Interactive Intelligence
,
Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872
-
3000
www.ININ.com
Interactive Intelligence Messaging Interaction Center 2.4
PBX Configuration Note:
Mitel 3300 with AudioCodes Mediant 1000/2000 using T1 Q.SIG
Technical Reference
By AudioCodes
READ THIS BEFORE YOU PROCEED
This document is for informational purposes on
ly and is provided “AS IS.” Interactive Intelligence, its partners and vendors
cannot verify the accuracy of this information and take no responsibility for the content of this document.
INTERACTIVE
INTELLIGENCE, ITS PARTNERS AND VENDORS MAKE NO WARRANTIES
, EXPRESS, IMPLIED OR STATUTORY,
AS TO THE INFORMATION IN THIS DOCUMENT.
Customer Interaction
Center
®
Vonexus
Enterprise Interaction Center
®
Document
Version
1.0
Last updated
:
05
-
19
-
2008
Content
This document describes the config
uration required to setup
A
vaya S8
3
00
and AudioCodes
Mediant 2000 using
T1 CAS In
-
band DTMF Tones
as the telephony signaling protocol. It also
contains the results of the interoperability testing of Interactive Intelligence Messaging
Interaction Center 2.4 (MIC) based on this setup.
i
Copyright and Trademark Information
Copyright ©1994
–
2008 Interactive Intelligence Inc. All rights reserved.
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-
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-
FAQ Knowledge Manager, Interaction
Dialer®, Interaction Director®, Interaction Gateway, Interaction Marquee,
Interaction Mobile Office,
Interaction Optimizer, Interaction Recorder®,
Interaction Screen Recorder
, In
teraction SIP Proxy,
Interaction Supervisor, Interaction Tracker®, Mobilité®, SIP Interaction Media Server, Vocalité®,
Interaction Administrator®, Interaction Attendant®, Interaction Client®, Interaction Designer®,
Interaction Fax Viewer, Interaction FAQ,
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e
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included herein. Recipient acknowledges and agrees that
(1) TELCORDIA AND ITS AFFILIATES MAKE NO
REPRESENTATIONS, EXTEND NO WARRANTIES OF ANY KIND, EXPRESSED OR IMPLIED, AND ASSUME NO
RESPONSIBILITY OR LIABILITY WHATSOEVER WITH RESPECT TO THE USE, SUFFICIENCY OR ACCURACY
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ICATION OR OTHERWISE
, FOR MODIFICATION O
R CUSTOMIZATION OF A
NY INTERACTIVE
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IVE, CUSTOMER OR ANY
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ND/OR
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USING INTERACTIVE TO
OLS, TRAINING OR MET
HODS DOCUMENTED BY
INTERACTIVE.
Interactive Intelligence Inc.
7601 Interactive Way
Indianapolis, Indiana 46278
Telephone/Fax (317) 872
-
3000
www.ININ.com
Interaction Center Platform Statement
This document describes Interaction Center (IC) features tha
t may not be available in your IC
product. Several products are based on the IC platform, and some features are disabled in
some products.
Th
ese
products are based on the IC platform:
Customer Interaction Center (CIC)
Vonexus
Enterprise Interaction Cente
r (
Vonexus
EIC, or EIC)
Message Interaction Center (MIC)
While all of these products share a common feature set, this document is intended for use with
all IC products, and some of the described features may not be available in your product.
ii
Table of Con
tents
Who should read this document
................................
................................
..................
1
Technical Support
................................
................................
................................
............
1
Chapter 1:
General Information
................................
................................
.................
2
Components
................................
................................
................................
.....................
2
PBX or IP
-
PBX
................................
................................
................................
................................
......................
2
VoIP Gateway
................................
................................
................................
................................
.......................
2
Interactive Intelligence Messaging Interaction Center
................................
................................
........
2
Prerequisites
................................
................................
................................
....................
2
Gateway Prerequisites
................................
................................
................................
................................
......
