297-2183-924

Nortel Communication Control Toolkit
Planning and Engineering Guide
Product release 5.0 Standard 5.01 June 2007

Nortel Communication Control Toolkit
Planning and Engineering Guide

Publication number: Product release: Document release: Date:

297-2183-924 5.0 Standard 5.01 June 2007

Copyright © 2007 Nortel Networks. All Rights Reserved.

Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 or DMS/MSL-100 switch and Communication Control Toolkit is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach. *Nortel, Nortel (Logo), the Globemark, and This is the Way, This is Nortel (Design mark), CallPilot, Contivity, DMS, IVR, Meridian, Meridian 1, Meridian Mail, Meridian SL, Optivity, Succession, and Symposium are trademarks of Nortel Networks. CITRIX is a trademark of Citrix Systems, Inc. INTEL, INTEL XEON, and PENTIUM are trademarks of Intel Corporation. MICROSOFT, MICROSOFT ACCESS, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft Corporation. REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc. PCANYWHERE is a trademark of Symantec Corporation.

.

0 issue of the Nortel Communication Control Toolkit Planning and Engineering Guide. Release 5. The Standard 2. It contains updates required to terminology and server specifications for SU03.0 issue of the Nortel Communication Control Toolkit Planning and Engineering Guide. It contains updates for CRs and for Microsoft Vista.01 issue of the Nortel Communication Control Toolkit Planning and Engineering Guide is released.0.Revision history December 2006 The Standard 5.0 issue of the Nortel Communication Control Toolkit Planning and Engineering Guide.0. Release 5.0 issue of the Nortel Communication Control Toolkit Planning and Engineering Guide. Release 5. Release 5.0 issue of the Nortel Communication Control Toolkit Planning and Engineering Guide. is released.0. is released.0. The Standard 3. It contains updates for telephone sets based on CRs. The Standard 5. The Standard 4. is released. The Standard 1.0. is released. December 2006 October 2006 June 2006 May 2005 March 2005 Planning and Engineering Guide v . is released. Release 5.

Standard 5.01 vi Communication Control Toolkit .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Communication Control Toolkit API application types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring TAPI phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Guidelines to minimize capacity requirements. . Engineering Communication Control Toolkit . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Meridian 1/Succession 1000 switch capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 3 Engineering Communication Control Toolkit Section A: Engineering the server Hardware requirements. . . . . . . 43 45 46 50 51 56 Section B: Engineering the client 59 Client requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Operating system configuration requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 63 64 67 70 73 74 75 81 83 Planning and Engineering Guide vii . Configuring the ELAN subnet (knowledge worker environment) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . What’s new in Release 5. . . . . . . . . . . . . . . Capacity . . . . . . . . . . . . .0? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Section B: Configuring Meridian 1/Succession 1000 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring CDNs . . . . . . . . . . . . . . . . . . . . . Product description . . 60 4 Engineering the switch Section A: Engineering Meridian 1/Succession 1000 Meridian 1/Succession 1000 switch requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 10 12 13 14 25 2 Communication Control Toolkit architecture 27 Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Contents 1 Getting started About this guide . . . . Supported phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Contents Standard 5. . . . . . . . . . . 114 Supported functions and events 117 Supported features . . . . . . . . . . . . .01 5 Engineering the network 85 Overview. . . . . 118 Supported events. . . . . . . . . . . . . . . 86 Contact center and self-service environments . . . . . . . . . . . . . . . . . . . . . . . . 126 viii Communication Control Toolkit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 A B Supported migration paths 113 Supported migration paths to Communication Control Toolkit 5. . . . . . . . . . . . . . . . . . . . . . . . . 91 Network traffic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 Guidelines for the Remote Support VPN at the customer’s premises . . . . .0 . . . . . . 100 6 Setting up remote support with a VPN 105 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 VPN configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 Knowledge worker environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 C Standard call models Index 125 151 Inbound call models . . . . . . . . . . . . . . . . . . . . . . . . .

0? Product description Related documents 10 12 13 14 25 Planning and Engineering Guide 9 .Chapter 1 Getting started In this chapter About this guide Engineering Communication Control Toolkit What’s new in Release 5.

01 About this guide Welcome Communication Control Toolkit helps you implement Computer Telephony Integration for installed and browser-based client integrations. such as Make call Answer call Route call Transfer call monitoring of telephony communications. and so on. It delivers a single cross-portfolio multi-channel API that facilitates the integration of contact center. and self-service solutions with your client applications. intelligent call management applications. agent telephony toolbars with screen pops. This interaction can take many forms. and so on. computer controlled call routing. instant messaging. Computer Telephony Integration Computer Telephony Integration (CTI) describes an environment where telephony systems and computer systems interact with each other. among others. Most CTI applications support one or both of the following functions: control of telephony communications. such as Pop an application screen when an inbound call arrives Record call statistics As the boundary between computer and telephony systems becomes more blurred. includes voice. and video. the telephony platform is evolving to become a more integrated part of a broader communications infrastructure that. including Interactive Voice Response (IVR). knowledge worker.Getting started Standard 5. e-mail. client desktop integration. These client applications can be simple software phones. predictive dialing. 10 Communication Control Toolkit . call recording.

June 2007 Getting started Who should read this guide This guide is for Communication Control Toolkit system designers and technical support staff members. Planning and Engineering Guide 11 . It is also intended to be used by administrators who are responsible for day-to-day management of Communication Control Toolkit.

“Setting up remote support with a VPN.” Determine the requirements of the remote support system. See Chapter 4.01 Engineering Communication Control Toolkit Engineering tasks When engineering Communication Control Toolkit.” 12 Communication Control Toolkit . “Engineering the network.” Determine switch requirements. See Chapter 6. “Engineering the switch. “Engineering Communication Control Toolkit. See Chapter 3. See Chapter 5.” Determine network requirements. you must perform the tasks listed in the following checklist: Description ✔ Determine requirements for Communication Control Toolkit.Getting started Standard 5.

Planning and Engineering Guide 13 . including IPML 2. support for Windows Server 2003 Standard Edition and Enterprise Edition enhanced security—A secure transport layer based on TCP sockets provides authentication and security for the toolkit.0? The Communication Control Toolkit Release 5.1 The Communication Control Toolkit incorporates the features of these products.0 is an evolution of Nortel’s Computer Telephony Integration (CTI) products. and can be easily modified to create a custom client application. New features a new easy-to-use graphical toolkit based on Windows Form Controls a reference implementation—This implementation can be used in testing. It supports both Citrix and Microsoft Terminal Services. firewall friendliness Citrix/Terminal Services support—The toolkit is designed to operate in a terminal services environment. plus the following new features.June 2007 Getting started What’s new in Release 5.1 TAPI 3.

Note: Communication Control Toolkit cannot coreside with Symposium Agent or Symposium Web Center Portal. Database backup The Communication Control Toolkit utilizes the built-in capabilities of the Microsoft SQL Server 2000 Desktop Engine (MSDE 2000) database to provide database backup and restore operations. (Both the TAPI Service Provider and IPML products required a separate server. The API is used to develop communication control applications or integrations. Database backups can be performed on an ad hoc or scheduled basis while the system is running. you can restart the application. the Communication Control Toolkit operates within a firewall.01 Product description Features The Communication Control Toolkit application program interface (API) is object oriented and is implemented as a set of .NET types and interfaces. It provides the following features: Unified client integration The Communication Control Toolkit is an integration toolkit for installed clients. the Communication Control Toolkit Release 5. you must first shut down the Communication Control Toolkit application. The toolkit delivers a single cross-portfolio multi-channel API. After restoring the database. 14 Communication Control Toolkit . which is deployed through the Developer Partner Program. browser-based clients. CTI coresidency In a contact center environment.0 reduces the number of CTI servers required from two to one. Firewall friendliness For the protection of your system.) Communication Control Toolkit can also coreside with the MPS 500. and server-to-server integrations.Getting started Standard 5. To restore the database.

In the case where Network Address Translation (NAT) is used by the firewall. If you are using Symposium Agent. “Supported migration paths. see Appendix A.1 implementation.June 2007 Getting started Firewall traversal is achieved through the use of a single. Notes: Communication Control Toolkit clients use a single port for communication with the server. If you are using a firewall. however. see the Installation and Maintenance Guide). the firewall must map the TCP port number used to reach the Communication Control Toolkit service on the internal network to the same port number on the external network. Connections are initiated from client to server only. the port number is configurable (for detailed instructions. you must install it on a separate server.0 or IPML 2. This is an inherent limitation of using the Communication Control Toolkit secure transport across a network boundary secured by a firewall. with any data required to be transmitted from the server back to the client (such as asynchronous event notifications) utilizing the existing connection already in place.0 allows you to migrate from an existing TAPI Service Provider 3. ensure that this port is open. Networking Communication Control Toolkit uses the existing TAPI networking layer. bidirectional TCP socket connection between the Communication Control Toolkit client and server. Planning and Engineering Guide 15 .” Note: Communication Control Toolkit cannot coreside with Symposium Agent. this port is 29373. By default. Migration path The Communication Control Toolkit Release 5. Communication Control Toolkit can coexist with legacy TAPI and IPML ActiveX clients. Terminal Services support The Communication Control Toolkit operates in a Terminal Services (specifically Citrix and Microsoft Terminal Services) environment. To facilitate a staged migration. For more information about migration paths. it supports networking with legacy TAPI servers. Therefore.

Administration and configuration To configure and maintain Communication Control Toolkit. The Communication Control Toolkit snap-in utility uses a graphical user interface to administer resources such as user. (For more information about the import tools. MMC is an extensible common presentation service for management applications that is included with the Windows 2000 and Windows Server 2003 operating systems. Communication Control Toolkit can connect to a variety of switch types. see “Import tools” on page 17.2 and greater Application Module Link (AML) on X11 Release 25.40B and greater. For example. and their relationships.01 Open switch connectivity Since it supports a variety of switch interfaces.2 and greater IVR-ASAI on the Avaya G3. terminal and workstation data. you use a custom Microsoft Management Console (MMC) snap-in. 16 Communication Control Toolkit .Getting started Standard 5. address. Release 6 IVR-GTS on the Genesys T-Server Release 10 The TAPI Service Provider supports the following interfaces: Meridian Link Services (MLS) version 4.) You can also use the Communication Control Toolkit snap-in utility to back up Communication Control Toolkit persistent data. The IPML Service Provider supports the following switch interfaces: Meridian Link Services (MLS) version 4. or Succession Release 3 and greater Access rights All access rights to the Communication Control Toolkit server are defined through Windows user accounts using standard Windows authentication mechanisms. you can import address and terminal data from the switch TAPI database. You can use the snap-in utility to import data from other sources.

Import Workstations This tool allows you to import workstations from the local domain. The following types of import tools are available: Import IPML Data This tool allows you to import address data from IPML Service Provider into Communication Control Toolkit. It converts Communication Control Toolkit requests to TAPI API calls. Import tools You can add resources manually. Import M1 TSP Data This tool allows you to import addresses and terminals from TAPI Service Provider into Communication Control Toolkit. so the 2 Gb limit does not pose a problem.June 2007 Getting started The Communication Control Toolkit snap-in utility uses Microsoft SQL Server 2000 Desktop Engine (MSDE 2000) to store persistent configuration information. MSDE databases can store up to 2 Gb of data. TAPI Connector TAPI Connector provides call control and monitoring to the Nortel legacy switching platforms. or you can use an import tool. and TAPI events to Communication Control Toolkit events. The Communication Control Toolkit does not need to store much information about each user. Import Active Directory Users This tool allows you to import the active directory users from the workstations and the local domain into Communication Control Toolkit. It is accessible from the tree tab of the Communication Control Toolkit snap-in utility. TAPI interfaces The TAPI Service Provider interfaces with the underlying switching platform in one of the following ways: Direct Connect—(Meridian 1/Succession 1000) Direct Connect allows the TAPI Service Provider to connect directly to the switch using the Planning and Engineering Guide 17 .

The TAPI Service Provider uses the proprietary Application Module Link (AML) protocol to communicate with the switch. These device types include regular DN Controlled DN (CDN) ACD Position ID IVR port ACD-DN These devices are modeled as Address objects. Terminals and addresses Upon initialization. each terminal references one or two addresses. which. TAPI attempts to normalize all switching platforms to a single call model. a virtual Terminal object is instantiated. For the most part. Meridian Link Services (MLS)—(Meridian 1/Succession 1000) The Meridian Link Services protocol allows the TAPI Service Provider to connect to Symposium Call Center Server.0 for the Meridian 1/Succession 1000. Meridian Link Services uses TCP/IP on an Ethernet link. Device types Communication Control Toolkit supports all of the device types currently supported by TAPI. connects to the switch. for a telephony configuration.01 Embedded LAN (ELAN) TCP/IP link. Meridian Link Services is an easy-to-use proprietary protocol. It is possible to determine the underlying device type from the AddressCapabilities property of the Address object. No matter what the connection protocol. Symposium Call Center Server communicates with the switch using AML. which have no real terminal association. and each address references a single Terminal object. Each address is associated with a single Terminal object.Getting started Standard 5. In general. Note: The Communication Control Toolkit supports TAPI 3. TAPI applications do not need to be aware of what switch they are actually controlling. in turn. In the case of CDNs. 18 Communication Control Toolkit . the TAPI Connector uses its database to populate the Contact Management Framework with all terminals and addresses in its domain.

the actual mapping of users to a device occurs in the layers above the TAPI Connector. existing legacy TAPI applications continue to function. there are special design requirements for the TAPI application. TAPI device-specific functions The TAPI Service Provider uses line device-specific commands to perform requested operations. you must use the Microsoft Telephony Management Console. see the Nortel Symposium TAPI Service Provider Programmer’s Guide. A Communication Control Toolkit application and a TAPI application can both control the same device. however. Any structuring of the TAPI call data occurs outside the TAPI Service Provider. The TAPI Connector exposes all that it knows about the underlying switch without any regard to users. To do so. you can configure Communication Control Toolkit to allow User A to access only the telephone at his or her desk. Note: To define access rights for legacy TAPI applications. For example. and to allow User B to monitor all telephones in a contact center. Planning and Engineering Guide 19 . It only supports binary data (unstructured call data in single array of up to 4 kb). (For more information. The TAPI Connector has access to all configured devices and their respective addresses.June 2007 Getting started Coexistence Since the TAPI Connector is another TAPI application. Call data Communication Control Toolkit supports three different call data types: key/value pairs string binary The TAPI Service Provider does not support the new call data types (key/value pairs and string). you use the Device to User Mapping function of the Communication Control Toolkit snap-in utility. The commands are hidden from the Contact Management Framework and the TAPI Connector.) Device to user mapping Communication Control Toolkit allows you to limit the TAPI devices to which its users have access. However.

on a separate server platform. The IPML Connector provides a normalized interface to the switch links. thus providing access to call control and monitoring functionality on Nortel and third-party switching platforms. 20 Communication Control Toolkit . increased network loading. which is the soft phone interface to mySAP* customer relationship management (CRM) solutions. IPML Connector The IPML Connector provides an interface between the Contact Management Framework and the IPML environment. Note: If you use SAPphones for CRM functionality.01 The line device specific-commands are particular to the switch type to which the TAPI Service Provider is connected. Nortel recommends that you install the SAPphone server.54. Do not install the SAPphone server on the Communication Control Toolkit server. SAPphone support Communication Control Toolkit is compatible with SAPphone* R/3.Getting started Standard 5. release 3. exposing a single call control and monitoring model to clients. release 2. It is similar in functionality to the TAPI Connector and is used in the following environments: a contact center that employs a third-party switch (Avaya G3 or Genesys T-Server) a contact center with legacy ActiveX Toolkit Desktop clients an IVR-only implementation The IPML Connector may also be required to forward device monitoring information to the Contact Management Framework for Communication Control Toolkit agent control. disk access degradation . CAUTION Risk of CPU contention.

