NN44400-410 01.08 Upgrades

Nortel Contact Center
Upgrade and Patches
NN44400-410
Document status: Standard
Document issue: 01.08
Document date: 26 February 2010
Product release: Release 7.0
Job function: Upgrades
Type: Technical Document
Language type: English
Copyright © 2009-2010 Nortel Networks.

All Rights Reserved.
While the information in this document is believed to be accurate and reliable, except as otherwise
expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT “AS IS” WITHOUT
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All other trademarks are the property of their respective owners.

Contents
New in this release 11
Features 11
DVD Controller 11
Common database maintenance utilities 11
Common patch viewer 12
System Readiness Checker 12
Other changes 12
Content arrangement 13
Introduction 14
Upgrade fundamentals 16
Supported upgrades and migrations 16
Backup Locations 17
Disk partitioning requirements on the new or reconfigured server 18
Co-resident upgrades 18
Multinode upgrades 19
Multinode upgrade with co-resident servers 20
Contact Center Manager Server upgrades, migrations, and

patches 21
Symposium Call Center Server 5.0 to Contact Center Manager
Server 7.0 upgrade (same server) 22
Installing the data extraction patch 25
Preparing the Symposium Call Center Server 5.0 database 25
Uninstalling Symposium Call Center Server 5.0 patches 26
Uninstalling the Symposium Call Center Server 5.0 software 27
Upgrading to Contact Center Manager Server 7.0 28
Symposium Call Center Server 5.0 to Contact Center Manager

Server 7.0 migration (new server) 36
Preparing the Symposium Call Center Server 5.0 database 40
Installing the Contact Center Manager Server 7.0 software on the new server 41

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Copyright © 2009-2010, Nortel Networks
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Contents
Synchronizing the Contact Center Manager Server database 47
Contact Center Manager Server 6.0 to Contact Center Manager

Server 7.0 upgrade (same server) 49
Preparing the Contact Center Manager Server 6.0 database 52
Uninstalling the Contact Center Manager Server 6.0 patches 53
Uninstalling the Contact Center Manager Server 6.0 software 54
Upgrading to Contact Center Manager Server 7.0 55
Contact Center Manager Server 6.0 to Contact Center Manager

Server 7.0 migration (new server) 62
Contact Center Manager Server 7.0 migration 74

Backing up the Contact Center Manager Server 7.0 database 76
Contact Center Manager Server patch installation 85

Installing Contact Center Manager Server software patches 86
Contact Center License Manager upgrades, migrations, and

patches 87
License Manager 6.0 to License Manager 7.0 upgrade 88
Uninstalling the License Manager 6.0 patches 90
Uninstalling the License Manager 6.0 software 90
Installing the License Manager 7.0 software 91
Licence Manager patch installation 94

Installing the License Manager patches 95
License Manager 7.0 server migration 96

Installing the License Manager 7.0 server software on the new server 97
Server Utility upgrades, migrations, and patches 100

Server Utility 6.0 to Server Utility 7.0 upgrade 101
Uninstalling the Server Utility 6.0 patches 103
Uninstalling the Server Utility 6.0 software 103
Installing the Server Utility 7.0 software 104
Server Utility 7.0 migration 107

Installing the Server Utility 7.0 software on the new server 108

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Contents
Server Utility patch installation 111

Installing the Server Utility patches 112
Contact Center Manager Administration upgrades, migrations,

and patches 113
Symposium Web Client 4.5 to Contact Center Manager
Administration 7.0 upgrade (same server) 114
Uninstalling the Symposium Web Client 4.5 software 117
Installing Crystal Report Application Server 2008 software 117
Upgrading to Contact Center Manager Administration 7.0 119

Administration 7.0 migration (new server) 122
Backing up Symposium Web Client 4.5 125
Configuring Internet Information Service on the target server 126
Installing Sybase Open Client 12.5 on the target server 126
Updating the Sybase ODBC driver on the target server 128
Verifying that the system successfully updated the driver 129
Configuring Data Execution Prevention on the target server 131
Installing the Contact Center Manager Administration 7.0 server software on the new
server 131
Restoring the Symposium Web Client 4.5 database 134
Upgrading the Contact Center Manager Administration database 135
Contact Center Manager Administration 6.0 to Release 7.0

upgrade (same server) 136
Backing up Contact Center Manager Administration 6.0 138
Uninstalling the Contact Center Manager Administration 6.0 software 139
Upgrading to Contact Center Manager Administration 7.0 141
Contact Center Manager Administration 6.0 to Release 7.0

migration upgrade (new server) 144
Installing the Contact Center Manager Administration 7.0 server software on the
target server 154
Restoring the Contact Center Manager Administration 6.0 database 156

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Contents
Contact Center Manager Administration 7.0 migration (new

server) 158
Backing up the Contact Center Manager Administration data on the source
server 160
Installing the Contact Center Manager Administration 7.0 server software on the
target server 167
Contact Center Manager Administration 7.0 upgrade 171

Installing the Contact Center Manager Administration 7.0 server software 173
Contact Center Manager Administration 7.0 upgrade (with

replication) 175
Identifying which CCMA server is the Master Schema owner 177
Disabling replication 178
Uninstalling the Contact Center Manager Administration 7.0 software on Master
Schema owner 179
Installing the Contact Center Manager Administration 7.0 server software on Master
Schema owner 179
Uninstalling the Contact Center Manager Administration 7.0 software on Secondary
server 181
Installing the Contact Center Manager Administration 7.0 server software on
Secondary server 182
Enabling replication 183
Contact Center Manager Administration patch installation 185

Installing Contact Center Manager Administration software patches 186
Security Framework migrations and patches 187

Security Framework migration 188
Installing the Security Framework software on the new server 189
Security Framework patch installation 192

Installing the Security Framework patches 193

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Contents
Communication Control Toolkit upgrades, migrations, and

patches 194
Communication Control Toolkit 5.0 to Communication Control
Toolkit 7.0 upgrade (same server) 195
Preparing the Communication Control Toolkit 5.0 database 199
Uninstalling the Communication Control Toolkit 5.0 patches 199
Uninstalling the Communication Control Toolkit 5.0 software 200
Upgrading to Communication Control Toolkit 7.0 202

Toolkit 7.0 migration upgrade (new server) 205
Installing the Communication Control Toolkit 7.0 software on the new server 208
Synchronizing the Communication Control Toolkit database 211

Toolkit 7.0 upgrade (same server) 213
Uninstalling the Communication Control Toolkit 6.0 patches 217
Upgrading to Communication Control Toolkit 7.0 220

Toolkit 7.0 migration upgrade (new server) 223
Communication Control Toolkit patch installation 231

Installing Communication Control Toolkit software patches 232
Communication Control Toolkit 7.0 migration 233

Backing up Communication Control Toolkit 7.0 database 234
Co-resident server upgrades, migrations, and patches 240

Co-resident server 6.0 to co-resident server 7.0 upgrade (same
server) 241

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Contents

Uninstalling the Contact Center 6.0 patches 248
Uninstalling the Server Utility 6.0 software 249
Uninstalling the License Manager 6.0 software 252
Uninstalling the Contact Center Manager Server 6.0 software 252
Installing Contact Center 7.0 server software 254
Co-resident server 6.0 to co-resident server 7.0 migration upgrade

(new server) 262
Installing Contact Center 7.0 server software 276
Contact Center Multimedia upgrades, migrations, and patches

288
Contact Center Multimedia 6.0 to Contact Center Multimedia 7.0
upgrade (same server) 289
Shutting down the services 291
Backing up the Contact Center Multimedia database 292
Uninstalling the Contact Center Multimedia 6.0 patches 294
Uninstalling the Contact Center Multimedia 6.0 software 294
Upgrading to Contact Center Multimedia 7.0 295

Backing up the Contact Center Multimedia 6.0 database 302
Checking the serial port configuration 304
Installing a modem 305

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Contents
Installing the Contact Center Multimedia 7.0 software on the new server 306
Synchronizing the Contact Center Multimedia database 311
Contact Center Multimedia 7.0 migration 313

Backing up Contact Center Multimedia 7.0 database 315
Checking the serial port configuration 317
Installing a modem 317
Installing the Contact Center Multimedia 7.0 software on the new server 319
Synchronizing the Contact Center Multimedia database 324
Contact Center Multimedia patch installation 326

Installing Contact Center Multimedia software patches 327
Network Control Center upgrades, migrations, and patches 328

Network Control Center 5.0 to Network Control Center 7.0 upgrade
(same server) 329
Preparing the Network Control Center 5.0 database 332
Uninstalling the Network Control Center 5.0 patches 333
Uninstalling the Network Control Center 5.0 software 333
Upgrading to Network Control Center 7.0 334
Network Control Center 5.0 to Network Control Center 7.0

Installing the Network Control Center 7.0 software on the new server 343
Synchronizing the Network Control Center database 347

(same server) 349
Uninstalling the Network Control Center 6.0 patches 353
Uninstalling the Network Control Center 6.0 software 353
Upgrading to Network Control Center 7.0 354
Network Control Center 6.0 to Network Control Center 7.0

Network Control Center migration 369

Backing up Network Control Center 7.0 database 371

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Contents
Network Control Center patch installation 377

Installing Network Control Center software patches 378
Service Creation Environment migrations and patches 379

Service Creation Environment migration 380
Installing the Service Creation Environment software on the new server 381
Service Creation Environment patch installation 384

Installing the Service Creation Environment patches 385
Common procedures 386

Downloading the latest Nortel documentation 386
Installing Windows Server 2003 Release 2 387
Configuring Windows Server 2003 Release 2 390
Installing the latest operating system service packs 392
Configuring SNMP on your server 393
Enabling Microsoft Remote Desktop connection 393
Downloading the latest Contact Center service updates to the server 394

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New in this release
The following sections detail what is new in Nortel Contact Center Upgrade
and Patches (NN44400-410) for Release 01.08.
Navigation
• Features (page 11)
• Other changes (page 12)
Features
See the following sections for information about feature changes:
• DVD Controller (page 11)
• Common database maintenance utilities (page 11)
• Common patch viewer (page 12)
• System Readiness Checker (page 12)
DVD Controller
A more consistent installation and upgrade 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
more 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. 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 more consistent.
Common database maintenance utilities

New common database maintenance utilities for Contact Center 7.0 are
standardized across the Contact Center Manager Server, Contact Center
Multimedia, and Communication Control Toolkit applications. These utilities
can be used to perform the following:
• migration from previous Contact Center components
• backups of Contact Center databases (both scheduled and immediate)

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New in this release
• restoration of Contact Center databases

• replication configuration
• database expansion
• port configuration (to comply with security policies)
Common patch viewer

A new Contact Center Patch Manager utility supports a more automatic patch
installation and management process. The Contact Center Patch Manager
supports the following applications:
• Contact Center Manager Server
• Contact Center Manager Administration
• Communication Control Toolkit
• Contact Center Multimedia
• Server Utility
• Service Creation Environment
• License Manager
• Contact Center common component patches
System Readiness Checker

The System Readiness Checker for Contact Center 7.0 supports system
checks for Contact Center Manager Server, Contact Center Manager
Administration, Communication Control Toolkit, and Contact Center
Multimedia. The DVD Controller runs the System Readiness Checker prior to
installing the Contact Center software. Based on the results, the DVD
Controller determines whether to continue with the installation process.
The System Readiness Checker can also be run as a stand-alone tool. In

addition to the preceding Contact Center applications, the System Readiness
Checker also supports the following multimedia applications:
• Interactive Communications Portal (ICP) 1.0
• Service Creation Environment (SCE) 2.0
Other changes
See the following sections for information about changes that are not feature-
related:
• Content arrangement (page 13)

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New in this release
Content arrangement
The documentation suite for Contact Center 7.0 is rearranged to fulfill the
requirements for the Nortel modular format. The content in this document is
sorted by job functions and tasks rather than by servers. Use the Nortel
Contact Center Documentation Roadmap (NN44400-113) to determine which
documents to review.

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Introduction
Nortel Contact Center Upgrade and Patches (NN44400-410) contains the
procedures to upgrade and migrate the server software and install patches for
Contact Center 7.0.
Two types of upgrade exist:

• Upgrade—An existing server with a previous version of Contact Center is
reused for Contact Center 7.0. Customer data from a previous release is
imported during the installation of the Contact Center 7.0 software.
• Migration—A new server is used for a fresh installation of Contact Center
7.0. Customer data is imported to the new server.
After you complete your upgrade or migration, see Nortel Contact Center
Commissioning (NN44400-312) for information about post-upgrade steps.
Prerequisites
• Download the latest documentation from the Nortel Web site
(www.nortel.com/support).
• Read Nortel Contact Center Overview (NN44400-111).
• Read Nortel Contact Center Fundamentals (NN44400-110).
• Read Nortel Contact Center Planning and Engineering (NN44400-210) to
ensure that your configuration meets Contact Center 7.0 requirements.
• Complete the Nortel Contact Center Installer Roadmap (NN44400-310).
• Understand the features purchased with Contact Center.
• Know where you want to upgrade each Contact Center component.
• Ensure you have the Contact Center 7.0 DVD.
Navigation
• Upgrade fundamentals (page 16)
• Contact Center Manager Server upgrades, migrations, and patches
(page 21)

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Introduction
• Contact Center License Manager upgrades, migrations, and patches

(page 87)
• Server Utility upgrades, migrations, and patches (page 100)
• Contact Center Manager Administration upgrades, migrations, and
patches (page 113)
• Communication Control Toolkit upgrades, migrations, and patches
(page 194)
• Contact Center Multimedia upgrades, migrations, and patches (page 288)
• Network Control Center upgrades, migrations, and patches (page 328)
• Common procedures (page 386)

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Upgrade fundamentals
This chapter describes the fundamentals of upgrading your Contact Center
software
Navigation
• Supported upgrades and migrations (page 16)
• Backup Locations (page 17)
• Disk partitioning requirements on the new or reconfigured server
(page 18)
• Co-resident upgrades (page 18)
• Multinode upgrades (page 19)
Supported upgrades and migrations

You can upgrade previous versions of Contact Center to the latest Contact
Center application suite using software upgrade or migration upgrade
procedures. Software and migration upgrade procedures migrate all
historical, statistical, and configuration data from the previous Contact Center
release to the latest release.
The following product upgrades are supported:

• Symposium Call Center Server 5.0 to Contact Center Manager Server 7.0
• Contact Center Manager Server 6.0 to Contact Center Manager Server
7.0
• Symposium Web Client 4.5 to Contact Center Manager Administration 7.0
• Contact Center Manager Administration 6.0 to Contact Center Manager
Administration 7.0
• Communication Control Toolkit 5.0 to Communication Control Toolkit 7.0
• Contact Center Multimedia 6.0 to Contact Center Multimedia 7.0
• License Manager 6.0 to License Manager 7.0
• Server Utility 6.0 to Server Utility 7.0

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If you want to upgrade from an earlier software release, you can do so in

multiple steps.
• If you want to upgrade from Symposium Call Center Release 3.0, upgrade
to Symposium Call Center 5.0. You can then upgrade the Release 5.0
system to Contact Center Release 7.0.
• If you want to upgrade from Symposium Call Center Release 4.0, upgrade
to Contact Center 6.0. You can upgrade the Release 6.0 system to
Contact Center 7.0
Upgrades are supported on the same switch type only.
Backup Locations
A Backup Location is a physical network location where backup data or
migration data can be stored. Prior to performing an upgrade or a migration,
you need to create a Backup Location to store backup data or migration data.
Use the Database Maintenance Utility to create a Backup Location. (Online

help is available by pressing F1.) A Backup Location consists of the following
elements:
• Drive Letter
— currently unassigned in Windows (existing, already mapped Windows
drive letters cannot be used)
— a letter from N to U
— created during use (for example, when storing backup data or
migration data)
— removed after use
— used only with the Database Maintenance Utility
• UNC Path
— using a valid Uniform Naming Convention (UNC) path (for example,
\\cc_server\cc_share\cc_backup)
• Username
— Windows account that will be used to connect to the location specified
by the UNC Path
— must include computer name in Account name (for example,
cc_server\Administrato)
• Password
— used for the Windows Account that will be used to connect to the
location specified by the UNC Path

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For information on how to create a Backup Location, see the Nortel Contact
Center Server Administration (NN44400-610) guide.
When a server application performs a backup, it creates a specific folder in the

Backup Location. When you want to restore this backup on a different server
(for example, when migrating to a new server), you will need to create a new
Backup Location as part of the restore procedure. Be careful to exclude the
folder created by the server application backup from the UNC Path. For
example:
• When performing a backup on an old server, you create a Backup
Location with a UNC path of
\\NETSERVER01\DIRECTORY01\BACKUP01.
• The backup creates a backup folder in this path,
\\NETSERVER01\DIRECTORY01\BACKUP01\CCMSR6.0 .
• When restoring this backup on a new server, the UNC path you enter to
create the new Backup Location is
\\NETSERVER01\DIRECTORY01\BACKUP01.
• The restore on the new server will pull the data from
\\NETSERVER01\DIRECTORY01\BACKUP01\CCMSR6.0 .
Disk partitioning requirements on the new or reconfigured server

The following list describes the requirements for disk partitioning on the new
or reconfigured server:
• One partition only is dedicated to the database.
• The size of the database partition must be equal to or greater than the total
size of all database partitions on the original server.
Co-resident upgrades
Upgrade co-resident applications at the same time. Prior to installing the
Release 7.0 software, you must uninstall all previous releases of Contact
Center applications.
The following co-resident configurations are supported:

• Contact Center Manager Server, License Manager, and Server Utility
• Contact Center Manager Server and Contact Center Manager
Administration
• Contact Center Manager Server, Contact Center Manager Administration,
and Communication Control Toolkit
• Contact Center Manager Server, Contact Center Manager Administration,
Communication Control Toolkit, License Manager, and Server Utility

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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 located in
different 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
You can enable communication between Contact Center Manager Server 7.0
and Contact Center 6.0 by installing a temporary Communication Control
Toolkit patch. After you have installed the patch, Contact Center 6.0 is no
longer compatible with Contact Center Manager Server 6.0. This patch is
intended for temporary use only.
Contact Center 7.0 supports networking with Contact Center 6.0 and Contact
Center 5.0.

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In a multinode system where each application is installed on its own server,

upgrade your servers in the following order:
1 Contact Center Manager Administration
2 License Manager
3 Network Control Center
4 Contact Center Manager Server
5 Communication Control Toolkit
6 Server Utility
7 Contact Center Multimedia
If your system configuration includes a Contact Center Manager Server 6.0

warm standby server, you can keep your Contact Center Manager Server
active while you upgrade the standby server to Release 7.0. After the upgrade
is complete, you can migrate the data collected on the Release 6.0 server to
the Release 7.0 server. After the Release 7.0 server is operational, you can
upgrade the active Contact Center Manager 6.0 server to Release 7.0. In this
example, perform the upgrade in the following order:
1 Upgrade Contact Center Manager Administration.
2 Upgrade the Network Control Center.
3 Stop the replicating service on the Contact Center Manager Standby
Server.
4 Upgrade the Contact Center Manager Standby server to Contact Center
Manager Server Release 7.0.
5 Upgrade the License Manager.
6 Upgrade Communication Control Toolkit.
7 Upgrade the Contact Center Multimedia server.
Multinode upgrade with co-resident servers

In a multinode environment with Contact Center Manager Server, Contact
Center Manager Administration, License Manager, and Server Utility installed
co-resident, upgrade your servers in the following order:
1 Network Control Center
2 Co-resident Contact Center Manager Server/Contact Center Manager
Administration/License Manager/Server Utility server
3 Communication Control Toolkit
4 Contact Center Multimedia

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Contact Center Manager
Server upgrades,
migrations, and patches
upgrade (same server) (page 22)
migration (new server) (page 36)
7.0 upgrade (same server) (page 49)
7.0 migration (new server) (page 62)
• Contact Center Manager Server 7.0 migration (page 74)
• Contact Center Manager Server patch installation (page 85)

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Symposium Call Center Server 5.0 to
Contact Center Manager Server 7.0
upgrade (same server)
This chapter describes how to upgrade from Symposium Call Center Server
5.0 to Contact Center Manager Server 7.0 using the same server.
Prerequisites to Symposium Call Center Server 5.0 to Contact Center

Manager Server 7.0 upgrade
• Download the latest documentation. See Downloading the latest Nortel
documentation (page 386).
• Ensure that your server hardware meets all requirements for Contact
Center 7.0, as described in Nortel Contact Center Planning and
Engineering (NN44400-210).
• Back up the Symposium Call Center Server database. For more
information, refer to your Symposium Call Center Server documentation.
• If the Database Integration Service is configured on the Symposium Call
Center Server, the Database Integration Service backup and restore is not
included in the Contact Center Manager restore process. Use the
Database Integration Wizard to back up the configuration. For more
information, see Nortel Contact Center Server Administration
(NN44400-610).
• Create a Platform Recovery Disk or, if using the RAID solution, remove
the second set of disks.
CAUTION Risk of data loss

The upgrade process requires that you remove any previous
versions of Contact Center software. Nortel strongly recommends
that you back up your server prior to beginning this process.

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Symposium Call Center Server 5.0 to Contact Center Manager Server 7.0 upgrade (same server)
• Download the Contact Center data extraction patch from www.nortel.com/

support. This patch converts your Symposium Call Center Server 5.0
database to a format compatible with Contact Center Manager Server 7.0.
• Download the latest Contact Center 7.0 patches to the server. See
Downloading the latest Contact Center service updates to the server
(page 394).
Symposium Call Center Server 5.0 to Contact Center Manager Server

7.0 upgrade procedures
This task flow shows you the sequence of procedures you perform to upgrade
from Symposium Call Center Server (SCCS) 5.0 to Contact Center Manager
Server (CCMS) 7.0 on the same server. To link to any tasks, go to Symposium
Call Center Server 5.0 to Contact Center Manager Server 7.0 upgrade
navigation (page 24).

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Symposium Call Center Server 5.0 to Contact Center Manager Server 7.0 upgrade procedures
Symposium Call Center Server 5.0 to Contact Center Manager Server 7.0 upgrade
navigation
• Installing the data extraction patch (page 25)
• Preparing the Symposium Call Center Server 5.0 database (page 25)
• Uninstalling Symposium Call Center Server 5.0 patches (page 26)
• Uninstalling the Symposium Call Center Server 5.0 software (page 27)
• Upgrading to Contact Center Manager Server 7.0 (page 28)

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Job aid: Timing

The times shown are approximate and do not include preparation tasks such
as downloading patches, backing up your server and creating a platform
recovery disk, or setting up the environment.
• Upgrade preparation (database conversion): 30 minutes (depending on
database size)
• Upgrading the server software: 1 hour
This time can vary depending on the server, the network infrastructure, the
database size, and your confidence level with the software.
Installing the data extraction patch

Install the Contact Center Manager Server data extraction patch to install a
special database migration tool that you use to convert the Symposium Call
Center Server 5.0 database to a format compatible with Contact Center 7.0.
Prerequisites
• Download the patch from the Nortel Web site (www.nortel.com/support).
Procedure steps
Step Action
1 Double-click migration_tool_7.0_<version_ID>.msi.
2 In the Patch Wizard dialog box, click Next.
3 Click Install.
The patch installs a migration tool to All Programs, Nortel, Migration Tool,
Migration Tool.
--End--
Preparing the Symposium Call Center Server 5.0 database

Prepare the Symposium Call Center Server 5.0 database for migration to
Contact Center 7.0, using the migration tool.

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Prerequisites
• Install the Contact Center data extraction patch on the server. See
Installing the data extraction patch (page 25).
• Map a drive to the network location where you want to store the database.
Attention: The Database Integration Service data is not backed up during

this process. If the Database Integration Service is configured on your
server, use the Database Integration Wizard to back up the configuration.
For more information, see Nortel Contact Center Server Administration
(NN44400-610).
Procedure steps
Step Action
1 On the Symposium Call Center Server 5.0 server, click Start, All
Programs, Nortel Contact Center, Migration Tool, Migration Tool.
2 In the Contact Center Migration dialog box, from the Application Type
list, select SCCS 5.0.
3 In the Backup Location box, type the path of the location where you want
to store the Symposium Call Center Server 5.0 database.
OR
Click Browse and navigate to the location where you want to store the
Symposium Call Center Server 5.0 database.
4 Click Begin.
The Nortel Migration tool extracts customer data and prepares it for the
upgrade to Release 7.0.
5 After the process is complete, click Finish.
--End--
Uninstalling Symposium Call Center Server 5.0 patches

Uninstall Symposium Call Center Server 5.0 patches to prepare for the
uninstallation of the Symposium Call Center Server 5.0 software.

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Prerequisites
• Back up the Symposium Call Center Server 5.0 database.
• Create a Platform Recovery Disk for the Symposium Call Center Server.
• Install the data extraction patch. See Installing the data extraction patch
(page 25).
• Use the migration tool to convert the Symposium Call Center Server 5.0
database. See Preparing the Symposium Call Center Server 5.0 database
(page 25).
Procedure steps
Step Action
1 Log on to the server with administrative privileges.

2 Shut down the SCCS services.
3 Click Start, All Programs, Symposium Call Center Server, PEP Viewer.
4 In the Patch Manager dialog box, click Uninstall All.
A message box appears asking you if you are sure you want to uninstall all
patches.
5 Click Yes.
A message box appears indicating that all PEPs and SUs were successfully
uninstalled.
6 Click OK.
--End--
Uninstalling the Symposium Call Center Server 5.0 software

Uninstall the Symposium Call Center Server 5.0 software to prepare the
server for the installation of the Contact Center Manager Server 7.0 software.
Prerequisites
• Uninstall all Symposium Call Center Server patches. See Uninstalling
Symposium Call Center Server 5.0 patches (page 26)

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Procedure steps
Step Action
Attention: Do not log on as NGenSys, NGenDesign, or NGenDist. Uninstallation of

the software removes these accounts and you may encounter problems.
2 Close all windows and exit all applications.

