Professional Documents
Culture Documents
Fundamentals
NN44400-110
Document status: Standard
Document issue: 01.07
Document date: 26 February 2010
Product release: Release 7.0
Job function: Fundamentals
Type: NTP
Language type: English
www.nortel.com
While the information in this document is believed to be accurate and reliable, except as otherwise
expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT
WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information
and/or products described in this document are subject to change without notice.
Nortel, Nortel Networks, the Nortel logo, the Globemark, Meridian 1, and Succession are trademarks
of Nortel Networks.
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
Network configuration 24
Computer name and DNS configuration 25
Domains and Windows Server 2003 security policies 26
Software setup 27
Third-party software requirements 27
Supported server operating systems 29
Operating system updates 30
Preinstallation check 31
Contact Center server security 32
Stand-alone server security 32
Network security 32
Server verification 33
Technical support 33
LogMeIn Rescue 34
Microsoft Remote Desktop Connection 34
pcAnywhere 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
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
Navigation
• Features (page 9)
Features
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.
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.
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.
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.
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.
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
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.
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.
Navigation
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)
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.
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.
Skill-based routing
Nortel Contact Center 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.
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 e-mail, Web communications, and instant message contacts, and
send outbound contacts to customers. If 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.
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 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.
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
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.
Navigation
• Hardware setup (page 21)
• Network setup (page 24)
• Software setup (page 27)
• Contact Center server security (page 32)
• Technical support (page 33)
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 (www.nortel.com/pic). 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.
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 Nortel Contact Center Planning and
Engineering (NN44400-210).
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).
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
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.
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
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.
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.
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 third-
party software guidelines.
• Third-party software requirements (page 27)
• Supported server operating systems (page 29)
• Preinstallation check (page 31)
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-of-
sequence 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.
Anti-virus software
Nortel acknowledges that user’s security policies can require the installation
of antivirus software on the application server.
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.
The following table lists the operating system settings for Contact Center
Servers. For more information about configuring Microsoft Windows Server
2003, see Nortel Contact Center Installation (NN44400-311).
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
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 800-40, 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.
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
(www.nortel.com).
Preinstallation check
Before you begin installing software, make sure that the server meets all
requirements according to Nortel Contact Center Planning and Engineering
(NN44400-210).
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.
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 Nortel Contact Center
Installation (NN44400-311). 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)
Network security
The various network interfaces are secured using the following mechanisms
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.
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)
• pcAnywhere (page 34)
LogMeIn Rescue
Nortel globally supports LogMeIn Rescue from LogMeIn (https://
secure.logmein.com/home.asp?lang=uk) LogMeIn rescue supports Remote
systems over the Web without pre-installing Software.
For more information about setting up remote support with a VPN, see Nortel
Contact Center Planning and Engineering (NN44400-210).
pcAnywhere
You can continue to use PCAnywhere 11.5 from a previous release after
Contact Center 6.0 database migration, as this has been tested and validated
on alpha trial customer sites. Nortel recommends that you use Microsoft RDC
or LogMeIn Rescue.
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 mission-
critical. (It is a good network engineering practice, even in a non-VPN
When you deviate from the recommended configurations, you can sacrifice
some of these benefits.
Direct-connect modem
If the VPN is not available, you can receive remote support over a direct-
connect modem, but many enterprises view this as a security risk.
With the listed alternatives, the end-user assumes the responsibility for setup
on their premises and the risks to their equipment associated with this pass-
through type of connection.
Navigation
• Operating system requirements (page 37)
• Citrix environment (page 37)
• Other required software (page 38)
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.
Engineering rules for the maximum CPU usage for each for Citrix/Terminal
Service implementations are captured in the Nortel Capacity Tool.
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.
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.
The following table shows the compatibility of Internet Explorer with the
operating systems supported in Contact Center 7.0.
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.
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 www.verisign.com.
Navigation
• Nortel Communication Server 1000/Meridian 1 PBX (page 41)
• SIP and Office Communication Server (page 43)
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.
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 (www.nortel.com).
For information about the supported switch platforms, see Nortel Contact
Center Planning and Engineering (NN44400-210).
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)
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.
CallPilot communication
CallPilot provides Voice/Fax Messaging as well as integrated Unified
Messaging capabilities through the users’ familiar desktop e-mail 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).
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.
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 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
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.
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.
Server Utility
Framework
CCMM 7.0
CCMA 7.0
CCMS 7.0
CCAD 7.0
Security
SCE 7.0
CCT 7.0
LM 7.0
7.0
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 7.0
Notes:
CCMM 7.0
CCMA 7.0
CCMS 7.0
Utility 7.0
NCC 7.0
CCT 7.0
Server
LM 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:
✳✳✳✳ 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.
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
You must ensure that the active and standby servers have the same software
applications installed in the same configuration and on the same drives.
More information and procedures to install the active and standby servers and
configuring the databases on each server are in Nortel Contact Center
Installation (NN44400-311), Nortel Contact Center Commissioning
(NN44400-312) and Nortel Contact Center Server Administration
(NN44400-610).
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.
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.
You can also choose to perform a manual switchover. See the Nortel Contact
Center Server Administration (NN44400-610) for more information about
performing a manual switchover for maintenance.
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.
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 Nortel Contact Center Server Administration (NN44400-610) for more
information about performing switchovers for maintenance.
See the Nortel Contact Center Server Administration (NN44400-610) for more
information about performing switchovers for maintenance.
If the switchover fails, you must change the active server designation to the
secondary server.
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)
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.
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.
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.
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
To prevent over-writing or accidental deletion of log files, the Log archiver can
archive or store the log files to a common location.
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.
Nortel recommends that you change the Contact Center Process Control only
if you have serious performance issues.
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
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.
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)
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
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.
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.
