Ncc Multimedia Tech Requirements And Os Config

297-2183-214

Nortel Contact Center Multimedia Technical Requirements and Operating System Configuration Guide Product release 6.0

Standard 4.01

April 2007

Nortel Contact Center Multimedia Technical Requirements and Operating System Configuration Guide

Publication number: Product release: Document release: Date:

297-2183-214 6.0 Standard 4.01 April 2007

Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Nortel Enterprise Solution and Contact Center Multimedia 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. 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. APACHE is a trademark of Apache Micro Peripherals, Inc. InterSystems Caché is a trademark of InterSystems Corporation.

CITRIX is a trademark of Citrix Systems, Inc. CRYSTAL REPORTS is a trademark of Crystal Decisions, Inc. DELL, OPTIPLEX, POWEREDGE, and POWERVAULT are trademarks of Dell Computer Corporation. NOVELL is a trademark of Novell, Inc. WINZIP is a trademark of Nico Mak Computing, 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.

Contents 1

Getting started

7

New in this release . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 About Contact Center Multimedia/Outbound. . . . . . . . . . . . . . . . . . . . . . . . . 11 Network components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Skills you need . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Related documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 How to get help. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2

Server components Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Disk partitioning requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Server port usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Optional servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Domains and Windows Server 2003 security policies . . . . . . . . . . . . . . . . . . Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

3

Installing and configuring the operating system Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing Windows Server 2003. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring Windows Server 2003 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Installing the Windows Server 2003 language pack. . . . . . . . . . . . . . . . . . . . Verifying Internet Information Services (IIS) . . . . . . . . . . . . . . . . . . . . . . . .

4

Installing additional hardware

21 22 23 29 31 33 34 35 36

39 40 41 48 54 55

57

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Connecting the server to the LAN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Connecting a modem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

5

Optional system components

63

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 Technical Requirements and Operating System Configuration Guide

v

Contents

Standard 4.01

Installing third-party applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

6

Other configuration tasks

69

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Ensuring the computer name and DNS host name match . . . . . . . . . . . . . . . Name resolution in the Contact Center environment . . . . . . . . . . . . . . . . . . . Adding a server to an existing domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . The next step. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Index

vi

70 71 75 76 78

79

Contact Center Multimedia

Chapter 1

Getting started In this chapter New in this release

8

Overview

9

About Contact Center Multimedia/Outbound

11

Network components

14

Skills you need

16

Related documents

17

How to get help

18

Technical Requirements and Operating System Configuration Guide

7

Getting started

Standard 4.01

New in this release The following section details what is new in the Nortel Contact Center Multimedia Technical Requirements and Operating System Configuration Guide (297-2183-214) for release 4.01. „

“Features” on page 8

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

“Organizational information” on page 8

Organizational information This guide is a new guide intended to describe what must be done to a new server before the Communication Control Toolkit server software is installed. It contains the following sections from the Communication Control Toolkit Installation and Maintenance Guide:

8

„

“About Contact Center Multimedia/Outbound” on page 11

„

“Server hardware requirements” on page 23

„

“Disk partitioning requirements” on page 29

„

“Server port usage” on page 33

„

“Installing Windows Server 2003” on page 41

„

“Configuring Windows Server 2003” on page 48

„

“Installing the Windows Server 2003 language pack” on page 54

„

“Connecting the server to the LAN” on page 59

Contact Center Multimedia

April 2007

Getting started

Overview This guide describes the prerequisites required for installing the Nortel Contact Center Multimedia/Outbound Server. The Nortel Contact Center Multimedia Installation and Maintenance Guide provides information and procedures to help you complete the following tasks: „

understand the server hardware requirements for Nortel Contact Center Multimedia Release 6.0

„

install and configure Windows 2003 Server

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

To install the software you must have basic computing skills, is familiar with necessary safety procedures, and can access the hardware documentation provided by the manufacturer available as a reference.

Access rights You must log on to the server with Administrator privileges to install the server software and run the server utilities.

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 Contact Center Multimedia Server Software: 30 minutes

„

Postinstallation: 15 minutes

Technical Requirements and Operating System Configuration Guide

9

Getting started

Standard 4.01

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:

10

„

CPU: Intel Xeon 3GHz

„

Ram: 2.0 GB

„

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

„

DVD Drive: Internal IDE 8X DVD-ROM

Contact Center Multimedia

April 2007

Getting started

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

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

Multimedia database: This component is installed on the Contact Center Multimedia server and is an InterSystems Caché database that stores all contact center activity. All 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.

„

Outbound Campaign Management Tool: This component is installed on the Contact Center Multimedia server and accessed using the Contact Center Manager Administration application. 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. 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

„

E-mail Manager: This component is installed on the Contact Center Multimedia server. The E-mail Manager connects to the e-mail server at regular intervals. During each connection, the E-mail Manager accesses all configured mailboxes, reads the message, routes the message according to the rules, and then stores the e-mail information in the database. Outgoing e-mail, generated from the e-mail responses stored in the database, is sent to the e-mail server.

Technical Requirements and Operating System Configuration Guide

11

Getting started

12

Standard 4.01

„

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.

„

The Contact Center Manager Administration report tool provides information on agent and skillset states in real-time displays and historical reports.

„

Contact Center Agent Desktop interface: This component is installed on the Contact Center Multimedia server. Agents use Internet Explorer to connect to the Multimedia server to retrieve the Agent Desktop interface. The Communication Control Toolkit pushes e-mail, 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) When 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

„

Multimedia Administrator: This component is installed on the Contact Center Multimedia 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.

Contact Center Multimedia

ELAN Subnet

Unified Admin and Reporting

Contact Center Manger Admin

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 Collaboration server

3rd Party App (CRM/IVR)

External Web server

Outbound Campaign Manager Tool

CRM

April 2007 Getting started

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

Technical Requirements and Operating System Configuration Guide

13

Getting started

Standard 4.01

Network components This section outlines the network components of Contact Center Multimedia/ Outbound.

Server components The Contact Center Multimedia/Outbound server resides on the Nortel CLAN subnet and gathers information about agents, skillsets, and route points from Contact Center Manager Administration. Administrators can configure the Multimedia and Outbound settings based on the information. In turn, the additional settings, such as the outbound scheduler or the e-mail rule settings are called by Contact Center Manager Administration and used for routing contacts to the correct agents.