These device types include Station Queue RoutePoint Pots VirtualQueue AgentPosition PrimaryACD SupplementaryACD Planning and Engineering Guide 21 . Symposium Call Center Server communicates with the switch using AML. Meridian Link Services uses TCP/IP on an Ethernet link. maintains them. Device types All currently supported IPML device types are exposed to the IPML Connector. Communication Control Toolkit to IPML command and event mapping Contact Management Framework manages the mapping of Communication Control Toolkit commands and events to IPML commands and events. terminals. This allows the Communication Control Toolkit server to function as an active server for client connections deployed on the following CTI links: Meridian Link Services (MLS)—(Meridian 1/Succession 1000) Meridian Link Services is a protocol that allows the IPML Service Provider to connect to Symposium Call Center Server. which in turn connects to the switch. and contacts. Both the IPML Connector and Communication Control Toolkit are notified of changes on objects that they register against. agents. IVR-GTS—This is the interface to the Genesys T-Server. and returns them. modifies them. It is a proprietary protocol that is much simpler to use than the more primitive AML. IVR-ASAI—This is the interface to the Avaya G3. It stores a collection of objects that describe addresses.June 2007 Getting started IPML interfaces Open switch connectivity is achieved by using the TLS component of IPML. The IPML Connector takes relevant objects from the Contact Management Framework.

a graphical tool for MPS and IPML OA&M. In the case of CDNs. Configuration data is stored in XML.Getting started Standard 5. Devices to be monitored and controlled by IPML are defined in the CSVAPI and CSTAPI external interface configuration modules. which have no real terminal association.01 MailBox Trunk Pseudo MonitorChannel SpecificDn CDN VDN AgentId SkillsetId AdminLine TerminalNumber Station These devices are modeled as Address objects. IPML sends data directly to and retrieves data directly from the TAPI Connector and a data store within Contact Management Framework (an infrastructure component that manages the states of contacts. 40 sets of 40-byte key/values pairs are supported. agents. Each address is associated with a single Terminal object. Device registration and configuration IPML configuration is performed using PeriView. It is possible to determine the underlying device type from the AddressCapabilities of the Address object. a virtual Terminal object is instantiated. 22 Communication Control Toolkit . which can be accessed via web interface from any node in the contact center environment. for a total of 3200 bytes of data per call. terminals. and addresses). Call data IPML supports call data in key/value pair format.

NCCT Audit Log—Records adds. moves. . see the Installation and Maintenance Guide. Performance monitoring The Windows Performance Monitoring tool (PerfMon. System. and bulk imports. including full stack trace. Note: The error logs mentioned above are used for new Communication Control Toolkit components only. System-wide performance information includes information about memory utilization. addresses. Planning and Engineering Guide 23 . Communication Control Toolkit generates Windows events. and Application) Communication Control Toolkit creates and maintains the following Communication Control Toolkit-specific error logs in the Windows Event Log subsystem: NCCT Security—Records failed Communication Control Toolkit client logon attempts and events that may indicate attempts to breach security (invalid message signatures. and so on). and changes of Communication Control Toolkit users. CPU usage. Note: For the IPML Service Provider. For more information. see the IPML Distributor Software Installation Guide. and so on.NET CLR statistics. and so on. you must enable and configure it on the server. Legacy components continue to use the logging mechanisms used in earlier releases. You can use a Windows utility to generate traps from these events. PeriSNMP provides an SNMP link to the alarm log file. NCCT Error Log—Records unexpected error conditions and program exceptions. For detailed instructions. To use SNMP. terminals.exe) provides access to system-wide and application-specific performance counters. In addition to the standard event logs (Security.June 2007 Getting started Error reporting Communication Control Toolkit uses the Windows Event Log subsystem to record errors and other significant events. SNMP Communication Control Toolkit supports the generation of application-specific traps to signal the occurrence of significant events occurring on the server. message sequence errors.

contacts handled. and so on) Agent Manager statistics (agents available.Getting started Standard 5. and so on) Contact Management Framework statistics (contacts queued. connections dropped. failed connection attempts. and so on) 24 Communication Control Toolkit .01 Communication Control Toolkit implements performance counters for items such as the following: Communication Control Toolkit client statistics (number connected. agents busy.

nortel.0/ Technical Guides and Reference To access this web site. available on the Partner Information Center (PIC) web site. go to www.com.June 2007 Getting started Related documents This section lists the documents in which you can find additional information related to the Nortel Communication Control Toolkit. and choose Partners ➝ Partner Information Center. security issues and requirements installing your server software Security Guide (available on the Partner Information Center web site) Nortel Communication Control Toolkit Installation and Maintenance Guide Planning and Engineering Guide 25 . in the location Products by Family (Documentation) / Communication Control Toolkit 5. Nortel Communication Control Toolkit installation The following documents contain procedures for installing the Nortel Communication Control Toolkit hardware and software: If you need information about Refer to requirements for the Communication Control Toolkit server Symposium Portfolio Server And Operating System Requirements.

release 3.0 (Part number 213346.02) Integration Package for Meridian Link The following documents provide instructions for the installation and configuration of the Integration Package for Meridian Link (IPML): If you need information about Refer to installing and configuring IPML IPML Distributor Software Installation Guide (P0606090) Communication Control Toolkit API The following documents provide instructions for the administration of Communication Control Toolkit: If you need information about Refer to developing applications using the API Communication Control Toolkit Online Help.Getting started Standard 5. available from the Developer Partners Program web site 26 Communication Control Toolkit .01 Communication Control Toolkit setup The following documents provide instructions for the setup and configuration of Communication Control Toolkit and the switch: If you need information about Refer to configuring the server switch configuration Nortel Communication Control Toolkit Installation and Maintenance Guide Network Managers Guide for Symposium TAPI Service Provider for Succession.

Chapter 2 Communication Control Toolkit architecture In this chapter Architecture Components Communication Control Toolkit API application types 28 34 39 Planning and Engineering Guide 27 .

it communicates with the switch. such as software phones. Optionally. 28 Communication Control Toolkit . Communication Control Toolkit enhances the skill-based routing ability of Symposium Call Center Server by allowing you to create customized agent applications. and self-service environments. agent telephony toolbars with screen pops.01 Architecture The following illustrations show the architecture of the Communication Control Toolkit in contact center. knowledge worker. Contact center architecture In a contact center environment. The diagram on page 29 shows an overview of the architecture of Communication Control Toolkit in a contact center. the TAPI Service Provider uses Meridian Link Services to communicate with Symposium Call Center Server over the Nortel server subnet. Through Symposium Call Center Server. In this environment.Communication Control Toolkit architecture Standard 5. and intelligent call management applications. the IPML Service Provider connects to an IVR server on the Nortel server subnet.

June 2007 Communication Control Toolkit architecture Web Internet Customer Symposium Web Center Portal Agent Desktop with Communication Control Toolkit client application CLAN Communication Control Toolkit Server Contact Management Framework TAPI Connector TAPI Service Provider IPML Connector IPML Service Provider CRM Server IVR Symposium Call Center Server ELAN PSTN Telephone Customer Switch Note: Solid lines show physical connections. dashed lines show logical connections. Planning and Engineering Guide 29 . the telephony component is purely IP-based. On the Succession 1000 switch. it is a more traditional TDM-based solution. Hybrid solutions can be deployed for businesses that want to adopt a more evolutionary approach to IP telephony rollout. Telephony component The telephony component is made up of the phonesets and the switch. on the Meridian 1 switch.

Unlike conventional e-mail requests to a single e-mail account. or third-party IVR systems. respond to. Note: The Communication Control Toolkit server can coreside with the MPS 500. which provides intelligent call routing capability.Communication Control Toolkit architecture Standard 5. or over the Internet. such as the MPS 500 or MPS 1000. or additional wiring for the client PC. as well as run historical reports. The telephone is physically connected to a switch but is not physically connected to a client PC. and records all your agents’ responses with the initial request. Customer Relationship Manager (CRM): A custom or third-party application that stores customer information and preferences. and track requests over the Internet. Agents can use it to respond to customers’ requests over the telephone. Supervisors and administrators can view real-time displays of contact center activities. Symposium Call Center Server allows you to identify each agent’s unique abilities. by e-mail.and server-based applications. Interactive Voice Response (IVR) server (optional): An application that allows telephone callers to interact with a host computer using prerecorded messages and prompts. Symposium Web Center Portal lists all your customers’ requests. The agent/client interface presents the agent with a browser-based graphical user interface. circuit packs. You do not need any special telephones. Symposium Web Center Portal (SWCP) (optional): A client/server contact center application that expands contact center e-mail capabilities to allow agents to view. Rules for call treatment and routing can be simple or complex. Symposium Call Center Server: The core contact center component. Communication Control Toolkit client applications can access the CRM database to produce screen pops or otherwise determine how customer calls should be handled.01 Server components Communication Control Toolkit server: A client/server application that integrates a telephone on a user’s desktop with client. or skillsets. 30 Communication Control Toolkit . This allows you to measure and control the volume of traffic from the Internet. connectors. This server runs the Symposium Call Center Server application software. You can use Nortel IVR systems. All calls arriving at the switch are routed to the agent with the appropriate skillset.

one connecting to the ELAN subnet and the other connecting to the Nortel server subnet. The applications might include software phones. A direct connection to Symposium Call Center Server provides a link to the ELAN subnet. Disable NetBios on the network interface card connected to the voice switch (ELAN subnet NIC). agent telephony toolbars with screen pops. and intelligent call management applications. The Nortel server subnet card should always be first in the binding order. In a call center environment. Planning and Engineering Guide 31 . there may be delays in Request/Response messages between the clients and the server. NetBios traffic does not work well on multi-homed hosts.June 2007 Communication Control Toolkit architecture Client component Communication Control Toolkit client PC: A client PC running a customized application that uses the Communication Control Toolkit API. Third-party applications that interface with the server also connect to this LAN. If more than one network interface card is enabled. The Communication Control Toolkit client and server both connect to the Nortel server subnet. the Communication Control Toolkit server requires two 10/100BASE-T network Ethernet ports. because NetBios is not a routable protocol. Network infrastructure Nortel server subnet: The LAN to which your corporate services and resources connect. Note: In a knowledge worker environment. Embedded Local Area Network (ELAN) subnet: A dedicated Ethernet TCP/IP LAN that connects the switch to Symposium Call Center Server (in a contact center environment) or Communication Control Toolkit (in a knowledge worker or self-service environment). the Communication Control Toolkit server requires one network Ethernet port to connect to the Nortel server subnet.

For a description of the components. skill-based routing is not required. see the preceding section.Communication Control Toolkit architecture Standard 5. dashed lines show logical connections. and Communication Control Toolkit delivers caller information. Communication Control Toolkit connects directly to the switch over the ELAN subnet.01 Knowledge worker architecture In a knowledge worker environment. In this environment. The switch directs incoming calls to agents. or CLID. 32 Communication Control Toolkit . It connects to client PCs and application servers over the Nortel server subnet. The following diagram shows an overview of the architecture of Communication Control Toolkit in a knowledge worker environment: Agent Desktop with Communication Control Toolkit client application Communication Control Toolkit Server Contact Management Framework TAPI Connector TAPI Service Provider CRM Server PSTN Telephone Customer Switch Note: Solid lines show physical connections. such as ANI/DNIS.

June 2007 Communication Control Toolkit architecture Self-service architecture In a self-service environment. Calls are not handled by agents. callers use an IVR system. The following diagram shows an overview of the architecture of Communication Control Toolkit in a self-service environment: Agent Desktop with Communication Control Toolkit client application CLAN Communication Control Toolkit Server Contact Management Framework IPML Connector IPML Service Provider CRM Server IVR Symposium Call Center Server ELAN PSTN Telephone Customer Switch Planning and Engineering Guide 33 . bank customers might use IVR to find out their account balance or to transfer funds. In this environment. Communication Control Toolkit connects to the IVR system over the Nortel server subnet. such as the MPS 500 or MPS 1000. For example. Communication Control Toolkit and the IVR server connect to the switch through Symposium Call Center Server. to answer queries or request services.

and the new server components enable open switch connectivity. and server.01 Components The Communication Control Toolkit introduces new components at the client. as described in the following sections. Network Address Translation (NAT). and can include the following: software phones agent telephony toolbars with screen pop intelligent call management applications The Communication Control Toolkit API provides three levels of API that you can use to develop a range of client applications.Communication Control Toolkit architecture Standard 5. The Win Forms provide graphical API abstractions that allow rapid development of Communication Control Toolkit-enabled applications. Communication Control Toolkit also leverages existing components of Telephony Application Program Interface (TAPI) and Integration Package for Meridian Link (IPML). 34 Communication Control Toolkit . which you can import into a project for rapid development of form-based toolbars. An easy-to-use graphical API delivers Windows Form Controls (Win Forms). The Communication Control Toolkit consists of Nortel-developed software and third-party components. transport. the new transport components provide firewall friendliness. Client application Client applications are third-party components. The new client components simplify integration. and Citrix support.

June 2007 Communication Control Toolkit architecture Transport A secure transport layer. The IPML service provider operates as a Planning and Engineering Guide 35 . TAPI Connector—An application that converts Communication Control Toolkit requests to TAPI API calls. and addresses. This gives flexibility to solutions requiring support for Terminal Services support firewall friendliness NAT Note: If you are using a firewall. The Communication Control Toolkit client initiates communication with the server through a socket. The TAPI Connector sits between the Nortel Networks TAPI Service Provider and the Contact Management Framework. and TAPI events to Communication Control Toolkit events. you must ensure that this port is not blocked. IPML Service Provider—An IPML client responsible for CTI operations of all lines controlled by the Communication Control Toolkit platform that have been initialized by IPML. TAPI Service Provider—A Microsoft TAPI client responsible for CTI operations of all lines controlled by the Communication Control Toolkit platform that have been initialized by TAPI. terminals. provides user authentication. agents. The Contact Management Framework uses the IPML Service provider to access the underlying switch interface (TLS). based on a single. IPML Connector—An application that allows you to deploy Communication Control Toolkit in an IVR-only solution (where TAPI is not used). and encryption (to protect data transported across the network). digital signing (to prevent the insertion of data). The server responds and continues to communicate with the client through the same socket. Communication Control Toolkit server The component responsible for managing client sessions consists of the following subcomponents: Contact Management Framework—An infrastructure component that manages the states of contacts. reconfigurable port on the server (default 29373).

An example of an MLS application is an inbound telemarketing contact center. In addition. Both the TAPI and IPML Service Providers support the Meridian Link Services (MLS) interface. This is a two-way communications facility that provides the interface between external computer applications and the switch to achieve computer-telephony integration (CTI). which is referenced by application developers. Third-party applications Third-party components include the following: Microsoft . and present it to the agent’s PC before the call is even answered. Meridian Link Services is a protocol exported as part of Communication Control Toolkit. facilitating the functional integration of computer systems and telecommunication systems. the TAPI Service Provider supports the Application Module Link (AML) interface. where MLS provides the Calling Line ID (CLID) and Dialed Number Identification Service (DNIS) information from an incoming call to a third-party application. The API is published as Microsoft .Communication Control Toolkit architecture Standard 5.NET Framework (client and server) Microsoft SQL Server 2000 Desktop Engine (MSDE 2000) GigaSpaces Platform Infrastructure (server only) Note: Third-party applications are supported according to the guidelines in the Symposium Portfolio Server And Operating System Requirements document.01 service provider between the Contact Management Framework and the Message Control Bus (MCB) on IPML. Switch interfaces Communication Control Toolkit supports a number of different switch interfaces that provide connectivity to different switch types. 36 Communication Control Toolkit . This is the original interface created for communicating with the switch.NET types and distributed as a Windows assembly. The application can use this information to retrieve data—both customer and product information—from a database. Communication Control Toolkit API—An API that controls voice resources.

NET framework is made up of two components: the Common Language Runtime (CLR).NET Framework is a managed execution environment that runs on the Windows platform. you only need to distribute the assembly.NET types to be used in developing applications. You do not need to provide a separate file (for example.NET platform. which provide connectivity to the Avaya G3 and Genesys T-Server Release 10 switches. or IDL file) for type information. Assemblies are self-describing: they contain all the type information for the types they contain. which provides the execution environment memory management the .NET assembly. you must install the . security database access. This environment provides memory management.NET Framework on the host operating system. For these applications to run. and so on) additional . respectively. .NET framework Communication Control Toolkit provides a library of .June 2007 Communication Control Toolkit architecture The IPML Service Provider also supports the IVR-ASAI and IVR-GTS interfaces. Distribution The Communication Control Toolkit API is distributed as a . and high performance.NET types (classes) that provide access to the underlying operating system functions (including networking. The Microsoft . type library. header file. which includes a set of .NET Framework class library. The . version management. Planning and Engineering Guide 37 . strong type safety. Therefore.NET types that provide applications with communications monitoring and control functionality You can use this framework of classes to develop applications that run on the Windows .

38 Communication Control Toolkit . the Communication Control Toolkit API is accessible from any .NET types. both versions of the assembly can run in parallel. if a second version of an assembly is released.NET programming language (there are currently over 20 programming language compilers for the . and J#). C++. Supported programming languages As . including the Microsoft compilers for C#.01 Version management The .Communication Control Toolkit architecture Standard 5.NET framework supports versioning and side-by-side execution of different versions of an assembly.NET Framework. Therefore. Visual Basic. This allows multiple generations of the Communication Control Toolkit client applications to execute simultaneously on a client.

directly or indirectly.June 2007 Communication Control Toolkit architecture Communication Control Toolkit API application types Communication Control Toolkit provides three types of API: Full API Lite API Graphical API These APIs can be used to develop applications that run on the . It provides users with a view of the subset of Planning and Engineering Guide 39 . The following table shows the types of applications that can be created with each type of API: Graphical API ✔ Application type Full API ✔ ✔ ✔ ✔ Lite API ✔ ✔ ✔ ✔ Windows UI applications Console (text-based) applications Windows Service applications Web applications ✔ Full API The Full API is an object-oriented API that provides a powerful. The API exposes as many features of the underlying communications platforms as possible. object-oriented programming interface to developers. Primary objects The Full API allows you to control the following types of objects: Session—A representation of a user’s active session with Communication Control Toolkit.NET platform. to all other objects. It is used by developers with Communication Control Toolkit knowledge who want to develop complex applications. It is the main entry point and provides access.

