Nortel Contact Center. Fundamentals NN

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1 NN

2 Document status: Standard Document issue: Document date: 26 August 2010 Product release: Release 7.0 Job function: Type: NTP Language type: English Copyright Nortel Networks All Rights Reserved. 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 design, Meridian 1, and Succession are trademarks of Nortel Networks. Internet Explorer, Windows is a trademark of Microsoft Corporation. All other trademarks are the property of their respective owners.

3 Contents New in this release 9 Features 9 Security Framework 9 Redundancy and Resiliency 10 Common database maintenance utility 11 DVD Controller 11 Upgrades 12 Web services 12 SIP Contact Center compatibility 13 Service Creation Environment 13 Predictive Outbound 13 Tracing 14 Common patch viewer 14 Introduction 15 Navigation 15 Routing options 16 Contact routing at the switch 16 ACD routing 16 Skill-based routing 17 Contact queuing and presentation 17 Multiple skillsets 18 Open Queue 18 Network Skill-Based Routing 19 Destination sites 19 Server preparation 21 Hardware setup 21 Hardware requirement 21 Partitions on the server 22 Database expansion into a new partition 22 Uninterruptible Power Supply 23 Recovery using RAID backups or third-party backups 23 Network setup 24

4 - 4 - Contents Network configuration 24 Computer name and DNS configuration 25 Domains and Windows Server 2003 security policies 26 Software setup 26 Third-party software requirements 27 Supported server operating systems 29 Operating system updates 31 Preinstallation check 32 Contact Center server security 32 Stand-alone server security 32 Network security 33 Server verification 33 Technical support 34 LogMeIn Rescue 34 Microsoft Remote Desktop Connection 34 Virtual Private Network (VPN) 34 Direct-connect modem 36 Client preparation 37 Operating system requirements 37 Citrix environment 37 Other required software 38 Office suites 38 Other Nortel software 38 Internet Explorer 38 Supported switches 41 Nortel Communication Server 1000/Meridian 1 PBX 41 Communication with the Contact Center 42 Switch features 42 SIP and Office Communication Server 43 Integration with Contact Center 44 Features 44 Supported switch platforms 44 Installation fundamentals 45 Installation process 45 Co-resident installations 46 Installation configurations 49 Redundancy and resiliency 50 Contact Center Manager Server 51 Contact Center Manager Administration 51 Communication Control Toolkit 52 Contact Center Multimedia 52 Standby server and network configuration 52

5 - 5 - Contents Agent status during a switchover 53 Common utilities 53 Patch viewer 54 System Control and Monitor Utility 54 Automated Log Archiver 55 Contact Center Process Monitor 56 Trace Control Utility 57 Grace Period Reset 57 Database Maintenance 57 Resiliency & Replication 58 Contact Center Manager Server 59 Installation configuration 59 DVD controller 60 User configuration 60 Default users 60 Services 61 Components 63 Possible co-resident components 64 Operations performed on the server 65 Gather voice and multimedia contacts 65 Contact routing and queuing 65 Multicast communication 66 Network routing 67 Optional configuration tools 67 Programming units 68 Web services 68 License Manager 69 Installation configuration 69 DVD controller 70 User configuration 70 Services 71 Components 71 Possible co-resident components 71 Operations performed on the server 71 Configure and view licenses 72 Understand licensed features 72 Configure license alarms 74 Choose nodal or corporate licensing 74 Configure MPS or CCTIVR 75 Manage redundant license manager 76 Maintain switch considerations 77 Update licensing grace period 78

6 - 6 - Contents Contact Center Server Utility 79 Installation configuration 79 DVD controller 79 User configuration 80 Supported operating systems 80 Components 80 Possible co-resident components 81 Operations performed on the server 81 Monitor and maintain user permissions 82 Configure access classes 87 Reset passwords 88 Monitor system configuration settings and performance 88 Manage alarms and events 89 Schedule backups 90 Contact Center Manager Administration 92 Installation configuration 92 Prerequisites 93 Requirements 93 DVD controller 93 User configuration 93 Default users 94 Services 94 Components 95 Possible co-resident components 96 Operations performed with Contact Center Manager Administration 97 Control access to configuration components 97 Perform off-line configuration 97 Manage users and skillsets for users 98 Create script or flow applications 98 Report real-time data 99 Review real-time reports in Agent Desktop Display 99 Report historical data 100 Configure emergency support for agents 101 Monitor configuration changes 101 Create outbound campaigns 102 Optional tools 102 Data extraction 102 ADAM replication 103 Logon warning message 103 Security Framework 103 Communication Control Toolkit 105 Installation configuration 105

7 - 7 - Contents DVD controller 106 Modes of operation 106 User configuration 107 User accounts 108 Services 108 Components 108 Possible co-resident components 109 Operations performed on the server 109 Monitor call data 110 Configure resources 110 Route and queue contacts 113 Connect with switches 114 Verify connection with switch 114 Optional configuration tools 114 Communication Control Toolkit API 114 Contact Center Multimedia 116 Installation configuration 116 DVD controller 117 User configuration 117 Default users 118 Services 118 Folder structure 118 Components 119 Co-resident components 119 Operations performed on the server 120 Configure outbound settings 120 Configure settings 121 Configure IM settings 122 Configure Web communications settings 123 Configure Predictive Outbound settings 125 Configure Agent Desktop settings 126 Handle contacts 128 View and update customer information 128 Create callbacks 128 Report multimedia data 129 Archive multimedia database content 129 Optional configuration tools 130 Contact Center Standby server 130 Web services 130 Upgrade and migration fundamentals 132 Upgrades versus migrations 132 Supported upgrades and migrations 133 Disk partitioning requirements on the new or re configured server 134

8 - 8 - Contents Co-resident upgrades 134 Multinode upgrades 135 Multinode upgrade with co-resident servers 136 Backup and restore of database files 136 Contact Center Manager Server data files 137 Contact Center Manager Administration data files 137 Communication Control Toolkit data files 138 Contact Center Multimedia data files 139 Timing for backups and restorations 139 Performing one-time or immediate backups 139 Performing scheduled backups 139 Efficient software patching 140 Active and standby servers 140

9 New in this release The following sections describe the new features and changes in Nortel Contact Center 7.0. Navigation Features Features (page 9) See the following sections for information about feature changes: Security Framework (page 9) Redundancy and Resiliency (page 10) Common database maintenance utility (page 11) DVD Controller (page 11) Upgrades (page 12) Web services (page 12) SIP Contact Center compatibility (page 13) Service Creation Environment (page 13) Predictive Outbound (page 13) Tracing (page 14) Common patch viewer (page 14) Security Framework Security Framework is a new platform on which users are configured for multiple applications including Contact Center that allows more security on the network as users log on. The Contact Center Manager Administration Security Framework provides enhanced authentication and session management for Contact Center Manager Administration (CCMA) users and facilitates single sign on between Contact Center Manager Administration and a number of other Nortel applications.

10 New in this release The Security Framework is installed with Contact Center Manager Administration or on a separate server. The identity management framework enables centralized administration for authentication purposes. Single Sign-On (SSO) is part of the identity framework that enables the end user to log on to one application and remain authenticated when navigating to another application. SSO reduces the frequency of re-entering credentials for the same identity A session token authorizes and therefore enables the SSO after a user logs on to the secured framework. SSO is valid only through the same Internet Explorer window. The user must re-authenticate if a new browser window is opened. The following sections describe the Security Framework feature: Security Framework (page 103). Redundancy and Resiliency A new database, Caché from Intersystems, is introduced to Contact Center Manager Server (CCMS) and Communication Control Toolkit (CCT). The use of a Caché database enables shadowing, which allows a secondary server to run as a warm standby server that can take over Contact Center management if the primary, active server goes down. The active Contact Center Manager Server, Communication Control Toolkit server, and the Contact Center Multimedia (CCMM) server can be shadowed by the corresponding standby servers. If the active server fails, the standby server can immediately take over the functions with minimal loss of data. If a communication error occurs, an application fails, or the network or hardware fails, processing automatically switches from the active server to the standby server with no user intervention. Replication of data in Contact Center 7.0 is peer to peer, removing the need for a separate Replication Server, and reducing down time and additional hardware. You must install the same software applications on both the active server and the standby server. If the active server has Contact Center Manager Server installed on drive D, and Communication Control Toolkit installed on drive E, then the standby server must be the same. Redundancy and Resiliency is supported for Communication Control Toolkit only when Communication Control Toolkit is on a domain. If Communication Control Toolkit is in a workgroup, Redundancy and Resiliency is not supported.

11 New in this release Contact Center Multimedia shadowing operates similarly to Release 6.0, but it now uses the common Redundancy and Resiliency utility for configuration and manual switchover between the primary and redundant server. The following sections describe the Redundancy and Resiliency utility: Redundancy and resiliency (page 50) Manage redundant license manager (page 76) Resiliency & Replication (page 58) Common database maintenance utility A new common database maintenance utility for Contact Center 7.0 is standard across the Contact Center Manager Server, Contact Center Multimedia, and Communication Control Toolkit applications. Use this utility to perform the following tasks activities: migration from previous release backups of databases (both scheduled and immediate) restoration of databases replication configuration database expansion port configuration (to comply with security policies) The following section describes the common database maintenance utility: Database Maintenance (page 57) DVD Controller Installation for all of the server software is presented on the Contact Center 7.0 DVD. The DVD Controller manages all Contact Center installations and upgrades. The DVD Controller supports a consistent installation and data sharing for selected Contact Center applications. It automatically installs most third-party software required by Contact Center 7.0 and manages the installation order. Installation data must be entered before you install the application, but you can change the settings using the Configuration Utility after installation. For co-resident installations and upgrades, the DVD Controller allows the selection of multiple applications for installation and installs them at the same time. Upgrades are streamlined and each application is consistent. The following sections include information about the DVD controller: Installation process (page 45) Contact Center Manager Server Installation configuration (page 59)

12 New in this release Contact Center Manager Administration Installation configuration (page 92) Contact Center Server Utility Installation configuration (page 79) Communication Control Toolkit Installation configuration (page 105) Contact Center Multimedia Server Installation configuration (page 116) Upgrades Software upgrade procedures are supported for all Contact Center 6.0 applications and for Contact Center Manager Server 5.0. The Contact Center 7.0 software upgrade procedure requires that all Contact Center 6.0 co-resident applications are upgraded at the same time. Before Contact Center 7.0 software upgrade can occur, Contact Center 6.0 database backup occurs (where applicable). In Contact Center 7.0, a mechanism exists to store all application data and port it to Contact Center 7.0 installations. The following section includes information about upgrades: Upgrade and migration fundamentals (page 132) Web services The Web services are a series of SOAP-based Open Interfaces available to third parties to communication-enable applications based on the SOA architecture. These Web services allow you to use the functions offered by each Web service using a Web Services Data Library (WSDL). Some of the Open Interfaces tools available in Contact Center 7.0 include the following features. Communication Control Toolkit Open Interface Open queue Open Interface Open Networking Open Interface Contact Center Multimedia Open Interface Contact Center Manager Administration Open Interface DIW Open Interface The following sections include information about open interfaces: Contact Center Manager Server Web services (page 68) Communication Control Toolkit API (page 114) Contact Center Multimedia Web services (page 130)

