Ncc Multimedia And Outbond Installation And Maintenance Guide

297-2183-929

Nortel Contact Center Multimedia and Outbound Installation and Maintenance Guide Product release 6.0

Standard 7.23

March 2008

Nortel Contact Center Multimedia and Outbound Installation and Maintenance Guide

Publication number: Product release: Document release: Date:

297-2183-929 6.0 Standard 7.23 March 2008

Copyright © 2006–2008 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Nortel Networks Enterprise Solution and Contact Center Multimedia/Outbound 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. This page and the following page are considered the title page, and contain Nortel Networks and third-party trademarks. *Nortel, the Nortel logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Meridian, Meridian 1 PBX, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Nortel Meridian 1 PBX Communication Server 1000 (CS 1000), Supernode, and Symposium are trademarks of Nortel Networks. 3COM, U.S. ROBOTICS, and SPORTSTER are trademarks of 3Com Corporation. ADOBE, ACROBAT, ADOBE ACROBAT, ACROBAT READER, FRAME, FRAMEMAKER, and POSTSCRIPT are trademarks of Adobe Systems Incorporated. ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS, POWERPOINT, WINDOWS, and WINDOWS XP are trademarks of Microsoft Corporation.

APACHE is a trademark of Apache Micro Peripherals, Inc. CITRIX is a trademark of Citrix Systems, Inc. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer Corporation. InterSystems Caché is a trademark of InterSystems Corporation. NOVELL is a trademark of Novell, Inc. REPLICATION SERVER and SYBASE are trademarks of Sybase, Inc. PCANYWHERE and THE NORTON ANTIVIRUS are both trademarks of Symantec Corporation. VISIBROKER is a trademark of Visigenic Software, Inc. UNIX is a trademark of X/Open Company Limited. WINZIP is a trademark of Nico Mak Computing, Inc.

Contents 1

Getting started

19

New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About Contact Center Multimedia/Outbound. . . . . . . . . . . . . . . . . . . . . . . . . New features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Part 1

2

20 24 26 34 38 40 41 43

Installing the Contact Center Multimedia/ Outbound server software

45

Installing the Multimedia/Outbound server

47

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Section A: Preinstallation Step 1. Review the preinstallation instructions . . . . . . . . . . . . . . . . . . . . . . . Step 2. Read the relevant documentation and check for updates . . . . . . . . . . Step 3. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . .

51 52 53 54

Section B: Installation 69 Step 4. Install the Multimedia/Outbound server software . . . . . . . . . . . . . . . 70 Step 5. Install the Multimedia/Outbound service updates . . . . . . . . . . . . . . . 79 Section C: Postinstallation 81 Step 6. Provide local users with the Log on as a service right . . . . . . . . . . . 82 Step 7. Configure the shared inbound and outbound attachment folders . . . 87 Step 8. Configure Internet Information Services . . . . . . . . . . . . . . . . . . . . . 100 Step 9. Verify the Multimedia database installation . . . . . . . . . . . . . . . . . . 109 Step 10. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 Section D: Client configuration 111 Step 11. Check the requirements for each client . . . . . . . . . . . . . . . . . . . . . 112 Step 12. Install .NET Framework on clients . . . . . . . . . . . . . . . . . . . . . . . . 115 Installation and Maintenance Guide

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Step 13. Configure access to client applications . . . . . . . . . . . . . . . . . . . . . 117 Section E: External component configuration 121 Step 14. Configure phonesets on the switch for each agent . . . . . . . . . . . . 122 Step 15. Create a Windows user for each agent . . . . . . . . . . . . . . . . . . . . . 123 Step 16. Configure the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124 Section F: Contact Center Manager server configuration 125 Step 17. Enable Open Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 Step 18. Ensure the CCT server is configured . . . . . . . . . . . . . . . . . . . . . . . 129 Section G: CCMA server configuration 131 Step 19. Refresh the Contact Center Manager Server . . . . . . . . . . . . . . . . . 132 Step 20. Configure the agent phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 Step 21. Create required multimedia skillsets . . . . . . . . . . . . . . . . . . . . . . . 138 Step 22. Create supervisors and agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141 Step 23. Create route points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 Step 24. Configure the sample multimedia scripts . . . . . . . . . . . . . . . . . . . 146 Step 25. Add the Multimedia Server to CCMA for reporting . . . . . . . . . . . 150 Section H: CCT server configuration Step 26. Import the agent phonesets to the TAPI database . . . . . . . . . . . . . Step 27. Configure the Contact Management Framework option . . . . . . . . Step 28. Import the contact center users into CCT . . . . . . . . . . . . . . . . . . . Step 29. Import the terminals and addresses into CCT . . . . . . . . . . . . . . . . Step 30. Import the Windows users into CCT . . . . . . . . . . . . . . . . . . . . . . . Step 31. Import the agent workstations into CCT . . . . . . . . . . . . . . . . . . . . Step 32. Map terminals to workstations (optional) . . . . . . . . . . . . . . . . . . . Step 33. Map users to addresses, terminals, and contact center users . . . . .

153 154 163 171 175 180 183 187 190

Section I: Contact type configuration 199 Step 34. Understand the contact types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200 Step 35. Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . 204 Step 36. Start the configuration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206 Step 37. Update the E-mail Manager service . . . . . . . . . . . . . . . . . . . . . . . 225 Section J: Agent configuration 229 Step 38. Configure the administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230 Step 39. Configure hotdesking (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 232 Step 40. Start the client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

3

Installing and configuring the external Web server

241

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242 Prerequisites for installing the Web server software . . . . . . . . . . . . . . . . . . 243

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Install the Web server software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245 Configure your Web server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250

4

Using the Web communications customer interface

255

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Access the sample customer interface Web site . . . . . . . . . . . . . . . . . . . . . . Configure properties for the sample CI Web site . . . . . . . . . . . . . . . . . . . . . Test the customer interface Web site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Prevent blocked invitations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Part 2

5

256 258 278 280 287

Upgrading and Migrating Contact Center Multimedia/Outbound Release 6.0

289

Upgrading from SWCP Release 4.0

291

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 292 Section A: Preinstallation 297 Step 1. Reduce the Symposium Web Center Portal database . . . . . . . . . . . 298 Step 2. Review the preinstallation instructions . . . . . . . . . . . . . . . . . . . . . . 299 Step 3. Read the prerequisite documentation and check for updates . . . . . . 300 Step 4. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . 301 Section B: Installation 317 Step 5. Install the Multimedia/Outbound server software . . . . . . . . . . . . . . 318 Step 6. Install the Multimedia/Outbound service updates . . . . . . . . . . . . . . 327 Section C: Postinstallation 329 Step 7. Provide local users with Log on as a Service right . . . . . . . . . . . . . 330 Step 8. Configure the shared inbound and outbound attachment folders . . 335 Step 9. Configure Internet Information Services (IIS) . . . . . . . . . . . . . . . . 348 Step 10. Verify the Multimedia database installation . . . . . . . . . . . . . . . . . 357 Step 11. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358 Section D: Client configuration 359 Step 12. Check the requirements for each client . . . . . . . . . . . . . . . . . . . . . 360 Step 13. Install .NET Framework on clients . . . . . . . . . . . . . . . . . . . . . . . . 363 Step 14. Configure access to client applications . . . . . . . . . . . . . . . . . . . . . 365 Section E: External component configuration 369 Step 15. Configure phonesets on the switch for each agent . . . . . . . . . . . . 370 Step 16. Create a Windows user for each agent . . . . . . . . . . . . . . . . . . . . . 372 Installation and Maintenance Guide

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Step 17. Configure the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 373 Section F: Database upgrade 375 Step 18. Stop the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376 Step 19. Back up the Contact Center database . . . . . . . . . . . . . . . . . . . . . . 377 Step 20. Install and configure the Sybase ODBC driver . . . . . . . . . . . . . . . 381 Step 21. Migrate the SWCP 4.0 database to the CCMM server . . . . . . . . . 392 Step 22. Copy the inbound and outbound attachment folders . . . . . . . . . . . 395 Step 23. Restart the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . . . 396 Section G: Contact Center Manager Server configuration 399 Step 24. Enable Open Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400 Step 25. Ensure the CCT server is configured . . . . . . . . . . . . . . . . . . . . . . . 403 Section H: CCMA server configuration 405 Step 26. Refresh the Contact Center Manager Server . . . . . . . . . . . . . . . . . 406 Step 27. Create the agent phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 409 Step 28. Create required multimedia skillsets . . . . . . . . . . . . . . . . . . . . . . . 412 Step 29. Remove redundant skillsets and agent assignments . . . . . . . . . . . 415 Step 30. Create supervisors and agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419 Step 31. Create route points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422 Step 32. Configure the sample multimedia scripts . . . . . . . . . . . . . . . . . . . 424 Step 33. Add the Multimedia Server to CCMA for reporting . . . . . . . . . . . 428 Section I: CCT server configuration 431 Step 34. Import the agent phonesets to the TAPI database . . . . . . . . . . . . . 432 Step 35. Configure the Contact Management Framework option . . . . . . . . 441 Step 36. Import the contact center users into CCT . . . . . . . . . . . . . . . . . . . 449 Step 37. Import the terminals and addresses into CCT . . . . . . . . . . . . . . . . 453 Step 38. Import the Windows users into CCT . . . . . . . . . . . . . . . . . . . . . . . 458 Step 39. Import the agent workstations into CCT . . . . . . . . . . . . . . . . . . . . 461 Step 40. Map terminals to workstations (optional) . . . . . . . . . . . . . . . . . . . 465 Step 41. Map users to addresses, terminals, and contact center users . . . . . 468 Section J: Contact type configuration 477 Step 42. Understand the new contact types . . . . . . . . . . . . . . . . . . . . . . . . . 478 Step 43. Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . 482 Step 44. Start the configuration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 484 Step 45. Review migrated mailboxes and rules . . . . . . . . . . . . . . . . . . . . . . 503 Step 46. Update the E-mail Manager service . . . . . . . . . . . . . . . . . . . . . . . 504 Step 47. Reassign the contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507 Section K: Agent configuration 509 Step 48. Configure the administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 510 Step 49. Configure hotdesking (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 512 viii

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March 2008

Step 50. Start the client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 516

6

Upgrading licenses in your current installation

521

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 522 Section A: Preinstallation 525 Step 1. Read the prerequisite documentation and check for updates . . . . . . 526 Step 2. Upgrade the License file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 527 Section B: Installation 529 Step 3. Install any Multimedia/Outbound service updates . . . . . . . . . . . . . 530 Section C: Postinstallation 531 Step 4. Configure the shared inbound and outbound attachment folders . . 532 Step 5. Configure access to client applications . . . . . . . . . . . . . . . . . . . . . . 545 Step 6. Configure the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 548 Section D: CCMA server configuration 549 Step 7. Create additional agent phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . 550 Step 8. Create additional multimedia skillsets . . . . . . . . . . . . . . . . . . . . . . . 553 Step 9. Create additional supervisors and agents . . . . . . . . . . . . . . . . . . . . . 556 Step 10. Create additional route points . . . . . . . . . . . . . . . . . . . . . . . . . . . . 559 Step 11. Configure additional sample multimedia scripts . . . . . . . . . . . . . . 561 Section E: CCT server configuration 565 Step 12. Import additional agent phonesets to the TAPI database . . . . . . . 566 Step 13. Import additional contact center users into CCT . . . . . . . . . . . . . . 575 Step 14. Import additional terminals and addresses into CCT . . . . . . . . . . 579 Step 15. Import additional Windows users into CCT . . . . . . . . . . . . . . . . . 584 Step 16. Import additional agent workstations into CCT . . . . . . . . . . . . . . 587 Step 17. Map terminals to workstations (optional) . . . . . . . . . . . . . . . . . . . 591 Step 18. Map additional users to the CCT resources . . . . . . . . . . . . . . . . . . 594 Section F: Contact type configuration 603 Step 19. Understand the new contact types . . . . . . . . . . . . . . . . . . . . . . . . . 604 Step 20. Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . 608 Step 21. Start the configuration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 610 Step 22. Update the E-mail Manager service . . . . . . . . . . . . . . . . . . . . . . . 629 Section G: Installing the external Web server 633 Step 23. Check the prerequisites for the Web server . . . . . . . . . . . . . . . . . . 634 Step 24. Install the external Web server software . . . . . . . . . . . . . . . . . . . . 635 Step 25. Configure your Web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 640

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Section H: Agent configuration 645 Step 26. Configure hotdesking (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 646 Step 27. Start the client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 650

7

Migrating Contact Center 6.0 to a new server

655

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 656 Section A: Source server requirements 659 Step 1. Back up your Contact Center Multimedia database . . . . . . . . . . . . 660 Section B: Preinstallation 669 Step 2. Review the preinstallation instructions . . . . . . . . . . . . . . . . . . . . . . 670 Step 3. Read the prerequisite documentation and check for updates . . . . . . 671 Step 4. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . 672 Section C: Installation 687 Step 5. Install the Multimedia/Outbound server software . . . . . . . . . . . . . . 688 Step 6. Install the Multimedia/Outbound service updates . . . . . . . . . . . . . . 697 Section D: Postinstallation 699 Step 7. Provide local users with Log on as a Service right . . . . . . . . . . . . . 700 Step 8. Configure the shared inbound and outbound attachment folders . . 705 Step 9. Configure Internet Information Services (IIS) . . . . . . . . . . . . . . . . 718 Step 10. Verify the Multimedia database installation . . . . . . . . . . . . . . . . . 727 Step 11. Restore the Contact Center Multimedia/Outbound data . . . . . . . . 728 Step 12. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 732 Section E: Client configuration 733 Step 13. Check the requirements for each client . . . . . . . . . . . . . . . . . . . . . 734 Step 14. Install .NET Framework on clients . . . . . . . . . . . . . . . . . . . . . . . . 737 Step 15. Configure access to client applications . . . . . . . . . . . . . . . . . . . . . 739 Section F: External component configuration 743 Step 16. Configure phonesets on the switch for each agent . . . . . . . . . . . . 744 Step 17. Create a Windows user for each agent . . . . . . . . . . . . . . . . . . . . . 746 Step 18. Configure the e-mail server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 748 Section G: Contact Center Manager server configuration 749 Step 19. Enable Open Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 750 Step 20. Ensure the CCT server is configured . . . . . . . . . . . . . . . . . . . . . . . 753 Section H: CCMA server configuration Step 21. Refresh Contact Center Manager Server . . . . . . . . . . . . . . . . . . . . Step 22. Create the agent phonesets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 23. Create required multimedia skillsets . . . . . . . . . . . . . . . . . . . . . . . x

755 756 759 762

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Step 24. Create supervisors and agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 25. Create route points . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 26. Configure the sample multimedia scripts . . . . . . . . . . . . . . . . . . . Step 27. Add the Multimedia Server to CCMA for reporting . . . . . . . . . . .

765 768 770 774

Section I: CCT server configuration 779 Step 28. Import the agent phonesets to the TAPI database . . . . . . . . . . . . . 780 Step 29. Configure the Contact Management Framework option . . . . . . . . 789 Step 30. Import the contact center users into CCT . . . . . . . . . . . . . . . . . . . 797 Step 31. Import the terminals and addresses into CCT . . . . . . . . . . . . . . . . 801 Step 32. Import the Windows users into CCT . . . . . . . . . . . . . . . . . . . . . . . 806 Step 33. Import the agent workstations into CCT . . . . . . . . . . . . . . . . . . . . 809 Step 34. Map terminals to workstations (optional) . . . . . . . . . . . . . . . . . . . 813 Step 35. Map users to addresses, terminals, and contact center users . . . . . 816 Section J: Contact type configuration 825 Step 36. Understand the contact types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 826 Step 37. Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . 830 Step 38. Start the configuration tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 832 Step 39. Update the E-mail Manager service . . . . . . . . . . . . . . . . . . . . . . . 851 Section K: Agent configuration 855 Step 40. Configure the administrators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 856 Step 41. Configure hotdesking (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . 859 Step 42. Start the client applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 863

Part 3 8

Configuring the CCMM Standby server

869

Installing the Standby server

871

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 872 Section A: Preinstallation 875 Step 1. Review the preinstallation instructions . . . . . . . . . . . . . . . . . . . . . . 876 Step 2. Read the relevant documentation and check for updates . . . . . . . . . 877 Step 3. Share the attachment folders on the Active server . . . . . . . . . . . . . 878 Step 4. Configure the Standby server on the Active server . . . . . . . . . . . . . 880 Step 5. Back up the active Multimedia server . . . . . . . . . . . . . . . . . . . . . . . 882 Step 6. Understand the Active server installation . . . . . . . . . . . . . . . . . . . . 892 Step 7. Install your remote support access tool . . . . . . . . . . . . . . . . . . . . . . 893 Section B: Installation 909 Step 8. Install the Standby server software . . . . . . . . . . . . . . . . . . . . . . . . . 910 Installation and Maintenance Guide

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Step 9. Install the Standby server updates . . . . . . . . . . . . . . . . . . . . . . . . . . 919 Section C: Postinstallation 921 Step 10. Provide local users with the Log on as a Service right . . . . . . . . . 922 Step 11. Create shared inbound and outbound attachment folders . . . . . . . 927 Step 12. Configure Internet Information Services . . . . . . . . . . . . . . . . . . . . 940 Step 13. Verify the Multimedia database installation . . . . . . . . . . . . . . . . . 949 Step 14. Other postinstallation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 950 Step 15. Add the Standby server to CCMA . . . . . . . . . . . . . . . . . . . . . . . . . 952 Step 16. Restore the Multimedia database . . . . . . . . . . . . . . . . . . . . . . . . . . 954 Step 17. Demote the Standby server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 958 Step 18. Confirm the Standby server mode . . . . . . . . . . . . . . . . . . . . . . . . . 962 Step 19. Copy e-mail attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 964 Step 20. Select the Journal file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 966 Step 21. Confirm the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . 972

9

Changing the Active server

973

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 974 Section A: Switching to Standby when Primary server fails 977 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 978 Step 1. Ensure the failed server is disconnected from the network . . . . . . . 979 Step 2. Promote Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 980 Step 3. Confirm the mode of Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 984 Step 4. Associate the new reporting server . . . . . . . . . . . . . . . . . . . . . . . . . 986 Step 5. Configure the external Web server . . . . . . . . . . . . . . . . . . . . . . . . . 988 Step 6. Configure the Contact Center Agent Desktop . . . . . . . . . . . . . . . . . 990 Step 7. Disable the failed server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 991 Step 8. Confirm the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . . 993 Section B: Switching to Standby for a planned change 995 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 996 Step 1. Disconnect Server A from the network . . . . . . . . . . . . . . . . . . . . . . 997 Step 2. Promote Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 998 Step 3. Associate the new reporting server . . . . . . . . . . . . . . . . . . . . . . . . 1002 Step 4. Configure the external Web server . . . . . . . . . . . . . . . . . . . . . . . . 1004 Step 5. Configure the Contact Center Agent Desktop . . . . . . . . . . . . . . . . 1006 Step 6. Disable Server A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1007 Step 7. Confirm the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . . . 1009 Section C: Restoring CCMM servers to original configuration 1011 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1012 Step 1. Ensure users are disconnected . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1014

xii

Contact Center Multimedia/Outbound

March 2008

Step 2. Stop and disable Multimedia services on Server B . . . . . . . . . . . . Step 3. Backup Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 4. Stop the shadowing process on Server B . . . . . . . . . . . . . . . . . . . . Step 5. Update the server details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 6. Demote Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 7. Stop the services on Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 8. Stop and disable Multimedia services on Server A . . . . . . . . . . . . Step 9. Restore the backup to Server A . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 10. Record the journal file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 11. Update the server details for Server A . . . . . . . . . . . . . . . . . . . . . Step 12. Update the e-mail attachment folders . . . . . . . . . . . . . . . . . . . . . Step 13. Enable the services on Server A . . . . . . . . . . . . . . . . . . . . . . . . . Step 14. Restart services on Server A . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 15. Associate the new reporting server . . . . . . . . . . . . . . . . . . . . . . . Step 16. Configure the external Web server . . . . . . . . . . . . . . . . . . . . . . . Step 17. Configure the Contact Center Agent Desktop . . . . . . . . . . . . . . . Step 18. Start the services on Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 19. Update the e-mail attachment folders . . . . . . . . . . . . . . . . . . . . . Step 20. Set shadowing on Server B . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Step 21. Enable the services on Server B . . . . . . . . . . . . . . . . . . . . . . . . . Step 22. Confirm the Multimedia services . . . . . . . . . . . . . . . . . . . . . . . .

Part 4 10

Maintaining the Multimedia/Outbound server 1071 Configuring outbound settings and routing

1073

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . Configure skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure the outbound scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

11

1015 1019 1026 1031 1033 1037 1038 1042 1045 1047 1050 1051 1053 1054 1056 1058 1059 1060 1061 1067 1069

Configuring e-mail settings and routing

1079

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . Configure skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Create a recipient mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure inbound e-mail settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure outgoing mailbox settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure a rule for multiple mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . .

Installation and Maintenance Guide

1074 1075 1076 1078

1080 1081 1082 1084 1088 1092 1101 1124

xiii

Standard 7.23

Configure closed reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1139 Configure e-mail for Asian languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1142

12

Configuring Web communications settings

1145

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . Configure the external Web server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure outgoing mailbox settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Create autophrases for skillsets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Create page push lists for skillsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure Web-on-hold groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure Web Communications Manager settings. . . . . . . . . . . . . . . . . . Configure closed reasons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

13

Configuring the Contact Center Agent Desktop

1175

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Log on to the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . Reset agent passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure custom fields in CCAD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure the active contact timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure the callback timer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure attachment size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure hotdesking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure visual contact alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure audible contact alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configure the terminal state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

14

Uninstalling the software

1146 1147 1148 1150 1152 1155 1157 1160 1165 1172

1176 1177 1178 1180 1183 1184 1185 1186 1188 1190 1192

1193

Uninstall the server software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1194

15

Using the Patch Viewer

1201

Use the Patch Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1202

16

Maintaining the database

1205

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1206 Maintain the Multimedia server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1207 Configure the destination location for a backup. . . . . . . . . . . . . . . . . . . . . 1208

xiv

Contact Center Multimedia/Outbound

March 2008

Create an immediate backup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Create a scheduled backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Clear a scheduled backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Restore the Multimedia database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

17

Archiving and restoring data

1231

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Archiving the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Restoring the Multimedia database from an archive . . . . . . . . . . . . . . . . . Recovering from a failed archive or restore . . . . . . . . . . . . . . . . . . . . . . . .

18

Alarms and events

Managing security

Troubleshooting

1262 1263 1264 1265 1266 1267 1273 1281 1285

1289

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshoot installation problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshoot network connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Restart Contact Center servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshoot migration problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshoot licensing configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshoot the database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshoot the Multimedia Administrator . . . . . . . . . . . . . . . . . . . . . . . Troubleshoot the E-mail Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installation and Maintenance Guide

1248 1249 1253 1255 1257

1261

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . General security precautions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Microsoft security guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Password guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Check server events for suspicious activity . . . . . . . . . . . . . . . . . . . . . . . . Activate the Nortel Contact Center Security Template . . . . . . . . . . . . . . . Use the Windows Server 2003 Security Configuration Wizard . . . . . . . . . Enable SSL on the E-mail Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . SMTP Authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

20

1232 1233 1242 1246

1247

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Create Log reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Trace log events in Contact Center Agent Desktop . . . . . . . . . . . . . . . . . . Configure the Windows SNMP service on the server . . . . . . . . . . . . . . . . Use the Event to Trap Translator to select events . . . . . . . . . . . . . . . . . . .

19

1213 1219 1224 1227

1290 1291 1295 1297 1300 1301 1311 1312 1313 xv

Standard 7.23

Troubleshoot the Contact Center Agent Desktop . . . . . . . . . . . . . . . . . . . . Troubleshoot the Outbound Campaign Management Tool . . . . . . . . . . . . Troubleshoot contact routing errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshoot Internet Explorer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Troubleshoot archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuration for Asian languages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Technical support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

21

Using serviceability tools

1319 1324 1325 1327 1328 1329 1333

1335

Use the E-mail Manager Memory Management utility . . . . . . . . . . . . . . . 1336

Part 5 A

Appendixes

1339

Event codes

1341

Operating system events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1342 Contact Center Multimedia events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1343

B

Feature licensing

1369

Multimedia license codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1370

C

Contact life cycles

1373

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Outbound contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . E-mail messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Web Communications contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

D

Change the names or IP addresses of servers

1381

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Change the Contact Center Manager Server name. . . . . . . . . . . . . . . . . . . Change the Contact Center Manager Server IP address . . . . . . . . . . . . . . . Change the Contact Center Manager Standby Server name. . . . . . . . . . . . Change the Contact Center Manager Standby server IP address . . . . . . . . Change the co-resident server name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Change the co-resident server IP address . . . . . . . . . . . . . . . . . . . . . . . . . . Change the Contact Center Manager Administration server name . . . . . . Change the Contact Center Manager Administration server IP address . .

xvi

1374 1375 1377 1379

1382 1383 1397 1414 1434 1458 1481 1492 1509

Contact Center Multimedia/Outbound

March 2008

Change the Communication Control Toolkit server name . . . . . . . . . . . . . Change the Communication Control Toolkit IP address . . . . . . . . . . . . . . Change the Contact Center Multimedia server name . . . . . . . . . . . . . . . . . Change the Contact Center Multimedia IP address . . . . . . . . . . . . . . . . . . Change the Contact Center Multimedia Standby server name . . . . . . . . . .

1516 1526 1530 1542 1549

Glossary

1557

Index

1597

Installation and Maintenance Guide

xvii

Standard 7.23

xviii

Contact Center Multimedia/Outbound

Chapter 1

Getting started In this chapter New in this release

20

Overview

24

About Contact Center Multimedia/Outbound

26

New features

34

How to use this guide

38

Skills you need

40

Related documents

41

How to get help

43

Installation and Maintenance Guide

19

Getting started

Standard 7.23

New in this release The following sections detail what is new in the Nortel Contact Center Multimedia and Outbound Installation and Maintenance Guide (297-2183-929) for release 7.23. „

“Features” on page 20

„

“Other changes” on page 23

Features See the following sections for information about feature changes: „

“Licensing updates for CCMM” on page 20

„

“Agent Idle state settings” on page 21

„

“Redundancy Server installation” on page 21

„

“Installation and configuration improvements” on page 21

„

“Outbound Manager” on page 21

„

“E-mail Manager” on page 22

„

“Web Communications Manager” on page 22

„

“Contact Center Agent Desktop” on page 22

„

“License Manager” on page 23

„

“Contact Center Multimedia database” on page 23

Licensing updates for CCMM Contact Center Multimedia has a licensing grace period that is used to resolve licensing issues. Information about resetting the grace period, and errors to determine the amount of grace period time remaining are documented in the following sections:

20

„

“Licensing grace period” on page 1307

„

“Contact Center Multimedia events” on page 1343

Contact Center Multimedia/Outbound

March 2008

Getting started

Agent Idle state settings You can configure the agent terminal to be in either idle or busy state as the agent logs off of the Contact Center Agent Desktop. The Agent idle state settings are documented in the following section: „

“Configure the terminal state” on page 1192

Redundancy Server installation The Redundancy server is a warm standby server that mirrors the Contact Center Multimedia database. Updates have been made to this section for SUS0303. The Redundancy server information is documented in the following sections: „

“Installing the Standby server” on page 871

„

Section A:“Switching to Standby when Primary server fails” on page 977

„

Section B:“Switching to Standby for a planned change” on page 995

„

Section C:“Restoring CCMM servers to original configuration” on page 1011

Installation and configuration improvements The installation and configuration of the Contact Center Multimedia and Outbound server is easier to follow and simpler. The Multimedia database and other components are silently installed. The installation and configuration information affects the following chapters: „

“Installing the Multimedia/Outbound server” on page 47

„

“Upgrading from SWCP Release 4.0” on page 291

„

“Migrating Contact Center 6.0 to a new server” on page 655

„

“Uninstalling the software” on page 1193

„

“Using the Patch Viewer” on page 1201

Outbound Manager Outbound contacts are processed on the Multimedia server. The Outbound manager information affects the following sections: „

“Configuring the outbound contacts” on page 200

„

“Configuring outbound settings and routing” on page 1073

Installation and Maintenance Guide

21

Getting started

Standard 7.23

E-mail Manager The Email Manager controls how e-mail contacts are routed after they enter a recipient mailbox and how e-mail attachments are stored in the Contact Center Multimedia database. The Email Manager information is documented in the following sections: „

“Configuring the e-mail servers” on page 210

„

“Creating a recipient mailbox” on page 215

„

“Modifying the system default rule” on page 217

„

“Modifying the system delivery failure rule” on page 220

„

“Viewing the sequence and status of the rules” on page 223

„

“Starting the E-mail Manager service” on page 227

„

“Configuring e-mail settings and routing” on page 1079

„

“Troubleshoot the E-mail Manager” on page 1313

Web Communications Manager The Web Communications Manager controls how Web communications and text chat contacts are routed. The Web Communications Manager affects the following sections: „

“Configuring the external Web server” on page 213

„

“Installing and configuring the external Web server” on page 241

„

“Web communications upgrades” on page 293

„

“Configuring Web communications settings” on page 1145

„

“Using the Web communications customer interface” on page 255

Contact Center Agent Desktop The Contact Center Agent Desktop is a streamlined application that agents use to handle all types of contacts. Information about the Contact Center Agent Desktop is found in the following sections:

22

„

“Starting the Contact Center Agent Desktop” on page 236

„

“Configuring the Contact Center Agent Desktop” on page 1175

„

“Troubleshoot the Contact Center Agent Desktop” on page 1319

Contact Center Multimedia/Outbound

March 2008

Getting started

License Manager The License Manager is installed on Contact Center Manager Server. The License Manager controls the features in the entire Contact Center suite. Information about the License Manager appears in the following sections: „

“Verifying the License Manager and Starter services are started” on page 226

„

“Troubleshoot licensing configuration” on page 1301

„

“Feature licensing” on page 1369

Contact Center Multimedia database The Contact Center Multimedia database stored the contact information. The Open Queue on Contact Center Manager Server manages contacts and routes them according to the properties of the contact. Information about the Contact Center Multimedia database appears in the following sections: „

Step 17. “Enable Open Queue” on page 126

„

“Maintaining the database” on page 1205

„

“Archiving and restoring data” on page 1231

„

“Troubleshoot the database” on page 1311

Other changes See the following sections for information about changes that are not featurerelated. „

“Event code information” on page 23

„

“Windows Vista support” on page 23

Event code information Event code information in “Event codes” on page 1341 includes the event codes that are easy to resolve without calling technical support. Windows Vista support Contact Center Multimedia client applications are supported on Windows Vista.

Installation and Maintenance Guide

23

Getting started

Standard 7.23

Overview This chapter describes the Contact Center Multimedia/Outbound components and provides instructions on how to use this guide. The Nortel Contact Center Multimedia Installation and Maintenance Guide provides information and procedures to help you complete the following tasks:

24

„

understand the features and learn what is new in Contact Center Multimedia/Outbound Release 6.0

„

install and configure the Contact Center Multimedia/Outbound software

„

install service update (SU) packs and service update supplements (SUS)

„

upgrade Symposium Web Center Portal 4.0 to Contact Center Multimedia/ Outbound 6.0

„

migrate Contact Center Multimedia/Outbound 6.0 from one server to another

„

deploy the Agent Desktop application to agents

„

deploy the Outbound Campaign Management Tool to supervisors and administrators

„

configure the Outbound Campaign Manager

„

configure the E-mail Manager

„

configure the Web Communications Manager

„

configure the Agent Desktop application

„

install the customer interface and Web components on an External Web server

„

use the Administrator application and server utilities

„

install the Contact Center Redundancy server

„

uninstall the Contact Center Multimedia/Outbound server software

„

back up and restore data

„

archive and restore data

„

troubleshoot server problems

„

install the external Web server and the sample Web Customer Interface to begin your own Web site integration Contact Center Multimedia/Outbound

March 2008

Getting started

Who should read this guide This guide is intended for: „

Nortel installers and distributors who are responsible for installing and maintaining the Contact Center Multimedia/Outbound server

„

administrators who are responsible for monitoring and maintaining the server

Access rights This guide assumes that you have the privileges and access rights to perform the procedures in this guide. You must log on to the local server with Administrator privileges to install and configure the Contact Center Multimedia/Outbound software and to run the server utilities.

Installation and Maintenance Guide

25

Getting started

Standard 7.23

About Contact Center Multimedia/Outbound Contact Center Multimedia/Outbound is part of the Nortel Contact Center portfolio. Contact Center Multimedia/Outbound provides a inbound and outbound voice and e-mail features for the Contact Center. ATTENTION

Contact Center Multimedia/Outbound networking is not supported in Release 6.0.

Contact Center Multimedia/Outbound components Contact Center Multimedia/Outbound consists of the following components:

26

„

Multimedia database: This component is installed on the Contact Center Multimedia/Outbound server and is an InterSystems Caché database that stores all contact center activity. All outbound contact information, incoming e-mail, Web requests, and associated responses are stored in a structured format within the database. Information about outbound campaigns is also stored in this database. You can store information for 1 000 000 contacts in a database that is saved on a 20 GB disk.

„

E-mail Manager: This component is installed on the Contact Center Multimedia/Outbound server. The E-mail Manager connects to the e-mail server at regular intervals. The E-mail Manager reads e-mail messages from the customer, processes the messages through a set of rules, and then stores the e-mail message and information about the customer in the database. Outgoing e-mail, generated from the e-mail responses stored in the database, is sent to the e-mail server.

„

Web Communications Manager: This component is installed on the Contact Center Multimedia/Outbound server. The Web Communications Manager connects to an external Web server. Your corporate Web site gathers information from a customer and routes the contact to an agent. Agents and customers communicate using a text chat session.

„

Outbound Management Campaign Management Tool: This component is installed on the Contact Center Multimedia/Outbound server and accessed using the Contact Center Manager Administration application. Use the Outbound Campaign Management Tool to create, modify, and Contact Center Multimedia/Outbound

March 2008

Getting started

monitor a maximum of 20 simultaneous outbound campaigns. An outbound campaign is a series of outbound calls for one specific purpose, for example, a customer survey or a sales promotion. Each outbound campaign can contain 5000 calls in the call list. Note: You can queue up to 100 000 outbound contacts, but only 30 000 contacts can be queued using the Open Queue mechanism. Nortel recommends that you avoid exceeding 30 000 queued contacts. Use the Outbound Campaign Management Tool to: „ define campaign parameters „ import and review call data „ create agent call scripts „ monitor campaign progress „ export campaign data „

Contact Center Agent Desktop interface: This component is installed on the Contact Center Multimedia/Outbound server. Agents use Internet Explorer to connect to the Multimedia server to retrieve the Agent Desktop interface. The Communication Control Toolkit pushes e-mail messages, Web requests, outbound contacts, and voice calls to the Agent Desktop interface. The Agent Desktop interface uses Web services to retrieve e-mail and outbound campaign information, and customer details and history from the Multimedia database. Web services are also used to send e-mail replies and save outbound call details in the Multimedia database. E-mail contacts are presented to agents through the Contact Center Agent Desktop interface, where agents can: „ verify customer information „ access historical e-mail to and from the customer „ create responses to customer inquiries „ provide a closed reason (if configured) While an outbound campaign is running, contacts are presented to agents through the Contact Center Agent Desktop interface, where the agents can: „ preview contact information „ review call scripts (if configured) „ save scripts „ select a disposition code

Installation and Maintenance Guide

27

Getting started

28

Standard 7.23

„

Multimedia Administrator: This component is installed on the Contact Center Multimedia/Outbound server. The Multimedia Administrator provides administrative and management capabilities.

„

Migration utility: This utility migrates existing data from Symposium Web Center Portal Release 4.0 in the Sybase database to the new Multimedia database in Caché.

„

Standby server: The Standby server is a warm standby server you can install to mimic the Contact Center Multimedia/Outbound server. The Standby server is available to use in case of failure of the primary server.

Contact Center Multimedia/Outbound

ELAN Subnet

Unified Admin and Reporting

Contact Center Manger Admin

Installation and Maintenance Guide Nortel server subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)

CCT

Contact queued (RPC)*

Open Queue

Contact Scripting & Queuing

*Firewall not supported between CCMS and CCMM servers

CMF

Reporting

Contact Center Manger Server

(1972) for reporting

Statistics Stream

Call Server

E-mail Touch Point

Open Queue Client

Routing Switch

80/443

Internet

Firewall (Optional)

Agent Desktop CCAD

SMTP 25 POP3 (110)

SOAP/XML 80/443 Contact pushed to agent via CCT (29373)

CCM Web Services

Agent UI/ Web Server

Contacts Database

Keyword Analysis/ Rules Engine

Auto-Ack/ Autoresponse

Contact Center Multimedia Server

Customer LAN

Signaling Server

Firewall

MS Exchange, Lotus Domino, etc, Fax, SMS Gateway

E-mail Server

Enterprise LAN / WAN

HTTPS/HTTP

Web communication server

3rd Party App (CRM/IVR)

External Web server

Outbound Campaign Manager Tool

CRM

March 2008 Getting started

The following diagram provides an overview of Contact Center Multimedia/ Outbound with Contact Center Manager Server for Release 6.0.

29

Getting started

Standard 7.23

Licensing Contact Center Multimedia/Outbound is licensed with features in the License Manager, installed on Contact Center Manager Server, or on the coresident Contact Center Manager Server. The License Manager contains the following options: 1.

Agent capabilities are licensed as inbound voice, outbound voice, e-mail and Web communications. Licensing is enforced by Contact Center Manager Server. The Contact Center Manager Server does not allow contacts to be routed to an agent who is not configured with the specific media attributes of the contact to be routed. Agent media attributes are configured on a per-medium basis (outbound, e-mail, or Web communications) in Contact Center Manager Administration. Note: The Outbound license type encompasses scheduled callbacks inserted into the system using Web services in a third-party integration or Web site integration. The e-mail license encompasses all contacts that come in from the E-Mail Manager, for example, e-mail, fax, SMS, and scanned white mail. The Web communications license encompasses all contacts that come in from the external Web server.

2.

The Contact Center Multimedia/Outbound server is licensed and is provided with the base package of the system. The license must be present for the Contact Center Multimedia/Outbound server database and Web services to start.

3.

Contact Center Multimedia/Outbound Redundancy is licensed. The license must be present so you can install the Multimedia Redundancy server.

4.

Contact Center Outbound is licensed separately. In addition to the Contact Center Multimedia base package, the Contact Center Outbound base package is required. The two licences must be present so that you can start the Outbound Configuration Management Tool.

For more information about the specific licensing for your component, see Appendix B, “Feature licensing.” ATTENTION

30

Contact Center Multimedia/Outbound networking is not supported in Release 6.0.

Contact Center Multimedia/Outbound

March 2008

Getting started

Network components Server components The Contact Center Multimedia/Outbound server resides on the Nortel subnet. The Contact Center Multimedia/Outbound gathers information about agents, skillsets, and route points from Contact Center Manager Administration for administrators to configure the Multimedia and Outbound settings. In turn, the multimedia-specific configurations, such as the outbound scheduler or e-mail rules are returned to Contact Center Manager Administration to route contacts. The Contact Center Manager server resides on the Nortel subnet and handles the routing and reporting of contacts in the Contact Center. The Communication Control Toolkit resides on the Nortel subnet and maps resources such as users and workstations that are configured in Contact Center Manager Administration to active telephone lines. ATTENTION

Contact Center Multimedia/Outbound networking is not supported in Release 6.0.

Clients From a client, an agent can type a URL into a Web browser to pull the Contact Center Agent Desktop application from the Contact Center Multimedia/ Outbound server to their desktop. The agent uses the Contact Center Agent Desktop to handle the following types of contacts: inbound voice, outbound voice, e-mail, and Web communications. From any client running the Contact Center Manager Administration Web client, supervisors or administrators can open the Outbound Campaign Management Tool to create outbound campaigns and load them in to the Contact multimedia database for execution. Each client must have the following software installed: „

Windows 2000 (service pack 4), Windows XP (service pack 2), or Windows Vista

„

Microsoft Internet Explorer 5.5 or later

„

Microsoft .NET Framework version 1.1 software and .NET service pack 1

Installation and Maintenance Guide

31

Getting started „

Standard 7.23

security file CCMM_Security_Profile.msi

Contact Center portfolio The following diagram shows the interaction within a contact center of all of the components.

32

Contact Center Multimedia/Outbound

Installation and Maintenance Guide VGMC

VGMC

MCS IP/Web Client Manager

MCS Application Server (SIP Proxy/Registrar)

MCS Database Server

MCS Mgmt/ Accnt Server

VGMC

Media Gateway

Gateways

CCMS CCMA

Nortel server subnet (Managed Ethernet Switch – for example, BPS 2000, Baystack 450, and so on)

CallPilot CallPilot Web Server OTM

ELAN subnet

Nortel Media Application Servers

Signaling Server

Call Server

NCC

Modem

VPN Router 1100

CCMM CCT

Customer LAN

Modem

PSTN

TACACS or RADIUS

POP3/SMTP Mail Server

Internet

DNS

DHCP External Server Web Server

Remote-Support Remote-Agent

DMZ (Optional)

Routing Firewall Switch (Optional)

HDX Application Server

Firewall

Enterprise LAN / WAN

March 2008 Getting started

33

Getting started

Standard 7.23

New features This section provides a brief overview of the new features offered in Contact Center Multimedia/Outbound 6.0.

Features Outbound Campaign Management Tool Use the Outbound Campaign Management Tool to create, modify, and monitor a maximum of 20 simultaneous outbound campaigns. An outbound campaign is a series of outbound calls for one specific purpose, for example, a customer survey or a sales promotion. Each outbound campaign can contain 5000 calls in the call list. The outbound administrator sets up and manages outbound campaigns. Use the Outbound Campaign Management Tool to complete the following tasks:

34

„

Create campaigns with parameters such as start time, end time, and an optional call script.

„

Import contact data. You can download contact data from a text file, from a ODBC-compliant database, or you can enter the data manually. The outbound contact data contains a list of names, addresses, telephone numbers, and other recorded information.

„

Review contact data. When the data is loaded successfully in the database, the call data is displayed in the Create and Append window on the Call Settings tab. You can use this window to review and, if necessary, modify the outbound contact data.

„

Develop and review agent call scripts.

„

Monitor the status of all campaigns, modify or cancel campaigns, or resubmit or cancel any call within a campaign.

Contact Center Multimedia/Outbound

March 2008

Getting started

Contact Center Agent Desktop Contact Center 6.0 provides a new Contact Center Agent Desktop. The Agent Desktop is deployed using Microsoft Smart Client technology. The agent enters a URL in Internet Explorer, and the Contact Center Agent Desktop is downloaded using Microsoft .NET Framework 1.1 onto the agent’s computer. The Agent Desktop is fully authenticated and digitally signed. Agents use the interface to respond to contacts. A maximum of 2500 contacts (e-mail or outbound) per hour can be processed by a maximum of 600 agents. Agents use the Agent Desktop application to complete the following tasks: „

log on and log off the application

„

change their status to ready or not ready

„

accept contacts

„

find a customer

„

find a contact

„

create an e-mail message

„

reply to an e-mail message

„

create a scheduled callback

„

create a customer record

„

make a call

„

participate in outbound campaigns

„

participate in a text chat session

„

activate emergency key (voice only)

„

transfer calls or contacts to another agent

„

conference-in other agents (voice only)

„

enter activity codes

„

enter Not Ready reason codes

„

get Help for the application

Server operating system Contact Center Multimedia/Outbound is supported on Windows Server 2003 Enterprise Edition and Windows Server 2003 Standard Edition.

Installation and Maintenance Guide

35

Getting started

Standard 7.23

InterSystems Caché database The Multimedia server uses an InterSystems Caché database server and its associated Web services, rather than the Sybase database from previous releases. The database is installed during the Multimedia server software installation. You can store information for 1 000 000 contacts in a database that is saved on a 20 GB disk. Communication Control Toolkit server updates The Nortel Communication Control Toolkit server in Release 6.0 replaces the Telephone Application Programming Interface (TAPI) server. The Communication Control Toolkit provides telephony control and contact delivery to the Contact Center Agent Desktop. The Communication Control Toolkit server delivers a single cross-portfolio multichannel API that helps to integrate knowledge worker, self-service, and contact center solutions to your client applications. The new version of the Communication Control Toolkit provides more firewallfriendly connections between the Agent Desktop and the Communication Control Toolkit server. The Agent Desktop client runs on remote clients and provides Citrix and Terminal Services environment support. Open queue Dynamic Transaction Handler (DTH), or the telephony based queue, is replaced by the software-based Open Queue technology, which can queue up to 30 000 contacts at one time for routing and reporting. Simplified Administration utility The Multimedia Administrator utility is used to configure the components required for routing e-mail messages, Web communications, and outbound calls. You can perform the following functions in the Multimedia Administrator application:

36

„

Configure servers.

„

Change administrator’s password.

„

Reset agent passwords.

„

Configure route points and timers for routing outbound campaigns.

„

Configure mailboxes, route points, rules, and closed reasons for routing e-mail messages. Contact Center Multimedia/Outbound

March 2008

Getting started

„

Configure route points and timers for Web communication and text chat

„

Backup and restore the Caché database.

„

Archive and restore the Caché database.

Other functions have been moved to other applications and utilities within the Contact Center portfolio in this release: „

Reports are run using Contact Center Manager Administration.

„

All real-time displays are viewable through Contact Center Manager Administration real-time displays.

„

The user and skillset information is provided by Contact Center Manager Administration.

Installation and Maintenance Guide

37

Getting started

Standard 7.23

How to use this guide This guide covers the procedures for: „

installing components for the Multimedia/Outbound server software

„

configuring the Outbound call routing

„

configuring the E-mail Manager and e-mail message routing

„

upgrading or migrating the server software

„

backing up, archiving, and restoring data

„

maintaining the server

This guide includes a detailed table of contents and an index to help you find specific information or procedures related to server installation, configuration, 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 or index to find the information you need.

Where to start in this guide The following table provides some pointers on where to start for common procedures: If you want to do this

Start here

Install the server software for the Multimedia/Outbound server

Chapter 2, “Installing the Multimedia/ Outbound server.”

Install the server software for the external Web server

Chapter 3, “Installing and configuring the external Web server.”

Upgrade your Symposium Web Center Chapter 5, “Upgrading from SWCP Portal server release 4.0 to Contact Release 4.0.” Center Multimedia/Outbound Upgrade your licenses in Contact Center Multimedia/Outbound

38

Chapter 6, “Upgrading licenses in your current installation.”

Contact Center Multimedia/Outbound

March 2008

If you want to do this

Getting started

Start here

Migrate Contact Center Multimedia/ Chapter 7, “Migrating Contact Center Outbound version 6.0 to another server 6.0 to a new server.” Create a warm standby installation of your Multimedia database

Chapter 8, “Installing the Standby server.”

Configure outbound routing

Chapter 10, “Configuring outbound settings and routing.”

Configure e-mail routing

Chapter 11, “Configuring e-mail settings and routing.”

Configure Web communication settings

Chapter 12, “Configuring Web communications settings,” and Appendix , “Using the Web communications customer interface.”

Configure the Agent Desktop Chapter 13, “Configuring the Contact application settings, including contact Center Agent Desktop.” timers and hotdesking Uninstall the Contact Center Multimedia server

Chapter 14, “Uninstalling the software.”

Back up data in your database

Chapter 16, “Maintaining the database.”

Archive data in your database

Chapter 17, “Archiving and restoring data.”

Configure and interpret alarms and events

Chapter 18, “Alarms and events” and Appendix A, “Event codes.”

Set up security settings

Chapter 19, “Managing security.”

Troubleshoot problems with your Contact Center Multimedia installation

Chapter 20, “Troubleshooting” and Chapter 21, “Using serviceability tools.”

Understanding license requirements

Appendix B, “Feature licensing.”

Installation and Maintenance Guide

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Getting started

Standard 7.23

Skills you need This section describes the skills and knowledge you need to use this guide effectively.

Required experience or knowledge Before installing the Contact Center portfolio, you must have the following experience or knowledge:

40

„

client/server architecture

„

LAN/WAN networking

„

network security and management

„

Microsoft Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition administration and configuration, including experience with Windows domain administration skills and privileges

„

partitioning server hard drives and booting servers from CD or disk

„

Internet Protocols (IP)

„

performance management

„

troubleshooting

Contact Center Multimedia/Outbound

March 2008

Getting started

Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com). For information about Refer to

NTP number

Planning and Nortel Contact Center Planning and engineering guidelines, Engineering Guide and server requirements

297-2183-934

Nortel Contact Center Manager CapTool User’s Guide

297-2183-935

Server requirements

Nortel Contact Center Server and Operating System Requirements Guide

297-2183-263

The Contact Center portfolio

Nortel Contact Center What’s New in 297-2183-903 Release 6.0

Required installation and server data

Nortel Contact Center Installer’s Roadmap (see www.nortel.com/pic)

297-2183-226

Switch configuration

Nortel Contact Center Communication Server 1000/ Meridian 1 and Voice Processing Guide

297-2183-931

Nortel Contact Center Manager Switch Guide for Communication Server 2X00/DMS

297-2183-937

Nortel SIP Contact Center Switch Configuration Guide

297-2183-962

Server operating system Nortel Contact Center Multimedia configuration and Server Technical Requirements and requirements Operating System Configuration Guide Installation and Maintenance Guide

297-2183-214

41

Getting started

Standard 7.23

For information about Refer to

NTP number

Nortel Contact Center 6.0 Security Guide Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List Installation, upgrades, migration, and maintenance

Nortel Contact Center Manager Server Installation and Maintenance Guide

297-2183-925

Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server

297-2183-219

Nortel Contact Center Manager Administration Installation and Maintenance Guide

297-2183-926

Nortel Communication Control 297-2183-946 Toolkit Installation and Maintenance Guide Nortel Contact Center Multimedia Installation and Maintenance Guide

297-2183-929

Nortel Media Application Server 297-2183-227 Installation and Configuration Guide for Contact Center 6.0 Handling contacts

42

Nortel Contact Center Agent Desktop 297-2183-945 User Guide

Contact Center Multimedia/Outbound

March 2008

Getting started

How to get help This section explains how to get help for Nortel products and services.

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: http://www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can: „

download software, documentation, and product bulletins

„

search the Technical Support Web site and Nortel Knowledge Base for answers to technical issues

„

sign up for automatic notification of new software and documentation for Nortel equipment

„

open and manage technical support cases

Installation and Maintenance Guide

43

Getting started

Standard 7.23

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 following Web site to obtain the phone number for your region: http://www.nortel.com/callus

Getting help from a specialist by using an Express Routing Code To access some Nortel Technical Solutions Centers, you can use an Express Routing Code (ERC) to quickly route your call to a specialist in your Nortel product or service. 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.

44

Contact Center Multimedia/Outbound

part 1 Installing the Contact Center Multimedia/Outbound server software

Installation and Maintenance Guide

45

Standard 7.23

46

Contact Center Multimedia/Outbound

Chapter 2

Installing the Multimedia/Outbound server In this chapter Overview

48

Section A: Preinstallation

51

Section B: Installation

69

Section C: Postinstallation

81

Section D: Client configuration

111

Section E: External component configuration

121

Section F: Contact Center Manager server configuration

125

Section G: CCMA server configuration

131

Section H: CCT server configuration

153

Section I: Contact type configuration

199

Section J: Agent configuration

229

Installation and Maintenance Guide

47

Installing the Multimedia/Outbound server

Standard 7.23

Overview This chapter describes how to install the full version of Contact Center Multimedia/Outbound software on your server and how to configure the clients. ATTENTION

The procedures in this section describe installing the full version of Contact Center Multimedia/Outbound version 6.0 for the first time. If you are upgrading from an earlier version of Symposium Web Center Portal, see Chapter 5, “Upgrading from SWCP Release 4.0.” If you are upgrading a license for Contact Center Multimedia/Outbound, see Chapter 6, “Upgrading licenses in your current installation.” If you are reinstalling Contact Center Multimedia/Outbound on a new server, see Chapter 7, “Migrating Contact Center 6.0 to a new server.”

Possible alternative installations The Contact Center Multimedia/Outbound software includes the Contact Center Agent Desktop application. If you are not licensed for Multimedia or Outbound contacts, you can install the Contact Center Agent Desktop application on your Communication Control Toolkit Server. For more information about installing the Contact Center Agent Desktop application on the Communication Control Toolkit, or on another server, see the Communication Control Toolkit Installation and Maintenance Guide.

48

Contact Center Multimedia/Outbound

March 2008

Installing the Multimedia/Outbound server

What you need The following checklist contains the software and equipment you must have to install Contact Center Multimedia/Outbound 6.0 and configure contact types. Description

Done

All tasks and procedures in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide are complete. You can get the latest copy of this guide on Helmsman (www.nortel.com/helmsman).

❑

The Nortel Contact Center DVD is available.

❑

The Contact Center Manager server is installed and operational for voice contacts. For more information, see the Contact Center Manager Server Installation and Maintenance Guide.

❑

The Contact Center Manager License Manager file is installed and operational for the contact types in your contact center. For more information, see Appendix B, “Feature licensing,” and the Contact Center Manager Server Installation and Maintenance Guide.

❑

The Contact Center Manager Administration server is installed and operational for voice contacts. For more information, see the Contact Center Manager Administration Server Installation and Maintenance Guide.

❑

The Communication Control Toolkit server is installed and configured, and TAPI is configured. For more information, see the Communication Control Toolkit Installation and Maintenance Guide.

❑

The Installer’s Road Map preinstallation checklist is completed and available for reference. You can get the latest copy of the Installer’s Road Map from the Partner Information Center (www.nortel.com/pic).

❑

The Contact Center Manager server, the Contact Center Manager Administration server, and the Communication Control Toolkit server are on the same subnet and have good network connectivity.

❑

Installation and Maintenance Guide

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Installing the Multimedia/Outbound server

Standard 7.23

Installation time The following installation times provide guidance on the time required for software installation. „

Preinstallation (including operating system installation/configuration): 45 minutes

„

Installing the Server Software: 30 minutes

„

Postinstallation: 15 minutes

These times can vary depending on the server, network infrastructure and your confidence level with the software. The installation times are based on servers with the following specifications:

50

„

CPU: Intel Xeon 3GHz

„

Ram: 1.0 GB

„

Hard Drive: 80GB 7200 RPM SATA with no Raid configuration.

„

DVD Drive: Internal IDE 8X DVD-ROM

Contact Center Multimedia/Outbound

March 2008

Installing the Multimedia/Outbound server

Section A: Preinstallation

In this section Step 1. Review the preinstallation instructions

52

Step 2. Read the relevant documentation and check for updates

53

Step 3. Install your remote support access tool

54

Installation and Maintenance Guide

51

Installing the Multimedia/Outbound server

Standard 7.23

Step 1. Review the preinstallation instructions Before you perform a new installation of the Contact Center Multimedia software, you must ensure your hardware and software meet the specifications described in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide. Contact Center Multimedia software runs Microsoft Windows Server 2003 Software Standard edition or Enterprise Edition. Other versions of Windows Server 2003 are not supported. ATTENTION

ATTENTION

52

After you install the Contact Center Multimedia/Outbound components, you must change to the US English locale to run Contact Center Multimedia on Windows 2003 Server Enterprise Edition or Windows 2003 Server Standard Edition. For more information about configuring the Operating System locale, see “Configuring Windows” on page 1291.

Failure to review the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide can result in errors and omissions when installing the software.

Contact Center Multimedia/Outbound

March 2008

Installing the Multimedia/Outbound server

Step 2. Read the relevant documentation and check for updates Before you install the Contact Center Multimedia/Outbound software, check the Nortel Web site (www.nortel.com) or the Partner Information Center Web site (www.nortel.com/pic) for the following: „

updated customer documentation and distributor technical references

„

installation addenda, such as service updates (SU) or service update supplements (SUS)

Installation and Maintenance Guide

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Installing the Multimedia/Outbound server

Standard 7.23

Step 3. Install your remote support access tool Nortel recommends that you install and configure a remote support access tool before you install Contact Center Multimedia/Outbound so you can access technical support during the installation procedure, if required. Nortel personnel use pcAnywhere 11.5 as the preferred remote support access tool. To install and configure the Host Only version of pcAnywhere version 11.5 on the Contact Center Multimedia/Outbound server, see “Installing pcAnywhere 11.5 as your remote support access tool,” on page 55. Alternatively, Nortel accepts Microsoft Remote Desktop Connection for Administration as a remote support access tool for customers on a Windows 2003 platform. This alternative is provided for customers whose security policy does not allow pcAnywhere or for customers who are using Microsoft Remote Desktop Connection as the remote support tool for all computers on their network. For details about enabling Microsoft Remote Desktop Connection for Administration, see “Using Microsoft Remote Desktop Connection as your remote support access tool,” on page 67. Nortel recommends that you install only one of the supported remote access tools (pcAnywhere or Remote Desktop Connection) on the Contact Center Multimedia/Outbound server. Nortel provides guidelines for setting up remote support using a virtual private network (VPN). For more information, see the Nortel Contact Center Planning and Engineering Guide.

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Contact Center Multimedia/Outbound

March 2008

Installing the Multimedia/Outbound server

Installing pcAnywhere 11.5 as your remote support access tool The following steps are general guidelines only. For complete information, see the documentation included with the pcAnywhere software. CAUTION Risk of system failure .

Before you install pcAnywhere version 11.5, ensure that the video drivers on the Contact Center Multimedia/Outbound server are current by consulting the driver manufacturers’ Web sites for available updates. Failure to check the video drivers can result in a blue screen after you install pcAnywhere or after you perform an operation such as a file transfer. For more information, see the pcAnywhere Web site at www.symantec.com/pcanywhere.

To install pcAnywhere 1

Log on to the Contact Center Multimedia/Outbound server as the local administrator.

2

Insert the Nortel Contact Center DVD into the server.

3

Open the PCAnywhere folder.

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Installing the Multimedia/Outbound server

4

Standard 7.23

Double-click the NTJK088A-02 - Host Only.exe file. Result: The Symantic pcAnywhere installation program starts.

5

Click Next. Result: The License Agreement window appears.

6

Accept the terms of the license agreement, and then click Next. Result: The Customer Information window appears.

7

Enter your user name and company details, and then click Next. Result: The Destination Folder window appears.

8

Accept the default location for installing the software, or click Change to choose a custom location.

9

Click Next. Result: The Ready to Install the Program window appears.

10

Click Install. Result: The installation program installs the software. After it is finished, the LiveUpdate window appears.

11

Click Next. Result: The installation program installs any updates.

12

56

Click Finish after the updates are installed.

Contact Center Multimedia/Outbound

March 2008

13

Installing the Multimedia/Outbound server

Click Finish after the installation is complete.

Starting pcAnywhere 11.5 or later for the first time 1

Log on to Windows as the local administrator.

2

Click Start > All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, select Skip, and click Yes to confirm.

ATTENTION

If the following message appears, it indicates that your video driver is incompatible with pcAnywhere: pcAnywhere detected and fixed a display driver problem. Please restart your computer to allow the change to take effect. You must uninstall pcAnywhere, update your video driver, and reinstall pcAnywhere.

Result: The Symantec pcAnywhere window appears. 3

Continue with the following procedure to configure pcAnywhere 11.5.

Configuring pcAnywhere 11.5 or later Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote server. Caller accounts restrict the use of pcAnywhere to appropriate users (for example, Nortel support personnel and distributors). If, during the pcAnywhere configuration, a message appears indicating that you do not have the rights to modify a setting or create a new caller, use the following the procedure to change the Windows user access rights for pcAnywhere files. To change the Windows access rights for pcAnywhere files 1

Ensure pcAnywhere is closed.

2

In Windows Explorer, navigate to the folder where pcAnywhere is installed.

3

Right-click the pcAnywhere folder icon, and then click Properties. Result: The pcAnywhere Properties window appears.

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4

Click the Security tab.

5

In the Name box, select Administrators.

6

To grant administrators full access to the pcAnywhere folder, in the Permissions box, ensure there is a check mark under Allow beside Full Control.

7

Click OK to save your changes and close the Properties dialog box.

Configuring an account in pcAnywhere 11.5 or later If you are using a modem connection with pcAnywhere, you must configure your modem before you perform this procedure. 1

If it is not already started, start pcAnywhere 11.5 by logging on to the server as the local Administrator, and then clicking Start > All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, click Skip, and click Yes to confirm.

2

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On the pcAnywhere manager (left side), select the Hosts option.

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On the File menu, choose New Item > Connection Wizard. Result: The Connection Wizard - Connection Method dialog box appears.

4

Select I want to use cable modem/DSL/LAN/dial-up Internet ISP.

5

Click Next. Result: The Connection Wizard - Authentication Type dialog box appears.

6

Select I want to set up a user name and password to create a new type of authentication.

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Click Next. Result: The Connection Wizard - Name and Password dialog box appears.

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8

In the User name box, type a name for the caller account. You can choose any name, or you can use a name familiar to you, such as NGenDist.

9

In the Password box, type the password for the caller account.

10

In the Enter the password again box, type the same password again.

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Click Next. Result: The Connection Wizard - Summary dialog box appears.

12

Review the summary.

13

Click Finish. Result: The Hosts dialog box reappears with the new account selected.

14

Type a custom name for this account to identify it in the list of caller accounts.

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Right-click the account name, and click Properties. Result: The Host Properties: dialog box appears.

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16

Click the Settings tab.

17

Select Launch with Windows and Run minimized.

18

Click the Callers tab.

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In the Caller list box, right-click the caller account you just created, and then click Properties. Result: The Caller Properties dialog box appears.

20

Click the Privileges tab.

21

Click Superuser.

22

Click OK to save your changes and close the Caller Properties dialog box. Result: The Host Properties dialog box reappears with the account now listed according to the IDs.

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23

Click the Security Options tab.

24

Under Session options, ensure the Session options are set to Host and Remote.

25

Under Login options, ensure Limit login attempts per call and Limit time to complete login are selected and set to 3.

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26

Click the Conference tab.

27

Ensure that Enable conferencing and Obtain IP address automatically are selected.

28

Click Apply to save your settings.

29

If you want to assign a password to control who can modify the network icon settings, click the Protect Item tab and type the password; otherwise, skip to the next step.

ATTENTION

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If you select the Required to modify properties option on the Protect Item tab, you must enter the password each time a setting is changed. Record the password and keep it in a safe place. If you forget the password, you cannot change any settings.

30

Click OK to save all pcAnywhere host settings.

31

Optionally, repeat steps 2 to 30 to create another caller account of your choice.

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Using Microsoft Remote Desktop Connection as your remote support access tool If pcAnywhere 11.5 is installed on your server, you do not need to enable Microsoft Remote Desktop Connection as your remote support access tool. Therefore, you can skip this procedure. Microsoft Remote Desktop Connection for administration (formerly known as the Terminal Services Administration Mode) is installed by default on Windows Server 2003. After you install Windows Server 2003, Microsoft Remote Desktop Connection is installed, but not enabled. To enable Microsoft Remote Desktop Connection for Administration To enable Microsoft Remote Desktop Connection for Administration, you must be logged on to the system with administrator privileges. 1

Click Start > Control Panel > System. Result: The System Properties dialog box appears.

2

Click the Remote tab.

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3

Select Turn on Remote Assistance and allow invitations to be sent from this computer.

4

Click OK.

For details about using Microsoft Remote Desktop Connection for Administration, see the Microsoft documentation at www.microsoft.com.

What is next? Continue with installing the Contact Center Multimedia/Outbound server software. For more information, see Step 4. “Install the Multimedia/Outbound server software” on page 70.

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Section B: Installation

In this section Step 4. Install the Multimedia/Outbound server software

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Step 5. Install the Multimedia/Outbound service updates

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Step 4. Install the Multimedia/Outbound server software Follow the procedures in this section to install the Multimedia/Outbound server. The Contact Center Multimedia/Outbound installation contains all components, but you can see only the components for which you are licensed. All unlicensed components are blocked.

Checking prerequisites Before the installation begins, the system checks to ensure that the following software is installed on the system: „

Java Runtime Environment - Release 1.5.0 You must ensure that you do not have the automatic update option selected. Contact Center Multimedia requres JRE 1.5.0 with no subversions.

„

Microsoft .NET Framework - Version 1.1 with .NET service pack 1

If this software is not already installed, it is installed automatically. A check is also performed to ensure that: „

The server is running Windows Server 2003 Enterprise or Standard version.

„

Microsoft Internet Information System (IIS) is installed.

If any of these checks fail, the installation is cancelled and a message box notifies you of the problem.

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Installing the Multimedia/Outbound server 1

Insert the Nortel Contact Center DVD into the DVD drive.

2

Select Contact Center Multimedia/Outbound.

3

Click Install.

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If either the Java Runtime Environment (JRE) Release 1.5.0 or the Microsoft .NET Framework is not installed, Contact Center Multimedia/ Outbound installs it automatically. Click OK to begin installation.

Result: The Welcome dialog box appears.

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Click Next. Result: The License Agreement dialog box appears.

5

Read the license agreement, select I accept the terms in the license agreement, and then click Next. Result: The Setup Type dialog box appears.

6

Select CCMM Server, and then click Next. Select the CCMM Server to install the following components:

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„

Contact Center Multimedia (CCMM) database

„

Contact Center Multimedia (CCMM) services and utilities

„

Contact Center Multimedia (CCMM) Database Migration utility

„

Contact Center Agent Desktop client

„

Contact Center Outbound Campaign Manager Tool client

Tip: For information about installing the Agent Desktop telephony toolbar on your Communication Control Toolkit server for telephony-only deployment, see the Communication Control Toolkit Installation and Maintenance Guide. If you are licensed for Web communications, you must install the external Web server on a separate server. For more information about the external Web server, see Chapter 3, “Installing and configuring the external Web server.” Result: The CCMM Server Type dialog box appears.

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7

Select Primary Server to install the production server, and then click Next. Tip: The Redundancy server is a warm standby server used for quick recovery if the primary server fails. For more information about installing the Redundancy server, see Chapter 8, “Installing the Standby server.” Result: The Multimedia Server Configuration dialog box appears.

8

Enter the host names for the following servers: Tip: The following server names must be entered. Use the information documented in the Installer’s Road Map. Do not use the IP addresses for the servers. „

Contact Center Manager Server—The name of the server that routes contacts to agents.

„

Contact Center License Server—The name of the server where the license manager information is installed.

„

Telephony Server—The name of the server that provides telephony control for agents on the Multimedia server (Communication Control Toolkit server).

„

Contact Center Administration Server—The name of the server where the administration information is configured (Contact Center Manager Administration server).

If you are licensed to use the e-mail feature, you can also enter the server names for the following servers:

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„

Inbound Mail Server—The name of your corporate e-mail server used for inbound mail.

„

Outbound Mail Server—The name of your corporate e-mail server used to send e-mail. The name of the inbound and outbound e-mail servers can be the same.

If you are licensed for the Web Communications feature, you can also enter the server name for the following: „

9

Web Communications Server—The name of the corporate server used for Web access and internet connections.

Click Next Result: The Destination Location dialog box appears.

10

Select the drives on which you want to install the Multimedia server software and the Multimedia server database, and then click Next. Nortel recommends that you:

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„

Install the Nortel Contact Center Multimedia server software on drive D, and the Multimedia database on drive F.

„

Install the Multimedia server software on a separate drive from the drive on which you installed your operating system.

„

Install the Multimedia database on a separate drive from the drive on which you installed the Multimedia server software.

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Ensure you have a minimum of 20 GB of disk space for the Multimedia database. The recommended disk space handles 1 000 000 contacts.

After you select a drive, you can click Space to verify the amount of disk space on the selected drive. If the installation program detects that you have not met the disk and disk space requirements, you are asked to change the drives.

„

To change the destination locations, click Yes, and repeat step 10.

„

To leave the destination locations, click No.

Result: The Ready to Install the Program dialog box appears.

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Review the information about the Installation Summary, and then click Install. Result: The Contact Center Multimedia/Outbound server software and database are installed. The InstallShield Wizard Completed dialog box appears.

12

Click Finish.

13

When you are prompted, click Yes to restart the server. Result: The installation is complete.

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Step 5. Install the Multimedia/Outbound service updates before installing the service update (SU) or service update supplement (SUS), Nortel recommends that you verify the patch level currently installed on the server by launching the Patch Viewer utility. On the server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Patch Viewer. You cannot install a patch that is older than an update that is already installed. Also, you cannot install a service update supplement unless the applicable service update is already installed. After you download and apply the latest service update, check to see if there are any updates posted in the installation addenda on the following Web sites: „

www.nortel.com (for end users)

„

www.nortel.com/pic (for distributors)

Follow the procedure in the service update Readme file for information about installing the latest service updates and service update supplements for the Contact Center Multimedia/Outbound software. ATTENTION

If a large number of contacts are queued and Contact Center Manager Server is restarted, Contact Center Manager server queues 5000 contacts per hour. A period of time can elapse before your contacts are displayed in RealTime displays or assigned to agents.

What is next? Configure the required settings for the Contact Center Multimedia/Outbound server. For more information, see Step 6. “Provide local users with the Log on as a service right” on page 82.

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Section C: Postinstallation

In this section Step 6. Provide local users with the Log on as a service right

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Step 7. Configure the shared inbound and outbound attachment folders

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Step 8. Configure Internet Information Services

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Step 9. Verify the Multimedia database installation

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Step 10. Other postinstallation tasks

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Step 6. Provide local users with the Log on as a service right To access Contact Center Multimedia software, you must configure two user types. These user types are: „

CCMMOPSUSR—The E-mail Manager service runs under the CCMMOPSUSR account instead of the local system account so that this service has permissions to stream attachment files to the inbound folder and attach files to outgoing e-mail from the outbound folder. These permissions must be attached to the folders. You must also set the password of the CCMMOPSUSR so that the password never expires. You must only configure CCMMOPSUSR if you are licensed for e-mail in your contact center.

„

IUSR_<Servername>—The IUSR account is an Internet Information Services (IIS) account used for all communication between the Multimedia server and the Agent Desktop over HTTPS (except for Communication Control Toolkit events over a configurable port). Agents read and attach files through HTTP rather than an open share, therefore, the attachment directories are defined as Web folders in IIS.

To provide local users with Log on as a Service right Your users must have the Log on as a Service permission to access folders that are configured as Multimedia services. 1

On the Windows Start menu, click All Programs > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.

2

Under Security Settings, double-click Local Policies in the left pane. Result: The list expands to show the local security policy settings.

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Click User Rights Assignment. Result: All rights that can be assigned to a user are displayed in the right pane.

4

Double-click Log on as a service. Result: The Log on as a service Properties dialog box appears.

5

Click Add User or Group. Result: The Select Users, Computers, or Groups dialog box appears.

6

Click Locations.

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7

In the Locations dialog box, select the Contact Center Multimedia server name from the list.

8

Click OK.

9

In the Enter the object name to select box, type CCMMOPSUSR.

10

Click Check Names to verify that the user name exists on the local computer.

11

Click OK. Result: The Logon as a service Properties dialog box appears.

12

Click Add User or Group. Result: The Select Users, Computers, or Groups dialog box appears.

13

Click Locations.

14

In the Enter the object name to select box, type IUSR_<Servername> where <Servername> is the name of your Multimedia server.

15

Click Check Names to verify that the user name exists on the local computer.

16

Click OK. Result: The Log on as a service Properties dialog box appears.

17

Click Apply to save the changes.

18

Click OK.

19

Close the Local Security Settings window.

Setting the password to never expire for CCMMOPSUSR To set the password to never expire for CCMMOPSUSR, perform the following steps.

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1

Click Start > Control Panel> Administrative Tools > Computer Management.

2

Click Local Users and Groups.

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3

Click Users.

4

Right-click CCMMOPSUSR, and then click Properties.

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On the General tab, select the check box Password Never Expires.

6

Click OK.

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Step 7. Configure the shared inbound and outbound attachment folders This procedure is optional. If you do not have a license for the E-mail Manager, proceed directly to Step 9. “Verify the Multimedia database installation” on page 109. Access on a shared folder is determined through two sets of permission entries: the permissions set on the share (called share permissions) and the permissions set on the folder (called NTFS file and folder permissions). You must provide access to a shared location for inbound and outbound e-mail attachments. These shared locations must be shared for the user types you configured in Step 6. “Provide local users with the Log on as a service right” on page 82.

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Use the procedures in this section to configure the shared folders with the required access permissions. ATTENTION

Risk of backup failure

Nortel recommends that you use the default attachment locations defined in this section. If required, you can choose a different location for the inbound and outbound shared e-mail folders. If you choose a different location, you must ensure that you: „

Create the inbound e-mail attachment folder with the path MailAttachments/Inbound.

„

Create the outbound folder with the path MailAttachments/ Outbound.

„

Share the inbound and outbound folders with the users CCMMOPSUSR and IUSR_<Servername>.

„

Share the inbound and outbound folders with the security group SYSTEM.

„

Set the NTFS access permissions for CCMMOPSUSR and IUSR_<Servername>.

„

Configure the correct folders in the e-mail attachment locations in the Multimedia Administrator application. For more information, see the Multimedia Administrator online Help.

Setting up the inbound attachment shared location

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1

Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database.

2

Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on which you installed your Contact Center Multimedia database.

3

Locate the folder Inbound.

4

Right-click the inbound folder, and select Properties.

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5

Click the Sharing tab.

6

Select the Share this folder option.

7

In the Share name box, type inboundattachment.

8

Add a description for the share (optional).

9

Leave the User Limit at Maximum allowed.

10

Click Permissions. Result: The Permissions for inboundattachment dialog box appears.

11

Click Add.

12

Click Locations.

13

In the Locations dialog box, select the Contact Center Multimedia server name from the list.

14

Click OK.

15

In the Enter the object name to select box, type CCMMOPSUSR.

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Click Check Names to verify that the user name exists on the local computer.

17

Click OK. Result: The Permissions for inboundattachment dialog box appears and the user is added to the list of users.

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18

Select the Multimedia user account (hostname/CCMMOPSUSR).

19

Allow Change and Read permissions for the Multimedia user account (hostname/CCMMOPSUSR).

20

Click Apply.

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21

Click Add to add a new user.

22

In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Multimedia server.

23

Click OK.

24

Select the Internet Guest Account (IUSR_<Servername> account).

25

Allow Full Control permissions for the Internet Guest Account.

26

Click Apply.

27

Select the Everyone default account.

28

Remove all permissions granted to the Everyone account.

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29

Click Apply to save the changes to permissions for this folder.

30

Click Add.

31

Click Location.

32

In the Locations dialog box, select the name of the Multimedia server from the list.

33

Click OK to close the Locations dialog box.

34

In the Enter the object name to select box, type SYSTEM.

35

Click Check Names to verify that the user name exists on the local computer.

36

Click OK. Result: The permissions for the inboundattachment window appears and the user is added to the list of users.

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37

Select the SYSTEM user account.

38

Select the check box under Allow and beside Full Control.

39

Click Apply.

40

Click OK.

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On the Inbound Properties dialog box, click Security.

42

Click Add to add a new user.

43

Click Locations.

44

In the Locations dialog box, select the Multimedia server name from the list.

45

Click OK to close the Locations box.

46

In the Enter the object names to select box, type CCMMOPSUSR.

47

Click OK.

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For the CCMMOPSUSR account, select the following permissions: Read & Execute, List Folder Contents, Read, and Write.

49

Click Apply.

50

Click Add to add a new user.

51

In the Enter the object names to select box, type IUSR_<Servername>.

52

Click OK.

53

For the IUSR account, select the following permissions: Read & Execute, List Folder Contents, Read, and Write.

54

If the SYSTEM security folder does not exist, in the Enter the object name to select box, type SYSTEM.

55

Select the check box under Allow and beside Full Control.

56

Click Apply to save the changes to permissions for this folder.

57

Click OK to complete the setup of the Inbound Attachments security.

Setting up the outbound attachment shared location

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1

Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database.

2

Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on which you installed your Contact Center Multimedia database.

3

Locate the folder Outbound.

4

Right-click the Outbound folder, and select Properties.

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5

Click the Sharing tab.

6

Select the Share this folder option.

7

In the Share name box, type outboundattachment.

8

Add a description for the share (optional).

9

Leave the User Limit at Maximum allowed.

10

Click Permissions. Result: The Permissions for outboundattachment dialog box appears.

11

Click Add.

12

Click Locations.

13

In the Locations box, select the Contact Center Multimedia server name from the list.

14

Click OK.

15

In the Enter the object name to select box, type CCMMOPSUSR.

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Click Check Names to verify that the user name exists on the local computer.

17

Click OK. Result: The Permissions for outboundattachment dialog box appears and the user is added to the list of users.

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18

Select the Multimedia user account (hostname/CCMMOPSUSR).

19

Allow Read and Change permissions for the Multimedia user account (hostname/CCMMOPSUSR).

20

Click Apply.

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Click Add to add a new user.

22

In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Multimedia server.

23

Click OK.

24

Select the Internet Guest account (IUSR_<Servername> account).

25

Allow Full Control for the Internet Guest account.

26

Click Apply.

27

Select the Everyone default account.

28

Remove all permissions granted to the Everyone account.

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29

Click Apply to save the changes to permissions for this folder.

30

Click Add.

31

Click Location.

32

In the Locations dialog box, select the name of the Multimedia server from the list.

33

Click OK to close the Locations dialog box.

34

In the Enter the object name to select box, type SYSTEM.

35

Click Check Names to verify that the user name exists on the local computer.

36

Click OK. Result: The permissions for the inboundattachment window appears and the user is added to the list of users.

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37

Select the SYSTEM user account.

38

Select the check box under Allow and beside Full Control.

39

Click Apply.

40

Click OK.

41

On the Outbound Properties dialog box, click Security.

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42

Click Add to add a new user.

43

Click Locations.

44

In the Locations dialog box, select the Redundancy server name from the list.

45

Click OK.

46

In the Enter the object names to select box, type CCMMOPSUSR.

47

Click OK.

48

For the CCMMOPSUSR account, select the following permissions: Read & Execute, List Folder Contents, Write, and Read.

49

Click Apply.

50

Click Add to add a new user.

51

In the Enter the object names to select box, type IUSR_<Servername>.

52

Click OK.

53

For the IUSR account, select the following permissions: Read & Execute, List Folder Contents, Read, and Write.

54

If the SYSTEM security folder does not exist, in the Enter the object name to select box, type SYSTEM.

55

Select the check box under Allow and beside Full Control.

56

Click Apply to save the changes to permissions for this folder.

57

Click OK to close the Outbound Properties box.

58

Close Windows Explorer.

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Step 8. Configure Internet Information Services Use these procedures to ensure that the users have the correct access to the shared folders for the client applications.

Updating the inbound attachment virtual directory 1

Open the Internet Information Service (IIS) Manager. On the Start menu, click All Programs > Administrative Tools > Internet Information Service (IIS) Manager.

2

Click the plus sign (+) to expand Local Computer.

3

Click the plus sign (+) to expand Web Sites.

4

Click the plus sign (+) to expand Default Web Site. Result: A list of virtual directories is displayed.

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Right-click the inboundattachment virtual directory, and select Properties. Result: The Inboundattachment properties window appears.

6

Click the Directory Security tab.

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Under Authentication and access control, click Edit. Result: The Authentication Methods window appears.

8

Update the User name and Password fields: „

Username: LocalComputerName\CCMMOPSUSR, where LocalComputerName is the name of the Contact Center Multimedia server

„

Password: _mm6NtRed!

ATTENTION

Risk of unauthorized access

You must change this password and document the new password securely for future reference.

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9

Click OK to save the changes and close the dialog.

10

If you are prompted to confirm the password you entered for the new user name, retype the password.

11

In the Properties window, click Apply to save your changes.

12

Click OK to close the Properties window.

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Updating the outbound attachment virtual directory 1

Open the Internet Information Service (IIS) Manager. On the Start menu, click Program Files > Administrative Tools > Internet Information Service (IIS) Manager.

2

Click the plus sign (+) to expand Local Computer.

3

Click the plus sign (+) to expand Web Sites.

4

Click the plus sign (+) to expand Default Web Site. Result: A list of virtual directories is displayed.

5

Right-click the outboundattachment virtual directory, and then select Properties. Result: The outboundattachment properties window appears.

6

Click the Directory Security tab.

7

Under Authentication and access control, click Edit. Result: The Authentication Methods window appears.

8

Update the User name and Password fields:

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„

Username: LocalComputerName\CCMMOPSUSR, where LocalComputerName is the name of the Contact Center Multimedia server

„

Password: _mm6NtRed!

ATTENTION

Risk of unauthorized access

Change this password and document the new password securely for future reference. 9

Click OK to save the changes and close the window.

10

If you are prompted to confirm the password you entered for the new user name, retype the password.

11

In the Virtual Directory properties window, click Apply to save your changes.

12

Click OK to close the Properties window.

13

Close the IIS Manager window.

Configuring the MIME types Configure Internet Information Services (IIS) on your Contact Center Multimedia server to configure the Multipurpose Internet Mail Extensions (MIME) types required by Contact Center Agent Desktop.

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1

On the Start menu, right-click My Computer, and then click Manage.

2

Expand Services and Applications.

3

Expand Internet Information Services.

4

Expand Web Sites.

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Right-click Default Web Site, and select Properties. Result: The Properties dialog box appears.

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6

Click the HTTP Headers tab.

7

Click MIME Types.

8

Click New.

9

In the Extension box, type .dic.

10

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Click OK.

12

Click New.

13

In the Extension box, type .eml.

14

In the MIME Type box, type application/octet-stream.

15

Click New.

16

In the Extension box, type .dat.

17

In the MIME Type box, type application/octet-stream.

18

Click OK to close the MIME Types box.

19

Click OK.

20

Click Apply to save the changes. If you are prompted to select any subfolders that inherit the changes, select those in the Agent Desktop hierarchy.

21

Continue to Setting Web content permissions.

Setting Web content permissions Web permissions control access to virtual directories on the Multimedia server for Multimedia clients. 1

On the Windows Start menu, select All Programs > Administrative Tools > Internet Information Services (IIS) Manager.

2

Click the plus sign (+) to expand the server folder. The server folder has the same name as your server.

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3

Click Web Services Extensions.

4

On the right side of the IIS Window, click the Extended tab if it is not already open.

5

Select Active Server Pages.

6

Click Allow (if Active Server Pages are not already allowed).

7

Close the Internet Information Services (IIS) Manager window.

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Step 9. Verify the Multimedia database installation Follow the procedure in this section to verify the installation of the Multimedia database is complete.

Verifying the Web services 1

On the Multimedia/Outbound Server, open Internet Explorer.

2

Browse to http://localhost/csp/multimedia/ws.Contact.cls. Result: The following Web page appears, indicating successful verification of the Web services.

If the Web page does not appear, contact your Nortel technical support prime.

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Step 10. Other postinstallation tasks You can perform the following postinstallation tasks.

Changing your event viewer settings Based on the size of your contact center, you can change the size of your Windows Application Log file that holds events produced by the Contact Center Multimedia Server application. For more information, see “Create Log reports” on page 1249.

Configuring SNMP (optional) If you are using the Windows Simple Network Management Protocol (SNMP) service to forward traps, you must perform these tasks: „

Configure the Windows SNMP service on the server.

„

Select the types of events you want to forward to the Network Management System (NMS).

„

Configure the NMS.

For more information, see “Configure the Windows SNMP service on the server” on page 1255.

Configuring security settings Ensure that your security settings meet the requirements for your contact center. For more information about configuring your security settings for Contact Center Multimedia server, see “Use the Windows Server 2003 Security Configuration Wizard” on page 1273.

What is next? Ensure your clients meet the requirements for your client applications. For more information, see Step 11. “Check the requirements for each client” on page 112.

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Section D: Client configuration

In this section Step 11. Check the requirements for each client

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Step 12. Install .NET Framework on clients

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Step 13. Configure access to client applications

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Step 11. Check the requirements for each client The Contact Center Agent Desktop and Outbound Campaign Management Tool are client applications installed on the Contact Center Multimedia/Outbound server. From a client, an agent types a URL into a Web browser or Windows Explorer and pulls the Contact Center Agent Desktop application from the Contact Center Multimedia/Outbound server to their desktop. The agent uses the Contact Center Agent Desktop to handle the following types of contacts: inbound voice, outbound voice, e-mail, and Web communications. From a client, supervisors or administrators can open the Outbound Campaign Management Tool from the Contact Center Manager Administrator to create outbound campaigns and load them to the Contact Center Multimedia/Outbound server for execution.

Verifying requirements Before you work with the client, follow the steps in this section to make sure you have the required information and materials for using the clients.

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1

Obtain the user ID and password that you need to log on to the client. On a Windows 2000 Professional or Windows XP Professional client, you need an account that has local administrative privileges.

2

Check that you have the following hardware. For complete details, see the Contact Center Planning and Engineering Guide: Description

Done

Client hardware

Each client running the Contact Center Multimedia server client applications has the following elements: „

Intel Pentium III 733 MHz CPU

❑

„

256 MB RAM

❑

„

4 GB disk space

❑

„

7200 rpm hard disk drive IDE/SCSI Bus

❑

„

VGA color monitor

❑

„

keyboard

❑

„

Microsoft-compatible mouse

❑

„

Network interface card (100 Mb/s Ethernet)

❑

„

Network connection to the Nortel server subnet

❑

„

TCP/IP

❑

Optional requirements: „

4-speed or higher CD-ROM drive

❑

„

sound card (required if you want the agent to hear an audible alert on their speaker or headset when a multimedia contact arrives)

❑

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Description

Done

Client software

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❑

„

Clients have one of the following operating systems: Windows 2000 Professional with service pack 4, Windows XP Professional with service pack 2, or Windows Vista

„

Microsoft .NET Framework 1.1 with service pack 1 (See Step 12. “Install .NET Framework on clients” on page 115)

❑

„

CCMM_Security_Policy.msi (See Step 13. “Configure access to client applications” on page 117”)

❑

„

Internet Explorer 5.5 or later

❑

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Step 12. Install .NET Framework on clients The .NET Framework version 1.1 and .NET service pack 1 must be installed on the clients before you can run an application such as the Contact Center Agent Desktop application or the Outbound Campaign Management Tool. You cannot install two different language versions of the .NET Framework on the same client. If you want to view .NET Framework applications in a different language, you must download the appropriate language version of the .NET Framework language pack.

Prerequisites for installing the .NET Framework Each client must meet the following requirements before you install the .NET Framework version 1.1 software and .NET service pack 1: „

Windows 2000 Professional (service pack 4) or Windows XP Professional (service pack 2)

„

Microsoft Internet Explorer 5.5 or later

Checking for the .NET Framework on a client If your clients are running the latest version of Windows XP or Windows 2000, check to see if the correct version of the .NET Framework version is already installed. 1

On the client, click Start > Settings > Control Panel.

2

Double-click Add or Remove Programs.

3

Select Microsoft .NET Framework 1.1.

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4

Click the support link.

5

Verify that the version is 1.1.4322. If the version is not correct, you must install the latest version of the Microsoft .NET Framework.

6

Click Close.

7

Close the Add and Remove Programs window.

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1

Log on to the client as the local administrator.

2

On the client, open the DVD folder CCMM/ Microsoft .NET Framework 1.1 Redistributables.

3

Double-click dotnetfx.exe to install the .NET Framework version 1.1.

4

When prompted to install the Microsoft .NET package, click Yes.

5

When the installation is complete, click OK.

6

On the client, open the DVD folder, CCMM/ Microsoft .NET Framework 1.1 Redistributables/service pack 1.

7

Double-click NDP1.1sp1-KB867460-X86.exe to install the .NET service pack 1.

8

When the installation is complete, click OK.

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Step 13. Configure access to client applications The Contact Center Agent Desktop and Outbound Campaign Management Tool applications are based on Microsoft .NET technology. The .NET deployment model is based on clients pulling the latest version of an application from a Web server. This .NET deployment provides the benefit of deploying a thick client using thin-client technology and the ability to automatically update the applications based on updates and patches on the server. Accessing the Web server introduces the potential for a client to download malicious code. The following information provides the procedures to set the security and to deploy the Contact Center Agent Desktop and Outbound Campaign Management Tool with minimal risk. The Nortel Multimedia security policy file, CCMM_Security_Policy.msi (Microsoft Installer), contains a policy level for the client to download and run assemblies with a particular strong name. A strong name consists of the assembly identity (name, version number, private key) and a public key. The Outbound Campaign Management Tool and the Contact Center Agent Desktop assemblies are digitally signed with a strong name based on the private key. After it is installed, the CCMM_Security_Policy.msi file instructs the clients to trust the assemblies with the strong name assigned to the Outbound Campaign Management Tool and the Contact Center Agent Desktop. You can install the CCMM_Security_Policy.msi file while you are logged on to the server as the local administrator.

Installing the CCMM_Security_Policy.msi file You must install the current Nortel CCMM_Security_Policy.msi file that is included in the latest service update. For more information about the latest service update, visit www.nortel.com. There are three methods to install the security policy: „

a manual installation, recommended to test the client applications on one or two clients

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„

SMS, recommended by Nortel, to install the msi file on multiple clients

„

Windows group policy to install the .msi file on multiple clients

If a client is outside the Multimedia server domain, then make the CCMM_Security_Policy.msi file available to the client from a secure network drive. Manual installation 1

Log on to the client as the local administrator.

2

Ensure Microsoft .NET Framework 1.1 Configuration Tool is not open.

3

Double-click CCMM_Security_Policy.msi to install the file. Result: The security policy file is applied.

SMS Because installation procedures through an SMS system can vary from one company to the next, follow your company guidelines to install the CCMM_Security_Policy.msi file for the SMS clients on your network. For more information about SMS clients, see the documentation on the Microsoft Web site at http://www.microsoft.com. An experienced system administrator can deploy the CCMM_Security_Policy.msi file. Group policy In addition to using an SMS server, a system administrator can install the CCMM_Security_Policy.msi file on clients within the same domain using a Windows group policy. For details, see document 324750 on the Microsoft knowledge base.

Confirming that the security policy is applied To confirm that the security policy is applied on any client, perform the following check:

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1

On the Windows Start menu, click Settings > Control Panel > Administrative Tools > Microsoft .Net Framework 1.1 Configuration.

2

Expand Runtime Security Policy > Machine > Code Groups > All_Code.

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Verify that you see Code Groups named CCMM, SHDocVw, and xceed.

What is next? Begin configuring the other components required for routing Multimedia contacts. For more information, see Step 14. “Configure phonesets on the switch for each agent” on page 122.

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Section E: External component configuration

In this section Step 14. Configure phonesets on the switch for each agent

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Step 15. Create a Windows user for each agent

123

Step 16. Configure the e-mail server

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Step 14. Configure phonesets on the switch for each agent You must ensure that the phonesets are configured on the switch. For more information, see the Contact Center, Communication Server 1000/Meridian 1 and Voice Processing Guide. You need to configure phonesets for agents that handle voice or outbound contacts. Agents who handle only e-mail contacts do not require a phoneset. Checklist for agent phonesets To configure agent phoneset terminal numbers (TN) on the switch for use with the Communication Control Toolkit, you must complete the tasks in this checklist. CS 1000/Meridian 1 for the agent

Done

Create a terminal number (TN) entry for each contact center agent as per instructions in the Contact Center Manager Server Installation and Maintenance Guide.

❑

Ensure that key 0 has Automatic call distribution call (ACD) functionality. TNs can be configured with a Contact Center Manager Server-specific ACD queue or a normal ACD queue used for both voice and media.

❑

If you are enabling outbound or scheduled callback dialing, ensure that a personal Dialed Number (DN) key is created on the contact center agent phoneset.

❑

Enable Associated Set Assignment (AST) for the ACD key and for one of the other personal DN keys.

❑

AST can only be configured on a maximum of two keys. Ensure that the Meridian Link Unsolicited Status Message (USM) group (IAPG option) is enabled.

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Step 15. Create a Windows user for each agent A Windows user account defines the actions a user can perform. You must create each user on the domain used by the contact center for agent resources. You must be logged on as the domain administrator or a member of the administrators group to create user accounts.

Creating a user account 1

Log on to the relevant domain controller with administrative privileges.

2

Open Active Directory Users and Computers. Click Start > All Programs > Administrative Tools > Active Directory Users and Computers.

3

Select the Domain used for Contact Center Agent Resources.

4

On the Action menu, click New > User.

5

Complete the relevant user details such as first name, last name, and user logon name and then click Next.

6

Enter and confirm the user password, and then click Next. A Microsoft Exchange e-mail mailbox for users is not required by Contact Center Multimedia, however, you can create a mailbox for the agent depending on your user requirements.

7

Review the user details.

8

Click Finish to create the Windows user.

Security To improve the security of a password, use at least two of these elements: uppercase letters, lowercase letters, and numbers. The more random the sequence of characters, the more secure the password. If you want to set up other password requirements such as minimum length, expiration time, or uniqueness, open Group Policy and go to Password Policy.

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Step 16. Configure the e-mail server This step must only be completed if you are licensed for e-mail contacts in your Multimedia contact center. Configure and create the required mailboxes to use with Contact Center Multimedia. Use the documentation supplied with your e-mail server software to configure the mailboxes to be used for receiving contacts. Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e-mail retrieval. Basic authentication passes the mailbox user and password in clear text to the e-mail server. You can increase your security by adding Secure Socket Layer (SSL) encryption. For more information about SSL encryption, see “Enable SSL on the E-mail Manager” on page 1281.

What is next? Configure the required elements in the Contact Center Manager Server. For more information, see Step 17. “Enable Open Queue” on page 126.

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Section F: Contact Center Manager server configuration

In this section Step 17. Enable Open Queue

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Step 18. Ensure the CCT server is configured

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Step 17. Enable Open Queue Open Queue is a licensed feature on Contact Center Manager Server. Open Queue must be enabled for Contact Center Multimedia/Outbound to route, create, read, and delete contacts in Contact Center Manager Server. ATTENTION

If a large number of contacts are queued and Contact Center Manager Server is restarted, Contact Center Manager server queues 5000 contacts per hour. A period of time can elapse before your contacts are displayed in Real-Time displays or assigned to agents.

The License Manager on the License server must contain the correct license information to provide Open Queue feature. For a description of the licensing, see Appendix B, “Feature licensing.”

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Enabling Open Queue 1

On the Start menu of the Contact Center Manager Server, choose All Programs > Nortel Contact Center > Server Setup Configuration. Result: The Nortel Contact Center Management Server Setup Configuration Utility dialog box appears.

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Click the License Manager tab. Result: The License Manager page appears.

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3

From the CCMS Optional Package list, select Open Queue.

4

Continue with “Ensure the CCT server is configured” on page 129.

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Step 18. Ensure the CCT server is configured You must ensure that the Communication Control Toolkit server is configured in Contact Center Manager Server. 1

In the Server Setup Configuration Utility dialog box, click the CCT Server tab.

2

If you are using a remote Communication Control Toolkit server, select the Use a remote CCT server check box.

3

Ensure the CCT server host name is correct.

4

Keep the default CCT port numbers. For more information about Communication Control Toolkit port numbers, see the Communication Control Toolkit Technical Requirements and Operating System Configuration Guide and the Communication Control Toolkit Installation and Maintenance Guide.

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Click OK. Result: The Manager Server dialog box appears.

6

Click Yes. Result: The server is configured.

7

Click OK. Result: The following dialog box appears.

8

Click Yes to restart the server.

9

After you restart the sever, Contact Center Manager Server is Open Queue-enabled and configured for use with the Communication Control Toolkit server.

What is next? Configure the required resources in the Contact Center Manager Administration. For more information, see Step 19. “Refresh the Contact Center Manager Server” on page 132.

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Section G: CCMA server configuration

In this section Step 19. Refresh the Contact Center Manager Server

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Step 20. Configure the agent phonesets

135

Step 21. Create required multimedia skillsets

138

Step 22. Create supervisors and agents

141

Step 23. Create route points

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Step 24. Configure the sample multimedia scripts

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Step 25. Add the Multimedia Server to CCMA for reporting

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Step 19. Refresh the Contact Center Manager Server You must enable Open Queue and refresh Contact Center Manager Server before you can see the multimedia contact types.

Logging on to the Contact Center Manager Administration 1

Start Internet Explorer.

2

In the Address box, type http:// followed by the server name. For example, http://.

3

Press Enter. Result: If you have already configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of SOAP 3.0 on the PC for version SU03 or earlier, then the Contact Center Manager Administration logon window appears.

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4

Enter your Webadmin user ID and password in the boxes.

5

Click Login. Result: The Contact Center Manager Administration main window appears

Refreshing a server ATTENTION

Only the default administrator, webadmin, can add, edit, delete, and refresh servers in Contact Center Manager Server.

1

Log on to Contact Center Manager Administration. For instructions, see “Logging on to the Contact Center Manager Administration” on page 132.

2

Click Configuration. Result: The Configuration window appears.

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3

On the system tree, click the server that you want to refresh.

4

On the menu bar, click Server > Refresh Server. Result: The system asks if you are sure you want to refresh the selected server.

5

Click Yes. Result: The system warns that all browsers using Contact Center Manager Administration must be refreshed. If there has been a feature change to the Contact Center Manager Server, the change is not reflected in each browser until it is refreshed.

6

Click Yes. Result: The system refreshes the server in the system tree.

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Step 20. Configure the agent phonesets You must add and acquire each phoneset that an agent or supervisor uses to log on to the system. When Contact Center Manager Server acquires a phoneset, the Communication Server 1000/Meridian 1 PBX switch begins sending messages about these phonesets to the system. After you save a phoneset, you cannot modify it. You must delete your saved phoneset, then add a new phoneset to change the phoneset configuration.

Adding a phoneset Before you perform this procedure, you must configure the phoneset on the switch. For more information, see Step 14. “Configure phonesets on the switch for each agent” on page 122. Repeat this procedure for each phoneset you want to add. 1

Log on to Contact Center Manager Administration. For more information, see “Logging on to the Contact Center Manager Administration” on page 132.

2

Click Configuration. Result: The Configuration window appears.

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3

On the system tree, double-click the server in Contact Center Manager Server to which you want to add the phoneset. The server expands to show the resources.

4

Click Phonesets and Voice Ports. Result: The Phonesets/Voice Ports window appears.

5

In the Name box, type the name of the phoneset as you want it to appear in reports.

6

In the Type box, select the type of terminal.

7

In the Address box, type the address of the phoneset on the telephony server.

8

In the Channel box, type the channel number.

9

Click in any other row of the table. The system adds the phoneset, and Not Acquired appears in the Status column.

Acquiring a phoneset You must acquire each phoneset so that the switch sends a message to the system when the agent logs on to the phoneset.

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Repeat this procedure for each phoneset you want to acquire. 1

In the Phonesets/Voice Ports window, in the table, select the Acquired check box in the row containing the phone set that you want to acquire. Tip: Clear the Acquired check mark to deacquire the phoneset.

2

Click in any other row in the table to save your action. The system acquires or deacquires the phoneset, and the status appears in the Status column. Tip: Click Refresh Status to view the current status of the acquisition or de-acquisition.

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Step 21. Create required multimedia skillsets Use the following procedure to create a multimedia skillset. Repeat this procedure for every skillset you want to create. You must create skillsets for the contacts you are eligible to receive or send. You must have at least one skillset for each type of contact. For this purpose, a default skillset is created in Contact Center Manager Administration. For e-mail contacts, you must configure a mailbox for each skillset from which you want to send a reply, if you want to reserve the original To address as the Reply From address. You can use the same mailbox for multiple skillsets. After the skillsets are created, you must assign agents to the skillsets.

Adding a local multimedia skillset 1

Log on to the Contact Center Manager Administration.

2

Click Configuration. Result: The Configuration window appears.

3

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In the system tree, double-click the server in Contact Center Manager Server to which you want to add the skillset. The server expands to show the resources.

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Click the Skillsets folder. Result: The Skillsets window appears in the right pane.

5

In the next available row, in the Skillset Name box, type the name for the skillset. Tip: If you are creating an e-mail skillset, the prefix EM_ must appear before the skillset name. If you are creating an outbound skillset, the prefix OB_ must appear before the name. If you are creating a Web Communication skillset, WC_ must proceed the name. If you use any other prefix, the skillset is assigned to voice contacts.

6

From the Default Activity Code list, select the activity code that is registered whenever this skillset is used. This number must be defined in the system already.

7

From the Threshold Class list, select the threshold class associated with this skillset.

8

From the Call Age Preference list, select how you want to configure the order of calls in the queue. If you want to give priority to the oldest call in the system, select Oldest. Tip: All skillsets used by Contact Center Multimedia must have the Call Age Preference set to Oldest to ensure that the contact that is in the system for the longest time is presented to an agent first.

9

Optionally, in the Map to ACD-DN box, type the ACD-DN number to which the skillset can be mapped. If you map the skillset to an ACD-DN, calls to that ACD-DN are pegged against the skillset in reports.

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10

From the Out of Service Mode list, select a value to take the skillset offline and specify the service mode for the manual night service switch.

11

Optionally, in the Comment box, type any comments you have about the skillset.

12

Press tab to save your changes.

For more information about creating networking skillsets, see the Contact Center Manager Administration online Help.

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Step 22. Create supervisors and agents Supervisors review information about agents who report to them in the contact center. You must configure agents who handle Multimedia contacts the correct skillsets defined in Contact Center Manager Administration.

Adding a supervisor 1

Log on to Contact Center Manager Administration.

2

Click Contact Center Management.

3

On the system tree, click the Contact Center Manager Server under which you want to add the supervisor. Tip: Before you can add a new supervisor, you must select a server from the server tree.

4

On the Contact Center Management menu bar, click Add > Supervisor. Result: The New Supervisor Details window appears.

5

Enter the following mandatory information about the supervisor: „

first name

„

last name

„

phoneset logon ID

„

telephony/port address

6

Enter any optional information about the supervisor (for example, title or department).

7

If the supervisor must log on to the Contact Center Manager Administration server and use Contact Center Manager, enter a Contact Center Manager Administration user ID and password for the supervisor.

8

Click Submit to save the new supervisor profile.

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Adding an agent 1

Log on to the Contact Center Manager Administration.

2

Click Contact Center Management.

3

On the system tree, click the Contact Center Manager Server under which you want to add the agent.

4

On the Contact Center Management menu bar, click Add > Agent. Result: The New Agent Details window appears.

5

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Enter the following mandatory information about the agent: „

first name

„

last name

„

login ID

„

primary supervisor

„

call presentation

„

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6

Enter any optional information about the agent (for example, title, department, or comments).

7

Click Contact Types to display the list.

8

Assign Contact Types to the agent by selecting the relevant check boxes.

9

Click Skillsets to display the list.

10

Within the Skillsets area, click List All to list all skillsets configured on the server. Tip: If you do not see a skillset to which you need access, because it is not included in your partition. Contact your administrator and request that the skillset is added to your partition.

11

In the table listing all skillsets, select the priority numbers beside the skillsets to which you want to assign the agent, or select Standby to put the agent in standby mode for this skillset. Skillset priority can range from 1 to 48, with 1 being the highest priority for this skillset.

12

If you have administrator privileges, you can now add this new agent to the partitions that are assigned to the agent’s supervisor (instead of doing so in Access and Partition Management). Click the Partitions drop-down heading. The list of partitions configured on the server appears.

13

Select the check boxes beside the partitions to which you want to add the new agent.

14

Click Submit to save your changes.

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Step 23. Create route points Route points are used to assign a destination for the multimedia contacts that are assigned to skillsets. If you add an Open Queue CDN (route point) you do not need to configure the CDN (route point) to the switch.

Adding a CDN (route point) on an Open Queue-enabled server 1

Log on to the Contact Center Manager Administration.

2

On the system tree, double-click the server in Contact Center Manager Server to which you want to add the Open Queue CDN (route point). The server expands to reveal its resources.

3

Click the CDNs (route points) heading. Result: The CDNs (route points) window appears.

4

Select the OpenQueue tab.

5

In the Name box, type the name of the Open Queue CDN (route point) as you want it to appear in reports.

6

In the CDNUri box, type a value for the Universal Resource Indicator (URI) of the Open Queue CDN (route point).

7

From the Call Type list, select Open Queue Local if you want to use the Open Queue CDN (route point) for local calls or select Open Queue Network if you want to use the Open Queue CDN (route point) for network calls. Tip: You must enable the networking option if you want to use the Open Queue CDN (route point) for network calls.

8

Click in any other row of the table. Result: The system adds the Open Queue CDN (route point), and Not Acquired appears in the Status column.

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Acquiring an Open Queue CDN (route point) After you add a CDN (route point) to Contact Center Manager Server, you must acquire it to enable the system to track calls terminated on it. 1

In the Open Queue table of the CDNs (Route Points) window, select the Acquired check box in the row containing the Open Queue CDN (route point) that you want to acquire. Tip: Clear the Acquired check box to deacquire the Open Queue CDN (route point).

2

Click in any other row in the table to submit/save your action. Result: The system acquires or deacquires the Open Queue CDN (route point), and the status appears in the Status column. Tip: Click Refresh Status to view the current status of the acquisition or deacquisition.

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Step 24. Configure the sample multimedia scripts Scripts for Contact Center Multimedia correctly route multimedia contacts. Sample scripts are provided in the scripting application. Nortel recommends that you integrate these sample scripts with your existing Contact Center Manager Server scripts so that multimedia contacts are routed correctly; however, you may need to customize the sample scripts. For more information about Multimedia scripts, see the Contact Center Scripting Guide. The sample scripts demonstrate the following functionality: „

queuing a contact to a multimedia skillset using the contact intrinsics %SKILLSET%SKILLSET and %PRIORITY%PRIORITY

„

queuing a contact to a multimedia agent using the contact intrinsics %AGENT%AGENT and %PRIORITY%PRIORITY

„

handling scheduled contacts that have a callback date and time set using the contact intrinsics %DATE%DATE, %TIME%TIME and NEXTYEAR

„

queuing contacts that were pulled by an agent using the Agent Desktop using the contact intrinsic QUEUETYPE

The following sample scripts are included:

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„

c_Master_Handles_Multimedia—This script passes execution for multimedia contacts to the relevant primary script for the contact type. You must add necessary voice handling sections to the master script.

„

EM_Email_Primary—This primary script is executed for e-mail contacts. The script passes execution to the c_Scheduled_Contact_Handler script. Email contacts are pegged against this application in both historical reports and real-time displays.

„

OB_Outbound_Primary—This primary script is executed for outbound contacts. The script passes execution to the c_Scheduled_Contact_Handler script. Outbound contacts are pegged against this application in both historical reports and real-time displays.

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„

WC_Web_Primary—This primary script is executed for Web communications contacts. The script passes execution to the c_Scheduled_Contact_Handler script. Web communications contacts are pegged against this application in both historical reports and real-time displays.

„

c_Scheduled_Contact_Handler—This script waits the required number of seconds until the Callback Time and then passes execution to the c_Queue_Multimedia_Contact script.

„

c_Queue_Multimedia_Contact—This script checks if the contact is queued directly to an agent. If so, the script attempts to queue the contact to the agent. If the preferred agent is not logged on, the script queues the multimedia contact to its assigned skillset.

The variables required for the Multimedia script implementation are provided in the following table. Variable Name

Type

c_contact_type_email_gv

contact type global

item

Email

c_contact_type_outbound_gv

contact type global

item

Outbound

c_contact_type_voice_gv

contact type global

item

Voice

c_contact_type_web_gv

contact type global

item

Web_Communications

c_contact_type_video_gv

contact type global

item

Video

contact_cbdate_cv

Date

call

item

01/01

contact_cbtime_cv

Time

call

item

00:00

callback_nextyear_cv

String

call

n/a

NO

contact_agent_cv

AGENT_ID call

item

Any Agent

contact_priority_cv

PRIORITY

call

item

6

contact_skillset_cv

SKILLSET

call

item

Any Skillset

contact_queuetype_cv

String

call

n/a

NOQUEUE

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Class Default Value

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Importing sample scripts When you install Contact Center Manager Administration, the system automatically installs the sample scripts in the following folder on Contact Center Manager Administration server: C:\Program Files\Nortel Networks\WClient\Server\SampleScripts where C: is the drive on which you installed Contact Center Manager Administration. You can use the sample Multimedia scripts in Contact Center Manager by importing them into either an existing script or a new script in the Scripting component. The Import command adds the text of the imported sample script at the end of any text in the current script. You can import a sample script into Contact Center Manager Administration in two ways: „

To import a sample script into an existing script, in the Script Manager, double-click the script into which you want to import the sample script. The script opens in the Script Editor.

„

To import a sample script into a new, blank script, right-click on the Script Manager folder and select New from the resulting menu. The Script Editor opens with a blank starting page.

To import a sample script 1

From the Contact Center Manager Administration Lauchpad, click Scripting.

2

Right-click on the Script Manager folder.

3

Select New. Result: The Script Editor window appears.

4

In the Script Editor window, click File > Import. Result: The Import window appears.

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5

Select the From Server option button, and then navigate to the location on the server where the sample scripts are stored.

6

Select the sample script that you want to import.

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Click Open. Result: The system adds the text of the sample script to the end of the current script, or to the place at which you put your cursor before importing the script.

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Step 25. Add the Multimedia Server to CCMA for reporting After the Contact Center Multimedia/Outbound server is installed, you must configure Contact Center Manager Administration with the name and IP address of the new Multimedia server. You must log on to Contact Center Manager Administration as the Web administrator. ATTENTION

Risk of interrupting another user

Only one person at a time can log on as the Web administrator in Contact Center Manager Administration.

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1

Log on to the Contact Center Manager Administration.

2

Click Configuration.

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3

On the Server menu, in the top left corner, click Add Server.

4

In the Server Name box, type the name of the Contact Center Multimedia/ Outbound server. After you enter the Contact Center Multimedia server name, the system automatically inserts the IP address and display name.

5

In the Login ID box, type the ID for the reporting user for the server. The Login ID for the Multimedia server is always mmReport.

6

In the Password box, type the password for the reporting user for the server. The default user password is mmRep. Tip: You can change the reporting user password in the Multimedia Administrator.

7

From the Type list, select CCMM.

8

Click Submit.

Associating the reporting server to a Contact Center Manager Server You must associate the Contact Center Multimedia/Outbound server that is required for reporting with the configured Manager server.

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1

Log on to Contact Center Manager Administration.

2

Click Configuration.

3

Below the Server menu, in the top left corner, select the Contact Center Manager Server that you want to associate a server with, right-click, and then click Edit Properties.

4

Under Associated Reporting Server, click the Select box next to the Multimedia server you added. Tip: Only associate one of each type of server with a Contact Center Manager Server. If you associate more than one of the same type of server with a Contact Center Manager Server, then the first one assigned is used.

5

Click Submit.

6

On the Launchpad menu, click Log out.

What is next? Configure the Communication Control Toolkit resources. For more information, see Step 26. “Import the agent phonesets to the TAPI database” on page 154. 152

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Section H: CCT server configuration

In this section Step 26. Import the agent phonesets to the TAPI database

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Step 27. Configure the Contact Management Framework option

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Step 28. Import the contact center users into CCT

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Step 29. Import the terminals and addresses into CCT

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Step 30. Import the Windows users into CCT

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Step 31. Import the agent workstations into CCT

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Step 32. Map terminals to workstations (optional)

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Step 33. Map users to addresses, terminals, and contact center users

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Step 26. Import the agent phonesets to the TAPI database Download information from the CS1000/Meridian 1 switch to the TAPI database.

Downloading information from the CS 1000/Meridian 1 switch Before you download information from the CS 1000/Meridian 1 switch, you must create a switch configuration information text file on the TAPI server. To create a switch configuration information text file To complete these steps, ensure that a cable is connected from the server to the switch.

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1

Open a text editor (such as Notepad).

2

Create a new text file called download.txt.

3

Save the download.txt file in the c:\Program Files\Nortel\CCT\TAPI\ directory on the Communication Control Toolkit server.

4

On the Start menu, choose All Programs > Accessories > Communication > HyperTerminal to connect to the CS 1000/Meridian1 switch from the Communication Control Toolkit server.

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If HyperTerminal is not in the Communication menu, go to Start > Control Panel > Add or Remove Programs. Add HyperTerminal by selecting Add/ Remove Windows Components, then navigate to Accessories and Utilities, and click Details. Select Communication, and click Details. Select HyperTerminal, and click OK. HyperTerminal is installed from the Windows installation CD; therefore, the Windows installation CD must in the drive. Result: The following dialog box appears.

5

Enter the name for the connection. Result: The Connect To dialog box appears.

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In the Connect using list, choose COM1 or the COM port connected to the CS 1000/Meridian 1 switch. Result: The COM1 Properties dialog box appears.

7

Verify the information in this dialog box, make any necessary changes, and then click OK. Result: The HyperTerminal window appears.

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At the prompt, type login to log on to the switch. Enter the user ID and the password for the switch. Tip: If the prompt is not present, continue to press Enter until the prompt appears.

9

On the Transfer menu, select Capture Text.

10

Browse to the download.txt file that you created earlier, and then click Start.

11

Enter the following commands in LD 20: „

At the logon prompt, type LD 20, and press Enter.

„

At the REQ: prompt, type PRT, and press Enter.

„

At the TYPE: prompt, type TNB, and press Enter.

„

At the TN: prompt, press Enter.

„

At the CDEN: prompt, press Enter.

„

At the CUST: prompt, type 0 (or customer number), and press Enter.

„

At the DATE: prompt, press Enter.

„

At the PAGE: prompt, press Enter.

„

At the DES prompt, press Enter.

Tip: Downloading information from the CS 1000/Meridian 1 overlay can take a long time. Result: The commands are saved in LD 20. 12

To return to the prompt, enter **** (Shift + 8888) and press Enter.

13

Type logo, and then press Enter. Result: You are logged off from the CS 1000/Meridian 1 switch.

To convert the text file To convert the text file containing switch information, perform the following tasks in the Symposium TAPI Service Provider (SP) configuration application. Download only the CDNs that you require for TAPI operation. If you download other CDNs, you must delete them after the download is complete.

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1

Select Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database.

2

If you are prompted, enter the customer number for the switch. Result: The application configuration dialog box appears.

3

Click Convert Text file. Result: The Open dialog box appears.

4

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Browse to the download.txt file you created. For more information, see “To create a switch configuration information text file” on page 154.

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Click Open. Result: The Translator Status dialog box appears.

6

Click Start.

7

When the import process is complete, click OK. ATTENTION

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The conversion process adds all information downloaded from the CS 1000/Meridian 1 switch to the Symposium TAPI SP database. Some of this information can be unnecessary or inappropriate. For example, the CS 1000/Meridian 1 switch works on the assumption that IVR ports are analog. These ports must be set on the TN Table dialog box of the configuration application. You must delete downloaded CDNs that Symposium TAPI SP does not need to monitor. To perform these tasks, navigate to Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database. Click the Meridian 1 Host tab. Click the TN Table button.

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Verifying the agent phonesets are imported correctly to the TAPI database 1

Select Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database.

2

Click the Meridian 1 Host tab.

3

Click TN Table. Result: The Line Devices dialog box appears.

4

Ensure that the required TNs for the agent phonesets are imported correctly to the TN table. If you need to manually add a TN that was not imported, perform the following steps: a. Click Add Line. Result: The Add a Terminal Number Record dialog box appears.

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b. Type the Loop, Shelf, Card, and Unit numbers that identify the physical location on the CS 1000/Meridian 1 switch of the TN you are adding. c. Click OK. Result: The new TN is added to the TN table. d. To add a new DN, click Add DN. Result: The DN Properties dialog box appears.

e. In the Position ID, type the position ID of the set. f.

In the DN Type box, choose ACD.

g. In the Key # box, enter 0. h. Click OK. Result: The information is saved to the DN table and to the TN table. i.

Select the same line number to which you just added the position ID.

j.

Click Add DN. Result: The DN Properties dialog box appears.

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k. In the Directory box, enter the directory number for the SCR DN. l.

In the DN Type box, choose SCR.

m. In the Key # box, enter 3.

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5

Click OK to exit the TN table.

6

Click OK.

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Step 27. Configure the Contact Management Framework option You must ensure that you select the Contact Management Framework option that is appropriate for your contact center configuration. To do this, you must know whether your contact center servers (Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit) are on stand-alone servers, or co-resident.

Configuring the Communication Control Toolkit console Follow these steps to add the Nortel Communication Control Toolkit (NCCT) Admin and NCCT Maintenance snap-ins only if you did not configure the Communication Control Toolkit Console during Communication Control Toolkit server installation. 1

Log on to the Communication Control Toolkit server.

2

Click Start > Run, type mmc at the prompt, and then click OK. Result: The Console appears.

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Standard 7.23

On the File menu, choose Add/Remove snap-in. Result: The Add/Remove Snap-in dialog box appears.

4

Click Add. Result: The Add Standalone Snap-in dialog box appears, containing a list of all available MMC snap-ins.

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Select NCCT Admin, and then click Add. Result: The NCCT Admin Select Computer dialog box appears.

6

Select the computer that you want the NCCT Admin snap-in to manage.

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Click Finish. Result: The Add Standalone Snap-in dialog box appears.

8

Select NCCT Maintenance, and click Add. Result: The NCCT Maintenance snap-in is added to the console.

9

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Click Close.

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Click OK. Result: The following window appears.

Configuring the Contact Management Framework 1

Open the NCCT 6.0 Console on the Communication Control Toolkit server.

2

On the left pane of the NCCT 6.0 Console, expand NCCT Admin and select CCT Server. Result: CCT Server appears in the right pane of the console.

3

Double-click CCT Server in the right pane of the console. Result: CCT Server Properties dialog box appears.

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Click the CMF Configuration tab. Result: The CMF Configuration page appears.

5

In the Communication Control Toolkit Deployment Type section, select the first or second option (depending on the configuration of the Contact Center servers). Tip: If you configure the CMF for stand-alone deployment, then you must restart all core Communication Control Toolkit services. If you configure the CMF for co-resident deployment then you must start all Contact Center Manager Server and all core Communication Control Toolkit services. To stop and restart the core Communication Control Toolkit services, do the following: a. On the NCCT Console, expand NCCT Maintenance. b. Click Services on the left pane.

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c. On the right pane of the Console window, double-click Services. Result: The Communication Control Toolkit Services Properties dialog box appears.

d. Click

to stop the services.

e. Click

to restart the services.

To stop and restart Contact Center Manager Server services, do the following: a. Log on to the Contact Center Manager server as administrator. b. On the Windows Start menu, choose All Programs > Nortel Contact Center > Manager Server > Shutdown. Result: The Contact Center Manager Server Shutdown utility window appears.

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c. Click OK. Result: The utility shuts down all Contact Center Manager Server services, and then the Service Status Log window appears. If a service was unable to shut down, a message appears in the Service Status Log. d. From the Windows Start menu, choose All Programs > Nortel Contact Center > Manager Server > Startup. Result: The Contact Center - Manager Server Startup Utility window appears.

e. Click OK. Result: The Communication Control Toolkit server name automatically appears in the CCT Server Name box.

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6

In the CCMS Server Name box, type the server name of the Contact Center Manager server.

7

Click Apply to save the Contact Management Framework settings.

8

Click OK to close the window.

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Step 28. Import the contact center users into CCT You must import the contact center users configured in Contact Center Manager Administration to the Communication Control Toolkit server. Importing multiple resources is more reliable than adding individual resources one at a time. You must ensure that all of the agents (contact center users) you configured are imported to the Communication Control Toolkit server. Before importing Contact Center users, you must: 1.

Enable the Open Queue feature on Contact Center Manager Server. You completed this task in Step 17. “Enable Open Queue” on page 126.

2.

