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297-2183-212
Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide
Product release 6.0
Standard 7.03
July 2007
Contact Center Manager Server Technical Requirements and Operating System Configuration Guide
Publication number: Product release: Document release: Date:
297-2183-212 6.0 Standard 7.03 July 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 Nortel Meridian 1 PBX and Contact Center Manager Server 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 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. This page and the following page are considered the title page, and contain Nortel Networks and third-party trademarks. *Nortel, the Nortel Networks logo, the Globemark, CallPilot, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Nortel Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel. 3COM, US ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation. ACCELERAID, IBM, and MYLEX are trademarks of International Business Machines Corporation. ACROBAT, ACROBAT READER, ADOBE, ADOBE ACROBAT, FRAME, FRAMEMAKER, and POSTSCRIPT are trademarks of Adobe Systems Incorporated.
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Contents 1
Getting started
7
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 About Contact Center - Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
2
Server requirements Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Optional servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Manager Server security . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3
Installing and configuring the operating system Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing Windows Server 2003. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Windows Server 2003 (if it is already installed) . . . . . . . . . . . . Configuring Data Execution Prevention. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4
Server hardware installation Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connect the Nortel server subnet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connect the ELAN subnet (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connect Meridian Mail with a serial port (if required) . . . . . . . . . . . . . . . . . Connect the modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
5
Optional system components
23 24 25 31 34 36 39 41
43 44 45 58 68
71 72 73 75 76 77
79
Redundant array of independent disks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Third-party software on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Technical Requirements and Operating System Configuration Guide
i
Contents
Standard 7.03
6
Other configuration tasks
87
Ensure the computer name and DNS host name match . . . . . . . . . . . . . . . . . 88 What is next? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Index
ii
93
Contact Center Manager Server
Chapter 1
Getting started In this chapter New in this release
8
Overview
10
About Contact Center - Release 6.0
11
Skills you need
16
Related documents
17
How to get help
21
Technical Requirements and Operating System Configuration Guide
7
Getting started
Standard 7.03
New in this release The following sections detail what is new in the Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide (297-2183-212) for release 7.03.
“Features” on page 8
“Other changes” on page 8
Features See the following sections for information about feature changes:
“Organizational information” on page 8
Organizational information This guide is a new guide intended to describe what must be done to a new server before the Communication Control Toolkit server software is installed. It contains the following sections from the Communication Control Toolkit Installation and Maintenance Guide:
“Server requirements” on page 23
“Installing and configuring the operating system” on page 43
“Server hardware installation” on page 71
“Optional system components” on page 79
“Other configuration tasks” on page 87
Other changes See the following sections for information about changes that are not featurerelated.
8
“Update to server guidelines” on page 9
Contact Center Manager Server
July 2007
Getting started
Update to server guidelines The section Server guidelines was updated to include the CPU information that dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Technical Requirements and Operating System Configuration Guide
9
Getting started
Standard 7.03
Overview This guide describes the prerequisites required for installing Nortel Contact Center Manager Server. The Technical Requirements and Operating System Configuration Guide provides information and procedures to help you complete the following tasks: z
Install and configure Windows Server 2003.
Understand the hardware requirements for Nortel Contact Center Manager Server.
Who should read this guide This guide is intended for: z
Nortel installers and distributors who are responsible for installing and maintaining Contact Center - Release 6.0, or upgrading from an earlier release of Symposium Call Center Server software to Contact Center Manager Server
z
administrators who are responsible for monitoring and maintaining the Contact Center Manager Server
Access rights This guide assumes that you have the privileges and access rights required to perform the procedures in this guide. For more information, refer to the Contact Center Manager Administrator’s Guide.
10
Contact Center Manager Server
July 2007
Getting started
About Contact Center - Release 6.0 Contact Center - Release 6.0 provides a contact center solution for varied and changing business requirements by offering a suite of applications that includes: z
call processing
z
agent handling
z
management and reporting
z
networking
z
third-party application interfaces
In addition to Contact Center - Release 6.0 components, the contact center requires a switch for telephony services and voice network connectivity, and an optional front-end IVR system for voice processing capabilities.
Components Contact Center Manager Server uses a client/server architecture, with functionality distributed among various components. The major components of Contact Center Manager Server include:
The server computer—responsible for functions such as the logic for contact processing, contact treatment, contact handling, contact presentation, and the accumulation of data into historical and real-time databases. This server computer runs under Windows Server 2003 (Enterprise or Standard).
Contact Center Manager Administration—a server where the software for configuring Contact Center Manager Server and monitoring contact center performance is installed. Administrators use the web-based client interface to configure the web-based client/server application installed on the Contact Center Manager Administration server.
The License Manager—software that provides access to features within Contact Center 6.0. The License Manager is installed with the Contact Center Manager Server software. Fields and commands for features that you did not purchase are not available.
The switch—provides telephony services and voice network connectivity.
Technical Requirements and Operating System Configuration Guide
11
Getting started
Standard 7.03
Architecture There are two types of architecture: installation architecture and licensing architecture. Installation architecture consists of stand-alone and co-resident installation. Licensing architecture consists of nodal and corporate licensing. Nodal and corporate packages Nodal license – When only one occurrence of each product is in the network. Products are installed either as stand-alone or co-resident. Corporate license – Where more than one occurrence of any product is in the network. Products are installed either as stand-alone or co-resident. The following diagram illustrates a nodal co-resident Contact Center Manager Server system with License Manager, Contact Center Manager Administration, and Communication Control Toolkit.
12
Contact Center Manager Server
Co-res CCMS CCMA CCT
ELAN Subnet
Nortel Server Subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
Signaling Server
Call Server
NCC
CCMM
Modem
VPN Router 1100
Customer LAN Modem
PSTN
TACACS or RADIUS
POP3/SMTP Mail Server
Internet
DNS
DHCP External Server Web Server
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
HDX Application Server
Firewall
Enterprise LAN / WAN
July 2007 Getting started
Supported switches
Contact Center Manager Server supports the following switches:
z
Nortel Communication Server 1000/Meridian 1 PBX
z
Nortel Communication Server 2x00/DMS
z
SIP-initiated family of compatible switches
Technical Requirements and Operating System Configuration Guide
13
Getting started
Standard 7.03
Network components The following major components make up the Contact Center Manager network. Contact Center Manager Administration Contact Center Manager Administration is a browser-based tool for contact center administrators and supervisors. You can use Contact Center Manager Administration to manage and configure a contact center and its users, define access to data, and view real-time and historical reports. You can install the Contact Center Manager Administration component on the same machine as Contact Center Manager Server, or on a separate networked machine. Network arrangements All servers must be connected to the Local Area Network (LAN) or Nortel server subnet. Third-party applications that interface with the servers also connect to this LAN. A dedicated Ethernet TCP/IP LAN is required to connect the Contact Center Manager Server and the switch. The Contact Center Manager Server now requires only a single Network Interface Card (NIC) configuration to connect to the Nortel server subnet. A second-NIC connected directly to the ELAN subnet is optional to accommodate delayed legacy data network design changes. The single-NIC configuration is encouraged as future Contact Center Manager Server releases and features (such as SIP Contact Center) do not support the dual-NIC configuration.
14
Contact Center Manager Server
Technical Requirements and Operating System Configuration Guide
VGMC
VGMC
Gateways
OTM
Nortel Server Subnet
CallPilot
ELAN Subnet
Media Servers
Signaling Server
Call Server
NCC
VPN Router 1100
Co-res CCMS CCMA CCT
Modem
CCMM
Customer LAN
Modem
PST N
POP3/SMTP Mail Server
Remote-Support Remote-Agent
Media Gateway
Signaling Server
Call Server
Nortel Server Subnet
ELAN Subnet CallPilot
Nortel Server Subnet
ELAN Subnet CallPilot Signaling Server Call Server
Enterprise LAN / WAN
Firewall
TACACS or RADIUS
DNS
Internet
DMZ (Optional)
Firewall (Optional)
DHCP External Server Web Server
VGMC
Media Gateway
VGMC VGMC
HDX Application Server
VGMC VGMC
VGMC
Media Gateway
CCMS
CCMS
VPN Router 1100
CCMA
VPN Router 1100
CCMA
Modem
CCT
Modem
CCT
July 2007 Getting started
15
VGMC
Getting started
Standard 7.03
Skills you need This section describes the skills and knowledge you need to use this guide effectively.
Required experience or knowledge Before installing the Contact Center portfolio, you should have the following experience or knowledge:
16
Client/server architecture
LAN/WAN networking
network security and management
Microsoft Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition administration and configuration, including experience with Windows domain administration skills and privileges
Partitioning server hard drives and booting servers from CD or disk
Internet Protocols (IP)
performance management
troubleshooting
Contact Center Manager Server
July 2007
Getting started
Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel web site (www.nortel.com). For information about Refer to
NTP number
Planning and Nortel Contact Center Manager engineering guidelines, Planning and Engineering Guide and server requirements Nortel Contact Center Manager CapTool User’s Guide
297-2183-934
Server requirements
Nortel Contact Center Server and Operating System Requirements Guide
297-2183-263
The Contact Center portfolio
Nortel Contact Center What is New in 297-2183-903 Release 6.0
Required installation and server data
Nortel Contact Center Installer’s Roadmap (see www.nortel.com/pic)
297-2183-226
Switch configuration
Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide
297-2183-931
Nortel Contact Center – Manager Switch Guide for Communication Server 2X00/DMS
297-2183-937
Nortel SIP Contact Center Switch Configuration Guide
297-2183-962
Server operating system Nortel Contact Center Manager configuration and Server Technical Requirements and requirements Operating System Configuration Guide
Technical Requirements and Operating System Configuration Guide
297-2183-935
297-2183-212
17
Getting started
Standard 7.03
For information about Refer to
NTP number
Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the coresident server
297-2183-944
Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
297-2183-213
Nortel Communication Control 297-2183-215 Toolkit Server Technical Requirements and Operating System Configuration Guide Nortel Contact Center Multimedia Server Technical Requirements and Operating System Configuration Guide
297-2183-214
Nortel Contact Center 6.0 Security Guide Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List
18
Contact Center Manager Server
July 2007
Getting started
For information about Refer to
NTP number
Installation, upgrades, migration, and maintenance
Nortel Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Nortel Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server
297-2183-218
Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server
297-2183-219
Nortel Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
Nortel Communication Control 297-2183-946 Toolkit Installation and Maintenance Guide Nortel Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
Nortel Media Application Server 297-2183-227 Installation and Configuration Guide for Contact Center 6.0 Scripting
Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX
297-2183-930
Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS
297-2183-936
Nortel Contact Center Manager Database Integration User Guide
297-2183-940
Technical Requirements and Operating System Configuration Guide
19
Getting started
For information about Refer to
NTP number
Networked contact center
Nortel Contact Center Manager Network Control Center Administrator’s Guide
297-2183-932
Administering contact centers
Nortel Contact Center Manager Administrator’s Guide
297-2183-927
Supervising contact centers
Nortel Contact Center Manager Supervisor’s Guide
297-2183-928
Nortel Contact Center Historical Reporting and Data Dictionary
297-2183-914
Handling contacts
20
Standard 7.03
Nortel Contact Center Agent Desktop 297-2183-945 User Guide
Contact Center Manager Server
July 2007
Getting started
How to get help This section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult the Troubleshooting section of this guide.
Finding the latest updates on the Nortel web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links: Link to
Takes you directly to
Latest software
The Nortel page for Contact Center is located at http:// www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation is located at http://www.nortel.com/helmsman.
Getting help from the Nortel web site The best way to get technical support for Nortel products is the Nortel Support web site: http://www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Support web site and Nortel Knowledge Base for answers to technical issues
open and manage technical support cases
Technical Requirements and Operating System Configuration Guide
21
Getting started
Standard 7.03
Getting help over the phone from a Nortel Solutions Center If you do not find the information your require on the Nortel Technical Support web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the web site below to obtain the phone number for your region: http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: http://www.nortel.com/erc
Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.
22
Contact Center Manager Server
Chapter 2
Server requirements In this chapter Overview
24
Server hardware requirements
25
Disk partitioning requirements
31
Server software requirements
34
Server port usage
36
Optional servers
39
Contact Center Manager Server security
41
Technical Requirements and Operating System Configuration Guide
23
Server requirements
Standard 7.03
Overview This chapter provides guidelines for preparing your server for installing Contact Center Manager Server (standalone), and shows you how to install the necessary hardware for Contact Center Manager Server. Note: If you are installing a coresident server, refer to the Contact Center Manager Server Coresident Technical Requirements and Operating System Guide for the coresident server.
Assumptions This chapter assumes the following:
24
Your hardware platform is on the Windows Server 2003 compatibility list.
The switch is correctly installed, operational, and configured for use with Contact Center Manager Server.
The Nortel server subnet is installed and operational.
The ELAN subnet is installed and operational (optional).
Contact Center Manager Server
July 2007
Server requirements
Server hardware requirements This section provides an overview of the hardware requirements for Contact Center Manager Server. The customer-supplied server must meet the minimum requirements described in this section. Note: Nortel recommends that you meet the recommended settings. The actual requirements for a contact center vary depending on the number of agents, call rate, and other factors. To identify the platform that meets the capacity requirements of your contact center, use the Capacity Assessment Tool, available from the Partner Information Center web site (www.nortel.com/pic). High Availability Platforms Contact Center Manager Server is also supported on any High Availability Platform that has undergone compatibility testing with Contact Center Manager Server as part of the Nortel Compatibility Test Program. For more details on this compatibility test program, see www.nortel.com/prd/dpp/. Nortel has successfully completed testing on some of the High Availability Platforms offered by Stratus. Specific details of the High Availability Platforms that are compatible with Contact Center Manager Server are available on request from Nortel in a platform-specific product bulletin. For more information on Stratus, go to www.stratus.com. Nortel has successfully completed testing on some of the High Availability Platforms offered by Stratus. Specific details of the High Availability Platforms that are compatible with Contact Center Manager Server are available on request from Nortel in a platform-specific product bulletin. For more information on Stratus, go to www.stratus.com.
Technical Requirements and Operating System Configuration Guide
25
Server requirements
Standard 7.03
The following table lists the hardware requirements for Contact Center Manager Server (standalone configuration only). ATTENTION
Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space. The CapTool is a software utility you can download from the Partner Information Center (www.nortel.com/pic). You must understand the limitations of using the minimum and recommended server specifications listed in the following table. Supported Minimum: This is the absolute minimum platform onto which the co-resident application software can be loaded and may not be sufficient for your contact center requirements. Use the CapTool to validate the server requirements. Recommended Minimum for new Server: For new server installations, this is the recommended minimum specification. It may not meet your contact center requirements. Use the CapTool to validate the server requirements.
26
Contact Center Manager Server
July 2007
Hardware item See Note 1.
Server requirements
Supported minimum
Configuration Voice Only Configuration This minimum configuration supports a contact center with less than 600 agents and with the following functionality enabled.
Size: < 600 agents, <12,000 calls per hour (CPH) License Manager: Yes
Open Queue: No
Universal Networking: No
Recommended minimum
Multimedia/ Outbound/ Universal Networking This typical configuration supports a contact center with less than 600 agents and with the following functionality enabled:
Size: < 600 agents, <12,000 CPH
License Manager: Yes
Open Queue: Yes
Universal Networking: Yes
Technical Requirements and Operating System Configuration Guide
Additional information
Important: If you are installing Contact Center Multimedia, Open Queue must be enabled and you must provision 2 GB of RAM.
27
Server requirements
Hardware item See Note 1.
CPU
Standard 7.03
Supported minimum
Recommended minimum
Intel-based CPU, Xeon 2 GHz
Intel-based CPU, dual Xeon 2.8 GHz.
Additional information
Pentium IV, Intel Xeon (32- and 64-bit), and Intel Xeon DP.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Non-supported processors include: Pentium III, Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM
1 GB
2 GB
Use Microsoft recommendations for swap file size 1.5 GB RAM up to a limit of 4 GB.
Hard disk space
40 GB of logical disk space (80 GB of physical disk space with RAID-1)
40 GB of logical disk space (80 GB of physical disk space with RAID-1)
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
Hard disk partitioning
See “Disk partitioning requirements” on page 31 for this information.
Hard disk type SCSI or SATA
28
SCSI or SATA
IDE drives not supported. At this time, a SAN (Storage Area Network) configuration is not supported.
Contact Center Manager Server
July 2007
Hardware item See Note 1.
Server requirements
Supported minimum
Recommended minimum
Hard disk speed
7200 RPM
> 7200 RPM
Floppy drive
one floppy drive
one floppy drive
DVD ROM
one DVD ROM drive one DVD ROM drive
Additional information
Drive letter must be A.
Drive letter must be E.
Minimum speed is 4X.
Serial port See Note 2.
one serial port (for modem access) or USB port (if using USB modem)
one serial port (for modem access) or USB port (if using USB modem)
Parallel port
not required
not required
Network interface
one network interface card with the ELAN subnet connected to the Nortel server subnet through one router.
one network interface card
ELAN subnet must be 10/ 100 Mb/s Ethernet.
(Network Control Center only requires one network interface card)
The Nortel server subnet facing network interface card must be 100 Mb/s Ethernet.
for legacy isolated ELAN subnet, two network interface cards required
Additional serial ports are required if you want to use Access Link for Meridian Mail or a serial UPS. You must use COM2 for the Access Link. Also, a serial port is an option for security device connectivity
Only Ethernet supported. Token Ring ring not supported.
(Network Control Center only requires one network interface card)
Technical Requirements and Operating System Configuration Guide
29
Server requirements
Hardware item See Note 1.
Standard 7.03
Supported minimum
Recommended minimum
Additional information
Video card
one video card and monitor
one video card and monitor
800 x 600 pixels minimum resolution
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Modem
one external modem one external modem 33.6 KB/s minimum for remote technical support. USB modems are supported.
Backup/ Restore
backup system for database backup can be either tape drive or remote directory
backup system for database backup can be either tape drive or remote directory
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows 2003 Server. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com). Note 2: For COM1, the base I/O Port Address must be set to 3F8, and the IRQ must be set to 4. If you configure additional hardware on your server, such as COM ports 3 and 4, ensure that the hardware is configured correctly (for instance, make sure that IRQs do not conflict with existing IRQs). Any further troubleshooting and hardware diagnostics are the responsibility of the hardware vendor.
30
Contact Center Manager Server
July 2007
Server requirements
Disk partitioning requirements This section shows you how to partition your standalone Contact Center Manager Server. The minimum partition sizes are based on the following:
1 KB = 1024 bytes
1 MB = 1024KB = 1,048,576 bytes
1 GB = 1024MB = 1,048,576 KB = 1,073,741,824 bytes
The actual requirements for a contact center will vary depending on the number of agents, call rate, and other factors. To identify the platform that meets the capacity requirements of your contact center, use the Capacity Assessment Tool, which is available from the Partner Information Center web site (www.nortel.com/pic). Note: If the existing Symposium Call Center Server 5.0 C: partition size is less than 12 GB (standalone), you must rebuild the platform to increase the partition size to the supported size and reinstall the OS or perform a platform migration before you can upgrade to Contact Center Manager Server.