13 New in this release SIP Contact Center compatibility A Session Initiated Protocol (SIP)-enabled environment offers features that enrich customer interaction with the contact center in an Office Communication Server environment. These features include inbound voice contacts, video, document sharing, instant messaging, and buddy lists. The following sections include information about SIP: Installation configurations (page 49) Modes of operation (page 106) Service Creation Environment The Service Creation Environment (SCE) is a new environment for application developers to create scripts or graphical flows, now called applications, to route contacts in a contact center. The Service Creation Environment is installed automatically on the Contact Center Manager Administration server, but must be installed manually on a client machine for off-line configuration. The Service Creation Environment contains the following new features: Script and flow validation occurs automatically upon save. Flow applications can represent scripts in a graphical format that visually shows steps in the contact flow. User can choose scripts or flows for contact routing process. Choose to change online applications, or change script or flow application offline. The following section describes the Service Creation Environment: Create script or flow applications (page 98) Predictive Outbound Administrators create Outbound campaigns using the customer database, custom scripts, and predictive outbound settings that determine how the calls are presented to agents with predictive skillsets. Based on how the Administrator configures the campaign, the system or the agent can dial the calls and present them automatically to the agent or with time for the agent to preview the contact. The Predictive Outbound feature requires that you purchase and install additional hardware and software with Contact Center 7.0. The following section includes content on Predictive Outbound: Configure Predictive Outbound settings (page 125)

14 New in this release Tracing In Contact Center 7.0, tracing is on by default for all servers. The default location for log files with trace information uses a consistent directory and follow a common format. You can configure the trace files by using the Trace Control Utility. The following sections describe the logging and trace functions: Automated Log Archiver (page 55) Trace Control Utility (page 57) Common patch viewer A new Contact Center Patch Manager utility supports an automatic patch installation and management process. The Contact Center Patch Manager supports 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 The following section describes the patch viewer: Patch viewer (page 54)

15 Introduction Navigation This document describes the general background information to help you understand the planning and engineering, installation, commissioning and upgrade concepts for Contact Center 7.0. Routing options (page 16) Server preparation (page 21) Client preparation (page 37) Supported switches (page 41) Installation fundamentals (page 45) Contact Center Manager Server (page 59) License Manager (page 69) Contact Center Manager Administration (page 92) Contact Center Server Utility (page 79) Communication Control Toolkit (page 105) Contact Center Multimedia (page 116) Upgrade and migration fundamentals (page 132)

16 Routing options Contact Center provides several routing options which depend on the server configuration and licensing. Navigation Contact routing at the switch (page 16) ACD routing (page 16) Skill-based routing (page 17) Open Queue (page 18) Network Skill-Based Routing (page 19) Contact routing at the switch When an incoming voice contact is presented to a switch, the switch determines whether it is a contact that requires contact center assistance. This determination occurs, for example, by determining the number the customer dialed (DNIS), the customer's trunk group, or a customer choice within an automated attendant application. Contacts that require contact center or agent assistance are routed to the Contact Center through the use of Control Directory Numbers (CDNs). A CDN is a number configured in the switch as the entry point for all voice contacts. One or multiple CDN configurations within the contact center offer defined backup parameters. Such parameters include a default agent group (ACD DN), music treatment, and recorded announcements. These definitions are available in a backup scenario if Contact Center is out of service, or if the link between the switch and the Contact Center is down. ACD routing A contact center administrator can assign a default Automatic Call Distribution (ACD) Queue to an agent. This default ACD Queue is delivered to the switch during agent logon.

17 Routing options The contact center administrator has control over 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 Communication Server 1000/Meridian 1 PBX platform. Network ACDN routing works with two Communication Server 1000/ Meridian 1 PBX platforms. The originating server instructs the switch to route the call to the destination site. The originating server provides the configurable dialable DN at which the destination site can be reached. The dialable DN used to route NSBR calls to a destination site must be a CDN configured as a Network CDN on the destination Contact Center Manager Server. The telephony switch uses NACD (the dialing plan) to send the call to the dialable DN at the target site. Skill-based routing offers the Contact Center Manager Server to provide routing for voice or multimedia contacts that best meets the needs of both the contact center and customers. The skill-based routing capabilities of Contact Center provide efficient contact handling and maximum use of contact center resources by presenting contacts to appropriately skilled agents. A skillset is a label applied to a collection of abilities or knowledge required to process a request, such as language preference, product knowledge, department knowledge. In skill-based routing, agents are assigned skillsets, and contacts are presented to available agents who have the skillset to serve the customer request. Skill-based routing is accomplished using a default or custom-made application you create in the Service Creation Environment. Contact queuing and presentation Contact Center provides facilitates the presentation of contacts to skillsets or queuing functions using one or more of the following criteria: Ability Agents have multiple skills. Each skill is represented by a Contact Center skillset. Contacts can be queued to a skillset, where the agent who has a particular skill and who is available can respond based on their ability (assigned skillset). Agents can respond to many types of inquiries based on a list of assigned skillsets. Personal identification If a customer needs to speak to a specific representative, you can designate an individual agent to handle a contact. For example, a customer can speak to the same agent as on a previous

18 Routing options contact to reduce the frustration of the customer who must repeat the situation to a new agent. Availability Agents can be idle because no contacts are presented to them. You can select an agent to receive a customer inquiry because the agent is not busy. You can select an idle agent based on a particular skillset, or choose another agent based on the length of time the agent is idle. Priority Two sets of priorities affect contact presentation to agents: the priority associated with the contact and the priority with which an agent is assigned to a skillset. Priority by contact: Contacts with high priority are presented to agents before calls of low priority. Contact priorities range from 1 to 6, with 1 having the highest priority. For example, a contact center can have service level agreements with several customer groups and want to provide a different level of customer service based on those agreements. A customer group with an important service level agreement (such as major corporate accounts) can be assigned a high priority than a customer group with a lower service level agreement (such as small business accounts). Priority by agent: The agent has a priority for every skillset. Agents with high priorities for the skillset receives contacts for the skillset before agents with low priorities. Agent priorities range from 1 to 48, indicating the level of skill in the skillset. For example, an agent assigned a skillset priority 1 is likely highly proficient in responding to customers. An agent assigned a priority of 48 for a skillset can be a new employee learning how to handle customer inquiries for that skillset. Multiple skillsets Contacts simultaneously queue to more than one skillset, removed from a queue if not answered within a specified period of time, or retrieved from an agent's ringing telephone and queued to another skillset. All options increase the chance of inquiries being answered quickly while maintaining the contact center effectiveness by looking only for appropriately skilled agents. Open Queue Open Queue is a licensed feature on Contact Center Manager Server. The primary use of Open Queue is to enable the multimedia contact center to receive , Web communications, and instant message contacts, and send outbound contacts to customers. If you install Contact Center Multimedia, you must enable the Open Queue feature for Contact Center Multimedia/Outbound to route, create, read, and delete the multimedia contacts in Contact Center Manager Server.

19 Routing options The multimedia contacts with Open Queue are handled as voice contacts. They are routed to agents using the skillset routing features traditionally associated with voice contacts. The Open Queue feature provides a generic mechanism for third-party software applications to provide access to Contact Center queueing, routing, and reporting for contacts in an integrated manner. The contact management programming interface is Java API. Third-party applications are built with Java libraries supplied by Nortel. The Open Queue specification for contacts supports create, read, and delete operations for contacts. It also supports a collection of intrinsics associated with the contacts, accesses the values in the intrinsics and uses them to make routing decisions. The Open Queue feature works with agent licensing to provide agents with contact handling capability to match the type of contact. Contact Center Multimedia provides a desktop that is integrated with Communication Control Toolkit and that supports multiple contact types. These contact types are configured in Contact Center Manager Server and assigned to agents using Contact Center Manager Administration. For third-party applications, the agent interaction with Open Queue contacts occur through the Communication Control Toolkit, which delivers events relating to Open Queue contacts to desktop applications. Open Queue also delivers contact-control commands (such as answer and close actions), initiated by desktop applications to Contact Center Manager Server contact processing components. Network Skill-Based Routing Network Skill-Based Routing (NSBR) is an optional feature offered with Contact Center Manager. You can use this feature to route voice contacts to various sites on a network. Agents and skillsets are configured on a Network Control Center (NCC) and propagated to all of the servers in the network. If a server has a local skillset with the same name as a network skillset, the network skillset replaces the local skillset. For example, the BestAir Toronto server has a skillset named Sales. When the NCC administrator creates a network skillset named Sales, the Sales skillset at BestAir Toronto becomes a network skillset. Destination sites A Contact Center Manager network can contain 30 destination sites. However, calls can queue to a maximum of 20 sites. You can choose a destination site for NSBR using one of the following options: First back The server routes the voice contact to the first site from which it receives an agent available notification. Because the server does not

20 Routing options wait to hear from slower sites, but queues voice contacts to the site that responds the fastest, contacts are answered more quickly with this method. Longest idle agent The server waits a configurable amount of time. During this time, the server examines the agent availability received from the other sites to identify the available agents with the highest priority for the skillset, and to determine which of these high-priority agents is idle for the longest time. The server then routes the voice contact to the site with the longest idle agent. This method helps distribute contact load across the network. If you choose this method, you can add only servers running Symposium Call Center Server Release 5.0 or later to the routing table for the network skillset. Average speed of answer The server waits a configurable amount of time. During this time, the server examines the agent availability received from the other sites to identify the available agents with the highest priority for the skillset and to determine which of these agents with the fastest average speed of answer for the skillset is at the site. The server then routes the voice contact to the site with the fastest average speed of answer. This method distributes contacts for a given skillset to the most efficient sites in the network. If you choose this method, you can add only servers running Symposium Call Center Server Release 5.0 or later only to the routing table for the network skillset.

21 Server preparation This chapter describes the background information you need before you begin installing Contact Center software on your servers. It contains information for planning your hardware, software, and network setup. Navigation Hardware setup (page 21) Network setup (page 24) Software setup (page 26) Contact Center server security (page 32) Technical support (page 34) Hardware setup Use the following sections to understand the requirements for configuring your hardware: Hardware requirement (page 21) Partitions on the server (page 22) Database expansion into a new partition (page 22) Uninterruptible Power Supply (page 23) Recovery using RAID backups or third-party backups (page 23) Hardware requirement The CapTool is a software utility you download from the Partner Information Center Web site ( The tool is in the following location: Home, Technical Support, Contact Center Manager Server, Tools. Use the Contact Center Capacity Tool (CapTool) to determine the platform size required for a contact center configuration and to analyze in detail your contact center capacity requirements, before you decide on the specifications for your platform-vendor independent (PVI) server for such items as CPU speed, RAM size, and disk space.