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
Nortel Contact Center Server Administration (NN44400-610):
— 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.
— 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.
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
e-mail contacts.
• 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 (NN44400-510).
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.
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
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.
For more information about installing and commissioning the Network Control
Center, see Nortel Contact Center Installation (NN44400-311) and Nortel
Contact Center Commissioning (NN44400-312).
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
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.
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)
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.
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.
Open Queue
With Open Queue, you can queue voice and multimedia contacts in Contact
Center and then route the contacts to agents using the Contact Center Agent
Desktop.
Universal Networking
Universal Networking is the networking between switch types. It allows:
• Network Skill-based Routing between all switch types supported by
Contact Center
• attached data transport during agent-initiated transfers or conferences
when under the control of the Communication Control Toolkit
Outbound
Use the Multimedia server and the Outbound Campaign Management Tool in
Contact Center Manager Administration to create progressive outbound
campaigns where calls are passed to agents and made from the contact
center.
Predictive Outbound
Use the Multimedia server and SER solutions software to create predictive
outbound campaigns where calls are made and agents are assigned to the
outgoing calls.
SOA enhancements
The Web services are a series of SOAP-based Open Interfaces provided to
third parties to communication-enable applications based on the SOA
architecture. The Web services allow customers to discover the functions
offered by each Web service using the WSDL provided.
Resiliency
Use the Resiliency feature to replicate a primary Contact Center servers
(Contact Center Manager Server, Contact Center Manager Administration,
Communication Control Toolkit, or Contact Center Multimedia) to provide a
warm backup database if the primary server is down.
Call Recording
Multi DN Recording is a per-DN licence that enables IP call recording with a
Call Recorder application. When using MUltiDN recording, an AST licence is
no longer required on the Communication Server 1000 system. The existing
two-key limitation (using the AST licensing model for Call Recording) is
removed and the number of keys for each terminal is unlimited. This licence
needs to include the total number of DNs including Multiple Appearance DN's
that require Call Recording.
When the License Manager is co-resides with the Contact Center Manager
Server, the Contact Center Manager Server Alarm Monitor is used to monitor
alarms.
Major alarms
A warning that the license usage is close to hitting the threshold limit
configured in the License Manager Configuration utility.
Critical alarms
A critical alarm that the license usage is likely to be equal to the number of
available licenses in your configured system.
Nodal licensing
In Nodal licensing, the license file applies to a single installation of Contact
Center Manager Server, Contact Center Manager Administration,
Communication Control Toolkit, and Contact Center Multimedia. When you
choose Nodal licensing, all licensing options for the applications in the
Contact Center node are in a single license file that is managed by the License
Manager.
Corporate licensing
You can use Corporate Licensing where more than one occurrence of any
product is in the network, to distribute licenses to multiple servers so they can
share licenses from a single pool. Products are installed either as stand-alone
or co-resident. The options in the license file apply to a network of Contact
Center Manager Server, Contact Center Manager Administration, Contact
Center Multimedia, and Communication Control Toolkit servers.
If you deploy the Media Processing Server (MPS) or CCTIVR in the Contact
Center, a different licensing configuration is required, depending on the
Contact Center server configuration.
You can configure the secondary License Manager as the Standby License
Manager for the Contact Center License Manager components so that it is not
actively used for licenses unless the active License Manager fails.
For Corporate License applications, Nortel recommends that you install the
primary License Manager software on the Network Control Center.
You can also use the MAC addresses, but the license file is shipped with a
serial ID rather than the MAC address.
You must enter the serial ID correctly during the installation. If the serial ID
does not match the ID used to generate the license file, the Contact Center
License Manager Server cannot start.
Attention: A corporate license file can be generated only from the Nortel
server subnet NIC MAC address. The nodal license file can be generated
from either the Nortel server subnet NIC MAC address or the CS 1000/
Meridian 1 serial ID.
If you plan to use the Communication Control Toolkit server as a stand alone
server (without Contact Center Manager Server), the license identifier is the
MAC address of the server.
The MAC address can be MAC address of the NICs; however, Nortel
recommends that you use the Nortel server subnet MAC address. If the MAC
address does not match the MAC address in the license file, the Contact
Center License Service cannot start.
SIP server
The only identifier required for SIP installations is the MAC address of the
Contact Center Manager running License Manager.
The MAC address can be any MAC address of the NICs; however, Nortel
recommends that you use the Nortel server subnet MAC address. If the MAC
address does not match the MAC address in the license file, the Contact
Center License Service cannot start.
The MAC address can be any MAC address of the NICs; however, Nortel
recommends that you use the Nortel server subnet MAC address. If the MAC
address does not match the MAC address in the license file, the Contact
Center License Service cannot start.
If, at any stage, the grace period expires, Contact Center Manager Server
shuts down and is locked. You cannot restart Contact Center Manager Server
without resetting the grace period.
You can reset the grace period to 20 days at any time. When a communication
error is detected, an event is fired to the Server Utility detailing that an error
occurred, the time already elapsed in the grace period, and a lock code that
you must return to Nortel to reset the grace period.
The emergency license file expires after 30 days and is used only to ensure
temporary operation of the Contact Center Manager Server.
You must install the emergency license file through the License Manager
Configuration tool. If you use corporate licensing, you can change the Contact
Center Manager Server configuration in cases where the License Manager is
installed on a different server than it was previously.
Navigation
• Installation configuration (page 80)
• Operations performed on the server (page 82)
Installation configuration
Use the DVD controller to install Server Utility stand-alone, with Contact
Center Manager Server and License Manager, or with all of the voice contact
components (Contact Center Manager Server, Contact Center Manager
Administration, Communication Control Toolkit, and License Manager).
