Nortel Contact Center. SIP Commissioning NN

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1 NN

2 Document status: Standard Document issue: Document date: 26 July 2010 Product release: Release 7.0 Job function: Configuration Type: Technical document Language type: English Copyright Nortel Networks. All Rights Reserved. LEGAL NOTICE 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, the NORTEL logo, the Globemark, Meridian 1, and Succession are trademarks of Nortel Networks. Internet Explorer, Office Communications Server 2007, and Windows are trademarks of Microsoft Corporation. All other trademarks are the property of their respective owners.

3 Contents New in this release 5 Features 5 Microsoft Office Communications Server Instant messaging and presence 5 New contact types 6 SIP-enabled Contact Center feature limitations 6 Increased capacity 6 Other changes 7 Content arrangement 7 Introduction 8 Introduction to TDM and SIP Contact Centers 8 Traditional TDM Contact Center 8 Introduction of SIP 9 SIP Contact Center 9 CDNs and SIP Route Points 11 Networking Routing Service (NRS) 11 New in this Release 11 Communication Server 1000 configuration 14 Adding SIP Endpoints for Contact Center Manager Server 18 Adding SIP Routing Entry for Contact Center Manager Server 20 Configuring the Signaling Server for SIP CTI (Remote Call Control) 21 Configuring the Call Server for SIP CTI (Remote Call Control) 22 Configuring Agent DN with SIP CTI (RCC) on the Call Server 23 Configuring Communication Server 1000 for SIP fall-back to ACD 24 Office Communications Server configuration 27 Ensuring that OCS supports TCP SIP Transport connection type 28 Adding Contact Center Manager Server as an authorized host 29 Adding a static route from OCS to Contact Center Manager Server 30 Contact Center Manager Server configuration 32 Adding the Contact Center Manager Server to Contact Center Manager Administration 34 Adding route points for voice and instant messages 34

4 - 4 - Contents Adding media servers 36 Adding media servers to the required services 37 Adding agents to the contact center 38 Adding a TFE script 40 Interactive Communications Portal configuration 41 Running Contact Center ICP Services.exe on the ICP server 42 Adding the license for the CCIS service 43 Adding Contact Center Manager Server as a trusted node 44 Uploading a batch zip file 45 Uploading a media file 46 Configuring ICP settings for SIP Contact Center 47 Agent configuration in Communication Control Toolkit 49 Importing Windows users into Communication Control Toolkit 50 Importing agents into Communication Control Toolkit 52 Mapping agents to Windows users 52 Contact Center Agent Desktop deployment 54 Deploying Contact Center Agent Desktop for the first time 55 Logging on to the Contact Center Agent Desktop 56 Configuring CCMM user name and password and OCS account details 57 Starting the Contact Center Agent Desktop after initial installation 58 SIP Contact Center testing 59 Verifying correct operation 59 Hotdesking configuration 60 Logging on to Virtual Office remotely 60 Logging off of Virtual Office 61

5 New in this release The following sections detail what is new in SIP Commissioning (NN ) for Release 7.0. Navigation Features Features (page 5) Other changes (page 7) See the following sections for information about feature changes: Microsoft Office Communications Server 2007 (page 5) Instant messaging and presence (page 5) New contact types (page 6) Increased capacity (page 6) SIP-enabled Contact Center feature limitations (page 6) Microsoft Office Communications Server 2007 Microsoft Office Communications Server (OCS) 2007 provides features such as enterprise-wide presence, security-enhanced enterprise instant messaging, host on-premise audio, and Voice over IP (VoIP). Instant messaging and presence Enterprises can use OCS 2007 to share presence information and instant messages with partners, suppliers, customers and users on other private enterprise networks and with public instant messaging services like MSN, AOL, and Yahoo. The capability to exchange presence status and instant messages (IM) with external parties is known as federation. Remote access, federation, and public IM server connectivity all use similar access techniques. Agents can use presence information to engage the skills of knowledge workers in a partner enterprise and request assistance with contact center contacts.

6 - 6 - New in this release New contact types For Release 7.0, Contact Center Multimedia is part of the SIP Contact Center solution. Contact types not available in Release 6.0 (such as outbound voice, , and Web communications) are available for Release 7.0. However, video is not available for Release 7.0. SIP-enabled Contact Center feature limitations SIP-enabled Contact Centers have the following limitations: ACD fallback - SIP-enabled Contact Centers do not use the ACD key on Agent phones. For more information on ACD fallback, see Configuring Communication Server 1000 for SIP fall-back to ACD (page 24). SIP-enabled Contact Centers do not support the following features: Call Forward (CFW) is not supported. CFW must be disabled on Agent phones. Call Forward is not supported on Agent phones. Call Forward All Calls and Call Forward No Answer are not supported. The Call Presentation Class of Service settings may be used to direct calls back to the application. Transferring calls from an Agent s personal DN to a Controlled Directory Number (CDN). Music-On-Hold during transfer is not supported. Standard Music-On-Hold is supported. Emergency key. Trunk information in Historical Reports. Host Enhanced Routing. The "Let call ring" Presentation class. The Instant Messaging CDN alias and number must be configured the same. Increased capacity The following table shows the improved capacity between SIP Contact Center Release 6.0 and 7.0. Release 6.0 Release 7.0 Maximum configured agents Maximum active voice agents Maximum voice contacts/ hour

7 - 7 - New in this release Release 6.0 Release 7.0 Maximum multimedia contacts/hour Maximum multimedia agents Other changes See the following sections for information about changes that are not featurerelated: Content arrangement (page 7) Content arrangement The documentation suite for Contact Center 7.0 is rearranged to fulfill the requirements for the Nortel modular format. The content in this document is sorted by job functions and tasks rather than by servers. Use the Nortel Contact Center Documentation Roadmap (NN ) to determine which document to review.