Client machines 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 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 machine 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 onto the Contact Center Multimedia server for execution. Each client must have the following software installed:

14

„

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

„

Microsoft Internet Explorer 5.5 or later

„

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

„

The latest CCMM_Security_Policy.msi file

Contact Center Multimedia

VGMC

MCS IP/Web Client Manager

MCS Application Server (SIP Proxy/Registrar)

MCS Database Server

MCS Mgmt/ Accnt Server

VGMC

Media Gateway

VGMC

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

April 2007 Getting started

Contact Center portfolio The following diagram shows the components of the Contact Center required for Contact Center Multimedia.

Technical Requirements and Operating System Configuration Guide

15

Getting started

Standard 4.01

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

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

16

„

Client/server architecture

„

LAN/WAN networking

„

network security and management

„

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

„

Partitioning server hard drives and booting servers from CD or disk

„

Internet Protocols (IP)

„

performance management

„

troubleshooting

Contact Center Multimedia

April 2007

Getting started

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

NTP number

Planning and Nortel Contact Center Planning and engineering guidelines, Engineering Guide and server requirements Nortel Contact Center Manager CapTool User’s Guide

297-2183-934

Server requirements

Nortel Contact Center Server and Operating System Requirements Guide

297-2183-263

The Contact Center portfolio

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

Required installation and server data

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

297-2183-935

297-2183-226

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 Multimedia Installation and Maintenance Guide

Technical Requirements and Operating System Configuration Guide

297-2183-929

17

Getting started

Standard 4.01

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:

18

„

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

Contact Center Multimedia

April 2007

Getting started

Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the 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.

Technical Requirements and Operating System Configuration Guide

19

Getting started

20

Standard 4.01

Contact Center Multimedia

Chapter 2

Server components In this chapter Overview

22

Server hardware requirements

23

Disk partitioning requirements

29

Website Integration

29

Server port usage

33

Optional servers

34

Domains and Windows Server 2003 security policies

35

Security

36

Technical Requirements and Operating System Configuration Guide

21

Server components

Standard 4.01

Overview This chapter provides a summary of the server’s configuration and software components for both the Multimedia servers – the Primary server, and the Redundancy server. The Primary and Redundancy servers have the same requirements described in this chapter. The Redundancy server configuration is a licensed feature. This chapter includes descriptions of the following elements:

22

„

Server hardware requirements

„

Disk partitioning requirements

„

Website Integration

„

Server port usage

„

Optional servers

„

Domains and Windows Server 2003 security policies

„

Security

Contact Center Multimedia

April 2007

Server components

Server hardware requirements Contact Center Multimedia/Outbound server acts as the server platform for outbound, e-mail, and web communications media types. This server is deployed in addition to Contact Center Manager Server, Contact Center Manager Administration, and Communication Control Toolkit requirements. This server runs Microsoft Windows Server 2003 Software Standard edition or Enterprise Edition. Other versions of Windows Server 2003 are not supported. You must install the server as US English. You cannot install it as a different language version and then change the locale to US English. Not adhering to this direction can cause database inconsistencies. ATTENTION

A detailed analysis of your contact center capacity requirements should always be carried out using the Capacity Tool before you decide on the exact specification of your chosen server in terms of CPU speed, RAM size, disk space, and so on. The Capacity Tool (CapTool) is a software utility you download from the Partner Information Center website (www.nortel.com/pic). The tool is in the following location: Products > Technical Documentation > Contact Center Manager Server > Tools.

Technical Requirements and Operating System Configuration Guide

23

Server components

Standard 4.01

The following table lists the hardware requirements for the Contact Center Multimedia/Outbound server: Hardware item

Supported minimum

Typical configuration

Additional information

Configuration For example, Lab Configuration 1: Systems, Training „ < 200 multifacilities, and so on. media agents „

< 1200 transactions per hour

„

< 100 KB average attachment size

Configuration 2:

24

„

< 600 multimedia agents

„

< 2500 transactions per hour,

„

< 100 KB average attachment size

Contact Center Multimedia

April 2007

Server components

Hardware item

Supported minimum

Typical configuration

CPU

Intel-based CPU Configuration 1: Xeon or Pentium IV, Intel-based CPU, 2 GHz. Xeon 2.8 GHz

„

Pentium IV, Intel Xeon (32- and 64-bit), and Intel Xeon DP.

Configuration 2:

„

Dual- and Quad-CPU machines are supported with or without Hyperthreading enabled.

„

Pentium IV D: TBD

„

Non-supported processors include: Pentium III, Intel Celeron, Intel Itanium (IA 64), and AMD processors.

Additional information

Intel-based CPU, Dual Xeon 2.8 GHz

RAM

1 GB

2 GB

Technical Requirements and Operating System Configuration Guide

To ensure adequate cache can be provided for the Database, a minimum of 2 GB of RAM is required for the Portal Server in a live traffic environment.

25

Server components

Hardware item

Supported minimum

Hard disk space

20 GB physical disk space

Standard 4.01

Typical configuration „

Recommend 40 GB logical disk space (80 GB physical disk space with RAID-1)

„

20 GB or greater logical disk space for Operating system, Contact Center Multimedia/ Outbound application software, and attachment storage.

„

Hard disk drives

26

one physical drive

20 GB or greater logical disk space for database.

Two separate physical drives: one for the operating system, Contact Center Multimedia/ Outbound application, database software, and attachments, and the second physical drive for the database partition.

Additional information „

Contact Center Multimedia/Outbound database is a fixed size and requires 20 GB of disk space for installation. Space for operating system, software, and attachment files is extra.

„

RAID-1 is recommended for all disks on the shared SCSI bus to eliminate disk drives as a potential single source for hardware failures.

„

Drives should be partitioned according to the requirements in this document.

Separate physical disks provide reliable and easy recovery in case of disk failure. A RAID-1 implementation covers this requirement.

Contact Center Multimedia

April 2007

Server components

Hardware item

Supported minimum

Typical configuration

Hard disk partitioning

See “Disk partitioning requirements” on page 29 for this information.

Hard disk type IDE, SCSI or SATA SCSI or SATA

Hard disk speed

7200 RPM

> 7200 RPM

Floppy drive

Not required

Not required

DVD ROM

one DVD-ROM drive or access to a network based DVD drive

one DVD-ROM drive or access to a network based DVD drive

Serial ports

one serial port (for modem access)

one serial port (for modem access)

Parallel port

Not required

Not required

Technical Requirements and Operating System Configuration Guide

Additional information

A SAN (Storage Area Network) configuration is not supported.

If installed, floppy drive letter must be A. „

Recommended drive letter is E.

„

Minimum speed is 4x.

Additional serial port are required if you wish to use a serial UPS. If you configure additional hardware on your server, such as COM ports 3 and 4, ensure that the hardware is configured correctly (for instance, ensure that IRQs do not conflict with existing IRQs). Further troubleshooting and hardware diagnostics are the responsibility of the hardware vendor.

