Installation & Maintenance Guide for Co-resident Server

297-2183-218

Nortel Contact Center Manager ServerInstallation and Maintenance Guide for the Co-resident ServerRelease 6.0 Standard 6.14 January 2008

Nortel Contact Center Manager ServerInstallation and Maintenance Guide for the Co-resident Server

Publication number: Product release: Document release: Date:

297-2183-218 6.0 Standard 6.14 January 2008

Copyright 2006-2008 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Nortel Meridian 1 PBX and Contact Center Manager Server is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel reserves the right to seek all allowable remedies for such breach. This page and the following page are considered the title page, and contain Nortel and third-party trademarks. *Nortel, the Nortel logo, the Globemark, CallPilot, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Nortel Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel. 3COM, US ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation. ACCELERAID, IBM, and MYLEX are trademarks of International Business Machines Corporation. ACROBAT, ACROBAT READER, ADOBE, ADOBE ACROBAT, FRAME, FRAMEMAKER, and POSTSCRIPT are trademarks of Adobe Systems Incorporated. ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS, POWERPOINT, WINDOWS, WINDOWS NT, WINDOWS 2000, WINDOWS Server 2003 and WINDOWS XP are trademarks of Microsoft Corporation. ANSI is a trademark of the American National Standards Institute, Inc.

CELERON, INTEL INSIDE XEON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation. CITRIX is a trademark of Citrix Systems, Inc. COMPAQ and PROLIANT are trademarks of Compaq Information Technologies Group, L.P. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer Corporation. HEWLETT PACKARD, HP, and SURESTORE are trademarks of Hewlett-Packard Company. ORBIX is a trademark of Iona Technologies PLC. MCAFEE and NETSHIELD are trademarks of Networks Associates Technology, Inc. NOVELL is a trademark of Novell, Inc. PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation. RACORE is a trademark of Racore Computer Products, Inc. REPLICATION AGENT, REPLICATION SERVER, and SYBASE are trademarks of Sybase, Inc. SEAGATE is a trademark of Seagate Technology, LLC. STRATUS is a trademark of Stratus Computer Systems, S..r.l. TANDBERG is a trademark of Tandberg Data ASA. VISIBROKER is a trademark of Visigenic Software, Inc. WINZIP is a trademark of Nico Mak Computing, Inc.

ContentsPart 1 1OverviewGetting startedNew in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Contact Center Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

232526 36 38 43 45 46 50

2

LicensingOverview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Nodal and Corporate licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About the license file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Install License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure the License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Change the license file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Uninstall License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Licensing grace period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . License Manager statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Other licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

5354 55 60 68 74 77 88 92 97 99

Part 2 3

Install the co-resident server softwareInstall the co-resident server software

101103

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 What you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 Section A: Preinstallation 115 Step 1. Read the relevant documentation to perform a new installation . . . 116

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Step 2. Record and check for required installation information . . . . . . . . . Step 3. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . Step 4. Review system variable paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 5. Copy the latest Service Update to the server . . . . . . . . . . . . . . . . . .

117 123 138 139

Section B: Installation 141 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Step 6. Install the Contact Center Manager Server software . . . . . . . . . . . . 143 Step 7. Configure your CCMS settings after the installation (optional) . . . 169 Step 8. Install the License Manager on the co-resident server . . . . . . . . . . 190 Step 9. Install the CCMA component on the co-resident server . . . . . . . . . 194 Step 10. Install Communication Control Toolkit for voice and multimedia (CS1000) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216 Step 11. Install Communication Control Toolkit software for voice (CS2x00) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225 Step 12. Install Communication Control Toolkit software for SIP . . . . . . . 234 Step 13. Install the Server Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241 Section C: Postinstallation 247 Step 14. Install the required CCMS Service Updates . . . . . . . . . . . . . . . . . 249 Step 15. Install required hot fixes for third-party software . . . . . . . . . . . . . 253 Step 16. Download and apply the latest CCMA Service Update . . . . . . . . 254 Step 17. Change the NGenDist, NGenDesign, or NGenSys passwords . . . 261 Step 18. Add NGen names to pcAnywhere . . . . . . . . . . . . . . . . . . . . . . . . . 265 Step 19. Add server to domain (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 268 Step 20. Create a Platform Recovery Disk . . . . . . . . . . . . . . . . . . . . . . . . . 281 Step 21. Accept the license agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285 Step 22. Activate the master scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287 Step 23. Verify the success of the installation . . . . . . . . . . . . . . . . . . . . . . . 288 Step 24. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . 289 Step 25. Add the IUSR_SWC account as the anonymous user account . . . 293 Step 26. Configure Logon Warning Message (optional) . . . . . . . . . . . . . . . 304 Step 27. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 309 Step 28. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 318 Step 29. Configure SMTP and printers for Historical Reporting (optional) 320 Step 30. Configure shared folders for Historical Reporting (optional) . . . . 332 Step 31. Configure Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363 Step 32. Configure Agent Desktop Display parameters on the server . . . . 364 Step 33. Change the iceAdmin user account password (optional) . . . . . . . . 368 Step 34. Configure language support (other than English) . . . . . . . . . . . . . 372 Step 35. Install the XML automated assignments feature (optional) . . . . . 388 Step 36. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 391 Step 37. Configure the IVR-CTI feature (optional) . . . . . . . . . . . . . . . . . . . 393

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Step 38. Install the latest Communication Control Toolkit service updates Step 39. Confirm the CCT database installation . . . . . . . . . . . . . . . . . . . . . Step 40. Configure TAPI for CCT 6.0 with a CS 1000/M1 switch . . . . . . . Step 41. Configure TAPI for CCT 6.0 with a CS 2x00/DMS switch . . . . . Step 42. Confirm that the CCT services start . . . . . . . . . . . . . . . . . . . . . . . Step 43. Configure License Manager Server for CCT . . . . . . . . . . . . . . . . . Step 44. Configure the Communication Control Toolkit console . . . . . . . . Step 45. Import and add resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 46. Map resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 47. Verify the success of the CCT installation . . . . . . . . . . . . . . . . . . Step 48. Communication Control ToolkitCommunication Control ToolkitEnable Open Queue (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 49. Install LinkPlexer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 50. Disable all time synchronization features of the operating system Step 51. Other postinstallation tasks for Contact Center Manager Server .

401 406 408 442 466 469 473 495 508 527 535 545 562 564

Section D: Preparing the client for CCMA 569 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 570 Step 52. Configure the display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 572 Step 53. Upgrade the browser on client workstations . . . . . . . . . . . . . . . . . 574 Step 54. Configure Internet Explorer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 575 Step 55. Install the Microsoft SOAP toolkit 3.0 (optional) . . . . . . . . . . . . . 591 Step 56. Download and install Windows update KB917607 (Optional) . . . 595 Step 57. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . . 596 Step 58. Accept the license agreement in Server Utility . . . . . . . . . . . . . . . 599 Step 59. Log on to CCMA for the first time . . . . . . . . . . . . . . . . . . . . . . . . 601 Step 60. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . . 608 Step 61. Install and configure Agent Desktop Display . . . . . . . . . . . . . . . . 620

Part 3 4

Upgrade to Contact Center Manager ServerUpgrade overview

633635

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 636 Supported co-resident configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 643 Supported co-resident upgrade procedures. . . . . . . . . . . . . . . . . . . . . . . . . . 645

5

Upgrade a co-resident 5.0 to a co-resident 6.0 server (same server) 651Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 652