3 Shut down the SCCS services.
4 Click Start, Control Panel, Add or Remove Programs.
5 Select Symposium Call Center Server.
6 Click Remove.
A message box appears prompting you to confirm the Remove action.
7 Click Yes.
When the uninstallation is complete, the Add or Remove Programs window
reappears.
8 Verify that Symposium Call Center Server does not appear in the Add or
Remove Programs window.
9 Close all open windows and restart the server.
10 Check drive D to ensure that the D:\Nortel and D:\Sybase directories have
been removed. If they have not, delete the directories and their contents.
11 Ensure that all Nortel folders are removed from all drives.
12 Restart the server.
--End--
Upgrading to Contact Center Manager Server 7.0

Upgrade to Contact Center Manager Server 7.0 to install the latest Contact
Center software on the server and restore the database.
Prerequisites
• Uninstall all Symposium Call Center Server 5.0 patches. See Uninstalling
Symposium Call Center Server 5.0 patches (page 26).

Upgrade and Patches
NN44400-410 01.08 Standard
- 29 -
• Uninstall the Symposium Call Center Server 5.0 software. See

Uninstalling the Symposium Call Center Server 5.0 software (page 27).
• If this procedure is part of a co-resident upgrade, ensure that all other
Contact Center software was removed from the server.
• Download the latest Contact Center Manager Server (CCMS) and
Common Component (CCCC) service updates to the server. See
(page 394)
• Repartition the drives to conform with Contact Center 7.0 requirements.
For more information, see Nortel Contact Center Planning and
• Review the licensing available for the server and determine the licensed
features to select.
Attention: For the system to correctly handle backup and restore SNMP
events, you must install Windows SNMP Service prior to installing Contact
Center server software.
Procedure steps
Step Action
1 Insert the Contact Center 7.0 DVD into the DVD ROM drive of your server.
2 If the installation does not automatically start, double-click setup.exe.
3 You must install the Microsoft .NET Framework and Visual C++ runtime
libraries on the server. If prompted to accept the Microsoft .NET Framework
license agreement, click Accept. If prompted to reboot the server, click Yes
and repeat step 2.
4 In the Welcome window, click Next.
5 In the License Agreement window, read the terms of the agreement.
6 Click I accept the terms of the License Agreement.
7 Click Next.
8 In the Custom Setup window, select the Switch Type for your system.
Attention: You must select the switch type that was used for Symposium Call
Center 5.0.
9 Under Contact Center Manager Server (CCMS), select Nodal Server.

10 In the Product Upgrade window, select Import existing data to Contact
Center Manager Server (CCMS).

Upgrade and Patches
NN44400-410 01.08 Standard
- 30 -
11 In the Backup Location section, select 5.0 from the list.

12 Click Browse and navigate to the location of the backed up Symposium Call
Center Server 5.0 database.
13 In the Authentication section, type the Domain Name\User Name and
Password to access the backup location.
Authentication is performed on the supplied credentials.
14 Click Next.
15 In the Installation Destination window, on the Application Destination
Drive tab, accept the default location for the Application Destination
Drive.
16 Click the Database Destination Drive tab.
17 Under Install Manager Server database to, select the drive for the
Manager Server database.
18 Click the Product Updates Location tab.
19 Under Retrieve product updates from, select the drive where you stored
the service updates or service update supplements.
20 Click Next.
The System Readiness Check utility runs on the server.
21 If the System Readiness Check utility returns a Fail, the software installation
cannot proceed until you correct the problem. Review any Fails returned by
the System Readiness Check and consult Nortel Contact Center Planning
and Engineering (NN44400-210) to determine what actions you must take
to resolve the issue.
You can ignore Warnings as long as the potential impact to the operation of
the Contact Center is understood and not deemed to be applicable.
22 Click Next.
23 In the Installation Data window, complete all of the installation details for
each tab.
If Communication Control Toolkit or Contact Center Multimedia are part of
the solution, you must select the Open Queue check box on the Licensing
tab and complete the details on the corresponding Remote CCT tab.
24 Click Next.
25 In the Ready to Install window, review and verify the information that is
presented.
26 Click Install.
The DVD Controller installs the third-party software, Contact Center server
software, SUs and SUSs, database software, and the Contact Center
database.
27 After the installation is complete, click Finish.
28 If prompted, restart the server.

Upgrade and Patches
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- 31 -
--End--
Procedure job aid

The following table provides a list of common Contact Center Manager
variable definitions.
Variable Value
Application Destination Drive The location for installing the Contact Center
Manager Server software must be drive D, in the
folder Nortel. The drive must have a minimum of 16
GB of disk space.
Backup location The location where the Symposium Call Center
Server 5.0 database is backed up.
Company Name The name of the company which is using the
Contact Center Manager Server software.
Customer Name The designated person in charge of the Contact
Center Manager Server software at the company.
Database Destination Drive The location for installing the Contact Center
Manager cache database. The database partition
size must be equal to or greater than the total size
of all database partitions for the previous software
release.
ELAN Subnet IP Address The IP address of the embedded local network, a
dedicated Ethernet LAN that connects the Contact
Center Manager Server and the switch.
You must select the check box for the ELAN
Subnet IP Address if you are using an ELAN
subnet.
Nortel Server Subnet IP The IP address of the subnetwork to which the
Address Nortel Contact Center servers (Contact Center
Manager Server, Network Control Center, Contact
Center Manager Administration, Contact Center
Multimedia, and optionally, CallPilot) are
connected.
RSM IP Address The RSM IP address of the server that you want to
associate with sending real-time data.
The IP address must be between 224.0.1.0 and
239.255.255.255. The default is 230.0.0.1.
(1 of 2)

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Variable Value
Site Name The site name for the Contact Center Manager
Server.
The site name must not contain spaces or
nonalphabetical characters, except for - (hyphen)
and _ (underscore). The first character must be a
letter. The site name must be a minimum of 6
characters and must be unique.
Switch Type Type of switch you use in your contact center to
handle telephone contacts.
(2 of 2)
The following table provides a list of Communication Server-specific

variables.
Variable Value
Alternative Switch IP Address The IP address of the switch, if there is more than
one IP address registered for the switch.
CallPilot Alternative IP Address The IP address of the alternate CallPilot voice
connection for the Communication Server 1000/
Meridian 1 switch.
CallPilot Alternative port The port number of the alternate CallPilot voice
connection type to the Contact Center Manager
Server when working with a Communication
Server 1000/Meridian 1 switch. The default port
number is 5060.
CallPilot IP Address The IP address of the primary CallPilot voice
Server 1000/Meridian 1 switch.
CallPilot Port The port number of the primary CallPilot voice
number is 5060.
Switch Customer Number The customer number for the switch.
Switch IP Address The IP address of the switch.
(1 of 2)

Upgrade and Patches
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- 33 -
Variable Value
Switch Name The name of the CS 1000/Meridian 1 switch.
Valid characters for switch names are A–Z, a–z, 0–
9, underscore (_), and period (.). Switch names
must begin with an alphabetical character and
cannot contain spaces. The last character must not
be an underscore or a period. Switch names must
not exceed 80 characters in length.
Voice Connection Type The method you use to connect to the switch.
If you are using CallPilot, beside Voice Connection
Type, select TCP and specify the ELAN subnet IP
address of the CallPilot server, and then set the
CallPilot Server Port to 10008.
(2 of 2)
The following table provides a list of variables specific to the Licensing tab.

Upgrade and Patches
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- 34 -
Variable Value
CCMS Package The installation package indicates the licenses that
you have purchased with Contact Center.
• CCS200—The base package for Contact
Center on the current supported switching
platforms.
• CCS300—The networking package.
• CCS350—The Network Control Center
package for multiple Contact Center Manager
Servers.
Each package ends in N or C (for example,

CCS200N or CCS200C). N stands for Nodal,
which means that the options in the license file
apply to a single installation of Contact Center
Manager Server, Contact Center Manager
Administration, Contact Center Multimedia, and
Communication Control Toolkit.
C stands for Corporate, which means that 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.
Optional Packages You must choose the package you have
purchased. Some packaged features include:
• Universal Networking—Use Network Skill-
Based Routing to route voice and multimedia
contacts between networked sites in a mixed
switch environment.
• Open Queue—Use Contact Center
Multimedia to route multimedia contacts to
agents by using the existing scripting and
skillset routing features available for calls. You
must install and license the Open Queue
feature for Contact Center Agent Desktop
(CCAD).
Primary License Manager IP The IP address of the License Manager server.

Address
If the License Manager co-resides on the Contact
Center Manager Server, type the IP address for the
Contact Center Manager Server.
(1 of 2)

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- 35 -
Variable Value
Primary License Port The number of the communication port opened
between the License Manager and the Contact
Center Manager Server. The default port number
when only one License Manager is used is 3998.
Secondary License Manager IP The IP address of the secondary License Manager
Address server. The secondary License Manager server is
used only in a corporate licensed environment.
Serial Number The serial number of the switch.
(2 of 2)
The following table provides a list of Remote CCT-specific variables. The

Remote CCT tab appears only if you select Open Queue.
Variable Value
CCT Host Name The host name of the remote Communication
Control Toolkit server (applicable for
configurations where Communication Control
Toolkit is not co-resident with Contact Center
Manager Server).
CCT Port A1, A2, B1, B2 Accept the default CCT port numbers unless
required to change them for security purposes.
Use a Remote CCT Server Select this check box if the Communication Control
Toolkit server is remote from the Contact Center
Manager Server (that is, not co-resident with
Contact Center Manager Server).

Upgrade and Patches
NN44400-410 01.08 Standard
Symposium Call Center Server 5.0 to
migration (new server)
This chapter describes how to upgrade from Symposium Call Center Server
5.0 to Contact Center Manager Server 7.0 onto a new server and migrate the
database.
Prerequisites to Symposium Call Center Server 5.0 to Contact Center

Manager Server 7.0 migration upgrade (new server)
• Download the latest Nortel documentation. See Downloading the latest
Nortel documentation (page 386).
• Ensure your new server hardware meets all requirements for Contact
support.
• Download the latest Contact Center patches to the server. See
(page 394).
• If the Database Integration Service is configured on the Symposium Call
Center Server, the Database Integration Service backup and restore is not
included in the Contact Center Manager restore process. Use the
(NN44400-610).

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Symposium Call Center Server 5.0 to Contact Center Manager Server 7.0 migration (new server)
Symposium Call Center Server 5.0 to Contact Center Manager Server

7.0 migration upgrade (new server) procedures
from Symposium Call Center Server (SCCS) 5.0 to Contact Center Manager
Server (CCMS) 7.0 on a new server. To link to any task, go to Symposium Call
Center Server 5.0 to Contact Center Manager Server 7.0 migration upgrade
(new server) navigation (page 38).

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Symposium Call Center Server 5.0 to Contact Center Manager Server 7.0 migration upgrade (new
server) procedures
Symposium Call Center Server 5.0 to Contact Center Manager Server 7.0 migration
upgrade (new server) navigation
• Preparing the Symposium Call Center Server 5.0 database (page 40)
• Installing the Contact Center Manager Server 7.0 software on the new
server (page 41)

Upgrade and Patches
NN44400-410 01.08 Standard
- 39 -
• Synchronizing the Contact Center Manager Server database (page 47)
Job aid: Timing

as downloading patches or setting up the environment.
the size of the database)

special database migration tool that you use to convert the Symposium Call
Center Server 5.0 database to a format compatible with Contact Center 7.0.
Prerequisites
Procedure steps
Step Action
3 Click Install.
Migration Tool.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
- 40 -
Preparing the Symposium Call Center Server 5.0 database

Prepare the Symposium Call Center Server 5.0 database for migration to
Prerequisites
• Install the Contact Center Manager Server data extraction patch on the
server. See Installing the data extraction patch (page 39).

(NN44400-610).
Procedure steps
Step Action
1 On the Symposium Call Center Server 5.0 server, click Start, All
to store the Symposium Call Center Server 5.0 database.
OR
4 Click Begin.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
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Installing the Contact Center Manager Server 7.0 software on the new
server
Install the Contact Center Manager Server 7.0 software on the new server to
upgrade to Contact Center 7.0 and restore the database.
Prerequisites
• Ensure your server hardware meets all requirements as described in
Nortel Contact Center Planning and Engineering (NN44400-210).
• Prepare the Symposium Call Center Server 5.0 database for migration to
Contact Center 7.0. See Preparing the Symposium Call Center Server 5.0
database (page 40).
• Install Windows Server 2003 Release 2 on your server. See Installing
Windows Server 2003 Release 2 (page 387).
• Configure Windows Server 2003 Release 2 on the server. See
Configuring Windows Server 2003 Release 2 (page 390).
• Download all supported patches. See Installing the latest operating
system service packs (page 392).
Attention: Contact Center 7.0 requires Windows Server 2003 Service Pack
2.
• Configure SNMP on the server. See Configuring SNMP on your server

(page 393)
• Install a remote access tool on the server. Nortel recommends that you
use LogMeIn Rescue or Microsoft Remote Desktop. For more information,
see the LogMeIn Web site (www.logmein.com) or Enabling Microsoft
Remote Desktop connection (page 393).
(page 394).
• Partition the drives as required for Contact Center 7.0, as described in
• Map a drive to the location of the backed up Symposium Call Center
Server 5.0 database.

Upgrade and Patches
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- 42 -
Procedure steps
Step Action
and repeat step 2.
7 Click Next.
Attention: You must select the same switch type that was used for Symposium Call
Center Server 5.0.

12 Click Browse and navigate to the location of the backed up Symposium Call
Center Server 5.0 database.
14 Click Next.
Drive.
17 Under Install Manager Server database to, select the drive for the Contact
Center Manager Server database.
20 Click Next.

Upgrade and Patches
NN44400-410 01.08 Standard
- 43 -

22 Click Next.
each tab.
24 Click Next.
presented.
26 Click Install.
software, and Contact Center database software.
--End--
Procedure job aid

Variable Value
GB of disk space.
Backup location The location where the Symposium Call Center
Server 5.0 data is backed up. This must precisely
match the location you specified when backing up
the R5.0 Database. See Preparing the Symposium
Call Center Server 5.0 database (page 40).
(1 of 2)

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- 44 -
Variable Value
release
subnet.
Multimedia, and (optionally) CallPilot) are
connected.
239.255.255.255. The default is 230.0.0.1.
Server.
(2 of 2)

variables.

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- 45 -
Variable Value
Meridian 1 switch.
number is 5060.
number is 5060.
• If you are using CallPilot, beside Voice
Connection Type, select TCP and specify the
ELAN subnet IP address of the CallPilot server
and then set the CallPilot Server Port to 10008.

Upgrade and Patches
NN44400-410 01.08 Standard
- 46 -
Variable Value
platforms.
Servers.

servers.
switch environment.
(CCAD).

Address
(1 of 2)

Upgrade and Patches
NN44400-410 01.08 Standard
- 47 -
Variable Value
(2 of 2)
Synchronizing the Contact Center Manager Server database

If you kept your Symposium Call Center 5.0 servers running while installing
Contact Center Manager Server 7.0 on the new server, optionally, you can
synchronize the database to migrate the data gathered to the new server.
Prerequisites
• Use the database migration tool to prepare the Symposium Call Center
Server database. See Preparing the Symposium Call Center Server 5.0
database (page 40).
• On the new server, map a drive to the location of the Symposium Call
Center Server database backup.
Procedure steps
Step Action
1 On the Contact Center Manager Server, click Start, All Programs, Nortel,
Contact Center 7.0, Database Utilities, Database Maintenance.
2 In the Database Maintenance dialog box, in the left pane, click Backup
Locations.
3 In the right pane, click Create.
4 From the Drive Letter list, select the network drive on which you stored the
5 In the UNC Path box, type the location of the Symposium Call Center 5.0
database in the format \\Computer Name\Folder\Backup Location.

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Attention: See the information about backup database locations in Backup

Locations (page 17).
6 In the User Name box, type the user name used to log on to the computer
specified in the UNC Path box. The user name is in the format Computer
Name\Account Name.
7 In the Password box, type the user password.
8 Click OK.
9 In the left pane, click Migration.
10 From the Application list, select SCCS 5.0.
11 From the Migration Location list, select the network drive where you
backed up the SCCS 5.0 database.
12 Click Migrate.
13 After the migration is complete, click Start, All Programs, Nortel, Contact
Center, Manager Server, Server Configuration.
14 In the Server Configuration dialog box, click Apply All.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
Contact Center Manager Server 6.0 to
This chapter describes the tasks you perform to upgrade Contact Center
Manager Server 6.0 software to Contact Center Manager Server 7.0 software
on the same server.
Prerequisites to Contact Center Manager Server 6.0 to Contact Center

Manager Server 7.0 upgrade (same server)
• Ensure that your hardware meets all requirements for Contact Center 7.0,
as described in Nortel Contact Center Planning and Engineering
(NN44400-210).
• Back up the Contact Center Manager Server 6.0 database. For more
information, refer to your Contact Center 6.0 documentation.
• If the Database Integration Service is configured on the Contact Center
Manager Server, the Database Integration Service backup and restore is
not included in the Contact Center Manager restore process. Use the
(NN44400-610).
• Create a Platform Recovery Disk for the Contact Center Manager Server
or, if using the RAID solution, remove the second set of disks.


Upgrade and Patches
NN44400-410 01.08 Standard
- 50 -
Contact Center Manager Server 6.0 to Contact Center Manager Server 7.0 upgrade (same server)

support. This patch converts your Contact Center Manager Server 6.0
(page 394).
Contact Center Manager Server 6.0 to Contact Center Manager Server

7.0 upgrade (same server) procedures
from Contact Center Manager Server 6.0 to Contact Center Manager Server
7.0 on the same server. To link to any task, go to Contact Center Manager
Server 6.0 to Contact Center Manager Server 7.0 upgrade (same server)

Upgrade and Patches
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Contact Center Manager Server 6.0 to Contact Center 7.0 upgrade (same server) procedures
Contact Center Manager Server 6.0 to Contact Center Manager Server 7.0
upgrade (same server) navigation
• Preparing the Contact Center Manager Server 6.0 database (page 52)
• Uninstalling the Contact Center Manager Server 6.0 patches (page 53)
• Uninstalling the Contact Center Manager Server 6.0 software (page 54)
• Upgrading to Contact Center Manager Server 7.0 (page 55)

Upgrade and Patches
NN44400-410 01.08 Standard
- 52 -
Job aid: Timing

database size)

special database migration tool that you use to convert the Contact Center
Manager Server 6.0 database to a format compatible with Contact Center 7.0.
Prerequisites
Procedure steps
Step Action
3 Click Install.
Migration Tool.
--End--
Preparing the Contact Center Manager Server 6.0 database

Prepare the Contact Center Manager Server 6.0 database for migration to

Upgrade and Patches
NN44400-410 01.08 Standard
- 53 -
Prerequisites
• Install the Contact Center data extraction patch. See Installing the data
extraction patch (page 52).

(NN44400-610).
Procedure steps
Step Action
1 On the Contact Center Manager Server, click Start, All Programs, Nortel
Contact Center, Migration Tool, Migration Tool.
list, select CCMS 6.0.
to store the Contact Center Manager Server 6.0 database.
OR
Contact Center Manager Server 6.0 database.
4 Click Begin.
--End--
Uninstalling the Contact Center Manager Server 6.0 patches

Uninstall the Contact Center Manager Server 6.0 patches to prepare for the
uninstallation of the Contact Center Manager Server 6.0 software.

Upgrade and Patches
NN44400-410 01.08 Standard
- 54 -
Prerequisites
• Back up the Contact Center Manager Server 6.0 database.
• Create a Platform Recovery Disk for the Contact Center Manager Server.
• Install the database upgrade patch. See Installing the data extraction
patch (page 52).
• Use the migration tool to convert the Contact Center Manager Server 6.0
database. See Preparing the Contact Center Manager Server 6.0
database (page 52).
Procedure steps
Step Action
1 Log onto the Contact Center Manager Server with administrative privileges.
2 Click Start, All Programs, Nortel Contact Center, Manager Server, PEP
Viewer.
A message box appears prompting you to confirm the uninstallation of the
patches.
4 Click Yes.
5 Click Exit to close the Patch Manager dialog box.
--End--
Uninstalling the Contact Center Manager Server 6.0 software

Uninstall the Contact Center Manager Server 6.0 software to prepare the
Prerequisites
• Uninstall any Contact Center 6.0 patches on the system. See Uninstalling
the Contact Center Manager Server 6.0 patches (page 53)
Procedure steps
Step Action

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NN44400-410 01.08 Standard
- 55 -

2 Shut down the CCMS services.

4 In the Add or Remove Programs window, select Contact Center
Manager Server.
5 Click Remove.
A message box appears, prompting you to confirm the Remove action.
6 Click Yes.
7 When the uninstall is complete, verify that Contact Center Manager Server
does not appear in the Add or Remove Programs window.
9 Check drive D to ensure that the D:\Nortel and D:\Sybase directories were
removed. If they were not removed, delete the directories and their
contents.
--End--
Upgrading to Contact Center Manager Server 7.0

Upgrade to Contact Center Manager Server 7.0 to install the latest Contact
Center software on the server and restore the database.
Prerequisites
• Uninstall all Contact Center Manager Server 6.0 patches. See Uninstalling
the Contact Center Manager Server 6.0 patches (page 53)
• Uninstall the Contact Center Manager Server 6.0 software. See
Uninstalling the Contact Center Manager Server 6.0 software (page 54).
Contact Center software is removed from the server.
(page 394)

Upgrade and Patches
NN44400-410 01.08 Standard
- 56 -

features to select.
Procedure steps
Step Action
and repeat step 2.
7 Click Next.
Attention: You must select the same switch type that was used for Contact Center
6.0.

12 Click Browse and navigate to the location of the backed up Contact Center
Manager Server 6.0 database.
14 Click Next.

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NN44400-410 01.08 Standard
- 57 -

Drive.
20 Click Next.
22 Click Next.
each tab.
24 Click Next.
presented.
26 Click Install.
software, database software, and restores the Contact Center database.
--End--
Procedure job aid


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NN44400-410 01.08 Standard
- 58 -
Variable Value
GB of disk space.
Backup location The location where the Contact Center Manager
Server 6.0 data is backed up.
release.
subnet.
connected.
239.255.255.255. The default is 230.0.0.1.
Server.

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- 59 -

variables.
Variable Value
Meridian 1 switch.
number is 5060.
• If you are not using an integrated voice-
processing system (CallPilot), beside Voice
Connection Type, select Serial.
• If your computer is not configured with COM2,
beside Voice Connection Type, select TCP
and specify an IP address and port number.

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- 60 -
Variable Value
platforms.
Servers.
Each package ends in N or C. N stands for Nodal,

servers.
switch environment.
(CCAD).

Address
(1 of 2)

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Variable Value
(2 of 2)
The following table provides a list of Remote CCT-specific variables. The

Remote CCT tab appears only if you select Open Queue.
Variable Value
CCT Host Name The host name of the remote Communication
Control Toolkit server (applicable for
configurations where Communication Control
Toolkit is not co-resident with Contact Center
Manager Server).
CCT Port A1, A2, B1, B2 Accept the default CCT port numbers unless
required to change them for security purposes.
Use a Remote CCT Server Select this check box if the Communication Control
Toolkit server is remote from the Contact Center
Manager Server (that is, not co-resident with
Contact Center Manager Server).

Upgrade and Patches
NN44400-410 01.08 Standard
Contact Center Manager Server 6.0 to
This chapter describes the tasks you perform to upgrade Contact Center
Manager Server 6.0 software to Contact Center Manager Server 7.0 software
onto a new server and migrate the database.
Prerequisites to Contact Center Manager Server 6.0 to Contact Center

Manager Server 7.0 migration upgrade (new server)
support. This patch converts your Contact Center 6.0 database to a format
compatible with Contact Center Manager Server 7.0.
(page 394).
not included in the Contact Center manager restore process. Use the
(NN44400-610).

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NN44400-410 01.08 Standard
- 63 -
Contact Center Manager Server 6.0 to Contact Center Manager Server 7.0 migration (new server)
Contact Center Manager Server 6.0 to Contact Center Manager Server

your Contact Center Manager Server (CCMS) software from Release 6.0 to
Release 7.0 on a new server. To link to any task, go to Contact Center
Manager Server 6.0 to Contact Center Manager Server 7.0 migration upgrade
(new server) navigation (page 64).
Contact Center Manager Server 6.0 to Contact Center Manager Server 7.0 migration upgrade (new
server) procedures

Upgrade and Patches
NN44400-410 01.08 Standard
- 64 -
Contact Center Manager Server 6.0 to Contact Center Manager Server 7.0
migration upgrade (new server) navigation
server (page 66)
Job aid: Timing


special database migration tool that you use to convert the Contact Center
Manager Server 6.0 database to a format compatible with Contact Center 7.0.
Prerequisites
Procedure steps
Step Action
3 Click Install.
Migration Tool.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
- 65 -

Prerequisites
• Install the Contact Center Manager Server data extraction patch on the
server. See Installing the data extraction patch (page 64).

(NN44400-610).
Procedure steps
Step Action
1 On the Contact Center Manager 6.0 server, click Start, All Programs,
Nortel Contact Center, Migration Tool, Migration Tool.
OR
4 Click Begin.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
- 66 -
server
Install the Contact Center Manager Server 7.0 software on the new server to
upgrade to Release 7.0 and restore the database.
Prerequisites
• Prepare the Contact Center Manager Server 6.0 database for migration to
Contact Center 7.0. See Preparing the Contact Center Manager Server
6.0 database (page 65).
Windows Server 2003 Release 2 (page 387)
• Download the latest operating system patches. See Installing the latest
operating system service packs (page 392).
2.