27

Server components

Standard 4.01

Hardware item

Supported minimum

Typical configuration

Additional information

Network interface

one Network Interface card (Nortel Server Subnet)

one Network Interface card (Nortel Server Subnet)

Nortel Server Subnet facing Network Interface card should be 100 Mb/s Ethernet. The Contact Center Multimedia/Outbound server MUST be on the same Nortel Server Subnet as the Contact Center Manager Server.

Video card

one video card and monitor

video card and monitor

Keyboard

one keyboard

keyboard

Mouse

one mouse

mouse

Modem

33.6 KB/s minimum 33.6 KB/s minimum for remote technical for remote technical support support

Backup/ Restore

Backup system for database backup can be either tape drive or networked share

Backup system for database backup can be either tape drive or networked share

800 x 600 pixels minimum resolution

For the tape drive option, the drive must be large enough to hold all the backup data for the complete database on a single backup tape. Hardware compression techniques can be used if necessary

All hardware devices must be on the Microsoft Hardware Compatibility List for Windows 2003 Server. For a complete list of compatible hardware devices, see the Microsoft Web site (www.microsoft.com).

28

Contact Center Multimedia

April 2007

Server components

Disk partitioning requirements The IDE/SCSI Hard drive must be partitioned for the Multimedia server as follows: „

Drive C contains the operating system software and must be greater than 12 GB. Nortel recommends that this drive be 16 GB.

Windows 2003 defaults swap spaces to 1.5 times system RAM. This requires a 12 GB or greater operating system partition for the required RAM configuration of 2 GB for a live system. „

Drive D contains the Multimedia server software and must be greater than 8 GB. Nortel recommends that this drive be 16 GB.

„

Drive F contains the Multimedia database and attachments, and must be greater than 20 GB. Nortel recommends that this drive be 32 GB.

The partitions are not hard coded, but are chosen by a technician during installation.

Website Integration If you use the Web Communications Manager component of Contact Center Multimedia, then your network requires a separate web server for server communications and customer information. The server must meet the requirements for Microsoft Windows, Red Hat Linux 9.0 or later, or Microsoft Windows 2003. Use the requirements outlined for supporting Apache/Tomcat on Windows and Linux, or support for IIS/JRUN on Windows 2003. For Microsoft Windows and Red Hat Linux machines, you must have the latest versions the following applications: „

Java Developer Kit (j2sdk-1_4_1_06-linux-i586-rpm.bin or later) from java.sun.com

„

Tomcat (jakarta-tomcat-4.1.29.tar.gz or later) from jakarta.apache.org

„

Apache2 (apache2-2.0.47-1.7.2.i386.rpm or later) from jakarta.apache.org

Technical Requirements and Operating System Configuration Guide

29

Server components „

Standard 4.01

Mod_jk2 Connector (mod_jk2-ap20-2.0.1-1jpp.i386.rpm or later) from jakarta.apache.org

For Microsoft Windows 2003, you must have the latest versions of the following software:

30

„

IIS/

„

JRUN servlette engine

Contact Center Multimedia

April 2007

Server components

Server software requirements The Contact Center Multimedia/Outbound server 6.0 requires the Microsoft Windows Server 2003 Enterprise Edition or the Windows Server 2003 Standard Edition operating system. If your server has Windows NT or Windows 2000 installed, do not upgrade from Windows NT or Windows 2000 to Windows Server 2003. Instead, remove the drive partitions and reformat the hard drives on the server. Then perform a new installation of Windows Server 2003 Enterprise or Standard Edition on the server. This eliminates the possibility of carrying over incorrect settings from the previous installation. ATTENTION

You must install the Contact Center Multimedia/Outbound components on a US-English version of Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition. If you install the server as a non-US English Windows Server, and then change the locale to US-English, you can encounter operational issues. For the purpose of this guide, all references to Windows Server 2003 Enterprise Edition apply to Windows Server 2003 Standard Edition, unless it is explicitly stated otherwise. For information about installing Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition, see Chapter 3, “Installing and configuring the operating system”.

Preinstallation check Before the installation begins, a check is made 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.

Technical Requirements and Operating System Configuration Guide

31

Server components „

Standard 4.01

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 on the Operating system to ensure that: „

The Operating system is Windows Server 2003.

„

Microsoft Internet Information System (IIS) is installed.

If any of these checks fail, the installation is cancelled and you are notified of the problem.

pcAnywhere Nortel requires that pcAnywhere 11.5 be installed on the server to provide Contact Center Multimedia/Outbound server support through a dial-in modem. The pcAnywhere software is included on the Contact Center Release 6.0 DVD.

32

Contact Center Multimedia

April 2007

Server components

Server port usage Contact Center Multimedia/Outbound port usage. The following table provides the default listener ports that Contact Center Multimedia/Outbound uses: Port

Host

Client

Network interface

Functionality

1972 CCMM Server

CCMA Server

Contact Center Multimedia Caché database

Port opened on database for reporting

110

E-mail Server

E-mail Manager

E-mail server POP3

Receiving e-mail

995

E-mail Server

E-mail Manager

POP3 over SSL

Receiving secure email (optional)

25

E-mail Server

E-mail Manager

SMTP

Sending e-mail

80

CCMM Server

SOAP protocol Any web services client (CCAD, OCMT, and 3rd party web services)

Accessing http web services

443

CCMM Server

CCAD

SOAP over SSL

Accessing encrypted (https) web services (optional)

CCAD

CCT

Remote access from clients to CCT server (for Agent Desktop application)

29373 CCT Server

Technical Requirements and Operating System Configuration Guide

33

Server components

Standard 4.01

Optional servers This section describes optional servers that can be used with Contact Center Multimedia/Outbound.

E-mail If you use the E-mail Manager component of Contact Center Multimedia/ Outbound, then your network requires a POP3- and SMTP-compliant e-mail server. The e-mail server must be configured with mailboxes that receive e-mail messages routed by Contact Center. Use the requirements specified by the e-mail server software vendor to configure the POP3 and SMTP settings.

External Web server If you use the Web Communications Manager component of Contact Center Multimedia, then your network requires an external Web server. The external Web server must have Apache Tomcat 5.5 Servlet engine with J2SE 5.0. For more information and instructions for installing Apache Tomcat 5.5, see www.apache.org.

Standby server The Standby server is an optional licensed component that shadows the Multimedia database. The hardware, disk partitioning, software, and port usage requirements are the same for the Standby server as for the Contact Center Multimedia/Outbound server.

