DOC

Voice Security & Configuration Guidelines

By Megan Chavez,2014-09-28 17:18
14 views 0
Voice Security & Configuration Guidelines

    DOCUMENT NUMBER GLOBAL INFORMATION TECHNOLOGY

    FUNCTIONAL AREA: Global Voice Operations EFFECTIVE DATE: Sept2006 VERSION : 1

    Voice Security & Configuration Guidelines

A. OVERVIEW

    A.01 PURPOSE

    The purpose of the Baxter Voice Security & Configuration Guidelines is to provide general guidelines for all Baxter voice systems in order to:

    ; Provide uniformity of services at all Baxter facilities

    ; Provide transparency of voice services

    ; Ensure security of all systems

    ; Facilitate support for all systems

    A.02 SCOPE & APPLICABILITY

    While these standards were developed for the Nortel PABX/PBX and Meridian Mail and CallPilot systems they apply to all voice systems.

    This document is intended for the trained voice technician to configure the voice systems. It assumes knowledge & experience on the part of the technician and is not meant to be an all-inclusive configuration nor how-to guide. Place-marks are included for future usage.

    This document applies to all employees, contractors, third party service providers, and/or trading partners responsible and/or involved in the use, design, development, implementation and maintenance of voice systems. Realizing that each region has unique local regulations; dialing instructions; etc., these guidelines are developed with those regional differences in mind. Variances are shown for regional differences throughout:

    ; EMEA

    ; Asia Pacific

    ; CALA

    ; North America {defined as the “North America Dialing Plan” or country code “1”).

    A.03 IMPLEMENTATION CONSIDERATIONS

    While the ideal situation is to reconfigure every system to satisfy all guidelines, it is realized that in some instances this might mean major impact for the customer. Additionally some systems might require extensive downtime for reconfiguration.

    Therefore, implementation should be done in a manner to minimize the impact on our customers and follow a progressive path:

    ; New Systems --- adherence to guidelines for all new systems this document should be given to the

    service providers responsible for installing the system.

    ; Major Change or Upgrades --- adherence to standards for systems upgrades this document should be

    given to the service provider responsible for the upgrade.

    ; Existing Systems --- the impact of reconfiguration on the customers as well as the service interruption

    must be factored into this decision. Therefore reconfiguring existing systems should be prioritized based

    upon a combination of factors

    ; Criticality

    ; Usage of voice service and voice networking

    Use of a superseded or obsolete document is prohibited. It is the user’s responsibility to verify this document is current prior to each use. 1of 24 Date Printed: 28-Sep-10

    THIS DOCUMENT CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION OF BAXTER HEALTHCARE CORPORATION DO NOT COPY OR DISTRIBUTE WITHOUT PRIOR WRITTEN PERMISSION

    DOCUMENT NUMBER GLOBAL INFORMATION TECHNOLOGY

    FUNCTIONAL AREA: Global Voice Operations EFFECTIVE DATE: Sept2006 VERSION : 1

    Voice Security & Configuration Guidelines

    ; To coincide with planned upgrades, conversions.

    ; Security risk: Priority given to those sites known to be lacking security.

    ; Impact on customers (i.e., extension changes, dialing changes, etc.)

    ; Impact of service interruptions

    A.04 DEFINITIONS

    Programming examples are given in parenthesis and are not meant to detail all

    required programming.

    Attendant Depending upon the site’s business needs, this can be the receptionist, a

    designated person within a department, etc.

    DDI/DID (Direct Inward Direct telephone number to reach a Baxter extension from a non-Baxter site. Dialing)

    Information Asset Any information that provides value to Baxter

    Locator Code / Vnet code / Tie Baxter’s unique 3-digit code for calling each facility. These terms are used Line / Short code interchangeable. This document uses the term “locator code”.

    N/A Not Applicable

    Regional Lead Each region has an assigned lead person dedicated to voice

    Short Dial number This document defines “short-dial number” as the unique 7 digit phone number

    for Baxter extensions worldwide.