(page 393).
• Download the latest Contact Center Manager Server service updates to
the server. See Downloading the latest Contact Center service updates to
the server (page 394).
• Map a drive to the location of the backed up Contact Center Manager
Server 6.0 database.

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Procedure steps
Step Action
and repeat step 2.
7 Click Next.
Attention: You must select the same switch type that was used for Contact Center
6.0.

14 Click Next.
Drive.
20 Click Next.

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NN44400-410 01.08 Standard
- 68 -

22 Click Next.
each tab.
24 Click Next.
presented.
26 Click Install.
--End--
Procedure job aid

Variable Value
GB of disk space.
the R6.0 Database. See Preparing the Contact
Center Manager Server 6.0 database (page 65).
(1 of 2)

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Variable Value
release.
subnet.
connected.
239.255.255.255. The default is 230.0.0.1.
Server.
(2 of 2)

variables.

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Variable Value
Meridian 1 switch.
number is 5060.
number is 5060.

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Variable Value
platforms.
Servers.

servers.
switch environment.
(CCAD).

Address
(1 of 2)

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Variable Value
Serial Number The serial number for the Contact Center suite
license manager. You must obtain the serial
number from your distributor.
(2 of 2)

If you kept your Contact Center 6.0 servers running while installing Contact
Center Manager Server 7.0 on the new server, optionally, you can
Prerequisites
• Use the database migration tool to prepare the Contact Center Manager
Server 6.0 database. See Preparing the Contact Center Manager Server
• On the new server, map a drive to the location of the Contact Center
Manager Server database backup.
• Know the exact location of the Contact Center Manager Server 6.0
database. See Preparing the Contact Center Manager Server 6.0 database
(page 65).
Procedure steps
Step Action
1 On the new Contact Center Manager Server, click Start, All Programs,
Nortel, Contact Center, Database Utilities, Database Maintenance.
Locations.

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5 In the UNC Path box, type the location of the Contact Center Manager
Server 6.0 database in the format \\Computer Name\Folder\Backup
Location.

Name\Account Name.
8 Click OK.
10 From the Application list, select CCMS 6.0.
backed up the Contact Center Manager Server 6.0 database.
12 Click Migrate.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
migration
This chapter describes the tasks to install Contact Center Manager Server 7.0
on a new server and migrate the database to the new server.
Prerequisites to Contact Center Manager Server 7.0 migration

• Ensure your new server hardware meets the requirements as described
in Nortel Contact Center Planning and Engineering (NN44400-210).
(page 394).
not included in the Contact Center manager restore process. Use the
(NN44400-610).
Contact Center Manager Server 7.0 migration procedures

This task flow shows you the sequence of procedures you perform to migrate
your Contact Center Manager Server 7.0 platform to a new server. To link to
any task, go to Contact Center Manager Server 7.0 migration navigation
(page 75).

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Contact Center Manager Server 7.0 migration
Contact Center Manager Server 7.0 migration procedures
Contact Center Manager Server 7.0 migration navigation

• Backing up the Contact Center Manager Server 7.0 database (page 76)
server (page 77)
Job aid: Timing

• Migration preparation (database backup): 30 minutes (depending on the
size of the database)
• Migrating the server software: 1 hour

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Backing up the Contact Center Manager Server 7.0 database

Back up Contact Center Manager Server 7.0 database so you can restore it
on the new server after you install the Contact Center software.
Prerequisites

(NN44400-610).
Procedure steps
Step Action
Contact Center 7.0, Database Utilities, Database Maintenance.
2 In the Database Maintenance window, in the left pane, click Backup
Locations.
4 From the Drive Letter list, select the network drive on which you want to
store the Contact Center Manager Server 7.0 database.
5 In the UNC Path box, type the location where you want to store the back up,
in the format \\Computer Name\Folder\Backup Location.

Name\Account Name.
8 Click OK.
9 In the left pane, click Immediate Backup.

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10 In the Media Type section, select Network Disk.

11 In the Applications section, select CCMS.
12 From the Backup Location list, select the network drive on which to store
the backup.
13 Click OK.
--End--
server
Install the Contact Center Manager Server 7.0 software on the new server and
restore the database.
Prerequisites
• Back up the Contact Center Manager Server 7.0 database. See Backing
up the Contact Center Manager Server 7.0 database (page 76).
• Download all supported operating system patches. See Installing the
latest operating system service packs (page 392).
2.

(page 393)

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(page 394).
• Map a drive to the location of the backed up Contact Center Manager
Server database.
Procedure steps
Step Action
and repeat step 2.
7 Click Next.
7.0 database.
14 Click Next.
Drive.

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20 Click Next.
22 Click Next.
each tab.
24 Click Next.
presented.
26 Click Install.
--End--
Procedure job aid


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Variable Value
GB of disk space.
the R7.0 Database. See Backing up the Contact
Manager cache database.
subnet.
connected.
239.255.255.255. The default is 230.0.0.1.
Server.

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variables.
Variable Value
Meridian 1 switch.
number is 5060.
number is 5060.

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Variable Value
platforms.
Servers.

servers.
switch environment.
(CCAD).

Address
(1 of 2)

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Variable Value
(2 of 2)

If you kept your old Contact Center servers running while installing Contact
Center Manager Server 7.0 on a new server, optionally, you can synchronize
the database to migrate the data to the new server.
Prerequisites
• Take a new backup of the old Contact Center Manager Server. See
Backing up the Contact Center Manager Server 7.0 database (page 76).
• On the new server, map a drive to the Contact Center Manager Server
database backup.
Procedure steps
Step Action
Contact Center, Database Utilities, Database Maintenance.
Locations.
Contact Center Manager Server database backup.
Server database in the format \\Computer Name\Folder\Backup Location.


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Name\Account Name.
8 Click OK.
9 In the left pane, click Restore.
11 In the Application section, select CCMS.
12 In the Restore contents section, select Data and Schema.
13 From the Backup Location list, select the network drive containing the
backed up Contact Center Manager Server database.
14 Click OK.
15 After the restore is complete, click Start, All Programs, Nortel, Contact
--End--

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Contact Center Manager Server patch
installation
This chapter describes the tasks you perform to install service updates (SU),
service update supplements (SUS), and designer patches (DP) on the
Prerequisites to Contact Center Manager Server patch installation

Contact Center Manager Server patch installation procedures

This task flow shows you the sequence of procedures you perform to install
patches on the Contact Center Manager Server. To link to any task, go to
Contact Center Manager Server patch installation navigation (page 85).
Contact Center Manager Server patch installation procedures
Contact Center Manager Server patch installation navigation

• Installing Contact Center Manager Server software patches (page 86)

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Contact Center Manager Server patch installation
Installing Contact Center Manager Server software patches

Install the latest Contact Center Manager Server software service updates
and service update supplements to ensure that you have the most current
development updates.
Prerequisites
Common Components (CCCC) service updates. See Downloading the
latest Contact Center service updates to the server (page 394).
• Install patches in the following order:
— service updates (for example, CCMS_7.0_SU_01)
— service update supplements (for example, CCMS_7.0_SUS_01,
CCMS_7.0_SUS_02)
— designer patches (for example, CCMS_7.0_DP_010201)
Procedure steps
Step Action
1 On the Contact Center Manager Server, navigate to the folder where you
downloaded the patches.
2 Double-click the <SU _ID>.msi or <SUS_ID>.msi file associated with the
patch.
3 Follow the instructions presented.
4 Click Start, All Programs, Nortel, Contact Center, Common Utilities,
Contact Center Patch Viewer.
5 Verify that the newly installed patch appears in the Patch Viewer.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
Contact Center License
Manager upgrades,
• License Manager 6.0 to License Manager 7.0 upgrade (page 88)
• License Manager 7.0 server migration (page 96)
• Licence Manager patch installation (page 94)

Upgrade and Patches
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License Manager 6.0 to License
Manager 7.0 upgrade
This chapter describes how to upgrade your Contact Center License Manager
software from Release 6.0 to Release 7.0 on the same server or a new server.
Because there is no database associated with the License Manager, an

upgrade is basically a new installation of License Manager 7.0 on either the
old server or a new server.
Prerequisites to License Manager 6.0 to License Manager 7.0 upgrade

• Ensure all hardware meets the requirements for Contact Center 7.0, as
described in Nortel Contact Center Planning and Engineering
(NN44400-210).
(page 394).
• Have your license file available.
License Manager 6.0 to License Manager 7.0 upgrade procedures

your License Manager software from Release 6.0 to Release 7.0. To link to
any task, go to License Manager 6.0 to License Manager 7.0 upgrade

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License Manager 6.0 to License Manager 7.0 upgrade
License Manager 6.0 to License Manager 7.0 upgrade procedures
License Manager 6.0 to License Manager 7.0 upgrade navigation

• Uninstalling the License Manager 6.0 patches (page 90)
• Uninstalling the License Manager 6.0 software (page 90)
• Installing the License Manager 7.0 software (page 91)
Job aid: Timing

The estimated time to upgrade the Licence Manager server software is 30
minutes.
This time can vary depending on the server, network infrastructure, and your
confidence level with the software.

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Uninstalling the License Manager 6.0 patches

Uninstall the License Manager 6.0 patches to prepare for the uninstallation of
the License Manager 6.0 software.
Procedure steps
Step Action
1 Log on to the License Manager server with administrative privileges.

2 Click Start, All Programs, Nortel Contact Center, License Manager,
Patch Viewer.
patches.
4 Click Yes.
--End--
Uninstalling the License Manager 6.0 software

Uninstall the License Manager 6.0 software to prepare the server for the
installation of the Release 7.0 software.
Prerequisites
• Uninstall the License Manager 6.0 patches. See Uninstalling the License
Manager 6.0 patches (page 90).
Procedure steps
Step Action

3 In the Add or Remove Programs dialog box, select License Manager.
4 Click Remove.

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5 Click Yes.
6 After the uninstallation is complete, confirm that License Manager does not
appear on the Add or Remove Programs dialog box.
--End--
Installing the License Manager 7.0 software

Install the License Manager 7.0 software to upgrade from Release 6.0 to
Release 7.0 and ensure compatibility with the other Contact Center Release
7.0 servers.
Prerequisites
• If reusing the server where License Manager 6.0 is installed, uninstall the
License Manager 6.0 software. See Uninstalling the License Manager 6.0
software (page 90)
• If this procedure is part of a co-resident upgrade, uninstall all previous
releases of Contact Center software.
• If using a new server, install Windows Server 2003 Release 2 on the
server. See Installing Windows Server 2003 Release 2 (page 387)
• If using a new server, configure Windows Server 2003 Release 2 on the
server. See Configuring Windows Server 2003 Release 2 (page 390).
• If using a new server, download the latest operating system patches. See
Installing the latest operating system service packs (page 392).
2.
• If using a new server, configure SNMP on the server. See Configuring

SNMP on your server (page 393).
• Download the latest License Manager (CCLM) and Common Component
(CCCC) service updates to the server. See Downloading the latest
Contact Center service updates to the server (page 394).

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Procedure steps
Step Action
2 If the installation does not automatically start, double-click Setup.exe.
and repeat step 2.
7 Click Next.
8 In the Custom Setup window, select the Switch Type. for your system.
9 Select License Manager Server.
10 Click Next.
11 In the Installation Destination window on the Application Destination
Drive tab, select the Application Destination Drive.
14 Click Next.
the License Manager tab.
16 Click Next.
presented.
18 Click Install.
--End--

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Variable definitions
Variable Definition
Application Destination The drive where the Contact Center License
Manager server software is installed. The drive
must have a minimum of 20 GB of disk space.
Drive D is the default location.
License File Location The folder where the license file is located on the
server.
If the License Manager co-resides with the Contact
Center Manager Server, type the IP address of the
between the License Manager and Contact Center
Manager Server. The default port number when
only one License Manager is used is 3998.

Upgrade and Patches
NN44400-410 01.08 Standard
Licence Manager patch installation
License Manager server.
Prerequisites to License Manager server patch installation

License Manager server patch installation procedures

This task flow shows you the sequence of tasks you perform to install patches
on the License Manager server. To link to any task, go to LIcense Manager
server patch installation navigation (page 94).
License Manager server patch installation procedures
LIcense Manager server patch installation navigation

• Installing the License Manager patches (page 95)

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Licence Manager patch installation
Installing the License Manager patches

Install the latest License Manager service updates and service update
supplements to ensure that you install software that represents the current
patches and service updates.
Prerequisites
• Download the latest License Manager (CCLM) and Common Components
(CCCC) service updates. See Downloading the latest Contact Center
service updates to the server (page 394).
— service updates (for example, CCLM_7.0_SU_01)
— service update supplements (for example, CCLM_7.0_SUS_01,
CCLM_7.0_SUS_02)
— designer patches (for example, CCLM_7.0_DP_010201)
Procedure steps
Step Action
1 On the License Manager server, navigate to the folder where you

patch.
--End--

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License Manager 7.0 server migration
This chapter describes how to migrate your Contact Center License Manager
7.0 server software to a new server.
Because there is no database associated with the License Manager, the

migration is basically a new installation of License Manager 7.0 on the new
server.
Prerequisites to License Manager 7.0 server migration

documentation (page 386)
(page 394).
• Have your license file available.
License Manager 7.0 server migration procedures

This task flow shows you the sequence of tasks you perform to migrate the
License Manager 7.0 server software to a new server. To link to any tasks, go
to License Manager 7.0 server migration navigation (page 97).

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License Manager 7.0 server migration procedures
License Manager 7.0 server migration navigation

• Installing the License Manager 7.0 server software on the new server
(page 97)
Job aid: Timing

The estimated time to migrate the License Manager 7.0 server software is 30
minutes.
Installing the License Manager 7.0 server software on the new server
Install the License Manager 7.0 server software on a the new server to ensure
compatibility with other Contact Center 7.0 servers.
Prerequisites
• Install Windows Server 2003 on the server. See Installing Windows Server
2003 Release 2 (page 387).
• Configure Windows Server 2003 on the server. See Configuring Windows
Server 2003 Release 2 (page 390).

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(page 393)
• Download the latest License Manager (CCLM) and Common Component
Procedure steps
Step Action
and repeat step 2.
7 Click Next.
8 In the Custom Setup window, select the Switch Type. for your system.
10 Click Next.
11 In the Installation Destination window on the Application Destination
14 Click Next.
the License Manager tab.
16 Click Next.

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presented.
18 Click Install.
--End--
Variable Definition
Application Destination The drive where the Contact Center License
Manager server software is installed. The drive
must have a minimum of 20 GB of disk space.
Drive D is the default location.
License File Location The folder where the license file is located on the
server.
If the License Manager co-resides with the Contact
Center Manager Server, type the IP address of the
between the License Manager and Contact Center
Manager Server. The default port number when
only one License Manager is used is 3998.

Upgrade and Patches
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Server Utility upgrades,
• Server Utility 6.0 to Server Utility 7.0 upgrade (page 101)
• Server Utility 7.0 migration (page 107)
• Server Utility patch installation (page 111)

Upgrade and Patches
NN44400-410 01.08 Standard
Server Utility 6.0 to Server Utility 7.0
upgrade
This chapter describes how to upgrade your Contact Center Server Utility
software from Release 6.0 to Release 7.0 on the same server or a new server.
Because there is no database associated with Server Utility, an upgrade is

basically a new installation of Server Utility 7.0 on either the old server or a
new server.
Prerequisites to Server Utility 6.0 to Server Utility 7.0 upgrade

• Ensure all hardware meets the requirements for Contact Center 7.0 as
(NN44400-210).
(page 394).
Server Utility 6.0 to Server Utility 7.0 upgrade procedures

Server Utility from Release 6.0 to Release 7.0. To link to any task, go to
Server Utility 6.0 to Server Utility 7.0 upgrade navigation (page 102).

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Server Utility 6.0 to Server Utility 7.0 upgrade
Server Utility 6.0 to Server Utility 7.0 upgrade procedures
Server Utility 6.0 to Server Utility 7.0 upgrade navigation

• Uninstalling the Server Utility 6.0 patches (page 103)
• Uninstalling the Server Utility 6.0 software (page 103)
• Installing the Server Utility 7.0 software (page 104)
Job aid: Timing

The estimated time to upgrade from Server Utility 6.0 to Server Utility 7.0 on
the same server is 30 minutes.

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Uninstalling the Server Utility 6.0 patches

Uninstall the Server Utility 6.0 patches to prepare the server for the
uninstallation of the Server Utility 6.0 software.
Procedure steps
Step Action

2 Click Start, Control Panel, All Programs, Nortel Contact Center, Server
Utility, Patch Viewer.
patches.
4 Click Yes.
--End--
Uninstalling the Server Utility 6.0 software

Uninstall the Server Utility 6.0 software to prepare the server for the
Prerequisites
• Uninstall the Server Utility patches. See Uninstalling the Server Utility 6.0
patches (page 103).
Procedure steps
Step Action

3 In the Add or Remove Programs window, select Server Utility.
4 Click Remove.
A message box appears, prompting you to confirm the remove action.

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5 Click Yes.
6 When the uninstallation is complete, verify that Server Utility does not
appear in the Add or Remove Programs window.
--End--
Installing the Server Utility 7.0 software

Install the Server Utility 7.0 software to upgrade from Release 6.0 to Release
7.0 and ensure compatibility with the other Contact Center Release 7.0
servers.
Prerequisites
• If reusing the server where Server Utility 6.0 is installed, uninstall the
Server Utility 6.0 software. See Uninstalling the Server Utility 6.0 software
(page 103).
• If this procedure is part of a co-resident upgrade, uninstall all previous
releases of Contact Center software.
• If using a new server, install Windows Server 2003 Release 2 on the
server. See Installing Windows Server 2003 Release 2 (page 387)
• If using a new server, configure Windows Server 2003 Release 2 on the
server. See Configuring Windows Server 2003 Release 2 (page 390).
• If using a new server, download the latest operating system patches. See
Installing the latest operating system service packs (page 392).
2.
• If using a new server, configure SNMP on the server. See Configuring

SNMP on your server (page 393).
• Download the latest Server Utility (SU) and Common Component (CCCC)
service updates to the server. See Downloading the latest Contact Center

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Procedure steps
Step Action
and repeat step 2.
7 Click Next.
9 Select Server Utility.
10 Click Next.
tab, select the Application Destination Drive.
the service updates and service update supplements.
14 Click Next.
presented.
16 Click Install.
--End--

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Variable Definition
Application Destination Drive The location for installing the Server Utility
software on the server. The drive must have a
minimum of 20 GB of disk space. The default is
installed on drive D.

Upgrade and Patches
NN44400-410 01.08 Standard
Server Utility 7.0 migration
This chapter describes the tasks you perform to migrate Server Utility 7.0 to a
new server.
Because there is no database associated with Server Utility, the migration is

basically a new installation of Server Utility 7.0 on the new server.
Prerequisites to Server Utility 7.0 migration

• Ensure that your new server meets all requirements for Contact Center
7.0, as described in Nortel Contact Center Planning and Engineering
(NN44400-210).
(page 394).
Server Utility 7.0 migration procedures

Server Utility 7.0 to a new server. To link to any task, go to Server Utility 7.0
migration navigation (page 108).

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Server Utility 7.0 migration procedures
Server Utility 7.0 migration navigation

• Installing the Server Utility 7.0 software on the new server (page 108)
Job aid: Timing

The estimated time to migrate Server Utility 7.0 is 30 minutes.
Installing the Server Utility 7.0 software on the new server

Install the Server Utility 7.0 software on the new server to monitor and
configure the user accounts, database logons, access classes, serial ports,
switch resources and server settings from a stand-alone computer.
Prerequisites
• Install Windows Server 2003 on the server. See Installing Windows Server
2003 Release 2 (page 387).

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• Download the latest Server Utility (SU) and Common Component (CCCC)
service updates to the server. See Downloading the latest Contact Center
Procedure steps
Step Action
1 Insert the Contact Center DVD into the DVD-ROM drive of your new server.
2 If the installation does not automatically start, click setup.exe.
and repeat step 2.
7 Click Next.
10 Click Next.
tab, select the Application Destination Drive.
14 Click Next.
presented.
16 Click Install.
--End--

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Variable Definition
Server Utility software on the server. The drive
must have a minimum of 20 GB of disk space. The
default is installed on drive D.

Upgrade and Patches
NN44400-410 01.08 Standard
Server Utility patch installation
This chapter describes the tasks you perform to install Service Updates (SU),
Service Update Supplements (SUS), and Designer Patches (DP) on the
Server Utility server.
Prerequisites to Server Utility patch installation

Server Utility patch installation procedures

Server Utility patches. To link to any task, go to Server Utility patch installation
Server Utility patch installation procedures
Server Utility patch installation navigation

• Installing the Server Utility patches (page 112)

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Server Utility patch installation
Installing the Server Utility patches

Install the latest Contact Center Server Utility service updates and service
update supplements to ensure that you have the most current software
available on your server.
Prerequisites
• Download the latest Server Utility service updates to the server. See
(page 394).
— service updates (for example, CCSU_7.0_SU_01)
— service update supplements (for example, CCSU_7.0_SUS_01,
CCSU_7.0_SUS_02)
— designer patches (for example, CCSU_7.0_DP_010201)
Procedure steps
Step Action
1 On the Server Utility server, navigate to the folder where you downloaded
the patches.
patch.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
Contact Center Manager
Administration upgrades,
migration (new server) (page 122)
• Contact Center Manager Administration 6.0 to Release 7.0 upgrade
(same server) (page 136)
• Contact Center Manager Administration 6.0 to Release 7.0 migration
upgrade (new server) (page 144)
• Contact Center Manager Administration 7.0 migration (new server)
(page 158)
• Contact Center Manager Administration 7.0 upgrade (page 171)
• Contact Center Manager Administration patch installation (page 185)

Upgrade and Patches
NN44400-410 01.08 Standard
Symposium Web Client 4.5 to Contact
Center Manager Administration 7.0
This chapter describes the tasks you must perform to upgrade from
Symposium Web Client (SWC) 4.5 to Contact Center Manager Administration
7.0 on the same server.
Prerequisites for Symposium Web Client 4.5 to Contact Center

Manager Administration 7.0 upgrade (same server)
• Ensure all your server hardware meets the requirements described in
• Ensure that ADAM Service Pack 1 and Windows Server 2003 Service
Pack 2 are installed on the Contact Center Manager Administration 4.5
server. If they are not installed, you must install them before you can
upgrade your Contact Center Manager Administration server software.
You must install ADAM Service Pack 1 before you install Windows Server
2003 Service Pack 2. For more information, see your Contact Center
Manager Administration 6.0 documentation.
• Back up your Symposium Web Client 4.5 server. Create a Platform
Recovery Disk or, if using the RAID solution, remove the second set of
disks.
(page 394).

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Symposium Web Client 4.5 to Contact Center Manager Administration 7.0 upgrade (same server)
Attention: To support the new partition and user options, users created in
Symposium Web Client 4.5 must be upgraded in Contact Center Manager
Administration 7.0. This automatic process is integrated into the Contact
Center Manager Administration upgrade/install application, so that you do
not have to delete and re-create user accounts.
The upgrade procedure is logged on the Contact Center Manager

Administration server in Program Files\Nortel
Networks\WClient\Nortel_Log\APMUsersUpgrade.log.
After the upgrade, users have the functions indicated by the Access and
Partition Management. Manual steps are required to retain the functionality
of SWC 4.5. If you configure a user with certain access classes or a
combination of user-defined partitions, standard partitions and reporting
agents in SWC 4.5, you must reconfigure these properties in CCMA 7.0. For
information about configuring access and partition management, see Nortel
Contact Center Manager Administration – Client Administration
(NN44400-611).

Administration 7.0 upgrade (same server) procedures
the Contact Center Manager Administration software. To link to any task, go
to Symposium Web Client 4.5 to Contact Center Manager Administration 7.0
upgrade navigation (page 116).

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procedures

Administration 7.0 upgrade navigation
• Uninstalling the Symposium Web Client 4.5 software (page 117)
• Installing Crystal Report Application Server 2008 software (page 117)
• Upgrading to Contact Center Manager Administration 7.0 (page 119)
Job aid: Timing

database size)

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Uninstalling the Symposium Web Client 4.5 software

Uninstall the Symposium Web Client software to prepare the server for the
installation of the Contact Center Manager Administration 7.0 software.
Prerequisites
• Nortel recommends that you back up your Symposium Web Client
database before you remove the software. For more information, see your
Symposium Web Client 4.5 documentation.
Procedure steps
Step Action
1 On the Symposium Web Client 4.5 server, click Start, Control Panel, Add
or Remove Programs.
2 Select Symposium Web Client.
3 Ensure the Preserve Data check box is selected.
4 Click Remove.
--End--
Installing Crystal Report Application Server 2008 software

Install Crystal Report Application Server 2008 software to work with the
Report Creation Wizard component in Contact Center Manager
Administration. You must manually install this software before you install
Contact Center Manager Administration.
Procedure steps
Step Action

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1 Log on to the Contact Center Manager Administration server by entering the

server name in the Internet Explorer Address box, for example
http://<server name>/.
2 Insert the Contact Center Manager installation DVD into the drive.
3 If the Contact Center Manager DVD installer main menu appears, click
Cancel.
4 Browse to the ThirdParty, Crystal RAS 2008 folder.
5 Double-click setup.exe.
6 In the Choose the Setup Language dialog box, select English.
7 Click OK.
8 In the Welcome dialog box, click Next.
9 In the License Agreement dialog box, select the I accept the license
agreement option.
10 Click Next.
11 In the User Information dialog box, in the Full Name box, confirm your
name.
12 In the Organization box, confirm your company name.
13 In the Product Key Code boxes, confirm the key code.
14 Click Next.
15 In the Choose Language Packs dialog box, select the language packs you
want to install.
16 Click Next.
17 In the Directory Selection dialog box, specify the directory for your
installation by accepting the default or clicking Browse to use another
folder.
18 Click Next.
19 In the Select Features dialog box, accept the default selection and click
Next.
20 In the Start Installation dialog box, click Next.
21 When the installation is complete, click Finish.
--End--

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Upgrading to Contact Center Manager Administration 7.0

Upgrade to Contact Center Manager Administration 7.0 to install the latest
Contact Center software on the server and to port the Symposium Web Client
4.5 data into Contact Center Manager Administration 7.0.
Prerequisites
• Remove the Symposium Web Client 4.5 software from the server while
preserving data. See Uninstalling the Symposium Web Client 4.5 software
(page 117).
• Download the latest Contact Center Manager Administration (CCMA) and
(page 394).
Procedure steps
Step Action
1 Insert the Contact Center 7.0 DVD into the DVD-ROM drive of your server.
and repeat step 2.
7 Click Next.
Attention: You must select the same switch type that was used for the previous
release.
9 Select Contact Center Manager Administration (CCMA).