Configure the Communication Control Toolkit server using the NCCT 6.0 Console. You completed this task in Step 27. “Configure the Contact Management Framework option” on page 163.

3.

Enable the Contact Management Framework. You completed this task in Step 27. “Configure the Contact Management Framework option” on page 163).

Importing Contact Center users 1

Make sure that the following Control Communication Toolkit server services are stopped: „

NCCT Server

„

NCCT TAPI Connector Service (if installed)

„

Nortel MPS Manager (if installed)

„

Nortel RSH Daemon (if installed)

To stop these services: a. Click Start > Administrative Tools > Services. b. Right-click each service, and then click Stop. c. Close the Services window. 2

Close the NCCT 6.0 Console.

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Standard 7.23

Restart the Data Access Layer service. a. Click Start > Administrative Tools > Services. b. Right-click Data Access Layer service, and then click Restart. c. Close the Services window.

4

Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.

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On the NCCT 6.0 Console, expand NCCT Admin and click Importing Tools. Result: The available importing tools appear.

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Double-click Import Contact Center Users. Result: The Import Contact Center Users Properties window appears.

7

Select a Contact Center user from the Available Contact Center Users list and click Add; or click Add All to import all available Contact Center users.

8

Click OK. Result: You are prompted with a notification that all selected users are imported.

9

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Click OK.

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Step 29. Import the terminals and addresses into CCT To avoid errors, Nortel recommends that you import resources rather than add them individually. You can add multiple addresses and terminals from TAPI SP using the Import M1 TSP Data tool.

Importing multiple addresses and terminals 1

Make sure that the following Control Communication Toolkit server services are stopped: „

NCCT Server

„

NCCT TAPI Connector Service (if installed)

„

Nortel MPS Manager (if installed)

„

Nortel RSH Daemon (if installed)

To stop these services: a. Click Start > Administrative Tools > Services. b. Right-click each service, and then click Stop. c. Close the Services window. 2

Close the NCCT 6.0 Console.

3

Restart the Data Access Layer Service. a. Click Start > Administrative Tools > Services. b. Right-click Data Access Layer service, and then click Restart. c. Close the Services window.

4

Log on to the Communication Control Toolkit server.

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Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.

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Expand NCCT Admin and select Importing Tools. Result: The available Importing Tools appear in the right pane of the console.

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Double-click Import M1 TSP Data. Result: The Import M1 TSP Data Properties dialog box appears.

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Click Browse. Result: The available terminals and addresses in the TAPI Service Provider for M1 database appear.

Tip: No selection is possible; you must import all available terminals and addresses to ensure that all terminals are imported with their associated addresses and vice versa. 9

Click Apply. Result: The Importing from M1 dialog box appears.

10

Click OK. Result: The M1 database is imported.

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Step 30. Import the Windows users into CCT You can import Windows users from the from the Communication Control Toolkit 6.0 server and the local domain using the Import Windows Users tool. A Communication Control Toolkit user is a logical representation of a Microsoft Windows user. If you do not want to import Windows users, skip this step and continue on to Step 31. “Import the agent workstations into CCT” on page 183. Some considerations for importing users from a domain. „

If you import users from a domain, the Communication Control Toolkit user must be logged on to the specified domain.

„

If you import domain users configured using the domain.companyname.com format, the utility imports the user in the format domainname\username.

„

If you import users from a domain, the Communication Control Toolkit administrator must be logged on to the server using a domain user account that is also a local administrator account on the Communication Control Toolkit server.

To import Windows users 1

Log on to the Communication Control Toolkit server.

2

Make sure that the following Control Communication Toolkit server services are stopped: „

NCCT Server

„

NCCT TAPI Connector Service (if installed)

„

Nortel MPS Service (if installed)

„

Nortel RSH Daemon (if installed)

To stop the services a. Click Start > Administrative Tools > Services. b. Right-click each service, and then click Stop. c. Close the Services window 3 180

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Restart the Data Access Layer Service. a. Click Start > Administrative Tools > Services. b. Right-click the NCCT Data Access Layer service, and then click Restart. Result: The service is restarted. c. Close the Services window.

5

Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.

6

Expand NCCT Admin.

7

Click Importing Tools. Result: The available Importing Tools appear.

8

Double-click Import Windows Users.

9

In the Location box, select the domain or server in which you want to look for Windows users. You can import CCT Server users, CCT Domain users, or by selecting CCT server in the Location box. To import Windows users from the CCT Server, perform the following: a. In the Location box, select the CCT server from which you want to import users. b. In the Object Type box, select the group of users you want to display. You can look for all users, a particular user name, a last name, or a first name. You can select one of the following: Find All Users—find all Windows user accounts on the CCT server. User Name—find all Windows user accounts where the user name or logon ID matches or contains the value in the Object Name box. Last Name—find all Windows user accounts where the last name matches or contains the value in the Object Name box. First Name—find all Windows user accounts where the first name matches or contains the value in the Object Name box. c. In the Object Name box, type the text you are using in a search for User Name, Last Name or First Name search.

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d. Click Find Now. To import Windows users from the CCT domain, perform the following: a. In the Location box, select the CCT Domain from which you want to import users. b. In the Object Type box, select the group of users you want to display. You can select one of the following: Find All Users—find all Windows user accounts on the CCT server. User Name—find all Windows user accounts where the user name or logon ID matches or contains the value in the Object Name box. Last Name—find all Windows user accounts where the last name matches or contains the value in the Object Name box. First Name—find all Windows user accounts where the first name matches or contains the value in the Object Name box. User Group Name—find all Windows user accounts where the user group name matches or contains the value in the Object Name box. Organizational Name—find all Windows user accounts where the organization name matches or contains the value in the Object Name box. c. In the Object Name box, type the text you are using in a search for User Name, Last Name, First Name, User Group Name, or Organizational Name search. d. Click Find Now. 10

In the Search Results box, select the Windows users you want to import. To select multiple users, press the CTRL key while you are selecting each user. To select all Windows users, click Add All.

11

Click Add. Result: The selected users appear under Selected Users.

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12

Click Apply.

13

Click OK.

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Step 31. Import the agent workstations into CCT You can import workstations from the local domain using the Import Workstations tool. If the Communication Control Toolkit server is on a stand-alone server in a workgroup, then there are no other workstations to import. To import local workstations 1

Make sure that the following Control Communication Toolkit server services are stopped: „

NCCT Server

„

NCCT TAPI Connector Service (if installed)

„

Nortel MPS Manager (if installed)

„

Nortel RSH Daemon (if installed)

To stop these services: a. Click Start > Administrative Tools > Services. b. Right-click each service, and then click Stop. c. Close the Services window. 2

Close the NCCT 6.0 Console.

3

Restart the Data Access Layer Service. a. Click Start > Administrative Tools > Services. b. Right-click Data Access Layer service, and then click Restart. c. Close the Services window.

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Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.

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On the NCCT 6.0 Console, expand NCCT Admin, and click Importing Tools. Result: The available Importing Tools appear in the right pane of the console.

6

Double-click Import Work Stations.

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If the Communication Control Toolkit server is in a workgroup on a standalone server, then there are no available workstations to import. Result: The Import Work Stations Properties dialog box appears.

7

Press the CTRL key, and select the workstations.

8

Click Add. Result: The required workstations are added to the Selected Workstations list.

9

Click OK. Result: The selected workstations are imported into the Communication Control Toolkit database.

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Step 32. Map terminals to workstations (optional) If you want to have a one-to-one mapping between terminals and workstations, perform this step. Proper configuration for hotdesking Contact Center Agent Desktop applications requires that each terminal is mapped to only one workstation in Communication Control Toolkit.

Mapping a terminal to a workstation 1

On the NCCT 6.0 Console, click Terminals. Result: The Terminals folder on the console is selected.

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Double-click the terminal you want to configure. Result: The Terminal Properties dialog box appears.

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Click the Workstation Maps tab. Result: The Workstation Maps page appears.

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Select the appropriate workstations in Available WorkStations.

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Click Add to move the selected workstation to the Mapped WorkStation box. Result: The workstation appears in the Mapped WorkStation box.

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Click OK. Result: The workstation is mapped to the terminal.

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Step 33. Map users to addresses, terminals, and contact center users Before you map a configured user to another Communication Control Toolkit resource, you must first make sure that the other resource exists and that it is configured correctly. You are not required to map terminals to agents if the agents handle only e-mail contacts. Map Contact Center users to Windows users, so that the Windows users have access to the contact center software functionality. For example, when Contact Center Agent Desktop is deployed, mapping a Contact Center user to a Windows user identifies the Agent ID assigned to the user in Contact Center Manager Administration. Map Windows users to terminals or addresses to assign a communication point to the Contact Center user, or agent, to handle contacts. For example, when CCT identifies an incoming call is destined for a specific user, because the terminals and addresses are mapped to the Windows user, CCT rings the correct terminal/ extension where the Windows user is working.

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Mapping a user to an address and address groups 1

On the NCCT 6.0 Console, select Users. Result: The Users folder on the console is selected.

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Double-click the user you want to configure. Result: The User Properties dialog box appears.

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Click the Address Maps tab. Result: The Address Maps page appears.

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Select the appropriate addresses and address groups from Available Addresses and Address Groups.

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Click Add to move the selected Addresses and Address Groups to the Mapped Addresses and Address Groups list.

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Click OK. Result: The addresses and address groups are mapped to the current user.

Mapping a user to a terminal and terminal group 1

On the NCCT 6.0 Console, select Users. Result: The Users folder on the console is selected.

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Double-click the user you want to configure. Result: The User Properties dialog box appears.

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Click the Terminal Maps tab. Result: The Terminal Maps page appears.

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Select the appropriate terminal and terminal group from those in Available Terminals and Terminal Groups.

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Click Add to move the selected terminals and terminal groups to the Mapped Terminals and Terminal Groups list.

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Click OK. Result: The terminals and terminal groups are mapped to the current user.

Mapping a user to a Contact Center user and Contact Center user group 1

On the NCCT 6.0 Console, select Users. Result: The Users folder on the console is selected.

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Double-click the user you want to configure. Result: The User Properties dialog box appears.

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Click the Agent Maps tab. Result: The Agent Maps page appears.

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Select the appropriate contact center users and contact center user groups from those in Available Agents and Agent Groups.

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Click Add to move the selected contact center users and contact center user groups to the Mapped Agents and Agent Groups list.

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Click OK. Result: The contact center users and contact center user groups are mapped to the current user.

What is next? Log on to the Contact Center Multimedia Administrator application to begin configuring the outbound and e-mail contacts, based on your license. Go to Step 34. “Understand the contact types” on page 200.

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Contact type configuration

In this section Step 34. Understand the contact types

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Step 35. Log on to the Multimedia Administrator

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Step 36. Start the configuration tool

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Step 37. Update the E-mail Manager service

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Step 34. Understand the contact types You can use the Multimedia Administrator to configure the contact types in the Contact Center Multimedia/Outbound component of Contact Center, including outbound, e-mail, and Web communications. The Operations and Administration Maintenance (OAM) service retrieves information about skillsets, route points, and agents from the Contact Center Manager server, and provides the data to the Multimedia Administrator to configure Multimedia properties for skillset and agents. You can use Contact Center Manager Administration to create skillsets and route points. For more information about creating skillsets and route points, see the Contact Center Manager Administrator’s Guide. Your contact center licensing affects the contact types you are able to configure. You can use the License Manager file on Contact Center Manager Server to determine what licenses you have. For more information about the license codes, see Appendix B, “Feature licensing.” All of the contact types are described in Step 35. “Log on to the Multimedia Administrator” on page 204.

Configuring the outbound contacts Use the Outbound Campaign Management Tool to create, modify, and monitor outbound campaigns. An outbound campaign is a series of outbound calls for one specific purpose, for example, a customer survey or a sales promotion. You can configure a maximum of 20 outbound campaigns with 2500 contacts in each campaign. Only one step is required to configure outbound contacts: configure the route points for all outbound skillsets.

Configuring the E-Mail Manager Use the E-Mail Manager to communicate with customers over the internet. Customers communicate using their e-mail client application to receive an email response from the agent. The E-mail Manager provides the following functionality: 200

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the ability of the contact center to receive e-mail requests from multiple mailboxes and multiple servers for presentation to agents as multimedia contacts

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intelligent routing of e-mail to deliver each e-mail message to the agent who has the subject knowledge to respond, send an auto-response, or close the contact

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an Agent Desktop interface for agents to respond efficiently to customers without need for a desktop e-mail client

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easy referencing of the thread of conversation between the customer and the agent

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the ability to select a contact type based on the e-mail message and attachments received, such as text messages (SMS), voice mail, or fax messages

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the ability to handle contacts using one method when the contact center is open and another method when the contact center is closed

Some steps are required to configure the E-mail Manager: configure the skillsets, setup the servers, and configure the default rules for a recipient mailbox.

Configuring the Web Communications Manager Use the Web Communications Manager to communicate with customers over the Internet. Agents and customers directly communicate in real time by conducting a two-way conversation by exchanging text messages using Javascript- and frame-compliant Web browsers. The Web Communications Manager provides the following functionality: „

intelligent routing of customer communications to the agent who has the subject knowledge to respond

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an Agent Desktop interface for agents to respond efficiently to customers

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easy referencing of the thread of conversation between the customer and the agent in a text chat session

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an optional customer-centered multimedia presentation to the customer’s browser while the customer waits for an agent

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push Web pages to the other party during conversations for discussions

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Some steps are required to configure the Web Communications Manager: configure the skillsets, and configure the Web server.

Some definitions to know The following is a list of definitions that you need to understand before configuring the contact types in Contact Center Multimedia/Outbound.

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A skillset is a label applied to a set of skills, capabilities, or knowledge that an agent requires to respond to a given request. The skillsets are retrieved from the Contact Center Manager database. You must select a route point for a skillset used to route outbound contacts.

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A route point is a location on the open queue that queues incoming calls to and runs through a script on the Contact Center Manager Server.

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An autoresponse is an e-mail message sent to a customer with no agent interaction. An auto-response can be an intelligent response, such as a sales promotion flyer, or an acknowledgement, such as “We received your e-mail and will respond to you within three days.”

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A recipient mailbox is a container on the e-mail server that holds e-mail messages. Standard mailboxes are monitored by the Contact Center E-mail Manager, which routes the e-mail to an agent or group of agents (skillset) based on an analytical search of the sender address, the recipient address, the subject and body of an e-mail for predetermined keywords, or a combination of these. The e-mail server must be compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP). Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e-mail retrieval. Basic authentication passes the mailbox user and password in clear text to the email server. You can increase your security by adding Secure Socket Layer (SSL) encryption. For more information about SSL encryption, see “Enable SSL on the E-mail Manager” on page 1281.

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An e-mail alias is not a real e-mail account; an alias is an address that forwards all e-mail messages it receives to another e-mail account. For example, the mailbox [email protected] can have the aliases [email protected] and [email protected]. E-mail messages addressed to either of these aliases are forwarded to the [email protected] mailbox. The Email Manager routes the e-mail messages according to the rules based on the alias mailboxes. Contact Center Multimedia/Outbound

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Aliases can be useful to filter e-mail messages. For example, you can define an alias for a short promotional period after which e-mail messages that arrive at that alias are discarded. „

A text chat session is a two-way conversation between an agent and a customer. The exchange of messages is private to the customer and agent.

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Web-on-hold is a set of Web pages that appear in a customer Web browser while the customer waits for an agent to answer the contact.

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A page push is the ability of an agent or a customer to send a URL to the other party.

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Step 35. Log on to the Multimedia Administrator The first time you log on to the Multimedia Administrator, use the following: „

Username: SysAdmin

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Password: _ _ccmm!

Nortel recommends that you change the default administrator password after you finish configuring the multimedia contact types.

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On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

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Type your user ID and password.

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Click OK. Result: The Contact Center Multimedia/Outbound Administrator window appears. If you are opening the Contact Center Multimedia Administrator for the first time, the Getting Started screen appears on top of the Multimedia Administrator window. Tip: The Getting Started window shows that licenses are available for email, outbound, and Web communications in this contact center.

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To log off the Multimedia Administrator, click File > Exit.

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Step 36. Start the configuration tool After you log on to the Multimedia Administrator application, you can immediately begin to configure the contact types. 1

If the Getting Started window does not appear immediately after you log on to the Administrator application, on the Utilities menu of the Multimedia Administrator, click Getting Started. Result: The Getting Started window appears. Tip: Once you begin these steps, you cannot stop or go back to a previous step. You can, however, modify settings later.

Tip: The line below the title of the Getting Started window shows your current license. The procedures in this chapter assume that you have user licenses for contacts of type outbound (OB_), e-mail (EM_), and Web communications (WC_). Your licensing can be different. 206

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Click Begin. Result: The Skillset Settings window appears.

Configuring skillsets You must configure route points for all skillsets you use for multimedia contacts. You must configure at least one skillset for each contact type for which you are licensed. „

Voice skillsets are prefixed by VO_ or do not contain a prefix.

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E-mail skillsets are prefixed by EM_. You can also configure an optional autoresponse for an e-mail skillset that is used to respond immediately to an e-mail message from a customer.

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Outbound skillsets are prefixed with OB_.

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Web Communication skillsets are prefixed with WC_.

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1

Select the first skillset you use to route multimedia contacts.

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Click Edit.

If you edit a skillset for outbound contacts or Web communications, the Edit Skillset window appears:

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In the Route Point list, select the route point that you want to assign to the skillset.

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Click Save. Result: The Edit Skillset window closes. In the Skillset Settings window, the configured route point appears next to the skillset.

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Repeat steps 1–4 for each skillset required. You must configure at least one skillset for each licensed contact type (e-mail [EM], voice [VI], Web communications [WC], outbound [OB]).

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When all skillsets are configured, click Close to close the Skillset Settings window.

Click OK, and begin the contact configuration using the Getting Started window again.

What is next? If you have only outbound contacts licensed, your required configuration in the Multimedia Administrator application is complete. You can configure optional settings for outbound contacts, such as the Outbound Scheduler. For more information about the optional outbound contact configurations, see Chapter 10, “Configuring outbound settings and routing.” If you are licensed for e-mail messages or Web communications, the Server Configuration window appears and you can continue configuring your requirements for the E-mail Manager or the Web Communications Manager.

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Configuring the e-mail servers You must configure the following: „

An inbound server (POP3) for e-mail messages received by the contact center

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An outbound server (SMTP) for e-mail messages sent by the contact center

If you configured the e-mail servers during installation, then skip this step. You can configure primary and secondary e-mail servers. If your system cannot log on to a mailbox, the E-mail Manager attempts to connect to the secondary POP3 host. Likewise, if an SMTP connection attempt fails, the secondary SMTP host is used. If e-mail is duplicated in both the primary and secondary e-mail servers, and a failure of the primary server occurs, the e-mail retrieved from the secondary e-mail server is duplicated in the Multimedia database when the primary server is restored. You must ensure that the primary and secondary servers are configured with identical mailbox names, passwords, and SMTP authentication settings (if applicable).

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You can configure additional e-mail servers. For information about configuring additional servers, see the Multimedia Administrator online Help. To configure the inbound e-mail server 1

In the Server Settings window, double-click Inbound Mail Server (POP3). Result: The Email Server Properties window appears.

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Enter the following information: Primary Hostname: Type the name of the server that receives e-mail messages. Server Type: For inbound mail servers, select POP3. Port Number: Type the port number for the e-mail server. Secondary Hostname: If you have a backup e-mail server, provide a hostname for the backup server.

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Click Save. Result: The E-mail Server Properties window closes.

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To configure the outbound e-mail server 1

In the Server Settings window, double-click Outbound Mail Server (SMTP). Result: The Email Server Properties window appears.

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Enter the following information: Primary Hostname: Type the name of the server that sends e-mail messages. Server Type: For outbound mail servers, select SMTP. Port Number: Type the port number for the e-mail server. Secondary Hostname: If you have a backup e-mail server, provide a hostname for the backup server.

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Under Security, select the SMTP authentication, if required, for your outbound e-mail server. Tip: SMTP Authentication must be enabled on the e-mail server. On the Multimedia E-mail Manager, the SMTP service must authenticate itself with the correct user name and password before e-mail is sent. SMTP authentication is required if you are using aliases.

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Click Save. Result: The E-mail Server Properties window closes. If you are licensed for Web communications, the External Web Server Properties window appears. If you are not licensed for Web communications, the New Recipient window appears.

Configuring the external Web server If you are not licensed for Web communications contacts, continue with “Creating a recipient mailbox” on page 215. Initially, the external Web server is the server that you use for developing one or two Web pages for your corporate Web site. You can use the development server configuration for development and testing. When you are ready to move the Web pages to the production Web server that is accessed by your customers, you must change the name of the external Web server. To configure the external Web server 1

In the Server Settings window, double-click External Web Server (HTTP). Result: The Server Properties window appears.

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Enter the following information: Server Name: Type the name of the external Web server where you plan to install the sample Web customer interface and develop your custom Web site. Server Port: Type the port number for the external Web server you are using to develop your custom Web site.

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Click Save. Result: The Server Properties window closes.

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Click Close. Result: The New Recipient window appears.

What is next? If you are licensed for only Web communications contacts, your required configuration in the Multimedia Administrator application is complete. You can configure optional settings for Web communications contacts, such as the Web-on-hold URLs and autophrases. For more information about the optional Web communications contact configurations, see Chapter 12, “Configuring Web communications settings.”

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If you are licensed for e-mail messages, the New Recipient window appears and you can continue configuring your requirements for the E-mail Manager.

Creating a recipient mailbox Contact Center Multimedia/Outbound polls specific recipient mailboxes on the e-mail server based on a list of mailboxes defined in the Multimedia Administrator recipients list. The e-mail retrieved from these mailboxes is routed based on defined rules that can are applied to either enabled or alias mailboxes. You must ensure that any enabled e-mail address that you want to configure in the E-mail Manager is already configured on your corporate e-mail server. For example, the mailbox [email protected] can have the aliases [email protected] and [email protected]. E-mail messages addressed to either of these aliases are forwarded to the [email protected] mailbox. The treatment of the two aliases can be different, because the routing rules are based on the aliases. In Contact Center Multimedia, you must configure an enabled recipient mailbox [email protected], and the alias mailboxes, [email protected] and [email protected]. To create a recipient mailbox Mailbox names are case-sensitive. You must type the mailbox name exactly as it appears on your e-mail server. 1

On the New Recipient window, in the Mailbox Name box, type the name of a mailbox set up the e-mail server. Tip: If the Contact Center Multimedia/Outbound server is not in the same domain as the e-mail server, you must also include the domain. Include the domain in the format domain\user (Windows 2000) or user@domain (postWindows 2000) in the Mailbox Name box. Example: To enter the e-mail address [email protected], in the Mailbox Name box, type sales, and in the E-mail Domain box, type nortel.com. Example: To enter the e-mail address [email protected], in the Mailbox Name box, type europe\sales or [email protected], and in the E-mail Domain box, type europe.nortel.com.

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In the E-mail Domain box, type the domain for your e-mail server.

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In the Password box, enter the password for the mailbox. Attention: When you change a password on the e-mail server, you must update this password in the Multimedia Administrator.

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In the Confirm box, type the same password you typed in the Password box.

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In the Display Name box, type the name you want to appear in the e-mail From address (for example, Sales Department).

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In the POP3 Server box, ensure that the host name of your POP3 server is selected.

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In the SMTP Server box, ensure that the host name of your SMTP server is selected.

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Select the Enabled or Alias option. „

Select the Enabled option to include the e-mail mailbox in the set of mailboxes from which incoming e-mail is retrieved.

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Select the Alias option to configure this mailbox as an alias. The address of an alias can be used in rules configuration and outbox mapping, but a recipient box configured as an alias address not contain e-mail.

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In the Process Up to box, enter the maximum number of e-mail messages the mailbox can accept every time it scans the database. You can enter a different value for this variable for each mailbox. The default value is 10.

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Select the Use alternative username for SMTP Authentication box if you are configuring an inbox as an alias. If SMTP authentication is enabled on your E-mail Server, and you are using aliases, you log on to the SMTP server with a different user name.

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In the Username box, type the SMTP server logon name. Tip: You can have mailboxes on multiple e-mail servers. You can have multiple e-mail servers for e-mail or fax messages, load balancing, and managing e-mail subtypes. Each e-mail server is polled for the mailboxes that it hosts. Configure additional e-mail servers using the Server Configuration window and the procedure described in “Configuring the email servers” on page 210.

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Click Save. Result: The System Default Rule window appears. The New Recipient window is still open for your reference.

Modifying the system default rule The system default rule is used one of two ways: 1.

If the e-mail message has an address that matches a recipient mailbox configured in the E-mail Manager, it is used as a template for the last rule in the recipient mailbox. It ensures that an e-mail addressed to the recipient is assigned to a skillset, if it matches no other regular user-defined rules.

2.

If the e-mail message has an address that does not match a recipient mailbox configured in the E-mail Manager, the system default rule is used to assign the e-mail to a skillset.

To modify the system default rule, you must select a route point for the default skillset. You can configure the other properties of the rule, including the skillset used for routing the e-mail.

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When you create a recipient mailbox, the system default rule is copied as the last regular rule into the list of rules for the recipient mailbox. The default rule ensures that all contacts received by the mailbox are assigned a skillset. CAUTION Risk of routing failure .

The intention of the system default rule is to route all contacts that do not match any other rules. If you change the properties of the rule, you affect the behavior of the system default rule, which affects all recipient mailboxes you configure in the E-mail Manager. If an administrator deletes the skillset associated with a default rule, the default skillset, EM_Default_Skillset, is used as a substitute. If an administrator deletes the EM_Default_Skillset, the system stops processing e-mail messages.

The default settings for the system default rule are: „

use the e-mail default skillset, EM_Default_Skillset

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use no auto-response

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assign priority 3 (medium high)

If you did not configure the route points for all of the skillsets, you must configure the route points for the skillset you assign to the system default rule. For more information, see “Configuring skillsets” on page 207. To modify the system default rule 1

From the Skillset list, select a skillset name. You can accept the current default.To select the route point for the skillset, perform the following steps: a. Click Properties to open the skillset properties to change the route point. Result: The Edit Skillset window appears.

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b. In the Route Point list, select a different route point. c. Under Auto-Signature, type an auto-signature (optional). The autosignature is text appended to each e-mail message sent from the contact center in addition to the agent message. The text in the autosignature contains corporate disclaimer information and must be in fixed-width font. The auto-signature appears in an e-mail message after any personal signature, which is configured in the Agent Desktop application. d. Click Save. Result: The Edit Skillset window closes. 2

To change the auto-response settings, under Select Optional AutoResponses, select another auto-response from the list. For more information about auto-responses, see the Contact Center Multimedia Administrator online Help.

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To change the priority, under Select Priority, select a different priority for the contact. For more information about priorities, see the Multimedia Administrator online Help.

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Click Save. Result: The System Delivery Failure Rule window appears.

Modifying the system delivery failure rule The system delivery failure rule is used for one of the following purposes: 1.

If the e-mail message has an address that matches a recipient mailbox configured in the E-mail Manager, the system delivery failure rule is used as a template for the first rule applied in all recipient mailboxes. It ensures that an e-mail message that contains particular phrases, such as undeliverable, is not routed to agents.

2.

If the e-mail message has an address that does not match a recipient mailbox configured in the E-mail Manager, the system delivery failure rule deletes the e-mail message if it contains particular phrases, such as undeliverable.

To modify the system delivery failure rule, you must select a route point for the default skillset. You can configure the other properties of the rule, including the skillset used for routing the e-mail.

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When you create a recipient mailbox, the system delivery failure rule is copied as the first regular rule into list of rules for the recipient mailbox. By default, the following keywords are used in the Delivery failure keywords keyword group: „

Delivery Failure

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Undeliverable

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Returned mail

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Unknown Recipient

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Delivery Report

You can add words to the default keyword list, but do so with caution. Words in different contexts (such as unknown) in the keyword list for the delivery failure rule can cause valid e-mail to be routed as undeliverable. In this case, use specific phrases instead of individual words. When you create a mailbox, it is automatically assigned a delivery failure rule, which is copied from the system delivery failure rule. CAUTION Risk of routing failure .

The intention of the delivery failure rule is to route undeliverable contacts. If you change the properties of the rule, you affect the behavior of the system delivery failure rule, which affects all recipient mailboxes you configure in the E-mail Manager. If the skillset associated with a system delivery failure rule is deleted, the default skillset, EM_Default_Skillset is used as a substitute. If the EM_Default_Skillset is deleted, the system stops processing e-mail messages.

The default settings for the system delivery failure rule are: „

use the e-mail default skillset, EM_Default _Skillset

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use keyword group delivery failure keywords

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assign priority 6 (lowest)

If you did not configure the route points for all of the skillsets, you must configure the route point for the skillset for the system delivery failure rule. See “Configuring skillsets” on page 207. You cannot use an auto-response for a delivery failure rule. To modify the system delivery failure rule 1

Select a skillset name from the list. You can accept the current default. To change the route point for the skillset, perform the following steps: a. Click Properties to open the skillset properties to change the route point. Result: The Edit Skillset window opens. b. In the Route Point list, select a different route point. c. Below Auto-Signature, type an auto-signature (optional). The autosignature is text appended to each e-mail message sent from the contact center in addition to the agent message. The text in the autosignature contains contain corporate disclaimer information and must be in fixed-width font. The auto-signature appears in an e-mail message after any personal signature, which is configured in the Agent Desktop application. d. Click Save. Result: The Edit Skillset window closes.

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To change the keyword group, under Select Keyword Group, select an existing keyword group from the list. For more information about keyword groups, see the Contact Center Multimedia Administrator online Help.

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To change the priority, under Select Priority, select a different priority from the list for the contact. For more information about priorities, see the Contact Center Multimedia Administrator online Help.

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Select the check box This Rule will close the Contact if you want the rule to close the contact.

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Click Save. Result: The System Delivery Failure Rule window and the New Recipient window close. The Rules window appears.

Viewing the sequence and status of the rules 1

In the Rules window, review the rule summary. Tip: The legend at the bottom of the window explains the symbols next to the rule names.

2

Click Close. Result: A confirmation message appears.

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Click OK.

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Click OK to close the Getting Started window. You can return to the Getting Started window at any time: On the Utilities menu of the Multimedia Administrator, click Getting Started.

What is next? Nortel recommends that you complete the base configuration of Contact Center Multimedia by working through the rest of this chapter. If you want to add recipients, create rules, configure outbound e-mail settings, create barred e-mail addresses, create closed reasons, or set outbound timers, you can perform these tasks after you are finished the base configuration of Contact Center Multimedia. For more information about configuring additional settings for the contact types, see the Multimedia Administrator online Help. Proceed to Step 37. “Update the E-mail Manager service” on page 225.

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Step 37. Update the E-mail Manager service The following Contact Center Multimedia services are installed with the Multimedia server software: „

CCMM E-mail Manager

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CCMM License Manager

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CCMM Manager Client

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CCMM OAM

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CCMM Outbound Scheduler

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CCMM Starter

The CCMM License Manager and the CCMM Starter services automatically start if the Contact Center Multimedia server software is installed successfully. The CCMM License Manager service ensures a valid license exists for the Multimedia server. The CCMM Starter service then starts the remaining services, except the CCMM E-mail Manager service. You must configure and start the CCMM E-mail Manager service to use e-mail messages for e-mail and Web communications contacts.

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Verifying the License Manager and Starter services are started 1

On the Windows Start menu, click All Programs > Administrative Tools > Services.

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Next to CCMM License Service, verify that the Status is Started and the Startup Type is Automatic.

3

Next to CCMM Starter Service, verify that the Status is Started and the Startup Type is Automatic.

4

Verify that the following services are started: „

CCMM Manager Client

„

CCMM OAM service

„

CCMM Outbound Scheduler

If any service is not started, in the Windows Services Control Panel, rightclick the service name, and then click Start.

Configuring the E-mail Manager service The E-mail Manager service, if the e-mail feature is licensed in your contact center, is started by the CCMM Starter service. You must ensure that the E-mail Manager service is configured to start manually.

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1

Open the Windows Services window, if it is not already open. On the Windows Start menu, click All Programs > Administrative Tools > Services.

2

Select the CCMM E-mail Manager service.

3

Right-click on the service, and select Properties. Result: The Service Properties window appears.

4

In the Startup Type list, select Manual.

5

Click Apply.

6

Click OK.

Starting the E-mail Manager service 1

In the Windows Services Control Panel, right-click CCMM E-mail Manager service, and then click Start.

2

Close the Windows Services Control Panel.

What is next? Configure the users in the Contact Center Manager Administration server and on the Communication Control Toolkit before you start the client applications. For more information, continue with Step 38. “Configure the administrators” on page 230.

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In this section Step 38. Configure the administrators

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Step 39. Configure hotdesking (optional)

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Step 40. Start the client applications

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Step 38. Configure the administrators Nortel recommends that you now change the default password from what is published in this guide. Any administrator can change all of the configuration properties in the Multimedia Administrator application.

Changing the default password You must change your default administrator password. To change the default password 1

Log on to the Multimedia Administrator.

2

Expand General Administration.

3

Double-click Administrator Settings. Result: The Administrator Settings window appears.

4

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Select the default administrator.

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Click Edit. Result: The Edit Administrator window appears.

6

Click Reset Password. Result: The Password Reset window appears. The default user name appears dimmed so that you cannot change it.

7

In the New Password box, type the password for the administrator.

8

In the Confirm Password box, type the password again to confirm it.

9

Click Save to close the Password Reset window.

10

Click Save to close the Edit Administrator window.

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Step 39. Configure hotdesking (optional) You can use hotdesking to configure your contact center so that an agent can sit at a different desk every day and log on to the Contact Center Agent Desktop. With hotdesking enabled and properly configured, when agents start the Contact Center Agent Desktop, they are automatically mapped to the relevant terminal and addresses without user intervention. Proper configuration for hotdesking Contact Center Agent Desktop applications requires that each terminal is mapped to only one workstation in Communication Control Toolkit. When hotdesking is also configured for a Citrix environment, agents are challenged with a dialog box asking them to enter a string that identifies their workstation. The string must be the same as the string that is configured as the workstation name in the Communication Control Toolkit configuration. You must configure the popup dialog in a Citrix environment. To configure hotdesking

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In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

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Double-click Agent Desktop Configuration.

4

Under Hot-Desking, select the Enabled check box.

5

Click Save.

To configure the pop up window for a Citrix environment 1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

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3

Double-click Agent Desktop Configuration.

4

If you are working in a Citrix environment, select the Prompt for WorkStation check box.

5

Click Save.

Using hotdesking in the Contact Center Agent Desktop When working in a Citrix environment, if both hotdesking options are set to 1, then agents can enter a string that uniquely identifies their workstation. You must create the workstation name in the Communication Control Toolkit, and map a terminal to that workstation. For information about creating and mapping resources, see the Communication Control Toolkit Installation and Maintenance Guide.

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Step 40. Start the client applications You must complete the following tasks before you can start the client applications: „

Install and configure the Contact Center Multimedia server.

„

Install and configure Microsoft .Net Framework version 1.1 and service pack 1, and install the CCMM_Security_Policy file.

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Configure the phonesets on the switch.

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Configure the Multimedia server in the Contact Center Manager Administration.

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Configure users, assign the correct access classes, and configure scripts in Contact Center Manager Administration.

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Import and map users in the Communication Control Toolkit.

Now you are ready to start the client applications: the Contact Center Agent Desktop to handle telephone and multimedia contacts, and the Outbound Campaign Management Tool to configure outbound campaigns. If you have a proxy server, you must ensure that your clients have access to the Agent Desktop URL on the Contact Center Multimedia server.

Starting the Contact Center Agent Desktop When you log on, you are available to handle all media types for which you are licensed (for example, voice, outbound, or e-mail, or Web communications). If you are assigned to a skillset for a particular media, then you can receive and create contacts in that media.

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To start the Agent Desktop application 1

On a client, in Windows Explorer, or Internet Explorer, type http:// <Servername>/agentdesktop/CCAD.exe, where <Servername> is the name of the Multimedia server where the Agent Desktop interface is installed. Tip: If you create a shortcut, you can start the application by clicking the Agent Desktop shortcut. Result: The Agent Desktop telephony toolbar appears.

2

Click Logged Out.

3

In the ID box, type your password. Your agent ID is based on the Communication Control Toolkit implementation for your contact center. Tip: A password is required only if you are logging on to the Agent Desktop interface to handle multimedia contacts. If you are a multimedia agent, you must change your password after you log on. For information about changing your password, see the Contact Center Agent Desktop User’s Guide. Result: The system verifies your ID and logs you on to the Agent Desktop application. The Logged Out button changes to Logged In.

Prerequisites for starting the Outbound Campaign Management Tool You must complete the following tasks before you can start the client applications: „

Install and configure the Contact Center Multimedia server.

„

Install and configure Microsoft .Net Framework version 1.1 and service pack 1, and install the CCMM_Security_Policy file.

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Configure the phonesets on the switch.

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Configure the Multimedia server in the Contact Center Manager Administration.

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Configure users, assign the correct access classes, and configure scripts in Contact Center Manager Administration.

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Import and map users in Communication Control Toolkit.

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Ensure you have the user basic access rights to the outbound component.

To assign user basic access rights to the outbound component

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Log on to the Contact Center Manager Administrator. For instructions, see “Logging on to the Contact Center Manager Administration” on page 132.

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Click Access and Partition Management.

3

In the Access and Partition Management component, choose View/Edit > User Administration.

4

Select the user from the list in the system tree.

5

In the right pane, click Basic Access Rights.

6

Select the Outbound component.

7

Click Submit.

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Starting the Outbound Campaign Management Tool 1

Click the Outbound component in the Contact Center Multimedia/ Outbound launchpad window. Result: The Outbound window appears.

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On the left side of the Outbound window, click a Contact Center Multimedia server. Result: The Outbound Campaign Management Tool window appears.

See the Contact Center Manager Administrator’s Guide for more information about creating an outbound campaign.

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Prerequisites for installing the Web server software

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Install the Web server software

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Configure your Web server

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Overview If you are using Web communications in your contact center, you can use the Sample Customer Interface (CI) Web site implementation to assist you to develop web pages for your corporate Web site. The Web services architecture is a platform-independent interface that can be accessed by customers from both Microsoft .NET and Java applications. Customer Web sites or third-party applications use the open interface for integration with the Nortel Contact Center Multimedia system. You can install the sample Web CI interface on a development server to create your own corporate Web site, and then copy your corporate Web site to the production server. ATTENTION

You must configure and install the Web server software on the server where you develop your Web interface: not on a server that is for production, nor the server where your Contact Center Multimedia software and database is installed.

In development, you can access the Web services from either ASP.NET or JSP Web applications. For developers who want to integrate with the Nortel Contact Center Multimedia system using Web services, the following items are available on the Nortel Developer Partner Program Web site: „

Web Service documentation including an API reference in HTML format

„

An installation package for the Sample Customer Interface Web site.

You can use the sample implementation as a reference to assist you with development of a live customer Web site.

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Prerequisites for installing the Web server software This chapter describes how to install the sample customer interface on a development Web server for the Contact Center 6.0 Multimedia application. ATTENTION

You must configure and install the Web server software on the server where you develop your Web interface: not on a server that is for running your Contact Center, nor the server where your Contact Center Multimedia software and database is installed.

You must be licensed for Web communications in your contact center to install the Web server software. For more information about installing the Contact Center Multimedia server software, see Chapter 2, “Installing the Multimedia/ Outbound server.”

Prerequisites Ensure you complete the following prerequisites before you install the external Web server software. Description

Done

The Web server meets the minimum requirements for installing Apache Tomcat 5.5.

❑

The Web server is running Windows Server 2000, Windows 2000 Professional, Windows XP, or Windows Server 2003.

❑

The Web server has J2SE 5.0. The Apache Tomcat 5.5 Servlet engine is installed on the Web server. For more information and instructions for installing Apache Tomcat 5.5, see www.apache.org.

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Description

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Done

The Nortel Contact Center DVD is available.

❑

The Contact Center Multimedia server is installed and configured for the server name, skillsets, and optional settings required for Web communications. For more information, see Chapter 2, “Installing the Multimedia/Outbound server,” Section I: “Contact type configuration,” on page 199.

❑

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Install the Web server software Use the following steps to install the external Web server software on your development Web server. 1

Log on to the external Web server using the Local Administrator user ID and password.

2

Download the external Web CI server software from www.nortel.com.

3

Double-click setup.exe. Result: A Contact Center Welcome screen appears.

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Click Next. Result: The Contact Center License Agreement window appears.

5

Read and understand the terms of the license agreement. If you accept the terms of the license agreement, select I accept the terms in the license agreement, and then click Next. Result: The Contact Center Installation Configuration window appears.

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6

In the CCMM Server Name box, type the host name of the server where the Contact Center Multimedia server software is installed.

7

If you want to configure the reference implementation to send HTML forms to customers, in the SMTP Server Name box, type the host name of the Standard Mail Transfer Protocol (SMTP) server. Tip: If you do not want to configure the SMTP server name at this time, you can configure the SMTP server name manually after the installation is complete. a. In your installation directory on the Web server, open webapps\CI_Sample_Website\WEB_INF. b. Open the file web.xml in a text editor, such as Notepad. c. Edit the string EMAILSERVER_HOSTNAME so that it contains the name of the e-mail server.

8

If you want to configure the reference implementation to send HTML forms to customers, in the Configured CCMM Mailbox box, type the name of the mailbox configured in the Contact Center Multimedia Administrator application that you want to use for sending HTML forms. Tip: If you do not want to configure the HTML forms at this time, you can configure the HTML forms manually after the installation is complete. a. In your installation directory on the Web server, open webapps\CI_Sample_Website\WEB_INF. b. Open the file web.xml in a text editor, such as Notepad. c. Edit the string HTML_FORM_TO_ADDRESS so that it contains the name of the mailbox.

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Click Next. Result: The InstallShield dialog box appears for the update.

10

View the installation location for your software, and then click Next. You must accept the default installation location. Result: The Contact Center Installation Summary window appears.

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Review the details of the installation, and then click Install. Result: The following dialog box appears.

The Apache Tomcat services stop and restart automatically. The InstallShield Wizard Completed dialog box appears.

12

Click Finish.

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Configure your Web server After you install the external Web server, you can use it to develop Web pages for your corporate Web site. Use the following steps to configure your production Web server. 1

Develop your own Web pages for your corporate Web site using the Web service documentation and Chapter 4, “Using the Web communications customer interface,” as a reference.

2

Test your corporate Web interface. Ensure that you mapped your development Web server in the Multimedia Administrator application to test your Web site. For more information, see “Configuring the external Web server” on page 213.

3

After you develop and test your corporate Web interface, transfer your Web interface to the corporate or production server.

4

Configure the name of the production server in the Multimedia Administrator by doing the following: a. On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator. b. In the User ID box, type your user identification (for example, SysAdmin). c. In the Password box, type your password. Use a user ID and password with Administrator privileges. d. Click Login.

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e. In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia. f.

Expand General Administration.

g. Double-click Server Settings. Result: The Server Settings window appears.

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h. In the Server Settings window, double-click External Web Server (HTTP). Result: The Server Properties window appears.

i.

Enter the following information: Server Name: Type the name of the external Web server that customers can access for Web communications. Server Port: Type the port number for the external Web server that customers can access for Web communications.

j.

Click Save. Result: The Server Properties window closes.

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Close the Multimedia Administrator application.

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Using the Web communications customer interface In this chapter Overview

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Access the sample customer interface Web site

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Configure properties for the sample CI Web site

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Test the customer interface Web site

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Prevent blocked invitations

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Overview If you are using Web communications in your contact center, you can use the Sample Customer Interface (CI) Web site implementation to assist you to develop web pages for your corporate Web site. The Web services architecture is a platform-independent interface that can be accessed by customers from both Microsoft .NET and Java applications. Customer Web sites or third-party applications use the open interface for integration with the Nortel Contact Center Multimedia system. In development, you can access the Web services from either ASP.NET or JSP Web applications. The Customer Interface Web services provide a range of methods that allow you to perform the following functions: „

register new customers in the Contact Center Multimedia database

„

log on or log off existing customers

„

update customer logon credentials

„

create customer contacts

„

update customer details

„

read customer information

„

review a customer contact history

„

request immediate or scheduled callback requests

„

read a contact

„

create and maintain a Web communications chat session

ATTENTION

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If you want to use e-mail or callbacks in your Customer Interface Web methods, you must have the appropriate licensing for your agents. For example, to request an immediate or scheduled callback request, you must have agent licenses for Outbound contacts.

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For developers who want to integrate with the Nortel Contact Center Multimedia system using Web Services, the following items are available on the Nortel Developer Partner Program Web site: „

Web Service documentation including an API reference in HTML format

„

An installation package for the Sample Customer Interface Web site.

You can use the sample implementation as a reference to assist you with development of a live customer Web site. This chapter contains the following information: „

functionality and .jsp pages available in the reference implementation

„

customizable settings for the Sample Customer Interface

„

testing the sample customer interface Web site

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Access the sample customer interface Web site You can use the sample Customer Interface (CI) Web site as a reference implementation of the open interface to the Contact Center Multimedia database. The sample Web Customer Interface is implemented using Java Server Pages (JSP) running on a Tomcat Servlet container. The primary purpose of the sample CI Web site is to demonstrate the basic functionality available through the Web services and for testing the Contact Center Multimedia in a lab environment. Access the sample CI Web site using the URL: http://<webserver>:8080/CI_Sample_Website where <webserver> is the host name of the Web server where you installed the sample CI Web site. Note: The default port for Apache Tomcat server is 8080. For information about changing the default port, see the Apache Tomcat documentation. The following sections briefly describe the functionality available through the sample CI Web site.

Registering new customers in the Contact Center Multimedia database The registerNewCustomer.jsp page is the HTML form that customers use to enter their title, first name, last name, e-mail address, password, postal address, and telephone number. When the form is submitted, the information in the fields are passed to registerNewCustomer_WSClient.jsp, which invokes the registerNewCustomer Web method to create the new customer in the Contact Center Multimedia database.

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Logging on existing customers The loginCustomer.jsp page is the HTML form that customers use to enter their username and password. When the form is submitted, the username and password are passed to loginCustomer_WSClient.jsp, which invokes the customerLogin Web method. Note: Customer user names created using the Customer Interface must have user names in the format of a valid e-mail address such as [email protected]. Use valid user names for the sample Web site for demonstrations. When deploying customized Web sites, you must enforce the user name format. See the Contact Center Multimedia Web Communication Toolkit Developer guides for more information.

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If the customerLogin method returns an error code indicating that the customer is already logged on, then the customerAlreadyLoggedIn.jsp page is displayed.

If the customer chooses yes to continue, then the loginCustomer_WSClient.jsp is loaded again with the forceLogoff parameter set to true. The page logs off the customer using the CustomerLogoff Web methods and then log in the customer again using the CustomerLogin Web method.

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The customerLogin Web method returns a session key if the customer is logged on successfully. The session key is required to call any other Web methods for the customer, so it is stored as a session variable that can be used by other .jsp pages in the sample CI Web site. When the customer is logged on to the Web site, the sample page is displayed. Customers use the opening page to request a text chat, a callback, or an e-mail message from the contact center.

Logging off existing customers The logoffCustomer.jsp page contains the HTML form with the username and Logoff button. When the form is submitted, the username is passed to the page logoffCustomer_WSClient.jsp, which invokes the customerLogoff Web method to log the customer off the Web site.

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Updating customer details The readCustomerDetails_WSClient.jsp page reads the customer details from the Contact Center Multimedia database using the Web method getCustomerByUsername, and then populates the HTML form with the details from the customer record, such as e-mail address, postal address, and telephone number.

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When the customer adds or updates new information and clicks Update Details, the form is passed to updateCustomer_WSClient.jsp,which invokes the Web methods updateCustomer, updateAddress, updateEmailAddress, and updatePhoneNumber. If the information in the fields is new, updateCustomer_WSClient.jsp invokes the Web methods addAddress, addEmailAddress, and addPhoneNumber. The results of the update appear in the updateCustomer_WSClient.jsp page.

Updating customer logon credentials The updateCustomerLogin.jsp page is the HTML form that customers use to change the customer user name or password. When the form is submitted, the old password and new password are passed to updateCustomerLogin_WSClient.jsp, which invokes either the updateUsername or updatePassword Web method, depending on whether the username or password is updated by the customer.

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Reviewing a customer contact history The last 20 contacts associated with a customer appear in the readCustContactHist_WSClient.jsp page, by default. The customer can navigate through blocks of 20 contacts using the navigation arrows above the contact history. You can configure the number of contacts displayed on this page by modifying the NO_OF_CONTACTS_TO_DISPLAY property in the web.xml file in the webapps\CI_Sample_Website|WEB_INF folder.

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This page uses one of four web methods to retrieve the correct block of contacts: „

ReadFirstBlockOfContacts

„

ReadLastBlockOfContacts

„

ReadNextBlockOfContacts

„

ReadPreviousBlockOfContacts

The Web method that is called is controlled by the parameter pageControl which can have the value of first, last, next, or previous, depending on the navigation arrow the customer clicks. Another parameter, startContactID is called when pageControl is either prev or next to call the Web methods ReadNextBlockOfContacts and ReadPreviousBlockOfContacts with the correct contact ID used as a starting point. When a customer clicks any contact ID in the history list, the readContact_WSClient.jsp page invokes the readContact Web method to read the contact details from the Contact Center Multimedia database and display the information.

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Requesting a text chat session The requestTextChat.jsp page is the HTML form that customers use to request a text chat session. The getWebSkillsets_WSClient.jsp page shows the list of Web communications skillsets retrieved by the getAllWebSkillsets Web method.

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When the customer requests a text chat session, the skillset, subject, and objective are passed to requestTextChat_WSClient.jsp. The requestTextChat_WSClient.jsp page check if the selected skillset is in service before creating the Web communications contact using the IsSkillsetInService Web method. If the skillset is in service, then the contact is routed to the skillset. If the skillset is not in service, then the following message appears and a closed Web communications contact is created as a record of the customer’s attempt to request a text chat.

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The closed Web contact is created using the RequestTextChat Web method with the createAsClosed parameter set to true. If the selected skillset is in service, the Web contact is created as a new contact in the Contact Center Multimedia database using the requestTextChat Web method with the createAsClosed parameter set to false. The customer is directed to the Web communications URL, http://<webserver>:8080/WebComms/jsp/ index.jsp, where <webserver> is the host name of your Web server. Note: The default port for Apache Tomcat server is 8080. For information about changing the default port, see the Apache Tomcat documentation. The requestTextChat Web method passes the session key of the currently logged on customer and the contact ID of the new Web communication contact to the Web communications URL. The text chat page appears on the customer desktop. For example, your Web communications URL can be http://<webserver>:8080/ WebComms/jsp/index.jsp?sessionKey=2qrc3E7a00&contactID=637142. Note: You must redirect the customers to this URL using the session key and contact ID parameters to display the customer text chat window. The Web Communications Web-on-hold page appears in the customer text chat window.

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Requesting a scheduled callback The requestScheduledCallback.jsp page is the HTML form customers use to request a scheduled callback at a specified date and time. The getOutboundSkillsets_WSClient.jsp Web method within this page displays a list of outbound skillsets.

Scheduled callbacks must be created in an outbound skillset (OB_) as scheduled callback contacts are licensed under the outbound license. Agents must have an Outbound license to originate a call to a customer. Scheduled callbacks are presented differently to agents because they are not associated with an outbound campaign. There is no agent script or outbound disposition code presented to an agent when a scheduled callback contact is complete. ATTENTION

The time for the callback is displayed in the Outbound Campaign tool on Contact Center Manager Administration on the Progress and Results screen in Greenwich Mean Time (GMT). You must convert the time to the local time for the customer who receives the outbound call.

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When the form is submitted, the Callback Time is converted to a millisecond value. This value is stored in a hidden form input variable called callback_time_milliseconds, which is passed along with the values of the other fields to the RequestScheduledCallback_WSClient.jsp page. The RequestScheduledCallback_WSClient.jsp page calls the requestScheduledCallback Web method to create the scheduled callback contact in the Contact Center Multimedia database.

Requesting an immediate callback The requestImmediateCallback.jsp page is the HTML form that a customer uses to request an immediate callback. The getOutboundSkillsets_WSClient.jsp page displays a list of outbound skillsets.

An immediate callback is treated as a scheduled callback contact with the current Multimedia server date and time entered as the callback date and time. Scheduled callback contacts must be created in outbound skillsets (OB_) as outbound contacts are licensed under the outbound license. Agents must have an

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Outbound license to originate a call to a customer. Scheduled callbacks are presented differently to agents because they are not associated with an outbound campaign. There is no agent script or outbound disposition code presented to an agent when a scheduled callback contact is complete.. ATTENTION

The time for the callback is displayed in the Outbound Campaign tool on Contact Center Manager Administration on the Progress and Results screen in Greenwich Mean Time (GMT). You must convert the time to the local time for the customer who receives the outbound call.

When the form is submitted, the values of the fields are passed to the requestImmediateCallback_WSClient.jsp page, which first checks if the chosen skillset is in service using the IsSkillsetInService Web method. If the skillset is not in service, then the scheduled callback contact is created using the requestImmediateCallback and a message appears indicating that the callback request is handled when the skillset is in service.

If the chosen skillset is in service, then the scheduled callback contact is created using the RequestImmediateCallback method and the confirmation message appears.

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Submitting HTML forms as an e-mail message The submitHTMLForm.jsp page is the HTML form that the customer uses to submit an HTML form as an e-mail message. When this form is submitted, the values of the input fields are passed to sendmail.jsp. The sendmail.jsp page uses the JavaMail libraries and SMTP server (configured during installation) to send an e-mail message to the specified To address using the customer default e-mail account. The To address must be a recipient mailbox configured in Contact Center Multimedia Administrator.

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The values in the Text Field 1, Text Field 2, Choice 1, Choice 2, and Text Area fields in the form are sent in the body of the e-mail message. Note: No CI Web service methods are used to send the HTML form as an e-mail message. You can configure the Contact Center Multimedia rules to route these e-mail messages to a specific skillset based on keywords in the e-mail subject.

Sending a password reminder The passwordReminder.jsp page is the HTML form that customers use to enter their e-mail address and retrieve their password to log on to the company Web site. When this form is submitted, the e-mail address entered by the customer is passed to the passwordReminder_WSClient.jsp page. The sendPasswordReminder Web method resets the customer password and sends the customer the password reminder autoresponse configured in the Contact Center Multimedia Administrator.

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The EM_Default_Skillset must have an outgoing e-mail address mapped in the Multimedia Administrator for password reminder requests from the sample CI Web site. You can configure a different skillset for password reminder requests by configuring the PASSWORD_REMINDER_SKILLSET property in the web.xml file in the webapps\CI_Sample_Website\WEB_INF folder. The text of the password reminder is configured in the Contact Center Multimedia Administrator in auto-responses. For more information, see “Adding an autoresponse to the rule” on page 1136. If the e-mail address entered in the form does not correspond to the e-mail address of an existing customer in the Multimedia database, the customer receives a message indicating that they cannot log on.

Displaying session timeout A customer session on the sample CI Web site times out after 10 minutes of inactivity. If a customer attempts to use the sample pages after the session expires, the loginCustomer_timeout.jsp page appears so the customer can log on again.

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You can change the session timeout value in the web.xml file for the sample CI Web site.

Using Web-on-hold Web-on-hold is a Web page that is presented automatically to customers Web browsers while customers are waiting for an agent to begin their text chat. You can define the length of time that each URL appears on the customer Web browser. For example, the customer sees the following screen.

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You can also configure a group of Web pages about a new product they are selling. When designing the Web site, the Web developer can programmatically choose which Web-on-hold group to display to the user depending on the business logic (such as region of the customer or the time of year). When the agent joins the conversation, the Web-on-hold page is replaced and the session status is in progress.

Using text chat An agent and a customer use text chat to communicate with each other through a bidirectional exchange of chat messages. The text chat frame shows the complete record of the conversation. Although only four or five lines of text are visible in the frame, you can scroll the frame up or down to view the entire text. This area also shows the URL of any pages that are viewed or pushed by the agent or the customer.

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Customers perform the following steps: 1.

A customer types the text of the comments to the agent in the Web site interface. The customer can review the comments using the scroll bars to review the complete text.

2.

To send the comments, click the send message icon.

3.

To end the text chat session, click the exit icon.

Pushing pages to an agent To push a page to an agent, a customer can: „

type an URL into the text box

„

if the desired page is already displayed in the browser window, click the push displayed page icon.

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Configure properties for the sample CI Web site The web.xml file for the customer interface sample Web site is located in webapps\CI_Sample_Website\WEB_INF folder of the Tomcat Servlet container. You can configure the following items:

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CCMM_HOSTNAME—The sample CI Web site uses the customer interface Web services located on your Contact Center Multimedia server.

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EMAILSERVER_HOSTNAME—The host name of the e-mail server that is used to send e-mail using Java mail and Standard Mail Transfer Protocol (SMTP). The sendmail.jsp page uses SMTP to send e-mail messages to a Multimedia recipient address. The e-mail server must be capable of relaying e-mail messages to an e-mail server configured in Contact Center Multimedia.

„

PASSWORD_REMINDER_SKILLSET—The password reminder email contacts are created as closed contacts within this defined skillset. By default, the password reminder skillset is set to EM_Default_Skillset. The value of PASSWORD_REMINDER_SKILLSET is used by the passwordReminder_WSClient.jsp page.

„

WEBCOMMS_HOSTNAME—The host name of the Web server hosting the Web communications application.

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WEBCOMMS_PORT—The port number used by the Web communications application. The default value is 8080.

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WEBCOMMS_PATH—The URL path used to access the Web communications application. The default path is /WebComms/jsp/ index.jsp.

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HTML_FORM_TO_ADDRESS—The default To e-mail address on the page submitHTMLForm.jsp. The HTML_FORM_TO_ADDRESS must be a valid Multimedia recipient address.

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HTML_FORM_SUBJECT—The default subject on the page submitHTMLForm.jsp. The default subject is HTML Form Submitted from the Web.

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HTML_FORM_RESULT_HEADER—The value used as the first line in the body of e-mail messages sent from the sendmail.jsp page. The default body text is Results of HTML Form Submitted from the Web.

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TEXT_CHAT_SUBJECT—The default subject displayed on the requestTextChat.jsp page. The default subject is Text Chat Submitted from the Web.

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NO_OF_CONTACTS_TO_DISPLAY—The number of contacts to display on the Read Customer Contact History page.

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<session-timeout>10—The number of minutes before a customer chat session expires on the Customer Interface Web site. If the customer session expires, the customer must log in again. The default value is 10 minutes.

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Test the customer interface Web site Use the information in this section to verify that the customer interface Web site is installed properly.

Requirements for testing You must have at least one Web communications skillset configured and an agent who can handle contacts with the Web communications skillset.

Testing the installation on the external Web server Use this procedure to test that the components are installed on your external Web server. Launch your Web browser at the Tomcat homepage. Typically, the URL for the Tomcat homepage is http://<webservername>:8080. If successful, open the sample CI homepage which is http:// <webservername>:8080/CI_Sample_Website/.

Creating a customer Create your test customer using predefined e-mail and phone by completing the following steps. 280

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1

Click Register New Customer.

2

Complete the Title, First Name, Last Name, Username, Password, E-mail Address, Confirm Password, and Number for your test customer. You can add other details about the customer if required.

3

To log on this customer immediately after you create, select the Login Customer check box.

4

If you do not select the Login Customer check box, and you want to log on the customer now, click Log in Customer.

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5

In the Username box, type the test customer user name.

6

In the Password box, type the test customer password.

7

Click Log on.

Testing request text chat Perform the following steps to test the request text chat functionality.

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1

Log on the test customer.

2

Log an agent who can handle a Web communications skillset on to the Contact Center Agent Desktop. Make the agent available to receive contacts.

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3

Click Request Text Chat to create a text chat contact.

4

In the Skillset box, select the skillset that your agent from step 2 is eligible to handle.

5

In the Subject box, type the subject of the text chat.

6

Click Submit. Result: On the Contact Center Agent Desktop, your logged on agent receives the Web communications contact.

7

Close the test contact.

8

Log off the test customer.

Testing request callback functionality Perform the following steps to test the request callback functionality.

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1

Log on the test customer.

2

Log an agent who can handle an Outbound skillset on to the Contact Center Agent Desktop. Make the agent available to receive contacts.

3

Click Request Immediate Callback to create an outbound contact.

4

In the Skillset box, select the skillset that your agent from step 2 is eligible to handle.

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In the Subject box, type the subject of the outbound contact.

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In the Objective box, type a summary of the reason for the callback.

7

Click Submit. Result: On the Contact Center Agent Desktop, your logged on agent receives the outbound contact.

8

Close the test contact.

9

Log off the test customer.

Testing e-mail from Web pages Perform the following steps to test the e-mail functionality. Before you begin testing e-mail functionality, you must ensure that you have configured an e-mail message box that assigns e-mail messages to the skillset to which you log your agent on. 1

Log on the test customer.

2

Log an agent who can handle an e-mail message skillset on to the Contact Center Agent Desktop. Make the agent available to receive contacts.

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3

Click Submit HTML Form to create an e-mail contact.

4

In the Mail To box, type the e-mail address that is forwarded to the agent who is logged on.

5

In the Subject box, type the subject of the e-mail message.

6

Click Submit. Result: On the Contact Center Agent Desktop, your logged on agent receives the outbound contact.

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7

Close the test contact.

8

Log off the test customer.

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Prevent blocked invitations The Web Communications Manager relies on the HTTP protocol to transport messages between the agent and customer using Web service read and write calls. Because all traffic goes through port 80, no new ports need to be opened though the firewall. This means that customers based in corporations with limited internet access can still chat with an agent. Initially, a customer is placed in Web-on-hold to wait for an agent to join the call. The customer browser is redirected to a frame-based Web page that displays video and interactive content while the customer is waiting for the agent. The customer Web browser is redirected to the chat conversation when the agent joins the session. Among the exchanged messages, a request can be made to have a Web page pushed to the other party. The message is requesting the customer or agent to load a URL. The agent and customer are loading separate copies of the same url thus safeguarding privacy by not sharing cookies or personalized pages. In addition, existing controls in place by customer or agent internet access is respected. For example, sites barred by a contact center IT department cannot be pushed to an agent by a customer. The capability of many browsers to prevent popups do not affect the text chat conversations between customers and agents. All pages pushed from the agent to the customer load within the central frame above the text chat conversation and no separate pop-up windows appear. As with any internet connection, it is important for customers and contact centers to maintain current antivirus definitions and antispyware.

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Contact Center Multimedia/Outbound

Par t 2 Upgrading and Migrating Contact Center Multimedia/ Outbound Release 6.0

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Section A: Preinstallation

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Section B: Installation

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Section C: Postinstallation

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Section D: Client configuration

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Section E: External component configuration

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Section F: Database upgrade

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Section G: Contact Center Manager Server configuration

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Section H: CCMA server configuration

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Section I: CCT server configuration

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Section J: Contact type configuration

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Section K: Agent configuration

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Overview Contact Center Multimedia server release 6.0 requires different operating system, and application deployment technologies. Upgrading from Symposium Web Center Portal to Contact Center Multimedia is an optional step, and it can be performed when a business need exists that requires the historical information from Symposium Web Center Portal to become available via Contact Center Multimedia reporting. If you want to upgrade the database from the previous release, Symposium Web Center Portal Release 4.0, you must install your Contact Center Multimedia software on a new server. You cannot upgrade your Contact Center Multimedia software directly from a previous installation. The Contact Center Multimedia Technical Requirements and Operating System Configuration guide outlines the requirements for the Contact Center Multimedia server. If your current Symposium Web Center Portal Release 4.0 server currently meets the requirements for the Contact Center Multimedia server and you do not want to keep data from Symposium Web Center Portal Release 4.0, you can upgrade your current server to run Contact Center Multimedia. You must erase all data, including the Operating System from the server, and format the server according to the information provided in Contact Center Multimedia Technical Requirements and Operating System Configuration guide. No Symposium Web Center Portal Release 4.0 information can remain on the server. ATTENTION

ATTENTION

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The procedures in this section describe installing an upgrade of Contact Center Multimedia/Outbound 6.0. If you are reinstalling the server software on a new server, see Chapter 7, “Migrating Contact Center 6.0 to a new server.”

After the data is migrated to the Multimedia database, you cannot return to the previous release.

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Web communications upgrades There are some extra considerations if you are upgrading from SWCP 4.0 to Contact Center Multimedia: „

If you are upgrading from SWCP 4.0 Web communications to Contact Center Multimedia 6.0 Web communications, there should be no outstanding contacts. All Web communications contacts that are in an open or new state must be closed prior to performing the upgrade. The outstanding Web communication session cannot be completed after the upgrade.

„

Contact Center Multimedia 6.0 Web communications uses an improved architecture. The Web services infrastructure uses application builder to easily integrate it capabilities into your Web site. You must make some modifications to your existing SWCP application to function in the Contact Center Multimedia environment. You can still reuse the presentation layer of your application, however the logic of the application must be redeveloped to use the web service architecture. For information about using the Web services, see “Using the Web communications customer interface” on page 255 and the Web service documentation.

What you need The following checklist contains the software and equipment you must have to upgrade Contact Center Multimedia/Outbound 6.0. Description

Done

All tasks and procedures in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide are complete. You can get the latest copy of the this guide on Helmsman (www.nortel.com/helmsman).

❑

The Nortel Contact Center DVD is available.

❑

The Contact Center Manager server is installed and operational for voice contacts. For more information, see the Contact Center Manager Server Installation and Maintenance Guide.

❑

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Description

Done

The Contact Center Manager License Manager file is installed and operational for the contact types in your contact center. For more information, see Appendix B, “Feature licensing,” and the Contact Center Manager Server Installation and Maintenance Guide.

❑

The Contact Center Manager Administration server is installed and operational for voice contacts. For more information, see the Contact Center Manager Administration Server Installation and Maintenance Guide

❑

The Communication Control Toolkit server is installed and configured, and TAPI is configured. For more information, see the Communication Control Toolkit Installation and Maintenance Guide.

❑

The name of the server and the location of the Symposium Web Center Portal database are identified, if required.

❑

The Installer’s Road Map preinstallation checklist is completed and available for reference. You can get the latest copy of the Installer’s Road Map from the Partner Information Center (www.nortel.com/pic).

❑

The Contact Center Manager server, the Contact Center Manager Administration server, and the Communication Control Toolkit server are on the same subnet and have good network connectivity.

❑

Installation time The following installation times can help you determine the time required for software installation. „

Preinstallation (including operating system installation/configuration): 1 hour

„

Installing the Server Software: 30 minutes

„

Postinstallation: 15 minutes

These times can vary depending on the server, network infrastructure and your confidence level with the software. The installation times are based on servers with the following specifications: 294

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CPU: Intel Xeon 3 GHz

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RAM: 1.0 GB

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Hard drive: 80 GB 7200 RPM SATA with no Raid configuration.

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DVD drive: Internal IDE 8X DVD-ROM

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Section A: Preinstallation

In this section Step 1. Reduce the Symposium Web Center Portal database

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Step 2. Review the preinstallation instructions

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Step 3. Read the prerequisite documentation and check for updates

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Step 4. Install your remote support access tool

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Step 1. Reduce the Symposium Web Center Portal database You must reduce the number of transactions in the Symposium Web Center Portal Release 4.0 database before you start the migration process to ensure that only relevant data is migrated. Perform the following tasks: 1

Stop the Symposium Web Center Portal E-mail Manager service to prevent new transactions.

2

Close transactions with states that are not valid in the Contact Center Multimedia Release 6.0 database: „

All transactions with a status of Pending.

„

All transactions with a status of New Reply.

3

Limit the number of transactions remaining in the Symposium Web Center Portal database. The maximum number of open transactions is 100.

4

Purge or archive as much data as possible.

5

Upgrade to SU 07 for Symposium Web enter Portal Release 4.0.

ATTENTION

ATTENTION

Your Symposium Web Center Portal server must be at SU07 before migrating your data.

Performing a migration to Contact Center Multimedia 6.0 with pending or new reply transactions is not supported. Close pending and new reply transactions to prevent invalid records in the multimedia database. The invalid records can be resolved only by rebuilding the database.

Before you start the migration, ensure your new server meets the space requirements for Contact Center Multimedia. See the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide for information about the server requirements. 298

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Step 2. Review the preinstallation instructions Before you perform an upgrade of the Contact Center Multimedia software, you must ensure your hardware and software meet the specifications described in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide. Contact Center Multimedia software runs Microsoft Windows Server 2003 Software Standard edition or Enterprise Edition. Other versions of Windows Server 2003 are not supported. ATTENTION

ATTENTION

After you install the Contact Center Multimedia/Outbound components, you must change to the US English locale to run Contact Center Multimedia on Windows 2003 Server Enterprise Edition or Windows 2003 Server Standard Edition. For more information about configuring the Operating System locale, see “Configuring Windows” on page 1291.

Failure to review the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide can result in errors and omissions when installing the software.

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Step 3. Read the prerequisite documentation and check for updates Before you install the Contact Center Multimedia/Outbound software, check the Nortel Web site (www.nortel.com) or the Partner Information Center Web site (www.nortel.com/pic) for the following:

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updated customer documentation and distributor technical references

„

installation addenda, such as service updates (SU) or service update supplements (SUS)

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Step 4. Install your remote support access tool Nortel recommends that you install and configure a remote support access tool before you install Contact Center Multimedia/Outbound so you can access technical support during the installation procedure, if required. Nortel personnel use pcAnywhere 11.5 as the preferred remote support access tool. To install and configure the Host Only version of pcAnywhere version 11.5 on the Contact Center Multimedia/Outbound server, see “Installing pcAnywhere 11.5 as your remote support access tool,” on page 302. Alternatively, Nortel accepts Microsoft Remote Desktop Connection for Administration as a remote support access tool for customers on a Windows 2003 platform. This alternative is provided for customers whose security policy does not allow pcAnywhere or for customers who are using Microsoft Remote Desktop Connection as the remote support tool for all computers on their network. For details about enabling Microsoft Remote Desktop Connection for Administration, see “Using Microsoft Remote Desktop Connection as your remote support access tool,” on page 314. Note: Nortel recommends that you install only one of the supported remote access tools (pcAnywhere or Remote Desktop Connection) on the Contact Center Multimedia/Outbound server. Nortel provides guidelines for setting up remote support using a virtual private network (VPN). For more information, see the Nortel Contact Center Planning and Engineering Guide.

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Installing pcAnywhere 11.5 as your remote support access tool The following steps are general guidelines only. For complete information, see the documentation included with the pcAnywhere software. CAUTION Risk of system failure .

Before you install pcAnywhere version 11.5, ensure that the video drivers on the Contact Center Multimedia/Outbound server are current by consulting the driver manufacturers’ Web sites for available updates. Failure to check the video drivers can result in a blue screen after you install pcAnywhere or after you perform an operation such as a file transfer. For more information, see the pcAnywhere Web site at www.symantec.com/pcanywhere.

To install pcAnywhere

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1

Log on to the Contact Center Multimedia/Outbound server as the local administrator.

2

Insert the Nortel Contact Center DVD into the server.

3

Open the PCAnywhere folder.

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Double-click the NTJK088A-02 - Host Only.exe file. Result: The Symantic pcAnywhere installation program starts.

5

Click Next. Result: The License Agreement window appears.

6

Accept the terms of the license agreement, and then click Next. Result: The Customer Information window appears.

7

Enter your user name and company details, and then click Next. Result: The Destination Folder window appears.

8

Accept the default location for installing the software, or click Change to choose a custom location.

9

Click Next. Result: The Ready to Install the Program window appears.

10

Click Install. Result: The installation program installs the software. When it is finished, the LiveUpdate window appears.

11

Click Next. Result: The installation program installs any updates.

12

Click Finish when the updates are installed.

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Starting pcAnywhere 11.5 or later for the first time 1

Log on to Windows as the local administrator.

2

Click Start > All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, select Skip, and click Yes to confirm.

ATTENTION

If the following message appears, it indicates that your video driver is incompatible with pcAnywhere: pcAnywhere detected and fixed a display driver problem. Please restart your computer to allow the change to take effect. You must uninstall pcAnywhere, update your video driver, and reinstall pcAnywhere.

Result: The Symantec pcAnywhere window appears. 3

Continue with the following procedure to configure pcAnywhere 11.5.

Configuring pcAnywhere 11.5 or later Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote server. Caller accounts restrict the use of pcAnywhere to appropriate users (for example Nortel support personnel and distributors). If, during the pcAnywhere configuration, a message indicates that you do not have the rights to modify a setting or create a new caller, use the following the procedure to change the Windows user access rights for pcAnywhere files. To change the Windows access rights for pcAnywhere files 1

Ensure pcAnywhere is closed.

2

In Windows Explorer, navigate to folder where pcAnywhere is installed.

3

Right-click the pcAnywhere folder icon, and then click Properties. Result: The pcAnywhere Properties window appears.

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4

Click the Security tab.

5

In the Name box, select Administrators.

6

To grant administrators full access to the pcAnywhere folder, in the Permissions box, select Allow beside Full Control.

7

Click OK to save your changes and close the Properties window.

Configuring an account in pcAnywhere 11.5 or later Note: If you are using a modem connection with pcAnywhere, you must configure your modem before you perform this procedure. 1

If it is not already started, start pcAnywhere 11.5 by logging on to the server as the local Administrator, and then clicking Start > All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, click Skip, and click Yes to confirm.

2

On the pcAnywhere manager (left side), select the Hosts option.

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On the File menu, choose New Item > Connection Wizard. Result: The Connection Wizard - Connection Method window appears.

4

Select I want to use cable modem/DSL/LAN/dial-up Internet ISP.

5

Click Next. Result: The Connection Wizard - Authentication Type window appears.

6

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Click Next. Result: The Connection Wizard - Name and Password window appears.

8

In the User name box, type a name for the caller account. You can choose any name, or you can use a name familiar to you, such as NGenDist.

9

In the Password box, type the password for the caller account.

10

In the Enter the password again box, type the same password again.

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Click Next. Result: The Connection Wizard - Summary window appears.

12

Review the summary.

13

Click Finish. Result: The Hosts window reappears with the new account selected.

14

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Type a custom name for this account to identify it in the list of caller accounts.

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Right-click the account name, and click Properties. Result: The Host Properties: window appears.

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16

Click the Settings tab.

17

Select Launch with Windows and Run minimized.

18

Click the Callers tab.

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In the Caller list box, right-click the caller account you just created (NGENDIST), and then click Properties. Result: The Caller Properties window appears.

20

Click the Privileges tab.

21

Click Superuser.

22

Click OK to save your changes and close the Caller Properties window. Result: The Host Properties window reappears with the account now listed according to its Login ID.

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23

Click the Security Options tab.

24

Under Session options, ensure the Session options are set to Host and Remote.

25

Under Login options, ensure Limit login attempts per call and Limit time to complete login are checked and set to 3.

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26

Click the Conference tab.

27

Ensure that Enable conferencing and Obtain IP address automatically are selected.

28

Click Apply to save your settings.

29

If you want to assign a password to control who can modify the Network icon settings, click the Protect Item tab and type the password; otherwise, skip to the next step.

ATTENTION

If you select the Required to modify properties option on the Protect Item tab, you must enter the password each time a setting is changed. Record the password and keep it in a safe place. If you forget the password, you cannot change any settings.

30

Click OK to save all pcAnywhere Host settings.

31

Optionally, repeat steps 2 to 30 to create another caller account of your choice.

32

Close the Symantec pcAnywhere window.

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Using Microsoft Remote Desktop Connection as your remote support access tool If pcAnywhere 11.5 is installed on your server, you do not need to enable Microsoft Remote Desktop Connection as your remote support access tool. Therefore, you can skip this procedure. Microsoft Remote Desktop Connection for Administration (formerly known as the Terminal Services Administration Mode) is installed by default on Windows Server 2003. After you install Windows Server 2003, Microsoft Remote Desktop Connection is installed, but not enabled. To enable Microsoft Remote Desktop Connection for Administration To enable Microsoft Remote Desktop Connection for Administration, you must be logged on to the system with administrator privileges. 1

On the server, click Start > Control Panel > System. Result: The System Properties Window opens.

2

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Click the Remote tab.

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3

On the Remote tab, select Turn on Remote Assistance and allow invitations to be sent from this computer.

4

Click OK.

For details about using Microsoft Remote Desktop Connection for Administration, see the Microsoft documentation at www.microsoft.com.

What is next? Continue with installing the Contact Center Multimedia/Outbound server software. For more information, see Step 5. “Install the Multimedia/Outbound server software” on page 318.

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Section B: Installation

In this section Step 5. Install the Multimedia/Outbound server software

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Step 6. Install the Multimedia/Outbound service updates

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Step 5. Install the Multimedia/Outbound server software Follow the procedures in this section to install the Multimedia/Outbound server. The Contact Center Multimedia/Outbound installation contains all components, but you can see only the components for which you are licensed. All unlicensed components are blocked.

Checking prerequisites Before the installation begins, the installation checks to ensure that the following software is installed on the system: „

Java Runtime Environment - Release 1.5.0 You must ensure that you do not have the automatic update option selected. Contact Center Multimedia requires JRE 1.5.0 with no subversions.

„

Microsoft .NET Framework - Version 1.1 with .NET service pack 1

The software is installed automatically if it is not already installed. A check is also performed to ensure that: „

The server is running Windows Server 2003 Enterprise or Standard version.

„

Microsoft Internet Information System (IIS) is installed.

If any of these checks fail, the installation is cancelled and you are notified of the problem.

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Installing the Multimedia/Outbound server 1

Insert the Nortel Contact Center DVD into the DVD drive.

2

Select Contact Center Multimedia/Outbound.

3

Click Install.

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If either the Java Runtime Environment (JRE) Release 1.5.0 or Microsoft .NET Framework is not installed, Contact Center Multimedia/ Outbound installs it automatically. Click OK to begin installation.

Result: The Welcome window appears.

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Click Next. Result: The License Agreement window appears.

5

Read the license agreement, select I accept the terms in the license agreement, and then click Next. Result: The Setup Type window appears.

6

Select CCMM Server, and then click Next. When you select the CCMM Server, you install the following components:

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Contact Center Multimedia (CCMM) database

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Contact Center Multimedia (CCMM) services and utilities

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Contact Center Multimedia (CCMM) Database Migration utility

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Contact Center Agent Desktop client

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Contact Center Outbound Campaign Manager Tool client

Tip: For information about installing the Agent Desktop telephony toolbar on your Communication Control Toolkit server, for telephony-only deployment, see the Communication Control Toolkit Installation and Maintenance Guide. If you are licensed for Web communications, you must install the external Web server on a separate server. For more information about the external Web server, see Chapter 3, “Installing and configuring the external Web server.” Result: The CCMM Server Type window appears.

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7

Select Primary Server to install the production server, and then click Next. Tip: The Redundancy server is a warm standby server used for quick recovery if the primary server fails. For more information about installing the Redundancy server, see Chapter 8, “Installing the Standby server.” Result: The Multimedia Server Configuration window appears.

8

Enter the host names for the following servers: Tip: The following four server names must be entered. Use the information documented in the Installer’s Road map. Do not use the IP addresses for the servers. „

Contact Center Manager Server—The name of the server that routes contacts to agents.

„

Contact Center License server—The name of the server where the license manager information is installed.

„

Contact Center Telephony Server—The name of the server that provides telephony control for agents on the Multimedia Server (Communication Control Toolkit server).

„

Contact Center Administration Server—The name of the server where the administration information is configured (Contact Center Manager Administration server).

If you are licensed to use the e-mail feature, you can also enter the server names for the following servers:

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Inbound Mail Server—The name of your corporate e-mail server used for inbound mail.

„

Outbound Mail Server—The name of your corporate e-mail server used to send e-mail. The name of the inbound and outbound e-mail servers can be the same.

If you are licensed for the Web Communications feature, you can also enter the server name for the following: „

9

Web Communications Server—The name of the corporate server used for Web access and internet connections.

Click Next. Result: The Destination Location window appears.

10

Select the drives on which you want to install the Multimedia server software and the Multimedia server database, and then click Next. Nortel recommends that you:

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Install the Nortel Contact Center Multimedia server software on drive D, and the Multimedia database on drive F.

„

Install the Multimedia server software on a separate drive from the drive on which you installed your operating system.

„

Install the Multimedia database on a separate drive from the one on which you installed the Multimedia server software.

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Ensure you have a minimum of 20 GB of disk space for the Multimedia database. The recommended disk space handles 1 000 000 contacts.

After you select a drive, you can click Space to verify the amount of disk space on the selected drive. Tip: If the Installation program detects that you have not met the disk or disk space requirements, you are asked to change the drives.

„

To change the destination locations, click Yes, and repeat step 10.

„

To leave the destination locations, click No.

Result: The Ready to Install the Program window appears.

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Review the information on the Installation Summary section of this window, and then click Install. Result: The Contact Center Multimedia/Outbound server software and database are installed. The InstallShield Wizard Completed window appears.

12

Click Finish.

13

When you are prompted, click Yes to restart the server. Result: The installation is complete.

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Step 6. Install the Multimedia/Outbound service updates Before installing the service update (SU) or service update supplement (SUS), Nortel recommends that you verify the patch level currently installed on the server by launching the Patch Viewer utility. On the server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Patch Viewer. You cannot install a patch that is older than an update that is already installed. Also, you cannot install a service update supplement unless the applicable service update is installed. After you download and apply the latest service update, check to see if there are any updates posted in the installation addenda on the following Web sites: „

www.nortel.com (for end customers)

„

www.nortel.com/pic (for distributors)

Follow the procedure in the service update readme file for information about installing the latest service updates and service update supplements for the Contact Center Multimedia/Outbound software. ATTENTION

If a large number of contacts are queued and Contact Center Manager Server is restarted, Contact Center Manager server queues 5000 contacts per hour. A period of time can elapse before your contacts are displayed in Real-Time displays or assigned to agents.

What is next? Configure the required settings for the Contact Center Multimedia/Outbound server. For more information, see Step 7. “Provide local users with Log on as a Service right” on page 330.

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Section C: Postinstallation

In this section Step 7. Provide local users with Log on as a Service right

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Step 8. Configure the shared inbound and outbound attachment folders

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Step 9. Configure Internet Information Services (IIS)

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Step 10. Verify the Multimedia database installation

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Step 11. Other postinstallation tasks

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Step 7. Provide local users with Log on as a Service right You must configure two user types to access Contact Center Multimedia/ Outbound software. These user types are: „

CCMMOPSUSR —The E-mail Manager service runs under the CCMMOPSUSR account instead of the local system account so that this service has permissions to stream attachment files to the inbound folder and attach files to outgoing e-mail from the outbound folder. These permissions must be attached to the folders. You must also set the password of the CCMMOPSUSR so that the password never expires.

„

IUSR_<Servername>—The IUSR account is an IIS account used for all communication between the Multimedia server and the Agent Desktop over HTTPS (except for Communication Control Toolkit events over a configurable port). Agents read and attach files through HTTP rather than an open share, therefore, the attachment directories are defined as Web folders in IIS.

You must configure CCMMOPSUSR only if you are licensed for e-mail in your contact center.

Adding the users 1

On the Windows Start menu, click All Programs > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.

2

Under Security Settings, double-click Local Policies in the left pane. Result: The list expands to show the local security policy settings.

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Click User Rights Assignment. Result: All rights that can be assigned to a user are displayed in the right pane.

4

Double-click Log on as a Service. Result: The Log on as a service Properties window appears.

5

Click Add User or Group. Result: The Select Users, Computers, or Groups window appears.

6

Click Locations.

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In the Locations window, select the Contact Center Multimedia server name from the list.

8

Click OK.

9

In the Enter the object name to select box, type CCMMOPSUSR.

10

Click Check Names to verify that the user name exists on the local computer.

11

Click OK. Result: The Logon as a service Properties window appears.

12

Click Add User or Group. Result: The Select Users, Computers, or Groups window appears.

13

Click Locations.

14

In the Enter the object name to select box, type IUSR_<Servername> where <Servername> is the name of your Multimedia server.

15

Click Check Names to verify that the user name exists on the local computer.

16

Click OK. Result: The Logon as a service Properties window appears.

17

Click Apply to save the changes.

18

Click OK.

19

Close the Local Security Settings window.

Setting the password for the CCMMOPSUSR To set the password to never expires for the CCMMOPSUSR, perform the following steps.

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1

Click Start > Control Panel> Administrative Tools > Computer Management.

2

Click Local Users and Groups.

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Click Users.

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Right-click CCMMOPSUSR, and then click Properties.

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On the General tab, select the check box Password Never Expires.

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Click OK.

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Step 8. Configure the shared inbound and outbound attachment folders This procedure is optional. If you do not have a license for the E-mail Manager, proceed directly to Step 10. “Verify the Multimedia database installation” on page 357. Access on a shared folder is determined through two sets of permission entries: the permissions set on the share (called share permissions) and the permissions set on the folder (called NTFS file and folder permissions). You must provide access to a shared location for inbound and outbound e-mail attachments. These shared locations must be shared for the user types you configured in Step 7. “Provide local users with Log on as a Service right” on page 330.

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Use the procedures in this section to configure the shared folders with the required access permissions. ATTENTION

Risk of backup failure

Nortel recommends that you use the default attachment locations defined in this section. If required, you can choose a different location for the inbound and outbound shared e-mail folders. If you choose a different location, you must ensure that you: „

Create the inbound e-mail attachment folder with the path MailAttachments/Inbound.

„

Create the outbound folder with the path MailAttachments/ Outbound.

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Share the inbound and outbound folders with the users CCMMOPSUSR and IUSR_<Servername>.

„

Share the inbound and outbound folders with the security group SYSTEM.

„

Set the NTFS access permissions for CCMMOPSUSR and IUSR_<Servername>.

„

Configure the correct folders in the e-mail attachment locations in the Multimedia Administrator application. For more information, see the Multimedia Administrator online Help.

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1

Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database.

2

Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on which you installed your Contact Center Multimedia database.

3

Locate the folder Inbound.

4

Right-click the inbound folder, and select Properties.

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Click the Sharing tab.

6

Select the Share this folder option.

7

In the Share name box, type inboundattachment.

8

Add a description for the share (optional).

9

Leave the User Limit at Maximum allowed.

10

Click Permissions. Result: The Permissions for inboundattachment window appears.

11

Click Add.

12

Click Locations.

13

In the Locations window, select the Contact Center Multimedia server name from the list.

14

Click OK.

15

In the Enter the object name to select box, type CCMMOPSUSR.

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Click Check Names to verify that the user name exists on the local computer.

17

Click OK. Result: The Permissions for inboundattachment window appears and the user is added to the list of users.

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18

Select the Multimedia user account (hostname/CCMMOPSUSR).

19

Allow Change and Read permissions for the Multimedia user account (hostname/CCMMOPSUSR).

20

Click Apply.

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Click Add to add a new user.

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In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Multimedia server.

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Click OK.

24

Select the Internet Guest Account (IUSR_<Servername> account).

25

Allow Full Control permissions for the Internet Guest Account.

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Click Apply.

27

Select the Everyone default account.

28

Remove all permissions granted to the Everyone account.

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Click Apply to save the changes to permissions for this folder.

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Click Add.

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Click Location.

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In the Locations dialog box, select the name of the Multimedia server from the list.

33

Click OK to close the Locations dialog box.

34

In the Enter the object name to select box, type SYSTEM.

35

Click Check Names to verify that the user name exists on the local computer.

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Click OK. Result: The permissions for the inboundattachment window appears and the user is added to the list of users.

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Select the SYSTEM user account.

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Select the check box under Allow and beside Full Control.

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Click Apply.

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Click OK.

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On the Inbound Properties dialog box, click Security.

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Click Add to add a new user.

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Click Locations.

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In the Locations window, select the Redundancy server name from the list.

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Click OK to close the Locations box.

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In the Enter the object names to select box, type CCMMOPSUSR.

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Click OK.

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For the CCMMOPSUSR account, select the following permissions: Read & Execute, List Folder Contents, Read, and Write.

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Click Apply.

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Click Add to add a new user.

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In the Enter the object names to select box, type IUSR_<Servername>.

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Click OK.

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For the IUSR account, select the following permissions: Read & Execute, List Folder Contents, Read, and Write.

54

If the SYSTEM security folder does not exist, in the Enter the object name to select box, type SYSTEM.

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Select the check box under Allow and beside Full Control.

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Click OK to complete the setup of the Inbound Attachments security.

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Setting up the outbound attachment shared location 1

Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database.

2

Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on which you installed your Contact Center Multimedia database.

3

Locate the folder Outbound.

4

Right-click the Outbound folder, and select Properties.

5

Click the Sharing tab.

6

Select the Share this folder option.

7

In the Share name box, type outboundattachment.

8

Add a description for the share (optional).

9

Leave the User Limit at Maximum allowed.

10

Click Permissions. Result: The Permissions for outboundattachment window appears.

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Click Add.

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Click Locations.

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In the Locations box, select the Contact Center Multimedia server name from the list.

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Click OK.

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In the Enter the object name to select box, type CCMMOPSUSR.

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Click Check Names to verify that the user name exists on the local computer.

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Click OK. Result: The Permissions for outboundattachment window appears and the user is added to the list of users.

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Select the Multimedia user account (hostname/CCMMOPSUSR).

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Allow Read and Change permissions for the Multimedia user account (hostname/CCMMOPSUSR).

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Click Apply.

21

Click Add to add a new user.

22

In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Multimedia server.

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Click OK.

24

Select the Internet Guest account (IUSR_<Servername> account).

25

Allow Full Control for the Internet Guest account.

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Click Apply.

27

Select the Everyone default account.

28

Remove all permissions granted to the Everyone account.

29

Click Apply to save the changes to permissions for this folder.

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Click Add.

31

Click Location.

32

In the Locations dialog box, select the name of the Multimedia server from the list.

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Click OK to close the Locations dialog box.

34

In the Enter the object name to select box, type SYSTEM.

35

Click Check Names to verify that the user name exists on the local computer.

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Click OK. Result: The permissions for the inboundattachment window appears and the user is added to the list of users.

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Select the SYSTEM user account.

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Select the check box under Allow and beside Full Control.

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Click Apply.

40

Click OK.

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On the Outbound Properties dialog box, click Security.

42

Click Add to add a new user.

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Click Locations.

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In the Locations window, select the Redundancy server name from the list.

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Click OK.

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In the Enter the object names to select box, type CCMMOPSUSR.

47

Click OK.

48

For the CCMMOPSUSR account, select the following permissions: Read & Execute, List Folder Contents, Write, and Read.

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Click Apply.

50

Click Add to add a new user.

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In the Enter the object names to select box, type IUSR_<Servername>.

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Click OK.

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For the IUSR account, select the following permissions: Read & Execute, List Folder Contents, Read, and Write.

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If the SYSTEM security folder does not exist, in the Enter the object name to select box, type SYSTEM.

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Select the check box under Allow and beside Full Control.

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Click Apply to save the changes to permissions for this folder.

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Click OK to close the Outbound Properties box.

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Close Windows Explorer.

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Step 9. Configure Internet Information Services (IIS) Use these procedures to ensure that the users have the correct access to the shared folders for the client applications.

Updating the inbound attachment virtual directory 1

Open the Internet Information Service (IIS) Manager. On the Start menu, click All Programs > Administrative Tools > Internet Information Service (IIS) Manager.

2

Click the plus sign (+) to expand Local Computer.

3

Click the plus sign (+) to expand Web Sites.

4

Click the plus sign (+) to expand Default Web Site. Result: A list of virtual directories is displayed.

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Right-click the inboundattachment virtual directory, and select Properties. Result: The Inboundattachment properties window appears.

6

Click the Directory Security tab.

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Under Authentication and access control, click Edit. Result: The Authentication Methods window appears.

8

Update the User name and Password fields: „

Username: LocalComputerName\CCMMOPSUSR, where LocalComputerName is the name of the Contact Center Multimedia server

„

Password: _mm6NtRed!

ATTENTION

Risk of unauthorized access

You must change this password and document the new password securely for future reference.

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9

Click OK to save the changes and close the dialog.

10

If you are prompted to confirm the password you entered for the new user name, retype the password.

11

In the Properties window, click Apply to save your changes.

12

Click OK to close the Properties window.

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Updating the outbound attachment virtual directory 1

Open the Internet Information Service (IIS) Manager. On the Start menu, click Program Files > Administrative Tools > Internet Information Service (IIS) Manager.

2

Click the plus sign (+) to expand Local Computer.

3

Click the plus sign (+) to expand Web Sites.

4

Click the plus sign (+) to expand Default Web Site. Result: A list of virtual directories is displayed.

5

Right-click the outboundattachment virtual directory, and then select Properties. Result: The outboundattachment properties window appears.

6

Click the Directory Security tab.

7

Under Authentication and access control, click Edit. Result: The Authentication Methods window appears.

8

Update the User name and Password fields:

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Username: LocalComputerName\CCMMOPSUSR, where LocalComputerName is the name of the Contact Center Multimedia server

„

Password: _mm6NtRed!

ATTENTION

Risk of unauthorized access

Change this password and document the new password securely for future reference. 9

Click OK to save the changes and close the window.

10

If you are prompted to confirm the password you entered for the new user name, retype the password.

11

In the Virtual Directory properties window, click Apply to save your changes.

12

Click OK to close the Properties window.

13

Close the IIS Manager window.

Configuring the MIME types Configure IIS on your Contact Center Multimedia server to configure the MIME types required by Contact Center Agent Desktop.

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1

On your Contact Center Multimedia server Start menu, right-click My Computer, and then click Manage.

2

Expand Services and Applications.

3

Expand Internet Information Services.

4

Expand Web Sites

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Right-click Default Web Site, and select Properties. Result: The Properties window appears.

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Click the HTTP Headers tab.

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Click MIME Types.

8

Click New.

9

In the Extension box, type .dic.

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In the MIME Type box, type application/octet-stream. Contact Center Multimedia/Outbound

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Click OK.

12

Click New.

13

In the Extension box, type .eml

14

In the MIME Type box, type application/octet-stream.

15

Click New.

16

In the Extension box, type .dat

17

In the MIME Type box, type application/octet-stream.

18

Click OK.

19

Click Apply to save the changes. Tip: If you are prompted to select any subfolders which inherit the changes, select those in the Agent Desktop hierarchy.

20

Close the Computer Management window.

Setting Web content permissions Web permissions control access to virtual directories on the Multimedia server for Multimedia clients. To set Web content permissions 1

On the Windows Start menu, select All Programs > Administrative Tools > Internet Information Services (IIS) Manager.

2

Click the plus sign (+) to expand the server folder. The server folder has the same name as your server.

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3

Click Web Services Extensions.

4

On the right side of the IIS Window, click the Extended tab if it is not already open.

5

Select Active Server Pages.

6

Click Allow (if Active Server Pages are not already allowed).

7

Close the Internet Information Services (IIS) Manager window.

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Step 10. Verify the Multimedia database installation Follow the procedure to verify the installation of the Multimedia database.

Verifying the Web services 1

On the Multimedia/Outbound Server, open Internet Explorer.

2

Browse to http://localhost/csp/multimedia/ws.Contact.cls. Result: A Web page appears, indicating successful verification of the Web services.

If the Web page does not appear, contact your Nortel technical support prime.

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Step 11. Other postinstallation tasks You can perform the following postinstallation tasks.

Changing your Event Viewer settings Based on the size of your contact center, you can change the size of your Windows Application Log that hold events produced by the Contact Center Multimedia Server application. For more information, see “Create Log reports” on page 1249.

Configuring SNMP (optional) If you are using the Windows Simple Network Management Protocol (SNMP) service to forward traps, you must perform these tasks, if you have not already done so: „

Configure the Windows SNMP service on the server.

„

Select the types of events you want to forward to the Network Management System (NMS).

„

Configure the NMS.

For more information, see “Configure the Windows SNMP service on the server” on page 1255.

Configuring Security settings Ensure that your security settings meet the requirements for your contact center. For more information about configuring your security settings for Contact Center Multimedia Server, see “Use the Windows Server 2003 Security Configuration Wizard” on page 1273.

What is next? Ensure your clients meet the requirements for your client applications. For more information, see Step 12. “Check the requirements for each client” on page 360. 358

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Section D: Client configuration

In this section Step 12. Check the requirements for each client

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Step 13. Install .NET Framework on clients

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Step 14. Configure access to client applications

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Step 12. Check the requirements for each client The Contact Center Agent Desktop and Outbound Campaign Management Tool are client applications installed on the Contact Center Multimedia/Outbound server. From a client, an agent types a URL into a Web browser or Windows Explorer and pulls the Contact Center Agent Desktop application from the Contact Center Multimedia/Outbound server to their desktop. The agent uses the Contact Center Agent Desktop to handle the following types of contacts: inbound voice, outbound voice, e-mail, and Web communications. From a client, supervisors or administrators can open the Outbound Campaign Management Tool from the Contact Center Manager Administrator to create outbound campaigns and load them to the Contact Center Multimedia/Outbound server for execution.

Requirements Before you work with the clients, follow the steps in this section to make sure you have the required information and materials for using the clients.

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1

Obtain the user ID and password that you need to log on to the client. On a Windows 2000 Professional, or Windows XP Professional client, you need an account with local administrative privileges.

2

Check that you have the following hardware (see the Contact Center Planning and Engineering Guide for more complete details): Description

Done

Client hardware

Each client running the Contact Center Multimedia server client applications has the following elements: „

Intel Pentium III 733 MHz CPU

❑

„

256 MB RAM

❑

„

4 GB disk space

❑

„

7200 rpm hard disk drive IDE/SCSI Bus

❑

„

VGA color monitor

❑

„

keyboard

❑

„

Microsoft-compatible mouse

❑

„

Network interface card (100 Mb/s Ethernet)

❑

„

Network connection to the Nortel server subnet

❑

„

TCP/IP

❑

Optional requirements: „

4-speed or higher CD-ROM drive

❑

„

sound card (required if you want the agent to hear an audible alert on their speaker or headset when a multimedia contact arrives)

❑

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Description

Done

Client software

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❑

„

Clients have one of the following operating systems: Windows 2000 Professional with service pack 4, Windows XP Professional with service pack 2, or Windows Vista

„

Microsoft .NET Framework 1.1 with service pack 1 (See Step 13. “Install .NET Framework on clients” on page 363)

❑

„

CCMM_Security_Policy.msi (See Step 14. “Configure access to client applications” on page 365”)

❑

„

Internet Explorer 5.5 or later

❑

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Step 13. Install .NET Framework on clients The .NET Framework version 1.1 and .NET service pack 1 must be installed on the clients before you can run an application such as the Contact Center Agent Desktop application or the Outbound Campaign Management Tool. You cannot install two different language versions of the .NET Framework on the same client. If you want to view .NET Framework applications in a different language, you must download the appropriate language version of the .NET Framework language pack.

Prerequisites for installing the .NET Framework Each client must meet the following requirements before you install the .NET Framework version 1.1 software, and .NET service pack 1: „

Windows 2000 (service pack 4) or Windows XP (service pack 2)

„

Microsoft Internet Explorer 5.5 or later

Checking for the .NET Framework on a client If your clients are running the latest version of Windows XP or Windows 2000, check to see if the correct version of the .NET Framework version is already installed. 1

On the clients, click Start > Settings > Control Panel.

2

Double-click Add or Remove Programs.

3

Select Microsoft .NET Framework 1.1.

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Click the support link.

5

Verify that the version is 1.1.4322. If this version is not correct, you must install the latest version of the Microsoft .NET Framework.

6

Click Close.

7

Close the Add and Remove Programs window.

Installing the .NET Framework on a client

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1

Log on to the client as the local administrator.

2

On the client, open the DVD folder CCMM/ Microsoft .NET Framework 1.1 Redistributables.

3

Double-click dotnetfx.exe to install the .NET Framework version 1.1.

4

When prompted to install the Microsoft .NET package, click Yes.

5

When the installation is complete, click OK.

6

On the client, open the DVD folder, CCMM/ Microsoft .NET Framework 1.1 Redistributables/service pack 1.

7

Double-click NDP1.1sp1-KB867460-X86.exe to install the .NET service pack 1.

8

When the installation is complete, click OK.

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Step 14. Configure access to client applications The Contact Center Agent Desktop and Outbound Campaign Management Tool applications are based on Microsoft .NET technology. The .NET deployment model is based on clients pulling the latest version of an application from a Web server. This .NET deployment provides the benefit of deploying a thick client using thin-client technology and the ability to automatically update the applications based on updates and patches on the server. Accessing the Web server introduces the potential for a client to download malicious code. The following information provides the procedures to set the security and to deploy the Contact Center Agent Desktop and Outbound Campaign Management Tool with minimal risk. The Nortel Multimedia security policy file, CCMM_Security_Policy.msi (Microsoft Installer), contains a policy level for the client to download and run assemblies with a particular strong name. A strong name consists of the assembly identity (name, version number, private key) and a public key. The Outbound Campaign Management Tool and the Contact Center Agent Desktop assemblies are digitally signed with a strong name based on the private key. After it is installed, the CCMM_Security_Policy.msi file instructs the clients to trust the assemblies with the strong name assigned to the Outbound Campaign Management Tool and the Contact Center Agent Desktop. You can install the CCMM_Security_Policy.msi file while you are logged on to the server as the local administrator.

Installing the CCMM_Security_Policy.msi file You must install the current Nortel CCMM_Security_Policy.msi file that is included in the latest service update. For more information about the latest service update, visit www.nortel.com. There are three methods to install the security policy: „

a manual install, recommended for to test the client applications on one or two clients

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„

SMS, recommended by Nortel, to install the msi file on multiple clients

„

Windows group policy to install the .msi file on multiple clients

If a client is outside the Multimedia server domain, then make the CCMM_Security_Policy.msi file available to the client from a secure network drive. Manual installation 1

Log on to the client as the local administrator.

2

Ensure Microsoft .NET Framework 1.1 Configuration Tool is not open.

3

Double-click CCMM_Security_Policy.msi to install the file. Result: The security policy file is applied.

SMS Because installation procedures through an SMS system can vary from one company to the next, follow your company guidelines to install the CCMM_Security_Policy.msi file for the SMS clients on your network. For more information, see the SMS documentation on the Microsoft Web site at http://www.microsoft.com. Experienced system administrators can deploy the CCMM_Security_Policy.msi file. Group policy In addition to using an SMS server, a system administrator can install the CCMM_Security_Policy.msi file on clients within the same domain using a Windows group policy. For details, see document 324750 on the Microsoft knowledge base.

Confirming that the security policy is applied To confirm that the security policy is applied on any client, perform the following check:

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1

On the Windows Start menu, click Settings > Control Panel > Administrative Tools > Microsoft .Net Framework 1.1 Configuration.

2

Expand Runtime Security Policy > Machine > Code Groups > All_Code.

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Verify that you see Code Groups named CCMM, SHDocVw, and xceed.

What is next? Begin configuring the other components required for routing Multimedia contacts. For more information, see Step 15. “Configure phonesets on the switch for each agent” on page 370.

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Section E: External component configuration

In this section Step 15. Configure phonesets on the switch for each agent

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Step 16. Create a Windows user for each agent

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Step 17. Configure the e-mail server

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Step 15. Configure phonesets on the switch for each agent You must ensure that the phonesets are configured on the switch. If all of the phonesets are configured on the switch from your installation of Symposium Web Center Portal 4.0, you can proceed to Step 16. “Create a Windows user for each agent” on page 372. For more information about configuring phonesets on the switch, see the Contact Center, Communication Server 1000/Meridian 1 and Voice Processing Guide. You need to configure phonesets for agents that handle voice or outbound contacts. Agents who handle only e-mail contacts do not require a phoneset. Checklist for agent phonesets To configure agent phoneset terminal numbers (TN) on the switch for use with the Communication Control Toolkit, you must complete the tasks in this checklist CS 1000/Meridian 1 for the agent

Done

Create a terminal number (TN) entry for each contact center agent as per instructions in the Contact Center Manager Server Installation and Maintenance Guide.

❑

Ensure that key 0 has Automatic call distribution call (ACD) functionality. TNs can be configured with a Contact Center Manager Server-specific ACD queue or a normal ACD queue used for both voice and media.

❑

If you are enabling outbound or scheduled callback dialing, ensure that a personal Dialed Number (DN) key is created on the contact center agent phoneset.

❑

Enable Associated Set Assignment (AST) for the ACD key and for one of the other personal DN keys.

❑

AST can only be configured on a maximum of two keys.

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CS 1000/Meridian 1 for the agent

Ensure that the Meridian Link Unsolicited Status Message (USM) group (IAPG option) is enabled.

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❑

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Step 16. Create a Windows user for each agent A Windows user account defines the actions a user can perform. Each user needs to be created on the domain used by the contact center for agent resources. If all of the users are configured from your installation of Symposium Web Center Portal 4.0, you can proceed to Step 17. “Configure the e-mail server” on page 373. You must be logged on as the domain administrator or a member of the administrators group to create user accounts.

Configuring the user accounts 1

Log on to the relevant domain controller with administrative privileges.

2

Open Active Directory Users and Computers. Click Start > All Programs > Administrative Tools > Active Directory Users and Computers.

3

Select the Domain used for Contact Center Agent Resources.

4

On the Action menu, click New > User.

5

Complete the relevant user details such as first name, last name, and user logon name and then click Next.

6

Enter and confirm the user password, and then click Next. Tip: A Microsoft Exchange e-mail mailbox for users is not required by Contact Center Multimedia, however, you can create a mailbox for the agent depending on your user requirements.

7

Review the user details.

8

Click Finish to create the Windows user.

Security To improve the security of a password, use at least two of these elements: uppercase letters, lowercase letters, and numbers. The more random the sequence of characters, the more secure the password. If you want to set up other password requirements such as minimum length, expiration time, or uniqueness, open Group Policy and go to Password Policy. 372

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Step 17. Configure the e-mail server This step must only be completed if you are licensed for e-mail contacts in your Multimedia contact center. Configure and create the required mailboxes to use with Contact Center Multimedia. Use the documentation supplied with your e-mail server software to configure the mailboxes to be used for receiving contacts. If you are using the same e-mail server and the same e-mail mailboxes as you were using for Symposium Web Center Portal 4.0, no further configuration is required on the e-mail server. Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e-mail retrieval. Basic authentication passes the mailbox user and password in clear text to the e-mail server. You can increase your security by adding Secure Socket Layer (SSL) encryption. For more information about SSL encryption, see “Enable SSL on the E-mail Manager” on page 1281.

What is next? Perform the steps required to migrate your Symposium Web Center Portal data to Contact Center Multimedia. For instructions, see Step 18. “Stop the Multimedia services” on page 376.

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Section F: Database upgrade

In this section Step 18. Stop the Multimedia services

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Step 19. Back up the Contact Center database

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Step 20. Install and configure the Sybase ODBC driver

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Step 21. Migrate the SWCP 4.0 database to the CCMM server

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Step 22. Copy the inbound and outbound attachment folders

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Step 23. Restart the Multimedia services

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Step 18. Stop the Multimedia services Before you run the conversion from the Symposium Web Center Portal 4.0, you must stop the services

Stopping the services 1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

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2

Under CCMM OAM Service, click Stop.

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Under CCMM Outbound Scheduler Service, click Stop.

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Under CCMM Manager Client Service, click Stop.

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Under CCMM Email Manager Service, click Stop.

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Step 19. Back up the Contact Center database You must back up of the Contact Center Multimedia database to preserve the Contact Center Multimedia 6.0 database if the migration of the Symposium Web Center Portal database migration fails.

Creating an immediate backup of the current Multimedia database Start the backup utility to configure an immediate backup. Define a location for the backup file on a tape or a mapped network drive. For more information about backing up files, see Chapter 16, “Maintaining the database.” It takes about 5 minutes to back up 1 GB of data from the Multimedia database. To back up the database 1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

Type your user ID and password. User ID: SysAdmin Password: _ _ccmm!

3

Expand Contact Center Multimedia/Outbound.

4

Expand Database Administration.

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Double-click Backup/Restore Utility. Result: The CCMM Backup and Restore Utility window appears.

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Click Backup. Result: The Backup CCMM Database window appears.

7

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Beside Backup to, select your backup location, Network or Tape.

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In the Database box, review the file name for your backup file. To change the file name, click Browse, and then select the file name. IF

THEN

you are backing up to a network location

in the Database box, browse to X:\folder name on the network share\. For example, if the network drive is X, and the mapped folder is backup, and a subfolder is CCMM_backup, then you browse to X:\CCMM_backup\. You must map the back up folder. See “Creating the backup destination” on page 1210.

you are backing up to a tape drive

9

In the Database box, select the path to the tape drive. A valid path to the tape drive is \\.\tapen, where n is the number of the tape drive. (The first tape installed on a system is, by default, tape0.)

If you want to back up the e-mail attachment folders, in the Attachments box, browse to X:\folder name on the network share. If you are backing up the database to a mapped network folder, you must back up the attachments to the same location. Tip: You can only back up your e-mail attachments to a mapped network drive. Be sure that your network drive contains enough space. If you do not want to back up your e-mail attachment folders, select the check box Do not Backup E-mail Attachments, and then skip to step 11.

10

In the E-mail Attachments Source Location box, ensure that the location matches the e-mail attachment folders on your Multimedia server. Click Browse to change the path to the e-mail attachment folders.

11

Click Backup Now. Result: A reminder box appears to remind you of what you are currently backing up.

12

Click OK to begin the backup. Result: When the backup is complete, a dialog box appears displaying the contents of the backup.txt log file.

13

Review the entire backup.txt log file. If the backup of the Multimedia database is successful, you see Backup complete. If the backup of e-mail attachments is successful, you see a number of files copied.

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If the Backup failed message appears in the backup.txt file, the Multimedia database is not backed up. If this occurs, ensure the backup locations are correct, and the network share or tape is available, has sufficient permissions, and is not full. If the 0 files copied message appears in the backup.txt file, the e-mail attachments are not backed up. If this occurs, ensure the folders to be backed up are correct, the backup locations are correct, and the network share or tape is available, has sufficient permissions, and is not full.

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14

Click Close.

15

When you make a correction, back up the database and attachment folders again.

16

Close the Multimedia Administrator application.

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Step 20. Install and configure the Sybase ODBC driver The Sybase ODBC driver must be installed on the Contact Center Multimedia/ Outbound server so that the Migration utility can access the Symposium Web Center Portal 4.0 Sybase Database and migrate it to the Caché database. An ODBC DSN must also be created to access the Symposium Web Center Portal 4.0 database using the Sybase ODBC driver. Before you install the Sybase ODBC driver, you must disable the JAVA Just-InTime Compiler.

Disabling the JAVA Just-In-Time compiler If you are installing Sybase on a Pentium IV or XEON computer, you must disable the Just-In-Time (JIT) Compiler. 1

On the Windows desktop or the Windows Start menu, right-click My Computer, and then click Properties. Result: The System Properties window appears.

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Click the Advanced tab.

3

Click Environment Variables.

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Result: The Environment Variables window appears.

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Under System variables, click New. Result: The New System Variable window appears.

o 5

In the Variable Name box, type JAVA_COMPILER.

6

In the Variable Value box, type NONE.

7

Click OK.

8

Log off of Windows, and then log back on.

Installing the Sybase ODBC driver 1

Insert the DVD into the DVD drive.

2

In My Computer, right-click the DVD and click Explore.

3

Open the folder Sybase_PC_Client.

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Double-click setup.exe. Result: A splash screen appears as the driver is prepared for installation, then the Installation Type window appears.

5

Click Customized Install, and then click Next. Result: The Choose Directory window appears.

6

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Type the installation directory for the ODBC Driver. The directory is X:\sybase, where X is the drive on which you installed your Contact Center Multimedia software.

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Click Next. Result: The Component Selection window appears.

8

Click Clear Selections to remove all components.

9

Click the scroll bar and scroll down to select Sybase ASE ODBC Driver.

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Click Next. Result: The Summary window appears

11

Click Next.

12

If a Create Directory dialog box appears, click Yes. Result: You are asked to reboot your computer.

13

Click Yes to reboot your computer.

14

Log onto the server as administrator. Result: After the reboot, the Sybase ODBC driver installation restarts, and then configures your system. The installation is complete.

15

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Click OK.

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Creating a ODBC DSN 1

On the Start menu, click All Programs > Administrative Tools > Data Sources ODBC.

2

Click the System DSN tab. Result: The ODBC Data Source Administrator window appears.

3

Click Add. Result: The Create New Data Source window appears.

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Select Sybase ASE ODBC Driver from the list, and then click Finish. Result: The ODBC Sybase ASE Driver Setup window appears.

5

In the Data Source Name box, type NNCCMultimediaMigration. Result: The Description for NNCCMultimediaMigration appears in the Description box.

6

In the Network Library Name list, select Winsock.

7

Leave the Network Address box blank. The CCMM Migration Utility populates this box with the correct information for your server.

8

In the Database Name box, type SWCP_DB.

9

Click Apply to save the changes.

10

Click OK to close the dialog box. Tip: To test the ODBC connection to Symposium Web Center Portal 4.0, use the user ID SWCP_ADMIN and password $nortel$admin.

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11

The ODBC driver is created.

12

Click OK.

Restoring Environment variables After installing the Sybase ODBC driver, the Contact Center Multimedia Manager Client service and Contact Center Multimedia Outbound Scheduler service do not start because the path variable is modified by installing the Sybase ODBC driver. 1

On the Windows Start menu, right-click My Computer, and then click Properties. Result: The System Properties window appears.

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Click the Advanced tab.

3

Click Environment Variables.

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Result: The Environment Variables window appears.

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4

Under System variables, select the Path variable.

5

Click Edit.

6

Check if the following values are present as part of the variable: %JAVA_HOME%\bin\server;%JAVA_HOME%\bin\client; %JAVA_HOME%\lib If the values are not present, add them to the end. Tip: When appending to the Path variable, you must use a semicolon (;) between each value.

7

Click OK to return to the variable list.

8

Delete the JAVA_COMPILER variable you created to disable the JIT compiler: a. Select the JAVA_COMPILER variable. b. Click Delete.

9

Click OK to close the Environment Variable window.

10

Click OK to close the System Properties window.

11

Log off of Windows, and then log back on.

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Step 21. Migrate the SWCP 4.0 database to the CCMM server After the Multimedia/Outbound server software is installed, you must migrate the data from the Symposium Web Center Portal 4.0 Database to the Contact Center Multimedia 6.0 database. Ensure that you have upgraded the SWCP 4.0 software to SU07. The migration utility cannot upgrade the database unless you are working with this release.

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Migrating the database 1

Log on to the Contact Center Multimedia/Outbound server with local administrative privileges.

2

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Database Migration. Result: The Contact Center Multimedia Migration Tool window appears.

3

Type the name for the Symposium Web Center Portal (SWCP) server. Note: The SWCP server and the Multimedia server must be on the same server subnet.

4

Click Start Migration. Result: A progress bar in the Migration Utility window indicates the progress of the Database Migration. Information about the number of records migrated and the estimated completion time is also provided. The estimated completion time is an estimate that is refined as the migration of data proceeds.

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When the migration is complete, click Exit.

Stopping the migration Once the database migration is started, you can stop it. When you stop the migration, the migration process stops after the current customer record is migrated. If the migration is stopped, when it is started again, the migration continues from the customer record where it was stopped. To stop the database migration In the Migration Utility window, click Stop Migration.

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Step 22. Copy the inbound and outbound attachment folders Complete this step only if you are installing Contact Center Multimedia/ Outbound on a new server and you are using data from Symposium Web Center Portal Release 4.0. You must manually copy the inbound and outbound e-mail attachment folders to the new server.

Copying the inbound attachment files From the shared folder on your Symposium Web Center Portal server where you stored inbound attachments, copy the contents of the folder to the location you configured in “Setting up the inbound attachment shared location” on page 336. The attachment folder is inboundattachment.

Copying the outbound attachment files From the shared folder on your Symposium Web Center Portal server where you stored outbound attachments, copy the contents of the folder to the location you configured in “Copying the outbound attachment files” on page 395. The attachment folder is outboundattachment.

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Step 23. Restart the Multimedia services Restart the Multimedia services on the Multimedia server.

Restarting the services 1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

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2

Under CCMM OAM Service, click Start.

3

Under CCMM Outbound Scheduler Service, click Start.

4

Under CCMM Manager Client Service, click Start.

5

Under CCMM Email Manager Service, click Start.

6

Close the CMM Service Control window.

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What is next? Configure the required elements in the Contact Center Manager Server. For more information, see Step 24. “Enable Open Queue” on page 400.

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Section G: Contact Center Manager Server configuration

In this Section Step 24. Enable Open Queue

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Step 25. Ensure the CCT server is configured

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Step 24. Enable Open Queue Open Queue is a licensed feature on Contact Center Manager Server. Open Queue must be enabled for Contact Center Multimedia/Outbound to route, create, read, and delete contacts in Contact Center Manager Server. Note: If a large number of contacts are queued and Contact Center Manager Server is restarted, Contact Center Manager server queues 5000 contacts per hour. A period of time can elapse before your contacts are displayed in RealTime displays or assigned to agents. The license manager must contain the correct license information to provide Open Queue feature. For a description of the licensing, see Appendix B, “Feature licensing.”

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To enable Open Queue 1

On the Start menu of the Contact Center Manager Server, choose All Programs > Nortel Contact Center > Server Setup Configuration. Result: The Nortel Contact Center Management Server Setup Configuration Utility window appears.

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Click the License Manager tab. Result: The following window appears.

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3

From the CCMS Optional Package list, select Open Queue.

4

Continue with “Ensure the CCT server is configured” on page 403.

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Step 25. Ensure the CCT server is configured You must ensure that the Communication Control Toolkit server is configured in the Contact Center Manager. 1

In the Server Setup Configuration Utility window, click the CCT Server tab.

2

If you are using a remote Communication Control Toolkit server, select the Use a remote CCT server check box.

3

Ensure the CCT server host name is correct.

4

Keep the default CCT port numbers. For more information about Communication Control Toolkits ports, see the Communication Control Toolkit Technical Requirements and Operating System Configuration Guide and the Communication Control Toolkit Installation and Maintenance Guide.

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Click OK. Result: The Manager Server window appears.

6

Click Yes. Result: The server is configured.

7

Click OK. Result: The following window appears.

8

Click Yes to restart the server.

9

After you restart the sever, Contact Center Manager Server is Open Queue-enabled and configured for use with the Communication Control Toolkit server.

What is next? Configure additional agent phonesets supervisors, agents, and route points if required for your Contact Center. You can also update the multimedia skillsets. Continue with Step 26. “Refresh the Contact Center Manager Server,” on page 406 to configure additional resources on Contact Center Manager Administration. If you do not wish to configure additional phonesets, supervisors, agents, or route points, continue to Step 50. “Start the client applications,” on page 516 to start the client applications.

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Section H: CCMA server configuration

In this section Step 26. Refresh the Contact Center Manager Server

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Step 27. Create the agent phonesets

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Step 28. Create required multimedia skillsets

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Step 29. Remove redundant skillsets and agent assignments

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Step 30. Create supervisors and agents

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Step 31. Create route points

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Step 32. Configure the sample multimedia scripts

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Step 33. Add the Multimedia Server to CCMA for reporting

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Step 26. Refresh the Contact Center Manager Server When you enable Open Queue, you must refresh the Contact Center Manager Server before you can see the Multimedia Contact types.

Logging on to the Contact Center Manager Administration 1

Start Internet Explorer.

2

In the Address box, type http:// followed by the server name. For example, http://.

3

Press Enter. Result: If you have already configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of SOAP 3.0 on the PC for version SU03 or earlier, then the Contact Center Manager Administration logon window appears.

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4

Enter your webadmin user ID and password in the boxes.