The following sections describe the installation information you need to know
to use the Server Utility software:
• DVD controller (page 80)
• User configuration (page 81)
• Supported operating systems (page 81)
• Components (page 81)
• Possible co-resident components (page 82)
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 Server Utility, you can choose application
installation location.
Choose the software installation location. You must ensure sufficient space
exists on the drive for the application or patches on the selected drive.
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.
Components
Contact Center Server Utility contains major components of Contact Center
Server Utility:
• Server Utility window—Use the Server Utility window to monitor and
maintain the following components:
— User Administration—Users (desktop) and Access Classes
— System Configuration—Serial ports, switch resources, Voice Prompt
Editor, server settings and connected sessions
— Server Backup—Backup scheduler
— Alarms and Events—Alarm monitor, event browser, and event
preferences
— System Performance Monitoring—Service performance monitor
• Provider application—Receive Contact Center script information over the
Host Data Exchange (HDX) interface. Additionally, you can configure the
Provider application to return information to the Contact Center script.
• Service Monitor—Monitor the status of Contact Center Manager Server
services from a stand-alone computer.
• PC Event Browser—View events that occur on the client PC where the
Server Utility runs. You can view help for each event as it appears in the
PC Event Browser.
• Common server utilities—The utilities that are 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).
• Common database utilities—The utilities that are common to all servers in
the Contact Center related to database functions 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 Utility components.
Reset passwords
Users are locked from the system if they attempt to log on more than three
consecutive times using an invalid password, based on Windows settings
configured during the installation. To restore a user’s access to the system,
an administrator must reset the password retry count to zero.
If only one administrator exists, only Nortel customer support staff can reset
the account. Therefore, be sure you create at least two users with
administrator privileges.
The desktop user password expires after 180 days. Seven days before the
expiry of the password, the Server Utility software displays a warning
message during the user logon. If the desktop user password expires, the
administrator must reset the password.
technical support purposes. You can print the contents of the Server
Settings window for future reference. You can also view a list of the
services and features installed on your system.
• connected sessions
View the users logged on to the server and disconnect user sessions. You
can print information about connected sessions for future reference.
• system performance
View the server operating conditions. You can use the information in this
window to determine whether your system has sufficient processor
capacity, memory, or storage space. You can also use this information to
improve the system efficiency. For example, to improve daytime
performance, you can reschedule events to run at night, when the server
is not as busy. You can print server performance data for future reference.
To view server events, use the Alarm Monitor. The Alarm Monitor
automatically appears in the foreground of the desktop when an event occurs,
immediately alerting you to problems. You can specify whether the Alarm
Monitor appears in the foreground for only critical events, major and critical
events, or all events, or whether it stays in the background.
Events are log entries that record activities in Contact Center Manager
Server, such as sending or receiving messages, opening or closing
applications, or errors.
In the Alarm Monitor, you can filter events by severity only. The Alarm Monitor
does not display information events.
• Minor—These events indicate that a fault condition exists that does not
affect service and that you must take corrective action to prevent a more
serious fault. For example, a minor event is generated when the file
system is 90 percent full.
Schedule backups
You can use the Server Utility Backup Scheduler to schedule backups for the
server. To ensure that your system information is restored after a hardware
failure or data corruption, schedule regular backups. For more information
about scheduling, backup options, and recovery procedures, see Nortel
Contact Center Server Administration (NN44400-610). You can schedule a
backup:
• before and after major system operations occur, such as an upgrade or
the application of an Emergency Customer Solution
You can schedule backups to run online, while calls are handled. (Restores
occur offline.) However, because backups compete with services for system
resources, schedule backups to run only during off-peak hours when little or
no system activity occur.
Server Utility performs an automatic audit hour (3:00 to 4:00 a.m. server time)
to review the content. Avoid scheduling backups during the audit hour; they
do not successfully complete.
You can back up your database to either a local tape drive or a remote
directory on a network computer.
Navigation
• Installation configuration (page 93)
• Operations performed with Contact Center Manager Administration
(page 98)
• Optional tools (page 103)
Installation configuration
Use the DVD controller to install Contact Center Manager Administration
stand-alone, or with Contact Center Manager Server, Server Utility and
License Manager, or with all of the contact components of Contact Center
(Contact Center Manager Administration, Communication Control Toolkit,
Server Utility, and License Manager).
The following sections describe the installation information you need to know
for Contact Center Manager Administration:
• Prerequisites (page 94)
• Requirements (page 94)
• DVD controller (page 94)
• User configuration (page 94)
• Default users (page 95)
• Services (page 95)
• Components (page 96)
• Possible co-resident components (page 97)
Prerequisites
Before you install Contact Center Manager Administration, you must install
the following applications. For more information, see Nortel Contact Center
Installation (NN44400-311).
• configure Internet Information Service (IIS)
• install Sybase Open Client 12.5
• update the Sybase ODBC driver
• install Crystal Report Application server software
• configure proxy settings in Internet Explorer
• configure Data Execution Prevention
Requirements
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. If these
optional Windows Server 2003 Release 2 components are already installed
on the server, they must be removed before installing any of the Contact
Center portfolio products.
DVD controller
The DVD controller installs the following components on your server:
• .NET Framework 3.5 installation
• ADAM database (optional)
• common components, including the server configuration utility and patch
viewer
• Available service updates and service update supplements
User configuration
When installing Contact Center Manager Administration, you can choose the
following items:
• application installation location
• database installation location
You choose the software installation location during the installation. You must
ensure that enough space exists on the drive for the application, database, or
patches on the selected drive.
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.
Default users
The installation adds default users to the Windows operating system when
you install Contact Center Manager Administration. You must change your
passwords for the Nortel user accounts to protect your system from
unauthorized access.
Services
After you install the Contact Center Manager Administration, the following
services are created on the server. You can review the status of any service
in the Windows Services, or in the System Control & Monitor Utility.
