Media Application Server Installation And Configuration Guide
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Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0 Standard version: CS 1000, SIP/Preliminary version: CS 2100
Product release 6.0
Standard 1.0
September 2006
Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0
Product release: Document release: Date:
6.0 Standard 1.0 September 2006
Copyright © 2006 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel 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 Media Application Server is proprietary to Nortel. 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 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 and third-party trademarks. *Nortel, the Nortel logo, the Globemark, CallPilot, DMS, IVR, Meridian, Meridian 1, Meridian Mail, Optivity, Succession, and Symposium are trademarks of Nortel. SPORTSTER and US ROBOTICS are trademarks of 3Com Corporation. CITRIX, METAFRAME, and METAFRAME XP are trademarks of Citrix Systems, Inc. TRUE DBGRID is a trademark of ComponentOne, L.L.C. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. HEWLETT PACKARD and HP are trademarks of Hewlett-Packard Company. CELERON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation. ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MS-DOS, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft Corporation. WINZIP is a trademark of Nico Mak Computing, Inc.
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Revision history September 2006
The Standard 1.0 version of the Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0 is released.
Installation and Configuration Guide for Contact Center 6.0
v
Revision history
vi
Standard 1.0
Media Application Server
Contents 1
Getting Started Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Media Application Server and SIP Contact Center 6.0 . . . . . . . . . . . . Network Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2
Installation Overview Server hardware specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Capacity specifications and port usage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . What you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3
10 12 14 16 17 18 20
23 24 25 26 28 30
Installing and configuring the Media Application Server 31 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1. Read relevant documentation before performing a new installation . Step 2. Install MAS Platform software on the server . . . . . . . . . . . . . . . . . . . Step 3. Install the MCS5100 MAS - Contact Center Software . . . . . . . . . . . Step 4. Enter the Contact Center Application license. . . . . . . . . . . . . . . . . . . Step 5. Configure Media Application Server options. . . . . . . . . . . . . . . . . . . Step 6. Configure MCS5100 MAS - Contact Center Software options . . . . . Step 7. Start the Media Application Server services . . . . . . . . . . . . . . . . . . .
4
9
Configuring MAS using CCMA Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1. Configure MAS selection algorithm. . . . . . . . . . . . . . . . . . . . . . . . . . Step 2. Add the Media Application Server to CCMS. . . . . . . . . . . . . . . . . . . Step 3. Configure Media Services and Routes . . . . . . . . . . . . . . . . . . . . . . . .
Installation and Configuration Guide for Contact Center 6.0
32 33 34 39 42 45 47 55
59 60 61 64 66
vii
5
Creating and storing media treatments
71
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1. Install client PC and DivX support. . . . . . . . . . . . . . . . . . . . . . . . . . . Step 2. Record media treatments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 3. Store treatments using the Contact Center Provisioning Tool . . . . . .
6
Maintaining the Media Application Server
85
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Determining the software versions on the MAS. . . . . . . . . . . . . . . . . . . . . . . Upgrading the Media Application Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . Uninstalling the Media Application Server . . . . . . . . . . . . . . . . . . . . . . . . . . Backing up the Media Application Server . . . . . . . . . . . . . . . . . . . . . . . . . . .
7
Managing Security
72 73 74 76
86 87 89 90 94
97
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Security issues specific to Media Application Services . . . . . . . . . . . . . . . . . 99 Supported file transfer protocols. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
8
Troubleshooting
105
Trace logging on the Media Application Server. . . . . . . . . . . . . . . . . . . . . . 106 Troubleshooting problems with media files . . . . . . . . . . . . . . . . . . . . . . . . . 110
Index
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113
viii
Chapter 1
Getting Started In this chapter Overview
10
About Media Application Server and SIP Contact Center 6.0
12
Network Components
14
How to use this guide
16
Skills you need
17
Related documents
18
How to get help
20
Installation and Configuration Guide for Contact Center 6.0
9
Getting Started
Standard 1.0
Overview Introduction This guide provides information and procedures to help you complete the following tasks:
10
installing the Media Application Server Platform on the Media Application Server
installing the MCS5100 Media Application Server - Contact Center Software on the Media Application Server
configuring the MCS5100 Media Application Server - Contact Center Software
configuring the Media Application Server on Contact Center Manager Administration
creating and storing media treatments
Media Application Server
September 2006
Getting Started
Who should read this guide This guide is intended for:
Nortel installers and distributors who are responsible for installing and configuring Media Application Server
administrators who are responsible for monitoring and maintaining the Media Application Server.
Access rights This guide assumes that you have the administrator privileges and access rights required to perform the procedures in this guide.
Licensing requirements To complete the procedures in this guide, you require a valid license key for the MCS5100 Media Application Server - Contact Center Software.
Installation and Configuration Guide for Contact Center 6.0
11
Getting Started
Standard 1.0
About Media Application Server and SIP Contact Center 6.0 Session Initiated Protocol (SIP) is the latest development in contact center technology. The Nortel SIP Contact Center technology enables converged voice and multimedia services such as voice-enriched eCommerce, Web page click-todial, and instant messaging with buddy lists, personalized music, and customized video clips. The Media Application Server is a mandatory component of the Nortel SIP Contact Center data network. For SIP Contact Center, the Media Application Server acts as the termination and origination point for real-time transport protocol (RTP) streams between the customer, media treatments and agents. To use the Media Application Server in a SIP Contact Center, you must install the MCS5100 Media Application Server - Contact Center Software on the Media Application Server. This application provides the following services to the contact center contacts: Conversation Space Service All contact center calls are conferences anchored on this service. Treatments Service This service provides the tones that Contact Center Manager Server invokes throughout the lifetime of the call (for example, ringback and busy). Announcement Service for recorded announcements (RAN) The announcement service can also be internationalized on the Media Application Server using a locale header. Announcement Service for Music This service is used for audio files. Interactive Voice Response (IVR) Service This service provides prerecorded IVR announcements for use within the contact center scripting. (for example, Play Prompt/Collect Digits.)
12
Media Application Server
September 2006
Getting Started
Multimedia Treatment Services These are prerecorded services for Web Push and Instant Messaging (IM) treatments. These features are added to provide advanced services in controlled environments such as:
Internal Helpdesks where all clients are Multimedia Communications Server (MCS) based
Kiosks where the customer interface is a Multimedia Communications Server (MCS) client.
Installation and Configuration Guide for Contact Center 6.0
13
Getting Started
Standard 1.0
Network Components Introduction This section describes the data network components of the Nortel SIP Contact Center.
Network Components The following data network components are mandatory for the Nortel SIP Contact Center: Contact Center Manager Server The Contact Center Manager Server controls the logic for call processing, call treatment, call handling, call presentation, and the accumulation of data into historical and real-time databases. Refer to the Contact Center Manager Server Installation and Maintenance Guide for details about installing and configuring the Contact Center Manager Server for SIP. Contact Center Manager Administration The Contact Center Manager Administration server is the middle layer that communicates with the Contact Center Manager Server and makes information available to the client machines. Refer to the Contact Center Manager Administration Installation and Maintenance Guide for details about installing and configuring the server software for Contact Center Manager Administration. Communications Control Toolkit 6.0 The Communications Control Toolkit is a server and client application you use to implement Computer Telephony Integration (CTI) for installed and browserbased client integrations. When used with switches, the Communications Control Toolkit facilitates the integration of contact center, direct-connect, and non-Nortel switch solutions with third-party components including software phones, agent telephony toolbars, or call management applications. In the SIPenabled Contact Center, the Communications Control Toolkit integrates the contact center users with the SIP CTI on the CS1000 Signalling server. Refer to the Communication Control Toolkit Installation and Maintenance Guide for details on how to install and configure the Communication Control Toolkit. 14
Media Application Server
September 2006
Getting Started
Contact Center Agent Desktop The Contact Center Agent Desktop is installed on the Contact Center Multimedia server and provides a unified agent interface to handle voice, e-mail, and web communication contacts. You can access the Contact Center Agent Desktop by typing a URL address in Windows Explorer and Internet Explorer. For information about installing the CCAD in a telephony based or SIP contact center, see the Communication Control Toolkit Installation and Maintenance Guide. Contact Center 6.0 License Manager License Manager provides central control and administration of application licensing for all of the components of Contact Center - Release 6.0. Refer to the Contact Center Manager Server Installation and Maintenance Guide for details about installing and configuring License Manager. Multimedia Communications Server 5100 for Enterprise (MCS5100) and Multimedia Communications Server PC client The MSC5100 and PC client is a multimedia platform based on Session Initiation Protocol (SIP). The MSC5100 enables advanced IP-based capabilities, such as multimedia (video conferencing and calling, picture caller ID); collaboration (conferencing, white boarding, file exchange, co-Web browsing); personalization (call screening, call logs, call management and routing - find me, follow me); presence and instant messaging. Refer to the Multimedia Communications Server documentation suite for details about installing and configuring the MCS5100. Nortel Media Application Server Media Application Server acts as the termination and origination point for realtime transport protocol (RTP) streams between the customer, media treatments and agents. This guide provides the procedures to install and configure the Media Application Server.
Installation and Configuration Guide for Contact Center 6.0
15
Getting Started
Standard 1.0
How to use this guide Introduction This guide covers topics such as installing and configuring the Media Application Server, backing up and restoring data, and maintaining the server. This guide includes a detailed table of contents to help you find specific information or procedures related to server installation and maintenance. The “Where to start in this guide” section focuses only on the most common tasks. If the task you want to perform is not listed here, use the table of contents to find the information you need.
Where to start in this guide The following table describes where to start for common procedures: If you want to do this
Start here
Install Media Application Server Platform on the server
Chapter 3, “Installing and configuring the Media Application Server.”
Install MCS5100 Media Application Server - Contact Center Software
Chapter 3, “Installing and configuring the Media Application Server.”
Configure MCS5100 Media Application Server - Contact Center Software options
Chapter 3, “Installing and configuring the Media Application Server.”
Configure the Media Chapter 4, “Configuring MAS using CCMA.” Application Server on Contact Center Manager Administration Create and store media treatments
16
Chapter 5, “Creating and storing media treatments.”
Media Application Server
September 2006
Getting Started
Skills you need Introduction 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:
Client/server architecture
LAN/WAN networking
network security and management
Internet Protocols (IP)
Windows 2000
performance management
troubleshooting
Installation and Configuration Guide for Contact Center 6.0
17
Getting Started
Standard 1.0
Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel web site (www.nortel.com).
18
For information about Refer to
NTP number
Planning and Contact Center Planning and engineering guidelines, Engineering Guide and server requirements
297-2183-934
The Contact Center portfolio
Contact Center What’s New in Release 6.0
297-2183-227
Required installation and server data
Contact Center Installer’s Roadmap (see www.nortel.com/pic)
297-2183-226
Switch configuration
SIP Contact Center Switch Configuration Guide
297-2183-962
Server operating system Contact Center Manager Server configuration and Technical Requirements and requirements Operating System Configuration Guide
297-2183-212
Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the coresident server
297-2183-944
Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
297-2183-213
Communication Control Toolkit Server Technical Requirements and Operating System Configuration Guide
297-2183-215
Media Application Server
September 2006
Getting Started
For information about Refer to
Contact Center Multimedia Server Technical Requirements and Operating System Configuration Guide
NTP number
297-2183-214
Contact Center 6.0 Security Guide Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List Installation, upgrades, migration, and maintenance
Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
Communication Control Toolkit Installation and Maintenance Guide
297-2183-946
Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
Scripting
Contact Center – Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX
297-2183-930
Administering contact centers
Contact Center – Manager Administrator’s Guide
297-2183-927
Installation and Configuration Guide for Contact Center 6.0
19
Getting Started
Standard 1.0
How to get help This section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult Chapter 8, “Troubleshooting.”
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 located at http:// www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation 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 Technical Support web site: 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:
20
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 Technical Support web site and Nortel Knowledge Base for answers to technical issues
open and manage technical support cases
Media Application Server
September 2006
Getting Started
Getting help over the phone from a Nortel Solutions Center If you do not find the information you 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.
Installation and Configuration Guide for Contact Center 6.0
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Getting Started
22
Standard 1.0
Media Application Server
Chapter 2
Installation Overview In this chapter Server hardware specifications
24
Server software requirements
25
Capacity specifications and port usage
26
What you need
28
Before you begin
30
Installation and Configuration Guide for Contact Center 6.0
23
Installation Overview
Standard 1.0
Server hardware specifications Introduction The Media Application Server is a hardware and software solution. When you purchase the Media Application Server, you receive an IBM x336 server with an Windows 2000 operating system image preinstalled. The required software for using the Media Application Server in a SIP Contact Center are provided on the Media Application Server Platform CD and the Contact Center 6.0 installation DVD. The required software must be installed on the Media Application Server using the procedures in this guide.
Hardware specifications The following table lists the specifications of the IBM x336 server. IBM x336 server
CPU
2x 3.6 Ghz
Hyperthreading
Disabled
Chipset
800 Mhz FSB
RAM
1GB
Hard drive
73GB 10k rpm SCSI
Optical drive
CD-RW/DVD-Rom
Floppy drive
None
Power supply
Dual A/C
Network
2x 10/100/1000 Mbps Ethernet
For more detailed information about the hardware specifications and hardware installation procedures for th x336 server, consult the IBM xSeries 336 Installation Guide that is shipped with the server.
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September 2006
Installation Overview
Server software requirements Introduction The Media Application Server is shipped with the required Windows 2000 operating system image preinstalled.
Software requirements In addition to the Media Application Server with the required operating system image preinstalled, you require the following software applications installed on the server:
Media Application Server Platform software
MCS5100 Media Application Server - Contact Center Software
To record custom media treatments, you require audio and video recording/ editing software. Nortel recommends Nortel Media Processing Server Studio for audio recording. Alternatively, you can use a third party audio and video recording/ editing software.
Installation and Configuration Guide for Contact Center 6.0
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Installation Overview
Standard 1.0
Capacity specifications and port usage Introduction Each Media Application Server has capacity specifications that you must take into consideration when planning the number of Media Application Servers required for your SIP Contact Center network. This section details he capacity specifications for each Media Application Server.
Capacity specifications The following specifications are for one Media Application Server: Agent to Customer Conference protocols Capacity
G.711, 20ms ptime
350 ports Note: This supports 175 agents.
G.729, 20ms ptime
220 ports Note: This supports 110 agents.
Audio Tones, Music, Announcements
Maximum number of conference channels (for any codec)
Capacity
500 channels Note: Does not include video support impacts
Maximum busy hour call attempts 14,400 calls per hour (or 4 calls per second) can be established and (for any codec) disconnected to one Media Application Server 26
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September 2006
Installation Overview
Audio Tones, Music, Announcements
Capacity
Music on hold recordable hours
332 hours or 20 GB
Announcements recordable hours
332 hours or 20 GB
Port Usage The SIP-UDP Port number of the SIP-CCMS and the SIP port number of the Media Application Server is 5060 by default. Nortel recommends that you do not change the default port settings. To connect to the network, use Ethernet port 1 on the Media Application Server.
Installation and Configuration Guide for Contact Center 6.0
27
Installation Overview
Standard 1.0
What you need Equipment, software and licensing To complete the procedures in this guide, you must have the following:
a preconfigured IBM x336 server purchased from Nortel
the Media Application Server Platform CD
the MCS5100 Media Application Server - Contact Center Software (located on the Contact Center 6.0 installation DVD)
a license file for the desired functionality
Note: To record custom media treatments, you require audio and video recording/ editing software. Nortel recommends Nortel Media Processing Server Studio for audio recording. Alternatively, you can use a third party audio and video recording/ editing software.
Information checklist You require the following information to complete the Media Application Server installation and configuration procedures: Item
Enter your information here
IP address of the SIP-CCMS Default SIP-UDP Port number of the SIP- 5060 CCMS MCS5100 Media Application Server Contact Center Software license key
Note: This is provided by Nortel or your distributor.
the name of the Media Application Server the IP address of the Media Application Server Default SIP port number of the Media Application Server 28
5060
Media Application Server
September 2006
Item
Installation Overview
Enter your information here
the domain name specified in the SIPCCMS Configuration utility
Installation and Configuration Guide for Contact Center 6.0
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Installation Overview
Standard 1.0
Before you begin Before you begin the installation of the Media Application Server, you must complete the following steps:
30
1.