22 Server preparation Partitions on the server The actual requirements for how to partition a server you prepare for contact center installation depends on the number of agents, call rate, and other factors. To identify the partitions that meet the capacity requirements of your contact center, use the CapTool. The minimum partition sizes are based on the following information: 1 KB = 1024 bytes 1 MB = 1024KB = 1,048,576 bytes 1 GB = 1024MB = 1,048,576 KB = 1,073,741,824 bytes If you work with a server that you plan to upgrade, and a partition is smaller on the existing server than the new requirements, you must rebuild the platform to increase the partition size and reinstall the operating system. The operating system resides on the C partition. This must be the only primary partition. The application partition usually resides on D. The database partition is a separate partition. All other partitions (D, F, G, and so on) must be logical drives within extended partitions. Pay close attention to this when you partition your drives. See the documentation provided with the operating system for details. For detailed information about the minimum partition sizes for your Contact Center server configuration, see Planning and Engineering (NN ). Database expansion into a new partition If you create a new partition on your server for database use, you can use the Database Expansion tool, part of the Backup and Restore utility, to expand the database into that partition. When you run the Database Expansion, it automatically detects usable new partitions that are not already in use. When it detects usable new partitions, the utility assumes you want to expand your database into them. The tool automatically selects a partition for expansion if it is not currently used for a database it is formatted as NTFS it has at least 2.1 GB of free space You must consider other factors when you expand the database into a new partition. Partitioned sizes on all database drives must be in increments of 1 GB (equivalent to 1024 MB).

23 Server preparation You can locate the C drive, D drive, and database partitions on the same hard disk, if required, as long a sufficient disk space is available. Uninterruptible Power Supply Nortel recommends that you use of an Uninterruptible Power Supply (UPS) with your servers. A UPS provides the following benefits: Reduction in data loss UPS shuts down the server gracefully if an interruption in AC power occurs. A graceful shutdown prevents data corruption and reduces the risk of data loss. Reduction in power dips and spikes The UPS regulates AC power supplied to the server. Data backups that occur at the time of a power dip or spike can be unusable. The UPS must adhere to the following requirements: Provide at least 10 minutes of power, which is required for the server to stop all services and shut down the server. Fit physically within the workplace. Apply power to the server when line voltage reaches a stable state. Recharge before powering up the server if the server is down for a long time. Be compatible with the operating system running on the server. Meets all local regulatory requirements. For the European market, the UPS must generate a pure sine wave AC waveform. Have hot-swappable batteries. Replacement or capacity upgrades of the batteries must not interrupt service. Connect to the server through a serial port (not COM1 or COM2) on the server platform or through a network card, depending on the implementation. Not affect the Contact Center application software. Recovery using RAID backups or third-party backups The Redundant Array of Independent Disks (RAID) technology provides disk data redundancy as well as error detection and correction. For maximum security and mission-critical systems, Nortel recommends that all servers contain a RAID 1 (type 1) controller. With the RAID controller, you can configure your linked drives into a RAID subsystem. The following components are essential to perform diagnostics, installation, and maintenance procedures: Windows Server 2003 (Enterprise or Standard) CD-ROM manufacturer's RAID controller driver disk, if a RAID controller is used

24 Server preparation manufacturer diagnostics software (optional) blank backup tape to run tape diagnostics manufacturer documentation to install, maintain, and troubleshoot the platform and peripherals Microsoft Software-RAID is not supported. However, Nortel supports RAID in the manner that Stratus implements RAID. RAID 1, also known as disk mirroring, involves at least two drives storing duplicate information. Striping is not applicable. Read performance is improved since either disk can be read at the same time. Write performance is the same as for single-disk storage. RAID 1 provides maximum performance and maximum fault-tolerance in a multi-user system, but at a high cost. RAID 5, on the other hand, involves a rotating parity array, addressing the write limitation in RAID 4. All read and write operations can overlap. RAID 5 stores parity information but not redundant data. However, parity information can be used to reconstruct data. RAID 5 requires a minimum of three and usually five disks for the array. RAID 5 is best for multi-user systems in which performance is not critical or which involve few write operations. If you have RAID implementation issues, contact your RAID vendor. Network setup Use the following sections to understand the requirements to configure your network. Network configuration (page 24) Computer name and DNS configuration (page 25) Domains and Windows Server 2003 security policies (page 26) Network configuration All servers must connect to the Local Area Network (LAN) or Nortel server subnet. Third-party applications that interact with the servers also connect to this LAN. A dedicated Ethernet TCP/IP LAN is required to connect the Contact Center Manager Server and the switch. The Contact Center Manager Server requires only a single Network Interface Card (NIC) configuration to connect to the Nortel server subnet. The Contact Center Manager Server requires only a single Network Interface Card (NIC) configuration to connect to the Nortel server subnet. A second NIC connected directly to the ELAN subnet is optional to accommodate delayed legacy data network design changes. The single-nic configuration is encouraged as future Contact Center Manager Server releases and features (such as SIP Contact Center) do not support the dual-nic configuration.

25 Server preparation The IP addresses used for the Primary and Secondary License Manager must be on the same Nortel server subnet and the Nortel server subnet must be first on the binding order on the Contact Center Manager Server and License Manager servers. You require only one network interface card. However, if you have more than one network interface card, you must configure the bindings order of the network interface cards so that the Nortel server subnet card is first, followed by the ELAN card, and finally the virtual adapters for remote access. Computer name and DNS configuration Contact Center includes many server software applications that control routing, handling, and reporting contacts. If you change the name or IP address of one server software application, you must update the other server applications in your contact center with the new information. If network connectivity on your network requires the use of Fully Qualified Domain Names (FQDN) then the FQDN of each machine must be resolvable between all servers associated with Contact Center. FQDNs must not exceed 255 characters. Server names must adhere to RFC1123 (Requirements for Internet Hosts) which specifies that a host name must adhere to the following guidelines: Use only characters a - z, A - Z, 1-9 in a host name Do not use the underscore character (_) and dot character (.) Spaces in the host name are not available Host names must be 6 to 15 characters in length Hyphens in the host name are supported, however the hostname should not start or end with a hyphen. If all servers are on a network, you can use the Domain Name Service (DNS) server to resolve name and IP address translations for your servers. If you do not use a DNS in your network, you must manually update the HOSTS file on every server in your network. You must ensure your server computer name and Domain Naming Server (DNS) host name match exactly, including uppercase and lowercase letters. If these names do not match, you cannot install the Contact Center software. A mismatch in these names can occur, for example, if you perform a new installation of the operating system and enter the computer name in uppercase letters. Windows uses your entry to configure both the computer name and the DNS host name. However, after the operating system installation is complete, you can find that Windows configured the DNS host

26 Server preparation name in uppercase letters as you entered it, but that the computer name is configured in lowercase letters. Check the names, and if necessary, change them. Domains and Windows Server 2003 security policies Nortel recommends that you add the Contact Center Manager Server, Communication Control Toolkit, and Contact Center Multimedia/Outbound servers to your domain. Add a server to the domain only after you complete the server software installation. If your server is part of a domain, you must remove the server, create a new user account with local administrative privileges, and then log on to the server with the new user account. If the Communication Control Toolkit server is not on a domain, you cannot use the redundancy or resiliency features for the server. If the Contact Center Multimedia/Outbound server is a member of a domain, the agent's domain user name and password are used to authenticate access when the agent uses the attachment share locations. If you add the server to an existing customer network domain, you can add the server to the domain before or after you install Contact Center Multimedia. Typically the server is added to the domain before you install Contact Center Multimedia. If the Contact Center Multimedia/Outbound server is not part of a Windows 2003 domain, additional configuration is required. You can add the Contact Center Multimedia server to a domain as a member server and all agent network logon accounts to the same domain. This provides immediate access to the shared network drives that you configured on the Multimedia server. If the Contact Center Multimedia/Outbound server is not a member of a domain, you must configure a local (windows) user name and password on the Multimedia Server for each agent and the Network Administrator must provide the user name and password to the agent. If the Contact Center Multimedia/Outbound server is a member of a workgroup, then you must configure each agent with a local user name and password to allow authentication to access the shared drives. Each agent must be granted access rights to the shared folders on the drive. Software setup The information about software described in this section refers to the software that is not part of the Contact Center suite. It includes all supporting and thirdparty software guidelines. Third-party software requirements (page 27) Supported server operating systems (page 29)

27 Server preparation Preinstallation check (page 32) Third-party software requirements Due to the mission-critical, real-time processing performed by Contact Center applications, you must not install other application class software on the server. You can install certain utility class software on the server, if it conforms to the guidelines in this section. Application class software generally requires a certain amount of system resources and is not installed on a server running Contact Center applications. The installation of third-party applications can cause Contact Center applications to operate outside of the known engineering limits and can create potential unknown system problems (for example, CPU contentions, increased network traffic loading, disk access degradations). Certain third-party utility class software applications, such as hardware diagnostics or backup tools, generally require less system resources during the normal operation of Contact Center applications and are permitted. Exceptions are utilities such as screen savers, which can cause system problems and degrade performance. Anti-virus software is classified as a utility and is subject to the generic guidelines listed in the following section. Utility-class software The following are generic guidelines for utility-class software: During run-time, the utility must not degrade the Contact Center application beyond an average percentage of CPU use (see each specific application section in this document for the recommended maximum CPU usage level) Furthermore, the utility must not lower the minimum amount of free hard disk space required by Contact Center application and the Windows operating system. The utility must not cause improper software shutdowns or out-ofsequence shutdowns. The utility must not administer the Contact Center application. If the utility has its own database, it must not affect the Contact Center application database. You cannot use disk compression utilities. You cannot use memory tweaking utilities (for example, WinRAM Turbo, Memory Zipper) that is used to reclaim memory and is unused by Microsoft. The installation or removal of the third-party software must not affect or conflict with the Contact Center application (for example, it must not cause

28 Server preparation DLL conflicts). If such conflicts occur, you can be required to rebuild the server. You must perform tests to ensure these conditions and recommendations are met before you place the Contact Center application into production. Nortel support can ask for the results of the testing during fault diagnosis. As part of the fault diagnosis process, the distributor or end user can be asked to remove third-party software. You cannot install HyperTerminal on the CCT 7.0 Server as it interferes with the operation of the CCT Telephony Server. Anti-virus software Nortel acknowledges that user s security policies can require the installation of antivirus software on the application server. Nortel selected a representative sample of anti-virus software packages and has a policy validating these products to ensure co-residency with Contact Center server application products. The current anti-virus products Nortel has validated are as follows: McAfee Netshield NAV corporate edition etrust antivirus software The following are additional generic guidelines for the use of antivirus software: You can configure an antivirus software to clean the detected virus automatically and quarantine files if these cannot be cleaned. Contact Nortel to verify if the quarantine file is part of the product files or a dependent system file. If a virus is detected, remove the server from the network immediately during virus eradication to prevent further virus propagation. Do not connect a Contact Center application platform directly to the Internet to download virus definitions or updated files. Furthermore, Nortel recommends that you do not use a Contact Center application client PC to connect to the Internet. Instead, download virus definitions and updated files to another location on the customer network and manually load them from this interim location onto the Contact Center application platform. Perform the previous procedure for downloading Contact Center application service updates (SU). This method limits access to the Internet and thus reduces the risk of downloading infected files. Nortel recommends that you scan all SU files, CD ROMs, and floppy disks prior to installation or uploading to the server. This practice minimizes exposure to infected files from outside sources.