2
PBX Prerequisites
................................
................................
................................
................................
................
2
Cabling Requirements
................................
................................
................................
................................
.......
3
Summary and Limitations
................................
................................
...............................
3
Chapter 2:
Gateway Setup
................................
................................
..........................
4
Step 1: SIP Environment Setup
................................
................................
.....................
4
Step 2: Routing Setup
................................
................................
................................
.....
5
Step 3: Coder Setup
................................
................................
................................
........
6
Step 4: Digit Collection Setup
................................
................................
........................
7
Step 5: Supplementary Services Setting
................................
................................
.......
8
Step 6: Trunk Group Setup
................................
................................
............................
9
Step 7: TD
M Bus Setting
................................
................................
...............................
10
Step 8: Trunk Setting Setup
................................
................................
.........................
11
Step 9: Fax Setup
................................
................................
................................
..........
12
Step 10: Voicemail Setup
................................
................................
.............................
13
Step 11: General Setup
................................
................................
................................
14
Step 12: General Setup (Cont.)
................................
................................
...................
15
Step 13: Reset Mediant 2000
................................
................................
.......................
16
Configuration Files
................................
................................
................................
................................
............
16
................................
................................
................................
................................
...............
16
Chapter 3: PBX Setup
................................
................................
................................
...
17
Step 1: Ensure PBX is equipped with T1 PRI Module to Support T1 QSIG
...............
17
Fail
-
Over Configuration
................................
................................
................................
................................
..
36
Tested Phones
................................
................................
................................
................................
....................
36
Other Comments
................................
................................
................................
................................
...............
36
iii
Chapter 4:
Messaging Interaction Center 2.4 Validation Test Matrix
...........
37
Testing the Core Feature Set
................................
................................
........................
37
Detailed Descript
ion of Limitations
................................
................................
..............
38
Chapter 5:
Troubleshooting
................................
................................
......................
39
Appendix
................................
................................
................................
..........................
41
Dial Pilot Number and Mailbox Login
................................
................................
...........
41
Navigate Mailbox using Mobile Office
................................
................................
...........
41
Navigate Mailbox using Telephony User Interface (
TUI)
................................
............
41
Dial User Extension and Leave Voicemail
................................
................................
....
41
From an Internal Extension
................................
................................
................................
..........................
41
From an External Phone
................................
................................
................................
................................
.
41
Dial Auto Attendant (AA)
................................
................................
..............................
42
Call Transfer by Dial By Name
................................
................................
......................
42
Called Party is Busy
................................
................................
................................
................................
.........
42
Called Party does not Answer
................................
................................
................................
......................
42
Voicemail Button
................................
................................
................................
............
42
Testing Fax Features
................................
................................
................................
.....
42
Message Waiting Indicator (MWI)
................................
................................
................
43
Appendix A: Chang
e Log
................................
................................
..............................
44
Appendix B: Acronyms Used in This Document
................................
.....................
45
1
Who should read this document
This document is intended for Systems Integrators with significant telepho
ny knowledge.
Technical Support
The information contained within this document has been provided by
Interactive Intelligence, its
partners or equipment manufacturers and is provided AS IS. This document contains information
about how to modify the configu
ration of your PBX or VoIP gateway. Improper configuration may
result in the loss of service of the PBX or gateway.
Interactive Intelligence
is unable to provide support
or assistance with the configuration or troubleshooting of components described within
.
Interactive
Intelligence recommends readers to engage
the
service of an Interactive Intelligence MIC Certified
Engineer
or the manufacturers of the equip
ment(s) described
with
in to assist with
the planning and
deployment of
Messaging Interaction Center
.
2
Chapter 1:
General Information
Components
PBX or
IP
-
PBX
PBX Vendor
Mitel
Model
3300 ICP MX
Software Version
7
Telephony Signaling
T1 Q.SIG
Additional Notes
None
VoIP
Gateway
Gateway Vendor
AudioCodes
Model
Mediant 2000
Software Version
5.20A.037.0
01
VoIP Protocol
SIP
Additional Notes
Tests were conducted with Mediant 2000
. However
,
these tests are
also applicable to
Mediant 1000
.