8 Introduction This document introduces SIP based Contact Centers and it describes the necessary steps to configure a SIP Contact Center. Introduction to TDM and SIP Contact Centers The following sections describe how SIP based contact centers have evolved from traditional TDM based contact centers. It describes the basic concepts and components of a SIP based contact center and why SIP contact centers no longer use a CS1000 CDN. Traditional TDM Contact Center Communication Server 1000 uses a Call Server (CS) to handle traditional TDM telephony. Traditional TDM based phone sets connect directly to this Call Server. In TDM based contact centers the Contact Center Manager Server (CCMS) controls the Communication Server 1000 (CS1000) contact center calls by controlling a Controlled Directory Number (CDN) on the CS1000 Call Server. The CCMS communicates with the CS1000 Call Server using a proprietary Nortel Application Module Link (AML) over an embedded network (E-LAN). Each CCMS requires a dedicated Communication Server 1000 to handle the contact center calls. Using a CCMS to control contact center calls like this allows CCMS support skill based routing, call treatments and reporting.

9 - 9 - Introduction TDM based Contact Center Introduction of SIP The Session Initiation Protocol (SIP) is a signalling protocol widely used for controlling multimedia communication sessions such as voice and video calls over Internet Protocol (IP). SIP works in the application layer of the Open Systems Interconnection (OSI) communications model. SIP can establish multimedia sessions or Internet telephony calls, and modify, or terminate them. SIP is designed to be independent of the underlying transport layer. It is a text-based protocol, incorporating many elements of the Hypertext Transfer Protocol (HTTP) and the Simple Mail Transfer Protocol (SMTP) allowing for direct inspection by administrators. SIP Contact Center Communication Server 1000 Release 4.0 introduced SIP support. Communication Server 1000 uses an additional server, called a Signalling Server (SS) to handle SIP signalling. The Signalling Server connects to the traditional Call Server via a local ELAN. The SS converts traditional signals like PRI DCHs into new interfaces such as SIP trunks and SIP CTI (TR87/ CSTA). The SS has two network interfaces to support this functionality, one facing the ELAN and the other facing the T-LAN/IP Network.

10 SIP based Contact Center Introduction CCMS added a SIP Gateway Manager (SGM) component to support SIP. The SGM is a CCMS component that communicates with the outside world using the SIP protocol. The CCMS SGM is a standalone SIP element that can receive and process IP calls without help from a Communication Server The CCMS SGM is the call processor in the Contact Center. A SIP CTI application on the SS looks like a TAPI application from a CS point of view. The SIP CTI application acquires and controls telephone sets, and uses a ELAN configuration in the same way as any TAPI application would. The SIP CTI application communicates via SIP, with CSTA (TR87) on its IP side. SIP Contact Centers no longer need an ACD, CDN or ACD phones on the Communication Server Calls can originate anywhere in the SIP network. In smaller deployments, calls typically enter via a PRI link into the CS1000. The CS1000 uses its DSPs to convert TDM calls into IP and tandems these IP calls for processing to the SIP CC. When incoming PSTN trunk calls need to be processed by the SIP contact center, the CS1000 SS

11 Introduction converts them from TDM into IP and tandems them onto the SIP CC. Nortel standard dialling plans are employed to incorporate the SIP CC into the overall dialling plan setup. CDNs and SIP Route Points In a traditional TDM contact center, a CDN and its ACD/Agents are configured on the Communication Server 1000 CS. When the CCMS starts up, it acquires the CDN (and its agents) using the AML link into the CS1000. In a SIP contact center, the CDN (called a Route Point in SIP) is no longer on the CS1000, so there is nothing to be acquired on the Communication Server The CCMS no longer has an AML link with the CS1000 and therefore it can not control its CDNs. CCMS SGM emulates and controls CDNs (SIP Route Points) configured in CCMA. Networking Routing Service (NRS) Networking Routing Service (NRS) is a software application. The NRS may run on the CS1000 Signalling Server or on a standalone Commercial Off The Shelf (COTS) server. There are two types of NRS: SIP Redirect Server (SRS), and SIP Proxy Server (SPS). The NRS provides routing services to SIP compliant devices. The CS1000 needs an NRS to route calls to the SIP Contact Center. The SIP Contact Center (CCMS SGM) may route voice calls to contact center agents via the NRS. New in this Release In Release 7.0, SIP supports the following contact types: voice instant message (IM) multimedia (Web communications, outbound, ) SIP Contact Center is installed in an environment that supports Converged Office. Although Converged Office is not mandatory, the Office Communications Server and the Communication Server 1000 must be able to support it, as SIP Contact Center employs the same interfaces, such as SIP trunking (TCP) and SIP Computer Telephony integration (CTI) for Remote Call Control (RCC). This guide is presented in an order that allows the different aspects of the solution to operate as intended.

12 Introduction Prerequisites Ensure you have the most recent documentation. Documentation is available on the Nortel Web site at Read Fundamentals (NN ). Read Planning and Engineering (NN ). Install the Office Communications Server. Install and commission the following Contact Center components required for SIP Contact Center: Contact Center Manager Server Communication Control Toolkit License Manager Server Utility Contact Center Manager Administration Contact Center Multimedia Interactive Communications Portal (ICP) Contact Center Information Services (CCIS) For more information about installing and commissioning Contact Center components, see Installation (NN ) and Commissioning (NN ).

