?
A: The basic concept behind Automatic Call Distribution is as simple as the lineup at your local bank branch. In the bank, rather than wait at individual teller positions for varying lengths of time, customers form a single queue. As soon as a teller becomes available, the person at the head of the line moves forward to be served. Similarly, Basic ACD processes telephone calls on a first come, first served basis. The system answers each call immediately and, if necessary, holds it in a queue until it can be directed to the next available call center agent. When an agent becomes free, he or she services the first caller in the queue.
Meridian 1 ACD does far more than simply process calls in sequence. A system can offer different kinds of treatment to different callers. People calling long distance, for example, can be given priority handling. Or customers placing orders can be distinguished from those seeking technical support.
However your system is configured, the ultimate goal is to serve every caller quickly and efficiently in order to meet customer service expectations. Those who do wait in a queue can be reassured with recorded announcements and/or music, and thresholds can be programmed into the system to minimize delays and divert calls to alternative queues to ensure that no one waits too long.
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Internet Call Waiting
Q: What is Nortel Networks Internet Call Waiting?
A: It is an internet telephony application that allows Internet users to be notified of incoming phone calls while they are online, and it also gives control over the handling of the call.
Q: What do you sell?
A: Nortel sells a turnkey Internet Call Waiting product that is composed of a highly reliable industrial grade server and application software.
Q: Who is a customer for this product? What is the channel to market?
A: ICW can be implemented either by Telcos or Internet service providers (ISPs). The end user will buy the service from a provider.
Q: With ICW, does the customer lose their Internet connection in order to accept a call?
A: The user has an option to accept the incoming call via VoIP, which will allow the user to maintain the Internet connection, or via a regular phone which will terminate the Internet session.
Q: How does ICW work?
A: When the user is connected to the Internet, her incoming voice calls are redirected to the ICW server. The server extracts the caller and subscriber information from the call-signaling message and generates a pop-up window via the Internet to the subscriber's PC. The pop-up window offers the subscriber a number of options such as take the call, route to voice mail, or play a message.
Q: What server platform is used?
A: A high-reliability industrial-grade Windows NT server.
Q: What standards does ICW support?
A: Wherever feasible, we comply with industry standards. The platform has been certified by UL, FCC Class A/B, and CE. SNMP is used for OAM functions.
Q: How does the server communicate with the switch?
A: The server connects to the CO switch via a standard ISDN PRI interface.
Q: Can the system interface with non-DMS switches?
A: The system uses a standard ISDN PRI interface to the switch, which will allow inter-operability with other switch vendors.
Q: How does the system interface with the Internet?
A: The interface to the Internet is via a 10/100 Base-T Ethernet facility.
Q: What is the capacity of a server?
A: The server capacity depends upon the traffic characteristics of the end users. Our traffic studies have indicated that the current server capacity is in the range of 24,000 subscribers.
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Companion System
Q: How does Companion differ from cellular?
A: The Companion System provides wireless communications for users at walking speeds in buildings. Cellular is better suited for wide area needs or users in high-speed vehicles.
Other advantages offered by the Companion System include:
*no airtime charges
*excellent voice quality
*security, anti-fraud and privacy features
*full integration with phone system
*networking capabilities
*full-feature functionality
*long battery life
*simple deployment
*host billing system interface
Q: Does the Companion System require special environmental conditions?
A: The Controller and Base Stations operate in a normal office environment with a temperature range of 32-122 F.
Q: Will the Companion System cause, or be susceptible to radio interference?
A: Unlike ISM-band systems, the Companion System operates in a dedicated radio band, reducing the likelihood of interference from other radio systems. Also, since this system operates at very low power levels, it is unlikely that it will interfere with other electronics.
Q: What happens to the Companion System in a power failure?
A: If the Controller or Base Station connects to a battery back-up system, the Companion Wireless Communications System will continue to operate without interruption. Otherwise the system will maintain administrative programming integrity for at least 72 hours.
Q: What is the extent of a Companion System's coverage?
A: The Companion System provides coverage for up to 10 million sq. ft., depending on a building's physical characteristics. For instance, elevators, walls and other physical barriers will influence the extent of the coverage area. Radio coverage provided by a Base Station is 3-dimensional. Therefore, a Base Station on one floor may be able to provide some coverage for the floors above and below.
Q: What happens if a user moves out of the coverage area?