34

Contact Center Multimedia

April 2007

Server components

Domains and Windows Server 2003 security policies Nortel recommends that you add the Contact Center Multimedia/Outbound server to your domain. If the Contact Center Multimedia/Outbound server is a member of a domain, the agent’s domain user name and password are used to authenticate access when the agent uses the attachment share locations. If you choose to add the server to an existing customer network domain, you can add the server to the domain before or after you install Contact Center Multimedia. If the Contact Center Multimedia/Outbound server is not part of a Windows 2000 or Windows 2003 domain, additional configuration is required. The Contact Center Multimedia server can be added to a domain as a member server and all agent network logon accounts can be added to the same domain. This provides immediate access to the shared network drives that are set up on the Multimedia server. If the Contact Center Multimedia/Outbound server is not a member of a domain, a local (windows) user name and password must be configured on the Multimedia Server for every agent and the user name and password should be provided to the agent from the Network Administrator. If the Contact Center Multimedia/Outbound server is a member of a workgroup, then every agent needs a local user name and password to allow authentication to access the shared drives. Every agent must be granted access rights to the shared folders on the drive.

Technical Requirements and Operating System Configuration Guide

35

Server components

Standard 4.01

Security This section provides an overview of security on the Contact Center Multimedia/ Outbound Server.

Server Security Server security is achieved through the following means: „

Microsoft security updates are applied on a timely basis.

„

Administrative access to the database containing the CTI data store is limited to specific administrative Windows user accounts.

„

All services providing a network interface (such as the CTI service provider) are run using either the Windows Network Service account or another privileged account. The Windows Network Service account is a built-in account with a security context that provides the least privileges required to run a typical network service.

„

All non-essential network services are disabled.

Network Security Network security is handled differently depending on the interface in question, as described in the following table:

36

Interface

Network Security Mechanism

CTI API

The secure TCP transport layer described in the .NET Framework section provides network security for the CTI API interface.

AML (M1)

No specific network security mechanism is used. As it is a proprietary protocol, its exposure is limited as it runs over the ELAN subnet.

Symposium Link (M1)

No specific network security mechanism is used. As it is a proprietary protocol, its exposure is limited as it runs over the ELAN subnet.

Contact Center Multimedia

April 2007

Server components

Interface

Network Security Mechanism

Overhead, Provided by PC Anywhere over a virtual private network Administration, (VPN). and Maintenance

Technical Requirements and Operating System Configuration Guide

37

Server components

38

Standard 4.01

Contact Center Multimedia

Chapter 3

Installing and configuring the operating system In this chapter Overview

40

Installing Windows Server 2003

41

Configuring Windows Server 2003

48

Installing the Windows Server 2003 language pack

54

Verifying Internet Information Services (IIS)

55

Technical Requirements and Operating System Configuration Guide

39

Installing and configuring the operating system

Standard 4.01

Overview Contact Center Multimedia must be installed on a server that is running a new copy of Windows Server 2003 Enterprise Edition, or Windows Server 2003 Standard Edition. No other previous installations of Nortel software or third party software should exist on the server before you begin installing Contact Center Multimedia release 6.0. This chapter describes the process to install, configure, and verify the correct parameters for the Windows Server 2003 installation.

40

Contact Center Multimedia

April 2007

Installing and configuring the operating system

Installing Windows Server 2003 You must install and configure Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition correctly to install Contact Center Multimedia. You should also ensure that you install the latest Windows Server 2003 service pack that is validated with Contact Center Multimedia server. You can obtain this information from the Contact Center Portfolio Service Packs Compatibility and Security Hotfixes Applicability List at www.nortel.com. If you have installed, configured, and verified Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition, proceed to “Installing the Windows Server 2003 language pack” on page 54. Follow the steps in this section to complete the following tasks: „

To perform a new installation of Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition, proceed to “Performing a new installation of Windows Server 2003” on page 42.

„

To configure an installation of Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition, proceed to “Configuring Windows Server 2003” on page 48. CAUTION Risk of installation failure

.

If your server has a previous version of Windows Server installed, do not upgrade to the Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition operating system. Instead, you must install a new copy of Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition. This eliminates the possibility of carrying over incorrect settings from the previous installation. „

To verify your installation of Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition, proceed to “Installing the Windows Server 2003 language pack” on page 54.

Technical Requirements and Operating System Configuration Guide

41

Installing and configuring the operating system

Standard 4.01

Performing a new installation of Windows Server 2003 Use the following instructions to perform a new installation of Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition. If Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition is already installed, go to “Configuring Windows Server 2003” on page 48 to configure Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition properly to install the Multimedia server software. Do not install or configure the optional components provided on the second CD for Windows Server 2003 Release 2.0. Install Windows Server 2003

✔

Step

Details

1 Obtain the Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition CDROM.

Either Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition. You also require boot disks.

2 Start the Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition installation.

Start the Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition according to the instructions supplied with the operating system. When the on screen instructions ask you to create partitions, create the following:

Other versions of the Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition operating system software, such as Windows Server 2003 Web Edition or Windows Server 2003 Datacenter Server, are not supported.

„

C Drive – 12 to 16 GB

„

D Drive – 8 to 16 GB

„

F Drive – 20 to 32 GB

See the Contact Center – Manager Planning and Engineering Guide to determine you exact data partition requirements.

42

Contact Center Multimedia

April 2007

Installing and configuring the operating system

Install Windows Server 2003 Step

Details

✔

Use the following guidelines in this table to complete the 3 Complete the Windows Server Windows Server 2003 Enterprise Edition or Windows 2003 Enterprise Server 2003 Standard Edition Setup wizard. Edition or Windows Server 2003 Standard Edition Setup wizard. Installing Devices window

Setup detects and installs devices automatically.

Regional Settings window

Complete this window as required for your site.

Personalize Your Software window

Complete this window as required for your site.

Your Product Key window

Complete this window as required for your site.

Use US English only.

Licensing Nortel recommends that you use the Per server licensing Modes window mode, and that you have a minimum of five concurrent connections. This is the default. Computer Name and Administrator Password window

Type the computer name and administrator password. The computer name must be 6–15 characters in length. First character must be alphabetical. Letters, numbers and hyphens are allowed. No underscores, or spaces are allowed. The name must be unique on the network.

Technical Requirements and Operating System Configuration Guide

43

Installing and configuring the operating system

Standard 4.01

Install Windows Server 2003 Step

44

✔

Details

Windows Server Components window

Do not make changes to additional components.

Date and Time Settings window

Complete this window as required for your site. Ensure the correct time zone is set for the server.

Networking Settings window

After the system installs the networking components and the status bar finishes scrolling, select Custom settings.