Terminal—A physical (or logical) endpoint. thus enabling rapid application development of simpler Communication Control Toolkit applications. a representation that a leg of a phone call is connected to a particular telephone).Communication Control Toolkit architecture Standard 5. TerminalConnection—A relationship between a terminal and a connection (for example. An address may be associated with one or more terminals. an agent is logged on to a contact center skillset at a particular telephone). Address—The representation of an addressable endpoint. AgentTerminalSession—The representation of the relationship between the agent and a terminal (for example. a phone call). a leg of a phone call). The Lite API provides a subset of the capabilities of the Full API and requires less Communication Control Toolkit knowledge and code development to create basic Communication Control Toolkit applications. such as a telephone. Agent—A user who is logged on to one or more contact distribution queues for the purposes of receiving queued or routed contacts. A contact may have one or more connections. Contact—The abstraction of a communication (for example. or CDN.01 communications devices and functionality that they have permission to access. It may be associated with one or more addresses. position ID. 40 Communication Control Toolkit . It is particularly useful to application developers who want to focus on the business application and who only require basic functionality. Lite API The Lite API provides a programming interface that hides the complexity of the underlying communications platforms. Connection—A relationship between an address and a contact (for example. such as a DN.

With the Graphical API. developers can create applications by dragging and dropping icons using Visual Studio . The Graphical API includes a set of Windows Form controls. Supported functions The Graphical API supports the following functions: Answer an existing contact Call supervisor Conference in a supervisor under emergency circumstances Create a new contact Drop an existing contact Generate DTMF tones on an existing contact Hold and take off hold an existing contact Initiate and complete a conference Initiate and complete a consult transfer Login and logout an agent Perform a blind transfer on an existing contact Place an agent into a ready and not ready state with a reason code Place an agent into a ready and not ready state Place the phoneset into a busy state and a ready state Set activity codes Set contact data Planning and Engineering Guide 41 .June 2007 Communication Control Toolkit architecture Graphical API The Graphical API abstracts the Full API to a basic button-level of complexity for developers who do not want to use the Full or Lite API and who require a graphical user interface-based business application.NET 2003.

Windows.Button). the basic Button (System. Controls are objects that are contained within form objects. and events that make it suitable for a particular purpose. Windows Forms controls include buttons. methods. Communication Control Toolkit contains the following Windows Form Controls: Custom control Description SessionStatesCtrl SessionLoginCtrl SessionReadyCtrl ContactMakeCtrl ContactAcceptCtrl ContactReleaseCtrl ContactHoldCtrl ContactTransferCtrl ContactBlindTransCtrl ContactConfCtrl Session state and event computer control Session login and logout control Session Ready and Not Ready control Make Contact control Accept Contact control Release Contact control Put Contact on Hold. Windows Forms controls are reusable components that encapsulate user interface functionality and are used in client-side Windows applications. align. check boxes. and so on. and position controls.01 Windows Forms Controls As developers design and modify the user interface of their solutions. they add.Communication Control Toolkit architecture Standard 5. Each type of control has its own set of properties.Forms. text boxes. take Contact off hold Consultative Transfer of Contact control Blind Transfer of Contact control Conference Contact control 42 Communication Control Toolkit . Communication Control Toolkit custom Windows Form Controls are all based on an existing Windows Form Control.

Chapter 3 Engineering Communication Control Toolkit In this chapter Section A: Engineering the server Section B: Engineering the client 45 59 Planning and Engineering Guide 43 .

01 44 Communication Control Toolkit .Engineering Communication Control Toolkit Standard 5.

June 2007 Engineering Communication Control Toolkit Section A: Engineering the server In this chapter Hardware requirements Operating system configuration requirements Capacity Guidelines to minimize capacity requirements 46 50 51 56 Planning and Engineering Guide 45 .

and hard drive speed that satisfies the capacity requirements of the contact center One or more network interface cards (NICs) is also required. Windows 2000 Advanced Server. For minimum Service Pack levels. which operates on any hardware platform that meets specified requirements. RAM. or Windows Server 2003 (Standard Edition or Enterprise Edition) operating system and Microsoft-certified drivers. depending on the type of environment. hard drive capacity. “Engineering the network. see Chapter 5. For optimal performance. Platform Vendor Independence Communication Control Toolkit does not require Nortel-supplied hardware. It runs on any hardware platform with an Intel Pentium CPU Windows 2000 Server. see the Symposium Portfolio Server And Operating System Requirements.” For more detailed information about server requirements. 46 Communication Control Toolkit . For more information. see the Symposium Portfolio Server And Operating System Requirements. This solution is referred to as Platform Vendor Independence (PVI).Engineering Communication Control Toolkit Standard 5.01 Hardware requirements Supported hardware platforms Communication Control Toolkit Release 5. Note: It is expected and normal for CPU utilization to exceed 70 percent (with utilization as high as 100 percent) for short periods. CPU requirements Communication Control Toolkit requires a processor from the Intel Pentium suite.0 is a software-only solution. average CPU utilization should not exceed 70 percent for any 20-minute period. CPU speed.

The Communication Control Toolkit installer requires a minimum of 128 Mb free on the C:\ drive. You must have a minimum of 68. During steady state operation.1 Mb in this directory to install the Nortel Communication Control Toolkit database. however. regardless of the location of the target installation drive. If it does. You can use more than the recommended amount of RAM. When you install the Nortel Communication Control Toolkit server. To determine whether the amount of memory on your platform is adequate for your workload. you must ensure that you have enough space allocated for the Nortel Communication Control Toolkit database. the database can reach a maximum size of 2 GBytes. the average value of the pages per second counter for a 20-minute period should not exceed 5. The Nortel Communication Control Toolkit database is installed on the default drive in the Program Files\Microsoft SQL Server\MSSQL$VCNNCCTDB directory. Additional RAM may be required for systems with a greater workload. increase RAM and adjust the paging file size (see “Paging file” on page 48). Memory requirements RAM requirements Communication Control Toolkit requires at least 1 Gb of RAM. Planning and Engineering Guide 47 . number of resources. Hard disk requirements Communication Control Toolkit requires at least 2 Gb of hard disk space for installation.June 2007 Engineering Communication Control Toolkit As the number of agents. but if you do. the speed of the processor required to maintain average CPU utilization below 70 percent also increases. This is because the installer requires a temporary directory on the C:\ drive from which to work. use the Windows Performance Monitor. you must allow additional disk space to accommodate the increase in size of the paging file (see the following section). and call loads increase.

Therefore. To enable remote support for the server.Engineering Communication Control Toolkit Standard 5. the default minimum paging file size is 768 Mb and the default maximum paging file size is 1 Gb. To optimize performance. The paging file is not located on the system boot drive (C: drive). If any of the following conditions apply. set up a Remote Support VPN (see Chapter 6. for the preceding example). the default system complete memory dump is not generated when the system stops unexpectedly: You are using multiple paging files distributed over separate disks. Nortel recommends that both the minimum and maximum paging file sizes be set to 1.5*RAM 2 Gb 2*RAM 2 Gb For a system with 512 Mb of RAM. Physical RAM size is larger than 2 Gb. however. To ensure that a complete system memory dump can be generated. do not install a modem on the Communication Control Toolkit server.5 * RAM (or 768 Mb. Nortel recommends that the paging file size not exceed 2 Gb the paging file reside on the C: partition Modems Communication Control Toolkit does not run on a server with a modem connected. Therefore. “Setting up remote support with a VPN”). 48 Communication Control Toolkit .01 Paging file The following table shows the default paging file sizes set during the Windows installation: Minimum paging file size Maximum paging file size Server RAM size Less than 2 Gb 2 Gb or greater 1. Microsoft recommends that the minimum paging file size equal the maximum paging file size.

nortel. Note: Software-RAID solutions. Backup. the server must be collocated with Symposium Call Center Server. Planning and Engineering Guide 49 . refer to your Nortel representative or visit the Nortel developer program web site at http://www. such as the one available from Microsoft.June 2007 Engineering Communication Control Toolkit Server location The physical location of the Communication Control Toolkit server depends on the type of connection you require. and solution redundancy A backup tape drive is not a requirement for Communication Control Toolkit. You can use a hardware-RAID solution provided it does not have a negative impact on TAPI performance. it must be tested by one of the following: verification testing by a Nortel Packaged Services group compatibility testing via the Nortel Developer Program For information. If you require a hardware-redundant solution. the server must be collocated with the switch. refer them to the RAID vendor. In a contact center or self-service environment. are not supported. disaster recovery. If you encounter issues with a hardware-RAID solution.com/developer Note: Communication Control Toolkit does not support Microsoft clustering because the software is currently not cluster-aware. In a knowledge worker environment.

01 Operating system configuration requirements Domain considerations The server cannot be a domain controller. It can be a stand-alone server within a domain. Nortel recommends a Remote Support VPN be implemented for Communication Control Toolkit (see Chapter 6. do not configure Remote Access Services (RAS) or install a modem on the Communication Control Toolkit server. Notes: If Remote Access Services is installed. Remote support with a directly connected modem is not possible. “Setting up remote support with a VPN”). Therefore. 50 Communication Control Toolkit .Engineering Communication Control Toolkit Standard 5. Remote Access Services Communication Control Toolkit does not run on a server with RAS configured or with a modem connected. the service must be in disabled state.

and call complexity—Transfers. and users) number of clients number of calls per hour. To optimize performance. If the call data size is set higher than your requirements. or both)—A system running both TAPI and IPML requires more system resources than a system running only TAPI or IPML. addresses. see “Hardware requirements” on page 46. conferencing. debugging and logging activities Call-attached data The amount of data attached to a call has a significant impact on performance. The default call data size allowed per call is 512 bytes. and. and disk space available)—For more information about hardware platforms. the type of solution (TAPI. and attached caller-entered data all increase call complexity. the resources required to process a call. memory. Communication Control Toolkit handles a maximum of 4096 bytes of attached data (TAPI + IVR) per call. see the Installation and Maintenance Guide). use the Communication Control Toolkit snap-in utility to set the call data size to match your actual call data requirements (for detailed instructions. Attached data that affects performance includes both TAPI data and IVR data. amount of call-attached data (see the following section) hardware configuration (processor speed. including number of resources (terminals. call duration. IPML. performance suffers because unnecessary memory is allocated for each call. therefore.June 2007 Engineering Communication Control Toolkit Capacity Factors affecting performance The performance of the Communication Control Toolkit server depends on a number of factors. Planning and Engineering Guide 51 .

and Data Access Layer logging Verbose Information Warning Error Critical The logging level of each section is independent: you can set the logging level for the Snap-in to Verbose and the logging level for the Connector to Critical. Snap-in. Error.0: Communication Control Toolkit Server logging Communication Control Toolkit Connector logging Snap-in logging Data Access Layer logging Each section has a number of logging levels: Communication Control Toolkit Server logging Trace Service Provider Events Trace Client Session Events Trace CMF Events Enable Debug Logging Communication Control Toolkit Connector. You configure logging levels using the Communication Control Toolkit Configuration Tool.Engineering Communication Control Toolkit Standard 5.01 Debugging activities There are four main logging sections in Communication Control Toolkit 5. and Critical Error and Critical 52 Communication Control Toolkit . If the logging level is set to then these message levels are output Verbose Warning Error All Warning.

and Communication Control Toolkit Data Access Layer [DAL]) outputs to its own instance of the Communication Control Toolkit Logging Utility. then you only need to enable the Trace Service Provider Events and Trace Client Session Events levels for the Communication Control Toolkit server. then you only need to enable logging for the Communication Control Toolkit server. Logging to the screen and to a file is fine at low call rates. Communication Control Toolkit Snap-in. or it can write messages to both the screen and a file.exe. Communication Control Toolkit Connector. To reduce CPU utilization. For example. one for each section. this process consumes more and more CPU resources. follow these guidelines: Log only to a file. Therefore. For example. if you are writing a Communication Control Toolkit client application. it is better to log directly to a file in these circumstances. CCTDBM. it can write messages to the screen without saving them to file. The Communication Control Toolkit Logging Utility can store messages to a file. if you are writing a Communication Control Toolkit client application. CPU utilization increases as the number of messages output increases. Logging to the screen is CPU-intensive. Planning and Engineering Guide 53 . Always use the appropriate logging level. Only enable logging for relevant sections. However. The Communication Control Toolkit Logging Utility consumes Communication Control Toolkit server CPU. if logging is enabled only for Communication Control Toolkit Connector. Each Communication Control Toolkit main component (Communication Control Toolkit. then only one instance of the Communication Control Toolkit Logging Utility runs. if logging is enabled for all of the four main components. and as messages cannot be read at high call rates (they scroll too quickly). then four instances of the Communication Control Toolkit Logging Utility run.June 2007 Engineering Communication Control Toolkit If the logging level is set to then these message levels are output Critical Critical Messages are output to the Communication Control Toolkit Logging Utility. but as the call rate increases.

01 You must provision your server for the use of the Communication Control Toolkit Logging Utility application at peak times.direct connect capacity limits Call capacity 36 000 simple cph for combined Communication Control Toolkit and TAPI clients Agent counts 2000 agents (4000 addresses) for combined Communication Control Toolkit and TAPI clients Self service capacity limits Call capacity 16 000 cph for combined IVR ports and agent desktop Agent counts 480 combined IVR lines and agent desktops 54 Communication Control Toolkit . 4000 addresses) if call data is not required or 1600 agents (1600 terminals. with all applications running.Engineering Communication Control Toolkit Standard 5. Self service supports an additional 480 IVR lines Knowledge worker . Contact center capacity limits Call capacity 36 000 simple CPH with no call data to a maximum for 2000 agents or 24 000 CPH with call data attached to a maximum of 1600 agents Self service supports an additional 16 000 CPH running on the IVR lines Agent counts 2000 agents (2000 terminals. without exceeding the 70 percent CPU utilization guideline. 3200 addresses) if call data is used.

there is an impact on Symposium Call Center Server performance. If you are using Meridian Link Services (MLS) with Communication Control Toolkit. refer to the Symposium Call Center Server Planning and Engineering Guide. For more information. and then (when talk time is complete) released. MLS performance impact MLS is used in a contact center environment.June 2007 Engineering Communication Control Toolkit Note: A basic call is defined as an incoming call that is answered by an agent. It is an intelligent signaling link offering computer-telephony integration (CTI) applications access to Meridian 1/Succession 1000 call processing functions. Planning and Engineering Guide 55 .

56 Communication Control Toolkit . Server virtual memory: Committed Bytes (found in the Memory Object of the Performance Monitor) must not exceed 90 percent of the Commit Limit (also found in the Memory Object of the Performance Monitor). Nortel server subnet traffic: Average Nortel server subnet utilization must not exceed the limit specified on page 103 (for a contact center or selfservice environment). Server RAM memory: Average pages per second (found in the Memory Object of the Performance Monitor) over any 20-minute period during the peak hour under steady state operation must not exceed 5. if we examine the average values of CPU utilization taken over consecutive 20-minute intervals. see “Memory requirements” on page 47. For example. Physical and virtual memory: For optimal performance. these average values are approximately the same. Guidelines for steady state operation To ensure trouble-free operation of the server. CPU utilization may vary widely at different consecutive time instances. you must adhere to the Microsoft recommendations for physical RAM and virtual memory sizing. or on page 93 (for a knowledge worker environment).01 Guidelines to minimize capacity requirements The engineering models used to calculate the capacity requirements of your contact center assume that you follow certain guidelines to minimize the load on your server. For more information.Engineering Communication Control Toolkit Standard 5. during a period of steady state operation. adhere to the following guidelines for steady state operation: Processor CPU: Average CPU utilization over any 20-minute period during the peak hour under steady state operation must not exceed 70 percent. however. Steady state operation Steady state refers to an operational state in which average values of the capacity parameters do not change with time.