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Section A: Prepare the server for upgrade 657 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 658 Step 1. Read the relevant documentation to perform an upgrade . . . . . . . . 659 Step 2. Record and check for required installation information . . . . . . . . . 660 Step 3. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . . 666 Step 4. Migrate Classic Client data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 668 Step 5. Investigate and resolve any tape drive compatibility issues . . . . . . 709 Step 6. Install the latest Service Update and required PEPs . . . . . . . . . . . . 712 Step 7. Ensure that all servers are compatible . . . . . . . . . . . . . . . . . . . . . . . 714 Step 8. Ensure the server meets CCMA 6.0 requirements . . . . . . . . . . . . . . 715 Step 9. Perform a full backup of the source server . . . . . . . . . . . . . . . . . . . 716 Step 10. Back up the Symposium Web Client data files . . . . . . . . . . . . . . . 717 Step 11. Perform an SCCS 5.0 database integrity check . . . . . . . . . . . . . . . 720 Step 12. Back up the SCCS 5.0 database . . . . . . . . . . . . . . . . . . . . . . . . . . . 723 Step 13. Create an SCCS 5.0 Platform Recovery Disk . . . . . . . . . . . . . . . . 736 Step 14. Back up the TAPI 3.0 database . . . . . . . . . . . . . . . . . . . . . . . . . . . 740 Step 15. Back up the Communication Control Toolkit 5.0 database . . . . . . 741 Section B: Preupgrade tasks 753 Step 16. Check for CCMA service on your co-resident server . . . . . . . . . . 754 Step 17. Remove Terminal Server (optional) . . . . . . . . . . . . . . . . . . . . . . . 756 Step 18. Shutdown all of your SCCS services . . . . . . . . . . . . . . . . . . . . . . . 758 Step 19. Upgrade pcAnywhere (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 759 Step 20. Map a drive to the source location of the product software . . . . . 761 Step 21. Copy the latest Service Update and Platform Recovery Disk . . . . 764 Step 22. Get documentation for the XML automated assignments feature . 765 Section C: Upgrade the product software 767 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 768 Step 23. Upgrade the Contact Center Manager Server software . . . . . . . . . 769 Step 24. Configure Contact Center Manager Server (optional) . . . . . . . . . . 793 Step 25. Install the License Manager on the co-resident server . . . . . . . . . 809 Step 26. Upgrade the Contact Center Manager Administration component 813 Step 27. Upgrade TAPI 3.0 to Communication Control Toolkit 6.0 . . . . . . 829 Step 28. Upgrade CCT 5.0 to CCT 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 839 Step 29. Install the Server Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 849 Section D: Postupgrade tasks 855 Step 30. Install required hot fixes for third-party software . . . . . . . . . . . . . 857 Step 31. Install required CCMS Service Updates . . . . . . . . . . . . . . . . . . . . 858 Step 32. Download and apply the latest CCMA Service Updates . . . . . . . . 862 Step 33. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . . 869 Step 34. Add the IUSR_SWC account as the anonymous user account . . . 873 Step 35. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . . 885viii Contact Center Manager Server

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Step 36. Configure logon warning message (optional) . . . . . . . . . . . . . . . . 889 Step 37. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 894 Step 38. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 904 Step 39. Configure shared folders for Historical Reporting (optional) . . . . 906 Step 40. Configure new ADD 6.0 parameters on the server (optional) . . . . 936 Step 41. Change the iceAdmin user account password (optional) . . . . . . . . 939 Step 42. Upgrade the XML Automated Assignments feature (optional) . . 943 Step 43. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . . 946 Step 44. Ensure computer name of CCMA server is correct on client PCs 948 Step 45. Accept the license agreement in Server Utility . . . . . . . . . . . . . . . 949 Step 46. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 951 Step 47. Activate the master scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 955 Step 48. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . . 956 Step 49. Verify the success of the installation . . . . . . . . . . . . . . . . . . . . . . . 958 Step 50. Configure the IVR-CTI feature (optional) . . . . . . . . . . . . . . . . . . . 959 Step 51. Install the latest CCT 6.0 updates . . . . . . . . . . . . . . . . . . . . . . . . . 967 Step 52. Confirm the CCT database installation . . . . . . . . . . . . . . . . . . . . . 972 Step 53. Configure TAPI for CCT 6.0 with a CS 1000/M1 switch . . . . . . . 975 Step 54. Configure TAPI for CCT 6.0 with a CS 2X00/DMS switch . . . . 1009 Step 55. Confirm that the CCT services started . . . . . . . . . . . . . . . . . . . . . 1033 Step 56. Configure License Manager Server for CCT . . . . . . . . . . . . . . . . 1036 Step 57. Configure the Communication Control Toolkit console . . . . . . . 1043 Step 58. Import resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1050 Step 59. Map resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1055 Step 60. Verify the success of the CCT installation . . . . . . . . . . . . . . . . . 1068 Step 61. Enable Open Queue (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 1078 Step 62. Add server to domain (optional) . . . . . . . . . . . . . . . . . . . . . . . . . 1087 Step 63. Delete any unused CCMS from CCMA (optional) . . . . . . . . . . . 1089 Step 64. Restore a more recent backup of the database (optional) . . . . . . 1090 Step 65. Install LinkPlexer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1092 Step 66. Disable all time synchronization features of the operating system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1109 Step 67. Other postinstallation tasks for Contact Center Manager Server 1111 Section E: Postinstallation tasks on the CCMA clients 1115 Step 68. Ensure that the client PCs meet all requirements . . . . . . . . . . . . 1116 Step 69. Download and install Windows update KB917607 (Optional) . . 1117 Step 70. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . 1118 Step 71. Log on to Contact Center Manager Administration . . . . . . . . . . 1121 Step 72. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . 1127 Step 73. Upgrade Agent Desktop Display on agent workstations . . . . . . . 1138 Step 74. Configure active and standby servers for ADD (optional) . . . . . 1142


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6

Upgrade a co-resident 5.0 to a co-resident 6.0 server (new server) 1145Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1146 Section A: Prepare the original server 1151 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1152 Step 1. Read the relevant documentation to perform an upgrade . . . . . . . 1153 Step 2. Record and check for required installation information . . . . . . . . 1154 Step 3. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . 1160 Step 4. Investigate and resolve any tape drive compatibility issues . . . . . 1162 Step 5. Ensure that all servers are compatible . . . . . . . . . . . . . . . . . . . . . . 1165 Step 6. Ensure SWC 4.5 on Win 2003 is installed on the source server . . 1166 Step 7. Perform a full backup of the source server . . . . . . . . . . . . . . . . . . 1167 Step 8. Back up the Symposium Web Client data files . . . . . . . . . . . . . . . 1168 Step 9. Perform a SCCS Server 5.0 database integrity check . . . . . . . . . . 1171 Step 10. Back up the SCCS 5.0 database on the original server . . . . . . . . 1174 Step 11. Create a SCCS 5.0 Platform Recovery Disk . . . . . . . . . . . . . . . . 1187 Step 12. Back up the TAPI 3.0 database . . . . . . . . . . . . . . . . . . . . . . . . . . 1193 Step 13. Back up the Communication Control Toolkit 5.0 database . . . . . 1194 Section B: Prepare the new server 1205 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1206 Step 14. Ensure the new server meets Contact Center 6.0 requirements . . 1207 Step 15. Check the disk partitions configuration . . . . . . . . . . . . . . . . . . . . 1208 Step 16. Prepare the new server for Release 6.0 and database restore . . . 1210 Step 17. Record and check for required migration information . . . . . . . . 1212 Step 18. Install Windows Server 2003 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1218 Step 19. Ensure the computer name and DNS host name match . . . . . . . . 1231 Step 20. Copy the latest SCCS 5.0 SU and Platform Recovery Disk . . . . 1235 Step 21. Add local Windows account . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1236 Step 22. Install pcAnywhere . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1241 Step 23. Get documentation for the XML automated assignments feature 1248 Section C: Install the product software on the new server 1249 Step 24. Install the SCCS 5.0 software and database on the target server . 1250 Step 25. Configure SCCS 5.0 on the target server . . . . . . . . . . . . . . . . . . . 1264 Step 26. Install SWC 4.5 SUS0601 v1 on the target server . . . . . . . . . . . . 1271 Step 27. Restore Symposium Web Client 4.5 client data files . . . . . . . . . 1286 Step 28. Install the TAPI 3.0 Service Provider and database . . . . . . . . . . 1292 Step 29. Install Communication Control Toolkit 5.0 . . . . . . . . . . . . . . . . 1296 Step 30. Install the latest CCT 5.0 updates . . . . . . . . . . . . . . . . . . . . . . . . 1304 Step 31. Restore the Communication Control Toolkit 5.0 database . . . . . 1307