13 Introduction Navigation Communication Server 1000 configuration (page 14) Office Communications Server configuration (page 27) Interactive Communications Portal configuration (page 41) Contact Center Manager Server configuration (page 32) Agent configuration in Communication Control Toolkit (page 49) Contact Center Agent Desktop deployment (page 54) SIP Contact Center testing (page 59) Hotdesking configuration (page 60)

14 Communication Server 1000 configuration This chapter describes how to configure the Communication Server 1000 switch for a SIP contact center. This chapter also describes how to configure the Communication Server 1000 to continue processing calls should the SIP Contact Center be taken off line for maintenance, or in the unlikely event of an outage. Prerequisites to Communication Server 1000 configuration A detailed presentation on SIP concepts and configuration on CS 1000 for SIP/OCS Contact Center and Contact Center Express may be found with the Contact Center Technical Documentation collection on the Nortel Technical Support portal. See SIP Deployment and Troubleshooting on CS 1000 for SIP/OCS Contact Center 7.1 and Contact Center Express 7.1 available in the Contact Center Technical Documentation collection on the Technical Support portal at You should be familiar with IP Telephony, including SIP Trunking and TR87 CTI on the Communication Server Engineer the Communication Server 1000 system so it is capable of supporting SIP, in particular DSP hardware resources to support TDM/IP transcoding. Incoming PSTN calls will require one DSP per call. Agents with TDM sets will each require another DSP. For more information, see Communication Server 1000M Large System Planning and Engineering - (NN ) and Communication Server 1000E Planning and Engineering - (NN ). Obtain suitable licenses and packages for SIP trunking, T87A Class of Service (CLS), and SIP CTI services. Configure SIP trunking and SIP CTI in the same way as you configure Converged Office. For more information, see Nortel Converged Office Fundamentals Microsoft Office Communications Server 2007 (NN ). Configure a dialing plan (CDP or UDP) using Element Manager or CS 1000 overlays required to route calls from the Communication

15 Communication Server 1000 configuration Server 1000 towards the SIP Contact Center Manager Server. Typically, this configuration occurs through the SIP trunk towards the Network Routing Service (NRS). This dialing plan can already exist on your network (you can determine this from your system diagram and the Nortel Contact Center Installer Roadmap (NN ). Communication Server 1000 configuration procedures This task flow shows the sequence of procedures you perform to configure the Communication Server 1000 for a SIP-enabled contact center. There is an optional procedure covering SIP Contact Center fall-back to Communication Server 1000 ACD. To link to any task, go to Communication Server 1000 configuration navigation (page 17).

16 Communication Server 1000 configuration Communication Server 1000 configuration procedures

17 Communication Server 1000 configuration Communication Server 1000 configuration navigation Adding SIP Endpoints for Contact Center Manager Server (page 18) Adding SIP Routing Entry for Contact Center Manager Server (page 20) Configuring the Signaling Server for SIP CTI (Remote Call Control) (page 21) Configuring the Call Server for SIP CTI (Remote Call Control) (page 22) Configuring Agent DN with SIP CTI (RCC) on the Call Server (page 23) Configuring Communication Server 1000 for SIP fall-back to ACD (page 24)

18 Communication Server 1000 configuration Adding SIP Endpoints for Contact Center Manager Server The Contact Center Manager Server is added as a static Endpoint to the NRS, as dynamic Registration is not yet supported. Once added, routing entries are also added, to enable the NRS decide, based on received REQUEST URI s, when to forward calls to this new Contact Center Manager Server endpoint. Various types of Network Routing Services are available for the Communication Server 1000, such as SIP Redirect Server (SRS) or SIP Proxy Server (SPS). Procedure steps Step Action 1 Log on to Element Manager of the NRS. 2 In the navigation pane, expand the Numbering Plan option. 3 Click Endpoints, Gateway Endpoints. 4 Under Managing, click on the Standby database. 5 In the Limit results to Domain, select the appropriate domain from the All service domains drop-down box. 6 In the Limit results to Domain, select the appropriate domain from the All L1 domains drop-down box. 7 In the Limit results to Domain, select the appropriate domain from the All L0 domains drop-down box. This selects the domain to which the new Endpoint will be added and the Add button is now enabled. 8 Click Add. 9 In the End point name box, type the name of the Contact Center Manager Server. 10 Enter a Description. Enter a descriptive name for the CCMS in your Contact Center. 11 Scroll down to find the Static endpoint address field. 12 In the Static endpoint address box, type the IP address of the Contact Center Manager Server. 13 From the SIP support drop-down list, select Static SIP endpoint. 14 Click the SIP TCP transport enabled check box. (UDP may also be selected. TLS is not yet supported). 15 Click Save. 16 In the left pane, click System, Database. 17 Click Cut over.