29 Server preparation Capacity considerations: Running virus scan software can place an additional load on a Contact Center application platform. You can run the performance monitor tool on the server to gauge CPU usage. If the antivirus software scan causes the platform average CPU usage to exceed the recommended percentage for longer than 20 minutes, the antivirus software must not be loaded onto the Contact Center application platform. Nortel does not support the configuration of antivirus software, but offers guidance where possible. Direct questions or problems on antivirus software to the appropriate vendor. If performance or functionality issues are raised to Nortel support as part of fault diagnosis, you can be asked to remove third-party utility software or antivirus software. Supported server operating systems You can use all Contact Center servers software only on the following platforms: Windows Server 2003 R2 with SP2 Standard edition Windows Server 2003 R2 with SP2 Enterprise edition Contact Center server software is supported on Windows Server 2003 Release 2; however, Nortel does not support the new optional features provided on the second Windows Server 2003 Release 2 DVD. Do not install or activate the features from the second DVD. Attention: If the optional Windows Server 2003 Release 2 components from the second DVD are installed on the server, you must reinstall Windows Server 2003 without the optional features. The following table lists the operating system settings for Contact Center Servers. For more information about configuring Microsoft Windows Server 2003, see Installation (NN ). Setting Value required for Contact Center Automatically adjust clock for Daylight savings time If you use a CS 1000/Meridian 1 switch, clear the check box. If you use Network Skill-Based Routing in a Network Control Center server, select the check box if your area uses daylight savings time. Automatic Private IP Addressing Disabled (1 of 2)

30 Server preparation Setting Computer Browser Services Value required for Contact Center Disabled Computer name Do not use spaces or underscores or exceed 15 characters. The name must start with an alphabetic character. Data Execution Prevention Date and Time window Disk drives Windows programs and services only. Configure as required for your site. Format to partitions as required for the Contact Center server. See Planning and Engineering (NN ). Domain/workgroup name Configure as required for your site. Duplex Licensing modes Full or Auto Negotiate. Select Per server licensing mode. Accept the default five concurrent connections. Modem dialing NetBIOS Network components Network connections Network settings Partitions Receive Side Scaling (RSS) Regional settings window Serial port configuration SNMP Speed Virtual memory Configure as required for your site. Disabled on ELAN when using separate ELAN and Nortel Server Subnet (CLAN) interfaces. Configure IP Address, WINS, DNS for one or two network cards as per server configuration. Ensure Nortel server subnet is first. Choose Custom. Configure C to be the only primary drive. Configure the other drives on your server to meet the requirements according to Planning and Engineering (NN ) for the server. Disabled Configure as required for your site. For COM1, the base I/O Port Address is 3F8 and the IRQ is 4. Configure for all servers. 100 Mbps or Mbps 1.5 GB * RAM required (maximum 4 gigabytes) on drive C only. (2 of 2)

31 Server preparation Operating system updates Operating system updates include both service updates and service packs. Given the number of operating system security service updates and the complexity inherent in a network, Nortel recommends that you create a systematic and accountable process to identify and apply Windows operating system service updates. Nortel implements co-residency testing of all new Operating Service Packs for compatibility with the suite of Contact Center applications as soon as they are available. In practice, because a service pack can contain a significant amount of new content, Nortel requires that customers wait until compatibility testing is complete before the you apply the service pack. Operating system service packs are typically tested with the most recent Contact Center application Service Update and, therefore, an upgrade to a new service pack necessitates an upgrade to the most recent application Service Update. To help create such a process, you can follow a series of best practices guidelines, as documented in the National Institute of Standards and Technology (NIST) Special Bulletin , Procedures for Handling Security Patches. This bulletin suggests that if an organization has no central group to coordinate the storage, evaluation, and chronicling of security service updates into a library, then system administrators or the contact center administrator must fulfill this role. Whenever possible, Nortel incorporates the most recent operating system security recommendations and service updates in an integrated solutions testing strategy during each test cycle. However, due to the urgent nature of security service updates when vulnerabilities are discovered, Nortel recommends that customers follow Microsoft guidelines as they are issued, including Microsoft installation procedures and security service update rollback processes that can be in place. Finally, you must make a full system backup before updating the system to ensure that a rollback is possible, if required. If a Contact Center application does not function properly after you apply a Microsoft security service update, you must remove the service update and revert to the previous version of the application (from the backup you made before applying the service update). For added security, always check to see if Nortel verified the Microsoft service update for its compatibility with Contact Center Manager. For more information about updating, see Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Compatibility List on Nortel (

32 Server preparation Preinstallation check Before you begin installing software, make sure that the server meets all requirements according to Planning and Engineering (NN ). Ensure that each server meets the basic requirements for Platform Vendor Independence. To check the server, during installation, a Pre-installation Compliancy Checker utility reviews the server after the operating system is installed and the Contact Center software is selected and the drives are partitioned according to the defined specifications. This utility is on the server application DVD. It generates warnings and suggestions when the server does not satisfy the minimum or suggested requirement. The Contact Center installer reviews automatically several software packages when the installation starts. The DVD for Contact Center automatically installs the following packages: Microsoft.NET Framework Version 3.5 Visual C++ run-time libraries on the server You must install other software manually, depending on the Contact Center server software that you plan to install. For more information about installing the other required software on the server, see Installation (NN ). The server must have the following third-party software: Sybase Open Client 12.5 and the Sybase ODBC driver (required for database on Contact Center Manager Administration) Crystal reports (required for reporting on Contact Center Manager Administration) Contact Center server security The system handles security based on whether you work with a stand-alone server or a network configuration. Stand-alone server security Regularly perform the following tasks to protect your Contact Center servers: Update Microsoft operating system updates on a timely basis. Limit administrative access to the database containing the CTI data store to specific administrative Windows user accounts. Ensure all services providing a network interface (such as the CTI service provider) run using either the Windows Network Service account or another privileged account. The Windows Network Service account is a built-in account with a security context that provides the least privileges required to run a typical network service.

33 Server preparation Disable all non essential network services. Network security The various network interfaces are secured using the following mechanisms Interface CTI API AML (M1) Symposium Link (M1) Overhead, Administration, and Maintenance Network security mechanism The secure TCP transport layer described in the.net Framework section provides network security for the CTI API interface. No specific network security mechanism is used. As it is a proprietary protocol, exposure is limited as it runs over the ELAN subnet. No specific network security mechanism is used. As it is a proprietary protocol, exposure is limited as it runs over the ELAN subnet. Provided by PC Anywhere over a virtual private network (VPN). Server verification Nortel provides technical support for the Contact Center suite of products and required third-party applications only. All hardware diagnostics are the responsibility of the hardware vendor. Check with the manufacturer instructions and recommendations before you perform any hardware-related procedure. You must verify the selected server before you install Contact Center software: ensure the platform vendor independent system conforms to specifications install the operating system ensure the server is functional and can connect to the network You must rule out hardware faults before escalating issues into Nortel. During problem diagnosis, Nortel GNTS can ask for test reports carried out on platform vendor-independent hardware, or it can be necessary to request the removal of certain software utilities if it is deemed necessary as part of the investigation process.

34 Server preparation Technical support If you require remote technical support, your distributor or Nortel technical support staff requests to connect remotely to your server. You can receive technical support for your Contact Center server installations through a number of ways, such as LogMeIn Rescue (page 34) Microsoft Remote Desktop Connection (page 34) Virtual Private Network (VPN) (page 34) Direct-connect modem (page 36) LogMeIn Rescue Nortel globally supports LogMeIn Rescue from LogMeIn ( 123rescue.com) LogMeIn rescue supports Remote systems over the Web without pre-installing Software. Microsoft Remote Desktop Connection Microsoft Remote Desktop Connection for Administration is installed by default on Windows Server When you install Windows Server 2003, Microsoft Remote Desktop Connection is installed but not enabled. You must enable the RDC manually. For information about enabling RDC, see the Nortel Contact Center Server Administration (NN ). Microsoft Remote Desktop Connection for Administration requires a TCP/IP connection between the local computer and the remote Contact Center server (that is, a direct modem connection is not available). You have two options to establish a TCP/IP network connection: Virtual Private Network (VPN) connection using Nortel VPN Router (recommended) Microsoft Network and Dial-up Connection for Remote Access Support connection For more information about setting up remote support with a VPN, see Nortel Contact Center Planning and Engineering (NN ). Virtual Private Network (VPN) A Virtual Private Network (VPN) provides more security than directly connected modems. While many VPN technologies and configurations are available for remote support of Enterprise voice equipment, Nortel supports a standard technology based on the VPN Router 1100 (or later) in the following host-to-gateway configuration.

35 Server preparation When you configure your VPN for remote support, follow these guidelines: Create a dedicated subnet for Nortel voice application servers (for example, the Nortel Server Subnet), and treat this subnet as missioncritical. (It is a good network engineering practice, even in a non-vpn environment, to optimize network traffic by grouping servers that need to communicate with each other on a subnet.) Install, at a minimum, VPN Router 1100 (or later) Version 4.8 (or later) with the modem option. Configure the modem as a user-tunnel to listen on the PSTN. Connect the VPN Router to the Nortel Server Subnet. Configure the VPN Router, as well as network routers and firewalls, to give inbound remote support users unrestricted access to the Nortel application servers. Optionally, restrict remote support user access to other subnets in your LAN/WAN. As usual, ensure that the Nortel application servers have unrestricted access to the enterprise LAN/WAN. Ensure that the ELAN subnet connects to the Nortel Server Subnet using a routed solution that adheres to the Elan Engineering requirements see Converging the Data Network with VoIP (NN ) and Communication Server 1000M and Meridian 1 Large System Planning and Engineering (NN ). Take the additional precaution configuring the network router to allow only intended traffic into the ELAN subnet. Activate Split Tunneling on the VPN Router. Concerns over access into the corporate network can be alleviated by restricting access (through the VPN Router and firewalls) of remote support staff from other subnets upon logon. The following recommended configurations meets the needs of most users. However, because every network is different, the exact configurations can not be practical in all environments. Use these recommendations as a starting point and building block when creating your Remote Support VPN. The recommended remote support configurations provide the following benefits: Protection for your network from unauthorized external users. Any location is accessible, even through an analog line, but remain protected by the VPN. Flexible designs exist that can be extended to non-nortel products and can accommodate customer-specific network requirements. VPN equipment is local to the equipment it serves, resulting in network and management simplicity, while allowing for central security authentication management.

36 Server preparation The solution is cost-effective. When you deviate from the recommended configurations, you can sacrifice some of these benefits. Nortel recommends a host-to-gateway configuration for the Remote Support VPN. The following illustration shows the recommended VPN remote support architecture. Note the VPN Router connection to the Nortel server subnet. Direct-connect modem If the VPN is not available, you can receive remote support over a directconnect modem, but many enterprises view this as a security risk. Due to the operating system communication-layer issues, you cannot configure Contact Center Manager Administration and the Communication Control Toolkit to use RAS (and thereby the direct-connect modem) for remote support. Therefore, if you configure Contact Center Manager Server in a co-resident solution with Contact Center Manager Administration (or Contact Center Manager Administration and Communication Control Toolkit), and VPN access is not available, you can use a direct-connect modem access through an external RAS device on the data-network. To facilitate remote support through a direct-connect modem the following are required: a modem connected to each Contact Center server Remote Access Services (RAS) configured on each server With the listed alternatives, the end-user assumes the responsibility for setup on their premises and the risks to their equipment associated with this passthrough type of connection.