10 Click Next.
11 In the Product Data Upgrade window, select the Import existing data to
Contact Center Manager Administration (CCMA) check box.
12 Click Next.

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16 Click Next.
18 Click Next.
each tab.
20 Click Next.
presented.
22 Click Install.
software, Service Updates (SU) and SUSs, database software, and the
Contact Center database.
--End--
Variable Value
Application destination drive The drive where the Contact Center Manager
Administration (CCMA) server software is
installed. The drive must have a minimum of 40 GB
of disk space.
Enable ADAM replication ADAM replication is reproducing an active copy of
the database for backup or emergency failure. In
case of server failure, a current database is
available to maintain the contact center. Clear the
check box on the primary server.
(1 of 2)

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Variable Value
LDAP Port Number The port number for the Lightweight Directory
Access Protocol (LDAP) where commonly-used
contact information is stored on a server. The
default value of the port is 389. Check with the
system administrator to ensure that the port
number is not already in use.
HTTP Port Number The port number for the Hypertext Transfer
Protocol (HTTP) for request/responses between
the clients and servers. The default port is 80.
Check with the system administrator to ensure that
the port number is not already in use.
SSL Port Number The port number for the Secure Sockets Layer
(SSL) that controls security when applications are
communicating across the network. The default
port is 636. Check with the system administrator to
ensure that the port number is not already in use.
(2 of 2)

Upgrade and Patches
NN44400-410 01.08 Standard
Symposium Web Client 4.5 to Contact
Center Manager Administration 7.0
This chapter describes the tasks you must perform to upgrade from
Symposium Web Client (SWC) 4.5 to Contact Center Manager Server 7.0 and
migrate the database to a new server.
Prerequisites for Symposium Web Client 4.5 to Contact Center

Manager Administration 7.0 migration upgrade (new server)
documentation (page 386)
(page 394).
Attention: To support the new partition and user options, users created in
Symposium Web Client 4.5 must be upgraded in Contact Center Manager
Administration 7.0. This automatic process is integrated into the Contact
Center Manager Administration upgrade/install application, so that you do
not have to delete and re-create user accounts.
The upgrade procedure is logged on the Contact Center Manager

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Symposium Web Client 4.5 to Contact Center Manager Administration 7.0 migration (new server)
Administration server in Program Files\Nortel

Networks\WClient\Nortel_Log\APMUsersUpgrade.log.
After the upgrade, users have the functions indicated by the Access and
Partition Management. Manual steps are required to retain the functionality
of SWC 4.5. If you configure a user with certain access classes or a
combination of user-defined partitions, standard partitions and reporting
agents in SWC 4.5, you must reconfigure these properties in CCMA 7.0. For
information about configuring access and partition management, see Nortel
Contact Center Manager Administration – Client Administration
(NN44400-611).

Administration 7.0 migration upgrade (new server) procedures
to Symposium Web Client 4.5 to Contact Center Manager Administration 7.0
migration upgrade (new server) navigation (page 124).

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Symposium Web Client 4.5 to Contact Center Manager Administration 7.0 migration upgrade (new
server) procedures

Administration 7.0 migration upgrade (new server) navigation
• Backing up Symposium Web Client 4.5 (page 125)
• Configuring Internet Information Service on the target server (page 126)

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• Installing Sybase Open Client 12.5 on the target server (page 126)
• Updating the Sybase ODBC driver on the target server (page 128)
• Verifying that the system successfully updated the driver (page 129)
• Configuring Data Execution Prevention on the target server (page 131)
• Installing the Contact Center Manager Administration 7.0 server software
on the new server (page 131)
• Restoring the Symposium Web Client 4.5 database (page 134)
• Upgrading the Contact Center Manager Administration database
(page 135)
Job aid: Timing

database size)
Backing up Symposium Web Client 4.5

Back up the Symposium Web Client 4.5 database to enable migration of the
data to the new server.
Procedure steps
Step Action
1 Refer to your Symposium Web Client 4.5 documentation for a detailed

backup procedure.
--End--

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Configuring Internet Information Service on the target server

Configure Internet Information Service (IIS) on the target server to enable the
Web-based administration application in the Contact Center Manager
Administration software to run. IIS is an optional component of the Windows
Server 2003 installation.
Prerequisites
• Ensure that you have the Windows Server 2003 DVD for installation.
Procedure steps
Step Action
1 On the Contact Center Manager Administration server, click Start, Control

Panel, Add or Remove Programs.
2 Click Add/Remove Windows Components.
3 In the Windows Component Wizard dialog box, select Application
Server, and then click Details.
4 In the Application Server dialog box, select ASP.NET.
5 Select the IIS check box.
6 Click Details.
7 In the Internet Information Services (IIS) dialog box, select World Wide
Web service.
8 Click OK to close the Internet Information Services dialog box.
9 Click OK to close the Application Server dialog box.
10 In the Windows Component Wizard dialog box, click Next.
11 Click Finish.
--End--
Installing Sybase Open Client 12.5 on the target server

Install Sybase Open Client 12.5 to access and control the content of the
Contact Center Manager Administration database.
Prerequisites
• Ensure that you have administrator privileges in Windows Server 2003.

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• Use the same administrator account to log on to the Contact Center

Manager Administration server each time you install a Contact Center
Manager Administration component.
Procedure steps
Step Action
1 Log onto Contact Center Manager Administration server as the

administrator .
2 Insert the Contact Center Manager installation DVD into the DVD-ROM
drive.
Cancel.
4 Using Windows Explorer, browse in the DVD folder to ThirdParty, Sybase
Open Client.
5 In the Sybase Open Client folder, double-click setup.exe.
6 Select the Standard Install option.
7 Click Next.
8 In the Choose the installation directory box, accept the default location.
9 In the Choose Directory dialog box, click Next.
10 In the Summary dialog box, click Next.
11 In the Create Directory dialog box, click Yes to confirm the name of the
directory to which to copy the files.
12 If you upgrade to Sybase version 12.5, the system asks if you want to
overwrite the following existing Sybase.DLL files. Click Yes when prompted
to replace or reinstall these Sybase files:
• Replace mchelp.dll version 12.0 with version 12.5.0.0
• Replace mclib.dll version 12.0 with version 12.5.0.0
• Replace Language Modules version 12.0 with version 12.5
• Reinstall Component Sybase Central 3.2.0
13 If the system prompts you to replace the optional Power Dynamo file, click
Yes. Replace the optional Power Dynamo file, replace version 3.0.0 with
version 3.5.2.
14 If the system prompts you to replace any other DLLs, including system
DLLs, such as msvcrt40.dll version 4.20, click No. Do not replace any
system DLLs.
15 In the Install Complete message box, click OK.

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--End--
Updating the Sybase ODBC driver on the target server

Update the Sybase Database Connectivity (ODBC) driver to ensure that you
use the latest version.
Prerequisites
• Install Sybase Open Client 12.5. See Installing Sybase Open Client 12.5
on the target server (page 126).
Procedure steps
Step Action
1 On the target server, click Start, Run.

2 In the Open box, type cmd.
3 Click OK.
4 At the prompt, type iisreset.
5 Press Enter.
6 At the MS-DOS prompt, navigate to the root directory of the Sybase folder
on the DVD. For example, <x>: \ThirdParty (where <x> is the location of the
DVD-ROM).
7 Change to the directory containing the Sybase Open Client hotfixes. For
example, cd Sybase Open Client — Hotfixes.
8 Type the following xcopy command:
xcopy EBF11113\*.* %SYBASE% /S /E /V /Y > C:\EBF11113.TXT
9 Press Enter.
--End--

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Variable Definition
EBF11113 The directory containing the Sybase ODBC driver.
<SYBASE> The environment variable containing the directory
location of the Sybase Open Client 12.5 software
installed on the Contact Center Manager
Administration server (for example, c:\sybase).
C:\EBF11113.TXT The log file that you can use to verify that all the
files are copied correctly.
Verifying that the system successfully updated the driver

Verify that the system successfully updated the Sybase ODBC driver to
ensure that the Contact Center Manager Administration server software can
interact with the database.
Prerequisites
• Update the Sybase ODBC driver. See Updating the Sybase ODBC driver
on the target server (page 128)
Procedure steps
Step Action
1 On the target server, click Start, Administrative Tools, Data Sources

(ODBC).
2 In the ODBC Data Source Administrator dialog box, click the Drivers tab.
3 On the Drivers page, scroll down until you locate the correct Sybase ASE
ODBC driver, which is 4.10.00.49.
4 Click OK.
5 If the ODBC driver version is not 4.10.00.49, open the log file
C:\EBF11113.txt to see any error messages were recorded during the
xcopy command.
--End--

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Procedure steps
Step Action

Cancel.
7 Click OK.
agreement option.
10 Click Next.
name.
14 Click Next.
want to install.
16 Click Next.
folder.
18 Click Next.
Next.

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--End--
Configuring Data Execution Prevention on the target server

Configure the Data Execution Prevention (DEP) hardware and software to
perform additional checks on memory that protect the Contact Center
Manager Administration server against malicious code exploitation.
Procedure steps
Step Action
1 Log on to Windows as administrator.

2 Click Start, Control Panel, System.
3 In the System Properties dialog box, click the Advanced tab.
4 Under Performance, click Settings.
5 In the Performance Options dialog box, click the Data Execution
Prevention tab.
6 On the Data Execution Prevention tab, select Turn on DEP for essential
Windows programs and services only.
7 Click OK.
8 In the System Properties dialog box, click OK.
9 Click OK to restart the computer.
--End--
Installing the Contact Center Manager Administration 7.0 server

software on the new server
Install the Contact Center Manager Administration 7.0 server software on the
target server to enable the administrators and supervisors to configure your
contact center users, access, routing, and reporting.

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Prerequisites
• Ensure that your hardware meets all requirements as described in Nortel
Contact Center Planning and Engineering (NN44400-210).
2.

(page 393)
(page 394).
Procedure steps
Step Action
and repeat step 2.
7 Click Next.

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release.

10 Click Next.
14 Click Next.
15 If the System Readiness Check returns a Fail, the software installation
16 Click Next.
each tab.
18 Click Next.
presented.
20 Click Install.
database.
--End--

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Restoring the Symposium Web Client 4.5 database

Restore the Symposium Web Client 4.5 database to migrate the data to the
new server.
Procedure steps
Step Action
1 On the Contact Center Manager Administration server, click Start, All

Programs, Nortel, Contact Center, Manager Administration,
Configuration.
2 In the left pane of the Nortel Configuration window, expand Nortel,
Applications, Backup & Restore.
3 In the right pane, click Backup & Restore.
4 In the Contact Center Manager Administration - Backup And Restore
dialog box, click the Backup tab.
5 Click Restore Files.
6 In the Welcome to the Backup or Restore Wizard dialog box, click Next.
7 In the Backup or Restore dialog box, select Restore files and settings.
8 Click Next.
9 In the What to Restore dialog box, in the left pane, select the back up of the
Contact Center Manager Administration 6.0 database.
10 Expand this file fully by clicking the plus sign (+) beside it. The file name
expands to reveal a series of files.
11 Select the files you want to restore.
12 Click Next.
13 In the Completing the Backup or Restore Wizard dialog box, click
Advanced.
14 In the Where to Restore dialog box, from the Restore files to list, select
Original location.
15 Click Next.
16 In the How to Restore dialog box, select Replace existing files.
17 Click Next.
18 Click Finish.
--End--

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Upgrading the Contact Center Manager Administration database

Upgrade the Contact Center Manager Administration database to ensure
compatibility with Contact Center Manager Administration Release 7.0.
Prerequisites
• Install the Contact Center Manager Administration software. See Installing
the Contact Center Manager Administration 7.0 server software on the
new server (page 131).
• Restore the Symposium Web Client database. See Restoring the
Symposium Web Client 4.5 database (page 134).
Procedure steps
Step Action
1 On the Contact Center Manager Administration server, navigate to <CCMA

install drive>: \Nortel\Contact Center\Manager
Administration\Apps\Sysops.
2 Double-click CCMA_UpgradeTo70.exe.
3 In the Contact Center Manager Administration - Upgrade Utility dialog
box, click Browse to navigate to the location of the backed up Symposium
Web Client 4.5 database.
4 Click Upgrade.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
Contact Center Manager Administration
6.0 to Release 7.0 upgrade (same server)
This chapter describes the tasks you must perform to upgrade from Contact
Center Manager Administration (CCMA) 6.0 to Contact Center Manager
Administration 7.0 on the same server.
Prerequisites for Contact Center Manager Administration 6.0 to

Contact Center Manager Administration 7.0 upgrade (same server)
• Back up your Contact Center Manager Administration 6.0 server. Create
a Platform Recovery Disk or, if using the RAID solution, remove the
second set of disks.
(page 394).
Contact Center Manager Administration 6.0 to Contact Center

Manager Administration 7.0 upgrade (same server) procedures
to Contact Center Manager Administration 6.0 to Contact Center Manager
Administration 7.0 upgrade (same server) navigation (page 138).

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Contact Center Manager Administration 6.0 to Release 7.0 upgrade (same server)
Contact Center Manager Administration 6.0 to Contact Center Manager Administration 7.0
upgrade (same server) procedures

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Manager Administration 7.0 upgrade (same server) navigation
• Backing up Contact Center Manager Administration 6.0 (page 138)
• Uninstalling the Contact Center Manager Administration 6.0 software
(page 139)
• Upgrading to Contact Center Manager Administration 7.0 (page 141)
Backing up Contact Center Manager Administration 6.0

Nortel recommends that you back up the Contact Center Administration
database prior to uninstalling the server software to ensure that the data is
preserved in case of a problem during the upgrade. Use the Nortel Backup
and Restore utility to back up Contact Center Manager Administration.
Prerequisites
• Map a network drive to which you want to back up your database.
• Log on to the Contact Center Manager Administration server as an
administrator.
Procedure steps
Step Action

Programs, Nortel Contact Center, Manager Administration,
Configuration.
5 Select the File option.
6 Click Browse and navigate to the location where you want to store the back
up.
7 Click Next.
8 In the Perform Backup section, select Run Now.
9 Click Next.

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10 In the Username box, type a user name with administrative privileges on the
server where you are storing the backup.
11 In the Password box, type a password with administrative privileges on the
12 From the Domain list, select the domain of the server where you are storing
the backup.
13 Click Finish.
--End--
Uninstalling the Contact Center Manager Administration 6.0 software

Uninstall the Contact Center Manager Administration 6.0 software while
preserving customer data to prepare the server for the installation of the
Contact Center Manager Administration 7.0 software.
Prerequisites
• Back up the CCMA 6.0 data. See Backing up Contact Center Manager
Administration 6.0 (page 138).
Procedure steps
Step Action
1 On the Contact Center Manager Administration 6.0 server, click Start,

Control Panel, Add or Remove Programs.
2 Select Nortel Contact Center Manager Administration.
4 Click Remove.
5 In the Add or Remove Programs window, verify that Nortel Contact
Center Manager Administration does not appear.
6 Close all windows and restart the server.
--End--

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Procedure steps
Step Action

Cancel.
7 Click OK.
agreement option.
10 Click Next.
name.
14 Click Next.
want to install.
16 Click Next.
folder.
18 Click Next.
Next.

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--End--
Upgrading to Contact Center Manager Administration 7.0

Install the CCMA 7.0 server software to enable the administrators and
supervisors to configure your contact center users, access, routing, and
reporting.
Prerequisites
• Uninstall the Contact Center Manager Administration 6.0 software. See
(page 139).
Procedure steps
Step Action
and repeat step 2.
7 Click Next.
release.

10 Click Next.
11 On the Product Data Upgrade page, select the Import existing data to

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12 Click Next.
16 Click Next.
18 Click Next.
each tab.
20 Click Next.
presented.
22 Click Install.
software, Service Updates (SU) and SUSs, database software, and the
Contact Center database.
--End--

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Variable Value
Application destination drive The drive where the Contact Center Manager
Administration (CCMA) server software is
installed. The drive must have a minimum of 40 GB
of disk space.

Upgrade and Patches
NN44400-410 01.08 Standard
6.0 to Release 7.0 migration upgrade
(new server)
This chapter describes the tasks you must perform to upgrade from Contact
Center Manager Administration 6.0 to Contact Center Manager
Administration 7.0 and migrate the database to a new server.
Prerequisites for Contact Center Manager Administration 6.0 to

Contact Center Manager Administration 7.0 migration upgrade (new
server)
(page 394).

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Contact Center Manager Administration 6.0 to Release 7.0 migration upgrade (new server)

procedures
the Contact Center Manager Administration software and migrate the data to
a new server. To link to any task, go to Contact Center Manager
Administration 6.0 to Contact Center Manager Administration 7.0 migration
upgrade (new server) navigation (page 146).

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Contact Center Manager Administration 6.0 to Contact Center Manager Administration 7.0
migration upgrade (new server) procedures

navigation

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• Restoring the Contact Center Manager Administration 6.0 database
(page 156)
(page 157)

Prerequisites
administrator.
Procedure steps
Step Action

Configuration.

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up.
7 Click Next.
9 Click Next.
the backup.
13 Click Finish.
--End--

Prerequisites
Procedure steps
Step Action

3 Select Application Server and then click Details.
4 Select ASP.NET.
6 Click Details.
7 Select World Wide Web service.

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8 Click OK to close the World Wide Web service box.

9 Click OK.
--End--

Prerequisites
Procedure steps
Step Action

administrator .
drive.
Cancel.
Open Client.
7 Click Next.

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version 3.5.2.
system DLLs.
--End--

Prerequisites
Procedure steps
Step Action

3 Click OK.
5 Press Enter.

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DVD-ROM).
9 Press Enter.
--End--
Variable Definition

Prerequisites
Procedure steps
Step Action

(ODBC).

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4 Click OK.
xcopy command.
--End--

Procedure steps
Step Action

Cancel.
7 Click OK.
agreement option.
10 Click Next.
name.

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14 Click Next.
want to install.
16 Click Next.
folder.
18 Click Next.
Next.
--End--

Procedure steps
Step Action

Prevention tab.
7 Click OK.

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--End--

software on the target server
Prerequisites
• Install Windows Server 2003. See Installing Windows Server 2003
Release 2 (page 387)
Server 2003 Release 2 (page 390)
• Install the latest operating system service packs. See Installing the latest
• Configure IIS. See Configuring Internet Information Service on the target
server (page 148).
• Install Sybase Open Client. See Installing Sybase Open Client 12.5 on the
target server (page 149).
• Download the latest Contact Center Manager Administration Server
(CCMA) and Common Component (CCCC) service updates to the server.
See Downloading the latest Contact Center service updates to the server
(page 394).
Procedure steps
Step Action

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and repeat step 2.
7 Click Next.
release.

10 Click Next.
14 Click Next.
16 Click Next.
each tab.
18 Click Next.
presented.
20 Click Install.
database.

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--End--
Restoring the Contact Center Manager Administration 6.0 database

Restore the Contact Center Manager Administration 6.0 database to migrate
the data to the new server.
Procedure steps
Step Action

Configuration.
dialog box, click the Restore tab.
8 Click Next.
12 Click Next.
Advanced.
Original location.
15 Click Next.
17 Click Next.

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18 Click Finish.
--End--

Upgrade the CCMA database to ensure compatibility with the Contact Center
Manager Administration 7.0 software.
Prerequisites
• Install the Contact Center Manager Administration 7.0 software. See
Installing the Contact Center Manager Administration 7.0 server software
• Restore the backed up Contact Center Manager Administration 6.0
database. See Restoring the Contact Center Manager Administration 6.0
database (page 156).
Procedure steps
Step Action
1 Insert the DVD Controller into the DVD ROM drive of the server.
2 Navigate to <CCMA install drive>: \Nortel\Contact Center\Manager
4 In the Contact Center Manager Administration - Upgrade Utility dialog
box, click Browse to navigate to the location of the Contact Center Manager
Administration 6.0 database.
5 Click Upgrade.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
7.0 migration (new server)
This chapter describes the tasks you perform to migrate Contact Center
Manager Administration 7.0 to a new server.
You can migrate your Contact Center Manager Administration to a new server
if you purchase a new server or if your existing server fails and you need to
restore to a new server.
Prerequisites for Contact Center Manager Administration 7.0

Attention: To migrate Contact Center Manager Administration to a new

server, you must install the same version of Contact Center Manager
Administration and the same service update as is installed on the source
server.

(page 394).
Contact Center Manager Administration 7.0 migration (new server)

procedures
or migrate Contact Center Manager Administration server software. To link to
any task, go to Contact Center Manager Administration 7.0 migration (new
server) navigation (page 159).

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Contact Center Manager Administration 7.0 migration (new server) procedures

navigation
• Backing up the Contact Center Manager Administration data on the
source server (page 160)

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(page 169)
Job aid: Timing

Backing up the Contact Center Manager Administration data on the

source server
Back up the Contact Center Manager Administration data on the source
server to enable migration of the data to the new server.
Prerequisites
• Log onto the Contact Center Manager Administration server as an
administrator.
Procedure steps
Step Action

Configuration.

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up.
7 Click Next.
9 Click Next.
the backup.
13 Click Finish.
--End--

Prerequisites
Procedure steps
Step Action


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4 Select ASP.NET.
6 Click Details.
9 Click OK.
--End--

Prerequisites
Procedure steps
Step Action

administrator .
drive.
Cancel.
Open Client.
7 Click Next.

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version 3.5.2.
system DLLs.
--End--

Prerequisites
Procedure steps
Step Action


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3 Click OK.
5 Press Enter.
DVD-ROM).
9 Press Enter.
--End--
Variable Definition

Prerequisites

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Procedure steps
Step Action

(ODBC).
4 Click OK.
xcopy command.
--End--

Procedure steps
Step Action

Cancel.
7 Click OK.

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agreement option.
10 Click Next.
name.
14 Click Next.
want to install.
16 Click Next.
folder.
18 Click Next.
Next.
--End--

Procedure steps
Step Action


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Prevention tab.
7 Click OK.
--End--

software on the target server
Prerequisites
• Install Windows Server 2003. See Installing Windows Server 2003
Release 2 (page 387)
Server 2003 Release 2 (page 390)
• Install the latest operating system service packs. See Installing the latest
(page 393)
• Configure IIS. See Configuring Internet Information Service on the target
server (page 161).
• Install Sybase Open Client. See Installing Sybase Open Client 12.5 on the
target server (page 162).

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(page 394).
Procedure steps
Step Action
and repeat step 2.
7 Click Next.
10 Click Next.
14 Click Next.
16 Click Next.

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each tab.
18 Click Next.
presented.
20 Click Install.
--End--

Procedure steps
Step Action

Configuration.
8 Click Next.

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12 Click Next.
Advanced.
Original location.
15 Click Next.
17 Click Next.
18 Click Finish.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
7.0 upgrade
This chapter describes the tasks you perform to upgrade from an earlier
version of Contact Center Manager Administration 7.0 while preserving your
data.
Prerequisites for Contact Center Manager Administration 7.0 upgrade

Contact Center Manager Administration 7.0 upgrade procedures

from an earlier release of Contact Center Manager Administration 7.0. To link
to any task, go to Contact Center Manager Administration 7.0 upgrade

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Contact Center Manager Administration 7.0 upgrade
Contact Center Manager Administration 7.0 upgrade navigation

(page 172)
(page 173)

preserving data to prepare the server for an installation of a newer version of
Release 7.0 software.
Prerequisites
• Back up the Contact Center Manager Administration database. See
administrator.

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Procedure steps
Step Action
2 If the DVD does not automatically start, double-click setup.exe.
4 In the Program Maintenance window, select Remove.
5 Click Next.
6 In the Remove window, select Contact Center Manager Administration
(CCMA).
7 Click Remove.
A message box appears, asking if you want to preserve CCMA customer
data.
8 Click Yes.
9 In the Ready to Uninstall window, click Remove.
10 When the uninstallation is complete, click Finish.
11 If prompted, reboot the server.
--End--

software
Install the Contact Center Manager Administration 7.0 server software to
upgrade to a newer release of Contact Center 7.0.
Prerequisites
• Download the latest Contact Center Manager Administration service
updates to the server. See Downloading the latest Contact Center service
updates to the server (page 394).
Procedure steps
Step Action

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6 Click Next.
9 Click Next.
Contact Center Manager Administration (CCMA).
14 Click Next.
16 Click Next.
each tab.
18 Click Next.
presented.
20 Click Install.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
7.0 upgrade (with replication)
This chapter describes the tasks you perform to upgrade from an earlier
version of Contact Center Manager Administration 7.0 while preserving your
data. Follow the steps in this chapter if replication is enabled; if replication is
not enabled, see Contact Center Manager Administration 7.0 upgrade
(page 171).
When upgrading in a configuration where replication is enabled, ensure that

the servers are upgraded in the order described in this chapter. The first
server you upgrade must be the Contact Center Manager Administration
Replication Server that owns the Schema Master (the primary Contact Center
Manager Administration server that was installed with the first instance of
ADAM). This Contact Center Manager Administration server is the schema
master owner for ADAM, and therefore has control of updating any changes
to the ADAM schema. This is the CCMA server that the other replicating
servers in the ADAM configuration group were referenced to when they were
installed.
Prerequisites for Contact Center Manager Administration 7.0 upgrade


from an earlier release of Contact Center Manager Administration 7.0 when
replication is enabled. To link to any task, go to Contact Center Manager
Administration 7.0 upgrade (with replication) navigation (page 176).