Interactive Intelligence Messaging Interaction Center
Version
2.4 SU 25 + MIC SU 6
Prerequisites
Gateway
Prerequisit
es
The Mitel PBX must have the same source number for MWI ON (Lamp on) and MWI OFF (Lamp
off). Therefore, it's required to configure the gateway parameter
M
wiSource
N
umber
as the
voicemail pilot number (i.e., 2690 in our testing environment example). This n
umber is shown
on the subscribers phone display when the MWI lamp is turned on.
PBX Prerequisites
PBX with T1 dual framer module.
T1 QSIG option
.
3
Cabling Requirements
This integration uses
cross
-
over
RJ
-
48c cables
(pairs 1,
2 and 4,
5 crossed)
to connect d
igital
trunks (T1/E1) between and Mediant 2000 trunk interfaces
.
Summary and Limitations
A check in this box indicates the UM feature set is fully functional when using the PBX/gateway in
question.
4
Chapter 2:
Gateway Setup
Step 1:
SIP E
nvironment Setup
5
Step 2: Routing Setup
Note:
The Proxy IP Address must be one that corresponds to the network environment in which the
MIC server is installed (For example, 10.15.3.207 or the FQDN of the MIC host).
6
Step 3: Coder Setup
7
S
tep 4: Digit Collection Setup
8
Step 5:
Supplementary Services Setting
Note:
Choose any 4
-
digit number that is not used in the PBX for Transfer Prefix (e.g., 9989).
9
Step
6
: T
runk Group Setup
10
Step
7
:
TDM Bus Setting
11
Step
8
: Trunk Setting Setup
12
Step
9
:
Fax Setup
13
Step 1
0
:
Voicemail
Setup
14
Step 1
1
: General Setup
15
Step 1
2
: General Setup (Cont.)
The following configuration items must be set in the INI file, or via the AdminPage web interface
(
http://gateway/AdminPage
). You will see these in t
he attached INI example.
ISDNIBehavior = 1073741824
EnableMWI = 1
SubscriptionMode = 1
EnableDetectRemoteMACChange = 2
ECNLPMode = 1
MwiSourceNumber = 2690
Note:
This parameter should be set to the Voice Mail pilot number (See Step 9 on PBX Setup).
Trun
kTransferMode_
X
=
0
Note:
"X"
refer
s to the Trunk number, for example: for the first trunk
TrunkTransferMode_0 =
0
16
Step 13
: Reset Mediant 2000
Click
Reset
to reset the gateway.
Configuration Files
17
Chapter 3: PBX Setup
Informatio
n used for this test case:
Digital VoiceMail ports:
T1 Q.SIG Trunk
VoiceMail Hunt Group Pilot: ext.
2690
VoiceMail User Phone: ext.
2608
and ext.
8999
Step 1:
Ensure PBX is equipped with T1 PRI Module to Support
T1 QSIG
Use the following path to ensure th
at the PBX is equipped with a T1 PRI module:
System Configuration
/
UnitsModules
/
Units Configuration Display.
Step 2:
Create Class of Service for QSIG Trunks
Use the following path to create CoS for QSIG trunk:
System Configuration
/
Trunks
/
Class
of Service Options Assignment
.