Primary and Extended partitions The operating system resides on the C partition. This must be the only primary partition. All other partitions (D, F, G, and so on) must be logical drives within extended partitions. Pay close attention to this when partitioning your drives. Refer to the documentation provided with the operating system for details. Note: Database partitions must not exceed 32 GB.
Technical Requirements and Operating System Configuration Guide
31
Server requirements
Standard 7.03
Partitioning requirements The following table lists the disk partitioning requirements for a stand-alone installation. Drive letter
Minimum size
Recommended Maximum size size
Notes
A
1.44 MB
1.44 MB
N/A
Floppy drive A.
C
12 GB
16 GB
Limited only by the operating system
NTFS partition on disk 0. This must be partitioned as the Primary partition. The Windows 2003 operating system is installed here.
D
8 GB
16 GB
Limited only by the operating system
Additional NTFS partition on disk 0 or an NTFS partition on a different disk.
This must be partitioned as a logical drive within an extended partition, because this partition is not used for start-up.
Contact Center Manager Server is installed here.
This is the location of the trace logs.
E
N/A
N/A
N/A
DVD ROM drive
F
4 GB
32 GB
32 GB
Drive F and additional drives are used to store the database.
32
Partitioned sizes on all database drives must be in increments of 1 GB (equivalent to 1024 MB).
Drives F through U must be partitioned as logical drives within extended partitions, because these partitions are not used for booting.
The maximum number of 32 GB database partitions is four.
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All database partitions must be of equal size (for example, all partitions must be x GB in size, where x can range from 4 GB to 32 GB, in increments of 1 GB).
Maximum database size is 128 GB (4 x 32 GB).
There is no maximum number of partitions, as long as each partition is the same size and the total does not exceed 128 GB.
If you are performing an upgrade from Release 5.0 (Windows 2003 Server) to Release 6.0 on the same server, you must move the paging file from partition C to partition D. This move is required only if the C drive partition is smaller than 24 GB. If the drive partition is already 24 GB or larger, the paging file can be maintained on the C drive.
Nortel does not guarantee the support for future Windows 2003 Server Service Packs, which may require larger disk space.
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Server requirements
Standard 7.03
Server software requirements The following requirements apply to the software used with the Contact Center Manager Server installation.
Operating system requirements The following table provides operating system compatibly for a standalone installation.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit See Note 1 Windows 2003 Server Release 2, Enterprise Edition, 32-bit See Note 1
International versions supported
English
Japanese
Traditional Chinese
See Note 2
English
Japanese
Traditional Chinese
Minimum service pack
Latest service pack tested by Nortel. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List.
See Note 2
Windows 2003 Server Datacenter Edition
Not supported
N/A
Windows 2003 Server Web Edition
Not supported
N/A
Note 1: The 64-bit version is not supported. Note 2: On Contact Center Manager Server, Japanese and Traditional Chinese require specific SUs to account for double-byte characters.
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Preinstallion check To check whether a particular server meets these basic requirements for Platform Vendor Independence, run the Pre-installation Compliancy Checker utility on that server after the operating system is installed and partition the drives according to the specifications in this chapter. This utility is included on the server application DVD. It generates warnings and suggestions when the server does not satisfy the minimum or suggested requirement. Note: The Pre-installation Compliancy Checker utility does not check all of the requirements for platform vendor independence. Make sure that the server meets all requirements. For more information, refer to the Nortel Contact Center Manager Planning and Engineering Guide.
pcAnywhere Nortel requires that pcAnywhere 11.5 be installed on the server to provide Contact Center Multimedia server support through a dial-in modem. The pcAnywhere software is included on the Contact Center Release 6.0 DVD.
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Server requirements
Standard 7.03
Server port usage The following table provides the listener ports that Contact Center Manager Server uses. The table does not include the other base ports required for Windows Networking. For example, Windows Domain Naming Server (DNS) uses port 53. Contact Center Manager Server Port number
Network interface
Functionality
135
Nortel server subnet
Microsoft Windows RPC Locator Service
137
Nortel server subnet
NetBIOS Name Service
138
Nortel server subnet
Microsoft NetBios Datagram Service
139
Nortel server subnet
NetBIOS Session Service
161
Nortel server subnet
SNMP (required if SNMP NMS is connected)
162
Nortel server subnet
SNMP traps (required if SNMP NMS is connected)
530
Nortel server subnet
Microsoft Windows RPC Courier Service
1024–65535
Nortel server subnet
The range of ports that can be used by the RPC dynamic ports Note: Contact Center Manager Server uses other hardcoded ports internally.
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Contact Center Manager Server Port number
Network interface
Functionality
2500
ELAN subnet
ICM Note: Not applicable to SIP.
3000
Nortel server subnet
MLS (Enterprise Solution Link Services) Note: Not applicable to SIP.
3150
ELAN subnet
CallPilot Integration Note: Not applicable to SIP.
3151
ELAN subnet
CallPilot Integration Note: Not applicable to SIP.
5000–5003
Nortel server subnet
Contact Center Manager Server Database
5004
Nortel server subnet
Sybase XP Server
5010
Nortel server subnet
Sybase Replication Server
5631
Nortel server subnet
pcAnywhere 11.5 (can be changed in preferences)
5632
Nortel server subnet
pcAnywhere 11.5 (can be changed in preferences)
060
NSS
SIP
8888
ELAN subnet
AML Note: Not applicable to SIP.
10008
ELAN subnet
Default port 31200
DB Replication Listener Port
TBA
Report Listener
CallPilot Integration
TBA
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Server requirements
Standard 7.03
Contact Center Manager Server also uses ports for communication between its own components. Most of these ports do not have implications for external network components like firewalls; however, some ports may be used externally and therefore can affect an external firewall. In particular, take note of port 10000, which is a hardcoded port used to enable interoperability between Symposium applications and external third-party applications (applications developed using the RTD API). Any third-party application installed on the Contact Center Manager Server must not use any of the ports listed in the following table as it can cause the Contact Center Manager Server application to malfunction. The following table shows the ports that Contact Center Manager Server uses: Contact Center Manager Server Port number Functionality
38
3500
Communication Server 2x00/DMS
1550
HDX CAPI
TCP 4422
HDX NameService
12668–12670
TraceControl
10001–10082
Networking
10000
Hardcoded Toolkit Name Service
3998
License Manager destination port This is the first of ten consecutive ports required for license management.
3999–4007
License Manager client source port
3389
Remote Desktop Connection for support purposes.
5060
MCS5100 or SIP Proxy
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Optional servers This section contains information about optional server.
Network Control Center server When Contact Center Manager Server sites are connected together in a Wide Area Network (WAN), they require a central, non-call-processing computer to control the network. This computer is known as the Network Control Center (NCC) server. All servers in Contact Center Manager Server are connected to the NCC server, which may be in the same physical location as one of the servers in the network. This document explains how to configure a server machine running Windows Server 2003 (Enterprise or Standard) for Contact Center Manager Server. Note: If you are configuring an NCC server, you can use the same procedures in this guide to install and configure Windows Server 2003 on the NCC server. However, the NCC server does not have an Embedded LAN (ELAN) card installed. Ignore all references to ELAN installation and configuration in the installation procedure.
Standby Server The Nortel Standby Server feature supports a “warm standby” configuration that allows a backup server (Standby Server) to run your call center if the primary server (Active Server) fails. You configure the Standby Server for Contact Center Manager Server in exactly the same way as the Active Server for your Contact Center Manager Server, with identical scripts, agents, and so on. However, you do not connect the Standby Server to the switch. For more information, refer to the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server.
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Server requirements
Standard 7.03
Server Utility Use the Server Utility to create and monitor the server activity, and perform other tasks not found in the Contact Center Manager Administration application. The Server Utility consists of the following components:
User Administration
System Administration
PC Event Browser
Provider
Service Monitor
For more information about Server Utility, refer to the Server Utility Help. You can also install a standalone Server Utility on the following operating systems:
40
Windows 2000 Server or Windows Server 2003
Windows 2000 Professional
Windows XP
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Contact Center Manager Server security This section provides an overview of security on the Contact Center Manager Server.
Server security Perform the following tasks to make sure your Contact Center Manager Server is secure:
Apply Microsoft security on a timely basis.
Limit administrative access to the database containing the CTI data store to specific administrative Windows user accounts.
Ensure all services providing a network interface (such as the CTI service provider) are running using either the Windows Network Service account or another privileged account. The Windows Network Service account is a built-in account with a security context that provides the least privileges required to run a typical network service.
Disable all non-essential network services.
Network security Network security is handled differently depending on the interface in question, as described in the following table: Interface
Network Security Mechanism
CTI API
The secure TCP transport layer described in the .NET Framework section provides network security for the CTI API interface.
AML (M1)
No specific network security mechanism is used. As it is a proprietary protocol, its exposure is limited as it runs over the ELAN subnet.
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Server requirements
Standard 7.03
Interface
Network Security Mechanism
Symposium Link (M1)
No specific network security mechanism is used. As it is a proprietary protocol, its exposure is limited as it runs over the ELAN subnet.
Overhead, Provided by PC Anywhere over a virtual private network Administration, and (VPN). Maintenance
42
Contact Center Manager Server
Chapter 3
Installing and configuring the operating system In this chapter Overview
44
Installing Windows Server 2003
45
Configuring Windows Server 2003 (if it is already installed)
58
Configuring Data Execution Prevention
68
Technical Requirements and Operating System Configuration Guide
43
Installing and configuring the operating system
Standard 7.03
Overview The operating system must reside on drive C:\ of your server with a minimum size of 12 GB. The recommended size is 16 GB. Follow the checklists in this section to perform on of the following tasks:
If you are installing a new copy of the operating system, refer to section “Performing a new installation of Windows Server 2003” on page 46.
If you are configuring an existing installation, refer to “Configuring Windows Server 2003 (if it is already installed)” on page 58.
Services required for Contact Center Manager Server Contact Center Manager Server runs on the Windows Components installed by default in Windows Server 2003 as a stand-alone server, with the following exceptions:
The Simple Network Management Protocol (SNMP) service must be installed on your server. This allows you to use an SNMP management system for remote monitoring. This service is not installed by default, so you must select it while installing or configuring the operating system.
The Internet Information Service (IIS) must not be installed. If it is installed, it will degrade the server’s performance. If service is installed, you must remove it while installing or configuring the operating system.
Do not install any additional services on your server that are not installed by default or listed above.
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Installing and configuring the operating system
Installing Windows Server 2003 Install the latest Windows Server 2003 service pack that has been validated with Contact Center Manager Server. You can obtain this information from the Symposium Service Packs and Security Hotfixes Compatibility List (Available on the Partner Information Center web site).
Before you begin 1.
Complete the Pre-Installation tab of the Installer’s Roadmap (available on www.norte.com/pic).
2.
Verify all of the IP addresses and host names.
3.
Verify that the IP addresses and host names are unique within the network.
4.
If your server uses RAID, make sure that the RAID configuration is set up according to the manufacturer’s instructions.
5.
Obtain a CD-ROM containing Windows Server 2003. You may also require boot disks.
ATTENTION!
6.
Other versions of the Windows Server operating system software are not supported.
Start the installation of Windows Server 2003 according to the instructions supplied with the operating system. Follow the on-screen instructions to create a partition for Windows Server 2003. It must reside on the C drive of your server on an NTFS partition with a minimum size of 12 GB. The recommended size is 16 GB.
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Installing and configuring the operating system
7.
Standard 7.03
Setup Wizard copies the Windows Server 2003 files to the installation folders on the new partition. When the copy process is complete, the system restarts. The Windows Server 2003 Setup wizard appears. CAUTION Risk of installation failure
.
If your server has Windows NT or Windows 2000 installed, do not upgrade from Windows NT or Windows 2000 to Windows Server 2003. Instead, remove the drive partitions and reformat the hard drives on the server. Then perform a new installation of Windows Server 2003 Enterprise or Standard Edition on the server. This eliminates the possibility of carrying over incorrect settings from the previous installation.
Performing a new installation of Windows Server 2003 Use the following checklist to perform a new installation of Windows Server 2003. Install Windows Server 2003 Step
✔
Details
1
Set up your If your server uses RAID, ensure the RAID configuration is set RAID up according to the manufacturer’s instructions. configuration.
2
Obtain the Windows Server 2003 CD-ROM.
46
Use either Windows Server 2003 (Standard Edition) or (Enterprise Edition). Note: Do not use Windows Server 2003 Datacenter or Web editions.
Contact Center Manager Server
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Installing and configuring the operating system
Install Windows Server 2003 Step
Details
3
Start installing Windows Server 2003 according to the instructions supplied with the operating system. Follow the onscreen instructions to create a partition for the operating system. This partition must reside on drive C:\ of your server on an NTFS partition.
Start the Windows Server 2003 installation.
✔
Setup copies the operating system files to the installation folders on the new partition. When the copy process is complete, the system restarts. The Windows Server 2003 Setup wizard appears. 4
Complete the Use the following guidelines in this table to complete the Windows Windows Server 2003 Setup wizard. Server 2003 Setup wizard.
Regional Settings window
Personalize Complete this window as required for your site. Your Software window
Licensing Nortel recommends that you use the Per server licensing mode Modes window and that you have a minimum of five concurrent connections.
Complete this window as required for your site.
This is the default.
Technical Requirements and Operating System Configuration Guide
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Installing and configuring the operating system
Standard 7.03
Install Windows Server 2003 Step
Computer Name and Administrator Password window
✔
Details
Enter the computer name and administrator password. Note: Pay close attention to the naming rules for the computer name as described in the worksheet (no spaces, hyphens, or underscores are allowed). If you change the computer name of Contact Center Manager Server during the upgrade, you must reconfigure all of your other Contact Center components with the new computer name:
Contact Center Manager Administration
Contact Center Multimedia
Communication Control Toolkit
You must also ensure that the new computer name and DNS host name match, and that all third-party applications that require a computer name, use the new Contact Center Manager Server name.
48
Date and Time Complete this window as required for your site. Ensure the Settings correct time zone is set for the server. window For the check box Automatically adjust clock for daylight saving changes, perform one of the following tasks:
If you are using a CS 1000/Meridian 1 switch, ensure that Automatically adjust clock for daylight saving changes is cleared.
If you are using a CS2x00/DMS switch, ensure that Automatically adjust clock for daylight saving changes is checked for regions using daylight saving time.
If you have purchased the Network Skill-Based Routing feature and are setting the time zone for the Network Control Center server, ensure that Automatically adjust clock for daylight saving changes is checked.
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Installing and configuring the operating system
Install Windows Server 2003 Step
Details
Modem Dialing Information window
Complete this window as required for your site.
Networking Settings window
After the system has installed the networking components and the status bar has finished scrolling, select Custom settings.
✔
Note: This window appears if you have a modem attached to the server. If this window does not appear, proceed to the next window.
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Installing and configuring the operating system
Standard 7.03
Install Windows Server 2003 Step
Networking Components window
✔
Details
Use this window to select networking components and set up the TCP/IP parameters for the Nortel server subnet and ELAN network interface cards. Networking components selection
After detecting the first network card, the Windows Server 2003 Setup wizard displays a list of networking components for that card. For each network card, the following three components are selected by default. Do not deactivate any of the following default networking components:
Client for Microsoft Networks
File and Printer Sharing for Microsoft Networks
Internet Protocol (TCP/IP)
Configuring TCP/IP parameters for Nortel server subnet and ELAN cards
Complete the following steps for each card that the Setup wizard detects on your server. 1
Click Internet Protocol (TCP/IP), and then click Properties.
2
In the General tab, enter the IP information required for the card (for example, IP address, subnet mask, and default gateway). Consult with the network administrator for the site. Note: To complete the installation successfully, you must enter an IP address for each network interface card. If you do not yet have the correct IP addresses for the cards, then type “dummy” IP addresses now. Remember to reconfigure the cards with the correct addresses later.
3
50
From the General tab, click Advanced. Use the DNS and WINS tabs to type information about DNS and WINS servers. Consult with the network administrator for the site.
Contact Center Manager Server
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Installing and configuring the operating system
Install Windows Server 2003 Step
Workgroup or Computer Domain window
Details
✔
Adding computer to a workgroup 1 Select No, this computer is not on a network, or is on a network without a domain. 2
In the Workgroup or computer domain box, type the workgroup name.
You can add the server to a domain, after you install Contact Center Manager Server. 5
Log on to After the Windows Server 2003 Setup wizard installation of the Windows operating system is complete, you must configure the operating Server 2003. system before installing Contact Center Manager Server.
Remove the CD-ROM. When you log onto Windows Server 2003 for the first time, the Windows Server 2003 Manage Your Server wizard appears. This wizard is not necessary for Contact Center Manager Server functionality. TIP:
Check Don’t display this screen on startup.
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Installing and configuring the operating system
Standard 7.03
Install Windows Server 2003 ✔
Step
Details
6
Use Add or Remove Programs to configure your Windows Server 2003 operating system.
52
Add or Remove Programs.
Using Add or Remove Programs 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Add or Remove Programs.
3
Click Add or Remove Windows Components to view a list of the installed components.
4
IIS is an Subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to uncheck IIS on the components list.
5
Select Management and Monitoring Tools, and then click Details.
6
Ensure the check box beside SNMP is checked. If it is checked, then SNMP is installed.
7
Click OK to return to the Add or Remove Windows Components property page.
Contact Center Manager Server
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Installing and configuring the operating system
Install Windows Server 2003 Step
Details
7
Verify that the virtual memory on the server is RAM size times 1.5. Set both the initial and maximum size to this value. If the virtual memory is smaller, increase it to RAM size times 1.5. Nortel recommends that the paging file be located on drive C.
Check the virtual memory settings.
✔
Verifying the virtual memory on the server 1
From the Start menu, choose All Programs > Control Panel.
2
Click System.
3
On the General tab, take note of the RAM size.
4
Click the Advanced tab, and then click Performance Settings.
5
Click the Advanced tab again.
6
Click Change to view and make changes to the virtual memory settings.
7
Restart the server if prompted.