Install and configure Contact Center Manager Server for SIP. For details about how to install and configure Contact Center Manager Server for SIP, refer to the Contact Center Manager Server Installation and Maintenance Guide.
2.
Install and configure Contact Center Manager Administration. For details about how to install and configure Contact Center Manager Administration, consult the Contact Center Manager Administration Installation and Maintenance Guide.
3.
Install the IBM x336 server hardware according to the procedures documented in the IBM xSeries 336 Installation Guide that is shipped with the Media Application Server.
4.
Install and configure the Multimedia Communications Server 5100 for Enterprise (MCS5100). For details on installing and configuring the MCS5100, consult the Multimedia Communications Server documentation suite.
Media Application Server
Chapter 3
Installing and configuring the Media Application Server In this chapter Overview
32
Step 1. Read relevant documentation before performing a new installation 33 Step 2. Install MAS Platform software on the server
34
Step 3. Install the MCS5100 MAS - Contact Center Software
39
Step 4. Enter the Contact Center Application license
42
Step 5. Configure Media Application Server options
45
Step 6. Configure MCS5100 MAS - Contact Center Software options
47
Step 7. Start the Media Application Server services
55
Installation and Configuration Guide for Contact Center 6.0
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Installing and configuring the Media Application Server
Standard 1.0
Overview This chapter contains the procedures for the following tasks:
32
1.
Installing the Media Application Server Platform
2.
Installing the MCS5100 Media Application Server - Contact Center Software
3.
Configuring the MCS5100 Media Application Server - Contact Center Software
Media Application Server
September 2006
Installing and configuring the Media Application Server
Step 1. Read relevant documentation before performing a new installation Before performing an installation, check for any Installation Addenda or updated customer documentation on the Nortel web site at www.nortel.com, or the Partner Information Center web site at www.nortel.com/pic.
Installation and Configuration Guide for Contact Center 6.0
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Installing and configuring the Media Application Server
Standard 1.0
Step 2. Install MAS Platform software on the server To install MAS Platform on the server 1
Insert the Media Application Server Platform CD into the drive.
2
Launch the Media Application Server Platform installation wizard by double-clicking the following file: MAS_Platform_9.X.XXX.exe Result: The system prepares to install the software, followed by the InstallShield Welcome Screen.
34
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3
Installing and configuring the Media Application Server
Click Next. Result: The License Agreement page appears.
4
Read the license agreement and click I accept the terms of the license agreement.
5
Click Next. Result: The Network Information window appears.
Installation and Configuration Guide for Contact Center 6.0
35
Installing and configuring the Media Application Server
6
Standard 1.0
In the IP Addresses and Ports box, enter the IP address and SIP UDP Port of the SIP Contact Center Manager Server. Example: 10.10.10.12:5060 Note: Only one Contact Center Manager Server can be associated with one Media Application Server.
7
Click Next. Result: The Primary Destination folder window appears.
36
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8
Installing and configuring the Media Application Server
If you want to change the default destination folder, click Change. If you want to accept the default destination folder, click Next. Result: The Content Storage Destination folder appears.
9
If you want to change the default destination folder, click Change. If you want to accept the default destination folder, click Next. Result: The Ready to install window appears.
Installation and Configuration Guide for Contact Center 6.0
37
Installing and configuring the Media Application Server
10
Standard 1.0
Click Install. Result: The system installs the software and the InstallShield Wizard Completed windows appears.
11
Click Finish. Result: The system prompts you to restart the system for the configuration changes to take effect.
12
Click Yes. Result: The system restarts and the new configuration settings take effect.
38
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Installing and configuring the Media Application Server
Step 3. Install the MCS5100 MAS - Contact Center Software To install the MCS5100 Media Application Server - Contact Center Software Notes:
Before completing this procedure, you must install the MAS Platform software. For details about installing MAS Platform, see “Step 2. Install MAS Platform software on the server,” on page 34.
Nortel recommends that you check www.nortel.com/espl for more recent versions of the MCS5100 MAS - Contact Center software that may have been released since the release of the Contact Center 6.0 installation DVD.
1
Insert the Contact Center 6.0 installation DVD into the drive.
2
In Windows Explorer, browse to the CC_MAS_App folder of the installation DVD.
3
In CC_MAS_App folder, double-click setup.exe. Result: The system prepares to install the software, followed by the InstallShield Welcome Screen.
Installation and Configuration Guide for Contact Center 6.0
39
Installing and configuring the Media Application Server
4
Standard 1.0
Click Next. Result: The License Agreement window appears.
5
Read the license agreement and click I accept the terms of the license agreement.
6
Click Next. Result: The Ready to Install the program window appears.
40
Media Application Server
September 2006
7
Installing and configuring the Media Application Server
Click Install. Result: The system installs the software followed by the InstallShield Wizard Completed window.
8
Click Finish.
9
Close all windows to complete the procedure.
Installation and Configuration Guide for Contact Center 6.0
41
Installing and configuring the Media Application Server
Standard 1.0
Step 4. Enter the Contact Center Application license Introduction Before you can use the Media Application Server, you must enter a valid license key. Obtain the license key from Nortel or from your distributor upon purchase.
To enter the Contact Center Application license 1
On the Media Application Server, click Start > Programs > Nortel Networks Media Server > Media Application Server Console. Result: The Media Application Server Console appears.
2
In the left pane, click the plus (+) sign next to Services. Result: The Services folder expands.
42
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3
Installing and configuring the Media Application Server
In the Services folder, click the plus (+) sign next to System. Result: The System folder expands.
4
Click the Configuration folder. Result: A list of Configuration properties appears in the right pane.
Installation and Configuration Guide for Contact Center 6.0
43
Installing and configuring the Media Application Server
5
Standard 1.0
In the Property list, double-click License Key. Result: The License Key properties window appears.
6
In the Value box, enter your valid license key.
7
Click OK. Result: The License Key Properties window disappears.
8
44
Close all windows to complete the procedure.
Media Application Server
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Step 5. Configure Media Application Server options Introduction On the Media Application Server, you must configure the following options as described below:
Active Speaker Video Mode = NO
Video Lock On First Party = NO
To configure Media Application Server options 1
On the Media Application Server, click Start > Programs > Nortel Networks Media Server > Media Application Server Console. Result: The Media Application Server Console appears.
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In the left pane, click the plus (+) sign next to Services. Result: The Services folder expands.
3
In the Services folder, click the plus (+) sign next to System. Result: The System folder expands.
4
Click the Configuration folder. Result: A list of Configuration properties appears in the right pane.
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5
In the Property list, set the value of Active Video Speaker Mode to No.
6
In the Property list, set the value of Video Lock on First Party to No.
7
Close all windows to complete the procedure.
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Step 6. Configure MCS5100 MAS - Contact Center Software options Introduction The Contact Center Application for Media Application Server includes five options that you can configure on the server. You can configure these options before or after using the Contact Center provisioning tool to provision the media files. If you do not configure these options, the Media Application Server retains the default values. For details about configuring or changing this options, refer to “To configure Contact Center application services,” on page 49. The five options are: 1.
Barge in Tone The Barge in Tone option provides you with the option to play a tone when supervisors join an agent call. By default, the Barge in Tone option is enabled (that is, the default value is set to YES).
2.
Default Announcement The Default Announcement option identifies a default announcement file that plays when a Contact Center script terminates unexpectedly. By default, the Default Announcement option is disabled (that is, there is no value entered in the Default Announcement option).
3.
Default Locale The Default Locale option sets the default locale to be used to play the treatments or announcements. By default, the Default Locale option is set to English (that is, the locale value is set to en_us).
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Observation Timer/ Observation Tone The Observation Timer/ Observation Tone option provides you with the option to play a tone and specified intervals when supervisors are observing an agent call. By default, the Observation Tone option is enabled, and the interval between tones is set to 5001 milliseconds.
5.
Video enabled The Video enabled option provides you with the option to allow video announcements or video IVR treatments. By default, the Video enabled option is disabled (that is, the default value is set to NO).
Note: Your Media Application Server licence key must include licensing for video to enable the video option. Use the Configuration service on the Media Application Server console to configure the features according to the needs of your contact center.
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To configure Contact Center application services 1
On the Media Application Server, click Start > Programs > Nortel Networks Media Server > Media Application Server Console. Result: The Media Application Server Console appears.
2
In the left pane, click the plus (+) sign next to Services. Result: The Services folder expands.
3
In the Services folder, click the plus (+) sign next to Contact Center. Result: The Contact Center folder expands.
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Click the Configuration folder. Result: A list of features appears in the right pane.
5
In the right pane, double-click Barge In Tone (YES/NO). Result: The Barge In Tone Properties window appears.
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If you want a tone to play immediately before a Supervisor barges in to a call, type Yes is the Value box. or If you do not want a tone to play immediately before a Supervisor barges in to a call, type No in the Value box.
7
Click Apply.
8
Click OK. Result: The list of features reappears in the right pane.
9
In the right pane, double-click Default Announcement. Result: The Default Announcement Properties window appears.
10
If you want to use the Default Announcement feature, type the name of default media to be played by the Announcement service in the Value box (for example, welcome.wav) and click Apply, and then OK. or If you do not want to use the Default Announcement feature, click OK. Result: The list of features reappears in the right pane.
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In the right pane, double-click Default Locale. Result: The Default Locale Properties window appears.
12
If you want to use the Default Locale feature, enter the locale in the Value box (for example, en_us) and click Apply, and then OK. or If you do not want to use the Default Locale feature, click OK. Result: The list of features reappears in the right pane.
13
In the right pane, double-click Observation Timer (ms). Result: The Observation Timer Properties window appears.
14
52
If you want to use the Observation Tone feature, enter the interval (in milliseconds) for the periodic observation tone in the Value box and click Apply, and then OK.
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or If you do not want to use the Observation Tone feature, click OK. Result: The list of features reappears in the right pane. 15
In the right pane, double-click Observation Tone (YES/NO). Result: The Observation Tone Properties window appears.
16
If you want to enable the Observation Tone feature, type Yes in the Value box and click Apply, then OK. or If you do not want to enable the Observation Tone feature, click OK. Result: The list of features reappears in the right pane.
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In the right pane, double-click Video Enabled (YES/NO). Result: The Video Enabled Properties window appears.
18
If you want to enable video announcements or video IVR treatments, type Yes in the Value box and click Apply. or If you do not want to enable video announcements or video IVR treatments, type No in the Value box. Note: Your Media Application Server licence key must include licensing for video to enable the video option.
19
Click OK. Result: The list of features reappears in the right pane.
20
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Close all windows to complete the procedure.
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Step 7. Start the Media Application Server services Introduction For your new Media Application Services configuration to take effect, you must start the services.
To start Media Application Server services 1
On the Media Application Server, click Start > Programs > Nortel Networks Media Server > Media Application Server Console. Result: The Media Application Server Console appears.
2
In the left pane, right-click Control Panel. Result: The Control Panel menu appears.
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From the Control Panel menu, select View System Components. Result: The System Components are listed in the right pane. All components have an icon with a red X.
4
In the left pane, right-click Control Panel. Result: The Control Panel menu appears.
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From the Control Panel menu, click Operations > Start. Note: If you started the services previously, click Operations > Restart. Result: The system starts the services. When all services are successfully started, the icons next to the components in the right pane changes to green.
Note: If any of the services do not start, take note of the name of the service that does not start. Follow the instructions in “To enable trace logging on the Media Application Server,” on page 107 to enable trace logging for that service. If you are unable to resolve the problem, contact Nortel Technical Support. 6
Close all windows to complete the procedure.
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Chapter 4
Configuring MAS using CCMA In this chapter Overview
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Step 1. Configure MAS selection algorithm
61
Step 2. Add the Media Application Server to CCMS
64
Step 3. Configure Media Services and Routes
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Overview Before you can use a newly installed Media Application Server, you must use Contact Center Manager Administration to configure the new Media Application Server. To configure the Media Application Server in Contact Center Manager Administration, you must complete three tasks: 1.
Select the Media Application Server algorithm.
2.
Add the new Media Application Server to Contact Center Manager Server using Contact Center Manager Administration.
3.
Associate applicable Media Services with the new Media Application Server.
This section documents detailed procedures for each of these configuration tasks using Contact Center Manager Administration.
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Step 1. Configure MAS selection algorithm Introduction This step is only required if you have more than one Media Application Server in your SIP Contact Center network. If you only have one Media Application Server, you can skip this step and proceed directly to “Step 2. Add the Media Application Server to CCMS,” on page 64. In this step, you must select the algorithm that determines the next Media Application Server to handle a treatment request from a Contact Center Manager Server script.
To configure Media Application Server selection algorithm 1
Log on to Contact Center Manager Administration with administrator privileges.
2
From the Contact Center Manager Administration Launchpad, select Configuration. Result: The Configuration window appears.
3
In the left pane, click the plus (+) sign next to the Contact Center Manager Server. Result: The Configuration options for the Contact Center Manager Server appear below the server name.
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From the list Configuration options for the Contact Center Manager Server, click Global Settings. Result: The Global Settings window appears.
5
In the Agent Order Preference box, select your desired preference for call distribution to agents from the drop-down menu. Note: Choose Longest total time in idle state since login if you want calls to be presented to the agent who has accumulated the most idle time since logging on. Choose Longest time in idle state since the last status change if you want calls to be presented to the agent who has accumulated the most idle time since his or her status change. Choose Longest total time since last CDN/ACD call if you want calls to be presented to the agent with the longest elapsed time since handling a CDN/ACD call.
6
In the Selection Algorithm box, select Linear or Round Robin. Note: If you select Linear, all treatment requests are directed to the same Media Application Server until capacity is reached. If you select Round Robin, treatment requests are balanced across all Media Application Servers.
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Configuring MAS using CCMA
Click Submit. Result: Text appears in the lower portion of the window, indicating the global settings are updated successfully.
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Step 2. Add the Media Application Server to CCMS To add the Media Application Server to Contact Center Manager Server using Contact Center Manager Administration 1
Log on to Contact Center Manager Administration with administrator privileges.
2
From the Contact Center Manager Administration Launchpad, select Configuration. Result: The Configuration window appears.
3
In the left pane, click the plus (+) sign next to the Contact Center Manager Server. Result: The Configuration options for the Contact Center Manager Server appear below the server name.
4
From the list Configuration options for the Contact Center Manager Server, click Media Servers. Result: The Media Servers window appears.
5 64
In the Server Name box, type the name of the Media Application Server. Media Application Server
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6
In the IP Address box, type the IP address of the Media Application Server.
7
In the Port Number box, type 5060 in the SIP port number of the Media Application Server.
8
Ensure that the Transport box is set to UDP.
9
Ensure that a checkbox appears in the Enable box.
10
Click Refresh Status.
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Step 3. Configure Media Services and Routes Introduction After you add the Media Application Server to Contact Center Manager Server using Contact Center Manager Administration, you must define the services and routes associated with the Media Application Server, and the priority of the recently added Media Application Server in relation to other Media Application Servers in the network. Nortel provides three preconfigured services that are mandatory for the Media Application Server. These services are SIP addresses that are configured on the Contact Center Manager Server. For further details about configuring the SIP addresses for the preconfigured services, consult the Contact Center Manager Server Installation and Maintenance Guide. The preconfigured services on the Media Application Server are: Conference Service (CONF) This service is an ad-hoc conference with contact center specializations such as:
ability to selectively mute and unmute to support supervisor features such as Barge in Tone and Observe
ability to transfer Dual Tone Multi Frequency (DTMF) digits across the conference from the customer to the IVR service
ability to identify when a supervisor has joined a call
Announcements Service (ANNC) This service provides the ability to invoke tones, music, and recorded announcements (RAN). These services are invoked by scripting commands such as GIVE RAN, GIVE MUSIC, GIVE RINGBACK and so on. For details about invoking the announcements service using scripting, consult the Scripting Guide. Dialog Service (DIALOG) The Dialog service supports advanced media treatments including:
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Interactive Voice Response (IVR) features such as Play Prompt and Collect Digit and Play Prompt)
Send Instant Message (IM) and Web Push
Estimated Wait Time and Time in Queue announcements
The Dialog service is invoked use the GIVE IVR scripting command. For details about invoking the Dialog service using scripting, consult the Scripting Guide.
To configure Media Services Assignment Note: You must associate at least one Media Application Server with each of the pre-configured services. Services are enabled by keycode on the Media Application Server during the installation. 1
Log on to Contact Center Manager Administration with administrator privileges.
