NN44400-514_01.03_RoutineMaintenance

8/7/2019 NN44400-514_01.03_RoutineMaintenance

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Nortel Contact Center

Routine Maintenance

NN44400-514


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Document status: StandardDocument issue: 01.03Document date: 26 February 2010Product release: Release 7.0Job function: AdministrationType: Technical DocumentLanguage type: English

Copyright 2009-2010 Nortel Networks.All Rights Reserved.

While the information in this document is believed to be accurate and reliable, except as otherwiseexpressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUTWARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information

and/or products described in this document are subject to change without notice.Nortel, Nortel Networks, the Nortel logo, the Globemark, Meridian 1, and Succession aretrademarks of Nortel Networks.

All other trademarks are the property of their respective owners.


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Nortel Contact CenterRoutine Maintenance

NN44400-514 01.03 StandardRelease 7.0 26 February 2010

Copyright 2009-2010, Nortel Networks

Contents

New in this release 5Features 5

Backup and restore procedures 5

Redundancy and Resiliency 5

Common patch viewer 6

Other changes 6

No support for Meridian Mail 7

Sybase database replaced 7

Multiple database backups allowed 7

Introduction 8

Routine Maintenance fundamentals 9Backup information 9

Service Update information 10

Security updates 10

Operating system updates 11

Routine maintenance tasks for the Contact Center Manager Serverand Contact Center Toolkit 12

Creating a backup location 12

Performing an immediate backup of the database 14

Scheduling a backup of the database 16

Recovering a scheduled backup 18

Backing up the Database Integration Service 19

Routine maintenance tasks for Contact Center ManagerAdministration 20

Backing up Contact Center Manager Administration 21

Routine maintenance tasks for Contact Center Multimedia 27Creating a backup location 28

Performing an immediate backup of the database 30

Scheduling a backup of the database 32

Recovering a scheduled backup 34

Starting the archive utility 34


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Contents




Archiving by Outbound Campaign 35

Archiving by Email Rule 36

Archiving by Skillset 37

Archiving by Closed Reason 38

Recovering from a failed archive 39

Common routine maintenance tasks 41Downloading the latest Nortel documentation 42

Verifying if installed patches are up-to-date 43

Downloading the latest Contact Center service updates to the server 44

Installing Contact Center software patches 45

Installing the latest operating system service packs 46


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New in this release

The following sections describe whats new in routine maintenanceprocedures for Contact Center 7.0.

Navigation Features (page 5)

Other changes (page 6)

FeaturesSee the following sections for information about feature changes.

Backup and restore procedures (page 5)

Redundancy and Resiliency (page 5)

Common patch viewer (page 6)

Backup and restore proceduresA new common utility is available to back up and restore the database on the

Contact Center Manager Server, Communication Control Toolkit, and ContactCenter Multimedia servers. Using this application, you can create a backuplocation, create an immediate or scheduled backup, and restore backup files.

Redundancy and ResiliencyA new database, Cach from Intersystems, is introduced to Contact CenterManager Server and Communication Control Toolkit. The use of a Cachdatabase enables shadowing, which allows a secondary server to run as awarm standby server that can take over Contact Center management if theprimary, active server goes down. The active Contact Center ManagerServer, Communication Control Toolkit server, and the Contact CenterMultimedia server can be shadowed by the corresponding standby servers. Incase of a failure of the active server, the standby server can immediately takeover the functions with minimal loss of data.


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New in this release




If a communication error occurs, an application fails, or the network orhardware fails, processing automatically switches from the active server to thestandby server with no user intervention. Replication of data in this release ofContact Center is peer to peer, which eliminates the need for a separateReplication Server, and reduces down time and additional hardware.

It is important to note that the combination of software applications on thestandby server must match the active server. If the active server has ContactCenter Manager Server installed on drive D, and Communication ControlToolkit installed on drive E, then the standby server must be the same.

Redundancy and Resiliency is supported for Communication Control Toolkitonly when Communication Control Toolkit is on a domain. If CommunicationControl Toolkit is in a workgroup, Redundancy and Resiliency is notsupported.

Contact Center Multimedia shadowing operates similarly to release 6.0, but itnow uses the common Redundancy and Resiliency utility for configurationand manual switchover between the primary and redundant server.

Common patch viewerA new Contact Center Patch Manager utility supports a more automatic patchinstallation and management process. The Contact Center Patch Managersupports the following applications:

Contact Center Manager Server

Contact Center Manager Administration

Communication Control Toolkit

Contact Center Multimedia

Server Utility

Service Creation Environment

License Manager

Contact Center common component patches

Other changesSee the following sections for information about other changes.

No support for Meridian Mail (page 7) Sybase database replaced (page 7)

Multiple database backups allowed (page 7)


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New in this release




No support for Meridian MailNortel does not offer support for Meridian Mail in this release of ContactCenter.

Sybase database replacedSybase database, used in Contact Center 6.0, is replaced by the Cachdatabase in Contact Center Manager Server and Communication ControlToolkit.

Multiple database backups allowedContact Center stores up to seven backup files at each server location. Thebackup files are stored in numbered backup directories (for example,Backup_1, Backup_2). File storage is circular and, if necessary, the oldestbackup file is deleted to allow new backup files to be stored at a location.

When you restore a database, the most recent backup file is automatically

restored. If you want to restore an older database, the system administratormust manually copy backup files from an older backup folder to the mostrecent backup folder.