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Section D: Migrate Classic Client 1317 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1318 Step 32. Migrate Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1321 Step 33. Migrate historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1323 Step 34. Migrating real-time displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1338 Step 35. Migrate graphical real-time displays (GRTD) . . . . . . . . . . . . . . . 1344 Step 36. Migrate scheduled assignments . . . . . . . . . . . . . . . . . . . . . . . . . . 1353 Step 37. Migrate user types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1358 Step 38. Removing associated supervisors . . . . . . . . . . . . . . . . . . . . . . . . 1360 Section E: Upgrade the product software on the new server 1361 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1362 Step 39. Copy the latest Service Update to the server . . . . . . . . . . . . . . . . 1363 Step 40. Map a drive to the source location of the product software . . . . 1364 Step 41. Shutdown Symposium Call Center Server services . . . . . . . . . . 1367 Step 42. Upgrade the Contact Center Manager Server software . . . . . . . . 1368 Step 43. Configure Contact Center Manager Server (optional) . . . . . . . . . 1392 Step 44. Install the License Manager on the co-resident server . . . . . . . . 1409 Step 45. Upgrade the Contact Center Manager Administration component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1413 Step 46. Upgrade TAPI 3.0 to Communication Control Toolkit 6.0 . . . . . 1428 Step 47. Remove Terminal Server (optional) . . . . . . . . . . . . . . . . . . . . . . 1438 Step 48. Upgrade CCT 5.0 to CCT 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . 1440 Step 49. Install the Server Utility (optional) . . . . . . . . . . . . . . . . . . . . . . . 1450 Section F: Postupgrade tasks 1455 Step 50. Install required hot fixes for third-party software . . . . . . . . . . . . 1457 Step 51. Install required CCMS Service Updates . . . . . . . . . . . . . . . . . . . 1458 Step 52. Download and apply the latest CCMA Service Updates . . . . . . . 1462 Step 53. Change the server name and IP address (optional) . . . . . . . . . . . 1469 Step 54. Change the NGenDist, NGenDesign, or NGenSys passwords . . 1470 Step 55. Add NGen names to pcAnywhere . . . . . . . . . . . . . . . . . . . . . . . . 1474 Step 56. Prepare the new server for full service . . . . . . . . . . . . . . . . . . . . 1477 Step 57. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . 1479 Step 58. Add the IUSR_SWC account as the anonymous user account . . 1483 Step 59. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . 1494 Step 60. Configure logon warning message (optional) . . . . . . . . . . . . . . . 1498 Step 61. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . 1503 Step 62. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1513 Step 63. Configure shared folders for Historical Reporting (optional) . . . 1515 Step 64. Configure new ADD 6.0 parameters on the server (optional) . . . 1546 Step 65. Change the iceAdmin user account password (optional) . . . . . . . 1549 Step 66. Install the XML Automated Assignments feature (optional) . . . 1553


xi

Standard 6.14

Step 67. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . Step 68. Ensure computer name of CCMA server is correct on client PCs Step 69. Accept the license agreement in Server Utility . . . . . . . . . . . . . . Step 70. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 71. Activate the master scripts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 72. Copy latest user guides to the CCMA server . . . . . . . . . . . . . . . . Step 73. Verify the success of the installation . . . . . . . . . . . . . . . . . . . . . . Step 74. Configure the IVR-CTI feature (optional) . . . . . . . . . . . . . . . . . . Step 75. Install the latest CCT 6.0 updates . . . . . . . . . . . . . . . . . . . . . . . . Step 76. Confirm the CCT database installation . . . . . . . . . . . . . . . . . . . . Step 77. Configure TAPI for CCT 6.0 with a CS 1000/M1 switch . . . . . . Step 78. Configure TAPI for CCT 6.0 with a CS 2X00/DMS switch . . . . Step 79. Confirm that the CCT services started . . . . . . . . . . . . . . . . . . . . . Step 80. Configure License Manager Server for CCT . . . . . . . . . . . . . . . . Step 81. Configure the Communication Control Toolkit console . . . . . . . Step 82. Import resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 83. Map resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 84. Verify the success of the CCT installation . . . . . . . . . . . . . . . . . Step 85. Enable Open Queue (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . Step 86. Add server to domain (optional) . . . . . . . . . . . . . . . . . . . . . . . . . Step 87. Delete any unused CCMS from CCMA (optional) . . . . . . . . . . . Step 88. Restore a more recent backup of the database (optional) . . . . . . Step 89. Install LinkPlexer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 90. Disable all time synchronization features of the operating system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 91. Other post-installation tasks for Contact Center Manager Server

1556 1558 1559 1561 1564 1565 1567 1568 1576 1581 1584 1618 1642 1645 1651 1658 1663 1676 1686 1695 1705 1706 1708 1725 1727

Section G: Postinstallation tasks on the CCMA clients 1731 Step 92. Ensure that the client PCs meet all requirements . . . . . . . . . . . . 1732 Step 93. Download and install Windows update KB917607 (Optional) . . 1733 Step 94. Install .NET Framework v. 1.1 (optional) . . . . . . . . . . . . . . . . . . 1734 Step 95. Log on to Contact Center Manager Administration . . . . . . . . . . 1737 Step 96. Download controls to the client . . . . . . . . . . . . . . . . . . . . . . . . . . 1743 Step 97. Upgrade Agent Desktop Display on agent workstations . . . . . . . 1754 Step 98. Configure active and standby servers for ADD (optional) . . . . . 1758

7

Migrate a co-resident server to a new platform

1761

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1762 Section A: Preinstallation 1767 Step 1. Read the relevant documentation for an upgrade . . . . . . . . . . . . . 1768 Step 2. Record and check for required installation information . . . . . . . . 1769

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January 2008

Step 3. Gather the materials required for an upgrade . . . . . . . . . . . . . . . . Step 4. Install the latest Service Update and any required patches . . . . . . Step 5. Perform a database integrity check on the original server . . . . . . . Step 6. Check the disk partition configuration on the original server . . . . Step 7. Create a backup of the original 6.0 database . . . . . . . . . . . . . . . . . Step 8. Back up the CCMA Nortel data files on the source server . . . . . . Step 9. Create a Platform Recovery Disk on the original server . . . . . . . . Step 10. Back up Real-Time Reporting and Emergency Help . . . . . . . . . Step 11. Back up the CCT 6.0 database . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 12. Back up the TAPI SP database . . . . . . . . . . . . . . . . . . . . . . . . . . Step 13. Prepare the new server for Release 6.0 . . . . . . . . . . . . . . . . . . . . Step 14. Install Windows Server 2003 on the target server . . . . . . . . . . . . Step 15. Configure IIS to support ASP.NET applications . . . . . . . . . . . . . Step 16. Ensure the computer name and DNS host name match . . . . . . . . Step 17. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . Step 18. Add local Windows account to the new server . . . . . . . . . . . . . . Step 19. Copy the latest Service Update and Platform Recovery Disk . . . Step 20. Server configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