19 Communication Server 1000 configuration 18 Click Commit. --End--

20 Communication Server 1000 configuration Adding SIP Routing Entry for Contact Center Manager Server Routing entries enable the NRS decide when to forward calls to the Contact Center Manager Server endpoint. Procedure to add a SIP Routing Entry for Contact Center Manager Server. Prerequisites Need to know the dialling plan entry. Procedure steps Step Action 1 Log on to Element Manager of the NRS. 2 In the navigation pane, expand the Numbering Plan option. 3 Click Routes, Gateway Endpoint. 4 Under Managing click on the Standby database. 5 In the Limit results to Domain, select the appropriate domain from the All service domains drop-down box. 6 In the Limit results to Domain, select the appropriate domain from the All L1 domains drop-down box. 7 In the Limit results to Domain, select the appropriate domain from the All L0 domains drop-down box. 8 Click Add. 9 From the DN type drop-down list, select the appropriate Dial Plan. 10 Enter the required DN prefix to integrate your Contact Center solution into your Dial Plan. 11 Enter a Route cost to support least cost routing, usually just Click Save. 13 In the left pane, click System, Database. 14 Click Cut over. 15 Click Commit. --End--

21 Communication Server 1000 configuration Configuring the Signaling Server for SIP CTI (Remote Call Control) Configure the SIP Signaling Server for SIP CTI (Remote Call Control) and check the SIP CTI services configuration. You can use SIP CTI to control and monitor a Communication Server 1000 DN with TR87 class of service (CLS), specified with key 0 or 1 using the AST prompt. Normally, you require only one association between SIP Contact Center and the SIP CTI service for correct operation. However, if Contact Center Agent Desktop shuts down unexpectedly, the association or SIP session may not close correctly, leaving an un-associated session on the Signalling Server. If the value of Maximum Associations per DN list is 1, the Contact Center Agent Desktop cannot acquire the phone, as the Signalling Server is still using the only session. If the value of Maximum Associations per DN list is 2, the Contact Center Agent Desktop can reacquire the phone using the second session. After activity is detected on the phone, the Communication Server 1000 clears the inactive SIP CTI sessions. Prerequisites The Signalling Server must be reset for the following changes to take effect. Procedure steps Step Action 1 Log on to Element Manager of the Signalling Server. 2 In the left pane, click System, IP Network, Nodes: Servers, Media Cards. 3 Click Edit. 4 In the right pane, expand the SIP CTI Services heading. 5 Select the Service Enabled check box. 6 Un-check the Support TLS Endpoints Only check box. 7 Under CTI Settings, from the Maximum Associations per DN list, select the maximum number of associations for each DN. This value must be between 1 and 10. Nortel recommends that you configure this value as 2 or higher. 8 Click Save and Transfer. --End--

22 Communication Server 1000 configuration Configuring the Call Server for SIP CTI (Remote Call Control) Configure the Call Server for SIP CTI using the following example. This procedure uses an example from a Release 5.0 CP-PM system. Adding a new elan and vas for SIP CTI using a Terminal. Procedure steps Step Action 1 >ld 17 REQ chg TYPE adan ADAN new elan 36 CTYP elan DES elan LCTL... ADAN DATA SAVED ADAN... REQ chg TYPE vas VAS new VSID 36 ELAN 36 SECU yes INTL MCNT VSID VAS <- Must be over 35 because it is virtual --End--

23 Communication Server 1000 configuration Configuring Agent DN with SIP CTI (RCC) on the Call Server Use the example in the following procedure to configure agent DN with SIP CTI on the Call Server. This procedure uses an example from a Release 5.0 CP-PM system. SIP CTI is used to control and monitor a CS1000 DN with T87A CLS, specified with key 0 or 1 via the AST prompt. Prerequisites Create Agent DNs with T87A class of service (CLS) and AST key. Procedure steps Step Action 1 Configure the Call Server as shown in the following example: >ld 11 REQ: new TYPE: 2004p1 TN DES 2004p1 CUST 0 NUID... SFLT CAC_MFC CLS t87a <- Use t87a Class of Service for SIP HUNT SCI PLEV DANI AST 1 <- May also be 0 IAPG ITNA MLWU_LANG MLNG DNDR KEY 00 scr <- Key zero is SCR MARP CPND VMB KEY --End--

24 Communication Server 1000 configuration Configuring Communication Server 1000 for SIP fall-back to ACD If a SIP Contact Center needs to be taken off line for maintenance, or in the unlikely event of an outage, it is possible to configure the Communication Server 1000 to accommodate this and continue processing calls with reduced functionality. This section describes one possible Communication Server 1000 configuration to handle SIP CC outages. This suggested configuration is based on CS1000 Night Service Call Forward (NCFW) functionality. SIP CC Fall-back to CS1000 ACD using NSVC Customers call a published ACD directory number (DN) or a published DN forwarded to the ACD DN. In this example they call ACD Q1. Normal SIP Contact Center Operation In normal operation the Supervisor will operate this first queue (ACD Q1) in Night Service (NSVC). Calls arriving at first ACD queue (ACD Q1) are forwarded (using Night Service Call Forward) to the SIP Contact Center via a SIP trunk. The SIP Contact Center processes theses calls, and presents them to the SCR key 1 on the Agent set. SIP Contact Center failure to CS1000 ACD If the SIP Contact Center fails the Supervisor must manually take the first ACD queue (ACD Q1) queue out of Night Service by pressing the NSVC key and then pressing key 3 (D) on the Supervisor s phone set. Calls arriving at the first ACD queue (ACD Q1) are forwarded to the second ACD queue (ACD Q2) and are presented in the traditional Round-Robin method to the ACD key 0 on an Agent set.