Note: For a system with 512 MB of RAM, the default minimum paging file size is 768 MB and the default maximum paging file size is 1 GB. To optimize performance, Microsoft recommends that the minimum paging file size equal the maximum paging file size. Nortel recommends that both the minimum and maximum paging file sizes be set to 1.5 * RAM. If any of the following conditions apply, the system’s complete memory dump is not generated when the system stops unexpectedly:
Multiple paging files are distributed over separate disks
The paging file is not located on drive C
Physical RAM size is larger than 2 GB
Due to the limitations presented by large paging files, Nortel recommends the following:
Set the minimum and maximum paging file sizes to 1.5 x RAM, up to a maximum paging file size of 4 GB
Add the paging file to the drive C partition only. Do not create paging files on database partitions or other partitions
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Installing and configuring the operating system
Standard 7.03
Install Windows Server 2003 ✔
Step
Details
8
You only require one network interface card. However, if you have more than one network interface card, you must configure the bindings order of the network interface cards so that the Nortel server subnet card is first, then the ELAN card, then the virtual adapters for remote access.
9
Check the binding order for the Nortel server subnet and ELAN cards.
Configuring the bindings order of the network interface cards 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Network Connections.
3
Click either the Nortel server subnet or ELAN connection, and then from the Advanced menu, click Advanced Settings.
4
In the Connections box, ensure the Nortel server subnet connection is listed first. If it is not first, adjust the order.
Check the Use the Windows Device Manager to check that the required serial port serial ports exist. You require COM1 to provide remote support, configuration. unless you are using the USB port or VPN for remote access.
Also, you require COM2 for Symposium Voice Services on Meridian Mail. Checking the required serial ports 1
From the Start menu, choose Settings > Control Panel.
2
Click System, and then click the Hardware tab.
3
Click Device Manager, and then double-click Ports (COM & LPT) to view the communications ports.
4
For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4.
If a required port does not exist:
54
1
Ensure that the port is installed.
2
Go to the BIOS and correct the address of the missing port.
Contact Center Manager Server
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Installing and configuring the operating system
Install Windows Server 2003 Step
Details
10 Format all disk drives.
Ensure that the disk drives on the server are formatted according to the requirements for Contact Center Manager Server Release 6.0.
✔
Note:
If the Welcome to the Write Signature and Upgrade Disk wizard appears, click Cancel. This wizard is only for configuring dynamic disk partitioning. Release 6.0 supports Windows basic disk partitioning and dynamic disk volumes. When partitioning your drives, do not use the Windows option to upgrade to dynamic disks.
If you are performing an upgrade, ensure you fully understand the partition requirements on your new server. Refer to the section on disk partitioning requirements in your upgrade procedure. Note that file and folder compression are also not supported.
Ensuring the disk drives are formatted correctly 1
From the Start menu, choose All Programs > Administrative Tools > Computer Management.
2
Under Storage, click Disk Management to view and change disk partitioning.
3
The operating system resides on the C partition. This must be the only Primary partition. You must configure all other partitions (D, F, G, and so on) as Logical drives within Extended partitions on basic disks. The following steps offer some guidelines on creating extended partitions and logical drives:
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Installing and configuring the operating system
Standard 7.03
Install Windows Server 2003 Step
✔
Details a. Right-click each disk that you want to configure. b. On the resulting menu, click Create Partition. c. Follow the prompts in the Create Partition Wizard to create an extended partition for each disk. d. When you have created the extended partitions, you must create the logical drives by specifying their size and drive letters. Right-click each disk. e. On the pop-up menu, click Create Logical Drive. f. Follow the prompts in the Create Partition Wizard to create logical drives for each disk. Note: When you right-click a disk, if you see Write Signature in the pop-up menu, then you must choose this option to write a disk signature before you proceed with creating partitions and logical drives.
11 Install any If your server requires any additional drivers for your hardware additional configuration, install them. drivers required for your hardware configuration. 12 Test the network connection.
Use the ping command to test both the Nortel server subnet and ELAN subnet network connections.
13 Install the Windows Server 2003 service pack.
Install the latest Windows Server 2003 service pack that is validated with Contact Center Manager Server. You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List. Available on the Partner Information Center Web site (www.nortel.com/pic).
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Installing and configuring the operating system
Install Windows Server 2003 Step
Details
14 Install the Internet Group Management Protocol patch from Microsoft.
After you install Windows Server 2003, depending on your version of the software, you must download and install the Internet Group Management Protocol (IGMP) patch from Microsoft to receive multicast data properly.
✔
To download and install the patch, and to find out which versions of the Windows Server 2003 software require it, you must contact Microsoft Product Support Services, as described in the Knowledge Base article listed on the Microsoft Web site (www.microsoft.com). Note: If your version of Windows Server 2003 requires this patch, but you do not install it, your server will not reliably receive multicast data from the server in Contact Center Manager Server.
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Installing and configuring the operating system
Standard 7.03
Configuring Windows Server 2003 (if it is already installed) Follow this checklist to configure your previously installed version of Windows Server 2003. Configuring Windows Server 2003 (already installed) ✔
Step
Details
1
Change the Administrator password.
To ensure server security, change the default Administrator password for Windows as soon as possible.
2
Check the licensing mode.
Nortel recommends that you use the Per server licensing mode, and that you have a minimum of five concurrent connections. This is the default setting.
58
1
From the Start menu, choose Settings > Control Panel.
2
Double-click Licensing to view and change the licensing mode.
Contact Center Manager Server
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Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step
Details
3
Verify that the virtual memory on the server is RAM size times 1.5. Set both the initial and maximum size to this value. If the virtual memory is smaller, increase it to RAM size times 1.5. Nortel recommends that the paging file be located on drive C.
Check the virtual memory settings.
✔
Verifying the virtual memory on the server 1
From the Start menu, choose All Programs > Control Panel.
2
Click System.
3
On the General tab, take note of the RAM size.
4
Click the Advanced tab, and then click Performance Settings.
5
Click the Advanced tab again.
6
Click Change to view and make changes to the virtual memory settings.
7
Restart the server if prompted.
If any of the following conditions apply, the system’s complete memory dump is not generated when the system stops unexpectedly:
Multiple paging files are distributed over separate disks
The paging file is not located on drive C
Physical RAM size is larger than 2 GB
Due to the limitations presented by large paging files, Nortel recommends the following:
Set the minimum and maximum paging file sizes to 1.5 x RAM, up to a maximum paging file size of 4 GB.
Add the paging file to the drive C partition only. Do not create paging files on database partitions or other partitions.
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Installing and configuring the operating system
Standard 7.03
Configuring Windows Server 2003 (already installed) Step 4
✔
Details
Date and Complete this window as required for your site. Ensure the Time Settings. correct time zone is set for the server. For the check box Automatically adjust clock for daylight saving changes, perform one of the following tasks:
5
Check the computer name.
If you are using a CS 1000/Meridian 1 switch, ensure that Automatically adjust clock for daylight saving changes is cleared.
If you are using a CS2x00/DMS switch, ensure that Automatically adjust clock for daylight saving changes is checked for regions using daylight saving time.
If you have purchased the Network Skill-Based Routing feature and are setting the time zone for the Network Control Center server, ensure that Automatically adjust clock for daylight saving changes is checked.
Ensure that the computer name for your server is entered correctly, as recorded in the Installer Roadmap (www.nortel.com/pic). Tip: 1
From the Start menu, choose Settings > Control Panel.
2
Double-click System, and then click the Network Identification tab.
3
To make changes, click Properties.
Note: Make sure that the Windows computer name and TCP/IP DNS host name are identical, including uppercase and lowercase letters. 6
60
Check the workgroup name.
Ensure that the workgroup name for your server is entered correctly as recorded in the Installer Roadmap. Note: If you are adding your computer to an existing domain, add the server to your domain only after you have installed the Contact Center Manager Server application. For details, please refer to The Contact Center Manager Server Installation and Maintenance Guide. Contact Center Manager Server
July 2007
Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step
Details
7
You must configure the bindings order of the network interface cards so that the Nortel server subnet card comes first, then the ELAN subnet card, then the virtual adapters for remote access.
Check the bindings order for the Nortel server subnet and ELAN subnet cards
✔
Configuring the bindings order of the network interface cards 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Network Connections.
3
Click either the Nortel server subnet or ELAN connection, and then from the Advanced menu, click Advanced Settings.
4
In the Connections box, ensure the Nortel server subnet connection is listed first. If it is not first, adjust the order.
If the server uses a single network interface card (NIC), ensure that only one NIC is enabled. If the server uses dual NIC configuration, ensure that there are only two NICs enabled. All of the other NICs must be disabled and do not have IP addresses assigned to them.
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Installing and configuring the operating system
Standard 7.03
Configuring Windows Server 2003 (already installed) Step
Networking Components window
✔
Details
Use this window to select networking components and set up the TCP/IP parameters for the Nortel server subnet and ELAN subnet network interface cards. Note: If you are installing Windows Server 2003 Release 2, do not install or configure the optional components provided on CD 2 of the Windows Server 2003 Release 2 installation CDs. Networking components selection
After detecting the first network card, the Windows Server 2003 Setup wizard displays a list of networking components for that card. For each network card, the following three components are selected by default. Do not deselect any of these default networking components:
62
Client for Microsoft Networks
File and Printer Sharing for Microsoft Networks
Internet Protocol (TCP/IP)
Contact Center Manager Server
July 2007
Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step
Networking Components window (continued)
Details
✔
TCP/IP parameters for Nortel server subnet and ELAN subnet cards (optional)
Complete the following steps for each card that the Setup wizard detects on your server: 1
Click Internet Protocol (TCP/IP), and then click Properties.
2
In the General tab, enter the IP information required for the card (for example, IP address, subnet mask, and default gateway). Consult with the network administrator for the site.
Note: To complete the installation successfully, you must enter an IP address for each network interface card. If you do not yet have the correct IP addresses for the cards, then type “dummy” IP addresses now. Remember to reconfigure the cards with the correct addresses later. 1
8
Log on to Windows Server 2003.
From the General tab, click Advanced. Use the DNS and WINS tabs to type information about DNS and WINS servers. Consult with the network administrator for the site.
After the Windows Server 2003 Setup wizard completes the installation of the operating system, you must configure the operating system before installing Contact Center Manager Server. Remove the DVD-ROM. When logging on to Windows Server 2003 for the first time, the Windows 2003 Manage Your Server wizard appears. This wizard is not necessary for Contact Center Manager Server functionality. TIP:
Check the Don’t display this page at logon checkbox.
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Installing and configuring the operating system
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Configuring Windows Server 2003 (already installed) ✔
Step
Details
9
Use Add or Remove Programs to configure your Windows Server 2003 operating system.
Add or Remove Programs.
Using Add or Remove Programs 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Add or Remove Programs.
3
Click Add or Remove Windows Components to view a list of the installed components.
4
IIS is an Subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to clear IIS on the components list.
5
Select Management and Monitoring Tools, and then click Details.
6
Ensure the check box beside SNMP is checked. If it is checked, then SNMP is installed.
7
Click OK to return to the Add or Remove Windows Components property page.
10 Check the Use the Windows Device Manager to check that the required serial port serial ports exist. You require COM1 to provide remote support, configuration. unless you are using the USB port or VPN for remote access.
Also, you require COM2 for Symposium Voice Services on Meridian Mail. Checking the required serial ports 1
From the Start menu, choose Settings > Control Panel.
2
Click System, and then click the Hardware tab.
3
Click Device Manager, and then double-click Ports (COM & LPT) to view the communications ports.
4
For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4.
If a required port does not exist:
64
1
Ensure that the port is installed.
2
Go to the BIOS and correct the address of the missing port.
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Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step
Details
✔
11 Format all disk Ensure that the disk drives on the server are formatted according drives. to the requirements for Contact Center Manager Server Release
6.0. Note:
If the Welcome to the Write Signature and Upgrade Disk wizard appears, click Cancel. This wizard is only for configuring dynamic disk partitioning. Release 6.0 supports Windows basic disk partitioning and dynamic disk volumes. When partitioning your drives, do not use the Windows option to upgrade to dynamic disks.
If you are performing an upgrade, ensure you fully understand the partition requirements on your new server. Refer to the section on disk partitioning requirements in your upgrade procedure. Note that file and folder compression are also not supported.
Ensuring the disk drives are formatted correctly 1
From the Start menu, choose All Programs > Administrative Tools > Computer Management.
2
Under Storage, click Disk Management to view and change disk partitioning.
3
The operating system resides on the C partition. This must be the only Primary partition. You must configure all other partitions (D, F, G, and so on) as Logical drives within Extended partitions on basic disks. The following steps offer some guidelines on creating extended partitions and logical drives:
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Installing and configuring the operating system
Standard 7.03
Configuring Windows Server 2003 (already installed) Step Format all disk drives (continued).
✔
Details a. Right-click each disk that you want to configure. b. On the resulting menu, click Create Partition. c. Follow the prompts in the Create Partition Wizard to create an extended partition for each disk. d. When you have created the extended partitions, you must create the logical drives by specifying their size and drive letters. Right-click each disk. e. On the pop-up menu, click Create Logical Drive. f. Follow the prompts in the Create Partition Wizard to create logical drives for each disk.
Note: When you right-click a disk, if you see Write Signature in the pop-up menu, then you must choose this option to write a disk signature before you proceed with creating partitions and logical drives. 12 Install any If your server requires any additional drivers for your hardware additional configuration, install them. drivers required for your hardware configuration. 13 Test the network connection.
Use the ping command to test both the Nortel server subnet and ELAN subnet network connections.
14 Install the Windows Server 2003 service pack and any Nortelapproved hotfixes.
Install the latest Windows Server 2003 service pack that is validated with Contact Center Manager Server. You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List. Available on the Partner Information Center Web site (www.nortel.com/pic).
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Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step
Details
15 Update the emergency repair disk.
Nortel recommends that you restart the computer and update the emergency repair disk to record the latest configuration data for the server. Do this every time you change the server configuration (for example, if you change the computer name or IP address).
✔
TIP 1
From the Start menu, choose All Programs > Accessories > System Tools > Backup.
2
Follow the on-screen instructions to select what you want to back up.
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Installing and configuring the operating system
Standard 7.03
Configuring Data Execution Prevention Windows Server 2003 with the latest supported service pack contains security enhancements that impact Contact Center Manager Administration. Data Execution Prevention (DEP) is a set of hardware and software technologies that perform additional checks on memory to protect against malicious code exploitation. In the latest supported service pack for Windows Server 2003, DEP is enforced by both hardware and software. In order for Contact Center Manager Administration to function correctly, you must change the default DEP settings to be turned on for essential Windows programs and services only.
Configuring Data Execution Prevention (DEP) on Contact Center Manager Administration Note: Nortel recommends that you perform this procedure before you install Contact Center Manager Administration.
68
1
Log on to Windows as Administrator.
2
Click Start > Control Panel > System.
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Installing and configuring the operating system
Result: The System Properties window opens.
3
Click the Advanced tab.
4
In the Performance section of the window, click Settings.
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Installing and configuring the operating system
Standard 7.03
Result: The Performance Options window opens. 5
In the Performance Options window, click the Data Execution Prevention tab. Result: The Data Execution Prevention tab opens.
6
On the Data Execution Prevention tab, select Turn on DEP for essential Windows programs and services only.
7
Click OK. Result: A warning window appears notifying you that you must restart the computer for changes to take effect.
8
Click OK. Result: The System Properties window reappears.
70
9
Click OK to exit the System Properties window.
10
Restart the server to activate the change to the Data Execution Prevention settings.
Contact Center Manager Server
Chapter 4
Server hardware installation In this chapter Overview
72
Connect the Nortel server subnet
73
Connect the ELAN subnet (optional)
75
Connect Meridian Mail with a serial port (if required)
76
Connect the modem
77
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Server hardware installation
Standard 7.03
Overview This section describes how to connect external and peripheral hardware components to the server. Before you can connect these components, you must install the server hardware according to the manufacturer’s instructions and recommendations. Note: When you use a single network interface card (NIC) configuration with Contact Center Manager Server, or when you move from a dual NIC to a single NIC, you must add a new route in LD 117 for the router between the switch subnet and the managed server subnet in the switch. You must also enable this route in LD 117. For more information refer to the Contact Center Meridian 1, Communication Server 1000, and Voice Processing Guide. The following external connections are required for Contact Center Manager Server:
a network connection to the Communication Server 1000/Meridian 1 PBX or Communication Server 2x00/DMS switch
a network connection to the Contact Center Manager Server Release 6.0 client
a serial connection with Meridian Mail (if you are using Symposium Voice Services on Meridian Mail, or if you are using Meridian Mail as your IVR system)
a serial connection to a modem for remote support. (You can also use a USB modem connected to a USB port)
This section provides information about
72
connecting the ELAN subnet
connecting the Nortel server subnet
installing the software feature key adapter
connecting Meridian Mail with a serial port (if you are using Meridian Mail)
connecting the modem
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Server hardware installation
Connect the Nortel server subnet A network card for the Nortel server subnet connects Nortel systems to the customer’s internal Ethernet LAN. Note: You only require one network interface card for Contact Center Manager Server; however, if you are planing to use two network interface cards in your configuration, you must configure the bindings order of the network interface cards so that the Nortel server subnet network interface card comes first, then the ELAN network interface card, and then the virtual adapters for remote access.
Two network cards If you use two NIC cards in your Contact Center Manager Server, you must disable NetBIOS on one or both of the NIC cards. Nortel recommends that you disable NetBIOS on the non- Nortel server subnet card. Disabling NetBIOS 1
From the Start menu, choose Control Panel > Network Connections, and then select the appropriate network connection.
2
Click Properties.
3
Select Internet Protocol (TCP/IP), and then click Properties.
4
Click Advanced.
5
Click the WINS tab.
6
Select the Disable NetBIOS over TCP/IP check box.
7
Click OK.
Connecting the Nortel server subnet 1
Locate the slot assigned to the Nortel server subnet network interface card for the server. Make a note of the slot.
2
Write the MAC address of the card on a small label. Attach the label to the back of the card or the chassis slot position.
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Server hardware installation
3
74
Standard 7.03
Connect the cable from the Nortel server subnet to the Nortel server subnet network interface card in the server in accordance with customer site networking guidelines.
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Server hardware installation
Connect the ELAN subnet (optional) You must configure the ELAN subnet if you are using two network interface cards. You are not required to configure an ELAN subnet for Contact Center Manager Server.
Connecting the ELAN subnet 1
Locate the slot assigned to the ELAN network interface card for the server. Make a note of the slot.
2
Write the MAC address of the card on a small label. Attach the label to the back of the card or the chassis slot position.
3
Connect the ELAN subnet from the Nortel equipment to the Ethernet hub.
4
Connect the LAN cable from the ELAN network interface card in the server to the hub.
5
Plug in the power cord for the hub.
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Server hardware installation
Standard 7.03
Connect Meridian Mail with a serial port (if required) The following external connections are required for Contact Center Manager Server:
a serial connection with Meridian Mail (if you are using Symposium Voice Services on Meridian Mail, or if you are using Meridian Mail as your IVR system)
This section provides information about connecting Meridian Mail with a serial port (if you are using Meridian Mail). If you are using Access Link for Meridian Mail, to provide voice processing or IVR services, you must connect the server to Meridian Mail.