Components
Contact Center Manager Administration has functions distributed among
various components. The major components of Contact Center Manager
Administration include:
• Server software—The server software handles statistical reporting and
maintenance for many aspects of the contact center. This server runs with
Windows Server 2003 (Enterprise or Standard).
For more information about the following utilities on the CCMA server, see
Nortel Contact Center Server Administration (NN44400-610):
— Agent Desktop Displays—A client application for monitoring real-time
performance of agents in the contact center. Configure the
communications on the server to manage the client applications.
— ADAM Port Configuration—Configure the ports for the ADAM
replication of the Contact Center Manager Administration data.
— Agent Certificate Configuration—Manage the security for the agent
desktops.
— Configuration—Perform tasks such as backup and restore, change
passwords, configure reporting, and configure the security policies.
• Contact Center Manager Administration application—A Web-based
application that administrators can use to perform the following functions:
— Contact Center Management
— Access and Partition Management (see Nortel Contact Center
Manager Administration – Client Administration (NN44400-611))
— Configuration (see Nortel Contact Center Manager Administration –
Client Administration (NN44400-611))
— Scripting (see Nortel Contact Center Configuration – Service Creation
Environment Application Development (NN44400-510))
— Real-Time Reporting (see Nortel Contact Center Performance
Management (NN44400-710))
— Historical Reporting (see Nortel Contact Center Performance
Management (NN44400-710))
— Report Creation Wizard (see Nortel Contact Center Performance
Management (NN44400-710))
For information and procedures to manage users and access in your contact
center, see Nortel Contact Center Manager Administration – Client
Administration (NN44400-611).
Contact Center Manager Administrator's Guide. Note that the CS 1000 Data
Extraction Tool is intended for use with the CS 1000 PBX switch only; it does
not support the CS 1000 Internet Enabled switch.
If you are on site configuring a customer contact center, you can upload your
Contact Center Manager Configuration Tool spreadsheets by using the
Configuration component of the customer Contact Center Manager
Administration application.
For information and procedures to configure your contact center off line, see
Nortel Contact Center Manager Administration – Client Administration
(NN44400-611).
For information and procedures to manage users and skillsets in your contact
center, see Nortel Contact Center Manager Administration – Client
Administration (NN44400-611).
The Service Creation Environment has a built-in validation tool that checks
your applications for errors.
If you are off site configuring a customer contact center, you can upload your
Contact Center Manager applications by using the Service Creation
Environment component on a client machine.
Agents or supervisors can log on to Agent Desktop Display using their phone
logon ID and view real-time statistics for each skillset to which they belong.
The Agent Desktop Display tabular format appears as a window with several
columns. This window can be moved, minimized, resized, closed, or
configured to always stay on top of the desktop like a standard Microsoft
window.
The application continually verifies that the agent is logged on to the server in
Contact Center Manager Server by checking with the Contact Center
Manager Administration server once every minute. It also checks the list of
skillsets that are assigned to the logged-on agent once every 3 minutes and
updates the display accordingly.
Attention: If you install Windows Vista on the client, users cannot view
online help for Agent Desktop Display. To view online help, you must
download and install Windows update KB917607 on to each client. This
update includes the WinHlp32.exe file, which is required to view WinHelp
help files, such as Agent Desktop Display online Help.
Report Creation Wizard is a reporting feature that you can access through the
main Historical Reporting interface. You can use the wizard to create,
maintain, and modify customized ad hoc reports through a user-friendly
interface.
After you create reports by using Report Creation Wizard, you can work with
the reports in the Historical Reporting component, and use the same access
permissions, partitions, and filters features that you can with other reports.
You can also use the Historical Reporting interface to schedule reports that
you create with the Report Creation Wizard.
Create a shared folder to export historical reports if you want multiple users to
access scheduled historical reports from the same folder.
Agents press the Emergency key when they require assistance from the
supervisor (for example, if a caller is abusive). The Emergency Help panel
displays information about the agent, including the agent name and location,
and displays the time when the Emergency key was pressed.
For information about the audit trail, see Nortel Contact Center Manager
Administration – Client Administration (NN44400-611).
The Contact Center Agent Desktop interface for outbound runs on the agent
desktop during campaigns. This interface presents outbound contacts to
agents, provides agents with preview dial capability, displays agent call
scripts (if configured), and saves disposition codes and script results.
For information and procedures to configure the outbound contact type, see
Nortel Contact Center Server Administration (NN44400-610). For information
and procedures to create outbound campaigns in your contact center, see
Nortel Contact Center Manager Administration – Client Administration
(NN44400-611).
Optional tools
Several optional components are installed on the Contact Center Manager
Administration server. The following list describes the purpose of each
optional component.
Data extraction
The CS1000 Data Extraction Tool is a software application that extracts
information about resources such as Terminal Numbers (TNs), voice ports,
Controlled Directory Numbers (CDNs), Interactive Voice Response Automatic
Call Distribution DNs (IVR ACD-DNs), and routes from a Communication
Server 1000/Meridian 1 switch. The tool saves this information in Excel
spreadsheets.
You cannot upload data from the CS 1000 Data Extraction Tool spreadsheets
directly to Contact Center Manager Administration. You must copy the data
from the CS 1000 Data Extraction Tool spreadsheet into the Contact Center
Manager Administration Configuration Tool spreadsheet and then upload the
data.
ADAM replication
Active Directory Application Mode (ADAM) is a Microsoft information storage
framework, and runs as a non-operating system service.
Use ADAM to share the data stored in one ADAM database on a server, back
and forth with another ADAM database on a backup server, ensuring that the
replicated data is the same across both servers. In the event of a failure on
the active Contact Center Manager Administration server, the standby server
provides immediate access to all data files stored in ADAM from the primary
server. Contact Center Manager Administration users can use the replicated
ADAM data to point immediately to their browser to the standby Contact
Center Manager Administration server and to maintain a level of productivity
with minimal interruption of access to the Contact Center Manager
Administration application.