1775 1777 1780 1783 1785 1801 1815 1818 1820 1831 1832 1834 1850 1854 1858 1872 1877 1878

Section B: Installation 1879 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1880 Step 21. Installing the Contact Center Manager Server software . . . . . . . 1881 Step 22. Configure your CCMS settings after the installation (optional) . 1916 Step 23. Install the License Manager on the co-resident server . . . . . . . . 1937 Step 24. Install the CCMA component on the co-resident server . . . . . . . 1941 Step 25. Install Communication Control Toolkit for voice and multimedia (CS1000) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1963 Step 26. Install Communication Control Toolkit for voice (CS2x00) . . . . 1972 Step 27. Install Communication Control Toolkit for SIP . . . . . . . . . . . . . 1981 Step 28. Install the Server Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1988 Section C: Postinstallation 1993 Step 29. Install required CCMS Service Updates . . . . . . . . . . . . . . . . . . . 1995 Step 30. Install required hot fixes for third-party software . . . . . . . . . . . . 1999 Step 31. Apply the same Service Update as on the CCMA source server 2000 Step 32. Change the NGenDist, NGenDesign, or NGenSys passwords . . 2004 Step 33. Add NGen names to pcAnywhere . . . . . . . . . . . . . . . . . . . . . . . . 2008 Step 34. Create a Platform Recovery Disk . . . . . . . . . . . . . . . . . . . . . . . . 2011 Step 35. Accept the license agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . 2015 Step 36. Configure IIS settings for Report Creation Wizard . . . . . . . . . . . 2017 Step 37. Add the IUSR_SWC account as the anonymous user account . . 2021 Step 38. Configure License Manager Service . . . . . . . . . . . . . . . . . . . . . . 2032 Step 39. Configure Log-in Warning Message . . . . . . . . . . . . . . . . . . . . . . 2036


xiii

Standard 6.14

Step 40. Configure Real-Time Reporting . . . . . . . . . . . . . . . . . . . . . . . . . 2041 Step 41. Configure Emergency Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2050 Step 42. Configure SMTP and printers for Historical Reporting (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2052 Step 43. Configure shared folders for Historical Reporting (optional) . . . 2064 Step 44. Configure Scripting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2094 Step 45. Configure Agent Desktop Display parameters on the server . . . 2095 Step 46. Change the iceAdmin user account password (optional) . . . . . . . 2099 Step 47. Configure language support (other than English) . . . . . . . . . . . . 2103 Step 48. Install the XML Automated Assignments feature (optional) . . . 2118 Step 49. Restore CCMA data to the target server . . . . . . . . . . . . . . . . . . . 2121 Step 50. Refresh your servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2133 Step 51. Copy latest user guides to the application server . . . . . . . . . . . . . 2137 Step 52. Revert to source server computer name or change name . . . . . . 2139 Step 53. Ensure the CCMA computer name is correct on client PCs . . . . 2148 Step 54. Configure the IVR-CTI feature (optional) . . . . . . . . . . . . . . . . . . 2149 Step 55. Install the latest Communication Control Toolkit service updates 2157 Step 56. Confirm the CCT database installation . . . . . . . . . . . . . . . . . . . . 2162 Step 57. Restore the TAPI SP or ICM TAPI database . . . . . . . . . . . . . . . 2164 Step 58. Configure TAPI for CCT 6.0 with a CS 1000/M1 switch . . . . . . 2166 Step 59. Configure TAPI for CCT 6.0 with a CS 2X00/DMS switch . . . . 2187 Step 60. Copy the CCT-IVR configuration files . . . . . . . . . . . . . . . . . . . . 2209 Step 61. Restore the Communication Control Toolkit database . . . . . . . . 2210 Step 62. Start the CCT and TAPI services . . . . . . . . . . . . . . . . . . . . . . . . . 2220 Step 63. Configure the Communication Control Toolkit console . . . . . . . 2222 Step 64. Import resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2227 Step 65. Map resources to the new Windows users . . . . . . . . . . . . . . . . . . 2231 Step 66. Verify the success of the CCT installation . . . . . . . . . . . . . . . . . 2243 Step 67. Enable Open Queue (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 2257 Step 68. Add server to domain (optional) . . . . . . . . . . . . . . . . . . . . . . . . . 2266 Step 69. Delete any unused CCMS from CCMA (optional) . . . . . . . . . . . 2276 Step 70. Restore a more recent backup of the database (optional) . . . . . . 2277 Step 71. Install LinkPlexer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2279 Step 72. Disable all time synchronization features of the operating system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2295 Step 73. Complete other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . 2297

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January 2008

Part 4 8

Maintain Contact Center Manager ServerManage the server

23012303

Shut down or restart the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2304 Start up and shut down the License Manager service. . . . . . . . . . . . . . . . . 2305 Manage the date and time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2306

9

Install and uninstall patches

2309

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2310 Install patches on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2312 Uninstall SUs from the server using the Patch Manager . . . . . . . . . . . . . . 2317

10

Install the Server Utility software (stand-alone)

23232324 2327 2328 2333 2340 2342

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1. Read the relevant documentation to perform a new installation . . Step 2. Install the Server Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 3. Install required patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 4. Modify the ODBC.INI security settings (optional) . . . . . . . . . . . . Step 5. Download and install Windows update KB917607 (optional) . . .

11

Back up data

23432344 2348 2353 2356 2357 2361

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Backup speeds. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Requirements for backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Checklist to perform backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Create a Platform Recovery Disk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Calculating the capacity requirements for database backups . . . . . . . . . . .

Section A: Set up backup options 2365 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2366 Set up tape backups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2368 Set up remote directory backups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2372 Section B: Schedule backups 2387 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2388 Schedule a backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2389 Monitor backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2395 Other procedures for backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2397


xv

Standard 6.14

Section C: Use a third-party backup utility to create full backups 2399 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2400 Guidelines for third-party backup software . . . . . . . . . . . . . . . . . . . . . . . . 2401 Prepare for third-party backups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2403

12

Restore data

2407

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2408 Section A: Recovery using Platform Recovery Disk and database backup 2413 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2414 Full system recovery. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2415 Recovery of the server setup configuration . . . . . . . . . . . . . . . . . . . . . . . . 2416 Recovering a recent backup of the database. . . . . . . . . . . . . . . . . . . . . . . . 2419 Recovery (reinstallation) of Sybase ASE 12.5 and database software . . . . 2421 Common recovery procedures used in this guide. . . . . . . . . . . . . . . . . . . . 2427 Section B: Recovery using a third-party backup 2443 Recovering the database with a third-party backup . . . . . . . . . . . . . . . . . . 2444

13

Configure and uninstall pcAnywhere

2445

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2446 Establish a pcAnywhere connection using dial-up . . . . . . . . . . . . . . . . . . . 2447 Uninstall pcAnywhere 11.5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2450

14

Uninstall and reinstall Contact Center Manager ServerUninstall the database and Contact Center Manager Server. . . . . . . . . . . . Reinstall the database software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Uninstall License Manger. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Uninstall Server Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

24512452 2465 2466 2470

15

Install and configure Real-Time Statistics Multicast

24752476 2477 2479 2488

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Install Real-Time Statistics Multicast. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Modify Real-Time Statistics Multicast settings . . . . . . . . . . . . . . . . . . . . . Test the Real-Time Statistics Multicast service . . . . . . . . . . . . . . . . . . . . .

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January 2008

16

Manage security

24912492 2493 2497 2499 2500 2503 2533

Password guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Change the NGenDist, NGenDesign, or NGenSys passwords. . . . . . . . . . Protect pcAnywhere settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Check server events for suspicious activity . . . . . . . . . . . . . . . . . . . . . . . . Configure Data Execution Prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . Use Security Configuration Wizard and enabling Windows Firewall . . . . Activate the Nortel Contact Center Security Template . . . . . . . . . . . . . . .