25 Communication Server 1000 configuration Recovery When the SIP contact center maintenance cycle is complete or has recovered, the Supervisor must put the first ACD queue (ACD Q1) back into Night Service (NSVC) by pressing the NSVC key and then pressing key 6 (N) on the Supervisor s phone set. Customer calls are forwarded to the SIP Contact Center again. Limitations The MSB key is required to take a set out of MSB. Using the MSB key makes both the ACD key and SCR key busy. The MSB key defaults to active after a Call Server init. MSB must be deactivated for agents to receive any calls. The Supervisor (with the NSVC key) must monitor the state of the SIP CC and switch between states manually. There can only be one Night Service key per ACD queue Confusing to Agent In normal operation the Agents should use CCAD. In fall-over operation the Agents can only use the phone set.

26 Communication Server 1000 configuration Approach Outline This is an outline of how to setup Night Service (NSVC) on an ACD queue and how to configure the Agent keys. This is a suggested approach. Procedure steps Step Action 1 Add an ACD to the CS1000, 1310 is this example. ACD QUEUE example: TYPE ACD CUST 0 ACDN 1310 Published number that Customers call ICDD NO NCFW is a DSC towards SIP CC OVDN IFDN 2311 CWNT NONE 2 Configure CS1000 Agent phone sets. The phone sets can be TDM or IP. They can be ACD or Normal phones. Configure the Agent phone set keys as follows. KEY 0 ACD Used for CS1000 ACD queue KEY 1 SCR 4311 Used for SIP CC calls KEY 3 Not ready Used with CS1000 ACD queue KEY 4 MSB key Activation of MSB makes SCR key busy. AST 01 SCR key used for SIP CC, Key 1 3 Configure CS1000 Supervisor phone set. The phone set can be TDM or IP. It can be ACD or a Normal phone. Configure the Supervisor phone set keys as follows. Note: The Supervisor has Night Service configured on Key 2. KEY 0 ACD SPV Used for CS1000 ACD queue KEY 1 SCR 4310 Used for SIP CC calls KEY 2 NSVC 1310 Night Service for the ACD queue. KEY 3 Not ready Used with CS1000 ACD queue KEY 4 MSB key MSB makes SCR key busy AST 01 SCR key used for SIP CC, Key 1 --End--

27 Office Communications Server configuration This chapter describes how to configure the Microsoft Office Communications Server (OCS) For OCS environments with multiple OCS Enterprise Edition pools or Standard Edition Front End (FE) servers, you must configure these settings for each pool or FE server. A static route configured on one pool or one FE server is not visible to other pools or FE servers in the domain. For federated users to access the SIP Contact Center where OCS edge servers and OCS directors are employed, apply this configuration to the OCS directors as well. For nonfederated instant messaging, the static route matching URI can be any string. For federated IM, the wildcard can only be the same as the service domain or the domain that is federated with third-party organizations. Prerequisites to Office Communications Server configuration Review your Microsoft Office Communications Server (OCS) documentation. Office Communications Server configuration procedures This task flow shows you the sequence of procedures you perform to configure the Office Communications Server. To link to any task, go to Office Communications Server configuration navigation (page 28).

28 Office Communications Server configuration Office Communications Server configuration procedures Office Communications Server configuration navigation Ensuring that OCS supports TCP SIP Transport connection type (page 28) Adding Contact Center Manager Server as an authorized host (page 29) Adding a static route from OCS to Contact Center Manager Server (page 30) Ensuring that OCS supports TCP SIP Transport connection type Ensure that OCS supports TCP SIP Transport connection type to enable OCS to communicate with SIP Contact Center. Procedure steps Step Action 1 Open the Microsoft Office Communications Server 2007 console snap-in.

29 Office Communications Server configuration 2 Expand the tree. 3 Click the SIP Contact Center OCS server. 4 In the Front End Server section, ensure that 5060 appears under Port and the TCP appears under Transport. --End-- Procedure job aid The following figure shows an Office Communications Server configured for TCP SIP Transport type. OCS 2007 Adding Contact Center Manager Server as an authorized host Add the Contact Center Manager Server as an authorized host on the Office Communications Server to enable communication between the two. Procedure steps Step Action 1 Open the Microsoft Office Communications Server 2007 console snap-in. 2 Expand the tree. 3 Click the Front Ends folder. 4 Right-click the OCS server, and then select Properties. 5 On the Front End Properties dialog box, click the Host Authorization tab.

30 Office Communications Server configuration 6 Click Add. 7 On the Add Authorized Host dialog box, select IP address and type the IP address of the Contact Center Manager Server. 8 Under Settings, select Throttle As Server and Treat As Authenticated. 9 Click OK. 10 On the Front End Properties dialog box, click OK. --End-- Adding a static route from OCS to Contact Center Manager Server Add a static route from OCS to Contact Center Manager Server to enable communication between the two servers. When you add Contact Center Manager Server as a trusted node in an OCS pool, add each Front End server to the trusted list as well. This is required for instant messages that originate from Contact Center Manager Server to be routable by the Front End servers internal to the pool. Procedure steps Step Action 1 Open the Microsoft Office Communications Server 2007 console snap-in. 2 Expand the tree. 3 Click the Front Ends folder. 4 Right-click the OCS server, and then select Properties. 5 On the Front Ends Properties dialog box, click the Routing tab. 6 Click Add. 7 On the Add Static Route dialog box, under Matching URI, in the Domain box, type the name for the domain. For nonfederated instant messaging, the static route matching URI can be any string. For federated IM, the wildcard can be the same only as the service domain or the domain that is federated with third-party organizations. 8 Under Next Hop, select IP address and type the IP address of the Contact Center Manager Server.