Networking Components window (continued)

To complete the installation successfully, you must type an IP address for each network interface card.

Workgroup or Computer Domain window

Select This computer is on a network, either in a workgroup or a domain. Perform one of the following tasks:

You must ensure the networking drivers are configured on your server.

On the General tab, click Advanced. Use the DNS and WINS tabs to type information about DNS and WINS.

„

Type the workgroup name.

„

Type the domain name.

Contact Center Multimedia

April 2007

Installing and configuring the operating system

Install Windows Server 2003 Step

Details

4 Log on to Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition.

Once the Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition Setup wizard completes the installation of the operating system, you must configure the operating system before installing the Contact Center Multimedia server. Remove the boot disk or CDROM.

✔

When logging on to Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition for the first time, the Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition Configure Your Server wizard appears. This wizard is not necessary for the Contact Center Multimedia server functionality. Click Cancel to end the wizard. TIP: 1

Select I will configure this server later.

2

Click Next.

3

Uncheck Show this screen on startup.

4

Close the window to save your changes.

Technical Requirements and Operating System Configuration Guide

45

Installing and configuring the operating system

Standard 4.01

Install Windows Server 2003

✔

Step

Details

5 Install the IIS service.

You must install Internet Information Services (IIS) and configure the IIS ASP.NET and Active Server Pages (ASP). 1

From the Start menu, select Control Panel > Add/ Remove Programs.

2

Click Add/Remove Windows Components.

3

Check the box next to Application Server, click Application Server, and then click Details.

4

Check the box next to ASP.NET.

5

Check the box next to Internet Information Services (IIS).

6

Click Internet Information Services (IIS) and then click Details.

7

Check the box next to World Wide Web Service, select World Wide Web Service and then click Details.

8

Click OK to close the World Wide Web Service window.

9

Click OK to close the Internet Information Services window.

10 Click OK to close the Application Server window. 11 Click Next in the Windows Components Wizard. 12 If required, insert the Microsoft Windows Server 2003 CD-ROM into the drive, and then click OK. 13 Click Finish. 14 Close the Add/Remove programs window.

46

Contact Center Multimedia

April 2007

Installing and configuring the operating system

Install Windows Server 2003 Step

Details

6 Check the virtual memory settings.

Verify that the virtual memory on the server is RAM size times 1.5. Set both the initial and maximum size to this value. If the virtual memory is smaller, increase it to this amount. Ensure the paging file is on drive C.

✔

TIP: 1

From the Start menu, choose Control Panel.

2

Double-click System.

3

On the General tab, take note of the server RAM size.

4

Click the Advanced tab, and then in the Performance box, click Settings to view and make changes to the virtual memory settings.

5

Restart the server if prompted.

The maximum paging file size per volume is 4096 MB. If you require more space, you can distribute your paging files across several volumes. Alternatively, you can create paging files in separate folders on the same volume. For more information, see Article number Q237740 in the Microsoft Knowledge Base. 7 Install additional drivers.

If your server requires additional drivers for your hardware configuration, install them.

8 Install the Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition service pack.

Install the latest Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition service pack that is validated with the Contact Center Multimedia server. You can obtain this information from the Service Packs and Security Hotfixes Compatibility List available on the Partner Information Center web site (www.nortel.com).

Technical Requirements and Operating System Configuration Guide

47

Installing and configuring the operating system

Standard 4.01

Configuring Windows Server 2003 Follow the next checklist to configure an existing installation of Windows Server 2003 Enterprise Edition or Windows Server 2003 Standard Edition: Configuring Windows Server 2003 (if already installed)

✔

Step

Details

1 Change the administrator password.

To ensure server security, change the default Administrator password for Windows as soon as possible to prevent computer viruses. TIP: Press Ctrl+Alt+Delete, and then click Change Password.

2 Check the Nortel recommends that you use the Per server licensing licensing mode. mode, and that you have a minimum of five concurrent connections. This is the default setting. TIP:

48

1

From the Start menu, choose Control Panel.

2

Double-click Licensing to view and change the licensing mode.

Contact Center Multimedia

April 2007

Installing and configuring the operating system

Configuring Windows Server 2003 (if already installed) Step

✔

Details

3 Format the drive To format a disk partition: partitions. 1 Open My Computer, and then click the disk you want to format. 2

On the File menu, point to the name of the drive, and then click Format.

3

Specify the following options: • • • • • • •

4

Capacity File system Allocation unit size Volume label Quick Format Enable Compression (NTFS only) Create an MS-DOS startup disk

Click Start.

FORMATTING A DISK ERASES ALL INFORMATION ON THAT DISK.

Technical Requirements and Operating System Configuration Guide

49

Installing and configuring the operating system

Standard 4.01

Configuring Windows Server 2003 (if already installed)

✔

Step

Details

4 Change drive letters if required.

Change your drive letters if required. If you server uses the drive letters C, D, or F for other purposes, such as a DVDROM drive, you must rename the drives so that your partitions are using the drive letters C, D, and F. To change a drive letter: 1

Click Start > Settings > Control Panel > Administrative tools > Computer Management.

2

In the console tree, click Computer Management (Local) > Storage > Disk Management.

3

Right-click a partition, logical drive, or volume, and then click Change Drive Letter and Paths.

4

Do one of the following: • •

•

To assign a drive letter, click Add, select the drive letter you want to use, and then click OK. To modify a drive letter, select the drive letter, click Change, select the drive letter you want to use, and then click OK. To remove a drive letter, select the drive letter, and then click Remove.

You must be logged on as an administrator or a member of the Administrators group in order to complete this procedure. If your computer is connected to a network, network policy settings might also prevent you from completing this procedure. A server can use up to 26 drive letters. Drive letters A and B are reserved for floppy disk drives, but you can assign these letters to removable drives if the computer does not have a floppy disk drive. Drive letters C through Z are assigned to hard disk drives in the computer, while mapped network drives are assigned drive letters in reverse order (Z through B). You cannot change the drive letter of the system volume or boot volume.

50

Contact Center Multimedia

April 2007

Installing and configuring the operating system

Configuring Windows Server 2003 (if already installed) Step

Details

Change drive letters if required. (continued)

An error message may appear when you attempt to assign a letter to a volume, CD-ROM drive, or other removable media device, possibly because it is in use by a program in the system. If this happens, close the program accessing the volume or drive, and then click the Change Drive Letter and Paths command again.

5 Verify that the IIS service is installed.

Ensure that Internet Information Services (IIS) is installed and the IIS ASP.NET and Active Server Pages (ASP) are configured. If it is not done, do so now. 1

From the Start menu, select Control Panel > Add/ Remove Programs.