37 Client preparation Clients in Contact Center perform agent or supervisor duties such as handling contacts (Contact Center Agent Desktop, CCAD) or monitor real-time statistics (Contact Center Agent Desktop Display, CCADD). Clients also create applications off-line before you install and configure servers (Service Creation Environment). Navigation Operating system requirements (page 37) Citrix environment (page 37) Other required software (page 38) Operating system requirements All clients associated with Contact Center 7.0 must use one of the following 32-bit operating systems: Windows Vista Business SP1 Windows Vista Enterprise SP1 Windows XP Professional Service Pack 2 or later Windows Server 2003 R2 Standard Edition Windows Server 2003 R2 Enterprise Edition If Windows Vista is on a client where you plan to run the Contact Center Agent Desktop Display, you must download a patch from the Microsoft Web site to view the online Help. Citrix environment All end user clients, except CMM OCMT, in the CC R7 portfolio fully support a Citrix Presentation server environment. CC Release 7.0 end user clients support the current and previous Citrix Presentation server and Microsoft Terminal Services except for Contact Center Outbound Campaign Management Tool.

38 Client preparation Engineering rules for the maximum CPU usage for each for Citrix/Terminal Service implementations are captured in the Nortel Capacity Tool. Other required software The following sections describe the other software that is compatible with or required for Contact Center clients. Office suites Contact Center 7.0 clients support co-resident with market leading Office Suites (current and previous release) from: Microsoft Office IBM Lotus Smartsuite Openview Issues you find with the previous release of software can result in the need to upgrade to the most recent software. Other Nortel software Clients for major Nortel products support co-resident with Contact Center clients, for current or previous releases. If issues occur with a previous release of software, upgrade the software before you contact support. The co-resident applications are CallPilot MPS MAS OTM MCS5100 i2050 All Communication Server 1000 and Administration clients Internet Explorer All clients must have Internet Explorer 6.0 or later with the most recent supported service pack to access the Contact Center Manager Administration software or Contact Center Agent Desktop. When you configure Internet Explorer 6.0 or later, you configure the Contact Center server as a Trusted Site, and disable or block cookies to your required level of security.

39 Client preparation In addition to the basic procedure to configure Internet Explorer on the client, you must follow additional steps, depending on whether the client runs Windows XP Service Pack 2 or Windows Server 2003 with the most recent supported service pack. You must perform these additional procedures to correctly configure Internet Explorer. The following table shows the compatibility of Internet Explorer with the operating systems supported in Contact Center 7.0. IE version Version 6.0 Supported operating systems Windows XP Professional Windows Server 2003 Version 7.0 Windows XP with Service Pack 2 Windows XP Professional x64 Edition Windows Server 2003 with Service Pack 1 ActiveX control security Security issues related to ActiveX controls are addressed by the following features: digital signatures code signing certificates (for digital signatures) Trusted Sites zone and Safe for Scripting Digital signatures All controls provided with Contact Center Manager Administration are in.cab files that are digitally signed either by Nortel or by the third-party vendor of origin. Signing the.cab file verifies that the software originated from a trusted source. You cannot alter the signed.cab file without invalidating the signature, which validates that the contents of the.cab file (including the control) also originated from a trusted source. If the browser security settings stipulate that a control must be signed before being downloaded, Internet Explorer checks whether the.cab file containing the control is signed before downloading an ActiveX control to the client. If the signature is valid, the control is downloaded to the client. Code signing certificates (for digital signatures) Software publishers use a code signing certificate to sign code that they develop and distribute. A signature given by a code signing certificate validates that the file originates from a trusted source and was not altered since it was originally published.

40 Client preparation This type of certificate is valid for a specified period of time (usually one year) during which time software developers can use it to sign binary files with their digital signature. The code signing certificate can expire (usually after one year) without invalidating the signature. Provided the digital signature includes a timestamp, the only other requirement for the validity of the digital signature is that the code signing certificate be valid when the code is digitally signed. The digital signature includes a timestamp taken from a trusted server to prove the date on which the code was signed. Secure Sockets Layer (SSL) certificates are different in that they are not useful after they expire. For Contact Center, Nortel uses a code signing certificate purchased from VeriSign that is renewed each year. The digital signatures for Contact Center are timestamped against VeriSign servers. For information about VeriSign code signing certificates, see

41 Supported switches Contact Center Manager Server routes, manages, and supports voice calls coming from the following switches: Nortel Communication Server 1000/Meridian 1 PBX (Release 4.5 or later) SIP-initiated family of compatible switches Navigation Nortel Communication Server 1000/Meridian 1 PBX (page 41) SIP and Office Communication Server (page 43) Nortel Communication Server 1000/Meridian 1 PBX The public broadcast exchange (PBX) or switch provides a speech path for a voice contact between the source (usually a trunk) and the destination (a RAN trunk, voice port, or agent). Two connections to the switch interact with voiceprocessing systems: voice paths and signaling links. Voice paths are connections that carry speech (phone calls). They are configured as Terminal Numbers (TN) on the switch. The following table shows the voice paths types used for various voice-processing systems. Voice type path virtual ACD (Automatic Call Distribution) agent phones Voice processing system CallPilot 2500 phone TNs Usually third-party voice-processing systems 2500 phone ACD agent TNs Usually third-party voice-processing systems T1 TNs E1 TNs Usually third-party voice-processing systems Usually third-party voice-processing systems Signaling links are connections that carry auxiliary information, such as treatment directory numbers (DN) between the switch and a voice-processing system. Signaling links are optional, but they allow maximum cooperation and control between the switch and the voice-processing system.

42 Supported switches You must ensure that you install the most recent service updates (SUs) on the switch and made the switch operational. For information about which service update to install on the switch, see the Nortel Web site ( For information about the supported switch platforms, see Nortel Contact Center Planning and Engineering (NN ). Communication with the Contact Center The Contact Center Manager Server communicates with the switch and the voice-processing system. The server runs applications and instructs the switch to configure the speech paths necessary to connect calls to voice ports, agents, or RAN trunks, and to provide tone treatments (such as ringback and busy) to voice contacts. The server communicates with the switch over the ELAN (Embedded Local Area Network) subnet and the Nortel server subnet using the AML (Application Module Link) protocol. The switch and Contact Center interaction requires the following types of subnets for communication: ELAN (Embedded Local Area Network) subnet A dedicated Ethernet TCP/IP LAN that connects the Contact Center Manager Server to the switch. Nortel server subnet The LAN to which your corporate services and resources connect. The Contact Center Manager Server and client both connect to the Nortel server subnet. Third-party applications that interact with the server also connect to this LAN. Switch features The Communication Server 1000/Meridian 1 PBX offers the following features: Meridian Link Services (MLS) CallPilot Meridian Integrated Recorded Announcement (MIRAN) Meridian Link Services Meridian Link Services (MLS) is a process running on Contact Center Manager Server that gives the customer Computer Telephony Integration (CTI) server access to the Meridian Link interface. Through MLS, the server can connect to Meridian Link applications over the Nortel server subnet.

43 Supported switches External applications register with MLS to access application layer messages. MLS commands that result in call processing requests are sent over the ELAN subnet to the switch. Examples of external applications that can register with MLS include software that supports Computer Telephony Integration. Meridian Link (MLink) is an interface used for communication between a host application and the switch. The interface facilitates the integration of the computer and the switch. In this integrated environment, the host processor interacts with the switch by exchanging application layer messages. You can develop Meridian Link applications to use information from the switch (such as Caller ID), to connect to another application to retrieve a matching record from a database, and then to provide screen populated information to help agents prepare for the call. Supported switch platforms Contact Center 7.1 and Contact Center Express 7.1 provides support for the Communication Server 1000 software releases and switching platforms for AML or standard Contact Center Manager Server. For more information about the details, see Planning and Engineering (NN ). CallPilot communication CallPilot provides Voice/Fax Messaging as well as integrated Unified Messaging capabilities through the users familiar desktop environment or Web-based Unified Messaging and personal mailbox management with My CallPilot. CallPilot is an optional component to use with your Contact Center environment. The CallPilot voice channels connect to the switch by a DS30 cable. On the switch side, you configure this card as an SL1 phone TN (virtual agent). Contact Center Manager Server also communicates with CallPilot to instruct it to play prompts, play broadcast announcements, and collect digits that callers enter. SIP and Office Communication Server Session Initiation Protocol is an application-layer control (signaling) protocol to create, modify, and terminate sessions with one or more participants. SIP works with Contact Center to include Internet telephone calls, multimedia distribution, and multimedia conferences. SIP invitations are to create session descriptions that allow participants to agree on compatible media types. SIP Contact Center uses elements called proxy servers to help route requests to the user's current location, authenticate and authorize users for services, to

44 Supported switches implement provider call-routing policies, and to provide features to users. SIP also provides a registration function for users to upload their current locations for use by proxy servers. SIP runs several transport protocols. Integration with Contact Center In Contact Center, an application gateway mediates the SIP signaling from Contact Center Manager Server to Office Communication Server (OCS). This gateway is part of Contact Center Manager Server and is enhanced to add instant messages contact support and capacity improvements. ICP is the supported conferencing and announcement platform. ICP also has increased capacity over the previous supported version so fewer servers are needed for a specified number of agents. Features For voice contacts, user interactions are the same. Contact Center Agent Desktop allows the agent to control a Communication Server 1000 phone and the usual agent features such as transfer and conference. Instant message contacts are also supported for OCS. Agents handle the IM contacts on the Agent Desktop in the same manner as other contact types. The agent can also select a colleague in the enterprise (contact center agent or not) and use instant messaging in consult mode. Presence is supported in Contact Center Agent Desktop to allow the agents to see the colleagues and their current status. Attention: In SIP CC, all telephony and contact center features must be invoked from the CCAD toolbar. Invoking telephony features from the physical phone is not supported. Supported switch platforms Contact Center 7.1 and Contact Center Express 7.1 provides support for the Communication Server 1000 software releases and switching platforms for a converged OCS CS1000 with SIP. For more information about the details, see Planning and Engineering (NN ).

45 Installation fundamentals This chapter describes the concepts and configuration services that you must understand before you begin installation tasks. Navigation Installation process (page 45) Co-resident installations (page 46) Installation configurations (page 49) Redundancy and resiliency (page 50) Common utilities (page 53) Installation process The installation process is standard across the portfolio into a single installation utility. The DVD Controller manages installation process of the Contact Center 7.0. The Contact Center Installation Engine performs the following steps: 1 Remove and back up existing Contact Center software 2 Review server requirements and perform PVI checks to ensure the server has the correct partitions 3 Install third-party applications 4 Install Contact Center software with customer-specific installation interview 5 Install Database software and databases with customer-designated location 6 Configure after installation The DVD Controller checks the server hardware, operating system, required third-party software, drive partition sizes before it installs software. For some issues, the Platform Vendor Independent (PVI) checker warns the installer

46 Installation fundamentals about the problem. In other situations, the PVI Checker blocks the installation. The PVI check results are stored in the pvicheck.log file in the Contact Center SysOps log folder. Use the DVD Controller to choose the platform and then install one or more of the required applications for the server on which you install the software. Application Selection from DVD controller Co-resident installations In Contact Center, you can use multiple combinations of products and product releases to save money on your server resources. For example, if you have two servers designated for a Multimedia Contact Center, you can install Contact Center Manager Server, Contact Center Manager Administration, Communication Control Toolkit, Server Utility and License Manager on one server, and Contact Center Multimedia on the other server. See the following table for the compatibility within the Contact Center 7.0 suite.