A: When a user reaches the outer limits of the coverage area while on a call, the Portable Telephone will beep and the quality of the conversation will diminish. Walking back into the coverage area remedies the problem. If a user continues to move out of range, the Companion System will drop the call and transfer the user to a preprogrammed number, such as the attendant. If a user attempts to place a call outside the range of a Base Station, the system will not be able to establish the call.
Q: Does using a Companion Portable lose any PBX or Centrex functions?
A: Most standard 2500-type features are available to Companion Portables but some, such as a visual message waiting indication and calling party name display, depend on the host system's ability to provide them.
Q: Will a Base Station provide coverage outdoors?
A: Companion Base Stations often provide outdoor coverage because radio waves can travel through windows and doors. In some situations, however, it may require a separate, optional, external antenna mounted to its casing with coaxial cable.
Q: How does the Companion System support more portables than channels?
A: The same principles of traffic engineering for PBX/key system trunks apply to radio channels. Ordinarily, all Portables are not in use at the same time nor at the same place. Also, the System reuses frequencies. Its ability to reuse frequencies means that the same channel may be used for conversations taking place on two different floors because the cells are separated by enough distance to prevent interference.
Q: Can outsiders access the system?
A: No. Only Portables registered on the system have access.
Q: How does the audio quality compare to that of a wired phone?
A: The Companion system is a fully digital wireless system that achieves near wire-line sound quality. Users are often surprised to discover that its sound quality is indistinguishable from that of a conventional desk phone.
Q: Is there a charge for airtime?
A: Users within the coverage area do not incur any additional costs.
Q: Are they hearing aid compatible?
A: Currently, they are designed for use with hearing aids via the over-the-head headset.
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CallPilot
Q: What is CallPilot?
A: CallPilot is a customer-developed unified messaging solution that brings together the core functionality of Meridian Mail voicemail with the ability to integrate email and fax to create a personalized, feature-rich messaging system. It makes use of leading-edge technology and standards such as advanced speech recognition and IMAP4 to solve real customer problems.
Q: What are its benefits?
A: The advanced capabilities translate into significant business benefits for end users. Starting with a complete voice messaging system, it can be easily enhanced to provide features including a single in-box for voice and fax messages. There are also three options for message management including touch-tone, speech recognition and PC access via popular email clients such as Microsoft Outlook and Lotus Notes. Simple voice commands can manage messages using the speech-activated user interface and voice. Fax and email messages can be managed from one convenient desktop interface, which leads to increased productivity. Additionally, it can be used with existing infrastructure and can save money by using VPIM networking technology to send voice messages over data networks and the Internet.
System Administrators will find it easy to manage and maintain. With Windows 95 graphical user interfaces for management, administration and reporting, this product takes advantage of client/server architecture to enable access to single or multiple systems without the hassle of being in the switch room or dialed in via modem. Application Builder also helps administrators build powerful messaging applications such as voice menus and fax-on-demand quickly and easily.
Q: What are some of the features?
A: Starting with the core call answering functionality of Meridian Mail, CallPilot adds Speech Activated Messaging (Speech Recognition), standards-based unified messaging that supports more email programs than any other commercially available product, including MAPI and IMAP4 Web clients, enhanced management interfaces including Application Builder to create voice processing applications, and Windows 95/98/NT administration and reporting for easier use.
Q: Who is the ideal customer for this product?
A: Customers who desire advanced applications such as Speech Activated Messaging or Unified Messaging, utilize multiple multimedia applications, and have large messaging networks with multiple messaging systems are in the best position to take advantage of the features.
Q: What is Speech Activated Messaging?
A: Speech Activated Messaging is the latest application of speech recognition technology. It enables management of voice and fax messages via telephone with speech commands instead of touch-tones. CallPilot changes the most commonly used touch-tone commands into intuitive speech activated commands: "play", "delete", "next message", "print", etc. This makes the user interface more intuitive and helps users to take full advantage of the features available to them including forward, reply and call sender.
Q: How does it differ from other messaging systems on the market today?
A: It incorporates standards to help reduce the total cost of ownership and enables customers to implement the features they need for their business. Standards such as VPIM (Voice Profile for Internet Mail), SNMP (Simple Network Management Protocol) and IMAP4 integrate seamlessly with our customers' existing communications network.