5

Click Login. Result: The Contact Center Manager Administration main window appears

Refreshing a server ATTENTION

Only the default administrator, webadmin, can add, edit, delete, and refresh servers in Contact Center Manager Server.

1

Log on to Contact Center Manager Administration. For instructions, see “Logging on to the Contact Center Manager Administration” on page 406.

2

Click Configuration. Result: The Configuration window appears.

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On the system tree, click the server that you want to refresh.

4

On the menu bar, click Server > Refresh Server. Result: The system asks if you are sure you want to refresh the selected server.

5

Click Yes. Result: The system warns that all browsers using Contact Center Manager Administration need to be refreshed. If there has been a feature change to the Contact Center Manager Server, the change is not reflected in each browser until it is refreshed.

6

Click Yes. Result: The system refreshes the server in the system tree.

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Step 27. Create the agent phonesets You must add and acquire each phoneset that an agent or supervisor uses to log on to the system. When Contact Center Manager Server acquires a phoneset, the Communication Server 1000/Meridian 1 PBX switch begins sending messages about these phonesets to the system. Note: After you save a phoneset, you cannot modify it. You must delete your saved phoneset, then add a new phoneset to change the phoneset configuration.

Adding a phoneset Note: Before you perform this procedure, you must configure the phoneset on the switch. For more information, see Step 15. “Configure phonesets on the switch for each agent” on page 370. Repeat these procedures for each phoneset you want to add. 1

Log on to Contact Center Manager Administration. For information, see “Logging on to the Contact Center Manager Administration” on page 406.

2

Click Configuration. Result: The Configuration window appears.

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3

On the system tree, double-click the server in Contact Center Manager Server to which you want to add the phoneset. The server expands to reveal its resources.

4

Click Phonesets and Voice Ports. Result: The Phonesets/Voice Ports window appears.

5

In the Name box, type the name of the phoneset as you want it to appear in reports.

6

In the Type box, select the type of terminal.

7

In the Address box, type the address of the phoneset on the telephony server.

8

In the Channel box, type the channel number.

9

Click in any other row of the table. The system adds the phoneset, and Not Acquired appears in the Status column.

Acquiring a phoneset You must acquire each phoneset so that the switch sends a message to the system when the agent logs on to the phoneset.

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In the Phonesets/Voice Ports window, in the table, select the Acquired check box in the row containing the phone set that you want to acquire. Note: Clear the Acquired check mark to deacquire the phoneset.

2

Click in any other row in the table to save your action. The system acquires or deacquires the phoneset, and the status appears in the Status column. Note: Click Refresh Status to view the current status of the acquisition or de-acquisition.

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Step 28. Create required multimedia skillsets Use the following procedure to create a multimedia skillset. Repeat this procedure for every skillset you want to create. You must create skillsets for the contacts you are eligible to receive or send. You must have at least one skillset for each type of contact. For this purpose, a default skillset is created in Contact Center Manager Administration. For e-mail contacts, you must configure a mailbox for each skillset from which you want to send a reply, if you want to reserve the original To address as the Reply From address. You can use the same mailbox for multiple skillsets. When the skillsets are created, you must assign agents to the skillsets.

Adding a local multimedia skillset 1

Log on to the Contact Center Manager Administration.

2

Click Configuration. Result: The Configuration window appears.

3

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In the system tree, double-click the server in Contact Center Manager Server to which you want to add the skillset. The server expands to show the resources.

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Click the Skillsets folder. Result: The Skillsets window appears in the right pane.

5

In the next available row, in the Skillset Name box, type the name for the skillset. Note: If you are creating an e-mail skillset, the prefix EM_ must appear before the skillset name. If you are creating an outbound skillset, the prefix OB_ must appear before the name. If you are creating a Web Communication skillset, WC_ must proceed the name. If you use any other prefix, the skillset is assigned to voice contacts.

6

From the Default Activity Code list, select the activity code that is registered whenever this skillset is used. This number must be defined in the system already.

7

From the Threshold Class list, select the threshold class associated with this skillset.

8

From the Call Age Preference list, select how you want to configure the order of calls in the queue. If you want to give priority to the oldest call in the system, select Oldest. Note: All skillsets used by Contact Center Multimedia must have the Call Age Preference set to Oldest to ensure that the contact that is in the system for the longest time is presented to an agent first.

9

Optionally, in the Map to ACD-DN box, type the ACD-DN number to which the skillset can be mapped. If you map the skillset to an ACD-DN, calls to that ACD-DN are pegged against the skillset in reports.

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10

From the Out of Service Mode list, select a value to take the skillset offline and specify the service mode for the manual night service switch.

11

Optionally, in the Comment box, type any comments you have about the skillset.

12

Press tab to save your changes.

For more information about creating networking skillsets, see the Contact Center Manager Administration online Help.

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Step 29. Remove redundant skillsets and agent assignments After migrating your data from Symposium Web Center Portal 4.0 to Contact Center Multimedia 6.0, you can remove redundant skillsets and agent-to-skillset assignments from your system. You can: „

unassign agents from the MM_Skillset

„

delete the MM_Skillset used by Symposium Web Center Portal 4.0.

Unassigning agents from a skillset 1

Log into Contact Center Manager Administration.

2

On the launchpad, click Contact Center Management. Result: The Contact Center Management window appears in the Supervisor view.

3

Click View/Edit > Skillsets.

4

In the system tree, click the + beside the server on which you wish to unassign agents from a skillset. Result: A list of skillsets appears.

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From the Skillsets list, click the skillset from which you want to unassign agents. Result: The Skillsets window appears in the right pane listing all agents currently assigned to the selected skillset.

6

From the Set all Skillsets to priority list, select Unassigned.

7

Click Apply. Note: To unassign an individual agent from the skillset, from the Priority list for that agent, select Unassigned.

8

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Click Submit.

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Deleting a skillset 1

Log into Contact Center Manager Administration.

2

On the launchpad, click Configuration. Result: The Configuration window appears.

3

In the system tree, click the + beside the server on which you wish to delete the skillset.

4

Click the Skillsets folder. Result: The Skillset window appears in the right pane.

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In the Skillsets window, click in the column to the left of the skillset that you want to delete. Tip: To quickly locate a skillset, click a column header to sort the list according that column. For example, to sort by name, click the Skillset Name column.

6

Press Delete on your keyboard. Result: A confirmation dialogue appears.

7

Click Yes to confirm. Result: The skillset is deleted.

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Step 30. Create supervisors and agents Supervisors review information about agents who report to them in the contact center. You must configure agents who handle Multimedia contacts the correct skillsets defined in Contact Center Manager Administration. Your Symposium Web Center Portal 4.0 agents and supervisors were voice-only agents. You must now assign relevant multimedia contact types and skillsets to the supervisors and agents.

Adding a supervisor 1

Log on to Contact Center Manager Administration, if you have not already. For information, see “Logging on to the Contact Center Manager Administration” on page 406.

2

Click Contact Center Management.

3

On the system tree, click the Contact Center Manager Server under which you want to add the supervisor. Note: Before you can add a new supervisor, you must select a server from the server tree.

4

On the Contact Center Management menu bar, click Add > Supervisor. Result: The New Supervisor Details window appears.

5

Enter the following mandatory information about the supervisor: „

first name

„

last name

„

phoneset login ID

„

telephony/port address

6

Enter any optional information about the supervisor (for example, title or department).

7

If the supervisor must log on to the Contact Center Manager Administration server and use Contact Center Manager, enter a Contact Center Manager Administration user ID and password for the supervisor.

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Click Submit to save the new supervisor profile.

Adding an agent 1

Log on to the Contact Center Manager Administration, if you have not already. For information, see “Logging on to the Contact Center Manager Administration” on page 406.

2

Click Contact Center Management.

3

On the system tree, click the Contact Center Manager Server under which you want to add the agent.

4

On the Contact Center Management menu bar, click Add > Agent. Result: The New Agent Details window appears.

5

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Enter the following mandatory information about the agent: „

first name

„

last name

„

login ID

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primary supervisor

„

call presentation

„

threshold

6

Enter any optional information about the agent (for example, title, department, or comments).

7

Click Contact Types to display the list.

8

Assign Contact Types to the agent by selecting the relevant check boxes.

9

Click Skillsets to display the list.

10

Within the Skillsets area, click List All to list all skillsets configured on the server. Note: If you do not see a skillset to which you need access, because it is not included in your partition. Contact your administrator and request that the skillset be added to the partition assigned to you.

11

In the table listing all skillsets, select the priority numbers beside the skillsets to which you want to assign the agent, or select Standby to put the agent in standby mode for this skillset. Skillset priority can range from 1 to 48, with 1 being the highest priority for this skillset.

12

If you have administrator privileges, you can now add this new agent to the partitions that are assigned to the agent’s supervisor (instead of doing so in Access and Partition Management). Click the Partitions drop-down heading. The list of partitions configured on the server appears.

13

Click the check boxes beside the partitions to which you want to add the new agent.

14

Click Submit to save your changes.

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Step 31. Create route points Route points are used to assign a destination for the Multimedia contacts that are assigned to skillsets. If you add an Open Queue CDN (route point) you do not need to configure the CDN (route point) to the switch.

Adding a CDN (Route Point) on an Open Queue enabled server 1

Log on to the Contact Center Manager Administration. For information, see “Logging on to the Contact Center Manager Administration” on page 406.

2

On the system tree, double-click the server in Contact Center Manager Server to which you want to add the Open Queue CDN (route point). The server expands to reveal its resources.

3

Click the CDNs (route points) heading. Result: The CDNs (route points) window appears.

4

Select the OpenQueue tab.

5

In the Name box, type the name of the Open Queue CDN (route point) as you want it to appear in reports.

6

In the CDNUri box, type a value for the Universal Resource Indicator (URI) of the Open Queue CDN (route point).

7

From the Call Type list, select Open Queue Local if you want to use the Open Queue CDN (route point) for local calls or select Open Queue Network if you want to use the Open Queue CDN (route point) for network calls. Note: You must enable the networking option if you want to use the Open Queue CDN (route point) for network calls.

8

Click in any other row of the table. The system adds the Open Queue CDN (route point), and Not Acquired appears in the Status column.

Acquiring an Open Queue CDN (Route Point) After you add a CDN (route point) to Contact Center Manager Server, you must acquire it to enable the system to track calls terminated on it. 422

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In the Open Queue table of the CDNs (Route Points) window, select the Acquired check box in the row containing the Open Queue CDN (route point) that you want to acquire. Note: Clear the Acquired check box to deacquire the Open Queue CDN (route point).

2

Click in any other row in the table to submit/save your action. Result: The system acquires or deacquires the Open Queue CDN (route point), and the status appears in the Status column. Note: Click Refresh Status to view the current status of the acquisition or deacquisition.

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Step 32. Configure the sample multimedia scripts Scripts for Contact Center Multimedia correctly route multimedia contacts. Sample scripts are provided in the scripting application. Nortel recommends that you integrate these sample scripts with your existing Contact Center Manager Server scripts so that multimedia contacts are routed correctly; however, you may need to customize the sample scripts. For more information about Multimedia scripts, see the Contact Center Scripting Guide. The sample scripts demonstrate the following functionality: „

queuing a contact to a multimedia skillset using the contact intrinsics %SKILLSET%SKILLSET and %PRIORITY%PRIORITY

„

queuing a contact to a multimedia agent using the contact intrinsics %AGENT%AGENT and %PRIORITY%PRIORITY

„

handling scheduled contacts that have a callback date and timeset using the contact intrinsics %DATE%DATE, %TIME%TIME and NEXTYEAR

„

queuing contacts that were pulled by an agent using the Agent Desktop using the contact intrinsic QUEUETYPE

The following sample scripts are included:

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c_Master_Handles_Multimedia—This script passes execution for multimedia contacts to the relevant primary script for the contact's type. Any necessary voice handling sections need to be added in the master script.

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EM_Email_Primary—This primary script is executed for e-mail contacts. The script passes execution to the c_Scheduled_Contact_Handler script. Email contacts are pegged against this application in both historical reports and real-time displays.

„

OB_Outbound_Primary—This primary script is executed for outbound contacts. The script passes execution to the c_Scheduled_Contact_Handler script. Outbound contacts are pegged against this application in both historical reports and real-time displays. Contact Center Multimedia/Outbound

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„

WC_Web_Primary—This primary script is executed for Web communications contacts. The script passes execution to the c_Scheduled_Contact_Handler script. Web communications contacts are pegged against this application in both historical reports and real-time displays.

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c_Scheduled_Contact_Handler—This script waits the required number of seconds until the Callback Time and then passes execution to the c_Queue_Multimedia_Contact script.

„

c_Queue_Multimedia_Contact—This script checks if the contact is queued directly to an agent. If so, the script attempts to queue the contact to the agent. If the preferred agent is not logged in, the script queues the multimedia contact to its assigned skillset.

The variables required for the Multimedia script implementation are provided in the following table. Variable Name

Type

c_contact_type_email_gv

contact type global

item

Email

c_contact_type_outbound_gv

contact type global

item

Outbound

c_contact_type_voice_gv

contact type global

item

Voice

c_contact_type_web_gv

contact type global

item

Web_Communications

c_contact_type_video_gv

contact type global

item

Video

contact_cbdate_cv

Date

call

item

01/01

contact_cbtime_cv

Time

call

item

00:00

callback_nextyear_cv

String

call

n/a

NO

contact_agent_cv

AGENT_ID call

item

Any Agent

contact_priority_cv

PRIORITY

call

item

6

contact_skillset_cv

SKILLSET

call

item

Any Skillset

contact_queuetype_cv

String

call

n/a

NOQUEUE

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Class Default Value

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Importing sample scripts When you install Contact Center Manager Administration, the system automatically installs the sample scripts in the following folder on the Contact Center Manager Administration server: C:\Program Files\Nortel Networks\WClient\Server\SampleScripts where C: is the drive on which you installed Contact Center Manager Administration. You can use the sample Multimedia scripts in Contact Center Manager by importing them into either an existing script or a new script in the Scripting component. The Import command adds the text of the imported sample script at the end of any text in the current script. You can import a sample script into Contact Center Manager Administration in two ways: „

To import a sample script into an existing script, in the Script Manager, double-click the script into which you want to import the sample script. The script opens in the Script Editor.

„

To import a sample script into a new, blank script, right-click on the Script Manager folder and select New from the resulting menu. The Script Editor opens with a blank starting page.

To import a sample script 1

From the Contact Center Manager Administration Launchpad, click Scripting.

2

Right-click the Script Manager folder.

3

Click New. Result: The Script Editor window appears.

4

In the Script Editor, click File > Import. Result: The Import window appears.

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5

Select the From Server option button, and then navigate to the location on the server where the sample scripts are stored.

6

Select the sample script that you want to import.

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Click Open. Result: The system adds the text of the sample script to the end of the current script, or to the place at which you put your cursor before importing the script.

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Step 33. Add the Multimedia Server to CCMA for reporting After the Contact Center Multimedia/Outbound server is installed, you must configure Contact Center Manager Administration with the name and IP address of the new server. You must log on to Contact Center Manager Administration as the Web administrator. ATTENTION

Risk of interrupting another user

Only one person at a time can log on as the Web administrator in Contact Center Manager Administration.

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1

Log on to the Contact Center Manager Administration. For information, see “Logging on to the Contact Center Manager Administration” on page 406.

2

Click Configuration.

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3

On the Server menu, in the top left corner, click Add Server.

4

In the Server Name box, type the name of the Contact Center Multimedia/ Outbound server. When you enter the Contact Center Multimedia server name, the system automatically inserts the IP address and display name.

5

In the Login ID box, type the ID for the reporting user for the server. The Login ID for the Multimedia server is always mmReport.

6

In the Password box, type the password for the reporting user for the server. The default user password is mmRep. Note: You can change the Reporting user password in the Multimedia Administrator.

7

From the Type list, select CCMM.

8

Click Submit.

Associating the reporting server to a Contact Center Manager Server You must associate the Contact Center Multimedia/Outbound server that is required for reporting with the configured Manager server.

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1

Log on to Contact Center Manager Administration.

2

Click Configuration.

3

Below the Server menu, in the top left corner, select the Contact Center Manager Server that you want to associate a server with, right-click, and then click Edit Properties.

4

Under Associated Reporting Server, click the Select box next to the Multimedia server you added. Note: Only associate one of each type of server with a Contact Center Manager Server. If you associate more than one of the same type of server with a Contact Center Manager Server, then the first one assigned is used.

5

Click Submit.

6

On the Launchpad menu, click Log out.

What is next? Configure the Communication Control Toolkit resources. For more information, see Step 34. “Import the agent phonesets to the TAPI database” on page 432. 430

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CCT server configuration

In this section Step 34. Import the agent phonesets to the TAPI database

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Step 35. Configure the Contact Management Framework option

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Step 36. Import the contact center users into CCT

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Step 37. Import the terminals and addresses into CCT

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Step 38. Import the Windows users into CCT

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Step 39. Import the agent workstations into CCT

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Step 40. Map terminals to workstations (optional)

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Step 41. Map users to addresses, terminals, and contact center users

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Step 34. Import the agent phonesets to the TAPI database Download information from the CS1000/Meridian 1 switch to the TAPI database.

Downloading information from the CS 1000/Meridian 1 switch Before you download information from the CS 1000/Meridian 1 switch, you must create a switch configuration information text file on the TAPI server. To create a switch configuration information text file Note: To complete these steps, ensure that a cable is connected from the server to the switch. 1

Open a text editor (such as Notepad).

2

Create a new text file called download.txt.

3

Save the download.txt file in the c:\Program Files\Nortel\CCT\TAPI\ directory on the Communication Control Toolkit server.

4

On the Start menu, choose All Programs > Accessories > Communications > HyperTerminal to connect to the CS 1000/Meridian1 switch from the Communication Control Toolkit server. Note: If HyperTerminal is not in the Communications menu, go to Start > Control Panel > Add or Remove Programs. Add HyperTerminal by selecting Add/Remove Windows Components, navigate to Accessories and Utilities, and click Details. Select Communications, and click Details. Select HyperTerminal, and click OK. HyperTerminal is installed

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from the Windows installation CD; therefore, the Windows installation CD must in the drive. Result: The following dialog box appears.

5

Enter the name for the connection. Result: The Connect To dialog box appears.

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In the Connect using list, choose COM1 or the COM port connected to the CS 1000/Meridian 1 switch. Result: The COM1 Properties dialog box appears.

7

Verify the information in this dialog box, make any necessary changes, and then click OK. Result: The HyperTerminal window appears.

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At the prompt, type login to log on to the switch. Enter the user ID and the password for the switch. Note: If the prompt is not present, continue to press Enter until the prompt appears.

9

On the Transfer menu, select Capture Text.

10

Browse to the download.txt file that you created earlier, and then click Start.

11

Enter the following commands in LD 20: „

At the logon prompt, type LD 20, and press Enter.

„

At the REQ: prompt, type PRT, and press Enter.

„

At the TYPE: prompt, type TNB, and press Enter.

„

At the TN: prompt, press Enter.

„

At the CDEN: prompt, press Enter.

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At the CUST: prompt, type 0 (or customer number), and press Enter.

„

At the DATE: prompt, press Enter.

„

At the PAGE: prompt, press Enter.

„

At the DES prompt, press Enter.

Note: Downloading information from the CS 1000/Meridian 1 overlay can take a long time. Result: The commands are saved in LD 20. 12

To return to the prompt, enter **** (Shift + 8888) and press Enter.

13

Type logo, and then press Enter. Result: You are logged off from the CS 1000/Meridian 1 switch.

To convert the text file To convert the text file containing switch information, perform the following tasks in the Symposium TAPI Service Provider (SP) configuration application. Note: Download only the CDNs that you require for TAPI operation. If you download other CDNs, you must delete them after the download is complete.

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1

Select Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database.

2

If you are prompted, enter the customer number for the switch. Result: The configuration application dialog box appears.

3

Click Convert Text file. Result: The Open dialog box appears.

4

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Browse to the download.txt you created. For more information, see the “To create a switch configuration information text file” on page 432.

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Click Open. Result: The Translator Status dialog box appears.

6

Click Start.

7

When the import process is complete, click OK. ATTENTION

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The conversion process adds all information downloaded from the CS 1000/Meridian 1 switch to the Symposium TAPI SP database. Some of this information can be unnecessary or inappropriate. For example, the CS 1000/Meridian 1 switch works on the assumption that IVR ports are analog. These ports must be set on the TN Table dialog box of the configuration application. You must delete downloaded CDNs that Symposium TAPI SP does not need to monitor. To perform these tasks, navigate to Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database. Click the Meridian 1 Host tab. Click the TN Table button.

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Verifying the agent phonesets are imported correctly to the TAPI database 1

Select Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database.

2

Click the Meridian 1 Host tab.

3

Click TN Table. Result: The Line Devices window appears.

4

Ensure that the required TNs for the agent phonesets are imported correctly to the TN table. If you need to manually add a TN that was not imported, perform the following steps: a. Click Add Line. Result: The Add a Terminal Number Record dialog box appears.

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b. Type the Loop, Shelf, Card, and Unit numbers that identify the physical location on the CS 1000/Meridian 1 switch of the TN you are adding. c. Click OK. Result: The new TN is added to the TN table. d. To add a new DN, click Add DN. Result: The DN Properties dialog box appears.

e. In the Position ID, type the position ID of the set. f.

In the DN Type box, choose ACD.

g. In the Key # box, enter 0. h. Click OK. Result: The information is saved to the DN table and to the TN table. i.

Select the same line number to which you just added the position ID.

j.

Click Add DN. Result: The DN Properties dialog box appears.

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k. In the Directory box, enter the directory number for the SCR DN. l.

In the DN Type box, choose SCR.

m. In the Key # box, enter 3.

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5

Click OK to exit the TN table.

6

Click OK.

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Step 35. Configure the Contact Management Framework option You must ensure that you select the Contact Management Framework option that is appropriate for your contact center configuration. To do this, you must know whether your contact center servers (Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit) are on stand-alone servers, or co-resident.

Configuring the Communication Control Toolkit Console Follow these steps to add the Nortel Communication Control Toolkit (NCCT) Admin and NCCT Maintenance snap-ins only if you did not configure the Communication Control Toolkit Console during Communication Control Toolkit server installation. 1

Log on to the Communication Control Toolkit server.

2

Click Start > Run, type mmc at the prompt, and then click OK. Result: The Console appears.

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On the File menu, choose Add/Remove snap-in. Result: The Add/Remove snap-in dialog box appears.

4

Click Add. Result: The Add Standalone snap-in dialog box appears, containing a list of all available MMC snap-ins.

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Select NCCT Admin, and then click Add. Result: The NCCT Admin Select Computer dialog box appears.

6

Select the computer that the NCCT Admin snap-in is to manage.

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Click Finish. Result: The Add Standalone Snap-in dialog box appears.

8

Select NCCT Maintenance, and click Add. Result: The NCCT Maintenance snap-in is added to the console.

9

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Click Close to close the Add Standalone Snap-in dialog box.

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Click OK. Result: The following window appears.

Configuring the Contact Management Framework 1

Open the NCCT 6.0 Console on the Communication Control Toolkit server.

2

On the left pane of the NCCT 6.0 Console, expand NCCT Admin and select CCT Server. Result: CCT Server appears in the right pane of console.

3

Double-click CCT Server in the right pane of the console. Result: CCT Server Properties dialog box appears.

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Click the CMF Configuration tab. Result: The CMF Configuration page appears.

5

In the Communication Control Toolkit Deployment Type section, select the first or second option (depending on the configuration of the Contact Center servers). Note: If you configure the CMF for stand-alone deployment, then you must restart all core Communication Control Toolkit services. If you configure the CMF for co-resident deployment then you must start all Contact Center Manager Server and all core Communication Control Toolkit services. To stop and restart the core Communication Control Toolkit services, do the following: a. Log on to the Communication Control Toolkit server as Administrator. b. On the NCCT Console, expand NCCT Maintenance.

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c. Click Services on the left pane. d. On the right pane of the Console window, double-click Services. Result: The Communication Control Toolkit Services Properties dialog box appears.

e. Click

to stop the services.

f.

to restart the services.

Click

g. The following services are restarted: To stop and restart Contact Center Manager Server services, do the following: a. Log on to the Contact Center Manager server as administrator. b. On the Windows Start menu, choose All Programs > Nortel Contact Center > Manager Server > Shutdown. Result: The Contact Center Manager Server Shutdown utility window appears. Installation and Maintenance Guide

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c. Click OK. Result: The utility shuts down all Contact Center Manager Server services, and then the Service Status Log window appears. If a service was unable to shut down, a message appears in the Service Status Log. d. From the Windows Start menu, choose All Programs > Nortel Contact Center > Manager Server > Startup. Result: The Contact Center - Manager Server Startup Utility window appears.

e. Click OK. Note: The Communication Control Toolkit server name automatically appears in the CCT Server Name box.

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6

In the CCMS Server Name box, type the server name of the Contact Center Manager Server.

7

Click Apply to save the Contact Management Framework settings.

8

Click OK to close the window.

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Step 36. Import the contact center users into CCT This section describes importing contact center users configured in Contact Center Manager Administration to the Communication Control Toolkit server. Importing multiple resources is more reliable than adding the individual resources one at a time. You must ensure that all of the agents you configured are imported to the Communication Control Toolkit server. Before importing Contact Center users, you must: 1.

Enable the Open Queue feature on Contact Center Manager Server. You completed this task in Step 24. “Enable Open Queue” on page 400.

2.

Configure the Communication Control Toolkit server using the NCCT 6.0 Console. You completed this task in Step 35. “Configure the Contact Management Framework option” on page 441.

3.

Enable the Contact Management Framework. You completed this task in Step 35. “Configure the Contact Management Framework option” on page 441).

Importing Contact Center users 1

Make sure that the following Control Communication Toolkit server services are stopped: „

NCCT Server

„

NCCT TAPI Connector Service (if installed)

„

Nortel MPS Manager (if installed)

„

Nortel RSH Daemon (if installed)

To stop these services: a. Click Start > Administrative Tools > Services. b. Right-click each service, and then click Stop. c. Close the Services window. 2

Close the NCCT 6.0 Console.

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Restart the Data Access Layer service. a. Click Start > Administrative Tools > Services. b. Right-click Data Access Layer service, and then click Restart. c. Close the Services window.

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Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.

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On the NCCT 6.0 Console, expand NCCT Admin and click Importing Tools. Result: The available Importing Tools appear.

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Double-click Import Contact Center Users. Result: The Import Contact Center Users Properties window appears.

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Select a Contact Center user from the Available Contact Center Users list and click Add; or click Add All to import all available Contact Center users.

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Click OK. Result: You are prompted with a notification that all selected users are imported.

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Click OK.

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Step 37. Import the terminals and addresses into CCT To avoid errors, Nortel recommends that you import resources rather than add them individually. You can add multiple addresses and terminals from TAPI SP using the Import M1 TSP Data tool.

Importing multiple addresses and terminals 1

Make sure that the following Control Communication Toolkit server services are stopped: „

NCCT Server

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NCCT TAPI Connector Service (if installed)

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Nortel MPS Manager (if installed)

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Nortel RSH Daemon (if installed)

To stop these services: a. Click Start > Administrative Tools > Services. b. Right-click each service, and then click Stop. c. Close the Services window. 2

Close the NCCT 6.0 Console.

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Restart the Data Access Layer Service. a. Click Start > Administrative Tools > Services. b. Right-click Data Access Layer service, and then click Restart. c. Close the Services window.

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Log on to the Communication Control Toolkit server.

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Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.

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Expand NCCT Admin and select Importing Tools. Result: The available Importing Tools appear in the right pane of the console.

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Double-click Import M1 TSP Data. Result: The Import M1 TSP Data Properties dialog box appears.

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Click Browse. Result: The available terminals and addresses in the TAPI Service Provider for M1 database appear.

Note: No selection is possible; you must import all available terminals and addresses to ensure that all terminals are imported with their associated addresses and vice versa. 9

Click Apply. Result: The Importing from M1 dialog box appears.

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Click OK. Result: The M1 Database is imported.

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Step 38. Import the Windows users into CCT You can import Windows users from the from the Communication Control Toolkit 6.0 server and the local domain using the Import Windows Users tool. A Communication Control Toolkit user is a logical representation of a Microsoft Windows user. If you do not want to import Windows users, skip this step and continue on to Step 39. “Import the agent workstations into CCT” on page 461. Some considerations for importing users from a domain. „

If you import users from a domain, the Communication Control Toolkit user must be logged on to the specified domain.

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If you import domain users configured using the domain.companyname.com format, the utility imports the user in the format domainname\username.

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If you import users from a domain, the Communication Control Toolkit administrator must be logged on to the server using a domain user account that is also a local administrator account on the Communication Control Toolkit server.

To import Windows users 1

Log on to the Communication Control Toolkit server.

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Make sure that the following Control Communication Toolkit server services are stopped: „

NCCT Server

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NCCT TAPI Connector Service (if installed)

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Nortel MPS Service (if installed)

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Nortel RSH Daemon (if installed)

To stop the services a. Click Start > Administrative Tools > Services. b. Right-click each service, and then click Stop. c. Close the Services window 3 458

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Restart the Data Access Layer Service. a. Click Start > Administrative Tools > Services. b. Right-click the NCCT Data Access Layer service, and then click Restart. Result: The service is restarted. c. Close the Services window.

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Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.

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Expand NCCT Admin.

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Click Importing Tools. Result: The available Importing Tools appear.

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Double-click Import Windows Users.

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In the Location box, select the domain or server in which you want to look for Windows users. You can import CCT Server users, CCT Domain users, or by selecting CCT server in the Location box. To import Windows users from the CCT Server, perform the following: a. In the Location box, select the CCT server from which you want to import users. b. In the Object Type box, select the group of users you want to display. You can look for all users, a particular user name, a last name, or a first name. You can select one of the following: Find All Users—find all Windows user accounts on the CCT server. User Name—find all Windows user accounts where the user name or logon ID matches or contains the value in the Object Name box. Last Name—find all Windows user accounts where the last name matches or contains the value in the Object Name box. First Name—find all Windows user accounts where the first name matches or contains the value in the Object Name box. c. In the Object Name box, type the text you are using in a search for User Name, Last Name or First Name search.

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d. Click Find Now. Result: The Windows users appear in the Search Results list. To import Windows users from the CCT domain, perform the following: a. In the Location box, select the CCT Domain from which you want to import users. b. In the Object Type box, select the group of users you want to display. You can select one of the following: Find All Users—find all Windows user accounts on the CCT server. User Name—find all Windows user accounts where the user name or logon ID matches or contains the value in the Object Name box. Last Name—find all Windows user accounts where the last name matches or contains the value in the Object Name box. First Name—find all Windows user accounts where the first name matches or contains the value in the Object Name box. User Group Name—find all Windows user accounts where the user group name matches or contains the value in the Object Name box. Organizational Name—find all Windows user accounts where the organization name matches or contains the value in the Object Name box. c. In the Object Name box, type the text you are using in a search for User Name, Last Name, First Name, User Group Name, or Organizational Name search. d. Click Find Now. Result: The Windows users appear in the Search Results list. 10

In the Search Results box, select the Windows users you want to import. To select multiple users, press the CTRL key while you are selecting each user. To select all Windows users, click Add All.

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Click Add. Result: The selected users appear under Selected Users.

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Click Apply.

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Click OK.

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Step 39. Import the agent workstations into CCT You can import workstations from the local domain using the Import Workstations tool. Note: If the Communication Control Toolkit server is on a stand-alone server in a workgroup, then there are no other workstations to import.

Importing local workstations 1

Make sure that the following Control Communication Toolkit server services are stopped: „

NCCT Server

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NCCT TAPI Connector Service (if installed)

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Nortel MPS Manager (if installed)

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Nortel RSH Daemon (if installed)

To stop these services: a. Click Start > Administrative Tools > Services. b. Right-click each service, and then click Stop. c. Close the Services window. 2

Close the NCCT 6.0 Console.

3

Restart the Data Access Layer Service. a. Click Start > Administrative Tools > Services. b. Right-click Data Access Layer service, and then click Restart. c. Close the Services window.

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Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.

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On the NCCT 6.0 Console, expand NCCT Admin, and click Importing Tools. Result: The available Importing Tools appear in the right pane of the console.

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Double-click Import Work Stations. Note: If the Communication Control Toolkit server is in a workgroup on a stand-alone server, then there are no available workstations to import. Result: The Import Work Stations Properties dialog box appears.

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Press the CTRL key, and select the workstations.

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Click Add. Result: The required workstations are added to the Selected Workstations list.

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Click OK. Result: The selected workstations are imported into the Communication Control Toolkit database.

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Step 40. Map terminals to workstations (optional) If you want to have a one-to-one mapping between terminals and workstations, perform this step. Proper configuration for hotdesking Contact Center Agent Desktop applications requires that each terminal is mapped to only one workstation in Communication Control Toolkit.

Mapping a terminal to a workstation 1

On the NCCT 6.0 Console, click Terminals. Result: The Terminals folder on the console is selected.

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Double-click the terminal to configure. Result: The New Terminal Properties dialog box appears.

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Click the Workstation Maps tab. Result: The Workstation Maps page appears.

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Select the appropriate workstations in Available WorkStations.

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Click Add to move the selected workstation to the Mapped WorkStation box. Result: The workstation appears in the Mapped WorkStation box.

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Click OK. Result: The workstation is mapped to the terminal.

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Step 41. Map users to addresses, terminals, and contact center users Before you map a configured user to another Communication Control Toolkit resource, you must first make sure that the other resource exists and that it is configured correctly. You are not required to map terminals to agents if the agents handle only e-mail contacts. Map Contact Center users to Windows users, so that the Windows users have access to the contact center software functionality. For example, when Contact Center Agent Desktop is deployed, mapping a Contact Center user to a Windows user identifies the Agent ID assigned to the user in Contact Center Manager Administration. Map Windows users to terminals or addresses to assign a communication point to the Contact Center user, or agent, to handle contacts. For example, when CCT identifies an incoming call is destined for a specific user, because the terminals and addresses are mapped to the Windows user, CCT rings the correct terminal/ extension where the Windows user is working

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Mapping a user to an address and address groups 1

On the NCCT 6.0 Console, select Users. Result: The Users folder on the console is selected.

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Double-click the user to configure. Result: The User Properties dialog box appears.

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Click the Address Maps tab. Result: The Address Maps page appears.

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Select the appropriate addresses and address groups from Available Addresses and Address Groups.

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Click Add to move the selected Addresses and Address Groups to the Mapped Addresses and Address Groups list.

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Click OK. Result: The addresses and address groups are mapped to the current user.

Mapping a user to a terminal and terminal group 1

On the NCCT 6.0 Console, select Users. Result: The Users folder on the console is selected.

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Double-click the user you want to configure. Result: The New User Properties dialog box appears.

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Click the Terminal Maps tab. Result: The Terminal Maps page appears.

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Select the appropriate terminal and terminal group from those in Available Terminals and Terminal Groups.

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Click Add to move the selected terminals and terminal groups to the Mapped Terminals and Terminal Groups list.

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Click OK. Result: The terminals and terminal groups are mapped to the current user.

Mapping a User to a Contact Center user and Contact Center user group 1

On the NCCT 6.0 Console, select Users. Result: The Users folder on the console is selected.

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Double-click the user you want to configure. Result: The User Properties dialog box appears.

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Click the Agent Maps tab. Result: The Agent Maps page appears.

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Select the appropriate contact center users and contact center user groups from those in Available Agents and Agent Groups.

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Click Add to move the selected contact center users and contact center user groups to the Mapped Agents and Agent Groups list.

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Click OK. Result: The contact center users and contact center user groups are mapped to the current user.

What is next? Log on to the Contact Center Multimedia Administrator application to begin configuring the outbound, e-mail, or Web communications information required, based on your license. Go to Step 42. “Understand the new contact types” on page 478.

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Section J: Contact type configuration

In this section Step 42. Understand the new contact types

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Step 43. Log on to the Multimedia Administrator

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Step 44. Start the configuration tool

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Step 45. Review migrated mailboxes and rules

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Step 46. Update the E-mail Manager service

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Step 42. Understand the new contact types You can use the Multimedia Administrator to configure the contact types in the Contact Center Multimedia/Outbound component of Contact Center, including outbound, e-mail, and Web communications. The Operations and Administration Maintenance (OAM) service retrieves information about skillsets, route points, and agents from the Contact Center Manager server, and provides the data to the Multimedia Administrator to configure Multimedia properties for skillset and agents. You can use the Contact Center Manager Administrator to create skillsets and route points. For more information about creating skillsets and route points, see the Contact Center Manager Administrator’s Guide. Your contact center licensing affects the contact types you are able to configure. You can use the License Manager file on Contact Center Manager Server to determine what licenses you have. For more information about the license codes, see Appendix B, “Feature licensing.” All of the contact types are described in Step 43. “Log on to the Multimedia Administrator” on page 482.

Configuring the outbound contacts Use the Outbound Campaign Management Tool to create, modify, and monitor outbound campaigns. An outbound campaign is a series of outbound calls for one specific purpose, for example, a customer survey or a sales promotion. You can configure a maximum of 20 outbound campaigns with 2500 contacts in each campaign. Only one step is required to configure outbound contacts: configure the route points for all outbound skillsets.

Configuring the E-Mail Manager Use the E-Mail Manager to communicate with customers over the internet. Customers communicate using their e-mail client application to receive an email response from the agent. The E-mail Manager provides the following functionality: 478

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the ability of the contact center to receive e-mail requests from multiple mailboxes and multiple servers for presentation to agents as multimedia contacts

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intelligent routing of e-mail to deliver each e-mail message to the agent who has the subject knowledge to respond, send an auto-response, or close the contact

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an Agent Desktop interface for agents to respond efficiently to customers without need for a desktop e-mail client

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easy referencing of the thread of conversation between the customer and the agent

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the ability to select a contact type based on the e-mail message and attachments received, such as text messages (SMS), voice mail, or fax messages

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the ability to handle contacts using one method when the contact center is open and another method when the contact center is closed

Some steps are required to configure the E-mail Manager: configure the skillsets, setup the servers, and configure the default rules for a recipient mailbox.

Configuring the Web Communications Manager Use the Web Communications Manager to communicate with customers over the Internet. Agents and customers directly communicate in real time by conducting a two-way conversation by exchanging text messages using Javascript- and frame-compliant Web browsers. The Web Communications Manager provides the following functionality: „

intelligent routing of customer communications to the agent who has the subject knowledge to respond

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an Agent Desktop interface for agents to respond efficiently to customers

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easy referencing of the thread of conversation between the customer and the agent in a text chat session

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an optional customer-centered multimedia presentation to the customer’s browser while the customer waits for an agent

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push Web pages to the other party during conversations for discussions

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Some steps are required to configure the Web Communications Manager: configure the skillsets, and configure the Web server.

Some definitions to know The following is a list of definitions that you need to understand before configuring the contact types in Contact Center Multimedia/Outbound.

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A skillset is a label applied to a set of skills, capabilities, or knowledge that an agent requires to respond to a given request. The skillsets are retrieved from the Contact Center Manager database. You must select a route point for a skillset used to route outbound contacts.

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A route point is a location on the open queue that queues incoming calls to and runs through a script on the Contact Center Manager Server.

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An auto-response is an e-mail message sent to a customer with no agent interaction. An auto-response can be an intelligent response, such as a sales promotion flyer, or an acknowledgement, such as “We received your e-mail and will respond to you within three days.”

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A recipient mailbox is a container on the e-mail server that hold e-mail messages. Standard mailboxes are monitored by the Contact Center E-mail Manager, which routes the e-mail to an agent or group of agents (skillset) based on an analytical search of the sender address, the recipient address, the subject and body of an e-mail for predetermined keywords, or a combination of these. The e-mail server must be compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP). Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e-mail retrieval. Basic authentication passes the mailbox user and password in clear text to the email server. You can increase your security by adding Secure Socket Layer (SSL) encryption. For more information about SSL encryption, see “Enable SSL on the E-mail Manager” on page 1281.

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An e-mail alias is not a real e-mail account; an alias is an address that forwards all e-mail messages it receives to another e-mail account. For example, the mailbox [email protected] can have the aliases [email protected] and [email protected]. E-mail addressed to either of these aliases are forwarded to the [email protected] mailbox. The Email Manager routes the e-mail messages according to the rules based on the alias mailboxes. Contact Center Multimedia/Outbound

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Aliases can be useful to filter e-mail messages. For example, you can define an alias for a short promotional period after which e-mail messages that arrive at that alias are discarded. „

A text chat session is a two-way conversation between an agent and a customer. The exchange of messages is private to the customer and agent.

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Web-on-hold is a set of Web pages that appear in a customer Web browser while the customer waits for an agent to answer the contact.

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A page push is the ability of an agent or a customer to send a URL to the other party.

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Step 43. Log on to the Multimedia Administrator The first time you log on to the Multimedia Administrator, use the following: „

Username: SysAdmin

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Password: _ _ccmm!

Nortel recommends that you change the default administrator password after you finish configuring the multimedia contact types.

Logging on to the Multimedia Administrator

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On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

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Type your user ID and password.

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Click OK. Result: The Contact Center Multimedia/Outbound Administrator window appears. If you are opening the Contact Center Multimedia Administrator for the first time, the Getting Started screen appears on top of the Multimedia Administrator window. Note: The Getting Started window shows that licenses are available for e-mail, outbound, and Web communications in this contact center.

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To log off the Multimedia Administrator, click File > Exit.

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Step 44. Start the configuration tool After you log on to the Multimedia Administrator application, you can immediately begin to configure the contact types. 1

If the Getting Started window does not appear immediately after you log on to the Administrator application, on the Utilities menu of the Multimedia Administrator, click Getting Started. Result: The Getting Started window appears. Note: Once you begin these steps, you cannot stop or go back to a previous step. You can, however, modify settings later.

Note: The line below the title of the Getting Started window shows your current license.The procedures in this chapter assume that you have user licenses for contacts of type outbound (OB_), e-mail (EM_), and Web communications (WC_). Your licensing can be different. 484

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Click Begin. Result: The Skillset Settings window appears.

Configuring skillsets You must configure route points for all skillsets you use for multimedia contacts. You must configure at least one skillset for each contact type for which you are licensed. „

Voice skillsets are prefixed by VO_ or do not contain a prefix.

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E-mail skillsets are prefixed by EM_. You can also configure an optional autoresponse for an e-mail skillset that is used to respond immediately to an e-mail message from a customer.

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Outbound skillsets are prefixed with OB_.

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Web Communication skillsets are prefixed with WC_.

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1

Select the first skillset you use to route multimedia contacts.

2

Click Edit.

If you edit a skillset for outbound contacts or Web communications, the Edit Skillset window appears:

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In the Route Point list, select the route point that you want to assign to the skillset.

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Click Save. Result: The Edit Skillset window closes. In the Skillset Settings window, the configured route point appears next to the skillset.

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Repeat steps 1–4 for each skillset required. You must configure at least one skillset for each contact type you are licensed to use (e-mail [EM], voice [VI], Web communications [WC], outbound [OB]).

6

When all skillsets are configured, click Close to close the Skillset Settings window.

Click OK, and begin the contact configuration using the Getting Started window again.

What is next? If you have only Outbound contacts licensed, your required configuration in the Multimedia Administrator application is complete. Note: You can configure other settings, such as the Outbound Scheduler. For more information about the Outbound Scheduler, see the Multimedia Administrator online Help. If you are licensed for e-mail messages or Web communications, the Server Configuration window appears and you can continue configuring your requirements for the E-mail Manager or the Web Communications Manager.

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Configuring the e-mail servers You must configure the following: „

An inbound server (POP3) for e-mail messages received by the contact center

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An outbound server (SMTP) for e-mail messages sent by the contact center

Note: If you configured the e-mail servers during installation, then skip this step. You can configure primary and secondary e-mail servers. If your system cannot log on to a mailbox, the E-mail Manager attempts to connect to the secondary POP3 host. Likewise, if an SMTP connection attempt fails, the secondary SMTP host is used. If e-mail is duplicated in both the primary and secondary e-mail servers, and a failure of the primary server occurs, the e-mail retrieved from the secondary e-mail server is duplicated in the Multimedia database when the primary server is restored. Note: You must ensure that the primary and secondary servers are configured with identical mailbox names, passwords, and SMTP authentication settings (if applicable).

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You can configure additional e-mail servers. For information about configuring additional servers, see the Multimedia Administrator online Help. To configure the inbound mail server 1

In the Server Settings window, double-click Inbound Mail Server (POP3). Result: The E-mail Server Properties window appears.

2

Enter the following information: Primary Hostname: Type the name of the server that receives e-mail messages. Server Type: For inbound e-mail servers, select POP3. Port Number: Type the port number for the e-mail server. Secondary Hostname: If you have a backup e-mail server, provide a hostname for the backup server.

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Click Save. Result: The E-mail Server Properties window closes.

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To configure the outbound mail server 1

In the Server Settings window, double-click Outbound Mail Server (SMTP). Result: The E-mail Server Properties window appears.

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Enter the following information: Primary Hostname: Type the name of the server that sends e-mail messages. Server Type: For outbound mail servers, select SMTP. Port Number: Type the port number for the e-mail server. Secondary Hostname: If you have a backup e-mail server, provide a hostname for the backup server.

3

Under Security, select the SMTP Authentication, if required, for your outbound E-mail Server. Note: SMTP Authentication must be enabled on the e-mail server. On the Multimedia E-mail Manager, the SMTP service must authenticate itself with the correct user name and password before e-mail is sent. SMTP authentication is required if you are using aliases.

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Click Save. Result: The E-mail Server Properties window closes. If you are licensed for Web Communications, the External Web Server Properties window appears. If you are not licensed for Web Communications, the New Recipient window appears.

Configuring the external Web server If you are not licensed for Web communications contacts, continue with “Creating a recipient mailbox” on page 493. Initially, the external Web server is the server that you use for developing one or two Web pages for your corporate Web site. You can use the development server configuration for development and testing. When you are ready to move the Web pages to the production Web server that is accessed by your customers, you must change the name of the external Web server. For more information about installing the external Web server, see Chapter 3, “Installing and configuring the external Web server.” To configure the external Web server 1

In the Server Settings window, double-click External Web Server (HTTP). Result: The Server Properties window appears.

2

Enter the following information: Server Name: Type the name of the external Web server. Server Port: Type the port number for the external Web server.

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Click Save. Result: The Server Properties window closes.

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Click Close. Result: The New Recipient window appears.

What is next? If you have only Web communications contacts licensed, your required configuration in the Multimedia Administrator application is complete. Note: You can configure optional settings for Web communications contacts, such as the Web-on-hold Hurls and autophrases. For more information about the optional Web communications contact configurations, see Chapter 12, “Configuring Web communications settings.”

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If you are licensed for e-mail messages, the New Recipient window appears and you can continue configuring your requirements for the E-mail Manager.

Creating a recipient mailbox Contact Center Multimedia/Outbound polls specific recipient mailboxes on the e-mail server based on a list of mailboxes defined in the Multimedia Administrator recipients list. The e-mail retrieved from these mailboxes is routed based on defined rules that can are applied to either enabled or alias mailboxes. You must ensure that any enabled e-mail address that you want to configure in the E-mail Manager is already configured on your corporate e-mail server. For example, the mailbox [email protected] can have the aliases [email protected] and [email protected]. E-mail messages addressed to either of these aliases are forwarded to the [email protected] mailbox. The treatment of the two aliases can be different, because the routing rules are based on the aliases. In Contact Center Multimedia, you must configure all enabled and alias mailboxes. In this example, you must configured the enabled recipient mailbox, [email protected], and the alias mailboxes, [email protected] and [email protected]. To create a recipient mailbox Mailbox names are case-sensitive. You must type the mailbox name exactly as it appears on your e-mail server. 1

On the New Recipient window, in the Mailbox Name box, type the name of a mailbox set up the e-mail server. Note: If the Contact Center Multimedia/Outbound server is not in the same domain as the e-mail server, you must also include the domain. Include the domain in the format domain\user (Windows 2000) or user@domain (postWindows 2000) in the Mailbox Name box. Example: To enter the e-mail address [email protected], in the Mailbox Name box, type sales, and in the E-mail Domain box, type nortel.com. Example: To enter the e-mail address [email protected], in the Mailbox Name box, type europe\sales or [email protected], and in the E-mail Domain box, type europe.nortel.com.

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In the E-mail Domain box, type the domain for your e-mail server.

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In the Password box, enter the password for the mailbox. Attention: When you change a password on the e-mail server, you must update this password in the Multimedia Administrator.

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In the Confirm box, type the same password you typed in the Password box.

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In the Display Name box, type the name you want to appear in the e-mail From address (for example, Sales Department).

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In the POP3 Server box, ensure that the host name of your POP3 server is selected.

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In the SMTP Server box, ensure that the host name of your SMTP server is selected.

8

Select the Enabled or Alias option. „

Select the Enabled option to include the e-mail mailbox in the set of mailboxes from which incoming e-mail is retrieved.

„

Select the Alias option to configure this mailbox as an alias. The address of an alias can be used in rules configuration and outbox mapping, but a recipient box configured as an alias address not contain e-mail.

9

In the Process Up to box, enter the maximum number of e-mail messages the mailbox can accept every time it scans the database. You can enter a different value for this variable for each mailbox. The default value is 10.

10

Select the Use alternative username for SMTP Authentication box if you are configuring an inbox as an alias. If SMTP authentication is enabled on your E-mail Server, and you are using aliases, you log on to the SMTP server with a different user name.

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In the Username box, type the SMTP server logon name. Note: You can have mailboxes on multiple e-mail servers. You can have multiple e-mail servers for e-mail or fax messages, load balancing, and managing e-mail subtypes. Each e-mail server is polled for the mailboxes that it hosts. Configure additional e-mail servers using the Server Configuration window and procedure described in “Configuring the e-mail servers” on page 488.

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Click Save. Result: The System Default Rule window appears. Note: The New Recipient box is still open for your reference.

Modifying the system default rule The system default rule is used one of two ways: 1.

If the e-mail message has an address that matches a recipient mailbox configured in the E-mail Manager, it is used as a template for the last rule in the recipient mailbox. It ensures that an e-mail addressed to the recipient is assigned to a skillset, if it matches no other regular user-defined rules.

2.

If the e-mail message has an address that does not match a recipient mailbox configured in the E-mail Manager, the system default rule is used to assign the e-mail to a skillset.

To modify the system default rule, you must select a route point for the default skillset. You can configure the other properties of the rule, including the skillset used for routing the e-mail.

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When you create a recipient mailbox, the system default rule is copied as the last regular rule into the list of rules for the recipient mailbox. The Default rule ensures that all contacts received by the mailbox are assigned a skillset. CAUTION Risk of routing failure .

The intention of the system default rule is to route all contacts that do not match any other rules. If you change the properties of the rule, you affect the behavior of the system default rule, which affects all recipient mailboxes you configure in the E-mail Manager. If an administrator deletes the skillset associated with a default rule, the default skillset, EM_Default_Skillset, is used as a substitute. If an administrator deletes the EM_Default_Skillset, the system stops processing e-mail messages.

The default settings for the system default rule are: „

use the e-mail default skillset, EM_Default_Skillset

„

use no auto-response

„

assign priority 3 (medium high)

Note: If you did not configure the route points for all of the skillsets, you must configure the route points for the skillset you assign to the system default rule. For more information, see “Configuring skillsets” on page 485. To modify the system default rule 1

From the Skillset list, select a skillset name. You can accept the current default.To select the route point for the skillset, perform the following steps: a. Click Properties to open the skillset properties to change the route point. Result: The Edit Skillset window appears.

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b. In the Route Point list, select a different route point. c. Under Auto-Signature, type an auto-signature (optional). The autosignature is text appended to each e-mail message sent from the contact center in addition to the agent message. The text in the autosignature contains corporate disclaimer information and must be in fixed-width font. The auto-signature appears in an e-mail message after any personal signature, which is configured in the Agent Desktop application. d. Click Save. Result: The Edit Skillset window closes. 2

To change the auto-response settings, under Select Optional AutoResponses, select another auto-response from the list. For more information about auto-responses, see the online Help.

3

To change the priority, under Select Priority, select a different priority for the contact. For more information about priorities, see the Multimedia Administrator online Help.

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Click Save. Result: The System Delivery Failure Rule window appears.

Modifying the system delivery failure rule The system delivery failure rule is used for one of two purposes: 1.

If the e-mail message has an address that matches a recipient mailbox configured in the E-mail Manager, the system delivery failure rule is used as a template for the first rule applied in all recipient mailboxes. It ensures that an e-mail message that contains particular phrases, such as undeliverable, are not routed to agents.

2.

If the e-mail message has an address that does not match a recipient mailbox configured in the E-mail Manager, the system delivery failure rule deletes the e-mail message if it contains particular phrases, such as undeliverable.

To modify the system delivery failure rule, you must select a route point for the default skillset. You can configure the other properties of the rule, including the skillset used for routing the e-mail.

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When you create a recipient mailbox, the system delivery failure rule is copied as the first regular rule into list of rules for the recipient mailbox. By default, the following keywords are used in the Delivery failure keywords keyword group: „

Delivery Failure

„

Undeliverable

„

Returned mail

„

Unknown Recipient

„

Delivery Report

You can add words to the default keyword list, but do so with caution. Words in different contexts (such as unknown) in the keyword list for the delivery failure rule can cause valid e-mail to be routed as undeliverable. In this case, use specific phrases instead of individual words. When you create a mailbox, it is automatically assigned a delivery failure rule, which is copied from the system delivery failure rule. CAUTION Risk of routing failure .

The intention of the delivery failure rule is to route undeliverable contacts. If you change the properties of the rule, you affect the behavior of the system delivery failure rule, which affects all recipient mailboxes you configure in the E-mail Manager. If the skillset associated with a system delivery failure rule is deleted, the default skillset, EM_Default_Skillset is used as a substitute. If the EM_Default_Skillset is deleted, the system stops processing e-mail messages.

The default settings for the system delivery failure rule are: „

use the e-mail default skillset, EM_Default _Skillset

„

use keyword group delivery failure keywords

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assign priority 6 (lowest)

Note: If you did not configure the route points for all of the skillsets, you must configure the route point for the skillset for the system delivery failure rule. See “Configuring skillsets” on page 485. Note: You cannot use an auto-response for a delivery failure rule. To modify the system delivery failure rule 1

Select a skillset name from the list. You can accept the current default. To change the route point for the skillset, perform the following steps: a. Click Properties to open the skillset properties to change the route point. Result: The Edit Skillset window opens. b. In the Route Point list, select a different route point. c. Below Auto-Signature, type an auto-signature (optional). The autosignature is text appended to each e-mail message sent from the contact center in addition to the agent message. The text in the autosignature contains contain corporate disclaimer information and must be in fixed-width font. The auto-signature appears in an e-mail message after any personal signature, which is configured in the Agent Desktop application. d. Click Save. Result: The Edit Skillset window closes.

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To change the keyword group, under Select Keyword Group, select an existing keyword group from the list. For more information about keyword groups, see the online Help.

3

To change the priority, under Select Priority, select a different priority from the list for the contact. For more information about priorities, see the online Help.

4

Select the check box This Rule will close the Contact if you want the rule to close the contact.

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Click Save. Result: The System Delivery Failure Rule window and the New Recipient windows close. The Rules window appears.

Viewing the sequence and status of the rules 1

In the Rules window, review the rule summary. Note: The legend at the bottom of the window explains the symbols next to the rule names.

2

Click Close. Result: A confirmation message appears:

3

Click OK.

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Click OK to close the Getting Started window. You can return to the Getting started window at any time: On the Utilities menu of the Multimedia Administrator, click Getting Started.

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Step 45. Review migrated mailboxes and rules All mailboxes that are migrated from Symposium Web Center Portal 4.0 are created in Contact Center Multimedia 6.0 with a default rule assigned to each one. This default rule routes incoming e-mail contacts to the default e-mail skillset. You can: „

Modify the rules created for the migrated mailboxes to route contacts to other skillsets

„

Disable the migrated mailboxes. You can disable a mailbox in the Symposium Web Center Portal 4.0 Administrator, and then enable the corresponding mailbox in Contact Center Multimedia Administrator.

Note: Ensure that you disable the mailboxes in Symposium Web Center Portal 4.0 before starting the E-mail Manager service outlined in the following step. If mailboxes are configured in both Symposium Web Center Portal and Contact Center Multimedia, both servers retrieve e-mail from the same mailboxes.

What is next? Nortel recommends that you complete the base configuration of Contact Center Multimedia/Outbound by working through the rest of this chapter. If you want to add recipients, create rules, configure outbound e-mail settings, create barred email addresses, create closed reasons, or set outbound timers, you can perform these tasks after you are finished the base configuration of Contact Center Multimedia. For more information about configuring additional settings for the e-mail and outbound contact types, see the Multimedia Administrator online Help. Restart the e-mail Manager service. For more information, see Step 46. “Update the E-mail Manager service,” on page 504.

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Step 46. Update the E-mail Manager service The following Contact Center Multimedia services are installed with the Multimedia server software: „

CCMM E-mail Manager

„

CCMM License Manager

„

CCMM Manager Client

„

CCMM OAM

„

CCMM Outbound Scheduler

„

CCMM Starter

The CCMM License Manager and the CCMM Starter services automatically start if the Contact Center Multimedia server software is installed successfully. The CCMM License Manager service ensures a valid license exists for the Multimedia server. The CCMM Starter service then starts the remaining services, except the CCMM E-mail Manager service. You must configure and start the CCMM E-mail Manager service if you are licensed for e-mail or Web communications contact types.

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Verifying the License Manager and Starter services are started 1

On the Windows Start menu, click All Programs > Administrative Tools > Services.

2

Next to CCMM License Service, verify that the Status is Started and the Startup Type is Automatic.

3

Next to CCMM Starter Service, verify that the Status is Started and the Startup Type is Automatic.

4

Verify that the following services are started: „

CCMM Manager Client

„

CCMM OAM service

„

CCMM Outbound Scheduler

If a service is not started, in the Windows Services Control Panel, right-click the service name, and then click Start.

Configuring the E-mail Manager service The E-mail Manager service, if the e-mail feature is licensed in your contact center, is started by the CCMM Starter service. You must ensure that the E-mail Manager service is configured to start manually.

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1

On the Windows Start menu, click All Programs > Administrative Tools > Services.

2

Select the CCMM E-mail Manager service.

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Right-click on the service, and select Properties. Result: The Service Properties window appears.

4

In the Startup Type list, select Manual.

5

Click Apply.

6

Click OK.

Starting the E-mail Manager service

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1

In the Windows Services Control Panel, right-click CCMM E-mail Manager service, and then click Start.

2

Close the Windows Services Control Panel.

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Step 47. Reassign the contacts Supervisors must reassign transactions left in the database from Symposium Web Center Portal database that are in the pending state to agents in Contact Center 6.0.

What is next? Finish configuring the Administrators, and then begin running the client applications. For more information, continue with Step 48. “Configure the administrators” on page 510.

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Section K: Agent configuration

In this section Step 48. Configure the administrators

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Step 49. Configure hotdesking (optional)

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Step 50. Start the client applications

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Step 48. Configure the administrators Nortel recommends that you now change the default password from what is published in this guide. Any administrator can change all of the configuration properties in the Multimedia Administrator application.

Changing the default password You must change your default administrator password. To change the default password 1

Log on to the Multimedia Administrator.

2

Expand General Administration.

3

Double-click Administrator Settings. Result: The Administrator Settings window appears.

4

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Select the default administrator.

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Click Edit. Result: The Edit Administrator window appears.

6

Click Reset Password. Result: The Password Reset window appears. The default user login ID is appears dimmed so that you cannot change it.

7

In the New Password box, type the password for the administrator.

8

In the Confirm Password box, type the password again to confirm it.

9

Click Save to close the Password Reset window.

10

Click Save to close the Edit Administrator window.

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Step 49. Configure hotdesking (optional) You can use hotdesking to configure your contact center so that an agent can sit at a different desk every day and log on to the Contact Center Agent Desktop. With hotdesking enabled and properly configured, when agents start the Contact Center Agent Desktop, they are automatically mapped to the relevant terminal and addresses without user intervention. Proper configuration for hotdesking Contact Center Agent Desktop applications requires that each terminal is mapped to only one workstation in Communication Control Toolkit. When hotdesking is also configured for a Citrix environment, agents are challenged with a dialog box asking them to enter a string that identifies their workstation. The string must be the same as the string that is configured as the workstation name in the Communication Control Toolkit configuration. You must configure the popup dialog in a Citrix environment. To configure hotdesking

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1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

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3

Double-click Agent Desktop Configuration.

4

Under Hot-Desking, select the Enabled check box.

5

Click Save.

To configure the pop up window for a Citrix environment 1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

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3

Double-click Agent Desktop Configuration.

4

If you are working in a Citrix environment, select the Prompt for WorkStation check box.

5

Click Save.

Using hotdesking in the Contact Center Agent Desktop When working in a Citrix environment, if both hotdesking options are set to 1, then agents can enter a string that uniquely identifies their workstation. You must create the workstation name in the Communication Control Toolkit, and map a terminal to that workstation. For information about creating and mapping resources, see the Communication Control Toolkit Installation and Maintenance Guide.

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Step 50. Start the client applications You must complete the following tasks before you can start the client applications: „

Install and configure the Contact Center Multimedia server.

„

Install and configure Microsoft .Net Framework version 1.1 and service pack 1, and install the CCMM_Security_Policy file.

„

Configure the phonesets on the switch.

„

Configure the Multimedia server in the Contact Center Manager Administration.

„

Configure users, assign the correct access classes, and configure scripts in Contact Center Manager Administration.

„

Import and map users in the Communication Control Toolkit.

Now you are ready to start the client applications: the Contact Center Agent Desktop to handle telephone and multimedia contacts, and the Outbound Campaign Management Tool to configure outbound campaigns. Note: If you have a proxy server, you must ensure that your clients have access to the Agent Desktop URL on the Contact Center Multimedia server.

Starting the Contact Center Agent Desktop When you log on, you are available to handle all media types for which you are licensed (for example, voice, outbound, e-mail, and Web communications). If you are assigned to a skillset for a particular media, then you can receive and create contacts in that media.

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To start the Agent Desktop application 1

On a client, in Windows Explorer, or Internet Explorer, type http:// <Servername>/agentdesktop/CCAD.exe, where <Servername> is the name of the Multimedia server where the Agent Desktop interface is installed. Note: If you create a shortcut, you can start the application by clicking the Agent Desktop shortcut. Result: The Agent Desktop telephony toolbar appears.

2

Click Logged Out.

3

In the ID box, type your password. Your agent ID is based on the Communication Control Toolkit implementation for your contact center. Note: A password is required only if you are logging on to the Agent Desktop interface to handle multimedia contacts. If you are a multimedia agent, you must change your password after you log on. For information about changing your password, see the Contact Center Agent Desktop User’s Guide. Result: The system verifies your ID and logs you on to the Agent Desktop application. The Logged Out button changes to Logged In.

Prerequisites for starting the Outbound Campaign Management Tool You must complete the following tasks before you can start the client applications: „

Install and configure the Contact Center Multimedia server.

„

Install and configure Microsoft .Net Framework version 1.1 and service pack 1, and install the CCMM_Security_Policy file.

„

Configure the phonesets on the switch.

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„

Configure the Multimedia server in the Contact Center Manager Administration.

„

Configure users, assign the correct access classes, and configure scripts in Contact Center Manager Administration.

„

Import and map users in Communication Control Toolkit.

„

Ensure you have the user basic access rights to the Outbound component.

To assign user basic access rights to the Outbound component

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1

Log on to the Contact Center Manager Administrator. For instructions, see “Logging on to the Contact Center Manager Administration” on page 406.

2

Click Access and Partition Management.

3

In the Access and Partition Management component, choose View/Edit > User Administration.

4

Select the user from the list in the system tree.

5

In the right pane, click Basic Access Rights.

6

Select the Outbound component.

7

Click Submit.

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Starting the Outbound Campaign Management Tool 1

On the Contact Center Manager Administration launchpad, click Outbound. Result: The Outbound window appears.

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On the left side of the Outbound window, click a Contact Center Multimedia server. Result: The Outbound Campaign Management Tool window appears.

See the Contact Center Manager Administrator’s Guide for more information about creating an outbound campaign.

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Upgrading licenses in your current installation In this chapter Overview

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Section A: Preinstallation

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Section B: Installation

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Section C: Postinstallation

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Section D: CCMA server configuration

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Section E: CCT server configuration

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Section F: Contact type configuration

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Section G: Installing the external Web server

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Section H: Agent configuration

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Overview If you currently have Contact Center Multimedia server release 6.0 installed, and want to add another type of contact to your Contact Center, you must follow the installation steps in this chapter. If you are moving the Contact Center Multimedia to a new server, your new server must follow the requirements for the Contact Center Multimedia server in the Contact Center Multimedia Technical Requirements and Operating System Configuration guide, and see Chapter 7, “Migrating Contact Center 6.0 to a new server.” If you are adding outbound contacts to your Contact Center Multimedia software, after you upgrade your license, you must configure one extra setting in the Multimedia Administrator to handle outbound contacts. If you are adding e-mail to your Contact Center Multimedia software, after you upgrade your license, you must configure extra settings in the Multimedia Administrator to handle e-mail contacts. If you are adding Web communications to your Contact Center Multimedia software, after you upgrade your license, you must configure extra settings in the Multimedia Administrator to handle the Web communications contacts. You must also install the sample Web CI interface on a development server to create your own corporate Web site. After your corporate Web site is completed and tested, you can copy your corporate Web site to the production server. ATTENTION

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You must configure and install the Web server software on the server where you develop your Web interface: not on a server that is for production, nor the server where your Contact Center Multimedia software and database is installed.

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What you need The following checklist contains the software and equipment you must have to upgrade Contact Center Multimedia/Outbound 6.0. Description

Done

All tasks and procedures in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide are complete. You can get the latest copy of the this guide on Helmsman (www.nortel.com/helmsman).

❑

The Nortel Contact Center DVD is available.

❑

The Contact Center Manager server is installed and operational for voice contacts. For more information, see the Contact Center Manager Server Installation and Maintenance Guide.

❑

The Contact Center Manager Administration server is installed and operational for voice contacts. For more information, see the Contact Center Manager Administration Server Installation and Maintenance Guide

❑

The Communication Control Toolkit server is installed and configured, and TAPI is configured. For more information, see the Communication Control Toolkit Installation and Maintenance Guide.

❑

The name of the server and the location of the Symposium Web Center Portal database are identified, if required.

❑

The Installer’s Road Map preinstallation checklist is completed and available for reference. You can get the latest copy of the Installer’s Road Map from the Partner Information Center (www.nortel.com/pic).

❑

The Contact Center Manager server, the Contact Center Manager Administration server, and the Communication Control Toolkit server are on the same subnet and have good network connectivity.

❑

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Section A: Preinstallation

In this section Step 1. Read the prerequisite documentation and check for updates

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Step 2. Upgrade the License file

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Step 1. Read the prerequisite documentation and check for updates Before you upgrade the licenses for the Contact Center Multimedia/Outbound software, check the Nortel Web site (www.nortel.com) or the Partner Information Center Web site (www.nortel.com/pic) for the following:

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updated customer documentation and distributor technical references

„

installation addenda, such as service updates (SU) or service update supplements (SUS)

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Step 2. Upgrade the License file Nortel recommends that you install the License Manager on the server where Contact Center Manager Server application is installed. You can use the License Manager Configuration window to change the license file. Complete this procedure when you receive a new license file to activate the license file. 1

On the Contact Center Manager server, or the server where the License Manager file is installed, from the Start menu, choose All Programs > Nortel Contact Center > License Manager > Configuration. Result: The License Manager Configuration dialog box appears.

2

Click Browse. Result: The Open dialog box appears.

3

Navigate the file system and locate the new license file.

4

Click Open.

5

The path for the license file populates in the text box.

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Click OK. Result: A dialog box prompts you to restart the License Manager Server.

7

Click Yes to restart the License Manager Server service. Result: The following dialog box appears.

8

Click OK to close the dialog box.

What is next? Continue with installing updates to the Contact Center Multimedia/Outbound server software. For more information, see Step 3. “Install any Multimedia/ Outbound service updates” on page 530.

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Section B: Installation

In this section Step 3. Install any Multimedia/Outbound service updates

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Step 3. Install any Multimedia/Outbound service updates Before installing any service update (SU) or service update supplement (SUS), Nortel recommends that you verify the patch level currently installed on the server by launching the Patch Viewer utility. On the server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Patch Viewer. You cannot install a patch that is older than an update that is already installed. Also, you cannot install a service update supplement unless the applicable service update is installed. After you download and apply the latest service update, check to see if there are any updates posted in the installation addenda on the following Web sites: „

www.nortel.com (for end customers)

„

www.nortel.com/pic (for distributors)

Follow the procedure in the service update readme file for information about installing the latest service updates and service update supplements for the Contact Center Multimedia/Outbound software. Note: If a large number of contacts are queued and Contact Center Manager Server is restarted, Contact Center Manager server queues 5000 contacts per hour. A period of time can elapse before your contacts are displayed in RealTime displays or assigned to agents.

What is next? Configure the required settings for the Contact Center Multimedia/Outbound server. For more information, see Step 4. “Configure the shared inbound and outbound attachment folders” on page 532.

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Section C: Postinstallation

In this section Step 4. Configure the shared inbound and outbound attachment folders

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Step 5. Configure access to client applications

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Step 6. Configure the e-mail server

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Step 4. Configure the shared inbound and outbound attachment folders If you are adding e-mail contact type, configure the shared inbound and outbound attachment folders. If you do not have a license for the E-mail Manager, proceed directly to Step 5. “Configure access to client applications” on page 545. Access on a shared folder is determined through two sets of permission entries: the permissions set on the share (called share permissions) and the permissions set on the folder (called NTFS file and folder permissions). You must provide access to a shared location for inbound and outbound e-mail attachments. These shared locations must be shared for the CCMMOPSUSR and IUSR_<Servername>.

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Use the procedures in this section to configure the shared folders with the required access permissions. ATTENTION

Risk of backup failure

Nortel recommends that you use the default attachment locations defined in this section. If required, you can choose a different location for the inbound and outbound shared e-mail folders. If you choose a different location, you must ensure that you: „

Create the inbound e-mail attachment folder with the path MailAttachments/Inbound.

„

Create the outbound folder with the path MailAttachments/ Outbound.

„

Share the inbound and outbound folders with the security group SYSTEM.

„

Share the inbound and outbound folders with the users CCMMOPSUSR and IUSR_<Servername>.

„

Set the NTFS access permissions for CCMMOPSUSR and IUSR_<Servername>.

„

Configure the correct folders in the e-mail attachment locations in the Multimedia Administrator application. For more information, see the Multimedia Administrator online Help.

Setting up the inbound attachment shared location 1

Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database.

2

Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on which you installed your Contact Center Multimedia database.

3

Locate the folder Inbound.

4

Right-click the inbound folder, and select Properties.

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5

Click the Sharing tab.

6

Select the Share this folder option.

7

In the Share name box, type inboundattachment.

8

Add a description for the share (optional).

9

Leave the User Limit at Maximum allowed.

10

Click Permissions. Result: The Permissions for inboundattachment window appears.

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11

Click Add.

12

Click Locations.

13

In the Locations window, select the Contact Center Multimedia server name from the list.

14

Click OK.

15

In the Enter the object name to select box, type CCMMOPSUSR.

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Click Check Names to verify that the user name exists on the local computer.

17

Click OK. Result: The Permissions for inboundattachment window appears and the user is added to the list of users.

18

Select the Multimedia user account (hostname/CCMMOPSUSR).

19

Allow Change and Read permissions for the Multimedia user account (hostname/CCMMOPSUSR).

20

Click Apply.

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Click Add to add a new user.

22

In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Multimedia server.

23

Click OK.

24

Select the Internet Guest Account (IUSR_<Servername> account).

25

Allow Full Control permissions for the Internet Guest Account.

26

Click Apply.

27

Select the Everyone default account.

28

Remove all permissions granted to the Everyone account. Contact Center Multimedia/Outbound

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In the Enter the object name to select box, type SYSTEM.

30

Click Check Names to verify that the user name exists on the local computer.

31

Click OK. Result: The permissions for the inboundattachment window appears and the user is added to the list of users.

32

Select the SYSTEM user account.

33

Select the check box under Allow and beside Full Control.

34

Click Apply to save the changes to permissions for this folder.

35

Click OK.

36

On the Inbound Properties dialog box, click Security.

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37

Click Add to add a new user.

38

Click Locations.

39

In the Locations window, select the Redundancy server name from the list.

40

Click OK to close the Locations box.

41

In the Enter the object names to select box, type CCMMOPSUSR.

42

Click OK.

43

For the CCMMOPSUSR account, select the following permissions: Read & Execute, List Folder Contents, Read, and Write.

44

Click Apply.

45

Click Add to add a new user.

46

In the Enter the object names to select box, type IUSR_<Servername>.

47

Click OK.

48

For the IUSR account, select the following permissions: Read & Execute, List Folder Contents, Read, and Write.

49

If the SYSTEM security folder does not exist, in the Enter the object name to select box, type SYSTEM.

50

Select the check box under Allow and beside Full Control.

51

Click Apply to save the changes to permissions for this folder.

52

Click OK to complete the setup of the Inbound Attachments security.

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Setting up the outbound attachment shared location 1

Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database.

2

Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on which you installed your Contact Center Multimedia database.

3

Locate the folder Outbound.

4

Right-click the Outbound folder, and select Properties.

5

Click the Sharing tab.

6

Select the Share this folder option.

7

In the Share name box, type outboundattachment.

8

Add a description for the share (optional).

9

Leave the User Limit at Maximum allowed.

10

Click Permissions. Result: The Permissions for outboundattachment window appears.

11

Click Add.

12

Click Locations.

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13

In the Locations box, select the Contact Center Multimedia server name from the list.

14

Click OK.

15

In the Enter the object name to select box, type CCMMOPSUSR.

16

Click Check Names to verify that the user name exists on the local computer.

17

Click OK. Result: The Permissions for outboundattachment window appears and the user is added to the list of users.

18

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Select the Multimedia user account (hostname/CCMMOPSUSR).

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19

Allow Read and Change permissions for the Multimedia user account (hostname/CCMMOPSUSR).

20

Click Apply.

21

Click Add to add a new user.

22

In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Multimedia server.

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23

Click OK.

24

Select the Internet Guest account (IUSR_<Servername> account).

25

Allow Full Control for the Internet Guest account.

26

Click Apply.

27

Select the Everyone default account.

28

Remove all permissions granted to the Everyone account.

29

In the Enter the object name to select box, type SYSTEM.

30

Click Check Names to verify that the user name exists on the local computer.

31

Click OK. Result: The permissions for the inboundattachment window appears and the user is added to the list of users.

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32

Select the SYSTEM user account.

33

Select the check box under Allow and beside Full Control.

34

Click Apply to save the changes to permissions for this folder.

35

Click OK.

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36

On the Outbound Properties dialog box, click Security.

37

Click Add to add a new user.

38

Click Locations.

39

In the Locations window, select the server name from the list.

40

Click OK.

41

In the Enter the object names to select box, type CCMMOPSUSR.

42

Click OK.

43

For the CCMMOPSUSR account, select the following permissions: Read & Execute, List Folder Contents, Write, and Read.

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44

Click Apply.

45

Click Add to add a new user.

46

In the Enter the object names to select box, type IUSR_<Servername>.

47

Click OK.

48

For the IUSR account, select the following permissions: Read & Execute, List Folder Contents, Read, and Write.

49

If the SYSTEM security folder does not exist, in the Enter the object name to select box, type SYSTEM.

50

Select the check box under Allow and beside Full Control.

51

Click Apply to save the changes to permissions for this folder.

52

Click OK to close the Outbound Properties box.

53

Close Windows Explorer.

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Step 5. Configure access to client applications The Contact Center Agent Desktop and Outbound Campaign Management Tool applications are based on Microsoft .NET technology. This .NET deployment provides the benefit of deploying a thick client using thin-client technology and the ability to automatically update the applications based on updates and patches on the server. Accessing the Web server introduces the potential for a client to download malicious code. The following information provides the procedures to set the security and to deploy the Contact Center Agent Desktop and Outbound Campaign Management Tool with minimal risk.You can install the CCMM_Security_Policy.msi file while you are logged on to the server as the local administrator.

Installing the latest CCMM_Security_Policy.msi file You must install the current Nortel CCMM_Security_Policy.msi file that is included in the latest service update. For more information about the latest service update, visit www.nortel.com. There are three methods to install the security policy: „

a manual install, recommended for to test the client applications on one or two clients

„

SMS, recommended by Nortel, to install the msi file on multiple clients

„

Windows group policy to install the .msi file on multiple clients

Note: If a client is outside the Multimedia server domain, then make the CCMM_Security_Policy.msi file available to the client from a secure network drive. Manual installation 1

Log on to the client as the local administrator.

2

Ensure Microsoft .NET Framework 1.1 Configuration Tool is not open.

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Double-click CCMM_Security_Policy.msi to install the file. Result: The security policy file is applied.

SMS Because installation procedures through an SMS system can vary from one company to the next, follow your company guidelines to install the CCMM_Security_Policy.msi file for the SMS clients on your network. For more information, see the documentation on the Microsoft Web site at http://www.microsoft.com. Note: Experienced system administrators can deploy the CCMM_Security_Policy.msi file. Group policy In addition to using an SMS server, a system administrator can install the CCMM_Security_Policy.msi file on clients within the same domain using a Windows group policy. For details, see document 324750 on the Microsoft knowledge base.

Confirming that the security policy is applied To confirm that the security policy is applied on any client, perform the following check:

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1

On the Windows Start menu, click Settings > Control Panel > Administrative Tools > Microsoft .Net Framework 1.1 Configuration.

2

Expand Runtime Security Policy > Machine > Code Groups > All_Code.

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Verify that you see Code Groups named CCMM, SHDocVw, and xceed.

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Step 6. Configure the e-mail server If you are adding e-mail contact type, configure the e-mail server. If you are not adding the e-mail contact type to your Contact Center Multimedia application, continue with Step 7. “Create additional agent phonesets,” on page 550. Configure and create the required mailboxes to use with Contact Center Multimedia. Use the documentation supplied with your e-mail server software to configure the mailboxes to be used for receiving contacts. Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e-mail retrieval. Basic authentication passes the mailbox user and password in clear text to the e-mail server. You can increase your security by adding Secure Socket Layer (SSL) encryption. For more information about SSL encryption, see “Enable SSL on the E-mail Manager” on page 1281.

What is next? Configure additional agent phonesets supervisors, agents, and route points if required for your Contact Center. You can also update the multimedia skillsets. Continue with Step 7. “Create additional agent phonesets,” on page 550 to configure additional resources on Contact Center Manager Administration. If you do not wish to configure additional phonesets, supervisors, agents, or route points, continue to Step 23. “Check the prerequisites for the Web server,” on page 634 to start the client applications.

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Section D: CCMA server configuration

In this section Step 7. Create additional agent phonesets

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Step 8. Create additional multimedia skillsets

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Step 9. Create additional supervisors and agents

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Step 10. Create additional route points

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Step 11. Configure additional sample multimedia scripts

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Step 7. Create additional agent phonesets You must add and acquire phonesets that an agent or supervisor uses to log on to the system. When Contact Center Manager Server acquires a phoneset, the Communication Server 1000/Meridian 1 PBX switch begins sending messages about these phonesets to the system. Note: After you save a phoneset, you cannot modify it. You must delete your saved phoneset, then add a new phoneset to change the phoneset configuration.

Adding a phoneset Before you perform this procedure, you must configure the phoneset on the switch. Repeat these procedures for each phoneset you want to add. 1

Log on to Contact Center Manager Administration.

2

Click Configuration. Result: The Configuration window appears.

3

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On the system tree, double-click the server in Contact Center Manager Server to which you want to add the phoneset. The server expands to reveal its resources. Contact Center Multimedia/Outbound

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Click Phonesets and Voice Ports. Result: The Phonesets/Voice Ports window appears.

5

In the Name box, type the name of the phoneset as you want it to appear in reports.

6

In the Type box, select the type of terminal.

7

In the Address box, type the address of the phoneset on the telephony server.

8

In the Channel box, type the channel number.

9

Click in any other row of the table. The system adds the phoneset, and Not Acquired appears in the Status column.

Acquiring a phoneset You must acquire each phoneset so that the switch sends a message to the system when the agent logs on to the phoneset. 1

In the Phonesets/Voice Ports window, in the table, select the Acquired check box in the row containing the phone set that you want to acquire. Note: Clear the Acquired check mark to deacquire the phoneset.

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Click in any other row in the table to save your action. The system acquires or deacquires the phoneset, and the status appears in the Status column. Note: Click Refresh Status to view the current status of the acquisition or de-acquisition.

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Step 8. Create additional multimedia skillsets Use the following procedure to create a multimedia skillset. Repeat this procedure for every skillset you want to create. You must create skillsets for the contacts you are eligible to receive or send. You must have at least one skillset for each type of contact. For this purpose, a default skillset is created in Contact Center Manager Administration. For e-mail contacts, you must configure a mailbox for each skillset from which you want to send a reply, if you want to reserve the original To address as the Reply From address. You can use the same mailbox for multiple skillsets. When the skillsets are created, you must assign agents to the skillsets.

Adding a local multimedia skillset 1

Log on to the Contact Center Manager Administration.

2

Click Configuration. Result: The Configuration window appears.

3

In the system tree, double-click the server in Contact Center Manager Server to which you want to add the skillset. The server expands to show the resources.

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Click the Skillsets folder. Result: The Skillsets window appears in the right pane.

5

In the next available row, in the Skillset Name box, type the name for the skillset. Note: If you are creating an e-mail skillset, the prefix EM_ must appear before the skillset name. If you are creating an outbound skillset, the prefix OB_ must appear before the name. If you are creating a Web Communication skillset, WC_ must proceed the name. If you use any other prefix, the skillset is assigned to voice contacts.

6

From the Default Activity Code list, select the activity code that is registered whenever this skillset is used. This number must be defined in the system already.

7

From the Threshold Class list, select the threshold class associated with this skillset.

8

From the Call Age Preference list, select how you want to configure the order of calls in the queue. If you want to give priority to the oldest call in the system, select Oldest. Tip: All skillsets used by Contact Center Multimedia must have the Call Age Preference set to Oldest to ensure that the contact that is in the system for the longest time is presented to an agent first.

9

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Optionally, in the Map to ACD-DN box, type the ACD-DN number to which the skillset can be mapped. If you map the skillset to an ACD-DN, calls to that ACD-DN are pegged against the skillset in reports. Contact Center Multimedia/Outbound

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From the Out of Service Mode list, select a value to take the skillset offline and specify the service mode for the manual night service switch.

11

Optionally, in the Comment box, type any comments you have about the skillset.

12

Press tab to save your changes.

For more information about creating networking skillsets, see the Contact Center Manager Administration online Help.

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Step 9. Create additional supervisors and agents Supervisors review information about agents who report to them in the contact center. You must configure agents who handle Multimedia contacts the correct skillsets defined in Contact Center Manager Administration. Your Symposium Web Center Portal 4.0 agents and supervisors were voice-only agents. You must now assign relevant multimedia contact types and skillsets to the supervisors and agents.

Adding a supervisor 1

Log on to Contact Center Manager Administration.

2

Click Contact Center Management.

3

On the system tree, click the Contact Center Manager Server under which you want to add the supervisor.

4

On the Contact Center Management menu bar, click Add > Supervisor. Result: The New Supervisor Details window appears.

5

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Enter the following mandatory information about the supervisor: „

first name

„

last name

„

phoneset login ID

„

telephony/port address

6

Enter any optional information about the supervisor (for example, title or department).

7

If the supervisor must log on to the Contact Center Manager Administration server and use Contact Center Manager, enter a Contact Center Manager Administration user ID and password for the supervisor.

8

Click Submit to save the new supervisor profile.

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Adding an agent 1

Log on to the Contact Center Manager Administration.

2

Click Contact Center Management.

3

On the system tree, click the Contact Center Manager Server under which you want to add the agent.

4

On the Contact Center Management menu bar, click Add > Agent. Result: The New Agent Details window appears.

5

Enter the following mandatory information about the agent: „

first name

„

last name

„

login ID

„

primary supervisor

„

call presentation

„

threshold

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6

Enter any optional information about the agent (for example, title, department, or comments).

7

Click Contact Types to display the list.

8

Assign Contact Types to the agent by selecting the relevant check boxes.

9

Click Skillsets to display the list.

10

Within the Skillsets area, click List All to list all skillsets configured on the server. Tip: If you do not see a skillset to which you need access, because it is not included in your partition. Contact your administrator and request that the skillset be added to the partition assigned to you.

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11

In the table listing all skillsets, select the priority numbers beside the skillsets to which you want to assign the agent, or select Standby to put the agent in standby mode for this skillset. Skillset priority can range from 1 to 48, with 1 being the highest priority for this skillset.

12

If you have administrator privileges, you can now add this new agent to the partitions that are assigned to the agent’s supervisor (instead of doing so in Access and Partition Management). Click the Partitions drop-down heading. The list of partitions configured on the server appears.

13

Click the check boxes beside the partitions to which you want to add the new agent.

14

Click Submit to save your changes.

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Step 10. Create additional route points Route points are used to assign a destination for the Multimedia contacts that are assigned to skillsets. If you add an Open Queue CDN (route point) you do not need to configure the CDN (route point) to the switch.

Adding a CDN (Route Point) on an Open Queue enabled server 1

Log on to the Contact Center Manager Administration.

2

On the system tree, double-click the server in Contact Center Manager Server to which you want to add the Open Queue CDN (route point). The server expands to reveal its resources.

3

Click the CDNs (route points) heading. Result: The CDNs (route points) window appears.

4

Select the OpenQueue tab.

5

In the Name box, type the name of the Open Queue CDN (route point) as you want it to appear in reports.

6

In the CDNUri box, type a value for the Universal Resource Indicator (URI) of the Open Queue CDN (route point).

7

From the Call Type list, select Open Queue Local if you want to use the Open Queue CDN (route point) for local calls or select Open Queue Network if you want to use the Open Queue CDN (route point) for network calls. Tip: You must enable the networking option if you want to use the Open Queue CDN (route point) for network calls.

8

Click in any other row of the table. The system adds the Open Queue CDN (route point), and Not Acquired appears in the Status column.

Acquiring an Open Queue CDN (Route Point) After you add a CDN (route point) to Contact Center Manager Server, you must acquire it to enable the system to track calls terminated on it.

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In the Open Queue table of the CDNs (Route Points) window, select the Acquired check box in the row containing the Open Queue CDN (route point) that you want to acquire. Clear the Acquired check box to deacquire the Open Queue CDN (route point).

2

Click in any other row in the table to submit/save your action. Result: The system acquires or deacquires the Open Queue CDN (route point), and the status appears in the Status column. Tip: Click Refresh Status to view the current status of the acquisition or deacquisition.

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Step 11. Configure additional sample multimedia scripts Scripts for Contact Center Multimedia correctly route multimedia contacts. Sample scripts are provided in the scripting application. Nortel recommends that you integrate these sample scripts with your existing Contact Center Manager Server scripts so that multimedia contacts are routed correctly; however, you may need to customize the sample scripts. For more information about Multimedia scripts, see the Contact Center Scripting Guide. The sample scripts demonstrate the following functionality: „

queuing a contact to a multimedia skillset using the contact intrinsics %SKILLSET%SKILLSET and %PRIORITY%PRIORITY

„

queuing a contact to a multimedia agent using the contact intrinsics %AGENT%AGENT and %PRIORITY%PRIORITY

„

handling scheduled contacts that have a callback date and timeset using the contact intrinsics %DATE%DATE, %TIME%TIME and NEXTYEAR

„

queuing contacts that were pulled by an agent using the Agent Desktop using the contact intrinsic QUEUETYPE

The following sample scripts are included: „

c_Master_Handles_Multimedia—This script passes execution for multimedia contacts to the relevant primary script for the contact's type. Any necessary voice handling sections need to be added in the master script.

„

EM_Email_Primary—This primary script is executed for e-mail contacts. The script passes execution to the c_Scheduled_Contact_Handler script. Email contacts are pegged against this application in both historical reports and real-time displays.

„

OB_Outbound_Primary—This primary script is executed for outbound contacts. The script passes execution to the c_Scheduled_Contact_Handler script. Outbound contacts are pegged against this application in both historical reports and real-time displays.

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„

WC_Web_Primary—This primary script is executed for Web communications contacts. The script passes execution to the c_Scheduled_Contact_Handler script. Web communications contacts are pegged against this application in both historical reports and real-time displays.

„

c_Scheduled_Contact_Handler—This script waits the required number of seconds until the Callback Time and then passes execution to the c_Queue_Multimedia_Contact script.

„

c_Queue_Multimedia_Contact—This script checks if the contact is queued directly to an agent. If so, the script attempts to queue the contact to the agent. If the preferred agent is not logged in, the script queues the multimedia contact to its assigned skillset.

The variables required for the Multimedia script implementation are provided in the following table. Variable Name

Type

c_contact_type_email_gv

contact type global

item

Email

c_contact_type_outbound_gv

contact type global

item

Outbound

c_contact_type_voice_gv

contact type global

item

Voice

c_contact_type_web_gv

contact type global

item

Web_Communications

c_contact_type_video_gv

contact type global

item

Video

contact_cbdate_cv

Date

call

item

01/01

contact_cbtime_cv

Time

call

item

00:00

callback_nextyear_cv

String

call

n/a

NO

contact_agent_cv

AGENT_ID call

item

Any Agent

contact_priority_cv

PRIORITY

call

item

6

contact_skillset_cv

SKILLSET

call

item

Any Skillset

contact_queuetype_cv

String

call

n/a

NOQUEUE

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Scope

Class Default Value

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Importing sample scripts When you install Contact Center Manager Administration, the system automatically installs the sample scripts in the following folder on the Contact Center Manager Administration server: C:\Program Files\Nortel Networks\WClient\Server\SampleScripts where C: is the drive on which you installed Contact Center Manager Administration. You can use the sample Multimedia scripts in Contact Center Manager by importing them into either an existing script or a new script in the Scripting component. The Import command adds the text of the imported sample script at the end of any text in the current script. You can import a sample script into Contact Center Manager Administration in two ways: „

To import a sample script into an existing script, in the Script Manager, double-click the script into which you want to import the sample script. The script opens in the Script Editor.

„

To import a sample script into a new, blank script, right-click on the Script Manager folder and select New from the resulting menu. The Script Editor opens with a blank starting page.

To import a sample script 1

From the Contact Center Manager Administration Launchpad, click Scripting.

2

Right-click the Script Manager folder.

3

Click New. Result: The Script Editor window appears.

4

In the Script Editor, click File > Import. Result: The Import window appears.

5

Select the From Server option button, and then navigate to the location on the server where the sample scripts are stored.

6

Select the sample script that you want to import.

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Click Open. Result: The system adds the text of the sample script to the end of the current script, or to the place at which you put your cursor before importing the script.

What is next? Configure the Communication Control Toolkit resources. For more information, see Step 12. “Import additional agent phonesets to the TAPI database” on page 566.

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Section E: CCT server configuration

In this section Step 12. Import additional agent phonesets to the TAPI database

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Step 13. Import additional contact center users into CCT

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Step 14. Import additional terminals and addresses into CCT

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Step 15. Import additional Windows users into CCT

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Step 16. Import additional agent workstations into CCT

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Step 17. Map terminals to workstations (optional)

591

Step 18. Map additional users to the CCT resources

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Step 12. Import additional agent phonesets to the TAPI database Download information from the CS1000/Meridian 1 switch to the TAPI database.

Downloading information from the CS 1000/Meridian 1 switch Before you download information from the CS 1000/Meridian 1 switch, you must create a switch configuration information text file on the TAPI server. To create a switch configuration information text file Note: To complete these steps, ensure that a cable is connected from the server to the switch. 1

Open a text editor (such as Notepad).

2

Create a new text file called download.txt.

3

Save the download.txt file in the c:\Program Files\Nortel\CCT\TAPI\ directory on the Communication Control Toolkit server.

4

On the Start menu, choose All Programs > Accessories > Communications > HyperTerminal to connect to the CS 1000/Meridian1 switch from the Communication Control Toolkit server. Note: If HyperTerminal is not in the Communications menu, go to Start > Control Panel > Add or Remove Programs. Add HyperTerminal by selecting Add/Remove Windows Components, navigate to Accessories and Utilities, and click Details. Select Communications, and click Details. Select HyperTerminal, and click OK. HyperTerminal is installed

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from the Windows installation CD; therefore, the Windows installation CD must in the drive. Result: The following dialog box appears.

5

Enter the name for the connection. Result: The Connect To dialog box appears.

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In the Connect using list, choose COM1 or the COM port connected to the CS 1000/Meridian 1 switch. Result: The COM1 Properties dialog box appears.

7

Verify the information in this dialog box, make any necessary changes, and then click OK. Result: The HyperTerminal window appears.

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At the prompt, type login to log on to the switch. Enter the user ID and the password for the switch. Note: If the prompt is not present, continue to press Enter until the prompt appears.

9

On the Transfer menu, select Capture Text.

10

Browse to the download.txt file that you created earlier, and then click Start.

11

Enter the following commands in LD 20: „

At the logon prompt, type LD 20, and press Enter.

„

At the REQ: prompt, type PRT, and press Enter.

„

At the TYPE: prompt, type TNB, and press Enter.

„

At the TN: prompt, press Enter.

„

At the CDEN: prompt, press Enter.

„

At the CUST: prompt, type 0 (or customer number), and press Enter.

„

At the DATE: prompt, press Enter.

„

At the PAGE: prompt, press Enter.

„

At the DES prompt, press Enter.

Note: Downloading information from the CS 1000/Meridian 1 overlay can take a long time. Result: The commands are saved in LD 20. 12

To return to the prompt, enter **** (Shift + 8888) and press Enter.

13

Type logo, and then press Enter. Result: You are logged off from the CS 1000/Meridian 1 switch.

To convert the text file To convert the text file containing switch information, perform the following tasks in the Symposium TAPI Service Provider (SP) configuration application. Note: Download only the CDNs that you require for TAPI operation. If you download other CDNs, you must delete them after the download is complete.

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1

Select Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database.

2

If you are prompted, enter the customer number for the switch. Result: The configuration application dialog box appears.

3

Click Convert Text file. Result: The Open dialog box appears.

4

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Browse to the download.txt you created. For more information, see “To create a switch configuration information text file” on page 566.

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Click Open. Result: The Translator Status dialog box appears.

6

Click Start.

7

When the import process is complete, click OK. ATTENTION

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The conversion process adds all information downloaded from the CS 1000/Meridian 1 switch to the Symposium TAPI SP database. Some of this information can be unnecessary or inappropriate. For example, the CS 1000/Meridian 1 switch works on the assumption that IVR ports are analog. These ports must be set on the TN Table dialog box of the configuration application. You must delete downloaded CDNs that Symposium TAPI SP does not need to monitor. To perform these tasks, navigate to Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database. Click the Meridian 1 Host tab. Click the TN Table button.

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Verifying the agent phonesets are imported correctly to the TAPI database 1

Select Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database.

2

Click the Meridian 1 Host tab.

3

Click TN Table. Result: The Line Devices window appears.

4

Ensure that the required TNs for the agent phonesets are imported correctly to the TN table. If you need to manually add a TN that was not imported, perform the following steps: a. Click Add Line. Result: The Add a Terminal Number Record dialog box appears.

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b. Type the Loop, Shelf, Card, and Unit numbers that identify the physical location on the CS 1000/Meridian 1 switch of the TN you are adding. c. Click OK. Result: The new TN is added to the TN table. d. To add a new DN, click Add DN. Result: The DN Properties dialog box appears.

e. In the Position ID, type the position ID of the set. f.

In the DN Type box, choose ACD.

g. In the Key # box, enter 0. h. Click OK. Result: The information is saved to the DN table and to the TN table. i.

Select the same line number to which you just added the position ID.

j.

Click Add DN. Result: The DN Properties dialog box appears.

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k. In the Directory box, enter the directory number for the SCR DN. l.

In the DN Type box, choose SCR.

m. In the Key # box, enter 3.

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5

Click OK to exit the TN table.

6

Click OK.

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Step 13. Import additional contact center users into CCT This section describes importing contact center users configured in Contact Center Manager Administration to the Communication Control Toolkit server. Importing multiple resources is more reliable than adding the individual resources one at a time. You must ensure that all of the agents you configured are imported to the Communication Control Toolkit server. Before importing Contact Center users, you must: „

enable the Open Queue feature on Contact Center Manager Server

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configure the Communication Control Toolkit server using the NCCT 6.0 Console

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enable the Contact Management Framework

Importing Contact Center users 1

Make sure that the following Control Communication Toolkit server services are stopped: „

NCCT Server

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NCCT TAPI Connector Service (if installed)

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Nortel MPS Manager (if installed)

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Nortel RSH Daemon (if installed)

To stop these services: a. Click Start > Administrative Tools > Services. b. Right-click each service, and then click Stop. c. Close the Services window. 2

Close the NCCT 6.0 Console.

3

Restart the Data Access Layer service. a. Click Start > Administrative Tools > Services. b. Right-click Data Access Layer service, and then click Restart.

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c. Close the Services window. 4

Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.

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On the NCCT 6.0 Console, expand NCCT Admin and click Importing Tools. Result: The available Importing Tools appear.

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Double-click Import Contact Center Users. Result: The Import Contact Center Users Properties window appears.

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Select a Contact Center user from the Available Contact Center Users list and click Add; or click Add All to import all available Contact Center users.

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Click OK. Result: You are prompted with a notification that all selected users are imported.

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Click OK.

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Step 14. Import additional terminals and addresses into CCT To avoid errors, Nortel recommends that you import resources rather than add them individually. You can add multiple addresses and terminals from TAPI SP using the Import M1 TSP Data tool.

Importing multiple addresses and terminals 1

Make sure that the following Control Communication Toolkit server services are stopped: „

NCCT Server

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NCCT TAPI Connector Service (if installed)

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Nortel MPS Manager (if installed)

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Nortel RSH Daemon (if installed)

To stop these services: a. Click Start > Administrative Tools > Services. b. Right-click each service, and then click Stop. c. Close the Services window. 2

Close the NCCT 6.0 Console.

3

Restart the Data Access Layer Service. a. Click Start > Administrative Tools > Services. b. Right-click Data Access Layer service, and then click Restart. c. Close the Services window.

4

Log on to the Communication Control Toolkit server.

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Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.

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Expand NCCT Admin and select Importing Tools. Result: The available Importing Tools appear in the right pane of the console.

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Double-click Import M1 TSP Data. Result: The Import M1 TSP Data Properties dialog box appears.

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Click Browse. Result: The available terminals and addresses in the TAPI Service Provider for M1 database appear.

Note: No selection is possible; you must import all available terminals and addresses to ensure that all terminals are imported with their associated addresses and vice versa. 9

Click Apply. Result: The Importing from M1 dialog box appears.

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Click OK. Result: The M1 Database is imported.

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Step 15. Import additional Windows users into CCT You can import Windows users from the from the Communication Control Toolkit 6.0 server and the local domain using the Import Windows Users tool. A Communication Control Toolkit user is a logical representation of a Microsoft Windows user. If you do not want to import Windows users, skip this step and continue on to Step 16. “Import additional agent workstations into CCT” on page 587. Some considerations for importing users from a domain. „

If you import users from a domain, the Communication Control Toolkit user must be logged on to the specified domain.

„

If you import domain users configured using the domain.companyname.com format, the utility imports the user in the format domainname\username.

„

If you import users from a domain, the Communication Control Toolkit administrator must be logged on to the server using a domain user account that is also a local administrator account on the Communication Control Toolkit server.

To import Windows users 1

Log on to the Communication Control Toolkit server.

2

Make sure that the following Control Communication Toolkit server services are stopped: „

NCCT Server

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NCCT TAPI Connector Service (if installed)

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Nortel MPS Service (if installed)

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Nortel RSH Daemon (if installed)

To stop the services a. Click Start > Administrative Tools > Services. b. Right-click each service, and then click Stop. 584

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c. Close the Services window 3

Close the NCCT 6.0 Console.

4

Restart the Data Access Layer Service. a. Click Start > Administrative Tools > Services. b. Right-click the NCCT Data Access Layer service, and then click Restart. Result: The service is restarted. c. Close the Services window.

5

Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.

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Expand NCCT Admin.

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Click Importing Tools. Result: The available Importing Tools appear.

8

Double-click Import Windows Users.

9

In the Location box, select the domain or server in which you want to look for Windows users. You can import CCT Server users, CCT Domain users, or by selecting CCT server in the Location box. To import Windows users from the CCT Server, perform the following: a. In the Location box, select the CCT server from which you want to import users. b. In the Object Type box, select the group of users you want to display. You can look for all users, a particular user name, a last name, or a first name. You can select one of the following: Find All Users—find all Windows user accounts on the CCT server. User Name—find all Windows user accounts where the user name or logon ID matches or contains the value in the Object Name box. Last Name—find all Windows user accounts where the last name matches or contains the value in the Object Name box. First Name—find all Windows user accounts where the first name matches or contains the value in the Object Name box.

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c. In the Object Name box, type the text you are using in a search for User Name, Last Name or First Name search. d. Click Find Now. To import Windows users from the CCT domain, perform the following: a. In the Location box, select the CCT Domain from which you want to import users. b. In the Object Type box, select the group of users you want to display. You can select one of the following: Find All Users—find all Windows user accounts on the CCT server. User Name—find all Windows user accounts where the user name or logon ID matches or contains the value in the Object Name box. Last Name—find all Windows user accounts where the last name matches or contains the value in the Object Name box. First Name—find all Windows user accounts where the first name matches or contains the value in the Object Name box. User Group Name—find all Windows user accounts where the user group name matches or contains the value in the Object Name box. Organizational Name—find all Windows user accounts where the organization name matches or contains the value in the Object Name box. c. In the Object Name box, type the text you are using in a search for User Name, Last Name, First Name, User Group Name, or Organizational Name search. d. Click Find Now. Result: The Windows users appear in the Search Results list. 10

In the Search Results box, select the Windows users you want to import. To select multiple users, press the CTRL key while you are selecting each user. To select all Windows users, click Add All.

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Click Add. Result: The selected users appear under Selected Users.

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Click Apply.

13

Click OK.

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Step 16. Import additional agent workstations into CCT You can import workstations from the local domain using the Import Workstations tool. Note: If the Communication Control Toolkit server is on a stand-alone server in a workgroup, then there are no other workstations to import.

Importing local workstations 1

Make sure that the following Control Communication Toolkit server services are stopped: „

NCCT Server

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NCCT TAPI Connector Service (if installed)

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Nortel MPS Manager (if installed)

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Nortel RSH Daemon (if installed)

To stop these services: a. Click Start > Administrative Tools > Services. b. Right-click each service, and then click Stop. c. Close the Services window. 2

Close the NCCT 6.0 Console.

3

Restart the Data Access Layer Service. a. Click Start > Administrative Tools > Services. b. Right-click Data Access Layer service, and then click Restart. c. Close the Services window.

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Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.

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On the NCCT 6.0 Console, expand NCCT Admin, and click Importing Tools. Result: The available Importing Tools appear in the right pane of the console.

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Double-click Import Work Stations. Note: If the Communication Control Toolkit server is in a workgroup on a stand-alone server, then there are no available workstations to import. Result: The Import Work Stations Properties dialog box appears.

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Press the CTRL key, and select the workstations.

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Click Add. Result: The required workstations are added to the Selected Workstations list.

9

Click OK. Result: The selected workstations are imported into the Communication Control Toolkit database.

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Step 17. Map terminals to workstations (optional) If you want to have a one-to-one mapping between terminals and workstations, perform this step. Proper configuration for hotdesking Contact Center Agent Desktop applications requires that each terminal is mapped to only one workstation in Communication Control Toolkit.

Mapping a terminal to a workstation 1

On the NCCT 6.0 Console, click Terminals. Result: The Terminals folder on the console is selected.

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Double-click the terminal to configure. Result: The New Terminal Properties dialog box appears.

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Click the Workstation Maps tab. Result: The Workstation Maps page appears.

4

Select the appropriate workstations in Available WorkStations.

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Click Add to move the selected workstation to the Mapped WorkStation box. Result: The workstation appears in the Mapped WorkStation box.

6

Click OK. Result: The workstation is mapped to the terminal.

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Step 18. Map additional users to the CCT resources Before you map a configured user to another Communication Control Toolkit resource, you must first make sure that the other resource exists and that it is configured correctly. Note: You are not required to map terminals to agents if the agents handle only e-mail contacts. Map Contact Center users to Windows users, so that the Windows users have access to the contact center software functionality. For example, when Contact Center Agent Desktop is deployed, mapping a Contact Center user to a Windows user identifies the Agent ID assigned to the user in Contact Center Manager Administration. Map Windows users to terminals or addresses to assign a communication point to the Contact Center user, or agent, to handle contacts. For example, when CCT identifies an incoming call is destined for a specific user, because the terminals and addresses are mapped to the Windows user, CCT rings the correct terminal/ extension where the Windows user is working

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Mapping a user to an address and address groups 1

On the NCCT 6.0 Console, select Users. Result: The Users folder on the console is selected.

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Double-click the user to configure. Result: The User Properties dialog box appears.

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Click the Address Maps tab. Result: The Address Maps page appears.

4

Select the appropriate addresses and address groups from Available Addresses and Address Groups.

5

Click Add to move the selected Addresses and Address Groups to the Mapped Addresses and Address Groups list.

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Click OK. Result: The addresses and address groups are mapped to the current user.

Mapping a user to a terminal and terminal group 1

On the NCCT 6.0 Console, select Users. Result: The Users folder on the console is selected.

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Double-click the user you want to configure. Result: The New User Properties dialog box appears.

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Click the Terminal Maps tab. Result: The Terminal Maps page appears.

4

Select the appropriate terminal and terminal group from those in Available Terminals and Terminal Groups.

5

Click Add to move the selected terminals and terminal groups to the Mapped Terminals and Terminal Groups list.

6

Click OK. Result: The terminals and terminal groups are mapped to the current user.

Mapping a User to a Contact Center user and Contact Center user group 1

On the NCCT 6.0 Console, select Users. Result: The Users folder on the console is selected.

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Double-click the user you want to configure. Result: The User Properties dialog box appears.

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Click the Agent Maps tab. Result: The Agent Maps page appears.

4

Select the appropriate contact center users and contact center user groups from those in Available Agents and Agent Groups.

5

Click Add to move the selected contact center users and contact center user groups to the Mapped Agents and Agent Groups list.

6

Click OK. Result: The contact center users and contact center user groups are mapped to the current user.

What is next? Log on to the Contact Center Multimedia Administrator application to begin configuring the outbound, e-mail, or Web communications information required, based on your license. Go to Step 19. “Understand the new contact types” on page 604.

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Section F: Contact type configuration

In this section Step 19. Understand the new contact types

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Step 20. Log on to the Multimedia Administrator

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Step 21. Start the configuration tool

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Step 22. Update the E-mail Manager service

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Step 19. Understand the new contact types You can use the Multimedia Administrator to configure the contact types in the Contact Center Multimedia/Outbound component of Contact Center, including outbound, e-mail, and Web communications. The Operations and Administration Maintenance (OAM) service retrieves information about skillsets, route points, and agents from the Contact Center Manager server, and provides the data to the Multimedia Administrator to configure Multimedia properties for skillset and agents. You can use the Contact Center Manager Administrator to create skillsets and route points. For more information about creating skillsets and route points, see the Contact Center Manager Administrator’s Guide.

Configuring the outbound contacts Use the Outbound Campaign Management Tool to create, modify, and monitor outbound campaigns. An outbound campaign is a series of outbound calls for one specific purpose, for example, a customer survey or a sales promotion. You can configure a maximum of 20 outbound campaigns with 2500 contacts in each campaign. Only one step is required to configure outbound contacts: configure the route points for all outbound skillsets.

Configuring the E-Mail Manager Use the E-Mail Manager to communicate with customers over the internet. Customers communicate using their e-mail client application to receive an email response from the agent. The E-mail Manager provides the following functionality: „

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the ability of the contact center to receive e-mail requests from multiple mailboxes and multiple servers for presentation to agents as multimedia contacts

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„

intelligent routing of e-mail to deliver each e-mail message to the agent who has the subject knowledge to respond, send an auto-response, or close the contact

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an Agent Desktop interface for agents to respond efficiently to customers without need for a desktop e-mail client

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easy referencing of the thread of conversation between the customer and the agent

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the ability to select a contact type based on the e-mail message and attachments received, such as text messages (SMS), voice mail, or fax messages

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the ability to handle contacts using one method when the contact center is open and another method when the contact center is closed

Some steps are required to configure the E-mail Manager: configure the skillsets, setup the servers, and configure the default rules for a recipient mailbox.

Configuring the Web Communications Manager Use the Web Communications Manager to communicate with customers over the Internet. Agents and customers directly communicate in real time by conducting a two-way conversation by exchanging text messages using Javascript- and frame-compliant Web browsers. The Web Communications Manager provides the following functionality: „

intelligent routing of customer communications to the agent who has the subject knowledge to respond

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an Agent Desktop interface for agents to respond efficiently to customers

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easy referencing of the thread of conversation between the customer and the agent in a text chat session

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an optional customer-centered multimedia presentation to the customer’s browser while the customer waits for an agent

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push Web pages to the other party during conversations for discussions

Some steps are required to configure the Web Communications Manager: configure the skillsets, and configure the Web server.

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Some definitions to know The following is a list of definitions that you need to understand before configuring the contact types in Contact Center Multimedia/Outbound.

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A skillset is a label applied to a set of skills, capabilities, or knowledge that an agent requires to respond to a given request. The skillsets are retrieved from the Contact Center Manager database. You must select a route point for a skillset used to route outbound contacts.

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A route point is a location on the open queue that queues incoming calls to and runs through a script on the Contact Center Manager Server.

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An auto-response is an e-mail message sent to a customer with no agent interaction. An auto-response can be an intelligent response, such as a sales promotion flyer, or an acknowledgement, such as “We received your e-mail and will respond to you within three days.”

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A recipient mailbox is a container on the e-mail server that hold e-mail messages. Standard mailboxes are monitored by the Contact Center E-mail Manager, which routes the e-mail to an agent or group of agents (skillset) based on an analytical search of the sender address, the recipient address, the subject and body of an e-mail for predetermined keywords, or a combination of these. The e-mail server must be compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP). Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e-mail retrieval. Basic authentication passes the mailbox user and password in clear text to the email server. You can increase your security by adding Secure Socket Layer (SSL) encryption. For more information about SSL encryption, see “Enable SSL on the E-mail Manager” on page 1281.

„

An e-mail alias is not a real e-mail account; an alias is an address that forwards all e-mail messages it receives to another e-mail account. For example, the mailbox [email protected] can have the aliases [email protected] and [email protected]. E-mail addressed to either of these aliases are forwarded to the [email protected] mailbox. The Email Manager routes the e-mail messages according to the rules based on the alias mailboxes. Aliases can be useful to filter e-mail messages. For example, you can define an alias for a short promotional period after which e-mail messages that arrive at that alias are discarded. Contact Center Multimedia/Outbound

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A text chat session is a two-way conversation between an agent and a customer. The exchange of messages is private to the customer and agent.

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Web-on-hold is a set of Web pages that appear in a customer Web browser while the customer waits for an agent to answer the contact.

„

A page push is the ability of an agent or a customer to send a URL to the other party.

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Step 20. Log on to the Multimedia Administrator The first time you log on to the Multimedia Administrator, use the following: „

Username: SysAdmin

„

Password: _ _ccmm!

Nortel recommends that you change the default administrator password after you finish configuring the multimedia contact types.

Logging on to the Multimedia Administrator

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1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

Type your user ID and password.

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Click OK. The Contact Center Multimedia/Outbound Administrator window appears.

I 4

To log off the Multimedia Administrator, click File > Exit.

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Step 21. Start the configuration tool After you log on to the Multimedia Administrator application, you can immediately begin to configure the contact types. This section shows you how to configure all of the contact types. You can follow all of the steps to ensure that your Contact Center is fully configured. 1

On the Utilities menu of the Multimedia Administrator, click Getting Started. Result: The Getting Started window appears.

Note: The line below the title of the Getting Started window shows your current license.The procedures in this chapter assume that you have user licenses for contacts of type outbound (OB_), e-mail (EM_), and Web communications (WC_). Your licensing can be different.

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Click Begin. Result: The Skillset Settings window appears.

Configuring skillsets You must configure route points for all skillsets you use for multimedia contacts. You must configure at least one skillset for each contact type for which you are licensed. „

Voice skillsets are prefixed by VO_ or do not contain a prefix.

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E-mail skillsets are prefixed by EM_. You can also configure an optional autoresponse for an e-mail skillset that is used to respond immediately to an e-mail message from a customer.

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Outbound skillsets are prefixed with OB_.

„

Web Communication skillsets are prefixed with WC_.

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1

Select the first skillset you use to route multimedia contacts.

2

Click Edit.

If you edit a skillset for outbound contacts or Web communications, the Edit Skillset window appears:

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3

In the Route Point list, select the route point that you want to assign to the skillset.

4

Click Save. Result: The Edit Skillset window closes. In the Skillset Settings window, the configured route point appears next to the skillset.

5

Repeat steps 1–4 for each skillset required. You must configure at least one skillset for each contact type you are licensed to use (e-mail [EM], voice [VI], Web communications [WC], outbound [OB]).

6

When all skillsets are configured, click Close to close the Skillset Settings window.

Click OK, and begin the contact configuration using the Getting Started window again.

What is next? If you have only Outbound contacts licensed, your required configuration in the Multimedia Administrator application is complete. Note: You can configure other settings, such as the Outbound Scheduler. For more information about the Outbound Scheduler, see the Multimedia Administrator online Help. If you are licensed for e-mail messages or Web communications, the Server Configuration window appears and you can continue configuring your requirements for the E-mail Manager or the Web Communications Manager.

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Configuring the e-mail servers You must configure the following: „

An inbound server (POP3) for e-mail messages received by the contact center

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An outbound server (SMTP) for e-mail messages sent by the contact center

Note: If you configured the e-mail servers during installation, then skip this step. You can configure primary and secondary e-mail servers. If your system cannot log on to a mailbox, the E-mail Manager attempts to connect to the secondary POP3 host. Likewise, if an SMTP connection attempt fails, the secondary SMTP host is used. If e-mail is duplicated in both the primary and secondary e-mail servers, and a failure of the primary server occurs, the e-mail retrieved from the secondary e-mail server is duplicated in the Multimedia database when the primary server is restored. Note: You must ensure that the primary and secondary servers are configured with identical mailbox names, passwords, and SMTP authentication settings (if applicable).

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You can configure additional e-mail servers. For information about configuring additional servers, see the Multimedia Administrator online Help. To configure the inbound mail server 1

In the Server Settings window, double-click Inbound Mail Server (POP3). Result: The E-mail Server Properties window appears.

2

Enter the following information: Primary Hostname: Type the name of the server that receives e-mail messages. Server Type: For inbound e-mail servers, select POP3. Port Number: Type the port number for the e-mail server. Secondary Hostname: If you have a backup e-mail server, provide a hostname for the backup server.

3

Click Save. Result: The E-mail Server Properties window closes.

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To configure the outbound mail server 1

In the Server Settings window, double-click Outbound Mail Server (SMTP). Result: The E-mail Server Properties window appears.

2

Enter the following information: Primary Hostname: Type the name of the server that sends e-mail messages. Server Type: For outbound mail servers, select SMTP. Port Number: Type the port number for the e-mail server. Secondary Hostname: If you have a backup e-mail server, provide a hostname for the backup server.

3

Under Security, select the SMTP Authentication, if required, for your outbound E-mail Server. Note: SMTP Authentication must be enabled on the e-mail server. On the Multimedia E-mail Manager, the SMTP service must authenticate itself with the correct user name and password before e-mail is sent. SMTP authentication is required if you are using aliases.

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Click Save. Result: The E-mail Server Properties window closes. If you are licensed for Web Communications, the External Web Server Properties window appears. If you are not licensed for Web Communications, the New Recipient window appears.

Configuring the external Web server If you are not licensed for Web communications contacts, continue with “Creating a recipient mailbox” on page 619. Initially, the external Web server is the server that you use for developing one or two Web pages for your corporate Web site. You can use the development server configuration for development and testing. When you are ready to move the Web pages to the production Web server that is accessed by your customers, you must change the name of the external Web server. For more information about installing the external Web server, see Chapter 3, “Installing and configuring the external Web server.” To configure the external Web server 1

In the Server Settings window, double-click External Web Server (HTTP). Result: The Server Properties window appears.

2

Enter the following information: Server Name: Type the name of the external Web server. Server Port: Type the port number for the external Web server.

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Click Save. Result: The Server Properties window closes.

4

Click Close. Result: The New Recipient window appears.

What is next? If you have only Web communications contacts licensed, your required configuration in the Multimedia Administrator application is complete. Note: You can configure optional settings for Web communications contacts, such as the Web-on-hold Hurls and autophrases. For more information about the optional Web communications contact configurations, see Chapter 12, “Configuring Web communications settings.”

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If you are licensed for e-mail messages, the New Recipient window appears and you can continue configuring your requirements for the E-mail Manager.

Creating a recipient mailbox Contact Center Multimedia/Outbound polls specific recipient mailboxes on the e-mail server based on a list of mailboxes defined in the Multimedia Administrator recipients list. The e-mail retrieved from these mailboxes is routed based on defined rules that can are applied to either enabled or alias mailboxes. You must ensure that any enabled e-mail address that you want to configure in the E-mail Manager is already configured on your corporate e-mail server. For example, the mailbox [email protected] can have the aliases [email protected] and [email protected]. E-mail messages addressed to either of these aliases are forwarded to the [email protected] mailbox. The treatment of the two aliases can be different, because the routing rules are based on the aliases. In Contact Center Multimedia, you must configure all enabled and alias mailboxes. In this example, you must configured the enabled recipient mailbox, [email protected], and the alias mailboxes, [email protected] and [email protected]. To create a recipient mailbox Mailbox names are case-sensitive. You must type the mailbox name exactly as it appears on your e-mail server. 1

On the New Recipient window, in the Mailbox Name box, type the name of a mailbox set up the e-mail server. Note: If the Contact Center Multimedia/Outbound server is not in the same domain as the e-mail server, you must also include the domain. Include the domain in the format domain\user (Windows 2000) or user@domain (postWindows 2000) in the Mailbox Name box. Example: To enter the e-mail address [email protected], in the Mailbox Name box, type sales, and in the E-mail Domain box, type nortel.com. Example: To enter the e-mail address [email protected], in the Mailbox Name box, type europe\sales or [email protected], and in the E-mail Domain box, type europe.nortel.com.

2

In the E-mail Domain box, type the domain for your e-mail server.

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In the Password box, enter the password for the mailbox. Attention: When you change a password on the e-mail server, you must update this password in the Multimedia Administrator.

4

In the Confirm box, type the same password you typed in the Password box.

5

In the Display Name box, type the name you want to appear in the e-mail From address (for example, Sales Department).

6

In the POP3 Server box, ensure that the host name of your POP3 server is selected.

7

In the SMTP Server box, ensure that the host name of your SMTP server is selected.

8

Select the Enabled or Alias option. „

Select the Enabled option to include the e-mail mailbox in the set of mailboxes from which incoming e-mail is retrieved.

„

Select the Alias option to configure this mailbox as an alias. The address of an alias can be used in rules configuration and outbox mapping, but a recipient box configured as an alias address not contain e-mail.

9

In the Process Up to box, enter the maximum number of e-mail messages the mailbox can accept every time it scans the database. You can enter a different value for this variable for each mailbox. The default value is 10.