18
19
Change the following options to 'Yes':
ANI/DNIS/ISDN Number Delivery Trunk
Call Announce Line
Call Forwarding (External Destination)
Call Hold
-
Retrieve with Hold Key
Call Reroute after CFFM to busy Destination
20
Chang
e the following options to 'Yes':
Display ANI/DNIS/ISDN Calling/Called Number
Display DNIS/Called Number Before Digit Modification
Display Dialed Digits During Outgoing Calls
Display Held Call ID on Transfer
21
Change the following options to 'Yes':
Messa
ge Waiting
-
Audible Tone Notification
ONS CLASS/CLIP: Message Waiting Activate/Deactivate
ONS CLASS/CLIP Set
Public Network Access via DPNSS
Public Network Identity Provided
Public Network to Public Network Connection Allowed
Public Trunk
R2 Call Progress
Tone
22
Change the following options to 'Yes':
Third Party Call Forward Follow Me Accept
Third Party Call Forward Follow Me Allow
Trunk Flash Allowed
23
Step 3:
Create Link Descriptor Assignment
Use the following path to create Link Descriptor Assign
ment:
System Configuration
/
Trunks
/
Digital Trunks
/
ISDN
-
PRI
/
Link Descriptor Assignment
.
24
Step 4:
Create a Digital Link Assignment
Use the following path to
create a Digital Link Assignment:
System Configuration
/
Trunks
/
Digital Trunks
/
ISDN
-
P
RI
/
Digital Link Assignment
.
25
26
Step 5:
Add MSDN
-
DPNSS
-
DASSII Trunk Circuit Descriptor
Use the following path to
Add MSDN
-
DPNSS
-
DASSII Trunk Circuit Descriptor:
System Configuration
/
Trunks
/
Digital Trunks
/
ISDN
-
PRI/MSDN
-
DPNSS
-
DASSII Trunk
Circuit
Descriptor
.
27
28
Step 6:
Create a Trunk Service Assignment
Use the following path to
create a Trunk Service Assignment:
System Configuration
/
Trunks
/
Digital Trunks
/
ISDN
-
PRI
/
Trunk Service Assignment
.
29
Step 7:
Assign Digital Trunks
Use the fol
lowing path to
assign Digital Trunks:
System Configuration
/
Trunks
/
Digital Trunks
/
ISDN
-
PRI
/
Digital Trunk Assignment
.
30
31
Step 8:
Add Trunk Group for QSIG
Use the following path to
assign ARS for call routing:
System Administration
/
Automatic R
oute Selection
/
Trunk Group Assignment
.
Add a new trunk group for QSIG and add members to this group.
32
Step 9:
Add Route Assignment
Use the following path to
a
dd Route Assignment:
System Administration
/
Automatic Route Selection
/
Route Assignment
.
33
34
Step 10:
Add ARS Digits Dialed Assignment
Use the following path to
add ARS Digits Dialed Assignment:
System Administration
/
Automatic Route Selection
/
ARS Digits Dialed Assignment
.
35
36
Step 11:
Option Assignment
In System Option Assignment,
change the following fields:
Route Optimization Network ID: change to any unique number.
DPNSS/QSIG Diversion Enabled: change to 'Yes'.
Fail
-
Over Configuration
N/A.
Tested Phones
Mitel SuperSet 4025
Other Comments
None.
37
Chapter 4:
Messaging Interactio
n Center 2.4
Validation Test Matrix
Testing the Core Feature Set
The following table contains a set of tests for assessing the functionality of the UM core feature set.
The results are recorded as either:
Pass (
P
)
Conditional Pass (
CP
)
Fail (
F
)
Not Tested
(
NT
)
Not Applicable (
NA
)
Refer to:
Appendix for a more detailed description of how to perform each call scenario.
Section 6.1 for detailed descriptions of call scenario failures, if any.
No.
Call Scenarios (see appendix for
more detailed instructions)
(P/
CP/F/NT)
Reason for Failure (see 6.1 for more
detailed descriptions)
1
Dial the pilot number from a phone
extension that is NOT enabled for Unified
Messaging and logon to a user’s mailbox.
Confirm hearing the prompt: “Welcome
to Commun楴é⸠To access you
r ma楬ioxⰠ
enter your extension…”
P
2
Navigate mailbox using Mobile Office
NT
3
Navigate mailbox using the Telephony
User Interface (TUI).
P
4
Dial user extension and leave a
voicemail.