2
From the Contact Center Manager Administration Launchpad, select Configuration. Result: The Configuration window appears.
3
In the left pane, click the plus (+) sign next to the Contact Center Manager Server. Result: The Configuration options for the Contact Center Manager Server appear below the server name.
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From the list Configuration options for the Contact Center Manager Server, click Media Services and Routes. Result: The Media Services and Routes window appears.
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5
In the Service Name box, select ANNC.
6
Ensure that the checkbox next to Use Proxy Server is cleared.
7
From the Available box, select the Media Application Server that you want associated with the Announcements service.
8
Use the arrow key to move the selected Media Application Server to the Selected box.
9
Repeat steps 6 - 8 for each Media Application Server that you want to associate with the Announcements service.
10
Use the Rank arrow buttons to list the selected Media Application Servers in order or priority.
11
Click Submit.
12
In the Service Name box, select DIALOG.
13
Ensure that the checkbox next to Use Proxy Server is cleared.
14
From the Available box, select the Media Application Server that you want associated with the Dialog service. Media Application Server
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15
Use the arrow key to move the selected Media Application Server to the Selected box.
16
Repeat steps 6 - 8 for each Media Application Server that you want to associate with the Dialog service.
17
Use the Rank arrow buttons to list the selected Media Application Servers in order or priority.
18
Click Submit.
19
In the Service Name box, select CONF.
20
Ensure that the checkbox next to Use Proxy Server is cleared.
21
From the Available box, select the Media Application Server that you want associated with the Conference service.
22
Use the arrow key to move the selected Media Application Server to the Selected box.
23
Repeat steps 6 - 8 for each Media Application Server that you want to associate with the Conference service.
24
Use the Rank arrow buttons to list the selected Media Application Servers in order or priority.
25
Click Submit.
26
Close all windows to complete the procedure.
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Media Application Server
Chapter 5
Creating and storing media treatments In this chapter Overview
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Step 1. Install client PC and DivX support
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Step 2. Record media treatments
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Step 3. Store treatments using the Contact Center Provisioning Tool
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Overview This chapter explains how to record media treatments and store media treatments on the Media Application Server using the Contact Center Provisioning Tool.
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Step 1. Install client PC and DivX support To deploy a video clip on the Media Application Server, the video clip must be compressed using the DivX codec. The Nortel Media Application Server supports DivX version 4.12. Contact Nortel Technical Support to acquire the correct supported version.
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Step 2. Record media treatments Introduction To create your custom audio or video media treatments, you must use audio and video recording/ editing software that is installed on your client PC. Examples of such software include:
For video VirtualDub www.sourceforge.net
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Multiquence www.goldwave.com
For audio Nortel Media Processing Server Studio (recommended by Nortel) www.nortel.com
Goldwave www.goldwave.com
Audacity www.audacity.sourceforge.net/
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File specifications The following table details the file specifications for audio and video media treatments that are required for the Media Application Server. Audio
Video
Compression format
Linear 16 Bit PCM
DivX 320x240
File format
.wav (8 KHz)
.avi only
Mono/Stereo
mono recordings
N/A
none
DivX codec must be installed
Prerequisites
For details about how to record media treatments in audio format, consult the documentation for your audio editing and recording software. For details about how to record media treatments in video format, consult the documentation for your video editing and recording software.
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Step 3. Store treatments using the Contact Center Provisioning Tool Introduction The Contact Center Provisioning Tool is installed as part of the MCS5100 Media Application Server - Contact Center Software installation. Use the Contact Center Provisioning Tool to upload media treatments such as announcements, music, and video to the Media Application Server. To upload the media treatments you must: 1.
Create the appropriate file structure on the Media Application Server using the Contact Center Provisioning Tool commands.
2.
Upload the media files to the Media Application Server using Contact Center Provisioning Tool commands.
Note: Before you begin the procedures in this section, copy all your media treatments to a folder on the hard drive of the Media Application Server. You have the option of creating the file structure and uploading media files using individual Contact Center Provisioning Tool commands, or you can use the batch file command. The batch file command is useful if you need to create the same file structure on multiple Media Application Servers, or if you want to plan your file structure in advance. For details, see “Using the batch file command,” on page 80.
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Creating the file structure on the Media Application Server For each domain, you must create storage areas on the Media Application Server for locales (language types), music genres, and video. The following is a sample organizational structure of a Media Application Server:
To add a domain to the Media Application Server 1
On the Media Application Server, click Start > Run.
2
In the Open box, type cmd.
3
Click OK.
4
At the command prompt, navigate to the Contact Center Prov folder of the Media Application Server installation directory. Note: The default directory is:\Program Files\Nortel Networks\MAS\tools\ContactCenterProv
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At the command prompt, type ccprov add_domain <domain name>. Note: The <domain name> is the domain specified in the SIP Contact Center Manager Server Configuration utility. Result: The system creates the domain and informs you when done.
To add a locale to the Media Application Server 1
On the Media Application Server, click Start > Run.
2
In the Open box, type cmd.
3
Click OK.
4
At the command prompt, navigate to the Contact Center Prov folder of the Media Application Server installation directory. Note: The default directory is:\Program Files\Nortel Networks\MAS\tools\ContactCenterProv
5
At the command prompt, type ccprov add_locale <domain name>. Result: The system creates the locales folder and informs you when done.
6
Repeat steps 1 - 5 for each language type that requires a locales folder.
To add a music genre type or video type name to the Media Application Server 1
On the Media Application Server, click Start > Run.
2
In the Open box, type cmd.
3
Click OK.
4
At the command prompt, navigate to the Contact Center Prov folder of the Media Application Server installation directory. Note: The default directory is:\Program Files\Nortel Networks\MAS\tools\ContactCenterProv
5
At the command prompt, type ccprov add_music <domain name> <music genre name or video type name>. Result: The system creates the music genre or video type and informs you when done.
6
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Repeat steps 1 - 5 for every music genre or video type required.
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Adding your custom media treatments to the Media Application Server You must upload custom media announcements files to the appropriate locale on the Media Application Server (that is, all announcements of the same language are stored in the same locale). You must upload music files to the appropriate music genre type storage area on the Media Application Server. The following procedures detail how to upload individual media treatment files to the Media Application Server. To add a media announcement file to the Media Application Server Before you begin this procedure, you must:
create the file structure on the Media Application Server. For details, see “Creating the file structure on the Media Application Server,” on page 77.
copy all your media treatments to a folder on the hard drive of the Media Application Server. Do not copy media treatments to a folder on a shared drive.
1
On the Media Application Server, click Start > Run.
2
In the Open box, type cmd.
3
Click OK.
4
At the command prompt, navigate to the Contact Center Prov folder of the Media Application Server installation directory. Note: The default directory is:\Program Files\Nortel Networks\MAS\tools\Contact Center Prov
5
At the command prompt, type ccprov upload_locale_media <domain name> <media filename including the directory path>. Note: Ensure that you store media announcements in the appropriate locales folder. For example, English announcements must be stored in the language folder eng_us. Example: ccprov upload_locale_media cc.nortel.com eng_us c:\mediafiles\englishwelcome.wav Result: The system loads the media announcement file to the appropriate folder and informs you when done.
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Repeat steps 1 - 5 for every media announcement file.
To add a music file or video file to the Media Application Server 1
On the Media Application Server, click Start > Run.
2
In the Open box, type cmd.
3
Click OK.
4
At the command prompt, navigate to the Contact Center Prov folder of the Media Application Server installation directory. Note: The default directory is:\Program Files\Nortel Networks\MAS\tools\ContactCenterProv
5
At the command prompt, type ccprov upload_music_media <domain name> <music genre name or video type name> < media filename including the directory path>. Note: Ensure that you upload music files to the appropriate music genre and video files to the appropriate video type. For example, rock music files must be stored in the rock folder. Example: ccprov upload_music_media cc.nortel.com rock c:\mediafiles\rock1.wav Result: The system loads the music or video file to the appropriate music genre or video type and informs you when done.
6
Repeat steps 1 - 5 for every music file or video file.
Using the batch file command If you need to create the same file structure on multiple Media Application Servers, or if you want to plan your file structure in advance, you can use the Contact Center Provisioning Tool batch file command to save time creating file structures. To use the batch file command 1
Using a text editor program on the Media Application Server (for example, Notepad), create a text file with all the Contact Center Provisioning Tool commands required for your file structure on the Media Application Server. Example: An example of a batch file follows: add_domain cc.nortel.com
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add_music cc.nortel.com pop upload_music_media cc.nortel.com pop c:\mediafiles\pop01.wav upload_music_media cc.nortel.com pop c:\mediafiles\pop02.wav add_music cc.nortel.com folk upload_music_media cc.nortel.com folk c:\mediafiles\folk01.wav upload_music_media cc.nortel.com folk c:\mediafiles\folk02.wav add_music cc.nortel.com jazz upload_music_media cc.nortel.com jazz c:\mediafiles\jazz01.wav add_music cc.nortel.com rock upload_music_media cc.nortel.com rock c:\mediafiles\SRV2.wav add_music cc.nortel.com classical upload_music_media cc.nortel.com classical c:mediafiles\HolstJupiter.wav add_music cc.nortel.com country upload_music_media cc.nortel.com country c:\mediafiles\country02.wav add_music cc.nortel.com voh upload_music_media cc.nortel.com c:\mediafiles\voh movietrailer.avi add_locale cc.nortel.com en_us upload_locale_media cc.nortel.com en_us c:\mediafiles\cc_rannc0.wav upload_locale_media cc.nortel.com en_us c:\mediafiles\cc_rannc1.wav
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upload_locale_media cc.nortel.com en_us c:\mediafiles\cc_rannc2.wav 2
Save and copy the text file to the hard drive of the Media Application Server.
3
On the Media Application Server, click Start > Run.
4
In the Open box, type cmd.
5
Click OK.
6
At the command prompt, navigate to the Contact Center Prov folder of the Media Application Server installation directory. Note: The default directory is:\Program Files\Nortel Networks\MAS\tools\ContactCenterProv
7
At the command prompt, type ccprov batch. Example: ccprov batch c:\batchfiles\batch1.txt Result: The system loads the batch file and informs you when done.
Maintaining the content storage area In addition to adding folders and uploading files, you can use the Contact Center Provisioning Tool commands to list, delete, and rename media files or folders in the content storage area. The following table lists the Contact Center Provisioning tool commands used to create and maintain the Media Application Server storage area: Contact Center Provisioning tool command
82
Use this command to
ccprov list_domains
list all domains on the Media Application Server
ccprov add_domain
add a domain to the Media Application Server
ccprov delete_domain
delete a domain from the Media Application Server
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Creating and storing media treatments
Use this command to
ccprov list_locales <domain name>
list all locales on the Media Application Server
ccprov add_locale <domain name>
add a locale to a domain on the Media Application Server
ccprov delete_locale <domain name>
delete a locale from a domain on the Media Application Server
ccprov rename_locale <domain name> to change the name of an existing locale ccprov list_locale_media <domain name>
list the media files that are uploaded to a specific locale on the Media Application Server
ccprov upload_locale_media <domain upload media files from the hard name> <media filename drive to a specific locale on the Media including directory path> Application Server ccprov delete_locale_media <domain name> <media filename>
delete a media file from a specific locale on the Media Application Server
ccprov list_music <domain name>
list all music genres or video types in a specific domain on the Media Application Server
ccprov add_music <domain name> <music genre name or video type name>
add a music genre or video type name to a specific domain on the Media Application Server
ccprov delete_music <domain name> <music genre name or video type name>
delete a music genre name or video type name from a specific domain on the Media Application Server
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Contact Center Provisioning tool command
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Use this command to
ccprov rename_music <domain name> change a music genre name or video ccprov list_music_media <domain name> <music genre name or video type name>
list all media files stored in a specific music genre or video type on the Media Application Server
ccprov upload_music_media <domain name> <music genre name or video type name> <media filename including directory path>
upload media files from the hard drive to a specific music genre or video type on the Media Application Server
ccprov delete_music_media <domain name> <music genre or video type name> <media filename>
delete a media file from a specific music genre or video type on the Media Application Server
ccprov batch create the content storage structure on
the Media Application Server
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Maintaining the Media Application Server In this chapter Overview
86
Determining the software versions on the MAS
87
2In the Open: field, type regedit to open the registry.
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Uninstalling the Media Application Server
90
Backing up the Media Application Server
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Overview This chapter provides information about the following maintenance tasks on the Media Application Server:
86
determining the software versions that are installed on the Media Application Server
upgrading the Media Application Server Platform or the MCS5100 Media Application Server - Contact Center Software
uninstalling the MCS5100 Media Application Server - Contact Center Software
uninstalling the Media Applications Server Platform
deleting all provisioned files and the file structure on the Media Application Server
backing up the Media Application Server
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Determining the software versions on the MAS To determine software versions of the Media Application Server Platform and the MCS5100 Media Application Server - Contact Center Software that are installed on your Media Application Server, complete the steps in the following procedure.
To determine the software versions on the MAS 1
On the Media Application Server, click Start > Run.
2
In the Open: field, type regedit to open the registry. Result: The Registry Editor opens.
3
In the left pane of the Registry Editor, browse to the registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Nortel Networks\Version
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Click the Version registry key. Result: A list of the Nortel software installed on the Media Application Server appears in the right pane. The version numbers of the software are in the Data column.
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Upgrading the Media Application Server When a new version of the Media Application Server Platform becomes available, you must uninstall the current versions of the MCS5100 Media Application Server - Contact Center Software and the Media Application Server Platform and perform a new installation of the new version of the media Application Server Platform software, and then reinstall the MCS5100 Media Application Server - Contact Center Software. When a new version of the MCS5100 Media Application Server - Contact Center Software becomes available, you must uninstall the current version of the MCS5100 Media Application Server - Contact Center Software and perform a new installation of the new version of the MCS5100 Media Application Server Contact Center Software on the Media Application Server. If you are only upgrading the MCS5100 Media Application Server - Contact Center Software, you do not need to uninstall and reinstall the Media Application Server Platform. All media files and the file structure on the Media Application Server are retained when you uninstall the Media Application Server Platform or the MCS5100 Media Application Server - Contact Center Software. Therefore, it is not necessary to perform the procedures to store media treatments using the Contact Center Provisioning Tool following an upgrade of the Media Application Server Platform or the MCS5100 Media Application Server Contact Center Software. For details about uninstalling the Media Application Server Platform or the MCS5100 Media Application Server - Contact Center Software, see “Uninstalling the Media Application Server,” on page 90. For details about performing a new installation of the Media Application Server Platform of the MCS5100 Media Application Server - Contact Center Software, see Chapter 3, “Installing and configuring the Media Application Server,” and Chapter 4, “Configuring MAS using CCMA.”
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Uninstalling the Media Application Server Introduction There are situations when you want to uninstall the Media Application Server. For example, if you need to upgrade your Media Application Server Platform or your MCS5100 Media Application Server - Contact Center Software, you must first uninstall the previous versions of the software before performing a new installation of the new version of the software. In this situation, you can uninstall the MCS5100 Media Application Server Contact Center Software and the Media Application Server Platform without losing your provisioned media files or your file structure on the Media Application Server. For details, see “To uninstall the MCS5100 Media Application Server - Contact Center Software,” on page 91 and “To uninstall the Media Application Server Platform,” on page 91. Note: The application software on the Media Application Server must be uninstalled on a first in, first out basis. That is, you must always uninstall the MCS5100 Media Application Server - Contact Center Software before you uninstall the Media Application Server Platform. If you want to completely uninstall the Media Application Server and delete the provisioned media files and the file structure on the Media Application Server, you must uninstall the MCS5100 Media Application Server - Contact Center Software, uninstall the Media Application Server Platform, and delete the folder structure in Windows Explorer and in the registry. For details, see “To uninstall the provisioned media files and file structure on the Media Application Server,” on page 93.
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To uninstall the MCS5100 Media Application Server - Contact Center Software 1
Click Start > Settings > Control Panel.
2
In the Control Panel window, click Add/Remove Programs.
3
In the Add/Remove Programs window, highlight Nortel Networks Contact Center.
4
Click Remove. Result: The program asks you to confirm your choice.
5
Click Yes.
6
The program removes the MCS5100 Media Application Server - Contact Center Software.