10

Select the Use alternative username for SMTP Authentication box if you are configuring an inbox as an alias. If SMTP authentication is enabled on your E-mail Server, and you are using aliases, you log on to the SMTP server with a different user name.

11

In the Username box, type the SMTP server logon name. Note: You can have mailboxes on multiple e-mail servers. You can have multiple e-mail servers for e-mail or fax messages, load balancing, and managing e-mail subtypes. Each e-mail server is polled for the mailboxes that it hosts. Configure additional e-mail servers using the Server Configuration window and procedure described in “Configuring the e-mail servers” on page 614.

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Click Save. Result: The System Default Rule window appears. Note: The New Recipient box is still open for your reference.

Modifying the system default rule The system default rule is used one of two ways: 1.

If the e-mail message has an address that matches a recipient mailbox configured in the E-mail Manager, it is used as a template for the last rule in the recipient mailbox. It ensures that an e-mail addressed to the recipient is assigned to a skillset, if it matches no other regular user-defined rules.

2.

If the e-mail message has an address that does not match a recipient mailbox configured in the E-mail Manager, the system default rule is used to assign the e-mail to a skillset.

To modify the system default rule, you must select a route point for the default skillset. You can configure the other properties of the rule, including the skillset used for routing the e-mail.

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When you create a recipient mailbox, the system default rule is copied as the last regular rule into the list of rules for the recipient mailbox. The Default rule ensures that all contacts received by the mailbox are assigned a skillset. CAUTION Risk of routing failure .

The intention of the system default rule is to route all contacts that do not match any other rules. If you change the properties of the rule, you affect the behavior of the system default rule, which affects all recipient mailboxes you configure in the E-mail Manager. If an administrator deletes the skillset associated with a default rule, the default skillset, EM_Default_Skillset, is used as a substitute. If an administrator deletes the EM_Default_Skillset, the system stops processing e-mail messages.

The default settings for the system default rule are: „

use the e-mail default skillset, EM_Default_Skillset

„

use no auto-response

„

assign priority 3 (medium high)

Note: If you did not configure the route points for all of the skillsets, you must configure the route points for the skillset you assign to the system default rule. For more information, see “Configuring skillsets” on page 611. To modify the system default rule 1

From the Skillset list, select a skillset name. You can accept the current default.To select the route point for the skillset, perform the following steps: a. Click Properties to open the skillset properties to change the route point. Result: The Edit Skillset window appears.

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b. In the Route Point list, select a different route point. c. Under Auto-Signature, type an auto-signature (optional). The autosignature is text appended to each e-mail message sent from the contact center in addition to the agent message. The text in the autosignature contains corporate disclaimer information and must be in fixed-width font. The auto-signature appears in an e-mail message after any personal signature, which is configured in the Agent Desktop application. d. Click Save. Result: The Edit Skillset window closes. 2

To change the auto-response settings, under Select Optional AutoResponses, select another auto-response from the list. For more information about auto-responses, see the online Help.

3

To change the priority, under Select Priority, select a different priority for the contact. For more information about priorities, see the Multimedia Administrator online Help.

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Click Save. Result: The System Delivery Failure Rule window appears.

Modifying the system delivery failure rule The system delivery failure rule is used for one of two purposes: 1.

If the e-mail message has an address that matches a recipient mailbox configured in the E-mail Manager, the system delivery failure rule is used as a template for the first rule applied in all recipient mailboxes. It ensures that an e-mail message that contains particular phrases, such as undeliverable, are not routed to agents.

2.

If the e-mail message has an address that does not match a recipient mailbox configured in the E-mail Manager, the system delivery failure rule deletes the e-mail message if it contains particular phrases, such as undeliverable.

To modify the system delivery failure rule, you must select a route point for the default skillset. You can configure the other properties of the rule, including the skillset used for routing the e-mail.

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When you create a recipient mailbox, the system delivery failure rule is copied as the first regular rule into list of rules for the recipient mailbox. By default, the following keywords are used in the Delivery failure keywords keyword group: „

Delivery Failure

„

Undeliverable

„

Returned mail

„

Unknown Recipient

„

Delivery Report

You can add words to the default keyword list, but do so with caution. Words in different contexts (such as unknown) in the keyword list for the delivery failure rule can cause valid e-mail to be routed as undeliverable. In this case, use specific phrases instead of individual words. When you create a mailbox, it is automatically assigned a delivery failure rule, which is copied from the system delivery failure rule. CAUTION Risk of routing failure .

The intention of the delivery failure rule is to route undeliverable contacts. If you change the properties of the rule, you affect the behavior of the system delivery failure rule, which affects all recipient mailboxes you configure in the E-mail Manager. If the skillset associated with a system delivery failure rule is deleted, the default skillset, EM_Default_Skillset is used as a substitute. If the EM_Default_Skillset is deleted, the system stops processing e-mail messages.

The default settings for the system delivery failure rule are: „

use the e-mail default skillset, EM_Default _Skillset

„

use keyword group delivery failure keywords

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assign priority 6 (lowest)

Note: If you did not configure the route points for all of the skillsets, you must configure the route point for the skillset for the system delivery failure rule. See “Configuring skillsets” on page 611. Note: You cannot use an auto-response for a delivery failure rule. To modify the system delivery failure rule 1

Select a skillset name from the list. You can accept the current default. To change the route point for the skillset, perform the following steps: a. Click Properties to open the skillset properties to change the route point. Result: The Edit Skillset window opens. b. In the Route Point list, select a different route point. c. Below Auto-Signature, type an auto-signature (optional). The autosignature is text appended to each e-mail message sent from the contact center in addition to the agent message. The text in the autosignature contains contain corporate disclaimer information and must be in fixed-width font. The auto-signature appears in an e-mail message after any personal signature, which is configured in the Agent Desktop application. d. Click Save. Result: The Edit Skillset window closes.

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2

To change the keyword group, under Select Keyword Group, select an existing keyword group from the list. For more information about keyword groups, see the online Help.

3

To change the priority, under Select Priority, select a different priority from the list for the contact. For more information about priorities, see the online Help.

4

Select the check box This Rule will close the Contact if you want the rule to close the contact.

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Click Save. Result: The System Delivery Failure Rule window and the New Recipient windows close. The Rules window appears.

Viewing the sequence and status of the rules 1

In the Rules window, review the rule summary. Note: The legend at the bottom of the window explains the symbols next to the rule names.

2

Click Close. Result: A confirmation message appears:

3

Click OK.

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Click OK to close the Getting Started window. You can return to the Getting started window at any time: On the Utilities menu of the Multimedia Administrator, click Getting Started.

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Step 22. Update the E-mail Manager service The following Contact Center Multimedia services are installed with the Multimedia server software: „

CCMM E-mail Manager

„

CCMM License Manager

„

CCMM Manager Client

„

CCMM OAM

„

CCMM Outbound Scheduler

„

CCMM Starter

The CCMM License Manager and the CCMM Starter services automatically start if the Contact Center Multimedia server software is installed successfully. The CCMM License Manager service ensures a valid license exists for the Multimedia server. The CCMM Starter service then starts the remaining services, except the CCMM E-mail Manager service. You must configure and start the CCMM E-mail Manager service.

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Verifying the License Manager and Starter services are started 1

On the Windows Start menu, click All Programs > Administrative Tools > Services.

2

Next to CCMM License Service, verify that the Status is Started and the Startup Type is Automatic.

3

Next to CCMM Starter Service, verify that the Status is Started and the Startup Type is Automatic.

4

Verify that the following services are started: „

CCMM Manager Client

„

CCMM OAM service

„

CCMM Outbound Scheduler

If a service is not started, In the Windows Services Control Panel, rightclick the service name, and then click Start.

Configuring the E-mail Manager service The E-mail Manager service, if the e-mail feature is licensed in your contact center, is started by the CCMM Starter service. You must ensure that the E-mail Manager service is configured to start manually.

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1

On the Windows Start menu, click All Programs > Administrative Tools > Services.

2

Select the CCMM E-mail Manager service.

3

Right-click on the service, and select Properties. Result: The Service Properties window appears.

4

In the Startup Type list, select Manual.

5

Click Apply.

6

Click OK.

Starting the E-mail Manager service 1

In the Windows Services Control Panel, right-click CCMM E-mail Manager service, and then click Start.

2

Close the Windows Services Control Panel.

What is next? If your new license includes Web communications, it is time to install the external Web server software. Move to your external Web development server to install the external Web software and sample Web customer interface (CI). For more information, continue with Step 24. “Install the external Web server software” on page 635. If your new license does not include Web communications, finish configuring the Administrators, and then begin running the client applications. For more information, continue with “Configure hotdesking (optional)” on page 646.

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Section G: Installing the external Web server

In this section Step 23. Check the prerequisites for the Web server

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Step 24. Install the external Web server software

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Step 25. Configure your Web server

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Step 23. Check the prerequisites for the Web server This section describes how to install the sample customer interface on a development Web server for the Contact Center 6.0 Multimedia application. ATTENTION

You must configure and install the Web server software on the server where you develop your Web interface: not on a server that is for production, nor the server where your Contact Center Multimedia software and database is installed.

Prerequisites Ensure you complete the following prerequisites before you install the external Web server software. Description

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Done

The Web server meets the minimum requirements for installing Apache Tomcat 5.5.

❑

The Web server is running Windows Server 2000, Windows 2000 Professional, Windows XP, or Windows Server 2003.

❑

The Apache Tomcat 5.5 Servlet engine is installed on the Web server. For more information and instructions for installing Apache Tomcat 5.5, see www.apache.org.

❑

The Nortel Contact Center DVD is available.

❑

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Step 24. Install the external Web server software Use the following steps to install the external Web server software on your development Web server. 1

Log on to the server using the Local Administrator user ID and password.

2

Insert the Nortel Contact Center Release 6.0 DVD into the DVD-ROM drive. Result: The Contact Center Welcome screen appears.

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Click Next. Result: The Contact Center License Agreement window appears.

4

Read and understand the terms of the license agreement. If you accept the terms of the license agreement, select I accept the terms in the license agreement, and then click Next. Result: The Contact Center Installation Configuration window appears.

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In the CCMM Server Name box, type the host name of the server where the Contact Center Multimedia server software is installed. Note: You must specify the name of the Contact Center Multimedia server.

6

In the SMTP Server Name box, type the host name of the Standard Mail Transfer Protocol (SMTP) server. Note: If you do not want to configure the SMTP server name at this time, you can configure the SMTP server name manually after the installation is complete. a. In your installation directory on the Web server, open webapps\CI_Sample_Website\WEB_INF. b. Open the file web.xml in a text editor, such as Notepad. c. Edit the string EMAILSERVER_HOSTNAME so that it contains the name of the e-mail server.

7

In the Configured CCMM Mailbox box, type the name of the mailbox configured in the Contact Center Multimedia Administrator application that you want to use for sending HTML forms. Note: If you do not want to configure the HTML forms at this time, you can configure the HTML forms manually after the installation is complete. a. In your installation directory on the Web server, open webapps\CI_Sample_Website\WEB_INF. b. Open the file web.xml in a text editor, such as Notepad. c. Edit the string HTML_FORM_TO_ADDRESS so that it contains the name of the mailbox.

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Click Next. Result: The InstallShield dialog box appears for the update.

9

View the installation location for your software, and then click Next. Note: You must accept the default installation location. Result: The Contact Center Installation Summary window appears.

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Review the details of the installation, and then click Install. Result: The following dialog box appears.

The Apache Tomcat services stop and restart automatically. The InstallShield Wizard Completed dialog box appears.

11

Click Finish.

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Step 25. Configure your Web server After you install the external Web server, you can use it to develop your custom Web site. Use the following steps to configure your production Web server. 1

Develop your own corporate Web interface using Appendix , “Using the Web communications customer interface,” as a reference.

2

Test your corporate Web interface. Ensure that you mapped your development Web server in the Multimedia Administrator application to test your Web site. For more information, see “Configuring the external Web server” on page 213.

3

After you develop and test your corporate Web interface, transfer your Web interface to the corporate or production server.

4

Map the production server in the Multimedia Administrator by doing the following: a. On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator. b. In the User ID box, type your user identification (for example, SysAdmin). c. In the Password box, type your password. Use a user ID and password with Administrator privileges. d. Click Login.

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e. In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia. f.

Expand General Administration.

g. Double-click Server Settings. Result: The Server Settings window appears.

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h. In the Server Settings window, double-click External Web Server (HTTP). Result: The Server Properties window appears.

i.

Enter the following information: Server Name: Type the name of the external Web server that customers can access for Web communications. Server Port: Type the port number for the external Web server that customers can access for Web communications.

j.

Click Save. Result: The Server Properties window closes.

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What is next? Finish configuring the Administrators, and then begin running the client applications. For more information, continue with Step 24. “Install the external Web server software” on page 635.

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Section H: Agent configuration

In this section Step 26. Configure hotdesking (optional)

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Step 27. Start the client applications

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Step 26. Configure hotdesking (optional) You can use hotdesking to configure your contact center so that an agent can sit at a different desk every day and log on to the Contact Center Agent Desktop. With hotdesking enabled and properly configured, when agents start the Contact Center Agent Desktop, they are automatically mapped to the relevant terminal and addresses without user intervention. Proper configuration for hotdesking Contact Center Agent Desktop applications requires that each terminal is mapped to only one workstation in Communication Control Toolkit. When hotdesking is also configured for a Citrix environment, agents are challenged with a dialog box asking them to enter a string that identifies their workstation. The string must be the same as the string that is configured as the workstation name in the Communication Control Toolkit configuration. You must configure the popup dialog in a Citrix environment. To configure hotdesking

646

1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

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3

Double-click Agent Desktop Configuration.

4

Under Hot-Desking, select the Enabled check box.

5

Click Save.

To configure the pop up window for a Citrix environment 1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

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3

Double-click Agent Desktop Configuration.

4

If you are working in a Citrix environment, select the Prompt for WorkStation check box.

5

Click Save.

Using hotdesking in the Contact Center Agent Desktop When working in a Citrix environment, if both hotdesking options are set to 1, then agents can enter a string that uniquely identifies their workstation. You must create the workstation name in the Communication Control Toolkit, and map a terminal to that workstation. For information about creating and mapping resources, see the Communication Control Toolkit Installation and Maintenance Guide.

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Step 27. Start the client applications You must complete the following tasks before you can start the client applications: „

Install and configure the Contact Center Multimedia server.

„

Install and configure Microsoft .Net Framework version 1.1 and service pack 1, and install the CCMM_Security_Policy file.

„

Configure the phonesets on the switch.

„

Configure the Multimedia server in the Contact Center Manager Administration.

„

Configure users, assign the correct access classes, and configure scripts in Contact Center Manager Administration.

„

Import and map users in the Communication Control Toolkit.

Now you are ready to start the client applications: the Contact Center Agent Desktop to handle telephone and multimedia contacts, and the Outbound Campaign Management Tool to configure outbound campaigns. Note: If you have a proxy server, you must ensure that your clients have access to the Agent Desktop URL on the Contact Center Multimedia server.

Starting the Contact Center Agent Desktop When you log on, you are available to handle all media types for which you are licensed (for example, voice, outbound, e-mail, and Web communications). If you are assigned to a skillset for a particular media, then you can receive and create contacts in that media.

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To start the Agent Desktop application 1

On a client, in Windows Explorer, or Internet Explorer, type http:// <Servername>/agentdesktop/CCAD.exe, where <Servername> is the name of the Multimedia server where the Agent Desktop interface is installed. Note: If you create a shortcut, you can start the application by clicking the Agent Desktop shortcut. Result: The Agent Desktop telephony toolbar appears.

2

Click Logged Out.

3

In the ID box, type your password. Your agent ID is based on the Communication Control Toolkit implementation for your contact center. Note: A password is required only if you are logging on to the Agent Desktop interface to handle multimedia contacts. If you are a multimedia agent, you must change your password after you log on. For information about changing your password, see the Contact Center Agent Desktop User’s Guide. Result: The system verifies your ID and logs you on to the Agent Desktop application. The Logged Out button changes to Logged In.

Prerequisites for starting the Outbound Campaign Management Tool You must complete the following tasks before you can start the client applications: „

Install and configure the Contact Center Multimedia server.

„

Install and configure Microsoft .Net Framework version 1.1 and service pack 1, and install the CCMM_Security_Policy file.

„

Configure the phonesets on the switch.

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„

Configure the Multimedia server in the Contact Center Manager Administration.

„

Configure users, assign the correct access classes, and configure scripts in Contact Center Manager Administration.

„

Import and map users in Communication Control Toolkit.

„

Ensure you have the user basic access rights to the Outbound component.

To assign user basic access rights to the Outbound component

652

1

Log on to the Contact Center Manager Administrator.

2

Click Access and Partition Management.

3

In the Access and Partition Management component, choose View/Edit > User Administration.

4

Select the user from the list in the system tree.

5

In the right pane, click Basic Access Rights.

6

Select the Outbound component.

7

Click Submit.

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Starting the Outbound Campaign Management Tool 1

On the Contact Center Manager Administration launchpad, click Outbound. Result: The Outbound window appears.

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On the left side of the Outbound window, click a Contact Center Multimedia server. Result: The Outbound Campaign Management Tool window appears.

See the Contact Center Manager Administrator’s Guide for more information about creating an outbound campaign.

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Migrating Contact Center 6.0 to a new server In this chapter Overview

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Section A: Source server requirements

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Section B: Preinstallation

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Section C: Installation

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Section D: Postinstallation

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Section E: Client configuration

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Section F: External component configuration

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Section G: Contact Center Manager server configuration

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Section H: CCMA server configuration

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Section I: CCT server configuration

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Section J: Contact type configuration

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Section K: Agent configuration

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Overview This chapter describes the procedures required to move your contact center data from one Contact Center Multimedia Release 6.0 server to a new server. Before you install the Contact Center Multimedia software on the new server, you must ensure your new hardware meets the specification of the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide.

What you need The following checklist contains the software and equipment you must have to upgrade Contact Center Multimedia/Outbound 6.0. Description

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Done

All tasks and procedures in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide are complete. You can get the latest copy of the this guide on Helmsman (www.nortel.com/helmsman).

❑

The Nortel Contact Center DVD is available.

❑

Contact Center Manager server is installed and operational for voice contacts. For more information, see the Contact Center Manager Server Installation and Maintenance Guide.

❑

The Contact Center Manager License Manager file is installed and operational for the contact types in your contact center. For more information, see Appendix B, “Feature licensing,” and the Contact Center Manager Server Installation and Maintenance Guide.

❑

Contact Center Manager Administration server is installed and operational for voice contacts. For more information, see the Contact Center Manager Administration Server Installation and Maintenance Guide

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Description

Done

Communications Control Toolkit server is installed and configured, and TAPI is configured. For more information, see the Communications Control Toolkit Installation and Maintenance Guide.

❑

The Installer’s Road map preinstallation checklist is completed and available for reference. You can get the latest copy of the Installer Road map from the Partner Information Center (www.nortel.com/pic).

❑

The Contact Center Manager server, the Contact Center Manager Administration server, and the Communication Control Toolkit server are on the same subnet and have good network connectivity.

❑

Timing Backing up the Multimedia database takes approximately 5 minutes for each 1 MB of data. Restoring the database takes approximately 5 minutes for each 1 MB of data. Preinstallation, installation, and post installation steps require approximately 20 minutes. Configuring the clients requires approximately 5 minutes per client. Configuring the contact types requires approximately 30 minutes, depending on the complexity of your contact center, and the types of contacts. Configuring the users for the Multimedia server requires approximately 30 minutes.

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Section A: Source server requirements

In this section Step 1. Back up your Contact Center Multimedia database

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Step 1. Back up your Contact Center Multimedia database Nortel recommends that you reduce the size of data in the Contact Center Multimedia database on the original server before you start the migration process to ensure that only relevant data is migrated. Perform the following tasks on the original database: „

In the last period of operation of the Contact Center Multimedia release 6.0 system, complete and close as many contacts as possible.

„

Archive all data that you do not want to migrate to the new database. For more information about archiving the current database, see Chapter 17, “Archiving and restoring data.”

„

Create a backup of the current Multimedia database and the attachments folders.

Shutting down the services Nortel recommends that you shut down all services except the License Manager, Database and Starter services while a backup is performed to eliminate exceptions. Shut down the services manually by following these steps:

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1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

2

Under each of the following services, click Stop. CCMM E-mail Manager CCMM Manager Client CCMM OAM CCMM Outbound Scheduler ATTENTION

3

Do not stop the License Manager, the CCMM Starter service, or the Caché Controller service.

Click Exit to close the CCMM Service Control window.

Creating the backup destination Back up the database to a file on a mapped drive on a network that is accessible by both the active Multimedia server and your new Standby server. On the network computer where you store the backup, you must do one of the following: Installation and Maintenance Guide

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ensure that your user account is in the same domain as the Contact Center Multimedia server, or

„

create a new user that is in the same domain as the Contact Center Multimedia server and log on as this new user

To back up your database on a mapped drive 1

On the network computer where you store the backup, do the following: a. Create a folder named Backup. b. Right-click the new folder, and then click Properties. c. Click the Sharing tab.

d. Select the Share this folder option. e. Add a description (optional). f.

Leave the User Limit at Maximum allowed.

g. Click Permissions. h. Click Add. i.

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Give full permissions to the account that you are using to connect to the Multimedia servers.

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j.

Click Apply.

k. Click OK. 2

Update the security properties for the user by performing the following steps: a. Click the Security tab. b. Click Add. c. Select the user account you are currently using. Give full permissions to the account that you are using to access the Multimedia servers. d. Click Apply. e. Click OK. f.

3

Click OK to close the Properties window.

On the Contact Center Multimedia server, map the shared folder. a. Start Windows Explorer. b. On the Tools menu, click Map Network Drive.

c. In the Drive box, select an unused drive letter. d. In the Folder box, type \\<Servername>\Backup, where <Servername> is the name of the server where you created the folder. Tip: If you created a user account specifically for mapping drives, you must select the Connect using a different user name check box before adding the mapped folder.

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Creating an immediate backup of the current Multimedia database Start the backup utility to configure an immediate backup. Define a location for the backup file on a tape or a mapped network drive. For more information about backing up files, see Chapter 16, “Maintaining the database.” It takes about 5 minutes to back up 1 GB of data from the Multimedia database. To back up the database 1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

Type your user ID and password. User ID: SysAdmin Password: _ _ccmm!

3

Expand Contact Center Multimedia/Outbound.

4

Expand Database Administration.

5

Double-click Backup/Restore Utility. Result: The CCMM Backup and Restore Utility window appears.

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Click Backup. Result: The Backup CCMM Database window appears.

7

Beside Backup to, select your backup location, Network or Tape.

8

In the Database box, review the file name for your backup file. To change the file name, click Browse, and then select the file name. IF

THEN

you are backing up to a network location

in the Database box, browse to X:\folder name on the network share\. For example, if the network drive is X, and the mapped folder is backup, and a subfolder is CCMM_backup, then you browse to X:\CCMM_backup\. You must map the back up folder. See “Creating the backup destination” on page 1210.

you are In the Database box, select the path to the tape drive. A backing up to a valid path to the tape drive is \\.\tapen, where n is the tape drive number of the tape drive. (The first tape installed on a system is, by default, tape0.)

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If you want to back up the e-mail attachment folders, in the Attachments box, browse to X:\folder name on the network share. If you are backing up the database to a mapped network folder, you must back up the attachments to the same location. Note: You can only back up your e-mail attachments to a mapped network drive. Be sure that your network drive contains enough space. If you do not want to back up your e-mail attachment folders, select the check box Do not Backup E-mail Attachments, and then skip to step 11.

10

In the E-mail Attachments Source Location box, ensure that the location matches the e-mail attachment folders on your Multimedia server. Click Browse to change the path to the e-mail attachment folders.

11

Click Backup Now. Result: A reminder box appears to remind you of what you are currently backing up.

12

Click OK to begin the backup. Result: After the backup is complete, a dialog box appears displaying the contents of the backup.txt log file. If the backup of the Multimedia database is successful, you see Backup complete. If the backup of e-mail attachments is successful, you see a number of files copied. If the Backup failed message appears in the backup.txt file, the Multimedia database is not backed up. If this occurs, ensure the backup locations are correct, and the network share or tape is available, has sufficient permissions, and is not full. If the 0 files copied message appears in the backup.txt file, the e-mail attachments are not backed up. If this occurs, ensure the folders to be backed up are correct, the backup locations are correct, and the network share or tape is available, has sufficient permissions, and is not full.

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13

Click Close.

14

After you make a correction, back up the database and attachment folders again.

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Close the Administrator application.

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What is next? Install and configure the software on your new Contact Center Multimedia server. See Step 2. “Review the preinstallation instructions” on page 670.

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Section B: Preinstallation

In this section Step 2. Review the preinstallation instructions

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Step 3. Read the prerequisite documentation and check for updates

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Step 4. Install your remote support access tool

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Step 2. Review the preinstallation instructions Before you perform a new installation of the Contact Center Multimedia/ Outbound software, you must ensure your hardware and software meet the specifications described in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide. Contact Center Multimedia software runs Microsoft Windows Server 2003 Software Standard edition or Enterprise Edition. Other versions of Windows Server 2003 are not supported. ATTENTION

ATTENTION

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After you install the Contact Center Multimedia/Outbound components, you must change to the US English locale to run Contact Center Multimedia on Windows 2003 Server Enterprise Edition or Windows 2003 Server Standard Edition. For more information about configuring the Operating System locale, see “Configuring Windows” on page 1291.

Failure to review the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide can result in errors and omissions when installing the software.

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Step 3. Read the prerequisite documentation and check for updates Before you install the Contact Center Multimedia/Outbound software, you must check the Nortel Web site (www.nortel.com) or the Partner Information Center Web site (www.nortel.com/pic) for the following: „

updated customer documentation and distributor technical references

„

installation addenda, such as service updates (SU) or service update supplements (SUS)

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Step 4. Install your remote support access tool Nortel recommends that you install and configure a remote support access tool before you install Contact Center Multimedia/Outbound so you can access technical support during the installation procedure, if required. Nortel personnel use pcAnywhere 11.5 as the preferred remote support access tool. To install and configure the Host Only version of pcAnywhere version 11.5 on the Contact Center Multimedia/Outbound server, see “Installing pcAnywhere 11.5 as your remote support access tool,” on page 673. Alternatively, Nortel accepts Microsoft Remote Desktop Connection for Administration as a remote support access tool for customers on a Windows 2003 platform. This alternative is provided for customers whose security policy does not allow pcAnywhere or for customers who are using Microsoft Remote Desktop Connection as the remote support tool for all computers on their network. For details about enabling Microsoft Remote Desktop Connection for Administration, see “Using Microsoft Remote Desktop Connection as your remote support access tool,” on page 685. Note: Nortel recommends that you install only one of the supported remote access tools (pcAnywhere or Remote Desktop Connection) on the Contact Center Multimedia/Outbound server. Nortel provides guidelines for setting up remote support using a virtual private network (VPN). For more information, see the Nortel Contact Center Planning and Engineering Guide.

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Installing pcAnywhere 11.5 as your remote support access tool The following steps are general guidelines only. For complete information, see the documentation included with the pcAnywhere software. CAUTION Risk of system failure .

Before you install pcAnywhere version 11.5, ensure that the video drivers on the Contact Center Multimedia/Outbound server are current by consulting the driver manufacturers’ Web sites for available updates. Failure to check the video drivers can result in a blue screen after you install pcAnywhere or after you perform an operation such as a file transfer. For more information, see the pcAnywhere Web site at www.symantec.com/pcanywhere.

To install pcAnywhere 1

Log on to the Contact Center Multimedia/Outbound server as the local administrator.

2

Insert the Nortel Contact Center DVD into the server.

3

Open the PCAnywhere folder.

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Double-click the NTJK088A-02 - Host Only.exe file. Result: The Symantic pcAnywhere installation program starts.

5

Click Next. Result: The License Agreement window appears.

6

Accept the terms of the license agreement, and then click Next. Result: The Customer Information window appears.

7

Enter your user name and company details, and then click Next. Result: The Destination Folder window appears.

8

Accept the default location for installing the software, or click Change to choose a custom location.

9

Click Next. Result: The Ready to Install the Program window appears.

10

Click Install. Result: The installation program installs the software. When it is finished, the LiveUpdate window appears.

11

Click Next. Result: The installation program installs any updates.

12

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Click Finish when the updates are installed.

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Starting pcAnywhere 11.5 or later for the first time 1

Log on to Windows as the local Administrator.

2

Click Start > All Programs > Symantec pcAnywhere. Note: If the system asks you to register pcAnywhere, select Skip, and click Yes to confirm.

ATTENTION

The following message indicates that your video driver is incompatible with pcAnywhere: pcAnywhere detected and fixed a display driver problem. Please restart your computer to allow the change to take effect. You must uninstall pcAnywhere, update your video driver, and reinstall pcAnywhere.

Result: The Symantec pcAnywhere window appears. 3

Continue with the following procedure to configure pcAnywhere 11.5.

Configuring pcAnywhere 11.5 or later Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote server. Caller accounts restrict the use of pcAnywhere to appropriate users (for example Nortel support personnel and distributors). If, during the pcAnywhere configuration, a message indicates that you do not have the rights to modify a setting or create a new caller, use the following the procedure to change the Windows user access rights for pcAnywhere files. To change the Windows access rights for pcAnywhere files 1

Ensure pcAnywhere is closed.

2

In Windows Explorer, navigate to folder where pcAnywhere is installed.

3

Right-click the pcAnywhere folder icon, and then click Properties. Result: The pcAnywhere Properties window appears.

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Click the Security tab.

5

In the Name box, select Administrators.

6

To grant administrators full access to the pcAnywhere folder, in the Permissions box, select Allow beside Full Control.

7

Click OK to save your changes and close the Properties window.

Configuring an account in pcAnywhere 11.5 or later Note: If you are using a modem connection with pcAnywhere, you must configure your modem before you perform this procedure. 1

If it is not already started, start pcAnywhere 11.5 by logging on to the server as the local Administrator, and then clicking Start > All Programs > Symantec pcAnywhere. Note: If the system asks you to register pcAnywhere, click Skip, and click Yes to confirm.

2

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On the pcAnywhere manager (left side), select the Hosts option.

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On the File menu, choose New Item > Connection Wizard. Result: The Connection Wizard - Connection Method window appears.

4

Select I want to use cable modem/DSL/LAN/dial-up Internet ISP.

5

Click Next. Result: The Connection Wizard - Authentication Type window appears.

6

Select I want to set up a user name and password to create a new type of authentication.

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Click Next. Result: The Connection Wizard - Name and Password window appears.

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In the User name box, type a name for the caller account. You can choose any name, or you can use a name familiar to you, such as NGenDist.

9

In the Password box, type the password for the caller account.

10

In the Enter the password again box, type the same password again.

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Click Next. Result: The Connection Wizard - Summary window appears.

12

Review the Summary.

13

Click Finish. Result: The Hosts window reappears with the new account selected.

14

Type a custom name for this account to identify it in the list of caller accounts.

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Right-click the account name, and click Properties. Result: The Host Properties: window appears.

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Click the Settings tab.

17

Select Launch with Windows and Run minimized.

18

Click the Callers tab.

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In the Caller list box, right-click the caller account you just created, and then click Properties. Result: The Caller Properties window appears.

20

Click the Privileges tab.

21

Click Superuser.

22

Click OK to save your changes and close the Caller Properties window. Result: The Host Properties window reappears with the account now listed according to the IDs.

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23

Click the Security Options tab.

24

Under Session options, ensure the Session options are set to Host and Remote.

25

Under Login options, ensure Limit login attempts per call and Limit time to complete login are checked and set to 3.

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Click the Conference tab.

27

Ensure that Enable conferencing and Obtain IP address automatically are selected.

28

Click Apply to save your settings.

29

If you want to assign a password to control who can modify the network icon settings, click the Protect Item tab and type the password; otherwise, skip to the next step.

ATTENTION

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If you select the Required to modify properties option on the Protect Item tab, you must enter the password each time a setting is changed. Record the password and keep it in a safe place. If you forget the password, you cannot change any settings.

30

Click OK to save all pcAnywhere Host settings.

31

Optionally, repeat steps 2 to 30 to create another caller account of your choice.

32

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Using Microsoft Remote Desktop Connection as your remote support access tool If pcAnywhere 11.5 is installed on your server, you do not need to enable Microsoft Remote Desktop Connection as your remote support access tool. Therefore, you can skip this procedure. Microsoft Remote Desktop Connection for Administration (formerly known as the Terminal Services Administration Mode) is installed by default on Windows Server 2003. When you install Windows Server 2003, Microsoft Remote Desktop Connection is installed, but not enabled. Enabling Microsoft Remote Desktop Connection for Administration Note: To enable Microsoft Remote Desktop Connection for Administration, you must be logged on to the system with administrator privileges. 1

On the server, click Start > Control Panel > System. Result: The System Properties Window opens.

2

Click the Remote tab.

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On the Remote tab, select Turn on Remote Assistance and allow invitations to be sent from this computer.

4

Click OK.

For details about using Microsoft Remote Desktop Connection for Administration, see the Microsoft documentation at www.microsoft.com.

What is next? Continue with installing the Contact Center Multimedia/Outbound server software. For more information, see Step 5. “Install the Multimedia/Outbound server software” on page 688.

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Section C: Installation

In this section Step 5. Install the Multimedia/Outbound server software

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Step 6. Install the Multimedia/Outbound service updates

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Step 5. Install the Multimedia/Outbound server software Follow the procedures in this section to install the Contact Center Multimedia/ Outbound server. Note: The Contact Center Multimedia/Outbound installation contains all components, but you can see only the components for which you are licensed. All unlicensed components are blocked.

Checking prerequisites Before the installation begins, the installation checks to ensure that the following software is installed on the system: „

Java Runtime Environment - Release 1.5.0 You must ensure that you do not have the automatic update option selected. Contact Center Multimedia requres JRE 1.5.0 with no subversions.

„

Microsoft .NET Framework - Version 1.1 with .NET service pack 1

The software is installed automatically if it is not already installed. A check is also performed to ensure that: „

The server is running Windows Server 2003 Enterprise or Standard version.

„

Microsoft Internet Information System (IIS) is installed.

If any of these checks fail, the installation is cancelled and you are notified of the problem.

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Installing the Multimedia server 1

Insert the Nortel Contact Center DVD into the DVD drive.

2

Select Contact Center Multimedia/Outbound.

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Click Install. Note: If either the Java Runtime Environment (JRE) Release 1.5.0 or the Microsoft .NET Framework is not installed, Contact Center Multimedia/ Outbound installs it automatically. Click OK to begin installation.

Result: The Welcome window appears.

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Click Next. Result: The License Agreement window appears.

5

Read the license agreement, select I accept the terms in the license agreement, and then click Next. Result: The Setup Type window appears.

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Select CCMM Server, and then click Next. Note: When you select the CCMM Server, you install the following components: „

Contact Center Multimedia (CCMM) database

„

Contact Center Multimedia (CCMM) services and utilities

„

Contact Center Multimedia (CCMM) Database Migration utility

„

Contact Center Agent Desktop client

„

Contact Center Outbound Campaign Manager Tool client

Note: For information about installing the Agent Desktop telephony toolbar on your Communications Control Toolkit server, for telephony-only deployment, see the Communication Control Toolkit Installation and Maintenance Guide. If you are licensed for Web communications, you must install the external Web server on a separate server. For more information about the external Web server, see Chapter 3, “Installing and configuring the external Web server.” Result: The CCMM Server Type window appears.

7

Select Primary Server to install the production server, and then click Next. Note: The Redundancy server is a warm standby server that is used for quick recovery if the primary server fails. For more information about

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installing the Redundancy server, see Chapter 8, “Installing the Standby server.” Result: The Multimedia Server Configuration window appears.

8

Enter the host names for the following servers: Note: The following four server names must be entered. Use the information documented in the Installer’s Road Map. Do not use the IP addresses for the servers. „

Contact Center Manager Server—The name of the server that routes contacts to agents.

„

Contact Center License server—The name of the server where the license manager information is installed.

„

Contact Center Telephony Server—The name of the server that provides telephony control for agents on the Multimedia Server (Communications Control Toolkit server).

„

Contact Center Administration Server—The name of the server where the administration information is configured (Contact Center Manager Administration server).

Note: If you are licensed to use the E-mail feature, you can enter the server names for the following servers: „

Inbound Mail Server—The name of your corporate e-mail server used for inbound mail.

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Outbound Mail Server—The name of your corporate e-mail server used to send e-mail. The name of the inbound and outbound e-mail servers can be the same.

Note: If you are licensed for the Web Communications feature, you can also enter the server name for the following: „

9

Web Communications Server—The name of the corporate server used for Web access and internet connections.

Click Next. Result: The Destination Location window appears.

10

Select the drives on which you want to install the Multimedia server software and the Multimedia server database, and then click Next. ATTENTION

Install the Contact Center Multimedia server software and server database on the same drives as the original server.

Note: Nortel recommends that you:

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„

Install the Nortel Contact Center Multimedia server software on drive D, and the Multimedia database on drive F.

„

Install the Multimedia server software on a separate drive from the drive on which you installed your operating system.

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Install the Multimedia database on a separate drive from the one on which you installed the Multimedia server software.

„

Ensure you have a minimum of 20 GB of disk space for the Multimedia database. The recommended disk space handles 1 000 000 contacts.

After you select a drive, you can click Space to verify the amount of disk space on the selected drive. Note: If the installation program detects that you have not met the disk and disk space requirements, you are asked to change the drives.

„

To change the destination locations, click Yes, and repeat step 10.

„

To leave the destination locations, click No.

Result: The Ready to Install the Program window appears.

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Review the information on the Installation Summary section of this window, and then click Install. Result: The Contact Center Multimedia/Outbound server software and database are installed. The InstallShield Wizard Completed window appears.

12

Click Finish.

13

When you are prompted, click Yes to restart the server. Result: The installation is complete.

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Step 6. Install the Multimedia/Outbound service updates Before installing the service update (SU) or service update supplement (SUS), Nortel recommends that you verify the patch level currently installed on the server by launching the Patch Viewer utility. On the server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Patch Viewer. You cannot install a patch that is older than an update that is already installed. Also, you cannot install a service update supplement unless the applicable service update is installed. After you download and apply the latest service update, check to see if there are any updates posted in the installation addenda on the following Web sites: „

www.nortel.com (for end customers)

„

www.nortel.com/pic (for distributors)

Follow the procedure in the service update readme file for information about installing the latest service updates and service update supplements for the Contact Center Multimedia/Outbound software. Note: If a large number of contacts are queued and Contact Center Manager Server is restarted, Contact Center Manager server queues 5000 contacts per hour. A period of time can elapse before your contacts are displayed in RealTime displays or assigned to agents.

What is next? Configure the required settings for the Contact Center Multimedia/Outbound server. For more information, see Step 7. “Provide local users with Log on as a Service right” on page 700.

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Section D: Postinstallation

In this section Step 7. Provide local users with Log on as a Service right

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Step 8. Configure the shared inbound and outbound attachment folders

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Step 9. Configure Internet Information Services (IIS)

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Step 10. Verify the Multimedia database installation

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Step 11. Restore the Contact Center Multimedia/Outbound data

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Step 12. Other postinstallation tasks

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Step 7. Provide local users with Log on as a Service right You must configure two user types to access Contact Center Multimedia/ Outbound software. These user types are: „

CCMMOPSUSR —The E-mail Manager service runs under the CCMMOPSUSR account instead of the local system account so that this service has permissions to stream attachment files to the inbound folder and attach files to outgoing e-mail from the outbound folder. These permissions must be attached to the folders. You must also set the password of the CCMMOPSUSR so that the password never expires.

„

IUSR_<Servername>—The IUSR account is an IIS account used for all communication between the Multimedia server and the Agent Desktop over HTTPS (except for Communication Control Toolkit events over a configurable port). Agents read and attach files through HTTP rather than an open share, therefore, the attachment directories are defined as Web folders in IIS.

Note: You must configure CCMMOPSUSR only if you are licensed for e-mail in your contact center.

Adding the users 1

On the Windows Start menu, click All Programs > Administrative Tools > Local Security Policy to open the Local Security Settings window. Result: The Local Security Settings window appears.

2

Under Security Settings, double-click Local Policies in the left pane. Result: The list expands to show the local security policy settings.

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Click User Rights Assignment. Result: All rights that can be assigned to a user are displayed in the right pane.

4

Double-click Log on as a Service. Result: The Log on as a service Properties window appears.

5

Click Add User or Group. Result: The Select Users, Computers, or Groups window appears.

6

Click Locations.

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In the Locations window, select the Contact Center Multimedia server name from the list.

8

Click OK.

9

In the Enter the object name to select box, type CCMMOPSUSR.

10

Click Check Names to verify that the user name exists on the local computer.

11

Click OK. Result: The Logon as a service Properties window appears.

12

Click Add User or Group. Result: The Select Users, Computers, or Groups window appears.

13

Click Locations.

14

In the Enter the object name to select box, type IUSR_<Servername> where <Servername> is the name of your Multimedia server.

15

Click Check Names to verify that the user name exists on the local computer.

16

Click OK. Result: The Logon as a service Properties window appears.

17

Click Apply to save the changes.

18

Click OK.

19

Close the Local Security Settings window.

Setting the password for the CCMMOPSUSR To set the password to never expires for CCMMOPSUSR, perform the following steps.

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1

Click Start > Control Panel> Administrative Tools > Computer Management.

2

Click Local Users and Groups.

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Click Users.

4

Right-click CCMMOPSUSR, and then click Properties.

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On the General tab, select the check box Password Never Expires.

6

Click OK.

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Step 8. Configure the shared inbound and outbound attachment folders This procedure is optional. If you do not have a license for the E-mail Manager, proceed directly to Step 10. “Verify the Multimedia database installation” on page 727. Access on a shared folder is determined through two sets of permission entries: the permissions set on the share (called share permissions) and the permissions set on the folder (called NTFS file and folder permissions). You must provide access to a shared location for inbound and outbound e-mail attachments. These shared locations must be shared for the user types you configured in Step 7. “Provide local users with Log on as a Service right” on page 700.

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Use the procedures in this section to configure the shared folders with the required access permissions. ATTENTION

Risk of backup failure

Nortel recommends that you use the default attachment locations defined in this section. If required, you can choose a different location for the inbound and outbound shared e-mail folders. If you choose a different location, you must ensure that you: „

Create the inbound e-mail attachment folder with the path MailAttachments/Inbound.

„

Create the outbound folder with the path MailAttachments/ Outbound.

„

Share the inbound and outbound folders with the users CCMMOPSUSR and IUSR_<Servername>.

„

Share the inbound and outbound folders with the security group SYSTEM.

„

Set the NTFS access permissions for CCMMOPSUSR and IUSR_<Servername>.

„

Configure the correct folders in the e-mail attachment locations in the Multimedia Administrator application. For more information, see the Multimedia Administrator online Help.

Setting up the inbound attachment shared location

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1

Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database.

2

Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on which you installed your Contact Center Multimedia database.

3

Locate the folder Inbound.

4

Right-click the inbound folder, and select Properties.

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5

Click the Sharing tab.

6

Select the Share this folder option.

7

In the Share name box, type inboundattachment.

8

Add a description for the share (optional).

9

Leave the User Limit at Maximum allowed.

10

Click Permissions. Result: The Permissions for inboundattachment window appears.

11

Click Add.

12

Click Locations.

13

In the Locations window, select the Contact Center Multimedia server name from the list.

14

Click OK.

15

In the Enter the object name to select box, type CCMMOPSUSR.

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16

Click Check Names to verify that the user name exists on the local computer.

17

Click OK. Result: The Permissions for inboundattachment window appears and the user is added to the list of users.

708

18

Select the Multimedia user account (hostname/CCMMOPSUSR).

19

Allow Change and Read permissions for the Multimedia user account (hostname/CCMMOPSUSR).

20

Click Apply.

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21

Click Add to add a new user.

22

In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Multimedia server.

23

Click OK.

24

Select the Internet Guest Account (IUSR_<Servername> account).

25

Allow Full Control permissions for the Internet Guest Account.

26

Click Apply.

27

Select the Everyone default account.

28

Remove all permissions granted to the Everyone account.

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29

Click Apply to save the changes to permissions for this folder.

30

Click Add.

31

Click Location.

32

In the Locations dialog box, select the name of the standby server from the list.

33

Click OK to close the Locations dialog box.

34

In the Enter the object name to select box, type SYSTEM.

35

Click Check Names to verify that the user name exists on the local computer.

36

Click OK. Result: The permissions for the inboundattachment window appears and the user is added to the list of users.

710

37

Select the SYSTEM user account.

38

Select the check box under Allow and beside Full Control.

39

Click Apply.

40

Click OK.

41

On the Inbound Properties dialog box, click Security.

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42

Click Add to add a new user.

43

Click Locations.

44

In the Locations window, select the Multimedia server name from the list.

45

Click OK to close the Locations box.

46

In the Enter the object names to select box, type CCMMOPSUSR.

47

Click OK.

48

For the CCMMOPSUSR account, select the following permissions: Read & Execute, List Folder Contents, Read, and Write.

49

Click Apply.

50

Click Add to add a new user.

51

In the Enter the object names to select box, type IUSR_<Servername>.

52

Click OK.

53

For the IUSR account, select the following permissions: Read & Execute, List Folder Contents, Read, and Write.

54

If the SYSTEM security folder does not exist, in the Enter the object name to select box, type SYSTEM.

55

Select the check box under Allow and beside Full Control.

56

Click Apply to save the changes to permissions for this folder.

57

Click OK to complete the setup of the Inbound Attachments security.

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Setting up the outbound attachment shared location 1

Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database.

2

Open X:\Nortel\Contact Center\MailAttachments, where X is the drive on which you installed your Contact Center Multimedia database.

3

Locate the folder Outbound.

4

Right-click the Outbound folder, and select Properties.

5

Click the Sharing tab.

6

Select the Share this folder option.

7

In the Share name box, type outboundattachment.

8

Add a description for the share (optional).

9

Leave the User Limit at Maximum allowed.

10

Click Permissions. Result: The Permissions for outboundattachment window appears.

712

11

Click Add.

12

Click Locations.

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13

In the Locations box, select the Contact Center Multimedia server name from the list.

14

Click OK.

15

In the Enter the object name to select box, type CCMMOPSUSR.

16

Click Check Names to verify that the user name exists on the local computer.

17

Click OK. Result: The Permissions for outboundattachment window appears and the user is added to the list of users.

18

Select the Multimedia user account (hostname/CCMMOPSUSR).

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19

Allow Read and Change permissions for the Multimedia user account (hostname/CCMMOPSUSR).

20

Click Apply.

21

Click Add to add a new user.

22

In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Multimedia server.

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23

Click OK.

24

Select the Internet Guest account (IUSR_<Servername> account).

25

Allow Full Control for the Internet Guest account.

26

Click Apply.

27

Select the Everyone default account.

28

Remove all permissions granted to the Everyone account.

29

Click Apply to save the changes to permissions for this folder.

30

Click Add.

31

Click Location.

32

In the Locations dialog box, select the name of the server from the list.

33

Click OK to close the Locations dialog box.

34

In the Enter the object name to select box, type SYSTEM.

35

Click Check Names to verify that the user name exists on the local computer.

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Click OK. Result: The permissions for the inboundattachment window appears and the user is added to the list of users.

716

37

Select the SYSTEM user account.

38

Select the check box under Allow and beside Full Control.

39

Click Apply.

40

Click OK.

41

On the Outbound Properties dialog box, click Security.

42

Click Add to add a new user.

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43

Click Locations.

44

In the Locations window, select the Redundancy server name from the list.

45

Click OK.

46

In the Enter the object names to select box, type CCMMOPSUSR.

47

Click OK.

48

For the CCMMOPSUSR account, select the following permissions: Read & Execute, List Folder Contents, Write, and Read.

49

Click Apply.

50

Click Add to add a new user.

51

In the Enter the object names to select box, type IUSR_<Servername>.

52

Click OK.

53

For the IUSR account, select the following permissions: Read & Execute, List Folder Contents, Read, and Write.

54

If the SYSTEM security folder does not exist, in the Enter the object name to select box, type SYSTEM.

55

Select the check box under Allow and beside Full Control.

56

Click Apply to save the changes to permissions for this folder.

57

Click OK to close the Outbound Properties box.

58

Close Windows Explorer.

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Step 9. Configure Internet Information Services (IIS) Use these procedures to ensure that the users have the correct access to the shared folders for the client applications.

Updating the inbound attachment virtual directory 1

Open the Internet Information Service (IIS) Manager. On the Start menu, click All Programs > Administrative Tools > Internet Information Service (IIS) Manager.

2

Click the plus sign (+) to expand Local Computer.

3

Click the plus sign (+) to expand Web Sites.

4

Click the plus sign (+) to expand Default Web Site. Result: A list of virtual directories is displayed.

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Right-click the inboundattachment virtual directory, and select Properties. Result: The Inboundattachment properties window appears.

6

Click the Directory Security tab.

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Under Authentication and access control, click Edit. Result: The Authentication Methods window appears.

8

Update the User name and Password fields: „

Username: LocalComputerName\CCMMOPSUSR, where LocalComputerName is the name of the Contact Center Multimedia server

„

Password: _mm6NtRed!

ATTENTION

Risk of unauthorized access

You must change this password and document the new password securely for future reference.

720

9

Click OK to save the changes and close the dialog.

10

If you are prompted to confirm the password you entered for the new user name, retype the password.

11

In the Properties window, click Apply to save your changes.

12

Click OK to close the Properties window.

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Updating the outbound attachment virtual directory 1

Open the Internet Information Service (IIS) Manager. On the Start menu, click Program Files > Administrative Tools > Internet Information Service (IIS) Manager.

2

Click the plus sign (+) to expand Local Computer.

3

Click the plus sign (+) to expand Web Sites.

4

Click the plus sign (+) to expand Default Web Site. Result: A list of virtual directories is displayed.

5

Right-click the outboundattachment virtual directory, and then select Properties. Result: The outboundattachment properties window appears.

6

Click the Directory Security tab.

7

Under Authentication and access control, click Edit. Result: The Authentication Methods window appears.

8

Update the User name and Password fields:

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„

Username: LocalComputerName\CCMMOPSUSR, where LocalComputerName is the name of the Contact Center Multimedia server

„

Password: _mm6NtRed!

ATTENTION

Risk of unauthorized access

Change this password and document the new password securely for future reference. 9

Click OK to save the changes and close the window.

10

If you are prompted to confirm the password you entered for the new user name, retype the password.

11

In the Virtual Directory properties window, click Apply to save your changes.

12

Click OK to close the Properties window.

13

Close the IIS Manager window.

Configuring the MIME types Configure IIS on your Contact Center Multimedia server to configure the MIME types required by Contact Center Agent Desktop.

722

1

On your Contact Center Multimedia server Start menu, right-click My Computer, and then click Manage.

2

Expand Services and Applications.

3

Expand Internet Information Services.

4

Expand Web Sites

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Right-click Default Web Site, and select Properties. Result: The Properties window appears.

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6

Click the HTTP Headers tab.

7

Click MIME Types.

8

Click New.

9

In the Extension box, type .dic.

10

In the MIME Type box, type application/octet-stream. Contact Center Multimedia/Outbound

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11

Click OK.

12

Click New.

13

In the Extension box, type .eml

14

In the MIME Type box, type application/octet-stream.

15

Click New.

16

In the Extension box, type .dat

17

In the MIME Type box, type application/octet-stream.

18

Click OK.

19

Click Apply to save the changes. Note: If you are prompted to select any subfolders which inherit the changes, select those in the Agent Desktop hierarchy.

20

Close the Computer Management window.

Setting Web content permissions Web permissions control access to virtual directories on the Multimedia server for Multimedia clients. To set Web content permissions 1

On the Windows Start menu, select All Programs > Administrative Tools > Internet Information Services (IIS) Manager.

2

Click the plus sign (+) to expand the server folder. The server folder has the same name as your server.

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3

Click Web Services Extensions.

4

On the right side of the IIS Window, click the Extended tab if it is not already open.

5

Select Active Server Pages.

6

Click Allow (if Active Server Pages are not already allowed).

7

Close the Internet Information Services (IIS) Manager window.

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Step 10. Verify the Multimedia database installation Follow the procedure in this section to verify the installation of the Multimedia database.

Verifying the Web services 1

On the Multimedia/Outbound Server, open Internet Explorer.

2

Browse to http://localhost/csp/multimedia/ws.Contact.cls. Result: The following Web page appears, indicating successful verification of the Web services.

Note: If the Web page does not appear, contact your Nortel technical support prime.

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Step 11. Restore the Contact Center Multimedia/Outbound data After the Multimedia server software is installed on your new server, you must restore the data from your old server onto your new server using the backup taken of the Contact Center Multimedia database.

Restoring the Contact Center Multimedia/Outbound database Before you restore your database, you must shut down all of the Contact Center Multimedia applications. It is important that no processes, except for the Caché database, are running while you restore the database. CAUTION

.

1

Risk of malfunction If you do not shut down the all of the Contact Center Multimedia/ Outbound applications, the restore fails. On your server, shut down all Contact Center Multimedia/Outbound applications. You must not use the Outbound Campaign Management Tool or the Contact Center Agent Desktop until the restore is complete. Shut down the services manually by following these steps: a. On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

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b. Under each of the following services, click Stop. Note: Do not stop the License Manager service. CCMM E-mail Manager CCMM Manager Client CCMM OAM CCMM Outbound Scheduler CCMM Starter 2

Under the Caché Controller service, click Start.

3

Click Exit to close the CCMM Service Control window.

4

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

5

Type your user ID and password. User ID: SysAdmin Password: _ _ccmm!

6

Close any configuration windows that appear.

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7

Expand Contact Center Multimedia/Outbound.

8

Expand Database Administration. Result: The CCMM Backup and Restore Utility window appears.

9

Click Restore. Result: The Restore CCMM Database window appears.

730

10

Beside Restore from, select the location you used to back up the database and e-mail attachment folders.

11

In the Database box, choose a file name for your backup file. Click Browse to select the file name.

12

If you want to restore the e-mail attachment folders, in the Attachments box, type X:\folder name on the network share. Click Browse and open Contact Center Multimedia/Outbound

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the selected file name. If you are restoring the database from a mapped network folder, the attachments must be restored from the same location. If you do not want to restore the e-mail attachment folders, select the check box Do not Restore E-mail Attachments. 13

Click Restore Now. Result: If you are restoring e-mail attachment folders, a confirmation box appears. If the correct path of the e-mail attachment folders is shown, then click Yes to begin restoring the files. If the path is not correct, click No, select the correct file name, and then click OK.

14

Click Close.

15

Restart the server.

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Step 12. Other postinstallation tasks You can perform the following postinstallation tasks.

Changing your Event Viewer settings Based on the size of your contact center, you can change the size of your Windows Application Log that hold events produced by the Contact Center Multimedia Server application. For more information, see “Create Log reports” on page 1249.

Configuring SNMP (optional) If you are using the Windows Simple Network Management Protocol (SNMP) service to forward traps, you must perform these tasks, if you have not already done so: „

Configure the Windows SNMP service on the server.

„

Select the types of events you want to forward to the Network Management System (NMS).

„

Configure the NMS.

For more information, see “Configure the Windows SNMP service on the server” on page 1255.

Configuring security settings Ensure that your security settings meet the requirements for your contact center. For more information about configuring your security settings for Contact Center Multimedia server, see “Use the Windows Server 2003 Security Configuration Wizard” on page 1273.

What is next? Ensure your clients meet the requirements for your client applications. For more information, see Step 13. “Check the requirements for each client” on page 734. 732

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Section E: Client configuration

In this section Step 13. Check the requirements for each client

734

Step 14. Install .NET Framework on clients

737

Step 15. Configure access to client applications

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Step 13. Check the requirements for each client Note: You checked the requirements for the clients in your contact center during the configuration of your old Contact Center Multimedia server. If you are not adding or changing clients in your contact center, then proceed toStep 16. “Configure phonesets on the switch for each agent” on page 744. The Contact Center Agent Desktop and Outbound Campaign Management Tool are client applications installed on the Contact Center Multimedia server. From a client, an agent types a URL into a Web browser or Windows Explorer and pulls the Contact Center Agent Desktop application from the Contact Center Multimedia/Outbound server to their desktop. The agent uses the Contact Center Agent Desktop to handle the following types of contacts: inbound voice, outbound voice, e-mail, and Web communications. From a client, supervisors or administrators can open the Outbound Campaign Management Tool from the Contact Center Manager Administrator to create outbound campaigns and load them to the Contact Center Multimedia/Outbound server for execution.

Requirements Before you work with the client, follow the steps in this section to make sure you have the required information and materials for using the clients.

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1

Obtain the user ID and password that you need to log on to the client. On a Windows 2000 Professional, or Windows XP Professional client, you need an account that has local administrative privileges.

2

Check that you have the following hardware (see the Contact Center Planning and Engineering Guide for complete details): Description

Done

Client hardware

Each client running the Contact Center Multimedia server client applications has the following elements: „

Intel Pentium III 733 MHz CPU

❑

„

256 MB RAM

❑

„

4 GB disk space

❑

„

7200 rpm hard disk drive IDE/SCSI Bus

❑

„

VGA color monitor

❑

„

keyboard

❑

„

Microsoft-compatible mouse

❑

„

Network interface card (100 Mb/s Ethernet)

❑

„

Network connection to the Nortel server subnet

❑

„

TCP/IP

❑

Optional requirements: „

4-speed or higher CD-ROM drive

❑

„

sound card (required if you want the agent to hear an audible alert on their speaker or headset when a multimedia contact arrives)

❑

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Description

Done

Client software

736

❑

„

Clients have one of the following operating systems: Windows 2000 Professional with service pack 4, Windows XP Professional with service pack 2, or Windows Vista

„

Microsoft .NET Framework 1.1 with service pack 1 (See Step 14. “Install .NET Framework on clients” on page 737)

❑

„

CCMM_Security_Policy.msi (See Step 15. “Configure access to client applications” on page 739”)

❑

„

Internet Explorer 5.5 or later

❑

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Step 14. Install .NET Framework on clients The .NET Framework version 1.1 and .NET service pack 1 must be installed on the clients before you can run an application such as the Agent Desktop application or the Outbound Campaign Management Tool. Note: You cannot install two different language versions of the .NET Framework on the same client. If you want to view .NET Framework applications in a different language, you must download the appropriate language version of the .NET Framework language pack.

Prerequisites for installing the .NET Framework Each client must meet the following requirements before you install the .NET Framework version 1.1 software, and .NET service pack 1: „

Windows 2000 Professional (service pack 4) or Windows XP Professional (service pack 2)

„

Microsoft Internet Explorer 5.5 or later

Checking for the .NET Framework on a client If your clients are running the latest version of Windows XP or Windows 2000, check to see if the correct version of the .NET Framework version is already installed. 1

On a client, click Start > Settings > Control Panel.

2

Double-click Add or Remove Programs.

3

Select Microsoft .NET Framework 1.1.

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4

Click the support link.

5

Verify that the version is 1.1.4322. If this version is not correct, you must install the latest version of the Microsoft .NET Framework.

6

Click Close.

7

Close the Add and Remove Programs window.

Installing the .NET Framework on a client

738

1

Log on to the client as the local administrator.

2

On the client, open the DVD folder, CCMM/ Microsoft .NET Framework 1.1 Redistributables.

3

Double-click dotnetfx.exe to install the .NET Framework version 1.1.

4

When prompted to install the Microsoft .NET package, click Yes.

5

When the installation is complete, click OK.

6

On the client, open the DVD folder, CCMM/ Microsoft .NET Framework 1.1 Redistributables/service pack 1.

7

Double-click NDP1.1sp1-KB867460-X86.exe to install the .NET service pack 1.

8

When the installation is complete, click OK.

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Step 15. Configure access to client applications The Contact Center Agent Desktop and Outbound Campaign Management Tool applications are based on Microsoft .NET technology. The .NET deployment model is based on clients pulling the latest version of an application from a Web server. This .NET deployment provides the benefit of deploying a thick client using thin-client technology and the ability to automatically update the applications based on updates and patches on the server. Accessing the Web server introduces the potential for a client to download malicious code. The following information provides the procedures to set the security and to deploy the Contact Center Agent Desktop and Outbound Campaign Management Tool with minimal risk. The Nortel Multimedia security policy file, CCMM_Security_Policy.msi (Microsoft Installer), contains a policy level for the client to download and run assemblies with a particular strong name. A strong name consists of the assembly identity (name, version number, private key) and a public key. The Outbound Campaign Management Tool and the Contact Center Agent Desktop assemblies are digitally signed with a strong name based on the private key. After it is installed, the CCMM_Security_Policy.msi file instructs the clients to trust the assemblies with the strong name assigned to the Outbound Campaign Management Tool and the Contact Center Agent Desktop. You can install the CCMM_Security_Policy.msi file while you are logged on to the server as the local administrator.

Installing the CCMM_Security_Policy.msi file You must install the current Nortel CCMM_Security_Policy.msi file that is included in the latest service update. For more information about the latest service update, visit www.nortel.com. There are three methods to install the security policy: „

a manual installation, recommended to test the client applications on one or two clients

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„

SMS, recommended by Nortel, to install the msi file on multiple clients

„

Windows group policy to install the .msi file on multiple clients

Note: If a client is outside the Multimedia server domain, then make the CCMM_Security_Policy.msi file available to the client from a secure network drive. Manual installation 1

Log on to the client as the local administrator.

2

Ensure Microsoft .NET Framework 1.1 Configuration Tool is not open.

3

Double-click CCMM_Security_Policy.msi to install the file. Result: The security policy file is applied.

SMS Because installation procedures through an SMS system can vary from one company to the next, follow your company guidelines to install the CCMM_Security_Policy.msi file for the SMS clients on your network. For more information, see the documentation on the Microsoft Web site at http://www.microsoft.com. Note: An experienced system administrator can deploy the CCMM_Security_Policy.msi file. Group policy In addition to using an SMS server, a system administrator can install the CCMM_Security_Policy.msi file on clients within the same domain using a Windows group policy. For details, see document 324750 on the Microsoft knowledge base.

Confirming that the security policy is applied To confirm that the security policy is applied on any client, perform the following check:

740

1

On the Windows Start menu, click Settings > Control Panel > Administrative Tools > Microsoft .Net Framework 1.1 Configuration.

2

Expand Runtime Security Policy > Machine > Code Groups > All_Code.

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Verify that you see Code Groups named CCMM, SHDocVw, and xceed.

What is next? If you are migrating your existing Contact Center Multimedia/Outbound installation to a new server, and your contact center configuration is the same as it was, you have already configured the phonesets, Windows users, your e-mail server, Contact Center Manager server, Contact Center Manager Administration, the Communications Control Toolkit, and the contact types in the Multimedia Administrator. You can proceed toStep 42. “Start the client applications,” on page 863. If you want to change any of the configurations, use the following sections to configure the resources required for your contact center.

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Section F: External component configuration

In this section Step 16. Configure phonesets on the switch for each agent

744

Step 17. Create a Windows user for each agent

746

Step 18. Configure the e-mail server

748

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Step 16. Configure phonesets on the switch for each agent Note: You configured the phonesets in your contact center during the configuration of your old Contact Center Multimedia server. If you are not adding or changing phonesets in your contact center, then proceed to Step 17. “Create a Windows user for each agent” on page 746. You must ensure that the phonesets are configured on the switch. For more information, see the Contact Center, Communication Server 1000/Meridian 1 and Voice Processing Guide. You need to configure phonesets for agents that handle voice or outbound contacts. Agents who handle only e-mail contacts do not require a phoneset. Checklist for agent phonesets To configure agent phoneset terminal numbers (TN) on the switch for use with the Communication Control Toolkit, you must complete the tasks in this checklist. CS 1000/Meridian 1 for the agent

744

Done

Create a terminal number (TN) entry for each contact center agent as per instructions in the Contact Center Manager Server Installation and Maintenance Guide.

❑

Ensure that key 0 has Automatic call distribution call (ACD) functionality. TNs can be configured with a Contact Center Manager Server-specific ACD queue or a normal ACD queue used for both voice and media.

❑

If you are enabling outbound or scheduled callback dialing, ensure that a personal Dialed Number (DN) key is created on the contact center agent phoneset.

❑

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CS 1000/Meridian 1 for the agent

Enable Associated Set Assignment (AST) for the ACD key and for one of the other personal DN keys.

Done

❑

Note: AST can only be configured on a maximum of two keys. Ensure that the Meridian Link Unsolicited Status Message (USM) group (IAPG option) is enabled.

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Step 17. Create a Windows user for each agent You created the Windows users in your contact center during the configuration of your old Contact Center Multimedia server. If you are not adding or changing Windows users in your contact center, then proceed to Step 18. “Configure the email server” on page 748. A Windows user account defines the actions a user can perform. Each user needs to be created on the Domain used by the Contact Center for Agent resources You must be logged on as the Domain Administrator or a member of the Administrators group to create user accounts.

Configuring the user accounts 1

Log on to the relevant domain controller with administrative privileges.

2

Click Start > All Programs > Administrative Tools > Active Directory Users and Computers.

3

Select the Domain used for Contact Center Agent Resources.

4

On the Action menu, click New > User.

5

Complete the relevant user details such as first name, last name, and user logon name and then click Next.

6

Enter and confirm the user password, and then click Next. A Microsoft Exchange e-mail mailbox for users is not required by Contact Center Multimedia, however, you can create a mailbox for the agent depending on your user requirements.

7

Review the user details.

8

Click Finish to create the Windows user.

Security To improve the security of a password, use at least two of these elements: uppercase letters, lowercase letters, and numbers. The more random the sequence of characters, the more secure the password.

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If you want to set up other password requirements such as minimum length, expiration time, or uniqueness, open Group Policy and go to Password Policy.

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Step 18. Configure the e-mail server You configured the e-mail server during the configuration of your old Contact Center Multimedia server. If you are not changing the configuration of the email server, then proceed to Step 19. “Enable Open Queue” on page 750. Configure and create the required mailboxes to use with Contact Center Multimedia. Use the documentation supplied with your e-mail server software to configure the mailboxes to be used for receiving contacts. Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e-mail retrieval. Basic authentication passes the mailbox user and password in clear text to the e-mail server. You can increase your security by adding Secure Socket Layer (SSL) encryption. For more information about SSL encryption, see “Enable SSL on the E-mail Manager” on page 1281.

What is next? Configure the required elements in Contact Center Manager Server. For more information, see Step 19. “Enable Open Queue” on page 750.

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Section G: Contact Center Manager server configuration

In this section Step 19. Enable Open Queue

750

Step 20. Ensure the CCT server is configured

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Step 19. Enable Open Queue You configured Contact Center Manager Server during the configuration of your old Contact Center Multimedia server. If you do not need to change the configuration of Contact Center Manager Server, then proceed to Step 22. “Create the agent phonesets” on page 759. Open Queue is a licensed feature on Contact Center Manager Server. Open Queue must be enabled for Contact Center Multimedia/Outbound to route, create, read, and delete contacts in Contact Center Manager Server. If a large number of contacts are queued and Contact Center Manager Server is restarted, Contact Center Manager server queues 5000 contacts per hour. A period of time can elapse before your contacts are displayed in Real-Time displays or assigned to agents. The License Manager must contain the correct license information to provide Open Queue feature. For a description of the licensing, see Appendix B, “Feature licensing.”

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To enable Open Queue 1

On the Start menu of Contact Center Manager Server, choose All Programs > Nortel Contact Center > Server Setup Configuration. Result: The Nortel Contact Center Management Server Setup Configuration Utility window appears.

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Standard 7.23

Click the License Manager tab. Result: The License Manager page appears.

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3

From the CCMS Optional Package list, select Open Queue.

4

Continue with “Ensure the CCT server is configured” on page 753.

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Step 20. Ensure the CCT server is configured You must ensure that the Communications Control Toolkit server is configured in Contact Center Manager Server. 1

In the Server Setup Configuration Utility window, click the CCT Server tab.

2

If you are using a remote Communication Control Toolkit server, select the Use a remote CCT server check box.

3

Ensure the Communication Control Toolkit server host name is correct.

4

Keep the default CCT port numbers. For more information about Communication Control Toolkits port numbers, see the Communication Control Toolkit Technical Requirements and Operating System Configuration Guide and the Communication Control Toolkit Installation and Maintenance Guide.

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Click OK. Result: The Manager Server window appears.

6

Click Yes. Result: The server is configured.

7

Click OK. Result: The following window appears.

8

Click Yes to restart the server.

9

After you restart the sever, Contact Center Manager Server is Open Queue-enabled and configured to work with the Communications Control Toolkit server.

What is next? Configure the required resources in the Contact Center Manager Administration. For more information, see Step 21. “Refresh Contact Center Manager Server” on page 756.

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Section H: CCMA server configuration

In this section Step 21. Refresh Contact Center Manager Server

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Step 22. Create the agent phonesets

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Step 23. Create required multimedia skillsets

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Step 24. Create supervisors and agents

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Step 25. Create route points

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Step 26. Configure the sample multimedia scripts

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Step 27. Add the Multimedia Server to CCMA for reporting

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Step 21. Refresh Contact Center Manager Server When you enable Open Queue, you must refresh Contact Center Manager Server before you can see the Multimedia contact types.

Logging on to Contact Center Manager Administration 1

Start Internet Explorer.

2

In the Address box, type http:// followed by the server name. For example, http://.

3

Press Enter. Result: If you have already configured the Contact Center Manager Administration server name as a Trusted Site and installed the client version of SOAP 3.0 on the PC for version SU03 or earlier, then the Contact Center Manager Administration logon window appears.

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4

Enter your Webadmin user ID and password in the text boxes.

5

Click Login. Result: The Contact Center Manager Administration main window appears

Refreshing a server ATTENTION

Only the default administrator, webadmin, can add, edit, delete, and refresh servers in Contact Center Manager Server.

1

Log on to Contact Center Manager Administration. For instructions, see “Logging on to Contact Center Manager Administration” on page 756.

2

Click Configuration. Result: The Configuration window appears.

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3

On the system tree, click the server that you want to refresh.

4

On the menu bar, click Server > Refresh Server. Result: The system asks if you are sure you want to refresh the selected server.

5

Click Yes. Result: The system warns that all browsers using Contact Center Manager Administration need to be refreshed. If there has been a feature change to Contact Center Manager Server, the change is not reflected in each browser until it is refreshed.

6

Click Yes. Result: The system refreshes the server in the system tree.

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Step 22. Create the agent phonesets Note: You created the agent phonesets, in your contact center during the configuration of your old Contact Center Multimedia server. If you are not adding or changing agent phonesets in your contact center, then proceed to Step 23. “Create required multimedia skillsets” on page 762. You must add and acquire each phoneset that an agent or supervisor uses to log on to the system. When Contact Center Manager Server acquires a phoneset, the Communication Server 1000/Meridian 1 PBX switch begins sending messages about these phonesets to the system. After you save a phoneset, you cannot modify it. You must delete your saved phoneset, then add a new phoneset to change the phoneset configuration.

Adding a phoneset Before you perform this procedure, you must configure the phoneset on the switch. For more information, see Step 16. “Configure phonesets on the switch for each agent” on page 744. Repeat these procedures for each phoneset you want to add. 1

Log on to Contact Center Manager Administration, For more information, see “Logging on to Contact Center Manager Administration” on page 756.

2

Click Configuration. Result: The Configuration window appears.

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3

On the system tree, double-click the server in Contact Center Manager Server to which you want to add the phoneset. The server expands to show the resources.

4

Click Phonesets and Voice Ports. Result: The Phonesets/Voice Ports window appears.

5

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In the Name box, type the name of the phoneset as you want it to appear in reports. Contact Center Multimedia/Outbound

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6

In the Type box, select the type of terminal.

7

In the Address box, type the address of the phoneset on the telephony server.

8

In the Channel box, type the channel number.

9

Click in any other row of the table. The system adds the phoneset, and Not Acquired appears in the Status column.

Acquiring a phoneset You must acquire each phoneset so that the switch sends a message to the system when the agent logs on to the phoneset. 1

In the Phonesets/Voice Ports window, in the table, select the Acquired check box in the row containing the phone set that you want to acquire. Clear the Acquired check mark to deacquire the phoneset.

2

Click in any other row in the table to save your action. The system acquires or deacquires the phoneset, and the status appears in the Status column. Tip: Click Refresh Status to view the current status of the acquisition or deacquisition.

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Step 23. Create required multimedia skillsets You created the multimedia skillsets, in your contact center during the configuration of your old Contact Center Multimedia server. If you are not adding or changing multimedia skillsets in your contact center, then proceed to Step 24. “Create supervisors and agents” on page 765. Use the following procedure to create a multimedia skillset. Repeat this procedure for every skillset you want to create. You must create skillsets for the contacts you are eligible to receive or send. You must have at least one skillset for each type of contact. For this purpose, a default skillset is created in Contact Center Manager Administration. For e-mail contacts, you must configure a mailbox for each skillset from which you want to send a reply, if you want to reserve the original To address as the Reply From address. You can use the same mailbox for multiple skillsets. When the skillsets are created, you must assign agents to the skillsets.

Adding a local multimedia skillset 1

Log on to the Contact Center Manager Administration.

2

Click Configuration. Result: The Configuration window appears.

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3

In the system tree, double-click the server in Contact Center Manager Server to which you want to add the skillset. The server expands to show the resources.

4

Click the Skillsets folder. Result: The Skillsets window appears in the right pane.

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In the next available row, in the Skillset Name box, type the name for the skillset. ATTENTION

If you are creating an e-mail skillset, the prefix EM_ must appear before the skillset name. If you are creating an outbound skillset, the prefix OB_ must appear before the name. If you are creating a Web Communication skillset, WC_ must proceed the name. If you use any other prefix, the skillset is assigned to voice contacts.

6

From the Default Activity Code list, select the activity code that is registered whenever this skillset is used. This number must be defined in the system already.

7

From the Threshold Class list, select the threshold class associated with this skillset.

8

From the Call Age Preference list, select how you want to configure the order of calls in the queue. If you want to give priority to the oldest call in the system, select Oldest. All skillsets used by Contact Center Multimedia must have the Call Age Preference set to Oldest to ensure that the contact that is in the system for the longest time is presented to an agent first.

9

Optionally, in the Map to ACD-DN box, type the ACD-DN number to which the skillset can be mapped. If you map the skillset to an ACD-DN, calls to that ACD-DN are pegged against the skillset in reports.

10

From the Out of Service Mode list, select a value to take the skillset offline and specify the service mode for the manual night service switch.

11

Optionally, in the Comment box, type any comments you have about the skillset.

12

Press tab to save your changes.

For more information about creating networking skillsets, see the Contact Center Manager Administration online Help.

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Step 24. Create supervisors and agents You created supervisors and agents in your contact center during the configuration of your old Contact Center Multimedia server. If you are not adding supervisors or agents to your contact center, then proceed to Step 25. “Create route points” on page 768. Supervisors review information about agents who report to them in the contact center. Agents who handle Multimedia contacts must have Multimedia configured in their agent properties in the Contact Center Manager Administration by adding skillsets.

Adding a supervisor 1

Log on to Contact Center Manager Administration.

2

Click Contact Center Management.

3

On the system tree, click the Contact Center Manager Server under which you want to add the supervisor.

4

On the Contact Center Management menu bar, click Add > Supervisor. Result: The New Supervisor Details window appears.

5

Enter the following mandatory information about the supervisor: „

first name

„

last name

„

phoneset login ID

„

telephony/port address

6

Enter any optional information about the supervisor (for example, title or department).

7

If the supervisor must log on to the Contact Center Manager Administration server and use Contact Center Manager, enter a Contact Center Manager Administration user ID and password for the supervisor.

8

Click Submit to save the new supervisor profile.

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Adding an agent 1

Log on to the Contact Center Manager Administration.

2

Click Contact Center Management.

3

On the system tree, click the Contact Center Manager Server under which you want to add the agent.

4

On the Contact Center Management menu bar, click Add > Agent. Result: The New Agent Details window appears.

5

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Enter the following mandatory information about the agent: „

first name

„

last name

„

login ID

„

primary supervisor

„

call presentation

„

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6

Enter any optional information about the agent (for example, title, department, or comments).

7

Click Contact Types to display the list.

8

Assign Contact Types to the agent by selecting the relevant check boxes.

9

Click Skillsets to display the list.

10

Within the Skillsets area, click List All to list all skillsets configured on the server. Tip: If you do not see a skillset to which you need access, because it is not included in your partition. Contact your administrator and request that the skillset is added to your partition.

11

In the table listing all skillsets, select the priority numbers beside the skillsets to which you want to assign the agent, or select Standby to put the agent in standby mode for this skillset. Skillset priority can range from 1 to 48, with 1 being the highest priority for this skillset.

12

If you have administrator privileges, you can now add this new agent to the partitions that are assigned to the agent’s supervisor (instead of doing so in Access and Partition Management). Click the Partitions drop-down heading. The list of partitions configured on the server appears.

13

Select the check boxes beside the partitions to which you want to add the new agent.

14

Click Submit to save your changes.

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Step 25. Create route points You created route points in your contact center during the configuration of your old Contact Center Multimedia server. If you are not adding or changing route points in your contact center, then proceed to Step 26. “Configure the sample multimedia scripts” on page 770. Route points are used to assign a destination for the Multimedia contacts that are assigned to skillsets. If you add an Open Queue CDN (route point) you do not need to configure the CDN (route point) to the switch.

Adding a CDN on an Open Queue-enabled server 1

Log on to the Contact Center Manager Administration.

2

On the system tree, double-click the server in Contact Center Manager Server to which you want to add the Open Queue CDN (route point). The server expands to reveal its resources.

3

Click the CDNs (route points) heading. Result: The CDNs (route points) window appears.

4

Select the OpenQueue tab.

5

In the Name box, type the name of the Open Queue CDN (route point) as you want it to appear in reports.

6

In the CDNUri box, type a value for the Universal Resource Indicator (URI) of the Open Queue CDN (route point).

7

From the Call Type list, select Open Queue Local if you want to use the Open Queue CDN (route point) for local calls or select Open Queue Network if you want to use the Open Queue CDN (route point) for network calls. Tip: You must enable the networking option if you want to use the Open Queue CDN (route point) for network calls.

8

Click in any other row of the table. Result: The system adds the Open Queue CDN (route point), and Not Acquired appears in the Status column.

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Acquiring an Open Queue CDN (route point) After you add a CDN (route point) to Contact Center Manager Server, you must acquire it to enable the system to track calls terminated on it. 1

In the Open Queue table of the CDNs (Route Points) window, select the Acquired check box in the row containing the Open Queue CDN (route point) that you want to acquire. Clear the Acquired check box to deacquire the Open Queue CDN (route point).

2

Click in any other row in the table to submit/save your action. Result: The system acquires or deacquires the Open Queue CDN (route point), and the status appears in the Status column. Tip: Click Refresh Status to view the current status of the acquisition or deacquisition.

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Step 26. Configure the sample multimedia scripts You configured the sample multimedia scripts in your contact center during the configuration of your old Contact Center Multimedia server. If you are not changing the scripts in your contact center, then proceed to Step 27. “Add the Multimedia Server to CCMA for reporting” on page 774. Scripts for Contact Center Multimedia are used to correctly route multimedia contacts. Sample scripts are provided in the scripting application. It is recommended that you initially integrate these sample scripts with your existing Contact Center Manager Server scripts. Once complete, multimedia contacts are routed correctly; however, the sample scripts may need to be customized to better suit the individual needs of Contact Center Multimedia. For more information about Multimedia scripts, see Contact Center Scripting Guide. The sample scripts demonstrate the following functionality: „

queuing a contact to a multimedia skillset using the contact intrinsics %SKILLSET%SKILLSET and %PRIORITY%PRIORITY

„

queuing a contact to a multimedia agent using the contact intrinsics %AGENT%AGENT and %PRIORITY%PRIORITY

„

handling scheduled contacts that have a callback date and timeset using the contact intrinsics %DATE%DATE, %TIME%TIME and NEXTYEAR

„

queuing contacts that were pulled by an agent using the Agent Desktop using the contact intrinsic QUEUETYPE

The following sample scripts are included:

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„

c_Master_Handles_Multimedia—This script passes execution for multimedia contacts to the relevant primary script for the contact's type. Any necessary voice handling sections need to be added in the master script.

„

EM_Email_Primary—This primary script is executed for e-mail contacts. The script passes execution to the c_Scheduled_Contact_Handler script. Contact Center Multimedia/Outbound

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E-mail contacts are pegged against this application in both historical reports and real-time displays. „

OB_Outbound_Primary—This primary script is executed for outbound contacts. The script passes execution to the c_Scheduled_Contact_Handler script. Outbound contacts are pegged against this application in both historical reports and real-time displays.

„

WC_Web_Primary—This primary script is executed for Web communications contacts. The script passes execution to the c_Scheduled_Contact_Handler script. Web communications contacts are pegged against this application in both historical reports and real-time displays.

„

c_Scheduled_Contact_Handler—This script waits the required number of seconds until the Callback Time and then passes execution to the c_Queue_Multimedia_Contact script.

„

c_Queue_Multimedia_Contact—This script checks if the contact is queued directly to an agent. If so, the script attempts to queue the contact to the agent. If the preferred agent is not logged in, the script queues the multimedia contact to its assigned skillset.

The variables required for the Multimedia script implementation are provided in the following table. Variable Name

Type

c_contact_type_email_gv

contact type global

item

Email

c_contact_type_outbound_gv

contact type global

item

Outbound

c_contact_type_voice_gv

contact type global

item

Voice

c_contact_type_web_gv

contact type global

item

Web_Communications

c_contact_type_video_gv

contact type global

item

Video

contact_cbdate_cv

Date

call

item

01/01

contact_cbtime_cv

Time

call

item

00:00

callback_nextyear_cv

String

call

n/a

NO

contact_agent_cv

AGENT_ID call

item

Any Agent

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Variable Name

Type

Scope

Class Default Value

contact_priority_cv

PRIORITY

call

item

6

contact_skillset_cv

SKILLSET

call

item

Any Skillset

contact_queuetype_cv

String

call

n/a

NOQUEUE

Importing sample scripts When you install Contact Center Manager Administration, the system automatically installs the sample scripts on Contact Center Manager Administration in C:\Program Files\Nortel Networks\WClient\Server\SampleScripts where C: is the drive on which you installed Contact Center Manager Administration. You can use the sample Multimedia scripts in Contact Center Manager by importing them into either an existing script or a new script in the Scripting component. The Import command adds the text of the imported sample script at the end of any text in the current script. You can import a sample script into Contact Center Manager Administration in two ways: „

To import a sample script into an existing script, in the Script Manager, double-click the script into which you want to import the sample script. The script opens in the Script Editor.

„

To import a sample script into a new, blank script, right-click on the Script Manager folder and select New from the resulting menu. The Script Editor opens with a blank starting page.

To import a sample script 1

From the Contact Center Manager Administration Launchpad, click Scripting.

2

Right-click the Script Manager folder.

3

Click New. Result: The Script Editor window appears.

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In the Script Editor, click File > Import. Result: The Import window appears.

5

Select the From Server option button, and then navigate to the location on the server where the sample scripts are stored.

6

Select the sample script that you want to import.

7

Click Open. Result: The system adds the text of the sample script to the end of the current script, or to the place at which you put your cursor before importing the script.

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Step 27. Add the Multimedia Server to CCMA for reporting After the Contact Center Multimedia/Outbound server is installed, you must configure Contact Center Manager Administration with the name and IP address of the new Multimedia server. You must log on to Contact Center Manager Administration as the Web administrator. ATTENTION

Risk of interrupting another user

Only one person at a time can log on as the Web administrator in the Contact Center Manager Administration tool.

Adding the Contact Center Multimedia/Outbound server

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1

Log on to Contact Center Manager Administration.

2

Click Configuration.

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3

On the Server menu, in the top left corner, click Add Server.

4

In the Server Name box, type the name of the Contact Center Multimedia/ Outbound server. When you enter the Contact Center Multimedia server name, the system automatically inserts the IP address and display name.

5

In the Login ID box, type the ID for the Reporting user name for the server. The ID for the Multimedia server is always mmReport.

6

In the Password box, type the password for the reporting user name for the server. The default user password is mmRep. Tip: You can change the reporting user password in the Multimedia Administrator application.

7

From the Type list, select CCMM.

8

Click Submit.

Associating the reporting server to a Contact Center Manager Server You must associate the Contact Center Multimedia/Outbound server with the configured Contact Center Manager Server.

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1

Log on to Contact Center Manager Administration.

2

Click Configuration.

3

Below the Server menu, in the top left corner, select the Contact Center Manager Server that you want to associate a server with, right-click, and then click Edit Properties.

4

Under Associated Reporting Servers, click the Select box next to the Multimedia server you added. Only one of each type of server can be associated with a Contact Center Manager Server. If more than one of the same type of servers is associated with a Contact Center Manager Server, then the first one assigned is used.

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5

Click Submit.

6

Close the Contact Center Manager Administration application. On the Launchpad menu, click Log out.

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What is next? Configure the Communications Control Toolkit resources. For more information, see Step 28. “Import the agent phonesets to the TAPI database” on page 780.

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CCT server configuration

In this section Step 28. Import the agent phonesets to the TAPI database

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Step 29. Configure the Contact Management Framework option

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Step 30. Import the contact center users into CCT

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Step 31. Import the terminals and addresses into CCT

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Step 32. Import the Windows users into CCT

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Step 33. Import the agent workstations into CCT

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Step 34. Map terminals to workstations (optional)

813

Step 35. Map users to addresses, terminals, and contact center users

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Step 28. Import the agent phonesets to the TAPI database You performed all of the telephony configuration in your contact center during the configuration of your old Contact Center Multimedia server. If you are not adding or changing the telephony configuration in your contact center, then proceed to Step 36. “Understand the contact types” on page 826.

Downloading information from the CS 1000/Meridian 1 switch Before you download information from the CS 1000/Meridian 1 switch, you must create a switch configuration information text file on the Symposium TAPI server. To create a switch configuration information text file To complete these steps, ensure that a cable is connected from the server to the switch.

780

1

Open a text editor (such as Notepad).

2

Create a new text file called download.txt.

3

Save the download.txt file in the C:\Program Files\Nortel\CCT\TAPI\ directory on the Communication Control Toolkit server.

4

On the Start menu, choose All Programs > Accessories > Communications > HyperTerminal to connect to the CS 1000/Meridian1 switch from the Communication Control Toolkit server.

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If HyperTerminal is not in the Communications menu, go to Start > Control Panel > Add or Remove Program. Add HyperTerminal by selecting Add/ Remove Windows Components, then navigate to Accessories and Utilities, and click Details. Select Communications, and click Details. Select HyperTerminal, and click OK. HyperTerminal is installed from the Windows installation CD; therefore, the Windows installation CD must in the drive. Result: The following dialog box appears.

5

Enter the name for the connection. Result: The Connect To dialog box appears.

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In the Connect using list, choose COM1 or the COM port connected to the CS 1000/Meridian 1 switch. Result: The COM1 Properties dialog box appears.

7

Verify the information in this dialog box, make any necessary changes, and then click OK. Result: The HyperTerminal window appears.

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At the prompt, type login to log on to the switch. Enter the user ID and the password for the switch. If the prompt is not present, continue to press Enter until the prompt appears.

9

On the Transfer menu, select Capture Text.

10

Browse to the download.txt file that you created earlier, and then click Start.

11

Enter the following commands in LD 20: „

At the logon prompt, type LD 20, and press Enter.

„

At the REQ: prompt, type PRT, and press Enter.

„

At the TYPE: prompt, type TNB, and press Enter.

„

At the TN: prompt, press Enter.

„

At the CDEN: prompt, press Enter.

„

At the CUST: prompt, type 0 (or customer number), and press Enter.

„

At the DATE: prompt, press Enter.

„

At the PAGE: prompt, press Enter.

„

At the DES prompt, press Enter.

Downloading information from the CS 1000/Meridian 1 overlay can take a long time. Result: The commands are saved in LD 20. 12

To return to the prompt, enter **** (Shift + 8888) and press Enter.

13

Type logo, and then press Enter. Result: You are logged off from the CS 1000/Meridian 1 switch.

To convert the text file To convert the text file containing switch information, perform the following tasks in the Symposium TAPI Service Provider (SP) configuration application. Download only the CDNs that you require for TAPI operation. If you download other CDNs, you must delete them after the download is complete.

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1

Select Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database.

2

If you are prompted, enter the customer number for the switch. Result: The application configuration dialog box appears.

3

Click Convert Text file. Result: The Open dialog box appears.

4

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Browse to the download.txt you created. For more information, see “To create a switch configuration information text file” on page 780.

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Click Open. Result: The Translator Status dialog box appears.

6

Click Start.

7

Click OK once the import process is complete. ATTENTION

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The conversion process adds all information downloaded from the CS 1000/Meridian 1 switch to the Symposium TAPI SP database. Some of this information can be unnecessary or inappropriate. For example, the CS 1000/Meridian 1 switch works on the assumption that IVR ports are analog. These ports must be set on the TN Table dialog box of the configuration application. You must delete downloaded CDNs that Symposium TAPI SP does not need to monitor. To perform these tasks, navigate to Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database. Click the Meridian 1 Host tab. Click the TN Table button.

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Verifying the agent phonesets are imported correctly to the TAPI database. 1

Select Start > All Programs > Nortel > Symposium TAPI Service Provider > Configure Database.

2

Click the Meridian 1 Host tab.

3

Click TN Table. Result: The Line Devices window appears.

4

Ensure that the required TNs for the agent phonesets have been imported correctly to the TN Table. If you need to manually add a TN that was not imported, perform the following steps: a. Click Add Line. Result: The Add a Terminal Number Record dialog box appears.

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b. Type the Loop, Shelf, Card, and Unit numbers that identify the physical location on the CS 1000/Meridian 1 switch of the TN you are adding. c. Click OK. Result: The new TN is added to the TN table. d. To add a new DN, click Add DN. Result: The DN Properties dialog box appears.

e. In the Position ID, enter the position ID of the set. f.

In the DN Type box, choose ACD.

g. In the Key # box, enter 0. h. Click OK. Result: The information is saved to the DN table and to the TN table. i.

Select the same line number to which you just added the position ID.

j.

Click Add DN. Result: The DN Properties dialog box appears.

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k. In the Directory box, enter the directory number for the SCR DN. l.

In the DN Type box, choose SCR.

m. In the Key # box, enter 3.

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5

Click OK to exit the TN table.

6

Click OK.

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Step 29. Configure the Contact Management Framework option You must ensure that you select the Contact Management Framework option that is appropriate for your contact center configuration. To do this, you must know whether your contact center servers (Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit) are on stand-alone servers, or co-resident.

Configuring the Communication Control Toolkit Console Follow these steps to add the Nortel Communication Control Toolkit (NCCT) Admin and NCCT Maintenance snap-ins only if you did not configure the Communication Control Toolkit Console during Communication Control Toolkit server installation. 1

Log on to the Communication Control Toolkit server.

2

Click Start > Run, type mmc at the prompt, and then click OK. Result: The Console appears.

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On the File menu, choose Add/Remove snap-in. Result: The Add/Remove snap-in dialog box appears.

4

Click Add. Result: The Add Standalone snap-in dialog box appears, containing a list of all available MMC snap-ins.

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Select NCCT Admin, and then click Add. Result: The NCCT Admin Select Computer dialog box appears.

6

Select the computer that the NCCT Admin snap-in is to manage.

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Click Finish. Result: The Add Standalone Snap-in dialog box appears.

8

Select NCCT Maintenance, and click Add. Result: The NCCT Maintenance snap-in is added to the console.

9

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Click Close.

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Click OK. Result: The following window appears.

Configuring the Contact Management Framework 1

Open the NCCT 6.0 Console on the Communication Control Toolkit server.

2

On the left pane of the NCCT 6.0 Console, expand NCCT Admin and select CCT Server. Result: CCT Server appears in the right pane of console.

3

Double-click CCT Server in the right pane of the console. Result: CCT Server Properties dialog box appears.

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Click the CMF Configuration tab. Result: The CMF Configuration page appears.

5

In the Communication Control Toolkit Deployment Type section of this page, select the first or second option (depending on the configuration of the Contact Center servers). If you configure the CMF for stand-alone deployment, then you must restart all core Communication Control Toolkit services. If you configure the CMF for co-resident deployment then you must start all Contact Center Manager Server and all core Communication Control Toolkit services. To stop and restart the core Communication Control Toolkit services, do the following: a. Log on to the Communication Control Toolkit server as Administrator. b. On the NCCT Console, expand NCCT Maintenance.

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c. Click Services on the left pane. d. On the right pane of the Console window, double-click Services. Result: The Communications Control Toolkit Services Properties dialog box appears.

e. Click

to stop the services.

f.

to restart the services.

Click

To stop and restart Contact Center Manager Server services, do the following: a. Log on to the Contact Center Manager server as administrator. b. On the Windows Start menu, choose All Programs > Nortel Contact Center > Manager Server > Shutdown. Result: The Contact Center Manager Server Shutdown utility window appears.

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c. Click OK. Result: The utility shuts down all Contact Center Manager Server services, and then the Service Status Log window appears. If a service was unable to shut down, a message appears in the Service Status Log. d. From the Windows Start menu, choose All Programs > Nortel Contact Center > Manager Server > Startup. Result: The Contact Center - Manager Server Startup Utility window appears.

e. Click OK. Result: The Communication Control Toolkit server name automatically appears in the CCT Server Name box.

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6

In the CCMS Server Name box, type the server name of the Contact Center Manager server.

7

Click Apply to save the Contact Management Framework settings.

8

Click OK to close the window.

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Step 30. Import the contact center users into CCT This section describes importing contact center users configured in Contact Center Manager Administration to the Communication Control Toolkit server. Importing multiple resources is more reliable than adding the individual resources one at a time. You must ensure that all of the agents you configured are imported to the Communication Control Toolkit server. Before importing Contact Center users, you must: 1.

Enable the Open Queue feature on Contact Center Manager Server. You completed this task in Step 19. “Enable Open Queue” on page 750.

2.

Configure the Communication Control Toolkit server using the NCCT 6.0 Console. You completed this task in Step 29. “Configure the Contact Management Framework option” on page 789.

3.

Enable the Contact Management Framework. You completed this task in Step 29. “Configure the Contact Management Framework option” on page 789).

Importing Contact Center users 1

Make sure that the following Control Communication Toolkit server services are stopped: „

NCCT Server

„

NCCT TAPI Connector Service (if installed)

„

Nortel MPS Manager (if installed)

„

Nortel RSH Daemon (if installed)

To stop these services: a. Click Start > Administrative Tools > Services. b. Right-click each service, and then click Stop. c. Close the Services window. 2

Close the NCCT 6.0 Console.

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Restart the Data Access Layer Service. a. Click Start > Administrative Tools > Services. b. Right-click Data Access Layer service, and then click Restart. c. Close the Services window.

4

Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.

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On the NCCT 6.0 Console, expand NCCT Admin and click Importing Tools. Result: The available importing tools appear.

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Double-click Import Contact Center Users. Result: The Import Contact Center Users Properties window appears.

7

Select a Contact Center user from the Available Contact Center Users list and click Add; or click Add All to import all available Contact Center users.

8

Click OK. Result: You are prompted with a notification that all selected users are imported.

9

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Click OK.

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Step 31. Import the terminals and addresses into CCT To avoid errors, Nortel recommends that you import resources rather than add them individually. You can add multiple addresses and terminals from TAPI SP using the Import M1 TSP Data tool.

Importing multiple addresses and terminals 1

Make sure that the following Control Communication Toolkit server services are stopped: „

NCCT Server

„

NCCT TAPI Connector Service (if installed)

„

Nortel MPS Manager (if installed)

„

Nortel RSH Daemon (if installed)

To stop these services: a. Click Start > Administrative Tools > Services. b. Right-click each service, and then click Stop. c. Close the Services window. 2

Close the NCCT 6.0 Console.

3

Restart the Data Access Layer Service. a. Click Start > Administrative Tools > Services. b. Right-click Data Access Layer service, and then click Restart. c. Close the Services window.

4

Log on to the Communication Control Toolkit server.

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Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.

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Expand NCCT Admin and select Importing Tools. Result: The available importing tools appear in the right pane of the console.

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Double-click the Import M1 TSP Data import tool. Result: The Import M1 TSP Data Properties dialog box appears.

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Click Browse. Result: The available terminals and addresses in the TAPI Service Provider for M1 database appear.

Note: No selection is possible; you must import all available terminals and addresses to ensure that all terminals are imported with their associated addresses and vice versa. 9

Click Apply. Result: The Importing from M1 dialog box appears.

10

Click OK. Result: The M1 Database is imported.

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Step 32. Import the Windows users into CCT You can import Windows users from the from the Communication Control Toolkit 6.0 server and the local domain using the Import Windows Users tool. A Communication Control Toolkit user is a logical representation of a Microsoft Windows user. If you do not want to import Windows users, skip this step and continue on to Step 33. “Import the agent workstations into CCT” on page 809. Some considerations for importing users from a domain. „

If you import users from a domain, the Communication Control Toolkit user must be logged on to the specified domain.

„

If you import domain users configured using the domain.companyname.com format, the utility imports the user in the format domainname\username.

„

If you import users from a domain, the Communication Control Toolkit administrator must be logged on to the server using a domain user account that is also a local administrator account on the Communication Control Toolkit server.

To import Windows users 1

Log on to the Communication Control Toolkit server.

2

Make sure that the following Control Communication Toolkit server services are stopped: „

NCCT Server

„

NCCT TAPI Connector Service (if installed)

„

Nortel MPS Service (if installed)

„

Nortel RSH Daemon (if installed)

To stop the services a. Click Start > Administrative Tools > Services. b. Right-click each service, and then click Stop. c. Close the Services window 3 806

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Restart the Data Access Layer Service. a. Click Start > Administrative Tools > Services. b. Right-click the NCCT Data Access Layer service, and then click Restart. Result: The service is restarted. c. Close the Services window.

5

Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.

6

Expand NCCT Admin.

7

Click Importing Tools. Result: The available Importing Tools appear.

8

Double-click Import Windows Users.

9

In the Location box, select the domain or server in which you want to look for Windows users. You can import CCT Server users, CCT Domain users, or by selecting CCT server in the Location box. To import Windows users from the CCT Server, perform the following: a. In the Location box, select the CCT server from which you want to import users. b. In the Object Type box, select the group of users you want to display. You can look for all users, a particular user name, a last name, or a first name. You can select one of the following: Find All Users—find all Windows user accounts on the CCT server. User Name—find all Windows user accounts where the user name or logon ID matches or contains the value in the Object Name box. Last Name—find all Windows user accounts where the last name matches or contains the value in the Object Name box. First Name—find all Windows user accounts where the first name matches or contains the value in the Object Name box. c. In the Object Name box, type the text you are using in a search for User Name, Last Name or First Name search.

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d. Click Find Now. Result: The Windows users appear in the Search Results list. To import Windows users from the CCT domain, perform the following: a. In the Location box, select the CCT Domain from which you want to import users. b. In the Object Type box, select the group of users you want to display. You can select one of the following: Find All Users—find all Windows user accounts on the CCT server. User Name—find all Windows user accounts where the user name or logon ID matches or contains the value in the Object Name box. Last Name—find all Windows user accounts where the last name matches or contains the value in the Object Name box. First Name—find all Windows user accounts where the first name matches or contains the value in the Object Name box. User Group Name—find all Windows user accounts where the user group name matches or contains the value in the Object Name box. Organizational Name—find all Windows user accounts where the organization name matches or contains the value in the Object Name box. c. In the Object Name box, type the text you are using in a search for User Name, Last Name, First Name, User Group Name, or Organizational Name search. d. Click Find Now. Result: The Windows users appear in the Search Results list. 10

In the Search Results box, select the Windows users you want to import. To select multiple users, press the CTRL key while you are selecting each user. To select all Windows users, click Add All.

11

Click Add. Result: The selected users appear under Selected Users.

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12

Click Apply.

13

Click OK.

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Step 33. Import the agent workstations into CCT You can import workstations from the local domain using the Import Workstations tool. To import domain users, the Communication Control Toolkit administrator must be logged on to that domain. Note: If the Communication Control Toolkit server is on a stand-alone server in a workgroup, then there are no other workstations to import.

Importing local domain workstations 1

Make sure that the following Control Communication Toolkit server services are stopped: „

NCCT Server

„

NCCT TAPI Connector Service (if installed)

„

Nortel MPS Manager (if installed)

„

Nortel RSH Daemon (if installed)

To stop these services: a. Click Start > Administrative Tools > Services. b. Right-click each service, and then click Stop. c. Close the Services window. 2

Close the NCCT 6.0 Console.

3

Restart the Data Access Layer Service. a. Click Start > Administrative Tools > Services. b. Right-click Data Access Layer service, and then click Restart. c. Close the Services window.

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Click Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console. Result: The NCCT 6.0 Console appears.

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On the NCCT 6.0 Console, expand NCCT Admin, and click Importing Tools. Result: The available importing tools appear in the right pane of the console.

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Double-click Import Work Stations. Note: If the Communication Control Toolkit server is in a workgroup on a stand-alone server, then there are no available workstations to import. Result: The Import Work Stations Properties dialog box appears.

7

Press the CTRL key, and select the workstations. Result: The required workstations are selected for adding to the importing list.

8

Click Add. Result: The required workstations are added to the Selected Workstations list.

9

Click OK. Result: The selected workstations are imported into the Communication Control Toolkit database.

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Step 34. Map terminals to workstations (optional) If you want to have a one-to-one mapping between terminals and workstations, than perform this step. Proper configuration for hotdesking Contact Center Agent Desktop applications requires that each terminal is mapped to only one workstation in Communication Control Toolkit.

Mapping a terminal to a workstation 1

On the NCCT 6.0 Console, click Terminals. Result: The Terminals folder on the console is selected.

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Double-click the terminal to configure. Result: The New Terminal Properties dialog box appears.

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Click the Workstation Maps tab. Result: The Workstation Maps page appears.

4

Select the appropriate workstations in Available WorkStations.

5

Click Add to move the selected workstation to the Mapped WorkStation box. Result: The workstation appears in the Mapped WorkStation box.

6

Click OK. Result: The workstation is mapped to the terminal.

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Step 35. Map users to addresses, terminals, and contact center users Before you map a configured user to another Communication Control Toolkit resource, you must first make sure that the other resource exists and that it is configured correctly. You are not required to map terminals to agents if the agents handle only e-mail contacts. Map Contact Center users to Windows users, so that the Windows users have access to the contact center software functionality. For example, when Contact Center Agent Desktop is deployed, mapping a Contact Center user to a Windows user identifies the Agent ID assigned to the user in Contact Center Manager Administration. Map Windows users to terminals or addresses to assign a communication point to the Contact Center user, or agent, to handle contacts. For example, when CCT identifies an incoming call is destined for a specific user, because the terminals and addresses are mapped to the Windows user, CCT rings the correct terminal/ extension where the Windows user is working

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Mapping a user to an address and address groups 1

On the NCCT 6.0 Console, select Users. Result: The Users folder on the console is selected.

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Double-click the user you want to configure. Result: The User Properties dialog box appears.

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Click the Address Maps tab. Result: The Address Maps page appears.

4

Select the appropriate addresses and address groups from Available Addresses and Address Groups.

5

Click Add to move the selected Addresses and Address Groups to the Mapped Addresses and Address Groups list.

6

Click OK. Result: The addresses and address groups are mapped to the current user.

Mapping a user to a terminal and terminal group 1

On the NCCT 6.0 Console, select Users. Result: The Users folder on the console is selected.

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Double-click the user you want to configure. Result: The New User Properties dialog box appears.

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Click the Terminal Maps tab. Result: The Terminal Maps page appears.

4

Select the appropriate terminal and terminal group from those in Available Terminals and Terminal Groups.

5

Click Add to move the selected terminals and terminal groups to the Mapped Terminals and Terminal Groups list.

6

Click OK. Result: The terminals and terminal groups are mapped to the current user.

Mapping a user to a Contact Center user and Contact Center user group 1

On the NCCT 6.0 Console, select Users. Result: The Users folder on the console is selected.

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Double-click the user you want to configure. Result: The New User Properties dialog box appears.

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Click the Agent Maps tab. Result: The Agent Maps page appears.

4

Select the appropriate contact center users and contact center user groups from those in Available Agents and Agent Groups.

5

Click Add to move the selected contact center users and contact center user groups to the Mapped Agents and Agent Groups list.

6

Click OK. Result: The contact center users and contact center user groups are mapped to the current user.

What is next? Log on to the Contact Center Multimedia Administrator application to begin configuring the outbound, e-mail, or Web communications contacts, based on your license. Go to Step 36. “Understand the contact types” on page 826.

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Section J: Contact type configuration

In this section Step 36. Understand the contact types

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Step 37. Log on to the Multimedia Administrator

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Step 38. Start the configuration tool

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Step 39. Update the E-mail Manager service

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Step 36. Understand the contact types You can use the Multimedia Administrator to configure the contact types in the Contact Center Multimedia/Outbound component of Contact Center, including outbound, e-mail, and Web communications. The Operations and Administration Maintenance (OAM) service retrieves information about skillsets, route points, and agents from the Contact Center Manager server, and provides the data to the Multimedia Administrator to configure Multimedia properties for skillset and agents. You can use Contact Center Manager Administration to create skillsets and route points. For more information about creating skillsets and route points, see the Contact Center Manager Administrator’s Guide. Your contact center licensing affects the contact types you are able to configure. You can use the License Manager file on Contact Center Manager Server to determine what licenses you have. For more information about the license codes, see Appendix B, “Feature licensing.” All of the contact types are described in Step 37. “Log on to the Multimedia Administrator” on page 830.

Configuring the outbound contacts Use the Outbound Campaign Management Tool to create, modify, and monitor outbound campaigns. An outbound campaign is a series of outbound calls for one specific purpose, for example, a customer survey or a sales promotion. You can configure a maximum of 20 outbound campaigns with 2500 contacts in each campaign. Only one step is required to configure outbound contacts: configure the route points for all outbound skillsets.

Configuring the E-Mail Manager Use the E-Mail Manager to communicate with customers over the internet. Customers communicate using their e-mail client application to receive an email response from the agent. The E-mail Manager provides the following functionality: 826

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„

the ability of the contact center to receive e-mail requests from multiple mailboxes and multiple servers for presentation to agents as multimedia contacts

„

intelligent routing of e-mail to deliver each e-mail message to the agent who has the subject knowledge to respond, send an auto-response, or close the contact

„

an Agent Desktop interface for agents to respond efficiently to customers without need for a desktop e-mail client

„

easy referencing of the thread of conversation between the customer and the agent

„

the ability to select a contact type based on the e-mail message and attachments received, such as text messages (SMS), voice mail, or fax messages

„

the ability to handle contacts using one method when the contact center is open and another method when the contact center is closed

Some steps are required to configure the E-mail Manager: configure the skillsets, setup the servers, and configure the default rules for a recipient mailbox.

Configuring the Web Communications Manager Use the Web Communications Manager to communicate with customers over the Internet. Agents and customers directly communicate in real time by conducting a two-way conversation by exchanging text messages using Javascript- and frame-compliant Web browsers. The Web Communications Manager provides the following functionality: „

intelligent routing of customer communications to the agent who has the subject knowledge to respond

„

an Agent Desktop interface for agents to respond efficiently to customers

„

easy referencing of the thread of conversation between the customer and the agent in a text chat session

„

an optional customer-centered multimedia presentation to the customer’s browser while the customer waits for an agent

„

push Web pages to the other party during conversations for discussions

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Some steps are required to configure the Web Communications Manager: configure the skillsets, and configure the Web server.

Some definitions to know The following is a list of definitions that you need to understand before configuring the contact types in Contact Center Multimedia/Outbound.

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A skillset is a label applied to a set of skills, capabilities, or knowledge that an agent requires to respond to a given request. The skillsets are retrieved from the Contact Center Manager database. You must select a route point for a skillset used to route outbound contacts.

„

A route point is a location on the open queue that queues incoming calls to and runs through a script on the Contact Center Manager Server.

„

An auto-response is an e-mail message sent to a customer with no agent interaction. An auto-response can be an intelligent response, such as a sales promotion flyer, or an acknowledgement, such as “We received your e-mail and will respond to you within three days.”

„

A recipient mailbox is a container on the e-mail server that hold e-mail messages. Standard mailboxes are monitored by the Contact Center E-mail Manager, which routes the e-mail to an agent or group of agents (skillset) based on an analytical search of the sender address, the recipient address, the subject and body of an e-mail for predetermined keywords, or a combination of these. The e-mail server must be compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP). Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e-mail retrieval. Basic authentication passes the mailbox user and password in clear text to the email server. You can increase your security by adding Secure Socket Layer (SSL) encryption. For more information about SSL encryption, see “Enable SSL on the E-mail Manager” on page 1281.

„

An e-mail alias is not a real e-mail account; an alias is an address that forwards all e-mail messages it receives to another e-mail account. For example, the mailbox [email protected] can have the aliases [email protected] and [email protected]. E-mail addressed to either of these aliases are forwarded to the [email protected] mailbox. The Email Manager routes the e-mail messages according to the rules based on the alias mailboxes. Contact Center Multimedia/Outbound

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Aliases can be useful to filter e-mail messages. For example, you can define an alias for a short promotional period after which e-mail messages that arrive at that alias are discarded. „

A text chat session is a two-way conversation between an agent and a customer. The exchange of messages is private to the customer and agent.

„

Web-on-hold is a set of Web pages that appear in a customer Web browser while the customer waits for an agent to answer the contact.

„

A page push is the ability of an agent or a customer to send a URL to the other party.

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Step 37. Log on to the Multimedia Administrator You configured the contact types during the configuration of your old Contact Center Multimedia server, and the information was migrated to your new Contact Center Multimedia server when you restored the database backup. If you are not adding or changing any Multimedia contacts configuration, then proceed to Step 39. “Update the E-mail Manager service” on page 851. The first time you log on to the Multimedia Administrator, use the following: „

Username: SysAdmin

„

Password: _ _ccmm!

Nortel recommends that after you finish configuring the Multimedia contact types, you change the default Administrator password.

Logging on to the Multimedia Administrator

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1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

Type your user ID and password.

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Click OK. Result: The Contact Center Multimedia Administrator window appears. If you are opening the Contact Center Multimedia Administrator for the first time, The Getting Started screen opens with the Multimedia Administrator window. Note: The Getting Started window shows that licenses are available for e-mail, outbound, and Web communications in this contact center.

4

To log off the Multimedia Administrator, click File > Exit.

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Step 38. Start the configuration tool After you log on to the Multimedia Administrator application, you can immediately begin to configure the contact types. 1

If the Getting Started window does not appear immediately after you log in to the Administrator application, on the Utilities menu of the Multimedia Administrator, click Getting Started. Result: The Getting Started window appears. Note: Once you begin these steps, you cannot stop or go back to a previous step. You can, however, modify your settings later.

Note: The line below the title of the Getting Started window shows your current license.The procedures in this chapter assume that you have user licenses for contacts of type outbound (OB_), and e-mail (EM_), and Web communications (WC_). Your licensing can be different. 832

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Click Begin. Result: The Skillset Settings window appears.

Configuring skillsets You must configure a route point for all skillsets you use for multimedia contacts. You must configure at least one skillset for each contact type for which you are licensed. „

Voice skillsets are prefixed by VO_ or do not contain a prefix.

„

E-mail skillsets are prefixed by EM_. You can also configure an optional autoresponse for an e-mail skillset that is used to respond immediately to an e-mail message from a customer.

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Outbound skillsets are prefixed with OB_.

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Web Communication skillsets are prefixed with WC_.

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1

Select the first skillset you use to route multimedia contacts.

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Click Edit.

If you edit a skillset for outbound contacts or Web communications, the Edit Skillset window appears:

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3

In the Route Point list, select the route point that you want to assign to the skillset.

4

Click Save. Result: The Edit Skillset window closes. In the Skillset Settings window, the configured route point appears next to the skillset.

5

Repeat steps 1–4 for each skillset required. You must configure at least one skillset for each contact type you are licensed to use (-mail [EM], voice [VI], Web communications [WC], outbound [OB]).

6

When all skillsets are configured, click Close to close the Skillset Settings window.

Click OK, and begin the contact configuration using the Getting Started window again.

What is next? If you have only outbound contacts licensed, your required configuration in the Multimedia Administrator application is complete. Note: You can configure other settings, such as the Outbound Scheduler. For more information about the Outbound Scheduler, see the Multimedia Administrator online Help. If you are licensed for e-mail messages or Web communications, the Server Configuration window appears and you can continue configuring your requirements for the E-mail Manager or the Web Communications Manager.

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Configuring the e-mail servers You must configure the following: „

An inbound server (POP3) for e-mail messages received by the contact center

„

An outbound server (SMTP) for e-mail messages sent by the contact center

Note: If you configured the e-mail servers during installation, then skip this step. You can configure primary and secondary e-mail servers. If your system cannot log on to a mailbox, the E-mail Manager attempts to connect to the secondary POP3 host. Likewise, if an SMTP connection attempt fails, the secondary SMTP host is used. If e-mail is duplicated in both the primary and secondary e-mail servers, and a failure of the primary server occurs, the e-mail retrieved from the secondary e-mail server is duplicated in the Multimedia database when the primary server is restored. Note: You must ensure that the primary and secondary servers are configured with identical mailbox names, passwords, and SMTP authentication settings (if applicable).

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You can configure additional e-mail servers. For information about configuring additional servers, see the Multimedia Administrator online Help. To configure the inbound mail server 1

In the Server Settings window, double-click Inbound Mail Server (POP3). Result: The E-mail Server Properties window appears.

2

Enter the following information: Primary Hostname: Type the name of the server that receives e-mail messages. Server Type: For inbound mail servers, select POP3. Port Number: Type the port number for the e-mail server. Secondary Hostname: If you have a backup e-mail server, provide a hostname for the backup server.

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Click Save. Result: The E-mail Server Properties window closes.

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To configure the outbound mail server 1

In the Server Settings window, double-click Outbound Mail Server (SMTP). Result: The E-mail Server Properties window appears.

2

Enter the following information: Primary Hostname: Type the name of the server that receives e-mail messages. Server Type: For inbound mail servers, select POP3. Port Number: Type the port number for the e-mail server. Secondary Hostname: If you have a backup e-mail server, provide a hostname for the backup server.

3

Under Security, select the SMTP authentication, if required, for your outbound e-mail server. Note: SMTP Authentication must be enabled on the e-mail server. On the Multimedia E-mail Manager, the SMTP service must authenticate itself with the correct user name and password before e-mail is sent. SMTP authentication is required if you are using aliases.

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Click Save. Result: The E-mail Server Properties window closes. If you are licensed for Web Communications, the External Web Server Properties window appears. If you are not licensed for Web Communications, the New Recipient window appears.

Configuring the external Web server If you are not licensed for Web communications contacts, continue with “Creating a recipient mailbox” on page 841. Initially, the external Web server is the server that you use for developing one or two Web pages for your corporate Web site. You can use the development server configuration for development and testing. When you are ready to move the Web pages to the production Web server that is accessed by your customers, you must change the name of the external Web server. For more information about installing the external Web server, see Chapter 3, “Installing and configuring the external Web server.”. To configure the external Web server 1

In the Server Settings window, double-click External Web Server (HTTP). Result: The Server Properties window appears.

2

Enter the following information: Server Name: Type the name of the external Web server. Server Port: Type the port number for the external Web server.

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Click Save. Result: The Server Properties window closes.

4

Click Close. Result: The New Recipient window appears.

What is next? If you have only Web communications contacts licensed, your required configuration in the Multimedia Administrator application is complete. Note: You can configure optional settings for Web communications contacts, such as the Web-on-hold Hurls and autophrases. For more information about the optional Web communications contact configurations, see Chapter 12, “Configuring Web communications settings.”

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If you are licensed for e-mail messages, the New Recipient window appears and you can continue configuring your requirements for the E-mail Manager.

Creating a recipient mailbox Contact Center Multimedia/Outbound polls specific recipient mailboxes on the e-mail server based on a list of mailboxes defined in the Multimedia Administrator recipients list. The e-mail retrieved from these mailboxes is routed based on defined rules that can are applied to either enabled or alias mailboxes. You must ensure that any enabled e-mail address that you want to configure in the E-mail Manager is already configured on your corporate e-mail server. For example, the mailbox [email protected] can have the aliases [email protected] and [email protected]. E-mail messages addressed to either of these aliases are forwarded to the [email protected] mailbox. The treatment of the two aliases can be different, because the routing rules are based on the aliases. In Contact Center Multimedia, you must configure all enabled and alias mailboxes. In this example, you must configured the enabled recipient mailbox, [email protected], and the alias mailboxes, [email protected] and [email protected]. To create a recipient mailbox Mailbox names are case-sensitive. You must type the mailbox name exactly as it appears on your e-mail server. 1

On the New Recipient window, in the Mailbox Name box, type the name of a mailbox set up the e-mail server. Note: If the Contact Center Multimedia/Outbound server is not in the same domain as the e-mail server, you must also include the domain. Include the domain in the format domain\user (Windows 2000) or user@domain (postWindows 2000) in the Mailbox Name box. Example: To enter the e-mail address [email protected], in the Mailbox Name box, type sales, and in the E-mail Domain box, type nortel.com. Example: To enter the e-mail address [email protected], in the Mailbox Name box, type europe\sales or [email protected], and in the E-mail Domain box, type europe.nortel.com.

2

In the E-mail Domain box, type the domain for your e-mail server.

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In the Password box, enter the password for the mailbox. Attention: When you change a password on the e-mail server, you must update this password in the Multimedia Administrator.

4

In the Confirm box, type the same password you typed in the Password box.

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In the Display Name box, type the name you want to appear in the e-mail From address (for example, sales department).

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In the POP3 Server box, ensure that the host name of your POP3 server is selected.

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In the SMTP Server box, ensure that the host name of your SMTP server is selected.

8

Select the Enabled or Alias option. „

Select the Enabled option to include the e-mail mailbox in the set of mailboxes from which incoming e-mail is retrieved.

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Select the Alias option to configure this mailbox as an alias. The address of an alias can be used in rules configuration and outbox mapping, but a recipient box configured as an alias address not contain e-mail.

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In the Process Up to box, type the maximum number of e-mail messages the mailbox can accept every time it scans the database. You can enter a different value for this variable for each mailbox. The default value is 10.

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Select the Use alternative username for SMTP Authentication box if you are configuring an inbox as an alias. If SMTP authentication is enabled on your E-mail Server, and you are using aliases, you log on to the SMTP server with a different user name.

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In the Username box, type the SMTP server logon name. You can have mailboxes on multiple e-mail servers. You can have multiple e-mail servers for e-mail or fax messages, load balancing, and managing email subtypes. Each e-mail server is polled for the mailboxes that it hosts. Configure additional e-mail servers using the Server Configuration window and procedure described in “Configuring the e-mail servers” on page 836.

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Click Save. Result: The System Default Rule window appears. Note: The New Recipient box is still open for your reference.

Modifying the system default rule The system default rule is used one of two ways: 1.

If the e-mail message has an address that matches a recipient mailbox configured in the E-mail Manager, it is used as a template for the last rule in the recipient mailbox. It ensures that an e-mail addressed to the recipient is assigned to a skillset, if it matches no other regular user-defined rules.

2.

If the e-mail message has an address that does not match a recipient mailbox configured in the E-mail Manager, the system default rule is used to assign the e-mail to a skillset.

To modify the system default rule, you must select a route point for the default skillset. You can configure the other properties of the rule, including the skillset used for routing the e-mail.