4a
Dial user extension and leave a voicemail
from an internal
extension.
P
4b
Dial user extension and leave a voicemail
from an external phone.
P
5
Dial Auto Attendant (AA).
Dial the extension for the AA and confirm
the AA answers the call.
P
6
Call Transfer by Dial By Name.
6a
Call Transfer by Dial By Name
and have
the called party answer.
Confirm the correct called party answers
the phone.
P
38
No.
Call Scenarios (see appendix for
more detailed instructions)
(P/
CP/F/NT)
Reason for Failure (see 6.1 for more
detailed descriptions)
6b
Call Transfer by Dial By Name when the
called party’s phone is busy.
Conf楲m the ca汬l楳 routed to the ca汬ld
party’s voicemail.
P
6c
Call Transfer by Dial
by Name when the
called party does not answer.
Confirm the call is routed to the called
party’s voicemail.
P
7
Configure a button on the phone of a UM
-
enabled user to forward the user to the
pilot number. Press the voicemail button.
Confirm you are
sent to the prompt:
“Welcometo Communité. Please enter
your passcode.”
P
8
Send a test
Fax
message to user
extension.
Confirm the
Fax
is received in the user’s
楮iox.
NT
9
Setup Message Waiting Indicator (MWI).
P
Detailed Description of Limitat
ions
Failure Point
None
Phone type (if phone
-
specific)
Call scenarios(s) associated with failure point
List of UM features affected by failure point
Additional Comments
39
Chapter 5:
Troubleshooting
The tools used for debugging include network
sniffer applications (such as Ethereal) and AudioCodes'
Syslog protocol.
The Syslog client, embedded in the AudioCodes gateways (MP
-
11x, Mediant 1000, and Mediant 2000),
sends error reports/events generated by the gateway application to a Syslog server, u
sing IP/UDP
protocol.
To activate the Syslog client on the AudioCodes gateways:
1.
Set the parameter
Enable Syslog
to 'Enable'.
2.
Use the parameter
Syslog Server IP Address
to define the IP address of the Syslog server you
use.
Note:
The Syslog Ser
ver IP address must be one that corresponds to your network environment in
which the Syslog server is insta
lled (for example, 10.15.2.5).
3.
To determine the Syslog logging level,
set
the
Debug Level
parameter to
5
.
4.
Change the
CDR Report Level
to 'End
Call' to enable additional call information.
Step 2
Step 1
40
AudioCodes has also developed
advanced diagnostic
tools that may be used for high
-
level
troubleshooting. These tools include the following:
PSTN Trace:
PSTN Trace is a procedure used to monitor and tra
ce the PSTN elements
(E1/T1) in AudioCodes digital gateways (Mediant 1000 & Mediant 2000). These utilities are
designed to convert PSTN trace binary files to textual form.
DSP Recording:
DSP recording is a procedure used to monitor the DSP operation (e.g.
, rtp
packets and events).
Step
4
Step
3
41
Appendix
Dial Pilot Number and Mailbox Login
1.
Dial the pilot number of the MIC server from an extension that is NOT enabled for
Voicemail.
2.
Confirm hearing the greeting prompt: “Welcome to Communité. Please enter your
exten
sion...”
3.
Enter the extension, followed by the pound sign, and then the passcod of a Voicemail
enabled user.
4.
Confirm successful logon to the user’s mailbox.
Navigate Mailbox using Mobile Office
1.
Logon to a user’s mailbox who is licensed for Mobile O
ffice
2.
Navigate through the mailbox and try out various voice commands to confirm that the
Mobile Office is working properly.
3.
This test confirms that the RTP is flowing in both directions and speech recognition is
working properly.
Navigate Mailbox us
ing Telephony User Interface (TUI)
1.
Logon to a user’s mailbox.
2.
Navigate through the mailbox and try out the various key commands to confirm that the
TUI is working properly.
3.