To uninstall the Media Application Server Platform 1
Uninstall the MCS5100 Media Application Server - Contact Center Software. For details, see “To uninstall the MCS5100 Media Application Server - Contact Center Software,” on page 91.
2
Click Start > Settings > Control Panel.
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3
In the Control Panel window, click Add/Remove Programs.
4
In the Add/Remove Programs window, highlight Nortel Networks Media Application Server.
5
Click Remove. Result: The program asks you to confirm your choice.
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6
Click Yes.
7
The program removes the Media Application Server Platform.
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To uninstall the provisioned media files and file structure on the Media Application Server Risk of loss of data .
If you perform the following procedure, you lose all your provisioned media files, the file structure on the Media Application Server, and your configuration settings for the Contact Center application services. Nortel recommends that you perform a backup of the Media Application Server and the registry to a secure storage location before performing this procedure. For details about backing up the Media Application Server, see “Backing up the Media Application Server” on page 94. For details about backing up the registry, see www.microsoft.com.
1
On the Media Application Server, uninstall the MCS5100 Media Application Server - Contact Center Software. For details, see “To uninstall the MCS5100 Media Application Server - Contact Center Software,” on page 91.
2
On the Media Application Server, uninstall the Media Application Server Platform. For details, see “To uninstall the Media Application Server Platform,” on page 91.
3
Using Windows Explorer, delete all contents in the Media Application Server installation directory. Note: The default directory is:\Program Files\Nortel Networks
4
Click Start > Run.
5
Type regedit.
6
Click OK. Result: The Registry Editor appears.
7
Delete the following registry key from the registry: HKEY_LOCAL_MACHINE\SOFTWARE\Nortel Networks Result: All provisioned files and the file structure on the Media Application Server are deleted.
8
Close all windows to complete the procedure.
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Backing up the Media Application Server Introduction Nortel recommends that you perform regular backups of the Media Application Server to minimize the risk of data loss in the event of a server failure. You can back up the Media Application Server using the Windows Backup tool or a third-party backup tool of your choice. The procedures for backing up using the Windows Backup tool are documented in this section.
To back up the Media Application Server using the Microsoft Windows Backup Tool Detailed steps and information about the Microsoft Windows Backup Tool is located on the Microsoft website at www.microsoft.com. 1
Click Start > Programs > Accessories > System Tools > Backup. Result: The Backup welcome screen appears.
2
Click the Backup tab. Result: The Backup tab appears with a tree structure in the left pane listing all directories and folders.
3
In the left pane, select all files in the Media Application Server installation directory by clicking the box to the left of a file or folder. Note: The default installation directory for the Media Application Server is:\Program Files\Nortel Networks Result: A check mark appears next to your selected files.
4
In Backup destination, do one of the following:
Choose File if you want to back up files and folders to a file. This is selected by default.
Choose a tape device if you want to back up files and folders to a tape.
Note: If you have a supported tape backup drive that is detected by Backup, it appears at the bottom of the Backup destination for the backup window. If you do not have a tape drive, or your tape drive is not supported
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or detected, you can select a floppy disk drive or a location on your hard disk. If you want to back up your files to a network drive, you must map a drive letter to the network destination to which you want to back up your files. If you map a drive letter to a network drive, Backup displays it in the Backup destination for the backup window. 5
6
In Backup media or file name, do one of the following:
If you are backing up files and folders to a file, type a path and file name for the backup (.bkf) file, or click the Browse button to find a file.
If you are backing up files and folders to a tape, choose the tape you want to use.
Click Start Backup. Result: The Backup Job Information window appears.
7
Click Start Backup. Result: The Backup Progress window appears and informs you when the backup operation is finished.
8
Close all windows to complete the procedure.
If you want to be able to schedule backups, then you must ensure that you can back up all types of files with your backup tool without requiring that you manually copy any of them. For further details about using the Windows Backup Tool or other backup strategies, consult the Microsoft documentation at www.microsoft.com.
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Chapter 7
Managing Security In this chapter Overview
98
Overview
98
Supported file transfer protocols
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Overview For security purposes, the Media Application Server is locked down with a number of security features enabled to protect against virus and worm insertion. This chapter provides information about security issues specific to the Contact Center Service on the Media Application Server, and about supported file transfer protocols. For more information about security features that are preconfigured on the Media Application Server, consult the Nortel Multimedia Communication Server 5100, Media Application Server Network Deployment and Engineering Guide.
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Security issues specific to Media Application Services Introduction This section contains security issues that are specific to the Contact Center Service on the Media Application Server.
Security issues specific to Contact Center Service The Contact Center Service can be configured to accept signaling only from specific IP addresses and ports associated with those IP addresses. The following figure indicates how to configure trusted nodes. In this release the only trusted nodes are the SIP Application Module service address.
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The SIP Application Servers field contains the IP addresses of SIP Application modules from which the Contact Center Service accepts SIP messages. SIP messages from other endpoints are issued a SIP response UseProxy. The first SIP Application module listed in the SIP Application Servers field is used for all outgoing SIP requests that do not have an established session (this includes Instant Messages.)
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The license key is another critical part of the security of the Contact Center Service. The key is a byte string that is given to the service provider to use when configuring the system. The license key is node-locked to a specific server and contains the two Media Access Control (MAC) addresses for the server as well as the number of allowable G.711 and G.729 participants.
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Supported file transfer protocols Introduction For security purposes, the Media Application Server is locked down with a number of security features enabled to protect against virus and worm insertion. For this reason, the supported file transfer protocols for transferring files to the Media Application Server are limited to:
HTTP file transfers with Internet Explorer when transferring files to the Media Application Server
the use of an FTP client when transferring files from the Media Application Server to another location
the use of Internet Explorer and an external passive mode FTP server for transferring files to and from the Media Application Server
Transferring files to the Media Application Server Option 1 To transfer files to the Media Application Server, you can load the files to an HTTP server and then use Internet Explorer to transfer the files from the HTTP server to the Media Application Server. For further information about transferring files using HTTP server and Internet Explorer, consult Microsoft documentation at www.microsoft.com. Option 2 You can also use Internet Explorer and an external passive mode FTP server to transfer files to the Media Application Server. This method allows you to drag and drop files to and from the Media Application Server.
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Transferring files from the Media Application Server to another location Option 1 To transfer files from the Media Application Server to another location, you can use an FTP client using command line instructions on the Media Application Server. A passive FTP client is provided with the Media Application Server in the following directory::\Program Files\Nortel Networks\MAS\tools Option 2 You can also use Internet Explorer and an external passive mode FTP server to transfer files from the Media Application Server to another location. This method allows you to drag and drop files to and from the Media Application Server.
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Chapter 8
Troubleshooting In this chapter Trace logging on the Media Application Server
106
Troubleshooting problems with media files
110
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Trace logging on the Media Application Server Introduction On the Media Application Server there are six separate software components operating on the server to provide services on the Media Application Server. The components are:
Multimedia Conductor This component is a SIP user agent that provides a network signaling endpoint for accessing platform services
Multimedia Controller This component provides system monitoring capabilities and hosts multiple service execution environments.
Conference Media Processor This component provides conference media processing functions such as audio mixing, active speaker detection, voice activity detection, and automatic gain control.
Multimedia Content Store This component provides reliable content storage and related capabilities.
Interactive Voice Response Media Processor This component provides processing functions such as DTMF detection, announcements and prompts, and recording.
Stream Source This component provides continuous, channel-based audio streaming for Music on Hold and other related functions
If you experience problems with the Media Application Server, you can use trace log files to gather detailed information about the call flow to assist you with troubleshooting issues. This section details how to enable and review trace log files, and how to view error messages in Event Viewer.
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To enable trace logging on the Media Application Server Note: Trace logging must only be enabled when you are troubleshooting a problem. 1
Log on to the Media Application Server.
2
Click Start > Programs > Nortel Networks Media Server > Media Application Server Console. Result: The Nortel Networks MAS Console window appears.
3
In the left pane, click Control Panel. Result: A list of components appears in the right pane.
4
In the right pane, double-click the component that you want trace. Result: The Properties window appears.
5
Select Enable Tracing. Note: Enable Tracing must only be selected if you are troubleshooting a problem in the specified component.
6
Click OK.
7
Close all windows to complete the procedure.
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To review trace logging files 1
In Windows Explorer, browse to the Media Application Server installation directory. Note: The default directory is: Program Files\Nortel Networks\MAS
2
Double-click the folder of the component for which you want to review the trace logging file. The names of the component folders are as follows: ConfMP (Conference Media Processor component logs) CStore (Multimedia Content Store component logs) IvrMP (Interactive Voice Response Media Processor component logs) MediaController (Multimedia Controller component logs) Mmc (Multimedia Conductor component logs) Streamsource (Stream Source component logs)
3
In the appropriate component folder, double-click the file sdebug.txt. Result: The trace logging file appears.
Recommended order for checking trace log files The following is the recommended order for checking trace log files:
108
1.
Examine the SIP messages in the Multimedia Conductor trace log files.
2.
Examine the Media Controller trace log files to see where in the script the error occurred.
3.
If the Media Controller trace log files show that a request to the Conference Media Processor component did not elicit the correct response, then examine the Conference Media Processor trace log files.
4.
If the Media Controller trace log files show that a request to the Interactive Voice Response Media Processor component did not elicit the correct response, then examine the Interactive Voice Response Media Processor trace log files.
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To view error messages using Event Viewer If you do not enabled tracing, you can also view the error messages that automatically stored in Event Viewer. 1
Log on to the Media Application Server.
2
Click Start > Programs > Nortel Networks Media Server > Media Application Server Console. Result: The Nortel Networks MAS Console window appears.
3
In the left pane, click the plus (+) sign next to Event Viewer. Result: The folder expands.
4
In the Event Viewer folder, click Application. Result: A list of events and error messages appears in the right pane.
5
Double-click any event in the right pane for further details about the event properties.
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Troubleshooting problems with media files You cannot play a video Problem You cannot play video from the Media Application Server. Solution Check your configuration settings to ensure you enabled video. To enable video on the Media Application Server, click Contact Center > Configuration from the Media Application Server console. Check that the Video Enabled option is set to Yes. For details, see “To configure Contact Center application services,” on page 49.
You are having difficulty with IVR or with a .wav file Problem IVR or .wav files are not playing from the Media Application Server. Solution Ensure that the file was uploaded to the Media Application Server. To check that a file is uploaded to the Media Application Server 1
On the Media Application Server, click Start > Run.
2
In the Open box, type cmd.
3
Click OK.
4
At the command prompt, navigate to the Contact Center Prov folder in the Media Application Server installation directory. Note: The default directory is:\Program Files\Nortel Networks\MAS\tools\ContactCenterProv
5
List the media files that are uploaded to the Media Application Server by typing the following at the command prompt: ccprov list_locale_media <domain>
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6
Check the list to see if the file that you are having difficulty playing is listed.
7
If the file is not listed, use the following command to upload the media file from the hard drive to the content storage area: ccprov upload_locale_media <domain>
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Index
Index A about Announcements Service 66 Conference Media Processor 106 Conference Service 66 Contact Center Provisioning tool 76 Dialog Service 66 Interactive Voice Response Media Processor 106 Media Application Server 12 Multimedia Content Store 106 Multimedia Controller 106 Session Initiated Protocol (SIP) 12 SIP Contact Center 6.0 12 Stream Source 106 about Multimedia Conductor 106 access rights 11 Active Speaker Video Mode configuring 45 adding domains to Media Application Server 77 locales to Media Application Server 78 media announcements to Media Application Server 79 Media Application Server to CCMA 64 music files to Media Application Server 80 music genre types to Media Application Server 78 video files to Media Application Server 80 Agent Desktop 15 algorithm confirguring on Media Application Server 61 Announcement Service for recorded announcements description of 12 Announcements Service about 66 configuring 66 Anouncement Service for music description of 12
application license entering 42 audio recording software examples of 74
B backing up Media Application Server 94 barge in tone configuring 49 description of 47 batch file command using 80
C capacity specifications 26 commands for Contact Center Provisioning tool 82 Communications Control Toolkit 6.0 14 Conference Media Processor about 106 Conference Service about 66 configuring 66 configuring Active Speaker Video Mode 45 Announcements Service 66 Conference Service 66 Contact Center application services 49 Dialog Service 66 MCS5100 Media Application Server Contact Center Software options 47 Media Application Server options 45 media services and routes 66 Video Lock On First Party 45 Contact Center Agent Desktop 15 Contact Center application license
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Index
entering 42 Contact Center application services configuring 49 Contact Center License Manager 15 Contact Center Manager Administration 14 Contact Center Manager Server 14 Contact Center Provisioning tool about 76 list of commands 82 content storage area maintaining 82 on the Media Application Server 77 uninstalling 93 Conversation Space Service description of 12
D default announcement configuring 49 description of 47 default locale configuring 49 description of 47 Dialog Service about 66 configuring 66 DivX support 73 documents list of 18 domains adding to Media Application Server 77
E enabling trace logging 107 error messages viewing using Event Viewer 109 event viewer 109 experience required 17
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F file structure on the Media Application Server 77 uninstalling 93
H hardware specifications 24 how to get help 20 how to use this guide 16
I installing MCS5100 Media Application Server Contact Center software 39 Media Application Server platform 9.0 34 Interactive Voice Response Media Processor about 106 Interactive Voice Response Service description of 12
K key codes 11 knowledge required 17
L license Contact Center Application 42 license key entering 42 License Manager 11, 15 licensing requirements 11 locales adding to Media Application Server 78
Nortel Media Application Server
September 2006
M maintaining content storage area 82 MCS5100 Media Application Server - Contact Center software configuring 47 installing 39 uninstalling 91 media announcements adding to Media Application Server 79 Media Application Server 15 about 12 adding to Contact Center Manager Administration 64 backing up 94 configuring options 45 configuring selection algorithm 61 file structure 77 installing platform 9.0 34 software components 106 starting services 55 trace logging 106 uninstalling 90 uninstalling platform 9.0 91 upgrading 87 media files troubleshooting problems 110 media services and routes configuring 66 media treatments recording 74 specifications 75 Multimedia Communications Server 5100 (MSC5100) 15 PC client 15 Multimedia Conductor about 106 Multimedia Content Store about 106 Multimedia Controller about 106 Multimedia Treatment Services description of 13 music files adding to Media Application Server 80
Index
music genre type adding to Media Application Server 78
N network components 14
O observation timer configuring 49 description of 48 observation tone configuring 49 description of 48
P platform 9.0 installing 34 uninstalling 91 port usage 26 prerequisites for installing the Media Application Server 30
R recording media treatments 74 related documents 18 required skills, experience, knowledge 17 requirements software 25 rights access 11
S security issues 99 specific for Contact Center Service 99 selection algorithm configuring 61
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Index
server hardware specifications 24 server software requirements 25 services starting 55 Session Initiated Protocol (SIP) about 12 SIP Contact Center 6.0 about 12 skills you need 17 software components on Media Application Server 106 software requirements 25 specifications for audio and video media treatments 75 hardware 24 starting Media Application Server services 55 storage areas on the Media Application Server 77 Stream Source about 106 support technical 20
Standard 1.0
Media Application Server 90 Media Application Server platform 9.0 91 upgrading Media Application Server 87
V video enabled configuring 49 description of 48 video files adding to Media Application Server 80 Video Lock On First Party configuring 45 video recording software examples of 74 viewing error messages using Event Viewer 109
W where to start in this guide 16 who should read this guide 11
T technical support 20 trace logging enabling 107 on Media Application Server 106 recommended order for checking files 108 reviewing files 108 Treatments Service description of 12 troubleshooting 106 Media Application Server software components 106 problems with media files 110
U uninstalling content storage area 93 MCS5100 Media Application Server Contact Center software 91 116
Nortel Media Application Server
Reader Response Form Media Application Server Product release 6.0 Installation and Configuration Guide for Contact Center 6.0
Tell us about yourself: Name: Company: Address: Occupation:
1.
What is your level of experience with this product? New user
2.
Intermediate
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Programmer
Reference
Problem solving
How do you use this book? Learning
3.
Phone:
Procedural
Did this book meet your needs? Yes
No
If you answered No to this question, please answer the following questions.
4.
What chapters, sections, or procedures did you find hard to understand? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________
5.
What information (if any) was missing from this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________
6.