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When you create a recipient mailbox, the system default rule is copied as the last regular rule into list of rules for the recipient mailbox. The default rule ensures that all contacts received by the mailbox are assigned a skillset. CAUTION Risk of routing failure .

The intention of the system default rule is to route all contacts that do not match any other rules. If you change the properties of the rule, you affect the behavior of the System default rule, which affects all recipient mailboxes you configure in the E-mail Manager. If the skillset associated with a default rule is deleted, the default skillset, EM_Default_Skillset is used as a substitute. If the EM_Default_Skillset is deleted, the system stops processing e-mail messages.

The default settings for the system default rule are: „

use the e-mail default skillset, EM_Default_Skillset

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use no auto-response

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assign priority 3 (medium high)

If you did not configure the route points for all of the skillsets, you must configure the route points for the skillset you assign to the system default rule. For more information, see “Configuring skillsets” on page 833. To modify the system default rule 1

From the Skillset list, select a skillset name. You can accept the current default.To select the route point for the skillset, perform the following steps: a. Click Properties to open the skillset properties to change the route point. Result: The Edit Skillset window appears.

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b. In the Route Point list, select a different route point. c. Under Auto-Signature, type an auto-signature (optional). The autosignature is text appended to each e-mail message sent from the contact center in addition to the agent message. The text in the autosignature contains corporate disclaimer information and must be in fixed-width font. The auto-signature appears in an e-mail message after any personal signature, which is configured in the Agent Desktop application. d. Click Save. Result: The Edit Skillset window closes. 2

To change the auto-response settings, under Select Optional AutoResponses, select another auto-response from the list. For more information about auto-responses, see the Contact Center Multimedia Administrator online Help.

3

To change the priority, under Select Priority, select a different priority for the contact. For more information about priorities, see the Contact Center Multimedia Administrator online Help.

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Click Save. Result: The System Delivery Failure Rule window appears.

Modifying the system delivery failure rule The system delivery failure rule is used for one of the following purposes: 1.

If the e-mail message has an address that matches a recipient mailbox configured in the E-mail Manager, the system delivery failure rule is used as a template for the first rule applied in all recipient mailboxes. It ensures that an e-mail message that contains particular phrases, such as undeliverable, are not routed to agents.

2.

If the e-mail message has an address that does not match a recipient mailbox configured in the E-mail Manager, the system delivery failure rule deletes the e-mail message if it contains particular phrases, such as undeliverable.

To modify the system delivery failure rule, you must select a route point for the default skillset. You can configure the other properties of the rule, including the skillset used for routing the e-mail.

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When you create a recipient mailbox, the system delivery failure rule is copied as the first regular rule into list of rules for the recipient mailbox.To configure the system delivery failure rule, you must select a route point for the default skillset. You can configure the other properties of the rule, including the skillset to assign e-mail to, and other keywords. By default, the following keywords are used in the Delivery failure keywords keyword group: „

Delivery Failure

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Undeliverable

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Returned mail

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Unknown Recipient

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Delivery Report

You can add words to the default keyword list, but do so with caution. Words in different contexts (such as unknown) in the keyword list for the delivery failure rule, can cause valid e-mail to be routed as undeliverable. In this case, use specific phrases instead of individual words. When you create a mailbox, it is automatically assigned a delivery failure rule, which is copied from the system delivery failure rule. CAUTION Risk of routing failure .

The intention of the delivery failure rule is to route undeliverable contacts. If you change the properties of the rule, you affect the behavior of the system delivery failure rule, which affects all recipient mailboxes you configure in the E-mail Manager. If the skillset associated with a system delivery failure rule is deleted, the default skillset, EM_Default_Skillset is used as a substitute. If the EM_Default_Skillset is deleted, the system stops processing e-mail messages.

The default settings for the system delivery failure rule are: Installation and Maintenance Guide

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use the e-mail default skillset, EM_Default _Skillset

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use keyword group Delivery Failure keywords

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assign priority 6 (lowest)

Note: If you did not configure the route points for all of the skillsets, you must configure the route point for the skillset for the system delivery failure rule. See “Configuring skillsets” on page 833. Note: You cannot use an auto-response for a delivery failure rule. To modify the system delivery failure rule 1

Select a skillset name from the list. You can accept the current default. To change the route point for the skillset, perform the following steps: a. Click Properties to open the skillset properties to change the route point. Result: The Edit Skillset window opens. b. In the Route Point list, select a different route point. c. Below Auto-Signature, type an auto-signature (optional). The autosignature is text appended to each e-mail message sent from the contact center in addition to the agent message. The text in the autosignature contains contain corporate disclaimer information and must be in fixed-width font. The auto-signature appears in an e-mail message after any personal signature, which is configured in the Agent Desktop application. d. Click Save. Result: The Edit Skillset window closes.

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To change the keyword group, under Select Keyword Group, select an existing keyword group from the list. For more information about keyword groups, see the Contact Center Multimedia Administrator online Help.

3

To change the priority, under Select Priority, select a different priority from the list for the contact. For more information about priorities, see the Contact Center Multimedia Administrator online Help.

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Select the check box, This Rule will close the Contact if you want the rule to close the contact.

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Click Save. Result: The System Delivery Failure Rule window and the New Recipient window closes. The Rules window appears.

Viewing the sequence and status of the rules 1

In the Rules window, review the rule summary. Note: The legend at the bottom of the window explains the symbols next to the rule names.

2

Click Close. Result: A confirmation message appears:

3

Click OK.

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Click OK to close the Getting Started window. You can return to the Getting started window at any time: On the Utilities menu of the Multimedia Administrator, click Getting Started.

What is next? Nortel recommends that you complete the base configuration of Contact Center Multimedia by working through the rest of this chapter. If you want to add recipients, create rules, configure outbound e-mail settings, create barred e-mail addresses, create closed reasons, or set outbound timers, you can perform these tasks after you are finished the base configuration of Contact Center Multimedia. For more information about configuring additional settings for the contact types, see the Contact Center Multimedia Administrator online Help. Proceed to Step 39. “Update the E-mail Manager service” on page 851.

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Step 39. Update the E-mail Manager service The following Contact Center Multimedia services are installed with the Multimedia server software: „

CCMM E-mail Manager

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CCMM License Manager

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CCMM Manager Client

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CCMM OAM

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CCMM Outbound Scheduler

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CCMM Starter

The CCMM License Manager and the CCMM Starter services start automatically if the Contact Center Multimedia server software is installed successfully. The CCMM License Manager service ensures a valid license exists for the Multimedia server, then the CCMM Starter service starts the remaining services, except the CCMM E-mail Manager service. You must configure and then start the CCMM E-mail Manager service.

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Verifying the License Manager and Starter services are started 1

On the Windows Start menu, click All Programs > Administrative Tools > Services.

2

Next to CCMM License Service, verify that the Status is Started and the Startup Type is Automatic.

3

Next to CCMM Starter Service, verify that the Status is Started and the Startup Type is Automatic.

4

Verify that the following services are started: „

CCMM Manager Client

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CCMM OAM service

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CCMM Outbound Scheduler

If a service is not started, in the Windows Services Control Panel, right-click the service name, and then click Start.

Configuring the E-mail Manager service The E-mail Manager service, if the e-mail feature is licensed in your contact center, is started by the CCMM Starter service. You must ensure that the E-mail Manager service is configured to start manually.

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1

Open the Windows Services window, if it is not already open. On the Windows Start menu, click All Programs > Administrative Tools > Services.

2

Select the CCMM E-mail Manager service.

3

Right-click on the service, and select Properties. Result: The Service Properties window appears.

4

In the Startup Type list, select Manual.

5

Click Apply.

6

Click OK.

Starting the E-mail Manager service 1

In the Windows Services Control Panel, right-click CCMM E-mail Manager service, and then click Start.

2

Close the Windows Services Control Panel.

What is next? Configure the users in Contact Center Manager Administration and Communications Control Toolkit before you start the client applications. For more information, continue with Step 40. “Configure the administrators” on page 856.

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Section K: Agent configuration

In this section Step 40. Configure the administrators

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Step 41. Configure hotdesking (optional)

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Step 42. Start the client applications

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Step 40. Configure the administrators Note: You configured the user types during the configuration of your old Contact Center Multimedia server, and the information was migrated to your new Contact Center Multimedia server when you restored the database backup. If you are not adding or changing any Multimedia user configuration, then proceed to Step 41. “Configure hotdesking (optional)” on page 859. Nortel recommends that you now change the default password from what is published in this guide. Any administrator can change all of the configuration properties in the Multimedia Administrator application.

Changing the default password You must change your default administrator password. To change the default password

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1

Log on to the Multimedia Administrator.

2

Expand General Administration.

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Double-click Administrator Settings. Result: The Administrator Settings window appears.

4

Select the default administrator.

5

Click Edit. Result: The Edit Administrator window appears.

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Click Reset Password. Result: The Password Reset window appears. The default user login ID is appears dimmed so that you cannot change it.

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In the New Password box, type the password for the administrator.

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In the Confirm box, type the password again to confirm it.

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Click Save to close the Password Reset window.

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Click Save to close the Edit Administrator window.

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Step 41. Configure hotdesking (optional) You can use hotdesking to configure your contact center so that an agent can sit at a different desk every day and log on to the Contact Center Agent Desktop. With hotdesking enabled and properly configured, when agents start the Contact Center Agent Desktop, they are automatically mapped to the relevant terminal and addresses without user intervention. Proper configuration for hotdesking Contact Center Agent Desktop applications requires that each terminal is mapped to only one workstation in Communication Control Toolkit. When hotdesking is also configured for a Citrix environment, agents are challenged with a dialog box asking them to enter a string that identifies their workstation. The string must be the same as the string that is configured as the workstation name in the Communication Control Toolkit configuration. You must configure the popup dialog in a Citrix environment. To configure hotdesking 1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

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Double-click Agent Desktop Configuration.

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Under Hot-Desking, select the Enabled check box.

5

Click Save.

To configure the pop up window for a Citrix environment

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In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

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Double-click Agent Desktop Configuration.

4

If you are working in a Citrix environment, select the Prompt for WorkStation check box.

5

Click Save.

Using hotdesking in the Contact Center Agent Desktop When working in a Citrix environment, if both hotdesking options are set to 1, then agents can enter a string that uniquely identifies their workstation. You must create the workstation name in the Communication Control Toolkit, and map a terminal to that workstation. For information about creating and mapping resources, see the Communication Control Toolkit Installation and Maintenance Guide.

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Step 42. Start the client applications You must complete the following tasks before you can start the client applications: „

Install and configure the Contact Center Multimedia server.

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Install and configure Microsoft .Net Framework version 1.1 and service pack 1, and install the CCMM_Security_Policy file.

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Configure the phonesets on the switch.

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Configure the Multimedia server in the Contact Center Manager Administration.

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Configure users, assign the correct access classes, and configure scripts in Contact Center Manager Administration.

„

Import and map users in the Communications Control Toolkit.

Now you are ready to start the client applications: the Contact Center Agent Desktop to handle telephone and multimedia contacts, and the Outbound Campaign Management Tool to configure outbound campaigns. Note: If you have a proxy server, you must ensure that your clients have access to the Agent Desktop URL on the Contact Center Multimedia server.

Starting the Contact Center Agent Desktop When you log in, you are available to handle all media types for which you are licensed (for example, voice, outbound, or e-mail). If you are assigned to a skillset for a particular media, then you can receive and create contacts in that media.

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To start the Agent Desktop application 1

On a client in Windows Explorer, or Internet Explorer, type http:// <Servername>/agentdesktop/CCAD.exe, where <Servername> is the name of the Multimedia server where the Agent Desktop interface is installed. Note: If you create a shortcut, you can start the application by clicking the Agent Desktop shortcut. Result: The Agent Desktop telephony toolbar appears.

2

Click Logged Out.

3

In the ID box, type your password. Your agent ID is based on the Communications Control Toolkit implementation for your contact center. Note: A password is required only if you are logging on to the Agent Desktop interface to handle multimedia contacts. If you are a multimedia agent, you must change your password after you log on. For information about changing your password, see the Contact Center Agent Desktop User’s Guide. Result: The system verifies your ID and logs you on to the Agent Desktop application. The Logged Out button changes to Logged In.

Prerequisites for starting the Outbound Campaign Management Tool You must complete the following tasks before you can start the client applications:

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Install and configure the Contact Center Multimedia server.

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Install and configure Microsoft .Net Framework version 1.1 and service pack 1, and install the CCMM_Security_Policy file.

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Configure the phonesets on the switch. Contact Center Multimedia/Outbound

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Configure the Multimedia server in the Contact Center Manager Administration.

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Configure users, assign the correct access classes, and configure scripts in Contact Center Manager Administration.

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Import and map users in Communications Control Toolkit.

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Ensure you have the user basic access rights to the outbound component.

To assign user basic access rights to the Outbound component 1

Log on to Contact Center Manager Administrator. For instructions, see “Logging on to Contact Center Manager Administration” on page 756.

2

Click Access and Partition Management.

3

In the Access and Partition Management component, choose View/Edit > User Administration.

4

Select the user from the list in the system tree.

5

In the window on the right, click Basic Access Rights.

6

Check the Outbound component.

7

Click Submit.

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Starting the Outbound Campaign Management Tool 1

Click the Outbound component in the Contact Center Multimedia/ Outbound launchpad window. Result: The Outbound window appears.

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On the left side of the Outbound window, click on a Contact Center Multimedia server. Result: The Outbound Campaign Management Tool window appears.

See the Contact Center Manager Administrator’s Guide for more information about creating an outbound campaign.

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Contact Center Multimedia/Outbound

part 3 Configuring the CCMM Standby server

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Chapter 8

Installing the Standby server In this chapter Overview

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Section B: Installation

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Section C: Postinstallation

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Overview Geographic Redundancy is a feature of the Contact Center Multimedia/ Outbound server that provides a server backup in case of catastrophic failure. Geographic redundancy is implemented using a Standby server, or Redundancy server that mirrors the Multimedia database and provides a quick recovery if the Active server stops processing contacts. If Geographic Redundancy is licensed in your contact center, use this chapter to perform the steps required to install and initially configure your Standby server. The Standby server installation contains all components, but you can only see the components for which you are licensed. All unlicensed components are blocked. This chapter assumes that all features are installed on your Multimedia servers.

What you need The following checklist contains the software and equipment you must have to install the standby server software for Contact Center Multimedia/Outbound 6.0. Description

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Done

All tasks and procedures in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide are complete. You can get the latest copy of the this guide on Helmsman (www.nortel.com/helmsman).

❑

Your Contact Center Multimedia Standby server is configured exactly as your Contact Center Multimedia server.

❑

The Nortel Contact Center DVD is available.

❑

Your clients are configured. For more information, see Chapter 2, “Installing the Multimedia/Outbound server.”

❑

Your switch and phone lines are configured. For more information, see Chapter 2, “Installing the Multimedia/Outbound server.”

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Description

Done

The Contact Center Manager server is configured for the contact center. For more information, see Chapter 2, “Installing the Multimedia/Outbound server.”

❑

The Contact Center Manager Administration server is installed and operational for voice contacts, and all of the agent phonesets, multimedia skillsets, supervisors, agents, route points, and scripts are configured. For more information, see Chapter 2, “Installing the Multimedia/Outbound server.”

❑

The Communication Control Toolkit server is installed and configured, TAPI is configured, and all resources are imported. For more information, see Chapter 2, “Installing the Multimedia/Outbound server.”

❑

The Contact Center Multimedia server software is installed and configured on the primary server. For more information, see Chapter 2, “Installing the Multimedia/Outbound server.”

❑

The Contact Center Manager server, the Contact Center Manager Administration server, the Communication Control Toolkit server, and the Contact Center Multimedia server are on the same subnet and have good network connectivity.

❑

The Installer’s Road Map preinstallation checklist is completed and available for reference. You can get the latest copy of the Installer’s Road Map from the Partner Information Center (www.nortel.com/pic).

❑

Timing The following installation times provide an estimate of the time required for software installation. „

Preinstallation (including operating system installation and configuration): 45 minutes plus time for backing up the active server Backing up the Multimedia database takes approximately 5 minutes for each 1 GB of data.

„

Installing the server software: 30 minutes

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Postinstallation: 30 minutes plus time for restoring the Multimedia database on the Standby server Restoring the database takes approximately 5 minutes for each 1 GB of data.

ATTENTION

Multimedia processing must be stopped before you perform a backup or restoration.

These times can vary depending on the server, network infrastructure, and your confidence level with the software. The installation times are based on servers with the following specifications:

874

„

CPU: Intel Xeon 3GHz

„

RAM: 1.0 GB

„

Hard drive: 80 GB 7200 RPM SATA with no Raid configuration.

„

DVD drive: Internal IDE 8X DVD-ROM

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Section A: Preinstallation

In this section Step 1. Review the preinstallation instructions

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Step 2. Read the relevant documentation and check for updates

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Step 3. Share the attachment folders on the Active server

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Step 4. Configure the Standby server on the Active server

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Step 6. Understand the Active server installation

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Step 7. Install your remote support access tool

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Step 1. Review the preinstallation instructions Before you perform an installation of the Standby server software, you must ensure your hardware and software meet the specifications described in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide. ATTENTION

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Failure to review the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide can result in errors and omissions in the software installation.

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Step 2. Read the relevant documentation and check for updates Before you install the Standby server software, check the Nortel Web site (www.nortel.com) or the Partner Information Center Web site (www.nortel.com/ pic) for the following: „

updated customer documentation and distributor technical references

„

installation addenda, such as service updates (SU) or service update supplements (SUS)

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Step 3. Share the attachment folders on the Active server You must share the attachment folders on the active Multimedia server with the user on the Standby server. During a restore, the Standby server user must copy e-mail attachments from one server to another. Share the attachment folder with the user who installs the Standby server software and logs on to the Standby server.

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1

Log on to the Active Multimedia server.

2

Open Windows Explorer on the Active server, and navigate to the Inbound attachment folder.

3

Right-click the Inbound attachment folder, and then click Properties.

4

Click the Sharing tab.

5

Select the Share this folder option.

6

Add a description (optional).

7

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8

Click Permissions.

9

Give full permissions to your current user account on the Multimedia server.

10

Click Apply.

11

Click OK.

12

Click the Security tab.

13

Click Add.

14

Select the user account you are currently using. Give full permissions to your current user account on the Multimedia server.

15

Click Apply.

16

Click OK.

17

Click OK to close the Properties window.

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Step 4. Configure the Standby server on the Active server You must configure the name of the Standby server in the Multimedia Administrator before you back up the Multimedia server. 1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

Type an administrator user ID and password.

3

In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia.

4

Expand General Administration.

5

Double-click Server Settings. Result: The Server Settings window appears.

6

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In the Server Settings window, click Contact Center Multimedia Standby to select it.

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Click Edit. Result: The Server Properties window appears.

8

In the Server Name box, type the name of the Multimedia Standby server.

9

In the Server Port box, type the port number for the Multimedia Standby server. The default port number is 1972.

10

Click Save. Result: A warning appears describing potential errors for changing this server. Click OK to accept.

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Step 5. Back up the active Multimedia server You must back up the Multimedia database and the attachments on your Active server before you install the Standby server software. When you start to back up the server, note the date and time. You need the date and time information from the latest backup during the configuration of your Standby server. ATTENTION

Back up both the Multimedia database and the e-mail attachments if you are using E-mail Manager in your contact center.

Shutting down the services Nortel recommends that you shut down all services while a backup is performed to eliminate exceptions. Shut down the services manually by following these steps: 1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

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Under each of the following services, click Stop. CCMM E-mail Manager CCMM Manager Client CCMM OAM CCMM Outbound Scheduler ATTENTION

3

Do not stop the License Manager, the CCMM Starter service, or the Caché Controller service.

Click Exit to close the CCMM Service Control window.

Creating the backup destination Back up the database to a file on a mapped drive on a network that is accessible by both the active Multimedia server and your new Standby server. On the network computer where you store the backup, you must do one of the following: „

ensure that your user account is in the same domain as the Contact Center Multimedia server, or

„

create a new user that is in the same domain as the Contact Center Multimedia server and log on as this new user

To back up your database on a mapped drive 1

On the network computer where you store the backup, do the following: a. Create a folder named Backup. b. Right-click the new folder, and then click Properties. c. Click the Sharing tab.

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d. Select the Share this folder option. e. Add a description (optional). f.

Leave the User Limit at Maximum allowed.

g. Click Permissions. h. Click Add. i.

Give full permissions to the account that you are using to connect to the Multimedia servers.

j.

Click Apply.

k. Click OK. 2

Update the security properties for the user by performing the following steps: a. Click the Security tab. b. Click Add. c. Select the user account you are currently using. Give full permissions to the account that you are using to access the Multimedia servers. d. Click Apply. e. Click OK.

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f. 3

Click OK to close the Properties window.

On the Contact Center Multimedia server, map the shared folder. a. Start Windows Explorer. b. On the Tools menu, click Map Network Drive.

c. In the Drive box, select an unused drive letter. d. In the Folder box, type \\<Servername>\Backup, where <Servername> is the name of the server where you created the folder. Tip: If you created a user account specifically for mapping drives, you must select the Connect using a different user name check box before adding the mapped folder.

Creating a backup of the current Multimedia database and e-mail attachment folders Start the backup utility to configure an immediate backup. Define a location for the backup file on a mapped network drive. For more information about backing up files, see Chapter 16, “Maintaining the database.” It takes about 5 minutes to back up 1 GB of data from the Multimedia database.

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1

On the Active server, from the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

Type your administrator user ID and password.

3

Click Login.

4

Expand Contact Center Multimedia.

5

Expand Database Administration.

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Double-click Backup/Restore Utility. Result: The CCMM Backup and Restore Utility window appears.

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Click Backup. Result: The Backup CCMM Database window appears.

ATTENTION

Ensure that you back up the e-mail attachments as they are required to update the Standby server.

8

Beside Backup to, select your backup location, Network or Tape.

9

In the Database box, review the file name for your backup file. To change the file name, click Browse, and then select the file name. IF

THEN

you are backing up to a network location

in the Database box, browse to X:\folder name on the network share\. For example, if the network drive is X, the mapped folder is backup, and a subfolder is CCMM_backup, then you browse to X:\CCMM_backup\. You must map the backup folder. See “Creating the backup destination” on page 1210.

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IF

THEN

you are backing up to a tape drive

in the Database box, select the path to the tape drive. A valid path to the tape drive is \\.\tapen, where n is the number of the tape drive. (The first tape installed on a system is, by default, tape0.) Note: You can use the alias tapedump1 instead of \\.\tape0.

10

In the E-mail Attachments Source Location box, ensure that the location matches the e-mail attachment folders on your Active server. Click Browse to change the path to the e-mail attachment folders.

11

Click Backup Now. Result: A reminder box appears to remind you of what you are backing up with the utility.

12

Click OK to begin the backup. Result: After the backup is complete, a dialog box appears displaying the contents of the backup.txt log file. If the backup of the Multimedia database is successful, you see Backup complete. If the backup of e-mail attachments is successful, you see a number of files copied. If the Backup failed message appears in the backup.txt file, the Multimedia database is not backed up. If this occurs, ensure the backup locations are correct, and the network share or tape is available, has sufficient permissions, and is not full. If the 0 files copied message appears in the backup.txt file, the e-mail attachments are not backed up. If this occurs, ensure the folders to be backed up are correct, the backup locations are correct, and the network share or tape is available, has sufficient permissions, and is not full.

13

Click Close.

14

After you make a correction, back up the database and attachment folders again.

15

Close the Administration application.

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Recording the backup date You must make a note of the current backup date. You need the date of all backups to identify whether any e-mail attachments arrived on the Active server after you started the backup. The backup date must be recorded for both new installations and installations you plan to migrate to the Standby server.

Recording the journal file path The Multimedia server uses the journal files to apply the same updates to the Standby server that are on the Active server. You must make note of the current journal file to ensure that the Standby server can be correctly configured with all of the updates made to the Active server database since the backup. ATTENTION

RISK OF LOSS OF DATA

You must make a note of the journal file name immediately after you back up the server, and before you stop or start the Contact Center Multimedia services. To determine the current database journal file, use the Caché Control Panel. 1

On the Active server, click Start > All Programs > Nortel Contact Center > Multimedia Server > Caché Control Panel. Result: The Username/Password window appears.

2

In the Username/Password window, enter the following: Username: NNCCADMIN Password: 20NnCc04

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Click OK. Result: The Caché Control Panel window appears.

4

In the left pane, click Journaling. Result: The right side of the Caché Control Panel window shows the journal files. The latest journal file appears in green. The current journal file is also listed in the status bar at the bottom of the window. The current journal file has the latest date and the highest extension number.

5

Record the journal file name and full path.

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Step 6. Understand the Active server installation Before you install the Contact Center Standby server, you must review your current Multimedia server installation to determine the following: „

On which drive is the Multimedia software and database installed? The file system and drive letters on the Standby server must mirror the file system and drive letters on the Active server to ensure a successful change between the Active and Standby server. For example, if the Multimedia database is installed on drive D of the Active server, the Multimedia database must be installed on drive D of the Standby server.

„

What is the name of the Multimedia server? The name of the Multimedia server is required during the installation of the Standby server.

„

What is the date of the last Multimedia database backup? You require the date of the backup to identify e-mail attachments that arrived on the Active server after the backup was made.

„

What is the name of the current Journal file? You require the full name including the path of the current Journal file to ensure that latest updates to the Contact Center Multimedia database are configured on the Standby server. You acquired the full name of the current Journal file when you backed up the Multimedia database in “Recording the journal file path” on page 890.

The date and time on the Multimedia server must be the current date and time based on the location of the server.

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Step 7. Install your remote support access tool Nortel recommends that you install and configure a remote support access tool before you install Contact Center Multimedia/Outbound so you can access technical support during the installation procedure, if required. Nortel personnel use pcAnywhere 11.5 as the preferred remote support access tool. For information about how to install and configure the Host Only version of pcAnywhere version 11.5 on the Contact Center Multimedia/Outbound server, see “Installing pcAnywhere 11.5 as your remote support access tool,” on page 894. Alternatively, Nortel accepts Microsoft Remote Desktop Connection for Administration as a remote support access tool for customers on a Windows 2003 platform. This alternative is provided for customers whose security policy does not allow pcAnywhere or for customers who are using Microsoft Remote Desktop Connection as the remote support tool for all computers on their network. For details about enabling Microsoft Remote Desktop Connection for Administration, see “Using Microsoft Remote Desktop Connection as your remote support access tool,” on page 906. Nortel recommends that you install only one of the supported remote access tools (pcAnywhere or Remote Desktop Connection) on the Contact Center Multimedia/Outbound server. Nortel provides guidelines for setting up remote support using a virtual private network (VPN). For more information, see the Nortel Contact Center Planning and Engineering Guide.

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Installing pcAnywhere 11.5 as your remote support access tool The following steps are general guidelines only. For complete information, see the documentation included with the pcAnywhere software. CAUTION Risk of system failure .

Before you install pcAnywhere version 11.5, ensure that the video drivers on the Contact Center Multimedia/Outbound server are current by consulting the driver manufacturers’ Web sites for available updates. Failure to check the video drivers can result in a blue screen after you install pcAnywhere or after you perform an operation such as a file transfer. For more information, see the pcAnywhere Web site, www.symantec.com/pcanywhere.

To install pcAnywhere

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1

Log on to the Contact Center Multimedia/Outbound server as Administrator.

2

Insert the Nortel Contact Center DVD into the server.

3

Open the PCAnywhere folder.

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Double-click the NTJK088A-02 - Host Only.exe file. Result: The Symantic pcAnywhere installation program starts.

5

Click Next. Result: The License Agreement window appears.

6

Accept the terms of the license agreement, and then click Next. Result: The Customer Information window appears.

7

Enter your user name and company details, and then click Next. Result: The Destination Folder window appears.

8

Accept the default location for installing the software, or click Change to choose a custom location.

9

Click Next. Result: The Ready to Install the Program window appears.

10

Click Install. Result: The installation program installs the software. After it is finished, the LiveUpdate window appears.

11

Click Next. Result: The installation program installs any updates.

12

Click Finish.

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Click Finish after the installation is complete.

Starting pcAnywhere 11.5 or later for the first time 1

Log on to Windows as Administrator.

2

Click Start > All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, select Skip, and click Yes to confirm.

ATTENTION

If the following message appears, it indicates that your video driver is incompatible with pcAnywhere: pcAnywhere detected and fixed a display driver problem. Please restart your computer to allow the change to take effect. You must uninstall pcAnywhere, update your video driver, and reinstall pcAnywhere.

Result: The Symantec pcAnywhere window appears. 3

Continue with the following procedure to configure pcAnywhere 11.5.

Configuring pcAnywhere 11.5 or later Configuration of pcAnywhere sets up a secure caller account to access the server. You can add a caller account for each remote server. Caller accounts restrict the use of pcAnywhere to appropriate users (for example, Nortel support personnel and distributors). If, during the pcAnywhere configuration, a message appears indicating that you do not have the rights to modify a setting or create a new caller, use the following procedure to change the Windows user access rights for pcAnywhere files.

Changing the Windows access rights for pcAnywhere files 1

Ensure pcAnywhere is closed.

2

In Windows Explorer, navigate to the folder where pcAnywhere is installed.

3

Right-click the pcAnywhere folder icon, and then click Properties. Result: The pcAnywhere Properties window appears.

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4

Click the Security tab.

5

In the Name box, select Administrators.

6

To grant administrators full access to the pcAnywhere folder, in the Permissions box, select Allow beside Full Control.

7

Click OK to save your changes and close the Properties window.

Configuring an account in pcAnywhere 11.5 or later If you are using a modem connection with pcAnywhere, you must configure your modem before you perform this procedure. 1

If it is not already started, start pcAnywhere 11.5 by logging on to the server as the local Administrator, and then clicking Start > All Programs > Symantec pcAnywhere. If the system asks you to register pcAnywhere, click Skip, and click Yes to confirm.

2

On the pcAnywhere manager (left side), select the Hosts option.

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On the File menu, choose New Item > Connection Wizard. Result: The Connection Wizard - Connection Method window appears.

4

Select I want to use cable modem/DSL/LAN/dial-up Internet ISP.

5

Click Next. Result: The Connection Wizard - Authentication Type window appears.

6

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Select I want to set up a user name and password to create a new type of authentication. Contact Center Multimedia/Outbound

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Click Next. Result: The Connection Wizard - Name and Password window appears.

8

In the User name box, type a name for the caller account. You can choose any name, or you can use a name familiar to you, such as NGenDist.

9

In the Password box, type the password for the caller account.

10

In the Enter the password again box, type the same password again.

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Click Next. Result: The Connection Wizard - Summary window appears.

12

Review the Summary.

13

Click Finish. Result: The Hosts window reappears with the new account selected.

14

900

Type a custom name for this account to identify it in the list of caller accounts.

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Right-click the account name, and click Properties. Result: The Host Properties: window appears.

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16

Click the Settings tab.

17

Select Launch with Windows and Run minimized.

18

Click the Callers tab.

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In the Caller list box, right-click the caller account you just created, and then click Properties. Result: The Caller Properties window appears.

20

Click the Privileges tab.

21

Click Superuser.

22

Click OK to save your changes and close the Caller Properties window. Result: The Host Properties window reappears with the account now listed according to its Logon ID.

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23

Click the Security Options tab.

24

Under Session options, ensure the Session options are set to Host and Remote.

25

Under Login options, ensure Limit login attempts per call and Limit time to complete login are selected and set to 3.

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26

Click the Conference tab.

27

Ensure that Enable conferencing and Obtain IP address automatically are selected.

28

Click Apply to save your settings.

29

If you want to assign a password to control who can modify the network icon settings, click the Protect Item tab and type the password; otherwise, skip to the next step. ATTENTION

If you select the Required to modify properties option on the Protect Item tab, you must enter the password each time a setting is changed. Record the password and keep it in a safe place. If you forget the password, you cannot change any settings.

30

Click OK to save all pcAnywhere host settings.

31

Optionally, repeat steps 2 to 30 to create another caller account of your choice (for example, NGenDesign).

32

Close the Symantec pcAnywhere window.

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Using Microsoft Remote Desktop Connection as your remote support access tool If pcAnywhere 11.5 is installed on your server, you do not need to enable Microsoft Remote Desktop Connection as your remote support access tool. Therefore, you can skip this procedure. Microsoft Remote Desktop Connection for administration (formerly known as the Terminal Services Administration Mode) is installed by default on Windows Server 2003. After you install Windows Server 2003, Microsoft Remote Desktop Connection is installed, but not enabled. Enabling Microsoft Remote Desktop Connection for administration To enable Microsoft Remote Desktop Connection for administration, you must be logged on to the system with administrator privileges. 1

On the Standby server, click Start > Control Panel > System. Result: The System Properties window appears.

2

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Click the Remote tab.

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3

Select Turn on Remote Assistance and allow invitations to be sent from this computer.

4

Click OK.

For details about using Microsoft Remote Desktop Connection for Administration, see the Microsoft documentation at www.microsoft.com.

What is next? Continue installing the Standby server software. For more information, see Step 8. “Install the Standby server software” on page 910.

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Section B: Installation

In this section Step 8. Install the Standby server software

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Step 9. Install the Standby server updates

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Step 8. Install the Standby server software Follow the procedures in this section to install the Standby software.

Verifying prerequisites Before the installation begins, the system checks to ensure that the following software is installed on the system: „

Java Runtime Environment Release 1.5.0 You must ensure that you do not have the automatic update option selected. Contact Center Multimedia requres JRE 1.5.0 with no subversions.

„

Microsoft .NET Framework Version 1.1 with .NET service pack 1

The Java Runtime Environment and Microsoft .NET Framework software is installed automatically if it is not already installed. A check is also performed on the operating system to ensure that: „

The server is running Windows Server 2003 Enterprise or Standard version.

„

Microsoft Internet Information System (IIS) is installed for server components.

If any of these checks fail, the installation is cancelled and a message box notifies you of the problem. ATTENTION

910

The file system and drive letters on the Standby server must mirror the file system and drive letters on the Active server to ensure success if you need to switch processing to the Standby server.

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Installing the Standby server 1

Insert the Nortel Contact Center DVD into the DVD drive of the Standby server.

2

Select Contact Center Multimedia/Outbound.

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Standard 7.23

Click Install. Note: If either the Java Runtime Environment (JRE) Release 1.5.0 or the Microsoft .NET Framework is not installed, Contact Center Multimedia installs it automatically. Click OK to begin installation.

Result: The Welcome window appears.

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Click Next. Result: The License Agreement window appears.

5

Read the license agreement, select I accept the terms in the license agreement, and then click Next. Result: The Setup Type window appears.

6

Click CCMM Server to install the following components: „

Contact Center Multimedia (CCMM) database

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„

Contact Center Multimedia (CCMM) services and utilities

„

Contact Center Multimedia (CCMM) Database Migration utility

„

Contact Center Agent Desktop client

„

Contact Center Outbound Campaign Manager Tool client

Click Next. Result: The CCMM Server Type window appears.

8

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Click Redundancy Server.

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Click Next. Result: The Shadow CCMM Server Configuration window appears.

10

In the License Server box, type the name of the License Server in your contact center.

11

In the Primary CCMM Server box, type the name of the Active or first Multimedia server.

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Click Next. Result: The Destination Folder window appears.

13

Select the drives on which you want to install the Standby server software and the Multimedia database, and then click Next. You must use the same drive letters as those on the Active server. Ensure you have a minimum of 20 GB of disk space for the Multimedia database on the Standby server. The recommended disk space handles a million contacts.

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After you select a drive, you can click Space to verify the amount of available disk space on the selected drive. If the Standby server drive has insufficient space, you must make more space available before you continue. Do not change the drive letters. Result: The Ready to Install the Program window appears.

14

Review the information in the Installation Summary section, and then click Install. A status bar shows the progress of the installation. Result: The InstallShield Wizard Completed window appears.

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15

Click Finish.

16

When you are prompted, click Yes to restart the server.

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Step 9. Install the Standby server updates Before installing service updates or service update supplements, Nortel recommends that you verify the patch level currently installed on the server by launching the Patch Viewer utility. On the Standby server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Patch Viewer. ATTENTION

The patch level on the Standby server must be the same as the patch level currently installed on the Contact Center Multimedia server.

You cannot install a patch that is older than the current update that is already installed. Also, you cannot install a service update supplement unless the applicable service update is already installed. After you download and apply the latest service update, check to see if there are any updates posted in the installation addenda on the following Web sites: „

www.nortel.com (for end users)

„

www.nortel.com/pic (for distributors)

Follow the procedure in the service update readme file for information about installing the latest service updates and service update supplements for the Contact Center Multimedia/Outbound software on the Standby server.

What is next? Continue configuring the Standby server for handling Multimedia and Outbound contacts. For more information, see Step 10. “Provide local users with the Log on as a Service right” on page 922.

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Section C: Postinstallation

In this section Step 10. Provide local users with the Log on as a Service right

922

Step 11. Create shared inbound and outbound attachment folders

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Step 12. Configure Internet Information Services

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Step 13. Verify the Multimedia database installation

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Step 14. Other postinstallation tasks

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Step 15. Add the Standby server to CCMA

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Step 16. Restore the Multimedia database

954

Step 17. Demote the Standby server

958

Step 18. Confirm the Standby server mode

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Step 19. Copy e-mail attachments

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Step 20. Select the Journal file

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Step 10. Provide local users with the Log on as a Service right To access Contact Center Multimedia software, you must configure two user types. These user types are: „

CCMMOPSUSR—The E-mail Manager service runs under the CCMMOPSUSR account instead of the local system account so that this service has permissions to stream attachment files to the inbound folder and attach files to outgoing e-mail from the outbound folder. These permissions must be attached to the folders. You must also set the password of the CCMMOPSUSR so that the password never expires. You must only configure CCMMOPSUSR if you are licensed for e-mail in your contact center.

„

IUSR_<Servername>—The IUSR account is an Internet Information Services (IIS) account used for all communication between the Multimedia server and the Agent Desktop over HTTPS (except for Communication Control Toolkit events over a configurable port). Agents read and attach files through HTTP rather than an open share, therefore, the attachment directories are defined as Web folders in IIS.

To provide local users with Log on as a Service right Your users must have the Log on as a Service permission to access folders that are configured as Multimedia services. 1

On the Windows Start menu of the Standby server, click All Programs > Administrative Tools > Local Security Policy. Result: The Local Security Settings window appears.

2

Under Security Settings, double-click Local Policies in the left pane. Result: The list expands to show the local security policy settings.

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Click User Rights Assignment. Result: All rights that can be assigned to a user are displayed in the right pane.

4

Double-click Log on as a service. Result: The Log on as a service Properties window appears.

5

Click Add User or Group. Result: The Select Users, Computers, or Groups window appears.

6

Click Locations.

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7

In the Locations window, select the Standby server name from the list.

8

Click OK.

9

In the Enter the object name to select box, type CCMMOPSUSR.

10

Click Check Names to verify that the user name exists on the local computer.

11

Click OK. Result: The Log on as a Service Properties window appears.

12

Click Add User or Group. Result: The Select Users, Computers, or Groups window appears.

13

Click Locations.

14

In the Locations window, select the Standby server name from the list.

15

Click OK.

16

In the Enter the object name to select box, type IUSR_<Servername> where <Servername> is the name of your Standby server.

17

Click Check Names to verify that the user name exists on the local computer.

18

Click OK. Result: The Log on as a Service Properties window appears.

19

Click Apply to save the changes.

20

Click OK.

21

Close the Local Security Settings window.

Setting the password to never expire for CCMMOPSUSR To set the password to never expire for CCMMOPSUSR, perform the following steps:

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1

Click Start > Control Panel> Administrative Tools > Computer Management.

2

Click Local Users and Groups.

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3

Click Users.

4

Right-click CCMMOPSUSR, and then click Properties.

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5

On the General tab, select the Password Never Expires check box.

6

Click OK.

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Step 11. Create shared inbound and outbound attachment folders This procedure is optional. If you do not have a license for the E-mail Manager, proceed directly to Step 12. “Configure Internet Information Services” on page 940. Access on a shared folder is determined through two sets of permission entries: the permissions set on the share (called share permissions) and the permissions set on the folder (called NTFS file and folder permissions). You must provide access to a shared location for inbound and outbound e-mail attachments. These shared locations must be shared with the user types you configured in Step 10. “Provide local users with the Log on as a Service right” on page 922. Use the procedures in this section to configure the shared folders with the required access permissions. ATTENTION

You must use the same attachment locations that are on the Active server. You must also: „

Share the inbound and outbound folders with the security group SYSTEM.

„

Share the inbound and outbound folders with the users CCMMOPSUSR and IUSR_<Servername>, and the security group SYSTEM.

„

Set the NTFS access permissions for CCMMOPSUSR and IUSR_<Servername>.

Setting up an inbound attachment shared location 1

On the Standby server, open Windows Explorer and browse to the drive you selected for your Multimedia database.

2

Open X:\Nortel\Contact Center\MailAttachments, where X is the drive where you installed your Multimedia database.

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3

Locate the folder Inbound.

4

Right-click the Inbound folder, and select Properties.

5

Click the Sharing tab

6

Select the Share this folder option.

7

Type inboundattachment in the Share name box.

8

Add a description for the share (optional).

9

Leave the User Limit at Maximum allowed.

10

Click Permissions. Result: The Permissions for inboundattachment window appears.

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11

Click Add.

12

Click Locations.

13

In the Locations window, select the Standby server name from the list.

14

Click OK to close the Locations box.

15

In the Enter the object names to select box, type CCMMOPSUSR.

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16

Click Check Names to verify that the user name exists on the local computer.

17

Click OK. Result: The Permissions for inboundattachment window appears and the user is added to the list of users.

18

Select the Multimedia user account (hostname/CCMMOPSUSR).

19

Select the check boxes under Allow and beside Change and Read permissions.

20

Click Apply.

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21

Click Add to add a new user.

22

In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Standby server.

23

Click OK.

24

Select the Internet Guest Account.

25

Allow Full Control for the Internet Guest Account.

26

Click Apply.

27

Select the Everyone default account.

28

Remove all permissions granted to the Everyone account. Contact Center Multimedia/Outbound

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29

Click Apply to save the changes to permissions for this folder.

30

Click Add.

31

Click Location.

32

In the Locations dialog box, select the name of the standby server from the list.

33

Click OK to close the Locations dialog box.

34

In the Enter the object name to select box, type SYSTEM.

35

Click Check Names to verify that the user name exists on the local computer.

36

Click OK. Result: The permissions for the inboundattachment window appears and the user is added to the list of users.

37

Select the SYSTEM user account.

38

Select the check box under Allow and beside Full Control.

39

Click Apply.

40

Click OK.

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41

On the Inbound Properties dialog box, click Security.

42

Click Add to add a new user.

43

Click Locations.

44

In the Locations window, select the Standby server name from the list.

45

Click OK to close the Locations box.

46

In the Enter the object names to select box, type CCMMOPSUSR.

47

Click OK.

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48

For CCMMOPSUSR, allow the following permissions: Read & Execute, List Folder Contents, Read, and Write.

49

Click Apply.

50

Click Add to add a new user.

51

In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Standby server.

52

Click OK.

53

For the IUSR account, select the following permissions: Read & Execute, List Folder Contents, Read, and Write.

54

If the SYSTEM security folder does not exist, in the Enter the object name to select box, type SYSTEM.

55

Select the check box under Allow and beside Full Control.

56

Click Apply to save the changes to permissions for this folder.

57

Click OK to complete the setup of the Inbound Attachments Share.

Setting up an outbound attachment shared location 1

Open Windows Explorer and browse to the drive you selected for your Contact Center Multimedia database.

2

Open X:\Nortel\Contact Center\MailAttachments, where X is the drive where you installed your Contact Center Multimedia database.

3

Locate the folder Outbound.

4

Right-click the Outbound folder, and select Properties.

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5

Click the Sharing tab

6

Select the Share this folder option.

7

In the Share name box, type outboundattachment.

8

Add a description for the share (optional).

9

Leave the User Limit at Maximum allowed.

10

Click Permissions. Result: The Permissions for outboundattachment window appears.

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11

Click Add.

12

Click Locations.

13

In the Locations window, select the Standby server name from the list.

14

Click OK.

15

In the Enter the object name to select box, type CCMMOPSUSR.

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16

Click Check Names to verify that the user name exists on the local computer.

17

Click OK. Result: The Permissions for outboundattachment window appears and the user is added to the list of users.

18

Select the Multimedia user account (hostname/CCMMOPSUSR).

19

Allow Change and Read permissions for the Multimedia user account (hostname/CCMMOPSUSR).

20

Click Apply.

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21

Click Add to add a new user.

22

In the Enter the object names to select box, type IUSR_<Servername>, where <Servername> is the name of the Standby server.

23

Click OK.

24

Select the Internet Guest Account.

25

Allow Full Control for the Internet Guest Account.

26

Click Apply.

27

Select the Everyone default account.

28

Remove all permissions granted to the Everyone account. Contact Center Multimedia/Outbound

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29

Click Apply to save the changes to permissions for this folder.

30

Click Add.

31

Click Location.

32

In the Locations dialog box, select the name of the standby server from the list.

33

Click OK to close the Locations dialog box.

34

In the Enter the object name to select box, type SYSTEM.

35

Click Check Names to verify that the user name exists on the local computer.

36

Click OK. Result: The permissions for the inboundattachment window appears and the user is added to the list of users.

37

Select the SYSTEM user account.

38

Select the check box under Allow and beside Full Control.

39

Click Apply.

40

Click OK.

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41

On the Outbound Properties dialog box, click Security.

42

Click Add to add a new user.

43

Click Locations.

44

In the Locations window, select the Standby server name from the list.

45

Click OK.

46

In the Enter the object names to select box, type CCMMOPSUSR.

47

Click OK.

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48

For the CCMMOPSUSR, select the following permissions: Read & Execute, List Folder Contents, Read, and Write.

49

Click Apply.

50

Click Add to add a new user.

51

In the Enter the object names to select box, type IUSR_<Servername>.

52

Click OK.

53

For the IUSR account, select the following permissions: Read & Execute, List Folder Contents, Read, and Write.

54

If the SYSTEM security folder does not exist, in the Enter the object name to select box, type SYSTEM.

55

Select the check box under Allow and beside Full Control.

56

Click Apply to save the changes to permissions for this folder.

57

Click OK to close the Outbound Properties box.

58

Close Windows Explorer.

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Step 12. Configure Internet Information Services Use these procedures to ensure that the users have the correct access to the shared folders for the client applications.

Updating the inbound attachment virtual directory 1

Open the Internet Information Service (IIS) Manager. On the Start menu, click All Programs > Administrative Tools > Internet Information Service (IIS) Manager.

2

Click the plus sign (+) to expand Local Computer.

3

Click the plus sign (+) to expand Web Sites.

4

Click the plus sign (+) to expand Default Web Site. Result: A list of virtual directories is displayed.

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Right-click the inboundattachment virtual directory, and select Properties. Result: The Inboundattachment properties window appears.

6

Click the Directory Security tab.

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Under Authentication and access control, click Edit. Result: The Authentication Methods window appears.

8

Update the User name and Password fields: „

Username: LocalComputerName\CCMMOPSUSR, where LocalComputerName is the name of the Contact Center Multimedia server

„

Password: _mm6NtRed!

ATTENTION

Risk of unauthorized access

You must change this password and document the new password securely for future reference.

942

9

Click OK to save the changes and close the dialog.

10

If you are prompted to confirm the password you entered for the new user name, retype the password.

11

In the Properties window, click Apply to save your changes.

12

Click OK to close the Properties window.

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Updating the outbound attachment virtual directory 1

Open the Internet Information Service (IIS) Manager. On the Start menu, click Program Files > Administrative Tools > Internet Information Service (IIS) Manager.

2

Click the plus sign (+) to expand Local Computer.

3

Click the plus sign (+) to expand Web Sites.

4

Click the plus sign (+) to expand Default Web Site. Result: A list of virtual directories is displayed.

5

Right-click the outboundattachment virtual directory, and then select Properties. Result: The outboundattachment properties window appears.

6

Click the Directory Security tab.

7

Under Authentication and access control, click Edit. Result: The Authentication Methods window appears.

8

Update the User name and Password fields:

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„

Username: LocalComputerName\CCMMOPSUSR, where LocalComputerName is the name of the Contact Center Multimedia server

„

Password: _mm6NtRed!

ATTENTION

Risk of unauthorized access

Change this password and document the new password securely for future reference. 9

Click OK to save the changes and close the window.

10

If you are prompted to confirm the password you entered for the new user name, retype the password.

11

In the Virtual Directory properties window, click Apply to save your changes.

12

Click OK to close the Properties window.

13

Close the IIS Manager window.

Configuring the MIME types Configure Internet Information Services (IIS) on your Standby server to configure the Multipurpose Internet Mail Extension (MIME) types required by Contact Center Agent Desktop.

944

1

On the Standby server, right-click My Computer, and then click Manage.

2

Expand Services and Applications.

3

Expand Internet Information Services.

4

Expand Web Sites.

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Right-click Default Web Site, and select Properties. Result: The Properties window appears.

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6

Click the HTTP Headers tab.

7

Click MIME Types.

8

Click New.

9

In the Extension box, type .dic.

10

In the MIME Type box, type application/octet-stream. Contact Center Multimedia/Outbound

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11

Click OK.

12

Click New.

13

In the Extension box, type .eml.

14

In the MIME Type box, type application/octet-stream.

15

Click New.

16

In the Extension box, type .dat.

17

In the MIME Type box, type application/octet-stream.

18

Click OK to close the MIME Types box.

19

Click OK.

20

Click Apply to save the changes. If you are prompted to select any subfolders that inherit the changes, select those in the Agent Desktop hierarchy.

21

Continue to Setting Web content permissions.

Setting Web content permissions Web permissions control access to virtual directories on the Standby server for Multimedia clients.

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1

Click the plus sign (+) to expand the server folder. The server folder has the same name as your server.

2

Click Web Service Extensions.

3

On the right side of the IIS Window, click the Extended tab if it is not already open.

4

Select Active Server Pages.

5

Click Allow.

6

Close the Internet Information Services (IIS) Manager window.

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Step 13. Verify the Multimedia database installation Follow the procedures in this section to verify the installation of the Multimedia database is complete.

Verifying the Web services 1

On the Standby Server, open Internet Explorer.

2

Browse to http://localhost/csp/multimedia/ws.Contact.cls. Result: The following Web page appears, indicating successful verification of the Web services. If the Web page does not appear, contact your Nortel technical support prime.

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Step 14. Other postinstallation tasks Perform one or more of the following postinstallation tasks, if you have not already done so for your contact center.

Changing your event viewer settings Based on the size of your contact center, change the size of the Windows Application Log file that holds events produced by the Contact Center Multimedia application. For more information, see “Create Log reports” on page 1249.

Configuring SNMP (optional) If you are using the Windows Simple Network Management Protocol (SNMP) service to forward traps, you must perform these tasks: „

Configure the Windows SNMP service on the server.

„

Select the types of events you want to forward to the Network Management Service (NMS).

„

Configure the NMS.

For more information, see “Configure the Windows SNMP service on the server” on page 1255.

Configuring security settings Ensure that your security settings meet the requirements for your contact center. For more information about configuring your security settings for the Standby server, see “Use the Windows Server 2003 Security Configuration Wizard” on page 1273.

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What is next? Add the newly installed Standby server to the list of servers in Contact Center Manager Administrator. For more information, see Step 15. “Add the Standby server to CCMA” on page 952.

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Step 15. Add the Standby server to CCMA After you install the Standby server, you must configure the Contact Center Manager Administration with the name and IP address of the Standby server. You can configure more than one Multimedia server in Contact Center Manager Administration, but only one Multimedia server can be active at a time. You must log on as the Web administrator to configure the Standby server.

Adding the Standby server

952

1

In a Web browser, type http://, where is the name of the server where your Contact Center Manager Administration is installed.

2

Log on as the Web administrator.

3

Click Configuration.

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4

On the Server menu, click Add Server.

5

In the Server Name box, type the name of the Standby server. After you enter the Standby server name, the system automatically fills in IP address and Display name.

6

In the Login ID box, type the Login ID for the reporting user name for the server. The Login ID for the Standby server is always mmReport.

7

In the Password box, type the password for the reporting user name for the server. The default user password is mmRep. Note: You can change the reporting user password in the Multimedia Administrator.

8

From the Type list, select CCMM.

9

Click Submit.

10

On the Launchpad menu, click Log out.

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Step 16. Restore the Multimedia database You must confirm the status of the CCMM services and then restore the backup you completed in Step 5. “Back up the active Multimedia server” on page 882 to the Standby server where you just finished installing the software. After the restoration is complete, the Standby server contains all of the data from the active Multimedia server until the time when you started the backup.

Confirm the status of the CCMM Services Before you restore the backup from the Active server, confirm that only the following services are running on the Standby server: „

Caché Controller for Nortel

„

CCMM License Service

„

CCMM Starter Service

The following services must be stopped. „

CCMM OAM Service

„

CCMM Outbound Scheduler Service

„

CCMM Manager Client Service

„

CCMM Email Manager Service

Restoring the Multimedia database on the Standby server 1

On the Standby server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

Type your administrator user ID and password.

3

Click Login. Result: The Contact Center Multimedia Administrator opens with a Getting Started screen.

954

4

Click OK to close the Getting Started screen.

5

Expand Contact Center Multimedia. Contact Center Multimedia/Outbound

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6

Expand Database Administration.

7

Select Backup/Restore Utility. Result: The CCMM Backup and Restore Utility window appears.

8

Click Restore. Result: A Warning dialog box appears.

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Click OK. Result: The Restore CCMM Database window appears.

10

Beside Restore from, select the type of media you used to back up the database and e-mail attachment folders.

11

In the Database box, type the name for your backup file. Click Browse to navigate to and select the file name. Click Open after you select the correct file name. You must restore the e-mail attachments on the Standby server for it to function correctly if the Active server fails. You must restore the e-mail attachments to the same location from where they were backed up. Result: A confirmation box appears with the correct location prepopulated.

12

Click Restore Now. Result: A confirmation box appears with the correct restore location populated.

13

Click Yes to proceed with the restoration of data files. Result: A reminder dialog box appears to identify what is restored.

14

Click OK. Result: When the backup is complete, a dialog box appears displaying the contents of the backup.txt log file.

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Click Close.

ATTENTION

RISK OF IRRECOVERABLE LOSS OF DATA

The data restored from the Active server includes configuration information about running the server as an Active server. Only one Multimedia server can run as an Active server at a time. You must perform Step 17. “Demote the Standby server” on page 958 before restarting the services on the Standby server. 16

Click Close to close the Backup and Restore utility.

17

Close the Administration application.

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Step 17. Demote the Standby server To prevent the Standby server from running as an Active server at this time, and causing a data loss, you must demote the Standby server immediately after restoring the Multimedia database.

Demoting the Standby server You must use the Multimedia Administrator tool to demote the server to Standby mode. 1

Log on to the Standby server.

2

On the Standby server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

3

Type your administrator user ID and password. User ID: SysAdmin Password: _ _ ccmm!

958

4

Click Login.

5

Expand Contact Center Multimedia.

6

Expand Database Administration.

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Double-click Server Demotion. Result: The Server Demotion window appears.

8

Click Begin. Result: A message prompt reminds you to use this guide for the complete demotion process, and confirms that you want to proceed with the server demotion.

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Click Yes. Result: After Stage 1 of the demotion process is complete, a confirmation window appears.

If you are installing the Standby server for the first time, you are finished. Proceed to “Confirm the Standby server mode” on page 962. Stage 2 of the server demotion process are required only when you are demoting the server.

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Click OK. Result: The Server Demotion window appears as follows. The instructions under Stage 2 are a reminder of the activities you must complete. Follow the instructions in this guide to demote the Active server.

11

Click Finish. Result: A message dialog box appears indicating the services on Server B are restarted automatically. After the demotion process is complete, the text at the bottom of the Server Demotion window reads, “The Demotion process was successful.” If the services do not restart, you must restart them manually using the CCMM Service Control Utility.

12

Click Close to close the Server Demotion window. Result: A Demotion Completed message box appears.

13

Click OK.

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Step 18. Confirm the Standby server mode Perform the following steps to confirm the Standby server is in Standby mode.

Confirming the server details 1

In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia - STANDBY MODE.

2

Expand General Administration.

3

Double-click Server Settings. Result: A message box appears indicating that you should not change a configuration on this server until the configuration is changed on the Active server. You are only confirming the server details in this procedure. You are not making changes.

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4

Click OK.

5

The Server Settings window appears.

6

Confirm that the Contact Center Multimedia Standby Server is the server where you installed the Redundancy or Standby server software.

7

Click Close. Contact Center Multimedia/Outbound

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Confirming the e-mail attachment folders 1

In the Multimedia Administrator tool, expand Contact Center Multimedia.

2

Expand E-mail Administration.

3

Double-click E-mail Configuration. Result: The E-Mail Configuration window appears.

4

5

Under Attachment Files, check the path names. Do one of the following: „

If the path names show the name of Server B, the paths are correct. Click Cancel.

„

If the path names show the name of Server A, the paths are incorrect. Update the inbound and outbound e-mail attachment shared folder names to show the name of Server B, and click Save.

Close the Contact Center Multimedia Administrator application.

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Step 19. Copy e-mail attachments The Standby server currently contains all attachments that arrived on the Active server before you started the backup. You must copy e-mail attachments that arrived on the active Multimedia server after you started the backup in Step 5. “Back up the active Multimedia server” on page 882. ATTENTION

The user account you are using to install the Standby server must have read permission for both the inbound and outbound attachment shared folders configured on the Active server. For more information, see Step 3. “Share the attachment folders on the Active server” on page 878.

1

On the Standby server, click Start > Run.

2

In the Open box, type the following command: xcopy \\serverA\inboundshare\*.* \\serverB\inboundshare /s/y/d:m-d-y The source \\serverA\inboundshare is the inbound e-mail attachment files shared location on the Active server. The destination \\serverB\inboundshare is the inbound e-mail attachment files shared location on the Standby server. The /s option ensures that all subdirectories are copied. The /y option suppresses prompting to confirm that you want to overwrite existing files. The /d option copies files on or after the date specified. Replace the m-d-y with the month, day, and year of the last backup. You recorded the last backup in Step 5. “Back up the active Multimedia server” on page 882.

3

Type the following command: xcopy \\serverA\outboundshare\*.* \\serverB\outboundshare /y/d:m-d-y The source \\serverA\share is the outbound e-mail attachment files shared location on the Active server.

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The destination \\serverB\share is the outbound e-mail attachment files shared location on the Standby server. The /s option ensures that all subdirectories are copied. The /y option suppresses prompting to confirm that you want to overwrite existing files. The /d option copies files on or after the date specified. Replace the m-d-y with the month, day, and year of the last backup. You recorded the last backup in Step 5. “Back up the active Multimedia server” on page 882.

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Installing the Standby server

Standard 7.23

Step 20. Select the Journal file The Multimedia server uses journal files to apply the same updates to the Standby server that are on the active Multimedia server. After you select the correct journal file, you ensure the Standby server reads the correct journal file on the active Multimedia server and makes all changes made on the active Multimedia server since the last backup. You must use the journal file you recorded in “Recording the journal file path” on page 890. After the journal file is configured, the Standby server reads all subsequent journal files from the Active server and the servers are synchronized. ATTENTION

If you select the wrong journal file, you can lose data.

Journal files are updated when the following events occur: „

the Caché Controller service is started

„

a specific time of day

„

the maximum file size is reached

„

a backup or restore is completed

„

a user directs the new journal file to start (Caché Control Panel > Journaling)

Selecting the correct journal file 1

On the Standby server, click Start > All Programs > Nortel Contact Center > Multimedia Server > Caché Control Panel. Result: The Username/Password window appears.

966

Contact Center Multimedia/Outbound

March 2008

2

Installing the Standby server

In the Username/Password window, enter the following: User: NNCCADMIN Password: 20NnCc04

3

Click OK. Result: The Caché Control Panel window appears.

4

Expand Shadowing.

5

Select This System as Shadow.

Installation and Maintenance Guide

967

Installing the Standby server

6

Standard 7.23

Right-click PrimaryServerAttachments, and select Properties. Result: The Properties for Shadowing PrimaryServerAttachments window appears.

7

968

Under Database server journal file, click the ellipsis button (...) to browse to the correct journal file.

Contact Center Multimedia/Outbound

March 2008

Installing the Standby server

If you are asked for the user name and password for the Caché Control Panel, use the log on User: NNCCADMIN and Password: 20NnCc04. Result: The Open File dialog box appears.

ATTENTION

The Open File dialog box shows you the file system on the Active server, and not the file system on the Standby server where you are currently working. You must navigate to the correct journal file on the Active server.

8

Select the correct journal file. The correct journal file is the file you recorded in “Recording the journal file path” on page 890.

9

Click OK.

10

Right-click PrimaryServerAttachments, and select Start.

11

In the Status column, the status changes to Processing or Caught up. Processing means that the Standby server is applying updates. Caught up status means that the Standby server is synchronized with the Active server.

Installation and Maintenance Guide

969

Installing the Standby server

12

Standard 7.23

In the Caché Control Panel window, right-click PrimaryServerData, and select Properties. Result: The Properties for Shadowing PrimaryServerData window appears.

13

Under Database server journal file, click the ellipsis button (...) to browse to the correct journal file. Result: The Open File dialog box appears. ATTENTION

970

The Open File dialog box shows you the file system on the Active server, and not the file system on the Standby server where you are currently working. You must navigate to the correct journal file from the Active server.

14

Select the correct journal file. The correct journal file is the file you recorded in “Recording the journal file path” on page 890.

15

Click OK.

16

Right-click PrimaryServerData, and select Start.

17

In the Status column, the status changes to Processing or Caught up.

Contact Center Multimedia/Outbound

March 2008

Installing the Standby server

Processing means that the Standby server is applying updates. Caught up status means that the Standby server is synchronized with the Active server.

18

Close the Caché Control Panel.

It can take a few minutes to synchronize the data, depending on the activity on your Active server.

Installation and Maintenance Guide

971

Installing the Standby server

Standard 7.23

Step 21. Confirm the Multimedia services You can check the services on each server by opening the CCMM Service Control Utility. 1

On each server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

2

Ensure the services are all running or stopped according to the table below.

3

If the service is not running or stopped, manually change the status of each service.

4

Close the CCMM Services Control window.

The following table lists the services and their status on each server when Server A is the Active server and Server B is the Standby server: Service

Server A

Server B

Caché Controller for Nortel

running

running

CCMM Email Manager Service

running

stopped

CCMM License Service

running

running

CCMM Manager Client Service

running

stopped

CCMM OAM Service

running

stopped

CCMM Outbound Scheduler Service running

stopped

CCMM Starter Service

running

running

What is next? If the Active server fails, see Chapter 9, “Changing the Active server,” for information about switching the Standby server to the Active server.

972

Contact Center Multimedia/Outbound

Chapter 9

Changing the Active server In this chapter Overview

974

Section A: Switching to Standby when Primary server fails

977

Section B: Switching to Standby for a planned change

995

Section C: Restoring CCMM servers to original configuration

Installation and Maintenance Guide

1011

973

Changing the Active server

Standard 7.23

Overview If the Geographic Redundancy feature is licensed in your contact center, use this chapter to perform the steps required to switch from the Active server to the Standby server, in the event of an Active server failure, and return the servers to the original configuration after you fix or upgrade the original active server. This chapter uses the following terminology: „

Server A—One of the pair of Contact Center Multimedia servers. You installed the original Multimedia/Outbound software on this server. Server A can act as the Active or Standby server.

„

Server B—The second server in the pair of Contact Center Multimedia servers. You used this server to install the Redundancy server in Chapter 8, “Installing the Standby server.” Server B can act as the Active or Standby server

„

Active server—The server (either Server A or Server B) that is currently processing Multimedia/Outbound contacts.

„

Standby server—The server (either Server A or Server B) that is not currently processing Multimedia/Outbound contacts.

To avoid confusing your servers, label your servers Server A and Server B. In the following diagram, Server A is the Active or Primary server and Server B is the Standby or Redundancy server. Server B contains all of the information on the Active server and is ready if Server A stops working for any reason.

974

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

If Server A fails to process Multimedia contacts, you can manually switch Multimedia processing to Server B. In the following diagram, Server B is the Active server and Server A is not in use.

The Standby server reads and applies updates from the Active server constantly. If the system is busy, the Standby server can be a few seconds behind the Active server. This means that, in the event of a failure, you can lose a small amount of data. You can make the Standby server process contacts for the following reasons: „

The Active server has a hardware or network failure. To configure the Standby server in a failure, see Section A: “Switching to Standby when Primary server fails,” on page 977.

„

The Active server requires maintenance, preventing it from running the Contact Center Manager Server application. To configure the Standby server during maintenance of the Active server, see Section B: “Switching to Standby for a planned change,” on page 995.

After Server A is back online, you can restore it to active mode, and restore Server B to standby mode. For instructions about restoring Server A to active mode, see Section C: “Restoring CCMM servers to original configuration,” on page 1011. If you decide to maintain Server B as the Active server, and want to use Server A or another server as the Standby server, you must install and configure the Standby server software. For instructions about installing and configuring the Standby server software, see Chapter 8, “Installing the Standby server.”

Installation and Maintenance Guide

975

Changing the Active server

Standard 7.23

Identifying the servers At any time, you can identify the Active server and the Standby server by opening the CCMM Service Control on each server to review the server name and operating mode. To open the CCMM Services Control window, on the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. The Service Control window appears on the Active server as follows.

The Service Control window appears on the Standby server as follows.

976

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Section A: Switching to Standby when Primary server fails

In this section Overview

978

Step 1. Ensure the failed server is disconnected from the network

979

Step 2. Promote Server B

980

Step 3. Confirm the mode of Server B

984

Step 4. Associate the new reporting server

986

Step 5. Configure the external Web server

988

Step 6. Configure the Contact Center Agent Desktop

990

Step 7. Disable the failed server

991

Step 8. Confirm the Multimedia services

993

Installation and Maintenance Guide

977

Changing the Active server

Standard 7.23

Overview If your Active server (Server A) fails, you must manually configure your Standby server (Server B) to run in active mode. When Server B is running in active mode, all incoming contacts are routed to it. Server A is removed from the network until repairs are complete. Complete the following procedures to promote the Standby server to active mode, to put your contact center back into operation: 1.

Ensure the failed server is disconnected from the network

2.

Promote Server B

3.

Confirm the mode of Server B

4.

Associate the new reporting server

5.

Configure the external Web server

6.

Configure the Contact Center Agent Desktop

7.

Disable the failed server

8.

Confirm the Multimedia services

ATTENTION

978

When the Active server fails, and you use the current Standby server for contact handling, you do not have a functional Standby server if another failure occurs.

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Step 1. Ensure the failed server is disconnected from the network If the Active server (Server A) fails, you must ensure the failed server is disconnected from the network. ATTENTION

RISK OF IRRECOVERABLE LOSS OF DATA

Do not reconnect this server to the network until the Multimedia services are disabled. The services are disabled in Step 7. “Disable the failed server” on page 991.

Disconnecting the server Disconnect the failed Active server from the network to prevent both Server A and Server B from running in active mode at the same time.

Installation and Maintenance Guide

979

Changing the Active server

Standard 7.23

Step 2. Promote Server B Use the Multimedia Administrator tool on the Standby server to promote it to active mode.

980

1

Log on to Server B.

2

On Server B, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

3

Type your user ID and password.

Contact Center Multimedia/Outbound

March 2008

4

Changing the Active server

Click Login. Result: The Administrator window appears.

5

Expand Contact Center Multimedia - STANDBY MODE.

6

Expand Database Administration.

Installation and Maintenance Guide

981

Changing the Active server

7

Standard 7.23

Double-click Server Promotion. Result: The Server Promotion window appears.

8

Click Begin. Result: A message prompt reminds you to use this guide for the complete promotion process, and confirms that you want to proceed with the server promotion.

9

Click Yes. Result: After Stage 1 of the Promotion process is complete, a confirmation window appears.

982

Contact Center Multimedia/Outbound

March 2008

10

Changing the Active server

Click OK. Result: The Server Promotion window appears for Stage 2. The instructions under Stage 2 are a reminder of the activities you must complete. Follow the instructions in this guide to promote the Standby server.

11

Click Finish. Result: A message dialog box indicates the services on Server B are restarted automatically. After the promotion process is complete, the text at the bottom of the Server Promotion window reads, “The Promotion process was successful.” If the services do not restart, you must restart them manually using the CCMM Service Control Utility.

12

Click Close to close the Server Promotion window.

Installation and Maintenance Guide

983

Changing the Active server

Standard 7.23

Step 3. Confirm the mode of Server B Perform the following steps to confirm Server B is active.

Confirming the server details 1

In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia.

2

Expand General Administration.

3

Double-click Server Settings.

4

The Server Settings window appears.

5

Confirm that the Contact Center Multimedia Server is the name of Server B. The Contact Center Multimedia Standby server is not currently configured.

Confirming the e-mail attachment folders

984

1

In the Multimedia Administrator tool, expand Contact Center Multimedia.

2

Expand E-mail Administration.

Contact Center Multimedia/Outbound

March 2008

3

Changing the Active server

Double-click E-mail Configuration. Result: The E-Mail Configuration window appears.

4

5

Under Attachment Files, check the path names. Do one of the following: „

If the path names show the name of Server B, the paths are correct. Click Cancel.

„

If the path names show the name of Server A, the paths are incorrect. Update the inbound and outbound e-mail attachment shared folder names to show the name of Server B, and click Save.

Close the Contact Center Multimedia Administrator application.

Installation and Maintenance Guide

985

Changing the Active server

Standard 7.23

Step 4. Associate the new reporting server You must update Contact Center Manager Server so that Server B is correctly assigned as the associated reporting server.

986

1

Log on to the Contact Center Manager Administration server.

2

In a Web browser, type http://, where is the name of the server where Contact Center Manager Administration is installed.

3

Click Configuration.

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

4

Below the Server menu, select the Contact Center Manager Server with which you want to associate Server B, right-click, and then click Edit Properties.

5

Under Associated Reporting Servers, click the Select box next to Server B.

6

Under Associated Reporting Servers, ensure the Select box next to Server A is cleared.

7

Click Submit.

8

On the Launchpad menu, click Logout.

Installation and Maintenance Guide

987

Changing the Active server

Standard 7.23

Step 5. Configure the external Web server If you have an external Web server in your contact center, you must update two files and remove the cached files. The following procedure describes how to perform the update for .jsp files with Apache Tomcat. If you are using a different servlet engine (for example, JRun or WebLogic), or a different technology (ASP.NET), you must use the standard procedures for your environment. The folders CI_Sample_Website and WebComms are the folders in the sample customer Web installation. Your custom interface folders can use different names. Ensure that you use the folder names in your installation to locate the web.xml and .jsp files. For more information, see Appendix , “Using the Web communications customer interface.” 1

Stop Apache Tomcat using the following steps: a. On the Start menu of your external Web server, click All Programs > Administrative Tools > Services. b. Right-click Apache Tomcat service, and click Stop. c. Close the Services window.

988

2

On the external Web server, navigate to the folder ..\webapps\CI_Sample_Website\WEB-INF.

3

Open the web.xml file in Notepad, or another text editor.

4

Locate the text string <param-name>CCMM_HOSTNAME. The following text string is <param-value>Server A, where Server A is the name of your Active server.

5

In the <param-value> line, replace the name of the Active server with the name of the Standby server. You are replacing the name of Server A with the name of Server B.

6

Save the file.

7

Close the file.

8

On the external Web server, navigate to the folder ..\webapps\WebComms\WEB-INF.

9

Open the web.xml file in Notepad, or another text editor. Contact Center Multimedia/Outbound

March 2008

Changing the Active server

10

Locate the text string <param-name>CCMM_HOSTNAME. The following text string is <param-value>Server A, where Server A is the name of your Active server.

11

In the <param-value> line, replace the name of the Active server with the name of the Standby server. You are replacing the name of Server A with the name of Server B.

12

Save the file.

13

Close the file.

14

Delete all files in the following folders:

15

„

..Program Files\Apache Software Foundation\Tomcat 5.5\work\Catalina\localhost\CI_Sample_Website\org\apache\jsp

„

..Program Files\Apache Software Foundation\Tomcat 5.5\work\Catalina\localhost\WebComms\org\apache\jsp\jsp

Start Apache Tomcat. a. On your external Web server, click Start > All Programs > Administrative Tools > Services. b. Right-click Apache Tomcat service, and click Start. c. Close the Services window.

Installation and Maintenance Guide

989

Changing the Active server

Standard 7.23

Step 6. Configure the Contact Center Agent Desktop Inform your agents who use the Contact Center Agent Desktop or Outbound Campaign Management Tool to connect to Server B. While your contact center is using Server A, the agents access the desktop application using the URL http://Server A/agentdesktop/ccad.exe. While Server B is running as the Active server, agents must use http://Server B/agentdesktop/ ccad.exe, where Server B is the name of your server.

990

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Step 7. Disable the failed server You must disable the following services on Server A before you reconnect it to the network. „

CCMM Email Manager Service

„

CCMM Manager Client Service

„

CCMM OAM Service

„

CCMM Outbound Scheduler Service

Disabling the services 1

On Server A, click Start > Administrative Tools > Services. Result: The Services window appears.

2

Select the CCMM Email Manager Service.

Installation and Maintenance Guide

991

Changing the Active server

3

Standard 7.23

Right-click and choose Properties. Result: The Services Properties dialog box appears.

4

In the Startup type box, select Disable.

5

Click Apply.

6

Click OK.

7

Repeat steps 2 to 6 for each of the following services:

8

„

CCMM Manager Client Service

„

CCMM OAM Service

„

CCMM Outbound Scheduler Service

Close the Services window.

After you disable these Contact Center Multimedia services, you can reconnect the server to the network.

992

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Step 8. Confirm the Multimedia services You can check the services on each server by opening the CCMM Service Control Utility. 1

On each server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

2

Ensure the services are all running or stopped according to the table below.

3

If the service is not running or stopped, manually change the status of each service.

4

Close the CCMM Service Control window.

The following table shows the status of the services on each server when Server A is disabled and Server B is the Active server: Service

Server A

Server B

Caché Controller for Nortel

stopped

running

CCMM Email Manager Service

disabled

running

CCMM License Service

stopped

running

CCMM Manager Client Service

disabled

running

CCMM OAM Service

disabled

running

CCMM Outbound Scheduler Service disabled

running

CCMM Starter Service

running

stopped

What is next? Nortel recommends that you create a backup of Server B now. If you cannot create a backup of Server B, you must schedule a backup as soon as possible. After you back up Server B, note the current journal file and date of the backup.

Installation and Maintenance Guide

993

Changing the Active server

Standard 7.23

After your failed server is fixed or replaced, you can reconfigure the repaired server as the Primary server. For instructions, see Section C: “Restoring CCMM servers to original configuration,” on page 1011.

994

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Section B: Switching to Standby for a planned change

In this section Overview

996

Step 1. Disconnect Server A from the network

997

Step 2. Promote Server B

998

Step 3. Associate the new reporting server

1002

Step 4. Configure the external Web server

1004

Step 5. Configure the Contact Center Agent Desktop

1006

Step 6. Disable Server A

1007

Step 7. Confirm the Multimedia services

1009

Installation and Maintenance Guide

995

Changing the Active server

Standard 7.23

Overview If you plan to use the Standby server while you perform maintenance on the Active server, you must perform some steps to manually configure your Standby server (Server B) to run in active mode. When Server B is running in active mode, all incoming contacts are routed to it. Server A is removed from the network until upgrades are complete. Complete the following procedures to promote Server B to active mode and bring your contact center back into operation: 1.

Disconnect Server A from the network

2.

Promote Server B

3.

Associate the new reporting server

4.

Configure the external Web server

5.

Configure the Contact Center Agent Desktop

6.

Disable Server A

7.

Confirm the Multimedia services

ATTENTION

996

When the Active server fails, and you use the current Standby server for contact handling, you do not have a functional Standby server if another failure occurs.

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Step 1. Disconnect Server A from the network To disable the Primary server for upgrades, you must disconnect the Active server from the network. ATTENTION

RISK OF IRRECOVERABLE LOSS OF DATA

Do not reconnect this server to the network until the Multimedia services are disabled. The services are disabled in Step 6. “Disable Server A” on page 1007.

Disconnecting the server Disconnect the failed Active server from the network to prevent both Server A and Server B from running in active mode at the same time. ATTENTION

RISK OF IRRECOVERABLE LOSS OF DATA

The data restored from Server A includes configuration information about running Server B as an Active server. Only one Multimedia server can run as an Active server at a time. You must perform Step 2. “Promote Server B” on page 998 before restarting the services on Server A.

Installation and Maintenance Guide

997

Changing the Active server

Standard 7.23

Step 2. Promote Server B Use the Multimedia Administrator tool on the Standby server to promote it to active mode.

998

1

Log on to Server B.

2

On Server B, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

3

Type your user ID and password.

Contact Center Multimedia/Outbound

March 2008

4

Changing the Active server

Click Login. Result: The Administrator window appears.

5

Expand Contact Center Multimedia - STANDBY MODE.

6

Expand Database Administration.

Installation and Maintenance Guide

999

Changing the Active server

7

Standard 7.23

Double-click Server Promotion. Result: The Server Promotion window appears.

8

Click Begin. Result: A message prompt reminds you to use this guide for the complete promotion process, and confirms that you want to proceed with the server promotion.

9

Click Yes. Result: After Stage 1 of the Promotion process is complete, a confirmation window appears.

1000

Contact Center Multimedia/Outbound

March 2008

10

Changing the Active server

Click OK. Result: The Server Promotion window appears for Stage 2. The instructions under Stage 2 are a reminder of the activities you must complete. Follow the instructions in this guide to promote the Standby server.

11

Click Finish. Result: A message dialog box indicates the services on Server B are restarted automatically. After the promotion process is complete, the text at the bottom of the Server Promotion window reads, “The Promotion process was successful.” If the services do not restart, you must restart them manually using the CCMM Service Control Utility.

12

Click Close to close the Server Promotion window.

Installation and Maintenance Guide

1001

Changing the Active server

Standard 7.23

Step 3. Associate the new reporting server You must update Contact Center Manager Server so that Server B is correctly assigned as the associated reporting server.

1002

1

Log on to the Contact Center Manager Administration server.

2

In a Web browser, type http://, where is the name of the server where Contact Center Manager Administration is installed.

3

Click Configuration.

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

4

Below the Server menu, select the Contact Center Manager Server that you want to associate Server B with, right-click, and then click Edit Properties.

5

Under Associated Reporting Servers, click the Select box next to Server B.

6

Under Associated Reporting Servers, ensure the Select box next to Server A is cleared.

7

Click Submit.

8

Close the Contact Center Manager Administration application. On the Launchpad menu, click Logout.

Installation and Maintenance Guide

1003

Changing the Active server

Standard 7.23

Step 4. Configure the external Web server If you have an external Web server in your contact center, you must update two files and remove the cached files. The following procedure describes how to perform the update for .jsp files with Apache Tomcat. If you are using a different servlet engine (for example, JRun or WebLogic), or a different technology (ASP.NET), you must use the standard procedures for your environment. The folders CI_Sample_Website and WebComms are the folders in the sample customer Web installation. Your custom interface folders can use different names. Ensure that you use the folder names in your installation to locate the web.xml and .jsp files. For more information, see Appendix , “Using the Web communications customer interface.” 1

Stop Apache Tomcat using the following steps: a. On the Start menu of your external Web server, click All Programs > Administrative Tools > Services. b. Right-click Apache Tomcat service, and click Stop. c. Close the services window.

1004

2

On the external Web server, navigate to the folder ..\webapps\CI_Sample_Website\WEB-INF.

3

Open the web.xml file in Notepad or another text editor.

4

Locate the text string <param-name>CCMM_HOSTNAME. The following text string is <param-value>Server A, where Server A is the name of your Active server.

5

In the <param-value> line, replace the name of the Active server with the name of the Standby server. You are replacing the name of Server A with the name of Server B.

6

Save the file.

7

Close the file.

8

On the external Web server, navigate to the folder ..\webapps\WebComms\WEB-INF.

9

Open the web.xml file in Notepad or another text editor. Contact Center Multimedia/Outbound

March 2008

Changing the Active server

10

Locate the text string <param-name>CCMM_HOSTNAME. The following text string is <param-value>Server A, where Server A is the name of your Active server.

11

In the <param-value> line, replace the name of the Active server with the name of the Standby server. You are replacing the name of Server A with the name of Server B.

12

Save the file.

13

Close the file.

14

Delete all files in the following folders: ..Program Files\Apache Software Foundation\Tomcat 5.5\Catalina\localhost\CI_Sample_Website\org\apache\jsp ..Program Files\Apache Software Foundation\Tomcat 5.5\Catalina\localhost\WebComms\org\apache\jsp

15

Start Apache Tomcat using the following steps: a. On the Start menu of your external Web server, click All Programs > Administrative Tools > Services. b. Right-click Apache Tomcat service, and click Start. c. Close the services window.

Installation and Maintenance Guide

1005

Changing the Active server

Standard 7.23

Step 5. Configure the Contact Center Agent Desktop Inform your agents who use the Contact Center Agent Desktop or Outbound Campaign Management Tool to connect to Server B. While your contact center is using Server A, the agents access the desktop application using the URL http://Server A/agentdesktop/ccad.exe. While Server B is running as the Active server, agents must use http://Server B/agentdesktop/ ccad.exe, where Server B is the name of your server.

1006

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Step 6. Disable Server A You must disable the following services on Server A before reconnecting it to the network. „

CCMM Email Manager Service

„

CCMM Manager Client Service

„

CCMM OAM Service

„

CCMM Outbound Scheduler Service

Disabling the services 1

On Server A, click Start > Administrative Tools > Services. Result: The Services window appears.

2

Select the CCMM Email Manager Service.

Installation and Maintenance Guide

1007

Changing the Active server

3

Standard 7.23

Right-click and choose Properties. Result: The Services Properties dialog box appears.

4

In the Startup type box, select Disable.

5

Click Apply.

6

Click OK.

7

Repeat steps 2 to 5 for each of the following services:

8

„

CCMM Manager Client Service

„

CCMM OAM Service

„

CCMM Outbound Scheduler Service

Close the Services window.

After you disable the Contact Center Multimedia services, you can reconnect the server to the network.

1008

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Step 7. Confirm the Multimedia services You can check the services on each server by opening the CCMM Service Control Utility. 1

On each server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

2

Ensure the services are all running or stopped according to the preceding table.

3

If the service is not running or stopped, manually change the status of each service.

4

Close the CCMM Service Control window.

The following table shows the status of the services on each server when Server A is disabled and Server B is Active: Service

Server A

Server B

Caché Controller for Nortel

stopped

running

CCMM Email Manager Service

disabled

running

CCMM License Service

stopped

running

CCMM Manager Client Service

disabled

running

CCMM OAM Service

disabled

running

CCMM Outbound Scheduler Service disabled

running

CCMM Starter Service

running

stopped

What is next? Nortel recommends that you create a backup of Server B. If you cannot create a backup of Server B, you must schedule a backup as soon as possible. Before you back up Server B, note the current journal file and date of the backup. Installation and Maintenance Guide

1009

Changing the Active server

Standard 7.23

To reconfigure Server A as the Active server and Server B as the Standby server, see Section C: “Restoring CCMM servers to original configuration,” on page 1011.

1010

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Section C: Restoring CCMM servers to original configuration

In this section Overview

1012

Step 1. Ensure users are disconnected

1014

Step 2. Stop and disable Multimedia services on Server B

1015

Step 3. Backup Server B

1019

Step 4. Stop the shadowing process on Server B

1026

Step 5. Update the server details

1031

Step 6. Demote Server B

1033

Step 7. Stop the services on Server B

1037

Step 8. Stop and disable Multimedia services on Server A

1038

Step 9. Restore the backup to Server A

1042

Step 10. Record the journal file

1045

Step 11. Update the server details for Server A

1047

Step 12. Update the e-mail attachment folders

1050

Step 13. Enable the services on Server A

1051

Step 14. Restart services on Server A

1053

Step 15. Associate the new reporting server

1054

Step 16. Configure the external Web server

1056

Step 17. Configure the Contact Center Agent Desktop

1058

Step 18. Start the services on Server B

1059

Step 19. Update the e-mail attachment folders

1060

Step 20. Set shadowing on Server B

1061

Step 21. Enable the services on Server B

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Changing the Active server

Standard 7.23

Overview After the failure on Server A is corrected, or the upgrade is complete, you can reconfigure Server A to run as the Active server and Server B to run as the Standby server. This section describes both the configuration of Server A and Server B. If you only want to configure Server A as an Active server, you can omit any steps on Server B after you demote Server B. Before this process begins, in your contact center, Server B is running in active mode, and server A is not running. ATTENTION

You must perform this process during a low activity period because it involves disabling services on your current active server while switching Server A to the active server.

Here is a detailed overview of the steps you must perform: On Server B, perform the following steps to prepare the server to be taken out of service: „

Ensure users are disconnected

„

Stop and disable Multimedia services on Server B

„

Backup Server B

„

Stop the shadowing process on Server B

„

Update the server details

„

Demote Server B

„

Stop the services on Server B

On Server A, perform the following steps to restore the database from Server B and make Server A active:

1012

„

Stop and disable Multimedia services on Server A

„

Restore the backup to Server A

„

Record the journal file Contact Center Multimedia/Outbound

March 2008

Changing the Active server

„

Update the server details for Server A

„

Update the e-mail attachment folders

„

Enable the services on Server A

„

Restart services on Server A

Perform the following steps on other components of the contact center „

Associate the new reporting server

„

Configure the external Web server

„

Configure the Contact Center Agent Desktop

On Server B, perform the following steps to make Server B operate in Standby mode: „

Start the services on Server B

„

Update the e-mail attachment folders

„

Set shadowing on Server B

„

Enable the services on Server B

On both servers, verify the services: „

Confirm the Multimedia services

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Standard 7.23

Step 1. Ensure users are disconnected You must inform all users who are connected to server B in your contact center that they must disconnect from the Contact Center applications. Agents who are using Contact Center Agent Desktop, and administrators who are using the Outbound Campaign Management Tool or Multimedia Administrator must exit all applications while you are returning the contact processing to Server A. ATTENTION

You must perform this process during a low activity period because it involves disabling services on your current active server while switching Server A to the active server.

Disconnecting from Contact Center Agent Desktop 1

Complete all of the current contacts.

2

Click Logged In on the telephone toolbar.

3

Close the browser window.

Closing the Outbound Campaign Management Tool Close the Contact Center Outbound window.

Closing the Multimedia Administrator On the File menu, click Exit.

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Step 2. Stop and disable Multimedia services on Server B You must stop all Multimedia services and then disable some of the Multimedia services after all users are disconnected from the server.

Stopping the Multimedia services 1

On Server B, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

2

Under each of the following services, click Stop. Caché Controller CCMM E-mail Manager CCMM License Manager

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Changing the Active server

Standard 7.23

CCMM Manager Client CCMM OAM CCMM Outbound Scheduler CCMM Starter 3

Click Exit to close the CCMM Service Control window.

Disabling Multimedia services You must disable the following services on Server B so that they do not start again. „

CCMM Email Manager Service

„

CCMM Manager Client Service

„

CCMM OAM Service

„

CCMM Outbound Scheduler Service

ATTENTION

1016

The Caché Controller, CCMM License Manager and CCMM Starter services must remain enabled.

Contact Center Multimedia/Outbound

March 2008

1

Changing the Active server

On Server B, click Start > Administrative Tools > Services. Result: The Services window appears.

2

Select the CCMM Email Manager Service.

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Changing the Active server

3

Standard 7.23

Right-click and choose Properties. Result: The Services Properties dialog box appears.

4

In the Startup type box, select Disable.

5

Click Apply.

6

Click OK.

7

Repeat steps 2 to 6 for each of the following services:

8

1018

„

CCMM Manager Client Service

„

CCMM OAM Service

„

CCMM Outbound Scheduler Service

Close the Services window.

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Step 3. Backup Server B To back up the database and e-mail attachments, you must first start the CCMM License Manager service and the CCMM Starter service. Then you must create a destination for the backup, if you have not already. For more information about backing up files, see Chapter 16, “Maintaining the database.” It takes about 5 minutes to back up 1 GB of data from the Multimedia database. You must back up the current Multimedia database from Server B to a location that is accessible from Server A.

Starting the License Manager and Starter services You must start the CCMM License Manager service and the CCMM Starter service. The CCMM Starter service in turn, starts the Caché Controller service. 1

On Server B, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

2

Under each of the following services, click Start. CCMM License Manager CCMM Starter

3

Click Exit to close the CCMM Service Control window.

Creating the backup destination You can back up the database to a file in one of the following locations: „

a mapped drive on a network

„

a backup tape

If you are backing up e-mail attachments, you cannot backup your server on tape.

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Changing the Active server

Standard 7.23

On the network computer where you store the backup, you must do one of the following: „

ensure that your user account is in the same domain as the Contact Center Multimedia server, or

„

create a new user that is in the same domain as the Contact Center Multimedia server and log on as this new user

To back up your database on a mapped drive 1

On the network computer where you store the backup, do the following: a. Create a folder named Backup. b. Right-click the new folder, and then click Properties. c. Click the Sharing tab.

d. Select the Share this folder option. e. Add a description (optional). f.

Leave the User Limit at Maximum allowed.

g. Click Permissions.

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Changing the Active server

h. Give full permissions to your current user account on the Multimedia server.

2

i.

Click Apply.

j.

Click OK.

Update the security properties for the user by performing the following steps: a. Click the Security tab. b. Click Add. c. Select the user account you are currently using. Give full permissions to your current user account on the Multimedia server. d. Click Apply. e. Click OK. f.

3

Click OK to close the Properties window.

On the Contact Center Multimedia server, map the shared folder. a. Start Windows Explorer. b. On the Tools menu, click Map Network Drive.

c. In the Drive box, select an unused drive letter.

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Standard 7.23

d. In the Folder box, type \\<Servername>\Backup, where <Servername> is the name of the server where you created the folder. Tip: If you created a user account specifically for mapping drives, you need to select the Connect using a different user name check box before adding the mapped folder.

To back up your database on tape 1

Ensure a tape drive is present on your server.

2

Insert a blank tape into the tape drive.

Backing up the database and e-mail attachments

1022

1

On Server B, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

Type your user ID and password.

3

Click Login.

4

Expand Contact Center Multimedia/Outbound. Contact Center Multimedia/Outbound

March 2008

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5

Expand Database Administration.

6

Double-click Backup/Restore Utility. Result: The CCMM Backup and Restore Utility window appears.

7

Click Backup. Result: The Backup CCMM Database window appears.

8

Beside Backup to, select your backup location, Network or Tape. Note: You can only back up your e-mail attachments to a mapped networked drive. Be sure that your networked drive contains enough space.

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Changing the Active server

9

Standard 7.23

In the Database box, review the file name for your backup file. To change the file name, click Browse, and then select the desired file name. IF

THEN

you are backing up to a network location

in the Database box, browse to X:\folder name on the network share\. For example, if the network drive is X, the mapped folder is backup, and a subfolder is CCMM_backup, you browse to X:\CCMM_backup\. You must map the backup folder. See “Creating the backup destination” on page 1019.

you are backing up to a tape drive

in the Database box, select the path to the tape drive. A valid path to the tape drive is \\.\tapen, where n is the number of the tape drive. (The first tape installed on a system is, by default, tape0.) Note: You can use the alias tapedump1 instead of \\.\tape0.

10

Ensure that you clear the Do not backup E-mail Attachments check box.

11

In the E-mail Attachments Source Location box, ensure that the location matches the e-mail attachment folders on your Primary server. Click Browse to change the path of the e-mail attachment folders.

12

Click Backup Now. Result: A reminder box appears to remind you of what you are backing up with the utility.

13

Click OK to begin the backup. Result: When the backup is complete, a dialog box appears displaying the contents of the backup.txt log file. If the backup of the Multimedia database is successful, you see “Backup complete” in the backup.txt log file. If the backup of e-mail attachments is successful, you see the number of files copied. If the Backup failed message appears in the backup.txt file, the Multimedia database is not backed up. If this occurs, ensure the backup locations are correct, and the network share or tape is available, has sufficient permissions, and is not full.

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Changing the Active server

If the 0 files copied message appears in the backup.txt file, the e-mail attachments are not backed up. If this occurs, ensure the folders to be backed up are correct, the backup locations are correct, and the network share or tape is available, has sufficient permissions, and is not full. 14

Close the Multimedia Administrator application.

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Changing the Active server

Standard 7.23

Step 4. Stop the shadowing process on Server B In your contact center, Server B was configured to run in standby mode and the shadowing process was configured when the Standby server software was installed on Server B. While Server B was running in active mode, the shadowing process was not used. The current journal file configured on Server B is out of date. You must remove the journal file to prevent the shadowing process from starting with this incorrect journal file. Use the steps below to replace the old journal name.

Clearing the journal file name 1

On Server B, click Start > All Programs > Nortel Contact Center > Multimedia Server > Caché Control Panel. Result: The Username/Password window appears.

2

In the Username/Password window, enter the following: User: NNCCADMIN Password: 20NnCc04

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3

Changing the Active server

Click OK. Result: The Caché Control Panel window appears.

4

Expand Shadowing.

5

Select This System as Shadow.

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Changing the Active server

6

Standard 7.23

Right-click PrimaryServerAttachments, and select Properties. Result: The Properties for Shadowing PrimaryServerAttachments window appears.

7

In the Database server journal file box, delete the Database server journal file.

8

In the Database server journal file box, type .. (dot dot). Result: The database shadowing is stopped while you restore Server A as the active server.

1028

9

Click OK.

10

If you are asked for the user name and password for the Caché Control Panel, use the log on User: NNCCADMIN and Password: 20NnCc04.

Contact Center Multimedia/Outbound

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11

Changing the Active server

In the Caché Control Panel window, right-click PrimaryServerData, and select Properties. Result: The Properties for Shadowing PrimaryServerData window appears.

12

In the Database server journal file box, delete the Database server journal file.

13

In the Database server journal file box, type .. (dot dot). Result: The database shadowing is stopped while you restore Server A as the active server.

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Changing the Active server

1030

14

Click OK.

15

Close the Caché Control Panel.

Standard 7.23

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Step 5. Update the server details At this time, the Contact Center Multimedia Server is Server B, and the Contact Center Multimedia Standby server is . You must configure the servers in the Server Settings window to reflect the configuration you want. Perform the following steps to confirm the Server A is in active mode. ATTENTION

If you receive an error about licensing, restart the License Manager service.

Confirming the server details 1

Log in to the Contact Center Multimedia Administrator.

2

On Server B, in the Contact Center Multimedia Administrator window, expand Contact Center Multimedia.

3

Expand General Administration.

4

Double-click Server Settings.

5

The Server Settings window appears.

6

In the Server Settings window, click Contact Center Multimedia Server to select it.

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Changing the Active server

7

Standard 7.23

Click Edit. Result: The Server Properties window appears.

8

In the Server Name box, change the name of the Standby server to the name of Server A.

9

In the Server Port box, change the port number of the server as required. The default server port is 1972.

10

To change the MCMC event port number, type the new number in the MCMC Event Port box. The default MCMC event port number is 7999.

11

Click Save. Result: A warning appears describing potential errors for changing this server. Click OK to accept.

12

Click OK to accept. Result: The Server Settings window is updated.

13

Click Close to close the Server Settings window.

What’s Next? Perform some required steps on Server B to ensure that it is no longer being used as an active server.

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Changing the Active server

Step 6. Demote Server B On Server B, the services are disabled. You must demote the server before the services are activated to allow Server B to run in standby mode.

Demoting the Standby server You must use the Multimedia Administrator tool to demote the server to Standby mode. 1

Log on to the Standby server.

2

On the Standby server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

3

Type your default user ID and password. User ID: SysAdmin Password: _ _ ccmm!

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Changing the Active server

4

Click Login.

5

Expand Contact Center Multimedia.

6

Expand Database Administration.

7

Double-click Server Demotion.

Standard 7.23

Result: The Server Demotion window appears.

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March 2008

8

Changing the Active server

Click Begin. Result: A message prompt reminds you to use this guide for the complete demotion process, and confirms that you want to proceed with the server demotion.

9

Click Yes. Result: After Stage 1 of the demotion process is complete, a confirmation window appears.

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Changing the Active server

10

Standard 7.23

Click OK. Result: The Server Demotion window appears as follows. The instructions under Stage 2 are a reminder of the activities you must complete. Follow the instructions in this guide to demote the Active server.

11

Click Finish. Result: A message dialog box appears indicating the services on Server B are restarted automatically. After the demotion process is complete, the text at the bottom of the Server Demotion window reads, “The Demotion process was successful.” If the services do not restart, you must restart them manually using the CCMM Service Control Utility.

12

Click Close to close the Server Demotion window. Result: A Demotion Completed message box appears.

13

1036

Click OK.

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Step 7. Stop the services on Server B You must stop all running Multimedia services to ensure Server B is not running while you configure Server A to be the Active Server.

Stopping the Multimedia services 1

On Server B, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

2

Ensure the following services are stopped: Caché Controller CCMM E-mail Manager CCMM License Manager CCMM Manager Client CCMM OAM CCMM Outbound Scheduler CCMM Starter

3

Click Exit to close the CCMM Service Control window.

What is next? Server B is now disabled and no services are running. It is time to return Server A to active mode.

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Changing the Active server

Standard 7.23

Step 8. Stop and disable Multimedia services on Server A You must stop all Multimedia services and then disable some of the Multimedia services on Server A. If your Server A failed, or you upgraded the server, the services might already be stopped or disabled. Perform the following procedures to stop or disable any remaining services on your server.

Stopping the Multimedia services 1

On Server A, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

2 1038

Under each of the following services, click Stop. Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Caché Controller CCMM E-mail Manager CCMM License Manager CCMM Manager Client CCMM OAM CCMM Outbound Scheduler CCMM Starter 3

Click Exit to close the CCMM Service Control window.

Disabling the services You must disable the following services on Server A so that they do not start again. „

CCMM Email Manager Service

„

CCMM Manager Client Service

„

CCMM OAM Service

„

CCMM Outbound Scheduler Service

ATTENTION

The Caché Controller, CCMM License Manager and CCMM Starter services must remain enabled.

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Changing the Active server

1

Standard 7.23

On Server A, click Start > Administrative Tools > Services. Result: The Services window appears.

2

1040

Select the CCMM Email Manager Service.

Contact Center Multimedia/Outbound

March 2008

3

Changing the Active server

Right-click and choose Properties. Result: The Services Properties dialog box appears.

4

In the Startup type box, select Disable.

5

Click Apply.

6

Click OK.

7

Repeat steps 2 to 6 for each of the following services:

8

„

CCMM Manager Client Service

„

CCMM OAM Service

„

CCMM Outbound Scheduler Service

Close the Services window.

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Changing the Active server

Standard 7.23

Step 9. Restore the backup to Server A Before you begin restoring your database, ensure that Server A is connected to the network. You must start the CCMM License service, CCMM Starter service and Caché Controller service, on Server A before beginning to restore the database and e-mail attachments.

Starting the CCMM License Manager and CCMM Starter services 1

On Server A, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

2

Under each of the following services, click Start. CCMM License Manager CCMM Starter

3

Click Exit to close the CCMM Service Control window.

Restoring the Multimedia database to Server A

1042

1

On Server A, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

Type your user ID and password.

3

Click Login.

4

Expand Contact Center Multimedia/Outbound.

5

Expand Database Administration.

Contact Center Multimedia/Outbound

March 2008

6

Changing the Active server

Select Backup/Restore Utility. Result: The CCMM Backup and Restore Utility window appears.

7

Click Restore. Result: The Restore CCMM Database window appears.

8

Beside Restore from, select the type you used to back up the database and e-mail attachment folders.

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Changing the Active server

9

Standard 7.23

In the Database box, select the file name for your backup file. Click Browse to select the file name. Note: You must restore the e-mail attachments on the Standby server for it to function correctly if the Active server fails. You must restore the e-mail attachments to the same location from where they were backed up. Result: A confirmation box appears with the correct location prepopulated.

10

Click OK to confirm the location to restore the e-mail attachments.

11

Click Restore Now. Result: A confirmation box appears with the correct restore location populated.

12

Click Yes to proceed with the restoration of data files. Result: A reminder dialog box appears to identify what is restored.

13

Click OK. Result: When the backup is complete, a dialog box appears displaying the contents of the backup.txt log file.

14

Click Close.

15

Click Close to close the Backup utility.

16

On the Utilities menu of the Multimedia Administrator, click Log in as new user. Result: You are logged off the Multimedia Administrator and the Login window appears.

1044

17

Type your user ID and password.

18

Click Login.

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Step 10. Record the journal file At this time in this procedure, you have backed up Server B and restored the data on to Server A. Server A is about to start processing contacts and writing the information to journal files. You must record the journal file on Server A in order to configure Server B to run in standby mode.

Determining the current database journal file 1

On Server A, click Start > All Programs > Nortel Contact Center > Multimedia Server > Caché Control Panel. Result: The Username/Password window appears.

2

In the Username/Password window, enter the following: User: NNCCADMIN Password: 20NnCc04

3

Click OK. Result: The Caché Control Panel appears.

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Changing the Active server

4

Standard 7.23

In the left pane, click Journaling. Result: The right side of the Caché Control Panel shows the journal files. The latest journal file appears in green. The current journal file is also listed in the status bar at the bottom of the window. The current journal file has the latest date and the highest extension number.

5

1046

Record the file name and full path of the journal file.

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Step 11. Update the server details for Server A At this time, the Contact Center Multimedia Server is Server B, and the Contact Center Multimedia Standby server is . You must configure the servers in the Server Settings window to reflect the configuration you want. Perform the following steps to confirm the Server A is in active mode. ATTENTION

If you receive an error about licensing, restart the License Manager service.

Confirming the server details 1

Log in to the Contact Center Multimedia Administrator.

2

On Server A, in the Contact Center Multimedia Administrator window, expand Contact Center Multimedia.

3

Expand General Administration.

4

Double-click Server Settings.

5

The Server Settings window appears.

6

In the Server Settings window, click Contact Center Multimedia Server to select it.

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Changing the Active server

7

Standard 7.23

Click Edit. Result: The Server Properties window appears.

8

In the Server Name box, change the name of the Contact Center Multimedia server to the name of Server A.

9

In the Server Port box, change the port number of the server as required. The default server port is 1972.

10

To change the MCMC event port number, type the new number in the MCMC Event Port box. The default MCMC event port number is 7999.

11

Click Save. Result: A warning appears describing potential errors for changing this server. Click OK to accept.

12

In the Server Settings window, click Contact Center Multimedia Standby to select it.

13

Click Edit. Result: The Server Properties window appears.

14 1048

In the Server Name box, type the name of the Server B. Contact Center Multimedia/Outbound

March 2008

Changing the Active server

15

In the Server Port box, type the port number for the Multimedia Standby server. The default port number is 1972.

16

Click Save. Result: A warning appears describing potential errors for changing this server.

17

Click OK to accept. Result: The Server Settings window is updated.

18

Click Close to close the Server Settings window.

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Standard 7.23

Step 12. Update the e-mail attachment folders You must ensure that the e-mail attachment folders point to Server A. 1

In the Multimedia Administrator tool, expand Contact Center Multimedia.

2

Expand E-mail Administration.

3

Double-click E-mail Configuration. Result: The E-Mail Configuration window appears.

4

Under Attachment Files, replace the inbound and outbound e-mail attachment shared folder names to show the name of Server A, and click Save. Result: The e-mail attachment folders are updated.

5

1050

Close the Contact Center Multimedia Administrator.

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Step 13. Enable the services on Server A You must enable the remaining services on Server A before it can be the Active server. „

CCMM Email Manager Service

„

CCMM Manager Client Service

„

CCMM OAM Service

„

CCMM Outbound Scheduler Service

Enabling the services 1

On Server A, click Start > Administrative Tools > Services. Result: The Services window appears.

2

Select the CCMM Email Manager Service.

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Changing the Active server

3

Standard 7.23

Right-click and choose Properties. Result: The Services Properties dialog box appears.

4

In the Startup type box, select Automatic.

5

Click Apply.

6

Click OK.

7

Repeat steps 2 to 5 for each of the following services:

8

1052

„

CCMM Manager Client Service

„

CCMM OAM Service

„

CCMM Outbound Scheduler Service

Close the Services window.

Contact Center Multimedia/Outbound

March 2008

Changing the Active server

Step 14. Restart services on Server A You must all the services on Server A to process Multimedia contacts. Some of the processes are started automatically, but a few services must be started manually.

Starting the Multimedia services You must start the CCMM License Manager service and the CCMM Starter service. The CCMM Starter service, starts all of the other services. 1

On Server A, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

2

Under each of the following services, click Start. CCMM License Manager CCMM Starter Result: The following services start automatically: Caché Controller CCMM E-mail Manager CCMM Manager Client CCMM OAM CCMM Outbound Scheduler

3

If the services do not start automatically, use the CCMM Service Control window to start the service.

4

Click Exit to close the CCMM Service Control window.

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Standard 7.23

Step 15. Associate the new reporting server You must update Contact Center Manager Server so that Server A is correctly assigned as the associated reporting server.

1054

1

Log on to the Contact Center Manager Administration server.

2

In a Web browser, type http://, where is the name of the server where Contact Center Manager Administration is installed.

3

Click Configuration.

Contact Center Multimedia/Outbound

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Changing the Active server

4

Below the Server menu, select the Contact Center Manager Server with which you want to associate Server A, right-click, and then click Edit Properties.

5

Under Associated Reporting Servers, click the Select box next to Server A.

6

Under Associated Reporting Servers, ensure the Select box next to Server B is cleared.

7

Click Submit.

8

On the Launchpad menu, click Logout.

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Standard 7.23

Step 16. Configure the external Web server If you have an external Web server in your contact center, you must update two files and remove the cached files. The following procedure describes how to perform the update for .jsp files with Apache Tomcat. If you are using a different servlet engine (for example, JRun or WebLogic), or a different technology (ASP.NET), you must use the standard procedures for your environment. The folders CI_Sample_Website and WebComms are the folders in the sample customer Web installation. Your custom interface folders can use different names. Ensure that you use the folder names in your installation to locate the web.xml and .jsp files. For more information, see Appendix , “Using the Web communications customer interface.” 1

Stop Apache Tomcat using the following steps: a. On the Start menu of your external Web server, click All Programs > Administrative Tools > Services. b. Right-click Apache Tomcat service, and click Stop. c. Close the services window.

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2

On the external Web server, navigate to the folder ..\webapps\CI_Sample_Website\WEB-INF.

3

Open the web.xml file in Notepad or another text editor.

4

Locate the text string <param-name>CCMM_HOSTNAME. The following text string is <param-value>Server B, where Server B is the name of your Standby server.

5

In the <param-value> line, replace the name of the Active server with the name of the Standby server. You are replacing the name of Server B with the name of Server A.

6

Save the file.

7

Close the file.

8

On the external Web server, navigate to the folder ..\webapps\WebComms\WEB-INF.

9

Open the web.xml file in Notepad or another text editor. Contact Center Multimedia/Outbound

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10

Locate the text string <param-name>CCMM_HOSTNAME. The following text string is <param-value>Server B, where Server B is the name of your Standby server.

11

In the <param-value> line, replace the name of the Active server with the name of the Standby server. You are replacing the name of Server B with the name of Server A.

12

Save the file.

13

Close the file.

14

Delete all files in the following folders: ..Program Files\Apache Software Foundation\Tomcat 5.5\Catalina\localhost\CI_Sample_Website\org\apache\jsp ..Program Files\Apache Software Foundation\Tomcat 5.5\Catalina\localhost\WebComms\org\apache\jsp

15

Start Apache Tomcat using the following steps: a. On the Start menu of your external Web server, click All Programs > Administrative Tools > Services. b. Right-click Apache Tomcat service, and click Start. c. Close the services window.

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Step 17. Configure the Contact Center Agent Desktop Inform your agents who use the Contact Center Agent Desktop or Outbound Campaign Management Tool to connect to Server A. While your contact center is using Server B, the agents access the desktop application using the URL http://Server B/agentdesktop/ccad.exe. While Server A is running as the Active server, agents must use http://Server A/agentdesktop/ ccad.exe, where Server A is the name of your server.

What’s next? A few more steps to configure Server B as a Standby server.

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Step 18. Start the services on Server B Start the CCMM License Manager and CCMM Starter services to begin configuring Server B as the Standby server. Ensure that all services are set to Manual or Automatic before beginning this step. 1

On Server A, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

2

Under each of the following services, click Start. CCMM License Manager CCMM Starter Result: The following services start automatically: Caché Controller CCMM E-mail Manager CCMM Manager Client CCMM OAM CCMM Outbound Scheduler

3

If the services do not start automatically, use the CCMM Service Control window to start the service.

4

Click Exit to close the CCMM Service Control window.

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Step 19. Update the e-mail attachment folders You must ensure that the e-mail attachment folders point to the current server. 1

On Server B, in the Multimedia Administrator tool, expand Contact Center Multimedia.

2

Expand E-mail Administration.

3

Double-click E-mail Configuration. Result: The E-Mail Configuration window appears.

4

Under Attachment Files, replace the inbound and outbound e-mail attachment shared folder names to show the name of Server B, and click Save. Result: The e-mail attachment folders are updated.

5

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Close the Contact Center Multimedia Administrator.

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Step 20. Set shadowing on Server B The Multimedia server uses journal files to apply the same updates to the Standby server that are on the active Multimedia server. After you select the correct journal file, you ensure the Standby server reads the correct journal file on the active Multimedia server and makes all changes made on the active Multimedia server since the last backup. You must use the journal file you recorded in Step 10. “Record the journal file” on page 1045. After the journal file is configured, the Standby server reads all subsequent journal files from the Active server and the servers are synchronized. ATTENTION

If you select the wrong journal file, you can lose data.

Selecting the correct journal file 1

On the Standby server, click Start > All Programs > Nortel Contact Center > Multimedia Server > Caché Control Panel. Result: The Username/Password window appears.

2

In the Username/Password window, enter the following: User: NNCCADMIN Password: 20NnCc04

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3

Standard 7.23

Click OK. Result: The Caché Control Panel window appears.

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4

Expand Shadowing.

5

Select This System as Shadow.

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Changing the Active server

Right-click PrimaryServerAttachments, and select Properties. Result: The Properties for Shadowing PrimaryServerAttachments window appears.

7

Under Database server journal file, click the ellipsis button (...) to browse to the correct journal file.

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If you are asked for the user name and password for the Caché Control Panel, use the log on User: NNCCADMIN and Password: 20NnCc04. Result: The Open File dialog box appears.

ATTENTION

The Open File dialog box shows you the file system on the Active server, and not the file system on the Standby server where you are currently working. You must navigate to the correct journal file on the Active server.

8

Select the correct journal file. The correct journal file is the file you recorded in Step 10. “Record the journal file” on page 1045.

9

Click OK.

10

Right-click PrimaryServerAttachments, and select Start.

11

In the Status column, the status changes to Processing or Caught up. Processing means that the Standby server is applying updates. Caught up status means that the Standby server is synchronized with the Active server.

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Changing the Active server

In the Caché Control Panel window, right-click PrimaryServerData, and select Properties. Result: The Properties for Shadowing PrimaryServerData window appears.

13

Under Database server journal file, click the ellipsis button (...) to browse to the correct journal file. Result: The Open File dialog box appears. ATTENTION

The Open File dialog box shows you the file system on the Active server, and not the file system on the Standby server where you are currently working. You must navigate to the correct journal file from the Active server.

14

Select the correct journal file. The correct journal file is the file you recorded in Step 10. “Record the journal file” on page 1045.

15

Click OK.

16

Right-click PrimaryServerData, and select Start.

17

In the Status column, the status changes to Processing or Caught up.

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Processing means that the Standby server is applying updates. Caught up status means that the Standby server is synchronized with the Active server.

18

Close the Caché Control Panel.

It can take a few minutes to synchronize the data, depending on the activity on your Active server.

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Step 21. Enable the services on Server B You must enable the services on Server B in order for it to act as a Standby server. „

CCMM Email Manager Service

„

CCMM Manager Client Service

„

CCMM OAM Service

„

CCMM Outbound Scheduler Service

Enabling the services 1

On Server B, click Start > Administrative Tools > Services. Result: The Services window appears.

2

Select the CCMM Email Manager Service.

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3

Standard 7.23

Right-click and choose Properties. Result: The Services Properties dialog box appears.

4

In the Startup type box, select Automatic.

5

Click Apply.

6

Click OK.

7

Repeat steps 2 to 5 for each of the following services:

8

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„

CCMM Manager Client Service

„

CCMM OAM Service

„

CCMM Outbound Scheduler Service

Close the Services window.

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Step 22. Confirm the Multimedia services You can check the services on each server using the CCMM Service Control Utility. 1

On each server, click Start > All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

2

Ensure the services are all running or stopped according to the preceding table.

3

If the service is not running or stopped, manually change the status of each service.

4

Close the CCMM Service Control window.

The following table shows the status of the services on each server when Server A is the Active server and Server B is the Standby server: Service

Server A

Server B

Caché Controller for Nortel

running

running

CCMM Email Manager Service

running

stopped

CCMM License Service

running

running

CCMM Manager Client Service

running

stopped

CCMM OAM Service

running

stopped

CCMM Outbound Scheduler Service running

stopped

CCMM Starter Service

running

running

What is next? You are done. Your servers are now both running. Server A is the current Active or Primary server, and Server B is the Redundancy or Standby server.

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Contact Center Multimedia/Outbound

part 4 Maintaining the Multimedia/ Outbound server

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Chapter 10

Configuring outbound settings and routing In this chapter Overview

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Log on to the Multimedia Administrator

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Configure skillsets

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Configure the outbound scheduler

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Overview You can use the Multimedia Administrator to configure the skillsets, timers and other settings for outbound contacts. If you are not licensed for outbound contacts, continue with Chapter 11, “Configuring e-mail settings and routing.”

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Log on to the Multimedia Administrator 1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

In the User ID box, type your user identification (for example, SysAdmin).

3

In the Password box, type your password. Use a user ID and password with Administrator privileges.

4

Click Login.

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Configure skillsets If you add skillsets in the Contact Center Manager Administration, and want to use the skillsets to route outbound contacts, you must first configure a route point for each skillset.

Assigning a route point to a skillset 1

In the Contact Center Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand General Administration.

3

Double-click Skillset Settings. Result: The Skillset Settings window appears.

4

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Select the skillset for which you want to assign a route point.

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Click Edit. Result: The Edit Skillset window appears.

6

In the Route Point list, select the route point that you want to assign to the skillset.

7

Click Save. Result: The Edit Skillset window closes. In the Skillset Settings window, the configured route point appears next to the skillset.

8

Repeat steps 4–7 for each skillset required.

9

When all skillsets are configured, click Close to close the Skillset Settings window.

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Configure the outbound scheduler You can configure the global setting for the length of time you want the Outbound Scheduler to wait between presenting outbound contacts to the Contact Center Manager Server. You must be licensed for outbound contacts to configure the outbound scheduler. The default sleep time is 60 seconds.

Configuring the sleep time 1

In the Contact Center Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand Outbound Administration.

3

Double-click Outbound Scheduler Configuration. Result: The Outbound Campaign Scheduler Configuration window appears.

4

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In the Sleep Duration box, type the number of hours and minutes you want to wait between presenting outbound contacts to the Contact Center Manager Server.

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Chapter 11

Configuring e-mail settings and routing In this chapter Overview

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Log on to the Multimedia Administrator

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Configure skillsets

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Create a recipient mailbox

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Configure inbound e-mail settings

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Configure outgoing mailbox settings

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Configure rules

1101

Configure a rule for multiple mailboxes

1124

Configure closed reasons

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Configure e-mail for Asian languages

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Overview You can use the Multimedia Administrator to configure the servers, general settings, inbound and outbound e-mail settings, rules, and other properties in Contact Center Multimedia/Outbound that are required for routing e-mail messages. If you are not licensed for e-mail contacts, continue with Chapter 13, “Configuring the Contact Center Agent Desktop.”

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Log on to the Multimedia Administrator 1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

In the User ID box, type your user identification (for example, SysAdmin).

3

In the Password box, type your password. Use a user ID and password with Administrator privileges.

4

Click Login.

Logging off of the Multimedia Administrator To log off the Multimedia Administrator, click File > Exit.

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Configure skillsets If you add skillsets in Contact Center Manager Administration, and want to use the skillsets in rules, you must first configure a route point for each skillset.

Assigning a route point to a skillset 1

In the Contact Center Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand General Administration.

3

Double-click Skillset Settings. Result: The Skillset Settings window appears.

4

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Select a skillset for which you want to assign a route point.

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Click Edit. Result: The Edit Skillset window appears.

6

In the Route Point list, select the route point that you want to assign to the skillset.

7

If applicable, type an auto-signature for the skillset. Note: An auto-signature is text that is automatically added at the bottom of an outgoing message. For example, you can encourage customers to visit your customer support Web site by adding the URL and other promotional information or disclaimer text to every message.

8

Click Save. Result: The Edit Skillset window closes. In the Skillset Settings window, the configured route point appears next to the skillset.

9

When all skillsets are configured, click Close to close the Skillset Settings window.

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Create a recipient mailbox Contact Center Multimedia/Outbound polls specific recipient mailboxes on the e-mail server based on a list of mailboxes defined in the Multimedia Administrator recipients list. The e-mail retrieved from these mailboxes is routed based on defined rules that can are applied to either enabled or alias mailboxes. You must ensure that any enabled e-mail address that you want to configure in the E-mail Manager is already configured on your corporate e-mail server. To create a recipient mailbox

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1

In the Contact Center Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand E-mail Administration.

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Double-click Recipient Addresses. Result: The New Recipient window appears.

4

In the Mailbox Name box, type the name of a mailbox set up the e-mail server.

5

In the E-mail Domain box, type the domain for your e-mail server. Note: Mailbox names are case-sensitive. You must type the mailbox name exactly as it appears on your e-mail server. Note: If the Contact Center Multimedia/Outbound server is not in the same domain as the e-mail server, you must also include the domain. Include the

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domain in the format: domain\user (pre-Windows 2000) or user@domain (post-Windows 2000) in the Mailbox Name box. Example: To enter the e-mail address [email protected], in the Mailbox Name box type sales, and in the E-mail Domain box type nortel.com. Example: To enter the e-mail address [email protected], in the Mailbox Name box, type europe\sales or [email protected], and in the E-mail Domain box, type europe.nortel.com. 6

In the Password box, enter the password for the mailbox. Attention: When you change a password on the e-mail server, you must update this password in the Multimedia Administrator.

7

In the Confirm box, type the same password you typed in the Password box.

8

In the Display Name box, type the name you want to appear in the e-mail From address (for example, sales department).

9

In the POP3 Server box, ensure that the host name of your POP3 server is selected.

10

In the SMTP Server box, ensure that the host name of your SMTP server is selected.

11

Select the Enabled or Alias option. „

Select the Enabled option to include the e-mail mailbox in the set of mailboxes from which incoming e-mail is retrieved.

„

Select the Alias option to configure this mailbox as an alias. The address of an alias can be used in rules configuration and outbox mapping, but a recipient box configured as an alias address not contain e-mail.

12

In the Process Up to box, enter the maximum number of e-mail messages the mailbox can accept every time it scans the database. You can enter a different value for this variable for each mailbox. The default value is 10.

13

Select the Use alternative username for SMTP Authentication box if you are configuring an inbox as an alias. If SMTP authentication is enabled on your e-mail server, and you are using aliases, you log on to the SMTP server with a different user name.