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Introduction

The Nortel Contact Center Routine Maintenance(NN44400-514) guidecontains the procedures required for routine maintenance in Contact Center.

Prerequisites Read the Nortel Contact Center Overview(NN44400-111) guide.

Read the Nortel Contact Center Fundamentals(NN44400-110) guide.

Read the Nortel Contact Center Planning and Engineering(NN44400-210) guide.

Complete the Nortel Contact Center Installer Roadmap(NN44400-310).

Read the Nortel Contact Center Installation(NN44400-311) guide.

Understand the Contact Center features that you purchased.

Install, upgrade, or migrate your Contact Center software.

Commission your Contact Center software.

Navigation Routine Maintenance fundamentals (page 9)

Routine maintenance tasks for the Contact Center Manager Server andContact Center Toolkit (page 12)

Routine maintenance tasks for Contact Center Manager Administration(page 20)

Routine maintenance tasks for Contact Center Multimedia (page 27)

Common routine maintenance tasks (page 41)


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Routine Maintenance fundamentals

This chapter describes the background information that you need to performthe required routine maintenance tasks on your Contact Center servers.Routine maintenance is performed at regular intervals to protect data.

Navigation

Backup information (page 9) Service Update information (page 10)

Security updates (page 10)

Operating system updates (page 11)

Backup informationNortel recommends that all contact centers perform regular backups ofContact Center databases to a secure network drive or a tape drive. Regularbackups help your contact center to recover from events such as data lossand damage due to disk failures and power outages.

You can use the Database Maintenance Utility to back up and restore thedatabase on the Contact Center Manager Server, Communication ControlToolkit, and Contact Center Multimedia servers. If your contact center isrunning with a standby server, ensure that you back up the primary server, notthe standby server, to back up the most current data.

Nortel recommends that you take the backups for the servers all at the sametime. Likewise, when you restore a database, restore all databases to ensurethe data is consistent across the Contact Center suite.

You can use the Nortel Backup and Restore utility to back up a preselected

series of Contact Center Manager Administration files (including HistoricalReporting files, ADAM files, and database files).

If you work on a co-resident installation, you can use the same utilities,depending on what type of server you are backing up.


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You can schedule single or multiple backup tasks on a daily, weekly, ormonthly basis. However, you cannot use this utility to back up operatingsystem files or data files that are not related to Contact Center ManagerAdministration.

Contact Center maintains a maximum of seven backup folders in the backuplocation. The most recent backup file is in folder ..\backup_1\. The otherbackup folders, backup_2, backup_3, and so on, contain progressively olderbackup files. When a new backup (either manual or scheduled) is performed,all existing backup folders update to reflect the order of the backup taken.When the maximum number of backup folders is reached, the oldest backupis discarded and replaced with the second-oldest backup. All other backupfiles are adjusted to reflect the order they were performed.

Service Update informationNortel supplies Service Update (SU), Service Update Supplement (SUS), and

Designer Patches for updates to Contact Center server. SU patches provideplanned product updates and bug fixes. Each SU contains the latest fixes andthe content of all previous SUs and SUSs. Each SUS provides urgent,individual fixes required before the next SU is available. Designer Patches arecritical patches that are released to a limited number of customers to addressspecific customer issues. Designer Patches are posted to a secure Nortellocation and installed on the recommendation of Nortel support.

When you install the latest SU, the installation program automaticallyuninstalls the previous SU and all SUSs in the SU. Because of this, do notuninstall a SU or SUS before you install the latest SU.

Any SUs and SUSs available at the time of shipping are included on theContact Center software DVD. For ongoing updates, you can locate all SUsand SUSs on the Nortel Network Web site www.nortel.com/support.

Security updatesNortel recommends that you create a systematic and accountable process toidentify and apply required security updates. Due to the urgent nature ofsecurity vulnerabilities to the system, you must establish and follow securityguidelines and promptly install any security patches issued by Microsoft.

Back up your Contact Center applications before applying any security

patches to the system so that you can rollback the system, if necessary. IfContact Center does not function properly after you apply a Microsoft securitypatch, then you must remove the patch and revert to the previous version ofContact Center.


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Operating system updatesDownload the latest supported operating system service pack from the Nortelhotfixes list to ensure that your Contact Center server software functionscorrectly with the supported operating system patches.


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Routine maintenance tasks for theContact Center Manager Server andContact Center Toolkit

Use the tasks described in this chapter to maintain the Contact CenterManager Server and Contact Center Toolkit.

Ensure that you perform the maintenance tasks for both servers at the sametime.

Prerequisites for routine maintenance tasks for the Contact Center

Manager Server and Contact Center Toolkit Install and configure Contact Center Manager Server.

Install and configure Contact Center Toolkit.

Navigation

Creating a backup location (page 12) Performing an immediate backup of the database (page 14)

Scheduling a backup of the database (page 16)

Recovering a scheduled backup (page 18)

Backing up the Database Integration Service (page 19)

Creating a backup locationCreate a backup location on your network with the correct access permissionsto ensure that you have a designated location for the backup file.

If you use tapes for your backups, you do not need to create a backupdestination.


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Routine maintenance tasks for the Contact Center Manager Server and Contact Center Toolkit




Prerequisites Ensure that you log on with a user account with full permissions to access

the location where you store the database backups.

Procedure steps

Step Action

1 Click Start, All Programs, Nortel, Contact Center, Database Utilities,

Database Maintenance.