For more details. To minimize their impact. These utilities must not be used while the Communication Control Toolkit server is operating in a steady state. They may only be used during initial configuration of the Communication Control Toolkit server or when the Communication Control Toolkit server is offline. make sure that the following services are stopped: Planning and Engineering Guide 57 . Note: Communication Control Toolkit provides a number of import utilities. Checking files for viruses Perform this activity during off-peak hours. Nortel recommends a number of restrictions: All non-steady state processes Run only one non-steady state process at any given time. Database backup Perform database backups during off-peak hours.June 2007 Engineering Communication Control Toolkit ELAN subnet traffic: In a knowledge worker environment. available on the Partner Information Center (PIC) web site. When using the TAPI Configuration Tool to do a Data Import from the switch dump. Note: Communication Control Toolkit provides a number of import utilities. average ELAN subnet utilization must not exceed the limit specified on page 94. Guidelines for non-steady state operations A number of non-steady state processes can have a significant impact on the steady state call processing activity of the server. Use them only during initial configuration of the Communication Control Toolkit server or when the Communication Control Toolkit server is offline. Do not use these utilities while the Communication Control Toolkit server is operating in a steady state. make sure that the following services are stopped: ACDProxy Telephony Service When using any of the import utilities in the Communication Control Toolkit snap-in to import resources into Communication Control Toolkit. see the Symposium Portfolio Server And Operating System Requirements document.

Engineering Communication Control Toolkit Standard 5.01 NCCT Server NCCT TAPI Connector Service (if installed) Nortel Networks MPS Manager (if installed) Nortel Networks RSH Daemon (if installed) 58 Communication Control Toolkit .

June 2007 Engineering Communication Control Toolkit Section B: Engineering the client In this section Client requirements 60 Planning and Engineering Guide 59 .

ensure that this port is open. Operating system Communication Control Toolkit supports applications running on a PVI client running one of the following operating systems: Microsoft Windows 2000 Professional Microsoft Windows XP Professional Windows Server 2003 Microsoft Windows Vista Hardware requirements The client PC must meet the minimum requirements of the operating system. this port is 29373. Port requirements Communication Control Toolkit clients use a single port for communication with the server.01 Client requirements It is the responsibility of the application developer to specify the requirements of the Communication Control Toolkit client PC. however. the port number is configurable (for detailed instructions. By default. If you are using a firewall. see the Installation and Maintenance Guide). 60 Communication Control Toolkit .Engineering Communication Control Toolkit Standard 5. Communication Control Toolkit clients must meet the following minimum requirements.

Chapter 4 Engineering the switch In this chapter Section A: Engineering Meridian 1/Succession 1000 Section B: Configuring Meridian 1/Succession 1000 63 73 Planning and Engineering Guide 61 .

01 62 Communication Control Toolkit .Engineering the switch Standard 5.

June 2007 Engineering the switch Section A: Engineering Meridian 1/ Succession 1000 In this section Meridian 1/Succession 1000 switch requirements Meridian 1/Succession 1000 switch capacity Supported phonesets 64 67 70 Planning and Engineering Guide 63 .

0 64 Communication Control Toolkit .07 Succession 1000M. Release 2. and 81C Succession 1000 and 1000M Switch software versions Communication Control Toolkit requires one of the following versions of switch software: X11 Release 25. 51C.01 Meridian 1/Succession 1000 switch requirements Supported switches Communication Control Toolkit requires one of the following types of switches: Meridian 1 Options 11C.Engineering the switch Standard 5. Some Communication Control Toolkit features require a more recent switch software version. 61C. you need the following releases of switch software: X11 Release 26.0. Release 3. Release 3.40B or greater Succession 1000.0 Succession 1000M. 81.0 These are the minimum releases of switch software required for Communication Control Toolkit 5. 11C Mini. To use the DTMF and UUI features.

depending on the level of functionality required: Application (option) Purpose 40 41 42 43 45 50 145 Basic ACD Basic ACD B Basic ACD 3 usage reports Basic ACD C2 load management Basic ACD A ACD D used for ACD MAX applications Integrated services digital network (ISDN) Planning and Engineering Guide 65 . or self-service environment: Application (option) Contact Knowledge center worker ✔ ✔ ✔ ✔ Selfservice ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ Purpose 35 77 153 247 311 324 Integrated messaging (IMS) Command and status link (CSL) ISDN/AP for third parties (IAP 3P) ✔ Call ID NGCC mixed generation call center NGen new generation foundation ✔ Optional applications The following table lists additional applications that can be installed.June 2007 Engineering the switch Applications Required applications The following table lists the applications that must be installed on a Succession switch in order to support Communication Control Toolkit in a contact center. knowledge worker.

It is assumed that these circuits are provisioned in a similar manner to that of NACD.Engineering the switch Standard 5. 66 Communication Control Toolkit . ISDN The ISDN circuits to the PSTN must be provisioned to handle the network call traffic to and from each switch.01 Application (option) Purpose 146 214 215 Primary rate access (PRA) Enhanced ACD routing (EAR) Customer controlled routing (CCR) Networked ACD The usage of Networked ACD (NACD) is transparent to Communication Control Toolkit. The call rates used in Communication Control Toolkit engineering are the total calls arriving to Communication Control Toolkit from the local switch. either directly or from Networked ACD.

(This spreadsheet is available from the Partner Information Center [PIC] web site. A Basic Call is defined as a simple unfeatured call between two 2500 sets.June 2007 Engineering the switch Meridian 1/Succession 1000 switch capacity The capacity of Communication Control Toolkit is a factor not only of Communication Control Toolkit itself but also of the physical capacity of the switch. using a four-digit dialing plan. on the same switch. as shown in the following table: Processor type EBC capacity Option 11C/CSE 1000 CP2 CP3 CP4 CPP 42 000 (TDM mode) 35 000 (IP-enabled mode) 54 782 72 000 100 800 315 000 Planning and Engineering Guide 67 . The EBC capacity of the switch depends on the processor type. An EBC is a measure of the switch CPU real time required to process a Basic Call. The call throughput of Communication Control Toolkit depends on the following factors: rated capacity of the switch call complexity expected call rate You can use the M1 Switch Capacity Spreadsheet to calculate call throughput for the Meridian 1/Succession 1000 switch.) Rated capacity of the switch The capacity of the switch is specified as the number of Equivalent Basic Calls (EBCs) per hour.

All calls have an EBC cost.94 EBC To quantify levels of call complexity. For example. which is available on the PIC web site. or by Succession 1000M. all contributions resulting from the following parameters must be considered: the call complexity the MLS commands issued by CTI applications any other applications that may be communicating over the ELAN with the switch You can determine the call rate by calculating the total Equivalent Basic Call (EBC) value for all incoming traffic per switch type.25 EBC.25 + 2. Release 3. using a greater number of services) costing more EBCs. Therefore. a call that receives IVR and Music treatments costs 2. Nortel has defined several call models. 68 Communication Control Toolkit . a basic call costs 2. with calls of higher complexity (that is.Engineering the switch Standard 5.29 = 4. “Standard call models”). Maximum achievable call rates To determine the maximum achievable call rates for different switch models. CP2 is not supported by Meridian 1 in IP-enabled mode. You can calculate the EBC cost using the Meridian 1 Switch Capacity Spreadsheet.40 + 0.29 EBC. which represent simple. Call complexity The complexity of a call is defined as the number of each type of service used by the call. Give Music costs 0.0. and front-end IVR systems (see AppendixC. Give IVR (including transfer) costs 2.01 Notes: For more information on switch application engineering. see the Large System Planning and Engineering Guide (NTP 553-3021-120). complex.40 EBC.

then the CPP uses 193 percent of the processor capacity. Note: Nortel does not recommend CPU utilization greater than 100 percent. In contrast. Planning and Engineering Guide 69 .” This table implies that if there are 44 000 Symposium Voice Processing type calls. CPP utilization per number of active agents per call model Active agents 2200 1500 Calls per hour Symposium Voice Processing Hybrid Front-end IVR 44 000 193% 123% 76% 30 000 131% 84% 51% For a description of the call models. see Appendix C.June 2007 Engineering the switch Sample calculations using the Meridian 1 switch Capacity Tool This calculation considers the Meridian 1 Option 81 with a CPP processor. “Standard call models. which has an EBC capacity of 315 000. the Front-end IVR call model uses only 76 percent of the CPP for an equivalent call rate.

For more information about unsupported telephone configurations. Multiple Appearance Reduction Prime (MARP).01 Supported phonesets Communication Control Toolkit monitors and controls the telephony activities of the following telephones that are registered on a supported switch: ATTENTION If your telephone set supports Auto Hold Allowed (AHA).0. you must disable the configurations. M2000 series digital telephones: M2009 M2018 M2317 Meridian modular telephones (MMT): M2006 M2008 M2216 M2616 M39xx telephones: M3901 M3902 M3903 M3904 M3905 IP phones and softphones IP Phone 2004 IP Phone 2002 70 Communication Control Toolkit .Engineering the switch Standard 5. see the Communication Control Toolkit Installation and Maintenance Guide. or Multiple Appearance Directory Number (MADN). These configurations are not supported in Communication Control Toolkit 5.

June 2007 Engineering the switch IP Phone 2001 IP Softphone 2050 Planning and Engineering Guide 71 .

01 72 Communication Control Toolkit .Engineering the switch Standard 5.

June 2007 Engineering the switch Section B: Configuring Meridian 1/ Succession 1000 In this section Overview Configuring the ELAN subnet (knowledge worker environment) Configuring CDNs Configuring TAPI phonesets 74 75 81 83 Planning and Engineering Guide 73 .

ACD queues. the ELAN is configured during installation and configuration of Symposium Call Center Server. See the IPML Distributor Software Installation Guide. and phonesets for use with IPML.01 Overview The following checklist lists the tasks required to configure the switch for Communication Control Toolkit: Description ✔ Configure the ELAN hardware and software. See “Configuring TAPI phonesets” on page 83.Engineering the switch Standard 5. See “Configuring the ELAN subnet (knowledge worker environment)” on page 75. Configure IVR ports. Configure phonesets for use with TAPI. Note: In a contact center environment. 74 Communication Control Toolkit . See “Configuring CDNs” on page 81. Configure CDNs to be controlled by Communication Control Toolkit.

Notes: The Communication Control Toolkit server requires two 10/100BASE-T network Ethernet ports. perform the following tasks to configure the software: Planning and Engineering Guide 75 . The Nortel server subnet card should always be first in the binding order.June 2007 Engineering the switch Configuring the ELAN subnet (knowledge worker environment) If you are installing Communication Control Toolkit in a contact center environment. you must configure the ELAN subnet on the switch. refer to the Symposium Call Center Server documentation. Configuring the software When you complete the hardware configuration of the Ethernet port. Communication Control Toolkit communicates with the switch through Symposium Call Center Server. If you are installing in a knowledge worker environment. since NetBios traffic does not work well on multi-homed hosts as it is not a routable protocol. Configuration of the ELAN subnet involves configuration of both the hardware and the software. Applications connect to the Nortel server subnet using the IP address of the Ethernet port on the switch and port number 8888. The switch dynamically assigns the appropriate Nortel server subnet address for each application. Refer to the product documentation provided with your switch for instructions on hardware configuration. To configure the connection between Symposium Call Center Server and the switch. Configuring the hardware You must connect the switch network port to the Nortel server subnet. one connecting to the ELAN subnet and the other connecting to the Nortel server subnet. NetBios should be disabled on the NIC connected to the telephony switch (ELAN subnet NIC).

Engineering the switch

Standard 5.01

1. 2. 3. 4. 5.

Assign an IP address to the switch. Define a routing table. Define the Embedded LAN (ELAN) and a Value Added Server (VAS). Enable the ELAN link. Check the ELAN link.

The latter three tasks associate the link (ELAN) with a VAS ID to allow message transmission.

Assigning an IP address to the switch
To assign an IP address for an Ethernet port, log on to the switch through Optivity Telephony Manager (OTM). Use the following sample session as a template, substituting relevant values where appropriate in overlay 117:
> LD 117 NEW HOST M1SERVER_A 47.1.1.10

where M1SERVER_A is the host name for the IP address and 47.1.1.10 is the IP address of the active Ethernet port.
CHG ELNK ACTIVE M1SERVER_A CHG MASK 255.255.255.0

where 255.255.255.0 is the local subnet mask. In a redundant system with a dual CPU, repeat this process for the backup inactive CPU, using the following template and substituting appropriate values where necessary:
> LD 117 NEW HOST M1SERVER_B 47.1.1.11

where M1SERVER_B is the host name for the IP address and 47.1.1.11 is the IP address of the standby Ethernet port.
CHG ELNK INACTIVE M1SERVER_B

76

Communication Control Toolkit

June 2007

Engineering the switch

After you assign the necessary IP address(es), press the <MAN INT> button on the CPU card to manually initialize the system and activate the new IP address information.

Defining a routing table
The routing table supplies the switch with the IP addresses of a gateway server. This information allows the switch to send return messages to the gateway for forwarding to the requesting client. If you have a default gateway in the network, use the following sample session as a template, substituting relevant values where appropriate:
> LD 117 NEW ROUT 0.0.0.0 47.1.1.250

where 47.1.1.250 is the IP address of the default gateway.

Primary IP address procedures
This section provides procedures for the activation, validation, and recovery of the Primary IP address. Activation procedure Manually initialize the system to activate the connection to the IP address configured in overlay 117. Note: You must perform a manual initialization to establish the initial connection to the primary IP address. After the connection is established, another manual initialization is required only if the primary IP address is changed. Validation procedure To verify that the primary IP address is active, compare the IP address configured in overlay 117 with the IP address used in overlay 137. The IP addresses must be identical in both overlays. To perform the validation, use the following sample as a template, substituting relevant values where appropriate:
> LD 117

Planning and Engineering Guide

77

Engineering the switch

Standard 5.01

OAM000 PRT ELNK ACTIVE ETHERNET: PRIMARY_IP 47.48.49.50 INACTIVE ETHERNET: SECONDARY_IP 47.48.49.51 OK > LD 137 CIOD000 STAT ELNK ELNK ENABLED Ethernet (ln unit number 0): Host: PRIMARY_IP Internet address: 47.48.49.50

where 47.48.49.50 indicates the actual IP address used.
Broadcast address: 47.48.49.255 Ethernet address: 00:00:75:32:1e:ca Netmask: 0xff000000; Subnetmask: 0xfffff000 33520 packets received; 12308 packets sent 0 input errors; 0 output errors 0 collisions

If the IP addresses are not identical, the IP address is invalid and you must perform the recovery procedure. Recovery procedure If the connection to the Primary IP address is lost, you can reestablish it by performing the following tasks:

78

Communication Control Toolkit

To define the ELAN subnet with LD 17 Use these prompts and responses in Overlay 17. Perform the validation procedure again to confirm that the Ethernet connection is fully functional. Number of call registers linked to output queue Number of call registers linked to input queue Exit from overlay. CTYP DES VAS VSID ELAN SECU CSQO CSQI REQ NEW 16 16–31 Yes 255 maximum 255 maximum END Planning and Engineering Guide 79 . Manually initialize the system to reestablish a connection to the primary IP address. Note: For prompts that are not specified in the following table. Add/change/remove CHG ELAN 16. Add a value added server. VAS identifier Associate VAS ID with the ELAN. Turn on security for MLS applications. ELAN NAME Card type Enter a name for the ELAN port number. Use a generic name because the ELAN port is not dedicated to a specific application. 2.June 2007 Engineering the switch 1. Prompt Response Description REQ TYPE ADAN CHG CFN Change Configuration Record NEW ELAN 16. I/O device type ELAN 16 (AML over OUT ELAN 16 Ethernet). press Enter.

load LD 48.nnn where nnn. Note the ELAN ID. Type the command STAT ELAN.Engineering the switch Standard 5. Follow these steps to check the ELAN link: 1 2 3 At the switch administration terminal. and then press Enter.nnn is the switch IP address. open a DOS prompt. Example ELAN #: 16 DES: the application (for example.nnn. the ELAN link comes into service.nnn.01 To enable the ELAN subnet link 1 2 At the switch administration terminal. 80 Communication Control Toolkit . load LD 48.163. check the ELAN connection by pinging the switch IP address from the application.68 LYR7: ACTIVE EMPTY APPL ACTIVE 4 If the ELAN is not active.152. elan16) APPL_IP_ID: 47.nnn. LYR7 and APPL are active. To do so. Type ping nnn. Checking the ELAN subnet with LD 48 Once you configure the VSID and power up Communication Control Toolkit. Type the command ENL ELAN 16. Ensure that. under your Communication Control Toolkit ELAN IP address.nnn.

VSID definitions Do not enter a VSID definition on CDNs. Communication Control Toolkit can monitor CDNs controlled by other applications. configure the DN in the Communication Control Toolkit Configuration Tool. You have a listing or printout of available CDNs (overlay program 23). as well as in the Communication Control Toolkit snap-in utility. Planning and Engineering Guide 81 . configure the CDN as described in the Symposium Call Center Server documentation. Assumptions The following assumptions are made: You know the user ID and password to log on to the switch administration terminal. This section describes how to configure CDNs controlled by Communication Control Toolkit on the switch. Communication Control Toolkit can control CDNs that are not controlled by Symposium Call Center Server (only one application can control a CDN). Note: To monitor a CDN controlled by Symposium Call Center Server. You are familiar with switch Change and Diagnostics overlays. You must configure CDNs on the switch. such as Symposium Call Center Server.June 2007 Engineering the switch Configuring CDNs CDNs are specialized ACD-DNs or queues on the switch. However. Then. making sure that the DN Monitor box is checked.