Connecting to Meridian Mail with a serial port (COM2) 1
Ensure that COM2 is set to 9600 bps. a. From Control Panel, choose System. b. Click the Hardware tab, and then click Device Manager. c. Choose Ports (COM & LPT). d. Right-click Communications Port (COM2), and then choose Properties. e. Select the Port Settings tab.
2
Ensure there are no resource conflicts.
3
Plug the null modem adapter and RS-232 serial cable from the Meridian Mail COM port into the COM2 port on the server. Note: The connection to Meridian Mail is complete.
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Connect the modem An external modem connected to a serial port on the server provides connectivity for technical support personnel. Use this procedure to connect the modem. The modem must have a minimum capability of 56 kbits/sec and be compatible with the US Robotics Sportster 56 modem.
Connect the modem (USB) An external modem connected to an USB port on the server provides connectivity for technical support personnel. Use this procedure to connect the USB modem. Read the installation instructions supplied by the modem manufacturer. Installing the modem (USB) 1
Ensure that the AC cord of the modem is not plugged in.
2
Connect the large 25-pin male connector to the back of the modem.Tighten the connector screws.
3
Connect the 9-pin female connector to COM1 at the rear of the server. Tighten the connector screws.
4
Check that the modem switches are set as follows: Note: The following table shows switch settings for the US Robotics Sportster 33.6 modem. Use these settings as a guide to the features required if you are installing a different type of modem.
Switch Up Down position (OFF) (ON) Feature/Function 1
OFF
Normal DTR operation (The computer must provide a DTR signal for the modem to accept commands. Dropping DTR terminates a call.) Modem ignores DTR (override)
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Server hardware installation
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Switch Up Down position (OFF) (ON) Feature/Function 2
Verbal (word) results
OFF
Numeric results 3
Suppresses results codes
ON 4
Echoes keyboard commands
ON 5
Suppresses echo of keyboard commands Modem answers on first ring, or higher if specified in NVRAM
ON 6
Enables results codes
Disables auto answer Modem sends Carrier Detect when it connects with another modem; drops Carrier Detect on disconnect
OFF
Carrier Detect is always on (override) 7
Loads Y or Y1 configuration from user-defined nonvolatile memory (NVRAM)
OFF
Loads and F0-Generic template from read-only memory (ROM) 8
Disables command recognition (dumb mode)
ON
78
Enables command recognition (smart mode)
5
Connect one end of the telephone cable to the modem RJ-11 jack labeled LINE.
6
Connect the other end of the telephone cable to the RJ-11 jack in the wall.
7
Connect the power cord to the modem, and plug the other end into a wall receptacle or power bar.
8
Turn on the modem.
Contact Center Manager Server
Chapter 5
Optional system components In this chapter Redundant array of independent disks
80
Third-party software on the server
81
Technical Requirements and Operating System Configuration Guide
79
Optional system components
Standard 7.03
Redundant array of independent disks The following components are essential to perform diagnostics, installation, and maintenance procedures:
Windows Server 2003 (Enterprise or Standard) CD-ROM
manufacturer’s RAID controller driver disk, if a RAID controller is used
manufacturer’s diagnostics software
(optional) blank backup tape for execution of tape diagnostics
manufacturer’s documentation for installing, maintaining, and troubleshooting the platform and peripherals
For maximum security and mission-critical systems, Nortel recommends that the server contain a RAID 1 (type 1) controller. The Redundant Array of Independent Disks (RAID) technology provides disk data redundancy as well as error detection and correction. With the RAID controller, you can configure your linked drives into a RAID subsystem. Microsoft Software-RAID is not supported. However, Nortel supports RAID in the manner that Stratus implements RAID. RAID 1, also known as disk mirroring, involves at least two drives duplicating the storage of data. There is no striping. Read performance is improved since either disk can be read at the same time. Write performance is the same as for single-disk storage. RAID 1 provides the best performance and the best fault-tolerance in a multi-user system, but at a higher cost. Note: RAID 5, on the other hand, involves a rotating parity array, addressing the write limitation in RAID 4. All read and write operations can be overlapped. RAID 5 stores parity information but not redundant data. However, parity information can be used to reconstruct data. RAID 5 requires a minimum of three and usually five disks for the array. It is best for multi-user systems in which performance is not critical or which involve few write operations. RAID implementation issues must be addressed by the RAID vendor. not used for booting.
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Optional system components
Third-party software on the server Due to the mission-critical, real-time processing performed by Contact Center Manager Server, you must not install any other application class software on the server. You can install certain utility class software on the server, providing it conforms to the guidelines listed in the following section.
Application class software generally requires a certain amount of system resources, and therefore, must not be installed on any server running Contact Center Manager Server. The installation of application class thirdparty applications may cause a real-time system, such as Contact Center Manager Server, to operate outside of the known engineering limits and, therefore, create potential unknown system problems (for example, CPU contentions, increased network traffic loading, disk access degradations, and so on).
Certain third-party utility class software applications, such as hardware diagnostics, generally require less system resources during the normal operation of Contact Center Manager Server, and therefore, are permitted. Exceptions are utilities such as screen savers, which may cause system problems and degrade performance. Antivirus software is classified as a utility and is subject to the following generic guidelines, as well as a specific series of recommendations detailed in “Additional guidelines for use of antivirus software” on page 83.
Note: Nortel does not support connection to Contact Center Manager Server through a Citrix environment. However, you can now access Contact Center Manager Administration and Agent Desktop Displays through Citrix MetaFrame XPb environment. The following third-party software is provided on the Nortel Contact Center DVD:
Symantec pcAnywhere 11.5 Crystal Enterprise 10 Embedded software Sybase Open Client version 12.5
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Guidelines for utility class software applications The following are generic guidelines for utility-class software:
The utility must not reduce the hard disk space available to Contact Center Manager Server and the Windows Server 2003 operating system below the minimum required.
The installation or uninstallation of the third-party software must not impact or conflict with the Contact Center Manager Server software (for example, it must not cause.DLL conflicts). If such conflicts occur, you may need to rebuild the server.
If the utility has its own database, it must not impact the Contact Center Manager Server Sybase database.
The utility must not interfere with Contact Center Manager Server services in any way. (For example, do not use third-party server management and monitoring utilities to shut down or restart Contact Center Manager Server services).
The utility must not administer the Contact Center Manager Server software.
The utility must not use ports that are reserved for Contact Center Manager Server.
During run time, the utility must not degrade the Contact Center Manager Server system beyond an average 50 percent CPU utilization.
Do not use disk compression utilities.
Do not use memory tweaking utilities (for example, WinRAM Turbo, Memory Zipper, and so on) to reclaim memory that is unused by Microsoft.
Before putting the server into production, implementation personnel must test to ensure these conditions and recommendations are met. Nortel support personnel may ask for the results of the testing during fault diagnosis. Note: If performance or functionality issues are raised to Nortel support personnel, as part of the fault diagnosis process, the customer/distributor may be asked to remove third-party software.
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Optional system components
Additional guidelines for use of third-party backup software Contact Center Manager Server does not provide a full backup facility. You can use third-party backup software to create a full backup of your server. If you do, additional guidelines apply. Note: Even if you create a full backup, you must continue to perform regular Contact Center Manager Server database backups. Due to the proprietary functions called during backup of the database, you must use the backup utility provided with Contact Center Manager Server to perform database backups.
Additional guidelines for use of antivirus software The risk of virus infection on the server in Contact Center Manager Server is minimal due to the limited access required for support of the server. Typically, only maintenance personnel have local access to the servers or remote access through pcAnywhere connections. However, Nortel acknowledges that some customers’ security policies may require the installation of antivirus software on the server in Contact Center Manager Server. Nortel has tested a representative sample of antivirus software packages (Norton Antivirus, McAfee NetShield, and Computer Associate eTrust) to determine the following generic guidelines for the use of antivirus software:
Install the antivirus software after installing Contact Center Manager Server. When the antivirus software is installed, it is the implementation personnel’s responsibility to perform testing with the antivirus software, in accordance with the guidelines for utility-class implementations outlined above. If, however, the antivirus software is already installed on the server computer as part of the customer’s corporate policy, ensure to disable the antivirus software when installing Contact Center Manager Server.
During patch installations, all antivirus functionality must be disabled (for example, firewalls, [passive] scanning, auto updates, and so on), and must not start up automatically until the entire Contact Center Manager Server installation procedure is complete. Reenable antivirus functionality afterwards, as required.
Virus scans must be set to run on the server during off-peak hours, and not to start on the hour.
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Optional system components
Standard 7.03
Note: Several maintenance tasks are automatically activated on Contact Center Manager Server at midnight, so an off-midnight time must be ensured. Similarly, active virus scans must be disabled when running diagnostic traces or logs on the server.
84
The antivirus software must not be configured to deal automatically with suspected infected files. In the event of infected files being located, do not attempt to replace or remove them. Contact your local Nortel support representative for assistance in determining if the files are part of the Contact Center Manager Server application or critical system files.
For Contact Center Manager Server, Nortel recommends that you exclude the following files and folders from scans (both real-time and scheduled): F:\Nortel\Database\ :\Nortel\Database\ TSM_OAM log folder location D:\Nortel\iccm\bin\data D:\Nortel\iccm\data D:\Nortel\iccm\sdm\log OAMContainer*.log located at D:\Nortel\Core\CMF\6_0_X_X\logs D:\NortelICCM\BIN\Tools2.exe—File access errors occur in the Scan Activity log if you do not exclude this file from scanning. D:\Nortel\iccm\logs D:\nortel\iccm\sgm\config\ D:\Nortel\Core\CMF\(current version of CMF)\ (for SIP installation) D:\Program Files\Nortel Networks\MAS\ConfMP (for SIP installation) D:\Program Files\Nortel Networks\MAS\CStore (for SIP installation) D:\Program Files\Nortel Networks\MAS\IvrMP (for SIP installation) D:\Program Files\Nortel Networks\MAS\MediaController (for SIP installation) D:\Program Files\Nortel Networks\MAS\Mmc (for SIP installation) Profile\(username)\Application Data\Nortel\Agent Desktop\Logs. Simple Network Management Protocol (SNMP) alerting on virus confirmation (Nortel recommends that you do not activate SNMP alerting; you encounter file access errors in the Scan Activity log if you do not exclude the latter file from scanning.) Contact Center Manager Server
July 2007
Optional system components
You must not connect Contact Center Manager Server directly to the Internet to download virus definitions or updated files. Furthermore, Nortel recommends that you do not use the Contact Center Manager Server client to connect to the Internet. Instead, you must download virus definitions and updated files to another location on the customer network, and manually load them on the Contact Center Manager Server. This is the same recommended procedure for downloading PEPs. This method limits access to the Internet, and thus reduces the risk of downloading infected files.
Nortel recommends that you scan all PEP files, DVD-ROMs, CD-ROMs, and floppy disks prior to installation or uploading to the server. This practice minimizes any exposure to infected files from outside sources.
Nortel has not tested SNMP alerting on virus confirmation, and is unable to ascertain any potential impact on the Contact Center Manager Server. Nortel does not recommend, therefore, that you activate this feature.
Virus scan software can place an additional load on the Contact Center Manager Server. It is the implementation personnel’s responsibility to run the performance monitor tool on the server to gauge CPU utilization. If the antivirus software scan causes the Contact Center Manager Server average CPU utilization to exceed 50 percent for longer than 20 minutes, then the antivirus software must not be loaded onto the Contact Center Manager Server.
Notes:
Nortel does not provide support on the configuration of antivirus software, but it tries to offer guidance where possible. Questions or problems on antivirus software must be directed to the appropriate vendor.
The above recommendations are intended as guidelines only, and do not constitute a guarantee of compatibility. Nortel does not plan to perform ongoing compatibility testing, or testing on other antivirus packages.
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Optional system components
86
Standard 7.03
Contact Center Manager Server
Chapter 6
Other configuration tasks In this chapter Ensure the computer name and DNS host name match
88
What is next?
92
Technical Requirements and Operating System Configuration Guide
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Other configuration tasks
Standard 7.03
Ensure the computer name and DNS host name match You must ensure your server’s computer name and DNS host name match exactly, including uppercase and lowercase letters. If these names do not match, you cannot install the Contact Center Manager Server database software. A mismatch in these names can occur, for example, if you perform a new installation of the operating system and enter the computer name in uppercase letters. Windows uses your entry to set both the computer name and the DNS host name. However, once the operating system installation is complete, you may find that Windows has set the DNS host name in uppercase letters as you entered it, but that the computer name is set in all lowercase letters. Use the following procedures to check the names, and if necessary, change them.
Ensuring the computer name and DNS host name match 1
Once you have installed the operating system, log on to the server as Administrator.
2
From the Start menu, choose Control Panel, and then click the System icon. Result: The System Properties window appears.
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Other configuration tasks
3
Click the Computer Name tab. Result: The Computer Name information appears.
4
Write down the Full computer name exactly as it appears, including case. Note: Ignore the period at the end of the Full computer name.
5
Click Change. Result: The Computer Name Changes window appears.
6
Click More. Result: The DNS Suffix and NetBIOS Computer Name window appears.
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Other configuration tasks
Standard 7.03
7
Compare the NetBIOS computer name on this window with the Full computer name that you wrote down to determine whether the names match exactly, including case.
8
Perform one of the following tasks: z
If the names match, close the windows you opened and continue with the configuration of the server.
z
If the names do not match, complete the following procedure.
Updating the computer name to match the DNS host name Note: This procedure is a continuation of the previous procedure. 1
Write down the NetBIOS computer name exactly as it appears.
2
In the DNS Suffix and NetBIOS Computer Name window, click Cancel. Result: The Computer Name Changes window appears.
3
In the Computer name box, type the NetBIOS computer name exactly as you wrote it down in step 1, and then click OK. Note: If the only difference between the two names is the case (uppercase or lowercase letters), you cannot click OK to register the change because Windows does not recognize changes to case. In this situation, perform the following workaround:
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a. Type any character at the end of the Computer name to enable the OK button. b. Click OK. c. When the system prompts you to restart, click OK, but do not restart the server. Result: The System Properties window appears. d. Click Change. e. Delete the character at the end of the Computer name. f.
Click OK.
Result: The system prompts you to restart. 4
Click OK.
5
Click OK to close the System Properties window. Result: The system prompts you to restart the server.
6
Click Yes.
7
When the system has restarted, log on to the server as Administrator.
Domain support Do not add the server to the domain until you complete the Contact Center Manager Server installation. If your server is part of a domain, then remove the server, create a new user account with local admin privileges, and then log on with new user.
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What is next? You are now ready to install Contact Center Manager Server. For information about installing and upgrading Contact Center Manager Server, refer to the Nortel Contact Center Manager Server Installation and Maintenance Guide.
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Contact Center Manager Server
Index A antivirus software 81 guidelines 83 application-class software 81 architecture 12
B backups guidelines for third-party 83
C checking before installing software 35 CLAN connecting 73 setting TCP/IP parameters for 50 computer name 48 matching with DNS host name 88 configuring Windows Server 2003 58 connecting Meridian Mail 76 Contact Center Manager Server switches supported by 13 Contact Center Manager server network interface cards 14 coresident architecture 12 corporate licensing 12
D Date and Time Settings window 48 daylight savings time 48, 60 disk compression utilities on the Symposium Call Center Server 82 disk partitioning 31 DNS host name
matching with computer name 88
E ELAN connecting 75 setting TCP/IP parameters for 50, 62 ELAN subnet 29 experience required 16 extended partitions 31 external connections required for Symposium Call Center Server 76
G guidelines anti-virus software 83 third-party backup software 83 utility-class software 82 guidelines for installing utility-class software 82
H hardware diagnostics on the Symposium Call Center Server 81 High Availability platforms 25
I infected files 84 installing windows service packs 45
K knowledge required 16
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Index
L licensing corporate and nodal 12 Licensing Modes window 47 Local Area Network (LAN) 14
M management utilities on the Symposium Call Center Server 82 memory tweaking utilities on the Symposium Call Center Server 82 Meridian Mail connecting to a serial port 76 Modem Dialing Information window 49 monitoring utilities on the Symposium Call Center Server 82
N NCC setting time zone for 48, 60 Network interface cards (NIC) 14 Networking Components window 50, 62 Networking Settings window 49 nodal licensing 12 Nortel server subnet 24
P partitioning disks 31 Personalize Your Software window 47 port usage 36 preinstallation check 35 primary partitions 31
R Regional Settings window 47, 60 required experience 16 requirements anti-virus software 83 94
Standard 7.03
third-party backup software 83 utility-class software 82
S screen savers on the Symposium Call Center Server 81 security 41 server port usage 36 Server Utility introduction 40 service packs for Windows 2003 45 Session Initiation Protocol (SIP) network interface information 14 software third-party allowed on the server 81 standalone architecture 12 Stratus 25 switches supported by Contact Center Manager Server 13 Symposium Call Center Server external connections required for 76
T TCP/IP parameters setting for CLAN 50 setting for ELAN 50, 62 third-party software 81 guidelines for utility class 82 time zone, setting for NCC server 48, 60
U utility software, guidelines 82 utility-class software 81 guidelines 82
V virtual memory checking settings 53, 59 Contact Center Manager Server
July 2007
Index
virus scans 83
W Windows 2003 Server Datacenter 34 Windows 2003 Server Enterprise 34 Windows 2003 Server Web 34 Windows 2003 Standard 34 workgroup name adding 51 Workgroup or Computer Domain window 51
Technical Requirements and Operating System Configuration Guide
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Index
96
Standard 7.03
Contact Center Manager Server
Reader Response Form Contact Center Manager Server Product release 6.0 Technical Requirements and Configuration Guide
Operating
System
Tell us about yourself: Name: Company: Address: Occupation:
1.
What is your level of experience with this product? New user
2.
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Reference
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3.
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If you answered No to this question, please answer the following questions.
4.
What chapters, sections, or procedures did you find hard to understand? _______________________________________________________________________________ _______________________________________________________________________________
m r m o r o F F e s e n s o n p o s p e s e R R r e r d e a d RReea _______________________________________________________________________________
5.
What information (if any) was missing from this book?
_______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________
6.
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_______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________
Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Galway, Ireland.
Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide Nortel Networks Mervue Business Park Galway, Ireland 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 and Contact Center Manager Server 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.
Publication number: Product release: Document release: Date:
297-2183-212 6.0 Standard 7.03 July 2007
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide
Product release 6.0
Standard 7.03
July 2007
Contact Center Manager Server Technical Requirements and Operating System Configuration Guide
Publication number: Product release: Document release: Date:
297-2183-212 6.0 Standard 7.03 July 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 Nortel Meridian 1 PBX and Contact Center Manager Server 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 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. This page and the following page are considered the title page, and contain Nortel Networks and third-party trademarks. *Nortel, the Nortel Networks logo, the Globemark, CallPilot, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Nortel Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel. 3COM, US ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation. ACCELERAID, IBM, and MYLEX are trademarks of International Business Machines Corporation. ACROBAT, ACROBAT READER, ADOBE, ADOBE ACROBAT, FRAME, FRAMEMAKER, and POSTSCRIPT are trademarks of Adobe Systems Incorporated.
ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS, POWERPOINT, WINDOWS, WINDOWS NT, WINDOWS 2000, WINDOWS Server 2003 and WINDOWS XP are trademarks of Microsoft Corporation. ANSI is a trademark of the American National Standards Institute, Inc. CELERON, INTEL INSIDE XEON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation. CITRIX is a trademark of Citrix Systems, Inc. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer Corporation. HEWLETT PACKARD, HP, and SURESTORE are trademarks of Hewlett-Packard Company. NOVELL is a trademark of Novell, Inc. PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation. REPLICATION AGENT, REPLICATION SERVER, and SYBASE are trademarks of Sybase, Inc. WINZIP is a trademark of Nico Mak Computing, Inc.
Contents 1
Getting started
7
New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 About Contact Center - Release 6.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
2
Server requirements Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Optional servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contact Center Manager Server security . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3
Installing and configuring the operating system Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing Windows Server 2003. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Windows Server 2003 (if it is already installed) . . . . . . . . . . . . Configuring Data Execution Prevention. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4
Server hardware installation Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connect the Nortel server subnet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connect the ELAN subnet (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Connect Meridian Mail with a serial port (if required) . . . . . . . . . . . . . . . . . Connect the modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
5
Optional system components
23 24 25 31 34 36 39 41
43 44 45 58 68
71 72 73 75 76 77
79
Redundant array of independent disks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 Third-party software on the server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Technical Requirements and Operating System Configuration Guide
i
Contents
Standard 7.03
6
Other configuration tasks
87
Ensure the computer name and DNS host name match . . . . . . . . . . . . . . . . . 88 What is next? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Index
ii
93
Contact Center Manager Server
Chapter 1
Getting started In this chapter New in this release
8
Overview
10
About Contact Center - Release 6.0
11
Skills you need
16
Related documents
17
How to get help
21
Technical Requirements and Operating System Configuration Guide
7
Getting started
Standard 7.03
New in this release The following sections detail what is new in the Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide (297-2183-212) for release 7.03.
“Features” on page 8
“Other changes” on page 8
Features See the following sections for information about feature changes:
“Organizational information” on page 8
Organizational information This guide is a new guide intended to describe what must be done to a new server before the Communication Control Toolkit server software is installed. It contains the following sections from the Communication Control Toolkit Installation and Maintenance Guide:
“Server requirements” on page 23
“Installing and configuring the operating system” on page 43
“Server hardware installation” on page 71
“Optional system components” on page 79
“Other configuration tasks” on page 87
Other changes See the following sections for information about changes that are not featurerelated.
8
“Update to server guidelines” on page 9
Contact Center Manager Server
July 2007
Getting started
Update to server guidelines The section Server guidelines was updated to include the CPU information that dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Technical Requirements and Operating System Configuration Guide
9
Getting started
Standard 7.03
Overview This guide describes the prerequisites required for installing Nortel Contact Center Manager Server. The Technical Requirements and Operating System Configuration Guide provides information and procedures to help you complete the following tasks: z
Install and configure Windows Server 2003.
Understand the hardware requirements for Nortel Contact Center Manager Server.
Who should read this guide This guide is intended for: z
Nortel installers and distributors who are responsible for installing and maintaining Contact Center - Release 6.0, or upgrading from an earlier release of Symposium Call Center Server software to Contact Center Manager Server
z
administrators who are responsible for monitoring and maintaining the Contact Center Manager Server
Access rights This guide assumes that you have the privileges and access rights required to perform the procedures in this guide. For more information, refer to the Contact Center Manager Administrator’s Guide.
10
Contact Center Manager Server
July 2007
Getting started
About Contact Center - Release 6.0 Contact Center - Release 6.0 provides a contact center solution for varied and changing business requirements by offering a suite of applications that includes: z
call processing
z
agent handling
z
management and reporting
z
networking
z
third-party application interfaces
In addition to Contact Center - Release 6.0 components, the contact center requires a switch for telephony services and voice network connectivity, and an optional front-end IVR system for voice processing capabilities.
Components Contact Center Manager Server uses a client/server architecture, with functionality distributed among various components. The major components of Contact Center Manager Server include:
The server computer—responsible for functions such as the logic for contact processing, contact treatment, contact handling, contact presentation, and the accumulation of data into historical and real-time databases. This server computer runs under Windows Server 2003 (Enterprise or Standard).
Contact Center Manager Administration—a server where the software for configuring Contact Center Manager Server and monitoring contact center performance is installed. Administrators use the web-based client interface to configure the web-based client/server application installed on the Contact Center Manager Administration server.
The License Manager—software that provides access to features within Contact Center 6.0. The License Manager is installed with the Contact Center Manager Server software. Fields and commands for features that you did not purchase are not available.
The switch—provides telephony services and voice network connectivity.
Technical Requirements and Operating System Configuration Guide
11
Getting started
Standard 7.03
Architecture There are two types of architecture: installation architecture and licensing architecture. Installation architecture consists of stand-alone and co-resident installation. Licensing architecture consists of nodal and corporate licensing. Nodal and corporate packages Nodal license – When only one occurrence of each product is in the network. Products are installed either as stand-alone or co-resident. Corporate license – Where more than one occurrence of any product is in the network. Products are installed either as stand-alone or co-resident. The following diagram illustrates a nodal co-resident Contact Center Manager Server system with License Manager, Contact Center Manager Administration, and Communication Control Toolkit.
12
Contact Center Manager Server
Co-res CCMS CCMA CCT
ELAN Subnet
Nortel Server Subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)
Signaling Server
Call Server
NCC
CCMM
Modem
VPN Router 1100
Customer LAN Modem
PSTN
TACACS or RADIUS
POP3/SMTP Mail Server
Internet
DNS
DHCP External Server Web Server
Remote-Support Remote-Agent
DMZ (Optional)
Routing Firewall Switch (Optional)
HDX Application Server
Firewall
Enterprise LAN / WAN
July 2007 Getting started
Supported switches
Contact Center Manager Server supports the following switches:
z
Nortel Communication Server 1000/Meridian 1 PBX
z
Nortel Communication Server 2x00/DMS
z
SIP-initiated family of compatible switches
Technical Requirements and Operating System Configuration Guide
13
Getting started
Standard 7.03
Network components The following major components make up the Contact Center Manager network. Contact Center Manager Administration Contact Center Manager Administration is a browser-based tool for contact center administrators and supervisors. You can use Contact Center Manager Administration to manage and configure a contact center and its users, define access to data, and view real-time and historical reports. You can install the Contact Center Manager Administration component on the same machine as Contact Center Manager Server, or on a separate networked machine. Network arrangements All servers must be connected to the Local Area Network (LAN) or Nortel server subnet. Third-party applications that interface with the servers also connect to this LAN. A dedicated Ethernet TCP/IP LAN is required to connect the Contact Center Manager Server and the switch. The Contact Center Manager Server now requires only a single Network Interface Card (NIC) configuration to connect to the Nortel server subnet. A second-NIC connected directly to the ELAN subnet is optional to accommodate delayed legacy data network design changes. The single-NIC configuration is encouraged as future Contact Center Manager Server releases and features (such as SIP Contact Center) do not support the dual-NIC configuration.
14
Contact Center Manager Server
Technical Requirements and Operating System Configuration Guide
VGMC
VGMC
Gateways
OTM
Nortel Server Subnet
CallPilot
ELAN Subnet
Media Servers
Signaling Server
Call Server
NCC
VPN Router 1100
Co-res CCMS CCMA CCT
Modem
CCMM
Customer LAN
Modem
PST N
POP3/SMTP Mail Server
Remote-Support Remote-Agent
Media Gateway
Signaling Server
Call Server
Nortel Server Subnet
ELAN Subnet CallPilot
Nortel Server Subnet
ELAN Subnet CallPilot Signaling Server Call Server
Enterprise LAN / WAN
Firewall
TACACS or RADIUS
DNS
Internet
DMZ (Optional)
Firewall (Optional)
DHCP External Server Web Server
VGMC
Media Gateway
VGMC VGMC
HDX Application Server
VGMC VGMC
VGMC
Media Gateway
CCMS
CCMS
VPN Router 1100
CCMA
VPN Router 1100
CCMA
Modem
CCT
Modem
CCT
July 2007 Getting started
15
VGMC
Getting started
Standard 7.03
Skills you need This section describes the skills and knowledge you need to use this guide effectively.
Required experience or knowledge Before installing the Contact Center portfolio, you should have the following experience or knowledge:
16
Client/server architecture
LAN/WAN networking
network security and management
Microsoft Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition administration and configuration, including experience with Windows domain administration skills and privileges
Partitioning server hard drives and booting servers from CD or disk
Internet Protocols (IP)
performance management
troubleshooting
Contact Center Manager Server
July 2007
Getting started
Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel web site (www.nortel.com). For information about Refer to
NTP number
Planning and Nortel Contact Center Manager engineering guidelines, Planning and Engineering Guide and server requirements Nortel Contact Center Manager CapTool User’s Guide
297-2183-934
Server requirements
Nortel Contact Center Server and Operating System Requirements Guide
297-2183-263
The Contact Center portfolio
Nortel Contact Center What is New in 297-2183-903 Release 6.0
Required installation and server data
Nortel Contact Center Installer’s Roadmap (see www.nortel.com/pic)
297-2183-226
Switch configuration
Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide
297-2183-931
Nortel Contact Center – Manager Switch Guide for Communication Server 2X00/DMS
297-2183-937
Nortel SIP Contact Center Switch Configuration Guide
297-2183-962
Server operating system Nortel Contact Center Manager configuration and Server Technical Requirements and requirements Operating System Configuration Guide
Technical Requirements and Operating System Configuration Guide
297-2183-935
297-2183-212
17
Getting started
Standard 7.03
For information about Refer to
NTP number
Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the coresident server
297-2183-944
Nortel Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
297-2183-213
Nortel Communication Control 297-2183-215 Toolkit Server Technical Requirements and Operating System Configuration Guide Nortel Contact Center Multimedia Server Technical Requirements and Operating System Configuration Guide
297-2183-214
Nortel Contact Center 6.0 Security Guide Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List
18
Contact Center Manager Server
July 2007
Getting started
For information about Refer to
NTP number
Installation, upgrades, migration, and maintenance
Nortel Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Nortel Contact Center Manager Server Installation and Maintenance Guide for the Co-resident Server
297-2183-218
Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server
297-2183-219
Nortel Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
Nortel Communication Control 297-2183-946 Toolkit Installation and Maintenance Guide Nortel Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
Nortel Media Application Server 297-2183-227 Installation and Configuration Guide for Contact Center 6.0 Scripting
Nortel Contact Center Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX
297-2183-930
Nortel Contact Center Manager Scripting Guide for Communication Server 2X00/DMS
297-2183-936
Nortel Contact Center Manager Database Integration User Guide
297-2183-940
Technical Requirements and Operating System Configuration Guide
19
Getting started
For information about Refer to
NTP number
Networked contact center
Nortel Contact Center Manager Network Control Center Administrator’s Guide
297-2183-932
Administering contact centers
Nortel Contact Center Manager Administrator’s Guide
297-2183-927
Supervising contact centers
Nortel Contact Center Manager Supervisor’s Guide
297-2183-928
Nortel Contact Center Historical Reporting and Data Dictionary
297-2183-914
Handling contacts
20
Standard 7.03
Nortel Contact Center Agent Desktop 297-2183-945 User Guide
Contact Center Manager Server
July 2007
Getting started
How to get help This section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult the Troubleshooting section of this guide.
Finding the latest updates on the Nortel web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links: Link to
Takes you directly to
Latest software
The Nortel page for Contact Center is located at http:// www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation is located at http://www.nortel.com/helmsman.
Getting help from the Nortel web site The best way to get technical support for Nortel products is the Nortel Support web site: http://www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can:
download software and related tools
download technical documents, release notes, and product bulletins
sign up for automatic notification of new software and documentation
search the Support web site and Nortel Knowledge Base for answers to technical issues
open and manage technical support cases
Technical Requirements and Operating System Configuration Guide
21
Getting started
Standard 7.03
Getting help over the phone from a Nortel Solutions Center If you do not find the information your require on the Nortel Technical Support web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the web site below to obtain the phone number for your region: http://www.nortel.com/callus
Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to: http://www.nortel.com/erc
Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.
22
Contact Center Manager Server
Chapter 2
Server requirements In this chapter Overview
24
Server hardware requirements
25
Disk partitioning requirements
31
Server software requirements
34
Server port usage
36
Optional servers
39
Contact Center Manager Server security
41
Technical Requirements and Operating System Configuration Guide
23
Server requirements
Standard 7.03
Overview This chapter provides guidelines for preparing your server for installing Contact Center Manager Server (standalone), and shows you how to install the necessary hardware for Contact Center Manager Server. Note: If you are installing a coresident server, refer to the Contact Center Manager Server Coresident Technical Requirements and Operating System Guide for the coresident server.
Assumptions This chapter assumes the following:
24
Your hardware platform is on the Windows Server 2003 compatibility list.
The switch is correctly installed, operational, and configured for use with Contact Center Manager Server.
The Nortel server subnet is installed and operational.
The ELAN subnet is installed and operational (optional).
Contact Center Manager Server
July 2007
Server requirements
Server hardware requirements This section provides an overview of the hardware requirements for Contact Center Manager Server. The customer-supplied server must meet the minimum requirements described in this section. Note: Nortel recommends that you meet the recommended settings. The actual requirements for a contact center vary depending on the number of agents, call rate, and other factors. To identify the platform that meets the capacity requirements of your contact center, use the Capacity Assessment Tool, available from the Partner Information Center web site (www.nortel.com/pic). High Availability Platforms Contact Center Manager Server is also supported on any High Availability Platform that has undergone compatibility testing with Contact Center Manager Server as part of the Nortel Compatibility Test Program. For more details on this compatibility test program, see www.nortel.com/prd/dpp/. Nortel has successfully completed testing on some of the High Availability Platforms offered by Stratus. Specific details of the High Availability Platforms that are compatible with Contact Center Manager Server are available on request from Nortel in a platform-specific product bulletin. For more information on Stratus, go to www.stratus.com. Nortel has successfully completed testing on some of the High Availability Platforms offered by Stratus. Specific details of the High Availability Platforms that are compatible with Contact Center Manager Server are available on request from Nortel in a platform-specific product bulletin. For more information on Stratus, go to www.stratus.com.
Technical Requirements and Operating System Configuration Guide
25
Server requirements
Standard 7.03
The following table lists the hardware requirements for Contact Center Manager Server (standalone configuration only). ATTENTION
Carry out a detailed analysis of your contact center capacity requirements using the CapTool before you decide on the specifications for your PVI server for such items as CPU speed, RAM size, and disk space. The CapTool is a software utility you can download from the Partner Information Center (www.nortel.com/pic). You must understand the limitations of using the minimum and recommended server specifications listed in the following table. Supported Minimum: This is the absolute minimum platform onto which the co-resident application software can be loaded and may not be sufficient for your contact center requirements. Use the CapTool to validate the server requirements. Recommended Minimum for new Server: For new server installations, this is the recommended minimum specification. It may not meet your contact center requirements. Use the CapTool to validate the server requirements.
26
Contact Center Manager Server
July 2007
Hardware item See Note 1.
Server requirements
Supported minimum
Configuration Voice Only Configuration This minimum configuration supports a contact center with less than 600 agents and with the following functionality enabled.
Size: < 600 agents, <12,000 calls per hour (CPH) License Manager: Yes
Open Queue: No
Universal Networking: No
Recommended minimum
Multimedia/ Outbound/ Universal Networking This typical configuration supports a contact center with less than 600 agents and with the following functionality enabled:
Size: < 600 agents, <12,000 CPH
License Manager: Yes
Open Queue: Yes
Universal Networking: Yes
Technical Requirements and Operating System Configuration Guide
Additional information
Important: If you are installing Contact Center Multimedia, Open Queue must be enabled and you must provision 2 GB of RAM.
27
Server requirements
Hardware item See Note 1.
CPU
Standard 7.03
Supported minimum
Recommended minimum
Intel-based CPU, Xeon 2 GHz
Intel-based CPU, dual Xeon 2.8 GHz.
Additional information
Pentium IV, Intel Xeon (32- and 64-bit), and Intel Xeon DP.
Dual- and quad-CPU machines are supported with or without Hyperthreading enabled.
Non-supported processors include: Pentium III, Intel Celeron, Intel Itanium (IA 64), and AMD processors.
RAM
1 GB
2 GB
Use Microsoft recommendations for swap file size 1.5 GB RAM up to a limit of 4 GB.
Hard disk space
40 GB of logical disk space (80 GB of physical disk space with RAID-1)
40 GB of logical disk space (80 GB of physical disk space with RAID-1)
RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.
Hard disk partitioning
See “Disk partitioning requirements” on page 31 for this information.
Hard disk type SCSI or SATA
28
SCSI or SATA
IDE drives not supported. At this time, a SAN (Storage Area Network) configuration is not supported.
Contact Center Manager Server
July 2007
Hardware item See Note 1.
Server requirements
Supported minimum
Recommended minimum
Hard disk speed
7200 RPM
> 7200 RPM
Floppy drive
one floppy drive
one floppy drive
DVD ROM
one DVD ROM drive one DVD ROM drive
Additional information
Drive letter must be A.
Drive letter must be E.
Minimum speed is 4X.
Serial port See Note 2.
one serial port (for modem access) or USB port (if using USB modem)
one serial port (for modem access) or USB port (if using USB modem)
Parallel port
not required
not required
Network interface
one network interface card with the ELAN subnet connected to the Nortel server subnet through one router.
one network interface card
ELAN subnet must be 10/ 100 Mb/s Ethernet.
(Network Control Center only requires one network interface card)
The Nortel server subnet facing network interface card must be 100 Mb/s Ethernet.
for legacy isolated ELAN subnet, two network interface cards required
Additional serial ports are required if you want to use Access Link for Meridian Mail or a serial UPS. You must use COM2 for the Access Link. Also, a serial port is an option for security device connectivity
Only Ethernet supported. Token Ring ring not supported.
(Network Control Center only requires one network interface card)
Technical Requirements and Operating System Configuration Guide
29
Server requirements
Hardware item See Note 1.
Standard 7.03
Supported minimum
Recommended minimum
Additional information
Video card
one video card and monitor
one video card and monitor
800 x 600 pixels minimum resolution
Keyboard
one keyboard
one keyboard
Mouse
one mouse
one mouse
Modem
one external modem one external modem 33.6 KB/s minimum for remote technical support. USB modems are supported.