2 In the Database Maintenance dialog box, click Backup Locations.

3 In the right pane, click Create.

4 From the Drive Letter list, select a drive letter.

5 In the UNC Path text box, type the location to which to backup the database

6 In the Username box, type the user name used to log on to the serverspecified in the UNC Path box.

7 In the Password box, type the domain password.

8 Click OK.

--End--

Variable definitions

Variable Value

Drive Letter The drive letter representing the destination for thebackup file.

UNC Path The Uniform Naming Convention (UNC) path,which is the IP Address and folder name of the

server destination for the backup file.

For example, the UNC path can be\\192.167.140.0\dbbackup.

Username The user name, including server name and username for the backup destination server.

For example, the Username can be

192.167.140.45\administrator.Password The password for the user that you configure for

the backup location.


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Performing an immediate backup of the databasePerform an immediate backup of the database to save the current data. It isimportant to complete this procedure after you complete your installation orwhen any significant change occurs in the database, so that you can restore

the database easily.

You can back up one or more Contact Center databases at one time. Thebackup folder contains separate backup files for each database or folder youselect.

If your contact center is running with a standby server, ensure that you backup the primary server, not the standby server, to back up the most currentdata.

Nortel recommends that you perform backups during low traffic periods.CCMS Services are not shut down during backups.

Prerequisites Create a backup location if you want to use a network location for your

backup.

Know which applications you are backing up.

Procedure steps

Step Action



2 In the Database Maintenance dialog box, in the left pane, click ImmediateBackup.

3 In the Media Type section, select the Tape Drive or Network Diskoption.

4 In the Applications section, select the check box beside each application

you want to back up.

5 From the Backup Location list, select the network drive where you want to

store the backup.

6 Click OK.

7 Click Yes to confirm your choices.8 Use the Progress information field to monitor the progress of the backup.

9 Click Exit to close the Database Maintenance utility.

--End--


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Variable Value

Applications The Contact Center application databases that you

can back up. CCMS: Contact Center Manager Server

database

CCT: Communication Control Toolkit database

CCMM: Contact Center Multimedia database

ADMIN: common database for all Contact

Center applications

If an application is not available, you cannot select

it.

Backup Location The destination for the network disk. The values

are configured in the Backup Locations.

Media type The type of media used for your backup file. You

can use a network disk location or a tape drive. Ifyou use a network disk location, you must

configure a destination before you can back up thefile.


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Scheduling a backup of the databaseSchedule a backup of the Contact Center Manager Server database to savethe data regularly. You must regularly back up the database to ensure youalways have current information in case you need to restore the data.

Contact Center stores up to seven backup files at each server location. Thebackup files are stored in numbered backup directories (for example,Backup_1, Backup_2). File storage is circular and, if necessary, the oldestbackup file is deleted to allow new backup files to be stored at a location.

You can back up one or more databases at one time. The backup foldercontains separate folders for each application you select. If you have two ormore scheduled backups occurring at the same time, the backups are queuedand only one backup runs at a time.

You can verify that a scheduled backup ran successfully by viewing Contact

Center events. After the backup, an event message will include the scheduledbackup by name and indicate if it has finished successfully or if it has finishedwith an error. Details of the error are included.

Prerequisites Create a backup location.


Procedure steps

Step Action



2 In the Database Maintenance dialog box, in the left pane, click ScheduledBackup.


4 Under General Properties, in the Name box, type a name for the scheduled

backup.

5 From the Media Type list, select Network Drive.

6 In the Start Date box, type the date on which to begin scheduled backups.

ORClick the calendar icon and select a date on which to begin scheduledbackups.

7 In the Start Time box, select the time to start the backup.

8 From the Backup Location list, select a drive to store the backup.

9 From the Frequency list, select the frequency of the backup.


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10 Under Applications, select the check box beside the applications you wantto back up.

11 Click OK.


--End--


Variable Value

Applications The Contact Center application databases that youcan back up.

CCMS: Contact Center Manager Serverdatabase




Center applications

If an application is not available, you cannot select

it.



Frequency The frequency of the backup. You can choose fromdaily, weekly, monthly, or run once.

Media type The type of media used for your backup file. Youcan use a network disk location or a tape drive. Ifyou use a network disk location, you must


Name Identifier for the scheduled backup. You mustidentify each backup with a unique name.


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Recovering a scheduled backupRecover a scheduled backup if an error occurs while the backup is running. Ascheduled backup failure can occur for several reasons, for example, if thebackup location is not available or if there is not enough space to save the

backup file. If an error occurs, the scheduled backup will stop running and anevent will be created. The event can be viewed using Windows Event Viewer.

Prerequisites Ensure that you view the event in Windows Event Viewer and address the

reason why the scheduled backup failed.

Procedure steps

Step Action

1 Click Start, All Programs, Nortel, Contact Center, Database Utilities,Database Maintenance.


3 Click the name of the scheduled backup you want to recover.

4 Click Recover.

5 Click OK.

The error is cleared and the scheduled backup is recovered to run the nexttime it is scheduled.

--End--


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Backing up the Database Integration ServiceBack up the Database Integration Service to back up the currentconfiguration. Nortel recommends that you perform manual backups on thecurrent configuration and that you refresh the backups after using the

Database Integration Wizard to make changes. The Database IntegrationWizard backup and restore is not included in the Contact Center Managerbackup and restore process.