How could we improve this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ 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.
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 RReead
Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0 Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2006 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 Media Application 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:
297-2183-227 6.0 Standard 1.0 September 2006
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0 Standard version: CS 1000, SIP/Preliminary version: CS 2100
Product release 6.0
Standard 1.0
September 2006
Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0
Product release: Document release: Date:
6.0 Standard 1.0 September 2006
Copyright © 2006 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel 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 Media Application Server is proprietary to Nortel. 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 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 and third-party trademarks. *Nortel, the Nortel logo, the Globemark, CallPilot, DMS, IVR, Meridian, Meridian 1, Meridian Mail, Optivity, Succession, and Symposium are trademarks of Nortel. SPORTSTER and US ROBOTICS are trademarks of 3Com Corporation. CITRIX, METAFRAME, and METAFRAME XP are trademarks of Citrix Systems, Inc. TRUE DBGRID is a trademark of ComponentOne, L.L.C. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. HEWLETT PACKARD and HP are trademarks of Hewlett-Packard Company. CELERON, INTEL XEON, ITANIUM, PENTIUM, PENTIUM II XEON, and XEON are trademarks of Intel Corporation. ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MS-DOS, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft Corporation. WINZIP is a trademark of Nico Mak Computing, Inc.
OLECTRA is a trademark of Sitraka Inc. SYBASE is a trademark of Sybase, Inc. PCANYWHERE is a trademark of Symantec Corporation. VERISIGN is a trademark of VeriSign, Inc. VERITAS is a trademark of Veritas Operating Corporation.
Revision history September 2006
The Standard 1.0 version of the Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0 is released.
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Contents 1
Getting Started Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Media Application Server and SIP Contact Center 6.0 . . . . . . . . . . . . Network Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2
Installation Overview Server hardware specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Capacity specifications and port usage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . What you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Before you begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3
10 12 14 16 17 18 20
23 24 25 26 28 30
Installing and configuring the Media Application Server 31 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1. Read relevant documentation before performing a new installation . Step 2. Install MAS Platform software on the server . . . . . . . . . . . . . . . . . . . Step 3. Install the MCS5100 MAS - Contact Center Software . . . . . . . . . . . Step 4. Enter the Contact Center Application license. . . . . . . . . . . . . . . . . . . Step 5. Configure Media Application Server options. . . . . . . . . . . . . . . . . . . Step 6. Configure MCS5100 MAS - Contact Center Software options . . . . . Step 7. Start the Media Application Server services . . . . . . . . . . . . . . . . . . .
4
9
Configuring MAS using CCMA Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1. Configure MAS selection algorithm. . . . . . . . . . . . . . . . . . . . . . . . . . Step 2. Add the Media Application Server to CCMS. . . . . . . . . . . . . . . . . . . Step 3. Configure Media Services and Routes . . . . . . . . . . . . . . . . . . . . . . . .
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59 60 61 64 66
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5
Creating and storing media treatments
71
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 1. Install client PC and DivX support. . . . . . . . . . . . . . . . . . . . . . . . . . . Step 2. Record media treatments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 3. Store treatments using the Contact Center Provisioning Tool . . . . . .
6
Maintaining the Media Application Server
85
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Determining the software versions on the MAS. . . . . . . . . . . . . . . . . . . . . . . Upgrading the Media Application Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . Uninstalling the Media Application Server . . . . . . . . . . . . . . . . . . . . . . . . . . Backing up the Media Application Server . . . . . . . . . . . . . . . . . . . . . . . . . . .
7
Managing Security
72 73 74 76
86 87 89 90 94
97
Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Security issues specific to Media Application Services . . . . . . . . . . . . . . . . . 99 Supported file transfer protocols. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
8
Troubleshooting
105
Trace logging on the Media Application Server. . . . . . . . . . . . . . . . . . . . . . 106 Troubleshooting problems with media files . . . . . . . . . . . . . . . . . . . . . . . . . 110
Index
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113
viii
Chapter 1
Getting Started In this chapter Overview
10
About Media Application Server and SIP Contact Center 6.0
12
Network Components
14
How to use this guide
16
Skills you need
17
Related documents
18
How to get help
20
Installation and Configuration Guide for Contact Center 6.0
9
Getting Started
Standard 1.0
Overview Introduction This guide provides information and procedures to help you complete the following tasks:
10
installing the Media Application Server Platform on the Media Application Server
installing the MCS5100 Media Application Server - Contact Center Software on the Media Application Server
configuring the MCS5100 Media Application Server - Contact Center Software
configuring the Media Application Server on Contact Center Manager Administration
creating and storing media treatments
Media Application Server
September 2006
Getting Started
Who should read this guide This guide is intended for:
Nortel installers and distributors who are responsible for installing and configuring Media Application Server
administrators who are responsible for monitoring and maintaining the Media Application Server.
Access rights This guide assumes that you have the administrator privileges and access rights required to perform the procedures in this guide.
Licensing requirements To complete the procedures in this guide, you require a valid license key for the MCS5100 Media Application Server - Contact Center Software.
Installation and Configuration Guide for Contact Center 6.0
11
Getting Started
Standard 1.0
About Media Application Server and SIP Contact Center 6.0 Session Initiated Protocol (SIP) is the latest development in contact center technology. The Nortel SIP Contact Center technology enables converged voice and multimedia services such as voice-enriched eCommerce, Web page click-todial, and instant messaging with buddy lists, personalized music, and customized video clips. The Media Application Server is a mandatory component of the Nortel SIP Contact Center data network. For SIP Contact Center, the Media Application Server acts as the termination and origination point for real-time transport protocol (RTP) streams between the customer, media treatments and agents. To use the Media Application Server in a SIP Contact Center, you must install the MCS5100 Media Application Server - Contact Center Software on the Media Application Server. This application provides the following services to the contact center contacts: Conversation Space Service All contact center calls are conferences anchored on this service. Treatments Service This service provides the tones that Contact Center Manager Server invokes throughout the lifetime of the call (for example, ringback and busy). Announcement Service for recorded announcements (RAN) The announcement service can also be internationalized on the Media Application Server using a locale header. Announcement Service for Music This service is used for audio files. Interactive Voice Response (IVR) Service This service provides prerecorded IVR announcements for use within the contact center scripting. (for example, Play Prompt/Collect Digits.)
12
Media Application Server
September 2006
Getting Started
Multimedia Treatment Services These are prerecorded services for Web Push and Instant Messaging (IM) treatments. These features are added to provide advanced services in controlled environments such as:
Internal Helpdesks where all clients are Multimedia Communications Server (MCS) based
Kiosks where the customer interface is a Multimedia Communications Server (MCS) client.
Installation and Configuration Guide for Contact Center 6.0
13
Getting Started
Standard 1.0
Network Components Introduction This section describes the data network components of the Nortel SIP Contact Center.
Network Components The following data network components are mandatory for the Nortel SIP Contact Center: Contact Center Manager Server The Contact Center Manager Server controls the logic for call processing, call treatment, call handling, call presentation, and the accumulation of data into historical and real-time databases. Refer to the Contact Center Manager Server Installation and Maintenance Guide for details about installing and configuring the Contact Center Manager Server for SIP. Contact Center Manager Administration The Contact Center Manager Administration server is the middle layer that communicates with the Contact Center Manager Server and makes information available to the client machines. Refer to the Contact Center Manager Administration Installation and Maintenance Guide for details about installing and configuring the server software for Contact Center Manager Administration. Communications Control Toolkit 6.0 The Communications Control Toolkit is a server and client application you use to implement Computer Telephony Integration (CTI) for installed and browserbased client integrations. When used with switches, the Communications Control Toolkit facilitates the integration of contact center, direct-connect, and non-Nortel switch solutions with third-party components including software phones, agent telephony toolbars, or call management applications. In the SIPenabled Contact Center, the Communications Control Toolkit integrates the contact center users with the SIP CTI on the CS1000 Signalling server. Refer to the Communication Control Toolkit Installation and Maintenance Guide for details on how to install and configure the Communication Control Toolkit. 14
Media Application Server
September 2006
Getting Started
Contact Center Agent Desktop The Contact Center Agent Desktop is installed on the Contact Center Multimedia server and provides a unified agent interface to handle voice, e-mail, and web communication contacts. You can access the Contact Center Agent Desktop by typing a URL address in Windows Explorer and Internet Explorer. For information about installing the CCAD in a telephony based or SIP contact center, see the Communication Control Toolkit Installation and Maintenance Guide. Contact Center 6.0 License Manager License Manager provides central control and administration of application licensing for all of the components of Contact Center - Release 6.0. Refer to the Contact Center Manager Server Installation and Maintenance Guide for details about installing and configuring License Manager. Multimedia Communications Server 5100 for Enterprise (MCS5100) and Multimedia Communications Server PC client The MSC5100 and PC client is a multimedia platform based on Session Initiation Protocol (SIP). The MSC5100 enables advanced IP-based capabilities, such as multimedia (video conferencing and calling, picture caller ID); collaboration (conferencing, white boarding, file exchange, co-Web browsing); personalization (call screening, call logs, call management and routing - find me, follow me); presence and instant messaging. Refer to the Multimedia Communications Server documentation suite for details about installing and configuring the MCS5100. Nortel Media Application Server Media Application Server acts as the termination and origination point for realtime transport protocol (RTP) streams between the customer, media treatments and agents. This guide provides the procedures to install and configure the Media Application Server.
Installation and Configuration Guide for Contact Center 6.0
15
Getting Started
Standard 1.0
How to use this guide Introduction This guide covers topics such as installing and configuring the Media Application Server, backing up and restoring data, and maintaining the server. This guide includes a detailed table of contents to help you find specific information or procedures related to server installation and maintenance. The “Where to start in this guide” section focuses only on the most common tasks. If the task you want to perform is not listed here, use the table of contents to find the information you need.
Where to start in this guide The following table describes where to start for common procedures: If you want to do this
Start here
Install Media Application Server Platform on the server
Chapter 3, “Installing and configuring the Media Application Server.”
Install MCS5100 Media Application Server - Contact Center Software
Chapter 3, “Installing and configuring the Media Application Server.”
Configure MCS5100 Media Application Server - Contact Center Software options
Chapter 3, “Installing and configuring the Media Application Server.”
Configure the Media Chapter 4, “Configuring MAS using CCMA.” Application Server on Contact Center Manager Administration Create and store media treatments
16
Chapter 5, “Creating and storing media treatments.”
Media Application Server
September 2006
Getting Started
Skills you need Introduction 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:
Client/server architecture
LAN/WAN networking
network security and management
Internet Protocols (IP)
Windows 2000
performance management
troubleshooting
Installation and Configuration Guide for Contact Center 6.0
17
Getting Started
Standard 1.0
Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel web site (www.nortel.com).
18
For information about Refer to
NTP number
Planning and Contact Center Planning and engineering guidelines, Engineering Guide and server requirements
297-2183-934
The Contact Center portfolio
Contact Center What’s New in Release 6.0
297-2183-227
Required installation and server data
Contact Center Installer’s Roadmap (see www.nortel.com/pic)
297-2183-226
Switch configuration
SIP Contact Center Switch Configuration Guide
297-2183-962
Server operating system Contact Center Manager Server configuration and Technical Requirements and requirements Operating System Configuration Guide
297-2183-212
Contact Center Manager Server Technical Requirements and Operating System Configuration Guide for the coresident server
297-2183-944
Contact Center Manager Administration Technical Requirements and Operating System Configuration Guide
297-2183-213
Communication Control Toolkit Server Technical Requirements and Operating System Configuration Guide
297-2183-215
Media Application Server
September 2006
Getting Started
For information about Refer to
Contact Center Multimedia Server Technical Requirements and Operating System Configuration Guide
NTP number
297-2183-214
Contact Center 6.0 Security Guide Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List Installation, upgrades, migration, and maintenance
Contact Center Manager Server Installation and Maintenance Guide
297-2183-925
Contact Center Manager Administration Installation and Maintenance Guide
297-2183-926
Communication Control Toolkit Installation and Maintenance Guide
297-2183-946
Contact Center Multimedia Installation and Maintenance Guide
297-2183-929
Scripting
Contact Center – Manager Scripting Guide for Communication Server 1000/Meridian 1 PBX
297-2183-930
Administering contact centers
Contact Center – Manager Administrator’s Guide
297-2183-927
Installation and Configuration Guide for Contact Center 6.0
19
Getting Started
Standard 1.0
How to get help This section explains how to get help for Nortel products and services. However, before contacting Nortel for support, consult Chapter 8, “Troubleshooting.”
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 located at http:// www.nortel.com/espl.
Latest documentation The Nortel page for Contact Center documentation 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 Technical Support web site: 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:
20
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 Technical Support web site and Nortel Knowledge Base for answers to technical issues
open and manage technical support cases
Media Application Server
September 2006
Getting Started
Getting help over the phone from a Nortel Solutions Center If you do not find the information you 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.
Installation and Configuration Guide for Contact Center 6.0
21
Getting Started
22
Standard 1.0
Media Application Server
Chapter 2
Installation Overview In this chapter Server hardware specifications
24
Server software requirements
25
Capacity specifications and port usage
26
What you need
28
Before you begin
30
Installation and Configuration Guide for Contact Center 6.0
23
Installation Overview
Standard 1.0
Server hardware specifications Introduction The Media Application Server is a hardware and software solution. When you purchase the Media Application Server, you receive an IBM x336 server with an Windows 2000 operating system image preinstalled. The required software for using the Media Application Server in a SIP Contact Center are provided on the Media Application Server Platform CD and the Contact Center 6.0 installation DVD. The required software must be installed on the Media Application Server using the procedures in this guide.
Hardware specifications The following table lists the specifications of the IBM x336 server. IBM x336 server
CPU
2x 3.6 Ghz
Hyperthreading
Disabled
Chipset
800 Mhz FSB
RAM
1GB
Hard drive
73GB 10k rpm SCSI
Optical drive
CD-RW/DVD-Rom
Floppy drive
None
Power supply
Dual A/C
Network
2x 10/100/1000 Mbps Ethernet
For more detailed information about the hardware specifications and hardware installation procedures for th x336 server, consult the IBM xSeries 336 Installation Guide that is shipped with the server.
24
Media Application Server
September 2006
Installation Overview
Server software requirements Introduction The Media Application Server is shipped with the required Windows 2000 operating system image preinstalled.
Software requirements In addition to the Media Application Server with the required operating system image preinstalled, you require the following software applications installed on the server:
Media Application Server Platform software
MCS5100 Media Application Server - Contact Center Software
To record custom media treatments, you require audio and video recording/ editing software. Nortel recommends Nortel Media Processing Server Studio for audio recording. Alternatively, you can use a third party audio and video recording/ editing software.
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Installation Overview
Standard 1.0
Capacity specifications and port usage Introduction Each Media Application Server has capacity specifications that you must take into consideration when planning the number of Media Application Servers required for your SIP Contact Center network. This section details he capacity specifications for each Media Application Server.
Capacity specifications The following specifications are for one Media Application Server: Agent to Customer Conference protocols Capacity
G.711, 20ms ptime
350 ports Note: This supports 175 agents.
G.729, 20ms ptime
220 ports Note: This supports 110 agents.
Audio Tones, Music, Announcements
Maximum number of conference channels (for any codec)
Capacity
500 channels Note: Does not include video support impacts
Maximum busy hour call attempts 14,400 calls per hour (or 4 calls per second) can be established and (for any codec) disconnected to one Media Application Server 26
Media Application Server
September 2006
Installation Overview
Audio Tones, Music, Announcements
Capacity
Music on hold recordable hours
332 hours or 20 GB
Announcements recordable hours
332 hours or 20 GB
Port Usage The SIP-UDP Port number of the SIP-CCMS and the SIP port number of the Media Application Server is 5060 by default. Nortel recommends that you do not change the default port settings. To connect to the network, use Ethernet port 1 on the Media Application Server.
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Installation Overview
Standard 1.0
What you need Equipment, software and licensing To complete the procedures in this guide, you must have the following:
a preconfigured IBM x336 server purchased from Nortel
the Media Application Server Platform CD
the MCS5100 Media Application Server - Contact Center Software (located on the Contact Center 6.0 installation DVD)
a license file for the desired functionality
Note: To record custom media treatments, you require audio and video recording/ editing software. Nortel recommends Nortel Media Processing Server Studio for audio recording. Alternatively, you can use a third party audio and video recording/ editing software.