31 Office Communications Server configuration 9 From the Transport list, select TCP. 10 In the Port box, type the port number. 11 Click OK. 12 On the Front Ends Properties dialog box, click OK. --End--

32 Contact Center Manager Server configuration This chapter describes how to configure Contact Center Manager Server for SIP. Perform these tasks using the Contact Center Manager Administrator. Prerequisites to Contact Center Manager Server configuration Install Contact Center Manager Server and Contact Center Manager Administration. For more information, see Installation (NN ). Contact Center Manager Server configuration procedures This task flow shows you the sequence of procedures you perform to configure Contact Center Manager Server. To link to any task, go to Contact Center Manager Server configuration procedures navigation (page 33).

33 CCMS configuration procedures Contact Center Manager Server configuration Contact Center Manager Server configuration procedures navigation Adding the Contact Center Manager Server to Contact Center Manager Administration (page 34) Adding route points for voice and instant messages (page 34) Adding media servers (page 36) Adding media servers to the required services (page 37) Adding agents to the contact center (page 38) Adding a TFE script (page 40)

34 Contact Center Manager Server configuration Adding the Contact Center Manager Server to Contact Center Manager Administration Add the Contact Center Manager Server to Contact Center Administration to enable communication within your contact center. Procedure steps Step Action 1 Log on to the Contact Center Manager Administrator with administrative privileges. 2 On the Launchpad, click Configuration. 3 From the menu, choose Server, Add Server. 4 In the Server Name box, type the computer name of the Contact Center Manager Server. 5 Press Tab. The Contact Center Manager Server IP automatically appears in the IP Address box. 6 In the Display Name box, type the name of the Contact Center Manager Server as you want it to appear in the system tree of Contact Center Administration. The system automatically assigns a display name that is the same as the server name. To enter a different display name, you must enter a unique name. 7 In the Login ID box, type the Login ID for the Contact Center Manager Server. The Login ID corresponds to a user account created using the Contact Center Manager Server Utility. 8 In the Password box, type the password for the Contact Center Manager Server. 9 From the Type list, select CCMS. 10 Click Submit. --End-- Adding route points for voice and instant messages Add route points for voice and instant message (IM) contacts

35 Procedure steps Contact Center Manager Server configuration Step Action 1 Log on to the Contact Center Manager Administrator with administrative privileges. 2 On the Launchpad, click Configuration. 3 In the left pane, click the plus (+) sign next to the SIP-enabled Contact Center Manager Server to which you want to add the CDN. 4 Select the CDNs (Route Points) folder. 5 On the CDNs (Route Points) window, in the Name box, type the name of the route point. 6 In the Number box, type the number for the route point. 7 In the URI box, type the value for the Uniform Resource Indicator (URI) of the route point on the SIP server. 8 From the Call Type list, select Local. 9 Select the Acquired check box. 10 Click any other row of the table to add and acquire the CDN (Route Point). --End--

36 Variable definitions Contact Center Manager Server configuration Variable Name Number URI Definition Any free-form string that describes the route point, type, or function (for example, IM_sales for an IM route point that handles sales). The number used internally by the SIP Contact Center that is inherited from AML based CC and appears in the TFE scripts as a CDN. The URI the SIP CC accepts for processing by the SIP CC. INVITEs received that do not match these URI are rejected. Nortel recommends that you use lowercase letters for URIs. Type Acquired Local or network. You must enable the networking option to use the CDN (Route Point) for network calls. Select this check box indicate to the system to acquire and process calls using this URI. Adding media servers Add media servers to Contact Center Manager Server by using the Contact Center Manager Administrator. Procedure steps Step Action 1 Log on to Contact Center Manager Administration with administrator privileges. 2 On the Launchpad, click Configuration. 3 In the left pane, click the plus (+) sign next to the SIP-enabled Contact Center Manager Server. 4 From the list of configuration items for the Contact Center Manager Server, select Media Servers. 5 On the Media Servers window, in the Server Name box, type a name for the media server. 6 In the IP Address box, type the IP address of the media server.

37 Contact Center Manager Server configuration 7 In the Port Number box, type. 8 Ensure that the value for Transport is TCP. 9 Click Refresh Status. 10 On the VBScript: Save Changes message box, click Yes. 11 Repeat step 1 to step 10 for each media server to add. --End-- Adding media servers to the required services Add media servers to the required services to provide service. SIP Contact Center requires the following services: Announcements Conferences Dialog (IVR) Prerequisites Add the media servers to Contact Center Manager Server. See Adding media servers (page 36). Procedure steps Step Action 1 Log on to Contact Center Manager Administration with administrator privileges. 2 On the Launchpad, click Configuration. 3 In the left pane, click the plus (+) sign next to the SIP-enabled Contact Center Manager Server. 4 From the list of configuration items for the Contact Center Manager Server, select Media Services and Routes.

38 Contact Center Manager Server configuration 5 Ensure that each of the following Contact Center services is associated with at least one ICP: ANNC DIALOG CONF --End-- Adding agents to the contact center Add agents to the contact center to assign agent details and skillsets and associate the agent with a primary supervisor. Prerequisites Ensure that you have the appropriate access class to access and work in this window. If you cannot open part of the window that you need, ask your administrator to update the access class assigned to you. To work with all sections of this window and to add and edit all types of users, you need the Add/Edit/Delete Agents and Supervisors access level. For more information, see the Contact Center Manager Administration On-line Help. Configure skillsets, contact types, and call presentation types in Contact Center Manager Administration. For more information, see the Contact Center Manager Administration On-line Help. Procedure steps Step Action 1 Log on to Contact Center Manager Administration with administrator privileges. 2 On the Launchpad, click Contact Center Management. 3 In the left pane, click the Contact Center Manager Server to which you want to add the agent. 4 From the menu, choose Add, Agent. 5 In the New Agent Details window, enter the following mandatory information about the agent: First Name Last Name