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Contact Center Manager Administration 7.0 upgrade (with replication)
Contact Center Manager Administration 7.0 upgrade (with replication) procedures

navigation
• Identifying which CCMA server is the Master Schema owner (page 177)
• Disabling replication (page 178)
• Uninstalling the Contact Center Manager Administration 7.0 software on
Master Schema owner (page 179)
on Master Schema owner (page 179)

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• Uninstalling the Contact Center Manager Administration 7.0 software on

Secondary server (page 181)
on Secondary server (page 182)
• Enabling replication (page 183)
Identifying which CCMA server is the Master Schema owner

Identify which Contact Center Manager Administration server is the Master
Schema owner.
Prerequisites
• Back up the Contact Center Manager Administration database. See
• Log onto a Contact Center Manager Administration server as an
administrator.
Procedure steps
Step Action
1 Click Start, Run.

2 In the Run dialog box, type MMC to open the Microsoft Management
Console
3 In the console window, choose File, Add/Remove Snap-in.
4 Click Add.
5 Choose ADAM Schema from the list.
6 Click Add.
7 Close the Add Standalone Snap-in window.
8 Click OK.
9 Click OK to close the Add Remove Snap-in window.
10 In the Console window, right click on ADAM Schema, and choose Change
ADAM Server.
11 In the ADAM server dialog, enter the (case sensitive) DNS name of a
Contact Center Manager Administration server.
12 Enter the appropriate port number in the port number field. The default port
number is 389.

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13 Click OK
14 Right click on ADAM Schema, and choose Operations Master. The
Change Schema Master window appears.
15 Make note of the server name that is listed as the Current Schema Master.
This is the name of the server that you must upgrade first.
16 Exit the MMC console
--End--
Disabling replication
Disable replication before upgrading to Contact Center Manager
Administration 7.0.
Prerequisites
• Identify which Contact Center Manager Administration server is the
Master Schema owner.
• Log onto the Contact Center Manager Administration server that is the
Master Schema owner as an administrator.
Procedure steps
Step Action
1 Click Start, Run.

2 In the Run dialog, type cmd.
3 Click OK.
4 Navigate to the ADAM directory. For example, C:\Windows\ADAM.
5 Enter repadmin /options +DISABLE_OUTBOUND_REPL.
6 Close the Contact Center Manager Administration windows.
--End--

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on Master Schema owner
preserving data to prepare the server for an installation of a newer version of
Prerequisites
administrator.
Procedure steps
Step Action
5 Click Next.
(CCMA).
7 Click Remove.
data.
8 Click Yes.
--End--

software on Master Schema owner

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Prerequisites
Procedure steps
Step Action
6 Click Next.
9 Click Next.
14 Click Next.
16 Click Next.
each tab.
18 Click Next.

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presented.
20 Click Install.
--End--

on Secondary server
Uninstall the Contact Center Manager Administration software from a
secondary server while preserving data to prepare the server for an
installation of a newer version of Contact Center Manager Administration
Prerequisites
• Log on to a secondary Contact Center Manager Administration server as
an administrator.
Procedure steps
Step Action
5 Click Next.
(CCMA).
7 Click Remove.
data.
8 Click Yes.

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--End--

software on Secondary server
Prerequisites
Procedure steps
Step Action
6 Click Next.
9 Click Next.
14 Click Next.

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16 Click Next.
each tab.
18 Click Next.
presented.
20 Click Install.
--End--
Enabling replication
Reenabling replication after the servers are upgraded to Contact Center
Manager Administration Release 7.0 software.
Prerequisites
• Upgrade all Contact Center Manager Administration servers to Release
7.0., starting with the server that is the Master Schema owner.
Procedure steps
Step Action
1 Log on to the new Primary Contact Center Manager Administration server

as an administrator.
2 Click Start, Run.
4 Click OK.

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6 Enter repadmin /options +ENABLEOUTBOUND_REPL.
8 Log on to the new Secondary Contact Center Manager Administration
server as an administrator.
9 Click Start, Run.
11 Click OK.
13 Enter repadmin /options +ENABLEOUTBOUND_REPL.
The ADAM schema on the Contact Center Manager Administration server
that is the Master Schema owner is automatically replicated to the
secondary CCMA replication servers. This can take several minutes.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
patch installation
This chapter describes the tasks you to install Service Updates (SU), Service
Update Supplements (SUS), and Designer Patches (DP) on the Contact
Center Manager Administration server.
Prerequisites to Contact Center Manager Administration patch

installation
Contact Center Manager Administration patch installation

procedures
patches on the Contact Center Manager Administration server. To link to any
task, go to Contact Center Manager Administration patch installation
Contact Center Manager Administration patch installation procedures

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Contact Center Manager Administration patch installation
Contact Center Manager Administration patch installation navigation

• Installing Contact Center Manager Administration software patches
(page 186)
Installing Contact Center Manager Administration software patches

Install the latest Contact Center Manager Administration software service
updates and service update supplements to ensure that you have the most
current development updates.
Prerequisites
— service updates (for example, CCMA_7.0_SU_01)
— service update supplements (for example, CCMA_7.0_SUS_01,
CCMA_7.0_SUS_02)
— designer patches (for example, CCMA_7.0_DP_010201)
Procedure steps
Step Action
1 On the Contact Center Manager Administration server, navigate to the

folder where you downloaded the patches.
patch.
--End--

Upgrade and Patches
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Security Framework
migrations and patches
• Security Framework migration (page 188)
• Security Framework patch installation (page 192)

Upgrade and Patches
NN44400-410 01.08 Standard
Security Framework migration
This chapter describes the tasks you perform to migrate Security Framework
to a new server.
Because there is no database migration with Security Framework, the

migration is basically a fresh installation of Security Framework on the new
server.
Prerequisites to Security Framework migration

• Ensure that your new server meets all requirements for Contact Center
7.0, as described in Nortel Contact Center Planning and Engineering
(NN44400-210).
(page 394).
Security Framework migration procedures

Server Utility 7.0 to a new server. To link to any task, go to Security
Framework migration navigation (page 189).

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Security Framework migration procedures
Security Framework migration navigation

• Installing the Security Framework software on the new server (page 189)
Job aid: Timing

The estimated time to migrate Security Framework is 30 minutes.
Installing the Security Framework software on the new server

Install the Server Utility 7.0 software on the new server to monitor and
configure the user accounts, database logons, access classes, serial ports,
switch resources and server settings from a stand-alone computer.
Prerequisites
• Install Windows Server 2003 Release 2 on the server. See Installing
• Configure Windows Server 2003 Release 2.on the server. See

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• Download the latest Security Framework and Common Component
Procedure steps
Step Action
1 Insert the Contact Center DVD into the DVD-ROM drive of your new server.
2 If the installation does not automatically start, click setup.exe.
and repeat step 2.
7 Click Next.
9 Select Security Framework.
10 Click Next.
11 In the Installation Destination window, select the Application
Destination Drive.
14 Click Next.
presented.
16 Click Install.
--End--

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Variable Definition
Application Destination Drive The location for installing the Security Framework
software on the server. The drive must have a
minimum of 20 GB of disk space. The default is
installed on drive D.
HTTPS Port Number The port number for the Secure Hypertext Transfer
Protocol (HTTPS) for request/responses between

Upgrade and Patches
NN44400-410 01.08 Standard
Security Framework patch installation
Security Framework server.
Prerequisites to Security Framework patch installation

Security Framework patch installation procedures

on the Security Framework server. To link to any task, go to Security
Framework patch installation navigation (page 193).
Security Framework patch installation procedures

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Security Framework patch installation
Security Framework patch installation navigation

• Installing the Security Framework patches (page 193)
Installing the Security Framework patches

Install the latest Security Framework service updates and service update
supplements to ensure that you install software that represents the current
patches and service updates.
Prerequisites
• Download the latest Security Framework and Common Components
(CCCC) service updates. See Downloading the latest Contact Center
— service updates (for example, SF_7.0_SU_01)
— service update supplements (for example, SF_7.0_SUS_01,
SF_7.0_SUS_02)
— designer patches (for example, SF_7.0_DP_010201)
Procedure steps
Step Action
1 On the Security Framework server, navigate to the folder where you

patch.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
Communication Control
Toolkit upgrades,
migration upgrade (new server) (page 205)
migration upgrade (new server) (page 223)
• Communication Control Toolkit 7.0 migration (page 233)
• Communication Control Toolkit patch installation (page 231)

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NN44400-410 01.08 Standard
Communication Control Toolkit 5.0 to
Communication Control Toolkit 7.0
This chapter describes the tasks you perform to upgrade your Communication
Control Toolkit software from Release 5.0 to Release 7.0 on the same server.
Prerequisites to Communication Control Toolkit 5.0 to

Communication Control Toolkit 7.0 upgrade (same server)
(NN44400-210).
• Back up your Communication Control Toolkit 5.0 server. For more

versions of Contact Center software. Nortel recommends that you
back up your server prior to beginning this process.

(page 394).

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Communication Control Toolkit 5.0 to Communication Control Toolkit 7.0 upgrade (same server)
Communication Control Toolkit 5.0 to Communication Control Toolkit

from Communication Control Toolkit 5.0 to Communication Control Toolkit 7.0
on the same server. To link to any task, go to Communication Control Toolkit
5.0 to Communication Control Toolkit 7.0 upgrade (same server) navigation
(page 197).

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procedures
Communication Control Toolkit 5.0 to Communication Control Toolkit 7.0

• Preparing the Communication Control Toolkit 5.0 database (page 199)
• Uninstalling the Communication Control Toolkit 5.0 patches (page 199)

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• Uninstalling the Communication Control Toolkit 5.0 software (page 200)

• Upgrading to Communication Control Toolkit 7.0 (page 202)
Job aid: Timing

database size)

Install the Communication Control Toolkit data extraction patch to install a
special database migration tool that you use to convert the Communication
Control Toolkit 5.0 database to a format compatible with Contact Center 7.0.
Prerequisites
Procedure steps
Step Action
3 Click Install.
Migration Tool.
--End--

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Preparing the Communication Control Toolkit 5.0 database

Prepare the Communication Control Toolkit 5.0 database for migration to
Prerequisites
Procedure steps
Step Action
1 On the Communication Control Toolkit 5.0 server, click Start, All

list, select CCT 5.0.
to store the Communication Control Toolkit 5.0 database.
OR
Communication Control Toolkit 5.0 database.
4 Click Begin.
--End--
Uninstalling the Communication Control Toolkit 5.0 patches

Uninstall the Communication Control Toolkit 5.0 patches to prepare the server
for the uninstallation of the Communication Control Toolkit 5.0 software.
Prerequisites
• Back up the Communication Control Toolkit Server 5.0 database.
• Create a Platform Recovery Disk for the Communication Control Toolkit
5.0 server.

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patch (page 198).
• Use the migration tool to convert the Communication Control Toolkit 5.0
database. See Preparing the Communication Control Toolkit 5.0 database
(page 199).
Procedure steps
Step Action
1 Log on to the Communication Control Toolkit 5.0 server with administrative

privileges.
2 Click Start, All Programs, Nortel, Communication Control Toolkit,
Nortel Patch Viewer.
3 In the Nortel Communication Control Toolkit - Patch Viewer dialog box,
click Uninstall All.
A message box appears prompting you to confirm the uninstallation.
4 Click Yes.
5 Click Exit to close the Patch Viewer.
--End--
Uninstalling the Communication Control Toolkit 5.0 software

Uninstall the Communication Control Toolkit 5.0 software to prepare the
server for the installation of the Communication Control Toolkit 7.0 software.
Prerequisites
• Uninstall all Communication Control Toolkit patches. See Uninstalling the
Communication Control Toolkit 5.0 patches (page 199).
Procedure steps
Step Action
1 Log on to the Communication Control Toolkit server with the local

administrator user ID and password.

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4 In the Add or Remove Programs window, select Communication Control

Toolkit 5.0.
5 Click Remove.
A message box appears prompting you to confirm the remove action.
6 Click Yes.
A message box appears asking if you want to restart the server.
7 Click No.
8 Manually remove the following items:
• CMF
• Logs
• Records
• SQL
• TAPI
• cmfCTI.log
• cmfSP.log
• records.txt
• any shortcuts to files
Attention: You must also delete the Nortel folder and its contents from the Registry
Editor.
9 To delete the database files, you must manually remove the following files
after you uninstall the Communication Control Toolkit database:
• Data NCCT.mdf (located at <Default drive>\Program Files\Microsoft
SQL Server\MSSQL$NNCCTDB\)
• NCCT_Log.ldf (located at <Default drive>\Program Files\Microsoft SQL
Server\MSSQL$NNCCTDB\)
--End--

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Upgrading to Communication Control Toolkit 7.0

Upgrade to Communication Control Toolkit to install the latest software on
your server and restore the Communication Control Toolkit database.
Prerequisites
• Ensure all hardware meets the requirements described in Nortel Contact
Center Planning and Engineering (NN44400-210).
• Uninstall the Communication Control Toolkit 5.0 software. See
Uninstalling the Communication Control Toolkit 5.0 software (page 200).
• Download the latest Communication Control Toolkit (CCT) and Common
Component (CCCC) service updates to the server. See Downloading the
Procedure steps
Step Action
and repeat step 2.
7 Click Next.
release.

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9 Under Communication Control Toolkit, select Contact Center Feature

Set .
10 In the Product Upgrade window, if you want to automatically restore the
Communication Control Toolkit database during the upgrade, select Import
existing data to Communication Control Toolkit (CCT).
11 Beside Backup Location, select 5.0 from the list.
12 Click Browse and navigate to the location of the backed up Communication
Control Toolkit 5.0 database.
14 Click Next.
Destination Drive.
17 Under Install Communication Control Toolkit database to, select the
drive for the Communication Control Toolkit database.
20 Click Next.
22 Click Next.
each tab.
24 Click Next.
presented.
26 Click Install.
software, database software, and the Contact Center database.

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--End--
Procedure job aid

The following table provides a list of common Communication Control Toolkit
Variable Value
Application Destination Drive The location for installing the Communication
Control Toolkit software. The drive must have a
minimum of 20 GB of disk space.
Database Destination Drive The location for installing the Communication
Control Toolkit cache database. The database
partition size must be equal to or greater than the
total size of all database partitions for the previous
software release.

Upgrade and Patches
NN44400-410 01.08 Standard
migration upgrade (new server)
Control Toolkit software from Release 5.0 to Release 7.0 and migrate your
database to a new server.
This chapter also describes the procedures needed to migrate the database
to a new server after installation has already occurred.

Communication Control Toolkit 7.0 migration upgrade (new server)
support. This patch converts your Communication Control Toolkit 5.0
database to a format compatible with Communication Control Toolkit 7.0.
(page 394).

on a new server. To link to any task, go to Communication Control Toolkit 5.0
to Communication Control Toolkit 7.0 migration upgrade (new server)

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Communication Control Toolkit 5.0 to Communication Control Toolkit 7.0 migration upgrade (new server)
Communication Control Toolkit 5.0 to Communication Control Toolkit 7.0 migration upgrade (new
server) procedures

• Installing the Communication Control Toolkit 7.0 software on the new
server (page 208)

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• Synchronizing the Communication Control Toolkit database (page 211)
Job aid: Timing

database size)

Prerequisites
Procedure steps
Step Action
3 Click Install.
Migration Tool.
--End--

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Prerequisites
• Install the Communication Control Toolkit data extraction patch. See
Installing the data extraction patch (page 207)
Procedure steps
Step Action
1 On the Communication Control Toolkit server, click Start, All Programs,

OR
4 Click Begin.
--End--
Installing the Communication Control Toolkit 7.0 software on the new

server
Install the Communication Control Toolkit 7.0 software on the new server to
Prerequisites
• Ensure your server hardware meets all requirements described in Nortel

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• Prepare the Communication Control Toolkit 5.0 database for migration to

Communication Control Toolkit 7.0. See Preparing the Communication
Control Toolkit 5.0 database (page 208).
2.

(page 393).
• Configure a remote access tool on the server. Nortel recommends that
you use LogMeIn Rescue or Microsoft Remote Desktop. For more
information, see the LogMeIn Web site (www.logmein.com) or Enabling
Microsoft Remote Desktop connection (page 393).
• Map a drive to the location of the backed up Communication Control
Toolkit 5.0 database.
Procedure steps
Step Action

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and repeat step 2.
7 Click Next.
release.

Set.
10 In the Product Upgrade window, select Import existing data to
Communication Control Toolkit (CCT).
Control Toolkit 5.0 database. This must precisely match the location you
specified when backing up the R5.0 Database. See Preparing the
Communication Control Toolkit 5.0 database (page 208).
14 Click Next.
20 Click Next.

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22 Click Next.
each tab.
24 Click Next.
presented.
26 Click Install.
--End--
Procedure job aid

Variable Value
Control Toolkit cache database. The disk size must
be equal to or greater than the total size of all
database partitions for the previous software
release.
Synchronizing the Communication Control Toolkit database

If you kept your Contact Center 5.0 servers running while installing
Communication Control Toolkit 7.0 on the new server, optionally, you can

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Prerequisites
• Use the database migration tool to prepare the Communication Control
Toolkit 5.0 database. See Preparing the Communication Control Toolkit
• On the new server, map a drive to the location of the Communication
Control Toolkit database backup.
• Know the location of the backed up R5.0 Database. See Preparing the
Procedure steps
Step Action

Locations.
5 In the UNC Path box, type the exact location of the Communication Control
Toolkit 5.0 database in the format \\Computer Name\Folder\Backup
Location.

Name\Account Name.
8 Click OK.
9 In the left pane, select Migration.
10 From the Application list, select CCT 5.0.
backed up the Communication Control Toolkit 5.0 database.
12 Click Migrate.
--End--

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NN44400-410 01.08 Standard
Control Toolkit software from Release 6.0 to Release 7.0 on the same server.

Communication Control Toolkit 7.0 upgrade (same server)
(NN44400-210).
• Back up your Communication Control Toolkit 6.0 server. For more


(page 394).

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on the same server. To link to any task, go to Communication Control Toolkit
6.0 to Communication Control Toolkit 7.0 upgrade (same server) navigation
(page 215).

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procedures

• Uninstalling the Communication Control Toolkit 6.0 patches (page 217)

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• Upgrading to Communication Control Toolkit 7.0 (page 220)
Job aid: Timing

database size)

Prerequisites
Procedure steps
Step Action
3 Click Install.
Migration Tool.
--End--

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Prerequisites
Procedure steps
Step Action

OR
4 Click Begin.
--End--
Uninstalling the Communication Control Toolkit 6.0 patches

Uninstall the Communication Control Toolkit 6.0 patches to prepare the server
for the uninstallation of the Communication Control Toolkit 6.0 software.
Prerequisites
• Back up the Communication Control Toolkit Server 6.0 database.
• Create a Platform Recovery Disk for the Communication Control Toolkit
6.0 server.

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patch (page 216).
• Use the migration tool to convert the Communication Control Toolkit 6.0
database. See Preparing the Communication Control Toolkit 6.0 database
(page 217).
Procedure steps
Step Action
1 Log on to the Communication Control Toolkit 6.0 server with administrative

privileges.
2 Click Start, All Programs, Nortel, Communication Control Toolkit,
Nortel Patch Viewer.
3 In the Nortel Communication Control Toolkit - Patch Viewer dialog box,
click Uninstall All.
A message box appears prompting you to confirm the uninstallation.
4 Click Yes.
5 Click Exit to close the Patch Viewer.
--End--

Prerequisites
Communication Control Toolkit 6.0 patches (page 217).
Procedure steps
Step Action


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4 In the Add or Remove Programs window, select Communication Control

Toolkit 6.0.
5 Click Remove.
6 Click Yes.
7 Click No.
• CMF
• Logs
• Records
• SQL
• TAPI
• cmfCTI.log
• cmfSP.log
• records.txt
Editor.
--End--

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Upgrading to Communication Control Toolkit 7.0

Upgrade to Communication Control Toolkit to install the latest software on
your server and restore the Communication Control Toolkit database.
Prerequisites
• Ensure all hardware meets the requirements described in Nortel Contact
Center Planning and Engineering (NN44400-210).
• Uninstall the Communication Control Toolkit 6.0 software. See
Uninstalling the Communication Control Toolkit 6.0 software (page 218).
Procedure steps
Step Action
and repeat step 2.
7 Click Next.
release.

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Set .
Communication Control Toolkit database during the upgrade, select Import
existing data to Communication Control Toolkit (CCT).
Control Toolkit 6.0 database.
14 Click Next.
Destination Drive.
20 Click Next.
22 Click Next.
each tab.
24 Click Next.
presented.
26 Click Install.

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--End--
Procedure job aid

Variable Value
Control Toolkit cache database. The database
partition size must be equal to or greater than the
total size of all database partitions for the previous
software release.

Upgrade and Patches
NN44400-410 01.08 Standard
Control Toolkit software from Release 6.0 to Release 7.0 and migrate your
database to a new server.
This chapter also describes the procedures needed to migrate the database
to a new server after installation has already occurred.

Communication Control Toolkit 7.0 migration upgrade (new server)
support. This patch converts your Communication Control Toolkit 6.0
database to a format compatible with Communication Control Toolkit 7.0.
(page 394).

on a new server. To link to any task, go to Communication Control Toolkit 6.0
to Communication Control Toolkit 7.0 migration upgrade (new server)

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Communication Control Toolkit 6.0 to Communication Control Toolkit 7.0 migration upgrade (new
server) procedures

server (page 226)

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Job aid: Timing

database size)

Prerequisites
Procedure steps
Step Action
3 Click Install.
Migration Tool.
--End--

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Prerequisites
• Install the Communication Control Toolkit data extraction patch. See
Installing the data extraction patch (page 225)
Procedure steps
Step Action

OR
4 Click Begin.
--End--

server
Install the Communication Control Toolkit 7.0 software on the new server to
Prerequisites

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• Prepare the Communication Control Toolkit 6.0 database for migration to

Communication Control Toolkit 7.0. See Preparing the Communication
Control Toolkit 6.0 database (page 226).
2.

(page 393).
Toolkit 6.0 database.
Procedure steps
Step Action

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and repeat step 2.
7 Click Next.
release.

Set.
14 Click Next.
20 Click Next.

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22 Click Next.
each tab.
24 Click Next.
presented.
26 Click Install.
--End--
Procedure job aid

Variable Value
Control Toolkit cache database. The disk size must
be equal to or greater than the total size of all
release.

If you kept your Contact Center 6.0 servers running while installing
Communication Control Toolkit 7.0 on the new server, optionally, you can

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- 230 -
Prerequisites
• Use the database migration tool to prepare the Communication Control
Toolkit 6.0 database. See Preparing the Communication Control Toolkit
• On the new server, map a drive to the location of the Communication
Control Toolkit database backup.
Procedure steps
Step Action

Locations.
5 In the UNC Path box, type the exact location of the Communication Control
Toolkit 6.0 database in the format \\Computer Name\Folder\Backup
Location.

Name\Account Name.
8 Click OK.
9 In the left pane, select Migration.
10 From the Application list, select CCT 6.0.
backed up the Communication Control Toolkit 6.0 database.
12 Click Migrate.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
Communication Control Toolkit patch
installation
This chapter describes the tasks you to install Service Updates (SU), Service
Update Supplements (SUS), and Designer Patches (DP) on the
Prerequisites to Communication Control Toolkit patch installation

Communication Control Toolkit patch installation procedures

patches on the Communication Control Toolkit. To link to any task, go to
Communication Control Toolkit patch installation navigation (page 231).
Communication Control Toolkit patch installation procedures
Communication Control Toolkit patch installation navigation

• Installing Communication Control Toolkit software patches (page 232)

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Communication Control Toolkit patch installation
Installing Communication Control Toolkit software patches

Install the latest Communication Control Toolkit software service updates and
service update supplements to ensure that you have the most current
Prerequisites
Components (CCCC) service updates. See Downloading the latest
— service updates (for example, CCT_7.0_SU_01)
— service update supplements (for example, CCT_7.0_SUS_01,
CCT_7.0_SUS_02)
— designer patches (for example, CCT_7.0_DP_010201)
Procedure steps
Step Action
1 On the Communication Control Toolkit server, navigate to the folder where

you downloaded the patches.
patch.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
migration
This chapter describes the tasks you perform to migrate Communication
Control Toolkit 7.0 to a new server.
Prerequisites for Communication Control Toolkit 7.0 migration

(page 394).
Communication Control Toolkit 7.0 migration tasks

Communication Control Toolkit. To link to any procedure, go to
Communication Control Toolkit 7.0 migration navigation (page 234).

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Communication Control Toolkit 7.0 migration
Communication Control Toolkit migration 7.0 procedures
Communication Control Toolkit 7.0 migration navigation

• Backing up Communication Control Toolkit 7.0 database (page 234)
server (page 235)
Backing up Communication Control Toolkit 7.0 database

Back up Communication Control Toolkit 7.0 database so you can restore it on
the new server after you install the Contact Center software.

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Procedure steps
Step Action

Locations.
5 In the UNC Path box, type the location of the Communication Control Toolkit
6.0 database in the format \\Computer Name\Folder\Backup Location.

Name\Account Name.
8 Click OK.
9 In the left pane, select Immediate Backup.
11 In the Applications section, select CCT.
the backup.
13 Click OK.
--End--

server
Install the Communication Control Toolkit 7.0 software on the new server and
migrate the database to new hardware.

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Prerequisites
• Ensure your hardware meets the requirements for Contact Center 7.0, as
(NN44400-210).
• Back up the Communication Control Toolkit 7.0 database. See Backing up
2.