2

Click Add/Remove Windows Components.

3

Check the box next to Application Server, click Application Server, and then click Details.

4

Check the box next to ASP.NET.

5

Check the box next to Internet Information Services (IIS).

6

Click Internet Information Services (IIS) and then click Details.

7

Check the box next to World Wide Web Service, select World Wide Web Service and then click Details.

8

Check the box next to Active Server Pages, and then click OK.

9

Click OK to close the World Wide Web Service window.

✔

10 Click OK to close the Internet Information Services window. 11 Click OK to close the Application Server window. 12 Click Next in the Add/Remove Programs window. 13 If required, insert the Windows Server 2003 CD-ROM into the drive, and then click OK. 14 Click Finish.

Technical Requirements and Operating System Configuration Guide

51

Installing and configuring the operating system

Standard 4.01

Configuring Windows Server 2003 (if already installed) Step

✔

Details

6 Set the date and Set the server date and time to help with analysis of system time. events that occur in the event logs during installation. TIP:

7 Set the time zone for the server.

1

From the Start menu, choose Control Panel.

2

Double-click Date/Time to view and change these settings.

Ensure the correct time zone is set for the server.

8 Check the Ensure that the computer name for your server is entered computer name. correctly. The name must be 6–15 characters in length. First character must be alphabetical. Letters, numbers and hyphens are allowed. No underscores, or spaces are allowed. Name must be unique on the network. TIP:

9 Check the workgroup name.

1

From the Start menu, choose Control Panel.

2

Double-click System, and then click the Network Identification tab.

3

To make changes, click Properties.

Ensure that the workgroup name for your server is entered correctly. „

Your server must be part of a workgroup or a domain.

„

Your server is a stand-alone server with static IP addresses.

TIP:

52

1

From the Start menu, choose Control Panel > System.

2

Click the Computer Name tab.

3

To make changes, click Change.

Contact Center Multimedia

April 2007

Installing and configuring the operating system

Configuring Windows Server 2003 (if already installed) Step

Details

✔

10Install additional If your server requires additional drivers for your hardware drivers. configuration, install them. 11Add or remove programs

If you are configuring Windows Server 2003 Release 2, you must ensure that the optional features are not installed: „

Active Directory Services

„

Distributed File System

„

Management and Monitoring Tools

„

Microsoft .NET Framework 2.0 Beta 2

„

Other Network File and Print Services

„

Subsystem for UNIX-based Applications (SUA)

„

Windows Share Point Services

If these components are installed, uninstall them before beginning to install Communication Control Toolkit.

Technical Requirements and Operating System Configuration Guide

53

Installing and configuring the operating system

Standard 4.01

Installing the Windows Server 2003 language pack You must install the Windows Server 2003 Language Pack to read some e-mail attachments. Use the following steps to install the Language Pack. 1

Click Start > Control Panel > Regional and Language Options.

2

Click the Languages tab.

3

Mark the following options: „

Install files for complex script and right-to-left languages (including Thai)

„

Install files for East Asian languages

Tip: Ensure that you have enough drive space for each option and click OK. 4

Click the Advanced tab.

5

Check 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

54

Reboot your server, if required.

Contact Center Multimedia

April 2007

Installing and configuring the operating system

Verifying Internet Information Services (IIS) The Internet Information Services (IIS) version 6.0 must be installed and the Active Server Pages (ASP) must be configured to run the Contact Center Multimedia client applications: the Contact Center Agent Desktop, and the Outbound Campaign Management Tool. If the Internet Information Services is not installed, or the Active Server Pages (ASP) are not configured, you must install the IIS and configure the ASP. For more information, see the Operating System Installation in “Installing Windows Server 2003” on page 41.

Verifying IIS is installed 1

From the Start menu, click Control Panel > Administrative Tools > Services.

2

Select IIS Admin Service. If Internet Information Services (IIS) is installed, it is displayed in the list of services. From this window, you can see the status of the service.

Technical Requirements and Operating System Configuration Guide

55

Installing and configuring the operating system

56

Standard 4.01

Contact Center Multimedia

Chapter 4

Installing additional hardware In this chapter Overview

58

Connecting the server to the LAN

59

Connecting a modem

60

Technical Requirements and Operating System Configuration Guide

57

Installing additional hardware

Standard 4.01

Overview This section describes how to connect external and peripheral hardware components to the server. Before you can connect these components, you must install the server hardware according to the manufacturer’s instructions and recommendations.

58

Contact Center Multimedia

April 2007

Installing additional hardware

Connecting the server to the LAN You must ensure that the Contact Center Multimedia/Outbound server is on the LAN with the other Contact Center servers. 1

Locate the slot assigned to the network interface card for the server.

2

Plug on end of the ethernet cable into the Ethernet hub.

3

Connect the ethernet cable from the network interface card in the server.\

4

Plug in the power cord for the hub.

Technical Requirements and Operating System Configuration Guide

59

Installing additional hardware

Standard 4.01

Connecting a modem Either an external Serial Port or USB modem provides connectivity for technical support personnel. An external modem is connected to a serial port on the server. A USB Modem is installed in the USB port on the server. The modem must have a minimum capability of 33.6 kbits/sec. and be compatible with the US Robotics Sportster 33.6 modem.

Installing a Serial Port Modem 1

Ensure that the AC cord of the modem is not plugged in.

2

Connect the large 25-pin male connector to the back of the modem. Tighten the connector screws.

3

Connect the 9-pin female connector to COM1 at the rear of the server. Tighten the connector screws.

4

Connect one end of the telephone cable to the modem RJ-11 jack labeled LINE.

5

Connect the other end of the telephone cable to the RJ-11 jack in the wall.

6

Connect the power cord to the modem, and plug the other end into a wall receptacle or power bar. Turn on the modem.

Installing a USB Modem This section shows you how to install a USB modem (in this case, a US Robotics 56K Fax modem USB modem). Read the installation instructions supplied by the modem manufacturer as the instructions may be different from the following procedure.

60

Contact Center Multimedia

April 2007

Installing additional hardware

1

Connect the USB modem to the Server USB port with the cable supplied.

2

Connect the USB modem to the analog phone line port. Result: Windows should detect the new hardware and start the Found New Hardware Wizard.

3

Insert the CD supplied with the modem into the CD-ROM drive.

4

Ignore the Auto-Run USB application software (language selection window) for now.

5

Follow the Windows Found New Hardware Wizard to navigate to the USB driver on the CD.

6

Install the modem driver and finish the Wizard.

7

Remove and re-insert the CD.