    VOLT Voice Operations Leadership Team

    Use of a superseded or obsolete document is prohibited. It is the user’s responsibility to verify this document is current prior to each use. 2of 24 Date Printed: 28-Sep-10

    THIS DOCUMENT CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION OF BAXTER HEALTHCARE CORPORATION DO NOT COPY OR DISTRIBUTE WITHOUT PRIOR WRITTEN PERMISSION

    DOCUMENT NUMBER GLOBAL INFORMATION TECHNOLOGY

    FUNCTIONAL AREA: Global Voice Operations EFFECTIVE DATE: Sept2006 VERSION : 1

    Voice Security & Configuration Guidelines

B. TECHNICIAN’S ACCESS TO VOICE EQUIPMENT

    B.01 GENERAL GUIDELINES

    Every Baxter voice system must have readily available remote access via a secured device for voice technicians’

    purposes. Remote access to the voice systems must remain active at all times.

    ; All access must utilize an ID and password with appropriate privileges for the intended user.

    ; Vendors should have their own unique ID and password.

    ; All passwords should be assigned by Baxter and not the vendor.

    ; Passwords must be a minimum length of six.

    ; After five (5) erroneous attempts at entering ID and password, the port should disable for 30 minutes.

    B.02 PABX/PBX

    ; Level 1 and Level 2 IDs and passwords must be utilized.

    ; Level 2 ID should be the only “privileged” password (the only ID able to change passwords).

    ; When required, other passwords should be assigned for Limited Overlay access

    ; When possible, the PABX/PBX port should be at 9600 baud

    B.03 VOICEMAIL

    (a) Meridian Mail

    ; Administrative (tools) and technical (system) passwords must be different. (b) Call Pilot

    ; Must be a separate mailbox & password for Administrators.

    ; Name login must be programmed

    B.04 LAN MODEM

    ; The Lantronix LAN Modem has been approved for Remote Access for all Voice Systems. B.05 MISCELLANEOUS VOICE APPLICATIONS

    (a) Software Management Applications

    Software applications used for PABX/PBX management (i.e., MAT, OTM, etc.)

    ; May be accessed via screen emulation software applications.

    ; Will start on request only (not upon Start-up of the computer.)

    ; Will be password protected when the PC starts up, upon entry into the application, and for the screen

    emulation package (where applicable.)

    ; Reference “Baxter’s Account ID and Password Policy” statement for full details

    Use of a superseded or obsolete document is prohibited. It is the user’s responsibility to verify this document is current prior to each use. 3of 24 Date Printed: 28-Sep-10

    THIS DOCUMENT CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION OF BAXTER HEALTHCARE CORPORATION DO NOT COPY OR DISTRIBUTE WITHOUT PRIOR WRITTEN PERMISSION

    DOCUMENT NUMBER GLOBAL INFORMATION TECHNOLOGY

    FUNCTIONAL AREA: Global Voice Operations EFFECTIVE DATE: Sept2006 VERSION : 1

    Voice Security & Configuration Guidelines

(b) CDR Applications

    Call Detail Reporting (CDR) applications are recommended for both cost containment and fraud tracing. If implemented, CDR should

    ; Configured for all trunks, including private lines/wires, and for all calls (i.e., incoming, outbound, transfers).

    ; All CDR log details should be kept confidential.

    ; If space permits, set CDR to collect the maximum possible information.

    (c) Other Voice Applications

    Other voice software applications (i.e., IVR, Predicative dialers, etc.) and their associated equipment (PCs, servers) will follow all of the same password and physical security guidelines as advised for the PABX/PBX and/or voicemail systems.

    Use of a superseded or obsolete document is prohibited. It is the user’s responsibility to verify this document is current prior to each use. 4of 24 Date Printed: 28-Sep-10

    THIS DOCUMENT CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION OF BAXTER HEALTHCARE CORPORATION DO NOT COPY OR DISTRIBUTE WITHOUT PRIOR WRITTEN PERMISSION

    DOCUMENT NUMBER GLOBAL INFORMATION TECHNOLOGY

    FUNCTIONAL AREA: Global Voice Operations EFFECTIVE DATE: Sept2006 VERSION : 1

    Voice Security & Configuration Guidelines

C. DIALING PLAN

    C.01 DIALING PATTERNS

    While dialing plans are dependent upon local dialing conventions, DDI/DID ranges, and extension ranges; it is

    recommended that DDI/DID and extensions do not begin with 8, 9 or 0.