Prerequisites Ensure that you export only the ODBC DSNs created for use with the

Database Integration Wizard. Some Contact Center Manager DSNsreference a computer host name or IP address. If you export the entireODBC folder and restore these DSNs after an IP address or host namechange, the server can malfunction.

Procedure steps

Step Action

1 On the Contact Center Manager Server, click Start, Run.

2 In the Open box, type regedit.

3 Click OK.

4 In the Registry Editor, open the key

HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\ICCM\HAI

5 From the File menu, select Export.

6 In the Export Registry File dialog box, type a name and location in whichto store the configuration file.

7 Click Save.

8 In the Registry Editor, open the key

HKEY_LOCAL_MACHINE\SOFTWARE\ODBC

9 From the File menu, select Export.

10 In the Export Registry File dialog box, type a suitable name and locationto use for storing the ODBC configuration file.

11 Click Save.

12 Close the Registry Editor.

--End--


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Routine maintenance tasks for ContactCenter Manager Administration

You must regularly back up the primary Contact Center ManagerAdministration server for the following reasons:

To avoid loss of data in the event of a server failure: Nortel

recommends that you schedule backups and back up your Contact CenterAdministration data at least once a day (or more frequently, based on yourcontact center requirements). Schedule backups during periods of lowactivity.

If you upgrade Contact Center Manager Administration or if youmigrate Contact Center Manager Administration to a new server: Youmust perform a full backup of your Contact Center ManagerAdministration before you perform either task.

To keep data synchronized between Contact Center ManagerAdministration and Contact Center Manager Server: You must backup and restore Contact Center Manager Administration data and your

Contact Center Manager Server data at the same time to ensure yourcontact center functions correctly. If the Contact Center Manager Serverfiles change infrequently, you can back up only the Contact CenterManager Administration data.

In a co-resident environment, when you perform a backup of the ContactCenter Manager Server, you must ensure that you back up the entireserver and the associated databases, including Contact Center ManagerAdministration. This ensures that the data between the two applications isalways synchronized. Furthermore, you must store both backups in thesame location.


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Routine maintenance tasks for Contact Center Manager Administration




If you install replicating server, you must still perform regular backups. UnlikeADAM replication, backups provide snapshots of your Contact CenterManager Administration data files at moments in time. Backing up data andnot using ADAM replication as the only method of backing up Contact CenterManager Administration data is important for the following two reasons:

Not all Contact Center Manager Administration data is stored in ADAMand therefore is not replicated.

You cannot use replication to roll back data to a specific time, which maybe required.

In addition to backing up files, you must record your Real-Time Reportingconfiguration settings and your Emergency Help configuration settingswhenever these settings change. During the restoration process, you mustmanually reconfigure these settings.

Prerequisites for routine maintenance tasks for Contact CenterManager Administration Install Contact Center Manager Administration. See the Nortel Contact

Center Installation Guide.

Commission Contact Center Manager Administration. See the NortelContact Center Commissioning Guide.

Navigation Backing up Contact Center Manager Administration (page 21)

Backing up Contact Center Manager AdministrationBack up the Contact Center Manager Administration data files to save a singlefile that is a snapshot of the preselected Contact Center ManagerAdministration files. Save the backup file to a predefined location on the sameserver or on another server in the same domain.

The Backup and Restore utility is automatically installed on the ContactCenter Manager Administration server when you install the Contact Center

Manager Administration software.


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You can use this utility to back up the files located in the following folders(where C is the drive on which you installed Contact Center ManagerAdministration):

ADAM-specific data stored in the following folders:

C:\Program Files\Microsoft ADAM\C:\Windows\ADAM

Historical reporting template files (both imported and custom) and AuditTrail event logs stored in the following folders:C:\Nortel\Contact Center\Manager Administration\Apps\Reporting\C:\Nortel\Contact Center\Manager Administration\Apps\Common\

The Report Creation Wizard database files stored in the following folder:C:\Nortel\Contact Center\Manager Administration\Server\RCW\Data

A record of displays for real-time reporting exported to the following folder:C:\Nortel\Contact Center\Manager Administration\Apps\Reporting\

An index file for Custom Report Groups stored in the following folder:C:\Nortel\Contact Center\Manager Administration\Apps\AccessMgt\

A record of displays for Emergency Help exported to the following folder:C:\Nortel\Contact Center\Manager Administration\Apps\EmergencyHelp\

The file Backup.bks lists all the individual files that you need to back up. Thisfile is created when you run the utility and is in the following location:

C:\Nortel\Contact Center\Manager Administration\Apps\SupportUtil\

When you back up the files with this utility, the system creates a single file that

you can then use to restore the individual files that were backed up on theserver. By default, this file is called Restore.bkf and is in the same folder.

Prerequisites Map a drive to the server in the domain where you want to back up ADAM.

Ensure that you have write privileges on the server where you want toback up ADAM.

Ensure that you have a user name and password configured withadministrative privileges on the server where you want to back up ADAM.

Procedure steps

Step Action

1 On the Contact Center Manager Administration server, click Start, AllPrograms, Nortel, Contact Center, Manager Administration,

Configuration.


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2 In the left pane of the Configuration window, expand Nortel Networks,Applications.

3 In the Nortel Applications Configuration window, select Backup &Restore.

4 In the right-hand pane, click Backup & Restore.

5 In the Contact Center Manager Administration - Backup and Restore

utility, select the Backup tab.

6 In the Backup window, select File.

7 Accept or change the location of the backup file, Restore.bkf.

8 From the Archive Backup Files Every list, select the number of backupfiles that you want to keep in the backup location.