Backup/ Restore
backup system for database backup can be either tape drive or remote directory
backup system for database backup can be either tape drive or remote directory
For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary.
Note 1: All hardware devices must be on the Microsoft Hardware Compatibility List for Windows 2003 Server. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com). Note 2: For COM1, the base I/O Port Address must be set to 3F8, and the IRQ must be set to 4. If you configure additional hardware on your server, such as COM ports 3 and 4, ensure that the hardware is configured correctly (for instance, make sure that IRQs do not conflict with existing IRQs). Any further troubleshooting and hardware diagnostics are the responsibility of the hardware vendor.
30
Contact Center Manager Server
July 2007
Server requirements
Disk partitioning requirements This section shows you how to partition your standalone Contact Center Manager Server. The minimum partition sizes are based on the following:
1 KB = 1024 bytes
1 MB = 1024KB = 1,048,576 bytes
1 GB = 1024MB = 1,048,576 KB = 1,073,741,824 bytes
The actual requirements for a contact center will vary depending on the number of agents, call rate, and other factors. To identify the platform that meets the capacity requirements of your contact center, use the Capacity Assessment Tool, which is available from the Partner Information Center web site (www.nortel.com/pic). Note: If the existing Symposium Call Center Server 5.0 C: partition size is less than 12 GB (standalone), you must rebuild the platform to increase the partition size to the supported size and reinstall the OS or perform a platform migration before you can upgrade to Contact Center Manager Server.
Primary and Extended partitions The operating system resides on the C partition. This must be the only primary partition. All other partitions (D, F, G, and so on) must be logical drives within extended partitions. Pay close attention to this when partitioning your drives. Refer to the documentation provided with the operating system for details. Note: Database partitions must not exceed 32 GB.
Technical Requirements and Operating System Configuration Guide
31
Server requirements
Standard 7.03
Partitioning requirements The following table lists the disk partitioning requirements for a stand-alone installation. Drive letter
Minimum size
Recommended Maximum size size
Notes
A
1.44 MB
1.44 MB
N/A
Floppy drive A.
C
12 GB
16 GB
Limited only by the operating system
NTFS partition on disk 0. This must be partitioned as the Primary partition. The Windows 2003 operating system is installed here.
D
8 GB
16 GB
Limited only by the operating system
Additional NTFS partition on disk 0 or an NTFS partition on a different disk.
This must be partitioned as a logical drive within an extended partition, because this partition is not used for start-up.
Contact Center Manager Server is installed here.
This is the location of the trace logs.
E
N/A
N/A
N/A
DVD ROM drive
F
4 GB
32 GB
32 GB
Drive F and additional drives are used to store the database.
32
Partitioned sizes on all database drives must be in increments of 1 GB (equivalent to 1024 MB).
Drives F through U must be partitioned as logical drives within extended partitions, because these partitions are not used for booting.
The maximum number of 32 GB database partitions is four.
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All database partitions must be of equal size (for example, all partitions must be x GB in size, where x can range from 4 GB to 32 GB, in increments of 1 GB).
Maximum database size is 128 GB (4 x 32 GB).
There is no maximum number of partitions, as long as each partition is the same size and the total does not exceed 128 GB.
If you are performing an upgrade from Release 5.0 (Windows 2003 Server) to Release 6.0 on the same server, you must move the paging file from partition C to partition D. This move is required only if the C drive partition is smaller than 24 GB. If the drive partition is already 24 GB or larger, the paging file can be maintained on the C drive.
Nortel does not guarantee the support for future Windows 2003 Server Service Packs, which may require larger disk space.
Technical Requirements and Operating System Configuration Guide
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Server requirements
Standard 7.03
Server software requirements The following requirements apply to the software used with the Contact Center Manager Server installation.
Operating system requirements The following table provides operating system compatibly for a standalone installation.
Operating system
Windows Server 2003 Release 2, Standard Edition, 32-bit See Note 1 Windows 2003 Server Release 2, Enterprise Edition, 32-bit See Note 1
International versions supported
English
Japanese
Traditional Chinese
See Note 2
English
Japanese
Traditional Chinese
Minimum service pack
Latest service pack tested by Nortel. See the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List.
See Note 2
Windows 2003 Server Datacenter Edition
Not supported
N/A
Windows 2003 Server Web Edition
Not supported
N/A
Note 1: The 64-bit version is not supported. Note 2: On Contact Center Manager Server, Japanese and Traditional Chinese require specific SUs to account for double-byte characters.
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Server requirements
Preinstallion check To check whether a particular server meets these basic requirements for Platform Vendor Independence, run the Pre-installation Compliancy Checker utility on that server after the operating system is installed and partition the drives according to the specifications in this chapter. This utility is included on the server application DVD. It generates warnings and suggestions when the server does not satisfy the minimum or suggested requirement. Note: The Pre-installation Compliancy Checker utility does not check all of the requirements for platform vendor independence. Make sure that the server meets all requirements. For more information, refer to the Nortel Contact Center Manager Planning and Engineering Guide.
pcAnywhere Nortel requires that pcAnywhere 11.5 be installed on the server to provide Contact Center Multimedia server support through a dial-in modem. The pcAnywhere software is included on the Contact Center Release 6.0 DVD.
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Server requirements
Standard 7.03
Server port usage The following table provides the listener ports that Contact Center Manager Server uses. The table does not include the other base ports required for Windows Networking. For example, Windows Domain Naming Server (DNS) uses port 53. Contact Center Manager Server Port number
Network interface
Functionality
135
Nortel server subnet
Microsoft Windows RPC Locator Service
137
Nortel server subnet
NetBIOS Name Service
138
Nortel server subnet
Microsoft NetBios Datagram Service
139
Nortel server subnet
NetBIOS Session Service
161
Nortel server subnet
SNMP (required if SNMP NMS is connected)
162
Nortel server subnet
SNMP traps (required if SNMP NMS is connected)
530
Nortel server subnet
Microsoft Windows RPC Courier Service
1024–65535
Nortel server subnet
The range of ports that can be used by the RPC dynamic ports Note: Contact Center Manager Server uses other hardcoded ports internally.
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Contact Center Manager Server Port number
Network interface
Functionality
2500
ELAN subnet
ICM Note: Not applicable to SIP.
3000
Nortel server subnet
MLS (Enterprise Solution Link Services) Note: Not applicable to SIP.
3150
ELAN subnet
CallPilot Integration Note: Not applicable to SIP.
3151
ELAN subnet
CallPilot Integration Note: Not applicable to SIP.
5000–5003
Nortel server subnet
Contact Center Manager Server Database
5004
Nortel server subnet
Sybase XP Server
5010
Nortel server subnet
Sybase Replication Server
5631
Nortel server subnet
pcAnywhere 11.5 (can be changed in preferences)
5632
Nortel server subnet
pcAnywhere 11.5 (can be changed in preferences)
060
NSS
SIP
8888
ELAN subnet
AML Note: Not applicable to SIP.
10008
ELAN subnet
Default port 31200
DB Replication Listener Port
TBA
Report Listener
CallPilot Integration
TBA
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Server requirements
Standard 7.03
Contact Center Manager Server also uses ports for communication between its own components. Most of these ports do not have implications for external network components like firewalls; however, some ports may be used externally and therefore can affect an external firewall. In particular, take note of port 10000, which is a hardcoded port used to enable interoperability between Symposium applications and external third-party applications (applications developed using the RTD API). Any third-party application installed on the Contact Center Manager Server must not use any of the ports listed in the following table as it can cause the Contact Center Manager Server application to malfunction. The following table shows the ports that Contact Center Manager Server uses: Contact Center Manager Server Port number Functionality
38
3500
Communication Server 2x00/DMS
1550
HDX CAPI
TCP 4422
HDX NameService
12668–12670
TraceControl
10001–10082
Networking
10000
Hardcoded Toolkit Name Service
3998
License Manager destination port This is the first of ten consecutive ports required for license management.
3999–4007
License Manager client source port
3389
Remote Desktop Connection for support purposes.
5060
MCS5100 or SIP Proxy
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Server requirements
Optional servers This section contains information about optional server.
Network Control Center server When Contact Center Manager Server sites are connected together in a Wide Area Network (WAN), they require a central, non-call-processing computer to control the network. This computer is known as the Network Control Center (NCC) server. All servers in Contact Center Manager Server are connected to the NCC server, which may be in the same physical location as one of the servers in the network. This document explains how to configure a server machine running Windows Server 2003 (Enterprise or Standard) for Contact Center Manager Server. Note: If you are configuring an NCC server, you can use the same procedures in this guide to install and configure Windows Server 2003 on the NCC server. However, the NCC server does not have an Embedded LAN (ELAN) card installed. Ignore all references to ELAN installation and configuration in the installation procedure.
Standby Server The Nortel Standby Server feature supports a “warm standby” configuration that allows a backup server (Standby Server) to run your call center if the primary server (Active Server) fails. You configure the Standby Server for Contact Center Manager Server in exactly the same way as the Active Server for your Contact Center Manager Server, with identical scripts, agents, and so on. However, you do not connect the Standby Server to the switch. For more information, refer to the Contact Center Manager Server Installation and Maintenance Guide for the Standby Server.
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Server requirements
Standard 7.03
Server Utility Use the Server Utility to create and monitor the server activity, and perform other tasks not found in the Contact Center Manager Administration application. The Server Utility consists of the following components:
User Administration
System Administration
PC Event Browser
Provider
Service Monitor
For more information about Server Utility, refer to the Server Utility Help. You can also install a standalone Server Utility on the following operating systems:
40
Windows 2000 Server or Windows Server 2003
Windows 2000 Professional
Windows XP
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Server requirements
Contact Center Manager Server security This section provides an overview of security on the Contact Center Manager Server.
Server security Perform the following tasks to make sure your Contact Center Manager Server is secure:
Apply Microsoft security on a timely basis.
Limit administrative access to the database containing the CTI data store to specific administrative Windows user accounts.
Ensure all services providing a network interface (such as the CTI service provider) are running using either the Windows Network Service account or another privileged account. The Windows Network Service account is a built-in account with a security context that provides the least privileges required to run a typical network service.
Disable all non-essential network services.
Network security Network security is handled differently depending on the interface in question, as described in the following table: Interface
Network Security Mechanism
CTI API
The secure TCP transport layer described in the .NET Framework section provides network security for the CTI API interface.
AML (M1)
No specific network security mechanism is used. As it is a proprietary protocol, its exposure is limited as it runs over the ELAN subnet.
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Server requirements
Standard 7.03
Interface
Network Security Mechanism
Symposium Link (M1)
No specific network security mechanism is used. As it is a proprietary protocol, its exposure is limited as it runs over the ELAN subnet.
Overhead, Provided by PC Anywhere over a virtual private network Administration, and (VPN). Maintenance
42
Contact Center Manager Server
Chapter 3
Installing and configuring the operating system In this chapter Overview
44
Installing Windows Server 2003
45
Configuring Windows Server 2003 (if it is already installed)
58
Configuring Data Execution Prevention
68
Technical Requirements and Operating System Configuration Guide
43
Installing and configuring the operating system
Standard 7.03
Overview The operating system must reside on drive C:\ of your server with a minimum size of 12 GB. The recommended size is 16 GB. Follow the checklists in this section to perform on of the following tasks:
If you are installing a new copy of the operating system, refer to section “Performing a new installation of Windows Server 2003” on page 46.
If you are configuring an existing installation, refer to “Configuring Windows Server 2003 (if it is already installed)” on page 58.
Services required for Contact Center Manager Server Contact Center Manager Server runs on the Windows Components installed by default in Windows Server 2003 as a stand-alone server, with the following exceptions:
The Simple Network Management Protocol (SNMP) service must be installed on your server. This allows you to use an SNMP management system for remote monitoring. This service is not installed by default, so you must select it while installing or configuring the operating system.
The Internet Information Service (IIS) must not be installed. If it is installed, it will degrade the server’s performance. If service is installed, you must remove it while installing or configuring the operating system.
Do not install any additional services on your server that are not installed by default or listed above.
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Installing and configuring the operating system
Installing Windows Server 2003 Install the latest Windows Server 2003 service pack that has been validated with Contact Center Manager Server. You can obtain this information from the Symposium Service Packs and Security Hotfixes Compatibility List (Available on the Partner Information Center web site).
Before you begin 1.
Complete the Pre-Installation tab of the Installer’s Roadmap (available on www.norte.com/pic).
2.
Verify all of the IP addresses and host names.
3.
Verify that the IP addresses and host names are unique within the network.
4.
If your server uses RAID, make sure that the RAID configuration is set up according to the manufacturer’s instructions.
5.
Obtain a CD-ROM containing Windows Server 2003. You may also require boot disks.
ATTENTION!
6.
Other versions of the Windows Server operating system software are not supported.
Start the installation of Windows Server 2003 according to the instructions supplied with the operating system. Follow the on-screen instructions to create a partition for Windows Server 2003. It must reside on the C drive of your server on an NTFS partition with a minimum size of 12 GB. The recommended size is 16 GB.
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Installing and configuring the operating system
7.
Standard 7.03
Setup Wizard copies the Windows Server 2003 files to the installation folders on the new partition. When the copy process is complete, the system restarts. The Windows Server 2003 Setup wizard appears. CAUTION Risk of installation failure
.
If your server has Windows NT or Windows 2000 installed, do not upgrade from Windows NT or Windows 2000 to Windows Server 2003. Instead, remove the drive partitions and reformat the hard drives on the server. Then perform a new installation of Windows Server 2003 Enterprise or Standard Edition on the server. This eliminates the possibility of carrying over incorrect settings from the previous installation.
Performing a new installation of Windows Server 2003 Use the following checklist to perform a new installation of Windows Server 2003. Install Windows Server 2003 Step
✔
Details
1
Set up your If your server uses RAID, ensure the RAID configuration is set RAID up according to the manufacturer’s instructions. configuration.
2
Obtain the Windows Server 2003 CD-ROM.
46
Use either Windows Server 2003 (Standard Edition) or (Enterprise Edition). Note: Do not use Windows Server 2003 Datacenter or Web editions.
Contact Center Manager Server
July 2007
Installing and configuring the operating system
Install Windows Server 2003 Step
Details
3
Start installing Windows Server 2003 according to the instructions supplied with the operating system. Follow the onscreen instructions to create a partition for the operating system. This partition must reside on drive C:\ of your server on an NTFS partition.
Start the Windows Server 2003 installation.
✔
Setup copies the operating system files to the installation folders on the new partition. When the copy process is complete, the system restarts. The Windows Server 2003 Setup wizard appears. 4
Complete the Use the following guidelines in this table to complete the Windows Windows Server 2003 Setup wizard. Server 2003 Setup wizard.
Regional Settings window
Personalize Complete this window as required for your site. Your Software window
Licensing Nortel recommends that you use the Per server licensing mode Modes window and that you have a minimum of five concurrent connections.
Complete this window as required for your site.
This is the default.
Technical Requirements and Operating System Configuration Guide
47
Installing and configuring the operating system
Standard 7.03
Install Windows Server 2003 Step
Computer Name and Administrator Password window
✔
Details
Enter the computer name and administrator password. Note: Pay close attention to the naming rules for the computer name as described in the worksheet (no spaces, hyphens, or underscores are allowed). If you change the computer name of Contact Center Manager Server during the upgrade, you must reconfigure all of your other Contact Center components with the new computer name:
Contact Center Manager Administration
Contact Center Multimedia
Communication Control Toolkit
You must also ensure that the new computer name and DNS host name match, and that all third-party applications that require a computer name, use the new Contact Center Manager Server name.
48
Date and Time Complete this window as required for your site. Ensure the Settings correct time zone is set for the server. window For the check box Automatically adjust clock for daylight saving changes, perform one of the following tasks:
If you are using a CS 1000/Meridian 1 switch, ensure that Automatically adjust clock for daylight saving changes is cleared.
If you are using a CS2x00/DMS switch, ensure that Automatically adjust clock for daylight saving changes is checked for regions using daylight saving time.
If you have purchased the Network Skill-Based Routing feature and are setting the time zone for the Network Control Center server, ensure that Automatically adjust clock for daylight saving changes is checked.
Contact Center Manager Server
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Installing and configuring the operating system
Install Windows Server 2003 Step
Details
Modem Dialing Information window
Complete this window as required for your site.
Networking Settings window
After the system has installed the networking components and the status bar has finished scrolling, select Custom settings.
✔
Note: This window appears if you have a modem attached to the server. If this window does not appear, proceed to the next window.
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Installing and configuring the operating system
Standard 7.03
Install Windows Server 2003 Step
Networking Components window
✔
Details
Use this window to select networking components and set up the TCP/IP parameters for the Nortel server subnet and ELAN network interface cards. Networking components selection
After detecting the first network card, the Windows Server 2003 Setup wizard displays a list of networking components for that card. For each network card, the following three components are selected by default. Do not deactivate any of the following default networking components:
Client for Microsoft Networks
File and Printer Sharing for Microsoft Networks
Internet Protocol (TCP/IP)
Configuring TCP/IP parameters for Nortel server subnet and ELAN cards
Complete the following steps for each card that the Setup wizard detects on your server. 1
Click Internet Protocol (TCP/IP), and then click Properties.
2
In the General tab, enter the IP information required for the card (for example, IP address, subnet mask, and default gateway). Consult with the network administrator for the site. Note: To complete the installation successfully, you must enter an IP address for each network interface card. If you do not yet have the correct IP addresses for the cards, then type “dummy” IP addresses now. Remember to reconfigure the cards with the correct addresses later.
3
50
From the General tab, click Advanced. Use the DNS and WINS tabs to type information about DNS and WINS servers. Consult with the network administrator for the site.
Contact Center Manager Server
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Installing and configuring the operating system
Install Windows Server 2003 Step
Workgroup or Computer Domain window
Details
✔
Adding computer to a workgroup 1 Select No, this computer is not on a network, or is on a network without a domain. 2
In the Workgroup or computer domain box, type the workgroup name.
You can add the server to a domain, after you install Contact Center Manager Server. 5
Log on to After the Windows Server 2003 Setup wizard installation of the Windows operating system is complete, you must configure the operating Server 2003. system before installing Contact Center Manager Server.
Remove the CD-ROM. When you log onto Windows Server 2003 for the first time, the Windows Server 2003 Manage Your Server wizard appears. This wizard is not necessary for Contact Center Manager Server functionality. TIP:
Check Don’t display this screen on startup.
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Installing and configuring the operating system
Standard 7.03
Install Windows Server 2003 ✔
Step
Details
6
Use Add or Remove Programs to configure your Windows Server 2003 operating system.
52
Add or Remove Programs.
Using Add or Remove Programs 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Add or Remove Programs.
3
Click Add or Remove Windows Components to view a list of the installed components.