14

In the Username box, type the SMTP server logon name. Note: You can have mailboxes on multiple e-mail servers. You can have multiple e-mail servers for e-mail or fax messages, load balancing, and

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managing e-mail subtypes. Each e-mail server is polled for the mailboxes that it hosts. For more information about configuring more e-mail servers, see the Multimedia Administrator online Help. 15

Click Save.

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Configure inbound e-mail settings You can perform this optional configuration if you are licensed for e-mail contacts. You can configure optional e-mail settings, such as: „

how frequently you scan the e-mail server for new messages

„

where the attachments are stored

„

what text is searched when you use keywords for rules

Configuring the e-mail settings Use the E-mail Configuration window to configure these settings:

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The Mailbox Scan Interval is the interval between the scans are made to the e-mail server to check for new e-mail messages. The default value is 60 seconds.

„

The Attachment Files are the locations on the Contact Center Multimedia server where the attachments to e-mail messages are stored. A URL is provided for agents to access the folder on the Web server. These values are provided by default. To change these folder names, you must ensure that the new folder exists on the file system with the correct path to the folders, the folder is shared, a parallel IIS virtual folder is created, and that all of the permissions are correct. No verification is performed in the Multimedia Administrator application to ensure that the new values are correct, so the values need to checked carefully. The default values for the folder, where <Servername> is the name of the Contact Center Multimedia/Outbound server, are: Inbound URL: http://<Servername>/inboundattachment Inbound Share: \\<Servername>\inboundattachment Outbound URL: http://<Servername>/outboundattachment

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Outbound Share: \\<Servername>\outboundattachment ATTENTION

Risk of backup failure

Nortel recommends that you use the default attachment locations defined during installation. If required, you can choose a different location for the inbound and outbound shared e-mail folders. If you choose a different location, you must ensure that you: „

Create the inbound e-mail attachment folder with the path MailAttachments/Inbound.

„

Create the outbound folder with the path MailAttachments/Outbound.

„

Share the inbound and outbound folders with the users CCMMOPSUSR and IUSR_<Servername>.

„

Configure the NTFS access to the inbound and outbound folders for CCMMOPSUSR and IUSR_<Servername>.

„

Configure the correct folders in the e-mail attachment locations in the Multimedia Administrator application.

„

The Auto-Number Outgoing E-mail is the customer identification number and contact identification number and can optionally be included in the message subject of all e-mail messages. For example, the e-mail subject contains RE: Enquiry [] {5555}, where AD denotes the email was sent by the agent desktop, 1234 is the customer id and 55555 is the contact id. In the case where a thread of conversation occurs, the format is RE: Enquiry [] {5555} {55556}.

„

The Include E-Mail Body in Keyword Search specifies the keyword search for rules is applied to both the subject and the body of the e-mail message. You can also select the number of characters in the e-mail message you want to search.

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To configure the e-mail settings 1

In the Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand E-mail Administration.

3

Double-click E-mail Configuration. Result: The E-Mail Configuration window appears.

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4

To configure a different Mailbox Scan Interval, type the time in minutes or seconds.

5

To change the Attachment Files locations, type the new path into the fields provided.

6

Select or clear the Auto-Number Outbound E-Mail.check box. If the check box is checked, the customer identification number is included in the message subject of all e-mail messages.

7

Select or clear the Include E-Mail Body in Keyword Search check box. If the check box is checked, the keyword search for rules is applied to both the subject and the body of the e-mail message. You can also select the number of characters in the e-mail message you want to search. Contact Center Multimedia/Outbound

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Configuring e-mail settings and routing

Click Save.

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Configure outgoing mailbox settings Configure outgoing e-mail mailbox settings to identify who is responding to the customer’s e-mail message. For outgoing e-mail, you can also change the encoding of the message. The response can contain the e-mail address to which the customer sent the original e-mail message, or a general corporate e-mail address that is configured for each skillset. Agent-initiated messages are always sent from an e-mail address associated with a skillset. Note: E-mail messages must be relayed through the e-mail server, not forwarded to another party if managing e-mail messages on behalf of an external source. Sending e-mail messages preserves the original To address which is used for email rule administration and outgoing e-mail addresses.

Configuring the outgoing mailbox for responses

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1

In the Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand E-mail Administration.

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Configuring e-mail settings and routing

Double-click Outgoing E-mail. Result: The Outgoing E-mail Configuration window appears.

4

Select a skillset.

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5

Standard 7.23

Click Set Mapping. Result: The Outgoing E-mail Mapping window appears.

6

Do one of the following: „

To send customer responses from an address specified for the skillset, do the following: Click Send both Agent-initiated Contacts and Customer Responses from this E-mail address. In the box, select the e-mail address for the outgoing e-mail. This email address must be defined as a mailbox on the E-mail Manager.

„

To send customer responses from the address that the customer used, do the following: Click Respond to Customer Contacts with the Recipient address of the original e-mail. In the box, select the e-mail address for the outgoing e-mail for agentinitiated e-mail messages. This e-mail address must be defined as a mailbox on the E-mail Manager.

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Click Save. Result: The changes appear in the Skillset to Mailbox Mappings tab of the Outgoing E-mail Configuration window.

Selecting barred e-mail addresses You can bar e-mail addresses from the E-mail Manager. The E-mail Manager does not send an e-mail message to an address that appears on the barred list. 1

In the Outgoing E-mail Configuration window, click Barred Outgoing Addresses. Result: The new page appears.

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2

Standard 7.23

To add a new barred address, click New. Result: The New Barred E-mail Address window appears.

3

In the Address box, type the e-mail address that must be barred.

4

Click Save to save the new barred address.

5

Click Close to close the Outgoing E-mail Configuration box.

Configuring encoding for outgoing e-mail The Contact Center Multimedia E-mail Manager is designed to reply to an email message using the same character set as the inbound e-mail. For example, if an e-mail arrives to the contact center with Latin-1 encoding, the reply from the agent desktop or the auto-response is sent in Latin-1. The purpose of the design is to ensure that the customer e-mail client can understand the format of the message sent from the contact center. If the customer sends an e-mail in English and receives either an agent response or an auto-response in another character set, there is no way to know if the customer e-mail client can decode the new character set. Nortel recommends that if you use an auto-response, you use the rules capability to search for words in the expected languages (for example, Japanese or English) to ensure that an auto-response sent matches the language of the inbound e-mail. If the original e-mail is encoded with the Latin 1 characterset (ISO-8859-1), you can choose to reply in Latin 9 character set (ISO-8859-15) to provide support for the Euro Currency Symbol. The Euro Currency Symbol is not included in the Latin 1 character set, instead, it is represented by a question mark (?). Not all recipients understand the Latin 9 character set, and the reply e-mail can be perceived as a blank e-mail. Nortel recommends that only contact centers in Europe use Latin 9 encoding. 1096

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Select one of the following types of coding, as required for your system: „

US-ASCII

American Standard Code for Information Interchange

„

windows-1250

Windows Eastern European

„

windows-1251

Windows Cyrillic

„

windows-1252

Windows Latin-1

„

windows-1253

Windows Greek

„

windows-1254

Windows Turkish

„

windows-1257

Windows Baltic

„

ISO-8859-1

Latin Alphabet No. 1 – Western European Covers most Western European languages: Danish, Dutch, English, Faeroese, Finnish, French, German, Icelandic, Irish, Italian, Norwegian, Portuguese, RhaetoRomanic, Scottish Gaelic, Spanish, and Swedish, Eastern European Albanian, as well as the African languages Afrikaans and Swahili. The Euro symbol and capital Ÿ are in the revised version ISO 8859-15.

„

ISO-8859-2

Latin Alphabet No. 2 – Central European Supports the Central and Eastern European languages that use the Latin alphabet, including Bosnian, Polish, Croatian, Czech, Slovak, Slovenian, and Hungarian. The Euro symbol is in version ISO 8859-16.

„

ISO-8859-4

Latin Alphabet No. 4 – North European Estonian, Latvian, Lithuanian, Greenlandic, and Sami.

„

ISO-8859-5

Latin/Cyrillic Alphabet Covers mostly Slavic languages that use a Cyrillic alphabet, including Belarusian, Bulgarian, Macedonian, Russian, Serbian, and Ukrainian.

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„

ISO-8859-7

Standard 7.23

Latin/Greek Alphabet Covers the modern Greek language (monotonic orthography). Can also be used for Ancient Greek written without accents or in monotonic orthography, but lacks the diacritics for polytonic orthography. These were introduced with Unicode.

„

ISO-8859-9

Latin Alphabet No. 5 Largely the same as ISO 8859-1, replacing the rarely used Icelandic letters with Turkish ones. It is also used for Kurdish.

„

ISO-8859-13

Latin Alphabet No. 7 Added some characters for Baltic languages which were missing from Latin-4 and Latin-6.

„

ISO-8859-15

Latin Alphabet No. 9 A revision of 8859-1 that removes some little-used symbols, replacing them with the Euro symbol and the letters Š, š, Œ, œ, and Ÿ, which covers the French, Finnish and Estonian languages.

„

KOI8-R

KOI8-R, Russian

„

UTF-8

Eight-bit UCS Transformation Format

„

UTF-16

Sixteen-bit UCS Transformation Format, byte order identified by an optional byte-order mark

„

UTF-16BE

Sixteen-bit Unicode Transformation Format, big-endian byte order

„

UTF-16LE

Sixteen-bit Unicode Transformation Format, little-endian byte order

Acceptable encoding values are available at http://java.sun.com/j2se/1.5.0/docs/ guide/intl/encoding.doc.html.

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To change the encoding for the outgoing e-mail 1

In the Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand E-mail Administration.

3

Double-click Outgoing E-mail Encoding. Result: The Outgoing E-mail Encoding dialog box appears.

4

In the Encoding list, select the type of encoding you want to use.

5

To select the Latin 9 encoding for replies, select the Reply to Latin 1 as Latin 9 check box. Note: Nortel recommends that only contact centers in Europe use Latin 9 encoding.

6

Click Save.

7

Restart the CCMM Email Manager service by doing the following:

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a. On the Windows Start menu of the Multimedia server, click All Programs > Administrative Tools > Services.

b. Right-click CCMM Email Manager service, and click Restart. c. Close the Service window.

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Configure rules Rules determine how a multimedia contact is to be routed based on information about the e-mail message (inputs) and configurations in your contact center (outputs). A basic rule considers the first recipient address of the contact and can assign a skillset. You can further enhance the routing by searching for specific keywords in the body of an e-mail, or looking at who sent the message (sender address). You can also enhance the routing by selecting additional output details for your contact center, such as auto-responses. You can configure a maximum of 1000 rules. If an e-mail message is sent to more than one recipient address, only the first rule that is matched to the recipient list is executed. The autoresponses and skillset assignment for the e-mail is based on the first matched recipient address. Configuring additional rules is optional. Example 1: A magazine advertises an investment strategy. Customers can learn more about the investment by sending an e-mail with “Good Investing” in the subject line to a specific address. A rule can be created to search incoming e-mail messages for “Good Investing.” If the e-mail subject line contains “Good Investing,” then a brochure is sent to the customer. No interaction from an agent is required. Example 2: An e-mail arrives at the contact center from the most important client of the contact center. A rule can be created to route this client’s contacts to a skillset assigned to a highly specialized agent.

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Understanding rule components

Rule inputs Multimedia rules are based on the recipient address or the To address when the e-mail arrives in the contact center. Rules apply to a recipient mailbox. You can also add keywords and sender addresses to the input to further refine the rule. „

Keyword groups—A collection of related words for which the system searches within the subject or the body of an e-mail.

„

Sender address groups—The originating address of the e-mail, or From address, when the e-mail arrives in the contact center.

Rule outputs Each rule must have one output that is assigned to a skillset. You can also configure a contact type or a priority for the contact that matches the rule. You can optionally close the contact, or add an auto-response or out of office message, to the rule.

Placing the rules in a sequence The first rule applied to each recipient mailbox is a copy of the system delivery failure rule. The last rule applied to each recipient mailbox is a copy of the default rule. The other rules, created by the administrator, can be in any order between the delivery failure and default rules. 1102

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For rules that you create, the rule with the most specific constraints appears second, after the delivery failure rule, and the rule with the least specific constraints appears immediately before the default rule, which is last. You can configure the sequence of the rules by selecting a rule in the list and using the up or down arrow to move the rule. You can also enable and disable each rule by selecting a rule in the list and using the check mark or cross to enable or disable the rule. Note: The default delivery failure rule and the default rule are always enabled and you can not disable them.

Determining the status of a rule Each rule is in one of the following states: Enabled—The rule is executed if the contact matches the requirements of the rule. It is black on the table. Disabled—The rule is not executed, even if the contact matches the requirements of the rule, because the rule is disabled. It is gray on the table. Reset—The rule is executed if the contact matches the requirements of the rule; however, the rule was reset, because the skillset used in the rule was deleted in Contact Center Manager Administration. The default skillset, EM_Default_Skillset, is assigned to the rule, and unexpected routing can occur. The rule is red in the list of rules to warn the administrator of a change in the rule definition. The rule returns to black when you change or open the skillset.

Creating a new rule Create a new rule using the Rule Configuration Wizard. 1

Log on to the Multimedia Administrator.

2

Expand Contact Center Multimedia.

3

Expand Rule Administration.

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Double-click Rule Configuration Wizard. Result: The Rules Configuration Wizard - Begin window appears.

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Select Configure Individual Recipient Rules to create a rule.

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Click Next. Result: The Rule Configuration Wizard- Recipients window appears.

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In the Rule Configuration Wizard, click Next. Result: The Rule Configuration Wizard - Rules window appears.

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Click New to configure a new rule. Result: The Rule Configuration Wizard - Input Criteria window opens.

Configuring rule inputs Rules are automatically based on the recipient address; however, you can use keyword groups and sender groups to define more detailed rules. From the examples at the beginning of this section, we can consider the inputs for each rule: Examples: The magazine example suggests that readers can send an e-mail with “Good Investing” in the subject to the contact center to get more information about a particular investment. Create a rule to search the subject of incoming e-mail messages for “Good Investing.” You can send an auto-response and close the contact by using keywords to determine if the subject of the incoming e-mail message is “Good Investing.” Installation and Maintenance Guide

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When an e-mail comes into the contact center, a rule checks to see if the keywords “Good Investing” are in the e-mail subject. If a match is found, then the rule is followed (if the rule is enabled). If the keywords are not in the e-mail, the e-mail does not match the rule, and the remaining rules are checked. In the second example, if an e-mail arrives at the contact center from a very important client, you can create a rule to route this client’s contacts to a skillset that is assigned to a highly specialized agent. You can assign a specialized skillset to the important client by creating a sender group that includes this client’s e-mail address. When an e-mail comes into the contact center, the rule checks to see if the sender address matches the very important client. If it does, then the rule is followed (if the rule is enabled). If the sender address does not match the rule, then the remaining rules are checked.

Adding keyword groups to the rule A keyword group is a list of words or groups of words that you can search in an e-mail message. Keyword groups associate keywords and expressions considered important by the contact center to be handled in a particular way— assign a skillset, close the contact, or send an auto-response. Keyword groups are optional; however, you can use up to three keyword groups as input parameters for your rule.

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To insert keyword groups into the rule 1

On the Rule Configuration Wizard - Input Criteria window, under Available Keyword Groups, select a keyword group you want to use for this rule. To create a new keyword group, perform the following steps: a. On the Rule Configuration Wizard - Input Criteria window, under Keyword Groups, click More. Result: The Keyword Groups window appears.

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b. Click New. Result: The New Keyword Group window appears.

c. In the Name box, type a unique name for the keyword group (maximum 64 characters). 1110

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d. In the Keyword box, type a word or a group of words related to the keyword group you are creating. Note: The keyword search in an e-mail message is not case sensitive. If you add the word John, the E-mail Manager also matches JOHN and john. Note: The Keyword box supports the unicode UTF-8 character set. Note: Keyword groups support only * and ? as wildcard characters. Example: The asterisk (*) represents multiple characters. For example, t* specifies a list of all the words that start with t. The question mark (?) represents a single character. For example, p?t specifies all three letter words that start with p and end with t. A keyword does not support the following characters: # + & | ! ( ) { } [ ] ^ “ ~ : and \. If you use any of these characters in your keywords, you receive an error message stating that the keyword contains invalid characters. e. Click Add. Result: The keyword or expression is added to the list, and the keyword group is created. Note: You must assign at least one keyword to a keyword group before you can save the keyword group. f.

Repeat steps d and e to add more keywords to the list.

g. Click Save. h. Click Close to close the Keyword Groups window. 2

With the selected keyword highlighted, click the black arrow ( the keyword group name into the selection box.

) to insert

3

Repeat step 2 for a second and third keyword group, if desired.

4

Between each keyword group selection, click AND or AND NOT to create a logical expression for your keyword groups. Note: If the same word appears in two keyword groups separated by a NOT operator, the rule fails. The e-mail is evaluated by the next rule configured for the recipient mailbox.

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Adding sender groups to the rule You must place any sender addresses that you want to track in a sender group. Sender groups can be used to route important sender e-mail addresses to skillsets. Using a sender group in the rule is optional.

To insert sender groups into the rule 1

On the Rule Configuration Wizard - Input Criteria window, under Available Sender Groups, select a sender group you want to use for this rule. To create a new sender group, perform the following steps: a. On the Rule Configuration Wizard - Input Criteria window, under Sender Groups, click More. Result: The Sender Groups window appears.

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b. Click New. Result: The New Sender Group window appears.

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c. In the Name box, type a unique name for the sender group (maximum 64 characters). d. In the E-mail Address box, type an e-mail address. If you know the user is in the contact database, start typing an e-mail address, and then click Lookup. E-mail messages that match the characters you typed appear in the list. e. Click Add to insert the e-mail address you looked up, or click Add Freeform to add your typed e-mail address to the sender group. Note: This text box supports unicode language. For example, you can enter Chinese text. Note: Sender groups support only * as a wildcard character when it is placed before the @ symbol in an e-mail address. The wildcard characters cannot be at the end of a sender group address. Nortel recommends that you have a maximum of 20 sender e-mail addresses in one sender group.

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f.

Repeat steps d and e to add more e-mail addresses to the sender group.

g. Click Save. h. Click Close to close the Sender Groups window. 2

When a sender group is highlighted, click the black arrow ( sender group name into the selection box.

) to insert the

Completing the rule inputs When you complete the input configuration, continue with the Rule Configuration Wizard.

Click Next. Result: The Rule Configuration Wizard - Output Actions window appears.

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Configuring rule output actions An e-mail that matches a particular rule must be assigned to a skillset, or closed. An auto-response can be created to reply to the e-mail. Examples: In the magazine example, if the subject line contains the correct text, then a brochure about the investment can be automatically sent to the customer. No interaction from an agent is required. The rule for the e-mail about “Good Investing” can ensure a specific response to the customer e-mail message: send an auto-response (with the brochure as an e-mail attachment) and then close the contact. An e-mail arrives from the most important client of the company. A rule ensures the following response to the e-mail: assign a skillset named “VIP” and add a high priority to the e-mail message.

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To configure the output actions 1

In the Rule Name box, type the name of your rule. The name of your rule must be unique.

2

In the Skillset box, select a skillset to assign the contact to if the contact matches the rule. Note: If you select This Rule will close the Contact, you must select a skillset. To configure a skillset, perform the following steps a. Under Skillsets, click More. b. Select the first skillset you use to route multimedia contacts. c. Click Edit. Result: The Edit Skillset window appears.

d. In the Route Point list, select the route point that you want to assign to the skillset. e. Click Save. Result: The Edit Skillset window closes. In the Skillset Settings window, the configured route point appears next to the skillset.

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f.

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Click Close to close the Skillset Settings window.

3

In the Contact Type box, select the type to assign to the contact if the contact matches the rule.

4

In the Contact Priority box, select the priority for the contact if the contact matches the rule.

5

To configure a rule that is applied when the contact center is closed, Select the This rule will use Office Hours check box. Note: Default hours are configured for office hour times in your contact center. For information about changing the open and close times, see your Multimedia Administrator online Help. Note: You can only create one out of office hours rule.

6

To close the contact when a match to the rule is found, select the This Rule will close the Contact check box.

Adding an auto-response to the rule Auto-responses are used to send messages to a sender. An auto-response can perform one of the following objectives: „

provide the customer with their Web logon ID and password (password reminder auto-response)

„

inform a customer the office is closed (out of hours auto-response)

„

acknowledge the receipt of an e-mail contact (regular auto-response, or an auto-acknowledgement)

„

provide specific information in response to rule inputs (regular autoresponse)

A password reminder auto-response and an out of hours auto-response are configured by default. You cannot delete the default auto-responses. You can create the number of regular auto-responses your contact center requires. Configuring an auto-response for a rule is optional. To select an auto-response for the rule 1

On the Rule Configuration Wizard - Output Criteria window, under Autoresponses, select a response you want to use for this rule. To create a new auto-response, perform the following steps:

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a. On the Rule Configuration Wizard - Output Criteria window, under Auto-Responses, click More. Result: The Auto-Responses window appears:

b. Click New. Result: The New Auto-Response window appears.

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c. In the Name box, type the name of the auto-response. d. In the Subject box, type the subject of the response e-mail message. e. In the Type box, type select the type of auto-response: Regular, Password Reminder, or Out of Hours. f.

In the Body box, type the message you want to include in the response. You can also add attachments and insert data items, such as the date, customer number, arrival time, customer name, customer e-mail address, e-mail subject, and e-mail body in an auto-response. For more information, see the Contact Center Multimedia Administrator online Help. If you use an attachment, a warning message indicates that the attachments must be in the outbound e-mail attachment folder. Click OK to confirm the attachment location.

g. Click Save.

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h. Click Close to close the Auto-Responses window. 2

When the selected auto-response is highlighted, click the black arrow ( to insert the selected auto-response name into the selection box.

3

Click Save.

)

Result: The rule is configured and the rules are displayed in the rules list.

4

Click Finish. You can repeat this process to configure other rules.

Printing a rule summary You can view and print a list of the rules you configure. Review the order in which the rules are applied to each recipient contact. You can also see the status of each rule. You can export the rules from the Rule Precedence window to a text file for printing. Installation and Maintenance Guide

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To print the Rules 1

Log on to the Multimedia Administrator.

2

On the Utilities menu, click Export Rules.

3

Browse to a file location on your server to store the file.

4

Click Save.

5

Go to the file named Rules.txt. The file is saved on your desktop.

6

Double-click to open the file.

7

On the File menu, click Print.

Making rules inactive You can make rules active and inactive. An inactive rule remains configured, but is not used for routing incoming e-mail until the rule is activated again.

To activate a rule, select the rule, and then click 1122

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To make a rule inactive, select the rule, and then click

.

Deleting a rule You can permanently delete a rule. After the rule is deleted, you cannot use the rule for routing e-mail messages.

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Configure a rule for multiple mailboxes You can configure a rule that applies to more than one mailbox. 1

Log on to the Multimedia Administrator.

2

Expand Contact Center Multimedia.

3

Expand Rule Administration.

4

Double-click Rule Configuration Wizard. Result: The Rule Configuration Wizard - Begin window appears.

5

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Select Configure a New Rule for Multiple Recipients.

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Click Next. Result: The Rule Configuration Wizard - Recipients window appears.

7

Select the recipient addresses to which you want to add a new rule by selecting the check box next to each recipient name.

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In the Rule Configuration Wizard, click Next. Result: The Rule Configuration Wizard - Input Criteria window opens (if you have selected more than one recipient mailbox).

Configuring rule inputs Rules are automatically based on the recipient address; however, you can use keyword groups and sender groups to define more detailed rules. From the examples at the beginning of this section, consider the inputs for each rule:

Adding Keyword groups to the rule A keyword group is a list of words or a group of words that you can search in an e-mail message. Keyword groups associate keywords and expressions considered important by the contact center to be handled in a particular way— assign a skillset, close the contact, or send an auto-response. 1126

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Keyword groups are optional; however, you can use up to three keyword groups as input parameters for your rule.

To insert keyword groups into the rule 1

On the Rule Configuration Wizard - Input Criteria window, under Available Keyword Groups, select a keyword group you want to use for this rule. To create a new keyword group, perform the following steps: a. On the Rule Configuration Wizard - Input Criteria window, under Keyword Groups, click More. Result: The Keyword Groups window appears.

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b. Click New. Result: The New Keyword Group window appears.

c. In the Name box, type a unique name for the keyword group (maximum 64 characters). 1128

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d. In the Keyword box, type a word or a group of words related to the keyword group you are creating. Note: The Keyword box supports the unicode UTF-8 character set. Note: Keyword groups support only * and ? as wildcard characters. Example: The asterisk (*) represents multiple characters. For example, t* specifies a list of all the words that start with t. The question mark (?) represents a single character. For example, p?t specifies all three letter words that start with p and end with t. A keyword does not support the following characters: # + & | ! ( ) { } [ ] ^ “ ~ : and \ . If you use any of these characters in your keywords, you receive an error message stating that the keyword contains invalid characters. e. Click Add. Result: The keyword or expression is added to the list, and the keyword group is created. Note: You must assign at least one keyword to a keyword group before you can save the keyword group. f.

Repeat steps d and e to add other keywords to this keyword group.

g. Click Save. h. Click Close to close the Keyword Groups window. 2

Click the black arrow ( selection box.

) to insert the keyword group name into the

3

Repeat step 2 for a second and third keyword group, if desired.

4

Between each keyword group selection, select AND or AND NOT to create a logical expression for your keyword groups. Note: If the same word appears in two keyword groups separated by a NOT operator, the rule fails. The e-mail is evaluated by the next rule configured for the recipient mailbox.

Adding sender groups to the rule You must place any sender addresses that you want to track in a sender group. Sender groups can be used to route important sender e-mail addresses to skillsets.

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Using a sender group in the rule is optional.

To insert sender groups into the rule 1

On the Rule Configuration Wizard - Input Criteria window, under Available Sender Groups, select a sender group you want to use for this rule. To create a new sender group, perform the following steps: a. On the Rule Configuration Wizard - Input Criteria window, under Sender Groups, click More. Result: The Sender Groups window appears.

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b. Click New. Result: The New Sender Group window appears.

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c. In the Name box, type a unique name for the sender group (maximum 64 characters). d. In the E-mail Address box, type an e-mail address. If you know the user is in the contact database, start typing an e-mail address, and then click Lookup. E-mail messages that match the characters you typed, appear in the list. e. Click Add to insert the e-mail address you looked up, or click Add Freeform to add your typed e-mail address to the sender group. Note: This text box supports unicode language. For example, you can enter Chinese text. Note: Sender groups support only * as a wildcard character when it is placed before the @ in the e-mail address. The wildcard characters cannot be used at the end of a sender group address. Nortel recommends that you have a maximum of 20 sender e-mail addresses in one sender group.

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f.

Repeat steps d and e to add other sender addresses to this sender group.

g. Click Save. h. Click Close to close the Sender Groups window. 2

Click the black arrow ( selection box.

) to insert the sender group name into the

Completing the rule inputs When you have completed the input configuration, continue the Rule Configuration Wizard.

Click Next. Result: The Rule Configuration Wizard - Output Actions window appears.

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Configuring rule output actions An e-mail that matches a particular rule must be assigned to a skillset, or closed. An auto-response can also be created to reply to the e-mail. To configure the output actions 1

In the Rule Name box, type the name of your rule. The name of your rule must be unique.

2

In the Skillset box, select a skillset to assign the contact to if the contact matches the rule. Note: If you select This rule will close the Contact, you must select a skillset. To add a skillset, perform the following steps a. Under Skillsets, click More. b. Select the first skillset you use to route multimedia contacts.

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c. Click Edit. Result: The Edit Skillset window appears.

d. In the Route Point list, select the route point that you want to assign to the skillset. e. Click Save. Result: The Edit Skillset window closes. In the Skillset Settings window, the configured route point appears next to the skillset. f.

Click Close to close the Skillset Settings window.

3

In the Contact Type box, select the type to assign to the contact if the contact matches the rule.

4

In the Contact Priority box, select the priority for the contact if the contact matches the rule.

5

To configure a rule that is applied when the contact center is closed, Select the This rule will use Office Hours check box. Note: Default hours are configured for office hour times in your contact center. For information about changing the open and close times, see your online Help. Note: You can create only one out of office hours rule.

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To close the contact when a match to the rule is found, select the This Rule will close the Contact check box.

Adding an auto-response to the rule Auto-responses are used to send messages to a sender. You can use an autoresponse to send information to a sender or as an acknowledgement of receipt of an e-mail contact. An auto-response is optional. To select an auto-response for the rule 1

On the Rule Configuration Wizard - Output Criteria window, under Autoresponses, select a response you want to use for this rule. To create a new auto-response, perform the following steps: a. On the Rule Configuration Wizard - Output Criteria window, under Auto-Responses, click More. Result: The Auto-Responses window appears:

b. Click New. Result: The New Auto-Response window appears.

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c. In the Name box, type the name of the auto-response. d. In the Subject box, type the subject of the response e-mail message. e. In the Body box, type the message you want to include in the response. You can also add attachments and insert data items, such as the date, customer number, arrival time, customer name, customer e-mail address, e-mail subject, and e-mail body in an auto-response. For more information, see the Contact Center Multimedia Administrator online Help. f.

Click Save.

g. Click Close to close the Auto-Responses window. 2

Click the black arrow ( the selection box.

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Completing the multiple rule configuration 1

When all of the output settings are complete, click Save. Result: The Create More Rules window appears.

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2

Click Yes to configure more rules, or No to close the Wizard.

3

If you click Yes, the Recipients (for group) window opens and you can configure more rules.

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Configure closed reasons You can use closed reasons in Contact Center Multimedia/Outbound to indicate why an e-mail contact was closed. By default, no closed reasons are configured. If no closed reasons are configured in the Multimedia Administrator application, then the agent is not required to select a closed reason. If one or more closed reasons are configured, then the agent must select a closed reason to close the contact.

Creating a closed reason You can configure closed reasons for your multimedia contacts. You can assign one closed reason as a default reason. The default reason is selected automatically when the agent closes a contact. The agent can select another closed reason before completing the contact. To add a closed reason 1

Log on to the Multimedia Administrator.

2

Expand Contact Center Multimedia.

3

Expand Agent Desktop Administration.

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Double-click Closed Reasons. Result: The Closed Reasons window appears.

5

Click New. Result: The New Closed Reason window appears.

6

In the Text box, enter a description of the closed reason (maximum 50 characters).

7

To select the new closed reason as the default selection, select the Set as Default check box. Note: You can only select one closed reason for the default.

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8

Click Save.

9

The closed reason you created appears in the list in this window. Contact Center Multimedia/Outbound

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To delete a closed reason 1

Log on to the Multimedia Administrator.

2

Expand Contact Center Multimedia/Outbound.

3

Expand Agent Desktop Administration.

4

Double-click Closed Reasons. Result: The Closed Reasons window appears.

5

Select a closed reason from the list provided.

6

Click Delete.

7

Click Close.

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Configure e-mail for Asian languages The following information is essential for configuring your contact center to use Asian characters in e-mail.

Installing Windows Server 2003 Language Pack You must install the Windows Server 2003 Language Pack. 1

Click Start > Control Panel > Regional and Language Options.

2

Click the Languages tab.

3

Select the following options: „

Install files for complex script and right-to-left languages (including Thai)

„

Install files for East Asian languages

Note: Ensure that you have enough drive space for each option and click OK. 4

Click the Advanced tab.

5

Select all of the Code Page conversion table options.

6

Click Apply.

7

Click OK. Result: If you are prompted to insert your Windows Server CD, insert the Windows Server 2003 CD-ROM into the CD-ROM drive.

8

Reboot your server, if required.

Changing the encoding for outgoing e-mail

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1

In the Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand E-mail Administration.

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Double-click Outgoing E-mail Encoding. Result: The Outgoing E-mail Encoding dialog box appears.

4

In the Encoding list, select the type of encoding you want to use.

5

Click Save.

6

Restart the CCMM Email Manager service by doing the following: a. On the Windows Start menu of the Multimedia server, click All Programs > Administrative Tools > Services.

b. Right-click CCMM Email Manager service, and click Restart. c. Close the Service window.

Acceptable encoding values are available at http://java.sun.com/j2se/1.5.0/docs/ guide/intl/encoding.doc.html.

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Using Contact Center Multimedia Administrator controls Not all Administrator controls are Unicode-aware. The following controls do not accept Asian characters: „

Auto-Responses: Attachment filename

„

Skillset Settings: Auto-signature Template filename

„

Rule Precedence: Exported rules filename

„

Certain error dialog boxes, which can render Asian characters as question marks

For Auto-Response attachments, Auto-signature templates, Exported rules, the name of the file must be in English when it is configured in the Administrator, however, the content of the files can contain Asian characters.

Using Asian e-mail domain names Internationalized domain names (IDN) can include characters from East Asian languages. Using the characters from East Asian lanugages is dangerous because of phishing sites. A phishing site is an e-mail message with a link to www.aib.ie can point you to a site that has the "i" and a "b" in the domain but some other character that resembles an "a". The World Wide Web Consortium uses punycode to implement IDNs. Punycode is an ASCII equivalent to the domain name. Normally, the client (Web browser or e-mail client) accepts the IDN in native characters and converts it to punycode e.g. [email protected] . The receiving client will identify the sender as being a punycode string and resolve to the native characters. Contact Center Multimedia supports IDNs. You or a customer can enter a punycode email address. The receiving client can render the native characters.

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Chapter 12

Configuring Web communications settings In this chapter Overview

1146

Log on to the Multimedia Administrator

1147

Configure the external Web server

1148

Configure skillsets

1150

Configure outgoing mailbox settings

1152

Create autophrases for skillsets

1155

Create page push lists for skillsets

1157

Configure Web-on-hold groups

1160

Configure Web Communications Manager settings

1165

Configure closed reasons

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Configuring Web communications settings

Standard 7.23

Overview You can use the Multimedia Administrator to configure the servers, general settings, autophrases, Uniform Resource Locators (URL), and Web-on-hold pages. These components of the Web Communications Manager combine to provide direct and real-time communication between customers and agents using a private text chat session. If you are not licensed for Web communications contacts, continue with Chapter 13, “Configuring the Contact Center Agent Desktop.”

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Configuring Web communications settings

Log on to the Multimedia Administrator 1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

In the User ID box, type your user identification (for example, SysAdmin).

3

In the Password box, type your password. Use a user ID and password with Administrator privileges.

4

Click Login.

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Configuring Web communications settings

Standard 7.23

Configure the external Web server You must ensure that the Web server that is defined in the Web Communications Manager is the Web server that you are using in your contact center. Initially, the external Web server is the server that you use for developing one or two Web pages for your corporate Web site. You can use the development server configuration for development and testing. When you are ready to move the Web pages to the production Web server that is accessed by your customers, you must change the name of the external Web server.

Configuring the development or production server 1

In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia.

2

Expand General Administration.

3

Double-click Server Settings. Result: The Server Settings window appears.

4

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In the Server Settings window, click External Web Server to select it.

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5

Configuring Web communications settings

Click Edit. Result: The Server Properties window appears.

6

In the Server Name box, change or type the name of the external Web server.

7

In the Server Port box, change the port number of the server as required. The default server port is 8080.

8

Click Save. Result: A warning appears describing potential errors for changing this server. Click OK to accept.

9

Click Close to close the Server Settings window.

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Standard 7.23

Configure skillsets If you add skillsets in the Contact Center Manager Administration, and you want to use the skillsets to route Web communication contacts, you must first configure a route point for each skillset.

Assigning a route point to a skillset 1

In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia.

2

Expand General Administration.

3

Double-click Skillset Settings. Result: The Skillset Settings window appears.

4

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Select the skillset to which you want to assign a route point.

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5

Configuring Web communications settings

Click Edit. Result: The Edit Skillset window appears.

6

In the Route Point list, select the route point that you want to assign to the skillset.

7

Click Save. Result: The Edit Skillset window closes. In the Skillset Settings window, the configured route point appears next to the skillset.

8

After you configure all skillsets, click Close to close the Skillset Settings window.

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Configuring Web communications settings

Standard 7.23

Configure outgoing mailbox settings If you are including the functionality to send the Web communications text chat log to the customer, you must configure the outgoing e-mail mailbox settings to identify who is responding to the customer e-mail message. For outgoing e-mail, you can also change the encoding of the message. You configure the outgoing mailbox settings for each skillset. Note: E-mail messages must be relayed through the e-mail server, not forwarded to another party if the Multimedia server is managing e-mail messages on behalf of an external source. Sending e-mail messages through the e-mail server preserves the original To address, which is used for e-mail rule administration and outgoing e-mail addresses.

Configuring the outgoing mailbox for sending text chat logs

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1

In the Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand E-mail Administration.

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3

Configuring Web communications settings

Double-click Outgoing E-mail. Result: The Outgoing E-mail Configuration window appears.

4

Select a skillset for Web communications. Web communications skillsets are prefixed by WC_.

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Configuring Web communications settings

5

Standard 7.23

Click Set Mapping. Result: The Outgoing E-mail Mapping window appears.

6

Click Send both Agent-initiated Contacts and Customer Responses from this E-mail address.

7

In the box, select the e-mail address for the outgoing e-mail. This e-mail address must be defined as a mailbox on the E-mail Manager.

8

Click Save. Result: The changes appear in the Skillset to Mailbox Mappings tab of the Outgoing E-mail Configuration window.

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Create autophrases for skillsets You configure autophrases by skillset. Agents can use the autophrases to insert commonly used phrases in their text chat session instead of typing the responses.

Creating an autophrase for a skillset 1

In the Contact Center Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand WebComms Administration.

3

Double-click Auto-Phrases. Result: The Auto-Phrases dialog box appears showing the Web communications skillsets configured for your contact center.

4

Select the skillset for which you want to create the autophrases.

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Configuring Web communications settings

5

Standard 7.23

Click Edit. Result: The New Auto-Phrase dialog box appears.

6

In the Name box, type a name to represent this autophrase. The name of the autophrase appears in the Contact Center Agent Desktop for the selected skillset, so it must be descriptive.

7

In the Phrase Text box, type the text that is commonly used for text chat based on the selected skillset.

8

Click Add. Note: You can configure a maximum of 25 autophrases for each skillset. Result: The autophrase is listed under Phrases in Group.

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9

Click Save.

10

On the Auto-Phrases dialog box, click Close.

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Configuring Web communications settings

Create page push lists for skillsets Agents can use the page push feature to pass a particular Web site or Uniform Resource Locator (URL) to the customer browser. The Web pages that are applicable to the skillset of the contact are listed in the Contact Center Agent Desktop. Customers can also push Web pages to the agent by typing the Web address or URL in the Address box, and then clicking the push displayed icon. Use the Multimedia Administrator to configure the Web pages that are listed in the Contact Center Agent Desktop for the Agent to push. Notes about page pushes There are a few items to note when using page pushes: „

When an agent pushes Web sites or URLs, personalized or custom dynamic pages can appear differently in the agent browser and the customer browser.

„

Cookies are not shared by agents and customers.

„

When pushing framed Web pages, the URL that defines the frameset is pushed, not the individual URLs in each frame.

„

After a page is pushed, if either the agent or the customer follows a link to another page, the other person does not see the change.

„

If a customer and agent push a page at the same time, they both see the page that was pushed last, however, both URLs appear in the text chat log.

Creating a page push list for a skillset 1

In the Contact Center Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand WebComms Administration.

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Configuring Web communications settings

3

Standard 7.23

Double-click Page Push URLs. Result: The Page Push URLs dialog box appears showing the Web communications skillsets configured for your contact center.

4

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Select the skillset for which you want to change the URLs.

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Configuring Web communications settings

Click Edit. Result: The New Page Push URLs dialog box appears.

6

In the URL box, type the URL for the Web site you want to add to the list appearing in the Contact Center Agent Desktop for the selected skillset.

7

Click Add.

8

In the Description box, type a description for the Page Push URL that describes the ULR that the agent can push. The description field cannot be blank. Tip: Agents can use the URL or the description in the Contact Center Agent Desktop to select the URL that they want to push.

9

Click Save.

10

On the Page Push URLs dialog box, click Close.

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Standard 7.23

Configure Web-on-hold groups Web-on-hold is a Web page that is presented automatically to customers Web browsers while customers are waiting for an agent to begin their text chat. You can define the length of time that each URL appears on the customer Web browser. You can configure a Web-on-hold group of video clips (QuickTime) or audio files (MPEG3) and Web pages to advertise a new product line. Web designers can programmatically configure a particular Web-on-hold group for particular business reasons. When the agent joins the conversation, the Web-on-hold page is replaced with the live session and the session status is in progress. Follow these guidelines for using Web-on-hold: „

Web-on-hold URLs can include multimedia formats, such as video clips (QuickTime) or audio files (MPEG3). However, the customer browser must be capable of playing these formats. Any plug-ins needed to execute multimedia files are the responsibility of the customer.

„

Nortel recommends that you use no more than 25 URLs in each Web-onhold group.

Creating a new Web-on-hold group

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1

In the Contact Center Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand WebComms Administration.

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3

Configuring Web communications settings

Double-click Web On Hold URLs. Result: The Web On Hold URLs dialog box appears.

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4

Standard 7.23

Click New. Note: You can follow the same procedure to change an existing Web-onhold URL. Click Edit to change an existing Web-on-hold URL tag. Result: The New Web On Hold URL Group dialog box appears.

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5

In the Tag box, type a name for the Web-on-hold group.

6

In the Description box, type a description for the Web-on-hold group.

7

In the Hold Time box, type the number of seconds to display each URL in the Web-on-hold group on the customer Web browser.

8

In the Sequence box, type a number from 1 to 10 that represents the order of the URL you are configuring.

9

In the URL box, type the URL that you want to display on the customer Web browser.

10

Click Add.

11

After you add all of the URLs to the current Web-on-hold group, click Save.

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Configuring Web communications settings

Changing the URL sequence in a Web-on-hold group 1

In the Contact Center Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand WebComms Administration.

3

Double-click Web On Hold URLs. Result: The Web On Hold URLs dialog box appears.

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Configuring Web communications settings

4

Standard 7.23

Click Edit. Result: The Edit Web On Hold URL Group dialog box appears.

5

In the URLs in Group box, select the URL for which you want to change the order of appearance.

6

In the Sequence box, type a number from 1 to 10 that represents the order of the URL you are configuring.

7

Click Save. Result: The Edit Web On Hold URL dialog box closes.

8

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Click Close.

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Configuring Web communications settings

Configure Web Communications Manager settings You can use the WebComms Configuration dialog box to configure the following timers: „

The frequency of the keep-alive signal on both the Contact Center Agent Desktop and the customer browser. This signal periodically informs the Web server that the agent and customer application is open and active. The signal is not sent if the application is shut down or if the computer crashes.

„

The rate at which the text chat session is checked for new chat messages.

You can configure the following information that appears in every text chat session: „

the message displayed at the beginning of a text chat session

„

a text label to identify text sent by the agent

„

a text label to identify text sent by the customer

You can also e-mail the text chat session to the customer when the chat is complete. You must have the e-mail license enabled and an outgoing e-mail address configured in your contact center.

Configuring the text chat timers 1

In the Contact Center Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand WebComms Administration.

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Configuring Web communications settings

3

Standard 7.23

Double-click WebComms Configuration. Result: The WebComms Configuration dialog box appears.

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4

In the Keep Alive box, type the interval between heartbeat pulses. Each heartbeat pulse checks in minute and second intervals to see if both ends of the text chat are open. Your keep alive interval must be between 20 seconds and 10 minutes.

5

In the Message Refresh box, type the refresh time for Agent Desktop text chat messages. Your get message time must be between 2 seconds and 10 seconds.

6

In the Desirable Response (Customer Awaiting Agent) box, type the time after which the conversation indicator on the Agent Desktop changes color to indicate that the desirable time for an agent response was exceeded. This value must be between 30 seconds and 600 seconds (10 minutes).

7

In the Desirable Response (Agent awaiting Customer) box, type the time after which the conversation indicator on the Agent Desktop changes color to indicate that the desirable time for a customer response was Contact Center Multimedia/Outbound

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Configuring Web communications settings

exceeded. This value must be between 30 seconds and 600 seconds (10 minutes). 8

Click Save.

Configuring the automatic text for text chat 1

In the Contact Center Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand WebComms Administration.

3

Double-click WebComms Configuration. Result: The WebComms Configuration dialog box appears.

4

In the Welcome Message box, type the message that you want to appear at the beginning of every text chat session. The maximum size for this message is 200 characters.

5

From the Agent Label list, select one of the following:

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Configuring Web communications settings

Standard 7.23

[Agent Label]—Type the text that you want to appear at the beginning of the agent responses in the text chat session. The maximum size of this label is 50 characters. [First Name]—The first name of the agent appears at the beginning of the agent responses in the text chat session (for example, [John]). [First Name Last Name]—The first and last name of the agent appear at the beginning of the agent responses in the text chat session (for example, [John Smith]). [Last Name, First Name]—The last name of the agent, followed by the first name of the agent appears at the beginning of the agent responses in the text chat session (for example, [Smith, John]). 6

In the Customer Label box, type the text that you want to appear at the beginning of the customer responses in the text chat session.The maximum size for this message is 50 characters.

7

Click Save.

Configuring the customer notification for the text chat log An agent can override the setting in the Contact Center Multimedia Administrator by selecting the check box on the Contact Center Agent Desktop. This means that if E-mail Chat Log to Customer box is checked in the Multimedia Administrator, the global setting is to send the chat log to the customer. The agent can choose to not send the e-mail log to the customer by clearing the check box on the Contact Center Agent Desktop. 1

Ensure that you have configured an outgoing e-mail address for all Web communications skillsets by doing the following: a. In the Contact Center Multimedia Administrator application, expand Contact Center Multimedia. b. Expand E-mail Administration. c. Double-click Outgoing E-mail. Result: The Outgoing E-mail Configuration window appears.

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d. Review the skillsets to ensure that the Web communications skillsets are all configured. 2

If the Web communications skillsets are configured, proceed to step 3. If the Web communications skillsets are not configured, configure your Web communications skillsets by doing the following: a. Select a skillset. b. Click Set Mapping. Result: The Outgoing E-mail Mapping window appears.

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Configuring Web communications settings

Standard 7.23

c. Click Send both Agent-initiated Contacts and Customer Responses from this E-mail address. d. In the address box, type the e-mail address for the outgoing e-mail. This e-mail address must be defined as a mailbox on the E-mail Manager. e. Click Save. Result: The changes appear in the Skillset to Mailbox Mappings tab of the Outgoing E-mail Configuration dialog box. f.

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Click OK to close the Outgoing E-mail Configuration dialog box.

3

In the Contact Center Multimedia Administrator application, expand Contact Center Multimedia.

4

Expand WebComms Administration.

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5

Configuring Web communications settings

Double-click WebComms Configuration. Result: The WebComms Configuration dialog box appears.

6

Under Chat Conversation, select the E-mail Chat Log to Customer check box.

7

Click Save.

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Standard 7.23

Configure closed reasons You can use closed reasons in Contact Center Multimedia/Outbound to indicate why a text chat session, a scheduled callback, or an e-mail contact is closed. By default, no closed reasons are configured. If no closed reasons are configured in the Multimedia Administrator application, then the agent is not required to select a closed reason. If one or more closed reasons are configured, then the agent must select a closed reason to close the contact.

Creating a closed reason You can configure closed reasons for your multimedia contacts. You can assign one closed reason as a default reason. The default reason is selected automatically when the agent closes a contact. The agent can select another closed reason before completing the contact. To create a closed reason

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1

Log on to the Multimedia Administrator.

2

Expand Contact Center Multimedia/Outbound.

3

Expand Agent Desktop Administration.

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Configuring Web communications settings

Double-click Closed Reasons. Result: The Closed Reasons window appears.

5

Click New. Result: The New Closed Reason window appears.

6

In the Text box, enter a description of the closed reason (maximum 50 characters).

7

To select the new closed reason as the default selection, select the Set as Default check box. Note: You can only select one closed reason for the default.

8

Click Save.

9

The closed reason you created appears in the list in this window.

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Standard 7.23

To delete a closed reason 1

Log on to the Multimedia Administrator.

2

Expand Contact Center Multimedia.

3

Expand Agent Desktop Administration.

4

Double-click Closed Reasons. Result: The Closed Reasons window appears.

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5

Select a closed reason from the list provided.

6

Click Delete.

7

Click Close.

Contact Center Multimedia/Outbound

Chapter 13

Configuring the Contact Center Agent Desktop In this chapter Overview

1176

Log on to the Multimedia Administrator

1177

Reset agent passwords

1178

Configure custom fields in CCAD

1180

Configure the active contact timer

1183

Configure the callback timer

1184

Configure attachment size

1185

Configure hotdesking

1186

Configure visual contact alerts

1188

Configure audible contact alerts

1190

Configure the terminal state

1192

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Configuring the Contact Center Agent Desktop

Standard 7.23

Overview This chapter describes the settings that you can configure for the Contact Center Agent Desktop application. You can do the following:

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„

Reset agent passwords if an agent forgets their login password for the Contact Center Agent Desktop.

„

Configure customer fields, such as account numbers and credit card information to display in the Agent Desktop application.

„

Configure the hours and minutes that you want a contact to remain open on a desktop without activity.

„

Configure the default time in days, hours, and minutes to wait before reoffering a pending contact to agents.

„

Specify the maximum size of the attachments that an agent can attach to an e-mail message.

„

Configure contact notifications such as an audible alert when a contact is presented to an agent.

„

Configure the terminal state when an agent is logged off.

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March 2008

Configuring the Contact Center Agent Desktop

Log on to the Multimedia Administrator To change the Contact Center Agent Desktop settings, you must open the Contact Center Multimedia Administrator.

Starting the Administrator application 1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

Type your user ID and password. Use any user ID and password that you configured with Administrator privileges.

3

Click OK.

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Standard 7.23

Reset agent passwords The Agent Settings window shows the Agents configured for Multimedia in the Contact Center. The window shows the Last Name, First Name, User Name, and whether the password has been changed from the default password or not. If the password is still the default, then the word Default appears in the Password column of the Agents Settings dialog box. If the password has been changed by the agent, then Configured appears in the Password column.

Resetting an agent password 1

Open the Contact Center Multimedia Administration window.

2

Expand Contact Center Multimedia.

3

Expand General Administration.

4

Double-click Agent Settings. Result: The Agent Settings window appears.

5

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Select an agent.

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Configuring the Contact Center Agent Desktop

Click Reset password. Result: The password is reset to the default password for the agent. The default password is the same as the agent's login ID.

7

Click Save.

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Standard 7.23

Configure custom fields in CCAD You can add a custom field to the Contact Center Agent Desktop for multimedia contacts that pertains to your contact center. For example, if your customers have a subscription to a magazine, you might want to view information about each customer's subscription expiry date. The value entered the contact center agent for each customer appears in the custom field, the same as any other customer information such as e-mail address or telephone numbers are entered for the customer.

Creating a custom field 1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

3

Double-click Customer Custom Fields. Result: The Customer Custom Fields window appears

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4

Configuring the Contact Center Agent Desktop

Click New. Result: The Custom Field dialog box appears.

5

In the Field box, type the label for your custom field.

6

Click Save.

Changing a custom field 1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

3

Double-click Customer Custom Fields.

4

Click Edit. Result: The Custom Field dialog box appears.

5

In the Field box, change the label for your custom field.

6

Click Save.

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Standard 7.23

Deleting a custom field

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1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

3

Double-click Customer Custom Fields.

4

Select a custom field.

5

Click Delete.

6

Click Close.

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March 2008

Configuring the Contact Center Agent Desktop

Configure the active contact timer You can configure the hours and minutes that you want a contact to remain open on a desktop without activity. When this time expires, the contact is put into pending state automatically. The default time in the Contact Center Multimedia configuration is 1 hour (60 minutes). The actual time that the contact is allowed open on the desktop without activity is one hour less than the maximum open duration for contacts as defined on Contact Center Manager Server. The default maximum open duration default value on the Contact Center Manager Server is two hours. See the Contact Center Manager Server documentation for more information about the Contact Center Manager Server maximum open duration.

Setting the active contact timer 1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

3

Double-click Agent Desktop Configuration.

4

In the Open Duration box, type the maximum number of hours and minutes that you want to set contacts to be active before they are put into pending state.

5

Click Save.

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Configuring the Contact Center Agent Desktop

Standard 7.23

Configure the callback timer You can configure the default time in days, hours, and minutes to wait before reoffering a pending contact to agents. An agent can delay the contact, or put the contact into pending state because they were waiting for more information to complete the contact. The callback timer can be set between 2 minutes and 200 days (about 6 months). The default range provides the limits to which the callback time can be set. The actual time value is chosen in the Contact Center Agent Desktop application when the agent reschedules the contact. ATTENTION

The time displayed in the Outbound Campaign Management Tool is the universal time.

Setting the callback timer

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1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

3

Double-click Agent Desktop Configuration.

4

In the Minimum box, type the minimum number of minutes that you want to wait before presenting contacts that the agent has put into pending state.

5

In the Maximum box, type the maximum number of days that you want to wait before presenting contacts to the agent again.

6

Click Save.

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Configuring the Contact Center Agent Desktop

Configure attachment size You can specify the maximum size of the attachments that an agent can attach to an e-mail message.

Specifying the file attachment size 1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

3

Double-click Agent Desktop Configuration.

4

In the Attachment Upload Size box, type the maximum number of kilobytes (kbs) that each file can be.

5

Click Save.

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Standard 7.23

Configure hotdesking You can configure your contact center so that an agent can sit at a different desk every day and log on to the Contact Center Agent Desktop. With hotdesking enabled and properly configured, when agents start the Contact Center Agent Desktop, they are automatically mapped to the relevant terminal and addresses without user intervention. Proper configuration for hotdesking Contact Center Agent Desktop applications requires that each terminal is mapped to only one workstation in Communication Control Toolkit. When hotdesking is also configured for a Citrix environment, agents are challenged with a dialog box asking them to enter a string that identifies their workstation. The string must be the same as the string that is configured as the workstation name in the Communication Control Toolkit configuration. You must configure the popup dialog in a Citrix environment. To configure hotdesking

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1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

3

Double-click Hot Desking.

4

Under Hot-Desking, select the Enabled check box.

5

Click Save.

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March 2008

Configuring the Contact Center Agent Desktop

To configure the pop up window for a Citrix environment 1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

3

Double-click Hot Desking.

4

If you are working in a Citrix environment, select the Prompt for WorkStation check box.

5

Click Save.

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Standard 7.23

Configure visual contact alerts You can configure your Contact Center Agent Desktop so that an agent can see the incoming contact when it arrives at their desktop. You can configure the Contact Center Agent Desktop to come to the front of the desktop to cover all current windows, and give focus to the Contact Center Agent Desktop window so that actions in other windows are stopped. To give focus to the window, the Bring to Front check box must be selected. To configure the visual alert

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1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

3

Double-click Agent Desktop Configuration.

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Configuring the Contact Center Agent Desktop

4

To bring the Contact Center Agent Desktop window to the front, under New Contact Presentation, select the Bring to Front check box.

5

To make the Contact Center Agent Desktop window active, under New Contact Presentation, select the Give Focus check box.

6

Click Save.

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Configuring the Contact Center Agent Desktop

Standard 7.23

Configure audible contact alerts You can configure your Contact Center Agent Desktop so that an agent can hear a beep when a contact arrives at their desktop. The agent’s computer must contain an appropriate sound card. To configure the audible alert

1190

1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

3

Double-click Agent Desktop Configuration.

4

Under New Contact Presentation, select the Audible Alert check box.

5

Under Audible Alert, select the Enabled check box.

Contact Center Multimedia/Outbound

March 2008

6

Configuring the Contact Center Agent Desktop

Click Save.

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Configuring the Contact Center Agent Desktop

Standard 7.23

Configure the terminal state You can configure the agent terminal to be in either idle or busy state when the agent logs off of the Contact Center Agent Desktop.

1192

1

In the Contact Center Multimedia Administration window, expand Contact Center Multimedia.

2

Expand Agent Desktop Administration.

3

Double-click Agent Desktop Configuration.

4

Under Logoff Terminal State, select Idle or Busy.

5

Click Save.

Contact Center Multimedia/Outbound

Chapter 14

Uninstalling the software In this chapter Uninstall the server software

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Uninstalling the software

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Uninstall the server software This section explains how to uninstall the Contact Center Multimedia/Outbound software.

Before you begin Before you begin, you must perform the following tasks: 1.

Stop the services.

2.

Shut down the Contact Center Multimedia server.

3.

Back up the Contact Center Multimedia database.

4.

Back up the customer interface, along with all of the customized Web pages or templates that you modified or added to the external Web server.

5.

Shut down the Contact Center Agent Desktop and the Outbound Campaign Management Tool on all clients.

6.

You must remove all service updates and service update supplements before you uninstall Contact Center Multimedia/Outbound software.

To stop the services

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1

On the Windows Start menu, select All Programs > Administrative Tools > Services.

2

Select the service you want to stop. You must ensure that the following services are stopped. „

CCMM E-mail Manager

„

CCMM License Manager

„

CCMM Manager Client

„

CCMM OAM

„

CCMM Outbound Scheduler

„

CCMM Starter

„

Caché Database

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3

Click Stop.

4

Repeat steps 2 and 3 for each service.

5

Close the Services window.

Uninstalling the Contact Center Multimedia/Outbound software 1

Log on to the Multimedia server with Local Administrator privileges.

2

On the Windows Start menu, click Control Panel > Add or Remove Programs. Result: The Add/Remove Programs window appears.

Note: Ensure that you review the Add/Remove Programs window for any service updates or service update supplements. service updates and service update supplements begin with the characters CCMM_SU in the Add/Remove Programs window. 3

Remove any service updates or service update supplements in the reverse order of the order they were installed: a. Select Nortel Contact Center Multimedia/Outbound, and then click Change. Result: The Installation Change Welcome window appears.

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b. Click Next to confirm that you want to completely remove the Contact Center Multimedia/Outbound component. Result: The Program Maintenance window appears.

c. Select Remove to uninstall Contact Center Multimedia/Outbound, and then click Next. Result: The Remove Confirmation window appears.

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d. Click Remove to uninstall Contact Center Multimedia/Outbound. Result: The Uninstallation Complete window appears.

e. Click Finish.

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4

Standard 7.23

Select Contact Center Multimedia/Outbound, and then click Change. Result: The Installation Wizard Welcome window appears. Note: You are asked to remove any service updates or service update supplements before removing the main Contact Center Multimedia and Outbound server software.

5

Click Next to confirm that you want to completely remove the Contact Center Multimedia/Outbound component. Result: The Program Maintenance window appears.

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6

Select Remove to uninstall Contact Center Multimedia/Outbound, and then click Next. Result: The Remove the Program window appears.

7

Click Remove to uninstall Contact Center Multimedia/Outbound. Result: The Installation Wizard Completed window appears.

8

Click Finish.

9

Close the Add/Remove Programs window.

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10

Restart the computer.

11

Delete the following folders:

Standard 7.23

„

D:\Nortel\Contact Center Multimedia (where D is the drive on which you installed the Multimedia software)

„

D:\Nortel\Contact Center (where D is the drive on which you installed the Multimedia software)

„

D:\Nortel\CCMMLog (if logs were created)

Note: If you want to save your attachments and the database file, save the following file and folders to another location:

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„

Cache.dat

„

inboundattachment

„

outboundattachment

Contact Center Multimedia/Outbound

Chapter 15

Using the Patch Viewer In this chapter Use the Patch Viewer

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Use the Patch Viewer You can use the Patch Viewer application to select an installed update and view the readme for that update. Updates, or service updates (SU) and service update supplements (SUS) provide design patches and software upgrades for the Contact Center Multimedia software. If no readme is available for an update, an information message is presented to the user.

Starting the Patch Viewer On the Windows Start menu, click All Programs > Nortel Contact Center> Multimedia Server > CCMM Patch Viewer.

Viewing the readme for the selected update Use the readme file to review information about how to install the SU or SUS, and a summary of the software changes included in the SU or SUS.

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1

On the Patch Viewer window, select an update.

2

Click Readme. Result: If a readme file is available for the update, then the Readme file appears. If there is no readme file for the update, an information message appears.

Refreshing the list of installed updates On the Patch Viewer window, click Refresh.

Closing the Patch Viewer On the Patch Viewer window, click Close.

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Contact Center Multimedia/Outbound

Chapter 16

Maintaining the database In this chapter Overview

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Maintain the Multimedia server

1207

Configure the destination location for a backup

1208

Create an immediate backup

1213

Create a scheduled backup

1219

Clear a scheduled backup

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Restore the Multimedia database

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Overview To manage your database, and prevent losing all of your data in case of hardware or software failure, back up your data regularly. Contact Center Multimedia/ Outbound contains the following tools to ensure that you minimize losing your data: „

a backup utility that backs up the contact and customer details in the multimedia database

„

a restore utility that restores any backed-up contact and customer details to the multimedia database on the server

„

an archive utility that stores the contact and customer details in the multimedia database For more information about archiving the contact and customer details, see Chapter 17, “Archiving and restoring data.”

„

a warm standby server, or redundancy server, used for quick recovery if the primary server fails For more information about installing and configuring your redundancy server, see Chapter 8, “Installing the Standby server.”

Note: You must perform a back up of the multimedia database every time a Contact Center Manager server backup is performed.

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Maintain the Multimedia server The following list describes the administration maintenance required for the Multimedia server: 1.

Check the e-mail server mailboxes for any mail that was not processed by the E-mail Manager. Log on to the e-mail server and look at the number of e-mail messages in each recipient’s inbox. This number reduces each time the E-mail Manager scans the recipient mailboxes. Nortel recommends that the administrator add the Contact Center Multimedia/Outbound mailboxes to the e-mail client.

2.

Monitor the amount of disk space available for the multimedia database and purge unnecessary data when required. For more information, see Chapter 17, “Archiving and restoring data”.

3.

Monitor the amount of disk space available for the attachment folder and purge unnecessary data when required.

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Configure the destination location for a backup The backup utility creates a full backup of the database and the e-mail attachments, not an incremental backup since the last backup was performed. Note: Use the Multimedia backup utility only to back up the Caché database that includes the .DAT file, stored in \Nortel\Contact Center\MMDatabase the associated Caché journal files and (optionally) e-mail attachments. The Windows operating system and log files are not backed up using the Multimedia backup utility. You can back up the database to a file in one of the following locations: „

a mapped drive on a network with a capacity 10 percent larger than the database size Note: If you are performing a backup that includes e-mail attachments, your mapped network share must be NTFS.

„

a backup tape with a capacity 10 percent larger than the database size and supported in the Microsoft Compatibility List for Windows (www.microsoft.com). If your database is 10 GB, your backup is nearly 11 GB. Note: Backing up to a local folder is not recommended.

You can also include e-mail attachment folders in your backup, or leave them out. If you choose to back up your e-mail attachment folders, the e-mail attachments must be backed up to a mapped drive on a network; they cannot be backed up on a tape drive. If you back up both the Caché database and the e-mail attachments to the network drive, the capacity of the network drive must be 10 percent larger than the database size plus the size of the e-mail attachment folders.

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If you are performing a backup that includes e-mail attachments, your mapped network share must be NTFS. ATTENTION

Risk of backup failure

Nortel recommends that you use the default attachment locations defined during installation. If required, you can choose a different location for the inbound and outbound shared e-mail folders. If you choose a different location, you must ensure that you: „

Create the inbound e-mail attachment folder with the path MailAttachments/Inbound.

„

Create the outbound folder with the path MailAttachments/ Outbound.

„

Share the inbound and outbound folders with the users CCMMOPSUSR and IUSR_<Servername>.

„

Set the NTFS access permissions for CCMMOPSUSR and IUSR_<Servername>.

„

Configure the correct folders in the e-mail attachment locations in the Multimedia Administrator application. For more information, see the Multimedia Administrator online Help.

Use the backup and restore feature of the Multimedia server to: „

Perform an immediate backup of the Multimedia database and e-mail attachment folders.

„

Schedule a daily or weekly backup of the Multimedia database and e-mail attachment folders.

„

Cancel a scheduled backup.

„

Restore a previous backup.

ATTENTION

The backup and restore utility can take up to several hours to complete, depending on the amount of data.

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The backup utility backs up only the database and, if you choose, the e-mail attachment folders. It does not back up log files or the server operating system. If desired, you can back up the log files when you back up your Multimedia database using a third-party utility. Follow your corporate policies to use a third-party utility to back up the Windows operating system on your server. Perform an immediate backup of the default database before you run Contact Center Multimedia/Outbound. The attachment upload size (Contact Center Multimedia Administrator application) and the logging settings (Log Configuration) are not backed up by the database backup process.

Creating the backup destination You can back up the database to a file in one of the following locations: „

a mapped drive on a network

„

a backup tape

On the network computer where you store the backup, you must do one of the following: „

ensure that your user account is in the same domain as the Contact Center Multimedia server, or

„

create a new user that is in the same domain as the Contact Center Multimedia server and log on as this new user

To back up your database on a mapped drive 1

On the network computer where you store the backup, do the following: a. Create a folder named Backup. b. Right-click the new folder, and then click Properties. c. Click the Sharing tab.

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d. Select the Share this folder option. e. Add a description for the share (optional). f.

Leave the User Limit at Maximum allowed.

g. Click Permissions. h. Give full permissions to your current user account on the Multimedia server.

2

i.

Click Apply.

j.

Click OK.

Update the security properties for the user by performing the following steps: a. Click the Security tab. b. Click Add. c. Select the user account you are currently using. Give full permissions to your current user account on the Multimedia server. d. Click Apply. e. Click OK. f.

Click OK to close the Properties window.

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3

Standard 7.23

On the Contact Center Multimedia server, map the shared folder. a. Start Windows Explorer. b. On the Tools menu, click Map Network Drive.

c. In the Drive box, select an unused drive letter. d. In the Folder box, type \\<Servername>\Backup, where <Servername> is the name of the server where you created the folder. Tip: If you created a user account specifically for mapping drives, you might need to select the Connect using a different user name check box before adding the mapped folder.

To back up your database on tape

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1

Ensure a tape drive is present on your server.

2

Insert a blank tape into the tape drive.

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Create an immediate backup Start the backup utility to configure an immediate backup. For each backup file, specify a location to overwrite the previous backup file. It takes about 5 minutes to back up 1 GB of data. Note: A log is kept of the progress of the file backup. Use the backup.txt file in the CCMMLogs folder to review the log file. Perform a backup now to ensure the backup process works before you schedule a backup. When you back up your database, you must select a folder for the back up. Ensure that you map the drive and create a subfolder before beginning your backup.

Shutting down the services Nortel recommends that you shut down all services except the License, Starter and Database services, while the backup is performed to eliminate exceptions. Shut down the services manually by following these steps: 1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

2

Under each of the following services, click Stop. CCMM E-mail Manager CCMM Manager Client CCMM OAM CCMM Outbound Scheduler ATTENTION

3

Do not stop the License Manager, the CCMM Starter service, or the Caché Controller service.

Click Exit to close the CCMM Service Control window.

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Backing up the database 1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

Type your user ID and password.

3

Expand Contact Center Multimedia/Outbound.

4

Expand Database Administration.

5

Double-click Backup/Restore Utility. Result: The CCMM Backup and Restore Utility window appears.

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Maintaining the database

Click Backup. Result: The Backup CCMM Database window appears.

7

Beside Backup to, select your backup location, Network or Tape.

8

In the Database box, review the file name for your backup file. To change the file name, click Browse, and then select the file name. IF

THEN

you are backing up to a network location

in the Database box, browse to X:\folder name on the network share\. For example, if the network drive is X, the mapped folder is backup, and a subfolder is CCMM_backup, then you browse to X:\CCMM_backup\. You must map the backup folder. See “Creating the backup destination” on page 1210. If you are performing a backup that includes email attachments, your mapped network share must be NTFS.

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IF

THEN

you are backing up to a tape drive

In the Database box, select the path to the tape drive. A valid path to the tape drive is \\.\tapen, where n is the number of the tape drive. (The first tape installed on a system is, by default, tape0.) Note: You can use the alias tapedump1 instead of \\.\tape0.

9

If you want to back up the e-mail attachment folders, in the Attachments box, browse to X:\folder name on the network share. If you are backing up the database to a mapped network folder, you must back up the attachments to the same location. Note: You can only back up your e-mail attachments to a mapped networked drive. Be sure that your networked drive contains enough space. If you do not want to back up the e-mail attachment folders, select the Do not Backup E-mail Attachments check box, and then skip to step 11.

10

In the E-mail Attachments Source Location box, ensure that the location matches the e-mail attachment folders on your Multimedia server. Click Browse to change the path to the e-mail attachment folders.

11

Click Backup Now. Result: A reminder box appears to remind you of what is currently backed up using this utility.

12

Click OK to begin the backup. Result: After the backup is complete, a dialog box appears displaying the contents of the backup.txt log file.

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To indicate the backup completed successfully, you must see two lines in the backup output.

13

Review the entire backup.txt log file. If the backup of the Multimedia database is successful, you see Backup complete. If the backup of e-mail attachments is successful, you see a number of files copied.

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If the Backup failed message appears in the backup.txt file, the Multimedia database is not backed up. If this occurs, ensure the backup locations are correct, and the network share or tape is available, has sufficient permissions, and is not full. If the 0 files copied message appears in the backup.txt file, the e-mail attachments are not backed up. If this occurs, ensure the folders to be backed up are correct, the and backup locations are correct, the network share or tape is available, has sufficient permissions, and is not full.

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14

Click Close.

15

When you make a correction, back up the database and attachment folders again.

16

Close the Backup utility.

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Create a scheduled backup You can schedule backups on a daily or weekly basis. Each scheduled backup is saved to the same device and file. You can select either a network location or a tape drive for backing up the database, and only a network location for backing up the e-mail attachments. You must configure specific permissions to access and create scheduled backups of the Multimedia database. Note: A log is kept of the progress of the file backup. Use the backupsched.txt file in the CCMMLogs folder to review the log file.

Shutting down the services Nortel recommends that you shut down all services except the License service, the Database service, and the Starter service while the backup is performed to eliminate exceptions. Shut down the services manually by following these steps: 1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

2

Under each of the following services, click Stop. CCMM E-mail Manager CCMM Manager Client CCMM OAM CCMM Outbound Scheduler ATTENTION

3

Do not stop the License Manager, the CCMM Starter service, or the Caché Controller service.

Click Exit to close the CCMM Service Control window.

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Configuring the scheduler 1

On the Windows Start menu, click All Programs > Accessories > System Tools > Scheduled Tasks.

2

In the Scheduled Tasks window, click Advanced > AT Service Account.

3

Beside This Account, enter the details of the currently logged on administrator.

4

In the Password box, type password for the administrator who is currently logged on.

5

In the Confirm Password box, confirm the password.

6

Click OK.

Scheduling a backup When you back up your database, you must select a folder. Ensure that you map the drive and create a subfolder before beginning your backup.

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1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

Type your user ID and password.

3

Expand Contact Center Multimedia/Outbound.

4

Expand Database Administration.

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5

Maintaining the database

Double-click Backup/Restore Utility. Result: The CCMM Backup and Restore Utility window appears.

6

Click Backup. Result: The Backup CCMM Database window appears.

7

Beside Backup to, select your backup location, Network or Tape.

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8

Standard 7.23

In the Database box, review the file name for your backup file. To change the file name, click Browse, and then select the file name. IF

THEN

you are backing up to a network location

in the Database box, browse to X:\folder name on the network share\. For example, if the network drive is X, the mapped folder is backup, and a subfolder is CCMM_backup, then you browse to X:\CCMM_backup\. You must map the backup folder. See “Creating the backup destination” on page 1210. If you are performing a backup that includes email attachments, your mapped network share must be NTFS.

you are backing up to a tape drive

in the Database box, select the path to the tape drive. A valid path to the tape drive is \\.\tapen, where n is the number of the tape drive. (The first tape installed on a system is, by default, tape0.) Note: You can use the alias tapedump1 instead of \\.\tape0.

9

If you want to back up the e-mail attachment folders, in the Attachments box, browse to X:\folder name on the network share. If you are backing up the database to a mapped network folder, you must back up the attachments to the same location. You can only backup your e-mail attachments to a mapped networked drive. Be sure that your networked drive contains enough space. If you do not want to back up the e-mail attachment folders, select the Do not Backup E-mail Attachments check box, and then skip to step 13.

10

In the Day box, select the day that you want to perform the backup. You can select a specific day, or you can choose to perform the backups daily. Note: If you select more than one backup, new backups replace the older file.

11

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In the Execute Time box, enter the time you want the backup to start, using the 24-hour format in local time. For example, 4:00 in the afternoon is represented as 16:00 in the 24-hour format.

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12

In the E-mail Attachments Source Location box, ensure that the location matches the e-mail attachment folders on your Multimedia server. Click Browse to change the path to the e-mail attachment folders.

13

Click Schedule Backup. Result: Reminder boxes appear to remind you of what is currently backed up using this utility, and the location of the backed up files.

14

Click OK on the reminder boxes to schedule the backup.

Running a scheduled backup After a scheduled backup is complete, check the log file to make sure no errors are reported and the backup was successful. 1

Open the BackupSched.txt log file.

2

Review the BackupSched.txt log file to ensure that there are not error messages for the database or attachment backups.

3

If the Backup failed message appears in the backup.txt file, review the rest of the log file to diagnose and correct the problem.

4

Click Close.

5

If an error is reported, ensure the backup locations are correct, and the network share or tape is available, has sufficient permissions, and is not full.

6

If you make a correction, back up the database and attachment folders again.

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Clear a scheduled backup You can clear one scheduled backup at a time. To clear a scheduled backup 1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

Type your user ID and password.

3

Expand Contact Center Multimedia/Outbound.

4

Expand Database Administration.

5

Double-click Backup/Restore Utility. Result: The CCMM Backup and Restore Utility window appears.

6

Click Backup. Result: The Backup CCMM Database window appears.

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Maintaining the database

Click Clear Backup. Result: The Cancel a Scheduled Backup window appears.

8

Click Console to see the order of the backup files. Result: A console window appears.

9

Determine the number of the backup you want to remove. The ID is in the second column in the console window.

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Standard 7.23

Close the console window. Result: The Cancel a Scheduled Backup window remains open.

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11

In the Scheduler Service task ID box, type the number of the backup you want to remove.

12

Click Clear.

13

Click Close.

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Restore the Multimedia database You can use the backup and restore utility to restore a multimedia database if a hardware or software failure occurs. Use the latest known backup file to restore the database. The backup utility restores only the database and optionally the e-mail attachment folders. It does not restore log files or the server operating system. The attachment upload size (Contact Center Multimedia Administrator application) and the logging settings (Log Configuration) are not restored by the multimedia backup and restore utility.

Restoring the Contact Center Multimedia/Outbound database Before you restore your database, you must shut down all of the Contact Center Multimedia applications. It is important that no services, except for the Cache database, License Manager service, and the Starter service are running while you restore the database. You must not use the Outbound Campaign Management Tool or the Agent Desktop until the restore is complete. CAUTION

.

Risk of malfunction If you do not shut down the all of the Contact Center Multimedia/ Outbound applications, the restore fails.

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1

Standard 7.23

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

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2

Click Stop All.

3

Under Caché Controller Service, click Start.

4

Under CCMM Starter Service, click Start.

5

Under CCMM License Service, click Start.

6

Click Exit to close the CCMM Service Control window.

7

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

8

Type your user ID and password.

9

Expand Contact Center Multimedia/Outbound.

10

Expand Database Administration.

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Maintaining the database

Double-click Backup/Restore Utility. Result: The CCMM Backup and Restore Utility window appears.

12

Click Restore. Result: The Restore CCMM Database window appears.

13

Beside Restore from, select the location you used to back up the database and e-mail attachment folders.

14

In the Database box, select a file name for your backup file. Click Browse to select the file name.

15

If you want to restore the e-mail attachment folders, in the Attachments box, select X:\folder name on the network share. Click Browse and open

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the selected file name. If you are backing up the database to a mapped network folder, you must back up the attachments to the same location. If you do not want to restore the e-mail attachment folders, select the Do not Restore E-mail Attachments check box. 16

Click Restore Now. Result: If you are restoring e-mail attachment folders, a confirmation box appears. If the correct path of the e-mail attachment folders is shown, then click Yes to begin restoring the files. If the path is not correct, click No, select the correct file name, and then click OK.

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17

Click Close.

18

Click Close to exit the Backup utility.

19

Restart the server.

Contact Center Multimedia/Outbound

Chapter 17

Archiving and restoring data In this chapter Overview

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Archiving the database

1233

Restoring the Multimedia database from an archive

1242

Recovering from a failed archive or restore

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Overview Archive the Contact Center Multimedia database regularly to clear up space in the database partition of your server. The archive schedule must reflect your contact center volume to prevent large archive files. If you require a copy of the previous data, you can use any archive or backup file, or a combination of both. Track the archive and backup files you create to know what data is in each archive, and how it is organized.

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Archiving the database The data from the Multimedia database is archived to tab-delimited text files that can be viewed in third-party applications such as Microsoft Excel. If the archiving is done infrequently, the archive files can be large, so an archive schedule must reflect your contact center volume. You can archive contacts associated with the following elements: „

outbound campaigns

„

e-mail rules

„

skillsets

For example, if you know there is no more action expected for a particular skillset, you can archive the contacts associated with that skillset. When you archive data, you can also choose to archive the customer data with the contact data. When an archive is performed, the data is stored in a flat file and then deleted from the database. The only way to retrieve this data is to perform a restore of the archive. The following information is are archived: „

contact details (and associated answer and custom fields)

„

action details (and associated custom fields)

„

attachment files

„

customer details (if requested, including all phone number, e-mail address and customer field records that are attached to the customer) If you choose to archive the customer data as well, records associated with the customer data are not deleted if other contacts associated with the customer exist in the database after the archive is complete. The records appear in the archived file.

„

campaign details and associated script questions, disposition codes and custom fields (for outbound campaigns)

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Before you begin to archive your contacts, you must determine which type of archive or restore you want to use. ATTENTION

In the event that the data generated from an archive is modified manually, the data may become corrupt resulting in the failure of future restores based on the data. For this reason, Nortel cannot support issues with the application arising from manual modification of the data generated by the archive process.

Shutting down the services When an archive is performed, if any of the data waiting to be archive is updated by an agent (for example, a closed contact is reopened), the archive utility cannot delete the record and generates an exception. Nortel recommends that you shut down all services while the archive is performed to eliminate the archiving exceptions. Shut down the services manually by following these steps:

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1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

2

Under each of the following services, click Stop. Note: Do not stop the License Manager service. CCMM E-mail Manager CCMM Manager Client CCMM OAM CCMM Outbound Scheduler CCMM Starter

3

Under the Caché Controller service, click Start.

4

Click Exit to close the CCMM Service Control window.

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Starting the Archive utility 1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

Type your user ID and password.

3

Expand Contact Center Multimedia.

4

Expand Database Administration.

5

Double-click Archive/Restore Utility. Result: The Archive & Restore Utility window appears.

6

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Click an option on the toolbar for your archive. You can choose from: „

Archiving by Outbound Campaign

„

Archiving by E-mail Rule (See “Archiving by e-mail rule” on page 1238.)

„

Archiving by Skillset (See “Archiving by e-mail rule” on page 1238.)

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March 2008

Archiving and restoring data

Archiving by outbound campaign You can only archive one complete campaign at a time. If you attempt to archive an active campaign, you receive an error message. The Archive utility archives campaign level information such as the agent script and associated questions to a file named CampaignArchive.txt, and the all of the contact data associated with the campaign, such as the responses to script questions and disposition code data to a file named ContactArchive.txt. A log file of the archive, ArchiveLogFile.txt, is stored in the archive folder you choose. 1

On the Contact Center Archive & Restore Utility window, click Archive\Restore Outbound Campaigns.

2

Click the Archive Outbound Campaign tab.

3

In the Campaign List, click the outbound campaign you want to archive.

4

Click the right arrow to move the selected campaign to the list of campaigns to archive.

5

To include customer data for the contacts in the outbound campaign, select the Archive Customer Data check box.

6

In the Archive Description or Comments box, type comments or information about this archive.

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7

Under Archive Folder, browse to the folder where you want to store the current archive. The folder location you choose for the archive must not contain any other files.

8

Click Archive Now. Result: A progress bar appears to report archive process to the user and a message box indicates successful completion of the archive.

Archiving by e-mail rule When you choose to archive by e-mail rule, the archive date defaults to six months prior to the current date. When you archive data, you cannot select the current date. Only closed contacts within your selected date range are archived. Attachment files for e-mail messages are archived in an attachment folder under the folder selected for the archive. All data is archived to a single flat file named ContactArchive.txt. A log file of the archive, ArchiveLogFile.txt, is stored in the archive folder you choose.

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1

On the Contact Center Archive & Restore Utility window, click Archive\Restore E-mail Rule.

2

Click the Archive E-mail Rules tab.

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March 2008

Archiving and restoring data

3

Under E-mail Rule list, navigate through the list of mailboxes and select the rules that you want to archive.

4

Click the right arrow to move the selected rule to the list of items to archive.

5

Repeat steps 3 and 4 for the number of rules you want to archive.

6

Under Archive Contacts closed on or before, click the last date for which you want to archive contacts.

7

To include customer data for the contacts with the selected items, select the Archive Customer Data check box.

8

In the Archive Description or Comments box, type comments or information about this archive.

9

Under Archive Folder, type or browse to the folder where you want to store the current archive. The folder location you choose for the archive must not contain any other files.

10

Click Archive Now. Result: A progress bar appears to report archive process to the user and a message box indicates successful completion of the archive.

Archiving by skillset When you choose to archive by skillset, the archive date defaults to six months prior to the selected date. When you archive data, you cannot select the current date. Only closed contacts within your selected date range are archived. Skillsets that are marked as deleted are displayed with an asterisk. All contact data is archived to a single flat file named ContactArchive.txt. A log file of the archive, ArchiveLogFile.txt, is stored in the archive folder you choose.

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Standard 7.23

1

On the Contact Center Archive & Restore Utility window, click Archive\Restore Skillset.

2

Click the Archive Skillset tab.

3

Under the Skillset list, click a skillset that you want to archive. Tip: Skillsets in the Skillset list marked with an asterisk are no longer in service.

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4

Click the right arrow to move the selected skillset to the list of items to archive.

5

Repeat steps 3 and 4 for the number of skillsets you want to archive.

6

Under Archive Contacts closed on or before, click the last date for which you want to archive contacts.

7

To include customer data for the contacts with the selected items, select the Archive Customer Data check box.

8

In the Archive Description or Comments box, type comments or information about this archive.

9

Under Archive Folder, type or browse to the folder where you want to store the current archive. The folder location you choose for the archive must not contain any other files.

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March 2008

10

Archiving and restoring data

Click Archive Now. Result: A progress bar appears to report archive process to the user and a message box indicates successful completion of the archive.

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Archiving and restoring data

Standard 7.23

Restoring the Multimedia database from an archive You can restore your database from any selected archive. The flat files are added to the database file. ATTENTION

In the event that the data generated from an archive is modified manually, the data may become corrupt resulting in the failure of future restores based on the data. For this reason, Nortel cannot support issues with the application arising from manual modification of the data generated by the archive process.

Restoring an archive

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1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

Type your user ID and password.

3

Expand Contact Center Multimedia/Outbound.

4

Expand Database Administration.

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5

Archiving and restoring data

Double-click Archive/Restore Utility. Result: The Archive & Restore Utility window appears.

6

Select the option you want to use to restore.

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Archiving and restoring data

7

Standard 7.23

Select the Restore tab. Result: If you select to archive an outbound campaign, the restore window appears as follows.

If you select to archive an e-mail rule or a skillset, the restore window appears as follows

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March 2008

Archiving and restoring data

8

In the Restore Contacts From Folder box, browse to the folder from which you want to restore the archive. The Restore Utility restores all data from the folder that you choose. Result: The restore details appear in the Contacts to Restore, Customer Data Archived and Date of Archive, Date Contacts Archived Up To, and Archive Description or Comments fields.

9

Click Restore Now. Result: In order to prepare the data for restoring, all of the audit records archived are loaded into the database from the archive location. This activity takes time that results in a delay to show the progress bar that denotes the commencement of the restoration. Do not close the Archive utility during this time. The delay is proportional to the number of audit records that were archived.

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Standard 7.23

Recovering from a failed archive or restore In the event that you experience a problem with the database or Contact Center Multimedia server during an archive or restore, a message box appears.

This message box indicates one of two things: „

a network issue is preventing the client from reporting progress to the user but the archive and restore is still in progress

„

there has been a database or server crash which prevents the process from completing successfully.

If there has been a database or server crash, you must shut down the Archive utility by clicking OK. When the Archive utility closes, a message box tells the user how many contacts are outstanding. The archive or restore automatically restarts. You can only perform one restore or archive at one time. You must restart the Archive utility to complete the restoration or archival before you perform another.

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Contact Center Multimedia/Outbound

Chapter 18

Alarms and events In this chapter Overview

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Create Log reports

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Configure the Windows SNMP service on the server

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Use the Event to Trap Translator to select events

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Overview This chapter describes the support of Simple Network Management Protocol (SNMP) traps with Contact Center 6.0. Windows provides a Simple Network Management Protocol (SNMP) agent, which runs as a service on the Contact Center Multimedia/Outbound server. You can use this service to forward events to a Network Management System (NMS) on your network. To do so, you must do the following tasks:

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„

Ensure that Contact Center 6.0 products are generating sufficient events for new and existing features. These events must be registered correctly so they can be viewed correctly in Windows Event Viewer.

„

Configure the Windows SNMP service on the server. See “Configure the Windows SNMP service on the server” on page 1255.

„

Select the types of events to be forwarded to the NMS. See “Use the Event to Trap Translator to select events” on page 1257.

„

Configure the NMS, according to your NMS documentation.

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March 2008

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Create Log reports Use the Multimedia Log Configuration window to select the location of and detail stored in log files for the components of the Multimedia Server. You can filter these events by event codes when you experience problems with your system. The log files are stored in the CCMMLogs folder on the same drive as the operating system. In the Log Configuration window, you can select: „

the verbosity or severity of the logging that you want to filter

„

which Multimedia components generate log files

„

the directory in which the system stores the log files

The verbosity ranges from 1 to 6, as follows: 1.

Critical errors only—Only critical errors. Critical errors require immediate action to resolve a system failure.

2.

Critical and major errors—All critical and major errors. Major errors are reported when the system is working; however, the functionality is impaired.

3.

All errors—All critical, major, and minor errors. Minor errors are reported when the system is working as is most of the functionality; however, some of the functionality is impaired.

4.

All errors and first-level trace information—Debugging information at the page level.

5.

All errors, first- and second-level trace information—Debugging information at the functional level.

6.

All errors and all levels of trace information—All debugging information.

Note: Verbosities 1 to 3 are logged in the Event Log. The default verbosity is 4. With a verbosity of 4, you can see all of the error messages and the first-level traces.

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The default log size is 200 000 bytes. When the current log file is full, it becomes a backup file, and a new log file appears. When the second log file is full, the backup file is deleted, and the second log file becomes the backup file.

Reading the Contact Center Multimedia/Outbound trace file Each trace file provides the following information for each of the event codes: „

timestamp

„

date and time

„

component

„

event code

„

log level

„

process ID

„

description

„

module, function name, line number, or all three

Using the Contact Center Multimedia/Outbound Log Configuration window

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1

On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Administrator.

2

Expand Multimedia Administrator.

3

Expand General Administration.

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4

Alarms and events

Double-click Logging Configuration. Result: The CCMM Log Configuration window appears.

5

In the Logging box, select the level of verbosity you want in the selected log files.

6

In the Log File Size box, type the maximum size of the log file. The default is 200 000 bytes. Note: If you make a change to this size entry, you must stop and restart all services for the new log file size to take effect. To stop and restart the services, you can use the Contact Center Multimedia Service Control Utility: a. On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

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b. Click Stop All. c. When all services are stopped, click Start All. d. Click Exit to close the Contact Center Multimedia Service Control Utility.

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7

In the Components section, select the Enabled check box beside the components for which you want to generate log files.

8

Click Browse to change the directory in which you want to store the log files.

9

Click OK.

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March 2008

Alarms and events

Trace log events in Contact Center Agent Desktop Logging is always turned on for the Contact Center Agent Desktop application. Do not change the level of logging for the Contact Center Agent Desktop because it can adversely affect the performance of your contact center.

Locating the Contact Center Agent Desktop log file 1

Open Windows Explorer.

2

Navigate to the folder C:\Documents and Settings\<username>\ Application Data\Nortel\Agent Desktop\Logs, where C: is the drive where the operating system stores the user profiles, and <username> is the user id for the client computer.

3

On the Tools menu, click Folder Options.

4

Click the View tab.

5

Select Show hidden files and folders.

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6

Standard 7.23

In the Logs folder, open the file AgentDesktopLog.txt which contains the logs for the Contact Center Agent Desktop.

To open the CCMM Log Configuration utility on an agent’s computer 1

Browse to the folder on the server: D:\Program Files\Common Files\Nortel\Contact Center Multimedia (where D: is the drive on which you installed the Contact Center Agent Desktop application).

2

Double-click the CCMMLogConfiguration file. Result: The CCMM Log Configuration window appears with the following code: # The name of the database DATABASE=CCMM_DB #Number of connections to open initially (not used) POOL=3

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Alarms and events

Configure the Windows SNMP service on the server Configure the Windows SNMP service to log specific events on the Contact Center Multimedia server.

Configuring the SNMP service 1

Log on to the server as administrator.

2

On the Windows Start menu, click All Programs > Administrative Tools > Services. Result: The Services window appears.

3

On the list of services, select SNMP Service.

4

Right-click SNMP Service, and then click Properties. Result: The SNMP Service Properties window appears.

5

Click the Traps tab.

6

If no community name is defined, in the Community name box, type public.

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7

Click Add to list.

8

To add the IP address of the NMS to which the server sends traps, click Add. Result: The SNMP Service Configuration window appears.

9

Type the IP address of the NMS.

10

Click Add. Result: The SNMP Service Configuration window closes.

11

In the SNMP Service Properties window, click OK. Result: The SNMP Service Properties window closes.

12

In the Services window, right-click SNMP Trap Service.

13

On the resulting menu, click Start. Result: The SNMP Trap Service starts.

14

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Close the Services window.

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Use the Event to Trap Translator to select events Use the Event to Trap Translator to select events that you want to monitor on the Contact Center Multimedia server.

Selecting events 1

On the Windows Start menu, click Run, and then type evntwin. Result: The Event to Trap Translator window appears.

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2

Standard 7.23

Under Configuration type, select Custom, and then click Edit. Result: The event sources and events are displayed.

3

Under Event sources, double-click Application, and then scroll down and select CCMM. Result: The list of Multimedia events is displayed in the Events panel.

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4

Select the Multimedia event you want to be converted to SNMP trap and double-click the event selection on the Events panel.

5

Click OK on the Properties windows if no change is needed for the Generate trap. The default value for generate trap if the event is reached is Contact Center Multimedia/Outbound

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1. The selected event trap is now displayed in the Events to be translated to traps box. 6

Click Apply and then click OK to complete the configuration.

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Contact Center Multimedia/Outbound

Chapter 19

Managing security In this chapter Overview

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General security precautions

1263

Microsoft security guidelines

1264

Password guidelines

1265

Check server events for suspicious activity

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Use the Windows Server 2003 Security Configuration Wizard

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Enable SSL on the E-mail Manager

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SMTP Authentication

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Standard 7.23

Overview This chapter describes the security considerations that you must use when you install and configure your Contact Center Multimedia server. For more information about applying the Nortel Contact Center Security Template, see Nortel Contact Center 6.0 Security Templates User Guide on the Partner Information Web site (www.nortel/pic).

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March 2008

Managing security

General security precautions Common security practice suggests your servers and network have multiple lines of defense against viruses and other malicious intruders. By establishing a layered security, you help to keep out as many threats to your security as possible. Working in concert, the following devices or applications can help to keep out unwanted traffic, notify you when unauthorized access does occur, and protect your computer from known Trojans, worms, and viruses. „

A hardware- or software-based firewall on a separate computer or device. Regardless of what type you use, the firewall represents your outer boundary of protection.

„

An antivirus software program that meets the requirements of the Contact Center Multimedia software. For more information, see the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide.

If you are using Web Communications in your contact center, the updated antivirus and antispyware do not affect the behavior of the interaction between customers and agents. For more information, see “Prevent blocked invitations” on page 287.

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Microsoft security guidelines You must ensure that you are running your server with the most current Microsoft patches.

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„

Review the Nortel Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List (available from Nortel Technical Support Web site) for the list of applicable Microsoft security hotfixes that should be applied.

„

Backup the entire Contact Center Multimedia server (operating system, server software, and multimedia database), then shut down all Contact Center Multimedia services before you apply any Microsoft security hotfixes using the Microsoft instructions.

„

Apply Microsoft security updates on a timely basis.

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March 2008

Managing security

Password guidelines This section provides guidelines for selecting passwords for Contact Center Multimedia server.

Password format Write down any new passwords and store them in a secure place for future reference. Passwords are case-sensitive. New passwords must be „

unique

„

alphanumeric (containing at least one number)

„

a minimum of six characters

„

not nouns

Example xyd45fst

Changing passwords Change passwords at the following times: „

during the initial system setup after the operating system is installed

„

at regular intervals for maximum security

„

if you experience trouble logging on to Windows

„

if the server software is reinstalled (the default accounts and passwords are recreated, so passwords must be changed)

Note: If you require support from Nortel or your distributor, you must tell them any new passwords.

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Check server events for suspicious activity Security auditing is enabled on the server. Suspicious actions by a user are logged as event code 40593 in the Event Browser window on the client, and in the security log in the Windows Event Viewer. The severity of the event depends on the severity of the condition that caused the event.

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March 2008

Managing security

Activate the Nortel Contact Center Security Template Nortel Contact Center 6.0 provides a set of predefined Windows Server 2003 Security Templates that can be deployed quickly to secure the Nortel Contact Center 6.0 suite of servers. You can activate the Nortel Contact Center security template locally or as a group policy in an Active Directory in which the Contact Center Multimedia/ Outbound is located. You can deploy the Security Template either before or after you have installed the server software. If you are activating the Nortel Contact Center Security Template locally (on the server on which you installed Contact Center Multimedia/Outbound), you must select the applicable Security Template for the Nortel Contact Center application server and download the selected template from the Enterprise Solution PEP Library web site (http://www.nortel.com/espl) to the local disk drive. When the file is downloaded, you can import and configure the Security Template using the Microsoft Security Configuration and Analysis utility. If you want to activate the Nortel Contact Security Template on a coresident server, make sure that you download the coresident template. If you are adding Communication Control Toolkit to a previously standalone Contact Center Manager Server, you must rollback the original Contact Center 6.0 security template and reapply a new one for the coresident server. For more information about applying the Nortel Contact Center Security Template, see Nortel Contact Center 6.0 Security Templates User Guide on the Partner Information Web site (www.nortel/pic).

Activating the Nortel Contact Center Security Template 1

Log on to the server as Administrator.

2

On the Windows Start menu, click Run.

3

Type mmc, and then click OK.

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Result: The Console1 window appears.

4

From the File menu, choose Add/Remove Snapin. Result: The Add/Remove Snap-in window appears.

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5

Click Add.

6

The following window appears.

7

Select Security Configuration and Analysis, and then click Add.

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Result: Security Configuration and Analysis appears in the Add/Remove Snap-in window.

8

Click OK.

9

On the console, right-click Security Configuration and Analysis.

10

Click Open Database.

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Result: The following dialog box appears.

11

In the File Name box, enter a new database name. For example, Contact Center Multimedia/Outbound Security Template.

12

Click Open. Result: The Import Template dialog box appears.

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13

Select Contact Center Multimedia/Outbound Security Template.inf, and then click Open.

14

On the console, right-click Security Configuration and Analysis and then click Analyze Computer Now. Contact Center Multimedia/Outbound

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Managing security

Result: The Perform Analysis dialog box appears. The default location for the Security Template log is C:\Documents and Setttings\Administrator\My Documents\Security\Logs\. If you want to change the location in which the Security Template log is stored, do so now.

15

Click OK.

16

Right-click Security Configuration and Analysis, and then choose Configure Computer Now. Result: The Configure System dialog box appears. The default location for the configuration log file is C:\Documents and Setttings\Administrator\My Documents\Security\Logs\. If you want to change the location in which the Security Template log is stored, do so now.

17

Click OK.

18

Restart the server to activate the new security policy and configuration.

Applying the Security Template in a network domain You can apply the Nortel Contact Center Security Templates in a network domain environment by importing the template into a group policy object of an organizational unit (OU) where the Contact Center 6.0 server is a member. 1

Open Group Policy Management Console (GPMC).

2

In the console tree, and expand the domain or OU that you want to import the Security Template.

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3

Right-click the Group Policy object that you want to edit, and then click Edit.

4

On the Group Policy Object Editor console tree, click Computer Configuration.

5

Click Windows Settings, and then right-click Security Settings.

6

Click Import Policy.

7

Select the Contact Center 6.0 Security Template that you want to import, and then click Open.

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March 2008

Managing security

Use the Windows Server 2003 Security Configuration Wizard The Security Configuration Wizard is part of Windows Server 2003 service pack 1. The Security Configuration Wizard determines the minimum functionality required for the role of the server, and disables functionality that is not required. The Security Configuration Wizard can: „

disable unneeded services

„

block unused ports

„

allow address or security restrictions for open ports

„

prohibit IIS Web extensions

„

reduce protocol exposure to server message block (SMB), LanMan, and Lightweight Directory Access Protocol (LDAP)

„

define an audit policy based on your auditing objectives

Installing the Windows Server 2003 Security Configuration Wizard The Security Configuration Wizard is an optional component included with Windows Server 2003 service pack 1. You can install and run the Security Configuration Wizard on your Contact Center Multimedia server only if you have Windows Server 2003 service pack 1 installed. 1

On the Windows Start menu of the Multimedia server, click Control Panel > Add or Remove Programs.

2

Click Add/Remove Windows Components.

3

Select the Security Configuration Wizard check box.

4

Click Next.

5

After the installation is complete, click Finish.

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Applying a security policy to the Contact Center Multimedia server using the Security Configuration Wizard You can select minimum options when running the Security Configuration Wizard on your Contact Center Multimedia server. You can create a less restrictive policy by enabling other services and server roles depending on your requirements. Note: Contact Center Multimedia 6.0 must be installed and all Contact Center Multimedia services must be started on your server before running the Security Configuration Wizard as the wizard detects what inbound ports the server is listening on. To run the Security Configuration Wizard 1

Click Start > Run.

2

Type SCW, and then click OK.

3

On the Welcome window, click Next.

4

On the Configuration window, select Create a New Security Policy and click Next. Result: The host name of the local server appears on the Select Server window.

5

Ensure the host name of the local server is correct, and then click Next.

6

After the processing of the security configuration database is finished, click Next.

7

Beside Select Server Roles, click Next.

8

Select the Web Server check box, and then click Next. Note: Only the Web server role is required by the Contact Center Multimedia server.

9

In the Select Client Features window, select the client features you want to enable. As a minimum, Nortel recommends that you select the following features:

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„

Automatic update client

„

DNS Client

„

DNS registration client Contact Center Multimedia/Outbound

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Managing security „

Domain member

„

Microsoft networking client

„

WINS client

Click Next. Result: The Administration and Other Options window appears.

11

Select the server features you want to enable. As a minimum, Nortel recommends that you select the following features:

12

„

Local application installation (to allow the installation of SUs)

„

Windows firewall

Click Next. Result: The Select Additional Services window appears.

13

Select the services you want to enable. You must enable the following services for Contact Center Multimedia to function correctly: „

Caché Controller for Nortel

„

CCMM Email Manager service

„

CCMM License service

„

CCMM Manager Client service

„

CCMM OAM service

„

CCMM Outbound Scheduler service

„

CCMM Starter service

Select services that you require such as antivirus software clients. 14

Click Next.

15

In the Handling Unspecified Services window, select an option only if you intend to apply the security policy to another server. The option is applied to the other server. Choose one of the following: „

Select Disable the service to disable all services on the server that are not defined in the security policy.

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Standard 7.23

Select Do not change the startup mode of the service to avoid changing the startup mode of the services on the server that are not defined in the security policy.

16

Click Next.

17

On the Confirm Service Changes window, review the services that are modified when you apply this policy to your system, and then click Next.

18

On the Open Ports and Approve Applications window, ensure the following: „

80 (HTTP)

„

137 (NetBIOS name service)

„

1972 (ODBC connections)

„

ports used by CCMM OAM service (CCMMOAM.exe)

„

ports used by CCMM Manager Client service (MCMCService.exe)

Note: It is not necessary to select all of the CCMM services since only the services specified are used to listen for incoming connections. 19

To allow connections to port 1972 on the Contact Center Multimedia server, do the following: a. On the Open Ports and Approve Applications window, click Add. b. Type the port number 1972 and under Protocols, select the TCP check box. c. Click OK to return to the Open Ports and Approve Applications window.

20

You can further restrict what remote machines connect to the ports listed , by doing the following: a. On the Open Ports and Approve Applications window, click Advanced. b. Contact Center Multimedia requires that the following remote machines are allowed to connect to the following ports: 80 (HTTP) (all Contact Center Agent Desktop and Outbound Campaign Management Tool clients) ports used by the CCMM OAM Service (CCMMOAM.exe) 1972 (Caché.exe)

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21

Click Next.

22

On the Confirm Port Configuration window, review the Inbound Port Configuration, and click Next. Contact Center Multimedia/Outbound

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Managing security

23

On the Require SMB Security Signatures window, select the All computers that connect to it satisfy the following minimum operation system requirements check box.

24

Clear the It has surplus processor capacity that can be used to sign file and print traffic check box, and then click Next.

25

On the Outbound Authentication Methods window, select only the Domain Accounts box. Ensure that you clear the other check boxes, and then click Next.

26

On the Outbound Authentication using Domain Accounts window, select the Windows NT 4.0 Service Pack 6a or later systems check box.

27

Clear the Clocks that are synchronized with the selected server’s clock check box, and click Next.

28

Review the Registry Settings Summary, and then click Next.

29

In the Audit Policy Section, select Do not audit.

30

On the Select Web Service Extension for Dynamic Content window, select the following extensions: „

Active Server Pages

„

ASP.NET v1.1.4322

„

D:\Nortel\CacheSys\csp\bin\CSPms.dll

„

D:\Nortel\CacheSys\csp\bin\CSPmsSys.dll

Note: If your software is not on drive D, replace D: with the correct drive letter. Note: The check boxes for Caché Web Service Extensions available on drive C can be left clear. Only the Caché Web Service Extensions installed in Nortel\CacheSys\esp\bin are required. 31

Clear the Prohibit all other Web service extensions not listed above check box, and then click Next.

32

On the Select the Virtual Directories to Retain window, ensure there are no legacy virtual directories, and then click Next.

33

Clear the Deny anonymous users write access to content files check box, and then click Next.

34

Review the IIS Security Settings Summary, and then click Next.

35

Save your security policy as an XML file to a location on your server.

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36

Click Next.

37

On the Apply Security Policy window, click Apply Now, and then click Next. Result: The security policy is applied–the relevant services are disabled and the Windows firewall blocks relevant ports.

38

Click Next.

39

Click Finish to close the Security Configuration Wizard.

Returning to a security policy applied using the Security Configuration Wizard You can use the Security Configuration Wizard to roll back the changes made to the system by the last security policy. To return to previous security settings 1

Click Start > Run.

2

Type SCW, and then click OK.

3

On the Welcome window, click Next.

4

On the Configuration Action window, click Rollback the last applied security policy, and then click Next. Result: The host name of the local server appears on the Select Server window.

5

Ensure the host name of the local server is correct, and then click Next. Result: The rollback file appears in the Security Configuration Wizard.

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6

Review the rollback file. If you are satisfied with the changes, click Next to proceed with the rollback. If you are not satisfied with the changes, click Cancel.

7

After the rollback is complete, click Next.

8

Click Finish.

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Contact Center Multimedia 6.0 port requirements This section describes the port requirements for connections between the Contact Center Multimedia server and the Agent Desktop clients, e-mail server, and external Web server. This information is required only if you want to use a firewall between any of these computers. Nortel recommends that you do not use a firewall between the Contact Center servers (Contact Center Manager Server, Contact Center Manager Administration, Communication Control Toolkit, and Contact Center Multimedia). Agent Desktop When agents load the Contact Center Agent Desktop application by typing a URL in their browser, the Contact Center Multimedia server connects to the client on port 80 using TCP. When the Contact Center Agent Desktop application is downloaded to the client, the application also connects to the Communication Control Toolkit server on port 29373 using TCP. Outbound Campaign Management Tool Users launch the Outbound Campaign Management Tool by logging on to the Contact Center Manager Administration server and choosing the appropriate Multimedia server under Outbound. The Outbound Campaign Management Tool starts on the client and connects to the Contact Center Multimedia server on port 80 using TCP. E-mail The Contact Center Multimedia E-mail Manager connects to the configured email servers on ports 110 (POP3) and 25 (SMTP) using TCP. External Web site An external Web site uses Web services to connect to the Contact Center Multimedia server on port 80 using TCP.

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Contact Center Manager Administration and other ODBC clients The Contact Center Manager Administration server and any other ODBC clients that use Crystal Reports to report on the Multimedia database connect to the Caché database on port 1972.

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Enable SSL on the E-mail Manager Contact Center Multimedia/Outbound supports Secure Sockets Layer (SSL) to protect data traveling between the e-mail server and the Contact Center Multimedia/Outbound server. Follow the steps in this section to enable SSL on the E-mail Manager.

Enabling SSL on the E-mail Manager 1

Open the mailservice.properties file. The mailservice.properties file is in X:\Nortel\Contact Center Multimedia\Multimedia Server\Email Manager, where X is the drive on which you installed your Multimedia server software.

2

Copy the following lines into mailservice.properties file. mail.pop3.socketFactory.class=javax.net.ssl.SSLSocketFactory mail.pop3.socketFactory.fallback=false mail.pop3.socketFactory.port=995 Note: Nortel recommends a false connection on the fallback. If you set fallback to false, a secure connection cannot be established and the operation fails. If you set the fallback to true, during a failure the connection is unsecure.

3

Set the port to the correct value. Use the following steps to set the port number: a. Log on to the Multimedia Administrator. b. Expand Server Administration. c. Double-click Server Configuration. d. In the Server Settings window, double-click Inbound Mail Server (POP3). Result: The E-mail Server Properties window appears.

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e. Enter the following information: Primary Hostname: Type the name of the server that receives e-mail messages. Server Type: For the inbound e-mail server, select POP3. Port Number: Type the standard port number for the e-mail server, which is 995. Secondary Hostname: If you have a backup e-mail server, provide a hostname for the backup server. f.

Click Save. Result: The E-mail Server Properties window closes.

4

Copy the following lines into mailservice.properties file. mail.smtp.socketFactory.class=javax.net.ssl.SSLSocketFactory mail.smtp.socketFactory.fallback=false mail.smtp.socketFactory.port=25

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Although SMTP is left unsecure, once e-mail traverses the Internet, it is unsecure. Implementations of secure SMTP vary as does the port number. For more information, see the documentation for your e-mail server. Result: The configuration is complete. If an error is reported in the EmailManager.log file: javax.net.ssl.SSLHandshakeException: Could not find trusted certificate indicating that the target mail server's SSL certificate was signed with a certificate from a signing authority that is untrusted or you are using a test certificate, proceed to “Enabling SMTP Authentication on your e-mail server” on page 1285. 5

Use Java keytool to enable trust for a signing authorities certificate. By default, Java application SSL implementations automatically trust many of the major certificate authorities such as Verisign or Thawte. However, if you are using a test certificate you must add the following text to C:\Program Files\Java\jrel.5.0\lib\security\cacerts: keytool -import -alias mycacert -file mycacert.cer keystore Replace mycacert with the actual name of the certificate. The keytool can be run from C:\Program Files\Java\jre1.5.0\bin or any folder if the Java Bin folder is in the System Path.

6

When you are prompted for a keystore password, use the default install password for the JRE trust keystore, changeit.

7

After the certificate details are printed, you are prompted to Trust this certificate.

8

Type y or yes, and then press return to update the keystore. Result: Your file appears as follows: Owner: OU=For VeriSign authorized testing only. No assurances (C)VS1997, OU=www.verisign.com/repository/ TestCPS Incorp. By Ref. Liab. LTD., O="VeriSign, Inc" Issuer: OU=For VeriSign authorized testing only. No assurances (C)VS1997, OU=www.verisign.com/repository/ TestCPS Incorp. By Ref. Liab. LTD., O="VeriSign, Inc" Serial number: 52a9f424da674c9daf4f537852abef6e Valid from: Sun Jun 07 01:00:00 BST 1998 until: Wed Jun 07 00:59:59 BST 2006 Certificate fingerprints:

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MD5: 40:06:53:11:FD:B3:3E:88:0A:6F:7D:D1:4E:22:91:87 SHA1: 93:71:C9:EE:57:09:92:5D:0A:8E:FA:02:0B:E2:F5:E6:98:6C:6 0:DE Trust this certificate? [no]:

y

Certificate was added to keystore 9

Enter the keystore password changeit.

10

Restart the E-mail Manager service. Result: SSL is enabled and working. Note: To change the default password for security reasons, type the following command and you are prompted for a new password: keytool -storepasswd -new changeit -keystore C:\Program Files\Java\jre1.5.0\lib\security\cacerts

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SMTP Authentication SMTP Authentication is a mechanism of restricting non-authenticated clients from relaying messages outside your organization. Agents who want to send external e-mail must provide their logon credentials to the e-mail server before their e-mail is relayed. Failure to authenticate leads to either an immediate message from the e-mail server indicating that relaying is prohibited or a nondelivery report e-mail at a later time. Organizations generally implement SMTP authentication to prevent SPAM messages being relayed through their networks. For more information, see the Microsoft Knowledge Base article Q197869. For more information, see the following RFCs: „

RFC 821 – Simple Mail Transfer Protocol (SMTP)

„

RFC 1869 – SMTP Service Extensions

„

RFC 2045 – Multipurpose Internet Mail Extensions (MIME)

„

RFC 2554 – SMTP Service Extension for Authentication

Note: You can obtain copies from http://www.ietf.org

Enabling SMTP Authentication on your e-mail server SMTP authentication varies from e-mail server to e-mail server. The following steps describe how to enable SMTP authentication for Microsoft Exchange Server 5.5. 1

Log on to the Microsoft Exchange Server with domain administrative privileges.

2

Start the Microsoft Exchange Administrator program.

3

Under the Configuration branch, double-click Internet Mail Service.

4

On the Routing tab, click Routing Restrictions.

5

Ensure the Only Hosts and Clients who successfully authenticate check box is selected.

6

Restart the Microsoft Exchange Internet Mail Service.

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Determining if SMTP Authentication is enabled You can use telnet to verify if the server's response to the SMTP commands is enabled on an e-mail server. 1

Start telnet and connect to the IP Address or host name of the mail server. Connect using the well known port for SMTP (Port 25). Ensure that your telnet application is enabling a local echo. Result: The following message appears: 220 SERVERNAME.DOMAIN.COM ESMTP Server (Microsoft Exchange Internet Mail Service 5.5.2650.21) ready

2

Type HELO.

3

Try to send an e-mail message to an external address using the MAIL command: MAIL FROM: anymailbox 250 OK - mail from

4

Specify recipients using the RCPT command. Result: If SMTP Authentication is enabled, you see the following: RCPT TO: [email protected] 550 Relaying is prohibited Otherwise, you receive the message: RCPT TO: [email protected] 250 OK - Recipient

5

If you find that SMTP Authentication is not enabled, you can continue to send an e-mail message using the DATA command: DATA 354 Send data.

6

End with CRLF.CRLF

Conclude the e-mail message by typing <ENTER> . <ENTER> Result: The e-mail message is sent. 250 OK

7

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If the SMTP Authentication is enabled, you must re-connect to your e-mail server. Contact Center Multimedia/Outbound

March 2008

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Managing security

Type the EHLO command after re-connecting: EHLO 250-SERVERNAME.DOMAIN.COM Hello [LocalMachineName] 250-XEXCH50 250-HELP 250-ETRN 250-DSN 250-SIZE 0 250-AUTH LOGIN 250 AUTH=LOGIN

9

Type the AUTH LOGIN command: AUTH LOGIN 334 VXNlcm5hbWU6 Result: The response you receive is the string "Username:" Base64 encoded.

10

Type your user name encoded using Base64. Result: A base64 encoded prompt for password appears: AUTH LOGIN 334 VXNlcm5hbWU6 dGVzdA== 334 UGFzc3dvcmQ6 dGVzdA== 235 LOGIN authentication successful

11

Confirm the user name and password. Result: After a successful logon, you can send a mail using the MAIL, RCPT, and DATA commands.

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Contact Center Multimedia/Outbound

Chapter 20

Troubleshooting In this chapter Overview

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Troubleshoot installation problems

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Troubleshoot network connectivity

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Restart Contact Center servers

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Troubleshoot licensing configuration

1301

Troubleshoot the database

1311

Troubleshoot the Multimedia Administrator

1312

Troubleshoot the E-mail Manager

1313

Troubleshoot the Contact Center Agent Desktop

1319

Troubleshoot the Outbound Campaign Management Tool

1324

Troubleshoot contact routing errors

1325

Troubleshoot archiving

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Technical support

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Overview This section provides troubleshooting information for the Multimedia server software.

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Troubleshoot installation problems This section provides solutions to issues that may arise during or following the Contact Center Multimedia server software installation.

Installation fails with Windows Server 2003 release 2 You must reinstall Windows Server 2003 R2 without installing the new optional features before you install Contact Center Multimedia. To install Windows Server 2003 Release 2 without the optional components, do not install or configure CD 2 of the Windows Server 2003 Release 2 installation CDs. When you are prompted to install CD2, click Cancel and then click OK. For further details about installing the Windows Server 2003 Release 2 operating system without the optional components, consult the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide.

Installing Contact Center Multimedia Redundancy server You must ensure that both the Contact Center Multimedia server and the Redundancy server are set with the current local date and time for installation and switching Primary servers to work correctly.

You must change a server name For more information about changing the server name or IP address of any server in Contact Center, see Appendix D, “Change the names or IP addresses of servers.”

Configuring Windows Contact Center Multimedia supports the US English locale in the following Operating Systems: „

English

„

Japanese

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Traditional Chinese

Regional Options In the Windows 2003 Server Regional Options control dialog box, choose the US English locale on the Regional Options tab and the Advanced tab. Selecting the US English locale in Chinese

Selecting the US English locale in Japanese

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Configuring the Unicode font in Contact Center Multimedia Administrator You can change the Unicode option in the Contact Center Multimedia Administrator, however, not all fields can be displayed in some Unicode text. The list of fields follows the procedure. 1

Log on to the Contact Center Multimedia Administrator application.

2

On the Utilities menu, select Font Options.

3

In the Font Name box, select the code for the text.

4

Click Save. Result: You can view or type unicode text in the following fields of the Administrator application windows: „

Skillset Settings: Auto Signature names

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Login Security Banner: Banner Text

„

Recipient Addresses: Mailbox Name, Email Domain, Password, Display Name

„

Outgoing Email: Email addresses, Barred Address Fragment

„

Keyword Groups: Keywords

„

Sender Addresses: Email Address

„

Auto-Responses: Subject, Body, Attachments

„

Rule Configuration Wizard: Email Address, Rule Name

„

Rule Precedence: Email Address, Rule Name

„

WebComms Configuration: Welcome Message, Agent Label, Customer Label

„

Page Push URLs: URL, Description

„

Auto Phrases: Name, Phrase Text

„

Web On Hold: Description, URL

„

Closed Reasons: Reason Text

„

Custom Fields: Field Name

Contact Center Multimedia/Outbound

March 2008

Troubleshooting

Troubleshoot network connectivity This section suggests steps to complete to ensure that the network connectivity between the components of the Contact Center suite is running effectively.

Your contacts stop queuing In the CCTServer.log file, you can review errors that indicate that the Contact Management Framework is not responding to requests from the Communication Control Toolkit clients, and there are problems with the network connectivity for all of the Contact Center servers. If you find the out-of service text in CCTServer.log, the error indicates that the connection between Contact Center Multimedia and Contact Center Manager Server is out of service due to network issues. [Peer] Service Provider Status Change Event - Provider: CCMM, Status: MasterApplicationFailure [ActiveProvider CCMM] Service provider has gone out-ofservice [Peer] Service Provider Status Change Event - Provider: ContactManager, Status: MasterApplicationFailure [ContactManager] Service provider has gone out-ofservice

You can also determine if there are network problems on the site by examining the following files for the text, java.net.SocketExemption

Look in the following locations: „

On the Contact Center Manager server, review D:\Nortel\Core\CMF\\logs\OAMContainer.log, where is the latest version of Contact Management Framework software installed.

„

On the Communication Control Toolkit server, review C:\Program Files\Nortel\CCT\CMF\logs\SPContainer.log.

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On the Communication Control Toolkit server, review C:\Program Files\Nortel\CCT\CMF\logs\ClientContainer.log.

Review your network connectivity To check the network connectivity, perform the following steps:

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1.

Check the network cable for faults. Cable faults are often difficult to identify and can be intermittent, therefore replacing the faulty cable with a known good cable is the best solution.

2.

Check the network card speed and duplex settings. Communication Control Toolkit to Contact Center Manager Server settings must match the required switch and hub settings, and be in the same network segment. Also, Contact Center Manager Server and the switch settings must match the required switch and hub settings, and be in the same network segment.

3.

Check the physical network card for faults.

4.

Check the network hub. Check both hardware and software (if applicable) problems in your hub.

5.

If your hub is a switched hub, ensure that a virtual LAN separation is not present at a hardware or software level. If a virtual LAN separation is present, the performance of the connection between Communication Control Toolkit and Contact Center Manager Server is minimal.

6.

Ensure the ability for Windows to turn off the network card to save power is disabled. Windows Server 2003 has a power management setting for network cards.

7.

Ensure the network card has the latest driver software release.

Contact Center Multimedia/Outbound

March 2008

Troubleshooting

Restart Contact Center servers If you must restart all servers in your contact center solution, use the following sequences to restart the servers.

Multimedia solution To shut down and restart the servers in a multimedia solution, perform the following steps: 1

Shut down the Contact Center Multimedia server, or stop all Contact Center Multimedia services using the Stop All button in the CCMM Services Control application.

2

Shut down the Communication Control Toolkit server, or stop the Communication Control Toolkit core services using the stop button in the NCCT Console Services.

3

Stop the Telephony and ACDPROXY service in the NCCT Console Services.

4

Restart the Contact Center Manager Server. Wait until all services are started before continuing. Note: Alternative Contact Center Manager Server shutdown sequences are detailed below.

5

Restart the Contact Center Manager Administration server. This step is optional.

6

Start the Communication Control Toolkit server, or if the server is not shut down, start the ACDPROXY and the Telephony services.

7

Start the core Communication Control Toolkit services using the start button in the NCCT Console Services.

8

Start the Contact Center Multimedia server, or if the server is not shut down, restart its services using the Start All button in the CCMM Services Control application.

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Contact Center Manager Server shutdown To restart the Contact Center Manager Server without rebooting the Contact Center Manager Server, perform the following steps. This causes Voice Calls to default. 1

Perform an ICCM Shutdown (iccmsd.exe) to shut down the Contact Center Manager Server services.

2

Stop and start the CC License Manager service.

3

Perform an ICCM Startup (iccmsu.exe) to restart the Contact Center Manager Server services. Wait until all services are started before continuing.

4

Restart the Contact Center Manager Administration server. This step is optional.