While you can have access to multiple ADAM instances, and multiple Contact
Center Manager Administration-specific ADAM instances, each Contact
Center Manager Administration server can have only one Contact Center
Manager Administration-specific ADAM instance.
If you have a domain security policy in place with a logon warning message
configured, you cannot change the logon warning message. In this case, you
need to contact your administrator to change the logon warning message on
the domain server. If you enable the Security Framework, the error message
on the domain server overrides the logon message.
Security Framework
The Security Framework provides identity management, which enables
integration with the customer's directory services infrastructure (for example
Active Directory) for authentication and authorization of application users. The
identify framework helps to reduce the administrative costs and eliminates the
redundant user information associated with each application solutions. Single
sign-on is a core feature of the framework which minimizes the necessity for
end users to provide credentials after they log on.
If you plan to use the Security Framework for your Contact Center, Nortel
recommends that you do not use the Contact Center Manager Administration
security.
Navigation
• Installation configuration (page 106)
• Operations performed on the server (page 110)
• Optional configuration tools (page 115)
Installation configuration
Use the DVD controller to install Communication Control Toolkit stand-alone,
with License Manager for a Knowledge worker configuration, or with all of the
contact components (Contact Center Manager Server, Contact Center
Manager Administration, Server Utility, and License Manager). If you plan to
install Communication Control Toolkit with Contact Center Manager Server,
you must also install Contact Center Manager Administration on the server.
The following sections describe the installation information you need to know
to use the Communication Control Toolkit server software:
• DVD controller (page 107)
• Modes of operation (page 107)
• User configuration (page 108)
• User accounts (page 109)
• Services (page 109)
• Components (page 109)
• Possible co-resident components (page 110)
DVD controller
The DVD controller installs the components on your server:
• .NET Framework 3.5 installation
• Caché database
• common components, including the server configuration utility and patch
viewer
• database migration tool to convert CCT database to Caché
• available service updates and Service update supplements
• CCTIVR
• TAPI connector
Modes of operation
You can work with Communication Control Toolkit in several modes of
operation.
Contact Center
In a Contact Center environment, Communication Control Toolkit enhances
the skill-based routing ability of Contact Center Manager Server. You can
create custom agent applications, such as soft phones, agent telephony
toolbars with screen pops, and intelligent call management applications.
Communication Control Toolkit enables the integration with business
applications such as CRM systems.
Knowledge worker
In a knowledge worker environment, skill-based routing is not required. You
can use direct-connect with the TAPI Service Provider to connect directly to
the CS 1000/Meridian 1 using the 1 ELAN TCP/IP link. If the ELAN subnet is
not already connected to the Nortel server subnet through a router. The
proprietary protocol Application Module Link (AML) communicates between
the CS 1000/ Meridian 1 and the TAPI Service Provider.
User configuration
When you install Communication Control Toolkit, you can choose the
following options:
• application installation location
• database installation location
• patch installation location
• select the primary or secondary server for the configuration
You choose the software installation location when you perform the
installation. You must ensure that sufficient space is available on the drive for
the application, database, or patches on the selected drive.
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.
User accounts
No default user accounts are configured on the Communication Control
Toolkit server.
Services
After you install Communication Control Toolkit, the following 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 Service
• NCCT SMON
• NCCT Logging Service
• ACD Proxy
• Telephony
• NCCT Data Access Layer
• NCCT TAPI Connector (for Communication Server 1000/Meridian 1)
• NCCT Server
• NCCT OI Service (for SIP Office Communication Server)
Components
Communication Control Toolkit has functions distributed among various
components. The CCT includes the following major components:
• Server software—The server software handles functions such as
assigning resources (for example, users) to groups of users to
workstations. This server runs with Windows Server 2003 (Enterprise or
Standard).
For more information about the following utilities on the CCT server, see
Nortel Contact Center Server Administration (NN44400-610):
• CCT database—The CCT database is configured using the CCT Console
application. The Caché-based CCT database stores the user-to-group
assignments, switch information (terminals and addresses), and
For example, when storing a 5-character key and a 5-character value, the
actual data that is attached to TAPI is
34 (base formatting)
+ 16 (1 key-value pair)
+ 10 (the key and the value)
+ 1 (terminating null character)
= 61.
Configure resources
The following resources are used by Communication Control Toolkit:
• Windows user—Users who are logged on to one or more communication
terminals.
• Windows user group—A logical group of Windows users (for example, a
sales group or a support group) that have a common property.
• Contact Center user—Users configured in the contact center database on
Contact Center Manager Server with a designated role in the contact
center such as a supervisor or an agent to received queued contacts.
• Contact Center user group—A logical group of Contact Center users (for
example, agents or supervisors) that have a common property.
• Terminal—A physical (including software applications) communications
endpoint such as an e-mail client or an IVR line. Two terminal types
indicate the types of physical communication endpoints:
Resource mapping
Mappings use the following principles:
• Mappings are bidirectional. If you map one resource to a second, then the
second resource also maps to the first. For example, if you map a user to
a user group, the user group also maps to the user.
• Mappings are distributed using groups. If you map one resource to a
second resource that is a group, and the second resource to a third, then
the first resource also maps to the third. For example, if you map two users
to a user group, and then map the user group to an address, then the
users are considered mapped to the address. Or, if you map a user to a
user group, the user inherits the user group terminals and addresses.
• Mappings are not associative. If you map one resource to a second, and
map the first resource to a third, the second and third resources do not
map to each other. For example, if you map a terminal to an address, and
then map that terminal to a user, the user does not inherit the address.