    These are the recommended dialing plans for each region:

    Type of Call Technical NA CALA EMEA ASIA

    PABX/PBX System

    Outbound Call AC1 9 9 or 0 0 0

    Network Call AC2 8 8 or 7 or 5 8 or 9 8

    Voice Messaging System

    VoiceMail Compose Prefix 8 8 or 7 or 5 8 or 9 8

    should = AC2

    Name Dialing Voicemail 11 11 11 11

    Broadcast Voicemail 5555 5555 5555 5555

    Local Conventions

    International Calls 011 00 00 00

    Attendant 0

    Emergency 911

    Premium rate calls npa 900 &

    (Must be restricted) nxx 976

    Each site will also require unique dialing prefixes for: ; Extensions

    ; Routing Codes (ACOD)

    C.02 EXTENSIONS

    (a) Locator Code

    Baxter has a unique 3 digit Locator Code for each site. This locator code together with the local extension

    number gives every telephone within the Baxter network a unique 7 digit telephone number (referred to as the

    “Baxter short-dial number”).

    Use of a superseded or obsolete document is prohibited. It is the user’s responsibility to verify this document is current prior to each use. 5of 24 Date Printed: 28-Sep-10

    THIS DOCUMENT CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION OF BAXTER HEALTHCARE CORPORATION DO NOT COPY OR DISTRIBUTE WITHOUT PRIOR WRITTEN PERMISSION

    DOCUMENT NUMBER GLOBAL INFORMATION TECHNOLOGY

    FUNCTIONAL AREA: Global Voice Operations EFFECTIVE DATE: Sept2006 VERSION : 1

    Voice Security & Configuration Guidelines

    The Baxter short-dial numbers need to be configured in either the PBX or by the carrier, if they offer this service. One PBX configuration method is to translate the short-dial number to the long distance dialing string and route to the applicable carrier.

    (b) Example translated locator code

    Dialing String NA CALA EMEA ASIA

    AC2 8 8 or 7 or 5 8 or 9 8

    Locator Code 884 884 884 884

    Extension 1234 1234 1234 1234

    Translates to: 1847948 1234 001847948 1234 001847948 1234 001847948 1234

    Another method depending upon the specific sites involved could route the call to the receiving site’s trunk and

    pass the extension number.

    If the carrier offers this service and supplies service to both sites, they can route the call directly to the receiving site thereby creating an “on-net” call.

    To request a locator code, reference “Voice Messaging System Request Form”.

    The same locator code should be used for both DDI/DID and voicemail at each location, regardless of the voicemail system’s location.

    When assigning a new locator codes for these 7-digit extension sites; consideration should be given to assign a locator code equivalent to the DDI/DID NXX. In this way, their internal Baxter telephone number will be identical to the telephone number dialed from non-Baxter sites...

    Example: If the DDI/DID telephone number is “country code + city code + 123 4567”

    Then, if possible, the assigned Locator code should be “123”

    In this way, the short-dial number is the same as the non-Baxter telephone number: 123 4567. (c) DDI/DID (direct inward dialing)

    When DDI/DIDs are used, then the last 4-digits of the DDI/DID should agree with the last 4 digits of the extension. When ordering DDI/DIDs,

    ; order them within the same sequence (all beginning with the same telephone digits)

    ; Consider that DDI/DIDs might also be needed for fax, modems, etc.

    ; order enough to accommodate growth at that site

    (d) Extension Length

    It is Baxter’s policy that extensions be seven (7) digits consisting of:

    ; 3 digit Locator Code

    ; last 4 digits of the DDI/DID

    ; It is recognized that many sites use 4 digits as their local extension number while a few smaller sites

    remain at 3 digits.

    Emphasis should be placed on the major sites converting to 7-digit extensions when feasible.