9 If you want to save the backup file to a tape drive, select Tape and indicatethe Media Pool name of the tape drive by clicking Start, Control Panel,

Administrative Tools, Computer Management, Storage, Removable

Storage, Media Pool, Backup. The Media Pool name is listed in Backupfolder. In the Media Pool text box, type the Media Pool name of the tapedrive. The Media Pool name must match the Media Pool name in the

Backup folder.

10 Click Next.

11 On the Schedule page, select an option to schedule when backups occur.

12 Define the backup schedule, and then click Next.

13 In the Username box on the User Account with Administrative

Privileges page, type a valid administrator user name.

14 In the Password box, type a valid administrator password.

15 If you selected a backup location on another server in a domain, from theDomain list, select the domain. The default option is this computer (for

example, the Contact Center Manager Administration server on which youare logged).

16 Click Finish.

17 Click Close.

--End--


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Variable Value

Archive Backup Files Every You can keep from 2 to 10 backups, or all backups.

This provides the flexibility to retain only the mostrecent backups, if you want to save space in yourbackup location.

Backup file name This is the file that the utility creates when you backup the Contact Center Manager Administration

files. The file contains a snapshot of all ContactCenter Manager Administration files that you back

up.

If you want to change the default name or location

of this file, click Browse, navigate to the location inwhich you want to store the file, and type a new file

name, if desired.

Nortel recommends that you change the name of

the backup file from Restore.bkf toCCMA_7_[SUxx]_Restore.bkf where [SUxx] is

replaced with the last SU or SUS installed.

You can save the file to another server in the same

domain as the Contact Center ManagerAdministration server. To select a file location on

another server in the domain, you must map adrive to that server and you must have read/write

privileges on that server.

Schedule definition You can schedule a task only on the last day of the

month that contains the least number of days.

For example, if you want the backup to run every

month, then you can schedule it to occur on day 28only. However, if you clear February from the

schedule, then the last day of a monthly scheduleis 30. If you clear April, June, September, and

November from the schedule, then the last day ofa monthly schedule is 31.


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Schedule options The time interval for scheduled backups. This canbe:

Daily (to schedule recurring backups once aday)

Weekly (to schedule recurring backups once a

week)

Monthly (to schedule recurring backups once a

month)

One Time Only (to schedule a one-time-only

backup at a time in the future)

Run Now (to back up files immediately after

you enter a valid username and password)

Username and Password Both Username and Password must be configured

with administrative privileges on the server towhich you back up.

Variable Value


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Procedure job aid

Data files stored on Contact Center servers

Contact Center server Data files stored on server Business consequence ofCCMA server failure

Contact CenterManager

Administration server

Schedule informationfor historical reports

Partitions, accessclasses, report groups,

and the Contact CenterManager Administrationusers

Real-time display

configuration data andreal-time display filters

Private historical reports

Contact Center

Management scheduledassignment information

If the Contact CenterManager Administration

server fails, your supervisorsand administrators cannotaccess the Contact Center

Manager Administrationapplication. Therefore,

access to real-time displays,agent desktop display,

schedule information forhistorical reports, and all

data stored on in the

application is interrupted.

Contact CenterManager Server

Agents, supervisors,skillsets and all their

related assignments(accessed through

Contact CenterManagement)

CDNs, DNISs and allother data items

(accessed through theConfigurationcomponent)

If your stand-alone ContactCenter Manager

Administration server fails,calls continue to be routed

according to your definedscripts and your contactcenter can still receive calls

because all user and agent

assignments, CDNs, andDNISs are stored on theContact Center Manager

Server.


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Routine maintenance tasks for ContactCenter Multimedia

The Contact Center Multimedia database contains all multimedia contactsincluding the routing information, customer details, and contact details foremail, outbound, instant messages, and Web communications. Regularmaintenance is required to ensure that the database operates with maximum

efficiency.

It is important to perform database backups regularly and with the ContactCenter Manager Server and Communication Control Toolkit backups to havecurrent information if you need to restore the database. Perform a backupafter you complete your installation or when any significant change occurs inthe database, so that you can restore the database easily.

You can periodically archive the information in the database to reduce thedata stored in the multimedia database.

You can archive data in the database by

Outbound Campaign

Email Rule

Closed Reason

Skillset

Prerequisites for routine maintenance tasks for Contact Center

Multimedia Install and configure Contact Center Multimedia.

If archiving data, determine which archive type to use. Shut down the Multimedia services to prevent issues.


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Routine maintenance tasks for Contact Center Multimedia




Attention: If you manually modify data generated from an archive, the datamay become corrupt, resulting in the failure of future restores based on thedata. For this reason, Nortel cannot support application issues arising frommanual modification of the data generated by the archive process.

Navigation Creating a backup location (page 28)

Performing an immediate backup of the database (page 30)

Scheduling a backup of the database (page 32)

Recovering a scheduled backup (page 34)

Starting the archive utility (page 34)

Archiving by Outbound Campaign (page 35)

Archiving by Email Rule (page 36)

Archiving by Skillset (page 37)

Archiving by Closed Reason (page 38)

Recovering from a failed archive (page 39)

Creating a backup location

Create a backup location on your network with the correct access permissionsto ensure that you have a designated location for the backup file.

If you use tapes for your backups, you need not create a backup destination.

Prerequisites Ensure that you have a user account with full permissions to access the

location for the database backups.