47 Installation fundamentals CCMS 7.0 CCMA 7.0 CCT 7.0 CCMM 7.0 LM 7.0 Server Utility 7.0 CCAD 7.0 SCE 7.0 Security Framework CCMS 7.0 CCMA 7.0 CCT 7.0 CCMM 7.0 LM 7.0 Notes: Server Utility 7.0 CCAD 7.0 SCE 7.0 Security Framework 7.0 These applications can co-reside only if Contact Center Manager Server is already installed. Communication Control Toolkit must be installed on the system for Contact Center Agent Desktop and Contact Center Manager Server to co-reside. Contact Center Manager Administration must be installed on the same server if Communication Control Toolkit is to co-reside with Contact Center Manager Server. Contact Center Agent Desktop is installed automatically when Contact Center Multimedia is installed on the server. You need not install the two applications. Service Creation Environment is installed when Contact Center Manager Administration is installed on the server. On the CCMA server, you must install the application in the Contact Center Manager Administration application. You can install Service Creation Environment on a separate client. Contact Center Multimedia cannot be installed with other server software.

48 Installation fundamentals See the following table for compatibilities between previous releases of Contact Center and Contact Center 7.0. CCMS 7.0 CCMA 7.0 CCT 7.0 CCMM 7.0 LM 7.0 NCC 7.0 Server Utility 7.0 CCMS 6.0 CCMA 6.0 CCT 6.0 CCMM 6.0 LM 6.0 NCC 6.0 Server Utility 6.0 SCCS 5.0 SWC 4.5 CCT 5.0 SWCP NCC 5.0 SCCS Client Notes: Contact Center Manager Server 7.0 and Communication Control Toolkit 6.0 are compatible after you install a CCT patch. The CCMS 7.0 and CCT 6.0 compatibility is temporary, limited to two weeks to allow sufficient time to migrate all software. After the patch is installed, CCT 6.0 is not compatible with CCMS 6.0 because the server libraries are not compatible. Communication Control Toolkit 7.0 supports networking with CCT 6.0 and CCT 5.0. You can achieve compatibility of Contact Center Manager Server 7.0 and Contact Center Multimedia 6.0 by installing a Contact Center Multimedia patch. After the patch installation, Contact Center Multimedia 6.0 is not compatible with Contact Center Manager Server 6.0.

49 Installation fundamentals Installation configurations Contact Center supports the following configurations: single-node configuration on Communication Server 1000/Meridian 1 includes the five main Contact Center server applications that work together to route voice contacts from the switch to an agent telephone: Contact Center Manager Server Contact Center Server Utility Contact Center License Manager Contact Center Manager Administration Communication Control Toolkit Attention: An additional server application, Contact Center Multimedia, can work with the other Contact Center servers to route outbound voice, , Web communications and instant message contacts. direct-connect (Knowledge Worker) on Communication Server 1000/ Meridian 1 The Communication Control Toolkit server works with the License Manager server to assign calls to agents directly from the switch. network configuration on Communication Server 1000/Meridian 1, a networked configuration of the five main Contact Center server applications that work together in a networked environment to route voice contacts from the switch to an agent telephone in one of many locations: Network Control Center one or more Contact Center Manager servers Contact Center Server Utility Contact Center License Manager Contact Center Manager Administration Communication Control Toolkit Attention: An additional server application, Contact Center Multimedia, can work with the other Contact Center servers to route outbound voice, , Web communications and instant message contacts for one site.

50 Installation fundamentals universal networking A deployment of virtual contact centers across all Nortel switch platforms and Nortel Interactive Voice Response (IVR) systems. Your contact center must contain a complete Communication Control Toolkit installation for each switch. The Open Queue feature must be enabled on Contact Center Manager Server, and CMF is configured on the Communication Control Toolkit servers. SIP configuration A deployment of Contact Center using the sessioninitiation protocol to support the Office Communications Server from Microsoft. The OCS system allows additional functions in the Contact Center such as instant messaging and agent presence. Redundancy and resiliency Contact Center supports warm standby configurations for all of the main server software so that the secondary server (standby server) can run your contact center if the primary server (active server) fails. Each standby server contains the same data, configuration, and software as the active server. Using the standby servers avoids costly down-time for the contact center. The mechanism to maintain two servers with the same content is through the internal Caché shadowing feature. You must ensure that the active and standby servers have the same software applications installed in the same configuration and on the same drives. When configuring your standby configurations, you must initialize the database so that it is identical to the active server database. Back up the active server database and restore the backup on the Standby Server database. The backups allow the active server to continue operating while you configure the standby system. Database updates continue in the active server database as part of normal contact center operations before and after you create the database backup on the standby server. More information and procedures to install the active and standby servers and configuring the databases on each server are in Installation (NN ), Commissioning (NN ) and Server Administration (NN ). Users use the active server database in daily operation. Contact Center Manager Server clients connect to the active sever database and update the database tables. Such clients include Contact Center Manager Server applications that run on the server, as well as Contact Center Manager Server clients that connect to the server.

51 Installation fundamentals Contact Center Manager Server Contact Center Manager Server employs an automated or manual switchover between the primary and the secondary server. The Automatic switchover option changes based on information provided to the new monitoring service (SMONW). The CCMS Control Service monitors the threads of OAM, TFE, and ASM services. If a service fails, the SMONW service attempts to restart the service a number of times. If the failure continues, or if the CCMS services repeatedly crash, the automatic switchover is initiated. For example, if you configure the following settings in the Resiliency and Redundancy application for the OAM service The OAM service does not respond for 60 seconds StopWaitTimer = 60 The number of restarts for the OAM service RestartLimi = 3 If OAM enters an unknown state, such as when internal channels are blocked due to the APIs not releasing the channels, for over a minute then OAM and all services dependent on it start. If the restart fails three times then a switchover occurs. As part of the service monitoring, the link to the switch is monitored. If a consistent connection failure occurs to the Communication Server 1000, and an alternative Communication Server 1000 is configured, a switchover to the alternative switch begins. If no other switch is configured, the automatic switchover to the standby server begins. You can also choose to perform a manual switchover. See the Nortel Contact Center Server Administration (NN ) for more information about performing a manual switchover for maintenance. Contact Center Manager Administration Active Directory Application Mode (ADAM) is a Microsoft information storage framework, and runs as a non operating system service. Replication means that you share the data stored in one ADAM instance, back and forth with another ADAM instance, ensuring that the replicated data is the same across both servers. If the active Contact Center Manager Administration server fails, an ADAM replication process provides immediate access to all data files stored in ADAM from the primary server. Contact Center Manager Administration users use the standby Contact Center Manager Administration server to maintain a level of productivity with minimal interruption of access to the Contact Center Manager Administration application.

52 Installation fundamentals To monitor Active Directory replication issues, you can use the Active Directory Replication Monitor (ReplMon.exe). The Active Directory Replication Monitor is a graphical user interface tool included with Windows Server 2003 Support Tools. You can use the Active Directory Replication Monitor to view the status of Active Directory replication, verify replication topology, force synchronization between domain controllers, and monitor the status and performance of domain controller replication. See the Server Administration (NN ) for more information about performing switchovers for maintenance. Communication Control Toolkit Communication Control Toolkit server employs an automated or manual switchover between the primary and the secondary server. The Automatic switchover option changes based on information provided to the new monitoring service (SMONW). The CCT Control Service monitors the threads of services. If a service fails, the SMONW service attempts to restart the service a number of times. If the failure continues, of if the CCT services are repeatedly crashes, the automatic switchover begins. See the Server Administration (NN ) for more information about performing switchovers for maintenance. Contact Center Multimedia Contact Center Multimedia employs only manual switchovers between the primary and secondary server. If the switchover fails, you must change the active server designation to the secondary server. For information, see the Server Administration (NN ) for more information about performing switchovers for continuity in the contact center or for maintenance. Standby server and network configuration Use only one active Nortel server subnet IP address with the active server for Contact Center Manager Server. The active Nortel server subnet IP address is the Nortel server subnet IP address that you originally configured on the Active Server. Components, such as Contact Center Manager Server, that connect to the Nortel server subnet always connect to the Active server using the active Nortel server subnet IP address. You can use managed IP addresses for campus redundancy. With a managed IP address, both the active and standby servers have the same IP address, thus other applications that require calls to the IP address or server

53 Installation fundamentals name (such as Contact Center Manager Administration needs the Contact Center Manager Server name), no requirements are required to reconfigure the contact center system. In geographic redundancy, where the servers need not be physically close, you do not configure a managed IP address for the servers. Instead, configure the resiliency and redundancy to perform a full site-by-site switchover. If Communication Control Toolkit goes down, then the whole site switches over to the configured standby server configuration for the entire contact center suite. Agent status during a switchover When the active server goes down, the agents continue to connect to the current call presented to them through Contact Center Manager Server skillbased routing. Subsequent calls are plain ACD calls and are presented to the telephone Default Queue. The agents need not log on and are aware only that Contact Center Manager Server is out of service based on information on their telephone displays. No skillset information appears on the telephone when calls are presented. When the standby server restarts, the ASM starts on the new active server and the TNs are acquired. The agents continue to connect to the current call presented to them through ACD, until the call is released. When the call is released, the agent telephone logs off, SetBusy appears on the display, and the MakeSetBusy key lamp is activated. The agents must log on again to handle Contact Center Manager Server skillset calls. Common utilities Several common utilities are installed with every Contact Center 7.0 application. Patch viewer (page 54) System Control and Monitor Utility (page 54) Automated Log Archiver (page 55) Contact Center Process Monitor (page 56) Trace Control Utility (page 57) Grace Period Reset (page 57) Database Maintenance (page 57) Resiliency & Replication (page 58)

54 Installation fundamentals Patch viewer Use the Patch viewer to view the patches currently on the server and the installation status (installed) of the patch for each application in Contact Center. For support, you must know which patches are installed on the server. Sample patch viewer window You must install patches for each server application in order of patch number (01, 02, 03) and then in order of size. You must install service updates (SUs) before Service Update Supplements (SUS), which you must also install before Design Patches (DP). You can use the patch viewer to uninstall patches from your system. You need not install older patches before you apply. System Control and Monitor Utility The System Control and Monitor Utility is a common utility that you can use on Contact Center servers to monitor the services and shut them down. The functionality of the utility is split between separate tabs for each installed Contact Center application. In addition, a summary of the progress appears on the main tab.