39 Contact Center Manager Server configuration Login ID Primary Supervisor Call Presentation Threshold SIP URI SIP Terminal 6 Enter any optional information about the agent (for example, Title, Department, or Comments). 7 If Open Queue is enabled on the Contact Center Manager Server, click the Contact Types heading to expand the branch. 8 Select the check box beside each Contact Type to assign to the agent (for example, Voice, IM). Attention: Video is reserved for future use. 9 Click the Skillsets heading to expand the branch. 10 In the Skillsets area, click List All to list all skillsets configured on the server. 11 From the Priority list for each skillset to assign to the agent, select the priority level or select Standby to place the agent in standby mode for this skillset. 12 If you have administrator privileges, you can add this new agent to the partitions assigned to the agent s supervisor (instead of doing so in Access and Partition Management). Click the Partitions heading. The list of partitions configured on the server appears. 13 Select the check boxes beside the partitions to which to add the new agent.

40 Contact Center Manager Server configuration 14 Click Submit to save your changes. --End-- Variable definitions Variable Call Presentation First Name Last Name Login ID Primary Supervisor SIP Terminal SIP URI Threshold Definition The call presentation class to assign to this agent The first name of the agent The last name of the agent The number that the agent enters to log on to the phone The agent s supervisor The SIP address of the TR87-controlled terminal dedicated to this agent, in the format sip:agent DN@CS 1000 node IP address (for example: sip:3280@ ) The agent s SIP address as configured on the OCS (for example, sip:johndoe@sipccocs.com) The threshold class to assign to this agent Adding a TFE script Add a TFE script to provide treatment for contacts. Procedure steps Step Action 1 Use the Service Creation Environment (SCE) application to add a TFE script. For more information, see Configuration Service Creation Environment Application Development (NN ). --End--

41 Interactive Communications Portal configuration This chapter describes how to configure the Interactive Communications Portal (ICP) portion of a SIP-enabled contact center. Prerequisites for ICP configuration Install ICP. For more information, see Nortel Media Application Server and Interactive Communications Portal Installation (NN ). Obtain a SIP Contact Center 7.0 ICP license from the Keycode Retrieval System (KRS). ICP configuration procedures This task flow shows you the sequence of procedures you perform to configure the ICP. To link to any task, go to ICP configuration navigation (page 42).

42 ICP configuration procedures Interactive Communications Portal configuration ICP configuration navigation Running Contact Center ICP Services.exe on the ICP server (page 42) Adding the license for the CCIS service (page 43) Adding Contact Center Manager Server as a trusted node (page 44) Uploading a batch zip file (page 45) Uploading a media file (page 46) Configuring ICP settings for SIP Contact Center (page 47) Running Contact Center ICP Services.exe on the ICP server Run Contact Center ICP Services.exe on the ICP server to prepare the server for Contact Center configuration.

43 Procedure steps Interactive Communications Portal configuration Step Action 1 Insert the Contact Center DVD into the DVD drive of the ICP server. 2 If the Contact Center DVD installer main menu appears, click Cancel. 3 Browse to the CC_ICP folder. 4 Double-click Contact_Center_ICP_Services.exe. 5 On the Welcome dialog box, click Next. 6 On the License Agreement dialog box, select I accept the terms of the license agreement. 7 Click Next. 8 On the Ready to Install the Program dialog box, click Install. 9 On the InstallShield Wizard Complete dialog box, click Finish. --End-- Adding the license for the CCIS service Add a license for the CCIS service to the ICP to enable the CCIS service. Prerequisites Run Contact Center ICP Services. exe on the ICP server. See Running Contact Center ICP Services.exe on the ICP server (page 42). Configure Element Manager. For more information, see Nortel Media Application Server and Interactive Communications Portal Commissioning (NN ). Obtain a valid user name and password to access Element Manager. Procedure steps Step Action 1 Log on to Element Manager. 2 In the navigation pane, click Licensing, Licensing Configuration. 3 On the Licensing Configuration page, under Licensing, select the Use License Server check box.

44 Interactive Communications Portal configuration OR Select the Use Nodal Licensing check box and skip to step 7. 4 If you selected Use License Server, in the Add License Keys box, enter the CCIS license key. 5 Click Validate. 6 Click Save, and skip the remaining steps in this procedure. 7 If you selected Use Nodal Licensing, click Save. 8 In the navigation pane, click Licensing, Advanced Settings. 9 On the Licensing Advanced Settings page, in the License Server A Network Address box, type the IP address of the server containing the ICP CCIS license. 10 Click Save. --End-- Adding Contact Center Manager Server as a trusted node Add the Contact Center Manager Server as a trusted node to ICP using Element Manager to allow Contact Center Manager Server to interact with the ICP server. Prerequisites Run Contact Center ICP Services. exe on the ICP server. See Running Contact Center ICP Services.exe on the ICP server (page 42). Configure Element Manager. For more information, see Nortel Media Application Server and Interactive Communications Portal Commissioning (NN ). Obtain a valid user name and password to access Element Manager. Procedure steps Step Action 1 Log on to Element Manager. 2 In the navigation pane, click System Configuration, Signaling, SIP. 3 Click Nodes and Routes. 4 Click the Trusted Nodes link.