(page 393)
Toolkit database.
Procedure steps
Step Action

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and repeat step 2.
7 Click Next.
Set.
Control Toolkit database.
14 Click Next.
Destination Drive.
20 Click Next.
If the System Readiness Check returns a Fail, the software installation
21 Click Next.

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each tab.
23 Click Next.
presented.
25 Click Install.
--End--
Procedure job aid

Variable Value
Control Toolkit cache database. The drive must
have a minimum of 20 GB of disk space.

If you kept your old Contact Center servers running while installing
Communication Control Toolkit 7.0 on a new server, optionally, you can
synchronize the database to migrate the data to the new server.
Prerequisites
• Take a new backup of the old Communication Control Toolkit database.
See Backing up Communication Control Toolkit 7.0 database (page 234).
• On the new server, map a drive to the Communication Control Toolkit
database backup.

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Procedure steps
Step Action

Locations.

Name\Account Name.
8 Click OK.
11 In the Application section, select CCT.
backed up Communication Control Toolkit database.
14 Click OK.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
Co-resident server
upgrades, migrations, and
patches
• Co-resident server 6.0 to co-resident server 7.0 upgrade (same server)
(page 241)
• Co-resident server 6.0 to co-resident server 7.0 migration upgrade (new
server) (page 262)

Upgrade and Patches
NN44400-410 01.08 Standard
Co-resident server 6.0 to co-resident
server 7.0 upgrade (same server)
This chapter describes the tasks you perform to upgrade your co-resident
server for Contact Center 6.0 software to a Contact Center 7.0 co-resident
server on the same server.
A typical co-resident server for smaller contact centers includes the following
server software:
• Contact Center Server Utility
• Contact Center License Manager
Prerequisites to co-resident server 6.0 to co-resident server 7.0

(NN44400-210).
• Back up the Contact Center Manager Server 6.0 database and the
Communication Control Toolkit 6.0 database. For more information, refer
to your Contact Center 6.0 documentation.
• If the Database Integration Service is configured on the server, the
Database Integration Service backup and restore is not included in the
Contact Center restore process. Use the Database Integration Wizard to
back up the configuration. For more information, see Nortel Contact
Center Server Administration (NN44400-610).

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Co-resident server 6.0 to co-resident server 7.0 upgrade (same server)
• Create a Platform Recovery Disk, or if using the RAID solution, remove


support. This patch converts your Contact Center 6.0 databases to a
format compatible with Contact Center Manager Server 7.0.
(page 394).
Co-resident server 6.0 to co-resident server 7.0 upgrade (same

server) procedures
from a Contact Center 6.0 co-resident server to a Contact Center 7.0 co-
resident server on the same server. To link to any task, go to Co-resident
server 6.0 to co-resident server 7.0 upgrade (same server) navigation
(page 244).

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Co-resident server 6.0 to co-resident server 7.0 upgrade (same server) procedures

Upgrade and Patches
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navigation
• Uninstalling the Contact Center 6.0 patches (page 248)
• Uninstalling the Server Utility 6.0 software (page 249)
(page 251)
• Uninstalling the License Manager 6.0 software (page 252)
• Uninstalling the Contact Center Manager Server 6.0 software (page 252)
• Installing Contact Center 7.0 server software (page 254)
Job aid: Timing

database size)
• Upgrading the server software: 2 hours

Prerequisites

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administrator.
Procedure steps
Step Action

Configuration.
4 On the Contact Center Manager Administration - Backup And Restore
up.
7 Click Next.
9 Click Next.
the backup.
13 Click Finish.
--End--

Install the data extraction patch to install a special database migration tool that
you use to convert the Contact Center 6.0 database to a format compatible
with Contact Center 7.0.

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Prerequisites
Procedure steps
Step Action
2 On the Patch Wizard dialog box, click Next.
3 Click Install.
Migration Tool.
--End--

Prerequisites

(NN44400-610).
Procedure steps
Step Action

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2 On the Contact Center Migration dialog box, from the Application Type
OR
4 Click Begin.
--End--

Prerequisites
Procedure steps
Step Action

OR
4 Click Begin.

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--End--
Uninstalling the Contact Center 6.0 patches

Uninstall the Contact Center 6.0 software patches to prepare for the
uninstallation of the Contact Center 6.0 software. The software patches for
Contact Center Manager Server, Contact Center Manager Administration,
Communication Control Toolkit, Contact Center Server Utility, and Contact
Center License Manager must be uninstalled.
Prerequisites
• Back up the Contact Center Manager Server and Communication Control
Toolkit databases.
• Create a Platform Recovery Disk.
• Use the migration tool to convert the Contact Center Manager Server and
Communication Control Toolkit databases.
Procedure steps
Step Action
1 Log onto the co-resident server with administrative privileges.

2 Click Start, All Programs, Nortel Contact Center, Manager Server, PEP
Viewer.
3 On the Patch Manager dialog box, click Uninstall All.
4 Click Start, All Programs, Nortel Contact Center, Manager
Administration, PEP Viewer.
6 Click Start, All Programs, Nortel Contact Center, License Manager,
Patch Viewer.
8 Click Start, All Programs, Nortel Contact Center, Server Utility, Patch
Viewer.
10 Click Yes.
12 Click Start, All Programs, Nortel Contact Center, Communication
Control Toolkit, PEP Viewer.

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--End--
Uninstalling the Server Utility 6.0 software

Uninstall the Server Utility 6.0 software to prepare the server for the
Prerequisites
• Uninstall the Server Utility patches. See Uninstalling the Contact Center
6.0 patches (page 248).
Procedure steps
Step Action

3 On the Add or Remove Programs window, select Server Utility.
4 Click Remove.
A message box appears, prompting you to confirm the remove action.
5 Click Yes.
6 When the uninstallation is complete, verify that Server Utility does not
appear in the Add or Remove Programs window.
--End--


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Prerequisites
Contact Center 6.0 patches (page 248).
Procedure steps
Step Action

4 On the Add or Remove Programs window, select Communication
Control Toolkit 6.0.
5 Click Remove.
6 Click Yes.
7 Click No.
• CMF
• Logs
• Records
• SQL
• TAPI
• cmfCTI.log
• cmfSP.log
• records.txt
Editor.

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--End--

preserving customer data to prepare the server for the installation of the
Contact Center Manager Administration 7.0 software.
Prerequisites
• Back up the CCMA 6.0 data. See Backing up Contact Center Manager
Administration 6.0 (page 244).
• Uninstall the Contact Center Manager Administration patches. See
Uninstalling the Contact Center 6.0 patches (page 248).
Procedure steps
Step Action
1 On the Contact Center Manager Administration 6.0 server, click Start,

Control Panel, Add or Remove Programs.
2 Select Nortel Contact Center Manager Administration.
4 Click Remove.
5 In the Add or Remove Programs window, verify that Nortel Contact
Center Manager Administration does not appear.
6 Close all windows and restart the server.
--End--

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Uninstalling the License Manager 6.0 software

Uninstall the License Manager 6.0 software to prepare the server for the
Prerequisites
• Uninstall the License Manager 6.0 patches. See Uninstalling the Contact
Center 6.0 patches (page 248).
Procedure steps
Step Action

3 On the Add or Remove Programs dialog box, select License Manager.
4 Click Remove.
5 Click Yes.
6 After the uninstallation is complete, confirm that License Manager does not
appear on the Add or Remove Programs dialog box.
--End--
Uninstalling the Contact Center Manager Server 6.0 software

Uninstall the Contact Center Manager Server 6.0 software to prepare the
Prerequisites
• Uninstall any Contact Center 6.0 patches on the system. See Uninstalling
the Contact Center 6.0 patches (page 248)
Procedure steps
Step Action

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2 Shut down the CCMS services.

4 On the Add or Remove Programs window, select Contact Center
Manager Server.
5 Click Remove.
6 Click Yes.
7 When the uninstall is complete, verify that Contact Center Manager Server
does not appear in the Add or Remove Programs window.
contents.
--End--

Procedure steps
Step Action


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Cancel.
7 Click OK.
agreement option.
10 Click Next.
name.
14 Click Next.
want to install.
16 Click Next.
folder.
18 Click Next.
Next.
--End--
Installing Contact Center 7.0 server software

Install the Contact Center Manager Server, Contact Center License Manager,
Contact Center Server Utility, Contact Center Manager Administration,
Communication Control Toolkit 7.0 to install the latest Contact Center
software on the server and restore the database.

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Prerequisites
• Uninstall all Contact Center 6.0 patches. See Uninstalling the Contact
Center 6.0 patches (page 248).
• Uninstall all of the Contact Center 6.0 software.
• Download the latest Contact Center Manager Server (CCMS), Contact
Center License Manager (CCLM), Contact Center Server Utility (CCSU),
Contact Center Manager Administration (CCMA), Communication Control
Toolkit (CCT), and Common Component (CCCC) service updates to the
server. See Downloading the latest Contact Center service updates to the
server (page 394)
features to select.
Procedure steps
Step Action
and repeat step 2.
4 On the Welcome window, click Next.
5 On the License Agreement window, read the terms of the agreement.
7 Click Next.
8 On the Custom Setup window, select the Switch Type for your system.
Attention: You must select the same switch type used in Contact Center 6.0.


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Set.
14 Click Next.
15 On the Product Upgrade window, select Import existing data to Contact
19 On the Product Upgrade window, select Import existing data to
23 On the Product Data Upgrade screen, select the Import existing data to
24 Click Next.
25 On the Installation Destination window, on the Application Destination
Drive.
30 Click Next.

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32 Click Next.
33 On the Installation Data window, complete all of the installation details for
each tab.
34 Click Next.
35 On the Ready to Install window, review and verify the information that is
presented.
36 Click Install.
--End--
Procedure job aid

Variable Value
software must be drive D, in the folder Nortel. The
drive must have a minimum of 16 GB of disk space.
Backup location The location where the Contact Center 6.0 data is
backed up.
Contact Center software.
Center software at the company.
(1 of 2)

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Variable Value
Database Destination Drive The location for installing the Contact Center cache
database. The database partition size must be
equal to or greater than the total size of all
release. The Contact Center Manager Server,
Contact Center Manager Administration, and
Communication Control Toolkit databases must all
be on the same partition.
subnet.
optionally, CallPilot) are connected.
239.255.255.255. The default is 230.0.0.1.
Site Name The site name for the Contact Center.
(2 of 2)

variables.

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Variable Value
Meridian 1 switch.
number is 5060.

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- 260 -
Variable Value
platforms.
Servers.

servers.
switch environment.
(CCAD).

Address
(1 of 2)

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Variable Value
(2 of 2)
The following table provides a list of items to enter on the CCMA tab.
Variable Value

Upgrade and Patches
NN44400-410 01.08 Standard
Co-resident server 6.0 to co-resident
server 7.0 migration upgrade (new
server)
This chapter describes the tasks you perform to upgrade your co-resident
server for Contact Center 6.0 software to a Contact Center 7.0 co-resident
server on a new server.
A typical co-resident server for smaller contact centers includes the following
server software:
• Contact Center Server Utility
• Contact Center License Manager
Prerequisites to co-resident server 6.0 to co-resident server 7.0

(NN44400-210).

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Co-resident server 6.0 to co-resident server 7.0 migration upgrade (new server)
Attention: Contact Center 7.0 requires Windows Server 2003

Service Pack 2.
• Back up the Contact Center Manager Server 6.0 database and the
Communication Control Toolkit 6.0 database. For more information, refer
to your Contact Center 6.0 documentation.
• If the Database Integration Service is configured on the server, the
Database Integration Service backup and restore is not included in the
Contact Center restore process. Use the Database Integration Wizard to
back up the configuration. For more information, see Nortel Contact
Center Server Administration (NN44400-610).
support. This patch converts your Contact Center 6.0 databases to a
format compatible with Contact Center Manager Server 7.0.
(page 394).
Co-resident server 6.0 to co-resident server 7.0 migration upgrade

(new server) procedures
from a Contact Center 6.0 co-resident server to a Contact Center 7.0 co-
resident server on a new server. To link to any task, go to Co-resident server
6.0 to co-resident server 7.0 migration upgrade (new server) navigation
(page 265).

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Co-resident server 6.0 to co-resident server 7.0 migration upgrade (new server) procedures

Upgrade and Patches
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- 265 -
Co-resident server 6.0 to co-resident server 7.0 migration upgrade (new server) procedures
continued
Co-resident server 6.0 to co-resident server 7.0 migration upgrade (new

server) navigation

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• Installing Contact Center 7.0 server software (page 276)
(page 282)
(page 284)
Job aid: Timing

database size)

Prerequisites
administrator.
Procedure steps
Step Action

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Configuration.
up.
7 Click Next.
9 Click Next.
the backup.
13 Click Finish.
--End--

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you use to convert the Contact Center 6.0 database to a format compatible
with Contact Center 7.0.
Prerequisites
Procedure steps
Step Action
3 Click Install.
Migration Tool.
--End--

Prerequisites

(NN44400-610).

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Procedure steps
Step Action
OR
4 Click Begin.
--End--

Prerequisites
Procedure steps
Step Action


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OR
4 Click Begin.
--End--

Prerequisites
Procedure steps
Step Action

4 Select ASP.NET.
6 Click Details.
9 Click OK.
--End--

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Prerequisites
Procedure steps
Step Action

administrator.
drive.
Cancel.
Open Client.
7 Click Next.
9 On the Choose Directory dialog box, click Next.
10 On the Summary dialog box, click Next.
11 On the Create Directory dialog box, click Yes to confirm the name of the

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version 3.5.2.
system DLLs.
15 On the Install Complete message box, click OK.
--End--

Prerequisites
Procedure steps
Step Action

3 Click OK.
5 Press Enter.
DVD-ROM).
9 Press Enter.

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--End--
Variable Definition

Prerequisites
Procedure steps
Step Action

(ODBC).
2 On the ODBC Data Source Administrator dialog box, click the Drivers
tab.
4 Click OK.
xcopy command.

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--End--

Procedure steps
Step Action

Cancel.
7 Click OK.
agreement option.
10 Click Next.
name.
14 Click Next.
want to install.
16 Click Next.

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folder.
18 Click Next.
Next.
--End--

Procedure steps
Step Action

Prevention tab.
7 Click OK.
8 On the System Properties dialog box, click OK.
--End--

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Installing Contact Center 7.0 server software

Install the Contact Center Manager Server, Contact Center License Manager,
Contact Center Server Utility, Contact Center Manager Administration,
Communication Control Toolkit 7.0 to install the latest Contact Center
software on the server and restore the database.
Prerequisites
• Download the latest Contact Center Manager Server (CCMS), Contact
Center License Manager (CCLM), Contact Center Server Utility (CCSU),
Contact Center Manager Administration (CCMA), Communication Control
Toolkit (CCT), and Common Component (CCCC) service updates to the
server. See Downloading the latest Contact Center service updates to the
server (page 394)
features to select.
Procedure steps
Step Action
and repeat step 2.
7 Click Next.
Attention: You must select the same switch type used in Contact Center 6.0.

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Set.
14 Click Next.
Manager Server 6.0 database. This must precisely match the location you
specified when backing up the R6.0 Database. See Preparing the Contact
19 On the Product Upgrade window, select Import existing data to
23 Click Next.
Drive.
29 Click Next.

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31 Click Next.
each tab.
33 Click Next.
presented.
35 Click Install.
--End--
Procedure job aid

Variable Value
software must be drive D, in the folder Nortel. The
drive must have a minimum of 16 GB of disk space.
Backup location The location where the Contact Center 6.0 data is
backed up. This must precisely match the location
you specified when backing up the R6.0
Databases. See Preparing the Contact Center
Manager Server 6.0 database (page 268) and
Preparing the Communication Control Toolkit 6.0
Contact Center software.
Center software at the company.
(1 of 2)

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- 279 -
Variable Value
Database Destination Drive The location for installing the Contact Center cache
database. The database partition size must be
release. The Contact Center Manager Server,
Contact Center Manager Administration, and
Communication Control Toolkit databases must all
be on the same partition.
subnet.
optionally, CallPilot) are connected.
239.255.255.255. The default is 230.0.0.1.
Site Name The site name for the Contact Center.
(2 of 2)

variables.

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Variable Value
Meridian 1 switch.
number is 5060.

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- 281 -
Variable Value
platforms.
Servers.

servers.
switch environment.
(CCAD).

Address
(1 of 2)

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Variable Value
(2 of 2)
The following table provides a list of items to enter on the CCMA tab:
Variable Value


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Procedure steps
Step Action

Configuration.
6 On the Welcome to the Backup or Restore Wizard dialog box, click Next.
7 On the Backup or Restore dialog box, select Restore files and settings.
8 Click Next.
9 On the What to Restore dialog box, in the left pane, select the back up of
the Contact Center Manager Administration 6.0 database.
12 Click Next.
13 On the Completing the Backup or Restore Wizard dialog box, click
Advanced.
14 On the Where to Restore dialog box, from the Restore files to list, select
Original location.
15 Click Next.
16 On the How to Restore dialog box, select Replace existing files.
17 Click Next.
18 Click Finish.
--End--

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Upgrade the CCMA database to ensure compatibility with the Contact Center
Manager Administration 7.0 software.
Prerequisites
• Install the Contact Center Manager Administration 7.0 software. See
Installing Contact Center 7.0 server software (page 276).
• Restore the backed up Contact Center Manager Administration 6.0
database. See Restoring the Contact Center Manager Administration 6.0
Procedure steps
Step Action
1 Insert the DVD Controller into the DVD ROM drive of the server.
2 Navigate to <CCMA install drive>: \Nortel\Contact Center\Manager
4 On the Contact Center Manager Administration - Upgrade Utility dialog
box, click Browse to navigate to the location of the Contact Center Manager
Administration 6.0 database.
5 Click Upgrade.
--End--

Prerequisites
• Use the database migration tool to prepare the Contact Center Manager
Server 6.0 database. See Preparing the Contact Center Manager Server
• On the new server, map a drive to the location of the Contact Center
Manager Server database backup.

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• Know the location of the backed up R6.0 Database. See Preparing the Contact
Procedure steps
Step Action
1 On the new Contact Center Manager Server, click Start, All Programs,
2 On the Database Maintenance dialog box, in the left pane, click Backup
Locations.
5 In the UNC Path box, type the exact location of the Contact Center Manager
Server 6.0 database in the format \\Computer Name\Folder\Backup
Location.

Name\Account Name.
8 Click OK.
backed up the Contact Center Manager Server 6.0 database.
12 Click Migrate.
14 On the Server Configuration dialog box, click Apply All.
--End--

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If you kept your old Contact Center servers running while installing
Communication Control Toolkit 7.0 on a new server, optionally, you can
synchronize the database to migrate the data to the new server.
Prerequisites
• Take a new backup of the old Communication Control Toolkit database.
See Contact Center 6.0 documentation.
• On the new server, map a drive to the Communication Control Toolkit
database backup.
Procedure steps
Step Action
1 On the Communication Control Toolkit, click Start, All Programs, Nortel,

2 On the Database Maintenance dialog box, in the left pane, click Backup
Locations.
5 In the UNC Path box, type the exact location of the Contact Center Manager

Name\Account Name.
8 Click OK.
11 In the Application section, select CCT.
backed up Communication Control Toolkit database.

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14 Click OK.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
Contact Center Multimedia
patches
• Contact Center Multimedia 6.0 to Contact Center Multimedia 7.0 upgrade
(same server) (page 289)
• Contact Center Multimedia 6.0 to Contact Center Multimedia 7.0 migration
• Contact Center Multimedia 7.0 migration (page 313)
• Contact Center Multimedia patch installation (page 326)

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Contact Center Multimedia 6.0 to
Contact Center Multimedia 7.0 upgrade
(same server)
This chapter describes the tasks you perform to upgrade from Contact Center
Multimedia 6.0 to Contact Center Multimedia 7.0 on the same server.
Prerequisites for Contact Center Multimedia 6.0 to Contact Center

Multimedia 7.0 upgrade (same server)
(NN44400-210).

(page 394).

upgrade (same server) procedures
from Contact Center Multimedia 6.0 to Contact Center Multimedia 7.0 on the
same server. To link to any task, see Contact Center Multimedia 6.0 to
Contact Center Multimedia 7.0 upgrade navigation (page 290).

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Contact Center Multimedia 6.0 to Contact Center Multimedia 7.0 upgrade (same server)
procedures
Contact Center Multimedia 6.0 to Contact Center Multimedia 7.0 upgrade

navigation
• Shutting down the services (page 291)
• Backing up the Contact Center Multimedia database (page 292)
• Uninstalling the Contact Center Multimedia 6.0 patches (page 294)
• Uninstalling the Contact Center Multimedia 6.0 software (page 294)

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• Upgrading to Contact Center Multimedia 7.0 (page 295)
Job aid: Timing

database size)
Shutting down the services

Nortel recommends that you shut down all services except the License,
Starter, and Database services while a backup is performed to eliminate
exceptions.
Procedure steps
Step Action
1 On the Contact Center Multimedia 6.0 server, click Start, All Programs,
Nortel Contact Center, Multimedia Server, CCMM Services Control.
2 On the CCMM Services Control window, under each of the following
services, click Stop:
• CCMM E-mail Manager
• CCMM Manager Client
• CCMM OAM
• CCMM Outbound Scheduler
Attention: Do not stop the License Manager, the CCMM Starter service, or the
Cache Controller service.
3 Click Exit to close the CCMM Service Control window.

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--End--
Backing up the Contact Center Multimedia database

Back up the Contact Center Multimedia database to prepare for the
restoration of the database information during the software upgrade.
Prerequisites
• Shut down the CCMM services. See Shutting down the services
(page 291).
Attention: If you back up a CCMM database without backing up the CCMS

database, this might result in a mismatch in OAM data when you restore.
Nortel recommends that you back up the CCMS database and the CCMM
database at the same time.
Procedure steps
Step Action
1 On the Contact Center Multimedia server, click Start, All Programs, Nortel
Contact Center, Multimedia Server, CCMM Administrator.
2 Type your user ID and password.
3 Expand Contact Center Multimedia.
4 Expand Database Administration.
5 Double-click Backup/Restore Utility.
6 On the CCMM Backup and Restore Utility window, click Backup.
7 On the Backup CCMM Database window, beside Backup to, select
Network.
8 In the Database box, review the folder name for your backup file. To change
the folder, click Browse, and then select the folder.
9 Browse to X:\folder name on the network share\. For example, if the
network drive is X, the mapped folder is backup, and a subfolder is
CCMM_backup, then you browse to X:\CCMM_backup\.
10 If you want to back up the e-mail attachment folders, in the Attachments
box, browse to X:\folder name on the network share. You must back up

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the attachments to the same network folder where you backed up the
database.
Attention: You can only back up your e-mail attachments to a mapped network
drive. Be sure that your network drive contains enough space.
If you do not want to back up the e-mail attachment folders, select the Do
not Backup E-mail Attachments check box, and then skip to step 12.
11 In the E-mail Attachments Source Location box, ensure that the location
matches the e-mail attachment folders on your Multimedia server. Click
Browse to change the path to the e-mail attachment folders.
12 Click Backup Now.
A reminder box appears to remind you of what is currently backed up using
this utility.
13 Click OK to begin the backup.
After the backup is complete, a dialog box appears displaying the contents
of the backup.txt log file.
14 Review the entire backup.txt log file.
If the backup of the Multimedia database is successful, you see Backup
complete. If the backup of e-mail attachments is successful, you see a
number of files copied.
If the Backup failed message appears in the backup.txt file, the Multimedia
database is not backed up. If this occurs, ensure the backup locations are
correct, and the network share or tape is available, has sufficient
permissions, and is not full.
If the 0 files copied message appears in the backup.txt file, the e-mail
attachments are not backed up. If this occurs, ensure the folders to be
backed up are correct, the and backup locations are correct, the network
share or tape is available, has sufficient permissions, and is not full.
15 Click Close.
16 When you make a correction, back up the database and attachment folders
again.
17 Close the Backup Utility.
--End--

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Uninstalling the Contact Center Multimedia 6.0 patches

Uninstall the Contact Center Multimedia 6.0 patches to prepare the server for
the uninstallation of the Contact Center Multimedia 6.0 server software.
Prerequisites
• Back up the Contact Center Multimedia database. See Backing up the
Contact Center Multimedia database (page 292).
• Create a Platform Recovery Disk for the Contact Center Multimedia
server.
Procedure steps
Step Action
1 Log on to the Multimedia server with Local Administrator privileges.

3 Review the Add or Remove Programs window for any service updates or
service update supplements. The names of service updates and service
update supplements begin with the characters CCMM_6.0_SU or
CCMM_6.0_SUS
Attention: You must remove service updates and service update supplements in
the reverse order of the order they were installed.
4 Select the service update or service update supplement to remove, and

then click Remove.
5 In the Add or Remove Programs window, click Yes.
6 On the Uninstallation Complete window, click Finish.
7 Repeat step 4 to step 5 for each service update and service update
supplement.
--End--
Uninstalling the Contact Center Multimedia 6.0 software

Uninstall the Contact Center Multimedia 6.0 software to prepare the server for
the installation of the Release 7.0 software.

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Prerequisites
• Uninstall all patches on the server. See Uninstalling the Contact Center
Multimedia 6.0 patches (page 294).
Procedure steps
Step Action
1 Log on to the Multimedia server with Local Administrator privileges.

3 Select Contact Center - Multimedia.
4 Click Change.
5 On the Installation Change Welcome window, click Next.
6 On the Program Maintenance window, select Remove.
7 Click Next.
8 On the Remove the Program window, click Remove.
9 On the Uninstallation Complete window, click Finish.
11 Delete the following files:
• D:\Nortel\Contact Center Multimedia (where D is the drive on which you
installed the Multimedia software)
• F:\Nortel\Contact Center (where F is the drive on which you installed the
Multimedia database)
• D:\Nortel\Logs (if logs were created)
--End--
Upgrading to Contact Center Multimedia 7.0

Upgrade to Contact Center Multimedia 7.0 to software to install the latest
Contact Center software on the server and restore the database.
Prerequisites
• Uninstall the Contact Center Multimedia 6.0 patches. See Uninstalling the
Contact Center Multimedia 6.0 patches (page 294).