Unified messaging is now easy to implement. Adding fax or desktop users is as easy as enabling the mailbox, connecting to the LAN and adding the CallPilot Client software to the PC.
Q: Does it compete with or replace Meridian Mail?
A: It offers customers a choice of messaging systems. Meridian Mail is an excellent solution for customers whose messaging needs are voice only. CallPilot is ideal for customers who are seeking advanced multimedia capabilities within their messaging infrastructure.
Q: I am already using Meridian Mail. Can I just install CallPilot?
A: It can be installed on any Meridian PBX operating on X11 Release 23C. Customers have the option to bring the system on-line and move all their users at once, or have it run side by side with Meridian Mail to gradually move users to the new system. It is designed to integrate seamlessly into an existing Meridian Mail Network by offering both standards-based and proprietary networking options while keeping the same touch-tone user interface.
Q: What is the minimum release of Meridian Mail that will allow database migration to CallPilot?
A: Release 11 is the first one that supports direct database conversion to CallPilot. For customers not on release 11 or 12, CallPilot's AutoAdd feature enables you to do bulk loading directly from any tab or comma delimited ASCII file.
Q: Do I have to use a Meridian 1 to have CallPilot?
A: Initially yes, but we will be able to offer other PBX integration starting in 1999. In its initial release, CallPilot will work specifically with the Meridian 1 PBX operating on X11 Release 23C. Future connectivity options will include MSL-100, Norstar and other manufactures equipment.
Q: Why should a customer connect CallPilot to their existing data LAN?
A: It uses a connection to the data LAN to enable the delivery of voice and fax messages to multimedia computers via desktop messaging and administration of the CallPilot system from any computer on the corporate LAN. This connection can also be used to provide VPIM networking.
Q: Do users have to be on the same LAN as the CallPilot system?
A: No. Users do not have to be on the same LAN, but they must have TCP/IP connectivity via the WAN or Remote Access to the customer LAN or Virtual Private Network.
Q: What hardware and software options are available?
A: It was designed to offer our customers the ultimate flexibility both in hardware and software configuration. There are three hardware options available: the IPE, which offers up to 24 channels of messaging, and the Tower and the Rack, which support up to 96 channels of messaging.
The systems come standard with voice messaging. Customers then select the options that make sense for their business needs. Software options include fax messaging, desktop messaging, networking, and speech activated messaging. CallPilot's standards-based software enables customers to select the options their users need to communicate more effectively.
Q: What email packages does it work with?
A: It supports Microsoft Exchange, Outlook and Outlook Express, Lotus Notes, Eudora Pro and Netscape Messenger. CallPilot integrates at the client or desktop level by addressing industry standards such as MAPI and IMAP4.
Q: How are messages played and viewed with an email client?
A: It enables users to view the message header information in their familiar interface. To hear a voice message the user double-clicks on the message icon and indicates whether the message is delivered over the telephone or the TCP/IP connection to the PC. To view a fax, the user double-clicks on the message icon to invoke the Imaging for Windows application. The TIFF file is then downloaded from the Meridian Application Server and displayed on the desktop.
Q: How are messages retrieved remotely?
A: Through any telephone interface, users can access and manage their voice and fax messages through either speech-activated messaging or touch-tone commands. Users who have desktop messaging enabled and are connected to their network can use their PC to access and manage their voice, fax and email messages with desktop messaging.
Q: Can a user switch from a Speech Activated Messaging session to a DTMF session without logging off?
A: Yes. However, once they switch to DTMF they cannot switch back to Speech Activated Messaging. Also, all four MPU units required for a Speech Activated session will continue to be used.
Q: Will it network with other voice mail systems?
A: Yes. It utilizes the industry standards of AMIS and VPIM to integrate with other voice messaging systems. This allows connectivity to Norstar as well as other vendor voice mail systems.
Q: Does it work in a VPIM environment?
A: It is fully VPIM compliant, which allows it to digitally network with any VPIM Compliant messaging system including voice and fax messages.
Q: Does it support LDAP?
A: Yes. All of the unified messaging clients use LDAP (Lightweight Directory Access Protocol) to access the directory to look up users and create personal distribution lists.
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Internet Voice Button
Q: What is Nortel's Internet Voice Button?
A: It is a value-added web tool, available through Internet Service Providers, that allows a Web-browsing consumer to call a company directly from its Web site while keeping his or her Internet session active. In addition to communicating by voice in real-time, the business representative and consumer may push Web pages to each other and engage in text chat.