45 Interactive Communications Portal configuration 5 Click Add. 6 On the Add SIP Trusted Node page, in the Host or Server Address box, type the host name or IP address of the Contact Center Manager Server. 7 Click Save. --End-- Uploading a batch zip file Upload a batch zip file to provision media for ICP. You can then use the media to provide call treatments, such as announcements or music-on-hold. To provision a single media file, see Uploading a media file (page 46). Prerequisites Add content namespaces. For more information, see Nortel Media Application Server and Interactive Communications Portal Commissioning (NN ). Create the media files for a content namespace on your local system in the required file structure, and zip the files. Attention: You must name the root directory the same as the content namespace name. Procedure steps Step Action 1 Log on to Element Manager. 2 In the navigation pane, click Tools, Media Management. 3 On the Media Management page, select the check box next to the content namespace to which you want to add the media. 4 Click Browse. 5 On the Provision Media page, right-click the content namespace and select Batch File Provision on the shortcut menu. 6 On the Batch File Provision dialog box, click Browse, and then navigate to the zip file to upload.

46 Interactive Communications Portal configuration 7 Click Always overwrite file with the same name. OR Click Do not overwrite files with the same name. 8 Click Upload. --End-- Uploading a media file Upload a media file to provision media for the ICP. You can then use the media to provide call treatments, such as announcements or music-on-hold. Prerequisites Add content namespaces and groups. For more information, see Nortel Media Application Server and Interactive Communications Portal Commissioning (NN ). Procedure steps Step Action 1 Log on to Element Manager. 2 In the navigation pane, click Tools, Media Management. 3 On the Media Management page, select the check box next to the content namespace to which you want to add media. 4 Click Browse. 5 On the Provision Media page, select the content group to which you want to add a media file. 6 Click Add Media. 7 In the Add Media dialog box, click Browse and navigate to the media file on the server. 8 Click Upload. --End--

47 Interactive Communications Portal configuration Configuring ICP settings for SIP Contact Center Configure the ICP settings to enable ICP to provide the optimal service for the Contact Center application. Procedure steps Step Action 1 Log on to Element Manager. 2 In the navigation pane, click System Configuration, Media, Media Security. 3 On the Media Security page, from the Security Policy list, select Security Disabled. 4 Click Save. 5 In the navigation pane, click System Configuration, Advanced Settings, Engineering Parameters. 6 On the Engineering Parameters page, in the Number of media processing units box, type Click Save. 8 In the navigation pane, click System Configuration, Media, Video Codecs. 9 On the Video Codecs page, remove the following codecs from the Enabled list: H.263 H.263+ H NNVC 10 Click Save. 11 In the navigation pane, click System Configuration, Media, Audio Codecs. 12 On the Audio Codecs page, ensure that the codecs you want to support appear in the Enabled list. 13 Click Save. 14 In the navigation pane, System Configuration, Media, Digit Relay (DTMF). 15 On the Digit Relay (DTMF) page, enable RFC2833 and INFO digits. 16 Click Save. 17 In the navigation pane, click System Configuration, Media, General Settings.

48 Interactive Communications Portal configuration 18 On the General Settings page, clear the QoS Monitoring check box. 19 Click Save. 20 In the navigation pane, click System Configuration, Signaling, SIP, General Settings. 21 On the General Settings page, clear the Enforce SIP Route Configuration check box. 22 Click Save. --End--

49 Agent configuration in Communication Control Toolkit This chapter describes how to configure your contact center agent in Communication Control Toolkit. Prerequisites for Communication Control Toolkit configuration Install the Contact Center software. For more information, see Nortel Contact Center Installation (NN ). Agent configuration in Communication Control Toolkit procedures This task flow shows you the sequence of procedures you perform to configure contact center agents in Communication Control Toolkit. To link to any task, go to Agent configuration in Communication Control Toolkit navigation (page 50).

50 Agent configuration in CCT procedures Agent configuration in Communication Control Toolkit Agent configuration in Communication Control Toolkit navigation Importing Windows users into Communication Control Toolkit (page 50) Importing agents into Communication Control Toolkit (page 52) Mapping agents to Windows users (page 52) Importing Windows users into Communication Control Toolkit Import Windows users from the server to the Communication Control Toolkit administration tool by using the Import Windows Users tool and configure the resources in your contact center. Windows users can be stand-alone (exist locally on the Communication Control Toolkit server), or they can be part of a domain and imported from there. As agents exist on the Active Directory domain because of their OCS user accounts, you can import them from there.

51 Agent configuration in Communication Control Toolkit Prerequisites Ensure that the local administrator has user access for the domain where Communication Control Toolkit is installed to access and import domain resources in the CCT Console. Know how to stop and start CCT services. For more information, see Commissioning (NN ). Procedure steps Step Action 1 Log on to the Communication Control Toolkit server. 2 Click Start, All Programs, Nortel, Contact Center, Communication Control Toolkit, CCT Console. 3 In the left pane of the CCT console, expand NCCT Admin. 4 Click Import/Export Tools. 5 In the right pane of the CCT 7.0 console, double-click Import Windows Users. 6 In the Location box, select the domain or server on which you want to look for Windows users. 7 In the Object Type box, select the group of users you want to display. You can look for all users, a particular user name, a last name or a first name. 8 In the Object Name box, type the text you use in a search for Windows users. 9 Click Find Now. 10 In the Search Results box, select the Windows users to import. To select multiple users, press the CTRL key while you select each user. To select all Windows users, click Add All. 11 Click Add. 12 Click Apply. 13 Click OK. --End--