17

Use server features

25392540 2542 2546 2554 2560 2564 2567 2568 2579 2583 2586 2587

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Computer name change . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Database Expansion utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Database Restore. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Database backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Registry Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server Setup Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Changing the IP address of a Contact Center Manager Server. . . . . . . . . . Shutdown services on Contact Center Manager Server . . . . . . . . . . . . . . . Start up Contact Center Manager Server . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Manager Server System Monitor. . . . . . . . . . . . . . . . . . . .

Part 5

AppendixesInstall the Internationalization Framework

258925912592 2593 2594 2596

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Checklist . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server patches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Migrate API applications

2597

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2598 Migrate Host Data Exchange API applications . . . . . . . . . . . . . . . . . . . . . 2599 Migrate Real-Time Data API applications . . . . . . . . . . . . . . . . . . . . . . . . . 2602


xvii

Standard 6.14

Alarms and events

26052606 2608 2610 2611

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Change the Windows EventLog size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Windows Event Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure SNMP on the server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Event Codes

26172618 2626 2633 2635 2636 2638 2639 2649 2656 2658 2674 2690 2695 2697 2699 2702 2703 2741 2750 2753 2763

Agent Skillset Manager events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Database services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Database Integration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Event Broker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Event Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Historical Data Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Historical Data Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . License Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Meridian Link Services Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operation, Administration, and Maintenance. . . . . . . . . . . . . . . . . . . . . . . Real-Time Data Collector. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Real-Time Statistics Multicast service . . . . . . . . . . . . . . . . . . . . . . . . . . . . Statistical Data Manager Configuration Administrator . . . . . . . . . . . . . . . Statistical Data Propagator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Task Flow Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Task Flow Executor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Telephony Services Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Toolkit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Voice Services Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Toolkit event codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Change the names or IP addresses of servers

27952796 2797 2811 2828 2848 2872 2895 2906 2923 2930 2940

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Change the Contact Center Manager Server name. . . . . . . . . . . . . . . . . . . Change the Contact Center Manager Server IP address . . . . . . . . . . . . . . . Change the Contact Center Manager Standby Server name. . . . . . . . . . . . Change the Contact Center Manager Standby server IP address . . . . . . . . Change the co-resident server name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Change the co-resident server IP address . . . . . . . . . . . . . . . . . . . . . . . . . . Change the Contact Center Manager Administration server name . . . . . . Change the Contact Center Manager Administration server IP address . . Change the Communication Control Toolkit server name . . . . . . . . . . . . . Change the Communication Control Toolkit IP address . . . . . . . . . . . . . .xviii


January 2008

Change the Contact Center Multimedia server name . . . . . . . . . . . . . . . . . 2944 Change the Contact Center Multimedia IP address . . . . . . . . . . . . . . . . . . 2956 Change the Contact Center Multimedia Standby server name . . . . . . . . . . 2963

Troubleshoot and support

2971

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2972 Section A: Installation and upgrade problems 2975 Server installation problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2976 Upgrade problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2979 CCMA does not function correctly after an upgrade from SWC 4.5 . . . . . 2980 Cannot log on to CCMA after uninstall and reinstall CCMA and SP1 . . . 2983 CCMA installation fails when you install Windows Server 2003 Release 2 options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2984 SU02 or SUS0201 installation fails . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2986 Cannot locate C:\PROGA~1\Nortel file extension when you install CCMA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2989 Access and Partition Management information missing . . . . . . . . . . . . . . 2991 Windows Installer Error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2993 Crystal Reports 10.0 Hotfix install error . . . . . . . . . . . . . . . . . . . . . . . . . . 2994 Encrypt password for Contact Center Manager Administration Users error. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2995 Cannot find PortLdap.vbs script file when reinstalling CCMA . . . . . . . . . 2996 Cannot log on to Server Utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2997 IIS Worker Process Errors after CCMA Reboot . . . . . . . . . . . . . . . . . . . . 2998 Windows Script Host error when you install SWC on Windows 2003 . . . 2999 Cannot uninstall CCMA after an upgrade . . . . . . . . . . . . . . . . . . . . . . . . . 3000 Section B: Contact Center Manager Server problems 3001 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3002 Contact Center Manager Server services . . . . . . . . . . . . . . . . . . . . . . . . . . 3003 TFE does not start after an upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3005 TSM does not start on a Network Control Center server . . . . . . . . . . . . . . 3006 Other services do not start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3007 System log warns that database disks are at or near capacity. . . . . . . . . . . 3008 Network connection problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3009 Section C: Replication Server problems 3011 Using log files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3012 When the Replication Server shuts down . . . . . . . . . . . . . . . . . . . . . . . . . . 3013 Issuing maintenance commands to the Replication Server . . . . . . . . . . . . 3014 Failed connection to the Standby Server . . . . . . . . . . . . . . . . . . . . . . . . . . 3015 Failed DSI connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3016Installation and Maintenance Guide for the Co-resident Server xix

Standard 6.14

Section D: License Manager problems 3019 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3020 Licensing grace period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3021 Update the license file. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3024 License Manager port number configuration . . . . . . . . . . . . . . . . . . . . . . . 3026 Refresh your server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3030 Standby License Manager. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3033 Monitoring the License Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3034 Client application logging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3038 Section E: CCMA and CCMS communication problems 3043 CCMA does not function correctly after you make a change to the CCMS 3044 Cannot communicate with Contact Center Manager Server . . . . . . . . . . . 3047 Changing the Contact Center Manager Server computer name . . . . . . . . . 3048 Cannot connect to the CCMA server after migrating to a new application server or changing the application server computer name . . . . . . . . . . . . 3049 Section F: Client PC problems 3051 Server tree icons are missing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3052 Client PCs cannot communicate with the CCMA server . . . . . . . . . . . . . . 3053 Running two CCMA sessions simultaneously on one client PC . . . . . . . . 3058 Internet Explorer problems on the client PC . . . . . . . . . . . . . . . . . . . . . . . 3059 Internet Explorer problems on the client PC running Windows XP SP2 . . 3060 Cannot log on to CCMA after you uninstall and reinstall CCMA and SP1 3062 The layout of the Web interface of CCMA is distorted . . . . . . . . . . . . . . . 3063 CCMA logon screen displays ERROR:UNKNOWN! . . . . . . . . . . . . . . . . 3064 Cannot launch windows in CCMA, pop ups are blocked. . . . . . . . . . . . . . 3065 CCMA logon page displays Connect Logon Prompt . . . . . . . . . . . . . . . . . 3067 Jet Database Engine error . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3068 Cannot download third-party controls to the client PC . . . . . . . . . . . . . . . 3069 Cannot upgrade Agent Desktop Display . . . . . . . . . . . . . . . . . . . . . . . . . . 3070 Agent Desktop Displays do not show any data . . . . . . . . . . . . . . . . . . . . . 3071 The browser prevents ActiveX controls from installing. . . . . . . . . . . . . . . 3072 Section G: CCMA server problems 3075 Simple Object Access Protocol errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3076 You receive a message to run the ChangeSOAPSrv utility . . . . . . . . . . . . 3081 You forgot the iceAdmin password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3083 CCMA is not functioning correctly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3089 CCMA LMService license grant/release events are not logged . . . . . . . . . 3092 Section H: Real-Time Statistics Multicast problems 3093 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3094 Interpreting error messages on the client PC . . . . . . . . . . . . . . . . . . . . . . . 3096xx Contact Center Manager Server

January 2008

Troubleshoot Real-Time Statistics Multicast from the CCMA server . . . . The ICERtdTrace tool test shows that the server is not sending multicast. Troubleshoot Real-Time Statistics Multicast from the CCMS. . . . . . . . . . No data is multicasted out. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