Procedure steps

Step Action



2 In the Database Maintenance dialog box, click Backup Locations.



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4 From the Drive Letter list, select a drive letter.

5 In the UNC Path text box, type the location to which to backup the database

6 In the Username box, type the user name as the user logs on to the serverspecified in the UNC Path text box.

7 In the Password box, type the domain password.

8 Click OK.

--End--


Variable Value

Drive Letter The drive letter representing the destination for the

backup file.

UNC Path The IP Address and folder name of the server

destination for the backup file.

For example, the UNC path can be

\\192.167.140.0\dbbackup.

Username The user name, including server name and user

name for the backup destination server.

For example, the Username can be

192.167.140.45\administrator.

Password The password for the user that you configure forthe backup location.


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Performing an immediate backup of the databasePerform an immediate backup of the Contact Center Multimedia database tosave the current data. It is important to complete this procedure after youcomplete your installation or when any significant change occurs in the

database, so that you can restore the database easily.

You can back up one or more databases at one time. The backup foldercontains separate backup files for each database or folder you select.

If your contact center is running with a standby server, ensure that you backup the primary server, not the standby server, to back up the most current data

Nortel recommends that you perform backups during low traffic periods

Prerequisites Create a backup location if you use a network location for your backup.


Procedure steps

Step Action



2 In the Database Maintenance dialog box, in the left pane, click Immediate

Backup.

3 In the Media Type section, select the Tape Drive or Network Diskoption.

4 In the Applications section, select the check box beside each application

you want to back up.

5 From the Backup Location list, select the network drive where you want to

store the backup.

6 Click OK.

7 Click Yes to confirm your choices.

8 Use the Progress information field to monitor the progress of the backup.

9 Click Exit to the close the Database Maintenance utility.

--End--


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Variable Value

Applications The database and applications of Contact Center

that you can back up. CCMS: Contact Center Manager Server

database




Center applications



Media type The type of media used for your backup file. You

can use a network disk location or a tape drive. Ifyou use a network disk location, you must



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Scheduling a backup of the databaseSchedule a backup of the Contact Center Multimedia database to save thedata at regular intervals. It is important to perform database backups regularlyto have current information if you need to restore the database.

Contact Center stores up to seven backup files at each server location. Thebackup files are stored in numbered backup directories (for example,Backup_1, Backup_2). File storage is circular and, if necessary, the oldestbackup file is deleted to allow new backup files to be stored at a location.

You can back up one or more databases at one time. The backup foldercontains separate backup files for each database or folder you select. If youhave two scheduled backups occurring at the same time, the backup file withthe larger timeframe is performed first. For example, if you have a weeklybackup and a monthly backup scheduled at the same time, the monthlybackup runs first.

You can verify that a scheduled backup ran successfully by viewing ContactCenter events. After the backup, an event message will include the scheduledbackup by name and indicate if it has finished successfully or if it has finishedwith an error. Details of the error are included.

Prerequisites Create a backup location.


Procedure steps

Step Action




4 Under General Properties, in the Name box, type a name for the scheduledbackup.

5 From the Media Type list, select Network Drive.

6 In the Start Date box, type the date on which to begin scheduled backups.

ORClick the calendar icon and select a date on which to begin scheduled

backups.

7 In the Start Time box, select the time to start the backup.


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8 From the Backup Location list, select a drive to store the backup.

9 From the Frequency list, select the frequency of the backup.

10 Under Applications, select the check box beside the applications you wantto back up.

11 Click OK.


--End--


Variable Value

Applications The database and applications of Contact Center

that you can back up.

CCMS: Contact Center Manager Server

database



ADMIN: common database for all ContactCenter applications

Backup Location The destination for the network disk. The valuesare configured in the Backup Locations.

Frequency The frequency of the backup. You can choose from

daily, weekly, monthly, or run once.Media type The type of media used for your backup file. You

can use a network disk location or a tape drive. If

you use a network disk location, you mustconfigure a destination before you can back up the

file.

Name Identifier for the scheduled backup. You can

identify each backup with a unique name.


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Recovering a scheduled backupRecover a scheduled backup if an error occurs while the backup is running. Ascheduled backup failure can occur for several reasons, for example, if thebackup location is not available or if there is not enough space to save the

backup file. If an error occurs, the scheduled backup will stop running and anevent will be created. The event can be viewed using Windows Event Viewer.

Prerequisites Ensure that you view the event in Windows Event Viewer and address the

reason why the scheduled backup failed.

Procedure steps

Step Action



3 Click the name of the scheduled backup you want to recover.

4 Click Recover.

5 Click OK.

The error is cleared and the scheduled backup is recovered to run the nexttime it is scheduled.

--End--

Starting the archive utilityStart the archive utility to configure your archiving settings and to archive orrestore the Contact Center Multimedia database.

Prerequisites Log on to the Contact Center Multimedia Administrator.

Procedure steps

Step Action


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1 In the Contact Center Multimedia Administrator window, expandContact Center Multimedia.

2 Expand Database Administration.

3 Double-click Archive/Restore Utility.

4 Configure your archiving settings or select one of the following methods toarchive your data:

Outbound Campaign (see Archiving by Outbound Campaign (page 35))

Email Rule (see Archiving by Email Rule (page 36))

Skillset (see Archiving by Skillset (page 37))

Closed Reason (see Archiving by Closed Reason (page 38))

--End--

Archiving by Outbound CampaignArchive by Outbound Campaign to archive one complete campaign at a time.If you attempt to archive an active campaign, you receive an error message.The Archive utility archives campaign level information such as the agentscript and associated questions to a file named CampaignArchive.txt, and theall of the contact data associated with the campaign, such as the responsesto script questions and disposition code data to a file namedContactArchive.txt.