55 Installation fundamentals System Control and Monitor Utility Automated Log Archiver With a small number of exceptions (HDC, Toolkit, and MAS), all component logging is now on by default at an appropriate log level based on customer requirements review. A circular logging process occurs with a similar file name to configure a number of log files for each server. The user bounds the disk footprint of each component log. The log files for each component are configured in a circular manner. For each component, you can configure the number of log files for each component size limit of each log file The default log directory on every server is D:\Nortel\Logs\<product name>; <product name> is the name of the component. Each log file uses a standard naming convention: <product_name>_<component name>_<order number>.log. The timestamps in the log file follow a consistent format: YYYY- MM-DD hh:mm:ss.sss. To prevent over-writing or accidental deletion of log files, the Log archiver can archive or store the log files to a common location.

56 Log archiver utility Installation fundamentals The Automated Log Archiver uses one of two options to archive files: Automatic archiving that is always active when the Contact Center Log Archiver service runs on the server. The user initiates manual archiving using the Log Archiver utility. All monitored log files are copied to a.zip file. When you add a watched event manually, you can configure several options to see triggered events (renaming, creating, changing) and the action options (archive the file, archive all files in the directory, or archive the files that match the pattern). You can use wildcard characters to match the log files to monitor. Use the archiver settings to choose where the archive is to be placed and how much free space you need to configure for the archive on your server. Contact Center Process Monitor Contact Center Process Monitor is a tool that you use to influence the CPU usage of Contact Center processes. The Process Monitor provides monitoring and control features to ensure that no process can over consume CPU cycles and compromise the operation of the Contact Center.

57 Installation fundamentals Each process is monitored according to parameters for CPU usage. Control over processes is exercised by changing the priorities when usage exceeds defined values. Nortel recommends that you change the Contact Center Process Control only if you have serious performance issues. Trace Control Utility Trace Control is a utility used to manage traces for the Contact Center servers. The primary function is to provide a common user interface for the administrator to effectively manage trace settings for various services. A trace logs information provided by a component such as operations or issues and errors. Grace Period Reset If a communication error occurs between the Contact Center Manager Server or Communication Control Toolkit and the License Manager, normal operation of the Contact Center Manager Server or Communication Control Toolkit runs for the duration of the grace period. Use the Grace Period Reset application to reset the licensing file. For more information, see Update licensing grace period (page 78). Database Maintenance The Contact Center Manager Server, Communication Control Toolkit, and Contact Center Multimedia have a common backup and restore utility. Use this utility to perform the following functions on the Contact Center Manager Server, Communication Control Toolkit, or Contact Center Multimedia databases: change the database port number perform database expansion for Contact Center Manager Server (see Database expansion into a new partition (page 22)) migrate the database from release 6.0 to release 7.0 (Caché) format create a backup location on a network drive perform an immediate backup perform a scheduled backup restore the database

58 Installation fundamentals You can backup the Contact Center Manager Database, the Communication Control Toolkit database, the Contact Center Multimedia database, or the database configuration for backup locations, redundancy paths and schedule information (named ADMIN in the backup utility). Scheduled backups can occur weekly, monthly, or daily. If two backups are arranged to start at the same time, the larger timeframe backup occurs first. For example, if you have a weekly and a daily backup scheduled at the same time, the weekly backup is performed first, and followed immediately by the daily backup. When scheduling backups, ensure you configure the backup locations so that separate backup locations are created for each backup. If only one backup location is reserved, all backups are stored in the single location. You can choose the backup location for each scheduled backup. A database restoration always restores the most recent backup. To restore one of the older backups, you must manually copy files from the old backup to the current location. Resiliency & Replication The addition of a standby server provides redundancy. Configure the standby server to shadow an active or primary server. The data that is available to the active server is automatically available to the standby server. As a result, if the active server fails, no loss of configuration or statistical data occurs because the standby server replicates all data. This redundancy feature is supported for Contact Center Manager Server, Communication Control Toolkit and Contact Center Multimedia. The Resiliency and Replication utility provides an interface to configure the modes of each server, IP addresses for each server, notification settings, and settings of the active and standby servers. It is also used to configure and confirm switchovers between the active and standby servers. For more information, see Redundancy and resiliency (page 50).

59 Contact Center Manager Server Contact Center Manager Server is the core contact center component that provides the intelligent routing capability for voice and (if licensed) multimedia contacts to the most qualified agent. The most qualified agent is the agent with the appropriate capability to handle the type of contact and the appropriate skillset or unique abilities. Rules for contact treatment (what happens while the customer waits for a response) and routing (the contact response) can be simple or complex. The Contact Center Manager Server connects to one of the supported switch types. Each contact type is a licensed feature. see License Manager (page 69). Navigation Installation configuration (page 59) Operations performed on the server (page 65) Optional configuration tools (page 67) Installation configuration Use the DVD controller to install Contact Center Manager server stand-alone, with Server Utility and License Manager, or with all of the contact center components (Contact Center Manager Administration, Communication Control Toolkit, Server Utility, and License Manager). The following sections describe the installation information you need to know for the Contact Center Manager Server: DVD controller (page 60) User configuration (page 60) Default users (page 60) Services (page 61) Components (page 63) Possible co-resident components (page 64) NN Standard

60 Contact Center Manager Server DVD controller The DVD controller installs the following components on your server:.net Framework 3.5 installation Caché database CCMS MSI installation common components, including the server configuration utility and patch viewer database migration tool to convert CCMS 6.0 Sybase database to Caché for Contact Center 7.0 Available service updates and service update supplements User configuration When you install Contact Center Manager Server, you can choose the following items: switch: either Nortel Communication Server 1000/Meridian 1 or the Microsoft Office Communication Server type of contact center: nodal or networked export existing database to migrate to the Contact Center 7.0 installation database installation location patch installation location customer and site information host address for Real-Time statistics multicast (if applicable) server and ELAN subnet addresses CS 1000 switch data location The software installation location, by default, is on Drive D of your server in the Nortel folder. The SysOps Event log (D:\sysops.log) tracks events associated with an installation, reinstallation, upgrade, or uninstallation. It also tracks fatal errors that interrupt these operations. Use a text editor (for example, Notepad) to view the SysOps log. Default users The installation adds default users to the Windows operating system when you install Contact Center Manager Server. You must change your passwords for the Nortel user accounts to protect your system from unauthorized access.

61 Contact Center Manager Server You must configure several user accounts: NGenDist Windows remote access for distributors to remotely log on to the server if requested by the customer. NGenDesign Windows remote user for Nortel customer support to remotely log on to the server if requested by the customer. NGenSys The user used to monitor and manage the Contact Center Manager server. Services After you install the Contact Center Manager Server, services are created on the server. You can review the status of a service in the Windows Services, or in the System Control & Monitor Utility. Caché Controller for CCDSInstance CC Log Archiver CC Process Monitor CCMS ASM_Service CCMS AUDIT_Service CCMS Control Service CCMS EB_Service CCMS ES_Service CCMS HDC_Service CCMS HDM_Service CCMS Host Application Integration CCMS IS_Service Caché controller Monitors and archives log files across the Contact Center portfolio Monitors and balances the CPU usage of Contact Center processes Performs agent management and skillset queuing Processes all notifications created by the local OA&M service and generates appropriate actions CCMS Service Controller Distributes internal CCMS agent work flow and contact processing events to the reporting services CORBA Service to allow third-party applications to receive Agent related events Calculates CCMS historical reporting statistics from agent workflow and contact processing events Manages the bulk loading of CCMS historical reporting data into the database and consolidates statistics into daily, weekly, and monthly summaries Integrates CCMS with TAPI and ODBC databases Provides contact intrinsic statistics data to the CCMS task flow engine for application writing (1 of 3)

62 CCMS MAS Configuration Manager CCMS MAS Event Scheduler CCMS MAS Fault Manager CCMS MAS LinkHandler Port #2 CCMS MAS OM Server CCMS MAS Security CCMS MAS Service Daemon CCMS MAS Service Manager CCMS MAS Time Service CCMS MLSM_Service Contact Center Manager Server Provides wide-ranging data services to components about the state of the local CCMS Schedules and executes CCMS-related service requests to remote clients Provides report and event log and alarm processing services Messaging interface between TSM and CallPilot Provides monitoring services of local CCMSrelated resources Provides access control, password encryption, and administrative and audit services to the local CCMS Starts and restarts MAS Service Manager when required Responsible for safe and continued operations of all registered CCMS services Allows CCMS server time to be synchronized on a continuous basis with the M1 switch Allows third-party CTI applications call control ability CCMS NBMSM_Service Multimedia services manager CCMS NBNM_Service Resolves logical CCMS addresses into physical IP addresses CCMS NBTSM_Service Implements the Service Provider Abstraction Layer to the rest of CCMS components CCMS NCCOAM_Service CCMS NDLOAM_Service CCMS NINCCAudit_Service CCMS NITSM_Service CCMS OAM_Service CCMS OAMCMF_Service Processes messages to and from satellite NDL CCMS Processes messages to and from a dedicated NCC NCC polling of database connectivity to Nodal servers Dependent on NBTSM service Framework that provides data, controls and communicates changes made to core CCMS data OAM to CMF bridge (2 of 3)

63 Contact Center Manager Server CCMS RDC_Service Calculates CCMS real-time reporting statistics from agent workflow and contact processing events CCMS RSM_Service Common Object Request Broker Architecture (CORBA)/IP Multicast to provide basic status reporting capability to third-party application CCMS SDMCA_Service Cache of CCMS agent and skillset IDs and assignments and other data used by the Statistical Data Manager components CCMS SDP_Service Propagates CCMS real-time statistical data to reporting clients CCMS SIP_Service SIP Gateway CCMS TFA_Service Third-party applications register for call data CCMS TFABRIDGE_Service CCMS TFE Bridge Connector CCMS TFE_Service CCMS UNE_Service CCMS VSM_Service Win32 Proxy server to allow for RPC calls to CORBA Bridge Connector for Cisco integration Routes Telephone Calls and Multimedia contacts Universal Networking Engine Play Voice Services to calls placed in the contact center (3 of 3) Components Contact Center Manager Server has functions distributed among various components: Server software The server software manages functions such as the logic for contact processing, contact treatment, contact handling, contact presentation, and the accumulation of data into historical and real-time databases. This server runs with Windows Server 2003 (Enterprise or Standard). For more information about the following utilities on the CCMS server, see Server Administration (NN ): Database Integration Wizard A connection between the data within Contact Center Manager Server and an external host database. Feature Report Easy access to the system attributes of the Contact Center Manager Server such as customer name and company name. Multicast Address and Port Configuration Use this utility to change the default data for the optional Real-Time Statistics Multicast (RSM) feature.