4
IIS is an Subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to uncheck IIS on the components list.
5
Select Management and Monitoring Tools, and then click Details.
6
Ensure the check box beside SNMP is checked. If it is checked, then SNMP is installed.
7
Click OK to return to the Add or Remove Windows Components property page.
Contact Center Manager Server
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Installing and configuring the operating system
Install Windows Server 2003 Step
Details
7
Verify that the virtual memory on the server is RAM size times 1.5. Set both the initial and maximum size to this value. If the virtual memory is smaller, increase it to RAM size times 1.5. Nortel recommends that the paging file be located on drive C.
Check the virtual memory settings.
✔
Verifying the virtual memory on the server 1
From the Start menu, choose All Programs > Control Panel.
2
Click System.
3
On the General tab, take note of the RAM size.
4
Click the Advanced tab, and then click Performance Settings.
5
Click the Advanced tab again.
6
Click Change to view and make changes to the virtual memory settings.
7
Restart the server if prompted.
Note: For a system with 512 MB of RAM, the default minimum paging file size is 768 MB and the default maximum paging file size is 1 GB. To optimize performance, Microsoft recommends that the minimum paging file size equal the maximum paging file size. Nortel recommends that both the minimum and maximum paging file sizes be set to 1.5 * RAM. If any of the following conditions apply, the system’s complete memory dump is not generated when the system stops unexpectedly:
Multiple paging files are distributed over separate disks
The paging file is not located on drive C
Physical RAM size is larger than 2 GB
Due to the limitations presented by large paging files, Nortel recommends the following:
Set the minimum and maximum paging file sizes to 1.5 x RAM, up to a maximum paging file size of 4 GB
Add the paging file to the drive C partition only. Do not create paging files on database partitions or other partitions
Technical Requirements and Operating System Configuration Guide
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Installing and configuring the operating system
Standard 7.03
Install Windows Server 2003 ✔
Step
Details
8
You only require one network interface card. However, if you have more than one network interface card, you must configure the bindings order of the network interface cards so that the Nortel server subnet card is first, then the ELAN card, then the virtual adapters for remote access.
9
Check the binding order for the Nortel server subnet and ELAN cards.
Configuring the bindings order of the network interface cards 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Network Connections.
3
Click either the Nortel server subnet or ELAN connection, and then from the Advanced menu, click Advanced Settings.
4
In the Connections box, ensure the Nortel server subnet connection is listed first. If it is not first, adjust the order.
Check the Use the Windows Device Manager to check that the required serial port serial ports exist. You require COM1 to provide remote support, configuration. unless you are using the USB port or VPN for remote access.
Also, you require COM2 for Symposium Voice Services on Meridian Mail. Checking the required serial ports 1
From the Start menu, choose Settings > Control Panel.
2
Click System, and then click the Hardware tab.
3
Click Device Manager, and then double-click Ports (COM & LPT) to view the communications ports.
4
For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4.
If a required port does not exist:
54
1
Ensure that the port is installed.
2
Go to the BIOS and correct the address of the missing port.
Contact Center Manager Server
July 2007
Installing and configuring the operating system
Install Windows Server 2003 Step
Details
10 Format all disk drives.
Ensure that the disk drives on the server are formatted according to the requirements for Contact Center Manager Server Release 6.0.
✔
Note:
If the Welcome to the Write Signature and Upgrade Disk wizard appears, click Cancel. This wizard is only for configuring dynamic disk partitioning. Release 6.0 supports Windows basic disk partitioning and dynamic disk volumes. When partitioning your drives, do not use the Windows option to upgrade to dynamic disks.
If you are performing an upgrade, ensure you fully understand the partition requirements on your new server. Refer to the section on disk partitioning requirements in your upgrade procedure. Note that file and folder compression are also not supported.
Ensuring the disk drives are formatted correctly 1
From the Start menu, choose All Programs > Administrative Tools > Computer Management.
2
Under Storage, click Disk Management to view and change disk partitioning.
3
The operating system resides on the C partition. This must be the only Primary partition. You must configure all other partitions (D, F, G, and so on) as Logical drives within Extended partitions on basic disks. The following steps offer some guidelines on creating extended partitions and logical drives:
Technical Requirements and Operating System Configuration Guide
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Installing and configuring the operating system
Standard 7.03
Install Windows Server 2003 Step
✔
Details a. Right-click each disk that you want to configure. b. On the resulting menu, click Create Partition. c. Follow the prompts in the Create Partition Wizard to create an extended partition for each disk. d. When you have created the extended partitions, you must create the logical drives by specifying their size and drive letters. Right-click each disk. e. On the pop-up menu, click Create Logical Drive. f. Follow the prompts in the Create Partition Wizard to create logical drives for each disk. Note: When you right-click a disk, if you see Write Signature in the pop-up menu, then you must choose this option to write a disk signature before you proceed with creating partitions and logical drives.
11 Install any If your server requires any additional drivers for your hardware additional configuration, install them. drivers required for your hardware configuration. 12 Test the network connection.
Use the ping command to test both the Nortel server subnet and ELAN subnet network connections.
13 Install the Windows Server 2003 service pack.
Install the latest Windows Server 2003 service pack that is validated with Contact Center Manager Server. You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List. Available on the Partner Information Center Web site (www.nortel.com/pic).
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Contact Center Manager Server
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Installing and configuring the operating system
Install Windows Server 2003 Step
Details
14 Install the Internet Group Management Protocol patch from Microsoft.
After you install Windows Server 2003, depending on your version of the software, you must download and install the Internet Group Management Protocol (IGMP) patch from Microsoft to receive multicast data properly.
✔
To download and install the patch, and to find out which versions of the Windows Server 2003 software require it, you must contact Microsoft Product Support Services, as described in the Knowledge Base article listed on the Microsoft Web site (www.microsoft.com). Note: If your version of Windows Server 2003 requires this patch, but you do not install it, your server will not reliably receive multicast data from the server in Contact Center Manager Server.
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Installing and configuring the operating system
Standard 7.03
Configuring Windows Server 2003 (if it is already installed) Follow this checklist to configure your previously installed version of Windows Server 2003. Configuring Windows Server 2003 (already installed) ✔
Step
Details
1
Change the Administrator password.
To ensure server security, change the default Administrator password for Windows as soon as possible.
2
Check the licensing mode.
Nortel recommends that you use the Per server licensing mode, and that you have a minimum of five concurrent connections. This is the default setting.
58
1
From the Start menu, choose Settings > Control Panel.
2
Double-click Licensing to view and change the licensing mode.
Contact Center Manager Server
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Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step
Details
3
Verify that the virtual memory on the server is RAM size times 1.5. Set both the initial and maximum size to this value. If the virtual memory is smaller, increase it to RAM size times 1.5. Nortel recommends that the paging file be located on drive C.
Check the virtual memory settings.
✔
Verifying the virtual memory on the server 1
From the Start menu, choose All Programs > Control Panel.
2
Click System.
3
On the General tab, take note of the RAM size.
4
Click the Advanced tab, and then click Performance Settings.
5
Click the Advanced tab again.
6
Click Change to view and make changes to the virtual memory settings.
7
Restart the server if prompted.
If any of the following conditions apply, the system’s complete memory dump is not generated when the system stops unexpectedly:
Multiple paging files are distributed over separate disks
The paging file is not located on drive C
Physical RAM size is larger than 2 GB
Due to the limitations presented by large paging files, Nortel recommends the following:
Set the minimum and maximum paging file sizes to 1.5 x RAM, up to a maximum paging file size of 4 GB.
Add the paging file to the drive C partition only. Do not create paging files on database partitions or other partitions.
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Installing and configuring the operating system
Standard 7.03
Configuring Windows Server 2003 (already installed) Step 4
✔
Details
Date and Complete this window as required for your site. Ensure the Time Settings. correct time zone is set for the server. For the check box Automatically adjust clock for daylight saving changes, perform one of the following tasks:
5
Check the computer name.
If you are using a CS 1000/Meridian 1 switch, ensure that Automatically adjust clock for daylight saving changes is cleared.
If you are using a CS2x00/DMS switch, ensure that Automatically adjust clock for daylight saving changes is checked for regions using daylight saving time.
If you have purchased the Network Skill-Based Routing feature and are setting the time zone for the Network Control Center server, ensure that Automatically adjust clock for daylight saving changes is checked.
Ensure that the computer name for your server is entered correctly, as recorded in the Installer Roadmap (www.nortel.com/pic). Tip: 1
From the Start menu, choose Settings > Control Panel.
2
Double-click System, and then click the Network Identification tab.
3
To make changes, click Properties.
Note: Make sure that the Windows computer name and TCP/IP DNS host name are identical, including uppercase and lowercase letters. 6
60
Check the workgroup name.
Ensure that the workgroup name for your server is entered correctly as recorded in the Installer Roadmap. Note: If you are adding your computer to an existing domain, add the server to your domain only after you have installed the Contact Center Manager Server application. For details, please refer to The Contact Center Manager Server Installation and Maintenance Guide. Contact Center Manager Server
July 2007
Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step
Details
7
You must configure the bindings order of the network interface cards so that the Nortel server subnet card comes first, then the ELAN subnet card, then the virtual adapters for remote access.
Check the bindings order for the Nortel server subnet and ELAN subnet cards
✔
Configuring the bindings order of the network interface cards 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Network Connections.
3
Click either the Nortel server subnet or ELAN connection, and then from the Advanced menu, click Advanced Settings.
4
In the Connections box, ensure the Nortel server subnet connection is listed first. If it is not first, adjust the order.
If the server uses a single network interface card (NIC), ensure that only one NIC is enabled. If the server uses dual NIC configuration, ensure that there are only two NICs enabled. All of the other NICs must be disabled and do not have IP addresses assigned to them.
Technical Requirements and Operating System Configuration Guide
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Installing and configuring the operating system
Standard 7.03
Configuring Windows Server 2003 (already installed) Step
Networking Components window
✔
Details
Use this window to select networking components and set up the TCP/IP parameters for the Nortel server subnet and ELAN subnet network interface cards. Note: If you are installing Windows Server 2003 Release 2, do not install or configure the optional components provided on CD 2 of the Windows Server 2003 Release 2 installation CDs. Networking components selection
After detecting the first network card, the Windows Server 2003 Setup wizard displays a list of networking components for that card. For each network card, the following three components are selected by default. Do not deselect any of these default networking components:
62
Client for Microsoft Networks
File and Printer Sharing for Microsoft Networks
Internet Protocol (TCP/IP)
Contact Center Manager Server
July 2007
Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step
Networking Components window (continued)
Details
✔
TCP/IP parameters for Nortel server subnet and ELAN subnet cards (optional)
Complete the following steps for each card that the Setup wizard detects on your server: 1
Click Internet Protocol (TCP/IP), and then click Properties.
2
In the General tab, enter the IP information required for the card (for example, IP address, subnet mask, and default gateway). Consult with the network administrator for the site.
Note: To complete the installation successfully, you must enter an IP address for each network interface card. If you do not yet have the correct IP addresses for the cards, then type “dummy” IP addresses now. Remember to reconfigure the cards with the correct addresses later. 1
8
Log on to Windows Server 2003.
From the General tab, click Advanced. Use the DNS and WINS tabs to type information about DNS and WINS servers. Consult with the network administrator for the site.
After the Windows Server 2003 Setup wizard completes the installation of the operating system, you must configure the operating system before installing Contact Center Manager Server. Remove the DVD-ROM. When logging on to Windows Server 2003 for the first time, the Windows 2003 Manage Your Server wizard appears. This wizard is not necessary for Contact Center Manager Server functionality. TIP:
Check the Don’t display this page at logon checkbox.
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Installing and configuring the operating system
Standard 7.03
Configuring Windows Server 2003 (already installed) ✔
Step
Details
9
Use Add or Remove Programs to configure your Windows Server 2003 operating system.
Add or Remove Programs.
Using Add or Remove Programs 1
From the Start menu, choose Settings > Control Panel.
2
Double-click Add or Remove Programs.
3
Click Add or Remove Windows Components to view a list of the installed components.
4
IIS is an Subcomponent of Application Server and is checked by default. Click Application Server, and then click Details to clear IIS on the components list.
5
Select Management and Monitoring Tools, and then click Details.
6
Ensure the check box beside SNMP is checked. If it is checked, then SNMP is installed.
7
Click OK to return to the Add or Remove Windows Components property page.
10 Check the Use the Windows Device Manager to check that the required serial port serial ports exist. You require COM1 to provide remote support, configuration. unless you are using the USB port or VPN for remote access.
Also, you require COM2 for Symposium Voice Services on Meridian Mail. Checking the required serial ports 1
From the Start menu, choose Settings > Control Panel.
2
Click System, and then click the Hardware tab.
3
Click Device Manager, and then double-click Ports (COM & LPT) to view the communications ports.
4
For COM1, set the base I/O Port Address to 3F8 and the IRQ to 4.
If a required port does not exist:
64
1
Ensure that the port is installed.
2
Go to the BIOS and correct the address of the missing port.
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Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step
Details
✔
11 Format all disk Ensure that the disk drives on the server are formatted according drives. to the requirements for Contact Center Manager Server Release
6.0. Note:
If the Welcome to the Write Signature and Upgrade Disk wizard appears, click Cancel. This wizard is only for configuring dynamic disk partitioning. Release 6.0 supports Windows basic disk partitioning and dynamic disk volumes. When partitioning your drives, do not use the Windows option to upgrade to dynamic disks.
If you are performing an upgrade, ensure you fully understand the partition requirements on your new server. Refer to the section on disk partitioning requirements in your upgrade procedure. Note that file and folder compression are also not supported.
Ensuring the disk drives are formatted correctly 1
From the Start menu, choose All Programs > Administrative Tools > Computer Management.
2
Under Storage, click Disk Management to view and change disk partitioning.
3
The operating system resides on the C partition. This must be the only Primary partition. You must configure all other partitions (D, F, G, and so on) as Logical drives within Extended partitions on basic disks. The following steps offer some guidelines on creating extended partitions and logical drives:
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Installing and configuring the operating system
Standard 7.03
Configuring Windows Server 2003 (already installed) Step Format all disk drives (continued).
✔
Details a. Right-click each disk that you want to configure. b. On the resulting menu, click Create Partition. c. Follow the prompts in the Create Partition Wizard to create an extended partition for each disk. d. When you have created the extended partitions, you must create the logical drives by specifying their size and drive letters. Right-click each disk. e. On the pop-up menu, click Create Logical Drive. f. Follow the prompts in the Create Partition Wizard to create logical drives for each disk.
Note: When you right-click a disk, if you see Write Signature in the pop-up menu, then you must choose this option to write a disk signature before you proceed with creating partitions and logical drives. 12 Install any If your server requires any additional drivers for your hardware additional configuration, install them. drivers required for your hardware configuration. 13 Test the network connection.
Use the ping command to test both the Nortel server subnet and ELAN subnet network connections.
14 Install the Windows Server 2003 service pack and any Nortelapproved hotfixes.
Install the latest Windows Server 2003 service pack that is validated with Contact Center Manager Server. You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List. Available on the Partner Information Center Web site (www.nortel.com/pic).
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Installing and configuring the operating system
Configuring Windows Server 2003 (already installed) Step
Details
15 Update the emergency repair disk.
Nortel recommends that you restart the computer and update the emergency repair disk to record the latest configuration data for the server. Do this every time you change the server configuration (for example, if you change the computer name or IP address).
✔
TIP 1
From the Start menu, choose All Programs > Accessories > System Tools > Backup.
2
Follow the on-screen instructions to select what you want to back up.
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Installing and configuring the operating system
Standard 7.03
Configuring Data Execution Prevention Windows Server 2003 with the latest supported service pack contains security enhancements that impact Contact Center Manager Administration. Data Execution Prevention (DEP) is a set of hardware and software technologies that perform additional checks on memory to protect against malicious code exploitation. In the latest supported service pack for Windows Server 2003, DEP is enforced by both hardware and software. In order for Contact Center Manager Administration to function correctly, you must change the default DEP settings to be turned on for essential Windows programs and services only.
Configuring Data Execution Prevention (DEP) on Contact Center Manager Administration Note: Nortel recommends that you perform this procedure before you install Contact Center Manager Administration.
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1
Log on to Windows as Administrator.
2
Click Start > Control Panel > System.
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Installing and configuring the operating system
Result: The System Properties window opens.
3
Click the Advanced tab.
4
In the Performance section of the window, click Settings.
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Installing and configuring the operating system
Standard 7.03
Result: The Performance Options window opens. 5
In the Performance Options window, click the Data Execution Prevention tab. Result: The Data Execution Prevention tab opens.
6
On the Data Execution Prevention tab, select Turn on DEP for essential Windows programs and services only.
7
Click OK. Result: A warning window appears notifying you that you must restart the computer for changes to take effect.
8
Click OK. Result: The System Properties window reappears.
70
9
Click OK to exit the System Properties window.
10
Restart the server to activate the change to the Data Execution Prevention settings.
Contact Center Manager Server
Chapter 4
Server hardware installation In this chapter Overview
72
Connect the Nortel server subnet
73
Connect the ELAN subnet (optional)
75
Connect Meridian Mail with a serial port (if required)
76
Connect the modem
77
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Server hardware installation
Standard 7.03
Overview This section describes how to connect external and peripheral hardware components to the server. Before you can connect these components, you must install the server hardware according to the manufacturer’s instructions and recommendations. Note: When you use a single network interface card (NIC) configuration with Contact Center Manager Server, or when you move from a dual NIC to a single NIC, you must add a new route in LD 117 for the router between the switch subnet and the managed server subnet in the switch. You must also enable this route in LD 117. For more information refer to the Contact Center Meridian 1, Communication Server 1000, and Voice Processing Guide. The following external connections are required for Contact Center Manager Server:
a network connection to the Communication Server 1000/Meridian 1 PBX or Communication Server 2x00/DMS switch
a network connection to the Contact Center Manager Server Release 6.0 client
a serial connection with Meridian Mail (if you are using Symposium Voice Services on Meridian Mail, or if you are using Meridian Mail as your IVR system)
a serial connection to a modem for remote support. (You can also use a USB modem connected to a USB port)
This section provides information about
72
connecting the ELAN subnet
connecting the Nortel server subnet
installing the software feature key adapter
connecting Meridian Mail with a serial port (if you are using Meridian Mail)
connecting the modem
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Server hardware installation
Connect the Nortel server subnet A network card for the Nortel server subnet connects Nortel systems to the customer’s internal Ethernet LAN. Note: You only require one network interface card for Contact Center Manager Server; however, if you are planing to use two network interface cards in your configuration, you must configure the bindings order of the network interface cards so that the Nortel server subnet network interface card comes first, then the ELAN network interface card, and then the virtual adapters for remote access.