82 Communication Control Toolkit . press Enter. When developing your application. You must configure the CDN as a route point address in the Communication Control Toolkit Configuration Tool (see the Installation and Maintenance Guide). The ACD-DN to which the call is routed if there is a problem on Communication Control Toolkit.01 To configure a CDN with LD 23 Use these prompts and responses in Overlay 23. DN is controlled by Communication Control Toolkit.Engineering the switch Standard 5. Default ACD-DN. Prompt Response Description REQ TYPE CUST CDN RPRT DFDN NEW CDN 0–99 xxxx No xxx(xxxx) Add a CDN. For prompts that are not specified in the following table. CNTL REQ Yes END What next? You must also configure the CDN in the TAPI Configuration Tool (see the Installation and Maintenance Guide). Control DN data block Customer number Control Directory Number Deactivate the report control option. Exit from overlay. use the appropriate API call to acquire the CDN. Ensure that the DN Monitored box is checked.

You must configure the CDN as a terminal in the Communication Control Toolkit Configuration Tool (see the Installation and Maintenance Guide). such as transfer and conference.June 2007 Engineering the switch Configuring TAPI phonesets Guidelines Use Overlay 11 to configure phonesets for use with Communication Control Toolkit. set the values for 00 and 03. Follow these guidelines: Set the AST value for the phoneset to the key to be monitored by TAPI and Communication Control Toolkit. Set IAPG=1 To have other Communication Control Toolkit call control features. program these features on the phoneset. if the keys you choose to control are 00 and 03. What next? You must also configure the phoneset in the TAPI Configuration Tool (see the Installation and Maintenance Guide). For example. Ensure that the DN Monitored box is checked. Unsupported keys Limitations in Meridian Link prevent the Service Provider from supporting the following keys: Call park/unpark No-hold conference call Pickup Planning and Engineering Guide 83 .

01 84 Communication Control Toolkit .Engineering the switch Standard 5.

Chapter 5 Engineering the network In this chapter Overview Contact center and self-service environments Knowledge worker environment Network traffic 86 87 91 100 Planning and Engineering Guide 85 .

knowledge worker.01 Overview Network connections All Meridian 1/Succession 1000 switches use an Embedded LAN (ELAN) for system access and control. Ensure that telephony traffic is confined to the ELAN subnet and that data traffic is confined to one or more Nortel server subnets. you must isolate telephony traffic from data traffic.Engineering the network Standard 5. In a Communication Control Toolkit environment. 86 Communication Control Toolkit . and self-service environments. The following sections describe how to isolate telephony traffic in contact center.

“Quiet” subnet To ensure that Communication Control Toolkit traffic is not affected by nonCommunication Control Toolkit data traffic. Communication Control Toolkit connects to the ELAN subnet through Symposium Call Center Server. Planning and Engineering Guide 87 . followed by the virtual adapters for remote access. The illustration on page 88 shows this network configuration. create a dedicated (quiet) subnet for Nortel voice application servers. and connect Communication Control Toolkit to this subnet. Network interface card binding order Configure the binding order of the network interface cards so that the Nortel server subnet card comes first. The Nortel server subnet is an Ethernet link between the Communication Control Toolkit server and the client PCs. you use one 100BASE-T (or better) network Ethernet port to connect Communication Control Toolkit to the Nortel server subnet. Use an Ethernet switch or router to provide routing between this subnet and your Nortel server subnet.June 2007 Engineering the network Contact center and self-service environments In contact center and self-service environments. there may be delays in Request/Response messages between the clients and the server. Note: If more than one network interface card is enabled.

Hold. Call Control Symposium Center Agent Toolkit Server IVR Nortel Server subnet (managed Ethernet switched network) routing switch Nortel server subnet traffic In a contact center environment.01 CLAN Call Server ELAN Media Gateway Signaling Server OTM Symposium Comm. Communication Control Toolkit contributes the following elements to the Nortel server subnet traffic: MLS traffic client communication IVR messages call data networking messages between TAPI servers To calculate overall LAN requirements. During the life of a basic call. add the bytes per second required for each of these message types. 88 Communication Control Toolkit . MLS traffic The network traffic on the LAN relating to MLS messages is directly proportional to the number of lines monitored and the number of calls appearing in the switch on these lines. Answer.Engineering the network Standard 5. Unhold. normal operations performed include MakeCall. and Drop.

Call data networking messages between TAPI servers The network traffic overhead due to call data networking messages is directly related to the following: the number of calls overflowed from one Meridian switch to a remote Meridian switch the size of call-attached data the type of TAPI environment (for example. for 10 000 basic calls per hour. Unhold. assume that Answer. and Drop operations are performed for every inbound call appearing in the contact center. Planning and Engineering Guide 89 . The total number of bytes required for the messages related to these operations is 763 bytes per call. Hold. using either Symposium Call Center Server or direct connect) Other traffic This model does not include bandwidth allocation for the following: polling messages login/logout messages acknowledgement messages complex calls Nortel recommends that you make a generous provision for these additional requirements. use the following formula: (763 x 10 000) / 3600 (seconds per hour) = 2120 bytes per second IVR messages The LAN requirements for IVR messages are dependent on the customer implementation. Therefore.June 2007 Engineering the network To calculate the load on a LAN. to calculate the LAN requirements for Succession Link protocol messages.

01 Maximum acceptable utilization Total utilization of the Nortel server subnet must not exceed 30 percent in a shared network environment. 90 Communication Control Toolkit . Ensure that the Nortel server subnet has enough spare capacity to accommodate Communication Control Toolkit traffic. Communication Control Toolkit utilization of the Nortel server subnet can be as high as 9 percent for a system with 500 agents.Engineering the network Standard 5. in addition to customer traffic.

and then the virtual adapters for remote access. The illustration on page 92 shows this network configuration. create a dedicated (quiet) subnet for Nortel voice application servers.June 2007 Engineering the network Knowledge worker environment In a knowledge worker environment. then the ELAN subnet card. and connect Communication Control Toolkit to this subnet. Use an Ethernet switch or router to provide routing between this subnet and your Nortel server subnet. Nortel server subnet requirements The Nortel server subnet is an Ethernet link between Communication Control Toolkit and the client PCs. To ensure that Communication Control Toolkit traffic is not affected by nonCommunication Control Toolkit data traffic. Disable NetBios on the network interface card connected to the voice switch (ELAN subnet NIC). because NetBios is not a routable protocol. NetBios traffic does not work well on multi-homed hosts. Planning and Engineering Guide 91 . Communication Control Toolkit requires the following network Ethernet ports: one 10/100BASE-T port for the ELAN subnet one 100BASE-T port (or better) for the Nortel server subnet Network interface card binding order Configure the binding order of the network interface cards so that the Nortel server subnet card comes first.

IVR messages The LAN requirements for IVR messages are dependent on the customer implementation. Control Symposium Agent Toolkit Nortel Server subnet (managed Ethernet switched network) routing switch Nortel server subnet traffic In a knowledge worker environment. 92 Communication Control Toolkit . Communication Control Toolkit adds the following elements to the Nortel server subnet traffic: client communication IVR messages call data networking messages between TAPI servers To calculate overall LAN requirements. add the bytes per second required for each of these message types.Engineering the network Standard 5.01 CLAN Call Server ELAN Media Gateway Signaling Server OTM Comm.

you must not allow communication between Communication Control Toolkit and the switch to traverse a WAN.June 2007 Engineering the network Call data networking messages between TAPI servers The network traffic overhead due to call data networking messages is directly related to the following: the number of calls overflowed from one Meridian switch to a remote Meridian switch the size of call-attached data the type of TAPI environment Other traffic This model does not include bandwidth allocation for the following: polling messages login/logout messages acknowledgement messages complex calls Nortel recommends that you make a generous provision for these additional requirements. Maximum acceptable utilization Total utilization of the Nortel server subnet must not exceed 30 percent in a shared network environment. you must keep the ELAN subnet simple. ELAN subnet requirements The Embedded LAN subnet is an Ethernet link between the switch and Communication Control Toolkit. When you implement Communication Control Toolkit onto your data network. (For example. Communication Control Toolkit utilization of the Nortel server subnet can be as high as 9 percent for a system with 500 agents.) Planning and Engineering Guide 93 . Make sure that the Nortel server subnet has enough spare capacity to accommodate Communication Control Toolkit traffic in addition to customer traffic. protected. and local.

The ELAN subnet was designed for mission-critical purposes. For more information about configuring your ELAN subnet. Technical problems The following sections describe the problems that can arise if the ELAN subnet is not kept simple. Network devices (such as routers and firewalls) and distance cause network propagation and queuing delays. refer to Data Networking for VoIP. and local: Propagation/queuing delays AML traffic between the switch and Communication Control Toolkit is realtime sensitive. at least three physical networks are interposed between the switch and the server. Additional network devices increase the number of potential points of failure and. ensure that steady state ELAN subnet utilization does not exceed 10 percent. To minimize excessive network message transfer delays due to network congestion. therefore.01 ELAN subnet traffic The ELAN subnet carries the following traffic: call processing AML traffic Maximum acceptable utilization The maximum acceptable utilization of the ELAN subnet depends on the amount of traffic on the LAN. cause the AML to time out and initialize. The probability of collision of packets depends on these factors and affects the average delay within the network. (This assumes that the switch and the server in Communication Control Toolkit are both connected locally to the ELAN subnet. and the size of the messages. the length of the cable. protected.Engineering the network Standard 5. These delays are dynamic and. replace the shared media hub with an Ethernet switch. 94 Communication Control Toolkit .) If your network is operating at or near this limit. increase the chances of failure of the ELAN subnet. at a certain threshold. Lack of reliability or robustness When an ELAN subnet is extended across a WAN. Impact: Inability to treat calls.

routing) maintenance (for example. However. Bandwidth contention Under the normal supported ELAN subnet configuration. they will require additional configuration (for example. The illustration on page 96 shows the relationship between the average delay factor and the LAN utilization for different wire lengths. Propagation delays lower the effective bandwidth availability.June 2007 Engineering the network The ELAN subnet was designed to be secure and protected. bandwidth contention on the ELAN subnet is engineered by Nortel and is not an issue. That is. For example. contact center outages. in an out-of-specification environment. for WAN connectivity). Impact: Switch initialization failure. for a system located in a single room (wire length between components is under 30 meters). one cannot take this for granted. firmware and software upgrades) support (it takes more time to troubleshoot a more complex network) These additional maintenance and support activities may result in a greater number of interruptions to the communication between the switch and Communication Control Toolkit. Increased maintenance and support effort If more network devices are added to the ELAN subnet (for example. Impact: Contact center outages and recovery delays. Allowing external physical connectivity exposes the ELAN subnet to potential security threats. The delay Planning and Engineering Guide 95 . unauthorized access to sensitive data. it takes the data packet twice as long to travel between the components as it would on an idle system. the delay factor is 2 whenever the LAN utilization is 50 percent. The switch is sensitive to heavy ELAN subnet traffic. Heavy ELAN subnet traffic (such as broadcast storms and multicast traffic) caused by other devices on the ELAN subnet (such as defective NICs or misconfigured devices) can cause the switch to initialize.

Engineering the network

Standard 5.01

factor X effectively reduces the LAN bandwidth by the factor of X. For example, for a delay factor of 2, the effective bandwidth of the Ethernet LAN is 5 Mbps instead of 10 Mbps. The following illustration shows the performance characteristics for Ethernet:

Plan Nortel server subnet and ELAN subnet traffic so that the delay factor is never greater than 2. Use this illustration to determine the maximum allowable utilization given the distance between Communication Control Toolkit components. For example, if the distance between the Communication Control Toolkit components is expected to be 3000 meters, then ELAN subnet utilization should not exceed 30 percent. If all of the Symposium Call Center Server components are placed in the same building and the wire length does not exceed 300 meters, then the maximum ELAN subnet utilization can be as high as 45 percent. Nortel server subnet utilization is estimated based on the maximum distance between Symposium Call Center Server components as well as your own components.

96

Communication Control Toolkit

June 2007

Engineering the network

Impact: Switch’s call handling operations and contact center outages. Slow messaging when NetBios is configured on the LAN The Nortel server subnet card should always be first in the binding order. NetBios should be disabled on the NIC connected to the voice switch (ELAN subnet NIC); since NetBios is not a routable protocol, NetBios traffic does not work well on multi-homed hosts. Impact: Delays in telephony messaging on ELAN subnet.

Other problems
Multiple groups from multiple companies manage the ELAN subnet In many companies, the IT group, Network group, and the Telecom group are not in the same reporting structure, or they are outsourced organizations. With a simple embedded LAN between the switch and Communication Control Toolkit, the servicing group does not have to involve all of these groups when troubleshooting ELAN subnet problems. However, once the ELAN subnet is connected to a WAN, multiple groups and companies are required to solve any ELAN-related problems. Impact: Delays to ELAN network problem resolution. Process complications due to (security) policies when the ELAN requires external access (for example, a WAN) When end customers expose their internal network to the external network, they normally apply and enforce security policies. The resulting additional security devices (firewall, VPN, and so on) add overhead and propagation delays between the switch and Communication Control Toolkit. Additional security policies also add time delays to accomplish tasks. For example, a simple IP address change (for troubleshooting purposes) requires the approval of many groups and the signatures of many managers. Impact: Delays in maintenance activities and problem resolutions.

Planning and Engineering Guide

97

Engineering the network

Standard 5.01

Conclusion
The ELAN subnet was designed as a mission-critical link between the switch and Communication Control Toolkit. Therefore, the focus is not on the average uptime, but on the single time that the ELAN subnet can fail or cause a failure. The goal is to keep the ELAN subnet simple to minimize potential points of failures and hindrances. If you connect Communication Control Toolkit and the switch with a WAN, simplicity is replaced by complexity, thus degrading the mission-critical level of the ELAN subnet for the server and the switch.

ELAN subnet connection to Nortel server subnet
The ELAN subnet is used for different purposes with different Nortel products. Some products (such as OTM) use the ELAN in a standard burst-mode (transaction-based) communication, while others (such as Communication Control Toolkit) depend on the ELAN for a stream-mode (real-time based) communication.

OTM on the ELAN subnet
In the case where there is no Communication Control Toolkit connected to the switch, the ELAN subnet traffic may be used with Optivity Telephony Manager (OTM) for switch-management purposes. While this type of communication is considered standard data communication, nevertheless, the following are required when OTM is connected to the ELAN subnet: Use an Ethernet switch rather than a shared-media hub. If the ELAN subnet is connected to the Nortel server subnet, install a filtering router to protect the ELAN subnet. This is to protect the ELAN subnet from unintended traffic from the Nortel server subnet, which may, in turn, interrupt the operation of the switch.

98

Communication Control Toolkit

There are various OTM configurations to satisfy the needs of most of its features and. In such situations. However. the ELAN subnet traffic between the server and the switch is categorized as mission-critical. the data network layout. and so on. to satisfy the requirement of isolating the ELAN subnet from the Nortel server subnet. Communication Control Toolkit and OTM on the ELAN subnet In situations where both Communication Control Toolkit and OTM are present. the networked switch configuration. Any communication with non-Nortel equipment has not gone through Nortel’s testing and proper engineering analysis. depending on the features used. Planning and Engineering Guide 99 . The usage of the ELAN subnet was designed and tested for inter-Nortel product communications. In such a situation.June 2007 Engineering the network Communication Control Toolkit on the ELAN subnet In the case where Communication Control Toolkit is connected to the switch. there may be situations where the ELAN subnet must be connected to the Nortel server subnet. the ELAN subnet is to be protected through physical and logical isolation from any other network. This is due to the link’s real-time sensitivity and potential impacts to the contact center. These external communications over the ELAN subnet. you follow the OTM’s strict guidelines for filtering and routing. therefore. at the same time. present an unknown factor and thereby potential negative impact to the overall operation of the switch and its auxiliary processors. extra care and precaution must be taken in the treatment of the ELAN subnet.

reduce the demands on the underlying network and increase the application responsiveness. and that you are receiving the minimum number of requests from the Communication Control Toolkit server.01 Network traffic Communication Control Toolkit uses remote method calls between the client machine and the Communication Control Toolkit server. These requirements assume that you are sending the minimum number of requests from the client computer to the Communication Control Toolkit server. therefore.3 Kb Note: A typical application sends and receives more than the minimum number of requests to and from the Communication Control Toolkit server. Example of answering and dropping an incoming call A typical application requests the following information to answer and drop an incoming call: 100 Communication Control Toolkit . Therefore. Nortel recommends that you design and develop the applications to minimize the number of remote calls and. more memory is required for a typical application. and that the assigned resources were retrieved from the Communication Control Toolkit server. Answering and dropping an incoming call The following table provides the minimum amount of memory required to answer and drop an incoming call. Item Minimum memory requirements Client Server Total bytes Total 4194 bytes 27809 bytes 32003 bytes 31.Engineering the network Standard 5. Note: The network traffic information below assumes that the client credentials were authenticated with the Communication Control Toolkit server. that all the necessary event handlers were created.