3099 3102 3103 3106

Section I: Real-time reporting 3107 Real-Time displays do not show any data . . . . . . . . . . . . . . . . . . . . . . . . . 3108 Cannot launch Real-Time Displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3110 Cannot launch RTDs, others display negative values or long data strings. 3113 No names appear in Real-Time Displays . . . . . . . . . . . . . . . . . . . . . . . . . . 3114 Network Consolidated Real-Time Displays are missing some sites . . . . . 3122 Site does not appear in NCRTD when added by IP address. . . . . . . . . . . . 3123 Agent Map does not launch on upgrade from SWC4.5 to CCMA 6.0 . . . . 3124 Agent name change is not reflected in the Standard Agent Display . . . . . 3125 Section J: Historical Reporting and Report Creation Wizard problems 3127 The report viewer is blank when launching a report . . . . . . . . . . . . . . . . . 3128 Cannot connect to the data source . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3129 Cannot print scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3132 Access denied error when synchronizing user imported reports . . . . . . . . 3133 Cannot import user created report templates due to ASP script time out. . 3135 Historical Reports cannot retrieve large number of agents. . . . . . . . . . . . . 3137 Cannot obtain a license to open Report Creation Wizard session . . . . . . . 3138 Column Names text and data spill over the line in historical reports . . . . . 3139 The scheduled report export fails on the network drive . . . . . . . . . . . . . . . 3140 Cannot activate scheduled reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3142 Historical reports display and print in portrait orientation . . . . . . . . . . . . . 3147 Errors occur when exporting large reports to PDF . . . . . . . . . . . . . . . . . . . 3148 Fonts are missing in Report Creation Wizard. . . . . . . . . . . . . . . . . . . . . . . 3149 Section K: Access and Partition Management problems 3151 Cannot view agents or skillsets in User Defined Partitions view . . . . . . . . 3152 No Supervisors Defined error messages appear in Contact Center Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3153 Cannot create Report Groups due to failure of XML counter upgrade . . . 3155 Section L: Other CCMA component problems 3157 Problems with Select All in CCMA components . . . . . . . . . . . . . . . . . . . . 3158 About:blank Web site blocked by IE Enhanced Security Configuration . . 3160 Problems with the Configuration Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3161


xxi

Standard 6.14

Glossary Index

3163 3203

xxii


part 1Overview


23

Standard 6.14

24


Chapter 1

Getting startedIn this chapterNew in this release Overview About Contact Center Release 6.0 How to use this guide Skills you need Related documents How to get help 26 36 38 43 45 46 50


25

Getting started

Standard 6.14

New in this releaseThe following sections detail what is new in the Nortel Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server (2972183-218) for release 6.14. Features on page 26 Other changes on page 33

FeaturesSee the following sections for information about feature changes: Contact Center portfolio rebranding on page 27 Classic Client not available on page 27 Updated Contact Manager Administration features on page 27 Contact Center Server Utility on page 28 Default ACD Queue Management on page 28 Increase in configured agents on page 28 Increase in call variables on page 29 Increase in skillsets per agent on page 29 Reporting on page 29 Configuration improvements on page 31 Scripting improvements on page 32 GIVE IVR on page 32 Simplified installation for Contact Center Multimedia on page 32 Unified reporting and administration on page 32 Improved agent interaction on page 32 Increase in number of contacts handled on page 33 Storage capacity on page 33

26


January 2008

Getting started

Contact Center portfolio rebranding For Release 6.0, the Symposium portfolio is rebranded as the Nortel Contact Center portfolio. Many of the application names within the Contact Center portfolio are updated to align with the overall portfolio. This feature affects all sections. Classic Client not available The Classic Client software is not part of Contact Center 6.0. A number of the features are available in the Contact Center Manager Administration. The remaining server maintenance and monitoring utilities (MAS) are part of the Contact Center Server Utility. Updated Contact Manager Administration features The following list of features describes Classic Client functionality that is now available only in the Contact Center Manager Administration application: Historical ReportingView and print historical reports schedules, modify report templates on a network drive, and print access and partition management information. Real-Time ReportingDisplay real-time skillset reports, including or excluding non-staffed skillsets, select filters for Real-Time Displays, and configure colors for tabular displays where threshold level values are less than one. Access Partition ManagementConfigure Contact Center Manager Administration users; access levels for access classes, users, partitions, and report groups; and enhanced real-time and historical reporting access classes. Contact Center ManagementConfigure access levels for agent to skillset and agent to supervisor assignments, view the schedule of agent to skillset and agent to supervisor assignments, choose priority or standby from a drop-down menu in agent to skillset assignments, display the current status of an agent, and change all agents in an agent to supervisor assignment to one supervisor simultaneously. The database contains a new column in the application and skillset views to hold the contact type. ConfigurationSynchronize data from the Network Contact Center to a particular site in the network and view routing table assignment schedules.


27

Getting started

Standard 6.14

ScriptingUse a Web-based integrated script manager, a larger script editor window, view- and sort-enhancements for script variables and scripts, and print a script variable reports, including values, to export the report to Crystal-supported export formats. AuditingLog information (for example, changes to users, access classes, partitions, report groups, scripts, and so on) in addition to the configuration audit changes. These features are compatible with both Contact Center Manager Server and Symposium Call Center Server Release 5.0. Contact Center Server Utility The Server Utility enables you to monitor and maintain Contact Center Manager Server Release 6.0. The Server Utility provides functionality that is not available through Contact Center Manager Administration. The Server Utility maintains the look and feel of the Symposium Call Center Server Classic Client and can be installed on a stand-alone Windows Server 2003, Windows 2000 Professional or Windows XP Professional PC, or it can co-reside with the Contact Center Manager Server. In a network, the Contact Center Server Utility can co-reside with the Network Control Center (NCC) Server.ATTENTION

NCC is not supported in a co-resident environment where Contact Center Manager Administration is installed.

Default ACD Queue Management A Contact Center administrator can use Contact Center Manager Administration to assign a default ACD Queue to an agent. This default ACD Queue is delivered to the switch during the agent logon process. The Contact Center administrator now controls moving agents of similar skillsets to the same ACD Queue so that, during the default behavior of the switch, agents of similar skillsets receive relevant calls. This feature is supported only on the Meridian 1 PBX/Communication Server switch platform. Increase in configured agents The maximum number of configured agents increased from 6000 to 10,000 per application or node.28 Contact Center Manager Server

January 2008

Getting started

Increase in call variables The maximum number of available call variables increased from 20 to 50. Increase in skillsets per agent The maximum number of skillsets assigned to an agent increased from 50 to 100. Reporting Several reporting improvements are outlined: Virtual network skillset calls offered and calls abandoned statistics are added to the Skillset view. These statistics provide a consistent view of activity across a virtual skillset. New application historical statistics include TalkTime, PostCallProcessingTime, WaitTime, DNOutExtTalkTime, and DNOutIntTalkTime. New skillset historical statistics include PostCallProcessingTime, TalkTime, WaitTime, DNOutExtTalkTime, and DNOutIntTalkTime. Application call answer delay and call abandoned delay pegging is more accurate: statistics are calculated from the time the call enters the primary application rather than from the Master script. New AgentByApplication and AgentBySkillset statistics include CallsOffered, RingTime, CallsReturnToQ, CallsTransferred, CallsReturnToQDueTimeout, CallsConferenced, DNOutIntTalkTime, and DNOutExtTalkTime. Additional network consolidated views are available for the Network Contact Center, similar to the network consolidated Skillset view. The new views are Application, Agent Performance, AgentByApplication, and AgentBySkillset. Some of the statistics in existing historical reports have a new interpretation due to the effect of multimedia pegging. For example, CallsAnswered statistics are updated to include multimedia contacts and are reinterpreted as Contacts Accepted. Similarly, TalkTime statistics are reinterpreted as Processing Time. For details about the statistics affected and their new definitions, see the Contact Center Historical Reporting and Data Dictionary.