Q: How do my customers call me from my Web site?
A: They simply click on a Voice Button placed on your Web page and within seconds their call to your business is established.
Q: How does the service work?
A: A business incorporates a Voice Button link on its Web site that, when clicked, passes information about the customer to the Voice Button server operated by the Service Provider. First time users are presented with a simple configuration screen, where they indicate whether they'd like to use a regular phone, Internet phone or request delayed connection. The parameters entered become the default settings for future uses, whether on this site or any other that incorporates the technology. The user may update settings at any time.
The Voice Button server then establishes a call to the customer using the method selected in the configuration. When the customer answers this call, the server initiates a second call to the business. The business and customer are then connected.
Q: Are my customers using a phone when making their calls?
A: If your customer has two phone lines to provide telephone and modem connections, he may choose to establish the call via regular phone. Once Voice Button is clicked, the phone will ring within seconds. If only one phone line is available to provide both voice and Internet connections, your customer has two options:
Internet phone - Placing the call using VoIP requires the person to have a multimedia PC with headset (or speakers and mic) plus Internet phone software such as Microsoft NetMeeting.
"Call me in X minutes" - Modem users with a single phone line may specify when their call will be placed (within a few seconds to a few minutes) and disconnect their current Internet session enabling the call to be taken via phone.
Both the regular and Internet phone options allow the customer to maintain an Internet connection while speaking with the business.
Q: Do I, the business, have the choice of taking calls on our existing phone system or via computer using VoIP?
A: Voice Button currently allows for the business to take calls by phone only. This makes the service as seamless as possible to the business, requiring no new hardware or software. Just take calls as usual.
Q: How good is the quality of VoIP?
A: The sound quality of VoIP calls continues to improve rapidly with new technology. However, the overall voice quality depends upon many factors including the user's PC and network connection.
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Meridian HomeOffice II
Q: What is required on the PBX for Meridian HomeOffice II?
A: Meridian HomeOffice II requires an IPE module, digital trunking and support for Extended Digital Line Cards (XDLCs).
Q: What software release is required for the PBX?
A: Meridian HomeOffice II is compatible with Meridian 1 Release 17 and above and SL-100 BCS 32 and above.
Q: What are the PBX platforms for Meridian HomeOffice II?
A: Meridian HomeOffice II can be used with the following Meridian 1 or SL-100 PBXs:
*Meridian 1, Options 11C, 21E, 51C, 61C, 71C, and 81C
*SL-100, Options 111 and 211
*Older systems that have been upgraded with IPE modules
Q: What application(s) does Meridian HomeOffice II support?
A: Meridian HomeOffice II is designed for telecommuting, one of the three most common remote access applications (nomadic, telecommuting and LAN-to-LAN) in the enterprise space. Meridian HomeOffice II provides the following:
*Digital voice connectivity extended from the Meridian 1 PBX, with all features and functionality
*A LAN Ethernet connection into the corporate data network
Q: Can Meridian HomeOffice II place data network calls to multiple destinations?
A: Yes, Meridian HomeOffice II supports up to 32 user-specified locations, where each location is a distinct network. On the telephone network the Meridian HomeOffice II system is limited to on PBX connections per user.
Q: Can Meridian HomeOffice II place simultaneous data calls to different destinations?
A: Yes, but only two, and digital telephone must be in offline mode to allow this.
The two B-channels available with ISDN provide a maximum of two simultaneous connections. Meridian HomeOffice II is designed to support one data connection into a host environment when the digital set is active (that is, online to the PBX). Since the digital telephone uses one B-channel when in active mode, only one B-channel is available for a data connection. With the digital set in local mode (that is, offline from the PBX), two simultaneous data calls can be connected.
Q: Does Meridian HomeOffice II have analog phone interfaces?
A: Yes. The HomeOffice Router has one analog jack interface (port) which can be used to support analog devices (such as a fax machine) at the home office.
Q: Does Meridian HomeOffice II accept analog modem calls?
A: No. The HomeOffice Router does not have the necessary digital modems to support this type of functionality. However, you can connect a modem to the Fax port on the back of the unit to send and receive data and faxes from a PC. This would be identical to using the modem on a regular analog line.
Q: How do I attach my PC and digital telephone to the HomeOffice Router?