Information checklist You require the following information to complete the Media Application Server installation and configuration procedures: Item
Enter your information here
IP address of the SIP-CCMS Default SIP-UDP Port number of the SIP- 5060 CCMS MCS5100 Media Application Server Contact Center Software license key
Note: This is provided by Nortel or your distributor.
the name of the Media Application Server the IP address of the Media Application Server Default SIP port number of the Media Application Server 28
5060
Media Application Server
September 2006
Item
Installation Overview
Enter your information here
the domain name specified in the SIPCCMS Configuration utility
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Installation Overview
Standard 1.0
Before you begin Before you begin the installation of the Media Application Server, you must complete the following steps:
30
1.
Install and configure Contact Center Manager Server for SIP. For details about how to install and configure Contact Center Manager Server for SIP, refer to the Contact Center Manager Server Installation and Maintenance Guide.
2.
Install and configure Contact Center Manager Administration. For details about how to install and configure Contact Center Manager Administration, consult the Contact Center Manager Administration Installation and Maintenance Guide.
3.
Install the IBM x336 server hardware according to the procedures documented in the IBM xSeries 336 Installation Guide that is shipped with the Media Application Server.
4.
Install and configure the Multimedia Communications Server 5100 for Enterprise (MCS5100). For details on installing and configuring the MCS5100, consult the Multimedia Communications Server documentation suite.
Media Application Server
Chapter 3
Installing and configuring the Media Application Server In this chapter Overview
32
Step 1. Read relevant documentation before performing a new installation 33 Step 2. Install MAS Platform software on the server
34
Step 3. Install the MCS5100 MAS - Contact Center Software
39
Step 4. Enter the Contact Center Application license
42
Step 5. Configure Media Application Server options
45
Step 6. Configure MCS5100 MAS - Contact Center Software options
47
Step 7. Start the Media Application Server services
55
Installation and Configuration Guide for Contact Center 6.0
31
Installing and configuring the Media Application Server
Standard 1.0
Overview This chapter contains the procedures for the following tasks:
32
1.
Installing the Media Application Server Platform
2.
Installing the MCS5100 Media Application Server - Contact Center Software
3.
Configuring the MCS5100 Media Application Server - Contact Center Software
Media Application Server
September 2006
Installing and configuring the Media Application Server
Step 1. Read relevant documentation before performing a new installation Before performing an installation, check for any Installation Addenda or updated customer documentation on the Nortel web site at www.nortel.com, or the Partner Information Center web site at www.nortel.com/pic.
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Installing and configuring the Media Application Server
Standard 1.0
Step 2. Install MAS Platform software on the server To install MAS Platform on the server 1
Insert the Media Application Server Platform CD into the drive.
2
Launch the Media Application Server Platform installation wizard by double-clicking the following file: MAS_Platform_9.X.XXX.exe Result: The system prepares to install the software, followed by the InstallShield Welcome Screen.
34
Media Application Server
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3
Installing and configuring the Media Application Server
Click Next. Result: The License Agreement page appears.
4
Read the license agreement and click I accept the terms of the license agreement.
5
Click Next. Result: The Network Information window appears.
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Installing and configuring the Media Application Server
6
Standard 1.0
In the IP Addresses and Ports box, enter the IP address and SIP UDP Port of the SIP Contact Center Manager Server. Example: 10.10.10.12:5060 Note: Only one Contact Center Manager Server can be associated with one Media Application Server.
7
Click Next. Result: The Primary Destination folder window appears.
36
Media Application Server
September 2006
8
Installing and configuring the Media Application Server
If you want to change the default destination folder, click Change. If you want to accept the default destination folder, click Next. Result: The Content Storage Destination folder appears.
9
If you want to change the default destination folder, click Change. If you want to accept the default destination folder, click Next. Result: The Ready to install window appears.
Installation and Configuration Guide for Contact Center 6.0
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Installing and configuring the Media Application Server
10
Standard 1.0
Click Install. Result: The system installs the software and the InstallShield Wizard Completed windows appears.
11
Click Finish. Result: The system prompts you to restart the system for the configuration changes to take effect.
12
Click Yes. Result: The system restarts and the new configuration settings take effect.
38
Media Application Server
September 2006
Installing and configuring the Media Application Server
Step 3. Install the MCS5100 MAS - Contact Center Software To install the MCS5100 Media Application Server - Contact Center Software Notes:
Before completing this procedure, you must install the MAS Platform software. For details about installing MAS Platform, see “Step 2. Install MAS Platform software on the server,” on page 34.
Nortel recommends that you check www.nortel.com/espl for more recent versions of the MCS5100 MAS - Contact Center software that may have been released since the release of the Contact Center 6.0 installation DVD.
1
Insert the Contact Center 6.0 installation DVD into the drive.
2
In Windows Explorer, browse to the CC_MAS_App folder of the installation DVD.
3
In CC_MAS_App folder, double-click setup.exe. Result: The system prepares to install the software, followed by the InstallShield Welcome Screen.
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Installing and configuring the Media Application Server
4
Standard 1.0
Click Next. Result: The License Agreement window appears.
5
Read the license agreement and click I accept the terms of the license agreement.
6
Click Next. Result: The Ready to Install the program window appears.
40
Media Application Server
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7
Installing and configuring the Media Application Server
Click Install. Result: The system installs the software followed by the InstallShield Wizard Completed window.
8
Click Finish.
9
Close all windows to complete the procedure.
Installation and Configuration Guide for Contact Center 6.0
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Installing and configuring the Media Application Server
Standard 1.0
Step 4. Enter the Contact Center Application license Introduction Before you can use the Media Application Server, you must enter a valid license key. Obtain the license key from Nortel or from your distributor upon purchase.
To enter the Contact Center Application license 1
On the Media Application Server, click Start > Programs > Nortel Networks Media Server > Media Application Server Console. Result: The Media Application Server Console appears.
2
In the left pane, click the plus (+) sign next to Services. Result: The Services folder expands.
42
Media Application Server
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3
Installing and configuring the Media Application Server
In the Services folder, click the plus (+) sign next to System. Result: The System folder expands.
4
Click the Configuration folder. Result: A list of Configuration properties appears in the right pane.
Installation and Configuration Guide for Contact Center 6.0
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Installing and configuring the Media Application Server
5
Standard 1.0
In the Property list, double-click License Key. Result: The License Key properties window appears.
6
In the Value box, enter your valid license key.
7
Click OK. Result: The License Key Properties window disappears.
8
44
Close all windows to complete the procedure.
Media Application Server
September 2006
Installing and configuring the Media Application Server
Step 5. Configure Media Application Server options Introduction On the Media Application Server, you must configure the following options as described below:
Active Speaker Video Mode = NO
Video Lock On First Party = NO
To configure Media Application Server options 1
On the Media Application Server, click Start > Programs > Nortel Networks Media Server > Media Application Server Console. Result: The Media Application Server Console appears.
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Installing and configuring the Media Application Server
2
Standard 1.0
In the left pane, click the plus (+) sign next to Services. Result: The Services folder expands.
3
In the Services folder, click the plus (+) sign next to System. Result: The System folder expands.
4
Click the Configuration folder. Result: A list of Configuration properties appears in the right pane.
46
5
In the Property list, set the value of Active Video Speaker Mode to No.
6
In the Property list, set the value of Video Lock on First Party to No.
7
Close all windows to complete the procedure.
Media Application Server
September 2006
Installing and configuring the Media Application Server
Step 6. Configure MCS5100 MAS - Contact Center Software options Introduction The Contact Center Application for Media Application Server includes five options that you can configure on the server. You can configure these options before or after using the Contact Center provisioning tool to provision the media files. If you do not configure these options, the Media Application Server retains the default values. For details about configuring or changing this options, refer to “To configure Contact Center application services,” on page 49. The five options are: 1.
Barge in Tone The Barge in Tone option provides you with the option to play a tone when supervisors join an agent call. By default, the Barge in Tone option is enabled (that is, the default value is set to YES).
2.
Default Announcement The Default Announcement option identifies a default announcement file that plays when a Contact Center script terminates unexpectedly. By default, the Default Announcement option is disabled (that is, there is no value entered in the Default Announcement option).
3.
Default Locale The Default Locale option sets the default locale to be used to play the treatments or announcements. By default, the Default Locale option is set to English (that is, the locale value is set to en_us).
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Installing and configuring the Media Application Server
4.
Standard 1.0
Observation Timer/ Observation Tone The Observation Timer/ Observation Tone option provides you with the option to play a tone and specified intervals when supervisors are observing an agent call. By default, the Observation Tone option is enabled, and the interval between tones is set to 5001 milliseconds.
5.
Video enabled The Video enabled option provides you with the option to allow video announcements or video IVR treatments. By default, the Video enabled option is disabled (that is, the default value is set to NO).
Note: Your Media Application Server licence key must include licensing for video to enable the video option. Use the Configuration service on the Media Application Server console to configure the features according to the needs of your contact center.
48
Media Application Server
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Installing and configuring the Media Application Server
To configure Contact Center application services 1
On the Media Application Server, click Start > Programs > Nortel Networks Media Server > Media Application Server Console. Result: The Media Application Server Console appears.
2
In the left pane, click the plus (+) sign next to Services. Result: The Services folder expands.
3
In the Services folder, click the plus (+) sign next to Contact Center. Result: The Contact Center folder expands.
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Installing and configuring the Media Application Server
4
Standard 1.0
Click the Configuration folder. Result: A list of features appears in the right pane.
5
In the right pane, double-click Barge In Tone (YES/NO). Result: The Barge In Tone Properties window appears.
50
Media Application Server
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6
Installing and configuring the Media Application Server
If you want a tone to play immediately before a Supervisor barges in to a call, type Yes is the Value box. or If you do not want a tone to play immediately before a Supervisor barges in to a call, type No in the Value box.
7
Click Apply.
8
Click OK. Result: The list of features reappears in the right pane.
9
In the right pane, double-click Default Announcement. Result: The Default Announcement Properties window appears.
10
If you want to use the Default Announcement feature, type the name of default media to be played by the Announcement service in the Value box (for example, welcome.wav) and click Apply, and then OK. or If you do not want to use the Default Announcement feature, click OK. Result: The list of features reappears in the right pane.
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Installing and configuring the Media Application Server
11
Standard 1.0
In the right pane, double-click Default Locale. Result: The Default Locale Properties window appears.
12
If you want to use the Default Locale feature, enter the locale in the Value box (for example, en_us) and click Apply, and then OK. or If you do not want to use the Default Locale feature, click OK. Result: The list of features reappears in the right pane.
13
In the right pane, double-click Observation Timer (ms). Result: The Observation Timer Properties window appears.
14
52
If you want to use the Observation Tone feature, enter the interval (in milliseconds) for the periodic observation tone in the Value box and click Apply, and then OK.
Media Application Server
September 2006
Installing and configuring the Media Application Server
or If you do not want to use the Observation Tone feature, click OK. Result: The list of features reappears in the right pane. 15
In the right pane, double-click Observation Tone (YES/NO). Result: The Observation Tone Properties window appears.
16
If you want to enable the Observation Tone feature, type Yes in the Value box and click Apply, then OK. or If you do not want to enable the Observation Tone feature, click OK. Result: The list of features reappears in the right pane.
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Installing and configuring the Media Application Server
17
Standard 1.0
In the right pane, double-click Video Enabled (YES/NO). Result: The Video Enabled Properties window appears.
18
If you want to enable video announcements or video IVR treatments, type Yes in the Value box and click Apply. or If you do not want to enable video announcements or video IVR treatments, type No in the Value box. Note: Your Media Application Server licence key must include licensing for video to enable the video option.
19
Click OK. Result: The list of features reappears in the right pane.
20
54
Close all windows to complete the procedure.
Media Application Server
September 2006
Installing and configuring the Media Application Server
Step 7. Start the Media Application Server services Introduction For your new Media Application Services configuration to take effect, you must start the services.
To start Media Application Server services 1
On the Media Application Server, click Start > Programs > Nortel Networks Media Server > Media Application Server Console. Result: The Media Application Server Console appears.
2
In the left pane, right-click Control Panel. Result: The Control Panel menu appears.
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Installing and configuring the Media Application Server
3
Standard 1.0
From the Control Panel menu, select View System Components. Result: The System Components are listed in the right pane. All components have an icon with a red X.
4
In the left pane, right-click Control Panel. Result: The Control Panel menu appears.
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Installing and configuring the Media Application Server
From the Control Panel menu, click Operations > Start. Note: If you started the services previously, click Operations > Restart. Result: The system starts the services. When all services are successfully started, the icons next to the components in the right pane changes to green.
Note: If any of the services do not start, take note of the name of the service that does not start. Follow the instructions in “To enable trace logging on the Media Application Server,” on page 107 to enable trace logging for that service. If you are unable to resolve the problem, contact Nortel Technical Support. 6
Close all windows to complete the procedure.
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Installing and configuring the Media Application Server
58
Standard 1.0
Media Application Server
Chapter 4
Configuring MAS using CCMA In this chapter Overview
60
Step 1. Configure MAS selection algorithm
61
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64
Step 3. Configure Media Services and Routes
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Overview Before you can use a newly installed Media Application Server, you must use Contact Center Manager Administration to configure the new Media Application Server. To configure the Media Application Server in Contact Center Manager Administration, you must complete three tasks: 1.
Select the Media Application Server algorithm.
2.
Add the new Media Application Server to Contact Center Manager Server using Contact Center Manager Administration.
3.
Associate applicable Media Services with the new Media Application Server.
This section documents detailed procedures for each of these configuration tasks using Contact Center Manager Administration.
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Step 1. Configure MAS selection algorithm Introduction This step is only required if you have more than one Media Application Server in your SIP Contact Center network. If you only have one Media Application Server, you can skip this step and proceed directly to “Step 2. Add the Media Application Server to CCMS,” on page 64. In this step, you must select the algorithm that determines the next Media Application Server to handle a treatment request from a Contact Center Manager Server script.
To configure Media Application Server selection algorithm 1
Log on to Contact Center Manager Administration with administrator privileges.
2
From the Contact Center Manager Administration Launchpad, select Configuration. Result: The Configuration window appears.
3
In the left pane, click the plus (+) sign next to the Contact Center Manager Server. Result: The Configuration options for the Contact Center Manager Server appear below the server name.
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From the list Configuration options for the Contact Center Manager Server, click Global Settings. Result: The Global Settings window appears.
5
In the Agent Order Preference box, select your desired preference for call distribution to agents from the drop-down menu. Note: Choose Longest total time in idle state since login if you want calls to be presented to the agent who has accumulated the most idle time since logging on. Choose Longest time in idle state since the last status change if you want calls to be presented to the agent who has accumulated the most idle time since his or her status change. Choose Longest total time since last CDN/ACD call if you want calls to be presented to the agent with the longest elapsed time since handling a CDN/ACD call.
6
In the Selection Algorithm box, select Linear or Round Robin. Note: If you select Linear, all treatment requests are directed to the same Media Application Server until capacity is reached. If you select Round Robin, treatment requests are balanced across all Media Application Servers.
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Configuring MAS using CCMA
Click Submit. Result: Text appears in the lower portion of the window, indicating the global settings are updated successfully.
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Step 2. Add the Media Application Server to CCMS To add the Media Application Server to Contact Center Manager Server using Contact Center Manager Administration 1
Log on to Contact Center Manager Administration with administrator privileges.
2
From the Contact Center Manager Administration Launchpad, select Configuration. Result: The Configuration window appears.
3
In the left pane, click the plus (+) sign next to the Contact Center Manager Server. Result: The Configuration options for the Contact Center Manager Server appear below the server name.
4
From the list Configuration options for the Contact Center Manager Server, click Media Servers. Result: The Media Servers window appears.
5 64
In the Server Name box, type the name of the Media Application Server. Media Application Server
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6
In the IP Address box, type the IP address of the Media Application Server.
7
In the Port Number box, type 5060 in the SIP port number of the Media Application Server.
8
Ensure that the Transport box is set to UDP.
9
Ensure that a checkbox appears in the Enable box.
10
Click Refresh Status.