A log file of the archive, ArchiveLogFile.txt, is stored in the archive folder youchoose.

Prerequisites Start the archive utility. See Starting the archive utility (page 34).

Procedure steps

Step Action

1 In the archive utility, click the Archive By Outbound Campaign tab.

2 From the Inactive Campaign List, select the outbound campaign you wantto archive.

3 Click the right arrow to move the selected campaign to the list of campaignsto archive.


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4 To include customer data for the contacts in the outbound campaign, clearthe Delete Customer Data check box.

5 In the Archive Description or Comments box, type comments orinformation about this archive.

6 Under Archive to Folder, browse to the folder where you want to store thecurrent archive. The folder location you choose for the archive must contain

no other files.

7 Click Archive.

8 On the calendar, select the date to create your archive.

9 Click Close.

--End--

Archiving by Email RuleWhen you archive data by email rule, the archive date defaults to six monthsbefore the current date. You cannot select the current date. Only closedcontacts within your selected date range are archived.

Attachment files for email messages are archived in an attachment folderunder the folder selected for the archive. All data is archived to a single textfile named ContactArchive.txt. A log file of the archive, ArchiveLogFile.txt, is

stored in the archive folder you choose.


Procedure steps

Step Action

1 On the Contact Center Archive & Restore Utility window, click

Archive\Restore Email Rule.

2 Click the Archive By Email Rule tab.

3 Under the Email Rules List, navigate through the list of mailboxes andselect the rules that you want to archive.

4 Click the right arrow to move the selected rule to the list of items to archive.

5 Repeat steps 3 and 4 for the number of rules you want to archive.


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6 Under Contacts Closed on or Before, click the last date for which you wantto archive contacts.

7 To include customer data for the contacts with the selected items, clear theDelete Customer Data check box.


9 Under Archive to Folder, type or browse to the folder where you want tostore the current archive. The folder location you choose for the archive

must not contain any other files.

10 Click Archive.


12 Click Close.

--End--

Archiving by SkillsetWhen you archive by Skillset, select a skillset from which you want to archivedata. The archive date defaults to six months before the selected date. Youcannot select the current date. Only closed contacts within your selected daterange are archived.

Skillsets that are marked as deleted appear with an asterisk.

All contact data is archived to a single text file named ContactArchive.txt. Alog file of the archive, ArchiveLogFile.txt, is stored in the archive folder youchoose.


Procedure steps

Step Action

1 On the Contact Center Archive & Restore Utility window, clickArchive\Restore Skillset.

2 Click the Archive By Skillset tab.

3 Under the Skillset list, click a skillset that you want to archive.


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Skillsets in the Skillset list marked with an asterisk are no longer in service.

4 Click the right arrow to move the selected skillset to the list of items to

archive.

5 Repeat steps 3 and 4 for the number of skillsets you want to archive.


7 To include customer data for the contacts with the selected items, clear the

Delete Archive Customer Data check box.

8 In the Archive Description or Comments box, type comments or

information about this archive.

9 Under Archive to Folder, type or browse to the folder where you want to

store the current archive. The folder location you choose for the archivemust contain no other files.

10 Click Archive.

11 On the calendar, select the date time to create your archive.

12 Click Close.

--End--

Archiving by Closed ReasonWhen you archive by Closed Reason, select a closed reason for which youwant to archive data. When you choose to archive by closed reason, thearchive date defaults to six months before the selected date. When youarchive data, you cannot select the current date. Only closed contacts withinyour selected date range are archived.

Closed reasons that are marked as deleted appear with an asterisk.

All contact data is archived to a single text file named ContactArchive.txt. Alog file of the archive, ArchiveLogFile.txt, is stored in the archive folder youchoose.



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Procedure steps

Step Action

1 On the Contact Center Archive & Restore Utility window, clickArchive\Restore Closed Reason.

2 Click the Archive By Closed Reason tab.

3 Under the Closed Reason List, click a closed reason that you want toarchive.

Closed reasons in the Closed reasons list marked with an asterisk are no

longer in service.

4 Click the right arrow to move the selected closed reason to the list of items

to archive.

5 Repeat steps 3 and 4 for the number of closed reason you want to archive.


7 To include customer data for the contacts with the selected items, clear theDelete Customer Data check box.


9 Under Archive to Folder, type or browse to the folder where you want to

store the current archive. The folder location you choose for the archivemust not contain any other files.

10 Click Archive.


12 Click Close.

--End--

Recovering from a failed archive

You can recover from a failed archive. If you experience a problem with thedatabase or Contact Center Multimedia server during an archive, a messagebox appears.


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This message box indicates one of two things:

a network issue is preventing the client from reporting progress to the userbut the archive is still in progress

a database or server crash is preventing the process from completingsuccessfully.

You can perform only one archive at one time.

Procedure steps

Step Action

1 If the database or server crashed, click OK on the message box to shutdown the Archive utility. When the Archive util ity closes, a message box

indicates how many contacts are outstanding. The archive automatically

restarts.2 Restart the Archive utility to complete the restoration or archive.

--End--


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Common routine maintenance tasks

This chapter describes how to perform routine maintenance tasks in ContactCenter.