Two network cards If you use two NIC cards in your Contact Center Manager Server, you must disable NetBIOS on one or both of the NIC cards. Nortel recommends that you disable NetBIOS on the non- Nortel server subnet card. Disabling NetBIOS 1
From the Start menu, choose Control Panel > Network Connections, and then select the appropriate network connection.
2
Click Properties.
3
Select Internet Protocol (TCP/IP), and then click Properties.
4
Click Advanced.
5
Click the WINS tab.
6
Select the Disable NetBIOS over TCP/IP check box.
7
Click OK.
Connecting the Nortel server subnet 1
Locate the slot assigned to the Nortel server subnet network interface card for the server. Make a note of the slot.
2
Write the MAC address of the card on a small label. Attach the label to the back of the card or the chassis slot position.
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Server hardware installation
3
74
Standard 7.03
Connect the cable from the Nortel server subnet to the Nortel server subnet network interface card in the server in accordance with customer site networking guidelines.
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Server hardware installation
Connect the ELAN subnet (optional) You must configure the ELAN subnet if you are using two network interface cards. You are not required to configure an ELAN subnet for Contact Center Manager Server.
Connecting the ELAN subnet 1
Locate the slot assigned to the ELAN network interface card for the server. Make a note of the slot.
2
Write the MAC address of the card on a small label. Attach the label to the back of the card or the chassis slot position.
3
Connect the ELAN subnet from the Nortel equipment to the Ethernet hub.
4
Connect the LAN cable from the ELAN network interface card in the server to the hub.
5
Plug in the power cord for the hub.
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Server hardware installation
Standard 7.03
Connect Meridian Mail with a serial port (if required) The following external connections are required for Contact Center Manager Server:
a serial connection with Meridian Mail (if you are using Symposium Voice Services on Meridian Mail, or if you are using Meridian Mail as your IVR system)
This section provides information about connecting Meridian Mail with a serial port (if you are using Meridian Mail). If you are using Access Link for Meridian Mail, to provide voice processing or IVR services, you must connect the server to Meridian Mail.
Connecting to Meridian Mail with a serial port (COM2) 1
Ensure that COM2 is set to 9600 bps. a. From Control Panel, choose System. b. Click the Hardware tab, and then click Device Manager. c. Choose Ports (COM & LPT). d. Right-click Communications Port (COM2), and then choose Properties. e. Select the Port Settings tab.
2
Ensure there are no resource conflicts.
3
Plug the null modem adapter and RS-232 serial cable from the Meridian Mail COM port into the COM2 port on the server. Note: The connection to Meridian Mail is complete.
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Connect the modem An external modem connected to a serial port on the server provides connectivity for technical support personnel. Use this procedure to connect the modem. The modem must have a minimum capability of 56 kbits/sec and be compatible with the US Robotics Sportster 56 modem.
Connect the modem (USB) An external modem connected to an USB port on the server provides connectivity for technical support personnel. Use this procedure to connect the USB modem. Read the installation instructions supplied by the modem manufacturer. Installing the modem (USB) 1
Ensure that the AC cord of the modem is not plugged in.
2
Connect the large 25-pin male connector to the back of the modem.Tighten the connector screws.
3
Connect the 9-pin female connector to COM1 at the rear of the server. Tighten the connector screws.
4
Check that the modem switches are set as follows: Note: The following table shows switch settings for the US Robotics Sportster 33.6 modem. Use these settings as a guide to the features required if you are installing a different type of modem.
Switch Up Down position (OFF) (ON) Feature/Function 1
OFF
Normal DTR operation (The computer must provide a DTR signal for the modem to accept commands. Dropping DTR terminates a call.) Modem ignores DTR (override)
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Server hardware installation
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Switch Up Down position (OFF) (ON) Feature/Function 2
Verbal (word) results
OFF
Numeric results 3
Suppresses results codes
ON 4
Echoes keyboard commands
ON 5
Suppresses echo of keyboard commands Modem answers on first ring, or higher if specified in NVRAM
ON 6
Enables results codes
Disables auto answer Modem sends Carrier Detect when it connects with another modem; drops Carrier Detect on disconnect
OFF
Carrier Detect is always on (override) 7
Loads Y or Y1 configuration from user-defined nonvolatile memory (NVRAM)
OFF
Loads and F0-Generic template from read-only memory (ROM) 8
Disables command recognition (dumb mode)
ON
78
Enables command recognition (smart mode)
5
Connect one end of the telephone cable to the modem RJ-11 jack labeled LINE.
6
Connect the other end of the telephone cable to the RJ-11 jack in the wall.
7
Connect the power cord to the modem, and plug the other end into a wall receptacle or power bar.
8
Turn on the modem.
Contact Center Manager Server
Chapter 5
Optional system components In this chapter Redundant array of independent disks
80
Third-party software on the server
81
Technical Requirements and Operating System Configuration Guide
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Optional system components
Standard 7.03
Redundant array of independent disks The following components are essential to perform diagnostics, installation, and maintenance procedures:
Windows Server 2003 (Enterprise or Standard) CD-ROM
manufacturer’s RAID controller driver disk, if a RAID controller is used
manufacturer’s diagnostics software
(optional) blank backup tape for execution of tape diagnostics
manufacturer’s documentation for installing, maintaining, and troubleshooting the platform and peripherals
For maximum security and mission-critical systems, Nortel recommends that the server contain a RAID 1 (type 1) controller. The Redundant Array of Independent Disks (RAID) technology provides disk data redundancy as well as error detection and correction. With the RAID controller, you can configure your linked drives into a RAID subsystem. Microsoft Software-RAID is not supported. However, Nortel supports RAID in the manner that Stratus implements RAID. RAID 1, also known as disk mirroring, involves at least two drives duplicating the storage of data. There is no striping. Read performance is improved since either disk can be read at the same time. Write performance is the same as for single-disk storage. RAID 1 provides the best performance and the best fault-tolerance in a multi-user system, but at a higher cost. Note: RAID 5, on the other hand, involves a rotating parity array, addressing the write limitation in RAID 4. All read and write operations can be overlapped. RAID 5 stores parity information but not redundant data. However, parity information can be used to reconstruct data. RAID 5 requires a minimum of three and usually five disks for the array. It is best for multi-user systems in which performance is not critical or which involve few write operations. RAID implementation issues must be addressed by the RAID vendor. not used for booting.
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Optional system components
Third-party software on the server Due to the mission-critical, real-time processing performed by Contact Center Manager Server, you must not install any other application class software on the server. You can install certain utility class software on the server, providing it conforms to the guidelines listed in the following section.
Application class software generally requires a certain amount of system resources, and therefore, must not be installed on any server running Contact Center Manager Server. The installation of application class thirdparty applications may cause a real-time system, such as Contact Center Manager Server, to operate outside of the known engineering limits and, therefore, create potential unknown system problems (for example, CPU contentions, increased network traffic loading, disk access degradations, and so on).
Certain third-party utility class software applications, such as hardware diagnostics, generally require less system resources during the normal operation of Contact Center Manager Server, and therefore, are permitted. Exceptions are utilities such as screen savers, which may cause system problems and degrade performance. Antivirus software is classified as a utility and is subject to the following generic guidelines, as well as a specific series of recommendations detailed in “Additional guidelines for use of antivirus software” on page 83.
Note: Nortel does not support connection to Contact Center Manager Server through a Citrix environment. However, you can now access Contact Center Manager Administration and Agent Desktop Displays through Citrix MetaFrame XPb environment. The following third-party software is provided on the Nortel Contact Center DVD:
Symantec pcAnywhere 11.5 Crystal Enterprise 10 Embedded software Sybase Open Client version 12.5
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Optional system components
Standard 7.03
Guidelines for utility class software applications The following are generic guidelines for utility-class software:
The utility must not reduce the hard disk space available to Contact Center Manager Server and the Windows Server 2003 operating system below the minimum required.
The installation or uninstallation of the third-party software must not impact or conflict with the Contact Center Manager Server software (for example, it must not cause.DLL conflicts). If such conflicts occur, you may need to rebuild the server.
If the utility has its own database, it must not impact the Contact Center Manager Server Sybase database.
The utility must not interfere with Contact Center Manager Server services in any way. (For example, do not use third-party server management and monitoring utilities to shut down or restart Contact Center Manager Server services).
The utility must not administer the Contact Center Manager Server software.
The utility must not use ports that are reserved for Contact Center Manager Server.
During run time, the utility must not degrade the Contact Center Manager Server system beyond an average 50 percent CPU utilization.
Do not use disk compression utilities.
Do not use memory tweaking utilities (for example, WinRAM Turbo, Memory Zipper, and so on) to reclaim memory that is unused by Microsoft.
Before putting the server into production, implementation personnel must test to ensure these conditions and recommendations are met. Nortel support personnel may ask for the results of the testing during fault diagnosis. Note: If performance or functionality issues are raised to Nortel support personnel, as part of the fault diagnosis process, the customer/distributor may be asked to remove third-party software.
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Optional system components
Additional guidelines for use of third-party backup software Contact Center Manager Server does not provide a full backup facility. You can use third-party backup software to create a full backup of your server. If you do, additional guidelines apply. Note: Even if you create a full backup, you must continue to perform regular Contact Center Manager Server database backups. Due to the proprietary functions called during backup of the database, you must use the backup utility provided with Contact Center Manager Server to perform database backups.
Additional guidelines for use of antivirus software The risk of virus infection on the server in Contact Center Manager Server is minimal due to the limited access required for support of the server. Typically, only maintenance personnel have local access to the servers or remote access through pcAnywhere connections. However, Nortel acknowledges that some customers’ security policies may require the installation of antivirus software on the server in Contact Center Manager Server. Nortel has tested a representative sample of antivirus software packages (Norton Antivirus, McAfee NetShield, and Computer Associate eTrust) to determine the following generic guidelines for the use of antivirus software:
Install the antivirus software after installing Contact Center Manager Server. When the antivirus software is installed, it is the implementation personnel’s responsibility to perform testing with the antivirus software, in accordance with the guidelines for utility-class implementations outlined above. If, however, the antivirus software is already installed on the server computer as part of the customer’s corporate policy, ensure to disable the antivirus software when installing Contact Center Manager Server.
During patch installations, all antivirus functionality must be disabled (for example, firewalls, [passive] scanning, auto updates, and so on), and must not start up automatically until the entire Contact Center Manager Server installation procedure is complete. Reenable antivirus functionality afterwards, as required.
Virus scans must be set to run on the server during off-peak hours, and not to start on the hour.
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Optional system components
Standard 7.03
Note: Several maintenance tasks are automatically activated on Contact Center Manager Server at midnight, so an off-midnight time must be ensured. Similarly, active virus scans must be disabled when running diagnostic traces or logs on the server.
84
The antivirus software must not be configured to deal automatically with suspected infected files. In the event of infected files being located, do not attempt to replace or remove them. Contact your local Nortel support representative for assistance in determining if the files are part of the Contact Center Manager Server application or critical system files.
For Contact Center Manager Server, Nortel recommends that you exclude the following files and folders from scans (both real-time and scheduled): F:\Nortel\Database\
July 2007
Optional system components
You must not connect Contact Center Manager Server directly to the Internet to download virus definitions or updated files. Furthermore, Nortel recommends that you do not use the Contact Center Manager Server client to connect to the Internet. Instead, you must download virus definitions and updated files to another location on the customer network, and manually load them on the Contact Center Manager Server. This is the same recommended procedure for downloading PEPs. This method limits access to the Internet, and thus reduces the risk of downloading infected files.
Nortel recommends that you scan all PEP files, DVD-ROMs, CD-ROMs, and floppy disks prior to installation or uploading to the server. This practice minimizes any exposure to infected files from outside sources.
Nortel has not tested SNMP alerting on virus confirmation, and is unable to ascertain any potential impact on the Contact Center Manager Server. Nortel does not recommend, therefore, that you activate this feature.
Virus scan software can place an additional load on the Contact Center Manager Server. It is the implementation personnel’s responsibility to run the performance monitor tool on the server to gauge CPU utilization. If the antivirus software scan causes the Contact Center Manager Server average CPU utilization to exceed 50 percent for longer than 20 minutes, then the antivirus software must not be loaded onto the Contact Center Manager Server.
Notes:
Nortel does not provide support on the configuration of antivirus software, but it tries to offer guidance where possible. Questions or problems on antivirus software must be directed to the appropriate vendor.
The above recommendations are intended as guidelines only, and do not constitute a guarantee of compatibility. Nortel does not plan to perform ongoing compatibility testing, or testing on other antivirus packages.
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Optional system components
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Standard 7.03
Contact Center Manager Server
Chapter 6
Other configuration tasks In this chapter Ensure the computer name and DNS host name match
88
What is next?
92
Technical Requirements and Operating System Configuration Guide
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Other configuration tasks
Standard 7.03
Ensure the computer name and DNS host name match You must ensure your server’s computer name and DNS host name match exactly, including uppercase and lowercase letters. If these names do not match, you cannot install the Contact Center Manager Server database software. A mismatch in these names can occur, for example, if you perform a new installation of the operating system and enter the computer name in uppercase letters. Windows uses your entry to set both the computer name and the DNS host name. However, once the operating system installation is complete, you may find that Windows has set the DNS host name in uppercase letters as you entered it, but that the computer name is set in all lowercase letters. Use the following procedures to check the names, and if necessary, change them.
Ensuring the computer name and DNS host name match 1
Once you have installed the operating system, log on to the server as Administrator.
2
From the Start menu, choose Control Panel, and then click the System icon. Result: The System Properties window appears.
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Other configuration tasks
3
Click the Computer Name tab. Result: The Computer Name information appears.
4
Write down the Full computer name exactly as it appears, including case. Note: Ignore the period at the end of the Full computer name.
5
Click Change. Result: The Computer Name Changes window appears.
6
Click More. Result: The DNS Suffix and NetBIOS Computer Name window appears.
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Other configuration tasks
Standard 7.03
7
Compare the NetBIOS computer name on this window with the Full computer name that you wrote down to determine whether the names match exactly, including case.
8
Perform one of the following tasks: z
If the names match, close the windows you opened and continue with the configuration of the server.
z
If the names do not match, complete the following procedure.
Updating the computer name to match the DNS host name Note: This procedure is a continuation of the previous procedure. 1
Write down the NetBIOS computer name exactly as it appears.
2
In the DNS Suffix and NetBIOS Computer Name window, click Cancel. Result: The Computer Name Changes window appears.
3
In the Computer name box, type the NetBIOS computer name exactly as you wrote it down in step 1, and then click OK. Note: If the only difference between the two names is the case (uppercase or lowercase letters), you cannot click OK to register the change because Windows does not recognize changes to case. In this situation, perform the following workaround:
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Other configuration tasks
a. Type any character at the end of the Computer name to enable the OK button. b. Click OK. c. When the system prompts you to restart, click OK, but do not restart the server. Result: The System Properties window appears. d. Click Change. e. Delete the character at the end of the Computer name. f.
Click OK.
Result: The system prompts you to restart. 4
Click OK.
5
Click OK to close the System Properties window. Result: The system prompts you to restart the server.
6
Click Yes.
7
When the system has restarted, log on to the server as Administrator.
Domain support Do not add the server to the domain until you complete the Contact Center Manager Server installation. If your server is part of a domain, then remove the server, create a new user account with local admin privileges, and then log on with new user.
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What is next? You are now ready to install Contact Center Manager Server. For information about installing and upgrading Contact Center Manager Server, refer to the Nortel Contact Center Manager Server Installation and Maintenance Guide.
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Contact Center Manager Server
Index A antivirus software 81 guidelines 83 application-class software 81 architecture 12
B backups guidelines for third-party 83
C checking before installing software 35 CLAN connecting 73 setting TCP/IP parameters for 50 computer name 48 matching with DNS host name 88 configuring Windows Server 2003 58 connecting Meridian Mail 76 Contact Center Manager Server switches supported by 13 Contact Center Manager server network interface cards 14 coresident architecture 12 corporate licensing 12
D Date and Time Settings window 48 daylight savings time 48, 60 disk compression utilities on the Symposium Call Center Server 82 disk partitioning 31 DNS host name
matching with computer name 88
E ELAN connecting 75 setting TCP/IP parameters for 50, 62 ELAN subnet 29 experience required 16 extended partitions 31 external connections required for Symposium Call Center Server 76
G guidelines anti-virus software 83 third-party backup software 83 utility-class software 82 guidelines for installing utility-class software 82
H hardware diagnostics on the Symposium Call Center Server 81 High Availability platforms 25
I infected files 84 installing windows service packs 45
K knowledge required 16
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Index
L licensing corporate and nodal 12 Licensing Modes window 47 Local Area Network (LAN) 14
M management utilities on the Symposium Call Center Server 82 memory tweaking utilities on the Symposium Call Center Server 82 Meridian Mail connecting to a serial port 76 Modem Dialing Information window 49 monitoring utilities on the Symposium Call Center Server 82
N NCC setting time zone for 48, 60 Network interface cards (NIC) 14 Networking Components window 50, 62 Networking Settings window 49 nodal licensing 12 Nortel server subnet 24
P partitioning disks 31 Personalize Your Software window 47 port usage 36 preinstallation check 35 primary partitions 31
R Regional Settings window 47, 60 required experience 16 requirements anti-virus software 83 94
Standard 7.03
third-party backup software 83 utility-class software 82
S screen savers on the Symposium Call Center Server 81 security 41 server port usage 36 Server Utility introduction 40 service packs for Windows 2003 45 Session Initiation Protocol (SIP) network interface information 14 software third-party allowed on the server 81 standalone architecture 12 Stratus 25 switches supported by Contact Center Manager Server 13 Symposium Call Center Server external connections required for 76
T TCP/IP parameters setting for CLAN 50 setting for ELAN 50, 62 third-party software 81 guidelines for utility class 82 time zone, setting for NCC server 48, 60
U utility software, guidelines 82 utility-class software 81 guidelines 82
V virtual memory checking settings 53, 59 Contact Center Manager Server
July 2007
Index
virus scans 83
W Windows 2003 Server Datacenter 34 Windows 2003 Server Enterprise 34 Windows 2003 Server Web 34 Windows 2003 Standard 34 workgroup name adding 51 Workgroup or Computer Domain window 51
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Index
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Standard 7.03
Contact Center Manager Server
Reader Response Form Contact Center Manager Server Product release 6.0 Technical Requirements and Configuration Guide
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1.
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If you answered No to this question, please answer the following questions.
4.
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m r m o r o F F e s e n s o n p o s p e s e R R r e r d e a d RReea _______________________________________________________________________________
5.
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6.
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Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Galway, Ireland.
Nortel Contact Center Manager Server Technical Requirements and Operating System Configuration Guide Nortel Networks Mervue Business Park Galway, Ireland 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 and Contact Center Manager Server 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.
Publication number: Product release: Document release: Date:
297-2183-212 6.0 Standard 7.03 July 2007
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