These requirements assume that you are sending the minimum number of requests from the client computer to the Communication Control Toolkit server.June 2007 Engineering the network Contact object capabilities of the Connection object capabilities of the TerminalConnection object Calling Address property Called Address property The following table indicates the amount of memory required to complete the request mentioned in “Example of answering and dropping an incoming call” on page 100: Item Typical memory requirements Client Server Total bytes Total 18429 bytes 63377 bytes 81806 bytes 79. and that you are receiving the minimum number of requests from the Communication Control Toolkit server.9 Kb Making and dropping an outbound call The following table provides the minimum amount of memory required to make and drop an outbound call. Item Minimum memory requirements Client Server Total bytes Total 4483 bytes 11053 bytes 5536 bytes 15.2 Kb Planning and Engineering Guide 101 .

more memory is required for a typical application.Engineering the network Standard 5.01 Note: A typical application sends and receives more than the minimum number of requests to and from the Communication Control Toolkit server. Example of making and dropping an outbound call A typical application requests the following information to make and drop an outbound call: Contact object capabilities of the Connection object capabilities of the TerminalConnection object Calling Address property Called Address property The following table provides the amount of memory required to complete the request mentioned in “Example of making and dropping an outbound call” on page 102: Item Typical memory requirements Client Server Total bytes Total 18429 bytes 63377 bytes 81806 bytes 79.9 Kb 102 Communication Control Toolkit . Therefore.

1 Kb Planning and Engineering Guide 103 .6 Kb Making and dropping an outbound call using the Reference Client The following table provides the network traffic between the Communication Control Toolkit server and the Reference Client when making and dropping an outbound call: Item Minimum memory requirements Client Server Total bytes Total 85856 bytes 134371 bytes 220227 bytes 215. Item Minimum memory requirements Client Server Total bytes Total 69088 bytes 104622 bytes 173710 bytes 169. These requirements assume that you are sending the minimum number of requests from the client computer to the Communication Control Toolkit server. and that you are receiving the minimum number of requests from the Communication Control Toolkit server.June 2007 Engineering the network Answering and dropping an incoming call using the Reference Client The following table provides the minimum amount of memory required to answer and drop an incoming call using the Reference Client.

01 104 Communication Control Toolkit .Engineering the network Standard 5.

Chapter 6 Setting up remote support with a VPN In this chapter Overview Guidelines for the Remote Support VPN at the customer’s premises VPN configurations 106 108 109 Planning and Engineering Guide 105 .

many enterprises view this as a security risk).01 Overview Remote support for Communication Control Toolkit If you require remote technical support. This chapter provides guidelines for this standardized Remote Support VPN configuration. your distributor or Nortel technical support staff must be able to connect to your server. While many VPN technologies and configurations are available. if VPN access is not available. RAS-enabled. for the purpose of remote support of Enterprise voice equipment. The most secure way of doing this is by means of a Virtual Private Network (VPN). Therefore. Remote support over a direct-connect modem If VPN is not available.Setting up remote support with a VPN Standard 5. then it is also possible to provide remote support over a direct-connect modem (however. Nortel is prepared to support a standard with a technology based on the Contivity 1100 (as a minimum) in a particular host-togateway configuration. Some examples are a corporate RAS server with a modem to the PSTN and a connection to the LAN a desktop PC with a modem connection to the PSTN. To facilitate remote support via a direct-connect modem. Contact Center Manager Administration and Communication Control Toolkit cannot be configured to use RAS (and thereby the direct-connect modem) for remote support. the following is required: a modem connected to each Communication Control Toolkit Remote Access Services (RAS) configured on each server Note: Due to the operating system’s communication-layer issues. and a connection to the LAN 106 Communication Control Toolkit . you can set up direct-connect modem access via an external RAS device on the data network.

5. Planning and Engineering Guide 107 . Nortel has tested the performance of pcAnywhere. end users assume the responsibility for setup on their premises and the risks to their equipment associated with this pass-through type of connection. pcAnywhere guidelines pcAnywhere is a remote support software application provided by Symantec Corporation. due to a potential conflict when a modem driver coexists with Communication Control Toolkit’s TAPI drivers on the same server.5 with Communication Control Toolkit 5. Release 10. 11. The test results indicate that pcAnywhere can be used to connect to the Communication Control Toolkit server in the following ways: via an Ethernet connection over a LAN via a dial-up connection into a primary domain controller (PDC) that provides access to the Communication Control Toolkit server via a LAN Problems occur if you attempt to connect directly to the Communication Control Toolkit server via a modem.June 2007 Setting up remote support with a VPN a third-party remote-maintenance product with a modem connection to the PSTN and a connection to the LAN With the above alternatives.0.01 and 11.

Setting up remote support with a VPN

Standard 5.01

Guidelines for the Remote Support VPN at the customer’s premises
When creating your VPN for remote support, follow these guidelines: Create a dedicated subnet for Nortel voice application servers (the Nortel Server subnet), and treat this subnet as mission-critical. (It is a good network engineering practice, even in a non-VPN environment, to optimize network traffic by grouping servers that need to communicate with each other on a subnet.) Install, at a minimum, Nortel’s Contivity 1100, version 4.8 or later, with the modem option. Configure the modem as a user tunnel to listen on the PSTN. Connect the Contivity VPN Switch to the Nortel Server subnet. Configure Contivity, as well as any network routers and firewalls, to give inbound remote support users unrestricted access to the Nortel application servers. Optionally, restrict remote support users’ access to other subnets of your LAN/WAN. As usual, make sure that the Nortel application servers have unrestricted access to the enterprise LAN/WAN. If you must connect the ELAN subnet to the Nortel Server subnet (for example, if you are using a networked OTM environment), take the additional precaution of configuring the network router to allow only OTMrelated traffic, ftp traffic, rlogin traffic, and SNMP traffic through into the ELAN subnet. Activate Split Tunneling on the Contivity VPN Switch. Concerns over access into the corporate network may be alleviated by restricting access of remote support staff from other subnets upon logon.

108

Communication Control Toolkit

June 2007

Setting up remote support with a VPN

VPN configurations
This section describes recommended configurations that meet the needs of most customers. However, since every network is different, the exact configurations may not be practical in all environments. Use them as a starting point when creating your Remote Support VPN.

Benefits
The Nortel recommended remote support configurations provide the following benefits: They protect the customer’s network from unauthorized external users. They are accessible from any location, even through an analog line, but are still protected by the VPN. They provide a flexible design that can be extended to non-Nortel products, and that can accommodate customer-specific network requirements. The VPN equipment is local to the equipment it serves, resulting in network and management simplicity, while allowing for central security authentication management. The solution is cost effective. The recommended configuration is provided as a starting point for designing your Remote Support VPN. However, when you deviate from the recommended configurations, you may sacrifice some of these benefits.

Configuration types
A VPN can be configured in three ways, as shown in the illustration on page 110. Nortel recommends a host-to-gateway configuration for the Remote Support VPN:

Planning and Engineering Guide

109

Setting up remote support with a VPN

Standard 5.01

Host-to-Host

Gateway-to-Gateway Contivity 1100 Internet Contivity 1100

Host-to-Gateway Contivity 1100

Illustrations
The following illustrations show the recommended VPN configurations. The illustration on page 111 shows a VPN in a non-Voice Over IP (VoIP) environment. In this illustration, the ELAN is isolated. The illustration on page 112 shows a VPN in a VoIP environment with the ELAN connected to the customer’s network.

110

Communication Control Toolkit

for example. Symposium Interface Control Agent server SWCP server Toolkit DNS Enterprise LAN/WAN routing switch Contivity 1100 TACACS or RADIUS Firewall Internet PSTN modem remote support ELAN CallPilot Web OTM Server CallPilot Nortel Server subnet (managed Ethernet switched network. Baystack 450) Setting up remote support with a VPN modem 111 .Non-VoIP with isolated ELAN CLAN HDX application server External Web server DHCP server POP3/ SMTP Mail server June 2007 Meridian 1 switch Planning and Engineering Guide Symposium Call Symposium Network Center Web Control Server Client Center SWCP Agent Comm.

Baystack 450) Standard 5. Symposium Network Center Interface Control Symposium Web Control Agent Server Client Center SWCP server Toolkit DNS Enterprise LAN/WAN routing switch Contivity 1100 TACACS or RADIUS Firewall modem Internet PSTN modem remote support Setting up remote support with a VPN Media Gateway Signaling Server Nortel Server subnet (managed Ethernet switched network.VoIP CLAN HDX application server Call Server External Web server DHCP server POP3/ SMTP Mail server 112 ELAN CallPilot Web OTM Server CallPilot Symposium SWCP Call Agent Comm.01 Communication Control Toolkit . for example.

Appendix A Supported migration paths In this appendix Supported migration paths to Communication Control Toolkit 5.0 114 Planning and Engineering Guide 113 .

Follow the TAPI 3. 114 Communication Control Toolkit . leave the TAPI 3.Supported migration paths Standard 5.0 upgrade procedure in the Installation and Maintenance Guide. If you are installing Communication Control Toolkit 5. you must ensure that the server meets the following requirements: 1. For more information. see the latest version of the Product Bulletin P-20030157-Global.0 stand-alone server to Communication Control Toolkit server. Install and configure the new Communication Control Toolkit 5.0.0 and Symposium Agent on your current server. Configure the Symposium Agent server to work with the new server.3 P-2003-0157-SA2_3 02 on the PIC. 2. To do so.0 software on a new server. TAPI 3. install Communication Control Tookit 5.0 stand-alone You can upgrade an existing TAPI 3.pdf NTP 2.0 does not support coresidency with Symposium Agent. TAPI 3.0 coresident with Symposium Agent Communication Control Toolkit 5. 1.0 server as a legacy TAPI server. Ensure that the server meets the hardware and software requirements for Communication Control Toolkit 5.0. This is an automated upgrade process requiring minimal user intervention.0.0 This appendix describes the options for migrating to Communication Control Toolkit. and configure the Symposium Agent server to work with the new server.01 Supported migration paths to Communication Control Toolkit 5. Ensure that the server meets the hardware and software requirements for Communication Control Toolkit 5. 3. 2.

0. Install Communication Control Toolkit 5.0 coresident with Symposium Call Center Server Communication Control Toolkit does not support coresidency with Symposium Call Center Server. Planning and Engineering Guide 115 . 2. Install Communication Control Toolkit 5.1 coresident with MPS 1.0 with IPML following the procedure in the Installation and Maintenance Guide. Ensure that the server meets the hardware and software requirements for Communication Control Toolkit 5.June 2007 Supported migration paths TAPI 3. 2.1 stand-alone 1. IPML 2.0 with IPML following the procedure in the Installation and Maintenance Guide.0. Ensure that the server meets the hardware and software requirements for Communication Control Toolkit 5. IPML 2.

Supported migration paths Standard 5.01 116 Communication Control Toolkit .

Appendix B Supported functions and events In this appendix Supported features Supported events 118 122 Planning and Engineering Guide 117 .

) Yes Yes Initiate Managed Transfer Complete Transfer Initiate Conference Call Yes (Multiple transfers on Yes same call are not consistent.Supported functions and events Standard 5. Yes (three-party only DMS) When initiating the conference. When initiating the conference. physical set or soft phone) that you used to initiate the conference.) Yes. you must complete the conference using the same phone set (for example. physical set or soft phone) that you used to initiate the conference. Network blind transfers are not supported.01 Supported features Feature Call control features TAPI Service Provider IPML Service Provider Make Call Dial Hold Current Call Unhold Call Drop Current Call (Release) Blind Transfer Call Yes Yes (only on consult leg) Yes Yes Yes Yes Yes Yes Yes (Retrieve Call) Yes Yes (For internal switch call Yes only. 118 Communication Control Toolkit . you must complete the conference using the same phone set (for example.

(Multiple conferences on same call are not consistent).June 2007 Supported functions and events Feature TAPI Service Provider IPML Service Provider Complete Conference Call Yes. Call Forward Cancel Call Forward Join Conference Deflect Calls Get Status Get Call Capabilities Reconnect Get Data Delete Data Append Data Add Data Observer Remove Data Observer Make Set Busy Partial (no events) Partial (no events) No No Partial (GetCallInfo) Yes Yes. physical set or soft phone) that you used to initiate the conference. Dropping of conference controller is not supported. When completing the conference. you must complete the conference using the same phone set (for example. When initiating the conference. you must complete the conference using the same phone set (for example. No No No No Partial Yes Yes (achievable in two steps) Yes (achievable in two steps) Yes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes (Meridian 1/Succession 1000 only) Planning and Engineering Guide 119 . physical set or soft phone) that you used to initiate the conference.

Supported functions and events Standard 5.) No Partial. Yes on MLS connection credit card number to IVR) No on direct-connect Mute / Unmute Consult Park/Unpark No Yes (but must designate as transfer or conference) No Message Waiting Indicator No HER (Host Enhanced Routing) Answer Contact center features Yes Yes Agent LogIn Agent Logout Set Ready Set Not Ready ACD Set Activity Code ACD Set Not Ready/ Reason Codes Work Ready Key support Activity Codes Yes Yes Yes Yes Yes Yes Yes (MSB) Yes Yes Yes Yes Yes Yes Partial (not supported for G3) No No 120 Communication Control Toolkit .01 Feature TAPI Service Provider IPML Service Provider Reserved Function Get/Set UUI No Partial (Get only. IPML supports set UUI when making call or transfer call only for G3 Yes (Meridian 1/Succession 1000 system) No Yes No No No Yes Send DTMF (for example. No Set.

June 2007 Supported functions and events Feature TAPI Service Provider IPML Service Provider Agent Whisper Monitor (Observe) / Record Call Set Call treatment Barge In Call Supervisor Make Emergency call Answer Emergency call No No Yes No Yes Yes No No No Yes No Yes (Meridian 1/Succession 1000 only) No No No No No Redirect to another skillset Yes (redirect at Routepoint) Return a call to the queue skillset that it came from Redirect / Route a call to another queue / skillset (effectively a blind transfer) Not Ready after Call Completed/on Disconnect Ability to return the Not Ready reason code on completion of a call Route Call No Yes Yes (two step) No No No Yes No Planning and Engineering Guide 121 .

Supported functions and events Standard 5.01 Supported events Event TAPI Service Provider IPML Service Provider Ringing Dialtone Busy Offering Ringback Inbound Connected Outbound Connected Connected Disconnected Held Unheld OnHold Pending Conference Onhold Pending Transfer Transferred Conference Initiated Transfer Initiated Conference Shutdown Device Forward Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Partial (use Reason Code) Partial (use Reason Code) Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No No Yes Yes Yes Yes Yes No 122 Communication Control Toolkit .

June 2007 Supported functions and events Event TAPI Service Provider IPML Service Provider Status Change Notice Message Waiting Notice No Message Waiting View call structures Get Agent State Get Version Agent Logged out Agent Logged in Agent Ready Agent Not Ready Agent Busy Agent Work Ready Reserved Activity Code entered WalkAway activated WalkAway return Emergency invoked Call Supervisor invoked Yes No No No Yes Partial (Get API Version) Yes Partial (Get NRDY event) Yes Yes Yes Yes No Yes Partial (Reason Code) No No No No No No No Partial No Yes Yes Yes Yes No Yes (Meridian 1/Succession 100 only) No Yes (Meridian 1/Succession 100 only) No No No No Planning and Engineering Guide 123 .

Supported functions and events Standard 5.01 124 Communication Control Toolkit .

Appendix C Standard call models In this appendix Inbound call models 126 Planning and Engineering Guide 125 .

126 Communication Control Toolkit .Standard call models Standard 5. the following typical local inbound call models are defined. Collect Digits. and Open/Close Voice Session) Meridian Voice Processing (MVP) This call model assumes that the average call uses the following services: basic call queuing to two skillsets voice services controlled by the switch (Give RAN instead of Give Controlled Broadcast and Give IVR instead of Collect Digits and Open/ Close Voice Session) Hybrid The hybrid call model is a combination of the SVP and MVP call models. Symposium Voice Processing (SVP) This call model assumes that the average call uses the following services: basic call queuing to two skillsets voice services controlled by Communication Control Toolkit (Give Controlled Broadcast. These models apply to calls that originate on the local node.01 Inbound call models For the purposes of Communication Control Toolkit performance evaluation.