 A: The Meridian HomeOffice II product is a bridge/router device that provides an Ethernet network connection. To connect your PC to the Meridian HomeOffice II product, install an Ethernet network interface card (NIC) and load the appropriate drivers on your PC. Use the Ethernet crossover cable (included) to connect the Ethernet card in your PC to the Meridian's Ethernet port. This provides a LAN connection between your PC and the Meridian HomeOffice II product.
The digital telephone is connected to the bridge/router device directly to the RJ11 port labled MERIDIAN on the rear of the product.
Q: How many analog devices (modems, fax machines, telephones, etc.) can be connected to the POTS (FAX) jack on the HomeOffice Router?
A: Any combination of devices that add up to a total of three Ringing Equivalency Number (REN), which usually equates to about three or four devices. Each of these devices acts as an extension off the phone jack. Only two devices and two B-channels can be active at the same time.
The greater the wiring distance, the fewer the extensions (exact specifications depend upon cable type, specification, and so on). Also, the greater the REN of the analog devices, the fewer devices the router can support off the port.
Q: What kind of devices can be connected to the HomeOffice Router?
A: The Router offers three different communications capabilities to the telecommuter: LAN Ethernet data connection, digital telephone set extension and the use of an analog device(s) connected to the telephone jack.
Q: Is bridging or routing a better solution?
A: Bridging or routing depends on your network configuration. As a rule, you must route between dissimilar network addressed LANs, and bridge between similar ones. The HomeOffice Router is especially suited for routing from a remote location into a LAN backbone. Obviously, not all network designs are the same. Talk with your network manager to determine your particular needs.
Q: Is there an easy way to configure Meridian HomeOffice II?
A: Yes, there is. The Meridian HomeOffice II is user installable versus technician installable. The telecommuter can use the friendly installation wizard, along with auto-SPID detection, to easily configure it The graphical user interface allows configuration in a point-and-click environment.
Q: What channel is used for voice calls, the B- or D-channel?
A: There are three types of voice calls that can be placed on Meridian HomeOffice II, whether it is digital voice or analog voice. They are: * The voice call made while the digital telephone set is "online" to the PBX * The voice call made while the digital telephone set is "offline" to the PBX * The voice call made via the FAX port on the HomeOffice Router. In any of these scenarios, the call is placed across one of the B-channels. The D-channel is used only for ISDN BRI B-channel call setup and tear down.

Nortel Networks authorized distributor channels can contact 1-800-4 Nortel for further assistance with questions. For more information visit www.nortel.com.

Reprinted with permission from Telecom Reseller magazine

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Nortel Notes
by Phil Ruffin

Phones
Q: I need to add DID numbers to my Nortel PBX but all of the available numbers from my provider conflict with my dial plan. Can I modify the incoming numbers so they terminate on internal numbers that are different from the dialed numbers?
A: Yes, you can use IDC (Incoming Digit Conversion) to change the numbers. It will be confusing (at least it is to me!), but you can do it. In LD 49, establish an IDC table with the incoming number first on each line, followed by the internal extension number where you want to terminate the call. Then in LD 16, change IDC for the route to YES, and add the IDC table number at the DCNO prompt (for day mode) and NDNO (for night mode).
Understand though, that this may make you pull your hair out when you forget it's in place and you're trying to figure out why things don't work the way they should.
A better answer is to renumber whatever is necessary to allow available numbers to terminate on your PBX with matching internal numbers. Maybe you can renumber your trunk access codes or Park codes, or even some of the internal extension numbers. Print a DNB list (LD 22) and review the conflicting ranges of numbers to find the best match.
Q: I have three lines on my 2616 set, but calls don't come in on the third one. If the first two lines are busy, a third call will always go directly to voicemail. How can I get it to work?
A: Look at the LHK (Last Hunt Key) prompt in the station programming. You want it set to "2". While you're at it, set LPK (Last automatic line Preference Key) to "2" as well. This will allow the third line to be automatically selected, so you can answer it by lifting the receiver, if you have IRA (Incoming Ringing line preference Allowed) selected in the CLS (CLass of Service).
Q: My 2616CT cordless phone keeps losing its mind. My vendor came and reset the phone by removing the battery and unplugging the phone from power and the PBX for a few minutes. They said that's all they can do - it just has problems sometimes. Is there any way to fix it?