This test confirms that both the voice RTP and DTMF RTP (RFC 2833) are flo
wing in both
directions.
Dial User Extension and Leave Voicemail
Note:
If you are having difficulty reaching the user’s voicemail, verify that the coverage path
for the user’s phone is set to the pilot number of the MIC server.
From an Internal Extension
1
.
From an internal extension, dial the extension for a Voicemail enabled user and leave a
voicemail message.
2.
Confirm the voicemail message arrives in the called user’s inbox.
3.
Confirm this message displays a valid MIC user’s name as the sender of this
voicemail.
From an External Phone
1.
From an external phone, dial the extension for a Voicemail enabled user and leave a
voicemail message.
2.
Confirm the voicemail message arrives in the called user’s inbox.
3.
Confirm this message displays the phone num
ber as the sender of this voicemail.
42
Dial Auto Attendan
t (AA)
1.
Create an Auto Attendant using the MIC Web Administrator:
2.
Dial the extension of Auto Attendant.
3.
Confirm the AA answers the call.
Call Transfer by Dial By Name
1.
Dial the pilot number f
or the MIC server from a phone that is NOT associated with a MIC
user.
2.
To search for a user by name:
Press 2 to Dial By Name.
Call Transfer by Dial By Name by entering the name of an MIC user using the
telephone keypad, last name first.
Note:
Even thoug
h some keys are associated with three or four numbers, for each
letter, each key only needs to be pressed once regardless of the letter you want.
Ignore spaces and symbols when spelling the name.Called Party Answers
Call Transfer by Dial By Name to a user
in the same dial plan and have the called
party answer.
3.
Confirm the call is transferred successfully.
Called Party is Busy
1.
Call Transfer by Dial By Name to a user in the same dial plan when the called party is
busy.
2.
Confirm the calling user is rou
ted to the correct voicemail.
Called Party does not Answer
1.
Call Transfer by Dial By Name to a user in the same dial plan and have the called party not
answer the call.
2.
Confirm the calling user is routed to the correct voicemail.
Voicemail Button
1.
C
onfigure a button on the phone of a Voicemail enabled user to route the user to the pilot
number of the MIC server.
2.
Press the voicemail button.
3.
Confirm you are sent to the prompt: “Welcome to Communité. Please enter your
passcode...”
Note:
If you ar
e not hearing this prompt, verify that the button configured on the phone
passes the user’s extension as the redirect number. This means that the user extension
should appear in the diversion information of the SIP invite.
Testing
Fax
Features
To test fax
functionality:
1.
Dial the extension for a fax
-
enabled MIC user from a fax machine.
2.
Confirm the fax message is received in the user’s inbox.
43
Note:
You may notice that the MIC server answers the call as though it is a voice call (i.e.
you will hear: “Ple
ase leave a message for…”). When the MIC server detects the fax CNG
tones, it switches into fax receiving mode, and the voice prompts terminate.
Note:
MIC only support
s
T.38 for sending fax.
Message Waiting Indicator (MWI)
1.
Enable MWI for a Voicemail en
abled user.
2.
Leave a message for that user.
3.
Verify MWI goes on
4.
Delete or Mark Saved that message
5.
Verify MWI goes off
Note:
MWI doesn’t go off until there are no more New messages in the Inbox.
44
Appendix A:
Change Log
Change Log Date
Change
s Made
05
-
07
-
2008
Created document.
05
-
19
-
2008
Cleaned up formatting and added front matter.
06
-
05
-
2008
Completed Mitel information
45
Appendix B: Acronyms Used in This Document
Here are some of the most important acronyms u
sed in this document.
CA
S
Centralized Attendant Service
DTMF
Dual Tone Multi
-
Frequency
IA
Interaction Administrator
IC
Interaction Center
IP
Internet Protocol
PBX
Private Branch Exchange
SIP
Session Initiation Protocol
TDM
Time Division Multiplexing
VoIP
Voice Over IP (Voice Over Internet Protocol)
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