64 Contact Center Manager Server Multicast Stream Control Use this utility to modify the settings for the applications that require real-time statistics to be turned on manually. Server Configuration Return to the data completed during the initial installation of Contact Center Manager server to modify or update the information. Configuration utility This interface runs through the Command line prompt only. Use the Configuration utility (nbconfig) to configure local machine settings for Contact Center Manager Server. CCMS database The CCMS database is a Caché database that is configured using the Contact Center Manager Administration application. The CCMS database stores applications for routing contacts, agents, supervisors, skillsets, and all related assignments, Control Directory Numbers (CDNs), and Dialed Number Identification Service (DNISs). The switch The switch (either a Communication Server 1000/Meridian 1 switch or a Microsoft Office Communication Server) provides telephony services and voice network connectivity. Common server utilities The utilities that are common to all servers in the Contact Center that provide basic monitoring of the software and switch statuses. The common server utilities include the Patch Viewer, Log Archiver, Process Monitor, System Control & Monitor Utility and Trace Control. See Common utilities (page 53). Common database utilities The utilities that are common to all servers in the Contact Center related to database functionality such as backups and restores and the warm standby. The common database utilities are Database Maintenance and Resiliency and Replication. See Common utilities (page 53). Uninstallation An application used to uninstall Contact Center Manager Server components. Possible co-resident components You can install other components on the Contact Center Manager Server: The License Manager The License Manager software that provides access to features within Contact Center. The License Manager is installed with the Contact Center Manager Server software. Fields and commands for features that you did not purchase are not available. Server Utility See Contact Center Server Utility (page 79). Contact Center Manager Administration See Contact Center Manager Administration (page 92). Communication Control Toolkit See Communication Control Toolkit (page 105). If you plan to install Communication Control Toolkit on the server co-resident with Contact Center Manager Server, you must also install Contact Center Manager Administration on the server.

65 Contact Center Manager Server Operations performed on the server The Contact Center Manager Server gathers and routes contacts. See the following sections: Gather voice and multimedia contacts (page 65) Contact routing and queuing (page 65) Multicast communication (page 66) Network routing (page 67) Gather voice and multimedia contacts Contact Center Manager Server connects to a switch to collect incoming voice contacts. Contact Center Manager Server provides queuing, routing, reporting and management of incoming voice contacts. Contact Center Manager Server can also manage multimedia contacts using the Open Queue feature. The Open Queue is a licensed feature that provides seamless integration between Contact Center Manager Server, Contact Center Manager Administrator, Contact Center Multimedia, and Communication Control Toolkit products. It provides queuing, routing, reporting, and management of outbound voice, Web communications, and contacts. Contact Center Manager Server is also used in a SIP-enabled contact center, where communication sessions are established over Internet Protocol (IP) networks for interactive communication between two or more entities. SIP enables converged voice and multimedia services, such as instant message and buddy lists. Contact routing and queuing Application elements create call routing schemes and treatments. Some examples of elements that you can use to create applications include Queue to Agent Queues a contact to a specific agent or group of agents. Queue to Skillset Queues a contact to a specific skillset. Give Music Provides a caller with music from a defined source. Give RAN Provides a recorded announcement to a caller. Give Broadcast Announcement Broadcasts an announcement to multiple callers at the same time (for example, to let the caller know the voice contact may be recorded). Give IVR Provides a caller with an automated method of entering and retrieving information from a voice system while maintaining queue order.

66 Contact Center Manager Server Collect Digits Collects information from the caller, such as the reason for the contact or an account number. The collected digits can then be used to route or treat the contact. For information about configuring contact routing and queuing, see Nortel Contact Center Configuration Service Creation Environment Application Development (NN ). Multicast communication IP Multicast communication transmits messages to multiple recipients at the same time. This one-to-many delivery mechanism is similar to broadcasting, except that multicasting transmits to specific groups and broadcasting transmits to everybody. Because IP Multicast transmits only one stream of data to the network where it is replicated to many receivers, multicasting saves a considerable amount of bandwidth. IP Multicast provides services such as the delivery of information to multiple destinations with a single transmission and the solicitation of servers by clients. Unicast communication requires the source to send a copy of information to each recipient: 10 recipients require 10 copies of the data. This method creates two constraints: The source system resources are wasted because they duplicate or distribute multiple copies of the same piece of information. The combined size of the copies of data sent to recipients cannot be greater than the share of bandwidth available to the source. A system or router can be a host and can send multicast data to a multicast group if it meets the following conditions: The network interface in the system is multicast-capable. The system or router is on a network with a local multicast router. The sender need not be a member of a multicast host group if it sends only multicast data. The sender must be in a multicast host group only if receipt of multicast data is required. Recipients of IP multicasting data are called host groups. Host groups fall into the following two categories: permanent host groups transient host groups

67 Contact Center Manager Server IP multicasting specifies multicast host groups using addresses that range from to While IP addresses identify a specific physical location, a multicast IP address identifies a request from a client to a host to join a multicast group. When choosing IP multicast sending and receiving addresses, note the following restrictions: The IP multicast addresses through , inclusive are reserved for routing protocols and topology discovery or maintenance protocols. The IP multicast addresses through , inclusive are reserved for specific applications like Net News. The following organizations maintain current information about IP multicasting addressing and can provide access to an extensive list of reserved IP multicast addresses. Nortel strongly recommends that you review the information at one or both of these sites before you assign an IP address to a multicast group: Internet Engineering Task Force ( Internet Assigned Numbers Authority ( Network routing The Network Control Center server is a version of the Contact Center Manager Server that manages the Network Skill-Based Routing (NSBR) configuration and communication between servers in a Contact Center Manager Server network. The Network Control Center server is required when servers in multiple Contact Center Manager Server sites are networked and operating as a single distributed contact center. The Network Control Center server runs the Network Control Center (NCC) software application, a feature of the Contact Center Manager Server software. Use the Configuration utility (nbconfig) to configure network sites and machine settings for the Contact Center Manager Server network. For more information about installing and commissioning the Network Control Center, see Installation (NN ) and Nortel Contact Center Commissioning (NN ). Optional configuration tools Several programming tools are available with Contact Center Manager Server: Programming units (page 68) Web services (page 68)

68 Contact Center Manager Server Programming units Contact Center Manager Server provides a number of open interfaces that third-party developers can use to build applications that work with Contact Center Manager Server: Real-Time Statistics Multicast Host Data Exchange Meridian Link Service Manager Real-Time Statistics Multicast (RSM) and Real-Time Interface (RTI) provide real-time information to applications such as wall boards. The Host Data Exchange (HDX) provides an interface for applications to communicate with the call processing script and work flow. This interface allows the workflow to access information in an external database. With the Open Database Connectivity (ODBC) interface, an application can extract information from the Contact Center Manager Server database. The Meridian Link Service Manager (MLSM) interface provides messaging and control of resources on the telephony switch. The MLSM interface is typically used to implement softphone features. Programming guides are available for each of the programming interface. Web services The Open Queue Open Interface delivers existing Open Queue functionality to third party applications using a Web service. In a controlled fashion, third-party applications can add and remove contacts of a specific type in the Contact Center. For more details, see the SDK documentation. The Open Networking Open Interface enables a third-party application to perform the transfer of a call between nodes in a network with data associated with that call intact. Third-party applications can reserve a Landing Pad on the target node enabling the call to be transferred with data attached. The Web services also provide the functions to cancel the reserving of a Landing Pad freeing it up for other calls to be transferred across the network. For more details, see the SDK documentation.

69 License Manager The License Manager controls the licensing of features within Contact Center. The License Manager provides central control and administration of application licensing for all of the features of Contact Center. You can choose Nodal Licensing mode for a single Contact Center installation or Corporate Licensing mode for a network of Contact Center installations. You can also maintain a secondary License Manager, which takes over the licensing for Contact Center if the primary License Manager fails. This chapter describes the Nodal and Corporate Licensing modes, how to interpret your license file, how to install and configure the License Manager for your contact center, and the licensing grace period. Navigation Installation configuration (page 69) Operations performed on the server (page 71) Installation configuration Use the DVD controller to install Contact Center Manager server stand-alone, with Server Utility and License Manager, or with all of the contact center components (Contact Center Manager Administration, Communication Control Toolkit, Server Utility, and License Manager). The following sections describe the installation information you need to know for the Contact Center Manager Server: DVD controller (page 70) User configuration (page 70) Services (page 71) Components (page 71) Possible co-resident components (page 71)

70 License Manager DVD controller The DVD controller installs the following components on your server:.net Framework 3.5 installation common components, including the server configuration utility and patch viewer available service updates and service update supplements User configuration When installing Contact Center License Manager, you can choose the following items: software installation location patch installation location other options depend on other applications installed with the License Manager Before installing Contact Center, you must know whether you plan to use Nodal or Corporate Licensing. The License Manager software has minimal impact to the other operations of the server. You can install the License Manager on the Network Control Center (NCC) server or a Contact Center Manager Server, based on the following rules: If you install Contact Center components in a networked environment with a NCC server, and you use Corporate Licensing, Nortel recommends that you install the License Manager on the NCC server. If you install Contact Center components in a networked environment with an NCC server, and you use Nodal Licensing, you must install the License Manager on Contact Center Manager Server. The NCC server must point to the Contact Center Manager node that has a license for the NCC server. If you install a single Contact Center Manager, install the License Manager on the same server. If you install Communication Control Toolkit in a Knowledge Worker environment, where you have no Contact Center Manager Server, install the License Manager on the Communication Control Toolkit 7.0 server. The SysOps Event log (D:\sysops.log) tracks events associated with any installation, reinstallation, upgrade, or uninstallation operation. It also tracks fatal errors that interrupt these operations. Use a text editor (for example, Notepad) to view the SysOps log.

71 License Manager Services After you install the Contact Center License Manager, several Windows services are configured on the server. You can review the status of a service in the Windows Services, or in the System Control & Monitor Utility. CC LIcense Manager Controls the features licensed in the Contact Center suite CC Log Archiver Monitors and archives log files across the Contact Center portfolio CC Process Monitor Monitors and balances the CPU usage of Contact Center processes Components Contact Center License Manager functions are distributed among various components: Server software The server software is responsible for licensing and monitoring features such as the contact types, open queue and resiliency. Common server utilities The utilities common to all servers in the Contact Center that provide basic monitoring of the status of the software and the switch. The common server utilities include the Patch Viewer, Log Archiver, Process Monitor, System Control & Monitor Utility and Trace Control. See Common utilities (page 53). Uninstallation An application used to uninstall Contact Center License Manager components. Possible co-resident components You can install the following applications co-resident on the Contact Center Manager Server: Contact Center Manager Server See Contact Center Manager Server (page 59). Server Utility See Contact Center Server Utility (page 79). Contact Center Manager Administration See Contact Center Manager Administration (page 92). Communication Control Toolkit See Communication Control Toolkit (page 105). If you plan to install Communication Control Toolkit on the server co-resident with Contact Center Manager Server, you use the contact center software in the Direct-connect mode. Operations performed on the server The Contact Center Manager Server is responsible for gathering and routing the contacts. This section provides information about Configure and view licenses (page 72)

72 License Manager Understand licensed features (page 72) Configure license alarms (page 74) Choose nodal or corporate licensing (page 74) Configure MPS or CCTIVR (page 75) Manage redundant license manager (page 76) Maintain switch considerations (page 77) Update licensing grace period (page 78) Configure and view licenses The License Manager Configuration utility provides the license name, the maximum number of licenses available, the current number of licenses issues, and real-time information regarding license usage. The License Manager Configuration utility refreshes every minute to provide a real time view of the licenses that are issued. License Manager Configuration utility Understand licensed features This section describes some of the licensed features in Contact Center. You must use License Manager Release 7.0 for Contact Center 7.0 applications.