5

Start the Communication Control Toolkit server, or if the server is not shut down, start the ACDPROXY and the Telephony services.

6

Start the core Communication Control Toolkit services using the start button in the NCCT Console Services.

7

Start the Contact Center Multimedia server, or if the server is not shut down, restart its services using the Start All button in the CCMM Services Control application.

To reset the multimedia services on the Contact Center Manager Server without impacting Voice Call handling, perform the following steps.

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1

Stop the CCMS OAMCMF_Service service on the Contact Center Manager Server. The CCMS NBMSM_Service also stops. If CCMS NBMSM_Service, and CCMS UNE_Service are enabled, they also stop.

2

Start the CCMS NBMSM_Service service. The CCMS OAMCMF_Service is started automatically. Restart the CCMS SIP_Service and CCMS UNE_Service services if required.

3

Restart the Contact Center Manager Administration server. This step is optional.

4

Start the Communication Control Toolkit server, or if the server is not shut down, start the ACDPROXY and the Telephony services.

5

Start the core Communication Control Toolkit services using the start button in the NCCT Console Services.

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March 2008

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Troubleshooting

Start the Contact Center Multimedia server, or if the server is not shut down, restart its services using the Start All button in the CCMM Services Control application.

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Troubleshoot migration problems This section suggests solutions to running the migration utility to convert the Symposium Web Center Portal 4.0 database to Contact Center Multimedia 6.0 database.

The ODBC to Symposium Web Center Portal 4.0 connection failed To test the ODBC Connection, use the following credentials: „

User SWCP_ADMIN

„

Password $nortel$admin

Logs for troubleshooting the database conversion are in the Database.txt file located in Nortel\Contact Center Multimedia\Logs on the Contact Center Multimedia server,

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Contact Center Multimedia/Outbound

March 2008

Troubleshooting

Troubleshoot licensing configuration The License Manager server contains the files required to determine what features and functionality are enabled in the Contact Center. For information about the contents of the license file, see Appendix B, “Feature licensing.” There is a 10 day grace period for solving license issues. For more information about the grace period, see “Licensing grace period” on page 1307.

Verify licensing is working If the licensing is working properly, the enabled bit in the cls.Licenses table for the Contact Center Multimedia caché database is 1. When you restart the Contact Center Multimedia server, if the Caché service runs for 20 minutes and then shuts down, you have a licensing issue. If you have a licensing server issue, review the following items to resolve the problem: „

Verify the Multimedia services are started.

„

Check the contents of the license registry.

„

Check the connection between the Multimedia server and the License server.

„

Check the name of the License server in the Multimedia Administrator.

„

Choose the correct license type.

„

Check the licenses in your contact center.

„

Review the license log files.

All of these steps are described in this section.

Verifying the Multimedia services are started Check that the License Manager and Starter services are started on the Contact Center Multimedia server.

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1

On the Windows Start menu of the Multimedia server, click All Programs > Administrative Tools > Services.

2

Next to CCMM License Service, verify that the Status is Started and the Startup Type is Automatic.

3

Next to CCMM Starter Service, verify that the Status is Started and the Startup Type is Automatic.

Check the contents of the License Manager registry If the CCMM License Service and the CCMM Starter Service are both Started, review the contents of the License Manager registry on the Contact Center Multimedia server to identify the License Manager server. See HKEY_LOCAL_MACHINE\Software\Nortel\LM\LSHost. If the contents of the LSHost registry key are invalid, change the License Manager key in the Multimedia Administrator. See “Confirm the name of the License Manager server in Contact Center Multimedia” on page 1303. 1

On the Multimedia server, click Start > Run.

2

In the Run box type Regedit. Result: The Registry Editor application appears. Note: Only trained individuals can edit the registry. Nortel recommends backing up the registry before making any adjustments.

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Troubleshooting

3

Expand My Computer.

4

Expand HKEY_LOCAL_MACHINE.

5

Expand Software, Nortel, LM, and LSHost. Result: The IP address for the License Manager is to the left of the colon (:) in the LSHost data.

Check the link to the License Manager server Ping the License Manager server identified in the registry key to ensure that no network problems exist. If you cannot ping the License Manager server, change the License Manager key using the Multimedia Administrator (see “Confirm the name of the License Manager server in Contact Center Multimedia” on page 1303), or debug the network to see why Contact Center Multimedia cannot contact the License Manager server. To ping the License Manager server 1

On the Multimedia server, click Start > Run.

2

In the Run box type Cmd.

3

In the command prompt window, type ping lmservername, where lmservername is the IP address of the License Manager server that you determined in step 5 of “Check the contents of the License Manager registry,” on page 1302.

Confirm the name of the License Manager server in Contact Center Multimedia The License Manager server identified in the registry key must match the License Manager server configured in the Multimedia Administrator. If you need to change the name of the License Manager server, perform the following steps: 1

In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia.

2

Expand General Administration.

3

Double-click Server Settings. Result: The Server Settings window appears.

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4

Click the Contact Center License Server.

5

Click Edit.

6

Change the name or the port number for the Contact Center License server. The default port number is 3998.

7

In the Backup Server box, type the name for the backup License Manager server, if you have one.

8

Click Save. Result: A warning appears describing potential errors for changing this server.

9

Click OK.

10

Click Close.

11

Stop and restart the services. a. On the Windows Start menu, click All Programs > Administrative Tools > Services. b. Stop the CCMM Starter service. c. Stop the CCMM License service. d. Start the CCMM License service. e. Start the CCMM Starter service.

Verify the licensing type You must also check to see if the type of license (Nodal or Corporate) on the License Manager server, specified in the registry at Hkey_Local_Machine\Software\Nortel\LM\Type, matches up with the license type defined in Contact Center Multimedia, specified in the registry on the Multimedia server in HKey_Local_Machine\Software\Nortel\LM\Type. If these types do not match up, change the license type on Contact Center Multimedia server using the Multimedia Administrator application.

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To change the license type 1

In the Multimedia Administrator application, expand General Administration.

2

Double-click System License. Result: The License Configuration window appears.

3

In the License Type box, choose the license type (NODAL or CORP).

4

Click Save.

5

Stop and restart the services using the following steps: a. On the Windows Start menu, click All Programs > Administrative Tools > Services. b. Stop the CCMM Starter service. c. Stop the CCMM License service. d. Start the CCMM License service. e. Start the CCMM Starter service.

Review the License Manager file If the necessary licenses for your Contact Center Multimedia operation are not present, review the current licenses and if required, add the necessary licenses to the License Manager file on the License Manager server.

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Standard 7.23

To review the License Manager file 1

On the Start menu of your Contact Center Manager Server, choose All Programs > Nortel Contact Center > License Manager > Configuration. Result: The License Manager Configuration dialog box appears.

2

Click View Licenses. Result: The CCMS Package Features window appears.

3

Check in the display window for the following licenses: „

LM_MMP – if you are deploying a primary server

„

LM_MMS – if you are deploying a shadow server

„

LM_OB – if you are deploying an outbound server

Note: The entries in this display end with an N or C depending on whether they are a Nodal or Corporate license type. Additionally, if e-mail or Web agents are in the Contact Center, the display window shows the following licenses: „

1306

LM_NET_EMA or LM_LOC_EMA (dependant on package type) – if you are deploying e-mail agents

Contact Center Multimedia/Outbound

March 2008

Troubleshooting „

LM_NET_WCA or LM_LOC_WCA (dependant on package type) – if you are deploying Web communications agents

Note: You can also review these entries in the file D:\Nortel\lm\bin\plservrc on the License Manager server. For example, if the file contains hqvD950dcWZqbmxtoc3V3dnaC9uvNHk+WJlxtaimKiihIbkfyGG1Nw5OVl5 aWFg= # CCM 6.0 00:04:75:f8:0b:8d LM_MMPN (1) 60 secs, then the existence of LM_MMPN indicates that Multimedia is licensed nodally. ATTENTION

If the license file does not contain the lines LM_MMP or LM_MMS, then Contact Center Multimedia does not work.

To add licenses to your current License Manager file You must contact your distributor to upgrade your license. If your License Manager file changes, you must stop and restart the Starter and License Manager services on the Contact Center Multimedia server when the new license file is installed.

Examine the License Manager log files As a last step, you can look for any errors in the log files. If you are unable to find or diagnose the cause of the errors, contact Nortel technical support. 1

On the License Manager server, review the log file specified in the registry at HKey_Local_Machine\Software\Nortel\LM\Server\Logfile.

2

On the Contact Center Multimedia server, review the log file specified in the registry key at HKey_Local_Machine\Software\Nortel\LM\Logfile.

3

On the Contact Center Multimedia server, review the CCMM Starter Service log file specified in Nortel\Licensing\CCMMStartService.exe.config in the variable logFilename.

Licensing grace period If there is a communication error between Contact Center Multimedia and the License Manager, normal operation of Contact Center Multimedia server can run for a defined grace period. Normal operations such as shutting down the server, starting up the server, or restarting the services do not affect the grace period. Installation and Maintenance Guide

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The defined grace period is 10 days. When the 10 days expires, the Contact Center Multimedia services shut down and cannot be restarted until the grace period is reset. The grace period is decreased whenever a communication error occurs. For example, if the first communication problem is resolved in two days, there are still eight days available to permanently fix the licensing issues. The Application log section of the Windows Event Viewer shows when grace period time has elapsed. When the grace period expires, the event 61154 Fatal Error appears in the Windows Event Viewer. Resetting the grace period You can contact Nortel to reset the grace period. Schedule the grace period reset outside of normal contact center working hours. 1

On the Contact Center Multimedia Server, click Start > All Programs > Administrative Tools > Event Viewer.

2

Double-click the event where the grace period has decreased (Error 61151) or expired (Error 61154). Result: The Event Properties dialog box appears. All of the License Manager events shown in the Event Properties window are listed in “Contact Center Multimedia events” on page 1343.

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Troubleshooting

3

Copy the lock code. The lock code appears immediately after the text Lock code = in the Description box.

4

Send the Lock code you copied to Nortel Technical Support. Result: Nortel Technical Support supplies you with an unlock code.

5

On the Contact Center Multimedia Server, click Start > All Programs > Nortel Contact Center > Multimedia Server > Grace Period Reset. Result: The Nortel Contact Center License Grace Period Reset application dialog box appears.

6

In the Enter the code received from Nortel box, type or copy the code received from Nortel.

7

Click Apply. Result: A successful unlock is indicated by the status Code decrypted successfully.

8

Click Exit to close the Nortel Contact Center License Grace Period Reset application.

9

Stop and restart the services on the Contact Center Multimedia server. a. On the Windows Start menu, click All Programs > Administrative Tools > Services. b. Stop the CCMM Starter service. c. Stop the CCMM License service. d. Start the CCMM License service.

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Troubleshooting

Standard 7.23

e. Start the CCMM Starter service. Result: The grace period is reset to 10 days.

1310

Contact Center Multimedia/Outbound

March 2008

Troubleshooting

Troubleshoot the database This section lists problems that can occur with the Multimedia database. It suggests possible solutions.

Cannot access the database If the system cannot access the database, perform the following tasks: „

Ensure that the Multimedia services are running.

„

Ensure that you can connect to the database. For more information, see Step 9. “Verify the Multimedia database installation” on page 109.

„

Check the size of the database in the D:/cache.dat file. If the space is at the maximum, archive the data in the database. For more information, see Chapter 17, “Archiving and restoring data.”

Installation and Maintenance Guide

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Troubleshooting

Standard 7.23

Troubleshoot the Multimedia Administrator This section lists problems that can occur with the Multimedia Administrator. For each problem, it suggests possible solutions.

Cannot log on to the Administrator If you cannot log on to the Multimedia Administrator, verify that the database is running.

ODBC error If you receive an ODBC error, wait a few minutes, and then perform the task again. This error appears when there is a delay in the database startup.

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Troubleshooting

Troubleshoot the E-mail Manager This section lists problems that may occur with the E-mail Manager. For each problem, it suggests a possible solution. The primary tool for dealing with problems that can occur while using E-mail Manager is the Contact Center Multimedia/Outbound Event Log Configuration window. You can choose where you want to store the E-mail Manager events for the system. For more information, see “Create Log reports” on page 1249.

The E-mail Manager cannot log on to a mailbox Perform the following tasks if you cannot log on to a mailbox: 1.

Log on to the mailbox using an e-mail client.

2.

Verify that the domain name, account name, mailbox name, and password match the e-mail server settings.

3.

Verify that the e-mail server is running and that it is set up properly.

4.

Review the log files.

5.

Use telnet to verify the user names on the server.

To use telnet to verify the user names on the server 1

On the Start menu, choose Run.

2

Type telnet <mailserver> 110 (where 110 is the port number for POP3), and then press Enter.

3

Log on to the e-mail server. Result: If the logon is successful, a message like this one appears: +OK X1 NT-POP3 Server mail009 (IMail 7.04 997957-16) user billing +OK send your password pass abc123 +OK maildrop locked and ready

Installation and Maintenance Guide

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Troubleshooting

Standard 7.23

If the logon is not successful, a message appears: +OK X1 NT-POP3 Server mail009 (IMail 7.04 998172-17) user billing +OK send your password pass 123abc -ERR Invalid userid/password

The Multimedia E-mail Manager inbox did not receive e-mail Verify that the e-mail server is working properly and the correct host names are recorded on the Multimedia server. Verify the host names of the external e-mail servers on the Multimedia server If you cannot access the Multimedia server from the external mail servers, you must ensure that the host names of the external mail servers are correct on the Multimedia server. 1

Log on to the Multimedia Administrator.

2

Expand Contact Center Multimedia/Outbound.

3

Expand Server Administration.

4

Double-click Server Configuration. Result: The Server Configuration window appears.

5

Double-click the POP3 server. Result: The Server Properties window appears.

6

Change the name of the server and the port number of the server as required.

7

Double-click the SMTP server. Result: The Server Properties window appears.

8

Change the name of the server and the port number of the server as required.

9

Click Save. Result: The Confirm window appears.

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Troubleshooting

Asian characters are not supported in e-mail You must install the Windows Server 2003 Language Pack. 1

Click Start > Control Panel > Regional and Language Options.

2

Click the Languages tab.

3

Select the following options: „

Install files for complex script and right-to-left languages (including Thai)

„

Install files for East Asian languages

Note: Ensure that you have enough drive space for each option and click OK. 4

Click the Advanced tab.

5

Select all of the Code Page conversion table options.

6

Click Apply.

7

Click OK. Result: If you are prompted to insert your Windows Server CD, insert the Windows Server 2003 CD-ROM into the CD-ROM drive.

8

Reboot your server, if required.

Outgoing e-mail is received with corrupt address or message text The E-mail Manager, by default, encodes outgoing e-mail using UTF-8. On some systems, for the e-mail message to be successfully sent, the platform encoding needs to be modified to match the encoding of the sending language family. Select one of the following types of coding, as required for your system: „

US-ASCII

American Standard Code for Information Interchange

„

windows-1250

Windows Eastern European

„

windows-1251

Windows Cyrillic

„

windows-1252

Windows Latin-1

„

windows-1253

Windows Greek

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Troubleshooting

Standard 7.23

„

windows-1254

Windows Turkish

„

windows-1257

Windows Baltic

„

ISO-8859-1

Latin Alphabet No. 1

„

ISO-8859-2

Latin Alphabet No. 2

„

ISO-8859-4

Latin Alphabet No. 4

„

ISO-8859-5

Latin/Cyrillic Alphabet

„

ISO-8859-7

Latin/Greek Alphabet

„

ISO-8859-9

Latin Alphabet No. 5

„

ISO-8859-13

Latin Alphabet No. 7

„

ISO-8859-15

Latin Alphabet No. 9

„

KOI8-R

KOI8-R, Russian

„

UTF-8

Eight-bit UCS Transformation Format

„

UTF-16

Sixteen-bit UCS Transformation Format, byte order identified by an optional byte-order mark

„

UTF-16BE

Sixteen-bit Unicode Transformation Format, big-endian byte order

„

UTF-16LE

Sixteen-bit Unicode Transformation Format, little-endian byte order

Acceptable encoding values are available at http://java.sun.com/j2se/1.5.0/docs/ guide/intl/encoding.doc.html. To change the encoding for the outgoing e-mail

1316

1

In the Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand E-mail Administration.

Contact Center Multimedia/Outbound

March 2008

3

Troubleshooting

Double-click Outgoing E-mail Encoding. Result: The Outgoing E-mail Encoding dialog box appears.

4

In the Encoding list, select the type of encoding you want to use.

5

Click Save.

6

Restart the CCMM Email Manager service by doing the following: a. On the Windows Start menu of the Multimedia server, click All Programs > Administrative Tools > Services.

b. Right-click CCMM Email Manager service, and click Restart. c. Close the Service window.

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Troubleshooting

Standard 7.23

The system fails to send an auto-acknowledgement or e-mail response to a customer Verify the following: „

An auto-acknowledgement is set up in the Multimedia Administrator.

„

The SMTP service is running on the e-mail server.

„

The Contact Center E-mail Manager service is running on the Contact Center Multimedia server.

„

The customer’s e-mail address is correct.

Authentication mechanism unsupported If, after submitting the EHLO command, the server responds with error codes 500, 501, or 502, then SMTP Authentication is not supported on that mail server. If you receive a message “504 Authentication mechanism unsupported” after the AUTH LOGIN command, it is possible that your mail server conducts SMTP Authentication by either not encoding the logon credentials or by using CRAMMD5 encoding. Contact your distributor for further details.

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Troubleshoot the Contact Center Agent Desktop This section lists problems that may occur with the Contact Center Agent Desktop application. For each problem, it suggests a possible solution.

Unable to log on to the Agent Interface If you encounter problems logging on to the Contact Center Agent Desktop, verify that: „

IIS is running. For more information, see the section about configuring the operating system in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide.

„

ASP and ASP.NET are enabled. For more information, see the section about configuring the operating system in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide.

„

The user has access rights to the Web applications. For more information, see Step 6. “Provide local users with the Log on as a service right” on page 82.

„

The services on the Contact Center Multimedia server are running. For more information, see “Verifying the Multimedia services are started” on page 1301.

„

The software for .NET Framework and .NET service pack 1 is installed on the clients. For more information, see Step 12. “Install .NET Framework on clients” on page 115.

„

The latest CCMM_Security_Policy.msi is deployed on the clients. For more information, see Step 13. “Configure access to client applications” on page 117.

„

The agent ID is valid. For more information, see Step 15. “Create a Windows user for each agent” on page 123.

„

The agent password is valid, or is the default password. For more information, see “Agent does not remember password” on page 1320.

Installation and Maintenance Guide

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Troubleshooting „

Standard 7.23

You have not exceeded the number of Agent Desktop or Outbound Campaign Management Tool licenses in your Contact Center. For more information, see Appendix B, “Feature licensing.”

Agent does not remember password If you are required to reset an agent password, you can use the Multimedia Administrator application on the Contact Center Multimedia server to reset the password to the default setting. The default agent password is the agent ID. 1

Open the Contact Center Multimedia Administration window.

2

Expand Contact Center Multimedia.

3

Expand General Administration.

4

Double-click Agent Settings. Result: The Agent Settings window appears.

5

1320

Select an agent.

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March 2008

6

Troubleshooting

Click Reset password. Result: The password is reset to the default password for the agent. The default password is the same as the agent ID.

7

Click Save.

Cannot connect to NCCT server If there are problems on the Communication Control Toolkit server, you see an error message, Cannot connect to NCCT Server. If there are problems on the Communication Control Toolkit server. Check the following: „

On the Communication Control Toolkit server, check that the NCCT Server service is started. For more information, see the Communication Control Toolkit Installation and Maintenance Guide.

„

In the Multimedia Administrator application, check that the Communication Control Toolkit server is correct. For more information, see “You must change a server name” on page 1291. If you must change the name of the Communication Control Toolkit server, you must also change the CCTSERVER key in the ccad.exe.config file in the Nortel\Contact Center Multimedia\Agent Desktop directory on the Contact Center Multimedia server.

„

Make sure that ASP.NET is enabled on the Contact Center Multimedia server. For more information, see the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide.

Error: Invalid Credentials If the windows user is not configured for Communication Control Toolkit authentication, you receive an error message. Ensure that you have followed the Communication Control Toolkit configuration steps in this guide. For more information, see Step 28. “Import the contact center users into CCT” on page 171, and Step 33. “Map users to addresses, terminals, and contact center users” on page 190.

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Standard 7.23

If the user is outside the Communication Control Toolkit domain, then use a local account on the Communication Control Toolkit server to launch the Contact Center Agent Desktop. You must add the local Communication Control Toolkit user to the resources and map the resources.

Error: Cannot login to CCMS If the agent is a voice agent, another agent is already logged on to that telephone set. Log off the first agent, or map the current agent to a different terminal. For more information, see Step 33. “Map users to addresses, terminals, and contact center users” on page 190.

Login button shows no agent There are two possible causes for this error: „

The agent is not mapped to a contact center user.

„

Agent objects are not replicated.

If the agent is not mapped to a contact center user, you must map the Windows user to a contact center user for handling contacts. For more information, see Step 33. “Map users to addresses, terminals, and contact center users” on page 190. If the agent objects are not replicated, you must ensure that Server Setup Configuration and Contact Management Framework are configured on the Contact Center Manager Server and the Communication Control Toolkit server if new patches are installed.

Originate key is disabled If the Originate key is disabled on the telephony toolbar in the Contact Center Agent Desktop, a terminal is not mapped to the logged-on agent, or the mapped terminal is out of service. If a terminal is not mapped to the agent, see Step 33. “Map users to addresses, terminals, and contact center users” on page 190. If the mapped terminal is out of service, restart the TAPI connector, and restart the Telephony service on the Communication Control Toolkit server.

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Emergency and supervisor keys on the phoneset do not work You must configure two keys on the agent telephone set: ASP (call supervisor) and EMR (emergency). You must ensure that the supervisor telephone set is configured as a supervisor phoneset, and configure two keys: AAG (answers the call from the agent ASP key), and AMG (answers the call from the agent EMR key). You also must configure the telephony port property to be the position ID of the supervisor telephone set. In Contact Center Manager Administration, right-click Supervisor, and choose Supervisor details.

Transfer and conference buttons on the telephony toolbar do not work Use the Communication Control Toolkit documentation to enable transfer and conference functions using the TN details. See line features in the Communication Control Toolkit Installation and Maintenance Guide.

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Standard 7.23

Troubleshoot the Outbound Campaign Management Tool This section lists problems that may occur with the Outbound Campaign Management Tool application. For each problem, it suggests a possible solution.

Unable to log on to the Outbound Campaign Management Tool If you encounter problems logging on to the Contact Center Agent Desktop or the Outbound Campaign Management Tool applications, verify that

1324

„

IIS is running.

„

The user has access rights to the Web applications.

„

The services on the Contact Center Multimedia server are running.

„

CCMM_Security_Policy.msi is deployed on the clients.

„

.NET Framework and .NET service pack 1 is installed on the clients.

„

The user ID is valid.

„

The password is valid, or is the default password.

„

You have not exceeded the number of Outbound Campaign Management Tool licenses in your Contact Center.

Contact Center Multimedia/Outbound

March 2008

Troubleshooting

Troubleshoot contact routing errors This section lists problems that may occur when you route contacts. For each problem, it suggests a possible solution.

Contacts are delayed in queue If a large number of contacts are queued and Contact Center Manager Server is restarted, Contact Center Manager server queues 5000 contacts per hour. A period of time can elapse before your contacts are displayed in Real-Time displays or assigned to agents. Reviewing the number of contacts to be requeued 1

Log on to the Contact Center Agent Desktop.

2

Open the Multimedia toolbar.

3

Click Contact Search.

4

Search for contacts with the criteria Status is New. Result: The number of new contacts appears in the search results title bar.

Contacts are not routed to correct agent If an e-mail or outbound contact is not correctly routed to the intended agent, check the following information to determine the problem: „

Check the licensing for your contact center. For more information, see “Troubleshoot licensing configuration” on page 1301.

„

Check that the correct Contact Center Manager Server is configured in the Multimedia Administration application. For more information, see “You must change a server name” on page 1291.

„

Ensure that the E-mail Manager, Outbound Campaign Scheduler, and MCMC services are started. To start the services, see “Verifying the Multimedia services are started” on page 1301.

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Standard 7.23

„

Ensure that route points are configured in your contact center. For more information about configuring route points, see Step 23. “Create route points” on page 144.

„

Ensure that you have configured the e-mail and outbound configuration settings correctly. For configuration minimal contact type settings, see Step 36. “Start the configuration tool” on page 206. For information about configuring e-mail settings, see Chapter 11, “Configuring e-mail settings and routing.” For information about configuring outbound settings, see Chapter 10, “Configuring outbound settings and routing.”

„

Check that the scripts are correct if you are not using the provided default multimedia scripts. You can review the scripts in Contact Center Manager Administration.

„

Check that the agent is in the skillset to which the contacts are routed. You can assign the skillset in Contact Center Manager Administration.

„

Run the Server Setup Configuration on Contact Center Manager Server.

„

Select the Multimedia option in the Contact Management Framework configuration on the Communication Control Toolkit server.

Contact Center Multimedia/Outbound

March 2008

Troubleshooting

Troubleshoot Internet Explorer This section lists problems that may occur with Microsoft Internet Explorer.

Cannot start Internet Explorer If you experience problems starting Internet Explorer, ensure your version of Internet Explorer meets the minimum requirements as specified in the Contact Center Multimedia Technical Requirements and Operating System Configuration Guide.

Installation and Maintenance Guide

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Troubleshooting

Standard 7.23

Troubleshoot archiving This section lists problems that may occur with the Contact Center Multimedia Archive utility.

Cannot archive attachments You must install the appropriate language patch for Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition to successfully archive contacts that have attachment names in languages that are not installed by the default English Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition operating system.

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Troubleshooting

Configuration for Asian languages The following information is essential for configuring your contact center to use Asian characters in e-mail.

Installing Windows Server 2003 Language Pack You must install the Windows Server 2003 Language Pack. 1

Click Start > Control Panel > Regional and Language Options.

2

Click the Languages tab.

3

Select the following options: „

Install files for complex script and right-to-left languages (including Thai)

„

Install files for East Asian languages

Note: Ensure that you have enough drive space for each option and click OK. 4

Click the Advanced tab.

5

Select all of the Code Page conversion table options.

6

Click Apply.

7

Click OK. Result: If you are prompted to insert your Windows Server CD, insert the Windows Server 2003 CD-ROM into the CD-ROM drive.

8

Reboot your server, if required.

Changing the encoding for outgoing e-mail 1

In the Multimedia Administrator application, expand Contact Center Multimedia.

2

Expand E-mail Administration.

Installation and Maintenance Guide

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Troubleshooting

3

Standard 7.23

Double-click Outgoing E-mail Encoding. Result: The Outgoing E-mail Encoding dialog box appears.

4

In the Encoding list, select the type of encoding you want to use.

5

Click Save.

6

Restart the CCMM Email Manager service by doing the following: a. On the Windows Start menu of the Multimedia server, click All Programs > Administrative Tools > Services.

b. Right-click CCMM Email Manager service, and click Restart. c. Close the Service window.

Select one of the following types of coding, as required for your system: „

1330

US-ASCII

American Standard Code for Information Interchange

Contact Center Multimedia/Outbound

March 2008

Troubleshooting

„

windows-1250

Windows Eastern European

„

windows-1251

Windows Cyrillic

„

windows-1252

Windows Latin-1

„

windows-1253

Windows Greek

„

windows-1254

Windows Turkish

„

windows-1257

Windows Baltic

„

ISO-8859-1

Latin Alphabet No. 1

„

ISO-8859-2

Latin Alphabet No. 2

„

ISO-8859-4

Latin Alphabet No. 4

„

ISO-8859-5

Latin/Cyrillic Alphabet

„

ISO-8859-7

Latin/Greek Alphabet

„

ISO-8859-9

Latin Alphabet No. 5

„

ISO-8859-13

Latin Alphabet No. 7

„

ISO-8859-15

Latin Alphabet No. 9

„

KOI8-R

KOI8-R, Russian

„

UTF-8

Eight-bit UCS Transformation Format

„

UTF-16

Sixteen-bit UCS Transformation Format, byte order identified by an optional byte-order mark

„

UTF-16BE

Sixteen-bit Unicode Transformation Format, big-endian byte order

„

UTF-16LE

Sixteen-bit Unicode Transformation Format, little-endian byte order

Acceptable encoding values are available at http://java.sun.com/j2se/1.5.0/docs/ guide/intl/encoding.doc.html.

Installation and Maintenance Guide

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Troubleshooting

Standard 7.23

Using Contact Center Multimedia Administrator controls Not all Administrator controls are Unicode-aware. The following controls to not accept Asian characters: „

Auto-Responses: Attachment filename

„

Skillset Settings: Auto-signature Template filename

„

Rule Precedence: Exported rules filename

„

Certain error dialog boxes, which can render Asian characters as question marks

For Auto-Response attachments, Auto-signature templates, Exported rules, the name of the file must be in English when it is configured in the Administrator, however, the content of the files can contain Asian characters.

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Technical support All hardware diagnostics are the responsibility of the hardware vendor. Verify the manufacturer’s instructions before you perform any hardware-related procedure. Before you install Contact Center Multimedia, you must verify your selected servers. This verification includes making sure the computers conform to the specifications listed in the Nortel Contact Center Planning and Engineering Guide and the Nortel Contact Center Multimedia Technical Requirements and Operating System Configuration Guide. You must also ensure that the operating system is installed and functioning properly. Nortel can provide support during the installation and configuration of Contact Center Multimedia using your installation of pcAnywhere, or the remote desktop configuration. For more information, see Step 3. “Install your remote support access tool” on page 54.

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Troubleshooting

1334

Standard 7.23

Contact Center Multimedia/Outbound

Chapter 21

Using serviceability tools In this chapter Use the E-mail Manager Memory Management utility

Installation and Maintenance Guide

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1335

Using serviceability tools

Standard 7.23

Use the E-mail Manager Memory Management utility You can use the E-mail Manager Memory Utility to perform maintenance and diagnostic tools on the Multimedia server. If an error occurs, record the error message, the system configuration, and the actions taken before and after the error occurred. If the problem persists, contact your Nortel customer support representative. You can use the E-mail Manager Memory Management utility to change the amount of memory allocated to the E-mail Manager. The mechanism by which inbound e-mail messages are processed requires that every e-mail message is held in memory for a brief time while it is decoded and processed. This places a limit on the maximum size of a given e-mail message that the E-mail Manager can handle. The E-mail Manager Memory Manager ensures that memory limits are not exceeded. This section describes how the memory manager calculates these limits, and how to determine the maximum size e-mail supported. Note: Large e-mail attachments may degrade the e-mail throughput.

Configuring memory allocation for e-mail If you want the system to receive e-mail greater than 69 MB, then you must configure the memory allocation for e-mail messages. By default the system cannot process e-mail messages that are greater than 69 MB. To configure the memory allocation for e-mail 1

Browse to C:\Program Files\Nortel\Contact Center Multimedia/ Outbound\Multimedia Server\Email Manager\Utilities\EmailMemory.exe.

2

Double-click EmailMemory.exe. Result: The Memory Allocation window appears.

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3

Using serviceability tools

Make the necessary changes, and then click OK. Result: The Change Memory Setting window appears.

4

Click Yes.

Maximum attachment size formula The maximum attachment size formulas use the following variables: „

Encoding adjustment The factor by which the attachment size increases when the attachment is encoded and attached to an e-mail message.

„

Memory adjustment The factor by which the encoded size increases when an e-mail message is loaded into the internal representation of the e-mail message in memory.

„

Buffer memory The memory required by the parts of the application not involved in processing inbound e-mail messages, which is fairly static.

The approximate values for these variables, used when calculating how much memory to reserve to process an e-mail message, are: „

Encoding adjustment: 1.3 (this can vary slightly based on the encoding used)

„

Memory adjustment: 1.2 (this factor decreases slightly, the larger the e-mail is, but it has been left as a fixed value)

„

Buffer memory: 20 MB

Note: When the following subsections specify an attachment size, they mean the total size of all attachments of an e-mail message. Also, the size of the body of an e-mail lowers the supported attachment size by the size of the content of the message. However, in most cases, the content of an e-mail is negligible compared to large attachments. Maximum attachment size formula JVM size - Buffer memory / Memory adjustment / Encoding adjustment = Maximum attachment size JVM sizes (MB)

Max attachment sizes (MB)

128

69.2

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Using serviceability tools

Standard 7.23

JVM sizes (MB)

Max attachment sizes (MB)

256 (default)

151.3

512

315.4

1024

643.6

Minimum JVM size formula Attachment size * Encoding adjustment * Memory adjustment + Buffer memory = Minimum JVM size

1338

Attachment sizes (MB)

Min. JVM sizes (MB)

10

35.6

20

51.2

30

66.8

40

82.4

50

98

60

113.6

70

129.2

80

144.8

90

160.4

100

176

500

800

Contact Center Multimedia/Outbound

part 5 Appendixes

Installation and Maintenance Guide

1339

Standard 7.23

1340

Contact Center Multimedia/Outbound

Appendix A

Event codes In this appendix Operating system events

1342

Contact Center Multimedia events

1343

Installation and Maintenance Guide

1341

Event codes

Standard 7.23

Operating system events

Event ID

Event details

7031

Event ID—ISS Service Failure Severity—Critical Source—Service Control Manager Description—The World Wide Web Publishing Service service terminated unexpectedly. Mitigation—Specify a recovery action of restart for the service.

7031

Event ID—IIS Service Failure Severity—Critical Source—Service Control Manager Description—The IIS Admin Service terminated unexpectedly. Mitigation—Specify a recovery action of restart for the service.

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Event codes

Contact Center Multimedia events

Event ID

Event details

2001

Severity—1 (most severe) Source—OAM Description—Unable to create a thread event.

2002

Severity—1 (most severe) Source—OAM Description—Could not register Register a Service Control Handler.

2003

Severity—1 (most severe) Source—OAM Description—Could not create a watcher thread.

2004

Severity—1 and 6 Source—OAM Description—Could not set the service status.

2005

Severity—1 (most severe) Source—OAM Description—Pending statuses require a hint and checkpoint.

2008

Severity—1 (most severe) Source—OAM Description—The %1 service was unable to start due to an initialization failure.

2009

Severity—1 (most severe) Source—OAM Description—Unable to create a new thread object.

Installation and Maintenance Guide

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Event codes

Standard 7.23

Event ID

Event details

2010

Severity—5 Source—OAM Description—A COM exception has been caught. No details are available.

2012

Severity—5 Source—OAM Description—Unable to suspend the current thread (id: %1).

2013

Severity—5 Source—OAM Description—Unable to resume the current thread (id: %1).

2014

Severity—4 Source—OAM Description—COM Exception: Source= %1.

2015

Severity—4 Source—OAM Description—COM Exception: Description= %1.

2016

Severity—4 Source—OAM Description—Failed to connect to the registry at %1.

2017

Severity—5 Source—OAM Description—Failed to open the key %1 at %2.

2018

Severity—5 Source—OAM Description—Failed to get value of %1 in key %2.

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Event codes

Event ID

Event details

2019

Severity—6 Source—OAM Description—Starting the %1 service.

2021

Severity—6 Source—OAM Description—Status of %1: %2

2022

Severity—6 Source—OAM Description—Opened the database %1 successfully.

2023

Severity—6 Source—OAM Description—Opened the local registry successfully.

2024

Severity—5 Source—OAM Description—Failed to create/update the key %1.

2025

Severity—5 Source—OAM Description—Failed to set value of %1 in the key %2.

2026

Severity—4 Source—OAM Description—Could not connect to the NT Service manager.

2027

Severity—4 Source—OAM Description—Could not install the %1 service.

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1345

Event codes

Standard 7.23

Event ID

Event details

2028

Severity—4 Source—OAM Description—Could not open the %1 service.

2029

Severity—4 Source—OAM Description—Could not delete the %1 service.

2030

Severity—5 Source—OAM Description—Could not change the start type of the %1 service.

2031

Severity—5 Source—OAM Description—Could not allocate a buffer to get the service configuration.

2032

Severity—5 Source—OAM Description—Could not get the service status.

2033

Severity—4 Source—OAM Description—Could not start the %1 service.

2034

Severity—5 Source—OAM Description—Could not send a control request to the %1 service.

2035

Severity—4 Source—OAM Description—Could not retrieve date from the registry (parameter: %1).

1346

Contact Center Multimedia/Outbound

March 2008

Event codes

Event ID

Event details

2036

Severity—4 Source—OAM Description—Could not create an instance of the Database object.

2038

Severity—1 Source—OAM Description—Errors were encountered while connecting to the database.

2039

Severity—1 Source—OAM Description—Errors were encountered while connecting to the registry.

2042

Severity—6 Source—OAM Description—Received request to exit.

2043

Severity—6 Source—OAM Description—Listener thread has been cleaned up and shut down.

2044

Severity—6 Source—OAM Description—Opened the logger successfully.

2045

Severity—3 Source—OAM Description—%1 service started successfully.

Installation and Maintenance Guide

1347

Event codes

Standard 7.23

Event ID

Event details

2046

Severity—3 Source—OAM Description—%1 service stopped successfully.

2047

Severity—6 Source—OAM Description—%1 service paused successfully.

2048

Severity—6 Source—OAM Description—%1 service continued successfully.

2050

Severity—5 Source—OAM Description—Could not set the service description.

2051

Severity—1 Source—OAM Description—Unable to start the service dispatcher.

2059

Severity—6 Source—OAM Description—Read %1 data from CCMS Database successful.

2060

Severity—6 Source—OAM Description—Wrote %1 data to CCMS Database.

2063

Severity—2 Source—OAM Description—Error on reading CCMS %1 Data. Error Type: %2.

1348

Contact Center Multimedia/Outbound

March 2008

Event codes

Event ID

Event details

2064

Severity—1 Source—OAM Description—Message registration failed with %1. Message: %2.

2065

Severity—6 Source—OAM Description—Message registration passed with %1. Message: %2.

2066

Severity—1 Source—OAM Description—Message Re-registration failed with %1.

2067

Severity—6 Source—OAM Description—Message Re-registration passed with %1.

2068

Severity—4 Source—OAM Description—Skillset %1 Notification Event Received. Skillset ID: %2.

2069

Severity—4 Source—OAM Description—User %1 Notification Event Received. User ID: %2.

2070

Severity—4 Source—OAM Description—User Delete Notification Event Received for user not in CCM System.

Installation and Maintenance Guide

1349

Event codes

Standard 7.23

Event ID

Event details

2071

Severity—4 Source—OAM Description—Agent-Skillset Mapping %1 Notification Event Received. Skillset ID: %2.

2072

Severity—4 Source—OAM Description—Application %1 Notification Event Received. Application ID: %2.

2073

Severity—4 Source—OAM Description—CDN %1 Notification Event Received.CDN: %2.

2074

Severity—4 Source—OAM Description—ContactType %1 Notification Event Received. ContactType: %2.

2075

Severity—1 Source—OAM Description—CCMS OAM connection down.

4096

Event Type—Error Severity—1 Source—Log4j Description—SERVICE IMPACTING EVENT: Failure to connect to the database.

1350

Contact Center Multimedia/Outbound

March 2008

Event codes

Event ID

Event details

4096

Event Type—Error Severity—1 Source—Log4j Description—SERVICE IMPACTING EVENT: Failure to connect to the POP3 Server.

4096

Event Type—Error Severity—1 Source—Log4j Description—SERVICE IMPACTING EVENT: Failure to connect to the SMTP Server.

4096

Event Type—Error Severity—1 Source—Log4j Description—SERVICE IMPACTING EVENT: There is no valid default rule.

4096

Event Type—Error Severity—1 Source—Log4j Description—SERVICE IMPACTING EVENT: There is no valid delivery failure rule.

4096

Event Type—Error Severity—1 Source—Log4j Description—SERVICE IMPACTING EVENT: We have detected N e-mail from X in the past Y minutes. This may be an e-mail loop or a Denial Of Service Attack.

Installation and Maintenance Guide

1351

Event codes

Standard 7.23

Event ID

Event details

4096

Event Type—Error Severity—1 Source—Log4j Description—SERVICE IMPACTING EVENT: The outbound e-mail (ActionID: X, ContactID: Y) cannot be sent as the skillset associated with it (SkillsetID: Z) does not have an outbox mapped to it. You must first configure an outbox for this skillset, before any responses using it can be sent.

31004

Event Type—Warning Severity—High Source—Nortel CCMM License Manager Description—Registry information missing.

31005

Event Type—Warning Severity—High Source—Nortel CCMM License Manager Description—Error in starting the cache service.

31008

Event Type—Error Severity—High Source—Nortel CCMM License Manager Description—Cannot create an instance of license class.

31009

Event Type—Error Severity—High Source—Nortel CCMM License Manager Description—Exception in communication with CCMM Database.

1352

Contact Center Multimedia/Outbound

March 2008

Event codes

Event ID

Event details

31010

Event Type—Error Severity—Low Source—Nortel CCMM License Manager Description—Exception in service control.

31011

Event Type—Warning Severity—High Source—Nortel CCMM License Manager Description—Could not get a primary or shadow license.

32001

Severity—1 Source—MCMC Description—Unable to create a thread event.

32002

Severity—1 Source—MCMC Description—Could not register Register a Service Control Handler.

32003

Severity—1 Source—MCMC Description—Could not create a watcher thread.

32004

Severity—1 and 6 Source—MCMC Description—Could not set the service status.

32005

Severity—1 Source—MCMC Description—Pending statuses require a hint and checkpoint.

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1353

Event codes

Standard 7.23

Event ID

Event details

32007

Severity—1 Source—MCMC Description—The %1 service was unable to start due to an initialization failure.

32012

Severity—4 Source—MCMC Description—Failed to connect to the registry at %1.

32013

Severity—5 Source—MCMC Description—Failed to open the key %1 at %2.

32014

Severity—5 Source—MCMC Description—Failed to get value of %1 in key %2.

32015

Severity—6 Source—MCMC Description—Starting the %1 service.

32016

Severity—6 Source—MCMC Description—Status of %1:%t%2.

32018

Severity—6 Source—MCMC Description—Opened the local Registry successfully.

32019

Severity—5 Source—MCMC Description—Failed to create/update the key %1.

1354

Contact Center Multimedia/Outbound

March 2008

Event codes

Event ID

Event details

32020

Severity—5 Source—MCMC Description—Failed to set value of %1 in key %2.

32021

Severity—4 Source—MCMC Description—Could not connect to the NT Service Manager.

32022

Severity—4 Source—MCMC Description—Could not install the %1 service.

32023

Severity—4 Source—MCMC Description—Could not open the %1 service.

32024

Severity—4 Source—MCMC Description—Could not delete the %1 service.

32025

Severity—5 Source—MCMC Description—Could not change the start type of the %1 service.

32026

Severity—5 Source—MCMC Description—Could not allocate a buffer to get the service configuration.

32027

Severity—5 Source—MCMC Description—Could not get the service status.

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1355

Event codes

Standard 7.23

Event ID

Event details

32028

Severity—4 Source—MCMC Description—Could not start the %1 service.

32029

Severity—5 Source—MCMC Description—Could not send a control request to the %1 service.

32030

Severity—4 Source—MCMC Description—Could not retrieve data from the registry (parameter: %1).

32035

Severity—6 Source—MCMC Description—Received request to exit.

32036

Severity—6 Source—MCMC Description—Opened the Logger successfully.

32037

Severity—3 Source—MCMC Description—%1 service started successfully

32038

Severity—3 Source—MCMC Description—%1 service stopped successfully.

32039

Severity—6 Source—MCMC Description—%1 service paused successfully.

1356

Contact Center Multimedia/Outbound

March 2008

Event codes

Event ID

Event details

32040

Severity—6 Source—MCMC Description—%1 service continued successfully.

32041

Severity—5 Source—MCMC Description—Could not set the service description.

32042

Severity—1 Source—MCMC Description—Unable to start the service dispatcher.

32047

Severity—6 Source—MCMC Description—Closed the Registry connection successfully.

32050

Severity—5 Source—MCMC Description—JNI version cannot be determined or is not version 14.

32051

Severity—4 Source—MCMC Description—Unable to create the Java Virtual Machine; check the version of jvm.

32053

Severity—4 Source—MCMC Description—Too many parameters have been passed to the service from the registry. Please reduce the number and try to start the service again.

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1357

Event codes

Standard 7.23

Event ID

Event details

32054

Severity—4 Source—MCMC Description—Unable to locate the Multimedia Contact Manager Client archive file or classname. Please ensure the application has been installed correctly.

32055

Severity—4 Source—MCMC Description—Unable to locate the main method. Please ensure the application has been installed correctly.

32056

Severity—4 Source—MCMC Description—An out of memory error occurred in the Java VM. Please ensure the application has been installed correctly.

32057

Severity—4 Source—MCMC Description—Unable to create a jstring object. Please ensure enough physical memory is available for this operation.

32059

Severity—6 Source—MCMC Description—Java Virtual Machine loaded successfully.

32061

Severity—1 Source—MCMC Description—Unable to create a new thread object.

32062

Severity—5 Source—MCMC Description—Unable to suspend the current thread (id: %1).

1358

Contact Center Multimedia/Outbound

March 2008

Event codes

Event ID

Event details

32063

Severity—5 Source—MCMC Description—Unable to resume the current thread (id: %1).

32064

Severity—6 Source—MCMC Description—Worker thread has been cleaned up and shut down.

32066

Severity—6 Source—MCMC Description—Shut down the Java Virtual Machine successfully.

32067

Severity—1 Source—MCMC Description—Errors were encountered while starting the Java Virtual Machine.

32068

Severity—1 Source—MCMC Description—An exception was thrown while invoking the Java main method.

32069

Severity—6 Source—MCMC Description—Multimedia Contact Manager Client class invoked successfully.

32070

Severity—4 Source—MCMC Description—An exception occurred in the Multimedia Contact Manager Client java code.

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1359

Event codes

Standard 7.23

Event ID

Event details

32201

Severity—2 Source—MCMC Description—Error connecting to Database Events - Unknown host name.

32202

Severity—2 Source—MCMC Description—Error connecting to port for Database Events.

32203

Severity—2 Source—MCMC Description—No RoutePoint on Contact in database. Contacts external ID: %1.

32204

Severity—4 Source—MCMC Description—Error reading database Events port number from database. Using default port.

32205

Severity—5 Source—MCMC Description—Started EventHandler to process events from database.

32206

Severity—5 Source—MCMC Description—Started Updater - used to place contacts in Open Queue.

32207

Severity—3 Source—MCMC Description—Error parsing data and time in Event from database. Contacts external ID: %1.

1360

Contact Center Multimedia/Outbound

March 2008

Event codes

Event ID

Event details

32208

Severity—6 Source—MCMC Description—Received Cache Event. Contents: %1.

32209

Severity—6 Source—MCMC Description—Getting Multimedia Provider from CCMS.

32211

Severity—2 Source—MCMC Description—Failed to get Multimedia Provider from CCMS.

32212

Severity—5 Source—MCMC Description—Starting Updater - used to place contacts in Open Queue.

32213

Severity—2 Source—MCMC Description—Failed to start Updater - required to place contacts in Open Queue.

32214

Severity—2 Source—MCMC Description—Received Event for DEFAULT_TREATMENT on Contact with External ID: %1.

32215

Severity—2 Source—MCMC Description—Received Event for FORCE_DISCONNECT on Contact with External ID: %1.

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1361

Event codes

Standard 7.23

Event ID

Event details

32216

Severity—3 Source—MCMC Description—Unknown contact type on provider.

32217

Severity—3 Source—MCMC Description—Undefined contact type in database event.

32218

Severity—6 Source—MCMC Description—Creating Contact in CCMS, Contact External ID: %1.

32219

Severity—6 Source—MCMC Description—Drop Contact from CCMS, Contact External ID: %1.

32220

Severity—3 Source—MCMC Description—Exception on dropping Contact from CCMS, Contact External ID: %1.

32221

Severity—4 Source—MCMC Description—Number Format exception on reading MCMC event port from database.

32222

Severity—4 Source—MCMC Description—Cache Exception on reading MCMC event port from database.

1362

Contact Center Multimedia/Outbound

March 2008

Event codes

Event ID

Event details

32223

Severity—6 Source—MCMC Description—Cache event Port read from database: %1.

32224

Severity—6 Source—MCMC Description—Read from Database. Number of New Contacts: %1.

32225

Severity—6 Source—MCMC Description—Exception on reading contact from database. Contact External ID: %1.

32226

Severity—3 Source—MCMC Description—New Contact returned as Null from Database. Contact External ID: %1.

32227

Severity—3 Source—MCMC Description—Exception on synchronizing Buffers with database.

32228

Severity—3 Source—MCMC Description—Exception on reading contact data from database. Method Ref: %1.

32229

Severity—2 Source—MCMC Description—Exception on creating StateChange Listeners for provider. Exception Type: %1.

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1363

Event codes

Standard 7.23

Event ID

Event details

32230

Severity—2 Source—MCMC Description—Exception on adding Listeners to provider. Exception Type: %1

32231

Severity—6 Source—MCMC Description—Reading Contact from database. Contact ID: %1.

32232

Severity—2 Source—MCMC Description—Error reading contact from Database. Contact ID: %1.

32233

Severity—2 Source—MCMC Description—Exception on getting Peer. Exception Type: %1.

32234

Severity—2 Source—MCMC Description—ServiceProviderStaus event received. Status Type: %1.

32235

Severity—6 Source—MCMC Description—Updater restart method called to resync with CCMS.

32236

Severity—3 Source—MCMC Description—Exception on creating OutOfProviderAddress. Exception Type: %1.

1364

Contact Center Multimedia/Outbound

March 2008

Event codes

Event ID

Event details

32237

Severity—3 Source—MCMC Description—Error parsing data in database event for %1.

32238

Severity—2 Source—MCMC Description—Exception received from CCMS on Create/Drop contact for contact ID: %1.

32239

Severity—4 Source—MCMC Description—Exception received processing buffers in Updater for buffer number: %1.

32240

Severity—3 Source—MCMC Description—Exception on getting contact types setup on provider. Exception Type: %1.

32241

Severity—6 Source—MCMC Description—Cache Exception on reading CCMS server name from database.

32242

Severity—3 Source—MCMC Description—Error updating CmfProperies.xml configuration file.

32243

Severity—2 Source—MCMC Description—Error reading event on event connection to database.

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1365

Event codes

Standard 7.23

Event ID

Event details

61150

Event Type—Critical Severity—Critical Source—CCMM_LM_Service Label—In Grace Period, Time remaining = %np1 days, %np2 hrs of 10 days Code = %ads. Description—There has been a communication error. The current length of the grace period is displayed. There is a maximum of 10 days allowed. Resolution—There is a communication error between client application and the License Manager. License Manager server may not be started or there may be network problems. Contact Customer Support to get the Grace Period reset

61151

Event Type—Warning Severity—Major Source—CCMM_LM_Service Label—%nvs, Error Condition detected, Lock code = %ads Description—There has been a communication error. The current length of the grace period is displayed. There is a maximum of 10 days allowed. Resolution—Record the lock code. It is needed to reset the grace period. Contact Customer Support with lock code to reset the grace period.

61152

Event Type—Warning Severity—Minor Source—CCMM_LM_Service Label—Error Condition resolved for Client %nvs Description—The error condition between the License Manager and client has been resolved.

1366

Contact Center Multimedia/Outbound

March 2008

Event codes

Event ID

Event details

61153

Event Type—Warning Severity—Minor Source—CCMM_LM_Service Label—%nvs Not in Grace Period, Remaining = %np1 days, %np2 hrs of 10 days Code = %ads Description—Communication is okay. The length of time remaining in the grace period is displayed. Resolution—Contact Customer Support to get the grace period reset.

61154

Event Type—Warning Severity—Critical Source—CCMM_LM_Service Label—%nvs, Fatal Error in License refresh. Grace Period expired, Lock code = %ads Description—Grace period has expired due to the inability to communicate with the License Manager. Client application is shut down. Resolution—Record the error code. Contact Customer Support with error code to reset the grace period.

61155

Event Type—Warning Severity—Minor Source—CCMM_LM_Service Label—Client %nvs Resetting the Grace Period to 10 days.

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1367

Event codes

Standard 7.23

Event ID

Event details

61156

Event Type—Warning Severity—Minor Source—CCMM_LM_Service Label—Client %nvs Grace Period not reset as invalid lock code entered. Description—If attempting to reset the grace period, the code entered in the Reset Grace Period tool is incorrect. Resolution—Check that code entered is correct. Contact Customer support to get a new unlocking code

61157

Event Type—Warning Severity—Minor Source—CCMM_LM_Service Label—%nvs Grace Period remaining = %np1 days, %np2 hrs Description—The length of the time remaining in the grace period is displayed. Resolution—Contact Customer support to get an unlocking code.

1368

Contact Center Multimedia/Outbound

Appendix B

Feature licensing In this appendix Multimedia license codes

Installation and Maintenance Guide

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1369

Feature licensing

Standard 7.23

Multimedia license codes The License Manager service of Contact Center Multimedia communicates with the License Manager installed on Contact Center Manager Server to determine what licensed features are used. The two types of licensing are: „

Nodal licensing—The options in the license file apply to a single installation of Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit.

„

Corporate licensing—The options in the license file apply to a network of Contact Center Manager Server, Contact Center Manager Administration, Contact Center Multimedia, and Communication Control Toolkit.

The required Contact Center Manager Server license codes are listed in the table that follows. Licensed feature

License key

Open queue (nodal license)

LM_OQN

Open queue (corporate license)

LM_OQC

The Multimedia license codes are listed in the table that follows.

1370

Licensed feature

License key

Contact Center Manager Server (Nodal license)

LM_CCS200N or LM_CCS300N

Contact Center Manager Server (Corporate license)

CCS200C or CCS300C

Report Creation Wizard user

LM_RCW_USER

Communication Control Toolkit license

LM_CCT

Voice Devices Nodal

LM_VODN

Contact Center Multimedia/Outbound

March 2008

Feature licensing

Licensed feature

License key

Primary Multimedia server (nodal license)

LM_MMPN

Primary Multimedia server (corporate license)

LM_MMPC

Redundancy server (nodal license)

LM_MMSN

Redundancy server (corporate license)

LM_MMSC

Outbound server (nodal license)

LM_OBN

Outbound server (corporate license)

LM_OBC

Single site voice agent (nodal license)

LM_LOC_VOAN

Network site voice agent (nodal license)

LM_NET_VOAN

Single site voice agent (corporate license)

LM_LOC_VOAC

Network site voice agent (corporate license)

LM_NET_VOAC

Single site e-mail agent (nodal license)

LM_LOC_EMAN

Network site e-mail agent (nodal license)

LM_NET_EMAN

Single site e-mail agent (corporate license)

LM_LOC_EMAC

Network site e-mail agent (corporate license)

LM_NET_EMAC

Single site Web communications agent (nodal license)

LM_LOC_WCAN

Network site Web communications agent (nodal license)

LM_NET_WCAN

Single site Web communications agent (corporate license)

LM_LOC_WCAC

Network site Web communications agent (corporate license)

LM_NET_WCAC

Single site outbound agent (nodal license)

LM_LOC_OBAN

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Feature licensing

1372

Standard 7.23

Licensed feature

License key

Network site outbound agent (nodal license)

LM_NET_OBAN

Single site outbound agent (corporate license)

LM_LOC_OBAC

Network site outbound agent (corporate license)

LM_NET_OBAC

Contact Center Multimedia/Outbound

Appendix C

Contact life cycles In this appendix Overview

1374

Outbound contacts

1375

E-mail messages

1377

Web Communications contacts

1379

Installation and Maintenance Guide

1373

Contact life cycles

Standard 7.23

Overview This chapter contains diagrams showing the life cycle of the contacts in Contact Center Multimedia.

1374

Contact Center Multimedia/Outbound

March 2008

Contact life cycles

Outbound contacts The life cycle of an outbound contact is shown as follows:

1.

The contact is loaded into the Database from the outbound campaign. An administrator in your contact center creates an outbound campaign using the Outbound Campaign Management Tool accessed in Contact Center Manager Administration.

2.

The notification that the outbound contacts that are part of the campaign are received is passed to the Open Queue.

3.

The outbound calls are created as objects in Open Queue. The outbound script is applied, using information such as the skillset and priority and contact type assigned to the outbound campaign. From the script, it is determined which agent receives the contact.

4.

The contact is passed to the Communication Control Toolkit to present the contact to an agent.

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Contact life cycles

5.

Standard 7.23

The contact is presented to the agent in the Contact Center Agent Desktop. Associated contact data, such as contact information is passed to the Contact Center Agent Desktop along with the outbound call.

6.

Customer details for the contact are received from the Multimedia database through the Web services.

7.

The outbound call is initiated on the agent’s desktop using the dialing properties configured in the outbound campaign.

8.

The outbound call is established between the agent and the customer.

9.

Customer detail updates and additions to the contact history are stored in Multimedia database.

10. While the agent and customer are on the call the agent can use the agent script to enter information from the customer. The agent script is configured in the outbound campaign. 11. When the agent is finished with the call, the agent chooses a disposition code, and disconnects from the call to complete the contact. The disposition code is logged in the reports and determines whether the agent script is saved.

1376

Contact Center Multimedia/Outbound

March 2008

Contact life cycles

E-mail messages The life cycle of an e-mail message is shown as follows:

1.

The contact is loaded into the Database from the E-mail server. You configure recipient mailboxes and a polling interval in the Contact Center Multimedia Administrator tool (E-mail Manager). The E-mail Manager checks the corresponding mailboxes on the e-mail server at the specified polling interval. When new e-mail messages are found, they are moved into the Multimedia database.

2.

The notification that the e-mail contact is received is passed to the Open Queue. The E-mail Manager uses the regular default rules and your configured rules to assign a skillset, and priority to the contact. Some rules also sent an auto-response to the customer immediately, without interaction from the agent.

3.

The e-mail message is created as an object in Open Queue.

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Contact life cycles

Standard 7.23

The e-mail script is applied, using information such as the skillset and priority and contact type assigned to the e-mail message. From the script, it is determined which agent receives the contact. The contact information is also included in reports. 4.

The contact is passed to the Communication Control Toolkit to present the contact to an agent.

5.

The contact is presented to the agent in the Contact Center Agent Desktop.

6.

Associated contact data, such as the ID and contact information is passed to the Contact Center Agent Desktop along with the e-mail message.

7.

Customer details for the contact are received from the Multimedia database through the Web services.

8.

The agent replies are written to the Multimedia database through Web Services. The E-mail Manager polls the database for outgoing e-mail messages. Information about what e-mail address is used for replies to customers is configured in the Contact Center Multimedia Administrator E-mail Manager configuration. Customer detail updates, additions to the contact history, and contact ID information are stored in Multimedia database.

9.

The agent closes the e-mail contact by specifying a closed reason code, if closed reason codes are configured in the Contact Center Multimedia Administrator. Alternately, the agent can postpone the contact, forward the contact to another agent, or forward the contact to a person outside of the contact center. The agent then is reassigned the contact to complete it later.

1378

Contact Center Multimedia/Outbound

March 2008

Contact life cycles

Web Communications contacts The life cycle of a Web communications contact is shown as follows:

1.

The contact is loaded into the Database from the Web server. To initiate the contact, a customer clicks a text chat button on the customer interface of a Web site. Contact Center Multimedia shows a form where the customer can select the appropriate skillset and subject. When the customer chooses the chat option, Contact Center Multimedia ensures that there are agents logged on for that skillset, and puts the customer into Web-on-hold.

2.

The notification that a Web request is passed to the Open Queue. The Web communications script is applied, using information such as the skillset and priority and contact type assigned to the text chat. From the script, it is determined to which agent the contact is assigned. The contact information is also included in reports.

3.

The contact is passed to the Communication Control Toolkit to present the contact to an agent.

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Contact life cycles

4.

Standard 7.23

The contact is presented to the agent in the Contact Center Agent Desktop. To accept the contact, the agent clicks Accept. In the Agent Desktop, the left pane shows the customer details and history of all past interaction. The pane on the right shows the tools the agent can used for Web communications.

5.

Associated contact data, such as the ID and contact information is passed to the Contact Center Agent Desktop along with the text from the customer.

6.

Customer details for the contact are received from the Multimedia database through the Web services.

7.

The agent replies are written to the Multimedia database through Web services. The Web Communications Manager polls the database for text chat replies. Customer detail updates, additions to the contact history, and contact ID information are stored in Multimedia database.

1380

Contact Center Multimedia/Outbound

Appendix D

Change the names or IP addresses of servers In this appendix Overview

1382

Change the Contact Center Manager Server name

1383

Change the Contact Center Manager Server IP address

1397

Change the Contact Center Manager Standby Server name

1414

Change the Contact Center Manager Standby server IP address

1434

Change the co-resident server name

1458

Change the co-resident server IP address

1481

Change the Contact Center Manager Administration server name

1492

Change the Contact Center Manager Administration server IP address

1509

Change the Communication Control Toolkit server name

1516

Change the Communication Control Toolkit IP address

1526

Change the Contact Center Multimedia server name

1530

Change the Contact Center Multimedia IP address

1542

Change the Contact Center Multimedia Standby server name

1549

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Change the names or IP addresses of servers

Standard 7.23

Overview Contact Center 6.0 includes many server software applications that control the routing, handling, and reporting of contacts. This chapter describes the procedures required to change the computer name or IP address on each server in the Contact Center 6.0 suite. If you change the name or IP address of one server software application, you must update the other server applications in your contact center with the new information. ATTENTION

If your servers are all on a network, you can use a Domain Name Service (DNS) server to resolve name and IP address translations for your servers. If you do not use a DNS in your network, you must manually update the HOSTS file on every server in your network. This chapter provides the instructions for both a DNS and a non-DNS network. Ensure you follow the instructions appropriate for your network configuration. Your contact center can include the following set of server software applications, depending on your licensed features: „

Contact Center Manager Server

„

Contact Center License Manager server

„

Contact Center Manager Standby Server (and Replication Server)

„

Contact Center Manager Administration server

„

Communication Control Toolkit server

„

Contact Center Multimedia server

„

Contact Center Multimedia Standby server

You can install one or more server software applications on the same server.

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Change the Contact Center Manager Server name You can change the Contact Center Manager Server name if the new server name meets the following requirements: „

The name cannot be the same as any other computer or domain name in the network.

„

The name must contain 6 to 15 characters (A through Z, 0 through 9).

„

The first character of the name must be alphabetical.

„

No other characters are allowed. For example, the name cannot include any underscores (_).

„

Hyphens (-) are not permitted in the Contact Center Manager Server name.

After you change the Contact Center Manager Server name, you must update the other servers in the Contact Center suite to ensure the servers work together. If Contact Center Manager Server and Contact Center Manager Administration are installed on the same server, see “Change the co-resident server name” on page 1458. Complete the following tasks described in this section: 1.

Change the Contact Center Manager Server name within the operating system of Contact Center Manager Server.

2.

If you have a Domain Name Service (DNS) server in your network, update the DNS with the new server name of the Contact Center Multimedia/ Outbound.

3.

On the Contact Center Manager Administration server, update the server HOSTS file, if required, and configure the new Contact Center Manager Server name properties.

4.

Synchronize the name on the operating system with the Contact Center Manager Server name.

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5.

On the Communication Control Toolkit server, update the HOSTS file, if required, and configure the Content Management Framework for the new Contact Center Manager Server name.

6.

On the Contact Center Multimedia server, update the HOSTS file, if required. Also update the server settings with the new Contact Center Manager Server name, and License Manager server, if required.

Changing the Contact Center Manager Server name on the operating system 1

On the Contact Center Manager Server, select Start > Control Panel > System.

2

Click the Computer Name tab.

3

Click Change.

4

Enter the new server name.

5

Click OK. Result: The system prompts you to restart the server.

6

Click Yes. Result: The server restarts.

Updating the Domain Name Service server If you configure a Domain Name Service (DNS) server for name resolution in your network, you must contact your local network prime to update the DNS with the new computer name. To verify that the new IP address is up to date on the DNS, use the ping <server name> DOS command with the new server name to confirm that the system responds with the corresponding IP address.

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Synchronizing the operating system name with the Contact Center Manager Server name 1

Log on to the Contact Center Manager Server as Administrator.

2

From the Start menu, choose All Programs > Nortel Contact Center > Manager Server > Computer Name Sync. Result: The Contact Center Manager Server Computer Name Synchronization Utility dialog box appears.

3

Click OK. Result: The utility compares the server name with the database server name. If the names match, continue with step 5. If the names do not match, the following message appears.

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Click OK. Result: The utility shuts down the Contact Center Manager Server services and then synchronizes the server name with the database server name. When the process is complete, the following message appears.

5

Click OK. Result: The following dialog box appears.

6

Click OK.

7

Restart the server.

Updating the Contact Center Manager Administration server On the Contact Center Manager Administration server, after you change the Contact Center Manager Server name, you must update the HOSTS file if you do not have a DNS server. You must also configure the new server name in Contact Center Manager Administration.

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Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Manager Administration server with the new computer name. If you do have a DNS server, continue with “Changing the server name in the Administration tool” on page 1388. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Contact Center Manager Administration server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name. The HOSTS file in the following figure is a sample and does not indicate exactly how the HOSTS file is configured.

3

Update the file to reflect the new server name of the Contact Center Manager Server.

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If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file. 4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Changing the server name in the Administration tool You must update the Configuration component in Contact Center Manager Administration with the new Contact Center Manager Server name. 1

Log on to the Contact Center Manager Administration server as the webadmin user.

2

Launch the Configuration component.

3

In the left pane, right-click the Contact Center Manager Server name that you are changing.

4

Click Edit Properties. Result: The server name, IP address, logon ID, and password boxes are enabled.

5

Enter the new details and click Submit.

Updating the Communication Control Toolkit server On the Communication Control Toolkit server, after you change the Contact Center Manager Server name, you must update the HOSTS file if you do not have a DNS server. You must also configure the Contact Management Framework with the new server name.

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Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on Communication Control Toolkit server with the new computer name. If you do have a DNS server, proceed with “Configuring the Contact Management Framework settings” on page 1389. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Communication Control Toolkit server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor.

3

Update the file to reflect the new server name of the Contact Center Manager Server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Configuring the Contact Management Framework settings Update the Contact Management Framework component in Communication Control Toolkit with the new Contact Center Manager Server name. 1

Log on to the Communication Control Toolkit server.

2

Open the NCCT 6.0 Console by clicking Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console.

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3

Expand NCCT Admin.

4

Double-click CCT Server in the right pane of the NCCT 6.0 Console. Result: The CCT Server Properties dialog box appears.

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Click the CMF Configuration tab. Result: The CMF Configuration page appears.

6

In the CCMS Server Name box, type the new name of the Contact Center Manager Server.

7

Click Apply to save the Contact Management Framework settings.

8

Click OK to close the window.

9

Restart the services on the Communication Control Toolkit server by performing the following steps: a. Log on to the Communication Control Toolkit server as Administrator. b. On the NCCT 6.0 Console, expand NCCT Maintenance. c. In the left pane, click Services.

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d. In the right pane of the NCCT 6.0 Console, double-click Services. Result: The Services dialog box appears.

e. Click

to stop the services.

f.

to restart the services.

Click

g. The services are restarted.

Updating the Contact Center Multimedia server On the Contact Center Multimedia server, after you change the Contact Center Manager Server name, you must update the HOSTS file if you do not have a DNS server and then configure the server settings in the Multimedia Administrator application.

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Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Multimedia server with the new Contact Center Manager Server name. If you do have a DNS server, proceed with “Configuring the server settings” on page 1393. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Contact Center Multimedia server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor.

3

Update the file to reflect the new server name of the Contact Center Manager Server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Configuring the server settings You must update the server settings in the Contact Center Multimedia Administrator with the new Contact Center Manager Server name and then restart the Multimedia services. 1

Log on to the Contact Center Multimedia server.

2

Log on to the Contact Center Multimedia Administrator using an administration user ID and password.

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3

In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia.

4

Expand General Administration.

5

Double-click Server Settings. Result: The Server Settings dialog box appears.

6

Click Contact Center Manager Server to select it.

7

Click Edit. Result: The Server Properties dialog box appears.

8

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Click Save. Result: A warning appears describing potential errors for changing this server.

10

Click OK.

11

If the License Manager server is installed on the same server as Contact Center Manager Server, in the Server Settings window, click Contact Center License Server.

12

Click Edit. Result: The Server Properties dialog box appears.

13

In the Server Name box, change the name of the Contact Center License Manager server.

14

If you have a backup Contact Center License Manager server, type the name in the Backup Server box.

15

Click Save. Result: A warning appears describing potential errors for changing this server. Click OK to accept.

16

Restart the Multimedia services using the following steps: a. On the Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

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b. Click Stop All. c. Click Start All. d. Click Exit to close the CCMM Service Control window.

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Change the Contact Center Manager Server IP address This section describes how to change the Contact Center Manager Server IP address of a Nortel server subnet and an ELAN subnet. If Contact Center Manager Server and Contact Center Manager Administration is installed on the same server, see “Change the co-resident server IP address” on page 1481. Nortel server subnet If you are changing the IP address of a Nortel server subnet, you must complete the following tasks: 1.

Change the Contact Center Manager Server IP address on the Contact Center Manager Server.

2.

Update the Contact Center Manager Server IP address in the Server Configuration Utility.

3.

If you have a Domain Name Service (DNS) server in your network, update the DNS with the IP address of Contact Center Manager Server and License Manager.

4.

If you are using a Network Control Center, on the Network Control Center, update the Contact Center Manager Server IP address.

5.

On the Contact Center Manager Administration server, update the HOSTS file, if required, and configure the Contact Center Manager Server IP address.

6.

On the Communication Control Toolkit server, update the HOSTS file, if required, the license information, the TAPI settings and restart the services.

7.

On the Contact Center Multimedia server, update the HOSTS file, if required.

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ELAN subnet If you are changing the IP address of an ELAN subnet card, you must change the ELAN subnet IP address on the Contact Center Manager Server. See “Changing the ELAN subnet IP address on the Contact Center Manager Server” on page 1412.

Changing the Nortel server subnet IP address in the operating system Complete the following procedure if you change the Nortel server subnet IP address. 1

Log on to the Contact Center Manager Server.

2

From the Start menu, select Programs > Nortel Contact Center > Manager Server > Shutdown. Result: A dialog box appears prompting you to shut down services.

3

Click OK. Result: The services shut down.

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4

Click Accept.

5

From the Start menu, select Control Panel.

6

Right-click Network Connections.

7

Right-click the LAN connection of the Nortel server subnet network interface card, and then click Properties.

8

Select Internet Protocol (TCP/IP), and then click Properties.

9

Enter the new IP address, and then click OK.

10

In the Properties window, click Close.

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Configure the Contact Center Manager Server with the new IP address 1

From the Start menu, choose All Programs > Nortel Contact Center > Manager Server > Server Setup Configuration. Result: The following dialog box appears. This dialog box remains open for 20 to 30 seconds.

If you have a co-resident License Manager, an Information dialog box appears.

2

If the Information dialog box appears, click Continue. Result: The Server Setup Configuration Utility initializes.

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3

Click the Local Area Network IP tab.

4

From the IP Address list, select the new Nortel server subnet IP address.

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5

If the License Manager server is installed with Contact Center Manager Server, click the License Manager tab.

6

Verify that the Primary License Manager IP Address is the new Contact Center Manager Server IP Address.

7

Click OK.

8

Click Yes to start the Server Setup Configuration Utility. Result: The Server Setup Configuration Utility starts. This takes 10 to 15 minutes to complete. A message box confirms the configuration is complete.

9

Click OK. Result: The system prompts you to restart the server.

10

Click Yes.

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Updating the Domain Name Service server If you configure a Domain Name Service (DNS) server for name resolution in your network, you must contact your local network prime to update the DNS with the new IP address of the Contact Center Manager Server. ATTENTION

Consult your network administrator to ensure your DNS is updated with the new IP address of your Contact Center Multimedia/Outbound. If you do not have a DNS server in your network, you must update the hosts file on the servers as described in the following steps to reflect this change. To verify that the new IP address is up to date on the DNS, use the ping <server name> DOS command with the server name to confirm that the system responds with the corresponding IP address.

Updating the Network Control Center server If you have a network of Contact Center Manager Servers connected to a Network Control Center server, you must update the IP address for the Contact Center Manager Server on the Network Control Center server.

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1

On the Network Control Center server, from the Start menu, select Run.

2

In the Open box, type nbconfig -admin.

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Press Enter. Result: The Nbconfig dialog box appears.

4

Click the Site Table tab.

5

On the Site Table tab, select the site name and click Edit. Result: The Edit Site dialog box appears.

6

In the CLAN IP Address box, type the new IP address.

7

Click OK.

8

On the Nbconfig dialog box, click Verify. Result: The Network Control Center server synchronizes with the Contact Center Manager Server and updates the IP address.

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9

On the Nbconfig dialog box, click OK.

10

Verify that the correct IP address appears in the Site Table tab.

11

Click OK to close all windows.

Updating the Contact Center Manager Administration server On the Contact Center Manager Administration server, after you change the Contact Center Manager Server IP address, you must update the HOSTS file if you do not have a DNS server and configure the new IP address in Contact Center Manager Administration. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Manager Administration server with the new IP address. If you do have a DNS server, continue with “Changing the Contact Center Manager Administration server” on page 1405. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003.

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1

On the Contact Center Manager Administration server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name. The HOSTS file in the following figure is a sample and does not indicate exactly how the HOSTS file is configured.

3

Update the file to reflect the new IP address of the Contact Center Manager Server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Changing the Contact Center Manager Administration server Update the IP address of the Contact Center Manager Server in Contact Center Manager Administration.

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1

Log on to the Contact Center Manager Administration server as the webadmin user.

2

Open the Configuration component.

3

In the left pane, right-click the name of the updated Contact Center Manager Server.

4

Click Edit Properties.

5

In the IP Address box, type the new IP address.

6

Click Submit.

7

Click Launchpad > Logout to exit.

Changing the License Manager IP address on Contact Center Manager Administration If the License Manager server is installed on the same server as Contact Center Manager Server, use this procedure to modify the primary or secondary License Manager server IP address. 1

Log on to the Contact Center Manager Administration server.

2

Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.

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In the right pane, click the LM Service Configuration icon. Result: The LM Service – Configuration Setup dialog box appears.

4

In the Primary License Manager Server's IP Address box, type the new IP address.

5

Click OK to submit the information. Result: The Configuration Setup Completed dialog box appears.

6

Click OK. Result: A message box appears, prompting you to restart the License Manager service.

7

Click Yes to restart the License Manager service. Result: A message box appears telling you that the License Manager service has restarted.

8

Click OK.

9

Click File > Exit to close the window.

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Updating the Communication Control Toolkit server On the Communication Control Toolkit server, after you change the Contact Center Manager Server IP address, you must update the HOSTS file if you do not have a DNS server then update the License Manager IP address, configure TAPI, and restart all Communication Control Toolkit services. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Communication Control Toolkit server with the new IP address. If you do have a DNS server, proceed with “Updating the Communication Control Toolkit license” on page 1409. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Communication Control Toolkit server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

Update the file to reflect the new IP address of the Contact Center Manager Server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

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Updating the Communication Control Toolkit license If the License Manager server is co-resident with the Contact Center Manager Server, use the following procedure to configure the License Manager IP address for the Communication Control Toolkit server. 1

Log on to the Communication Control Toolkit server.

2

Open the NCCT 6.0 Console by clicking Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console.

3

Expand NCCT Admin.

4

In the right pane of the NCCT 6.0 Console, double-click CCT Server. Result: The CCT Server Properties dialog box appears.

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Click the Licensing tab. Result: The Licensing page appears.

6

Under Primary License Manager Server, in the IP Address box, type the new IP address.

7

Click File > Exit to close the NCCT 6.0 Console. If prompted, save the Console settings.

Changing the TAPI SP host address setting If your Communication Control Toolkit server Telephony Application Programming Interface (TAPI) points to your Contact Center Manager Server, change the IP address in the TAPI Meridian 1 configuration.

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1

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From the Start menu, select All Programs > Nortel > Symposium TAPI Provider > Configure Database. Result: The Symposium TAPI SP for Meridian 1 Configuration window appears.

2

Click the Meridian 1 Host tab.

3

In the Host Address box, type the new Nortel server subnet IP address for the Contact Center Manager Server.

4

Click OK.

Restart all Communication Control Toolkit services Restart all services, including Telephony, ACDProxy, and all Communication Control Toolkit services. 1

From the Start menu, select All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console.

2

Expand NCCT Maintenance.

3

Select Services.

4

In the right pane, double-click Services. Result: The Services Properties dialog box appears.

5

Click Restart All.

6

Click OK.

7

Click File > Exit to close the NCCT 6.0 Console. If prompted, save the Console settings.

Updating the Contact Center Multimedia server On the Contact Center Multimedia server, after you change the Contact Center Manager Server IP address, you must update the HOSTS file if you do not have a DNS server.

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Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Multimedia server with the new IP address. If you do have a DNS server, updating your Contact Center suite is complete. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Contact Center Multimedia server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

Update the file to reflect the new IP address of the Contact Center Manager Server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Changing the ELAN subnet IP address on the Contact Center Manager Server Complete the following procedure if you change the ELAN subnet IP address.

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1

Log on to the Contact Center Manager Server.

2

From the Start menu, select Programs > Nortel Contact Center > Manager Server > Shutdown. Result: A dialog box appears prompting you to shut down services.

3

Click OK. Result: The services shut down.

4

Click Accept.

5

From the Start menu, choose Control Panel.

6

Right-click Network Connections.

7

Right-click the LAN connection on the ELAN subnet network interface card, and then click Properties.

8

Select Internet Protocol (TCP/IP), and then click Properties.

9

Enter the new IP address, and then click OK.

10

On the Properties window, click Close.

11

From the Start menu, select All Programs > Nortel Contact Center > Manager Server > Server Setup Configuration.

12

Click the Local Area Network IP tab.

13

On the IP Address list, select the new ELAN IP address.

14

Click OK.

15

Click Yes to start the Server Setup Configuration Utility. Result: The Server Setup Configuration Utility launches. This takes 10 to 15 minutes to complete. A dialog box confirms the configuration is complete.

16

Click OK. Result: The system prompts you to restart the server.

17

Click Yes.

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Change the Contact Center Manager Standby Server name This section describes how to change the Contact Center Manager Standby server name. Because the Contact Center Manager Standby Server software uses three servers, you can change the name on one or more separate servers. For example, you can do one of the following: „

change the Active Server name

„

change the Standby Server name

„

change the Replication Server name

„

change the Active Server, Standby Server, and Replication Server name

If you change the name of any of the Contact Center Manager Standby servers, you do not have to disable the replication process. If you change the Active Server name, the Standby Server name, or the Replication Server name, you must update the Replication Server name on all servers.

Changing the Active Server name To change the Active Server name, complete the following procedure. 1

On the Replication Server, remove the warm standby configuration on the Replication Server using the following steps: a. On the Start menu, click Program > Nortel Contact Center > Replication Server > Replication Server Management. Result: The Replication Server Management dialog box appears. b. Select the servers that are being replicated, and then click Remove. Result: The Confirm Remove dialog box appears. c. Click Yes. Result: The replication between the Active Server and the Standby Server is stopped. The Warm Standby configuration is removed. The contact center data is intact on both servers.

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d. Click Done. 2

On the Active Server, change the Active Server name using the following steps: a. On the Active Server, select Start > Control Panel > System. b. Click the Computer Name tab. c. Click Change. d. Enter the new server name. e. Click OK. Result: The system prompts you to restart the server. f.

Click Yes. Result: The server restarts.

3

On the Active Server, update the Active Server name on all of the other servers using the procedures in “Changing the Contact Center Manager Server name” on page 1421.

4

Restart the Active Server.

5

Ensure that you can ping the Replication Server.

6

On the Replication Server, recreate the warm standby configuration on the Replication Server with the new Active Server IP address using the following steps: a. Click Start > Programs > Nortel Contact Center > Replication Server > Replication Server Management. Result: The Replication Server Management dialog box appears. b. Click Create. Result: The Warm Standby Servers dialog box appears. c. In the Primary CCMS box, type the name and Nortel server subnet IP address for the Primary Server. d. In the Secondary CCMS box, type the name and Nortel server subnet IP address for the Secondary Server, and click OK. Result: The Warm Standby configuration takes several minutes. At the end of the process, the Initialize Standby CCMS Database dialog box appears.

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e. Back up the Active CCMS database and restore it on the Standby Server. For more information about backing up and restoring the CCMS database, see the Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server. f.

Click OK.

Changing the Standby Server name To change the Standby Server name, complete the following procedure. 1

On the Replication Server, remove the warm standby configuration on the Replication Server using the following steps: a. On the Start menu, click Program > Nortel Contact Center > Replication Server > Replication Server Management. Result: The Replication Server Management dialog box appears. b. Select the servers that are being replicated, and then click Remove. Result: The Confirm Remove dialog box appears. c. Click Yes. Result: The replication between the Active Server and the Standby Server is stopped. The Warm Standby configuration is removed. The contact center data is intact on both servers. d. Click Done.

2

On the Standby Server, change the Standby Server name using the following steps: a. On the Standby Server, select Start > Control Panel > System. b. Click the Computer Name tab. c. Click Change. d. Enter the new server name. e. Click OK. Result: The system prompts you to restart the server. f.

Click Yes. Result: The server restarts.

3

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4

Ensure that you can ping the Replication Server.

5

On the Replication Server, recreate the warm standby configuration on the Replication Server with the new Active Server IP address using the following steps: a. Click Start > Programs > Nortel Contact Center > Replication Server > Replication Server Management. Result: The Replication Server Management dialog box appears. b. Click Create. Result: The Warm Standby Servers dialog box appears. c. In the Primary CCMS box, type the name and Nortel server subnet IP address for the Primary Server. d. In the Secondary CCMS box, type the name and Nortel server subnet IP address for the Secondary Server, and click OK. Result: The Warm Standby configuration takes several minutes. At the end of the process, the Initialize Standby CCMS Database dialog box appears. e. Back up the Active CCMS database and restore it on the Standby Server. For more information about backing up and restoring the CCMS database, see the Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server. f.

Click OK.

Changing the Replication Server name To change the Replication Server name, complete the following procedure. On the Replication Server 1

2

Click Start > Administrative Tools > Services to shut down the following Replication Server services: „

Sybase REP_<Server Name>_RS

„

Sybase SQLServer_<Server Name>

„

Sybase BCKServer_<Server Name>_BS (if it is running)

„

CC Rep Service

Change the Replication Server name using the following steps:

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a. On the Replication Server, select Start > Control Panel > System. b. Click the Computer Name tab. c. Click Change. d. Enter the new server name. e. Click OK. Result: The system prompts you to restart the server. f.

Click Yes. Result: The server restarts.

3

4

Click Start > Administrative Tools > Services to restart the following services: „

Sybase BCKServer_<Server Name>_BS (if it was running)

„

Sybase SQLServer_<Server Name>

„

Sybase REP_<Server Name>_RS

„

CC Rep Service

Ensure that you can ping both the Standby and Active Servers.

On the Active Server 5

In the Server Setup Configuration Utility, change the Replication Server name on the Database Replication tab.

6

Restart the server.

7

Ensure that you can ping the Replication Server.

On the Standby Server 8

In the Server Setup Configuration Utility, change the Replication Server name on the Database Replication tab.

9

Restart the server.

10

Ensure that you can ping the Replication Server.

Changing the name of all three servers To change the Active Server name, the Standby Server name, and the Replication Server name, complete the following procedures.

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On the Replication Server 1

2

Click Start > Administrative Tools > Services to shut down the following Replication Server services: „

Sybase REP_<Server Name>_RS

„

Sybase SQLServer_<Server Name>

„

Sybase BCKServer_<Server Name>_BS (if it is running)

„

CC Rep Service

Change the Replication Server name using the following steps: a. On the Replication Server, select Start > Control Panel > System. b. Click the Computer Name tab. c. Click Change. d. Enter the new server name. e. Click OK. Result: The system prompts you to restart the server. f.

Click Yes. Result: The server restarts.

3

Click Start > Administrative Tools > Services to restart the following services: „

Sybase BCKServer_<Server Name>_BS (if it was running)

„

Sybase SQLServer_<Server Name>

„

Sybase REP_<Server Name>_RS

„

CC Rep Service

4

Ensure that you can ping both the Standby and Active Servers.

5

On the Replication Server, recreate the warm standby configuration on the Replication Server with the new Active Server IP address using the following steps: a. Click Start > Programs > Nortel Contact Center > Replication Server > Replication Server Management. Result: The Replication Server Management dialog box appears.

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b. Click Create. Result: The Warm Standby Servers dialog box appears. c. In the Primary CCMS box, type the name and Nortel server subnet IP address for the Primary Server. d. In the Secondary CCMS box, type the name and Nortel server subnet IP address for the Secondary Server, and click OK. Result: The Warm Standby configuration takes several minutes. At the end of the process, the Initialize Standby CCMS Database dialog box appears. e. Back up the Active CCMS database and restore it on the Standby Server. For more information about backing up and restoring the CCMS database, see the Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server. f.

Click OK.

On the Active Server 6

Change the name of the Active Server using the following steps:

7

Change the Active Server name using the following steps: a. On the Active Server, select Start > Control Panel > System. b. Click the Computer Name tab. c. Click Change. d. Enter the new server name. e. Click OK. Result: The system prompts you to restart the server. f.

Click Yes. Result: The server restarts.

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8

Change the name of the Active Server on the other servers in the contact center using the procedures in “Changing the Contact Center Manager Server name” on page 1421.

9

In the Server Setup Configuration Utility, change the Replication Server name on the Database Replication tab.

10

Restart the server.

11

Ensure that you can ping the Replication Server. Contact Center Multimedia/Outbound

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On the Standby Server 12

Change the Standby Server name using the following steps: a. On the Standby Server, select Start > Control Panel > System. b. Click the Computer Name tab. c. Click Change. d. Enter the new server name. e. Click OK. Result: The system prompts you to restart the server. f.

Click Yes. Result: The server restarts.

13

In the Server Setup Configuration Utility, change the Replication Server IP address on the Database Replication tab.

14

Restart the server.

15

Ensure that you can ping the Replication Server.

Changing the Contact Center Manager Server name Complete the following tasks described in this section: 1.

If you have a Domain Name Service (DNS) server in your network, update the DNS with the new server name of the Contact Center Multimedia/ Outbound.

2.

On the Contact Center Manager Administration server, update the server HOSTS file, if required, and configure the new Contact Center Manager Server name properties.

3.

Synchronize the name on the operating system with the Contact Center Manager Server name.

4.

On the Communication Control Toolkit server, update the HOSTS file, if required, and configure the Content Management Framework for the new Contact Center Manager Server name.

5.

On the Contact Center Multimedia server, update the HOSTS file, if required. Also update the server settings with the new Contact Center Manager Server name, and License Manager server, if required.

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Updating the Domain Name Service server If you configure a Domain Name Service (DNS) server for name resolution in your network, you must contact your local network prime to update the DNS with the new computer name. To verify that the new IP address is up to date on the DNS, use the ping <server name> DOS command with the new server name to confirm that the system responds with the corresponding IP address.

Synchronizing the operating system name with the Contact Center Manager Server name On the Replication Server, the Active Server, and the Standby Server, depending on which server name you changed, perform the following steps: 1

Log on to the Contact Center Manager Server as Administrator.

2

From the Start menu, choose All Programs > Nortel Contact Center > Manager Server > Computer Name Sync. Result: The Contact Center Manager Server Computer Name Synchronization Utility dialog box appears.

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Click OK. Result: The utility compares the server name with the database server name. If the names match, continue with step 5. If the names do not match, the following message appears.

4

Click OK. Result: The utility shuts down the Contact Center Manager Server services and then synchronizes the server name with the database server name. When the process is complete, the following message appears.

5

Click OK. Result: The following dialog box appears.

6

Click OK.

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7

Standard 7.23

Restart the server.

Updating the Contact Center Manager Administration server On the Contact Center Manager Administration server, after you change the Contact Center Manager Server name, you must update the HOSTS file if you do not have a DNS server. You must also configure the new server name in Contact Center Manager Administration. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Manager Administration server with the new computer name. If you do have a DNS server, continue with “Changing the server name in the Administration tool” on page 1425. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003.

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1

On the Contact Center Manager Administration server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name. The HOSTS file in the following figure is a sample and does not indicate exactly how the HOSTS file is configured.

3

Update the file to reflect the new server name of the Contact Center Manager Server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Changing the server name in the Administration tool You must update the Configuration component in Contact Center Manager Administration with the new Contact Center Manager Server name.

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1

Log on to the Contact Center Manager Administration server as the webadmin user.

2

Launch the Configuration component.

3

In the left pane, right-click the Contact Center Manager Server name that you are changing.

4

Click Edit Properties. Result: The server name, IP address, logon ID, and password boxes are enabled.

5

Enter the new details and click Submit.

Updating the Communication Control Toolkit server On the Communication Control Toolkit server, after you change the Contact Center Manager Server name, you must update the HOSTS file if you do not have a DNS server. You must also configure the Contact Management Framework with the new server name. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on Communication Control Toolkit server with the new computer name. If you do have a DNS server, proceed with “Configuring the Contact Management Framework settings” on page 1427. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Communication Control Toolkit server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor.

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Update the file to reflect the new server name of the Contact Center Manager Server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Configuring the Contact Management Framework settings Update the Contact Management Framework component in Communication Control Toolkit with the new Contact Center Manager Server name. 1

Log on to the Communication Control Toolkit server.

2

Open the NCCT 6.0 Console by clicking Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console.

3

Expand NCCT Admin.

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Standard 7.23

Double-click CCT Server in the right pane of the NCCT 6.0 Console. Result: The CCT Server Properties dialog box appears.

5

Click the CMF Configuration tab. Result: The CMF Configuration page appears.

6

In the CCMS Server Name box, type the new name of the Contact Center Manager Server.

7

Click Apply to save the Contact Management Framework settings.

8

Click OK to close the window.

9

Restart the services on the Communication Control Toolkit server by performing the following steps: a. Log on to the Communication Control Toolkit server as Administrator.

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b. On the NCCT 6.0 Console, expand NCCT Maintenance. c. In the left pane, click Services. d. In the right pane of the NCCT 6.0 Console, double-click Services. Result: The Services dialog box appears.

e. Click

to stop the services.

f.

to restart the services.

Click

g. The services are restarted.

Updating the Contact Center Multimedia server On the Contact Center Multimedia server, after you change the Contact Center Manager Server name, you must update the HOSTS file if you do not have a DNS server and then configure the server settings in the Multimedia Administrator application. Installation and Maintenance Guide

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Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Multimedia server with the new Contact Center Manager Server name. If you do have a DNS server, proceed with “Configuring the server settings” on page 1430. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Contact Center Multimedia server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor.

3

Update the file to reflect the new server name of the Contact Center Manager Server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Configuring the server settings You must update the server settings in the Contact Center Multimedia Administrator with the new Contact Center Manager Server name and then restart the Multimedia services.

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1

Log on to the Contact Center Multimedia server.

2

Log on to the Contact Center Multimedia Administrator using an administration user ID and password. Contact Center Multimedia/Outbound

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3

In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia.

4

Expand General Administration.

5

Double-click Server Settings. Result: The Server Settings dialog box appears.

6

Click Contact Center Manager Server to select it.

7

Click Edit. Result: The Server Properties dialog box appears.

8

In the Server Name box, change the name of the Contact Center Manager Server.

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Standard 7.23

Click Save. Result: A warning appears describing potential errors for changing this server.

10

Click OK.

11

If the License Manager server is installed on the same server as Contact Center Manager Server, in the Server Settings window, click Contact Center License Server.

12

Click Edit. Result: The Server Properties dialog box appears.

13

In the Server Name box, change the name of the Contact Center License Manager server.

14

If you have a backup Contact Center License Manager server, type the name in the Backup Server box.

15

Click Save. Result: A warning appears describing potential errors for changing this server. Click OK to accept.

16

Restart the Multimedia services using the following steps: a. On the Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

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b. Click Stop All. c. Click Start All. d. Click Exit to close the CCMM Service Control window.

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Change the Contact Center Manager Standby server IP address This section describes how to change the Contact Center Manager Standby server IP address. Because the Contact Center Manager Standby Server software uses three servers, you can change the IP address on one or more servers. For example, you can do one of the following: „

change the Active Server IP address

„

change the Standby Server IP address

„

change the Replication Server IP address

„

change the Active Server, Standby Server, and Replication Server IP addresses

If you change the IP address on either the Active and Standby Servers in Contact Center Manager Standby Server, you must perform steps to remove and recreate the warm standby configuration on the Replication Server. Any one of the IP address changes means that you must stop the replication process, perform all of the steps required to change the IP address of the Contact Center Manager Standby Server, and then update the IP address on the other servers in your contact center.

Changing the Active Server IP address To change the Active Server IP address, complete the following procedure. 1

On the Replication Server, remove the warm standby configuration on the Replication Server using the following steps: a. On the Start menu, click Program > Nortel Contact Center > Replication Server > Replication Server Management. Result: The Replication Server Management dialog box appears. b. Select the servers that are being replicated, and then click Remove. Result: The Confirm Remove dialog box appears.

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c. Click Yes. Result: The replication between the Active Server and the Standby Server is stopped. The Warm Standby configuration is removed. The contact center data is intact on both servers. d. Click Done. 2

On the Active Server, change the Active Server IP address using the procedures in “Changing the Contact Center Manager Server IP address” on page 1441, depending on your Nortel server subnet or ELAN subnet configuration.

3

Restart the Active Server.

4

Ensure that you can ping the Replication Server.

5

On the Replication Server, recreate the warm standby configuration on the Replication Server with the new Active Server IP address using the following steps: a. Click Start > Programs > Nortel Contact Center > Replication Server > Replication Server Management. Result: The Replication Server Management dialog box appears. b. Click Create. Result: The Warm Standby Servers dialog box appears. c. In the Primary CCMS box, type the name and Nortel server subnet IP address for the Primary Server. d. In the Secondary CCMS box, type the name and Nortel server subnet IP address for the Secondary Server, and click OK. Result: The Warm Standby configuration takes several minutes. At the end of the process, the Initialize Standby CCMS Database dialog box appears. e. Back up the Active CCMS database and restore it on the Standby Server. For more information about backing up and restoring the CCMS database, see the Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server. f.

Click OK.

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Changing the Standby Server IP address To change the Standby Server IP address, complete the following procedure. 1

On the Replication Server, remove the warm standby configuration on the Replication Server using the following steps: a. On the Start menu, click Program > Nortel Contact Center > Replication Server > Replication Server Management. Result: The Replication Server Management dialog box appears. b. Select the servers that are being replicated, and then click Remove. Result: The Confirm Remove dialog box appears. c. Click Yes. Result: The replication between the Active Server and the Standby Server is stopped. The Warm Standby configuration is removed. The contact center data is intact on both servers. d. Click Done.

2

On the Standby Server, change the IP address of the Standby Server using the procedures in “Changing the Contact Center Manager Server IP address” on page 1441, depending on your Nortel server subnet or ELAN subnet configuration.

3

Restart the Standby Server.

4

Ensure that you can ping the Replication Server.

5

On the Replication Server, recreate the warm standby configuration on the Replication Server with the new Active Server IP address using the following steps: a. Click Start > Programs > Nortel Contact Center > Replication Server > Replication Server Management. Result: The Replication Server Management dialog box appears. b. Click Create. Result: The Warm Standby Servers dialog box appears. c. In the Primary CCMS box, type the name and Nortel server subnet IP address for the Primary Server.

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d. In the Secondary CCMS box, type the name and Nortel server subnet IP address for the Secondary Server, and click OK. Result: The Warm Standby configuration takes several minutes. At the end of the process, the Initialize Standby CCMS Database dialog box appears. e. Back up the Active CCMS database and restore it on the Standby Server. For more information about backing up and restoring the CCMS database, see the Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server. f.

Click OK.

Changing the Replication Server IP address To change the Replication Server IP address, complete the following procedure. On the Replication Server 1

On the Replication Server, remove the warm standby configuration on the Replication Server using the following steps: a. On the Start menu, click Program > Nortel Contact Center > Replication Server > Replication Server Management. Result: The Replication Server Management dialog box appears. b. Select the servers that are being replicated, and then click Remove. Result: The Confirm Remove dialog box appears. c. Click Yes. Result: The replication between the Active Server and the Standby Server is stopped. The Warm Standby configuration is removed. The contact center data is intact on both servers. d. Click Done.

2

Click Start > Administrative Tools > Services to shut down the following Replication Server services: „

Sybase REP_<Server Name>_RS

„

Sybase SQLServer_<Server Name>

„

Sybase BCKServer_<Server Name>_BS (if it is running)

„

CC Rep Service

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3

Use the Windows Network Connection interface to change the Replication Server IP address.

4

Click Start > Administrative Tools > Services to restart the following services:

5

„

Sybase BCKServer_<Server Name>_BS (if it was running)

„

Sybase SQLServer_<Server Name>

„

Sybase REP_<Server Name>_RS

„

CC Rep Service

Ensure that you can ping both the Standby and Active Servers.

On the Active Server 6

In the Server Setup Configuration Utility, change the Replication Server IP address on the Database Replication tab.

7

Restart the server.

8

Ensure that you can ping the Replication Server.

On the Standby Server 9

In the Server Setup Configuration Utility, change the Replication Server IP address on the Database Replication tab.

10

Restart the server.

11

Ensure that you can ping the Replication Server.

On the Replication Server 12

On the Replication Server, recreate the warm standby configuration on the Replication Server with the new Active Server IP address using the following steps: a. Click Start > Programs > Nortel Contact Center > Replication Server > Replication Server Management. Result: The Replication Server Management dialog box appears. b. Click Create. Result: The Warm Standby Servers dialog box appears. c. In the Primary CCMS box, type the name and Nortel server subnet IP address for the Primary Server.

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d. In the Secondary CCMS box, type the name and Nortel server subnet IP address for the Secondary Server, and click OK. Result: The Warm Standby configuration takes several minutes. At the end of the process, the Initialize Standby CCMS Database dialog box appears. e. Back up the Active CCMS database and restore it on the Standby Server. For more information about backing up and restoring the CCMS database, see the Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server. f.

Click OK.

Changing the IP address of all three servers To change the Active Server IP address, the Standby Server IP address, and the Replication Server IP address, complete the following procedures. On the Replication Server 1

On the Replication Server, remove the warm standby configuration on the Replication Server using the following steps: a. On the Start menu, click Program > Nortel Contact Center > Replication Server > Replication Server Management. Result: The Replication Server Management dialog box appears. b. Select the servers that are being replicated, and then click Remove. Result: The Confirm Remove dialog box appears. c. Click Yes. Result: The replication between the Active Server and the Standby Server is stopped. The Warm Standby configuration is removed. The contact center data is intact on both servers. d. Click Done.

2

Click Start > Administrative Tools > Services to shut down the following Replication Server services: „

Sybase REP_<Server Name>_RS

„

Sybase SQLServer_<Server Name>

„

Sybase BCKServer_<Server Name>_BS (if it is running)

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CC Rep Service

3

Use the Windows Network Connection interface to change the Replication Server IP address.

4

Click Start > Administrative Tools > Services to restart the following services:

5

„

Sybase BCKServer_<Server Name>_BS (if it was running)

„

Sybase SQLServer_<Server Name>

„

Sybase REP_<Server Name>_RS

„

CC Rep Service

Ensure that you can ping both the Standby and Active Servers.

On the Active Server 6

Change the IP address of the Active Server using the procedures in “Changing the Contact Center Manager Server IP address” on page 1441, depending on your Nortel server subnet or ELAN subnet configuration.

7

In the Server Setup Configuration Utility, on the Local Area Network IP tab, change the Nortel Server Subnet IP address or the ELAN Subnet IP address to the new address defined, depending on which address you are changing.

8

In the Server Setup Configuration Utility, change the Replication Server IP address on the Database Replication tab.

9

Restart the server.

10

Ensure that you can ping the Replication Server.

On the Standby Server

1440

11

Change the Standby Server IP address using the procedures in “Changing the Contact Center Manager Server IP address” on page 1441, depending on your Nortel server subnet or ELAN subnet configuration.

12

In the Server Setup Configuration Utility, on the Local Area Network IP tab, change the Nortel Server Subnet IP address or the ELAN Subnet IP address to the new address defined, depending on which address you are changing.

13

In the Server Setup Configuration Utility, change the Replication Server IP address on the Database Replication tab.

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14

Restart the server.

15

Ensure that you can ping the Replication Server.

On the Replication Server 16

On the Replication Server, recreate the warm standby configuration on the Replication Server with the new Active Server IP address using the following steps: a. Click Start > Programs > Nortel Contact Center > Replication Server > Replication Server Management. Result: The Replication Server Management dialog box appears. b. Click Create. Result: The Warm Standby Servers dialog box appears. c. In the Primary CCMS box, type the name and Nortel server subnet IP address for the Primary Server. d. In the Secondary CCMS box, type the name and Nortel server subnet IP address for the Secondary Server, and click OK. Result: The Warm Standby configuration takes several minutes. At the end of the process, the Initialize Standby CCMS Database dialog box appears. e. Back up the Active CCMS database and restore it on the Standby Server. For more information about backing up and restoring the CCMS database, see the Nortel Contact Center Manager Server Installation and Maintenance Guide for the Standby Server. f.

Click OK.

Changing the Contact Center Manager Server IP address This section describes how to change the Contact Center Manager Server IP address of a Nortel server subnet and an ELAN subnet. Nortel server subnet If you are changing the IP address of a Nortel server subnet, you must complete the following tasks:

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1.

Change the Contact Center Manager Server IP address on the Contact Center Manager Server.

2.

Update the Contact Center Manager Server IP address in the Server Configuration Utility.

3.

If you have a Domain Name Service (DNS) server in your network, update the DNS with the IP address of Contact Center Manager Server and License Manager.

4.

If you are using a Network Control Center, on the Network Control Center, update the Contact Center Manager Server IP address.

5.

On the Contact Center Manager Administration server, update the HOSTS file, if required, and configure the Contact Center Manager Server IP address.

6.

On the Communication Control Toolkit server, update the HOSTS file, if required, the license information, the TAPI settings and restart the services.

7.

On the Contact Center Multimedia server, update the HOSTS file, if required.

ELAN subnet If you are changing the IP address of an ELAN subnet card, you must change the ELAN subnet IP address on the Contact Center Manager Server. See “Changing the ELAN subnet IP address on the Contact Center Manager Server” on page 1456.

Changing the Nortel server subnet IP address in the operating system Complete the following procedure if you change the Nortel server subnet IP address of the Active server, the Standby server, or the Replication server. 1

Log on to the Contact Center Manager Server.

2

From the Start menu, select Programs > Nortel Contact Center > Manager Server > Shutdown. Result: A dialog box appears prompting you to shut down services.

3

Click OK. Result: The services shut down.

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4

Click Accept.

5

From the Start menu, select Control Panel.

6

Right-click Network Connections.

7

Right-click the LAN connection of the Nortel server subnet network interface card, and then click Properties.

8

Select Internet Protocol (TCP/IP), and then click Properties.

9

Enter the new IP address, and then click OK.

10

In the Properties window, click Close.

Configure the Contact Center Manager Server with the new IP address Complete the following procedure if you change the Nortel server subnet IP address of the Active server, the Standby server, or the Replication server. 1

From the Start menu, choose All Programs > Nortel Contact Center > Manager Server > Server Setup Configuration. Result: The following dialog box appears. This dialog box remains open for 20 to 30 seconds.

If you have a co-resident License Manager, an Information dialog box appears.

2

If the Information dialog box appears, click Continue. Result: The Server Setup Configuration Utility initializes.

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3

Click the Local Area Network IP tab.

4

From the IP Address list, select the new Nortel server subnet IP address.

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5

If the License Manager server is installed with Contact Center Manager Server, click the License Manager tab.

6

Verify that the Primary License Manager IP Address is the new Contact Center Manager Server IP Address.

7

Click OK.

8

Click Yes to start the Server Setup Configuration Utility. Result: The Server Setup Configuration Utility starts. This takes 10 to 15 minutes to complete. A message box confirms the configuration is complete.

9

Click OK. Result: The system prompts you to restart the server.

10

Click Yes.

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Updating the Domain Name Service server If you configure a Domain Name Service (DNS) server for name resolution in your network, you must contact your local network prime to update the DNS with the new IP address of the Contact Center Manager Server. ATTENTION

Consult your network administrator to ensure your DNS is updated with the new IP address of your Contact Center Multimedia/Outbound. If you do not have a DNS server in your network, you must update the hosts file on the servers as described in the following steps to reflect this change. To verify that the new IP address is up to date on the DNS, use the ping <server name> DOS command with the server name to confirm that the system responds with the corresponding IP address.

Updating the Network Control Center server If you have a network of Contact Center Manager Servers connected to a Network Control Center server, you must update the IP address for the Contact Center Manager Server on the Network Control Center server.

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1

On the Network Control Center server, from the Start menu, select Run.

2

In the Open box, type nbconfig -admin.

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Press Enter. Result: The Nbconfig dialog box appears.

4

Click the Site Table tab.

5

On the Site Table tab, select the site name and click Edit. Result: The Edit Site dialog box appears.

6

In the CLAN IP Address box, type the new IP address.

7

Click OK.

8

On the Nbconfig dialog box, click Verify. Result: The Network Control Center server synchronizes with the Contact Center Manager Server and updates the IP address.

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9

On the Nbconfig dialog box, click OK.

10

Verify that the correct IP address appears in the Site Table tab.

11

Click OK to close all windows.

Updating the Contact Center Manager Administration server On the Contact Center Manager Administration server, after you change the Contact Center Manager Server IP address, you must update the HOSTS file if you do not have a DNS server and configure the new IP address in Contact Center Manager Administration. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Manager Administration server with the new IP address. If you do have a DNS server, continue with “Changing the Contact Center Manager Administration server” on page 1449. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003.

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1

On the Contact Center Manager Administration server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name. The HOSTS file in the following figure is a sample and does not indicate exactly how the HOSTS file is configured.

3

Update the file to reflect the new IP address of the Contact Center Manager Server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Changing the Contact Center Manager Administration server Update the IP address of the Contact Center Manager Server in Contact Center Manager Administration.

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1

Log on to the Contact Center Manager Administration server as the webadmin user.

2

Open the Configuration component.

3

In the left pane, right-click the name of the updated Contact Center Manager Server.

4

Click Edit Properties.

5

In the IP Address box, type the new IP address.

6

Click Submit.

7

Click Launchpad > Logout to exit.

Changing the License Manager IP address on Contact Center Manager Administration If the License Manager server is installed on the same server as Contact Center Manager Server, use this procedure to modify the primary or secondary License Manager server IP address. 1

Log on to the Contact Center Manager Administration server.

2

Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration. Result: The Nortel Networks Applications Configuration window appears.

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In the right pane, click the LM Service Configuration icon. Result: The LM Service – Configuration Setup dialog box appears.

4

In the Primary License Manager Server's IP Address box, type the new IP address.

5

Click OK to submit the information. Result: The Configuration Setup Completed dialog box appears.

6

Click OK. Result: A message box appears, prompting you to restart the License Manager service.

7

Click Yes to restart the License Manager service. Result: A message box appears telling you that the License Manager service has restarted.

8

Click OK.

9

Click File > Exit to close the window.

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Updating the Communication Control Toolkit server On the Communication Control Toolkit server, after you change the Contact Center Manager Server IP address, you must update the HOSTS file if you do not have a DNS server then update the License Manager IP address, configure TAPI, and restart all Communication Control Toolkit services. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Communication Control Toolkit server with the new IP address. If you do have a DNS server, proceed with “Updating the Communication Control Toolkit license” on page 1453. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Communication Control Toolkit server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

Update the file to reflect the new IP address of the Contact Center Manager Server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

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Close all windows to complete the procedure.

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Updating the Communication Control Toolkit license If the License Manager server is co-resident with the Contact Center Manager Server, use the following procedure to configure the License Manager IP address for the Communication Control Toolkit server. 1

Log on to the Communication Control Toolkit server.

2

Open the NCCT 6.0 Console by clicking Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console.

3

Expand NCCT Admin.

4

In the right pane of the NCCT 6.0 Console, double-click CCT Server. Result: The CCT Server Properties dialog box appears.

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Standard 7.23

Click the Licensing tab. Result: The Licensing page appears.

6

Under Primary License Manager Server, in the IP Address box, type the new IP address.

7

Click File > Exit to close the NCCT 6.0 Console. If prompted, save the Console settings.

Changing the TAPI SP host address setting If your Communication Control Toolkit server Telephony Application Programming Interface (TAPI) points to your Contact Center Manager Server, change the IP address in the TAPI Meridian 1 configuration.

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From the Start menu, select All Programs > Nortel > Symposium TAPI Provider > Configure Database. Result: The Symposium TAPI SP for Meridian 1 Configuration window appears.

2

Click the Meridian 1 Host tab.

3

In the Host Address box, type the new Nortel server subnet IP address for the Contact Center Manager Server.

4

Click OK.

Restart all Communication Control Toolkit services Restart all services, including Telephony, ACDProxy, and all Communication Control Toolkit services. 1

From the Start menu, select All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console.

2

Expand NCCT Maintenance.

3

Select Services.

4

In the right pane, double-click Services. Result: The Services Properties dialog box appears.

5

Click Restart All.

6

Click OK.

7

Click File > Exit to close the NCCT 6.0 Console. If prompted, save the Console settings.

Updating the Contact Center Multimedia server On the Contact Center Multimedia server, after you change the Contact Center Manager Server IP address, you must update the HOSTS file if you do not have a DNS server.

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Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Multimedia server with the new IP address. If you do have a DNS server, updating your Contact Center suite is complete. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Contact Center Multimedia server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

Update the file to reflect the new IP address of the Contact Center Manager Server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Changing the ELAN subnet IP address on the Contact Center Manager Server Complete the following procedure if you change the ELAN subnet IP address.

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1

Log on to the Contact Center Manager Server.

2

From the Start menu, select Programs > Nortel Contact Center > Manager Server > Shutdown. Result: A dialog box appears prompting you to shut down services.

3

Click OK. Result: The services shut down.

4

Click Accept.

5

From the Start menu, choose Control Panel.

6

Right-click Network Connections.

7

Right-click the LAN connection on the ELAN subnet network interface card, and then click Properties.

8

Select Internet Protocol (TCP/IP), and then click Properties.

9

Enter the new IP address, and then click OK.

10

On the Properties window, click Close.

11

From the Start menu, select All Programs > Nortel Contact Center > Manager Server > Server Setup Configuration.

12

Click the Local Area Network IP tab.

13

On the IP Address list, select the new ELAN IP address.

14

Click OK.

15

Click Yes to start the Server Setup Configuration Utility. Result: The Server Setup Configuration Utility launches. This takes 10 to 15 minutes to complete. A dialog box confirms the configuration is complete.

16

Click OK. Result: The system prompts you to restart the server.

17

Click Yes.

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Change the co-resident server name You can change the name of the server on which the Contact Center Manager Server and Contact Center Manager Administration Server co-reside, if the new server name meets the following requirements: „

The name cannot be the same as any other computer or domain name in the network.

„

The name must contain 6 to 15 characters (A through Z, 0 through 9).

„

The first character of the name must be alphabetical.

„

No other characters are allowed. For example, the name cannot include any underscores (_).

„

Hyphens (-) are not permitted in the server name.

After you change the co-resident server name, you must also update the other servers in the Contact Center suite to ensure the servers work together. Complete the following tasks described in this section: 1.

If you have a Domain Name Service (DNS) server in your network, update the DNS with the name of your Contact Center Manager Server.

2.

Change the server name on the co-resident server.

3.

Update the Contact Center Manager Administration server with the new name for the co-resident server.

4.

Synchronize the server name using the Computer Name Sync Utility.

5.

Change the server name of the co-resident server in Windows.

6.

If you have SU03 or earlier, run the ChangeSOAPSrv utility.

7.

Reset IUSR_SWC.

8.

Reset the iceAdmin password.

9.

Update the server name in Contact Center Manager Administration.

10. On the client PC browsers, update the shared folders for exporting scheduled reports.

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11. On the Communication Control Toolkit server, update the HOSTS file and the new server name. 12. On the Contact Center Multimedia server, update the HOSTS file and the new server name.

Updating the Domain Name Service server If you configure a Domain Name Service (DNS) server for name resolution in your network, you must contact your local network prime to update the DNS with the new computer name. To verify that the new IP address is up to date on the DNS, use the ping <server name> DOS command with the new server name to confirm that the system responds with the corresponding IP address.

Changing the server name on the co-resident server 1

On the Contact Center Manager Server/Contact Center Manager Administration server select Start > Control Panel > System.

2

Click the Computer Name tab.

3

Click Change.

4

Enter the new server name.

5

Click OK. Result: The system prompts you to restart the server.

6

Click Yes. Result: The server restarts.

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Updating the HOSTS file If you do not have a Domain Name Service (DNS) for name resolution, you need not update the HOSTS file for name resolution. If you do have a DNS server DNS server, proceed with “Running the Computer Name Sync Utility” on page 1461. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the co-resident server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name. The HOSTS file in the following figure is a sample and does not indicate exactly how the HOSTS file is configured.

3

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Update the file to reflect the new name of the co-resident server.

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If you do not see a server name for the Contact Center Manager Server/ Contact Center Manager Administration Server co-resident server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file. 4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Running the Computer Name Sync Utility 1

Log on to the co-resident server as Administrator.

2

From the Start menu, choose All Programs > Nortel Contact Center > Manager Server > Computer Name Sync. Result: The Contact Center Manager Server Computer Name Synchronization Utility window appears.

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Standard 7.23

Click OK. Result: The utility compares the server name with the database server name. If the names do not match, the following message appears.

4

Click OK. Result: The utility shuts down the Contact Center Manager Server services and then synchronizes the server name with the database server name. When the process is complete, the following message appears.

5

Click OK. Result: The following dialog box appears.

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6

Click OK.

7

Restart the server.

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Running the ChangeSOAPSrv utility After you change the server name, SOAP processes do not function properly (because they still recognize the old server name), and you cannot work with the components that require SOAP functionality, such as Configuration. If you have SU04 or later, proceed to “Resetting the IUSR_SWC account to reflect the new server name” on page 1463. 1

Launch the Configuration component on the co-resident server.

2

When you receive a pop-up message indicating that you must run the ChangeSOAPSrv utility, note the path that appears in the message. Tip: If you close the message, you can make it reappear by launching the same Contact Center Manager Administration component again.

3

On the Contact Center Manager Administration server, open a command prompt and navigate to the directory C:\Program Files\Nortel Networks\WClient\Apps\Supportutil, where C is the drive on which Contact Center Manager Administration is installed.

4

At the prompt, type the following text (which includes the path that appears in the pop-up message): ChangeSOAPSrv C:\Program Files\Nortel Networks\WClient\Apps\Common\SOAP;<server name> where <server name> is the name of the server, or the fully qualified domain name, if this is what you use as the Contact Center Manager Administration default URL (for example, .<domain name>.com).

5

Press Enter. Result: A window appears, showing the updated SOAP files.

6

Try launching and working with the same Contact Center Manager Administration component again (for example, Configuration). Result: The component opens with no error messages.

Resetting the IUSR_SWC account to reflect the new server name 1

On the co-resident server, click Start > Programs > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.

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Standard 7.23

In the tree, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.

3

Click the plus sign (+) beside the Web Sites folder. Result: The folder expands.

4

Right-click Default Web Site, and then select Properties from the resulting menu. Result: The Default Web Site Properties dialog box appears.

5

Click the Directory Security tab. Result: The Directory Security page appears.

6

Under the Authentication and access control heading, click Edit. Result: The Authentication Methods dialog box appears.

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Click Browse. Result: The Select User dialog box appears.

8

Click Advanced. Result: The Select User dialog box expands.

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Standard 7.23

Click Find Now. Result: The list of all the user accounts configured on the server appears.

10

In the list of user accounts, select IUSR_SWC, and then click OK. Result: The Select User dialog box reappears with the IUSR_SWC account listed.

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Click OK. Result: The Authentication Methods dialog box reappears with the IUSR_SWC user account shown.

12

In the Password box, type the same password that you originally used for this account when you configured it.

13

Click OK. Result: The Confirm Password dialog box appears.

14

Type the password again, and then click OK. Result: The system records the password.

15

Click OK to save your changes.

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Resetting the iceAdmin password 1

On the co-resident server, click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration.

2

In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.

3

Click IceAdmin Password Change. Result: The iceAdmin Password Change dialog box appears.

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4

In the Old Password box, type the old password.

5

In the New Password box, reenter the old password for the iceAdmin user account. This resets the iceAdmin password.

6

In the Confirm Password box, type the password again. Result: If your Contact Center Manager Administration server is a member of an active domain, the Domain Account button is enabled on the iceAdmin Password Change window.

7

If you are not going to export scheduled reports to a domain network PC, or if the Domain Account button is disabled, proceed to “Changing the server name in Contact Center Manager Administration” on page 1470. OR If you are going to export scheduled reports to a domain network PC, proceed to “Exporting scheduled reports” on page 1469.

Exporting scheduled reports This procedure is a continuation of the previous procedure. 1

To export scheduled reports to a domain network PC, click Domain Account. You can use the domain account setup function of the iceAdmin Password Change window to reset the domain account password if the administrator changes it. Result: The Optional Domain Account Setup dialog box appears.

2

From the Select Domain Name list, select the name of the domain to add.

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Standard 7.23

In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.

4

In the Enter Domain Account Password box, type the domain account password. You must enter the correct domain account password. If the password is incorrect, the system does not proceed.

5

In the Confirm Domain Account Password box, retype the domain account password.

6

Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.

7

Click OK. Result: The system verifies that you typed the same password both times, and then resets the password in all required components.

Changing the server name in Contact Center Manager Administration 1

Log on to Contact Center Manager Administration as webadmin.

2

Open the Configuration component.

3

In the left pane, right-click the name of the server with altered network settings.

4

Click Edit Properties to enable the text boxes for the server name, IP address, log on ID, and password.

5

Enter the new details and click Submit.

6

Ensure that the new server name is updated for client PCs. For details, see “Ensuring the new server name is updated for client PCs” on page 1470.

Ensuring the new server name is updated for client PCs You must ensure that when you change the name of any server with Contact Center Manager Administration clients, the HOSTS file on all of the client PCs is updated to reflect the new name.

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Updating the HOSTS file If you do not have a Domain Name Service (DNS) server, you must configure the HOSTS file on all of the client PCs. If you have a Domain Name Service (DNS) server for name resolution, you need not update the HOSTS file for name resolution and you can proceed to “Updating client PC browsers and shared folders for exporting scheduled reports” on page 1471. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the client PC, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

Update the file to reflect the new name of the co-resident server. If you do not see a server name for the co-resident server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Updating client PC browsers and shared folders for exporting scheduled reports After you change the co-resident server name, you must update all Contact Center Manager Administration client PCs to reference the new Contact Center Manager Administration server name in the browser. Installation and Maintenance Guide

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If you created a shared folder for exporting scheduled report export files, when you change the co-resident server name you must update the new name of the server for all scheduled reports. Ensure you define the output options to include the new name of the co-resident server. 1

Log on to the Contact Center Manager Administration server as webadmin.

2

Double-click Historical Reporting.

3

In the Historical Reporting main window, on the system tree, click the server under which you want to modify the reports.

4

For each report associated with the co-resident server, perform the following steps: a. Right-click the report name. Result: The Report Properties window appears.

b. Click the Output Options heading to reveal the output options boxes. c. Select the Output to file check box to send the report to a shared folder.