A: This problem sounds familiar. Look at the bottom of the set. Find the barcode label, and look for "Rls # 1" or "Rls # 2". Yours sounds like release 1. Inform your vendor that there is a free replacement program for the first release of the 2616CT sets. Tell your vendor to refer to Product Bulletin 2000-005 and "KPD # R99-H-34". That should be enough information to get results.
Q: I changed the base cord on my 2112 set to be able to move my phone farther from the jack, but now my speaker doesn't work. When I change the cord back, it works. Does my phone only work with a short cord? That doesn't make sense!
A: You are correct - that doesn't make sense. I suspect you will find the problem in the number of conductors in the cord, not its length. The 2112 set requires a special transformer and a six-conductor base cord to supply voltage to drive the speakerphone. Your new cord probably has only four conductors.
Q: Sometimes when I plug a digital phone into the wrong jack, it will make all the indicators flash together. Other times, it does nothing. Does this mean anything?
A: Yes, it means you are careless about where you plug your phones. You will be pleased to know, though, that the flashing indicators indicate that you are plugged into an analog port. This isn't 100% reliable, though. You should test with an analog phone before you declare it an analog port. I've seen defective digital ports with the same indication.
Q: Whenever I dial 181 on a phone it makes a loud beep and goes dead. The programming for the phone completely goes away. The only way I can get it to work again is to reprogram the entire phone. What can I do to make this stop?
A: I suppose you didn't think of this: sop dialing 181. No, that's too easy. It sounds like you've found a feature called ASR (Automatic Set Relocation). Actually, you only found the first half of the feature. The second half works like this: once you have ports prepared to accept the phones that have been "removed" from software using the ASR feature, you can plug one of these "removed" phones into the port, and it will magically reappear, reprogrammed on that port. Isn't that a neat feature? ASR allows you to move phones from port to port, and performs the basic programming changes for you. The feature code is SPRE (Special PREfix) + 81 + ASR Security Code. You seem to have a SPRE of 1, and no ASR Security Code.
You can make it much less likely that phones will keep disappearing from software if you program an ASR Security Code in the CDB (Customer Data Block). The prompt is SRCD (Set Relocation Security Code).
I suggest you use a combination of digits that will make it most unlikely for people to dial it accidentally. Some people use four zeros, since it would mean people would have to dial 1810000 to evoke the feature. Choose a set of digits that you can remember if you want to use the feature properly, and program it in LD 15.
Now that you have a grasp of how to use this feature, you need to know that each time you reprogrammed a phone instead of moving it by completing the ASR process, a set of programming was stored in memory, and it may still be there. Here's how to find it and remove it.
In LD 21, PRT the SRDT. This should give you a list of all the sets stored, waiting for them to be plugged into an available port and activated.
Next, use LD 50 to OUT the MTRT, followed by the old TN. Do this for each of the sets listed above in LD 21.
Is that powerful? You bet. You can move sets on the spot, without using a terminal at all. You still may need to follow up with changes in DES and any documentation you use, though.
Let me give you a little warning about this feature. Some people have experienced what they believe is memory corruption from using the feature. One story I heard came from a user who was moving a long list of phones using ASR. Just as the last phone was removed, the PBX initialized and all the programming was lost. The phones had to be restored by reprogramming them individually. I don't know about that being a memory corruption, though - I think he ran out of RAM in the PBX.
I haven't had an experience like that, but I would strongly recommend printing out all of the phones before relocating a long list, no matter what method you use. And if you do suspect a memory corruption in telephone programming, I suggest you LD 1. That will automatically run a routine to inspect the telephone configurations and (in some cases) correct memory corruptions that occur.
Q: We have a mix of 2008 sets without displays and 2616 sets with displays. Often, when a person leaves the company, his 2616 set disappears the same day. Is there an easy way to keep track of these?
A: Yes, you probably find the set when someone calls to have his display fixed. I usually check the programming first, to see if it's a 2008. If so, I go and confiscate the phone. I inform the user that he can have a 2616 set if he can get approval for the purchase, and I even provide the purchase request documents. The original 2008 will mysteriously show up within a day or two.
Q: Is it true I can use my phone to enable my TTY port?
A: Yes. Your phone must have MTA in the Class of Service. Use Key 0, and dial SPRE plus feature code 91. Using the telephone keypad, key in "LD#37##" and wait for the overlay to load. Key in "STAT#TTY##". Your TTY should be in the list, and it should show to be disabled. Note the TTY number, and key in "ENL#TTY#" (key in the TTY number here) "##". Check to see that the status changed by using "STAT#TTY##" again. Exit maintenance mode by using "****".