Never with Give RAN. Two digits each time (including voice session and play prompt). Average number of Give Music treatments per inbound call Average number of Host Data Exchange Send Info treatments per inbound call. Position in Queue) 1 2 0 3 0 1 1 2 0 0 0 0 1 2 0 1 0 0 1 1 1 1 1 3 1 1 1 2 1 1 1 1 1 5 5 5 Planning and Engineering Guide 127 . Longest Idle Agent. Average number of Host Data Exchange Request/Get Response treatments per inbound call. Average number of controlled broadcasts in Continuous mode per inbound call Average number of collect digit services per inbound call.June 2007 Standard call models Number and types of services per call The following table shows the average number and types of services assumed for calls in each model: Parameter SVP MVP Hybrid Basic Call Average number of skillset queues entered per inbound call Average number of agent queues entered per inbound call Average number of controlled broadcasts in Start/Stop mode per inbound call. Only if Host Data Exchange is present. Average number of Intrinsic References per inbound call (Expected Wait Time. Only if Host Data Exchange is present. Oldest Call. Never with GCB. Average number of Give IVR treatments per inbound call Average number of Give RAN treatments per inbound call.

2 0 Yes 2 10% 128 Communication Control Toolkit .01 Parameter SVP MVP Hybrid Average number of If Then Else treatments per inbound call Proportion of inbound calls that are transferred to another agent or DN Proportion of inbound calls that are conferenced with another agent or supervisor Proportion of conferenced calls completed by an MLS application (such as Symposium Agent) External IVR system connected to the DMS system Average number of screen pops per inbound call Average number of MLS messages per inbound call (excluding screen pops) Collected call-by-call statistics Average number of network skillset queues entered per call Proportion of calls arriving at the local node that are queued to a network skillset 5 5% 5% 0% N/A 1.2 0 Yes 2 10% 5 5% 5% 0% N/A 1.Standard call models Standard 5.2 0 Yes 2 10% 5 5% 5% 0% N/A 1.

ACD routing table See Automatic call distribution routing table.A accelerator key A key on a phoneset that an agent can use to place a call quickly. Resources must be configured with matching values on both the switch and Symposium Call Center Server. access level A level of access or permission given to a particular user for a particular application or function. access class A collection of access levels that defines the actions a member of the access class can perform within the system. For example. For example. ACD call See Automatic call distribution call. ACD-DN See Automatic call distribution directory number. the system places the call to the configured number associated with the key. a user might be given View Only access to historical reports. the system places a call to the agent’s supervisor. acquired resource A resource configured on the switch that is under the control of Symposium Call Center Server. a member of the Administrator access class might be given a collection of Read/Write access levels. ACCESS An internal protocol used by Symposium Call Center Server to directly control some of the voice services available on the CallPilot or Meridian Mail platform. For example. When an agent presses an accelerator key. Planning and Engineering Guide 129 . if an agent presses the Emergency key.

activated script A script that is processing calls or is ready to process calls. The agent uses this number when logging on. agent to skillset assignment A matrix that. They are also known as Line of Business (LOB) codes. and this information can be generated in an Activity Code report. standby server. the server that is providing call processing and administration services.Standard 5. For example. Agent to skillset assignments can be scheduled. activity code A number that an agent enters on his or her phoneset during a call. agent to supervisor assignment A definition that. when you run it. when you run it. administrator A user who is responsible for setting up and maintaining Communication Control Toolkit. sets the priority of one or more agents for a skillset. 130 Communication Control Toolkit .01 active server In a system with a Replication server. The agent ID is not associated with any particular phoneset. assigns one or more agents to specific supervisors. AML See Application Module Link. agent logon ID A unique identification number assigned to a particular agent. Agents can then enter 720 on their phonesets during sales calls. Agent to supervisor assignments can be scheduled. the activity code 720 might be used to track sales calls. Activity codes provide a way of tracking the time agents spend on various types of incoming calls. See also Replication server. agent A user who is responsible for handling customer calls.

application 1. application program interface A set of routines. Calls are serviced in the order they arrive and are distributed so that the workload at each answering position is approximately equal. The Master script and each primary script have an associated application. protocols. API See application program interface.June 2007 ANI See Automatic Number Identification. application server The server on which the Symposium Web Client software is installed. Automatic call distribution is useful in operations where callers want a service rather than a specific person. associated supervisor A supervisor who is available for an agent if the agent’s reporting supervisor is unavailable. APIs simplify the development process by providing commonly used programming procedures. and tools that programmers use to develop software applications. Automatic call distribution A means of automatically distributing an organization’s incoming calls among a number of answering positions (ACD agents). The application has the same name as the script it represents. A program that runs on a computer. Application Module Link An internal protocol used by Symposium Call Center Server to communicate directly with the switch. 2. This server acts as the middle layer that communicates with Symposium Call Center Server and makes information available to the client PCs. A logical entity that represents a Symposium Call Center Server script for reporting purposes. See also reporting supervisor. Planning and Engineering Guide 131 .

and traffic intrinsic. time intrinsic. based on the ACD routing table on the switch. Calls made to an automatic call distribution directory number are distributed to agents belonging to the group. C call age The amount of time a call was waiting in the system before being answered by an agent. This ensures that incoming calls not processed by Symposium Call Center Server will be queued to ACD groups and handled by available agents. See also Automatic call distribution directory number. call intrinsic A script element that stores call-related information assigned when a call enters Symposium Call Center Server. See also intrinsic. A group of capabilities or knowledge required to answer a specific type of call. ACD calls are distributed to agents in an ACD group based on the ACD routing table on the switch. Automatic call distribution directory number A DN associated with an ACD group.Standard 5. 132 Communication Control Toolkit .01 Automatic call distribution call A call to an ACD-DN. skillset intrinsic. Automatic call distribution routing table A table configured on the switch that contains a list of ACD-DNs used to define routes for incoming calls. Automatic Number Identification A telephony feature that provides the originating local telephone number of the caller.

June 2007

call presentation class A collection of preferences that determines how calls are presented to an agent.call priority A numerical value assigned in a script that defines the relative importance of a call. If two calls are in the queue when an agent becomes available, and one call is queued with a higher priority than the other, the agent receives the higher priority call first. See also skillset priority. call treatment A script element that enables you to provide handling to a call while it is waiting to be answered by a contact center agent. For example, a caller can hear a recorded announcement or music while waiting for an agent. call variable A script variable that applies to a specific call. A call variable follows the call through the system and is passed from one script to another with the call. See also global variable, script variable. Calling Line Identification An optional service that identifies the telephone number of the caller. This information can then be used to route the call to the appropriate agent or skillset. The CLID can also be displayed on an agent’s phoneset. CallPilot A multimedia messaging system you can use to manage many types of information, including voice messages, fax messages, e-mail messages, telephone calls (including conferencing), calendars, and directories. CDN See controlled directory number. CLAN See Customer local area network. Classic Client The Windows-based client component for Symposium Call Center Server.

Planning and Engineering Guide

133

Standard 5.01

CLID See Calling Line Identification. client The part of Symposium Call Center Server that runs on a personal computer or workstation and relies on the server to perform some operations. Two types of client are available, Classic Client and Symposium Web Client. See also server. command A building block used with expressions, variables, and intrinsics to create scripts. Commands perform distinct functions, such as routing a call to a specific destination, playing music to a caller, or disconnecting a caller. Communication Control Toolkit A Nortel product that integrates a telephone on a user’s desktop with client- and server-based applications. Contivity VPN Switch A Nortel product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet. controlled directory number A special directory number that allows calls arriving at the switch to be queued when the CDN is controlled by an application such as Symposium Call Center Server. When a call arrives at this number, the switch notifies the application and waits for routing instructions, which are performed by scripts in Symposium Call Center Server. Customer local area network The LAN to which your corporate services and resources connect. The server in Symposium Call Center Server and the client both connect to the CLAN. Thirdparty applications that interface with the server also connect to this LAN.

D
134

DBMS Database Management System

Communication Control Toolkit

June 2007

deactivated script A script that does not process any new calls. If a script is in use when it is deactivated, calls continue to be processed by the script until they are completed. default activity code The activity code that is assigned to a call if an agent does not enter an activity code manually, or when an agent presses the activity code button twice on his or her phoneset. default skillset The skillset to which calls are queued if they have not been queued to a skillset or a specific agent by the end of a script. desktop user A configured user who can log on to Symposium Call Center Server from a client PC. DHCP See dynamic host configuration protocol. Dial-Up Networking See Remote Access Services. Dialed Number Identification Service An optional service that allows Symposium Call Center Server to identify the phone number dialed by the incoming caller. An agent can receive calls from customers calling in on different DNISs and, if the DNIS is displayed on the phoneset, can prepare a response according to the DNIS. directory number The number that identifies a phoneset on a switch. The directory number (DN) can be a local extension (local DN), a public network telephone number, or an automatic call distribution directory number (ACD-DN). directory number call A call that is presented to the DN key on an agent’s phoneset.

Planning and Engineering Guide

135

dynamic host configuration protocol A protocol for dynamically assigning IP addresses to devices on a network. 136 Communication Control Toolkit . DN See directory number. DN call See directory number call.Standard 5. a DLL provides one or more particular functions. and a program accesses the functions by creating either a static or dynamic link to the DLL. Several applications can use a DLL at the same time. Emergency key A key on an agent’s phoneset that. when pressed by an agent. dynamic link library A library of executable functions or data that can be used by a Windows application. embedded local area network A dedicated Ethernet TCP/IP LAN that connects the server in Symposium Call Center Server and the switch.01 display threshold A threshold used in real-time displays to highlight a value below or above the normal range. Typically. DNIS See Dialed Number Identification Service. E ELAN See embedded local area network. automatically calls his or her supervisor to notify the supervisor of a problem with a caller.

June 2007 event 1. You cannot change it in a script. An action generated by a script command. or the reporting of an error. F G first-level threshold The value that represents the lowest value of the normal range for a statistic in a threshold class. such as the sending or receiving of a message. You can only change the value of a global variable in the Script Variable Properties sheet. 2. Planning and Engineering Guide 137 . major. perform calculations. Events are categorized by severity: information. minor. variable. mathematical expression. global variable A variable that contains values that can be used by any script on the system. See also logical expression. the opening or closing of an application. and critical. An occurrence or action on Symposium Call Center Server. while others can indicate a problem. Some events are for information only. global settings Settings that apply to all skillsets that are configured on your system. See also call variable. relational expression. Host Data Exchange A rich scripting language provided with Symposium Call Center Server to control treatment of calls. or compare values within scripts. The system tracks how often the value for the statistic falls below this value. expression A building block used in scripts to test for conditions. such as queuing a call to a skillset or playing music. H HDX See Host Data Exchange.

160. L LAN See Local area network. relational expression. 138 Communication Control Toolkit . Each value can be 0 to 255.10. time. OR. See also call intrinsic. mathematical expression. and call traffic that can then be used in formulas and decision-making statements. skillset intrinsic. and NOT.Standard 5. agents. traffic intrinsic. A group of capabilities or knowledge required to answer a specific type of call.01 I Incalls key The key on an agent phoneset to which incoming ACD and Symposium Call Center Server calls are presented. 1.240 could be an IP address. IP address See Internet Protocol address. logical expression A symbol used in scripts to test for different conditions. Internet Protocol address An identifier for a computer or device on a TCP/IP network. Networks use the TCP/IP protocol to route messages based on the IP address of the destination. Most LANs connect workstations and personal computers. intrinsic A word or phrase used in a script to gain access to system information about skillsets. time intrinsic. Local area network A computer network that spans a relatively small area. Logical expressions are AND. For example. The format of an IP address is a 32-bit numeric address written as four values separated by periods. and are confined to a single building or group of buildings. See also expression.

and multiplication (*). See alsoprimary script. Network Address Translation The translation of an Internet Protocol (IP) address used within one network to an IP address used within another network. See also expression. such as alarms reporting specifying formats of alarms Master script The first script executed when a call arrives at Symposium Call Center Server.June 2007 M Management Information Base A data structure that describes the collection of all possible objects in a network. Symposium Call Center Server Management Information Bases (MIBs) contribute to the overall network MIB by identifying Nortel/Meridian/Symposium Call Center Server nodes within the network identifying significant events (SNMP traps). and divide values. A default Master script is provided with Symposium Call Center Server. subtraction (-). Planning and Engineering Guide 139 . logical expression. script. relational expression. secondary script. Mathematical expressions are addition (+). mathematical expression An expression used in scripts to add. N NAT See Network Address Translation. subtract. MIB See Management Information Base. One network is called the inside network and the other is called the outside network. multiply. music route A resource installed on the switch that provides music to callers while they wait for an agent. but it can be customized by an authorized user. It can be deactivated but not deleted. Each managed node maintains one or more variables (objects) that describe its state. division (/).

or the administrator can put it into night mode manually. It provides management simplicity and flexible control.01 Symposium Call Center Servernetwork interface card An expansion board that enables a PC to be connected to a local area network (LAN). NPA See Number Plan Area. transition mode. ODBC See Open Database Connectivity. and then link or embed them in a second application. Number Plan Area Area code O object linking and embedding A compound document standard that enables you to create objects with one application. Symposium Call Center Servernight mode A skillset state in which the server does not queue incoming calls to the skillset.Standard 5. See also out-of-service mode. 140 Communication Control Toolkit . A skillset goes into night mode automatically when the last agent logs off. OEM Original equipment manufacturer OLE See object linking and embedding. and in which all queued calls are given night treatment. Open Database Connectivity A Microsoft-defined database application program interface (API) standard. Optivity Telephony Manager A Nortel application used for switch management.

incoming calls cannot be queued to the skillset.June 2007 OTM See Optivity Telephony Manager. transition mode. PEP See Performance Enhancement Package. to which calls are presented. See also Symposium Call Center Servernight mode. A skillset is out of service if there are no agents logged on or if the supervisor puts the skillset into out-of-service mode manually. Planning and Engineering Guide 141 . See also skillset. Performance Enhancement Package A Symposium Call Center Server supplementary software application that enhances the functionality of previously released software by improving performance. While a skillset is out of service. pegging threshold A threshold used to define a cut-off value for statistics. out-of-service skillset A skillset that is not taking any new calls. phoneset The physical device. phoneset display The display area on an agent’s phoneset where information about incoming calls can be communicated. connected to the switch. such as short call and service level. Each agent and supervisor must have a phoneset. adding functionality. P pegging The action of incrementing statistical counters to track and report on system events. out-of-service mode A skillset state in which the skillset does not take calls. Pegging thresholds are used in reports. or correcting a problem discovered since the original release.

A primary script can route calls to skillsets. See also expression. R RAN recorded announcement RAN route See recorded announcement route. This feature is also known as Dial-Up Networking. used by the switch to route calls to the phoneset. Remote Access Services A feature built into Windows NT and Windows 95 that enables users to log on to an NT-based LAN using a modem. 142 Communication Control Toolkit .Standard 5. relational expression An expression used in scripts to test for different conditions. Real-time Statistics Multicast An interface that provides real-time information to third-party applications in either multicast or unicast format. primary script A script that is executed or referenced by the Master script. or it can transfer routing control to a secondary script. greater than (>). logical expression. Relational expressions are less than (<). See also Master script. and not equal to (< >). X. mathematical expression.01 Position ID A unique identifier for a phoneset. RAS See Remote Access Services.script.25 connection. secondary script. recorded announcement route A resource installed on the switch that offers a recorded announcement to callers. less than or equal to (< =). or WAN link. greater than or equal to (> =).

standby server. The contents of these scripts can be imported or copied into user scripts to create scripts for typical contact center scenarios. script A set of instructions that relates to a particular type of call. reporting supervisor The supervisor who has primary responsibility for an agent. second-level threshold The value used in display thresholds that represents the highest value of the normal range for a given statistic. Sample scripts are stored as text files in a special folder on the client. S sample script A script that is installed with the Symposium Call Center Server client. primary script. RSM See Real-time Statistics Multicast. SCM See Service Control Manager. The system tracks how often the value for the statistic falls outside this value. secondary script. or set of conditions. When an agent presses the Emergency key on the phoneset. the emergency call is presented to the agent’s reporting supervisor. See also associated supervisor. See also active server.June 2007 Replication server A server that backs up the Active server to the Standby server in real time. Planning and Engineering Guide 143 . such as time of day or day of week. script variable See variable. caller. See also Master script.