You must also map the address to the user.
• Resources cannot map to resources that are the same type as itself. For
example, you cannot map a user to a user, or a terminal to a terminal.
Grouped resources cannot map to resources that are closely related. For
example, you cannot map a terminal group to an address group because
both resources are types of end points.
• Communication Control Toolkit supports the automatic mapping of
addresses in limited circumstances. Automatic mapping of addresses is
supported only when you map terminals or terminal groups to a user (or
user group). If you map a terminal to a user, and if auto-mapping is
enabled, then the addresses automatically map to the user (or user group)
as well. If you map a terminal group to a user (or user group) with auto-
mapping enabled, then the addresses of the terminals in the terminal
group automatically map to the user (or user group). If you map a terminal
group to a user (or user group), and if auto-mapping is enabled, if the
terminal group has no terminals at the time of the mapping, then no
addresses map to the user. If you add a new terminal to an existing
terminal group, users that map to the new terminal are not automatically
mapped to the address of the new terminal. The user must map to the
address manually. The system supports auto-mapping of addresses only
when mapping terminals or terminal groups to a user or user group.
• Only terminals map to workstations.
• When you map a user to a terminal, you must map the terminal to an
address that also maps to the user.
• You do not map route point addresses to terminals. route point addresses
do not have associated terminals.
Center user
Center user
Terminal
Terminal
Address
Address
Contact
Contact
group
group
group
group
User
User
User X X X X X X X
User group X X X X X X X
Contact Center User X X X
Contact Center User group X X X
Terminal X X X X
Terminal group X X X
Address X X X X
Address group X X X
Workstation X
Importing resources
Use the Communication Control Toolkit Administration Console to manage
the resources in the database. The resources are used to map the voice and
multimedia contacts to terminals and route them to agents in the contact
center. You can configure the resources manually or automatically from an
XML file using the Data Management Tool.
For more information about importing resources, see Nortel Contact Center
Server Administration (NN44400-610).
The CMF is driven by one or more switch interface service providers (for
example, a connector for CS 1000/Meridian 1 communications or a SIP
provider for SIP-enabled contact center). The switch interface service
provider updates the CMF objects to reflect the status of the switch and to
monitor the objects in the CMF for requests, which the objects pass to the
switch.
Use the Reference Client to verify calls on one switch, or calls transferred
between switches.
You can implement these layers using the Full Communication Control Toolkit
API. These layers provide easy access to a subset of Communication Control
Toolkit functions, which you can use for CTI functionality without low-level CTI
knowledge for the basic development of powerful integrations and
applications such as:
• desktop applications (for example, Call Control Toolbar) server
• applications (for example, Call Recording, Work Force Management)
• screen-pop utilities
• business application or Computer Resource Management (CRM)
connectors
For more information about using the Communication Control Toolkit API, see
the Nortel Communication Control SDK Programmers Reference Guide. This
guide is a help file that accompanies the Software Development Kit. You must
join the developer partner program and purchase the Communication Control
Toolkit SDK to download the documentation from www.nortel.com.
If more than one agent is available, the contact is routed to the agent with the
highest priority for the skillset. Supervisors and administrators view real-time
displays and run historical reports to determine volume and completion
statistics.
If you are in a SIP OCS environment, Contact Center Multimedia also assigns
instant message contacts to agents.
You must be licensed for the media types before you can install Contact
Center Multimedia.
Navigation
• Installation configuration (page 117)
• Operations performed on the server (page 121)
• Optional configuration tools (page 131)
Installation configuration
Use the DVD controller to install Contact Center Multimedia. Contact Center
Multimedia must be installed on a stand-alone server.
The following sections describe the installation information you need to know
to use the Contact Center Multimedia server:
• DVD controller (page 118)
• User configuration (page 118)
• Default users (page 119)
• Services (page 119)
DVD controller
The DVD controller installs components on your server:
• .NET Framework 3.5 installation
• Caché database
• common components, including the server configuration utility and patch
viewer
• available service updates and Service update supplements
User configuration
Choose the installation options when installing Contact Center Multimedia:
• application installation location
• database installation location
• patch installation location
• Contact Center Manager Server name
• Contact Center Manager Administration server name
• Communication Control Toolkit server name
• Inbound mail server (if applicable)
• outbound mail server (if applicable)
• predictive reporting server (if applicable)
• predictive server (if applicable)
• Web server (if applicable)
• license server name
The previous applicable servers depend on the types of contacts for which
you are licensed.
You choose the software installation location when performing the installation.
You must ensure that there is enough space on the drive for the application,
database, or patches on the selected drive.
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.
Default users
The installation adds default users to the Windows operating system when
you install Contact Center Multimedia:
• CCMMOPSUSR—The user account that the E-mail Manager in Contact
Center Multimedia uses instead of the local system account stream
attachment files to the inbound folder and attach files to outbound e-mail
from the outbound folder.
• IUSR_<servername>—An Internet Information Services (IIS) account
used for all communication between the Multimedia server and the
Contact Center Agent Desktop over HTTP.
Services
After you install Contact Center Multimedia, the following 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.
• 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
• Multimedia Contact Manager—Management tool for configuring routing
options for multimedia contacts (e-mail, Web communications, instant
messages)
• CCMM OAM service—Monitors the connections between Contact Center
Multimedia and external servers.
• Campaign Scheduler service—For scheduling outbound campaigns in the
appropriate time zones and within regulatory times for each country to
perform outgoing voice contacts.
Folder structure
On the drive of your server where you install the Contact Center Multimedia
database, two folders are available:
• Nortel\Contact Center\Email Attachments\inbound
• Nortel\Contact Center\Email Attachments\outbound
These two folders are the stored locations for the e-mail or other attachments
that have been sent or received by your contact center. You must configure
these two folders to allow share and NTFS folder permissions. For more
information about configuring these two folders, see Nortel Contact Center
Commissioning (NN44400-312).