Q: I have several phones that are restricted from dialing local calls, but I need to allow them to dial 911. How can I do that?
A: I think this is a question many administrators and managers will (and should) be asking in the near future, with states and municipalities beginning to require 911 call capability from any public phone at business sites, and the answer is not necessarily an easy one. There are a couple of ways to do this, depending on the strategy already in place for the current restrictions, and the release of software available to you. Two dialing plans are common for 911 calls at businesses, and the lawyers have already chosen one of these for some areas. Before I get into the programming, let's talk about these two dialing plans, and you can decide which one to implement.
The choice of lawmakers in some areas (some say the FCC will require this eventually) has been to make the emergency call as easy as possible by allowing the user to simply pick up the phone and dial 911 to get emergency services, just like at home. That sounds easy, doesn't it? I have to admit that I was taken in by this at first, too. It's compelling to make it so easy anyone can just dial 911 any time from any phone without having to think about how to dial special codes, like an access code to get an outside line. And it can be easy to program in some cases. The trouble comes when the local police start to get upset at all of the calls placed to 911 in error. I discovered this problem myself when I implemented this strategy some years ago on an Option 61. Things sailed along just fine for a few days, and then people started making mistakes dialing calls. There was the manager who dialed 9-11+ instead of 9-011+ for an international call. Twice. Then there was the conference phone that sometimes dialed double digits. Several other calls were made to 911, and each time the emergency equipment arrived, and there was no emergency. Once, even I was discovered to be the culprit, testing a terminal program installation that wasn't configured properly. The police department got really irritated with us, and wanted to put a stop to all of these false emergencies.
By now, you may have figured out that this dial 911 only approach is not my favorite. While it is required in some areas, I choose not to implement it until the lawyers drag me into the switch room and give me a copy of the requirements. Until then, I program systems to dial the way most business workers expect. Dial 9 (or whatever local access code you normally use), then 911. "But wait!" some people point out to me. "What about the visitor in your building who doesn't know how you use your phones, but has an emergency and tries to dial 911?" I don't know how to answer questions like that. Maybe you need to give people 911 instructions when you issue a visitor badge. I still think most business people are more likely to dial 9-911 in an emergency at work than to dial 911. Ask your people, if you want to find out what will work best in your environment. Check your local requirements, too, to see whether the lawyers have already decided for you.
Some older systems may have the phones restricted by assigning a CLS (Class of Service) of FRE (Fully Restricted), SRE (Semi-Restricted), or some other that will restrict calls by type of connection (meaning station or type of trunk). For these systems, especially if you have software that is release 22 or older, you really should consider implementing BARS (Basic Automatic Route Selection) in order to properly allow 911 calls. It is a very flexible system and can be programmed several ways to accomplish the same result, so many people are confused by it. If reading the manual doesn't help, contact your vendor for assistance.
Also, a very capable gentleman who goes by the name GHTROUT has a great description on his web site. Go to www.ghtrout.com and click on the BARS 101 link.
Beginning in release 23 (I think it was 23.55), a new way of programming this was introduced. With the new ESA (Emergency Services Access) feature, the PBX allows you to designate an emergency number for the system, and it gives that number priority over the entire dialing plan. The idea was to allow your users to dial 911 (or whatever emergency number your community uses) without any regard at all for the way the rest of the phone system is programmed. So the emergency number simply overrides all other routing or number plan information in your system. Pretty neat, I think. It also gives you a way to notify a guard or attendant when a 911 call is placed, and even prints out details on the 911 call on the system terminal. I really liked this feature, until I tried to program it so that calls could be dialed 9-911. It didn't work. Finally, someone pointed out to me that the book specifically states that you must have CAMA (Centralized Automatic Message Accounting) trunks for this to work with PRI (Primary Rate Interface) trunks. But it should work fine with all other trunks, including CO (Central Office) Ground Start Trunks. I haven't had the opportunity to check later versions of this feature to see whether Nortel has fixed the problem for PRI trunks. I expect it to work in later releases.
So, what will you do with this? Will you reprogram your system to use BARS to handle these calls? Will you use ESA to give priority to the calls? I invite all my