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Step 3. Configure Media Services and Routes Introduction After you add the Media Application Server to Contact Center Manager Server using Contact Center Manager Administration, you must define the services and routes associated with the Media Application Server, and the priority of the recently added Media Application Server in relation to other Media Application Servers in the network. Nortel provides three preconfigured services that are mandatory for the Media Application Server. These services are SIP addresses that are configured on the Contact Center Manager Server. For further details about configuring the SIP addresses for the preconfigured services, consult the Contact Center Manager Server Installation and Maintenance Guide. The preconfigured services on the Media Application Server are: Conference Service (CONF) This service is an ad-hoc conference with contact center specializations such as:
ability to selectively mute and unmute to support supervisor features such as Barge in Tone and Observe
ability to transfer Dual Tone Multi Frequency (DTMF) digits across the conference from the customer to the IVR service
ability to identify when a supervisor has joined a call
Announcements Service (ANNC) This service provides the ability to invoke tones, music, and recorded announcements (RAN). These services are invoked by scripting commands such as GIVE RAN, GIVE MUSIC, GIVE RINGBACK and so on. For details about invoking the announcements service using scripting, consult the Scripting Guide. Dialog Service (DIALOG) The Dialog service supports advanced media treatments including:
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Interactive Voice Response (IVR) features such as Play Prompt and Collect Digit and Play Prompt)
Send Instant Message (IM) and Web Push
Estimated Wait Time and Time in Queue announcements
The Dialog service is invoked use the GIVE IVR scripting command. For details about invoking the Dialog service using scripting, consult the Scripting Guide.
To configure Media Services Assignment Note: You must associate at least one Media Application Server with each of the pre-configured services. Services are enabled by keycode on the Media Application Server during the installation. 1
Log on to Contact Center Manager Administration with administrator privileges.
2
From the Contact Center Manager Administration Launchpad, select Configuration. Result: The Configuration window appears.
3
In the left pane, click the plus (+) sign next to the Contact Center Manager Server. Result: The Configuration options for the Contact Center Manager Server appear below the server name.
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From the list Configuration options for the Contact Center Manager Server, click Media Services and Routes. Result: The Media Services and Routes window appears.
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5
In the Service Name box, select ANNC.
6
Ensure that the checkbox next to Use Proxy Server is cleared.
7
From the Available box, select the Media Application Server that you want associated with the Announcements service.
8
Use the arrow key to move the selected Media Application Server to the Selected box.
9
Repeat steps 6 - 8 for each Media Application Server that you want to associate with the Announcements service.
10
Use the Rank arrow buttons to list the selected Media Application Servers in order or priority.
11
Click Submit.
12
In the Service Name box, select DIALOG.
13
Ensure that the checkbox next to Use Proxy Server is cleared.
14
From the Available box, select the Media Application Server that you want associated with the Dialog service. Media Application Server
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15
Use the arrow key to move the selected Media Application Server to the Selected box.
16
Repeat steps 6 - 8 for each Media Application Server that you want to associate with the Dialog service.
17
Use the Rank arrow buttons to list the selected Media Application Servers in order or priority.
18
Click Submit.
19
In the Service Name box, select CONF.
20
Ensure that the checkbox next to Use Proxy Server is cleared.
21
From the Available box, select the Media Application Server that you want associated with the Conference service.
22
Use the arrow key to move the selected Media Application Server to the Selected box.
23
Repeat steps 6 - 8 for each Media Application Server that you want to associate with the Conference service.
24
Use the Rank arrow buttons to list the selected Media Application Servers in order or priority.
25
Click Submit.
26
Close all windows to complete the procedure.
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Media Application Server
Chapter 5
Creating and storing media treatments In this chapter Overview
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Step 1. Install client PC and DivX support
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Step 2. Record media treatments
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Step 3. Store treatments using the Contact Center Provisioning Tool
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Overview This chapter explains how to record media treatments and store media treatments on the Media Application Server using the Contact Center Provisioning Tool.
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Step 1. Install client PC and DivX support To deploy a video clip on the Media Application Server, the video clip must be compressed using the DivX codec. The Nortel Media Application Server supports DivX version 4.12. Contact Nortel Technical Support to acquire the correct supported version.
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Step 2. Record media treatments Introduction To create your custom audio or video media treatments, you must use audio and video recording/ editing software that is installed on your client PC. Examples of such software include:
For video VirtualDub www.sourceforge.net
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Multiquence www.goldwave.com
For audio Nortel Media Processing Server Studio (recommended by Nortel) www.nortel.com
Goldwave www.goldwave.com
Audacity www.audacity.sourceforge.net/
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File specifications The following table details the file specifications for audio and video media treatments that are required for the Media Application Server. Audio
Video
Compression format
Linear 16 Bit PCM
DivX 320x240
File format
.wav (8 KHz)
.avi only
Mono/Stereo
mono recordings
N/A
none
DivX codec must be installed
Prerequisites
For details about how to record media treatments in audio format, consult the documentation for your audio editing and recording software. For details about how to record media treatments in video format, consult the documentation for your video editing and recording software.
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Step 3. Store treatments using the Contact Center Provisioning Tool Introduction The Contact Center Provisioning Tool is installed as part of the MCS5100 Media Application Server - Contact Center Software installation. Use the Contact Center Provisioning Tool to upload media treatments such as announcements, music, and video to the Media Application Server. To upload the media treatments you must: 1.
Create the appropriate file structure on the Media Application Server using the Contact Center Provisioning Tool commands.
2.
Upload the media files to the Media Application Server using Contact Center Provisioning Tool commands.
Note: Before you begin the procedures in this section, copy all your media treatments to a folder on the hard drive of the Media Application Server. You have the option of creating the file structure and uploading media files using individual Contact Center Provisioning Tool commands, or you can use the batch file command. The batch file command is useful if you need to create the same file structure on multiple Media Application Servers, or if you want to plan your file structure in advance. For details, see “Using the batch file command,” on page 80.
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Creating the file structure on the Media Application Server For each domain, you must create storage areas on the Media Application Server for locales (language types), music genres, and video. The following is a sample organizational structure of a Media Application Server:
To add a domain to the Media Application Server 1
On the Media Application Server, click Start > Run.
2
In the Open box, type cmd.
3
Click OK.
4
At the command prompt, navigate to the Contact Center Prov folder of the Media Application Server installation directory. Note: The default directory is
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At the command prompt, type ccprov add_domain <domain name>. Note: The <domain name> is the domain specified in the SIP Contact Center Manager Server Configuration utility. Result: The system creates the domain and informs you when done.
To add a locale to the Media Application Server 1
On the Media Application Server, click Start > Run.
2
In the Open box, type cmd.
3
Click OK.
4
At the command prompt, navigate to the Contact Center Prov folder of the Media Application Server installation directory. Note: The default directory is
5
At the command prompt, type ccprov add_locale <domain name>
6
Repeat steps 1 - 5 for each language type that requires a locales folder.
To add a music genre type or video type name to the Media Application Server 1
On the Media Application Server, click Start > Run.
2
In the Open box, type cmd.
3
Click OK.
4
At the command prompt, navigate to the Contact Center Prov folder of the Media Application Server installation directory. Note: The default directory is
5
At the command prompt, type ccprov add_music <domain name> <music genre name or video type name>. Result: The system creates the music genre or video type and informs you when done.
6
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Repeat steps 1 - 5 for every music genre or video type required.
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Adding your custom media treatments to the Media Application Server You must upload custom media announcements files to the appropriate locale on the Media Application Server (that is, all announcements of the same language are stored in the same locale). You must upload music files to the appropriate music genre type storage area on the Media Application Server. The following procedures detail how to upload individual media treatment files to the Media Application Server. To add a media announcement file to the Media Application Server Before you begin this procedure, you must:
create the file structure on the Media Application Server. For details, see “Creating the file structure on the Media Application Server,” on page 77.
copy all your media treatments to a folder on the hard drive of the Media Application Server. Do not copy media treatments to a folder on a shared drive.
1
On the Media Application Server, click Start > Run.
2
In the Open box, type cmd.
3
Click OK.
4
At the command prompt, navigate to the Contact Center Prov folder of the Media Application Server installation directory. Note: The default directory is
5
At the command prompt, type ccprov upload_locale_media <domain name>
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Repeat steps 1 - 5 for every media announcement file.
To add a music file or video file to the Media Application Server 1
On the Media Application Server, click Start > Run.
2
In the Open box, type cmd.
3
Click OK.
4
At the command prompt, navigate to the Contact Center Prov folder of the Media Application Server installation directory. Note: The default directory is
5
At the command prompt, type ccprov upload_music_media <domain name> <music genre name or video type name> < media filename including the directory path>. Note: Ensure that you upload music files to the appropriate music genre and video files to the appropriate video type. For example, rock music files must be stored in the rock folder. Example: ccprov upload_music_media cc.nortel.com rock c:\mediafiles\rock1.wav Result: The system loads the music or video file to the appropriate music genre or video type and informs you when done.
6
Repeat steps 1 - 5 for every music file or video file.
Using the batch file command If you need to create the same file structure on multiple Media Application Servers, or if you want to plan your file structure in advance, you can use the Contact Center Provisioning Tool batch file command to save time creating file structures. To use the batch file command 1
Using a text editor program on the Media Application Server (for example, Notepad), create a text file with all the Contact Center Provisioning Tool commands required for your file structure on the Media Application Server. Example: An example of a batch file follows: add_domain cc.nortel.com
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add_music cc.nortel.com pop upload_music_media cc.nortel.com pop c:\mediafiles\pop01.wav upload_music_media cc.nortel.com pop c:\mediafiles\pop02.wav add_music cc.nortel.com folk upload_music_media cc.nortel.com folk c:\mediafiles\folk01.wav upload_music_media cc.nortel.com folk c:\mediafiles\folk02.wav add_music cc.nortel.com jazz upload_music_media cc.nortel.com jazz c:\mediafiles\jazz01.wav add_music cc.nortel.com rock upload_music_media cc.nortel.com rock c:\mediafiles\SRV2.wav add_music cc.nortel.com classical upload_music_media cc.nortel.com classical c:mediafiles\HolstJupiter.wav add_music cc.nortel.com country upload_music_media cc.nortel.com country c:\mediafiles\country02.wav add_music cc.nortel.com voh upload_music_media cc.nortel.com c:\mediafiles\voh movietrailer.avi add_locale cc.nortel.com en_us upload_locale_media cc.nortel.com en_us c:\mediafiles\cc_rannc0.wav upload_locale_media cc.nortel.com en_us c:\mediafiles\cc_rannc1.wav
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upload_locale_media cc.nortel.com en_us c:\mediafiles\cc_rannc2.wav 2
Save and copy the text file to the hard drive of the Media Application Server.
3
On the Media Application Server, click Start > Run.
4
In the Open box, type cmd.
5
Click OK.
6
At the command prompt, navigate to the Contact Center Prov folder of the Media Application Server installation directory. Note: The default directory is
7
At the command prompt, type ccprov batch
Maintaining the content storage area In addition to adding folders and uploading files, you can use the Contact Center Provisioning Tool commands to list, delete, and rename media files or folders in the content storage area. The following table lists the Contact Center Provisioning tool commands used to create and maintain the Media Application Server storage area: Contact Center Provisioning tool command
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Use this command to
ccprov list_domains
list all domains on the Media Application Server
ccprov add_domain
add a domain to the Media Application Server
ccprov delete_domain
delete a domain from the Media Application Server
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Creating and storing media treatments
Use this command to
ccprov list_locales <domain name>
list all locales on the Media Application Server
ccprov add_locale <domain name>
add a locale to a domain on the Media Application Server
ccprov delete_locale <domain name>
delete a locale from a domain on the Media Application Server
ccprov rename_locale <domain name> to change the name of an existing
list the media files that are uploaded to a specific locale on the Media Application Server
ccprov upload_locale_media <domain upload media files from the hard name>
delete a media file from a specific locale on the Media Application Server
ccprov list_music <domain name>
list all music genres or video types in a specific domain on the Media Application Server
ccprov add_music <domain name> <music genre name or video type name>
add a music genre or video type name to a specific domain on the Media Application Server
ccprov delete_music <domain name> <music genre name or video type name>
delete a music genre name or video type name from a specific domain on the Media Application Server
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Contact Center Provisioning tool command
Standard 1.0
Use this command to
ccprov rename_music <domain name> change a music genre name or video
list all media files stored in a specific music genre or video type on the Media Application Server
ccprov upload_music_media <domain name> <music genre name or video type name> <media filename including directory path>
upload media files from the hard drive to a specific music genre or video type on the Media Application Server
ccprov delete_music_media <domain name> <music genre or video type name> <media filename>
delete a media file from a specific music genre or video type on the Media Application Server
ccprov batch
the Media Application Server
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Maintaining the Media Application Server In this chapter Overview
86
Determining the software versions on the MAS
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2In the Open: field, type regedit to open the registry.
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Uninstalling the Media Application Server
90
Backing up the Media Application Server
94
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Overview This chapter provides information about the following maintenance tasks on the Media Application Server:
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determining the software versions that are installed on the Media Application Server
upgrading the Media Application Server Platform or the MCS5100 Media Application Server - Contact Center Software
uninstalling the MCS5100 Media Application Server - Contact Center Software
uninstalling the Media Applications Server Platform
deleting all provisioned files and the file structure on the Media Application Server
backing up the Media Application Server
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Determining the software versions on the MAS To determine software versions of the Media Application Server Platform and the MCS5100 Media Application Server - Contact Center Software that are installed on your Media Application Server, complete the steps in the following procedure.
To determine the software versions on the MAS 1
On the Media Application Server, click Start > Run.
2
In the Open: field, type regedit to open the registry. Result: The Registry Editor opens.
3
In the left pane of the Registry Editor, browse to the registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Nortel Networks\Version
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Click the Version registry key. Result: A list of the Nortel software installed on the Media Application Server appears in the right pane. The version numbers of the software are in the Data column.
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Upgrading the Media Application Server When a new version of the Media Application Server Platform becomes available, you must uninstall the current versions of the MCS5100 Media Application Server - Contact Center Software and the Media Application Server Platform and perform a new installation of the new version of the media Application Server Platform software, and then reinstall the MCS5100 Media Application Server - Contact Center Software. When a new version of the MCS5100 Media Application Server - Contact Center Software becomes available, you must uninstall the current version of the MCS5100 Media Application Server - Contact Center Software and perform a new installation of the new version of the MCS5100 Media Application Server Contact Center Software on the Media Application Server. If you are only upgrading the MCS5100 Media Application Server - Contact Center Software, you do not need to uninstall and reinstall the Media Application Server Platform. All media files and the file structure on the Media Application Server are retained when you uninstall the Media Application Server Platform or the MCS5100 Media Application Server - Contact Center Software. Therefore, it is not necessary to perform the procedures to store media treatments using the Contact Center Provisioning Tool following an upgrade of the Media Application Server Platform or the MCS5100 Media Application Server Contact Center Software. For details about uninstalling the Media Application Server Platform or the MCS5100 Media Application Server - Contact Center Software, see “Uninstalling the Media Application Server,” on page 90. For details about performing a new installation of the Media Application Server Platform of the MCS5100 Media Application Server - Contact Center Software, see Chapter 3, “Installing and configuring the Media Application Server,” and Chapter 4, “Configuring MAS using CCMA.”
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Uninstalling the Media Application Server Introduction There are situations when you want to uninstall the Media Application Server. For example, if you need to upgrade your Media Application Server Platform or your MCS5100 Media Application Server - Contact Center Software, you must first uninstall the previous versions of the software before performing a new installation of the new version of the software. In this situation, you can uninstall the MCS5100 Media Application Server Contact Center Software and the Media Application Server Platform without losing your provisioned media files or your file structure on the Media Application Server. For details, see “To uninstall the MCS5100 Media Application Server - Contact Center Software,” on page 91 and “To uninstall the Media Application Server Platform,” on page 91. Note: The application software on the Media Application Server must be uninstalled on a first in, first out basis. That is, you must always uninstall the MCS5100 Media Application Server - Contact Center Software before you uninstall the Media Application Server Platform. If you want to completely uninstall the Media Application Server and delete the provisioned media files and the file structure on the Media Application Server, you must uninstall the MCS5100 Media Application Server - Contact Center Software, uninstall the Media Application Server Platform, and delete the folder structure in Windows Explorer and in the registry. For details, see “To uninstall the provisioned media files and file structure on the Media Application Server,” on page 93.
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To uninstall the MCS5100 Media Application Server - Contact Center Software 1
Click Start > Settings > Control Panel.