Components
Contact Center Multimedia contains several major components:
• Server software—The server software handles multimedia contacts. This
server runs with Windows Server 2003 (Enterprise or Standard).
For more information about the following utilities on the CCMS server, see
Nortel Contact Center Server Administration (NN44400-610):
— Multimedia Administrator—The administration tool to configure
skillsets for all multimedia contact types, and the routing mechanisms
used to route contacts. A Wizard that starts the first time you start the
Multimedia Administrator application is provided to guide you through
the required configuration steps.
— Archive utility—A utility embedded in the Multimedia Administrator for
archiving old contacts by contact type, or date of the contact.
• CCMM database—The CCMM database contains the information about
the multimedia contacts such as customer names, contact information,
and contact content if the content is text based.
• CCAD—The Contact Center Agent Desktop is installed by default on the
Contact Center Multimedia server. Agents in your contact center can
download this client application from the CCMM server and use the
softphone and multimedia interface to handle all types of contacts from a
single window.
• OCMT—The Outbound Campaign Management Tool (OCMT) is installed
with Contact Center Multimedia, but runs from the Contact Center
Manager Administration application. Use the OCMT to create outbound
campaigns for your contact center.
• Common server utilities—The utilities that are common to all servers in the
Contact Center that provide basic monitoring of 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 functions 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
Multimedia components.
Co-resident components
You cannot install other components for Contact Center 7.0 on the same
server as Contact Center Multimedia software and database.
Outbound contacts are contacts leaving the Contact Center made by agents
to customers for sales or marketing surveys.
To configure e-mail routing, you must create or configure the following items:
• route points—You must assign a route point to each e-mail skillset
(denoted by EM_). A route point is a location in the open queue that
enables incoming contacts to be queued and run through the application
on CCMS.
• inbound and outbound e-mail servers—Configure the names and e-mail
transfer protocol for the e-mail servers in your organization.
• inbound e-mail settings—Configure how frequently your Multimedia
server scans the corporate server for new messages, where the
attachments are stored.
• outbound e-mail settings—Configure the outgoing e-mail address or
contact information when an e-mail message is sent from your contact
center. You can configure the signature by skillset.
Configure IM settings
In a SIP OCS environment, you can configure the settings for instant
messages received in your contact center.
Web communications CI
If you use Web communications in your contact center, you can use the
Sample Customer Interface (CI) Web site implementation to assist you to
develop Web pages for your corporate Web site. The Web services
architecture is a platform-independent interface that can be accessed by
customers from both Microsoft.NET and Java applications. Customer Web
sites or third-party applications use the open interface for integration with the
Nortel Contact Center Multimedia system.
In development, you can access the Web services from either ASP.NET or
JSP Web applications.
The Customer Interface Web services provide a range of methods that allow
you to perform the following functions:
• register new customers in the Contact Center Multimedia database
• log on or log off existing customers
• update customer logon credentials
• create customer contacts
• update customer details
• read customer information
• review a customer contact history
• request immediate or scheduled callback requests
• read a contact
• create and maintain a Web communications chat session
For developers who want to integrate with the Nortel Contact Center
Multimedia system using Web Services, the following items are available on
the Nortel Developer Partner Program Web site:
• Web Service documentation including an API reference in HTML format
• An installation package for the Sample Customer Interface Web site.
The Call Processing server calculates number of calls answered (rather than
ringing no answer, answering machine, busy signal) and determines an
average number of calls answered. For example, the Call Processing server
can determine that one in three calls is answered by a live person. The Call
Processing server also calculates the length of time for an agent to handle a
single call based on agent state, status, wrap-up time, and number of calls
answered. For example, it takes 8 seconds for an agent to handle a call.
In Contact Center, agents are assigned a skillset for predictive outbound. The
agent logs on to Contact Center Agent Desktop and connects to Contact
Center and the SER hardware.
When the agent with Predictive outbound skillset logs on to the phone set, the
dedicated phone line connection is formed between the agent telephone and
the Call Processing server. Nortel strongly recommends that agents use
CCAD for all telephony functions. The Call Processing server sends voice
contacts through the dedicated phone lines (for example, three voice contacts
every 8 seconds, anticipating that an agent handles the contact). The agents
do not accept the contacts, but start participating when their phone line is
connected. They hear a beep in their headset to alert them to a contact. Agent
scripts are provided by the Call Processing server so that agents can speak
scripted text, or know what tasks to perform for each contact, including
transfer or conference.
For information about configuring the administration settings for the Contact
Center Agent Desktop for multimedia contacts, see Nortel Contact Center
Server Administration (NN44400-610).
Handle contacts
Agents use the Contact Center Agent Desktop application to process
outbound, e-mail, Web communications, instant message, and predictive
outbound contacts, depending on the applications your contact center is
licensed to handle.
For voice contacts, the agent has functions to handle the incoming contacts,
such as accepting the incoming contact, transferring the contact to another
agent, and performing required duties to complete a contact.
For multimedia contacts, the agent has the functions to handle the incoming
and outgoing voice, e-mail, Web communications, and instant message
contacts including accepting the incoming contact, dealing with the contact
such as talking to the customer, or sending them information in a text-based
format, and performing required duties to complete the contact.
For more information about the Contact Center Agent Desktop, see Nortel
Contact Center Agent Desktop User Guide (NN44400-114).
For more information about the Contact Center Agent Desktop, see Nortel
Contact Center Agent Desktop User Guide (NN44400-114).
Create callbacks
In addition to handling multimedia contacts, agents can also use the Contact
Center Agent Desktop application to create a call to a customer based on the
information received during a different type of contact such as the time the
customer is available, and the telephone number to call.