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• Uninstall the Contact Center Multimedia 6.0 software. See Uninstalling the
Contact Center Multimedia 6.0 software (page 294).
• Download the latest Contact Center Multimedia (CCMM) and Common
latest Contact Center service updates to the server (page 394)
Attention: Restoring your CCMM6.0 database is a part of this procedure. If

you restore a CCMM database without restoring the CCMS database, this
might result in a mismatch in OAM data. Nortel recommends that when you
restore a CCMM database, you also restore a corresponding CCMS
database.
Procedure steps
Step Action
3 You must install the Microsoft .NET Framework 3.5 and Visual C++ runtime
3.5 license agreement, click Accept. If prompted to reboot the server, click
Yes and repeat step 2.
7 Click Next.
release.

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9 If this server is the primary Multimedia server, under Contact Center

Multimedia Server (CCMM), select CCMM Primary Server.
OR
If this server is the backup Multimedia server, select CCMM Redundancy
Server.
10 Click Next.
11 On the Product Data Upgrade window, select the Import existing data to
Contact Center Multimedia (CCMM) check box.
13 Click Browse to navigate to the location of the backed up Contact Center
Multimedia 6.0 database.
14 Beside Authentication, type the Domain Name\User Name and
15 Click Next.
18 Under Install Multimedia Server database to, select the drive for the
Multimedia Server Database.
21 Click Next.
23 Click Install.
24 If this is the primary Multimedia server, on the Installation Data window,
complete all of the installation details for the Multimedia - Primary Server
tab.
OR
If this is the backup Multimedia server, complete all of the installation details
for the Multimedia - Redundancy Server tab.

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25 Click Next.
presented.
27 Click Install.
--End--
Variable Definition
Administration Server The name of the server where the Contact Center
Manager Administration software is installed.
Application Destination The drive where the Contact Center Multimedia
server software is installed. The disk size must be
application partitions for the previous release.
Database Destination The drive where the Contact Center Multimedia
database is installed. The disk size must be equal
to or greater than the total size of all database
partitions for the previous software release.
Inbound Mail Server (POP3) The name of the server on which e-mail messages
are received in your network.
License Server The name of the server where the Contact Center
License Manager software is installed.
Manager Server The name of the server where the Contact Center
Manager Server software is installed.
Multimedia server software The drive letter where you install the Contact
Center Multimedia server software. Nortel
recommends that you use drive D to install the
server software.
Outbound Mail Server (SMTP) The name of the server from where e-mail
messages are sent. Your inbound and outbound
mail servers can have the same name.
Predictive Reporting Server The name of the SER Solutions server that
contains the statistics for reporting predictive
outbound data (Portfolio server).
(1 of 2)

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Variable Definition
Predictive Server The name of the SER Solutions application server
where the administration software resides (CPSE2
server).
Telephony Server The name of the server where the Communication
Control Toolkit software is installed.
Using Microsoft An option to use the Microsoft Communication
Communication Server Server in your contact center if Microsoft
Communication Server is installed. If you are using
the Communication Server 1000 for telelphony
calls, you can use the Microsoft Office
Communication Server for multimedia.
Web Communications Server The name of the server where the Web Customer
Interface is installed.
(2 of 2)

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Contact Center Multimedia 6.0 to
Contact Center Multimedia 7.0 migration
upgrade (new server)
This chapter describes the tasks you perform to upgrade from Contact Center
Multimedia 6.0 to Contact Center Multimedia 7.0 on a new server and migrate
the database to the new server.
Prerequisites to Contact Center Multimedia 6.0 to Contact Center

Multimedia 7.0 migration upgrade (new server)
(NN44400-210).
(page 394).

migration upgrade (new server) procedures
your software from Contact Center Multimedia 6.0 to Contact Center
Multimedia 7.0 on a new server. To link to any task, go to Contact Center
Multimedia 6.0 to Contact Center Multimedia 7.0 migration upgrade (new
server) navigation (page 301).

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Contact Center Multimedia 6.0 to Contact Center Multimedia 7.0 migration upgrade (new server)
procedures
Contact Center Multimedia 6.0 to Contact Center Multimedia 7.0 migration

• Backing up the Contact Center Multimedia 6.0 database (page 302)
• Checking the serial port configuration (page 304)
• Installing a modem (page 305)
• Installing the Contact Center Multimedia 7.0 software on the new server
(page 306)
• Synchronizing the Contact Center Multimedia database (page 311)

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Job aid: Timing

database size)
Backing up the Contact Center Multimedia 6.0 database

Back up the Contact Center Multimedia database to enable the restoration of
the database information during the software upgrade.
Prerequisites
• Shut down the CCMM services. See Shutting down the services
(page 291).

Procedure steps
Step Action
1 On the Contact Center Multimedia 6.0 server, click Start, All Programs,
Nortel Contact Center, Multimedia Server, CCMM Administrator.
2 Type your user ID and password.
3 Expand Contact Center Multimedia.
4 Expand Database Administration.
5 Double-click Backup/Restore Utility.
6 In the CCMM Backup and Restore Utility window, click Backup.
7 In the Backup CCMM Database window, beside Backup to, select
Network.

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8 In the Database field, review the folder name for your backup. To change
the folder, click Browse, and then select the folder.
9 Browse to X:\folder name on the network share\. For example, if the
network drive is X, the mapped folder is backup, and a subfolder is
CCMM_backup, then you browse to X:\CCMM_backup\.
10 If you want to back up the e-mail attachment folders, in the Attachments
box, browse to X:\folder name on the network share. If you are backing
up the database to a mapped network folder, you must back up the
attachments to the same location.
Attention: You can only back up your e-mail attachments to a mapped network
drive. Be sure that your network drive contains enough space.
If you do not want to back up the e-mail attachment folders, select the Do
not Backup E-mail Attachments check box, and then skip to step 12.
11 In the E-mail Attachments Source Location box, ensure that the location
matches the e-mail attachment folders on your Multimedia server. Click
Browse to change the path to the e-mail attachment folders.
12 Click Backup Now.
A reminder box appears to remind you of what is currently backed up using
this utility.
13 Click OK to begin the backup.
After the backup is complete, a dialog box appears displaying the contents
of the backup.txt log file.
14 Review the entire backup.txt log file.
If the backup of the Multimedia database is successful, you see Backup
complete. If the backup of e-mail attachments is successful, you see a
number of files copied.
If the Backup failed message appears in the backup.txt file, the Multimedia
database is not backed up. If this occurs, ensure the backup locations are
correct, and the network share or tape is available, has sufficient
permissions, and is not full.
If the 0 files copied message appears in the backup.txt file, the e-mail
attachments are not backed up. If this occurs, ensure the folders to be
backed up are correct, the and backup locations are correct, the network
share or tape is available, has sufficient permissions, and is not full.
15 Click Close.
16 When you make a correction, back up the database and attachment folders
again.
17 Close the Backup Utility.

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--End--
Checking the serial port configuration

Check the serial port configuration on the server that you plan to use for
Contact Center Multimedia 7.0, using the Windows Device Manager. The
serial ports must exist on the Contact Center Multimedia server to ensure
connections for routing the e-mail contacts.
Prerequisites
• Designate COM1 to provide remote support, unless you are using the
Universal Serial Bus (USB) port or Virtual Private Network (VPN) for
remote access.
Procedure steps
Step Action
1 On the server that you plan to use for Contact Center Multimedia 7.0, click
Start, Control Panel, System.
2 Click the Hardware tab.
3 Click the Device Manager.
4 Ensure that the port is installed.
5 Go to the BIOS and correct the address of any missing ports.
6 Double-click Ports (COM and LPT).
7 For COM1, set the base I/O Port Address to 3F8.
8 For COM1, set the IRQ to 4.
--End--

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Installing a modem
Install a serial port or USB modem on the server you plan to use for Contact
Center Multimedia 7.0 to facilitate communication between the internet traffic
and the server for routing.
Prerequisites
• Read the installation instructions supplied by the modem manufacturer, as
the instructions may be different from the following procedure.
Procedure steps
Step Action
1 Connect the modem to the server with the supplied cable.

2 Connect the modem to the analog phone line port.
3 Insert the CD supplied with the modem into the CD-ROM drive on the
server.
4 Ignore the Auto-Run USB application feature.
5 Follow the Windows Found New Hardware Wizard to navigate to the USB
driver on the CD.
6 Install the modem driver and finish the Wizard.
7 Remove and reinsert the CD.
8 When the Auto-Run USB application software on the CD runs again, follow
the instructions to install the software tool that automatically installs the
modem.
--End--
Procedure job aid

The following table shows switch settings for the US Robotics Sporster 33.6
serial modem. Use these settings as a guide to the features required if you
plan to install a different model.
Switch Up Down Feature/Function

position (OFF) (ON)
1 OFF Normal DTR operation (The computer must provide
a DTR signal for the modem to accept commands.
Dropping DTR terminates call).
Modem ignores DTR (override).

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position (OFF) (ON)
2 OFF Verbal (word) results.
Numeric results.
3 Suppresses results codes.
ON Enables results codes.
4 Echoes keyboard commands.
ON Suppresses echo of keyboard commands.
5 Modem answers on first ring, or higher if specified in
NVRAM.
ON Disables auto answer.
6 OFF Modem sends Carrier Detect when it connects with
another modem and drops Carrier Detect on
disconnect.
Carrier Detect is always on (override).
7 OFF Loads Y or Y1 configuration from user-defined
nonvolatile memory (NVRAM).
Loads and F0-Generic template from read-only
memory (ROM).
8 Disables command recognition (dumb mode).
ON Enables command recognition (smart mode).
Installing the Contact Center Multimedia 7.0 software on the new

server
Install the Contact Center Multimedia 7.0 software on the target server to
Prerequisites

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2.

(page 393).
• Map a drive to the location of the backed up Contact Center Multimedia
6.0 database.
Attention: Restoring your CCMM6.0 database is a part of this procedure. If

you restore a CCMM database without restoring the CCMS database, this
might result in a mismatch in OAM data. Nortel recommends that when you
restore a CCMM database, you also restore a corresponding CCMS
database.
Procedure steps
Step Action
3 You must install the Microsoft .NET Framework 3.5 and Visual C++ runtime
3.5 license agreement, click Accept.If prompted to reboot the server, click
Yes and repeat step 2.
7 Click Next.

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release.
9 If this server is the primary Multimedia server, under Contact Center

Multimedia Server (CCMM), select CCMM Primary Server.
OR
If this server is the backup Multimedia server, select CCMM Redundancy
Server.
10 Click Next.
15 Click Next.
21 Click Next.
23 Click Install.

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tab.
OR
25 Click Next.
presented.
27 Click Install.
--End--
Variable Definition
Application Destination Drive The drive where the Contact Center Multimedia
server software is installed. The drive must have
32 GB of disk space.
Database Destination Drive The drive where the Contact Center Multimedia
database is installed. The database partition size
must be equal to or greater than the total size of all
release.
Manager Server The name of the server where the Contact Center
Manager Server software is installed.
server software.
(1 of 2)

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Variable Definition
server).
the Communication Server 1000 for telephony
(2 of 2)

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Synchronizing the Contact Center Multimedia database

If you kept your Contact Center 6.0 servers running while upgrading to
Contact Center Multimedia 7.0 on a new server, optionally, synchronize the
database to migrate the data gathered during the upgrade to the new server.
Prerequisites
• Create a new backup of the Contact Center Multimedia 6.0 database. See
Backing up the Contact Center Multimedia 6.0 database (page 302).
6.0 database.
Attention: If you restore a CCMM database without restoring the CCMS

database, this might result in a mismatch in OAM data. Nortel recommends
that when you restore a CCMM database, you also restore a corresponding
CCMS database.
• Know the the location of the backed up R6.0 Database. See Backing up the
Contact Center Multimedia 6.0 database (page 302).
Procedure steps
Step Action
1 On the Contact Center Multimedia server, click Start, All Programs,

Locations.
Contact Center Multimedia database backup.
5 In the UNC Path box, type the exact location of the Contact Center
Multimedia database in the format \\Computer Name\Folder\Backup
Location.

Name\Account Name.
7 In the Password field, type the user password.
8 Click OK.

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10 In the Application section, select CCMM 6.0.
11 From the Migration Location list, select the network drive containing the
backed up Contact Center Multimedia database.
12 Click Migrate.
--End--

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This chapter describes the tasks you perform to migrate Contact Center
Multimedia 7.0 to a new server.
Prerequisites to Contact Center Multimedia 7.0 migration

(page 394)
Contact Center Multimedia 7.0 migration procedures

Contact Center Multimedia 7.0 to a new server. To link to any task, go to
Contact Center Multimedia 7.0 migration navigation (page 314).

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Contact Center Multimedia 7.0 migration procedures
Contact Center Multimedia 7.0 migration navigation

• Backing up Contact Center Multimedia 7.0 database (page 315)
• Checking the serial port configuration (page 317)
• Installing a modem (page 317)
• Installing the Contact Center Multimedia 7.0 software on the new server
(page 319)
• Synchronizing the Contact Center Multimedia database (page 324)

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Backing up Contact Center Multimedia 7.0 database

Back up Contact Center Multimedia 7.0 database so you can restore it on the
new server after you install the Contact Center software.
Prerequisites
• Shut down the services. See Shutting down the services (page 291).

Procedure steps
Step Action
1 In the Contact Center Multimedia server, click Start, All Programs, Nortel,
Locations.
store the Contact Center Multimedia 7.0 database.

Name\Account Name.
8 Click OK.
11 In the Applications section, select CCMM.
the backup.
13 Click OK.

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--End--

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Checking the serial port configuration

Check the serial port configuration on the server that you plan to use for
Contact Center Multimedia 7.0, using the Windows Device Manager. The
serial ports must exist on the Contact Center Multimedia server to ensure
connections for routing the e-mail contacts.
Prerequisites
• Designate COM1 to provide remote support, unless you are using the
Universal Serial Bus (USB) port or Virtual Private Network (VPN) for
remote access.
Procedure steps
Step Action
1 On the server that you plan to use for Contact Center Multimedia 7.0, click
Start, Control Panel, System.
2 Click the Hardware tab.
3 Click Device Manager.
4 Ensure that the port is installed.
5 Go to the BIOS and correct the address of any missing ports.
6 Double-click Ports (COM and LPT).
7 For COM1, set the base I/O Port Address to 3F8.
8 For COM1, set the IRQ to 4.
--End--
Installing a modem
Install a serial port or USB modem on the server you plan to use for Contact
Center Multimedia 7.0 to facilitate communication between the internet traffic
and the server for routing.
Prerequisites
• Read the installation instructions supplied by the modem manufacturer, as
the instructions may be different from the following procedure.

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Procedure steps
Step Action
1 Connect the modem to the server with the supplied cable.

2 Connect the modem to the analog phone line port.
3 Insert the CD supplied with the modem into the CD-ROM drive on the
server.
4 Ignore the Auto-Run USB application feature.
5 Follow the Windows Found New Hardware Wizard to navigate to the USB
driver on the CD.
6 Install the modem driver and finish the Wizard.
7 Remove and reinsert the CD.
8 When the Auto-Run USB application software on the CD runs again, follow
the instructions to install the software tool that automatically installs the
modem.
--End--
Procedure job aid

The following table shows switch settings for the US Robotics Sporster 33.6
serial modem. Use these settings as a guide to the features required if you
plan to install a different model.

position (OFF) (ON)
1 OFF Normal DTR operation (The computer must provide
a DTR signal for the modem to accept commands.
Dropping DTR terminates call).
Modem ignores DTR (override).
2 OFF Verbal (word) results.
Numeric results.
3 Suppresses results codes.
ON Enables results codes.
4 Echoes keyboard commands.
ON Suppresses echo of keyboard commands.

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position (OFF) (ON)
5 Modem answers on first ring, or higher if specified in
NVRAM.
ON Disables auto answer.
6 OFF Modem sends Carrier Detect when it connects with
another modem and drops Carrier Detect on
disconnect.
Carrier Detect is always on (override).
7 OFF Loads Y or Y1 configuration from user-defined
nonvolatile memory (NVRAM).
Loads and F0-Generic template from read-only
memory (ROM).
8 Disables command recognition (dumb mode).
ON Enables command recognition (smart mode).
Installing the Contact Center Multimedia 7.0 software on the new

server
Install the Contact Center Multimedia software and optionally, restore the
Contact Center Multimedia database.
Prerequisites
• Back up the Contact Center Multimedia 7.0 database. See Backing up
Contact Center Multimedia 7.0 database (page 315).
Attention: Restoring your CCMM backup database is a part of this

procedure. If you restore a CCMM database without restoring the CCMS
CCMS database.

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2.
database.
Procedure steps
Step Action
and repeat step 2.
7 Click Next.
9 If this server is the primary Multimedia server, under Multimedia Server
(CCMM), select Primary Server.
OR
If this server is the backup Multimedia server, select Redundancy Server.
10 Click Next.

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15 Click Next.
21 Click Next.
23 Click Install.
tab.
OR
25 Click Next.
presented.
27 Click Install.

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--End--

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Variable Definition
Application Destination Drive The drive where the Contact Center Multimedia
server software is installed. The drive must have
32 GB of disk space.
Database Destination Drive The drive where the Contact Center Multimedia
database is installed. The drive must have 16 GB
of disk space.
Manager Server The name of the server where the Communication
server software.
server).
the Communication Server 1000 for telephony

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Synchronizing the Contact Center Multimedia database

If you kept your old Contact Center servers running while installing Contact
Center Multimedia 7.0 on a new server, optionally, you can synchronize the
database to migrate the data to the new server.
Prerequisites
• Take a new backup of the old Contact Center Multimedia server. See
Backing up Contact Center Multimedia 7.0 database (page 315).
• On the new server, map a drive to the Contact Center Multimedia
database backup.
Attention: If you restore a CCMM database without restoring the CCMS

CCMS database.
• Know the location of the backed up R6.0 Database. See Backing up Contact
Center Multimedia 7.0 database (page 315).
Procedure steps
Step Action
1 On the Contact Center Multimedia server, click Start, All Programs,

Locations.
Contact Center Multimedia database backup.
5 In the UNC Path box, type the exact location of the Contact Center
Multimedia database in the format \\Computer Name\Folder\Backup
Location.

Name\Account Name.
8 Click OK.

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11 In the Application section, select CCMM.
backed up Contact Center Multimedia database.
14 Click OK.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
Contact Center Multimedia patch
installation
This chapter describes the tasks you complete to install Service Updates
(SU), Service Update Supplements (SUS), and Designer Patches (DP) on the
Contact Center Multimedia.
Prerequisites to Contact Center Multimedia patch installation

Contact Center Multimedia patch installation procedures

patches on the Contact Center Multimedia. To link to any task, go to Contact
Center Multimedia patch installation navigation (page 326).
Contact Center Multimedia patch installation procedures
Contact Center Multimedia patch installation navigation

• Installing Contact Center Multimedia software patches (page 327)

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Contact Center Multimedia patch installation
Installing Contact Center Multimedia software patches

Install the latest Contact Center Multimedia software service updates and
service update supplements to ensure that you have the most current
Prerequisites
— service updates (for example, CCMM_7.0_SU_01)
— service update supplements (for example, CCMM_7.0_SUS_01,
CCMM_7.0_SUS_02)
— designer patches (for example, CCMM_7.0_DP_010201)
Procedure steps
Step Action
1 On the Contact Center Manager Server, navigate to the folder where you
patch.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
Network Control Center
patches
• Network Control Center 5.0 to Network Control Center 7.0 upgrade (same
server) (page 329)
• Network Control Center 5.0 to Network Control Center 7.0 migration
• Network Control Center 6.0 to Network Control Center 7.0 upgrade (same
server) (page 349)
• Network Control Center 6.0 to Network Control Center 7.0 migration
• Network Control Center migration (page 369)
• Network Control Center patch installation (page 377)

Upgrade and Patches
NN44400-410 01.08 Standard
Network Control Center 5.0 to Network
Control Center 7.0 upgrade (same
server)
This chapter describes the tasks you perform to upgrade Network Control
Center 5.0 software to Network Control Center 7.0 software on the same
server.
Prerequisites to Network Control Center 5.0 to Network Control

Center 7.0 upgrade (same server)
(NN44400-210).
• Back up the Network Control Center 5.0 database. For more information,
refer to your Contact Center 5.0 documentation.


support. This patch converts your Network Control Center 5.0 database to
a format compatible with Network Control Center 7.0.
(page 394).

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Network Control Center 5.0 to Network Control Center 7.0 upgrade (same server)

(same server) procedures
from Network Control Center 5.0 to Network Control Center 7.0 on the same
server. To link to any task, go to Network Control Center 5.0 to Network
Control Center 7.0 upgrade (same server) navigation (page 331).
Network Control Center 5.0 to Network Control Center 7.0 upgrade (same server) procedures

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- 331 -
Network Control Center 5.0 to Network Control Center 7.0 upgrade (same
server) navigation
• Preparing the Network Control Center 5.0 database (page 332)
• Uninstalling the Network Control Center 5.0 patches (page 333)
• Uninstalling the Network Control Center 5.0 software (page 333)
• Upgrading to Network Control Center 7.0 (page 334)
Job aid: Timing

database size)

you use to convert the Network Control Center 5.0 database to a format
compatible with Contact Center 7.0.
Prerequisites
Procedure steps
Step Action
1 Log on to the Network Control Center 5.0 server.

4 Click Install.
Migration Tool.

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--End--
Preparing the Network Control Center 5.0 database

Prepare the Network Control Center 5.0 database for migration to Contact
Center 7.0, using the migration tool.
Prerequisites
Procedure steps
Step Action
1 On the Network Control Center 5.0 server, click Start, All Programs, Nortel
to store the Network Control Center 5.0 database.
OR
Network Control Center 5.0 database.
4 Click Begin.
--End--

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Uninstalling the Network Control Center 5.0 patches

Uninstall the Network Control Center 5.0 patches to prepare for the
uninstallation of the Network Control Center 5.0 software.
Procedure steps
Step Action
Contact Center, Manager Server, PEP Viewer.
A message box appears, prompting you to confirm the uninstallation of the
patches.
3 Click Yes.
--End--
Uninstalling the Network Control Center 5.0 software

Uninstall the Network Control Center 5.0 software to prepare the server for the
Prerequisites
• Uninstall the Network Control Center 5.0 patches. See Uninstalling the
Network Control Center 5.0 patches (page 333).
Procedure steps
Step Action
1 Log on to the Network Control Center server with administrator privileges.

Manager Server.
4 Click Remove.
5 Click Yes.

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6 When the uninstallation is complete, verify that Contact Center Manager

Server does not appear in the Add or Remove Programs window.
contents.
--End--
Upgrading to Network Control Center 7.0

Upgrade the Network Control Center 7.0 software to install Release 7.0 on
your server and restore the Network Control Center database.
Prerequisites
Common Component (CCCC) patches to the server. See Downloading
the latest Contact Center service updates to the server (page 394).
Procedure steps
Step Action
and repeat step 2.
7 Click Next.
release.

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9 Under Contact Center Manager Server (CCMS), select Network Control

Center.
12 Click Browse and navigate to the location of the Network Control Center 5.0
database backup.
14 Click Next.
Drive.
16 Click the Database Destination tab.
Network Control Center database.
20 Click Next.
22 Click Next.
each tab.
24 Click Next.
presented.
26 Click Install.

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--End--
Procedure job aid

Variable Value
GB of disk space.
Manager cache database. The drive must have a
subnet.
connected.
239.255.255.255. The default is 230.0.0.1.
(1 of 2)

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- 337 -
Variable Value
Server.
(2 of 2)

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- 338 -
Variable Value
CCS350—The Network Control Center package
for multiple Contact Center Manager Servers.
servers.
switch environment.
(CCAD).

Address
(1 of 2)

Upgrade and Patches
NN44400-410 01.08 Standard
- 339 -
Variable Value
(2 of 2)

Upgrade and Patches
NN44400-410 01.08 Standard
Control Center 7.0 migration upgrade
(new server)
Center 5.0 software to Network Control Center 7.0 software onto a new server
and migrate the database to the new server.

Center 7.0 migration upgrade (new server)
support.
(page 394).
Network Control Center 5.0 to Network Control Center 7.0 migration

upgrade (new server) procedures
your Network Control Center software from Release 5.0 to Release 7.0 on a
new server. To link to any task, go to Network Control Center 5.0 to Network
Control Center 7.0 migration upgrade (new server) navigation (page 341).

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Network Control Center 5.0 to Network Control Center 7.0 migration upgrade (new server)
procedures


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• Installing the Network Control Center 7.0 software on the new server
(page 343)
• Synchronizing the Network Control Center database (page 347)
Job aid: Timing


Install the data extraction patch on the Network Control Center 5.0 server to
install a special database migration tool that you use to convert the Network
Control Center 5.0 database to a format compatible with Contact Center 7.0.
Prerequisites
Procedure steps
Step Action
1 Log on to the Network Control Center server.

4 Click Install.
Migration Tool.
--End--

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- 343 -

Prerequisites
Procedure steps
Step Action
1 On the Network Control Center server, click Start, All Programs, Nortel
OR
4 Click Begin.
--End--
Installing the Network Control Center 7.0 software on the new server
Install the Network Control Center 7.0 software on the new server to upgrade
to Release 7.0 and restore the Network Control Center database.
Prerequisites
• Ensure your new hardware meets all requirements for Contact Center 7.0
(NN44400-210).

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2.

(page 393).
(page 394).
• Map a drive to the location of the backed up Network Control Center
database.
Procedure steps
Step Action
and repeat step 2.
7 Click Next.