Standard 5. service A process that adheres to a Windows NT structure and requirements. Examples of servers include file servers. such as hosts. network servers. Service Control Manager A Windows NT process that manages the different services on the PC. See also Master script. SEI See Symposium Event Interface.01 secondary script Any script (other than a Master or primary script) that is referenced from a primary script or any other secondary script. service level threshold A parameter that defines the number of seconds within which incoming calls should be answered. routers. See also client. which are any device. service level The percentage of incoming calls answered within a configured number of seconds. script. and database servers. and printers. The SNMP model consists of four components: managed nodes. There is no pegging of statistics for actions occurring during a secondary script. primary script. A service provides system functionality. capable of communicating status to the outside world via an SNMP management process called an SNMP Agent management stations. server A computer or device on a network that manages network resources. Symposium Call Center Server is used to configure the operations of the contact center. Simple Network Management Protocol A systematic way of monitoring and managing a computer network. which are computers running special network management software that interact with the Agents for status 144 Communication Control Toolkit . print servers.

When an agent becomes available. The server presents the call queued for the skillset for which the agent has the highest priority. See also call intrinsic. for use when the active server becomes unavailable. calls might be waiting for several of the skillsets to which the agent belongs. Replication server. but makes the agent inactive for that skillset. supervisor A user who manages a group of agents. integers. skillset A group of capabilities or knowledge required to answer a specific type of call. Skillset intrinsics return values such as skillsets.June 2007 management information. See also active server. These values are then used in queuing commands. skillset priority An attribute of a skillset assignment that determines the order in which calls from different skillsets are presented to an agent. and agent IDs. a property that grants an agent membership in a skillset. traffic intrinsic. Planning and Engineering Guide 145 . time intrinsic. skillset intrinsic A script element that inserts information about a skillset in a script. standby server A server that contains an up-to-date version of the database. which is conveyed through exact specifications and format of status specified by the MIB Management Protocol or SNMP. See also associated supervisor. standby In skillset assignments. which sends messages called protocol data units (PDUs) site A system using Symposium Call Center Server that can be accessed using SMI. intrinsic. SNMP See Simple Network Management Protocol. reporting supervisor.

Symposium Call Center Server A client/server contact center solution for varied and changing business requirements. For example. for use if the active server fails.Standard 5. It offers a suite of applications that includes call processing and agent handling. The database is kept upto-date by the Replication Server. Symposium Event Interface An interface that provides third-party vendors with the information they need to create complementary applications by providing call progress and resource events. The call is presented to the Incalls key on an agent’s phoneset. a CDN is configured on the switch. See also acquired resource. and third-party application interfaces. switch resource A device that is configured on the switch. 146 Communication Control Toolkit . Agents use a personal computer to access the agent telephony functions. Symposium Standby Server The server that contains an up-to-date backup version of the Symposium Call Center Server database. networking. and then is used as a resource with Symposium Call Center Server. switch The hardware that receives incoming calls and routes them to their destination. Symposium Agent An agent productivity tool that enables contact center agents to provide intelligent and personalized customer care. management and reporting.01 SWCP See Symposium Web Center Portal. Symposium Call Center Server call A call to a CDN that is controlled by Symposium Call Center Server.

Telephony Application Program Interface An interface between the switch and an application that allows the application to control the telephone on a user’s desktop. TDM See Time-Division Multiplexing. threshold A value for a statistic at which system handling of the statistic changes. system-defined script The Master_Script. TCP/IP See Transmission Control Protocol/Internet Protocol. transmitting them. defining access to data. can be customized or deactivated by a user.June 2007 Symposium Web Center Portal A client/server contact center application that expands contact center e-mail capabilities to allow agents to view. The term is used frequently to refer to computer hardware and software that perform functions traditionally performed by telephone equipment. The Symposium Web Client software is installed on an application server. Symposium Web Client A browser-based tool for contact center administrators and supervisors used for managing and configuring a contact center and its users. but cannot be deleted. Planning and Engineering Guide 147 . and viewing real-time and historical reports. telephony The science of translating sound into electrical signals. the first script executed for every call arriving at the contact center. and track requests over the Internet. respond to. T TAPI See Telephony Application Program Interface. See also application server. and then converting them back to sound.

New calls queued to the skillset are given out-of-service treatment. Transmission Control Protocol/Internet Protocol The communication protocol used to connect devices on the Internet. See also display threshold. 148 Communication Control Toolkit . including time of day. intrinsic. TCP/IP is the standard protocol for transmitting data over networks. day of week. pegging threshold. traffic intrinsic An intrinsic that inserts information about system-level traffic in a script. skillset intrinsic. traffic intrinsic. transition mode A skillset state in which the server presents already queued calls to a skillset. A group of capabilities or knowledge required to answer a specific type of call. Token Ring A PC network protocol developed by IBM. See also Symposium Call Center Servernight mode. See also call intrinsic. skillset intrinsic. A group of capabilities or knowledge required to answer a specific type of call. and week of year.Standard 5. out-of-service mode. See also call intrinsic. Time-Division Multiplexing A method of transmission in which a signal is separated into multiple segments at the transmission source. intrinsic. time intrinsic. A Token Ring network is a type of computer network in which all the computers are arranged schematically in a circle.01 threshold class A set of options that specifies how statistics are treated in reports and real-time displays. time intrinsic A script element that stores information about system time. and then reassembled at the receiving end. treatment See call treatment.

VPN See Virtual Private Network. V validation The process of checking a script to ensure that all the syntax and semantics are correct. Variables are defined in the Script Variable Properties sheet and can be used in multiple scripts to determine treatment and routing of calls entering Symposium Call Center Server. Virtual Private Network A private network that is configured within a public network to take advantage of the economies of scale and management facilities of large networks. and other devices. printers. A script must be validated before it can be activated. W WAN See also Wide area network. Operating systems contain a number of utilities for managing disk drives. such as CLID. utility A program that performs a specific task. See also call variable.June 2007 U user-created script A script that is created by an authorized user on the Symposium Call Center Server system. Primary and secondary scripts are user-created scripts. global variable. Planning and Engineering Guide 149 . usually related to managing system resources. variable A placeholder for values calculated within a script. user-defined script A script that is modified by an authorized user on the Symposium Call Center Server system.

medium. and upper end) are used in the Capacity Assessment Tool for capacity analysis for Symposium Call Center Server. The largest WAN in existence is the Internet.Standard 5. Five typical workload scenarios (entry.01 Wide area network A computer network that spans a relatively large geographical area. 150 Communication Control Toolkit . small. a WAN consists of two or more local area networks (LANs). large. Typically. workload scenarios Sets of configuration values defined for typical patterns of system operations.

21. 37 AST 83 attached data 51 audit log 23 average CPU utilization 56 delay factor 95 pages per second 56 Planning and Engineering Guide C call complexity 51. maximum 68 call-attached data 51 caller-entered data 51 calls per hour 51 capacity 51 requirements. 91 A access rights 16 ACD position ID 18 ACD-DNs 18 default 82 activating the IP address 77 active directory data. 36 applications. 68 call data 19. 49 bandwidth contention 95 basic call 127 cost 68 binding order 87. 16. importing 17 Address object 40 addresses 18 administration 16 Agent Manager statistics 24 Agent object 40 AgentTerminalSession object 40 AML 16. switch 65 architecture 27 ASAI 16. 22 call duration 51 call models 125 hybrid 126 MVP 126 SVP 126 call rate. 36 configuring ELAN for 79 API Communication Control Toolkit 36 distribution 37 Full 39 Graphical 41 Lite 40 multi-channel 14 Application Module Link 16. minimizing 56 switch 67 CDNs 18 configuring on the switch 81 checking the ELAN link 80 Citrix 13. 91 utilization 93 client application 34 client integration 14 clients 51 engineering 59 CLR 37 clustering 49 coexistence with legacy TAPI applications 19 commit limit 56 151 . 15 CLAN 31 maximum utilization 90.NET 14.Index Symbols . 37 Framework class library 37 programming languages 38 types 37 B backup 14. 36. 93 requirements 87.

35 server.01 committed bytes 56 Common Language Runtime 37 Communication Control Toolkit 10 API 36 client 31 client. 91 default ACD-DN 82 defining ELAN 79 routing table 77 delay factor 95 device configuration 22 registration 22 to user mapping 19 types 18. requirements 60 hardware platforms 46 server 30. 36 coresidency 14 CTI client statistics 24 Customer Local Area Network. See CTI conferencing 51 configuration 16 configurations. checking 80 link. importing 17 database backups 57 debugging 51. 52 dedicated subnet 87. third-party 36 Computer Telephony Integration. VPN 109 configuring CDNs on the switch 81 Contivity 108 devices 22 TAPI phonesets 83 connection object 40 contact center environment architecture 28 network requirements 87 Contact Management Framework 35 statistics 24 Contact object 40 Contivity 108 configuring 108 controlled DNs 18 coresidency CTI 14 with Symposium Agent 14 with Symposium Web Center Portal 14 cost of basic call 68 CPU requirement. See ELAN enabling the ELAN link 80 engineering 152 Communication Control Toolkit . See CLAN Customer Relationship Manager 30 D data. 91 average utilization 57 configuring 75 defining 79 external communications on 99 link. 21 devices. Communication Control Toolkit 56 CTI 10. support over 106 disaster recovery 49 distribution 37 DN 18 documentation 25 domain controller 50 drivers 46 E EBCs 67 ELAN 31. mapping to users 19 DFDN prompt 82 Direct Connect interface 17 direct-connect modem.Index Standard 5. Communication Control Toolkit 46 utilization. enabling 80 maximum utilization 94 OTM on 98 problems 94 requirements 93 traffic 94 Embedded Local Area Network. requirements 45 communication ports 15 components.

supported 117 external communications on the ELAN 99 I IAPG 83 import tools 17 inbound call models 126 Interactive Voice Response. Release 5. physical location 49 logging 51 M M1 Switch Capacity Spreadsheet 67 mapping devices to users 19 Planning and Engineering Guide 153 . assigning an IP address for 76 Ethernet switch 98 events. Communication Control Toolkit server 46 hardware-RAID 49 host-to-gateway configuration 109 hybrid model 126 LD 17 79 LD 23 82 LD 48 80 legacy TAPI applications coexistence with 19 defining access rights for 19 Lite API 40 location. supported 117 G gateway server 77 GigaSpaces Platform Infrastructure 36 Graphical API 41 graphical toolkit 13 K knowledge worker environment architecture 32 network requirements 91 L H hardware configuration and performance 51 configuring ELAN 75 platforms 46 requirements. Communication Control Toolkit client 60 requirements.0 13 filtering router 98 firewall 13. 14 ftp traffic 108 Full API 39 functions supported by Graphical API 41 functions.1 migration from 15 ISDN 66 IVR messages 89 port 18 server 30 IVR messages 92 F features.June 2007 Index client 59 network 85 server 45 switch 61 Equivalent Basic Calls 67 error log 23 error reporting 23 Ethernet port. importing 17 IPML 2. See IVR IP address activating 77 assigning to the switch 76 validating 77 IP telephony 29 IPML data.

36 Microsoft Terminal Services 13.1 15 migration paths 113 minimizing capacity requirements 56 MLS 16.0 or IPML 2. ELAN 94 memory Object 56 requirements. Communication Control Toolkit 47 See also virtual memory Memory Object 56 Meridian 1 PBX 63 configuring 73 Meridian Link Services 16. 17. See OTM OTM on the ELAN 98 traffic 108 Overlay 17 79 Overlay 23 82 Overlay 48 80 P pages per second 56 paging file 48 Partner Information Center 25 PerfMon.Index Standard 5. 93 utilization. 17. Meridian 1/Succession 1000 switch 68 utilization. 15 migration from TAPI Service Provider 3.01 maximum call rate.exe 23 performance 51 Performance Monitor 56 Performance Monitoring tool 23 Communication Control Toolkit 154 . CLAN 90. 36 multi-channel API 14 MVP 126 N NCCT Audit Log 23 NCCT Error Log 23 NCCT Security log 23 Network Address Translation 15 network engineering 85 network requirements contact center environment 87 knowledge worker environment 91 self-service environment 87 networked ACD 66 networking traffic 89. See MVP Microsoft Management Console 16 Microsoft SQL Server 2000 Desktop Engine 14. 36 and IPML Service Provider 21 and TAPI Service Provider 18 impact on Symposium Call Center Server performance 55 Meridian Voice Processing. 93 non-steady state 57 Nortel voice application servers 108 O open switch connectivity 16 operating system Communication Control Toolkit client 60 Communication Control Toolkit server 46 Option 11C 64 Option 11C Mini 64 Option 51C 64 Option 61C 64 Option 81 64 Option 81C 64 Optivity Telephony Manager. 36 and IPML Service Provider 21 and TAPI Service Provider 18 configuring the ELAN link for 79 impact on Symposium Call Center Server performance 55 traffic 88 model call 125 hybrid 126 inbound call 126 MVP 126 SVP 126 modems 48 support over direct-connect 106 MSDE 2000 14.

defining 77 S SAPphone 20 security 13 security log 23 self-service environment architecture 33 network requirements 87 server. lack of 94 Planning and Engineering Guide 155 . 106 redundancy 49 reference implementation 13 registration of devices 22 Release 5. ELAN 94 programming languages 38 propagation delays 94. See Succession 1000 switch Succession releases 64 support. 95 PVI 46 routers.0 13 reliability. remote 105 SVP model 126 SWCP. lack of 94 Remote Access Services 50. Full API 39 problems.June 2007 Index phonesets configuring TAPI 83 supported 70 PIC 25 Platform Vendor Independence 46 platforms 46 port requirements 60 ports 15 position ID 18 primary objects. 91 R RAM requirements. 91 Nortel Server 108 Succession 1000 switch 63. See Symposium Web Center Portal switch applications 65 assigning an IP address to 76 capacity 67 configuring 73 Q queuing delays 94 quiet subnet 87. See Communication Control Toolkit server services per call 68. switch 64 software-RAID 49 solution type 51 split tunneling 108 statistics Agent Manager 24 Contact Management Framework 24 CTI client 24 steady state 56 structuring of call data 19 subnet dedicated 87. 56 RAS 50. 127 Session object 39 SNMP 23 traffic 108 software configuring ELAN 75 versions. 106 remote support 105 VPN guidelines 108 requirements CLAN 87. 91 Communication Control Toolkit client 60 Communication Control Toolkit server 45 ELAN 93 network 85 port 60 switch 64 resources 51 restore 14 rlogin traffic 108 robustness. filtering 98 routing table. 64 configuring 73 Succession 1000M switch. Communication Control Toolkit 47.

15 TerminalConnection object 40 terminals 18 third-party components 36 TLS 21 tools. import 17 traffic ELAN 94 networking 93 transfers 51 transport 35 W Windows Event Log 23 Windows Form Controls 13 Windows Forms Controls 42 Windows Performance Monitoring tool 23 Windows Server 2003 13 workstations. importing 17 X X11 releases 64 U users. 93 maximum ELAN 94 V validating the IP address 77 156 Communication Control Toolkit .NET 2003 41 VPN 105 configurations 109 remote support guidelines 108 VSID definitions 81 T TAPI phonesets. migration from 15 data.0. importing 17 TDM telephony 29 telephony 29 Terminal object 40 terminal services 13. open 16 engineering 61 interface with 17 requirements 64 software versions 64 supported 64 Symposium Agent.01 configuring CDNs on 81 connectivity. mapping to devices 19 utilization maximum CLAN 90. configuring 83 TAPI Service Provider 17 3.Index Standard 5. coresidency with 14 Symposium Call Center Server 30 performance impact of MLS 55 Symposium Web Center Portal 30 coresidency with 14 VAS ID 79 versioning 38 virtual memory Communication Control Toolkit 56 virtual memory. Communication Control Toolkit 56 Virtual Private Network. See VPN virus scanning 57 Visual Studio .

Nortel Networks. What chapters.0 Planning and Engineering Guide Tell us about yourself: Name: Company: Address: Occupation: Phone: 1. please answer the following questions. Ireland. 2. How could we improve this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Please return your comments by fax to 353-91-756050. Galway. or mail your comments to Contact Center Documentation Research and Development Prime.Reader Response Form Nortel Communication Control Toolkit Product release 5. What information (if any) was missing from this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ 6. What is your level of experience with this product? New user Intermediate Experienced Programmer How do you use this book? Learning Procedural Reference Problem solving Did this book meet your needs? Yes No If you answered No to this question. 3. sections. 4. Mervue Business Park. . or procedures did you find hard to understand? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ 5.

orrm Fo m sse F on e ssp on e p rr R e de R ea de R ea R .

.

All Rights Reserved.Nortel Communication Control Toolkit Planning and Engineering Guide Nortel Mervue Business Park Galway. Information is subject to change without notice. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use.0 Standard 5. Ireland Copyright © 2007 Nortel Networks.nortel. The process of transmitting data and call messaging between the Meridian 1 or DMS/MSL-100 switch and Communication Control Toolkit is proprietary to Nortel Networks. . Publication number: Product release: Document release: Date: 297-2183-924 5. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant.com/documentfeedback. see www. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.01 June 2007 To provide feedback or report a problem in this document.