    Use of a superseded or obsolete document is prohibited. It is the user’s responsibility to verify this document is current prior to each use. 6of 24 Date Printed: 28-Sep-10

    THIS DOCUMENT CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION OF BAXTER HEALTHCARE CORPORATION DO NOT COPY OR DISTRIBUTE WITHOUT PRIOR WRITTEN PERMISSION

    DOCUMENT NUMBER GLOBAL INFORMATION TECHNOLOGY

    FUNCTIONAL AREA: Global Voice Operations EFFECTIVE DATE: Sept2006 VERSION : 1

    Voice Security & Configuration Guidelines

D. SECURITY FOR OUTBOUND CALLS

    D.01 GENERAL CONSIDERATIONS

    ; The PABX/PBX rather than the voicemail system should control all outbound calls in order to provide

    security.

    ; Utilize NARS/BARS for routing outbound calls

    ; All outbound calls must be controlled by NCOS (Network Class of Service).

    ; Use AC1 for outbound calls

    ; Use AC2 for Baxter (vnet) network calls

    ; Access codes (ACOD) should all begin with the same digit so that they do not conflict with extensions (i.e.,

    AC1, AC2, etc.)

    ; Use only LOC or SPN

    ; Ensure that Emergency dialing is enabled for every class of service

    ; Ensure that premium calls (ex. “pay-per-calls”) are restricted

    ; All external routes must be configured to deny Trunk-to-Trunk callings (T-Barring). No trunks may be

    configured to go neither directly to RDB nor to TSC.

    ; No ACOD may be configured as the external dial prefix.

    ; All extensions, trunks, DISA and authorization codes should be programmed with TGAR so that they can

    not dial ACOD of trunks.

    D.02 NETWORK CLASS OF SERVICE (NCOS)

    The following table starts with the most restrictive class of service. Each successive NCOS adds

    outbound capabilities.

    The assigned NCOS are based upon the current standards used within each region.

    Type of Call NCOS (fcr) **

     NA CALA EMEA ASIA

    a Internal Ext. & Emergency Calls 0 0 1 0

    b Local & Toll Free Calls 1 1 N/A 1

    c Mobile Calls (optional) 2 2 N/A 2

    d Long Distance 3 3 5 3

    (within country)

    e Regional Calls N/A N/A 6 N/A

    f International Calls 4 4 4

    g Vacant / Available 5 5 5

    h All Calls 6 6 6

    i VoiceMail 7 7 7 7

    Use of a superseded or obsolete document is prohibited. It is the user’s responsibility to verify this document is current prior to each use. 7of 24 Date Printed: 28-Sep-10

    THIS DOCUMENT CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION OF BAXTER HEALTHCARE CORPORATION DO NOT COPY OR DISTRIBUTE WITHOUT PRIOR WRITTEN PERMISSION

    DOCUMENT NUMBER GLOBAL INFORMATION TECHNOLOGY

    FUNCTIONAL AREA: Global Voice Operations EFFECTIVE DATE: Sept2006 VERSION : 1

    Voice Security & Configuration Guidelines

     ** Following examples use the North American NCOS codes (a) Internal Extensions & Emergency Calls

    Definition: No outbound calls are allowed for use within open areas of a plant, waiting area

    LD 49

    req: NEW

    type: FCR

    cust: 0

    lfcr: 0

    init: DENY

    alow: 911

    Include a separate “alow“ entry for each emergency telephone number (police, fire)

    (b) Local Calls

    Definition: Only allow local calls (no charge calls) and toll-free calls.

    LD 49

    req: NEW

    type: FCR

    cust: 0

    lfcr: 1

    init: ALOW

    deny: 0 {for int’l calls}

    deny: 1 {for NA calls}

(c) Mobile Calls

    Definition: For use in those sites where they are charged for calling mobile telephones or require

    special routing.

    (d) Long Distance (or local long distance)

    Definition: Permit local calls plus in-country long distance calls. (e) Regional Calls

    Definition: Permit local calls and long distance calls within the Baxter region (i.e., EMEA).