For more information about the Contact Center Agent Desktop, see Nortel
Contact Center Agent Desktop User Guide (NN44400-114).
You can view real time reports using the Agent Desktop Displays application
(see Review real-time reports in Agent Desktop Display (page 100) where you
can view:
• six nodal real-time displays for single Contact Center Manager Server
sites
• three network consolidated real-time displays for a network of Contact
Center Manager Server sites
You must configure the reporting server name and password in the
Multimedia Administrator application.
For example, if you know that no action is expected for a particular skillset,
you can archive the contacts associated with that skillset.
When you archive data, you can choose to archive the customer data with the
contact data. During an archive, the data is stored in a flat file and then deleted
from the database. The only way to retrieve this data is to restore the archive.
Before you begin to archive your contacts, you must determine which type of
archive or restore you want to use.
If you archive the customer data as well, records associated with the customer
data are not deleted if other contacts associated with the customer exist in the
database after the archive is complete. The records appear in the archived
file.
Attention: If you manually modify the data generated from an archive, the
data can become corrupt resulting in the failure of future restores based on
the data. For this reason, Nortel cannot support issues with the application
arising from manual modification of the data generated by the archive.
A log file of the archive, ArchiveLogFile.txt, is stored in the archive folder you
choose.
Web services
The Outbound Open Interfaces provide an open interface for integrating third-
party applications with Outbound Campaigns The open interfaces provide the
following functions for external applications:
• ability to add contacts to an existing campaign
Navigation
• Upgrades versus migrations (page 133)
• Supported upgrades and migrations (page 134)
• Disk partitioning requirements on the new or re configured server
(page 135)
• Co-resident upgrades (page 135)
• Multinode upgrades (page 136)
• Backup and restore of database files (page 137)
• Timing for backups and restorations (page 140)
• Efficient software patching (page 141)
Co-resident upgrades
Upgrade co-resident applications at the same time. Before you install the
Release 7.0 software, you must uninstall all previous releases of Contact
Center applications.
The Contact Center DVD Controller allows you to select multiple applications
and then installs them at the same time.
Multinode upgrades
Multinode upgrade refers to upgrading a system where multiple Contact
Center applications are installed on different servers and possibly in various
geographic locations.
The following table shows the compatibility of Contact Center 7.0 with
previous releases.
CCMS 7.0 CCMA 7.0 CCT 7.0 CCMM 7.0 License NCC 7.0 Server
Manager Utility 7.0
7.0
CCMS 6.0 Yes Yes No No Yes Yes Yes
CCMA 6.0 No N/A N/A No Yes No N/A
CCT 6.0 Yes N/A Yes No Yes N/A N/A
CCMM 6.0 No Yes No N/A Yes N/A N/A
Licence No No No No N/A No N/A
Manager
6.0
NCC 6.0 No Yes N/A N/A Yes N/A Yes
Server Yes N/A N/A N/A N/A N/A N/A
Utility 6.0
SCCS 5.0 Yes Yes No N/A N/A Yes Yes
SWC 4.5 No N/A N/A N/A N/A Yes Yes
CCT 5.0 No N/A Yes N/A N/A N/A N/A
SWCP No N/A N/A N/A N/A N/A N/A
NCC 5.0 No Yes N/A N/A N/A N/A Yes
SCCS N/A N/A N/A N/A N/A No N/A
Client
using the Database Maintenance utility are in Nortel Contact Center Server
Administration (NN44400-610) or Nortel Contact Center Routine Maintenance
(NN44400-514).
For Contact Center Manager Administration, you can use the Nortel Backup
and Restore utility (see Operations performed with Contact Center Manager
Administration (page 98) to back up a preselected series of Contact Center
Manager Administration files (including Historical Reporting files, ADAM files,
and database files). You can also use the utility to schedule singular or
multiple backup tasks daily, weekly, or monthly. However, you cannot use this
utility to back up operating system files or data files that are not related to
Contact Center Manager Administration.
Because all of your user or agent assignments, CDNs, and DNISs are stored
on the Contact Center Manager Server, if your stand-alone Contact Center
Manager Administration server fails, calls continue to be routed according to
your defined scripts and your contact center can still receive calls.
However, because the Contact Center Manager Server data files do not
change as often as Contact Center Manager Administration data files, you
can back up your Contact Center Manager Administration server without
backing up Contact Center Manager Server at the same time, if required.
Nortel recommends that you schedule backups during periods of low activity.
When you perform an immediate backup, you can view the Progress
Information field to monitor the progress of the backup in either the Nortel
Backup and Restore utility (for Contact Center Manager Administration) or the
Database Maintenance utility (for Contact Center Manager Server,
Communication Control Toolkit, and Contact Center Multimedia).
Regularly scheduled backups overwrite the same file each time they occur. To
keep more than one backup file, you must configure a separate network drive.
You can back up one or more databases at one time. The backup folder
contains separate backup files for each database or folder you select. If you
have two scheduled backups occurring at the same time, the backup with the
larger time frame occurs first. For example, if you have a weekly backup and
a monthly backup scheduled at the same time, the monthly backup runs first.
If your contact center runs with a standby server, ensure that you back up the
primary server, not the standby server, to back up the most current data.
Publication: NN44400-110
Document status: Standard
Document issue: 01.07
Document date: 26 February 2010
Product release: Release 7.0
Job function: Fundamentals
Type: NTP
Language type: English
While the information in this document is believed to be accurate and reliable, except as otherwise expressly
agreed to in writing NORTEL PROVIDES THIS DOCUMENT “AS IS” WITHOUT WARRANTY OR
CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described
in this document are subject to change without notice.
Nortel, Nortel Networks, the Nortel logo, the Globemark, Meridian 1, and Succession are trademarks of Nortel Networks.