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- 345 -
release.

Center.
12 Click Browse and navigate to the location of the backed up Network Control
Center 5.0 database. This must precisely match the location you specified
when backing up the R5.0 Database. See Preparing the Network Control
Center 5.0 database (page 343).
14 Click Next.
15 In the Installation Destination window, accept the default location for the
Application Destination Drive.
16 Click the Database Destination Drive.
20 Click Next.
22 Click Next.
each tab.
24 Click Next.
presented.
26 Click Install.

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--End--
Procedure job aid

Variable Value
Application Destination Drive The location for installing the Network Control
Center software must be drive D, in the folder
Nortel. The drive must have a minimum of 16 GB
of disk space.
Backup location The location where the Network Control Center 5.0
data is backed up. This must precisely match the
location you specified when backing up the R5.0
Database. See Preparing the Network Control
Network Control Center software.
Customer Name The designated person in charge of the Network
Control Center software at the company.
Manager cache database. The disk size must be
release.
dedicated Ethernet LAN that connects the Network
Control Center and the switch.
subnet.
Address Nortel Contact Center servers (Network Control
Center, Network Control Center, Contact Center
connected.
(1 of 2)

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- 347 -
Variable Value
239.255.255.255. The default is 230.0.0.1.
Site Name The site name for the Network Control Center.
(2 of 2)
Synchronizing the Network Control Center database

Prerequisites
• Use the database migration tool to prepare the Network Control Center
5.0 database. See Preparing the Network Control Center 5.0 database
(page 343).
• On the new server, map a drive to the location of the Network Control
Center database backup.
Network Control Center 5.0 database (page 343).
Procedure steps
Step Action
1 On the new Network Control Center server, click Start, All Programs,
Locations.

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5 In the UNC Path box, type the exact location of the Network Control Center

Name\Account Name.
8 Click OK.
10 From the Application list, select SCCS 5.0.
backed up the Network Control Center database.
12 Click Migrate.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
Control Center 7.0 upgrade (same
server)
Center 6.0 software to Network Control Center 7.0 software on the same
server.

Center 7.0 upgrade (same server)
(NN44400-210).
• Back up the Network Control Center 6.0 database. For more information,
refer to your Contact Center 6.0 documentation.


support. This patch converts your Network Control Center 6.0 database to
a format compatible with Network Control Center 7.0.
(page 394).

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NN44400-410 01.08 Standard
- 350 -

(same server) procedures
from Network Control Center 6.0 to Network Control Center 7.0 on the same
server. To link to any task, go to Network Control Center 6.0 to Network
Control Center 7.0 upgrade (same server) navigation (page 351).
Network Control Center 6.0 to Network Control Center 7.0 upgrade (same server) procedures

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- 351 -
Network Control Center 6.0 to Network Control Center 7.0 upgrade (same
server) navigation
• Uninstalling the Network Control Center 6.0 patches (page 353)
• Uninstalling the Network Control Center 6.0 software (page 353)
• Upgrading to Network Control Center 7.0 (page 354)
Job aid: Timing

database size)

you use to convert the Network Control Center 6.0 database to a format
compatible with Contact Center 7.0.
Prerequisites
Procedure steps
Step Action
3 Click Install.
Migration Tool.

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--End--

Prerequisites
Procedure steps
Step Action
OR
4 Click Begin.
--End--

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Uninstalling the Network Control Center 6.0 patches

Uninstall the Network Control Center 6.0 patches to prepare for the
uninstallation of the Network Control Center 6.0 software.
Procedure steps
Step Action
Contact Center, Manager Server, PEP Viewer.
A message box appears, prompting you to confirm the uninstallation of the
patches.
3 Click Yes.
--End--
Uninstalling the Network Control Center 6.0 software

Uninstall the Network Control Center 6.0 software to prepare the server for the
Prerequisites
• Uninstall the Network Control Center 6.0 patches. See Uninstalling the
Network Control Center 6.0 patches (page 353).
Procedure steps
Step Action
1 Log on to the Network Control Center server with administrator privileges.

Manager Server.
4 Click Remove.
5 Click Yes.

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6 When the uninstallation is complete, verify that Contact Center Manager

Server does not appear in the Add or Remove Programs window.
contents.
--End--
Upgrading to Network Control Center 7.0

Upgrade the Network Control Center 7.0 software to install Release 7.0 on
your server and restore the Network Control Center database.
Prerequisites
Common Component (CCCC) patches to the server. See Downloading
the latest Contact Center service updates to the server (page 394).
Procedure steps
Step Action
and repeat step 2.
7 Click Next.
release.

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- 355 -

Center.
12 Click Browse and navigate to the location of the Network Control Center 6.0
database backup.
14 Click Next.
16 Click the Database Destination tab.
20 Click Next.
22 Click Next.
each tab.
24 Click Next.
presented.
26 Click Install.

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--End--
Procedure job aid

Variable Value
GB of disk space.
subnet.
connected.
239.255.255.255. The default is 230.0.0.1.
(1 of 2)

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- 357 -
Variable Value
Server.
(2 of 2)

Upgrade and Patches
NN44400-410 01.08 Standard
- 358 -
Variable Value
CCS350—The Network Control Center package
for multiple Contact Center Manager Servers.
servers.
switch environment.
(CCAD).

Address
(1 of 2)

Upgrade and Patches
NN44400-410 01.08 Standard
- 359 -
Variable Value
(2 of 2)

Upgrade and Patches
NN44400-410 01.08 Standard
Control Center 7.0 migration upgrade
(new server)
Center 6.0 software to Network Control Center 7.0 software onto a new server
and migrate the database to the new server.

Center 7.0 migration upgrade (new server)
support.
(page 394).

upgrade (new server) procedures
your Network Control Center software from Release 6.0 to Release 7.0 on a
new server. To link to any task, go to Network Control Center 6.0 to Network
Control Center 7.0 migration upgrade (new server) navigation (page 361).

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- 361 -
procedures


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(page 363)
Job aid: Timing


Install the data extraction patch on the Network Control Center 6.0 server to
install a special database migration tool that you use to convert the Network
Control Center 6.0 database to a format compatible with Contact Center 7.0.
Prerequisites
Procedure steps
Step Action
3 Click Install.
Migration Tool.
--End--

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- 363 -

Prerequisites
Procedure steps
Step Action
1 On the Network Control Center server, click Start, All Programs, Nortel
OR
4 Click Begin.
--End--
Install the Network Control Center 7.0 software on the new server to upgrade
to Release 7.0 and restore the Network Control Center database.
Prerequisites
• Ensure your new hardware meets all requirements for Contact Center 7.0
(NN44400-210).

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- 364 -

2.

(page 393).
(page 394).
database.
Procedure steps
Step Action
and repeat step 2.
7 Click Next.

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- 365 -
release.

Center.
when backing up the R6.0 Database. See Preparing the Network Control
14 Click Next.
15 In the Installation Destination window, accept the default location for the
Application Destination Drive.
16 Click the Database Destination Drive.
20 Click Next.
22 Click Next.
each tab.
24 Click Next.
presented.
26 Click Install.

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--End--
Procedure job aid

Variable Value
of disk space.
Database. See Preparing the Network Control
Manager cache database. The disk size must be
release.
subnet.
connected.
(1 of 2)

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- 367 -
Variable Value
239.255.255.255. The default is 230.0.0.1.
(2 of 2)

Prerequisites
• Use the database migration tool to prepare the Network Control Center
6.0 database. See Preparing the Network Control Center 6.0 database
(page 363).
• On the new server, map a drive to the location of the Network Control
Center database backup.
• Know the location of the backed up R6.0 Database. See Preparing the Network
Control Center 6.0 database (page 363).
Procedure steps
Step Action
1 On the new Network Control Center server, click Start, All Programs,
Locations.

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5 In the UNC Path box, type the exact location of the Network Control Center

Name\Account Name.
8 Click OK.
backed up the Network Control Center database.
12 Click Migrate.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
Network Control Center migration
This chapter describes the tasks you perform to migrate Network Control
Center 7.0 to a new server.
Prerequisites to Network Control Center 7.0 migration

• Ensure that all hardware meets all requirements for Contact Center 7.0,
(NN44400-210).
Network Control Center 7.0 migration procedures

your Network Control Center 7.0 platform to a new server. To link to any task,
go to Network Control Center 7.0 migration navigation (page 370).

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- 370 -
Network Control Center 7.0 migration procedures
Network Control Center 7.0 migration navigation

• Backing up Network Control Center 7.0 database (page 371)
(page 372)
Job aid: Timing


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Backing up Network Control Center 7.0 database

Back up Network Control Center 7.0 database so you can restore it on the
new server after you install the Contact Center software.
Procedure steps
Step Action
1 On the Network Control Center server, click Start, All Programs, Nortel,
Locations.
store the Network Control Center 7.0 database.

Name\Account Name.
8 Click OK.
11 In the Applications section, select CCMS.
the backup.
13 Click OK.
--End--

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Install the Network Control Center 7.0 software on the new server and,
optionally restore the Network Control Center database.
Prerequisites
• Back up the Network Control Center 7.0 database. See Backing up
2.

(page 393)
(page 394).
database.
Procedure steps
Step Action

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and repeat step 2.
7 Click Next.
Center.
Network Control Center database during the upgrade, select Import
existing data to Contact Center Manager Server (CCMS).
OR
If you want to restore the Network Control Center database at a later time,
click Next and skip to step 15.
when backing up the R6.0 Database. See Backing up Network Control
13 In the Authentication section, type the Domain Name/User Name and
14 Click Next.
15 In the Installation Destination window, select the default location for the
Application Destination Drive tab.
Manager Server database.
the service update and service update supplements.
20 Click Next.

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22 Click Next.
each tab.
24 Click Next.
presented.
26 Click Install.
--End--
Procedure job aid

Variable Value
of disk space.
Database. See Backing up Network Control Center
(1 of 2)

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Variable Value
subnet.
connected.
239.255.255.255. The default is 230.0.0.1.
(2 of 2)

If you kept your old Contact Center servers running while installing Network
Control Center 7.0 on a new server, optionally, you can synchronize the
database to migrate the data to the new server.
Prerequisites
• Take a new backup of the old Network Control Center. See Backing up
• On the new server, map a drive to the Network Control Center database
backup.
• Know the location of the backed up R6.0 Database. See Backing up

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Procedure steps
Step Action
1 On the Network Control Center server, click Start, All Programs, Nortel,
Locations.
Network Control Center database backup.
5 In the UNC Path box, type the location of the Network Control Center
database in the format \\Computer Name\Folder\Backup Location.

Name\Account Name.
8 Click OK.
11 In the Application section, select CCMS.
backed up Contact Center Manager Server database.
14 Click OK.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
Network Control Center patch
installation
Network Control Center.
Prerequisites to Network Control Center patch installation

Network Control Center patch installation procedures

patches on the Network Control Center. To link to any task, go to Network
Control Center patch installation navigation (page 377).
Network Control Center patch installation procedures
Network Control Center patch installation navigation

• Installing Network Control Center software patches (page 378)

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- 378 -
Network Control Center patch installation
Installing Network Control Center software patches

Install the latest Network Control Center software service updates and service
update supplements to ensure that you have the most current development
updates.
Prerequisites
— service updates (for example, CCMS_7.0_SU_01)
— service update supplements (for example, CCMS_7.0_SUS_01,
CCMS_7.0_SUS_02)
— designer patches (for example, CCMS_7.0_DP_010201)
Procedure steps
Step Action
1 On the Network Control Center server, navigate to the folder where you
patch.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
Service Creation
Environment migrations
and patches
• Service Creation Environment migration (page 380)
• Service Creation Environment patch installation (page 384)

Upgrade and Patches
NN44400-410 01.08 Standard
Service Creation Environment migration
This chapter describes the tasks you perform to migrate Service Creation
Environment to a new server.
Because there is no database to migrate to the new server, the migration is

basically a fresh installation of Service Creation Environment on the new
server.
Prerequisites to Service Creation Environment migration

• Ensure that all hardware meets requirements for Contact Center 7.0, as
(NN44400-210).
(page 394).
Service Creation Environment migration procedures

Service Creation Environment to a new server. To link to any task, go to
Service Creation Environment migration navigation (page 381).

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Service Creation Environment migration procedures
Service Creation Environment migration navigation

• Installing the Service Creation Environment software on the new server
(page 381)
Job aid: Timing

The estimated time to migrate Service Creation Environment is 30 minutes.
Installing the Service Creation Environment software on the new

server
Install the Service Creation Environment software on the new server to allow
the creation of scripts for routing calls.
Prerequisites
• Install Windows Server 2003 on your server. See Installing Windows

Upgrade and Patches
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- 382 -
(page 393)
• Download the latest Service Creation Environment (SCE) and Common
Procedure steps
Step Action
and repeat step 2.
7 Click Next.
9 Select Service Creation Environment.
10 Click Next.
Destination Drive tab.
the service update and service update supplements.
14 Click Next.
presented.
16 Click Install.

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--End--
Variable Definition
Application Destination Drive The location for installing the Service Creation
Environment software. The drive must have a

Upgrade and Patches
NN44400-410 01.08 Standard
Service Creation Environment patch
installation
Service Creation Environment server or client.
Prerequisites to Service Creation Environment patch installation

Service Creation Environment patch installation procedures

on the Service Creation Environment server. To link to any task, go to Service
Creation Environment patch installation navigation (page 384).
Service Creation Environment server patch installation procedures
Service Creation Environment patch installation navigation

• Installing the Service Creation Environment patches (page 385)

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- 385 -
Service Creation Environment patch installation
Installing the Service Creation Environment patches

Install the latest Service Creation Environment service updates and service
update supplements to ensure that you install software that represents the
current patches and service updates.
Prerequisites
• Download the latest Service Creation Environment (SCE) and Common
— service updates (for example, SCE_7.0_SU_01)
— service update supplements (for example, SCE_7.0_SUS_01,
SCE_7.0_SUS_02)
— designer patches (for example, SCE_7.0_DP_010201)
Procedure steps
Step Action
1 On the Service Creation Environment server, navigate to the folder where

you downloaded the patches.
patch.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
Common procedures
This chapter provides the common procedures that you use to prepare
servers for Contact Center 7.0 software installation and upgrades.
Navigation
• Downloading the latest Nortel documentation (page 386)
• Installing Windows Server 2003 Release 2 (page 387)
• Configuring Windows Server 2003 Release 2 (page 390)
• Installing the latest operating system service packs (page 392)
• Configuring SNMP on your server (page 393)
• Enabling Microsoft Remote Desktop connection (page 393)
• Downloading the latest Contact Center service updates to the server
(page 394)
Downloading the latest Nortel documentation

Download the latest Nortel documentation to ensure you have the latest
updates. Updates in the documentation accurately reflect the latest changes
in the software.
Prerequisites
• Access the Nortel Web site at http://support.nortel.com/.
• Download the latest version of Acrobat Reader.
Procedure steps
Step Action
1 Log on to the Nortel Web site.

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Common procedures
2 Compare the versions of the documentation on the site with the versions
you have.
3 If the version number on www.nortel.com is higher than your version,
download the latest version of the document.
4 Review the Nortel Web site for release notes and readme files.
--End--
Installing Windows Server 2003 Release 2

Install the Windows operating system that is required for the Contact Center
server software. During the installation, configure the Windows settings as
required for Contact Center. You must perform this procedure on each server
before you install Contact Center server software on the server.
Prerequisites
• Ensure that you have a newly formatted server that meets the
specifications in Nortel Contact Center Planning and Engineering
(NN44400-210) on which to install Microsoft Windows Server 2003.
Nortel recommends that you do not upgrade your operating system from
a previous release. Remove the drive partitions and reformat the hard
drives on the server.
• Configure all servers for RAID as described in the Nortel Contact Center
Planning and Engineering (NN44400-210).
• Ensure that you have a CD-ROM for Windows Server 2003.
• Install the network interface card in the server.
• Know the IP addresses for the Nortel server subnet and ELAN subnet.
Procedure steps
Step Action
1 Insert the Windows Server 2003 Standard Edition or Windows Server 2003
Enterprise Edition CD-ROM into the CD-ROM drive.
2 Start installing Windows Server 2003 according to the instructions supplied
by the CD-ROM.
Wait while the setup application copies the operating system files to the
installation folders on the server in the C partition. The system restarts after
the copy process is completed, and the Installation Wizard starts.

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3 In the Regional Settings window, complete the information as required for

your site.
4 In the Personalize Your Software window, complete the information as
required for your site.
5 In the Licensing Modes window, select Per server licensing mode.
6 In the Licensing Modes window, accept the default five concurrent
connections.
7 In the Computer Name and Administrator Password window, type the
computer name and password.
8 In the Date and Time Settings window, complete the information as
9 If you are using a CS 1000/Meridian 1 switch, ensure that Automatically
adjust clock for daylight saving changes is cleared.
10 Click the Internet Time tab.
11 Clear the Automatically synchronize with an Internet time server check
box.
12 In the Modem Dialing Information window, complete the information as
13 In the Networking Settings window, select Custom settings.
14 Click Next.
15 In the Networking Components window, click Internet Protocol (TCP/IP).
16 Click Properties.
17 On the General tab, type the IP information required for the card.
18 On the General tab, click Advanced.
19 On the DNS tab, type the Domain Naming Service (DNS) server
information.
20 On the WINS tab, type the Windows Internet Naming Service (WINS) server
information.
21 If you have two network cards, repeat step 15 to step 20 for the other card.
22 Click Next.
23 If your computer is not on a network or domain, in the Workgroup or
Computer Domain window, choose No.
24 If your computer is on a workgroup or domain, in the Workgroup or
Computer Domain window, type the name of the workgroup.
25 Log on to the Windows Server 2003 server.
26 Select the check box Don’t display this screen on startup.
27 Click OK.
28 Click Next.

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29 In the Start menu, click Control Panel, System.

30 On the General tab, determine the Random Access Memory (RAM) size.
31 Click the Advanced tab.
32 Click Performance Settings.
33 Click the Advanced tab again.
34 Click Change to change the virtual memory to 1.5 * the RAM size (to a
maximum of 4 gigabytes).
35 Restart the server, if prompted.
36 From the Start menu, click Administrative Tools, Computer
Management.
37 Under Storage, click Disk Management.
38 Configure C to be the only primary partition on your hard drive.
39 Right-click disk drive D.
40 Click Create Partition.
41 Follow the prompts in the Create Partition Wizard to create an extended
partition for disk D.
42 Right-click the extended partition disk drive D.
43 Click Create Logical Drive.
44 Follow the prompts in the Create Partition Wizard to create logical drives for
disk D.
45 Repeat step 39 to step 44 for all of the other disk drives on your server.
46 Install other required drivers for your hardware configuration.
--End--
Procedure job aid

Setting Value required for Contact Center
Automatically adjust clock If you are using a CS 1000/Meridian 1 switch, clear the
for Daylight savings time check box.
If you are using Network Skill-Based Routing in a
Network Control Center server, select the check box if
your area uses daylight savings time.
Computer name Do not use spaces, hyphens, or underscores or exceed
15 characters. The name must start with an alphabetic
character.
Date and Time window Configure as required for your site.
Windows Server 2003 settings (1 of 2)

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Common procedures

Disk drives Format to partitions as required for the Contact Center
server. See Nortel Contact Center Planning and
Engineering (NN44400-210) for details.
Domain/workgroup name Configure as required for your site.
Licensing modes Select Per server licensing mode.
Accept the default five concurrent connections.
Modem dialing Configure as required for your site.
Network components Configure IP Address, WINS, DNS for one or two
network cards as per configuration.
Network connections Ensure Nortel server subnet is first.
Networking Settings Choose Custom.
Partitions Configure C to be the only primary drive. Configure the
other drives on your server to meet the requirements
according to Nortel Contact Center Planning and
Engineering (NN44400-210) for the server.
Regional settings window Configure as required for your site.
Serial port configuration For COM1, set the base I/O Port Address to 3F8 and the
IRQ to 4.
SNMP Configure for all servers.
Virtual memory 1.5 gigabytes * RAM required (maximum 4 gigabytes)
on drive C only
Configuring Windows Server 2003 Release 2

Configure Windows Server 2003 to meet the requirements of Contact Center.
If Windows Server 2003 is already installed on your server before you begin
to install Contact Center 6.0 software on your server.
Prerequisites
• Install Microsoft Windows Server 2003 on your server. See Installing
Procedure steps
Step Action

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1 Log on to the Windows Server 2003 machine.

2 Select the check box Don’t display this screen on startup.
3 Change the Administrator password.
4 Configure the Windows settings according to the information in the
installation procedure.
5 Restart the computer.
6 Update the emergency repair disk to record the latest configuration data for
the server.
7 Click Start, All Programs, Accessories, System Tools, Backup.
8 Follow the on-screen instructions to select what you want to back up.
--End--
Procedure job aid

Automatically adjust clock If you are using a CS 1000/Meridian 1 switch, clear the
for Daylight savings time check box.
If you are using Network Skill-Based Routing in a
Network Control Center server, select the check box if
your area uses daylight savings time.
Computer name Do not use spaces, hyphens, or underscores or exceed
15 characters. The name must start with an alphabetic
character.
Date and Time window Configure as required for your site.
Disk drives Format to partitions as required for the Contact Center
server. See Nortel Contact Center Planning and
Engineering (NN44400-210) for details.
Domain/workgroup name Configure as required for your site.
Licensing modes Select Per server licensing mode.
Accept the default five concurrent connections.
Modem dialing Configure as required for your site.
Network components Configure IP Address, WINS, DNS for one or two
network cards as per configuration.
Network connections Ensure Nortel server subnet is first.
Networking Settings Choose Custom.

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Common procedures

Partitions Configure C to be the only primary drive. Configure the
other drives on your server to meet the requirements
according to Nortel Contact Center Planning and
Engineering (NN44400-210) for the server.
Regional settings window Configure as required for your site.
Serial port configuration For COM1, set the base I/O Port Address to 3F8 and the
IRQ to 4.
SNMP Configure for all servers.
Virtual memory 1.5 gigabytes * RAM required (maximum 4 gigabytes)
on drive C only
Installing the latest operating system service packs

Install the latest operating system service packs that are supported for
Contact Center. You must download the latest supported operating system
service pack from the Nortel hotfixes list to ensure your Contact Center server
software functions correctly with the supported operating system patches.
Prerequisites
• Access the Nortel hotfixes list on the Nortel Web site (www.nortel.com).
• Install and configure Microsoft Windows Server 2003 Release 2 on your
server.
Procedure steps
Step Action
1 Review the Contact Center Portfolio Service Packs Compatibility and

Security Hotfixes Applicability List to determine the latest supported patch.
2 Download the appropriate Microsoft Windows Server 2003 patch
appropriate for the server software you installed on this server.
3 Install the latest Windows Server 2003 service pack that is validated with the
server software you installed on this server following the Microsoft
Installation instructions.
--End--

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Common procedures
Configuring SNMP on your server

Configure Simple Network Management Protocol (SNMP) on your server to
ensure you have all of the required components of the internet protocol for
monitoring devices in your network. SNMP helps you manage data that
describes the system configuration and errors that may occur between them.
Prerequisites
• Install and configure Microsoft Windows Server 2003 on your server.
Procedure steps
Step Action
1 Log on to the server using the administrator account.

2 Click Start, Control Panel, Add Or Remove Programs.
3 Select Add/Remove Windows Components.
4 In the Windows Components window, click Management and Monitoring
Tools.
5 Click Details.
6 Select the Simple Network Management Protocol check box.
7 Click OK.
8 Click Next.
9 If prompted, insert the Windows CD.
--End--
Enabling Microsoft Remote Desktop connection

Enable Microsoft Remote Desktop connection if you are not installing
PCAnywhere as your remote access tool. Microsoft Remote Desktop or
pcAnywhere provide remote access for support on the server.
Prerequisites
• Install Microsoft Windows Server 2003 on your server.
• Log on to the server with administrator privileges.

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Procedure steps
Step Action

2 Click the Remote tab.
3 Select Turn on Remote Assistance and allow invitations to be sent
from this computer.
4 Click OK.
--End--

Download the latest Contact Center service updates to the server you plan to
install on this server from www.nortel.com/espl to ensure that you have the
most current software. You must download service updates (SU), service
update supplements (SUS) and designer patches (DP).
Prerequisites
• Ensure that you use one administrator account on your server to uninstall
and install software updates.
Procedure steps
Step Action
1 Log on to the server using the administrator account.

2 In Windows Explorer, browse to the Supplementary SU folder on the
Contact Center installation DVD.
3 Download the latest service update .msi file and save it on the Contact
Center server on drive D:.
4 Register for the ESPL Web site.
5 If a new service update .msi file exists on ESPL, download it and save it on
the Contact Center server.
6 Download all of the service update supplements from the Contact Center
DVD and the ESPL Web site that are associated with the latest service
update.

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7 Download all of the design patches from the Contact Center DVD and the
ESPL Web site that are associated with the latest service update.
8 Extract the contents of the .msi files to
<drive>:Nortel_Support\ProductUpdates\Log.
--End--

Upgrade and Patches
NN44400-410 01.08 Standard
Upgrade and Patches
Copyright © 2009-2010 Nortel Networks.
All Rights Reserved.
Publication: NN44400-410
Document status: Standard
Document issue: 01.08
Document date: 26 February 2010
Product release: Release 7.0
Job function: Upgrades
Type: Technical Document
Language type: English
To provide feedback or report a problem with this document, go to www.nortel.com/documentfeedback.
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, and the Globemark design are trademarks of Nortel Networks.
Internet Explorer, Windows are trademarks of Microsoft Corporation.
All other trademarks are the property of their respective owners.

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Nortel Contact Center

Upgrade and Patches

Copyright © 2009-2010 Nortel Networks.

Internet Explorer, Windows are trademarks of Microsoft Corporation.

All other trademarks are the property of their respective owners.

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