2
In the Control Panel window, click Add/Remove Programs.
3
In the Add/Remove Programs window, highlight Nortel Networks Contact Center.
4
Click Remove. Result: The program asks you to confirm your choice.
5
Click Yes.
6
The program removes the MCS5100 Media Application Server - Contact Center Software.
To uninstall the Media Application Server Platform 1
Uninstall the MCS5100 Media Application Server - Contact Center Software. For details, see “To uninstall the MCS5100 Media Application Server - Contact Center Software,” on page 91.
2
Click Start > Settings > Control Panel.
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3
In the Control Panel window, click Add/Remove Programs.
4
In the Add/Remove Programs window, highlight Nortel Networks Media Application Server.
5
Click Remove. Result: The program asks you to confirm your choice.
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6
Click Yes.
7
The program removes the Media Application Server Platform.
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To uninstall the provisioned media files and file structure on the Media Application Server Risk of loss of data .
If you perform the following procedure, you lose all your provisioned media files, the file structure on the Media Application Server, and your configuration settings for the Contact Center application services. Nortel recommends that you perform a backup of the Media Application Server and the registry to a secure storage location before performing this procedure. For details about backing up the Media Application Server, see “Backing up the Media Application Server” on page 94. For details about backing up the registry, see www.microsoft.com.
1
On the Media Application Server, uninstall the MCS5100 Media Application Server - Contact Center Software. For details, see “To uninstall the MCS5100 Media Application Server - Contact Center Software,” on page 91.
2
On the Media Application Server, uninstall the Media Application Server Platform. For details, see “To uninstall the Media Application Server Platform,” on page 91.
3
Using Windows Explorer, delete all contents in the Media Application Server installation directory. Note: The default directory is
4
Click Start > Run.
5
Type regedit.
6
Click OK. Result: The Registry Editor appears.
7
Delete the following registry key from the registry: HKEY_LOCAL_MACHINE\SOFTWARE\Nortel Networks Result: All provisioned files and the file structure on the Media Application Server are deleted.
8
Close all windows to complete the procedure.
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Backing up the Media Application Server Introduction Nortel recommends that you perform regular backups of the Media Application Server to minimize the risk of data loss in the event of a server failure. You can back up the Media Application Server using the Windows Backup tool or a third-party backup tool of your choice. The procedures for backing up using the Windows Backup tool are documented in this section.
To back up the Media Application Server using the Microsoft Windows Backup Tool Detailed steps and information about the Microsoft Windows Backup Tool is located on the Microsoft website at www.microsoft.com. 1
Click Start > Programs > Accessories > System Tools > Backup. Result: The Backup welcome screen appears.
2
Click the Backup tab. Result: The Backup tab appears with a tree structure in the left pane listing all directories and folders.
3
In the left pane, select all files in the Media Application Server installation directory by clicking the box to the left of a file or folder. Note: The default installation directory for the Media Application Server is
4
In Backup destination, do one of the following:
Choose File if you want to back up files and folders to a file. This is selected by default.
Choose a tape device if you want to back up files and folders to a tape.
Note: If you have a supported tape backup drive that is detected by Backup, it appears at the bottom of the Backup destination for the backup window. If you do not have a tape drive, or your tape drive is not supported
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or detected, you can select a floppy disk drive or a location on your hard disk. If you want to back up your files to a network drive, you must map a drive letter to the network destination to which you want to back up your files. If you map a drive letter to a network drive, Backup displays it in the Backup destination for the backup window. 5
6
In Backup media or file name, do one of the following:
If you are backing up files and folders to a file, type a path and file name for the backup (.bkf) file, or click the Browse button to find a file.
If you are backing up files and folders to a tape, choose the tape you want to use.
Click Start Backup. Result: The Backup Job Information window appears.
7
Click Start Backup. Result: The Backup Progress window appears and informs you when the backup operation is finished.
8
Close all windows to complete the procedure.
If you want to be able to schedule backups, then you must ensure that you can back up all types of files with your backup tool without requiring that you manually copy any of them. For further details about using the Windows Backup Tool or other backup strategies, consult the Microsoft documentation at www.microsoft.com.
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Media Application Server
Chapter 7
Managing Security In this chapter Overview
98
Overview
98
Supported file transfer protocols
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Overview For security purposes, the Media Application Server is locked down with a number of security features enabled to protect against virus and worm insertion. This chapter provides information about security issues specific to the Contact Center Service on the Media Application Server, and about supported file transfer protocols. For more information about security features that are preconfigured on the Media Application Server, consult the Nortel Multimedia Communication Server 5100, Media Application Server Network Deployment and Engineering Guide.
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Security issues specific to Media Application Services Introduction This section contains security issues that are specific to the Contact Center Service on the Media Application Server.
Security issues specific to Contact Center Service The Contact Center Service can be configured to accept signaling only from specific IP addresses and ports associated with those IP addresses. The following figure indicates how to configure trusted nodes. In this release the only trusted nodes are the SIP Application Module service address.
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The SIP Application Servers field contains the IP addresses of SIP Application modules from which the Contact Center Service accepts SIP messages. SIP messages from other endpoints are issued a SIP response UseProxy. The first SIP Application module listed in the SIP Application Servers field is used for all outgoing SIP requests that do not have an established session (this includes Instant Messages.)
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The license key is another critical part of the security of the Contact Center Service. The key is a byte string that is given to the service provider to use when configuring the system. The license key is node-locked to a specific server and contains the two Media Access Control (MAC) addresses for the server as well as the number of allowable G.711 and G.729 participants.
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Supported file transfer protocols Introduction For security purposes, the Media Application Server is locked down with a number of security features enabled to protect against virus and worm insertion. For this reason, the supported file transfer protocols for transferring files to the Media Application Server are limited to:
HTTP file transfers with Internet Explorer when transferring files to the Media Application Server
the use of an FTP client when transferring files from the Media Application Server to another location
the use of Internet Explorer and an external passive mode FTP server for transferring files to and from the Media Application Server
Transferring files to the Media Application Server Option 1 To transfer files to the Media Application Server, you can load the files to an HTTP server and then use Internet Explorer to transfer the files from the HTTP server to the Media Application Server. For further information about transferring files using HTTP server and Internet Explorer, consult Microsoft documentation at www.microsoft.com. Option 2 You can also use Internet Explorer and an external passive mode FTP server to transfer files to the Media Application Server. This method allows you to drag and drop files to and from the Media Application Server.
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Transferring files from the Media Application Server to another location Option 1 To transfer files from the Media Application Server to another location, you can use an FTP client using command line instructions on the Media Application Server. A passive FTP client is provided with the Media Application Server in the following directory:
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Media Application Server
Chapter 8
Troubleshooting In this chapter Trace logging on the Media Application Server
106
Troubleshooting problems with media files
110
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Troubleshooting
Standard 1.0
Trace logging on the Media Application Server Introduction On the Media Application Server there are six separate software components operating on the server to provide services on the Media Application Server. The components are:
Multimedia Conductor This component is a SIP user agent that provides a network signaling endpoint for accessing platform services
Multimedia Controller This component provides system monitoring capabilities and hosts multiple service execution environments.
Conference Media Processor This component provides conference media processing functions such as audio mixing, active speaker detection, voice activity detection, and automatic gain control.
Multimedia Content Store This component provides reliable content storage and related capabilities.
Interactive Voice Response Media Processor This component provides processing functions such as DTMF detection, announcements and prompts, and recording.
Stream Source This component provides continuous, channel-based audio streaming for Music on Hold and other related functions
If you experience problems with the Media Application Server, you can use trace log files to gather detailed information about the call flow to assist you with troubleshooting issues. This section details how to enable and review trace log files, and how to view error messages in Event Viewer.
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To enable trace logging on the Media Application Server Note: Trace logging must only be enabled when you are troubleshooting a problem. 1
Log on to the Media Application Server.
2
Click Start > Programs > Nortel Networks Media Server > Media Application Server Console. Result: The Nortel Networks MAS Console window appears.
3
In the left pane, click Control Panel. Result: A list of components appears in the right pane.
4
In the right pane, double-click the component that you want trace. Result: The Properties window appears.
5
Select Enable Tracing. Note: Enable Tracing must only be selected if you are troubleshooting a problem in the specified component.
6
Click OK.
7
Close all windows to complete the procedure.
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To review trace logging files 1
In Windows Explorer, browse to the Media Application Server installation directory. Note: The default directory is
2
Double-click the folder of the component for which you want to review the trace logging file. The names of the component folders are as follows: ConfMP (Conference Media Processor component logs) CStore (Multimedia Content Store component logs) IvrMP (Interactive Voice Response Media Processor component logs) MediaController (Multimedia Controller component logs) Mmc (Multimedia Conductor component logs) Streamsource (Stream Source component logs)
3
In the appropriate component folder, double-click the file sdebug.txt. Result: The trace logging file appears.
Recommended order for checking trace log files The following is the recommended order for checking trace log files:
108
1.
Examine the SIP messages in the Multimedia Conductor trace log files.
2.
Examine the Media Controller trace log files to see where in the script the error occurred.
3.
If the Media Controller trace log files show that a request to the Conference Media Processor component did not elicit the correct response, then examine the Conference Media Processor trace log files.
4.
If the Media Controller trace log files show that a request to the Interactive Voice Response Media Processor component did not elicit the correct response, then examine the Interactive Voice Response Media Processor trace log files.
Media Application Server
September 2006
Troubleshooting
To view error messages using Event Viewer If you do not enabled tracing, you can also view the error messages that automatically stored in Event Viewer. 1
Log on to the Media Application Server.
2
Click Start > Programs > Nortel Networks Media Server > Media Application Server Console. Result: The Nortel Networks MAS Console window appears.
3
In the left pane, click the plus (+) sign next to Event Viewer. Result: The folder expands.
4
In the Event Viewer folder, click Application. Result: A list of events and error messages appears in the right pane.
5
Double-click any event in the right pane for further details about the event properties.
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Troubleshooting problems with media files You cannot play a video Problem You cannot play video from the Media Application Server. Solution Check your configuration settings to ensure you enabled video. To enable video on the Media Application Server, click Contact Center > Configuration from the Media Application Server console. Check that the Video Enabled option is set to Yes. For details, see “To configure Contact Center application services,” on page 49.
You are having difficulty with IVR or with a .wav file Problem IVR or .wav files are not playing from the Media Application Server. Solution Ensure that the file was uploaded to the Media Application Server. To check that a file is uploaded to the Media Application Server 1
On the Media Application Server, click Start > Run.
2
In the Open box, type cmd.
3
Click OK.
4
At the command prompt, navigate to the Contact Center Prov folder in the Media Application Server installation directory. Note: The default directory is
5
List the media files that are uploaded to the Media Application Server by typing the following at the command prompt: ccprov list_locale_media <domain>
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Troubleshooting
6
Check the list to see if the file that you are having difficulty playing is listed.
7
If the file is not listed, use the following command to upload the media file from the hard drive to the content storage area: ccprov upload_locale_media <domain>
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Standard 1.0
Media Application Server
September 2006
Index
Index A about Announcements Service 66 Conference Media Processor 106 Conference Service 66 Contact Center Provisioning tool 76 Dialog Service 66 Interactive Voice Response Media Processor 106 Media Application Server 12 Multimedia Content Store 106 Multimedia Controller 106 Session Initiated Protocol (SIP) 12 SIP Contact Center 6.0 12 Stream Source 106 about Multimedia Conductor 106 access rights 11 Active Speaker Video Mode configuring 45 adding domains to Media Application Server 77 locales to Media Application Server 78 media announcements to Media Application Server 79 Media Application Server to CCMA 64 music files to Media Application Server 80 music genre types to Media Application Server 78 video files to Media Application Server 80 Agent Desktop 15 algorithm confirguring on Media Application Server 61 Announcement Service for recorded announcements description of 12 Announcements Service about 66 configuring 66 Anouncement Service for music description of 12
application license entering 42 audio recording software examples of 74
B backing up Media Application Server 94 barge in tone configuring 49 description of 47 batch file command using 80
C capacity specifications 26 commands for Contact Center Provisioning tool 82 Communications Control Toolkit 6.0 14 Conference Media Processor about 106 Conference Service about 66 configuring 66 configuring Active Speaker Video Mode 45 Announcements Service 66 Conference Service 66 Contact Center application services 49 Dialog Service 66 MCS5100 Media Application Server Contact Center Software options 47 Media Application Server options 45 media services and routes 66 Video Lock On First Party 45 Contact Center Agent Desktop 15 Contact Center application license
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Index
entering 42 Contact Center application services configuring 49 Contact Center License Manager 15 Contact Center Manager Administration 14 Contact Center Manager Server 14 Contact Center Provisioning tool about 76 list of commands 82 content storage area maintaining 82 on the Media Application Server 77 uninstalling 93 Conversation Space Service description of 12
D default announcement configuring 49 description of 47 default locale configuring 49 description of 47 Dialog Service about 66 configuring 66 DivX support 73 documents list of 18 domains adding to Media Application Server 77
E enabling trace logging 107 error messages viewing using Event Viewer 109 event viewer 109 experience required 17
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Standard 1.0
F file structure on the Media Application Server 77 uninstalling 93
H hardware specifications 24 how to get help 20 how to use this guide 16
I installing MCS5100 Media Application Server Contact Center software 39 Media Application Server platform 9.0 34 Interactive Voice Response Media Processor about 106 Interactive Voice Response Service description of 12
K key codes 11 knowledge required 17
L license Contact Center Application 42 license key entering 42 License Manager 11, 15 licensing requirements 11 locales adding to Media Application Server 78
Nortel Media Application Server
September 2006
M maintaining content storage area 82 MCS5100 Media Application Server - Contact Center software configuring 47 installing 39 uninstalling 91 media announcements adding to Media Application Server 79 Media Application Server 15 about 12 adding to Contact Center Manager Administration 64 backing up 94 configuring options 45 configuring selection algorithm 61 file structure 77 installing platform 9.0 34 software components 106 starting services 55 trace logging 106 uninstalling 90 uninstalling platform 9.0 91 upgrading 87 media files troubleshooting problems 110 media services and routes configuring 66 media treatments recording 74 specifications 75 Multimedia Communications Server 5100 (MSC5100) 15 PC client 15 Multimedia Conductor about 106 Multimedia Content Store about 106 Multimedia Controller about 106 Multimedia Treatment Services description of 13 music files adding to Media Application Server 80
Index
music genre type adding to Media Application Server 78
N network components 14
O observation timer configuring 49 description of 48 observation tone configuring 49 description of 48
P platform 9.0 installing 34 uninstalling 91 port usage 26 prerequisites for installing the Media Application Server 30
R recording media treatments 74 related documents 18 required skills, experience, knowledge 17 requirements software 25 rights access 11
S security issues 99 specific for Contact Center Service 99 selection algorithm configuring 61
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Index
server hardware specifications 24 server software requirements 25 services starting 55 Session Initiated Protocol (SIP) about 12 SIP Contact Center 6.0 about 12 skills you need 17 software components on Media Application Server 106 software requirements 25 specifications for audio and video media treatments 75 hardware 24 starting Media Application Server services 55 storage areas on the Media Application Server 77 Stream Source about 106 support technical 20
Standard 1.0
Media Application Server 90 Media Application Server platform 9.0 91 upgrading Media Application Server 87
V video enabled configuring 49 description of 48 video files adding to Media Application Server 80 Video Lock On First Party configuring 45 video recording software examples of 74 viewing error messages using Event Viewer 109
W where to start in this guide 16 who should read this guide 11
T technical support 20 trace logging enabling 107 on Media Application Server 106 recommended order for checking files 108 reviewing files 108 Treatments Service description of 12 troubleshooting 106 Media Application Server software components 106 problems with media files 110
U uninstalling content storage area 93 MCS5100 Media Application Server Contact Center software 91 116
Nortel Media Application Server
Reader Response Form Media Application Server Product release 6.0 Installation and Configuration Guide for Contact Center 6.0
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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How do you use this book? Learning
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? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________
5.
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6.
How could we improve this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ 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.
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 RReead
Nortel Media Application Server Installation and Configuration Guide for Contact Center 6.0 Nortel Networks Mervue Business Park Galway, Ireland Copyright © 2006 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 Media Application 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:
297-2183-227 6.0 Standard 1.0 September 2006
To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.
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