29

Getting started

Standard 6.14

The labels of these statistics as they appear in the reports and the reporting open interface database views are not changed for Release 6.0.

30


January 2008

Getting started

Configuration improvements General configuration improvements to the Contact Center Manager Administration Web-based application include: show an agents personal dialed number (DN) in the title bar of the agent map configure the option to exclude logged off agents from the agent map resize the agent map (upwards) create threshold alerts (flashing text on the agent map) when a threshold is exceeded view threshold timers from billboard properties place data element names on the y-axis of horizontal bar charts show a linked display from the agent map share graphical displays configure collections with additional flexibility add % Service Level formulas to graphical displays change the default background color on billboards add or delete agents in groups change skillset assignments for a group of agents all at once allow users with no assigned partition to create Real-Time Display filters identify agents logged on within the Contact Center Management component apply supervisor changes to multiple agents at once make skillset assignment changes to agents from skillset tabular Real-Time Displays make changes to an agent from agent tabular Real-Time Displays simplify report writing package for customized reports perform Default Queue Management use features from the Classic Client application


31

Getting started

Standard 6.14

Scripting improvements The requirement for Terminal Services is replaced by the script manager as a fully integrated Web-based solution. In addition to providing the functionality previously available, the Web-based scripting manager also provides the ability to: search for unused script variables search and replace within a script highlight the line in the script with an error rename inactive scripts GIVE IVR Contact Center Manager Server supports GIVE IVR script command with Communication Server 2x00. GIVE IVR with VXML is supported for Communication Server 1000/MCS 5100. Simplified installation for Contact Center Multimedia Database software is automated and, where possible, third-party software is silently installed, greatly reducing installation time. In addition, Release 6.0 incorporates individual components into one installation package and provides a common look and feel using industry-standard dialog boxes. Unified reporting and administration For Release 6.0, administrators run multimedia reports using the Report Creation Wizard, and view Real-Time Display information about multimedia contacts on the Contact Center Manager Administration Real-Time Displays. Administrators also configure user and skillset information and supervisor logon functionality in Contact Center Manager Administration. The real-time reporting component from Symposium Web Center Portal Release 4.0 is removed. Improved agent interaction All agent interaction with the server occurs through firewall-friendly Secure Web Services from the Multimedia Server, with the option to configure the system to transmit all data between the client and the sever in encrypted form using SSL.

32


January 2008

Getting started

Increase in number of contacts handled The Contact Center Multimedia server handles up to 2500 contacts per hour. This maximum applies to all multimedia contact types. Storage capacity The Contact Center Multimedia database supports 12 months of storage based on an average contact size of 2 million contacts.

Other changesSee the following sections for information about changes that are not featurerelated. Installation procedures for LinkPlexer on page 33 IP address for co-resident LinkPlexer on page 33 Updated GIVE IVR on page 34 Procedure added to change NGenSys password for MAS Backup and Restore service on page 34 Update to Troubleshooting chapter on page 34 Procedure added to License Manager chapter on page 34 New change server name and IP address appendix on page 34 Upgrading a co-resident 5.0 to a co-resident 6.0 server (same or new server) scenario on page 1-34 Installation procedures for LinkPlexer Installation procedures for LinkPlexer was added to the postinstallation steps. This includes installing the iButton software and using Tracker. IP address for co-resident LinkPlexer If LinkPlexer co-resides on the Contact Center Manager Server, enter the IP address for the Contact Center Manager Server. This note was added to the LinkPlexer installation procedure.


33

Getting started

Standard 6.14

Updated GIVE IVR The postinstallation section of each scenario has extended GIVE IVR information, including: information about SNPA and DialPlan values procedure on configuring Give IVR in Contact Center Manager Server Procedure added to change NGenSys password for MAS Backup and Restore service When you change the NGenSys password, you must change the MAS Backup and Restore password associated with NGenSys. This procedure was added to the postinstallation tasks in all scenarios. Update to Troubleshooting chapter Troubleshooting chapter was updated with Contact Center Manager Administration issues. Procedure added to License Manager chapter A new procedure to change from a Nodal to a Corporate license is added to the License Manager chapter. New change server name and IP address appendix A new appendix, Change server name and IP address, was added. This appendix covers changing the server name and IP address of all Contact Center Release 6.0 servers, including co-resident and Standby Server configurations. This appendix replaces the following sections previously found in Chapter 8, Manage the server. Change the computer name Change the IP address To view the appendix, see Appendix E, Change the names or IP addresses of servers. Upgrading a co-resident 5.0 to a co-resident 6.0 server (same or new server) scenario This scenario was replaced with following two scenarios: Upgrading a co-resident 5.0 to a co-resident 6.0 server (same server)

34


January 2008

Getting started

Upgrading a co-resident 5.0 to a co-resident 6.0 server (new server) To view these upgrade scenarios, see Upgrade a co-resident 5.0 to a co-resident 6.0 server (same server) on page 651 and Upgrade a co-resident 5.0 to a co-resident 6.0 server (new server) on page 1145.


35

Getting started

Standard 6.14

OverviewThis chapter describes Contact Center Manager Server and provides guidelines on how to use this guide. The Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server provides information and procedures to help you complete the following tasks: understanding the requirements for a Contact Center Manager Server Release 6.0 server platform connecting external or peripheral hardware components configuring the Windows Server 2003 (Enterprise or Standard) operating system installing and configuring pcAnywhere installing the Contact Center Manager Server software installing the License Manager software installing the Server Utility software installing and uninstalling Performance Enhancement Packages (PEPs) and Service Update packs managing security on the co-resident server monitoring events on the co-resident server backing up and restoring data using License Manager using Server Utility troubleshooting co-resident server problems

36


January 2008

Getting started

Who should read this guideThis guide is intended for: Nortel installers and distributors who are responsible for installing and maintaining Contact Center Manager Server or upgrading from an earlier release of Symposium Call Center Server (SCCS) software to Contact Center Manager Server administrators who are responsible for monitoring and maintaining the Contact Center Manager Server

Access rightsThis guide is based on the assumption that you have the privileges and access rights required to perform the procedures in this guide. For more information, see the Contact Center Manager Administrators Guide.

License ManagerSome features described in this guide are optional. The License Manager software provides access to these features. You install License Manager on the same server on which you installed the Contact Center Manager Server software. Fields and commands for features that you did not purchase are not available.


37

Getting started

Standard 6.14

About Contact Center Release 6.0Contact Center Release 6.0 provides a Contact Center solution for varied and changing business requirements by offering a suite of applications that includes call processing agent handling management and reporting networking (for Communication Server 1000/Meridian 1 PBX systems only) third-party application interfaces In addition to Contact Center Release 6.0 components, the Contact Center requires a switch for telephony services and voice network connectivity and an optional front-end IVR system for voiceprocessing capabilities.

ArchitectureInstallation architecture consists of: Stand-alone installationOnly Contact Center Manager Server is installed on a server (with License Manager and Server Utility). For more information, see the Contact Center Manager Server Installation and Maintenance Guide. Co-resident installationContact Center Manager Server and Contact Center Manager Administration are installed on the same server (with License Manager and Server Utility. You can also install the Communication Control Toolkit on this server. Licensing architecture consists of: Nodal licenseOnly one occurrence of each product is configured in the network. You can install each product as a stand-alone server or a coresident server. The following diagram illustrates a nodal package managing stand-alone servers.