8

The Auto-Run USB application software on the CD runs again. Follow the instructions to install the software tool that automatically configures the modem. Result: The modem should now be operational.

Technical Requirements and Operating System Configuration Guide

61

Installing additional hardware

62

Standard 4.01

Contact Center Multimedia

Chapter 5

Optional system components In this chapter Overview

64

Installing third-party applications

65

Technical Requirements and Operating System Configuration Guide

63

Optional system components

Standard 4.01

Overview This chapter describes the optional components and guidelines for installing optional components on the Contact Center Multimedia/Outbound server.

64

Contact Center Multimedia

April 2007

Optional system components

Installing third-party applications Due to the mission-critical, real-time processing performed by Contact Center applications you must not install any other application class software on the server. You can install certain utility class software on the server, providing it conforms to the guidelines listed in this section. Application class software generally requires a certain amount of system resources and must not be installed on any server running Contact Center applications. The installation of third-party applications may cause Contact Center applications to operate outside of the known engineering limits and can create potential unknown system problems (for example, CPU contentions, increased network traffic loading, disk access degradations, and so on). Certain third-party utility class software applications, such as hardware diagnostics or backup tools, generally require less system resources during the normal operation of Contact Center applications and are permitted. Exceptions are utilities such as screen savers, which can cause system problems and degrade performance. Anti-virus software is classified as a utility and is subject to the generic guidelines listed in the following section. Depending on the Contact Center application type, there can also be additional anti-virus software guidelines in this document.

Generic guidelines for utility-class software applications The following are generic guidelines for utility-class software: „

During run-time, the utility must not degrade the Contact Center application beyond an average percentage of CPU use (refer to each specific application section in this document for the recommended maximum CPU usage level) Furthermore, the utility must not lower the minimum amount of free hard disk space required by Contact Center application and the Windows Operating system.

„

The utility must not cause any improper software shutdowns or out-ofsequence shutdowns.

„

The utility must not administer the Contact Center application.

Technical Requirements and Operating System Configuration Guide

65

Optional system components

Standard 4.01

„

If the utility has its own database, it must not impact the Contact Center application database.

„

Disk compression utilities must not be used.

„

Memory tweaking utilities (for example, WinRAM Turbo, Memory Zipper, and so on) used to reclaim memory that is unused by Microsoft should not be used.

„

The installation or uninstallation of the third-party software must not impact or conflict with the Contact Center application (for example, it must not cause DLL conflicts). If such conflicts are discovered, a rebuild of the server may be necessary.

„

The implementation personnel must perform tests to ensure these conditions and recommendations are met prior to putting the Contact Center application into production. Nortel support personnel can ask for the results of the testing during fault diagnosis. As part of the fault diagnosis process, the distributor or end-user may be asked to remove third-party software.

Additional guidelines for use of anti-virus software Nortel acknowledges that user’s security policies may require the installation of anti-virus software on the application server. Nortel has selected a representative sample of anti-virus software packages and has a policy of performing validation of these products to ensure that they can co-reside with our server application products. The current suite of anti-virus products Nortel has validated are as follows:

66

„

McAfee Netshield

„

NAV corporate edition

„

eTrust Anti-virus

Contact Center Multimedia

April 2007

Optional system components

The following generic guidelines for the use of anti-virus software: „

During service update installation on both the client and server, all antivirus functionality should be disabled (for example, firewalls, [passive] scanning, auto updates, and so on), and should not start up automatically until the entire Contact Center application installation procedure is complete. Re-enable anti-virus functionality afterwards, as required.

„

Infected file quarantine policy on the server and client: Anti-virus software can be configured to clean up the detected virus automatically and files should be quarantined if infected files cannot be cleaned. Nortel should be contacted to verify wether the quarantine file is part of our product files or dependent system file. In the event of virus detection, the server should be removed from the network immediately during virus eradication to prevent further virus propagation.

„

Do not connect a Contact Center application platform directly to the Internet to download virus definitions or updated files. Furthermore, Nortel recommends that you do not use a Contact Center application client PC to connect to the Internet. Instead, download virus definitions and updated files to another location on the customer network and manually load them from this interim location onto the Contact Center application platform.

„

Follow the previous procedure for downloading Contact Center application service updates. This method limits access to the Internet, and thus reduces the risk of downloading infected files.

„

Nortel recommends that you scan all SU files, CD-ROMs, and floppy disks prior to installation or uploading to the server. This practice minimizes any exposure to infected files from outside sources.

„

Capacity considerations: Note that running virus scan software can place an additional load on a Contact Center application platform. It is the implementation personnel's responsibility to run the performance monitor tool on the server to gauge CPU utilization. If the anti-virus software scan causes the platform average CPU utilization to exceed the recommended percentage for longer than 20 minutes, then the anti-virus software must not be loaded onto the Contact Center application platform.

Nortel does not provide support on the configuration of anti-virus software, but will endeavour to offer guidance where possible. Questions or problems on antivirus software should be directed to the appropriate vendor.

Technical Requirements and Operating System Configuration Guide

67

Optional system components

Standard 4.01

If performance or functionality issues are raised to Nortel support personnel as part of the fault diagnosis process, you may be asked to remove third-party utility software or anti-virus software.

68

Contact Center Multimedia

Chapter 6

Other configuration tasks In this chapter Overview

70

Ensuring the computer name and DNS host name match

71

Name resolution in the Contact Center environment

75

Adding a server to an existing domain

76

Technical Requirements and Operating System Configuration Guide

69

Other configuration tasks

Standard 4.01

Overview

This chapter describes the Windows configuration steps that you can complete to configure your new Windows 2003 server machine to fit in with the contact center:

70

„

Ensuring the computer name and DNS host name match

„

Configuring name resolution

„

Name resolution in the Contact Center environment

Contact Center Multimedia

April 2007

Other configuration tasks

Ensuring the computer name and DNS host name match You must ensure your server’s computer name and DNS host name match exactly, including uppercase and lowercase letters. If these names do not match, you cannot install the Contact Center Multimedia server software. A mismatch in these names can occur, for example, if you perform a new installation of the operating system and enter the computer name in uppercase letters. Windows uses your entry to set both the computer name and the DNS host name. However, once the operating system installation is complete, you may find that Windows has set the DNS host name in uppercase letters as you entered it, but that the computer name is set in all lowercase letters. Use the following procedures to check the names and, if necessary, change them. The host name should not exceed 63 characters.

Ensuring the computer name and DNS host name match 1

Once you have installed the operating system, log on to the server as the local Administrator.

2

From the Start menu, click Control Panel > System. Result: The System Properties window appears.