Prerequisites for performing common routine maintenance tasks Ensure that you have registered as a user to access the www.nortel.com/

support Web site.

Navigation Downloading the latest Nortel documentation (page 42)

Verifying if installed patches are up-to-date (page 43)

Downloading the latest Contact Center service updates to the server(page 44)

Installing Contact Center software patches (page 45)

Installing the latest operating system service packs (page 46)


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Downloading the latest Nortel documentationDownload the latest Nortel documentation to ensure that you have the mostrecent updates. Updates in the documentation accurately reflect the latestsoftware changes.

Procedure steps

Step Action

1 Log on to the Nortel Web site at www.nortel.com/support.

2 Compare the versions of the documentation on the site with the versionsyou have.

3 If the version number on www.nortel.com is higher than the version numberon the documentation you have, download the latest version of thedocument.

4 Review the Nortel Web site for release notes and readme files.

--End--


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Verifying if installed patches are up-to-dateVerify if installed patches are up-to-date by using the Contact Center PatchViewer to view available patches and to verify the SUs and SUSs that arealready installed on the server. Use the Patch Viewer to view the readme files

associated with each patch.

Prerequisites Look up the latest patches and upgrades for your Contact Center server

at www.nortel.com/support.

Review Nortel Contact Center Upgrade and Patches(NN44400-410) tounderstand how to install missing patches and service updates.

Procedure steps

Step Action

1 On the Contact Center server where you want to view available patches,

click Start, All Programs, Nortel, Contact Center, Common Utilities,Contact Center Patch Viewer.

2 Compare the latest update name in the Patch Viewer with the latest patcheslisted on the Nortel Web site.

--End--


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Downloading the latest Contact Center service updates to the serverDownload the latest Contact Center service updates to the server fromwww.nortel.com/espl to ensure that you have the most current software. Youmust download service updates (SU), service update supplements (SUS),

and designer patches (DP), if applicable.

Prerequisites Ensure that you use an account with administrator privileges on your

server.

Procedure steps

Step Action

1 Log on to the server using an account with administrator privileges.

2 In Windows Explorer, browse to the Supplementary SU folder on theContact Center installation DVD.

3 Download the latest service update .msi file and save it on the Contact

Center server on the drive D:.

4 Register for the ESPL Web site.

5 If a new service update .msi file exists on ESPL, download it and save it on

the Contact Center server.

6 Download all of the service update supplements from the Contact Center

DVD and the ESPL Web site that are associated with the latest serviceupdate.

7 Download all of the designer patches from the Contact Center DVD and theESPL Web site that are associated with the latest service update.

8 Move the .msi files to :Nortel_Support\ProductUpdates\Log.

--End--


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Installing Contact Center software patchesInstall the latest Contact Center software service updates and service updatesupplements to ensure that you have the most current development updates.

The Contact Center Patch Viewer displays patches for installed ContactCenter applications.

Prerequisites Download the latest documentation. See Downloading the latest Nortel

documentation (page 42).

Download the latest appropriate service updates. See Downloading thelatest Contact Center service updates to the server (page 44).

Ensure that you use an account with administrator privileges on yourserver.

Install patches in the following order: Contact Center Common Component (CCCC) patches

service updates (for example, CCMA_7.0_SU_01)

service update supplements (for example, CCMA_7.0_SUS_01,CCMA_7.0_SUS_02)

designer patches (for example, CCMA_7.0_DP_010201)

Procedure steps

Step Action

1 On the server where you are installing the patch, navigate to the folderwhere you downloaded the patch.

2 Double-click the .msi or .msi file associated with the

patch.

3 Follow the instructions presented.

4 Click Start, All Programs, Nortel, Contact Center, Common Utilities,

Contact Center Patch Viewer.

5 Verify that the newly installed patch appears in the Patch Viewer.

--End--


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Installing the latest operating system service packsInstall the latest operating system service packs that are supported forContact Center. You must download the latest supported operating systemservice pack from the Nortel hotfixes list to ensure your Contact Center server

software functions correctly with the supported operating system patches.

Prerequisites Access the Nortel hotfixes list on the Nortel Web site at www.nortel.com.

Perform a backup of all application databases.

Install and configure Microsoft Windows Server 2003 on your server.

Procedure steps

Step Action

1 Review the Contact Center Portfolio Service Packs Compatibility and

Security Hotfixes Applicability List, to determine the latest support operatingsystem patch.

2 Download the appropriate Microsoft Windows Server 2003 service packsappropriate for the server software you installed on the server.

3 Install the latest Windows Server 2003 service pack that is validated with theserver software you installed on the server. Follow the Microsoft installation

instructions.

--End--


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Nortel Contact Center

Routine MaintenanceCopyright 2009-2010 Nortel Networks.

All Rights Reserved.

Publication: NN44400-514Document status: StandardDocument issue: 01.03Document date: 26 February 2010Product release: Release 7.0Job function: AdministrationType: Technical DocumentLanguage type: English

While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in

writing, NORTEL PROVIDES THIS DOCUMENT AS IS WITHOUT WARRANTY OR CONDITION OF ANY KIND,

EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change

without notice.

Nortel, Nortel Networks, the Nortel logo, the Globemark, Meridian 1, and Succession are trademarks of Nortel Networks.

All other trademarks are the property of their respective owners.

To provide feedback or report a problem with this document, go to www.nortel.com/documentfeedback.

NN44400-514_01.03_RoutineMaintenance

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