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d. In the Output path box, update the path of the report to reflect the new IP address of the co-resident server. The path format is \\[computer name]\[shared folder name]\[file name], without the file extension. If you change the name of the Contact Center Manager Administration folder, you must change the computer name portion of the path. e. Click Save Report to save your user-defined report. f.

Click Activate to activate the report schedule.

g. Close the report.

Updating the Communication Control Toolkit server On the Communication Control Toolkit server, after you change the co-resident server name, you must update the HOSTS file if you do not have a DNS server and configure the server properties. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Communication Control Toolkit server with the new computer name. If you do have a DNS server, continue with “Configuring the Contact Management Framework properties” on page 1474. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Communication Control Toolkit server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor.

3

Update the file to reflect the new name of the co-resident server.

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If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file. 4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Configuring the Contact Management Framework properties 1

Log on to the Communication Control Toolkit server.

2

Open the NCCT 6.0 Console by clicking Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console.

3

Expand NCCT Admin.

4

In the right pane of the NCCT 6.0 Console, double-click CCT Server. Result: The CCT Server Properties dialog box appears.

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Change the names or IP addresses of servers

Click the CMF Configuration tab. Result: The CMF Configuration page appears.

6

In the CCMS Server Name box, type the name of the co-resident server.

7

Click Apply to save the Contact Management Framework settings.

8

Click OK to close the window.

9

Restart the services on the Communication Control Toolkit server by performing the following steps: a. Log on to the Communication Control Toolkit server as Administrator. b. On the NCCT 6.0 Console window, expand NCCT Maintenance. c. In the left pane, click Services.

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d. In the right pane, double-click Services. Result: The Communication Control Toolkit Services dialog box appears.

e. Click

to stop the services.

f.

to restart the services.

Click

g. Close all of the windows and dialog boxes.

Updating the Contact Center Multimedia server On the Contact Center Multimedia server, after you change the Contact Center Manager Server name, you must update the HOSTS file if you do not have a DNS server and configure the server properties.

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Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Multimedia server with the new computer name. If you do have a DNS server, continue with “Configuring the server settings” on page 1477. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Contact Center Multimedia server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor.

3

Update the file to reflect the new name of the co-resident server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Configuring the server settings 1

Log on to the Contact Center Multimedia server.

2

Log on to the Contact Center Multimedia Administrator using an administration user ID and password.

3

In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia.

4

Expand General Administration.

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Double-click Server Settings. Result: The Server Settings dialog box appears.

6

Click Contact Center Manager Server to select it.

7

Click Edit. Result: The Server Properties dialog box appears.

8

In the Server Name box, change the name of the Contact Center Manager Server.

9

Click Save. Result: A warning appears describing potential errors for changing this server. Click OK to accept.

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10

Click Contact Center Administrator Server to select it.

11

Click Edit. Result: The Server Properties dialog box appears.

12

In the Server Name box, change the name of the Contact Center Manager Administration server.

13

Click Save. Result: A warning appears describing potential errors for changing this server. Click OK to accept.

14

Restart the Multimedia services using the following steps: a. On the Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

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b. Click Stop All. c. Click Start All. d. Click Exit to close the CCMM Service Control window.

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Change the co-resident server IP address To change a server name on a server on which Contact Center Manager Server and Contact Center Manager Administration co-reside, complete the following tasks: 1.

Change the Nortel server subnet IP address on the co-resident server.

2.

If you have a Domain Name Service (DNS) server in your network, update the DNS with the IP address of your Contact Center Manager Server.

3.

Update the IP address in Contact Center Manager Administration.

4.

Ensure the IP address is updated for client PCs.

5.

Ensure historical report output files reference the correct IP address.

6.

On the Communication Control Toolkit server, update the HOSTS file, if required.

7.

On the Contact Center Multimedia, update the HOSTS file, if required.

Changing the IP address of a co-resident server Perform a backup of the co-resident server before you change the IP address. For more information about backing up the co-resident server, see the Nortel Contact Center Installation and Maintenance Guide for the co-resident server. 1

Shut down the Contact Center Manager Server services. a. Click Programs > Nortel Contact Center > Manager Server > Shutdown. b. When prompted to shut down the services, click OK. Result: The services shut down. c. Click Accept.

2

From the Start menu, choose Control Panel.

3

Right-click Network Connections.

4

Right-click the LAN connection of the Nortel server subnet network interface card, and then click Properties.

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5

Select Internet Protocol (TCP/IP), and then click Properties.

6

Enter the new IP address, and then click OK.

7

On the Properties window, click Close.

8

From the Start menu, choose All Programs > Nortel Contact Center > Manager Server > Server Setup Configuration. Result: The following window appears. This window remains open for 20 to 30 seconds.

9

Click the Local Area Network IP tab.

10

From the IP Address list, select the new Nortel server subnet IP address.

11

Click OK.

12

Click Yes to start the Server Setup Configuration Utility. Result: The Server Setup Configuration Utility launches. This takes 10 to 15 minutes to complete. A message box confirms the configuration is complete.

13

Click OK. Result: The system prompts you to reboot the server.

14

Click Yes.

Changing the Domain Name Service server If you configure a Domain Name Service (DNS) server for name resolution in your network, you must contact your local network prime to update the DNS with the new IP Address. To verify that the new IP address is up to date on the DNS, use the ping <server name> DOS command with the server name to confirm that the system responds with the corresponding IP address.

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Updating the IP address in Contact Center Manager Administration When you change the IP address of the co-resident server, you must update the IP address in Contact Center Manager Administration. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Manager Administration server with the new computer name. If you do have a DNS server, continue with “Updating the server IP address in Contact Center Manager Administration” on page 1484. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the co-resident server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

Update the file to reflect the new IP address of the co-resident server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

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Updating the server IP address in Contact Center Manager Administration 1

Log on to Contact Center Manager Administration as webadmin.

2

Open the Configuration component.

3

In the left pane, right-click the name of the server with altered network settings.

4

Click Edit Properties. Result: The server name, IP address, log on ID, and password boxes are enabled.

5

Enter the new details and click Submit.

Ensuring the IP address is updated for client PCs You must ensure that when you change the name of any server with Contact Center Manager Administration clients, the HOSTS file on all of the client PCs is updated to reflect the new name. Updating the HOSTS file

If you do not have a DNS server, you must manually update the HOSTS file on the client PCs with the new computer name. If you do have a DNS server, continue with “Ensuring historical report output files reference the correct IP address” on page 1485. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the client PC, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

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Update the file to reflect the new IP address of the co-resident server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Ensuring historical report output files reference the correct IP address If you scheduled a historical report output file with the Contact Center Manager Administration server IP address in the path instead of the Contact Center Manager Administration server name, then you must manually edit the IP address in the path after you change the Contact Center Manager Administration server IP address. 1

Log on to the Contact Center Manager Administration server as webadmin.

2

Double-click Historical Reporting.

3

In the Historical Reporting main window, on the system tree, click the server under which you want to modify the reports.

4

For each report associated with the co-resident server, perform the following steps:

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a. Right-click the report name. Result: The Report Properties window appears.

b. Click the Output Options heading to reveal the output options boxes. c. Select the Output to file check box to send the report to a shared folder. d. In the Output path box, update the path of the report to reflect the new IP address of the co-resident server. The path format is \\[computer name]\[shared folder name]\[file name], without the file extension. If you change the name of the Contact Center Manager Administration folder, you must change the computer name portion of the path. e. Click Save Report to save your user-defined report. f.

Click Activate to activate the report schedule.

g. Close the report.

Updating the Communication Control Toolkit server On the Communication Control Toolkit server, after you change the Contact Center Manager Server IP address, you must update the HOSTS file if you do not have a DNS server.

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Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Communication Control Toolkit server with the new IP address. If you are using a DNS server, proceed to “Updating the Communication Control Toolkit server” on page 1487. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Communication Control Toolkit server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

Update the file to reflect the new IP address of the co-resident server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Updating the Communication Control Toolkit server If the License Manager server is co-resident with the Contact Center Manager Server, use the following procedure to configure the License Manager IP address for the Communication Control Toolkit server. 1

Log on to the Communication Control Toolkit server.

2

Open the NCCT 6.0 Console by clicking Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console.

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3

Expand NCCT Admin.

4

In the right pane of the NCCT 6.0 Console, double-click CCT Server. Result: The CCT Server Properties dialog box appears.

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Click the Licensing tab. Result: The Licensing page appears.

6

Under Primary License Manager Server, in the IP Address box, type the new IP address.

7

Click File > Exit to close the NCCT 6.0 Console. If prompted, save the Console settings.

Changing the TAPI SP host address If your Communication Control Toolkit server Telephony Application Programming Interface (TAPI) points to your Contact Center Manager Server, change the IP address in the TAPI Meridian 1 configuration.

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From the Start menu, select All Programs > Nortel > Symposium TAPI Provider > Configure Database. Result: The Symposium TAPI SP for Meridian 1 Configuration window appears.

2

Click the Meridian 1 Host tab.

3

In the Host Address box, type the new Nortel server subnet IP address for the Contact Center Manager Server.

4

Click OK.

Restart all Communication Control Toolkit services Restart all services, including Telephony, ACDProxy, and all Communication Control Toolkit services. 1

From the Start menu, select All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console.

2

Expand NCCT Maintenance.

3

Select Services.

4

In the right pane, double-click Services. Result: The Services Properties dialog box appears.

5

Click Restart All.

6

Click OK.

7

Click File > Exit to close the NCCT 6.0 Console. If prompted, save the Console settings.

Updating the Contact Center Multimedia server On the Contact Center Multimedia server, after you change the Contact Center Manager Server IP address, you must update the HOSTS file if you do not have a DNS server.

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Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Multimedia server with the new IP address. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Contact Center Multimedia server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

Update the file to reflect the new IP address of the co-resident server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

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Change the Contact Center Manager Administration server name You can change the Contact Center Manager Administration server name if the new server name meets the following requirements: „

The name cannot be the same as any other computer or domain name in the network.

„

The name must contain 6 to 15 characters (A through Z, 0 through 9).

„

The first character of the name must be alphabetical.

„

No other characters are allowed. For example, the name cannot include any underscores (_).

After you change the Contact Center Manager Administration Server name, you must also update the other servers in the Contact Center suite to ensure the servers work together. Complete the following tasks described in this section:

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2.

If you have a Domain Name Service (DNS) server in your network, update the DNS with the IP address of your Contact Center Manager Server.

3.

If you have SU03 or earlier, run the ChangeSOAPSrv utility.

4.

Reset the IUSR_SWC account to reflect a new server name.

5.

Reset the iceAdmin password.

6.

Ensure the new server name is updated for client PCs.

7.

On the client PCs, update the browsers and shared folders for exporting scheduled reports with the new Contact Center Manager Administration server name.

8.

On the Communication Control Toolkit server, update the HOSTS file.

9.

On the Contact Center Multimedia server, update the HOSTS file and the server settings.

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Changing the Contact Center Manager Administration server name in Windows 1

On the Contact Center Manager Administration server, select Start > Control Panel > System.

2

Click the Computer Name tab.

3

Click Change.

4

Enter the new server name.

5

Click OK. Result: The system prompts you to restart the server.

6

Click Yes. Result: The server restarts.

Changing the Domain Name Service server If you configure a Domain Name Service (DNS) server for name resolution in your network, you must contact your local network prime to update the DNS with the new computer name. To verify that the new IP address is up to date on the DNS, use the ping <server name> DOS command with the new server name to confirm that the system responds with the corresponding IP address.

Running the ChangeSOAPSrv utility If you have SU04 or later, this procedure is not applicable. This procedure is required only for SU03 or earlier. After you change the server name, SOAP processes do not function properly (because they still refer to the old server name), and you cannot work with the components that require SOAP functionality, such as Configuration. 1

On the Contact Center Manager Administration server, double-click the Configuration component.

2

When you receive a pop-up message indicating that you must run the ChangeSOAPSrv utility, note the path that appears in the message.

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If you close the message, you can make it reappear by launching the same Contact Center Manager Administration component again (for example, Configuration). 3

On the Contact Center Manager Administration server, open a command prompt and navigate to the directory C:\Program Files\Nortel Networks\WClient\Apps\Supportutil, where C is the drive on which Contact Center Manager Administration is installed.

4

At the prompt, type the following text (which includes the path that appears in the pop-up message): ChangeSOAPSrv C:\Program Files\Nortel Networks\WClient\Apps\Common\SOAP;<server name> where <server name> is the name of the server, or the fully qualified domain name, if this is what you use as the Contact Center Manager Administration default URL (for example, <server name>.<domain name>.com).

5

Press Enter. Result: A window appears, showing the updated SOAP files.

6

Start the Configuration component again to verify the component opens with no error messages.

Resetting the IUSR_SWC account to reflect the new server name 1

On the Contact Center Manager Administration server, click Start > All Programs > Administrative Tools > Internet Information Services (IIS) Manager. Result: The Internet Information Services (IIS) Manager window appears.

2

In the tree, click the plus sign (+) beside (local computer). Result: The heading expands to reveal a series of folders.

3

Click the plus sign (+) beside the Web Sites folder. Result: The folder expands.

4

Right-click Default Web Site, and then select Properties from the menu. Result: The Default Web Site Properties dialog box appears.

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Click the Directory Security tab. Result: The Directory Security page appears.

6

Under the Authentication and access control heading, click Edit. Result: The Authentication Methods dialog box appears.

7

Click Browse. Result: The Select User dialog box appears.

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Click Advanced. Result: The Select User dialog box expands.

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Click Find Now. Result: The list of all the user accounts configured on the server appears.

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From the list of user accounts, select the IUSR_SWC account, and then click OK. Result: The Select User dialog box reappears with the IUSR_SWC account listed at the bottom.

11

Click OK. Result: The Authentication Methods dialog box reappears, with the IUSR_SWC user account shown.

12

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In the Password box, type the same password that you originally used for this account when you configured it.

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Click OK. Result: The Confirm Password dialog box appears.

14

Type the password again, and then click OK. Result: The system records the password.

15

Click OK to save your changes.

Resetting the iceAdmin password 1

Click Start > All Programs > Nortel Contact Center > Manager Administration > Configuration.

2

In the left pane, click Nortel Networks. Result: The Nortel Networks Applications Configuration window appears.

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Click IceAdmin Password Change. Result: The iceAdmin Password Change dialog box appears.

4

In the Old Password box, type the old password.

5

In the New Password box, reenter the old password for the iceAdmin user account. This resets the iceAdmin password.

6

In the Confirm Password box, type the password again.

7

If your Contact Center Manager Administration server is a member of an active domain, the Domain Account option is enabled on the iceAdmin Password Change window.

8

If you are not going to export scheduled reports to a domain network PC, or if the Domain Account button is disabled, proceed to “Changing the server name in Contact Center Manager Administration” on page 1470. OR If you are going to export scheduled reports to a domain network PC, proceed to “Exporting scheduled reports” on page 1469.

Exporting scheduled reports This procedure is a continuation of the previous procedure.

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Change the names or IP addresses of servers

To export scheduled reports to a domain network PC, click Domain Account. You can use the domain account setup function of the iceAdmin Password Change window to reset the domain account password if the administrator changes it. Result: The Optional Domain Account Setup dialog box appears.

2

From the Select Domain Name list, select the name of the domain to add.

3

In the Enter Domain Account box, type the domain account. Obtain the domain account name and password from your network administrator.

4

In the Enter Domain Account Password box, type the domain account password. You must enter the correct domain account password. If the password is incorrect, the system does not proceed.

5

In the Confirm Domain Account Password box, retype the domain account password.

6

Click OK. Result: The iceAdmin Password Change window reappears and activates all scheduled reports using the domain account instead of the local iceAdmin account.

7

Click OK. Result: The system verifies that you typed the same password both times, and then resets the password in all required components.

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Ensure the new server name is updated for client PCs You must ensure that when you change the name of any server with Contact Center Manager Administration clients, the HOSTS file on all of the client PCs is updated to reflect the new name. Updating the HOSTS file If you have a Domain Name Service (DNS) server for name resolution, you need not update the HOSTS file for name resolution and you can proceed with “Updating client PC browsers and shared folders” on page 1503. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft 1

On the client PC, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

Update the file to reflect the new name of the Contact Center Manager Administration server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

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Close all windows to complete the procedure.

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Updating client PC browsers and shared folders After you change the Contact Center Manager Administration server name, you must update all Contact Center Manager Administration client PCs to reference the new Contact Center Manager Administration server name in the browser. If you created a shared folder for exporting scheduled report export files on the Contact Center Manager Administration server, after you change the Contact Center Manager Administration server name you must update the new name of the server for all scheduled jobs. Ensure you define the output options to include the new name of the co-resident server. 1

Log on to the Contact Center Manager Administration server as webadmin.

2

Double-click Historical Reporting.

3

In the Historical Reporting main window, on the system tree, click the server under which you want to modify the reports.

4

For each report associated with the co-resident server, perform the following steps: a. Right-click the report name. Result: The Report Properties window appears.

b. Click the Output Options heading to reveal the output options boxes.

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c. Select the Output to file check box to send the report to a shared folder. d. In the Output path box, update the path of the report to reflect the new IP address of the co-resident server. The path format is \\[computer name]\[shared folder name]\[file name], without the file extension. If you change the name of the Contact Center Manager Administration folder, you must change the computer name portion of the path. e. Click Save Report to save your user-defined report. f.

Click Activate to activate the report schedule.

g. Close the report.

Updating the Communication Control Toolkit server On the Communication Control Toolkit server, after you change the Contact Center Manager Administration server name, you must update the HOSTS file if you do not have a DNS server. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Communication Control Toolkit server with the new computer name. If you do have a DNS server, continue with “Updating the Contact Center Multimedia server” on page 1505. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Communication Control Toolkit server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor.

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Update the file to reflect the new name of the Contact Center Manager Administration server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Updating the Contact Center Multimedia server On the Contact Center Multimedia server, after you change the Contact Center Manager Administration Server name, you must update the HOSTS file if you do not have a DNS server and configure the server properties. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Multimedia server with the new computer name. If you do have a DNS server continue with “Configuring the server settings” on page 1506. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Contact Center Multimedia server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor.

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Standard 7.23

Update the file to reflect the new name of the Contact Center Manager Administration server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Configuring the server settings

1506

1

Log on to the Contact Center Multimedia server.

2

Log on to the Contact Center Multimedia Administrator using an administration user ID and password.

3

In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia.

4

Expand General Administration.

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Double-click Server Settings. Result: The Server Settings window appears.

6

Click Contact Center Manager Administrator Server to select it.

7

Click Edit. Result: The Server Properties dialog box appears.

8

In the Server Name box, change the name of the Contact Center Manager Administration server.

9

Click Save. Result: A warning appears describing potential errors for changing this server. Click OK to accept.

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Restart the Multimedia services using the following steps: a. On the Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears. b. Click Stop All. c. Click Start All. d. Click Exit to close the CCMM Service Control window.

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Change the Contact Center Manager Administration server IP address Contact Center Manager Administration functions correctly after an IP address change on the Contact Center Manager Administration server. If you change the IP address of a server in Contact Center Manager Server, it impacts other applications that connect to the server, such as Contact Center Manager Administration. Therefore, after you change the IP address of the Contact Center Manager Administration server, you must update the IP address of the Contact Center Manager Server. You must complete the following steps: 1.

Change the IP address on Contact Center Manager Administration server.

2.

If you have a Domain Name Service (DNS) server in your network, update the DNS with the IP address of your Contact Center Manager Server.

3.

On the client PCs, update the browsers and shared folders for exporting scheduled reports with the new Contact Center Manager Administration server IP address.

4.

On the Communication Control Toolkit server, update the HOSTS file.

5.

On the Contact Center Multimedia server, update the HOSTS file.

Changing the IP address on Contact Center Manager Administration server Before you change the Contact Center Manager Administration IP address, back up the server. For more information about backing up the Contact Center Manager Administration server, see the Nortel Contact Center Manager Administration Installation and Maintenance Guide. 1

On the server, click Start > All Programs > Accessories > Communications > Network & Dial up Connections.

2

Right-click Local Area Connection and select Properties from the menu. Result: The Local Area Connection Properties dialog box appears.

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3

Standard 7.23

On the General page, select Internet Protocol (TCP/IP), and then click Properties. Result: The Internet Protocol (TCP/IP) Properties dialog box appears.

4

In the IP Address box, type the new IP address.

5

Click OK to close the Internet Protocol (TCP/IP) Properties dialog box.

6

Click OK to close the Local Area Connection Properties dialog box.

7

Restart the Contact Center Manager Administration server.

Changing the Domain Name Service server If you configure a Domain Name Service (DNS) server for name resolution in your network, you must contact your local network prime to update the DNS with the new IP Address. To verify that the new IP address is up to date on the DNS, use the ping <server name> DOS command with the server name to confirm that the system responds with the corresponding IP address.

Ensure the IP address is updated for client PCs You must ensure that when you change the name of any server with Contact Center Manager Administration clients, the HOSTS file on all of the client PCs is updated to reflect the new name. Updating the HOSTS file If you configure a Domain Name Service (DNS) server for IP address resolution you need not update the HOSTS file. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003.

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1

On the client PC, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name. The HOSTS file in the following figure is a sample and does not indicate exactly how the HOSTS file is configured.

3

Update the file to reflect the new IP address of the Contact Center Manager Administration server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

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Ensure historical report output files reference the correct IP address After you schedule a historical report to send to a file, if you include the Contact Center Manager Administration server IP address in the output path instead of the server name, you must manually edit the output path after you change the Contact Center Manager Administration server IP address. 1

Log on to the Contact Center Manager Administration server as webadmin.

2

Double-click Historical Reporting.

3

In the Historical Reporting main window, on the system tree, click the server under which you want to modify the reports.

4

For each report associated with the co-resident server, perform the following steps: a. Right-click the report name. Result: The Report Properties window appears.

b. Click the Output Options heading to reveal the output options boxes. c. Select the Output to file check box to send the report to a shared folder.

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d. In the Output path box, update the path of the report to reflect the new IP address of the co-resident server. The path format is \\[computer name]\[shared folder name]\[file name], without the file extension. If you change the name of the Contact Center Manager Administration folder, you must change the computer name portion of the path. e. Click Save Report to save your user-defined report. f.

Click Activate to activate the report schedule.

g. Close the report.

Updating the Communication Control Toolkit server On the Communication Control Toolkit server, after you change the Contact Center Manager Administration server IP address, you must update the HOSTS file if you do not have a DNS server. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on Communication Control Toolkit server with the new IP address. If you do have a DNS server, you are finished updating the servers for the IP address change on Contact Center Manager Administration server. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Communication Control Toolkit server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor.

3

Update the file to reflect the new IP address of the Contact Center Manager Administration server.

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If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file. 4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Updating the Contact Center Multimedia server On the Contact Center Multimedia server, after you change the Contact Center Manager Administration server IP address, you must update the HOSTS file if you do not have a DNS server and configure the server properties. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Multimedia server with the new IP address. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Contact Center Multimedia server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor.

3

Update the file to reflect the new IP address of the Contact Center Manager Administration server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

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Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

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Change the Communication Control Toolkit server name You can change the Communication Control Toolkit server name if the new server name meets the following requirements: „

The name cannot be the same as any other computer or domain name in the network.

„

The name must contain 6 to 15 characters (A through Z, 0 through 9).

„

The first character of the name must be alphabetical.

„

No other characters are allowed. For example, the name cannot include any underscores (_).

After you change the Communication Control Toolkit server name, you must also update the other servers in the Contact Center suite to ensure the servers work together. Complete the following tasks described in this section:

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1.

Change the name of the Communication Control Toolkit server.

2.

If you have a Domain Name Service (DNS) server in your network, update the DNS with the name of your Communication Control Toolkit server.

3.

On the Communication Control Toolkit server, configure the HOSTS file, the local Windows users, the Contact Management Framework configuration, and the user mappings.

4.

Configure Contact Center Manager Server to use the new Communication Control Toolkit server name.

5.

If you use Contact Center Multimedia, change the name of the Communication Control Toolkit server on the Contact Center Multimedia server.

6.

If you are running Contact Center Agent Desktop on the Communication Control Toolkit server for the telephony toolbar, update the Contact Center Agent Desktop on the client machines.

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Changing the Communication Control Toolkit server name on the operating system 1

On the Contact Center License Server, select Start > Control Panel > System.

2

Click the Computer Name tab.

3

Click Change.

4

Enter the new server name.

5

Click OK. Result: The system prompts you to restart the server.

6

Click Yes. Result: The server restarts.

Changing the Domain Name Service server If you configure a Domain Name Service (DNS) server for name resolution in your network, you must contact your local network prime to update the DNS with the new computer name. To verify that the new IP address is up to date on the DNS, use the ping <server name> DOS command with the new server name to confirm that the system responds with the corresponding IP address.

Changing the server name on the Communication Control Toolkit server You must update the HOSTS file, if you do not have a DNS server on the Communication Control Toolkit server and configure the Communication Control Toolkit Windows users.

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Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Communication Control Toolkit server with the new computer name. If you do have a DNS server, the process of updating the server names is complete. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Communication Control Toolkit server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

Update the file to reflect the new name of the Communication Control Toolkit server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Configuring the local Communication Control Toolkit Windows users If the Communication Control Toolkit server uses local Windows users as Communication Control Toolkit users, you must reconfigure these users to use the new name of the Communication Control Toolkit server.

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For example, if the Communication Control Toolkit server is using the user ids OldName\User1 and OldName\User2, you must reconfigure these local users to use the new name of the Communication Control Toolkit server. Nortel recommends that you rename the existing users, rather than create new users. Rename the existing users to keep the appropriate resource mappings of the old user name.

Configuring the Contact Management Framework settings You must update the Contact Management Framework component in Communication Control Toolkit with the new Contact Center Manager Server name. 1

Log on to the Communication Control Toolkit server.

2

Open the NCCT 6.0 Console by clicking Start > All Programs > Nortel > Communication Control Toolkit > NCCT 6.0 Console.

3

Expand NCCT Admin.

4

Double-click CCT Server in the right pane of the NCCT 6.0 Console. Result: The CCT Server Properties dialog box appears.

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Standard 7.23

Click the CMF Configuration tab. Result: The CMF Configuration page appears.

6

In the CCT Server Name box, confirm the new Communication Control Toolkit server name is shown.

7

In the CCMS Server Name box, type the name of the Contact Center Manager Server.

8

Click Apply to save the Contact Management Framework settings.

9

Click OK to close the window.

10

Restart the services on the Communication Control Toolkit server by performing the following steps: a. Log on to the Communication Control Toolkit server as Administrator. b. On the NCCT 6.0 Console, expand NCCT Maintenance.

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c. In the left pane, click Services. d. In the right pane of the NCCT 6.0 Console, double-click Services. Result: The Services dialog box appears.

e. Click

to stop the services.

f.

to restart the services.

Click

g. The services are restarted.

Mapping the new local Communication Control Toolkit users You must ensure that the new local Communication Control Toolkit users are mapped to the appropriate addresses, terminals and groups. For more information about mapping users, see the Communication Control Toolkit Installation and Maintenance Guide.

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Configuring Contact Center Manager Server 1

On the Contact Center Manager Server, select Nortel Contact Center > Manager Server > Server Setup Configuration.

2

Click the CCT Server tab.

3

In the CCT Host Name box, type the new name of the Communication Control Toolkit server.

4

Click Apply.

Configuring the Contact Center Multimedia server When you change the name of the Communication Control Toolkit server, you must update the Contact Center Multimedia server. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Multimedia server with the new computer name. If you do have a DNS server, continue with “Configuring the server settings” on page 1523. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Contact Center Multimedia server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

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Update the file to reflect the new name of the Communication Control Toolkit server.

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If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file. 4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Configuring the server settings 1

Log on to the Contact Center Multimedia Administrator.

2

In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia.

3

Expand General Administration.

4

Double-click Server Settings. Result: The Server Settings dialog box appears.

5

Click Communications Control Toolkit Server to select it.

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Standard 7.23

Click Edit. Result: The Server Properties dialog box appears.

7

In the Server Name box, change the name of the Communication Control Toolkit server.

8

In the Server Port box, change the port number of the server as required. The default server port depends on the server you are configuring.

9

Click Save. Result: A message box appears describing potential errors for changing this server.

10

Click OK to accept.

11

Restart the Multimedia services using the following steps: a. On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

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b. Click Stop All. c. Click Start All. d. Click Exit to close the CCMM Service Control window.

Configuring the Contact Center Agent Desktop The Contact Center Agent Desktop configuration file must be updated with the new Communication Control Toolkit server name. You must change the CCTSERVER key in the ccad.exe.config file in the Nortel\Contact Center Multimedia\Agent Desktop directory on the Contact Center Multimedia server.

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Change the Communication Control Toolkit IP address After you change the Communication Control Toolkit server name, you must also update the other servers in the Contact Center suite to ensure the servers work together. Complete the following tasks described in this section: 1.

Change the Communication Control Toolkit server IP address on the operating system

2.

If you have a Domain Name Service (DNS) server in your network, update the DNS with the name of your Communication Control Toolkit server.

3.

On the Communication Control Toolkit server, configure the HOSTS file, the local Windows users, the Contact Management Framework configuration, and the user mappings.

4.

Configure Contact Center Manager Server to use the new Communication Control Toolkit server name.

5.

If you use Contact Center Multimedia, change the name of the Communication Control Toolkit server on the Contact Center Multimedia server.

6.

If you are running Contact Center Agent Desktop on the Communication Control Toolkit server for the telephony toolbar, update the Contact Center Agent Desktop on the client machines.

Changing the Communication Control Toolkit server IP address on the operating system Complete the following procedure if you change the Communication Control Toolkit IP address.

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1

Log on to the Communication Control Toolkit server.

2

Stop the services.

3

From the Start menu, select Control Panel.

4

Right-click Network Connections.

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5

Right-click the LAN connection, and then click Properties.

6

Select Internet Protocol (TCP/IP), and then click Properties.

7

Enter the new IP address, and then click OK.

8

In the Properties window, click Close.

9

Restart the services.

Changing the Domain Name Service server If you configure a Domain Name Service (DNS) server for name resolution in your network, you must contact your local network prime to update the DNS with the new computer IP address. To verify that the new IP address is up to date on the DNS, use the ping <server name> DOS command with the new server name to confirm that the system responds with the corresponding IP address.

Changing the server name on the Communication Control Toolkit server You must update the HOSTS file, if you do not have a DNS server on the Communication Control Toolkit server. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Communication Control Toolkit server with the new computer name. If you do have a DNS server, the process of updating the server names is complete. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Communication Control Toolkit server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

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2

Standard 7.23

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

Update the file to reflect the new name of the Communication Control Toolkit server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Configuring the Contact Center Multimedia server When you change the name of the Communication Control Toolkit server, you must update the Contact Center Multimedia server. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Multimedia server with the new computer name. If you do have a DNS server, continue with “Configuring the server settings” on page 1523. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Contact Center Multimedia server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

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2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

Update the file to reflect the new name of the Communication Control Toolkit server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

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Standard 7.23

Change the Contact Center Multimedia server name You can change the Contact Center Multimedia server name if the new server name meets the following requirements: „

The name cannot be the same as any other computer or domain name in the network.

After you change the Contact Center Multimedia server name, you must also update the other servers in the Contact Center suite to ensure the servers work together. Complete the following tasks described in this section: 1.

Change the name on the Contact Center Multimedia server.

2.

Update the name on the DNS server.

3.

Update the HOSTS file on the Contact Center Multimedia server.

4.

Update the e-mail attachment folders for Contact Center Multimedia.

5.

If you are using an external Web server for Web communications, update the external Web server with the new server name.

6.

Update the Contact Center Agent Desktop clients with the new server name.

7.

Change the HOSTS file on the Contact Center Manager Administration Server.

8.

Add and configure the Contact Center Multimedia server in Contact Center Manager Administration.

Changing the Contact Center Multimedia server name on the operating system

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1

On the Contact Center License Server, select Start > Control Panel > System.

2

Click the Computer Name tab.

3

Click Change.

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4

Enter the new server name.

5

Click OK. Result: The system prompts you to restart the server.

6

Click Yes. Result: The server restarts.

Updating the Domain Name Service server If you configure a Domain Name Service (DNS) server for name resolution in your network, you must contact your local network prime to update the DNS with the new computer name. To verify that the new IP address is up to date on the DNS, use the ping <server name> DOS command with the new server name to confirm that the system responds with the corresponding IP address.

Changing the Contact Center Multimedia server name When you change the Contact Center Multimedia server name, you must update the HOSTS file if you do not have a DNS server and configure the server settings to reflect the new server name. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Multimedia server with the new server name. If you do have a DNS server, continue with“Configuring the Contact Center Multimedia server name” on page 1533. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003.

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1

Standard 7.23

On the Contact Center Multimedia server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name. A sample HOSTS file is provided in the following figure as a guideline, but is not intended to indicate exactly how the HOSTS file is configured.

3

Update the file to reflect the new name of the Contact Center Multimedia server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

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Configuring the Contact Center Multimedia server name 1

In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia.

2

Expand General Administration.

3

Double-click Server Settings. Result: The Server Settings dialog box appears.

4

Click Contact Center Multimedia Server to select it.

5

Click Edit. Result: The Server Properties dialog box appears.

6

In the Server Name box, type the name of the Contact Center Multimedia server.

7

In the Server Port box, change the port number of the server as required. The default server port is 1972.

8

To change the MCMC event port number, type the new number in the MCMC Event Port box. The default MCMC event port number is 7999.

9

Click Save. Result: A warning appears describing potential errors for changing this server. Click OK to accept.

10

Click Close to close the Server Settings dialog box.

11

On the Contact Center Multimedia server, navigate to the path D:\Nortel\Contact Center Multimedia\Agent Desktop\ccad.exe.config.

12

On the appropriate line of the text file, replace the name of the old Contact Center Multimedia server with the new Contact Center Multimedia server.

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Standard 7.23

13

On the Contact Center Multimedia server, navigate to the path D:\Nortel\Contact Center Multimedia\Outbound\Manager\ocmt.exe.config.

14

On the appropriate line of the text file, replace the name of the old Contact Center Multimedia server with the new Contact Center Multimedia server.

15

On the Contact Center Multimedia server, navigate to the path D:\Nortel\Contact Center Multimedia\Common utilities\db.propertiesg.

16

On the appropriate line of the text file, replace the name of the old Contact Center Multimedia server with the new Contact Center Multimedia server.

17

Restart the Multimedia services using the following steps: a. On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

b. Click Stop All. c. Click Start All. d. Click Exit to close the CCMM Service Control window.

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Updating the e-mail attachment folders for Contact Center Multimedia If you are licensed for e-mail messages in your contact center, you must update the e-mail attachment folders. 1

In the Multimedia Administrator, expand Contact Center Multimedia.

2

Expand E-mail Administration.

3

Double-click E-mail Configuration. Result: The E-Mail Configuration window appears.

4

In the Attachment Files section, update the four path names to show the new server name.

5

Click Save.

6

Close the Contact Center Multimedia Administrator.

7

Restart the Multimedia services using the following steps: a. On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

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Standard 7.23

b. Click Stop All. c. Click Start All. d. Click Exit to close the CCMM Service Control window.

Configuring the external Web server If you have an external Web server in your contact center, you must update two files and remove the cached files after you change the name of the Contact Center Multimedia server. The following procedure describes how to perform the update for .jsp files with Apache Tomcat. If you are using a different servlet engine (for example, JRun or WebLogic) or a different technology (ASP.NET), you must use the standard procedures for your environment. The sample customer Web installation contains the folders CI_Sample_Website and WebComms. Your custom interface folders can have different names. Ensure that you use your own folder names to locate the web.xml and .jsp files. 1

Stop Apache Tomcat using the following steps: a. On the Start menu of your external Web server, click All Programs > Administrative Tools > Services. b. Right-click Apache Tomcat service, and click Stop. c. Close the services window.

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2

On the external Web server, navigate to ..\webapps\CI_Sample_Website\WEB-INF.

3

Open the web.xml file in Notepad or another text editor.

4

Locate the text string <param-name>CCMM_HOSTNAME. The following text string is <param-value>servername, where servername is the old server name.

5

In the <param-value> line, replace the old server name with the name of the new server.

6

Save and close the file.

7

On the external Web server, navigate to ..\webapps\WebComms\WEB-INF.

8

Open the web.xml file in Notepad or another text editor.

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9

Locate the text string <param-name>CCMM_HOSTNAME. The following text string is <param-value>servername, where servername is the old server name.

10

In the <param-value> line, replace the old server name with the name of the new server.

11

Save and close the file.

12

Delete all files in the following folders:

13

„

..Program Files\Apache Software Foundation\Tomcat 5.5\Catalina\localhost\CI_Sample_Website\org\apache\jsp

„

..Program Files\Apache Software Foundation\Tomcat 5.5\Catalina\localhost\WebComms\org\apache\jsp

Start Apache Tomcat using the following steps: a. On the Start menu of your external Web server, click All Programs > Administrative Tools > Services. b. Right-click Apache Tomcat service, and click Start. c. Close the services window.

Configure the Contact Center Agent Desktop Clients that access the Contact Center Agent Desktop must be configured with the new Contact Center Multimedia server name. Agents access the desktop application using the URL http://<servername>/agentdesktop/ccad.exe. You must update the <servername> to reflect the new name of the server. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003.

Updating Contact Center Manager Administration On the Contact Center Manager Administration server, after you change the Contact Center Multimedia server name, you must update the HOSTS file and configure the new server name in the Multimedia Administrator.

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Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Manager Administration server with the new server name. If you do have a DNS server, continue with “Updating the server information in Contact Center Manager Administration” on page 1538. 1

On the Contact Center Administration server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

Update the file to reflect the new name of the Contact Center Multimedia server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Updating the server information in Contact Center Manager Administration You must configure Contact Center Manager Administration with the name and IP address of the renamed Contact Center Multimedia server. You can configure more than one Contact Center Multimedia server in Contact Center Manager Administration, but only one Contact Center Multimedia server can be active at a time. You must log on as the Web administrator to add and configure the Contact Center Multimedia server.

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1

In a Web browser, type http://, where is the name of the server where Contact Center Manager Administration is installed.

2

Log on as the Web administrator.

3

Click Configuration.

4

From the Server menu, select Add Server. Result: The Contact Center Manager server Properties window appears.

5

In the Server Name box, type the name of the Contact Center Multimedia server. Result: The system automatically completes the IP address and display name.

6

In the Login ID box, type the logon ID for the reporting user name for the server. The ID for the Contact Center Multimedia server is mmReport.

7

In the Password box, type the password for the reporting user name for the server. The default user password is mmRep.

8

From the Type list, select CCMM.

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9

Click Submit.

10

In the left pane, select the Contact Center Manager Server with which you want to associate the Contact Center Multimedia server.

11

Right-click the Contact Center Manager Server and then click Edit Properties.

12

Under Associated Reporting Server, select the check box next to the current active Contact Center Multimedia server name.

13

Click Submit.

14

On the Launchpad menu, click Logout.

Updating the Communication Control Toolkit server When you change the Contact Center Multimedia server name, you must update the HOSTS file on the Communication Control Toolkit server. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Communication Control Toolkit server with the new server name. If you do have a DNS server, the process of updating the server names is complete. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Communication Control Toolkit server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

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Update the file to reflect the new name of the Contact Center Multimedia server.

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If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file. 4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

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Change the Contact Center Multimedia IP address You can change the Contact Center Multimedia server IP address. After you change the Contact Center Multimedia server IP address, you must also update the other servers in the Contact Center suite to ensure the servers work together. Complete the following tasks described in this section: 1.

On the Contact Center Multimedia server, change the IP address.

2.

Update the name on the DNS server.

3.

Update the HOSTS file on the Contact Center Multimedia server.

4.

On the Contact Center Manager Administration server, change the HOSTS file, if required.

5.

Add and configure the Contact Center Multimedia server in Contact Center Manager Administration.

6.

On the Communication Control Toolkit server, change the HOSTS file, if required.

Changing the Contact Center Multimedia server IP address on the operating system Complete the following procedure if you change the Contact Center Multimedia IP address. 1

Log on to the Contact Center Multimedia server.

2

Stop the Multimedia services using the following steps: a. On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears. b. Click Stop All. c. Click Exit to close the CCMM Service Control window.

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4

Right-click Network Connections.

5

Right-click the LAN connection, and then click Properties.

6

Select Internet Protocol (TCP/IP), and then click Properties.

7

Enter the new IP address, and then click OK.

8

In the Properties window, click Close.

9

Restart the Multimedia services using the following steps: a. On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears. b. Click Start All. c. Click Exit to close the CCMM Service Control window.

Updating the Domain Name Service server If you configure a Domain Name Service (DNS) server for name resolution in your network, you must contact your local network prime to update the DNS with the new computer name. To verify that the new IP address is up to date on the DNS, use the ping <server name> DOS command with the new server name to confirm that the system responds with the corresponding IP address.

Changing the Contact Center Multimedia server IP address When you change the Contact Center Multimedia server IP address, you must update the HOSTS file if you do not have a DNS server and configure the server settings to reflect the new server name.

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Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Multimedia server with the new server name. If you do have a DNS server, continue with“Configuring the Contact Center Multimedia server name” on page 1533. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Contact Center Multimedia server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

Update the file to reflect the new IP address of the Contact Center Multimedia server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Updating Contact Center Manager Administration On the Contact Center Manager Administration server, after you change the Contact Center Multimedia IP address, you must update the HOSTS file and configure the new server name in the Multimedia Administrator. 1544

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Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Contact Center Manager Administration server with the new server name. If you do have a DNS server, continue with “Updating the server information in Contact Center Manager Administration” on page 1538. 1

On the Contact Center Administration server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

Update the file to reflect the new IP address of the Contact Center Multimedia server. If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file.

4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

Close all windows to complete the procedure.

Updating the server information in Contact Center Manager Administration You must configure Contact Center Manager Administration with the name and IP address of the renamed Contact Center Multimedia server. You can configure more than one Contact Center Multimedia server in Contact Center Manager Administration, but only one Contact Center Multimedia server can be active at a time. You must log on as the Web administrator to add and configure the Contact Center Multimedia server.

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1

In a Web browser, type http://, where is the name of the server where Contact Center Manager Administration is installed.

2

Log on as the Web administrator.

3

Click Configuration.

4

From the Server menu, select Add Server. Result: The Contact Center Manager server Properties window appears.

5

In the Server Name box, type the name of the Contact Center Multimedia server. Result: The system automatically completes the IP address and display name.

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6

In the Login ID box, type the logon ID for the reporting user name for the server. The ID for the Contact Center Multimedia server is mmReport.

7

In the Password box, type the password for the reporting user name for the server. The default user password is mmRep.

8

From the Type list, select CCMM.

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9

Click Submit.

10

In the left pane, select the Contact Center Manager Server with which you want to associate the Contact Center Multimedia server.

11

Right-click the Contact Center Manager Server and then click Edit Properties.

12

Under Associated Reporting Server, select the check box next to the current active Contact Center Multimedia server name.

13

Click Submit.

14

On the Launchpad menu, click Logout.

Updating the Communication Control Toolkit server When you change the Contact Center Multimedia IP address, you must update the HOSTS file on the Communication Control Toolkit server. Updating the HOSTS file If you do not have a DNS server, you must manually update the HOSTS file on the Communication Control Toolkit server with the new server name. If you do have a DNS server, the process of updating the server names is complete. ATTENTION

Incorrectly modifying a host table can cause extensive network problems. Before you modify host tables, review the information about hosts in the supporting documentation for Microsoft Windows Server 2003. 1

On the Communication Control Toolkit server, browse to the HOSTS file provided with the Windows Server 2003 installation in the following directory: <x>:\Windows\system32\drivers\etc

2

Right-click the HOSTS file and open the file with a text editor (for example, Notepad) to modify the host tables. Result: The HOSTS file appears in the text editor. The HOSTS file consists of a list of IP addresses followed by a server name.

3

Update the file to reflect the new IP address of the Contact Center Multimedia server.

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If you do not see a server name for the Contact Center Manager Server listed in the HOSTS file, a DNS server is configured in your network for name resolution. You do not need to update the HOSTS file. 4

Click File > Save to save your changes. Save the file without an extension so that your system recognizes the changes. Result: The system automatically reads the new settings.

5

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Close all windows to complete the procedure.

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Change the Contact Center Multimedia Standby server name You can change the Contact Center Multimedia Standby server name if the new server name meets the following requirements: „

The name cannot be the same as any other computer or domain name in the network.

If you change the Contact Center Multimedia Standby server name, and your Standby server is not actively handling contacts, you must also update the other servers in the Contact Center suite to ensure the servers work together when you need to use the Standby server. Complete the following tasks described in this section: 1.

Change the server name on the Contact Center Multimedia server.

2.

Update the Domain Name Service server.

3.

Change the HOSTS file on the Contact Center Manager Administration server.

4.

Add and configure the Contact Center Multimedia Standby server in Contact Center Manager Administration.

If your Standby server is currently handling contacts, use the tasks in “Change the Communication Control Toolkit IP address” on page 1526.

Changing the Contact Center Multimedia Standby server name in the operating system 1

On the Contact Center License Server, select Start > Control Panel > System.

2

Click the Computer Name tab.

3

Click Change.

4

Enter the new server name.

5

Click OK. Result: The system prompts you to restart the server.

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6

Standard 7.23

Click Yes. Result: The server restarts.

Updating the Domain Name Service server If you configure a Domain Name Service (DNS) server for name resolution in your network, you must contact your local network prime to update the DNS with the new computer name. To verify that the new IP address is up to date on the DNS, use the ping <server name> DOS command with the new server name to confirm that the system responds with the corresponding IP address.

Changing the Contact Center Multimedia Standby server name Perform the following steps on the Contact Center Multimedia Standby server. 1

In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia.

2

Expand General Administration.

3

Double-click Server Settings. Result: The Server Settings dialog box appears.

4

Click Contact Center Multimedia Standby Server to select it.

5

Click Edit. Result: The Server Properties dialog box appears.

6

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In the Server Name box, type the new name of the Contact Center Multimedia Standby server. Contact Center Multimedia/Outbound

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Click Save. Result: A warning appears describing potential errors for changing this server. Click OK to accept.

8

Click Close to close the Server settings dialog box.

Updating the Contact Center Multimedia server On the Contact Center Multimedia server, perform the following steps: 1

In the Contact Center Multimedia Administrator window, expand Contact Center Multimedia.

2

Expand General Administration.

3

Double-click Server Settings. Result: The Server Settings dialog box appears.

4

Click Contact Center Multimedia Server to select it.

5

Click Edit. Result: The Server Properties dialog box appears.

6

In the Server Name box, type the name of the Contact Center Multimedia server.

7

Click Save. Result: A warning appears describing potential errors for changing this server. Click OK to accept.

8

Click Contact Center Multimedia Standby Server to select it.

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Standard 7.23

Click Edit. Result: The Server Properties dialog box appears.

10

In the Server Name box, type the new name of the Contact Center Multimedia Standby server.

11

Click Save. Result: A warning appears describing potential errors for changing this server. Click OK to accept.

12

Click Close to close the Server Settings dialog box.

13

Restart the Multimedia services using the following steps: a. On the Windows Start menu, click All Programs > Nortel Contact Center > Multimedia Server > CCMM Services Control. Result: The CCMM Service Control window appears.

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b. Click Stop All. c. Click Start All. d. Click Exit to close the CCMM Service Control window.

Updating Contact Center Manager Administration You must configure Contact Center Manager Administration with the name and IP address of the renamed Contact Center Multimedia Standby server. You can configure more than one Contact Center Multimedia server in Contact Center Manager Administration, but only one Contact Center Multimedia server can be active at a time. Updating the server information in Contact Center Manager Administration You must log on as the Web administrator to add and configure the Contact Center Multimedia Standby server.

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1

In a Web browser, type http://, where is the name of the server where Contact Center Manager Administration is installed.

2

Log on as the Web administrator.

3

Click Configuration.

4

On the Server menu, select Add Server. Result: The Contact Center Manager server Properties window appears.

5

In the Server Name box, type the name of the Contact Center Multimedia server. Result: The system automatically completes the IP address and display name.

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6

In the Login ID box, type the logon ID for the reporting user name for the server. The logon ID for the Contact Center Multimedia server is mmReport.

7

In the Password box, type the password for the reporting user name for the server. The default user password is mmRep.

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8

From the Type list, select CCMM.

9

Click Submit.

10

In the left pane, select the Contact Center Manager Server with which you want to associate the Contact Center Multimedia Standby server.

11

Right-click the Contact Center Manager Server and then click Edit Properties.

12

Under Associated Reporting Server, select the check box next to the current active Contact Center Multimedia server name. ATTENTION You must ensure that only the active Multimedia server has a check mark in the box beside the server name.

13

Click Submit.

14

On the Launchpad menu, click Logout.

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Glossary

A

accelerator key A key on a phoneset that an agent can use to place a call quickly. When an agent presses an accelerator key, the system places the call to the configured number associated with the key. For example, if an agent presses the Emergency key, the system places a call to the agent’s supervisor. ACCESS An internal protocol used by Contact Center Manager Server to directly control some of the voice services available on the CallPilot or Meridian Mail platform. access class A collection of access levels that defines the actions a member of the access class can perform within the system. For example, a member of the Administrator access class might be given a collection of Read/Write access levels. access level A level of access or permission given to a particular user for a particular application or function. For example, a user might be given View Only access to historical reports. ACCESS link A communication channel between Contact Center Manager Server and CallPilot or Meridian Mail. ACCESS voice port A voice port controlled by the ACCESS link. ACD call See automatic call distribution call. ACD-DN See automatic call distribution directory number.

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ACD group See automatic call distribution group. ACD routing table See automatic call distribution routing table. ACD subgroup See automatic call distribution subgroup. acquired resource A resource configured on the switch under the control of Contact Center Manager Server. Resources must be configured with matching values on both the switch and Contact Center Manager Server. activated script A script that is processing calls or is ready to process calls. Before you can activate a script, you must first validate it. active server In a system with a Replication Server, the server providing call processing and administration services. activity code A number that agents enter on their phoneset during a call. Activity codes provide a way of tracking the time agents spend on various types of incoming calls. They are also known as Line of Business (LOB) codes. For example, the activity code 720 might be used to track sales calls. Agents can then enter 720 on their agent desktop applications during sales calls, and this information can be generated in an Activity Code report. adapter Hardware required to support a particular device. For example, network adapters provide a port for the network wire. Adapters can be expansion boards or part of the computer’s main circuitry. administrator A user who sets up and maintains Contact Center Manager and Contact Center Multimedia. 1558

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agent A user who handles inbound and outbound voice calls, e-mail messages, and Web communications. agent logon ID A unique identification number assigned to a particular agent. The agent uses this number when logging on. The agent ID is not associated with any particular phoneset. agent priority per skillset Each agent has a priority per skillset. This priority represents their skill level within the skillset. This priority is used only in queuing the agent in the idle agent queues, thus allowing agents with greater priority in a skillset to be presented with calls before agents of lesser priority. Agent priority per skillset has a range of 1 to 48, with 1 having the greatest priority. Agent priority per skillset is not used to determine which request to present to an idle agent when the agent qualifies for more than one queue request. That presentation is based solely on the calls’ attributes. agent-to-skillset assignment A matrix that, when you run it, sets the priority of one or more agents for a skillset. Agent to skillset assignments can be scheduled. agent-to-supervisor assignment A matrix that, when you run it, assigns one or more agents to specific supervisors. Agent to supervisor assignments can be scheduled. AIP Advanced I/O Processor alias See e-mail alias. AML See Application Module Link. ANI See automatic Number Identification. Installation and Maintenance Guide

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

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automatic call distribution directory number A primary or supplementaryDN associated with an ACD group. Calls made to an automatic call distribution directory number are distributed to agents belonging to the group, based on the ACD routing table on the switch. automatic call distribution group An entity defined on the switch for the purpose of call distribution. When a customer dials an ACD group, the call is routed to any agent who is a member of that group. automatic call distribution routing table A table configured on the switch that contains a list of ACD-DNs used to define routes for incoming calls. This ensures that incoming calls not processed by Contact Center Manager Server are queued to ACD groups and handled by available agents. automatic call distribution subgroup An entity defined on the switch to assign supervisory responsibilities. Each subgroup has one supervisor phoneset and a number of agent phonesets associated with it. Agents can log on to any phoneset within their ACD subgroup. The supervisor must log on to the supervisor phoneset to monitor assigned agents. automatic Number Identification A telephony feature that provides the originating local telephone number of the caller. auto-response A message sent to a customer with no agent interaction. An auto-response can be an intelligent response, such as a sales promotion flyer, or an acknowledgement, such as, “We received your e-mail and will respond to you within three days.”

B

basic call A simple unfeatured call between two 2500 phonesets, on the same switch, using a four-digit dialing plan.

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BBUA Back-to-Back User Agent

C

call age The amount of time a call waits in the system before being answered by an agent. call destination The site to which an outgoing network call is sent. See also call source. Calling Line Identification An optional service that identifies the telephone number of the caller. This information can then be used to route the call to the appropriate agent or skillset. The CLID can also be displayed on an agent’s phoneset. call intrinsic A script element that stores call-related information assigned when a call enters Contact Center Manager Server. See also intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic. call presentation class A collection of preferences that determines how calls are presented to an agent.A call presentation class specifies whether a break time between calls is allowed, whether an agent can put DN calls on hold for incoming ACD calls, and whether an agent phoneset displays that the agent is reserved for a network call. call priority The priority given to a request for a skillset agent in a QUEUE TO SKILLSET or QUEUE TO NETWORK SKILLSET script element. This priority is used only in queuing a pending request in the pending request queue corresponding to the required skillsets. This allows pending requests with greater priority in a skillset to be presented to agents before calls of lesser priority. Call priority has a range or 1 to 6, with 1 having the greatest priority. Six priorities are used to fully support the many queuing variations provided by existing NACD functionality. Call priority is maintained at target nodes for network call requests.

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Call Request Queue Size Sets the maximum queue size for network skillsets. When the set maximum is reached, the queue rejects calls. For Network Skill-Based Routing, Call Request Queue Size (CRQS) is configured in Contact Center Manager Administration. If the NACD fallback or the Queue_to_NACD script command is used, CRQS must be configured in LD23 on the switch. See also Flow Control Threshold. call source The site from which an incoming network call originates. See also call destination. call treatment A script element that enables you to provide handling to a call while it is waiting to be answered by a contact center agent. For example, a caller can hear a recorded announcement or music while waiting for an agent. call variable A script variable that applies to a specific call. A call variable follows the call through the system and is passed from one script to another with the call. See also global variable, script variable. CallPilot A multimedia messaging system you can use to manage many types of information, including voice messages, fax messages, e-mail messages, telephone calls (including conferencing), calendars, and directories. campaign See outbound campaign. CAT Channel Allocation Table CCR customer controlled routing CDN See controlled directory number.

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central processing unit The component of a computer that performs the instructions of computer programs. Also known as a processor or microprocessor. centum call seconds A measure of call traffic density that represents one call in one channel for 100 seconds in 1 hour. CLAN See Customer Local Area Network. CLAN subnet See enterprise IP network. CLID See Calling Line Identification. client The part of Contact Center Manager Server that runs on a personal computer or workstation and relies on the server to perform some operations. Two types of client are available: Server Utility and Contact Center Manager Administration. See also server. closed reasons An item configured in Contact Center Multimedia to indicate the result of a completed e-mail contact. Agents choose a closed reason, and this information can be generated in a report. command A building block used with expressions, variables, and intrinsics to create scripts. Commands perform distinct functions, such as routing a call to a specific destination, playing music to a caller, or disconnecting a caller. Communication Control Toolkit A client/server application that integrates a telephone on a user’s desktop with client- and server-based applications.

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Communication Server 1000 Telephony Manager A Nortel application used for Private Branch Exchange (PBX) management. Computer Telephony Integration An application that enables a computer to control telephone calls. Conditionally Toll Denied Allowed access for calls placed through Basic/Network Alternate Route Selection and Coordinated Dialing Plan. Contact Center Agent Desktop An agent tool that contact center agents can use to provide intelligent and personalized customer care. Agents use a personal computer to access the telephony and multimedia functions. Contact Center Manager A client/server contact center solution for varied and changing business requirements. It offers a suite of applications that includes call processing and agent handling, management and reporting, networking, and third-party application interfaces. Contact Center Manager Administration A browser-based tool for contact center administrators and supervisors used for managing and configuring a contact center and its users, defining access to data, and viewing real-time and historical reports. The Contact Center Manager Administration software is installed on an application server. See also Contact Center Manager Administration server. Contact Center Manager Administration server The server on which the Contact Center Manager Administration software is installed. This server acts as the middle layer that communicates with Contact Center Manager Server and makes information available to the client PCs. Contact Center Manager Server This server is responsible for functions such as the logic for call processing, call treatment, call handling, call presentation, and the accumulation of data into historical and real-time databases.

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Contact Center Manager Server call A call to a CDN controlled by Contact Center Manager Server. The call is presented to the Incalls key on an agent’s phoneset. Contact Center Multimedia server A client/server contact center application that expands inbound telephony capabilities to include outbound voice, e-mail, and Web communications. Contact Center Standby server The server that contains an up-to-date backup version of the Contact Center Manager Server database for use if the active server fails. The database is kept up-to-date by the Replication Server. Contivity VPN Switch A Nortel product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet. controlled directory number A special directory number that allows calls arriving at the switch to be queued when the CDN is controlled by an application such as Contact Center Manager Server. When a call arrives at this number, the switch notifies the application and waits for routing instructions, which are performed by scripts in Contact Center Manager Server. CPH calls per hour CPU See central processing unit. CRM See Customer Relationship Manager. CRQS See Call Request Queue Size.

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CSL Command and Status Link CTD See Conditionally Toll Denied. CTI See Computer Telephony Integration. customer administrator A user who maintains Contact Center Manager. Customer Local Area Network The LAN to which your corporate servers, third-party applications, and desktop clients connects. Customer Relationship Manager An application that provides the tools and information that an organization requires to manage its customer relationships.

D

Data Execution Prevention A set of hardware and software technologies that perform additional checks on memory to help to protect against malicious code exploits. In Windows Server 2003 Service Pack 1, Data Execution Prevention is enforced by both hardware and software. database views A logical representation of the database used to organize information in the database for your use. Event statistics are accessible through database views. DBMS Database Management System deacquire To release an acquired switch resource from the control of the contact center.

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deactivated script A script that does not process any new calls. If a script is in use when it is deactivated, calls continue to be processed by the script until they are completed. default activity code The activity code assigned to a call if an agent does not enter an activity code manually, or when an agent presses the activity code button twice on the phoneset. Each skillset has a defined default activity code. default skillset The skillset to which calls are queued if they are not queued to a skillset or a specific agent by the end of a script. denial of service An incident in which a user or organization is unable to gain access to a resource that they can normally access. DEP See Data Execution Prevention. Designer Patch An emergency fix packaged to address specific individual Contact Center software problems. Designer Patches are viewable from a patch viewer application. Designer Patches are included in the next scheduled service update or service update Supplementary. See also service update and service update Supplementary. desktop user A configured user who can log on to the Contact Center Manager Server from a client PC. destination site The site to which an outgoing network call is sent. See also source site. DHCP See dynamic host configuration protocol.

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Dial-Up Networking See Remote Access Services. Dialed Number Identification Service An optional service that allows Contact Center Manager Server to identify the phone number dialed by the incoming caller. An agent can receive calls from customers calling in on different DNISs and, if the DNIS is displayed on the phoneset, can prepare a response according to the DNIS. DID Direct Inward Dial directory number The number that identifies a phoneset on a switch. The directory number (DN) can be a local extension (local DN), a public network telephone number, or an automatic call distribution directory number (ACD-DN). directory number call A call presented to the DN key on an agent’s phoneset. display threshold A threshold used in real-time displays to highlight a value below or above the normal range. disposition code An item configured in Contact Center Multimedia to indicate the result of a completed outbound contact. Agents choose a disposition code, and this information can be generated in a report. Distant Steering Code Used by the switch to route calls to their intended destination. Distance Vector Multicast Routing Protocol The multicast routing protocol used when multicast data recipients extend beyond a single network. This protocol advertises the shortest-path route to the networks on which a multicasting source resides.

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Standard 7.23

DMS Digital Multiplex Switch DN See directory number. DN call See directory number call. DNIS See Dialed Number Identification Service. DoS See denial of service. DP See Designer Patch. DSC Distant Steering Code DTMF Dual Tone Multi Frequency Dual Tone Multi Frequency A method used by the telephone system to communicate the keys pressed when dialing. Pressing a key on the phone's keypad generates two simultaneous tones, one for the row and one for the column. These are decoded by the exchange to determine which key was pressed. DVMRP See Distance Vector Multicast Routing Protocol. dynamic host configuration protocol A protocol for dynamically assigning IP addresses to devices on a network.

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March 2008

dynamic link library A library of executable functions or data that can be used by a Windows application. Typically, a DLL provides one or more particular functions, and a program accesses the functions by creating either a static or dynamic link to the DLL. Several applications can use a DLL at the same time.

E

EBC See equivalent basic calls. EIU Ethernet Interface Unit ELAN Subnet See embedded local area network. e-mail alias An e-mail address that forwards all e-mail messages it receives to another e-mail account. For example, the mailbox [email protected] can have the aliases [email protected] and [email protected]. E-mail addressed to either of these aliases is forwarded to the [email protected] mailbox. To route e-mail messages depending on the alias to which they are addressed, create a recipient mailbox as an enabled mailbox in Multimedia Administrator and then create a recipient mailbox as an alias in Multimedia Administrator and then create routing rules based on the alias. e-mail message contact An incoming e-mail message handled intelligently using rules to route a contact according to a skillset, send an auto-response, or close the contact. e-mail rule Determine how an e-mail contact is routed based on information about the e-mail message (inputs) and configurations in your contact center (outputs). embedded local area network A dedicated Ethernet TCP/IP LAN that connects the Contact Center Manager Server and the switch.

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Standard 7.23

Emergency key A key on an agent’s phoneset that, when pressed by an agent, automatically calls their supervisor to notify the supervisor of a problem with a caller. enterprise IP network Your entire IP network including the ELAN subnet and the Nortel server subnet. equivalent basic calls A measure of the telephone switch CPU real time required to process a basic call. See also basic call. event 1. An occurrence or action on Contact Center Manager, such as the sending or receiving of a message, the opening or closing of an application, or the reporting of an error. Some events are for information only, while others can indicate a problem. Events are categorized by severity: information, minor, major, and critical. 2. An action generated by a script command, such as queuing a call to a skillset or playing music. expression 1. A building block used in scripts to test for conditions, perform calculations, or compare values within scripts. See also logical expression and mathematical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression.

F

FCTH See Flow Control Threshold. filter timer The length of time after the system unsuccessfully attempts to route calls to a destination site before that site is filtered out of a routing table. firewall A set of programs that protects the resources of a private network from external users.

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March 2008

first-level threshold The value that represents the lowest value of the normal range for a statistic in a threshold class. The system tracks how often the value for the statistic falls below this value. Flow Control Threshold The number of calls required to reopen a closed network skillset queue. This value must be less than the Call Request Queue Size. For Network Skill-Based Routing, Flow Control Threshold (FCTH) is configured in Contact Center Manager Administration. If the NACD fallback or the Queue_to_NACD script command is used, FCTH must be configured in LD23 on the switch. See also Call Request Queue Size.

G

global settings Settings that apply to all skillsets or IVR ACD-DNs configured on your system. global variable A variable that contains values that can be used by any script on the system. You can only change the value of a global variable in the Script Variable Properties sheet. You cannot change it in a script. See also call variable, variable. GOS See grade of service. grade of service The probability that calls are delayed by more than a certain number of seconds while waiting for a port.

H

HDX See Host Data Exchange. Host Data Exchange A rich scripting language provided with Contact Center Manager to control treatment of calls.

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HTTP See Hypertext Transfer Protocol. hundred call seconds See centum call seconds. Hypertext Transfer Protocol The set of rules for transferring data on the World Wide Web.

I

ICM See Intelligent Call Manager. IGMP See Internet Group Management Protocol. Incalls key The key on an agent phoneset to which incoming ACD and Contact Center Manager calls are presented. Integrated Services Digital Network A set of standards for transmitting digital information over ordinary telephone wire and other media. Integration Package for Meridian Link A feature that integrates an IVR system with a switch. Intelligent Call Manager A high capacity contact center TCP/IP interface to the switch that enables the exchange of messages between the switch and a remote host computer. Interactive Voice Response An application that allows telephone callers to interact with a host computer using prerecorded messages and prompts. Interactive Voice Response ACD-DN A directory number that routes a caller to a specific IVR application. An IVR ACD-DN must be acquired for non-integrated IVR systems.

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March 2008

Interactive Voice Response event A voice port logon or logoff. An IVR event is pegged in the database when a call acquires or deacquires a voice port. Internet Group Management Protocol The multicast routing protocol used in a network that does not require the delivery of multicast packets between routers or across networks. This protocol transports the following information between host group members, hosts, and routers: „

client requests to join a group

„

messages about group membership sent by hosts to routers

Internet Protocol address An identifier for a computer or device on a TCP/IP network. Networks use TCP/ IP to route messages based on the IP address of the destination. For customers using NSBR, site IP addresses must be unique and correct.The format of an IP address is a 32-bit numeric address written as four values separated by periods. Each value can be 0 to 255. For example, 1.160.10.240 can be an IP address. intrinsic A word or phrase used in a script to gain access to system information about skillsets, agents, time, and call traffic that can then be used in formulas and decision-making statements. See also call intrinsic, skillset intrinsic, time intrinsic, traffic intrinsic. IP address See Internet Protocol address. IPML See Integration Package for Meridian Link. ISDN See Integrated Services Digital Network. IVR See Interactive Voice Response.

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Standard 7.23

IVR ACD-DN See Interactive Voice Response ACD-DN. IVR event See Interactive Voice Response event. IVR port See voice port.

L

LAN See local area network. Line of Business code See activity code. LOB code See activity code. local area network A computer network that spans a relatively small area. Most LANs connect workstations and personal computers and are confined to a single building or group of buildings. local call A call that originates at the local site. See also network call. local skillset A skillset that can be used at the local site only. See also network skillset, skillset. logical expression 1. A symbol used in scripts to test for different conditions. Logical expressions are AND, OR, and NOT. See also expression, mathematical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression.

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March 2008

M

M1 Meridian 1 switch M1 IE Meridian 1 Internet Enabled switch mailbox See recipient mailbox. Management Information Base A data structure that describes the collection of all possible objects in a network. Each managed node maintains one or more variables (objects) that describe its state. Contact Center Manager Server Management Information Bases (MIB) contribute to the overall network MIB by: „

identifying Nortel/Meridian/Contact Center Manager Server nodes within the network

„

identifying significant events (SNMP traps), such as alarms reporting

„

specifying formats of alarms

Master script The first script executed when a call arrives at the Contact Center. A default Master script is provided with Contact Center Manager, but it can be customized by an authorized user. It cannot be deactivated or deleted. See also network script,primary script, script, secondary script. mathematical expression 1. An expression used in scripts to add, subtract, multiply, and divide values. Mathematical expressions are addition (+), subtraction (-), division (/), and multiplication (*). See also expression and logical expression. 2. A category of disk drives that employs two or more drives in combination for fault tolerance and performance. See also relational expression. mean holding time 1. The time that the agent is involved in serving a call. It is the sum of average talk time. 2. The time required for postcall processing when the agent is not available to handle other calls. 3. Intercall interval (including union break, if any). Installation and Maintenance Guide

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Standard 7.23

Media Application Server A programmable media endpoint in a SIP signaling network that acts as a SIP user agent to accept and control sessions and the IP media (audio and video) services associated with those sessions. The Media Application Server delivers programmable customized intelligent media services to those sessions using text, voice, and video initially, with extensibility to other media and information types as the applications grow. mean time between calls The average time between presentation of calls to an agent. Meridian Link Services A communications facility that provides an interface between the switch and a third-party host application. Meridian Mail A Nortel product that provides voice messaging and other voice and fax services. Meridian MAX A Nortel product that provides call processing based on ACD routing. MHT See mean holding time. MIB See Management Information Base. MLS See Meridian Link Services. MM See Meridian Mail. MOSPF See Multicasting Extensions to Open Shortest Path First.

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March 2008

MTBC See mean time between calls. Multicasting Extensions to Open Shortest Path First An enhanced version of the Open Shortest Path First (OSPF) routing algorithm that allows a router to forward multicast IP traffic within an autonomous OSPF (v.2) system. Multimedia database A Caché database used to store customer information and contact details for outbound, e-mail, and Web communication contacts. MSL-100 Meridian Stored Logic 100 switch music route A resource installed on the switch that provides music to callers while they wait for an agent.

N

NACD call A call that arrives at the server from a network ACD-DN. NAT See Network Address Translation. NCC See Network Control Center. NCRTD See Network Consolidated Real-Time Display. Network Address Translation The translation of an Internet Protocol (IP) address used within one network to an IP address used within another network. One network is called the inside network and the other is called the outside network.

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Standard 7.23

network call A call that originates at another site in the network. See also local call. Network Consolidated Real-Time Display A real-time display containing data from more than one Contact Center Manager Server. This data is consolidated by Contact Center Manager Administration. Network Control Center The server on a Contact Center Manager system where Network Skill-Based Routing is configured and where communication between servers is managed. network interface card An expansion board that enables a PC to connect to a local area network (LAN). network script The script executed to handle error conditions for Contact Center Manager Server calls forwarded from one site to another for customers using NSBR. The network script is a system-defined script provided with Contact Center Manager, but it can be customized by an authorized user. It cannot be deactivated or deleted. See also Master script, primary script, script, secondary script. Network Skill-Based Routing An optional feature with Contact Center Manager Server that provides skillbased routing to multiple networked sites. network skillset A skillset common to every site on the network. Network skillsets must be created at the Network Control Center (NCC). night mode A skillset state in which the server does not queue incoming calls to the skillset, and in which all queued calls are given night treatment. A skillset goes into night mode automatically when the last agent logs off, or the administrator can put it into night mode manually. See also out-of-service mode, transition mode.

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Nortel server subnet The subnet to which the Nortel servers, such as Contact Center Manager Server, Network Control Center, Contact Center Manager Administration, Contact Center Multimedia, and CallPilot are connected. Nortel VPN Router Switch A Nortel product that provides routing, firewall, bandwidth management, encryption, authentication, and data integrity for secure tunneling across managed IP networks and the Internet. NPA See Number Plan Area. NSBR See Network Skill-Based Routing. Number Plan Area Area code

O

object linking and embedding A compound document standard that enables you to create objects with one application, and then link or embed them in a second application. ODBC See Open Database Connectivity. OEM Original equipment manufacturer Office hours Hours configured in the contact center where e-mail messages can be routed using one method when the contact center is open, and another method when the contact center is closed. OLE See object linking and embedding.

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Standard 7.23

Open Database Connectivity A Microsoft-defined database application program interface (API) standard. Open Shortest Path First A routing algorithm that provides least-cost routing, multipath routing, and load balancing. Optivity Telephony Manager A Nortel application used for switch management. OSPF See Open Shortest Path First. OTM See Optivity Telephony Manager. outbound campaign A group of outgoing calls from the contact center for a specific purpose, for example, customer satisfaction surveys. Outbound Campaign Management Tool An administrator tool accessed through Contact Center Manager Administration for configuring outbound campaigns. outbound contact An outgoing voice call intelligently routed to an agent according to a skillset within a defined time interval. The call can be dialed by the agent or the switch. out-of-service mode A skillset state in which the skillset does not take calls. A skillset is out of service if no agents are logged on or if the supervisor puts the skillset into outof-service mode manually. See also night mode, transition mode. out-of-service skillset A skillset not taking any new calls. While a skillset is out of service, incoming calls cannot be queued to the skillset. See also local skillset, network skillset,skillset.

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March 2008

P

patch See Designer Patch. PBX See private branch exchange. pegging The action of incrementing statistical counters to track and report on system events. pegging threshold A threshold used to define a cut-off value for statistics, such as short call and service level. Pegging thresholds are used in reports. PEP Product Enhancement Package. Product Enhancement Package A planned update to address specific individual Contact Center software problems. Product enhancement packages are viewable from a patch viewer application. Product enhancement packages are included in the next scheduled service update or service update Supplementary. See also service update and service update Supplementary. personal directory number A DN on which an agent can be reached directly, usually for private calls. phoneset The physical device, connected to the switch, to which calls are presented. Each agent and supervisor must have a phoneset. phoneset display The display area on an agent’s phoneset where information about incoming calls can be communicated. PIM See Protocol Independent Multicast.

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Standard 7.23

Platform Vendor Independence A software-only contact center solution, which operates on any hardware platform that meets specified requirements. Position ID A unique identifier for a phoneset, used by the switch to route calls to the phoneset. Referred to as Telephony/Port Address in Contact Center Manager Server. primary ACD-DN A directory number that callers can dial to reach an ACD group. primary script A script executed or referenced by the Master script. A primary script can route calls to skillsets, or it can transfer routing control to a secondary script. See also Master script, network script,script, secondary script. priorities Two sets of priorities affect queuing and call presentation: agent priority per skillset and call priority. For both sets of priorities, the lower in value of the number indicates a greater priority in presentation. All idle agent queues and all pending request queues always queue by priority as its top precedence. All other queuing options, such as age of call and agent idle time, take a lower precedence than priority. See also call priority and agent priority per skillset. private branch exchange A telephone switch, typically used by a business to service its internal telephone needs. A PBX usually offers more advanced features than are generally available on the public network. Protocol Independent Multicast A protocol that provides efficient routes for multicast traffic that must cross the Internet to reach members of sparsely distributed multicast groups. PSTN See public switched telephone network.

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public switched telephone network The international network of private and government-owned voice-oriented public telephone networks.

R

RAID See Redundant Array of Intelligent/Inexpensive Disks. RAN recorded announcement RAN route See recorded announcement route. RAS See Remote Access Services. Real-time Statistics Multicast An interface that provides real-time information to third-party applications in either multicast or unicast format. recipient mailbox A container on the e-mail server that hold e-mail messages. Standard mailboxes are monitored by the Contact Center E-mail Manager, which routes the e-mail to an agent or group of agents (skillset) based on an analytical search of the sender address, the recipient address, the subject and body of an e-mail message for predetermined keywords, or a combination of these. The e-mail server must be compliant with Post Office Protocol 3 (POP3) and Standard Mail Transfer Protocol (SMTP). Every POP3 mailbox used by the Contact Center Multimedia server requires basic authentication to facilitate e-mail retrieval. Basic authentication passes the mailbox user and password in clear text to the e-mail server. You can increase your security by adding Secure Socket Layer (SSL) encryption. recorded announcement route A resource installed on the switch that offers a recorded announcement to callers.

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Standard 7.23

Redundant Array of Intelligent/Inexpensive Disks A category of disk drives that employs two or more drives in combination for fault tolerance and performance. redundant server A warm standby server, used for shadowing the Multimedia database on the Multimedia server and providing a quick recovery if the primary server fails. relational expression An expression used in scripts to test for different conditions. Relational expressions are less than (<), greater than (>), less than or equal to (< =), greater than or equal to (> =), and not equal to (< >). See also expression, logical expression, mathematical expression. Remote Access Services A feature built into Windows NT and Windows 95 that enables users to log on to an NT-based LAN using a modem, X.25 connection, or WAN link. This feature is also known as Dial-Up Networking. Replication Server A server that backs up the active Contact Center Manager Server to the standby Contact Center Manager Server in real time. reporting supervisor The supervisor who has primary responsibility for an agent. When an agent presses the Emergency key on the phoneset, the emergency call is presented to the agent’s reporting supervisor. See also associated supervisor. Resource Reservation Protocol The protocol used by routers to allow host systems in an IP network to reserve resources for unicast or multicast dataflows. round robin routing table A routing table that queues the first call to the first three sites in the routing table, then the second three sites, then the third three sites, and so on, until an agent is reserved at one of the sites. See also sequential routing table.

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route A group of trunks. Each trunk carries either incoming or outgoing calls to the switch. See also music route, RAN route. router A device that connects two LANs. Routers can also filter messages and forward them to different places based on various criteria. routing table A table that defines how calls are routed to the sites on the network. See also round robin routing table, sequential routing table. RSM See Real-time Statistics Multicast. RSVP See Resource Reservation Protocol. rule See e-mail rule.

S

sample script A script installed with the Contact Center Manager Server client. Sample scripts are stored as text files in a special folder on the client. The contents of these scripts can be imported or copied into user scripts to create scripts for typical contact center scenarios. SCM See Service Control Manager. script A set of instructions that relates to a particular type of call, caller, or set of conditions, such as time of day or day of week. See also Master script, network script,primary script, secondary script. script variable See variable.

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Standard 7.23

second-level threshold The value used in display thresholds that represents the highest value of the normal range for a given statistic. The system tracks how often the value for the statistic falls outside this value. secondary directory number A DN defined on the agent’s phoneset as a Centrex line for incoming and outgoing non-ACD calls. secondary script Any script (other than a Master, network, or primary script) referenced from a primary script or any other secondary script. Statistics are not pegged for actions occurring during a secondary script. See also Master script, network script,primary script, script. sequential routing table A routing table method that always queues a call to the first three active sites in the routing table. See also round robin routing table. server A computer or device on a network that manages network resources. Examples of servers include file servers, print servers, network servers, and database servers. Contact Center Manager Server is used to configure the operations of the contact center. See also client. server subnet The subnet to which the Nortel servers, such as Contact Center Manger Server, Network Control Center, Contact Center Manager Administration, Contact Center Multimedia, and CallPilot are connected. service A process that adheres to a Windows NT structure and requirements. A service provides system functionality. Service Control Manager A Windows NT process that manages the different services on the PC.

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service level The percentage of incoming calls answered within a configured number of seconds. service level threshold A parameter that defines the number of seconds within which incoming calls should be answered. service update A Contact Center supplementary software application that enhances the functionality of previously released software by improving performance, adding functionality, or correcting a problem discovered since the original release. All previous service updates (SUs) for the release are included in the latest service update. For example, SU02 contains the contents of SU01 as well as the fixes delivered in SU02. SU03 contains SU01, SU02, and the fixes delivered in SU03. See also service update Supplementary, Product Enhancement Package, and Designer Patch. service update Supplementary A stand-alone Contact Center supplementary software application installed on top of a specific service update (SU). It does not contain the contents of previous SUs. The next SU includes SUSs built on top of previous SUs. For example, SUS0301 is installed on top of SU03. SU04 contains SU03 and SUS0301 (and any subsequent SUSs built on top of SU03). See also service update Supplementary, Product Enhancement Package, and Designer Patch. Session Initiation Protocol An application-layer control (signaling) protocol for creating, modifying, and terminating sessions with one or more participants. Simple Network Management Protocol A systematic way of monitoring and managing a computer network. The SNMP model consists of four components: „

managed nodes, which are any device, such as hosts, routers, and printers, capable of communicating status to network-management systems through an SNMP management process called an SNMP Agent

„

management stations, which are computers running special network management software that interact with the Agents for status

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Standard 7.23 „

management information, which is conveyed through exact specifications and format of status specified by the MIB

„

Management Protocol or SNMP, which sends messages called protocol data units (PDUs)

SIP See Session Initiation Protocol. SIP Terminal The SIP Address of the TR87 controlled terminal dedicated to this agent. This is the phone number that the agent controls, combined with the domain of the agent in the SIP URI. SIP URI The SIP Address for the agent as configured on the target SIP server. The SIP Address uniquely identifies the agent on the SIP network. site 1. A system using Contact Center Manager Server that can be accessed using Server Utility. 2. A system using Contact Center Manager Server and participating in Network Skill-Based Routing. skillset A group of capabilities or knowledge required to answer a specific type of call. See also local skillset, network skillset. skillset intrinsic A script element that inserts information about a skillset in a script. Skillset intrinsics return values such as skillsets, integers, and agent IDs. These values are then used in queuing commands. See also call intrinsic, intrinsic, time intrinsic, and traffic intrinsic. SL-100 Stored Logic 100 switch SNMP See Simple Network Management Protocol.

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source site The site from which an incoming network call originates. See also destination site. standby In skillset assignments, a property that grants an agent membership in a skillset, but makes the agent inactive for that skillset. standby server A server that contains an up-to-date version of the database, for use when the active server becomes unavailable. SU See service update. supervisor A user who manages a group of agents. See also associated supervisor and reporting supervisor. supplementary ACD-DN A DN associated with a primary DN. Any calls to the supplementary DN are automatically routed to the primary DN. A supplementary DN can be a toll-free (1-800) number. SUS See service update Supplementary. switch See telephony switch. switch resource A device configured on the switch. For example, a CDN is configured on the switch and then used as a resource with Contact Center Manager Server. See also acquired resource.

Installation and Maintenance Guide

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Standard 7.23

system-defined scripts The Master_Script and the Network_Script (if NSBR is enabled). Users can customize or deactivate these scripts, but they cannot delete them. These scripts are the first scripts executed for every local or networked arriving at the contact center.

T

TAPI See Telephony Application Program Interface. target site See destination site. TCP/IP See Transmission Control Protocol/Internet Protocol. TDM See Time-Division Multiplex. telephony The science of translating sound into electrical signals, transmitting them, and then converting them back to sound. The term is used frequently to refer to computer hardware and software that perform functions traditionally performed by telephone equipment. telephony switch The hardware that processes calls and routes them to their destination. Telephony Application Program Interface An interface between the switch and an application that allows the application to control the telephone on a user’s desktop. threshold A value for a statistic at which system handling of the statistic changes. threshold class A set of options that specifies how statistics are treated in reports and real-time displays. See also display threshold, pegging threshold.

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Time-Division Multiplex A method of transmission in which a signal is separated into multiple segments at the transmission source, and then reassembled at the receiving end. time intrinsic A script element that stores information about system time, including time of day, day of week, and week of year. See also call intrinsic, intrinsic, skillset intrinsic, traffic intrinsic. Token Ring A PC network protocol developed by IBM. A Token Ring network is a type of computer network in which all the computers are arranged schematically in a circle. traffic intrinsic An intrinsic that inserts information about system-level traffic in a script. See also call intrinsic, intrinsic, skillset intrinsic, time intrinsic. transition mode A skillset state in which the server presents already queued calls to a skillset. New calls queued to the skillset are given out-of-service treatment. See also night mode, out-of-service mode. Transmission Control Protocol/Internet Protocol The communication protocol used to connect devices on the Internet. TCP/IP is the standard protocol for transmitting data over networks. treatment See call treatment. trunk A communications link between a PBX and the public central office, or between PBXs. Various trunk types provide services such as Direct Inward Dialing (DID trunks), ISDN, and Central Office connectivity.

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Standard 7.23

U

user-created script A script created by an authorized user on the Contact Center Manager system. Primary and secondary scripts are user created scripts. user-defined script A script modified by an authorized user on the Contact Center Manager system. utility A program that performs a specific task, usually related to managing system resources. Operating systems contain a number of utilities for managing disk drives, printers, and other devices.

V

validation The process of checking a script to ensure that all the syntax and semantics are correct. A script must be validated before it can be activated. variable A placeholder for values calculated within a script, such as CLID. Variables are defined in the Script Variable Properties sheet and can be used in multiple scripts to determine treatment and routing of calls entering Contact Center Manager Server. See also call variable, global variable. Virtual Private Network A private network configured within a public network to take advantage of the economies of scale and management facilities of large networks. Voice Extensible Markup Language Allows a user to interact with the Internet through voice-recognition technology. Voice over IP Voice traffic transmitted in digital format using the IP protocol. voice port A connection from a telephony port on the switch to a port on the IVR system. VPN See Virtual Private Network.

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VXML See Voice Extensible Markup Language.

W

WAN See wide area network. Web-on-hold A set of URLs that a customer sees after requesting a text chat session, and before the agent connects to the Web Communications contact. wide area network A computer network that spans a relatively large geographical area. Typically, a WAN consists of two or more local area networks (LANs). The largest WAN in existence is the Internet. workload scenarios Sets of configuration values defined for typical patterns of system operations. Five typical workload scenarios (entry, small, medium, large, and upper end) are used in the Capacity Assessment Tool for capacity analysis for Contact Center Manager.

Installation and Maintenance Guide

1595

Standard 7.23

1596

Contact Center Multimedia/Outbound

Index A about configuring e-mail contacts 200 configuring outbound contacts 200 Contact Center Agent Desktop 27 E-mail Manager 26 Geographic Redundancy 872, 974 hotdesking 232 journal files 966 migration utility 28 Multimedia administration 28 Multimedia database 26 pcAnywhere 54 pushing Web pages 277 remote desktop connection 54 shared e-mail folders 87 standby server 872 telephony-only installation 48 text chat 276 access configuring inbound attachment 100, 348, 718, 940 configuring outbound attachment 103, 351, 721, 943 Outbound Campaign Management Tool 238 recommendations for remote support 54 rights for pcAnywhere in Windows 57 rights to install Multimedia software 25 sample Web customer interface 258 accounts configuring pcAnywhere 58 configuring user 123 acquiring phonesets in CCMA 136 route points in CCMA 145 activating Windows 2003 security templates 1267 activating rules 1122 active contact timer 1183 active server required information 892 Installation and Maintenance Guide

addenda in documentation 53 adding agents in CCMA 142 an auto-response to a rule 1136 closed reasons for e-mail 1139 custom fields 1180 features 1307 keyword groups to a rule 1109 Multimedia server to CCMS 428 multimedia skillsets in CCMA 138 page push URLs 1157 phonesets in CCMA 135 route points in CCMA 144 sender groups to a rule 1112 supervisors in CCMA 141 the Multimedia server for reporting 150 Web-on-hold groups 1160 addresses adding CCMM server to CCMA 150 configuring recipient 215 creating groups for rules 1112 importing from TAPI 175 mapping Windows users to 190 recipient mailboxes 220 using for hotdesking 232 warning for installation 75 administration acquiring phonesets 136 acquiring route points 145 adding agents 142 adding Multimedia server 150 adding multimedia skillsets 138 adding phonesets 135 adding route points 144 adding supervisors 141 adding the standby server 952 archiving 1236 associating Multimedia server for reporting 151 changing administrator default password 230 configuring CDNs 144 configuring contact types 206 configuring phonesets 135 configuring recipients 215 configuring route points 144, 207 configuring skillsets 207

1597

Index

configuring users 141 general functionality 36 importing scripts 148 importing users from 171 interaction overview 31 logging on 132 server name changes 1291 starting Outbound Campaign Management Tool 239 tool description 28 troubleshooting 1312 agent applications cannot log on 1319 connecting to NCCT server 1321 invalid credentials 1321 problems with logging on 1322 reconfiguring passwords 1320 troubleshooting Internet Explorer 1327 Agent Desktop cannot log on 1322 description 27 hotdesking 1186 logging on 237 port requirements 1279 summary 35 troubleshooting logging problems 1319 agents adding in CCMA 142 cannot log on 1322 configuring phonesets for 122 configuring user accounts 123 contacts routed to incorrect 1325 hotdesking 232, 859 licensing 30 resetting passwords 1178, 1320 verifying phonesets 160 Windows user accounts 123 allocation of memory for e-mail messages 1336 alternate installations 48 antivirus software 1263 applications Contact Center Agent Desktop 27 Multimedia Administrator 28 Outbound Campaign Management Tool 26 applying security templates in a domain 1271

1598

Standard 7.23

applying security policy 1274 archive files name 1238, 1239 viewing 1233 archiving creating new file 1236 e-mail rules 1238 outbound campaigns 1237 problems with 1328 recovering 1246 restoring 1242 skillsets 1239 asian characters 1315 Asian languages 1291 assigning agents to skillsets 412 deleting skillset-to-agent 415 route points to e-mail skillsets 1082 route points to outbound skillsets 1076 route points to Web communication skillsets 1150 associating Multimedia server for reporting 151 terminals to workstations 187, 465 users to addresses 191, 469, 817 users to contact center users 195, 473, 821 users to terminals 193, 471, 819 attachments adding to auto-responses 1120 backing up folders 1208 choosing different location 88 configuring the size of 1185 locations 1088 monitoring disk space for 1207 problems with archiving 1328 size of 1337 audible alerts 1190 audience of this guide 25 authentication for SMTP 1285 auto-acknowledgements about 1118 problems with 1318 automatic text configuring 1167 Customer Label 1168 Initial Message 1167

Contact Center Multimedia/Outbound

March 2008

auto-number e-mail messages 1089 autophrases creating 1155 auto-responses adding attachments 1120 adding to a rule 1136 configuring data 1120 creating 1118 definition 202 settings for default rule 219 using in rules 1118 available features 1370

B backing up choosing different locations 1209 creating destinations 1019, 1210 e-mail attachment folders 1208 file size for database 1208 immediate database 1214 log files 1213 log files for scheduled backups 1219 Multimedia database 1208 scheduling 1220 server operating system 1210 time required 1209 backup locations 1208 backups clearing a scheduled backup 1224 deleting 1224 restoring 1227 restoring from 1227 running scheduled 1223 scheduled 1220 setting permissions for backup log files 1220 barred e-mail addresses 1095 beep to indicate contact arrived 1190 bring to front 1188

C Cache database about 26 journal files 966, 1061 Installation and Maintenance Guide

Index

password 967 stopping 1194 callback verifying 283 callback timer 1184 CCAD See Contact Center Agent Desktop CCMA See Contact Center Manager Administration CCMM See Contact Center Multimedia CCMMOPSUSR setting password 84 CCMS See Contact Center Manager Server CCMS server name changing 1383, 1458, 1492, 1516, 1530, 1542, 1549

CCT See Communication Control Toolkit changes Dynamic Transaction Handler 36 in Communication Control Toolkit 36 in database format 36 in documentation 53 real-time displays 37 reporting 37 ChangeSOAPSrv utility running 1463, 1493 changing CCMS server name 1383, 1458, 1492, 1516, 1530, 15 42, 1549

custom fields 1181 encoding for outgoing e-mail 1099 passwords for servers 1265 server names 1291 URL sequence in a Web-on-hold group 1163 Web-on-hold groups 1162 characters asian 1315 wildcard in keyword groups 1111 wildcards in sender groups 1114 checking log files 1307 mailboxes on e-mail server 215

1599

Index

network connectivity 1296 prerequisites for new Multimedia server 70 prerequisites for redundancy server 910 choosing different locations for back ups 1209 Citrix configuring popup windows 233, 1187 hotdesking 232, 1186 client applications Contact Center Agent Desktop 27 clients configuring log utility 1254 hardware requirements 113 installing .NET Framework 116 installing CCMM_Security_Policy.msi 117 optional requirements 113 requirements on new server 112 software requirements 113 using thin 31 closed reasons adding for e-mail 1139 adding for Web communications 1172 creating for e-mail 1139 creating Web communications 1172 deleting 1141, 1174 closing contacts using rules 222 Multimedia Administrator 205 Patch Viewer 1203 codes 40593 1266 interpreting license 1370 multimedia events 1343 operating system event 1342 Communication Control Toolkit configuring 129 configuring console 163 connecting to server 1321 importing Contact Center users 171 importing resources 171 importing TAPI terminals and addresses 175 importing workstations 183 interaction overview 31 mapping terminals to workstations 187 mapping users to addresses 191 mapping users to contact center users 195

1600

Standard 7.23

mapping users to terminals 193 server description 36 server name changes 1291 Communication Server 1000 switch downloading information 154 components of Contact Center Multimedia 26 rules 1101 computer name synchronizing 1385, 1422 conference inactive troubleshooting 1323 configuring access to Outbound Campaign Management Tool 238 active contact timer 1183 attachment size 1185 automatic text 1167 callback timer 1184 CDNs in CCMA 144 closed reasons 1172 closed reasons for e-mail 1139 Communication Control Toolkit console 163 Contact Center Manager Server 129 contact center users in CCMA 141 Contact Management Framework 163 contact types 224 custom fields 1180 default delivery failure rule 221 default system rule 218 development server for Web CI 1148 e-mail contacts overview 200 e-mail settings 1090 e-mail text chat logs 1168 encoding for outgoing e-mail 1096 event to trap translator 1257 external Web server 213, 250, 617 hotdesking 232, 859 hotdesking popups in Citrix 233, 1187 idle time for outbound contacts 1078 inbound attachment access 100, 348, 718, 940 inbound attachment shared folder 88 inbound e-mail server 211 log file filters 1249 mailboxes on e-mail server 124 MIME types 104

Contact Center Multimedia/Outbound

March 2008

multimedia contacts 206 Multimedia server in CCMA 150 office hours 1118 Open Queue 126, 400, 750 outbound attachment access 103, 351, 721, 943 outbound attachment shared folder 94, 342, 539, 712 outbound contacts summary 200 outbound e-mail server 212 outgoing mailbox settings 1092, 1152 page push lists 1157 pcAnywhere 57 pcAnywhere accounts 58 phonesets for agents 122 phonesets in CCMA 135 production server for Web CI 1148 properties for the customer interface sample Web site 278 recipient mailboxes 215 route points in CCMA 144 rule inputs 1107 rule output actions 1134 rules for multiple mailboxes 1124 scheduler for backups 1220 scripts 146, 424 skillsets 207, 1117 SNMP service 1255 system default rule 218 system delivery failure rule 222 text chat timers 1165 users in CCMA 141 verbosity of log files 1249 Web communication mailbox 247 Web communication SMTP server 247 Web communications response addresses 1154 Web server 213 Web-on-hold groups 1160 Windows accounts for agents 123 connections Communication Control Toolkit 1321 testing ODBC for SWCP 4.0 1300 connectivity of network 1296 Contact Center Agent Desktop 27 bring to front 1188

Installation and Maintenance Guide

Index

cannot log on 1322 fixing originate key 1322 giving focus to 1188 hotdesking 1186 logging on 237, 517, 864 port requirements 1279 starting 236 troubleshooting logging problems 1319 Contact Center Manager Administration adding standby server 952 port requirements 1280 purpose 200 Contact Center Manager Server adding Multimedia server to 428 cannot log on 1322 configuring Communication Control Toolkit 129 configuring Open Queue 126, 400, 750 interaction overview 31 refreshing servers 133 retrieving information 200 Contact Center Multimedia Administrator logging on 1081 troubleshooting 1312 Contact Center Multimedia database troubleshooting 1311 verifying 109 Contact Center Multimedia server licensing 1303 starting services 1301 contact center users about agents 141 about supervisors 141 creating agents 142 creating supervisors 141 importing from CCMA 171 Contact Management Framework configuring 163 troubleshooting 1295 contact routing errors 1325 contact types licenses 206 licensing 30 selecting for e-mail rules 1118 skillset prefixes 209, 487, 835 contacts

1601

Index

fixing delays in queue 1325 routed to wrong agent 1325 contacts arriving sound 1190 visual cues 1188 converting text file to download switch information 157 copying attachment folders 395 Corporate licensing 1304 corrupt address 1315 creating autophrases for a skillset 1155 auto-responses 1118 backup destinations 1019, 1210 closed reasons 1172 closed reasons for e-mail 1139 custom fields 1180 customer record on Web site 280 immediate backups 1214 keyword groups 1109 ODBC DSN 387 page push lists 1157 recipient mailbox 215 recipient mailboxes 1084 route points using CCMA 200 rules for a single mailbox 1104 sender groups 1112 skillsets using CCMA 200 Web-on-hold groups 1160 creating database journal files 966 critical errors 1249 custom fields changing 1181 creating 1180 deleting 1182 customer documentation updates 53 customers label in text chat 1168 logging off 261 logging on 259 registering 258 reviewing contact history 264 updating customer details 262 updating logon credentials 263

1602

Standard 7.23

D database backing up 1208 changes from previous releases 36 clearing backup 1224 creating immediate backups 1214 information 26 migrating SWCP 4.0 to CCMM 6.0 392 monitoring disk space 1207 password 967 restoring backups 1227 restoring from an archive 1242 restoring on standby server 954 scheduling backup 1220 scheduling backups 1220 size of backup file 1208 troubleshooting 1311 upgrading SWCP 4.0 292 verifying installation 107, 355, 725 database journal files 966 default delivery failure keyword group 221 e-mail attachment folders 88 idle time for outbound contacts 1078 inbound e-mail attachments folder locations 1088 log file size 1250 log file verbosity 1249 outbound e-mail attachment folder location 1088 password for Multimedia Administrator 204 system default rule for routing e-mail 218 system delivery failure rule 221 defining contact type terminology 202 error types 1249 delayed contacts in queue 1325 deleting closed reasons 1141 custom fields 1182 rules 1123 scheduled backup 1224 skillset-to-agent assignments 415 SWCP 4.0 skillsets 417 developing Web pages 250

Contact Center Multimedia/Outbound

March 2008

development server configuring 213 development Web server configuring 250 installing software 245 prequisities 243 directory for log files 1249 disabling JAVA compiler 381 displaying current contact type licenses 206 session timeout 274 documentation addenda 53 Contact Center 41 domains applying security templates 1271 importing workstations from 183 downloading CS 1000/M1 data 154 Dynamic Transaction Handler replacement 36

E editing Web-on-hold URL groups 1162 e-mail addresses barred 1095 e-mail alias definition 202 e-mail attachment files 1088 e-mail attachment folders choosing location 88 configuring sharing 87 default location 1088 monitoring disk space 1207 e-mail attachments backing up folders 1208 e-mail contacts assigning route points to 1082 configuring overview 200 e-mail mailboxes reviewing migrated 503 E-mail Manager asian characters 1315

Installation and Maintenance Guide

Index

description 26 enabling SSL 1281 logging mailbox problems 1313 Memory Management utility 1336 not receiving mail 1314 port requirements 1279 service 226 SMTP authentication 1285 starting service 227 stopping service 1194 troubleshooting 1313 e-mail message searching body 1089 e-mail messages allocation of memory 1336 asian characters 1315 auto-numbering 1089 encoding 1096 life cycle of 1377 outgoing corrupt 1315 problems with responses 1318 sending customer responses 1094 submitting HTML forms 272 troubleshooting 1314 verifying 285 e-mail rules activating 1122 deleting 1123 making inactive 1122 See rules e-mail servers checking mailboxes 215 configuring 210, 488 configuring external Web 213 configuring inbound 211 configuring mailboxes 124 configuring outbound 212 enabling SMTP authentication 1285 managing e-mail messages 1207 multiple 216 scan interval 1088 e-mail settings configuring 1090 emergency server failure 978 emergency key inactive 1323

1603

Index

enabling Open Queue 127 remote desktop connection 67 SMTP authentication 1285 SSL for E-mail Manager 1281 encoding outgoing e-mail 1096 changing the encoding 1099 error types 1249 errors contact routing 1325 type descriptions 1249 event codes multimedia 1343 operating system 1342 suspicious activity 1266 events Multimedia 1343 operating system 1342 suspicious activity 1266 experience required 40 external Web server configuring 250, 617 installing 245 prerequisites 243 requirements 243 verifying installation 280 external Web site port requirements 1279

F failure of server 978 features 1370 files tab-delimited 1233 upgrading license 527 filtering log files 1249 firewall information 1263 first-level trace information 1249 focus on CCAD 1188 formula for calculating e-mail attachment size 1337

1604

Standard 7.23

G Geographic Redundancy 872, 974 getting started in administration 224

H hardware requirements 52 troubleshooting 1333 hotdesking 859 about 232 configuring popup windows 233, 1187 HTML forms submitting as e-mail messages 272

I idle time for outbound contacts 1078 IIS and MIME types 104 immediate backups 1214 immediate callback requesting 270 importing Contact Center users to CCT 171 resources 171 sample scripts in Contact Center Manager Administration 148 TAPI terminals and addresses 175 workstations 183 inactive keys 1323 inactive rules 1122 inbound attachment folders copying 395 inbound attachments configuring access 100, 348, 718, 940 configuring shared folder 88 inbound e-mail configuring server 211 scan interval 1088 inbound e-mail settings 1090 incoming e-mail attachments 88 incorrect agents for contacts 1325 information in log files 1250 inputs for rules 1107 Contact Center Multimedia/Outbound

March 2008

inserting keyword groups 1109 installation verifying external Web server 280 installing 689 .NET Framework 116 access rights 25 CCMM_Security_Policy.msi 117 external Web server 243, 245 migrated server 689 Multimedia software 50 Multimedia software requirements 49 new server 71, 79 new server prerequisites 70 pcAnywhere 55 problems with 1291 service updates 79 standby server 910 standby server prerequisites 910 standby server software prerequisites 872 Sybase ODBC driver 383 Windows Server 2003 Security Configuration Wizard 1273 installing standby server 872 intended audience 25 Internet Explorer troubleshooting 1327 IUSR_SWC account resetting to reflect a new computer name 1463, 1494

J Japanese Operating Systems 1291 JAVA compiler disabling 381 journal files 966, 1061 creating 966 selecting 966 standby server 890

K keyword groups Installation and Maintenance Guide

Index

adding logical expressions 1111 creating 1109 default 221 selecting for system delivery failure rule 222, 500 using in a rule 1109 using wildcard characters 1111 knowledge required 40

L languages Asian 1291 asian in e-mail messages 1315 license files upgrading 527 License Manager adding licenses 1307 changing name of host server 1303 interpreting license codes 1370 problems with 1301 reviewing 1306 verifying log files 1307 viewing registry 1302 License Manager service stopping 1194 verifying 226 licensing 30 adding features 1307 Corporate 1304 determining 1370 displaying current contact types 206 Nodal 1304 outbound 30 Redundancy server 30 verification 1301 life cycle e-mail message 1377 outbound contact 1375 Web text chat session 1379 locale 1291 location of log files 1249 location of service updates 53 locations choosing different backup 1209

1605

Index

configuring tape drives 1022, 1212 creating mapped drive 1020, 1210 for backups 1208 of e-mail attachments 1088 log files backing up 1210 backup.txt 1213 backupsched.txt 1219 checking 1307 configuration utility on client 1254 default size 1250 defining critical errors 1249 directory 1249 filtering 1249 first-level trace information 1249 trace information 1250 verbosity 1249 logging text chats 1168 logging off customers 261 logging off Multimedia Administrator 205 logging on 237 Contact Center Agent Desktop 237, 517, 864 Contact Center Manager Administrator 132 Contact Center Multimedia Administrator 1075, 1081 customers 259 Multimedia Administrator 204 OCMT problems 1324 problems in mailbox 1313 problems with Agent Desktop 1319 unable 1322 logical expressions in keywords 1111

M mail servers multiple 216 mailbox configuring 215, 1084 configuring for Web communications 247 E-mail Manager 1313 scan interval 1088 mailboxes

1606

Standard 7.23

comparing to e-mail server 215 configuring 1092, 1152 configuring rules for multiple 1124 creating a rule for 1104 maintaining the multimedia server 1207 major errors log files defining major errors 1249 managing e-mail messages about 26 mapped drives creating backup locations 1020, 1210 mapping resources terminals to workstations 187 users to addresses 191 users to contact center users 195 users to terminals 193 memory allocating for e-mail messages 1336 Memory Management utility 1336 message text 1315 Microsoft Internet Explorer troubleshooting 1327 Microsoft remote desktop connection enabling 67 using 54 Microsoft updates 1264 migrated Multimedia server 689 migrating server installing 689 migration utility description 28 MIME types configuring 104 monitoring attachment folder disk space 1207 database disk space 1207 moving database from SWCP 4.0 to CCMM 6.0 392 multimedia adding skillsets 138 component overview 26 configuring contacts 206 event codes 1343 licensing 30 script samples 146, 424

Contact Center Multimedia/Outbound

March 2008

verifying database installation 107, 355, 725 verifying Web services 109 Multimedia Administrator closing 205 logging on 204 Multimedia client service stopping 1194 Multimedia database about 26 backing up 1208 troubleshooting 1311 Multimedia server adding to Contact Center Manager Administration 150 events 1343 implementing reporting functionality 151 multiple mail servers 216

N NET Framework installation prerequisites 115 installing 116 verifying current version 115 network mapping drives for backup folders 1020, 1210 network connectivity 1296 network domains applying security templates 1271 new features Agent Desktop 35 Outbound Campaign Management Tool 34 new Multimedia server installing 71 installing service updates 79 new server checking prerequisites 70 no agent 1322 Nodal licensing 1304 Nortel Web site 53

O OAM service stopping 1194 Installation and Maintenance Guide

Index

OCMT See Outbound Campaign Management Tool ODBC 1312 creating DSN 387 port requirements 1280 testing connection 1300 office hours 1118 Open Queue enabling 127 feature description 36 opening log configuration utility on client 1254 Multimedia Administrator for the first time 205 operating system backing up 1210 event codes 1342 requirements 35 Operating Systems, configuring locales 1291 Operations and Administration Maintenance service 200 optional requirements on clients 113 outbound attachment folders configuring shared 94, 342, 539, 712 copying 395 outbound attachments configuring access 103, 351, 721, 943 Outbound Campaign Management Tool configuring access 238 port requirements 1279 prequisites 237 problems logging on 1324 starting 239 outbound campaigns archiving 1237 outbound contacts assigning route points to skillsets 1076 configuring overview 200 idle time 1078 licensing 30 life cycle of 1375 outbound e-mail server configuring 212 Outbound Scheduler service 1078 stopping 1194 outgoing e-mail

1607

Index

corrupt 1315 encoding 1096 outgoing e-mail attachments 88 outgoing mailbox configuring 1092, 1152

P page push lists creating for a skillset 1157 page push URLs adding 1157 partner information center 53 passwords Cache database 967 CCMMOPSUSR 84 default for Multimedia Administrator 204 guidelines for 1265 ODBC connections 1300 resetting agent 1178, 1320 sending a reminder 273 when to change 1265 Patch Viewer closing 1203 list of service updates 1203 starting 1202 viewing readme files 1202 pcAnywhere changing Windows access rights 57 configuring 57 configuring accounts 58 installing 55 installing when migrating to new hardware 673 starting for first time 57 starting for first time (after migration) 675 using 54 phonesets acquiring in CCMA 136 adding to CCMA 135 adding to Contact Center Manager Administration 135 requirements for agent 122 verifying 160 pinging License Manager server 1303

1608

Standard 7.23

planned upgrades what to do 996 popup windows in Citrix environments 233, 1187 port requirements 1279 CCMA 1280 Contact Center Agent Desktop 1279 E-mail Manager 1279 external Web site 1279 OCMT 1279 ODBC 1280 prerequisites .NET Framework 115 external Web server installation 243 installing new server 70 installing standby server 910 installing standby server software 872 starting Outbound Campaign Management Tool 237 upgrading license 523 upgrading SWCP 4.0 to CCMM 6.0 293 printing rules 1121 priority configuring for rules 1118 for default delivery failure rules 222 for default rules 219 problems in installation 1291 properties Web customer interface 278 pushing Web pages 277

R readme files for service updates 1202 real-time displays changes for this release 37 recipient mailboxes comparing to e-mail server 215 creating 215, 1084 creating a rule 1104 definition 202 managing 1207 redundancy server configuring user types 1045

Contact Center Multimedia/Outbound

March 2008

licensing 30 refreshing installed updates 1203 registering customers 258 related documents about 41 addenda 53 remote desktop connections enabling 67 using 54 reporting associating the server 151 changes from previous releases 37 configuring Multimedia server 150 requesting a scheduled callback 269 a text chat 266 an immediate callback 270 requirements clients 31, 112 configure mailboxes on e-mail server 124 configuring agent phonesets 122 hardware and software documentation 52 installer experience 40 installing Multimedia software 49 server operating system 35 servers 31 time to install Multimedia software 50 time to upgrade server 294 resetting agent passwords 1178, 1320 resources adding, importing 449, 797 importing 171 mapping terminals to workstations 187 mapping users to addresses 191 mapping users to contact center users 195 mapping users to terminals 193 responses configuring 1094, 1154 problems with 1318 restoring original server configuration 1012 recovering a 1246 restoring the database 1227 retrieving information from CCMS 200

Installation and Maintenance Guide

Index

reviewing customer contact history 264 License Manager 1306 migrated e-mail mailboxes 503 rolling back security policy 1278 route points acquiring in CCMA 145 adding in CCMA 144 configuring for contact types 207 creating in CCMA 200 definition 202 rules about 1101 activating 1122 adding auto-responses 1136 archiving 1238 closing contacts 222 configuring for multiple mailboxes 1124 configuring office hours 1118 configuring output actions 1134 configuring priority 1118 configuring skillsets for 1117 configuring system delivery failure 222 creating a rule for a single mailbox 1104 deleting 1123 determining the status of 1103 inactive 1122 inputs 1107 printing summary 1121 selecting keyword groups 1109 selecting skillsets 1117 sequence 1102 type of contact 1118 using auto-responses in 1118 using sender groups 1112 viewing sequence and status 223 running scheduled backups 1223 Security Configuration Wizard 1274

S sample customer interface Web site configuring properties for 278

1609

Index

sample Web customer interface accessing 258 configuring server 1148 saving attachments 1200 scan interval for inbound e-mail 1088 scheduled backups creating 1220 deleting 1224 running 1223 scheduled callbacks requesting 269 scheduler for Windows Server 2003 1220 scheduling outbound contacts 1078 scripts configuring multimedia 146, 424 importing 148 security 40593 1266 antivirus software 1263 auditing 1266 deploying CCMM_Security_Policy.msi 117 firewall notes 1263 frequency of password changes 1265 installing CCMM_Security_Policy.msi 117 password guidelines 1265 running Windows Wizard 1274 SMTP Authentication 1285 SSL for e-mail 1281 suspicious activity 1266 verifying current version 118 Windows Server 2003 templates 1267 Windows users 123 Security Configuration Wizard applying security policy 1274 installing 1273 port requirements 1279 rolling back security policy 1278 security policy verifying 118 selecting events for traps 1257 journal files 966 journal files in standby server 966, 1061 keyword groups for system delivery failure rule 222, 500 skillsets for rules 1117

1610

Standard 7.23

selecting auto-response settings for default rule 219 sender groups creating 1112 inserting 1112 using wildcard characters 1114 sending password reminders 273 sending customer responses 1094 sequence viewing rule 223 sequence of rules 1102 server 213 changing name of License Manager 1303 configuring Web communications 1148 maintaining 1207 verifying user names 1313 server applications Multimedia Administrator 28 server configuration in Geographic Redundancy 1012 server failure what to do 978 server information for upgrades 292 server interaction 31 Communication Control Toolkit 31 Contact Center Manager Administration 31 Contact Center Manager Server 31 server requirements installing external Web server 243 upgrading 292 servers changing names of 1291 changing passwords 1265 configuring Web 213 pinging License Manager 1303 pinging License Manager server 1303 refreshing 133 service updates 53 installing 79 readme files 1202 refreshing list 1203 services configuring E-mail Manager 226 Outbound Scheduler 1078 starting E-mail Manager 227

Contact Center Multimedia/Outbound

March 2008

stopping 1194 verifying CCMM License Manager started 226 verifying started 1301 session timeout 274 setting active contact timer 1183 callback timer 1184 settings default delivery failure keyword group 221 default system delivery failure rule 221 default system rule 218 e-mail body text search 1089 shared folders about 87 configuring inbound attachment 88 configuring outbound attachment 94, 342, 539, 712 size e-mail attachments 1337 skillsets adding to CCMA 138 archiving 1239 assigning route points 1076, 1082 assigning route points to e-mail skillsets 1082 configuring for contact types 207 creating autophrases 1155 creating in CCMA 200 definition 202 deleting 417 SMTP configuring for Web communications 247 verifying authentication 1286 SMTP authentication E-mail Manager 1285 SNMP configuring service 1255 converting event to trap translator 1257 software requirements for CCMM 52 uninstalling 1195 sounds 1190 specifying file attachment size 1185 standby server about 872 active server information 892

Installation and Maintenance Guide

Index

adding to CCMA 952 checking prerequisites 910 installing Multimedia software 910 installing remote support tools 893 journal files 890 restoring database 954 selecting journal files 966, 1061 time to install 873 verifying database installation 949 starting Archive utility 1236 Contact Center Agent Desktop 236 Contact Center Manager Administration 132 E-mail Manager service 227 Multimedia Administrator 204 Outbound Campaign Management Tool 239 Patch Viewer 1202 pcAnywhere 57 problems with Internet Explorer 1327 status viewing rule 223 stopping services when uninstalling 1194 submitting HTML forms as e-mail messages 272 summary of rules 1121 supervisor key inactive 1323 supervisors creating in CCMA 141 support remote access tools 54 suspicious activity 1266 SWCP See Symposium Web Center Portal SWCP Web communications upgrading 293 switch data downloading information from CS 1000/ M1 154 switching servers failure 978 planned 996 restoring original configuration 1012 Sybase ODBC installing driver 383 Symposium Web Center Portal

1611

Index

testing ODBC connection 1300 upgrading database 292 synchronizing computer name 1385, 1422 system default rule configuring 218 default settings 218 system delivery failure rule configuring 222 default settings 221

T tab-delimited text files 1233 tape drives creating backup locations 1022, 1212 TAPI verifying phonesets 160 telephone toolbar troubleshooting 1322 telephones multiple agents logged on 1322 telephony installation about 48 telephony toolbar inactive keys 1323 telnet 1313 terminals importing from TAPI 175 testing connection to ODBC 1300 text chat about 276 automatic text 1167 configuring the timers 1165 Customer Label 1168 e-mail log 1168 e-mailing to customer 1168 Initial Message 1167 lifecycle of 1379 logs 1168 requesting 266 verifying 282 text chats refresh timer 1166

1612

Standard 7.23

third-party software pcAnywhere 54 time required 50 backing up multimedia database 1209 installing on a new server 50 standby server installation 873 upgrading server 294 timers active contact 1183 callback 1184 idle outbound contacts 1078 keep text chats alive 1166 refresh time for text chats 1166 trace information 1249 trace information in log files 1250 traditional Chinese Operating Systems 1291 transfer inactive 1323 troubleshooting administration problems 1312 archiving files 1328 automatic e-mail responses 1318 CCMS log on 1322 CMF 1295 contact routing 1325 database 1311 E-mail Manager 1313 event codes 1342 hardware diagnostics 1333 installation 1291 Internet Explorer 1327 License Manager 1301 logging on to Agent Desktop 1322 Microsoft Internet Explorer 1327 network configuration 1295 Outbound Campaign Management Tool 1324 telephony toolbar in CCAD 1322

U unassigning agents from skillsets 415 uninstalling Contact Center Multimedia/Outbound software 1195 updates 1203

Contact Center Multimedia/Outbound

March 2008

customer documentation 53 Microsoft 1264 updating customer details 262 customer logon credentials 263 upgrades server information 292 upgrading acquiring phonesets 410 acquiring route points 422 add multimedia server for reporting 428 adding a phoneset 409 adding agents 420 adding supervisors 419 checking requirements on clients 360 checking rules 503 configure the e-mail server 373 configuring CCT server 403 configuring Contact Management Framework 441 configuring e-mail servers 488 configuring phonesets on the switch 370 configuring recipient mailboxes 493, 619 configuring shared locations for e-mail attachments 335 configuring skillsets 485 confirming security policy on clients 366 copying attachment folders 395 creating a Windows user for agent 372 creating ODBC DSN 387 creating route points 422 creating skillsets 412 deleting a skillset 417 disabling JAVA JIT compiler 381 enabling Open Queue 400 importing agent phonesets to the TAPI database 432 importing contact center users to CCT 449 importing terminals and addresses from TAPI to CCT 453 installing .NET Framework 363 installing the Sybase ODBC driver 383 license files 527 logging on to CCMS 406 logging on to Multimedia Administrator 482 mapping terminals to workstations 465

Installation and Maintenance Guide

Index

migrating database 392 modifying the system delivery failure rule 498, 624 prerequisites 293 refreshing a server in CCMS 407 removing skillset to agent assignments 415 restoring environment variables 389 reviewing migrated mailboxes 503 run E-mail Manager service 504, 629 server requirements 292 starting Contact Center Agent Desktop 516, 650 starting the Outbound Campaign Management Tool 519 SWCP 4.0 database information 292 SWCP Web communications 293 updating the system default rule 495, 621 verifying .NET Framework version 363 verifying the Multimedia database installation 357 viewing sequence of rules 501, 627 upgrading license prerequisites 523 upgrading server 996 user types configuring on redundancy server 1045 userID Cache database 967 using autophrases 1155 auto-responses 1118 CCMA 200 logical expressions in keywords 1111 page push URLs 1157 pcAnywhere 54 remote desktop connection 54 text chat 276 Web-on-hold 275 Web-on-hold groups 1160 utilities archiving 1236 backup 1208 client log files 1254 E-mail Manager Memory Management 1336 Migration 28 remote support access 54

1613

Index

V verbosity default log level 1249 in log files 1249 verifying .NET Framework version 115 agent phonesets in TAPI 160 callback 283 client requirements 112 Contact Center Multimedia database 109 contents of License Manager registry 1302 database installation on standby server 949 e-mail 285 installation of external Web server 280 License Manager service 226 licensing 1301 licensing type 1304 multimedia database installation 107, 355, 725 Multimedia services started 1301 Multimedia Starter service 226 request text chat 282 rules for routing e-mail 223 security policy 118 SMTP authentication 1286 user names on the server 1313 Web services 109 viewing readme files for service updates 1202 rules 223 visual alerts 1188

W Web communications administration 1165 assigning route points to skillsets 1150 automatic text 1167 autophrases 1155 changing the URL sequence in Web-onhold 1163 closed reasons 1172 configuring mailbox 247 configuring outgoing mailboxes 1152

1614

Standard 7.23

configuring response addresses 1154 configuring SMTP server 247 customer notifications 1168 keep text chat sessions alive 1166 life cycle of 1379 refresh time for text chats 1166 text chat logs 1168 upgrading from SWCP 4.0 293 using page push URLs 1157 Web-on-hold groups 1160 Web customer interface accessing 258 configuring production server 1148 configuring properties for 278 displaying session timeout 274 logging off customers 261 logging on customers 259 registering new customers 258 requesting a scheduled callback 269 requesting a text chat 266 requesting an immediate callback 270 reviewing a customer’s history 264 sending a password reminder 273 submitting HTML forms as e-mail messages 272 updating customer details 262 updating customer logon credentials 263 Web pages pushing 277 Web server configuring 617 configuring development 250 installing 245 prequisites 243 requirements 243 Web services verifying installation 109 Web site 53 creating customer 280 using text chat 276 Web-on-hold using 275 Web-on-hold groups changing the URL sequence 1163 configuring 1160 creating 1160

Contact Center Multimedia/Outbound

March 2008

Index

editing 1162 what’s new Administrator application 36 Agent Desktop 35 database 36 Open Queue 36 Outbound Campaign Management Tool 34 wildcard characters keyword groups 1111 sender groups 1114 Windows access rights pcAnywhere 57 Windows Server 2003 applying security policy 1274 configuring backup scheduler 1220 configuring event to trap translator 1257 events 1342 installing Security Configuration Wizard 1273 language pack installation 1315 port requirements 1279 rolling back security policy 1278 running security wizard 1274 security templates 1267 SNMP service 1255 Windows users creating agent accounts 123 mapping to addresses 191 mapping to contact center users 195 mapping to terminals 193 security 123 workstations importing 183

Installation and Maintenance Guide

1615

Index

Standard 7.23

1616

Contact Center Multimedia/Outbound

Reader Response Form Nortel Contact Center Multimedia and Outbound Product release 6.0 Installation and Maintenance Guide 297-2183-929

Tell us about yourself: Name: Company: Address: Occupation:

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6.

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m r m o r o F F e s e n s o n p o s p e s e R R r e r d e a RReead

Nortel Contact Center Multimedia and Outbound Installation and Maintenance Guide Nortel Mervue Business Park Galway, Ireland Copyright © 2006–2008 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 PBX and Contact Center Multimedia/Outbound is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

Publication number: Product release: Document release: Date:

297-2183-929 6.0 Standard 7.23 March 2008

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