    (f) International Calls

    Definition: Permit local calls, long distance and international calls (g) Available

    Definition: NCOS Available for any special site needs

    Use of a superseded or obsolete document is prohibited. It is the user’s responsibility to verify this document is current prior to each use. 8of 24 Date Printed: 28-Sep-10

    THIS DOCUMENT CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION OF BAXTER HEALTHCARE CORPORATION DO NOT COPY OR DISTRIBUTE WITHOUT PRIOR WRITTEN PERMISSION

    DOCUMENT NUMBER GLOBAL INFORMATION TECHNOLOGY

    FUNCTIONAL AREA: Global Voice Operations EFFECTIVE DATE: Sept2006 VERSION : 1

    Voice Security & Configuration Guidelines

(h) All Calls

    Definition: No restrictions. To be used selectively only by senior management.

    (i) VoiceMail

    Definition: To be used for voicemail network calls. Should restrict all calls except the specific

    delivery telephone numbers for each site.

    LD 49

    req: NEW

    type: FCR

    cust: 0

    lfcr: 7

    init: DENY

    alow: 0018479483510

    Include a separate “alow“ entry for each delivery telephone number

    D.03 ROUTING

    (a) Short-dial Calls

    Calls to other Baxter locations should be via the Baxter short-dial telephone number. These should use the AC2

    code as a prefix so that there isn’t any conflict with local dialing.

    {NA} For some sites within North America region; their long distance carrier routes the calls to the appropriate

    Baxter location based upon Baxter’s short dial code.

    EMEA sites program the translation into their PABX/PBX system using DMI (digit manipulation index).

    Some CALA sites have the short-dial programmed into their PABX/PBX systems. Additionally local users should be able to dial any site’s main telephone number by dialing the locator code with

    extension “0000”.

    Example 1: Calling extension “xxxx” in the Deerfield office where:

    Locator Code 884

    4 digit extension xxxx

    Direct Dial telephone number 1 847 948 xxxx

    and Assuming 8 is the network prefix (AC2)

    & it is an international call requiring 00

    Then when the local user dials: 8 884 xxxx

    it would have to be translated to 00 1 847 948 xxxx.

    ld 86

    req: NEW

    cust: 0

    feat: DGT

    dmi: 8841

    del: 4

    Use of a superseded or obsolete document is prohibited. It is the user’s responsibility to verify this document is current prior to each use. 9of 24 Date Printed: 28-Sep-10

    THIS DOCUMENT CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION OF BAXTER HEALTHCARE CORPORATION DO NOT COPY OR DISTRIBUTE WITHOUT PRIOR WRITTEN PERMISSION

    DOCUMENT NUMBER GLOBAL INFORMATION TECHNOLOGY

    FUNCTIONAL AREA: Global Voice Operations EFFECTIVE DATE: Sept2006 VERSION : 1

    Voice Security & Configuration Guidelines

    inst: 001847948 {international code + country code + city/area code and the last 4

    digits will come from the dialed string)

    Example 2: Calling Deerfield office main number:

    When the local user dials: 8 884 0000

    it will have to be translated to Deerfield’s main number 00 1 847 948 2000.

    ld 86

    req: NEW

    cust: 0

    feat: DGT

    dmi: 8840

    del: 7

    inst: 0018479482000

    These DMIs must be referenced in the applicable RLI (feat RLB). (b) VoiceMail Port Configuration

    The TNs dedicated to the voicemail system are configured as ACDs (Automatic Call Distribution). Configure

    these TNs specifically for voicemail (do not copy a regular trunk TN). Specifically verify that the CLS, NCOS,

    TGAR and CLS (TLD) are set appropriately.

    Use of a superseded or obsolete document is prohibited. It is the user’s responsibility to verify this document is current prior to each use. 10of 24 Date Printed: 28-Sep-10

    THIS DOCUMENT CONTAINS CONFIDENTIAL AND PROPRIETARY INFORMATION OF BAXTER HEALTHCARE CORPORATION DO NOT COPY OR DISTRIBUTE WITHOUT PRIOR WRITTEN PERMISSION

Report this document

For any questions or suggestions please email
cust-service@docsford.com