38


January 2008

HDX Application Server

Call Server

Media Gateway Signaling Server CCMS CCMA NCC CCMM CCTVGMCCallPilot CallPilot Web Server OTM

Customer LAN

ELAN subnet

DHCP External Server Web Server

VGMC

VGMC

DNS

POP3/SMTP Mail Server

Routing Firewall Switch (Optional)

Enterprise LAN / WAN

MCS Mgmt/ Accnt Server Nortel Media Application Servers

Installation and Maintenance Guide for the Co-resident ServerNortel server subnet (Managed Ethernet Switch for example, BPS 2000, Baystack 450, and so on) VPN Router 1100 Modem DMZ (Optional) TACACS or RADIUS Gateways

MCS Database Server

MCS Application Server (SIP Proxy/Registrar)

MCS IP/Web Client Manager

PSTN

Internet

Firewall

Modem Remote-Support Remote-Agent

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Corporate licenseMore than one occurrence of any product is configured in the network. Products are installed either stand-alone or coresident.The following diagram illustrates corporate licensing.

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Call Server

Media Gateway CCMS CCMA CCMM CCTVGMC VGMC VGMC

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ELAN subnet Signaling CallPilot Server

Nortel server subnet VPN Router 1100 ModemHDX Application Server

Customer LAN

ELAN subnetX.25 (optional)

LinkPlexer CCMSCS 2x00 (EIU/ Compact Call Agent) DNS

CCMA IVR Firewall (Optional)POP3/SMTP Mail Server

DHCP External Server Web Server

CCT

Nortel server subnet VPN Router 1100 Modem TACACS or RADIUS DMZ (Optional)

Enterprise LAN / WAN

VGMC

VGMC

VGMC

Installation and Maintenance Guide for the Co-resident ServerPST N InternetRemote-Support Remote-Agent Modem Firewall Media GatewayCall Server

ELAN subnet CallPilot

CCMS CCMA CCMM CCT Signaling Server Nortel server subnet VPN Router 1100 Modem

Getting started

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Supported switchesContact Center Manager Server supports the following switches: Communcation Server 1000/Meridian 1 PBX Communication Server 2x00/DMS MCS 5100 and Session Initiation Protocol (SIP)-enabled CS 1000 for SIPenabled Contact Center integration

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Getting started

How to use this guideThis guide covers topics such as installing all components of Contact Center Manager Server, upgrading or migrating the server software, backing up and restoring data, and maintaining the server. This guide includes a detailed table of contents and an index to help you find specific information or procedures related to server installation and maintenance. The Getting started section focuses only on the most common tasks. If the task you want to perform is not listed, use the table of contents or index to find the information you need.

Where to start in this guideThe following table provides pointers on where to start for common procedures.If you want to do this Start here

Install the co-resident server Install the Server Utility Uninstall Contact Center Manager Server Install and configure the pcAnywhere 11.5 software

Chapter 3, Install the co-resident server software Chapter 10, Install the Server Utility software (standalone) Chapter 14, Uninstall and reinstall Contact Center Manager Server Chapter 13, Configure and uninstall pcAnywhere

Upgrade from Symposium Call Chapter 5, Upgrade a co-resident 5.0 to a co-resident Center Server 6.0 server (same server) Migrate from a Contact Center Chapter 7, Migrate a co-resident server to a new Manager Server installation to platform a new server Back up and restore Contact Center Manager Server data Chapter 11, Back up data


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If you want to do this

Start here

Recover your server Install and uninstall Performance Enhancement Packages (PEPs), Service Updates (SU), and Service Update Supplements (SUS) Understand License Management Start and stop the Contact Center Manager Server

Chapter 12, Restore data Chapter 9, Install and uninstall patches

Chapter 2, Licensing Chapter 8, Manage the server

Manage security on the Contact Chapter 16, Manage security Center Manager Server Monitor events on the Contact AppendixC, Alarms and events Center Manager Server Use Server Utility software Troubleshoot Contact Center Manager Server problems Chapter 10, Install the Server Utility software (standalone) AppendixF, Troubleshoot and support

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Skills you needThis section describes the skills and knowledge you need to use this guide effectively.

Required experience or knowledgeBefore installing the Contact Center portfolio, you need the following experience or knowledge: client/server architecture LAN/WAN networking network security and management Microsoft Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition administration and configuration, including experience with Windows domain administration skills and privileges partitioning server hard drives and booting servers from CD or disk Internet Protocols (IP) performance management troubleshooting


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Related documentsThe following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com).For information about See NTP number

Planning and Nortel Contact Center Manager engineering guidelines, Planning and Engineering Guide and server requirements Nortel Contact Center Manager CapTool Users Guide Server requirements Nortel Contact Center Server and Operating System Requirements Guide

297-2183-934 297-2183-935 297-2183-263

The Contact Center portfolio Required installation and server data Switch configuration

Nortel Contact Center What is New in 297-2183-903 Release 6.0 Nortel Contact Center Installers Roadmap (see www.nortel.com/pic) Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide Nortel Contact Center Manager Switch Guide for Communication Server 2x00/DMS Nortel SIP Contact Center Switch Configuration Guide 297-2183-226 297-2183-931

297-2183-937

297-2183-962 297-2183-212

Server operating system Nortel Contact Center Manager configuration and Server Technical Requirements and requirements Operating System Configuration Guide

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January 2008

Getting started

For information about See

NTP number

Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the co-resident server Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide Nortel Communication Control Toolkit Server Technical Requirements and Operating System Configuration Guide Nortel Contact Center Multimedia Server Technical Requirements and Operating System Configuration Guide Nortel Contact Center 6.0 Security Guide Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List

297-2183-944

297-2183-213

297-2183-215

297-2183-214


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NTP number

Installation, upgrades, migration, and maintenance

Nortel Contact Center Manager Server Installation and Maintenance Guide Nortel Contact Center Manager Server Installation and Maintenance Guide for the co-resident Server Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server Nortel Contact Center Manager Administration Installation and Maintenance Guide

297-2183-925

297-2183-218

297-2183-219

297-2183-926

Nortel Communication Control 297-2183-946 Toolkit Installation and Maintenance Guide Nortel Contact Center Multimedia Installation and Maintenance Guide 297-2183-929

Nortel Media Application Server 297-2183-227 Installation and Configuration Guide for Contact Center 6.0 Scripting Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX Nortel Contact Center Manager Scripting Guide for Communication Server 2x00/DMS Nortel Contact Center Manager Database Integration User Guide Administering Contact Centers48

297-2183-930

297-2183-936

297-2183-940 297-2183-927

Nortel Contact Center Manager Administrators Guide


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Getting started


NTP number

Supervising Contact Centers Reporting Handle contacts

Nortel Contact Center Manager Supervisors Guide Nortel Contact Center Historical Reporting and Data Dictionary

297-2183-928 297-2183-914

Nortel Contact Center Agent Desktop 297-2183-945 User Guide


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How to get helpThis section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult the Troubleshooting section of this guide.

Finding the latest updates on the Nortel Web siteThe content of this documentation is current at the time the product is released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links:Link to Takes you directly to

Latest software

The Nortel page for Contact Center is located at www.nortel.com/espl.

Latest documentation The Nortel page for Contact Center documentation is located at www.nortel.com/helmsman.

Getting help from the Nortel Web siteThe best way to get technical support for Nortel products is the Nortel Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can download software and related tools download technical documents, release notes, and product bulletins sign up for automatic notification of new software and documentation search the Support Web site and Nortel Knowledge Base for answers to technical issues open and manage technical support cases

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Getting started

Getting help over the phone from a Nortel Solutions CenterIf you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the following Web site to obtain the phone number for your region: www.nortel.com/callus

Getting help from a specialist by using an Express Routing CodeYou can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: www.nortel.com/erc

Getting help through a Nortel distributor or resellerIf you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.


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Chapter 2

Installation & Maintenance Guide for Co-resident Server

Documents

Transcript of Installation & Maintenance Guide for Co-resident Server