Technical Requirements and Operating System Configuration Guide

71

Other configuration tasks

3

Standard 4.01

Click the Computer Name tab. Result: The Computer Name information appears.

4

Write down the Full computer name exactly as it appears, including case. Ignore the period at the end of the Full computer name.

5

Click Change. Result: The Computer Name Changes window appears.

6

Click More. Result: The DNS Suffix and NetBIOS Computer Name window appears.

72

Contact Center Multimedia

April 2007

Other configuration tasks

7

Compare the NetBIOS computer name on this window with the Full computer name that you wrote to determine whether the names match exactly.

8

Do one of the following: z

If the names match, close the windows you opened and continue with the configuration of the server.

z

If the names do not match, continue with updating the computer name.

Updating the computer name to match the DNS host name 1

Write down the NetBIOS computer name exactly as it appears.

2

In the DNS Suffix and NetBIOS Computer Name window, click Cancel. Result: The Computer Name Changes window appears.

3

In the Computer name box, type the NetBIOS computer name exactly as you wrote it down in step 1, and then click OK. If the only difference between the two names is the case (uppercase or lowercase letters), you cannot click OK to register the change because Windows does not recognize changes to case. In this situation, perform the following workaround: a. Type any character at the end of the Computer name to enable the OK button.

Technical Requirements and Operating System Configuration Guide

73

Other configuration tasks

Standard 4.01

b. Click OK. c. When the system prompts you to restart, click OK, but do not restart the server. Result: The System Properties window appears. d. Click Change. e. Delete the character at the end of the Computer name. f.

Click OK.

Result: The system prompts you to restart. 4

Click OK.

5

Click OK to close the System Properties window. Result: The system prompts you to restart the server.

74

6

Click Yes.

7

When the system has restarted, log on to the server as Administrator.

Contact Center Multimedia

April 2007

Other configuration tasks

Name resolution in the Contact Center environment Name resolution within your network must be functioning correctly. All Contact Center applications make use of name resolution to function correctly. In order for Multimedia/Outbound operation to function correctly name resolution to and from the relevant servers and clients on the network must be functioning. The Multimedia server must be able to resolve the following machine names: „

All Contact Center Agent Desktop computer names.

„

The Contact Center Manager server computer name.

„

The Communications Control Toolkit server computer name.

„

The Contact Center Manager Administrator server computer name

Name resolution is also a 2-way process. The machines listed above should be able to resolve the Multimedia server name. If network connectivity on your network requires the use of Fully Qualified Domain Names (FQDN's) then the FQDN of each machine should be resolvable between all machines listed above.

Technical Requirements and Operating System Configuration Guide

75

Other configuration tasks

Standard 4.01

Adding a server to an existing domain This section describes how to add your Contact Center Multimedia server to an existing domain. You must have domain administrator privileges, or ask the domain administrator to assign you a domain user account for remote access. A fully qualified domain name should not exceed 255 characters.

Adding the Contact Center Multimedia server to your domain Once you have completed installing Contact Center Multimedia, you can add your server as a member of an existing domain. To add Contact Center Manager Server to your existing domain

76

1

Log on to your server as the domain Administrator.

2

Right-click My Computer, and then select Properties.

3

In the System Properties window, click the Computer Name tab.

4

Click Change.

5

Select Domain, and then type the name of the domain.

Contact Center Multimedia

April 2007

Other configuration tasks

You must provide the Fully Qualified Domain Name of the domain, which includes the prefix and suffix. 6

Click OK. When the system has processed your change successfully, it notifies you that the server now belongs to the domain that you specified.

7

Restart the server when prompted to do so.

Technical Requirements and Operating System Configuration Guide

77

Other configuration tasks

Standard 4.01

The next step You are now ready to install Contact Center Multimedia on the server. For information about installing and upgrading Contact Center Multimedia server, refer to the Nortel Contact Center Multimedia Installation and Maintenance Guide.

78

Contact Center Multimedia

Index Symbols .Net Framework 32

e-mail server requirements 34 experience required 16 external modem installation 60

A

I

accessing web services port 33 administrator description 12 Agent Desktop description 12 applying server security 36

installation checking requirements 31 time required 9 installing external modem 60 language pack 54 pcAnywhere 11.5 32 USB modem 60

C Cache database 11 campaigns definition 11 CCMA server interaction 14 CCT server ports 33 checking installation requirements 31 client machine requirements 14 components on the Multimedia/Outbound server 11 computer name matching 71 configuring Multimedia server 35

J JRE 1.5.0 31

K knowledge required 16

D

L

database about Cache 11 partition 29 disk partitions 29 DNS host name matching 71 documents in Contact Center 17 domain for Multimedia server 35

language pack 54

E E-mail Manager description 11 E-mail server ports 33

M Microsoft .Net Framework 32 migration utility description 12 Multimedia components 11 Multimedia database 11 Multimedia server domains 35 ports required 33 workgroups 35

Technical Requirements and Operating System Configuration Guide

79

Index

Standard 4.01

N

T

network security 36

time for installation 9

O

U

OCMT description 11 operating system 31 operating system requirements 40 outbound campaigns definition 11

USB modem installation 60

P

W Windows domains 35 Windows workgroups 35 workgroups for Multimedia server 35

partition for database 29 partitions on disk 29 pcAnywhere 11.5 32 ports 33

R receiving e-mail ports 33 redundancy server requirements 34 related documents 17 Remote access ports 33 required experience 16 requirements client machines 14 operating system 40

S security network 36 sending e-mail port 33 server interaction 14 server operating system 40 server support 32 servers e-mail 34 redundancy 34

80

Contact Center Multimedia

Reader Response Form Nortel Contact Center Multimedia Product release 6.0 Technical Requirements and Operating System Configuration Guide

Tell us about yourself: Name: Company: Address: Occupation:

1.

What is your level of experience with this product? New user

2.

Intermediate

Experienced

Programmer

Reference

Problem solving

How do you use this book? Learning

3.

Phone:

Procedural

Did this book meet your needs? Yes

No

If you answered No to this question, please answer the following questions.

4.

What chapters, sections, or procedures did you find hard to understand? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________

5.

What information (if any) was missing from this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________

6.

How could we improve this book? _______________________________________________________________________________ _______________________________________________________________________________ _______________________________________________________________________________ Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Galway, Ireland.

m r m o r o F F e s e n s o n p o s p e s e R R r e r d e a RReead

Nortel Contact Center Multimedia Technical Requirements and Operating System Configuration Guide Nortel Mervue Business Park Galway, Ireland Copyright © 2007 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 PBX and Contact Center Multimedia 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:

297-2183-214 6.0 Standard 4.01 April 2007

To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.